Thank you for adapting with us to pandemic circumstances, with more telephone consultations and online enquiries (econsults). As we adjust to the new normal, we are experiencing very high volumes of enquiries. We have continued throughout the pandemic to offer in person or video consultations where needed, and discovered new ways of working such as photographs for rashes. We want to help you navigate the new landscape, and get the best service from us.
Current Services (July 2021): FAQs
We are providing blood tests, nurse and HCA and GP appointments, and have been throughout the pandemic. On some days, we have in excess of 200 GP consultations. About 1 in 5 are face-to-face, majority being by phone (for which similar dedicated time is needed), sometimes with prior online enquiry (econsult). Minor surgery is currently on hold, and so is travel clinic. Please don't be surprised if we contact you outside core hours, as we are working evenings and weekends to keep up.
Why am I being asked to complete an online consultation?
It is helpful to know your needs/ questions/ expectations in advance, to enable us to help. Many patients prefer this method , and it also takes pressure off phone lines. Though the online consultation tool “econsult” (at ststephens.webgp.com) does involve quite a few questions, this is to ensure clinical safety and for us to have clinically relevant information upfront. Please don't use econsult for test results or prescription requests. NHS App is easier for this. Let us know if you need help installing/ accessing.
How soon will you respond to my online consultation?
If it is a new and clinically urgent matter, we will respond within 2 working days. If it is ongoing or less urgent, we will inform you when a clinician will review. Numbers are such that we cannot guarantee all will be resolved within 2 working days.
Are you providing face to face GP appointments?
Yes we are, and have been throughout the pandemic. However, the first contact needs to be either online (econsult) or by phone, to agree if a face-to-face consultation would be helpful. If you consult online with a problem which clearly needs a face to face examination, such as breast lump, then we would try to arrange this in the first instance. We have found that some conditions can be effectively conveyed by photo (such as rashes), and econsultation enables you to submit up to 4 images. Let us know if your preference is for a face to face consultation, telephone or video.
What about the digitally excluded?
We are making exceptions for over 70s (though not wishing to be ageist as plenty of over 70s are fine with contacting us online). We have free NHS wi-fi in the practice, if you are short of data.
Can you speed up my hospital appointment?
You’ll probably be aware that there are significant backlogs in planned hospital care. Suspected cancer cases are prioritised . We are not able to influence waits. Many specialties are asking us to refer via “advice and guidance”; they won’t automatically see you or consult by phone, but will give specialist advice. If you are already an outpatient , and were expecting to receive a follow up appointment but have not, you could try ringing “patient advice and liaison service” (PALS); (020 35942040 for Royal London / Mile End) (RLHpals.firstname.lastname@example.org); alternatively, try contacting the relevant hospital department (secretaries).
I want to talk to the GP about my results
If you had a test requested through secondary care (hospital), then the result should go back to the hospital clinician who requested it. You can expect them to contact you if a result is abnormal. If a GP at the practice requested a test, then the results will come back to us. Similarly, we will contact you if any significant abnormality. We encourage you to download the “NHS App” to view your GP records , including results. If there is a minor abnormality or borderline result we often put a free text note which you can read. We don’t have the capacity to have routine follow up after all tests.
Why aren’t the phones being answered?
We ensure sufficient staff are answering phone lines and are reviewing data on this. We are sorry if you are experiencing a long wait. This is probably because staff are on other calls. Though our phone system does process a queue, we do not currently an alert as to what number you are in the queue, as volumes of calls are so high: at peak hours, 90 calls per hour or more. Each call does take time and attention; queries can be complicated and take several minutes to resolve.
NHS App (free on android or iphone)
Please use this where possible for
- Blood test results
- Access to records
- Prescription requests
You can confirm your ID online with a photo of your passport, or we can confirm at reception and grant you a PIN/ linkage code. Please let us know when you have confirmed your ID, so we can upgrade your access.
Econsults can be convenient for you, and help us understand your needs in advance. Due to current volumes we can’t guarantee a consultation within 48h, but we can acknowledge and give you a timescale for response. Please flag up if the problem is new or ongoing, and if it something our reception team can help with. We need to prioritise by clinical need, and offer fair access to all.
Following national guidelines, we are currently minimising footfall in the practice, and offering online advice, phone and video consultations where possible. We are maintaining a safe environment, with separate zones, regular cleaning schedule and spacial distancing in waiting room. Our full clinical team are working , and we are doing urgent blood tests and face to face appointments where needed. Please complete an econsult enquiry (you can do this 24/7 via our website) and we will respond within 2 working days (usually much sooner). Econsults should NOT be used for clinical emergencies. Our telephone lines are open 8:30 – 6:30 Monday-Friday.
Please note: Our phone lines are NOT answered between 1-2pm.
During this time PLEASE RING 0300 033 5000 for Urgent medical emergencies that cannot wait until we are next open.
Tower Hamlets GP practices collectively offer appointments outside core hours (evenings and weekends); these are known as "hub" appointments , and can be booked through the practice or through 111
Please contact 111 for non-emergency, and 999 for emergency problems.
Important Practice News & Notices
We have been seeing patients face to face where needed throughout the pandemic. This is a through a “digital first” service. Please consult with us online (via our website or econsult )or by phone if you cannot. Phone lines are busy, so we prefer to reserve these for urgent problems , elderly and vulnerable patients. … Read More
Volunteer Centre Tower Hamlets are supporting the recruitment of volunteers for the C19 vaccination programme.
Anyone interested should register with them at this address www.vcth.org.uk.
Once registered they will receive weekly alerts of any available C19 volunteering opportunities.
We are pleased to announce that our practice now offers the eConsult service to our patients! eConsult offers a whole range of information for common conditions, ailments and injuries; in addition to the facility to submit a consultation to a GP, or a query to the administration team.