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Call 111 - When it is less urgent than 999

Ring Back Service

As a result of strong patient feedback we are introducing a new telephone triage process called 'Ring Back'. This service is for all urgent requests for an appointment on the same day. If you don't need an appointment the same day you can book a ahead for a routine appointment on a later date. Find more information on routine appointments here.

Our patient survey results (found here) showed that we needed to introduce a system that increased pre-bookable routine appointments, reduced the waiting time for calls to be answered, and allowed us to meet the demand for same day access to a clinician.

female doctor with medical report calling on phone

With our Ring Back process anyone requiring an urgent appointment may call in and leave their details with our receptionists. Our specialist clinical team comprising of Paramedics, Nurse Practitioners and Doctors will call the patient back to discuss the best course of action.

In most cases the problem can be resolved over the phone, which saves the patient from having to come down to the surgery. If the doctor or Clinician you speak to decides that they need to see you face to face, they will give you an appointment time over the phone.

Nurse and treatment appointments can still be booked in the usual way.

This new system has been implemented across many GP practices, and has been supported by results the Friends of Bognor Medical Practice (our patient participation group). Results from our recent practice survey on Urgent Ring Back were positive, and we have successfully trialled it with patients over the last 3 months. After all of this preparation we are confident the new process will be a significant benefit to patients.

Urgent Ring Back Logo

Urgent Ring Back Service - Frequently Asked Questions

Will I be told when the Clinician will ring me back?

Yes, you will be given a four-hour time slot when you can expect the Clinician to phone. This will usually be within two hours after you phone in to request the call-back

What if I ask for a home visit?

Your call will still be added to the clinical team's ring-back list and they will call you back. Together you will be able to discuss the problem and the Clinician will visit you if necessary. If you have any concerns while waiting for the call-back just phone in again.

Can I book a telephone consultation in person at the reception desk?

Yes, you can. Our clinical team will call you back on your chosen number.

I am not happy to discuss my problem with a receptionist

The clinical team need to know why you are ringing so they can prioritise appropriately. The problem might also be handled by someone else more quickly. However, if you do not wish to provide an explanation that’s fine, just tell the receptionist.

I don't like discussing problems on the telephone. I want to talk in person.

The receptionist can book you a call-back with a clinician, and when they call you just explain that you would like a face to face appointment. If you feel unhappy in any way at the end of a telephone call back, just explain this to the clinician.

Who decides if I need to be seen?

You and the Clinician will assess the problem together over the phone.

I am waiting for a call-back, but I feel things are getting worse. What do I do?

If you feel you are getting worse please phone us back.

What if the clinical team ring me back and I miss the call?

The clinical team will attempt to contact you twice in total. If you are concerned that they haven't called please ring us back to check, in case we have the wrong number.

Our telephone number may show on your phone as a blocked/unknown number.

Will the Clinician ring me on my mobile if that is what I wish?

Yes. Please provide the receptionist with the number you would like us to use.

What if the Clinician rings me on my mobile and I am in a place with no signal?

The team will make two attempts to contact you. Ring us back if we can't reach you.

Will the Clinician leave a message on my voicemail or answering machine?

If your voicemail message is personalised the Clinician may leave a message. This may not be appropriate for automated or non-personalised voicemails as it might risk confidentiality. Please tell the receptionist if you are happy for us to leave messages.

What if the Clinician wants to see me in a few weeks to review my condition?

They will either book the appointment with you or ask you to call in later to do so.

After the phone consultation the Clinician made me an appointment. Can I cancel it?

Yes, if you need to cancel any appointment for whatever reason please let us know as soon as possible. We can then offer that appointment to another patient.

Can I still make an appointment with the nurse or healthcare assistant?

Yes, these appointments are pre-bookable with the reception staff as usual.