Appointments

To ensure that you get assistance from the most appropriate clinician we are introducing a system known as "Total Triage".

Total triage means that every patient contacting the practice will initially have their request/problem assessed by a clinician and the most appropriate appointment/advice will be offered.  For ongoing conditions we will endeavour to ensure you have continuity of care with the same clinicians.

All telephone requests for appointments will be taken by reception who will ask you some details of the request/problem and this will be assessed by our triaging clinician. Following this you will be contacted with advice or offered an appointment with one of our clinicians.  This may be on the day for an urgent matter or in the future for more routine issues, and will be with the most appropriate clinician for your problem/review.

The same process will be followed for any requests made using our online service by AccuRx available via our website homepage https://www.fileysurgery.co.uk/ just click in the "Contact us online" box to avoid the telephone queues! Patients don't need a password to use the system you just need to be a registered patient at the Filey Surgery. Our team of clinician's will assess your online form and contact you with a plan of action on how best to help you.  Don't forget, using our online service avoids telephone queues.

General Practices across Scarborough and Ryedale are now offering Extended Access to routine practice services, with appointments from 6.30pm to 8pm and at the weekend. Ask your reception team for details.

Whilst we will make every effort to provide you with an appointment with the clinician of your choice, we would ask that you , in turn, arrive on time for your appointment and advise us in good time if you are unable to attend, so that the time can be used for someone else.

If you are too ill to wait in the waiting room, or you think the illness may be infectious, tell the receptionist.

Telephones Lines:

There is a call queuing system in operation on the six lines into the surgery.  Please hold for a while if your call is not immediately answered. Our phone lines are open from 8am till 6pm Monday to Friday.

Please use the following options to connect your call to the most appropriate member of staff:

Press 1  For Reception, appointments & general enquiries.

Press 2 Home visits for housebound patients, we ask you ring between 8-11am to request a home visit.

Press 3 For test results, we ask you ring between 2-5pm to allow the clinician time to review your results.

Press 4 Flu & Covid vaccine line when clinics are available.

The lines are quieter after 11:00 if your call is not pressing.