What to expect when you call your GP surgery for an appointment
Our reception team are here to help you as always and will initially book you a telephone consultation with the Doctor or Nurse, depending on your requirements.
You will be given a timed slot and the GP will endevour to call you back within 1 hour of that slot. The call comes through as a withheld number so please ensure you pick up or you will be required to rebook which obviously wastes valuable appointments.
We may ask you to send a photo prior to your telephone appointment. The request comes through as a text message request so please provide us with a mobile number and permission to contact you via text as this speeds up the process.
The doctor may also arrange for a video conference, this will be arranged between yourself and the doctor at the time of the telephone consultation.
Should the Doctor or Nurse wish you come in for a face to face appointment, Blood Test or other procedure, you will be asked to follow these guidelines:
Come to the main entrance and enter through the automatic doors. Please do not continue into the surgery without ringing the bell. Please ring the doorbell once and wait for reception to come and take your details to check you in on the system. You will need to step back from the door to allow us to speak to you at the safe 2 meters distance.
The receptionist will either show you to the Doctors waiting area which is both limited by number and 2 meter spacing or the Nurses waiting area which is again limited by number and spacing.
The Doctor or Nurse will then come and collect you themselves. They will have the correct PPE on and we would ask that you also wear a face covering.
Please follow the one way system in the building.
You will be shown out of the building following a one way system.
Please be assured that we always have our staff and patient’s safety and welfare at the heart of all our procedures and will adapt them accordingly. Thank you for your assistance.
Appointments can be made in person, by telephone to 01494 434344 or online using Patient Access.
The reception desk is open from 8.30am to 6.00pm each weekday (7:20am Monday).
Morning Surgery 8:30am - 11:20am
Evening Surgery 3:00pm - 5:40pm
Saturday Surgery 8:30am - 12:00pm (pre-bookable appointments only)
We also run a Sunrise Clinic every Monday morning from 7.20 - 8.20am with a doctor and a phlebotomist.
Book on the Day Appointments (and other options):
Whilst the majority of our GP appointments are Book on the Day, there a number of pre-bookable appointments available for patients.
These are :
- The first few appointments every day
- Sunrise clinic from 7:20am on a Tuesday
- Wednesday sunset clinic from 6.30pm - 7.30pm
- Every Saturday morning 8:30 – 12 (unless a Bank Holiday weekend)
With a reciprocal, locality agreement as part of the Government’s commitment to 8am to 8pm GP availability (Improved Access), appointments are also available to you as our patient at other local practices (the doctor will still have full access to your medical notes if and only if you make one of these appointments ) on other evenings until 8pm (Friday evenings on rotation through the 7 local practices including ourselves).
Patients also have the option of online access to appointments, prescriptions (and online access to medical records subject to initial doctor review and approval).
Once a patient is set up on the Patient Access system (forms to complete and ID to be shown to our reception) they can select a number of appointments – again both on the day (available from 8:30am as per booking appointments over the phone or at the desk) and some pre-bookable appointments across all of the doctors (including some phonecall appointments).
We open the lines at 8:30am and it has a queuing system (currently 30 calls) which are answered in turn by the reception staff. The appointments are, however, often all taken by 9:15am.
Making Appointments Online
You can now book your appointments online using Patient Access. To register for this service you will need to download and complete the form below and hand back to reception,together with 2 forms of identification (1 for your name and 1 for your address). You will then be sent your login details buy the Clinical System supplier.
Click here to download the Patient Access Registration Form
If you have already registered for Patient Access click on the link below to access the service.
This service will only be able to offer you appointments that are available and if you cannot find one suitable, you can always call our helpful receptionists who will try their best to find a suitable one for you.
We have an automated telephone answering system. When you call you will be asked to:
- Press 1 to book a GP or nurse appointment
- Press 2 for prescription queries or test results 9.00am - 5.00pm
- Press 3 to speak to a secretary or to arrange a home visit
If you do not have a touch-tone phone the system will automatically put you through to the appointment desk. All calls are held in a queue until a receptionist is free to take the call. Please be patient at busy surgery times - your call will be answered as soon as possible.
When you telephone for an appointment we would be grateful if you could provide the receptionist with brief details of your problem. Our receptionists have been carefully trained by the doctors and may ask questions about what you need. Please help them to help you by answering their questions as more often than not, they will be able to find you the earliest appointment. You can politely decline. If you need to see a doctor we aim to be able to offer you an appointment on the day that you phone the surgery, but as patients are now registered with the practice rather than with an individual GP, it may not always be possible for you to see your preferred doctor. We do have some appointments that can be booked in advance, mostly early and late in the day. Please call as early as you can for an appointment on the day.
We try to run to time as far as possible. Inevitably an appointment can run over time, so please bear with us if you have to wait. To keep the surgeries running as smoothly as possible, please remember the following points:
- Please arrive on time for your appointment and allow time to park your car (on site parking is very limited).
- NB Please let us know if you cannot keep your appointment.
- Please don't 'squeeze in' other people to your slot.
- Please let us know if you need more than the allocated 10 minutes so that we can give you a longer appointment.
Express Appointments - Tel: 01494 434344
Express appointments are available daily for single, uncomplicated problems such as sore throats, earache and rashes that can be dealt with in a 10-minute appointment.
Express clinics are run by specialist nurses with doctor back-up. Our receptionists will be pleased to advise you if you think that an express clinic appointment might be suitable to deal with a problem.
Special Appointments - Tel: 01494 434344
These are available via your doctor, the practice nurse or health visitor, for such as:
- Contraception advice
- Antenatal care
- Cervical smear
- Foreign travel advice and immunisation
- Baby clinics
- Parentcraft and antenatal relaxation clinic
- Medical examinations for fitness to drive, insurance, sports etc.
Please ask at reception for further details.
Cancel An Appointment?
If you have an appointment that you need to cancel, you don't need to wait until the surgery next opens to let us know. Please call on 01494 434344 and select 'Option 1' and cancel your appointment using the automated system.
You will be asked the following questions:
- Please say your full name after the tone
Answer - just say your full name and last name
- Please say the date and time of your appointment after the tone
Answer - just say the date and time eg. 1st March at 11.00am
- Please say the name of the doctor/nurse you have your appointment with after the tone
Answer - just say the name of the doctor or nurse who you are due to see
This is particularly helpful if you have an early morning appointment and will save you from queuing on the phone when the surgery re-opens. We will then have time to offer the appointment to another patient.