Changes to the way we operate during COVID

Due to the current COVID situation, it may take a little longer to answer your call.
We apologise for any inconvenience this may cause you.

We are asking that you ONLY call us or do an online consultation if you have an URGENT request. If it is a ROUTINE request, we will ask you to contact us when the pressures have reduced.

Due to the recent surge in COVID-19 and the pressures on the NHS, we have been asked to stop any NON-ESSENTIAL work immediately. We will keep this under review.

We are still taking all prescription requests as normal.


The last 11 months have dramatically changed the way Primary Care Services are being delivered. Here is a summary of the way we are now working:

Voyager Family Health, run a total triage service. If a clinician determines there is a need for a face to face appointment, you will be booked into a relevant appointment slot. We are triaging via our eConsultation service or via telephone appointment.

Please do not attend the Surgery unless you have a pre-booked appointment. If you have any queries, please phone and speak to our Patient Services Team.

To submit an eConsultation, use the ‘Contact your Doctor’s online’ pop up on this page. All eConsultations will be answered within the indicated time on your confirmation email; however if you are requesting administration help, for example a letter from the GP, this will take longer to process.

We have multiple clinicians working on this Service at any one time, including working remotely.

If you are unable to access eConsultation please telephone the surgery and speak to our Patient Services Team. You will be asked a number of screening questions such as why you are calling and which GP you may have recently seen. The Patient Services Team will arrange for a clinician to call you back; the call may be from a withheld number. Please be available when the clinician calls; they will only attempt to call twice.

We normally give an approximate time in which the call will take place however; a GP may run late occasionally. Please bear with us on this.

For urgent on the day clinical services, all calls will be triaged by the Urgent Care Team and face to face appointments will be booked if necessary.

Patients will have contact with the clinical staff via telephone, SMS (text), video consultations and face to face (if appropriate).

Patients can only attend in person if they have been asked to do so. There will be clear arrangements discussed with you by the clinician as to how we can safely do this.

IMPORTANT

  • Please listen and make note of when and where you are told to come. There will be no other appointment times offered to you
  • You must come alone (unless bringing a child or you are the carer of the patient attending for the appointment)
  • Arrive as close to your appointment time as possible. There will be strict control on access and we will ensure social distancing is adhered to
  • Please notify our Patient Services Team of your arrival
  • You must wear a face covering when entering the surgery and for the
    duration of your appointment as per government guidelines
  • You may wait outside or in your car to be called instead of sitting in our waiting room

    Some of our clinics will be run outside in our car park. It is safer for both patients and staff. INR testing can be done through the car window.

If you have any queries relating to an existing, cancelled or deferred referral, please contact our secretaries by pressing option 5 on our telephone menu.

All prescriptions are converted to the Electronic Prescription Service. You should collect your prescription directly from your nominated Pharmacy. All prescription requests should be made online. See our prescriptions section on our website for how to do this.

We appreciate that you may be feeling anxious and frustrated by the change to services. Please bear in mind that our Patient Service Team and clinicians are working above and beyond to ensure that all patients in need are looked after and kept safe.

Your understanding and patience is much appreciated and valued.

Thank you

To review/download our COVID-19 patient letter, click here

You can complete a self-isolation form which can be given to your employers via: https://111.nhs.uk/isolation-note/

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The Surgery will not be providing GP letters as proof of a medical condition in order to self-isolate or for employers.  You can access your medical records via the NHS app or EMIS Access.
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