Contact us with Accurx – online triage system
You can contact a doctor, nurse or other healthcare professional by using our online triage system called Accurx. If you struggle to use online services for any reason, receptionists are still available to help submit the request form for you. If you can use online services, please leave the phone lines free for those who can’t.
Urgent appointments
To request an urgent appointment during opening times:
- use the Accurx service
- phone us on 01908 605775 if you cannot use the online service.
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.
Urgent medical appointments will be available on the day, subject to availability.
It is essential that patients with an immediate medical need are seen; therefore please do not ask to be seen on the same day for a routine problem.
For patients with an urgent medical need, we may ask you to see another clinician other than a GP. If we are unable to help, you may also be asked to contact 111 or the urgent care service as an alternative to seeing one of our clinicians.
This will only be given as an option if all our on the day emergency appointments are booked, and we do not have any appointments available.
Please do not request an urgent medical appointment for private medicals, GP letters, repeat prescriptions or travel immunisations. Please speak to a receptionist who will assist you with booking an appropriate appointment.
Routine appointments
To request a routine appointment in advance during opening times:
- use the Accurx service
- phone us on 01908 605775
- use your NHS account (through the NHS website or NHS App) or SystmOnline to book a screening test or vaccination
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.
Allocated GP
We would encourage you to book appointments with your registered GP so that you have continuity of care. This is important if you are having investigations/tests, or are receiving a long term course of treatment. However for more urgent, acute conditions, you may be booked in with a different clinician.
A guide to our appointments
We operate an appointment system of 10 minute consultations with doctors, and between 10 and 30 minutes with practice nurses. Appointments can normally be booked up to 8 weeks in advance for nurse appointments only.
Telephones are manned between 8am and 6:30pm, Monday to Friday. Please note that receptionists will ask ‘why you need to be seen’. This is to ensure you are booked for the most appropriate medical care, with the most suitable health professional and most appropriate timescale. The receptionists are not being nosey, they have been asked to do this by the doctors and management team.
You may also be advised to speak to a pharmacist instead of seeing a GP.
An appointment text reminder messaging service is available to all patients. You will automatically be signed up to this if you have given us a mobile number. If you do not wish to receive a reminder text please speak to a receptionist.
Booking an appointment online
Please remember if you have online access you can also do the following on your phone or tablet:
- See your full test results
- Order repeat prescriptions
- See your medical records
If you would like to register for online services, please complete our register for online services form. If you do not have online access, and would like some help in setting it up please ask our reception staff who would be happy to help.
For the online appointment service you will be asked to give a reason for why you need the appointment. We may telephone you for a reason if you do not put one down. We need to ensure that you will be seen by the appropriate clinician.
When booking online please state if you need an interpreter and which language. Please note this is a telephone interpreting service.
Cancelling or changing an appointment
If you are 10 minutes or more late for your appointment, you will not be seen and will need to book another appointment. This will count as a ‘missed appointment’.
It is important to cancel any appointments if they are no longer required, giving at least 1 hours notice.
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- use the GP online system: SystmOnline
- phone us on 01908 605775 and select option 3 to leave a cancellation voicemail
- send a text to 07800 000199 with CANCEL. No other details are needed if your mobile number is recorded on your records
Failure to attend pre-booked appointments
If you fail to attend a pre-booked appointment, we will write to you to advise you that you have missed an appointment and that you are responsible for notifying the practice if you need to cancel an appointment.
If you fail to attend a second appointment at any time, a letter will be sent to you advising that a further missed appointment could lead to your removal from our register.
Should you fail to attend a third appointment at any time, you will be removed from our register following discussion and agreement from your registered GP.
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
Home visits
The practice with all its facilities is the best place to hold a consultation. However, home visits will be made if:
- As a result of your illness, you are unable to be transported to the surgery
- The doctors consider that it would be medically unsafe for you to attend
Requests for home visits should be made before 10am by contacting the practice. Home visits will be made either by a GP or our paramedic.