If a patient wishes to leave a message for a GP, the receptionist will ask for as much information as possible to enable a GP to deal with the enquiry. Where possible, please supply a mobile number for the surgery to get back to you on; if appropriate this enables a member of the team to text any reply to the patient.
In an emergency, a receptionist will take a patient's details and the details of the problem and will then alert the patient's GP (or the duty doctor if their own GP is not available) urgently. The doctor will then decide how best to manage this emergency.
In a more routine situation, a receptionist will take a patient's details and the detail of the problem and will then email a message to the GP or Nurse. Only in an emergency will the receptionists disturb the clinician if they are in consultation. The GP or nurse has a responsibility to check their emails regularly and will respond to the query. A member of the team, not always the GP or nurse, will then contact the patient by phone or text with a response. If it is most appropriate for the clinician who knows a patient best (usually the patient's own GP) to respond to these routine queries, it will be sent to this clinician for their response when they are next in the building.