Voyager Family Health New Model of Care

Patient Information


We want to improve your experience as a patient with Voyager Family Health and so we will soon be changing the way we provide appointments.

We have been running a pilot of this new service at our Main Surgery (Milestone) since November 2018 where we have made it much easier to make an appointment for those with urgent problems that need to be seen that day and have had excellent feedback from patients.

We now want to make this service available to all Voyager Family Health patients, the service will start on May 13th 2019.

We are setting up a new Urgent Care service at our Branch Surgery (Southwood) and most patients needing an urgent/on the day appointment will be seen there.

You will book your appointment through your normal practice reception team and you will be seen on that day by one of our GP’s or another member of our urgent care team – nurse practitioner/prescriber, paramedic practitioner or first contact physiotherapist.

Why are we doing this?

At Voyager Family Health we want to make sure you are provided with the most appropriate treatment, in the best place, in a timely manner.

We have a responsibility to improve the quality of care provided to patients and to use NHS resources appropriately. One of our reasons for the recent practice merger was the opportunity it gave us to employ health care professionals with a range of skills and improve both routine and urgent care.

What will change?

Urgent/same day appointments:

  1. If you need a same-day appointment, phone your practice as normal.
  2. The receptionist will ask for some information so we can provide the right care for you.
  3. If a same-day appointment is needed, you will be booked into an appointment at our Branch Surgery (Southwood) or be booked a phone call for you to speak with a relevant health care professional.

Routine Appointments:

All our patients will now have access to routine pre-bookable appointments and most of these appointments will be at our Main Surgery (Milestone):

  1. If you need a routine appointment, phone your practice as normal.
  2. The receptionist will ask for some information so we can provide the right care for you.
  3. You will be given two choices, the first available appointment with an appropriate clinician or the next available appointment with the clinician of your choice. You will still be able to choose to see the doctor or nurse who you have seen before.


What about confidentiality?

We understand you may not feel comfortable telling the person at the other end of the phone about your health. Whilst you do not have to share any information you aren’t comfortable with, all staff who work in the practices treat your personal information sensitively and in confidence. The GPs at the practice have asked all staff to help them provide the best service possible and by sharing this information with the practice team, you can be seen by the right person more quickly.

What about contacting my GP for other things?

What about contacting my GP for other things?

For any routine request, such as test results or prescriptions, please contact

your GP surgery in the normal way.

Can I consult with my GP online?

Yes, go to the Voyager Family Health website

On the first page you will find econsult. eConsult is a platform that allows patients to consult with their own NHS GP simply by completing a quick online form. It helps GPs to deliver better access to registered NHS patients by providing a round-the-clock portal where patients can enter their symptoms and receive instant self-help advice, together with signposting to NHS 111, pharmacies and other healthcare services.

Who do I contact with questions or feedback?

We understand that we have made some big changes recently and your views are very important to us.

If you have any concerns or comments relating to this service, or would like to provide some

feedback, please contact our practice managers – (contact details).

How do I get to my appointment?

See Maps of both of our locations:

For parking at our Main Surgery (Milestone) – Kingsmead Multi-Storey Car Park Kingsmead Farnborough Hampshire GU14 7SJ

For parking at our Branch Surgery (Southwood) there is ample parking nearby GU14 0NA