From Monday 18th March 2024, we would ask that all appointments for urgent or routine doctor-based care are requested via eConsult.
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VIEW ALLChanges to the Appointment System
Thank you for taking the time to read this, regarding the changes that are happening at Camberley Heath Centre as of Monday 18th March 2024. For some time, we have been aware that the current appointment system is not working for many of our patients, having listened to feedback. It can be difficult to get through to the practice on the phone and often the appointments have been booked up very early in the day, leading to a request to call back the following day when more appointments are released. This is clearly not satisfactory for our patients nor do we feel it is a clinically safe way of working.
Based on this and the experience of some other local practices we are moving to a ‘triage’ model. We are aware that this is a very different way of working and will take some adaptation for which we gratefully ask for your support whilst we get this up and running. We are hopeful that this new system will ensure that patients are seen in the right time frame by an appropriate member of our every growing clinical team and allow fair access for ALL our patient population.
How do I request an appointment?
As of Monday 18th March 2024, we would ask that all appointments for urgent or routine doctor-based care is requested via eConsult, using the link below or by accessing it via our website: https://camberleyhealthcentre.webgp.com/
When can I access e-consult?
This service will be available from 7am-3pm and can be accessed from any computer, laptop or smart device. An eConsult can also be submitted on behalf of someone else e.g. a relative or someone you care for.
What if I cannot use e-consult?
For those who are unable to complete an eConsult and are unable to ask a family member or friend to complete on their behalf, you can come into the surgery you can complete a paper version or you can speak to our reception team, over the telephone, who will be able to take you through the questions and complete it on your behalf. This means that everyone should be able to request care at Camberley Health Centre, via the new triage system.
What happens next?
Once submitted, you will receive an acknowledgement and your eConsult will be reviewed by a triaging doctor who will consider the information provided and advise reception as to the most appropriate care required - e.g. an urgent appointment, clinical advice or a routine assessment. You will be contacted with the outcome and if an appointment is required, reception will call YOU to book this, avoiding the need to wait in a phone queue at the practice. Appointments will obviously still be in high demand, however, so please be as flexible as you can to assist reception with booking you in. For urgent appointments there is very limited flexibility around appointment times.
What information do you need me to provide?
Please help us to help you by completing the eConsult form to the best of your ability and provide as much information as you can so we can make a safe and thorough assessment. We ask that you keep to one issue per eConsult as the questions asked are specific to the initial chosen issue.
What about appointments for other members of the team?
Please note that you can still call reception to book in to see our: phlebotomist, practice nursing team, clinical pharmacist or first contact physiotherapist.
How do I request an appointment for my child (age 0-16)?
For children that require a ‘routine’ consultation or advice please submit an eConsult as per the process above.
For urgent on-the-day requests we ask that all requests go via the ‘healthier together app’. This app will ask you questions regarding your child and offer advice/reassurance or recommend an appointment. If the outcome necessitates an appointment the app will automatically alert the surgery and WE will contact you with an appointment time the same day.
Please therefore download the app in advance of March 18th, using the following link:
Healthier Together | Mobile app (nenc-healthiertogether.nhs.uk)
Alternative options and services:
There are a range of other services that our patients can access directly, which may be more appropriate, and we would encourage you to consider using:
Clinical pharmacist: we have an experienced team of clinical pharmacists who can be booked via reception. They are able to carry out medication reviews, pill checks, hypertension reviews, up-titrate medications, deal with medication related queries etc.
First contact physiotherapist (FCP): Our FCP can be booked directly with reception and can help with many musculoskeletal issues including assessment, diagnosis and advice on managing your symptoms or will refer you onwards, if necessary. Before booking to see the FCP please see if the self-help app - GetUBetter - can assist you with your problem:
Minor Injuries Unit: For sprains/strains, suspected broken bones, bites and stings, scalds and burns and minor head injuries, patients can access the walk-in service at Brants Bridge which is open from 8am to 8pm, 7 days per week.
Overview - Bracknell Urgent Care Centre - NHS (www.nhs.uk)
Community Pharmacy service: as of the 31st January 2024 you can see your local pharmacy for a number of minor ailments - see the list below. You can self-refer by attending your pharmacy or, if felt appropriate, your submitted eConsult may be triaged and a referral made to this service. The community pharmacists are trained to assess and treat these conditions and can prescribe as needed. If the pharmacist feels that the issue needs further clinical assessment or an alternative approach, they will inform the practice of this.
Condition | Age Range |
---|---|
Otitis Media (Ear Pain) | 1-17 years |
Impetigo | 1 year or older |
Infected Insect Bites | 1 year or older |
Shingles | 18 years or older |
Sore Throat | 5 years or older |
Sinusitis | 12 years or older |
Urinary Tract Infections | Women aged 16-64 |
Please be mindful that we will be keeping this new process under constant review and will also seek further input from our patient participation group (if you would like to join this please ask at reception). We do appreciate your feedback; however, please allow us some time to let the new system settle in and allow us all to adapt to the change. We really do hope that this change will provide a better level of access and improve equality and fairness for accessing care at Camberley Health Centre.
Thank you for your patience during this transition.
From all at Camberley Health Centre.
Important notice to patients visiting Camberley Health Centre
Please note, construction on the external part of the planned refurbishment of Camberley Health Centre is due to start the week commencing 19th February 2024.
Patients visiting the health centre may notice some construction noise. While we will endeavor to minimise disruption to patients and services, some mitigating actions may be needed. We will inform you of any changes to appointments but please attend the centre as usual, unless instructed otherwise.
The refurbishment of the external areas of the health centre will:
Improve access to primary and community care services.
- Provide a modern and fit-for-purpose integrated care facility for the community.
- Improve car parking for visitors, including disabled patients.
- Enhance site security and external lighting.
We will be regularly updating our website with the latest news regarding the external/ internal works, so please check for any updates.
We thank you for your patience and understanding whilst the works are being carried out.