Avicenna Medical Centre

01495 227156

Oakdale Medical Centre

01495 224843

The Role of the Call Handler

We are often asked why our call handlers and receptionists need to ask what is wrong with you when you wish to make an appointment.

Both call handlers and receptionists have been directed by the GP Partners and Management to ask why you need to be seen, and based on your responses you will receive the most appropriate medical care, from the most appropriate health professional, at the most appropriate time. This may not necessarily be a GP, and, within the practice it may be more appropriate to see a Nurse, Clinical Pharmacist, Health Care Support Worker, Physiotherapist or Primary Care Mental Health Worker. In the community it may be more appropriate to see your local pharmacist for free advice and medication under the Choose Pharmacy Scheme, or, you may also be advised to consult your optician or dentist. GP Partners have developed protocols that govern this advice, and, regular training and reviews of these protocols are undertaken.

Your information helps clinicians prioritise phone calls, appointments and home visits, and ensures that all patients receive the appropriate level of care.

Call handlers and receptionists, like all staff, are bound by confidentiality rules, and any information given by you is treated strictly confidentially.

If you feel your reason for contacting the practice is very private and you do not wish to say what it is, then this will be respected.

We would like to reassure you that our staff are not being difficult or intrusive, they are following specific directives set by Blackwood Medical Group GPs and Management in order to get you the care you need.