THERE IS NO SIT AND WAIT OR WALK IN SERVICE AT CASSIO
BOOKING AN APPOINTMENT
Our team of patient advisors are here to help you make appointments to see the Doctors, Prescribing Pharmacist, Nurses or HCA as well as other staff such as the smoking cessation nurse. Some things can be dealt over the phone and they can guide and make the process easier if you give them some detail on why you need to be seen.
They also help you with other questions you may have about our services. If they cannot answer a query they will find someone else who can or phone you back.
You can book routine appointments up to two weeks in advance. We have found that if appointments are booked more than two weeks in advance the number of patients who do not attend appointments increases considerably. We have over 400 DNA appointments every month.
Make a routine pre-bookable appointment with the doctor by telephoning or visiting the surgery Monday to Friday ideally after 10am.
You can see any doctor at the practice subject to availability. We would encourage those with complex medical health problems to pre-book appointments with the same doctor where possible
URGENT ON THE DAY
For urgent on the day appointments please contact us at 8am and receptionist will be able to offer an appointment with a GP, nurse prescriber or prescribing pharmacist.
Urgent appointments will be offered with whoever is available on the day and we can't always guarantee a preferred clinician.
All have access to your medication and records and the clinician who sees you can ask someone who knows you best, if felt necessary at the time.
EVENING AND WEEKENDS
We are members of Watford Extended Access - WHat does this mean for patients?
"As part of a group of GP Practices working together as a GP Federation, CASSIO SURGERY provides access to weekday evening and weekend appointments in the Watford Extended Access (WEA) service, which is managed by Direct Local Health Ltd. Our patients can now make an appointment to see a GP on weekday evenings, Saturdays 9am - 1pm and 3pm - 7pm, and Sundays 9am - 1pm; to see a Nurse on Saturdays 9am - 1pm and to have blood tests with a Phlebotomist on Saturdays and Sundays. Please ask the receptionist for further details on how to book an appointment. During these appointments your health record may be accessed and viewed by clinical staff other than your GP or a GP at your practice. Please be assured that your confidentially will be maintained; for the service's full Privacy Statement please see 'Patient Information' at www.dlhealth.co.uk."
CANCELLING AN APPOINTMENT
Please remember to call and cancel your appointment if you no longer need it or if you need to rearrange it.
Tell us as soon as you can if you cannot keep your appointment.
Unfortunately we see dozens of appointments wasted by patients not turning up each month. If we added up all the appointments that are wasted, we would be able to afford to have an extra GP session!
What happens when patients miss appointments?
We realise that everyone can make mistakes and so we won’t take any action if a single appointment is missed in error. However, we have a minority of patients who miss appointments regularly and this impacts significantly on other patients. We have a policy in place to take action in these circumstances.
If a patient misses an urgent appointment booked the same day, or if a patient misses THREE non-urgent appointments in a 6 month period:
In these instances we send a letter to the patient explaining the problem we have with appointments being missed and the impact that this has on the service we provide to the rest of our 9,300 patients. We list the appointment(s) that were missed and offer the opportunity to discuss if the patient feels this is incorrect. The letter goes on to insist that in the future, they call to let us know if they cannot attend a booked appointment. If patients receive a reminder text, they can simply reply with the word “cancel”. Missed urgent appointments that are on average booked only two hours before the time of the appointment, are particularly frustrating. There is really no excuse for not attending appointments that have been booked on the day by the patient.
If a patient goes on to miss a further appointment within 6 months of the first letter being sent:
They will receive a letter expressing disappointment and notifying them that their continued registration at the practice will be reviewed by the GP partners in the next meeting. They are invited to write or telephone to explain any mitigating circumstances which will be considered.
In cases where no improvement is seen and there are no mitigating circumstances, the practice will request that the patient is removed.