Our Care Navigators, who are the first people you speak to on the telephone or at the Front Desk, are much more than receptionists. They ask questions in confidence following the NHS Code of Confidentiality and they do this in your best interest.

The team aim to support you to find the most appropriate person for you to see – this isn’t always a GP. For example, if you have knee or back pain, it might be best for you to see one of the specialist physiotherapists.

We know that sometimes there can be a bit of wait to get through on the phone. We do have up to 6 people answering calls at peak times to minimise delay and we now have a call back system which is very helpful, allowing you to go about your day without losing your place in the queue.

Don’t forget that many communications and appointments can be done online from our website. On the Appointments section, there is a tool to help you understand what different appointment types are and where it is best to book. This is found at A guide to our online bookable appointments.

If you do prefer to call, the following are useful points to remember and perhaps have written down:

1. Are you critically unwell? Do you need immediate help? If so, you should hang up and dial 999.
2. Who are you calling for? Yourself or someone else? You/their name and date of birth.
3. What is the reason for your call today?
   1. If you are unwell? What are your symptoms? What is of particular concern today?
   2. If you have more than 1 symptom which one worries you the most?
   3. How long have you had the symptoms, have they changed and have you had them before today?

4. Do you want an appointment with a doctor or a nurse or other health professional, for example a pharmacist or other specialist? Sometimes your problem can be more appropriately dealt with a different type of professional other than a GP. The team can help you decide which appointment is best for you.
5. If you have a skin problem you may be asked to send a photo and this will also help us decide how best to support you.
6. If you do decide you need to have a GP appointment, do you need to see them or just speak to them on the telephone?
7. Is the matter urgent for today ,or an ongoing issue, less urgent and able to wait for a for a longer period of time?
8. If you need to see a nurse, what is it for? Bloods, a dressing, health checks, something else?
9. If its for a health check, which one is it? Diabetes, Annual or 6 month reviews?

All of this information will help us to make your call to our team more efficient and appropriate for you. You are at the heart of The James Cochrane Practice and we want you to have the best experience possible.