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For real life-threatening emergencies such as those below – RING 999
- Chest pain (suspected heart attack)
- Suspected stroke
- Suspected meningitis
- Anaphylactic shock (severe allergy)
- Heavy bleeding or deep lacerations
- Fluctuating levels of consciousness or completely unconscious
- Difficulty breathing or stopped breathing with a change in colour
- New seizure, fit or uncontrollable shaking
For immediately serious conditions such as the following, GO TO Emergency Department (A&E) IMMEDIATELY
- A fever and lethargic (drowsy) child
- A feverish and floppy (unresponsive) infant
- Difficulty breathing
- Sudden, severe abdominal pain
- Accidental or intentional overdose of medication
- Trauma (including falls) and possible broken bones or road traffic accident
Information about booking appointments
Can I self-refer?
You can self-refer for some services without seeing your GP. You can view a list of services which accept referrals directly from patients by visiting our self-referral page.
You can self refer for the following issues:
- Quitting Smoking
- Mental Health Services
- Maternity Services
- Drugs & Alcohol
- Sexual Health (including contraceptive services)
- NHS Diabetes Prevention Programme
Booking an Appointment – Top Tips
Who should you see for your problem – Our extended clinical team
- Advanced Physiotherapist – Back pain, limb pain, joint pain and neck pain.
- Advanced Podiatrist – Foot pain, pain below the knee. Our advanced podiatrist does not provide toenail care.
- Pharmacists – Medication reviews, medication queries, medication side-effects, long term condition reviews. Please see below for more information about pharmacist appointments.
- Dietitians – Dietary problems such as allergies, irritable bowel syndrome.
- Social Prescribers – Social issues such as benefits, housing, lifestyle, bereavement, veteran support.
- Nursing Team – Please see the Nurse and HCA sections below for further information on services the nursing team provide.
- Paramedic Practitioners, Nurse Practitioners and GP’s – Routine and urgent consultations.
Same Day Appointments
- If you feel you have a medical problem that needs to be addressed on the day, please call the surgery on 023 9200 9191 select Option 1.
- The urgent phone line opens at 8am.
- If appropriate, you will be booked in for a call back by the duty team. The team consists of Doctors, Nurse Practitioners, Paramedic Practitioners, Clinical Pharmacists, Podiatrists and Physiotherapists.
- We may able to manage your condition safely over the phone.
- If the clinician considers an appointment is necessary, they will ensure you see the clinician who is most appropriate for your needs.
- Same day appointments are for one medical issue that cannot wait – you will be unable to discuss any non-urgent or ongoing problems.
- If you are offered an appointment, you will be offered the earliest appointment available. You cannot ask for a specific time. We assume that if it is medically urgent, you are ready to attend straight away, and will not be at work or school etc. We do appreciate you may need time to travel.
- Register online! Routine telephone appointments with a variety of clinicians can be booked from 7pm one week and a day ahead before appointment date.
- Alternatively you can call the surgery at 10am and press option 2, there will possibly be a queue of calls, please wait in the queue and we will get to you as soon as possible. Currently our routine appointments are available to book one week ahead.
- We also offer other routine appointments such as B12 injections, blood tests, cervical smears, child immunisations and flu. Please call after 11am to book these or book online.
- If you wish to consult with a particular doctor or clinician, you may have to wait slightly longer for an appointment.
Things to Consider
- Please be aware that when calling to request an urgent appointment you will need to give our trained call handlers a brief description of the problem.
- Phone lines are at their busiest 8am – 10am and 2pm – 3.30pm. Please be prepared to wait in a queue. Putting the phone down and trying again will only prolong the amount of time taken to get through.
- If you hear a message saying that all of our call centre agents are busy, please keep trying as the queue usually moves quickly.
- Ensure you have important information (date of birth and phone number) ready to provide to verify your details.
- Online appointments are released at 7pm daily. We do hold some back for those without internet access, but this is the best time to take a look without having to call in.
- Our phone lines close at 1pm daily. They reopen at 2pm for afternoon appointments. Only medical emergencies will be dealt with between 1pm and 2pm.
