Important Update 30/09/2020

Dear Patient, 

Below is an important update about how we will be delivering services to our patients as we move into the winter months.  

First of all though I wanted to extend a big thank you to all of our patients for your support and understanding through what has been a strange and challenging time for us all. The same is very much the case for our wonderful voluntary sector in Totnes who have supported our community throughout this period and ensured that those who have struggled with basics such as access to food and medicine to those who have had to cope with loneliness and isolation have had the help they need.   

I would also like to say a special thank you to the team here at Leatside who have worked tirelessly this year through the pandemic, off the back of the busiest winter we have ever experienced in general practice.   

Martin Randall 
Practice Manager 

 

Changes to how you book routine appointments from Monday 5th October
As we have all had to do in our own lives, at Leatside we have had to adapt in very short order to frequently changing guidance amidst great uncertainty.  

At the start of the pandemic we were instructed by NHS England to move to a total remote triage model, assessing patients over the phone by video link or via eConsult in the first instance and only bringing in those into the building where it was clinical required.  

We decided at the time that due to uncertainty over which members of the team may or may not be able to come into work each day (due to potential illness or self-isolation) that we would move to an on-the-day appointment booking model so that we did not have to cancel appointments at short notice.  

Since that time, we have developed the ability for our clinical team to remotely access our clinical system which enables staff to work from home if they are isolating. We are also aware that the majority of our patient needs are not urgent for the day and many would prefer to book their appointment ahead of time for their own convenience.


As such from Monday 5th October we will be moving back to a system whereby routine telephone appointments with our GPs and Advanced Nurse Practitioners (ANPs) will be bookable in advance. These will be available to be booked via the NHS App, Patient Access or by calling reception on 01803 862671. As is the case now our Health Navigators will ask you for the reason for your appointment so that they can ensure you are directed to the most appropriate person to help you – this may be a GP, ANP, Practice Nurse, Pharmacist or Physiotherapist amongst other options.


Should the clinician you consult with feel that it would be appropriate to see you face to face they will do so following this initial remote consultation. You can also access advice from the team through the eConsult option on the Leatside Website at https://leatside.webgp.com/

If you need to consult with a GP or ANP urgently then this can be requested by calling reception – again you will be asked for a reason for the appointment. Please only request an urgent appointment if you really do need to be seen that day – our on the day capacity has been reduced to allow for pre-bookable appointments and it is important that those with a genuinely urgent need are able to see seen in a timely manner.


Attending for an Appointment
From Monday 5th October the front door of the surgery will be open for patients who have a pre-arranged appointment. To ensure Covid-compliance and protect our patients and staff, we have had to put a number of measures in place. Please take note of the following: 
     • Only enter the surgery if you have a pre-arranged appointment or are returning a sample at the request of a clinician
     • Do not enter until 5 minutes before your booked appointment time
     • Face coverings are to be worn by all aged over 11 years
     • Please sanitise your hands on entering the building
     • Check in for your appointment at the front desk


Once you are in the surgery you will be directed to the appropriate waiting area – please take note of internal signage and follow the one-way system in and out of the building. If you attend the surgery without an appointment or having been requested to do so by a member of our team, we will ask you to leave and access the service via our website, NHS App or over the phone.

Whilst it may seem petty on an individual basis, we cannot make individual allowances when we have 15,200 registered patients to consider. The only cases are those who have specific additional or eligible needs that mean they cannot access the surgery through any other means. Of course, you should not attend for your appointment if you have any Covid symptom including a temperature of 37.8c or above, a new continuous cough or loss of taste or smell.

Collecting and Returning Samples
If a clinician has asked you provide a sample then the relevant pot is available in the lobby of the building.  These should be returned to reception.

