"Why can't I get through to my GP? They never answer the phone!"

Practices are experiencing very high demand for their services and telephone lines are very busy. We appreciate that this is frustrating and have introduced Klinik to take the pressure off the phones. Klinik forms submitted are reviewed the same day by a clinician.

"Why do I have to tell the receptionist everything before I can get an appointment?"

You won't need to give personal information to the receptionist if you are able to complete the Klinik form online yourself. If you require the receptionist to fill in the Klinik form on your behalf then the more detail entered the more appropriate the appointment made for you. Please let the receptionist know of any reservations and they will do all they can to assist.

"When I do get through to the GP surgery there are no same day appointments left."

There is a shortage of GPs across Wales and the UK which unfortunately will have an impact on the number of appointments. Appointments can now also be booked up to 4 weeks in advance so only medically urgent appointments will be seen the same day.

"Why are appointments still being conducted over the phone?"

Practices have adopted a blended approach to patient consultations, offering both face-to-face and remote consultations, as appropriate, based on clinical and patient needs.

"I don't want to see a nurse or other member of staff; I want to see a GP. Why can't I?"

Since before the pandemic, the traditional GP practice model has been evolving, with practices expanding their teams, so that patients see the most appropriate health care professional to meet their needs at that time. Many GP practices will have established a multi-disciplinary practice team, which includes extended roles such as Advanced Nurse Practitioners, Pharmacists, Physiotherapists, Paramedics, Mental Health Practitioners and Occupational Therapists. Patients do not always need to see a GP and the practice will have systems in place to navigate patients to the appropriate health care professional or service best placed to treat them. This enables GPs to be able to see the most complex of patients in the most need.

"When should I ring 111?"

111 telephone service is available 24 hours a day, seven days a week, and can be used for urgent health advice on what services to access or how to manage an illness or condition and to access urgent primary care out of hours.

"I can't get a face-to-face appointment with my GP"

GPs, along with the whole of the NHS, are under significant pressure. Initial telephone triage with a face-to-face appointment offered if necessary is an efficient way of addressing the needs of as many people as possible.

"Why don't GP surgeries open longer hours (evenings/weekends) to meet the demand?"

There is a shortage of GPs across Wales and the UK, so Practices do not have the ability to open safely, for longer hours. The GP Out of Hours Service means you can access a GP 24 hours a day, 7 days a week all year around.

"GPs are sending people to The Grange University Hospital unnecessarily - sometimes without even seeing them first"

There are occasions when this is the appropriate thing to do if someone is having a heart attack or stroke for example. Otherwise, GPs are assessing patients in the community before admission.

"There are no places with NHS dentists, so what can I do?"

Following advice from Welsh Government, dental practices are currently working hard with Health Boards to offer NHS care to new patients and reduce the waiting time to be seen. Many practices hold a patient waiting list, to which patients seeking regular care will be added until the practice is able to offer an appointment. Please do not be worried if you do not hear from the dental practice for several months, the practice will contact you when an appointment can be offered. In the meantime, if you require urgent dental treatment, please contact Aneurin Bevan Dental Helpline on 01633 744387 or email abb.dental.helpline@wales.nhs.uk