Please read our leaflet about getting the best from your appointment:
Late for your Appointment
Please attend your appointment on time, if you are late you will not be seen. You will not be able to rearrange your appointment until the next working day-except in the event of a medical emergency that requires immediate attention.
Can I bring someone to accompany me to the Appointment?
We are very happy for patients to attend with a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.
Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.
Occasionally we might ask for them to leave but this would be unusual.
If you require interpretation services please contact us in advance of you appointment and we will endeavour arrange this.
Interpreter or being accompanied to your appointment
If you require an interpreter to attend your appointment with you please notify the receptionist and we will arrange this for you.
If you would like a friend or family member to accompany you to your appointment this is fine. We also offer a chaperone service. Please ask at reception for more information when you attend for your appointment.
Healthcare Assistant Appointments
Our HCA’s run a variety of clinics including taking blood samples, blood pressure monitoring, electrocardiogram tests (ECG), hearing tests, long term condition reviews, dementia screening, B12 injections, wound dressings, physical checks, carers checks, shingles injections, respiratory reviews, removal of sutures, COVID vaccinations, flu vaccinations, weight management, learning disability reviews and much much more!
Be seen quickly for wound dressings, removal of stitches, health care management, smears, long term condition reviews, vaccinations, leg ulcers. Our specialist nurses run clinics for asthma, COPD, diabetes, heart disease and hypertension with most of them being fully qualified to issue prescriptions.
Clinical Pharmacists are highly qualified health professionals who train for many years to become specialists in medicines and how they work. They can work directly with you, as part of the General Practice team, to make sure your medicines help you get better and stay well. Having a Clinical Pharmacist in the practice team means you can be treated by the best professional for your needs. All pharmacists are registered with the General Pharmaceutical Council.
When Will I See A Clinical Pharmacist?
You will see a Clinical Pharmacist when you need expert advice on your medication, often for those taking multiple medicines (polypharmacy). If you condition needs diagnosing, you will usually see your GP first, who may then refer you on to a practice nurse or clinical pharmacist. Below are some examples of how a Clinical Pharmacist can help you:
If you have a condition such as asthma, diabetes, arthritis or high blood pressure, the Clinical Pharmacist can discuss the medicines you’re taking to make sure they’re working for you. They can also help you with lifestyle changes to help you manage your condition.
Reviewing Your Medicines
If you are taking medicines long-term, you should be regularly reviewed. The Clinical Pharmacist can review all your medicines, discuss how they are working for you and carry out health checks, such as taking your blood pressure. They can also arrange for you to have blood or other tests.
After A Stay In Hospital
If your medicines have been changed while you were in hospital, the Clinical Pharmacist can help explain these changes and ensure you get the maximum benefit from these medicines.
For Common Illnesses You Can Still Visit Your Pharmacy
If you are suffering from a common illness such as a cold, hay fever, diarrhoea, an eye infection or pain, the fastest way to get advice is to visit a Community Pharmacist who is able to advise and sell you the appropriate treatment. If they think a prescription only medicine is required or you need more specialist advice they will recommend you attend the surgery.
Patients are requested, where possible, to telephone before 10:00am if a home visit is required that day.
Apart from the genuinely housebound, all other patients should attend the surgery.
Please note that the clinician may telephone you rather than visit you if this is medically appropriate.
Text Reminder Service
A text message service is available which allows you to receive confirmation and reminders about your appointments.
Please remember to update your contact details with us when you change address, telephone numbers and email address
Giving Consent for Treatment
You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.
Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.
It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.
Please help us
If you are not able to attend your appointment please let us know in time so that the time can be used for someone else. If you are late for an appointment you may be asked to re-book. Please note persistent failure to comply with this guidance may result in the removal of your online access to book appointments. You can also text to cancel your appointment.
Did Not Attend (DNA)
If you are unable to attend, ALWAYS cancel your appointment. Each month, on average, we have 1000 appointments that are not attended by patients. When a patient fails to attend for their appointment (either face-to-face or telephone), it is referred to as a “DNA”. Failure to attend an appointment prevents fellow patients from getting one. Patients that persistently “DNA” will be written to and may ultimately be removed from the practice list if they continue to “DNA” their appointments.