E-mails to the Practice
From Monday 5th October we will no longer be able to accept cancellations, general medical queries or order repeat prescriptions through emailing the surgery. Patients who are able to download the NHS App will be able to book/cancel appointments, seek general medical advice and order repeat prescriptions in this way. It is the quickest and easiest way to do so.
Please note that the NHS App is not the NHS Covid-19 App. For more information please visit: https://www.nhs.uk/using-the-nhs/nhs-services/the-nhs-app/


For those who cannot then please call the surgery for the following:
     Cancellation line - daily from 8:30-18:00
     Prescription line – daily from 10:00 – 13:00 (also Mondays from 14:00 – 16:00)
General medical advice as well as the ability to send a query to a clinician of your choice is available through our e-Consult platform accessible at https://leatside.webgp.com/

 

Book an appointment image Book an appointment

  • Booking an appointment

    All consultations with a doctor or nurse are arranged strictly by appointment only, except in an emergency. We want you to see the doctor of your choice but, in an emergency, this may not always be possible. An urgent appointment will always be available on the day with the duty doctor.

    To make an appointment telephone 01803 862671 or visit the surgery between:-

    • 08.00 and 19:30 Monday - Thursday
    • 08:00 and 18:30 Friday

    Telephone lines are open 08:30 - 18:00 every weekday.

    Please do not ‘store-up’ problems for one consultation slot. If you think your problem will need extra time please ask reception for a longer appointment.

    Please inform reception if you are feeling unwell in the waiting area or if you have a sick or ill child with you.

    Cancellations:

    If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.

    Our dedicated Cancellation Line is 01803 862671 (Option 1). 

    Similarly, if the doctor refers you to a consultant and you no longer require the appointment, please inform the appropriate department at the hospital as soon as possible.

  • Home visits

    For same day visits, please:

    1. Telephone the surgery before 10:30.  Only emergency visits can be accepted after that time.
    2. Give the name of the patient, full address and directions of how to get there, if requested.  (Please ensure that the house number or name is visible for the doctor) 
    3. Give a contact telephone number.

    For routine visits, whilst every effort will be made to provide the doctor of your choice, this cannot be guaranteed. All emergency visits will be made by the duty doctor.

  • Evening and weekend appointments

    Improved Access service for evening and weekend appointments.

    Evening access

    This is a requirement (known as Improved Access) where practices ensure that from Monday to Thursday a practice in each area is open between 6pm-8pm. 

    To access the following appointments please continue contact us here at Leatside:

    Mondays: 6.00pm to 8.00pm – Leatside Surgery
    Tuesdays: 6.00pm to 8.00pm – Chilington Surgery & Ashburton Surgery (rotation basis)
    Wednesdays: 6.00pm to 8.00pm – Buckfastleigh Medical Practice & Catherine House (rotation basis)
    Thursdays: 6.00pm to 8.00pm – Dartmouth Medical Practice

    Weekend Improved Access Service

    We offer weekend appointments situated in two central hub locations:

    Please call us here at Leatside to pre-book a Weekend appointment:

    Fridays: 6.00pm—8.00pm 
    Saturdays: 8.00am—6.00pm 
    Sundays:  8.00am—2.00pm 

    Consent to share your medical records with another practice:

    Please note as this contract is being delivered at scale across the locality, you will not necessarily be seen by a GP, Practice Nurse or HCA known to you from your practice

    To ensure that the Clinician you see has full access to your medical records, when you book your appointment the Administrator will ask you to consent to sharing your medical records. Once consent is gained the clinician seeing you on the day is the only person who will have access to your medical record, this consent is valid for 28 days from the appointment date. It is essential that consent is gained for you to be able to have the appointment. If you feel you do not wish to provide consent then it will not be suitable for you to book the appointment. 
    Thank for you your co-operation and support and we hope you make full use of this new service. 

  • Appointments with a Practice Nurse or Healthcare Assistant

    Our team of six nurses, four healthcare assistants (HCA) and a phlebotomist hold morning and afternoon/evening clinics from Monday to Friday 08:30 - 18:00.

    They provide a wide range of services including; immunisation and travel advice, blood testing, ECG’s, wound dressing, health checks, oral contraception, HRT checks, smears, ear syringing and smoking and dietary (healthy eating) advice and support.

    To make an appointment contact reception.