Welcome to East Bank Medical Centre
Covid-19 update regarding face coverings - 14/7/21
As a practice, we have worked tirelessly over the past fifteen months to create an environment within which patients are safe to attend and staff are able to work safely. Whilst government guidance regarding the wearing of face coverings changes on Monday 19th July we will continue to ask all patients that they continue to wear a face covering when attending the Practice. This is to continue to protect our vulnerable patients.
The number of positive cases continues to rise and so we believe it is appropriate to continue with our current arrangements. As a result, the doors will be open, but you will still be asked COVID related safety questions at check in, asked to wear a face covering and you will be socially distanced in the waiting room.
Please respect the job the reception staff are doing; they are working to local and national protocols to keep the Practice operating as safely and efficiently as possible and to make sure we can deal with your issues and queries as quickly as possible.
We hope you understand the reason for us continuing to work in this manner; the situation will be reviewed regularly, and changes made when necessary.
Thank you for your understanding and continued support.
A letter to our patients 5/7/21
We are writing to you to update you about some important changes and challenges our practice is facing and to explain the reasons for these.
Firstly we would like to thank you for your patience and cooperation over the extremely turbulent past 15 months. We understand that there have been many changes to how health care is delivered, both at a national and local level and that this may have been unsettling and difficult to navigate at times. Whilst there have been some changes to staff over recent months we feel very positive about these changes and feel sure that all new members of staff will be quickly welcomed by the practice population, in a similar way to how we have embraced them into the practice team.
General Practice is facing unprecedented demand at present. This is a national issue and is not unique to East Bank Medical Centre. As much as we would like to be able to offer every patient the appointment of their choice and process all patient requests at the time of their receipt, this simply is not possible. We currently receive between 120 and 150 patient calls between 8am and 10am every day and despite all of us working to capacity, it is impossible to meet all this demand as every patient wishes. This is why it can be difficult to get through on the phones; it is your fellow patients also seeking medical attention. We acknowledge this and apologise that it can be frustrating.
East Bank Medical Centre has a long ethos of aiming to offer same day medical attention whenever possible and this is something we remain committed to. We feel that it is imperative that those patients with an urgent clinical need are able to get through on the phones and receive appropriate medical contact in a timely fashion. As such we have implemented a telephone triage system to help us to prioritise clinical need and use our precious appointments most appropriately. We still ask you to call between 8am and 10am to request an appointment or home visit. Reception staff will ask you some questions and it is vital that you answer them as truthfully and accurately as possible as this will help guide the receptionist how to navigate your call. If you do not cooperate with the receptionist, they will be unable to process your call. Depending on the reason for your call, the receptionist may ask an ‘on call’ GP or PA to contact you to triage your call further or they
may offer you an appointment that day or in a few days’ time. If your situation changes and you are unable to attend or you no longer require your appointment please notify the practice so it can be offered to another patient. Issues such as routine queries, non-urgent medical certificates and non-urgent results reviews will not be processed immediately and the receptionist will give you a time frame in which you should expect your issue to be completed. Please treat all our staff with respect; we are all doing our best in extremely challenging circumstances.
We also ask that before calling us please consider other options. Would a dentist or pharmacist be better placed to help you?
We are all working extremely hard to ensure that we offer the best care as possible. We hope that together we can continue to develop our practice to be an asset to our community.
Dr Hannah Walch and the team at East Bank Medical Centre
The National Booking Site is now live
Any patient who is eligible can click on the following link and book for their first and second COVID vaccine.
For the most up to date information on covid-19 please access the government website:
Coronavirus (COVID-19): guidance and support - GOV.UK (www.gov.uk)
Click here to see the report
Friends and Family Test:
Please take the time to complete our online Friends and Family Test and have your say on the service we provide. You will find a simple questionnaire at the bottom of this page under the Patient Survey tab. We value your opinion
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(Site updated 14/07/2021)