© Westbury Group Practice 2019

Acute Care & DoctorLink

Important changes are coming to the practice for those who request on-the-day appointments from us. Due to the nature of General Practice and the increasing demand on our services, we have had to look at a new way of managing our patients’ needs while providing an efficient, safe service.

 

As of the 1st May 2019, we will be replacing the existing duty system with  a new Acute Care Team. This highly skilled team will consist of GPs, Advanced Nurse Practitioners, Minor Illness Nurses and a Paramedic. Our reception team will have strict guidelines to follow and will use guidance written by our doctors to signpost patients to the appropriate clinician or service. For example, there may be occasions where the guidance will signpost patients to a pharmacy for advice as the most appropriate course of action; or the ailment may not require an on the day appointment and the guidance instructs the reception team to book a routine appointment. Many conditions can be discussed over the telephone too.

 

To ensure that you are signposted correctly, our reception team will ask for as much information about your ailment as possible. Remember, our reception team act on behalf of our clinicians who have constructed this new service. The more information you give, the better we can care for you. Furthermore, as part of this new system we are implementing DoctorLink as an opportunity to direct our patients to the best care available to them. Therefore, we are inviting all of our patients to sign up. We have looked at how we can improve access to our services; Doctorlink is a great step forward for our patients. This new online service will ask about your symptoms and previous conditions, provide advice and if necessary request an appointment from us.

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If not, DoctorLink will direct you to the best care available. Registration is simple! Click on the button below begin the registration process, it only takes a few minutes! For all urgent appointments, we will ask that you undertake a symptom assessment through DoctorLink. Once registered, this tool will ask you a number of questions to help to identify your problem. The outcome of your assessment will direct you to the right treatment, whether that be from us or another provider. If your outcome indicates that an appointment is required with us, you simply click on the request appointment button when offered. The information you provide will then be shared with our clinicians and we'll contact you to arrange an appointment as appropriate. We will call you the same day to arrange the appointment, the speed at which we call will be determined by the urgency stated by DoctorLink. If we can't reach you within an appropriate time frame, we will book an appointment for you and send an SMS confirmation.

Remember, the practice name is Westbury Group Practice and not White Horse Health Centre or Bratton Surgery.

We are encouraging all patients to register. Those under the age of 16 are not permitted to register for DoctorLink themselves, however a parent/guardian can login to the service themselves and request an appointment on their behalf with the details. Children under the age of 3 should not be put through DoctorLink at all and will be triaged as part of the new ACT system. Those who cannot use the service because of disability or difficulty with internet access will also be triaged as part of the new ACT system. There will be no GP appointments available to book via Online Services from this date. We feel that using DoctorLink will allow patients to be signposted correctly the first time. Despite this, we will offer other appointment types including annual reviews and blood pressure checks via the service.

 

We will continually monitor this new system and make further changes where necessary. If you have some feedback, we'd love to hear it! Visit our Contact Us page to get in touch.

Core Clinics & Services

At Westbury Group Practice, we are very proud of the services we provide and hope we are able to fully support the health needs of you and your family. We are continually looking to develop our services and welcome any comments you may wish to make. Our core services:

  • General management of medical conditions.

  • Health promotion and advice.

  • Emergency care if appropriate.

  • Referral for other services, if appropriate.

  • Urgent care for temporary residents.

A GP face to face appointment is ten minutes long, telephone appointments are five minutes. At each appointment only one medical issue should be discussed. If you have more than one issue, please ask the reception team to book you a double appointment. If there is still insufficient time, the GP will deal with your most urgent issues, and ask you to book another appointment to discuss anything further.

Drop-In Phlebotomy Clinics

The White Horse Health Centre offers a drop-in phlebotomy clinic (blood tests) to provide a fast, efficient service for you, our patients. The clinics run as follows;

  • Tuesdays – 07:30 – 10:00

  • Wednesdays – 08:00 – 10:00

  • Thursdays – 08:00 – 10:00

  • Fridays – 08:00 – 10:00


This means, if you see a doctor between these times, and they request that you have a blood test, you will go to reception who will book you in. This will save you having to come back again on another day. Also this is more flexible for people who work and need an early appointment and saves patients having to wait for a booking. These drop-in clinics are for people aged 16 years and over only.

We understand that some patients will still want to book an appointment, therefore we do offer limited bookable appointments. If you require your bloods to be sent to Salisbury District Hospital, these can only be done on a Tuesday and Friday.

