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Erith Health CentreTel: 01322 330283
Mill Road BranchTel: 01322 332455
The clinicians, reception staff and our administrative team at Riverside Surgery believe that we can offer patients a better more efficient service if we use eConsult as a Total Triage system for all requests whether it be for an appointment or any other type of request both clinical and administrative. The exceptions to this are appointments with the Practice Nurse.
Please complete an eConsult; https://theriversidesurgery.webgp.com/ if you require a routine telephone appointment, urgent telephone appointment or administrative help.
If you need support to complete an online consultation, please call the surgery.
What is Total Triage?
It means that your requests received by eConsult, both clinical and administrative will be assessed and a decision will be taken to the most appropriate course of action, for instance an appointment arranged, an investigation organised or an administrative task carried out.
What is eConsult?
It’s an online form that you complete to detail your request both clinical and administrative. It can also be completed on your smartphone via the NHS App
We have been using eConsult for some time now so many of our patients will be familiar with using this already although in future all requests will need to be made using eConsult. For patients that have not used it yet, it is an NHS-approved ‘digital triage and patient history-taking tool’, or it could be described simply as a form on the website that guides the patient through specific questions in relation to the issue that has been selected. The eConsult form has been designed to enhance patient access, improve practice efficiency and signpost patients to the right place at the right time for their care. You can find it on the home page of our website: www.theriversidesurgery.co.uk for more information.
For anyone in our patient population that is unable to use or complete an eConsult there will be dedicated administrators who will be able to complete an eConsult on their behalf, contact the surgery and this will be arranged for you.
What are the benefits of using eConsult and a total triage system being used for all my requests both clinical and administrative?
Saves you time:
Examples of where eConsult can make your life easier:
Clinically-supported and digitally safe:
Why eConsult is great for the Riverside Surgery team?
Why eConsult is great for our patients?
One Appointment One Problem
Appointments are 10 minutes long. We ask that you try to observe the "One Appointment, One Problem" ethos by avoiding saving up your medical problems and bringing a list to the doctor or nurse practitioner. We strive to deal with each medical problem to the highest standard and this proves impossible if we are expected to deal with a number of problems in one appointment.
Also your appointment is booked for you only, so please do not expect the doctor to deal with the problem of a relative or a child in addition during your appointment. Please make a separate appointment for your relative/child if they need to see a doctor or nurse practitioner as well as yourself.
Any patient who arrives for a face to face appointment more than 10 minutes late may be asked to re-book their appointment. The doctor or nurse practitioner is under no obligation to see a patient who arrives late and it is at their discretion.
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.
To cancel 8-8 Hub Appointments when Riverside Surgery is closed please call;
To leave a message stating your Name, the Time and Date of the appointment you wish to cancel.
Home Visits / House Calls
A request needs to be made before 10:00am. This request is initially taken by a member of the reception team, they will ask the reason for your request as this information enables the Doctor to plan their calls and allow urgent visits to be dealt with promptly.
The Home Visit request message will be passed onto the GP/NP on duty, who will then call you and assess whether a Home Visit is eminent.
Please do not call the doctor out unless the patient is genuinely too ill to come to the surgery.
If you require a routine telephone appointment or an urgent telephone appointment, please complete an eConsult:
House Calls are given to patients at the Doctors discretion. A House Call request is initially taken by the receptionist and then handed over to the covering doctor. A request needs to be made before 10:00am.
You will be asked the reason for your request, this information enables the doctor to plan their calls and allow urgent visits to be dealt with promptly.
House visits are only available for patients who are housebound because of illness or disability.
Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre.
Please call after 11:00hrs to enquire about your test results as our reception staff will have more time to deal with your request between these times.
Note that the practice has a strict policy regarding confidentiality and data protection and we will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results.
When you take your test you will be told how long it will be before the results are returned to the practice.
It is your responsibility to check your results and to make an appointment to discuss them with your doctor if your are advised to do so.
If you want to know the outcome of your test/blood result you can request this using our admin template which can be found here https://theriversidesurgery.webgp.com/react-consult-administrative-help?codeName=GEC_ADM#EC