Dear Patient

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We are very aware of the many frustrations over the last few months over difficulty in accessing our services. For several years we have been using ‘AskmyGP’ to deliver a same day service for all requests, which at times worked very well and we were proud of what we could offer. However, during that time we have seen requests for appointments increase by 40% on a day to day basis, and despite increasing staffing levels, we have struggled in recent months to meet this increase.

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Unlike other businesses we are not paid for each appointment we provide, and instead the majority of our funding comes from a fixed fee per patient for all care provided irrespective of the number of appointments. Therefore, we cannot simply keep expanding our workforce to meet the demand as the business would sadly become unviable as our income is fixed.

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We wanted to reassure you that we have very much been aware of the frustrations and after taking time to assess our options, are about to start a new system called “AccuRx”. This puts us in line with the other surgeries in the Surrey Heartlands area, and we have been visiting other practices that have had great success with this system. We wanted to see how they operate and to seek advice on how we can best make it work for our patients at Shere.

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One of the key differences is that arranging appointments in advance will now be possible. When you get in touch with the surgery, one of the doctors will be assessing each request to help work out the best way forward. This may be an appointment with a doctor or nurse practitioner on the same day for urgent cases, or you may receive a booking link so you can book a slot yourself with the person you need to see or speak with. One of the best parts about it is that you will be able to book when it suits you, rather than waiting for a call all day which can be inconvenient. Online requests will remain the preferred and main route of contacting the surgery, but making appointments by phone will also continue to be available for those who cannot to use the online system.

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Many of you will remember that one of the main reasons we moved to AskMyGP in 2019 was that people were waiting increasing lengths for appointments – often several weeks. A wait of several weeks might actually work fine for you but it is important to have more flexibility than that - e.g. in a few days rather than a few weeks, or indeed the same day if needs be.  The reality is that there is no such thing as a perfect system but we know that we have optimise every available variable in order to bring our patients the best we can. After listening to our patients over many months, we hope this change will be one that is warmly welcomed and we have great hopes for it.  

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It has been a very frustrating time for all of us, but most of all for patients, and we are grateful to you for your understanding and patience.

 

Yours sincerely,

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Doctors Watts, Wardrop, McEwen, and Barnes

Shere Surgery