Appointments

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Appointment Options

We aim to offer a range of appointment types to suit urgency and individual needs. These include face to face, telephone and if requested video. Based on the information you provide the Reception team, we will ensure that you are directed to the most appropriate member of our Practice team, which includes doctors, nurse practitioners, practice pharmacists, practice nurses, physiotherapists and mental health support workers.

If your appointment request is deemed as urgent, then you will be offered an appointment with the most appropriate member of our clinical team that day. This may be via telephone or face to face. If there are no appointemts available for that day, you may be advised to telephone the Practice at 8am the next day to book an urgent appointmen,  or your appointment request will be passed to a member of the clinical team to assess whether it is urgent for that day.

If you have an ongoing concern, in order to ensure continuity of care, you will be offered a pre bookable appointment with the member of the clinical team who has previously been supporting you, appointments are avilable to book up to four weeks in advance. 

GP Trainees/Medical Students

We are a training Practice for both GP trainees (GP registrars) and medical students. On occasions you may be asked whether you mind a medical student observing or a trainee recording the consultation for training purposes.  If you object, please say so.

Preferences

Patients do have the right to express a preference to receive services from a particular clinician either generally, or in relation to any particular service/condition for ongoing care.

Please advise us if you have a general preference so that it can be recorded on your notes. We will always try our best to comply with any reasonable request for ongoing care; where we are unable to do so, you will receive an explanation as to why and you will be given alternative options.

We cannot accommodate preferences where you request for an appointment is deemed as urgent for that day. In this situation, you will be given an appointment with the most appropriate clinician in our team dependent on your condition and availability of appointments.

Chaperones

Western Vale Family Practice is committed to providing a safe and comfortable environment and strives to achieve good practice at all times.

All patients are entitled to have a chaperone present during any consultation, examination or procedure. A chaperone may be necessary during any intimate examination; this is to safeguard both the clinician and you, the patient.

Where a chaperone is not available, the clinician will ask you to make an appointment and request the presence of a chaperone at the time of booking.

We only use clinical staff as chaperones, as they have had the appropriate training and have knowledge of the examination or procedure you may be undergoing. Family and friends are not permitted to act as chaperones as they do not have the knowledge required nor have they had the necessary training.

Should you have any questions, please speak to the receptionist or Reception Manager.

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Welsh Government Access Standards

A new set of standards were announced by the Minister for Health and Social Services in March 2019 that are aimed to raise and improve the level of service for patients in Wales from their GP practices.

These standards are:

  • People receive a prompt response to their contact with a GP practice via the telephone.
  • Practices have the appropriate telephony systems in place to support the needs of people avoiding the need to call back multiple times and will check that they are handling calls in this way.
  • People receive bilingual (Welsh and English) information on local and emergency services when contacting a practice.
  • People can use a range of options to contact their GP practice and to make an appointment.
  • People are able to email a practice to request a non-urgent consultation or a call back.
  • People are able to access information on how to get help and advice.
  • People receive the right care at the right time in a joined up way that is based on their needs.
  • Practices understand the needs of their patients and use this information to anticipate the demand on its services.

 Cardiff and Vale University Health Board will be supporting  GP practices to ensure these standards are achieved by March 2022.