Introduction
This document outlines the call-handling process for managing patient enquiries relating to GP appointments, Long-Term Condition (LTC) appointments, Treatment Room appointments, and entries to the Clinical Assessment Screen (CAS).
It ensures consistent, safe, and clinically appropriate triage across Charlotte Keel Medical Practice.
Scope
This procedure applies to all CKMP reception and administrative staff handling patient calls regarding:
- GP clinical enquiries
- LTC-related symptoms or follow-up bookings
- Treatment Room procedures
- Travel vaccination enquiries
- Blood test bookings