Medical Examinations

If you need a private medical examination for insurance purposes or the DVLA please contact us. There may be a fee for this service, take a look at our vaccination fees on our Non-NHS Services page.

Minor Surgery

Minor Surgery is carried out at the White Horse Health Centre. Your GP will advise if you will benefit from a Minor Operation and refer you accordingly.

Long-Term Health Conditions

We have implemented a new system for recalling patients that require reviews for long term health conditions. This is to improve the service we offer and reduce the number of times patients need to visit us. If you’ve been diagnosed with a long term condition you might be aware that we send recall letters asking patients to come in for an appointment. At present, this is not sent at a fixed time of the year. The new system spans over nine months, April to December.

 

During this time we will invite you to make an appointment(s) to be reviewed for any long-term health conditions you have. If you do not respond to this communication, a second invitation will be sent. Our new system bases the recall communications on the first letter of your surname, ordered alphabetically. For example, patients with a surname beginning with the letter A will be recalled first. During the initial setup of this new system, you may be recalled sooner than required. We ask that you continue to make your appointment at this time. You will then be recalled at the same time every year.

Additionally, as part of this new system, you will be able to call a dedicated number to decline such reviews, rather than having to speak to our reception team or return a decline slip to us. At any time, please call 01373 828331 to leave us a decline message, this number may not to be used to book appointments. Please contact us if you have any queries.

Westbury Leg Club

Westbury Leg Club is a service for patients registered with us who have any leg problems and can provide assessments, treatments, Dopplers, hosiery advice and health promotion. The Leg Club is run by staff from the practice with help of local volunteers. Specialist nurses and healthcare assistants can treat and dress patient's legs in a non-medical setting.

The Leg Club operates from Grassacres Hall on Eden Vale Road every Monday from 09:00 to 12:00.

Social Prescribing Service

Mandy Johnson

Wellbeing Coordinator

At times we feel unwell, not ourselves or under the weather and a medical prescription is not the answer. This new service connects patients to other community services. What we are lacking is someone to talk to, a hobby or just a change of scenery to make us feel connected and motivated. Perhaps we may need financial help, help with weight loss or even counselling. Our free Social Prescribing service can provide you with a personal Health & Wellbeing Coordinator who will help you identify one or more activities to improve your wellbeing and support you in starting it. Social prescribing is a way of linking patients with sources of support which are typically provided by voluntary and community organisations.

“With my support, patients are empowered to look after their own health and wellbeing by linking them to other services in the community. By working one-to-one with patients who might not necessarily need repeat trips to the GP, we can ensure that we identify what matters to them and then get patients the support they need.” - Mandy
 

You are eligible for the service if you are a patient of Westbury Group Practice, are over the age of 16 and are in need of help, guidance and encouragement to improve your mental or physical health and wellbeing. Patients of Westbury Group Practice can self-refer by completing a short form that is available from our reception team. Any of our clinicians can also refer patients to the service.

Travel Vaccinations Clinic

If you require vaccinations relating to foreign travel you'll need to make an appointment with one of our practice nurses to discuss your travel arrangements. This will include which countries and areas within countries that you are visiting to determine what vaccinations are required. It's important to make this initial appointment as early as possible, at least six weeks before you travel is ideal because a second appointment will be required with the practice nurse to actually receive the vaccinations. These vaccines have to be ordered as they are not a stock vaccine. Your second appointment needs to be at least two weeks before you travel to allow the vaccines to work. Some travel vaccines are ordered on a private prescription and these incur a charge over and above the normal prescription charge. This is because not all travel vaccinations are included in the services provided by the NHS. You can take a look at our vaccination fees on our Non-NHS Services page.

Hearing Aid Batteries

The NHS provides a selection of free batteries for hearing aids. There are a number of places across the UK where NHS batteries are available, for example GP surgeries and hospitals. You can get the batteries you need from us, and any other organisation, if you carry your NHS brown record book with you when you pick them up.

The batteries supplied to us are in high demand and occasionally we do run out. Should this happen, you can send a stamped self-addressed envelope to the Audiology department at the RUH in Bath and request more. You will need to send your brown record book with your request, this will be returned to you with the requested batteries. You can also turn to Deaf Access, they also provide the service.

Something Else?

Looking for a service running at the White Horse Health Centre or Bratton Surgery? Check out other providers who operate from our sites below.