Online Appointments Guide
When booking appointments online, please double check that you are booking in with the correct member of staff. The SystmOnline user interface on both the website and smartphone app can sometimes make it difficult to see if you are booking in with the correct clinician. So please double check before you book to avoid disappointment.
To help with online appointment booking we have developed a guide which can be accessed here.
Non-Acceptable Reasons for an Online Routine Appointment
Routine online appointments should not be used for Non-NHS work. Often a fee is involved and specific information / administration required this includes:
- Medical reports
- Letters to Employers
- Insurance / Assurance Claims
- Work Medicals
In these circumstances we would kindly request that you contact the reception team for assistance or use eConsult.
Booking an Appointment - Top Tips
Same Day Appointments
- If you feel you have a medical problem that needs to be address on the day, please call the surgery on 023 9200 9191 and select Option 1.
- You will be booked in for a call back by the duty team. The team consists of Doctors, Nurse Practitioners, Paramedic Practitioners, Clinical Pharmacists and Physiotherapists.
- You may be dealt with over the phone.
- If they consider an appointment is necessary, the duty team will ensure you see the clinician who is most appropriate for your needs; likely a Nurse Practitioner, Paramedic Practitioner or Clinical Pharmacist.
- 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 the day before appointment date.
- Alternatively you can call the surgery after 10am and press option 2, there will possibly be queue of calls, please wait in queue and we will get to you as soon as possible. Currently our routine telepone apointments are avalable to book on the day.
- If a face to face appointment is deemed neccessary, the clinician will arrange it during your telephone appointment.
- If you wish to consult with a particular doctor or clinician, you may have to wait slightly longer for an appointment.
- We also offer other routine appointments such as B12 injections, blood tests, cervical smears, child imunisations and flu.
Things to Consider
- Please be aware that when calling to request an urgent appointment you may need to give our call handlers a brief description of the problem so that it can be recorded on a triage list.
- 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.
- 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:
What is self care?
Self care is about looking after yourself in a healthy way. It can be anything from brushing your teeth, doing some exercise, managing common conditions (like headaches, colds and flu) or living with a long-term health problem, such as asthma or diabetes.
We are here to help you feel able to look after your own health when it is right for you. So, when you come in for a consultation, the doctors, nurses and healthcare assistants will talk to you about what you can do to help maintain and improve your health.
Click here for advice on what to keep in your medicine cabinet.
There are many areas where patients can self-treat conditions. This helps keep appointments available for people who really need them.
Did you know?
- The NHS belongs to all of us – help us to keep it working smoothly by turning up for appointments.
- Every time you see a GP it costs the NHS £43, on average, for a 12-minute consultation.
- A visit to Accident and Emergency costs £112.
Where can I get self-care advice?
We offer four main portals for accessing self-care advice:
1. There is some great advice available via our eConsult page here. Please select the 'I want help for my condition' option.
2. We also have a health advice page which covers many topcis and provides links to NHS approved websites.
3. The NHS website offers lots of useful information about self care. You can access it here.
4. The self care forum patient portal.
Self care for common conditions
Did you know that one in five GP visits are for common conditions, such as backache, headache or cough?
For most people, they are not serious health problem – you just want to know how to relieve it and you want a treatment that acts fast. You also want to know how long you’re going to suffer or what you should do if your symptoms change.
The good news is that self care can help you manage most of these problems. It may mean you don’t have to spend time waiting to see your GP but can get on and start tackling your symptoms. Self care for common conditions can also help free up some of your GP’s time, making it easier to get an appointment when you have a more serious condition.
Find out more about self care for common conditions
The Self Care Forum has produced Factsheets to help you take care of the most common ailments. These provide useful facts about your condition, what you can expect to happen, how to help yourself, when you should see your GP and where to find out more information. Research shows people using these Factsheets felt more able to manage their common condition.
Click on the link for the Factsheet you need:
- Low back pain
- Children’s fever
- Cough (adults)
- Sprains and strains
- Sore throat
For information on other common conditions, visit the NHS Choices or Patient UK websites. If you are not sure about your symptoms, click here for the NHS Choices symptom checker where you can get advice on what to do next.
If you need more advice or you are unsure what the right thing for you to do is, ask your pharmacist for advice or call the surgery to speak to a doctor or make an appointment to discuss your problem further.
Depending on your condition you may be able to self-refer yourself for an appointment with a specialist.
Please click here to visit our referrals page.
Be seen quickly for minor ailments, injuries, dressings, removal of stitches, health care management & family planning. Our specialist nurses run clinics for asthma, COPD, diabetes, heart disease and hypertension with most of them being fully qualified to issue prescriptions.
Healthcare Assistant Appointments
Our HCA's run a variety of clinics including taking blood samples, blood pressure monitoring, electrocardiogram tests (ECG), hearing tests etc.
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, type 2 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 seen for a review at least once a year. 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.
Just as when you see a GP or a practice nurse, you will see the Clinical Pharmacist in a private consultation room. Seeing the pharmacist does not replace an appointment with a doctor. You will still be able to see a GP if you need to. Our Clinical Pharmacists can write a prescription for your medicines but you will still have to collect your medicines from your local pharmacy in the usual way. Please let the surgery know if you need to cancel or reschedule your appointment, so that another patient can benefit from it instead.
For Common Illnesses You Can Still Visit Your Pharmacy
If you are suffering from a common illness such as a cold, hay fever, diarrhea, an eye infection or pain, the fastest way to get advice is to visit a Community Pharmacist who is able to ad-vise 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.
We would request that, apart from the genuinely housebound, all other patients attend the surgery rather than request a home visit because of the extra time home visiting takes. On average four to five patients can be seen in surgery in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the surgery.
Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.
Cancellations & Reminders
Cancel an Appointment
It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.
You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.
The appointments lost to people who did not attend (DNA) in October are shown in the statistics opposite.
Late For Your Appointment
Please attend your appointment on time, if you are late you may not be seen. If you are not 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.
Interpreter or being accompanied to your appointment
If you require an interpreter to attend with you when you see your Doctor 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 chaperone service. Please ask at reception for more information when you attend for your appointment.
Text Reminder Service
We have a texting service 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.