The Nelson Medical Practice

Kingston Road, London, SW20 8DA

South West London CCG Member Practice

111 Out of hours
GP services only, call: 020 3826 0826
All other Health Centre Services, call: 0203 668 3300
GP services only
email address: swlccg.enquiriesnelson@nhs.net

Upcoming changes to our appointment and telephone systems

At the Nelson Medical Practice we are always seeking to improve the experience of our patients. That experience begins when you book an appointment. We want to ensure that when you contact the practice for an appointment the process is straight forward, fair and gets you to the right person, at the right time, first time.

Our exceptional team is now larger and more diverse than ever including exciting new professional roles such as a paramedic, clinical pharmacists, physician associates, health & well-being coaches and social prescriber. They work closely alongside our GPs and practice nurses, but we realise sometimes it can be hard to know who you should see for what problem.

The COVID-19 pandemic has changed the way GP practices up and down the country have been working. We currently see hundreds of patients face to face every week and consult hundreds more by telephone, video and online. We have learnt that some patients prefer to consult remotely, whilst others prefer to come to the surgery. We want to make sure that our patients can have the types of appointments that work best for them when they need them.

With all this in mind, we have been working to redesign our access system to ensure that all patients have an outstanding experience of accessing our care and see the right member of the team, best placed to help with their problem.

Thank you to everyone who completed our recent patient survey, we received 1,515 responses and really value your feedback.  We’re using this data, along with the insights of our Patient Participation Group, clinicians and navigation staff to help improve your experience.

Our survey results told us that most of our patients prefer to contact the surgery by telephone. We know that many patients have experienced technical issues with our current telephone system which can be extremely frustrating.

To resolve these issues, we have installed a brand-new telephone system! This will help to direct patients safely and speedily to the right member of our team. Importantly this system will never give an engaged tone, never cut a caller off and if a longer wait is anticipated the system can call you back when your call reaches the front of the queue. Our new telephone system will ‘go live’ on Monday 7th February 2022. Please note that there will be no change to our mainline telephone number.

Our changes don’t stop there. To ensure that we have the information we need to get you the right appointment we have trained all our Patient Care Navigators in the use of a clinical triage template. Some appointments will be booked directly and urgent problems requiring same day attention will be directed to our Same Day Team.

Where the problem is not urgent details will be taken by the navigator and then reviewed by one of our GPs so that you can be booked a suitable appointment that suits you. Please be assured that everything you tell our patient care navigators is handled in the strictest confidence.

Our reception remains open for patients who want to speak to a member of the team directly and we continue to offer online consultations through our online symptoms checker and advice tool, Doctorlink.

Our doctors and managers have worked with our navigation team and patients to ensure that the system is easy to use and makes sense to patients, but we know we won’t get everything right first time. For the next 6 months we will be keeping our new system under constant review as well as conducting patient surveys to find out how it is working. If you have any feedback on our new system please contact us:

Telephone: 020 3826 0826
Email: swlccg.enquiriesnelson@nhs.net
Contact Us Form: www.nelsonmedicalpractice.co.uk/contact-us

Best Wishes,
The Nelson Medical Practice