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Appointments FAQ
The way we access GP services has changed. Below are some frequently asked questions that may help you understand these changes:
Why is the surgery changing the appointment system?
We want to provide a system where there is a safe and fair way for patients to access our services.
Our online consultation system (eConsult) should ensure patients receive an appointment based on their clinical need, at the right time, whilst maintaining continuity of care with the most appropriate clinician, irrespective of how you choose to contact the practice.
The opportunity that technology presents can deliver significant improvements in patient access, appropriate allocation of appointments, reduction in phone calls, increased on the day appointments and better use of non-urgent appointments. There are an increasing number of examples across the country where an integrated Triage, Web and Phone Access system has led to significant improvements.
Can I still book an appointment for next week or next month?
Yes. For routine appointments such as blood tests, smears, and immunisations, you will receive a link to self-book online.
If a clinician has contacted you after you have completed the online consultation - eConsult, they will also send you a link to self-book a convenient time for your telephone or face-to-face appointment.
What happens if I don’t have a telephone or have trouble using the telephone?
If you have difficulty using a telephone or do not have one, please come into the surgery.
Our Reception team will be happy to assist you in completing our online consultation or booking a routine appointment for you in person.
I am hearing impaired – what happens to me?
Please use our online eConsult system. This allows you to communicate your needs in writing at your own pace.
If you find this difficult, our reception staff can go through the eConsult questions with you in person.
Are the telephone calls recorded?
Yes all calls are recorded for training and security purposes.
The telephone appointments are as confidential as the appointments in the surgery.
Similarly, any information you provide through our eConsult system will be securely recorded onto your medical records, maintaining the same level of confidentiality.
I work in an open plan office – will I be able to text or email my query?
Yes, you can email this on patient online access.
The staff member will be able to liaise with you, and if a phone call is needed you will be asked to give your contact details and a convenient time for a call back by the clinical staff.
I can never get through to the surgery first thing in the morning—what will happen?
To help us keep our phone lines open for our most vulnerable patients who may not be able to use online services, we encourage you to use our eConsult system for your queries.
This allows us to manage requests efficiently and respond to you on the same day.
What happens if I miss the Doctor’s telephone call?
If you know that the Doctor will be calling you back, we do ask you to make sure you are available.
He/she will only try twice and will not leave a message on your answer phone, unless it has a personalised message.
Booking appointments online
You will receive a link to book your appointment online.
Please read the accompanying text message carefully as it will specify whether the appointment is scheduled as a telephone call or an in-person visit.
What happens once I have completed the eConsult
Your eConsult will be reviewed, and we'll contact you (usually within one working day) via phone, text, or email with advice or the next steps, which could include a phone or in-person appointment.
If I don't have a smartphone or a mobile phone – how do I book an appointment?
- Contacting the surgery by landline: Please call us during our opening hours, and our Reception team will assist you.
- Visiting the surgery in person: You can come to the surgery, and a member of our Reception team will be happy to go through the eConsult questions with you.