Important changes to GP services during Covid

The pandemic is still ongoing, and as such we need to ensure that the safety of our patients and staff is maintained.  Patients who visit the Practice may be vulnerable with health issues, sick and/or are undergoing treatment, so please continue to protect yourself, others and the NHS.

Our waiting areas have reduced seating due to social distancing.  Sanitisers and waste bins are available in each area. We ask that you respect other patients and clean down  your seat when you leave. Please continue to use the hand sanitisers at the surgery; they are conveniently placed throughout the building, on the walls in the corridors.

For Medical Advice/Appointments: 

We understand and appreciate your concerns and worries but please be reassured our whole team is working extremely hard in dealing with unprecedented demand.  There is lots of media coverage about GP practices.

This is how we are working: 

We do offer face to face appointments but it is not law that we do. The Patient Services Team are not able to book face to face appointments with GPs directly so please do not be abusive to the person answering the telephone.  We are aiming to provide a service in a safe and secure way.

All GP contact is through triage.  Your request to see a GP will be booked initially as telephone call with an Urgent Care Clinician.  Following the telephone triage consultation you may be asked by the clinician to attend the surgery for a face to face appointment.

This also applies if you care contacting the surgery via our e-Consultation service.

The Practice offers routine telephone triage appointments, as well as urgent on the day telephone triage appointments.

Please note that due to demand you may have to wait for up to 3 weeks for a routine telephone triage appointment and we ask for your patience with these timescales.

Urgent on the day telephone triage demand is very high so please only request this service if you feel that your problem is something that really cannot wait and needs to be dealt with on that day.  A high on the day demand reduces routine capacity.

Please note your request may be referred to one of our in-house Physiotherapy Specialists, a member of our Prescription Team or a Pharmacy in your local area.

Our Nursing Team has resumed the majority of face to face nursing duties.

Help us help you by:

  • Using e-Consult for non-urgent medical queries and sick notes
  • Ordering prescriptions in plenty of time to avoid the request becoming urgent (see our prescriptions policy).
  • Try to call the surgery in a less busy time for a routine request (after 10 am).
  • Please avoid coming in to Reception for general enquiries; a telephone call is our preference.
  • Ensure your phone has a signal if you are expecting a call. Clinicians will only call twice.
  • One person = one problem.
  • If a Clinician has indicated that a result or contact is routine, please be respectful of their clinical knowledge.
  • Secretaries can be contacted directly about referral queries (they do not book appointments)
  • Remember NHS Choices for self-help and advice.

The volume of calls, requests and emails has increased hugely but our team strives to answer the telephone and respond to requests as soon as they can; we apologise to you in advance if this is taking longer during these difficult times.

We are grateful for your understanding as we continue to adapt our services in line with guidance from Public Health England and our CCG regarding how we provide care. 

Thank you for your ongoing patience and support.

Making an appointment

  • Our GP practice has now moved to a total triage system. This means that all requests for appointments must be made via the phone 01252 545078 or via eConsult on our website.
  • Each request will be passed to a doctor for assessment. You may find that we treat you by phone, video link or may ask you to come for a face-to-face consultation.
  • Access to the surgery premises or another local surgery will only be if you have been asked to do so and there will be clear arrangements discussed with you as to how we can safely do this. Please do not come to the surgery unless you have been specifically asked to do so

Attending your appointment

  • If you need to have a face to face appointment, you may be asked to attend our practice or another
  • You should also aim to arrive as close to your appointment time as possible to avoid sitting in our waiting areas for any longer than needed. After checking in at Reception you may wait outside or in your car to be called if preferred.
  • Whilst you may have to go to a different surgery building to the one you are used to  and you might see a doctor or nurse who you are not familiar with. Your records will still be accessible securely to  you and them.

How can you help?

  • Please be patient – our phone lines are very busy;
  • Do you have a condition that you can treat at home? If you do then please try to do this with advice from either your pharmacist or from NHS online
  • Do you simply need general advice? If you do, please complete an E-consult,  alternatively you can visit 111 online
  • If you think you may have Covid-19 DO NOT go to a GP surgery, pharmacy or hospital. Use the NHS111 Online service to find out what to do next:;
  • If you feel you need to see a doctor for non-Covid-19 symptoms then please call  Reception on 01252 545078 and we will discuss your needs;
  • Please help the receptionist by giving them as much information as possible and answer any questions they may have. This will help us prioritise calls and have the right clinician call you back.
  • Have you nominated a pharmacy for the transmission of electronic prescriptions?  This will prevent the need for either you or pharmacy staff from coming to the surgery. The nomination of a pharmacy can be done via your online app or speaking to your pharmacist or GP surgery directly.
  • You can e mail the practice Contact Us

We do anticipate staff shortages due to isolation and sickness and aim to continue to give you the best possible care at this difficult time and appreciate your continued support with this.

Telephone Options

We have an automated telephone system.
Depending on your query when you telephone, please select from the relevant options as below: