13th Feb – High Demands on Phonelines & for Appointments

We are experiencing high volumes of calls and long wait times on our phonelines. We ask patients to please use Klinik to contact us for all enquiries, if you have online access via your mobile phone or computer. A step by step guide is shown below. We also currently have high demands for appointments. If

Contact us online. Get help from your GP with our online consultation service.

Practice Team

Administrative and Reception Teams

Executive Manager

Carolyn Hattersley is responsible for overseeing the management of the whole practice and in conjunction with the Partners, providing strategic direction.

Management Team

Our Executive manager is supported by a skilled management team. We have managers in IT, Estates, HR, Finance, Service delivery and Operations.

Reception Teams

Each of our surgeries has a Surgery Team Leader who is responsible for the smooth running of the day to day activities at each site.

Our reception team are keen to help patients in any way possible. They do not offer medical advice but may be able to resolve queries by seeking more information from patients.

All information given is treated with strict confidentiality.

A single Patient Services Clerk at the Adam Practice will see and assist approximately 200 people per day face to face.

The team of Patient Services Clerk at the Adam Practice process in excess of 200 incoming letters per day, 350-400 repeat prescriptions per day, 500 phone calls per day, 100 incoming and outgoing faxes per day. Update approximately 500 records per day.

Our Patient Services Clerks aim to be as helpful and cheerful as they possibly can be. The Practice has a compliment of 50 Patient Services Clerks across our four sites.

Our staff are well motivated but they do have a difficult job, so please try to help them. They work under the doctors’ instructions to make it as easy as possible for everyone to see the appropriate health care professional, be it GP, Nurse Practitioner, Nurse, Health Visitor or other. Therefore they may offer you an appointment with an alternative practitioner to your GP. They can also ensure that paperwork such as, passport applications, insurance/cancellation forms, drugs/allergy history sheets before admission to hospital etc. are given to the appropriate GP and completed ready for you to collect in the agreed timescale.

They reserve the right to go about their work without fear of inappropriate behaviour. Whilst we understand that patients may, on occasions, wish to raise complaints, concerns or feel frustrated there is a correct and appropriate way to raise these. The Patient Services Clerks may not be able to answer your concerns and so you may ask to speak to one of Surgery Team Leaders in the first instance.   If you feel that you are either not happy with this response or would like to raise a formal complaint please raise this with the Patient Services Manager.  We are always happy to work with patients to identify areas of improvement and resolve problems.

The surgery supports the Governments”Zero Tolerance” policy and will not tolerate slamming down phones, sarcastic tone, aggression, swearing, inappropriate demeanour or any other unacceptable behaviour towards staff or other persons present on the premises. Patients are given warning and/or removed from the surgery list immediately should this happen at any of our sites.

Please do let us know when we are providing you with a good service. It is encouraging when we hear positive feedback and it inspires us. This can be provided either via NHS UK, email, or in person at the surgery.

All staff adhere to the Practice’s Confidentiality Policy and Data Protection Act 2018.