Appointment system
All patients requesting to see a clinician are triaged by our trained care navigator team with support from the allocated duty doctor. It may be that the most appropriate clinician for you to see is not a doctor, it may instead be a member of our extended clinical team (for example, a pharmacist or paramedic).
We operate an on the day appointment system. We therefore ask you to contact us on a day that is convenient for you to have the appointment. Our online forms open at 8am and our phone lines open at 8:30am, Monday to Friday. Our care navigator team work through the incoming forms and phone calls as quickly as possible whilst maintaining patient safety so please be patient with them.
For this service to run efficiently, it is advisable that you arrange an appointment with the practice and do not arrive without doing so, as this will only delay your treatment and assessment. We do not provide a sit and wait service.
When contacting the surgery to request an appointment, please provide our trained and skilled care navigators with enough information to pass to our medical team. They only ask questions that the doctors have requested; this is to accurately assess the need and urgency of your condition.
Our care navigators will, where possible, contact you through the same method that you contact us. If you are requesting an appointment through our online form, please check your emails to see if you have had a response from us.
Urgent appointments
You can request an urgent appointment for today or tomorrow (Monday to Friday) during opening times.
We will respond to requests within 1 working day.
Depending on the time you submit your request, you may not get a response on the same day.
You can also:
- phone us on 01953 881247 from 8:30am
- visit the surgery
When you get in touch, we’ll ask what you need help with.
We will use your answers to choose the most suitable doctor, nurse or healthcare professional to help you.
Routine appointments
To request a routine appointment in advance during opening times:
- phone us on 01953 881247
- use our nurse or healthcare assistant appointment request form and we will respond within 1 working day
- visit the surgery
When you get in touch, we’ll ask what you need help with.
We will use your answers to choose the most suitable doctor, nurse or healthcare professional to help you.
Phone appointments
If you have a phone appointment, the clinician will call you on the day. However, we cannot guarantee the call will match your appointment time.
All our incoming and outgoing phone calls are recorded for training purposes and to protect our staff.
Advanced practitioner appointments
Advanced practitioners (AHP) are qualified to assess patients’ physical, psychological and social needs and to diagnose and implement agreed management plans with patients, including appropriate prescribing and referrals to specialists.
We have a team of advanced practitioners who work closely with the doctors and provide appointments for patients.
Nursing team appointments
Our nursing team is available by appointment for a range of your healthcare needs. These include asthma and diabetic checks, blood tests, removal of stitches and wound care, ECGs, health checks, cervical screening, blood pressure checks alongside much more. To request an appointment with our nursing team please use the nurse or healthcare assistant appointment request form or ask a member of reception for more information.
All appointments are booked in advance and while a few appointments may be available on the day, this cannot be guaranteed. The care navigator will ask you the purpose of your appointment as certain procedures are allocated longer appointment times.
Enhanced access
We provide enhanced access appointments to support patients who have difficulty accessing appointments during our traditional opening hours. We offer GP, AHP and practice nurse appointments as part of this service. We are open:
- Wednesday, 6:30pm to 8pm
- Every third Thursday, 6:30pm to 8pm
- Every third Friday, 6:30pm to 8pm
- Every third Saturday, 9am to 5pm
Please note, not all services are running during these hours and they are for pre-booked appointments only.
Your appointment
However you choose to contact us, we may offer you a consultation:
- by phone
- face to face at the surgery
- on a video call
- by text or email
Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.
Text message reminders
You can register to receive information about your appointments and healthcare by text message on your phone.
Cancelling or changing an appointment
It is important that you let us know if you need to cancel your appointment so it can be booked by another patient. To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- use the GP online system: SystmOnline
- fill out a cancel an appointment online form
- reply to your appointment confirmation and/or reminder stating “cancel”
- phone us on 01953 881247 during opening times
Our policy for late arrival for an appointment
Our care navigators operate to the following protocol where patients arrive late for an appointment with a clinician:
- Patients can book in up to 10 minutes after the appointment time without further formality.
- Between 10 to 30 minutes after the appointment time, the care navigator will ask why you are late and then speak to the clinician. Depending on the circumstances, which will include the clinical workload, the clinician will then decide whether you can be seen later, which may not be until the end of the session or be asked to re-book.
- If you are more than 30 minutes late for an appointment, the care navigators will ask you to re-book another appointment, which may not be available the same day, without reference to the clinician. As part of re-booking, you will be required to contact us via our website forms or phoning the surgery.
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
- if you need an interpreter
- if you have any other access or communication needs
Interpreter services
For non-English speakers, we use the translation services provided by DA languages. If you feel this service would be of help to you or others please tell the care navigator when booking your appointment.
For patients who require sign language, we use the interpretation services provided by Language Empire. If you feel this service would be of help to you or others please tell the care navigator when booking your appointment.
Home visits
We realise home visits are sometimes necessary. However, they do take our doctors three times as long to undertake as a surgery consultation. Potentially limiting our ability to see as many patients as we would like.
Whilst it is preferable patients come to the surgery, if someone is really too unwell to come, a doctor or paramedic will visit. Home visits will only be made for medical reasons, not for social reasons or lack of transport.
If you need a home visit, please request this before 10:30am and be prepared to provide the care navigator with your symptoms.
A member of our team may call you back to offer advice, provide an estimated time of visit, or alternatively, request that you attend the surgery.
Paramedic
A paramedic may come to visit you instead of a doctor. The paramedic liaises closely with the doctors.