Appointments

This is a group practice, and you may see any doctor. We will do our best to comply with a request to see a specific doctor. However, when you need to see a doctor urgently, it may not always be possible to see your usual doctor.

Our Appointment System

Wherever possible, please use our online booking options for routine appointment requests.  Using online services helps keep our phone lines free for patients who need urgent medical assistance or are unable to access them.

Follow this link for options on how to request an appointment online>>

Or telephone 01202 897000.

We want to make sure you get the right care at the right time.

Most of our appointments are booked for the same day, and a few are available to book up to 4 days in advance.  To help us manage your health efficiently, we use a telephone-first system.  Your initial consultation will be over the phone. If the clinician decides a physical examination is needed, they will book a face-to-face follow-up for you.

Important: The clinician will try to call you twice. Please keep your phone nearby. If we can’t reach you after 2 attempts, you will need to rebook.

Appointments for our treatment room team are available four weeks in advance.

Can’t make it?  If you no longer need your appointment, please let us know as soon as possible. By cancelling, you allow us to offer that time to another patient who may need urgent care.

Care Navigation: getting you the right care

When you call to book an appointment, our reception team will ask for a brief outline of your health concern.  This isn’t to be intrusive—it’s to ensure you are seen by the right professional as quickly as possible. We have a diverse team of healthcare professionals and often a GP isn’t the only (or even the best) person to help with your specific need.

Our Multi-Disciplinary Team

By sharing a little information, our “Care Navigators” can book you in with healthcare professionals such as:

• Advanced Nurse Practitioners: Highly trained to diagnose and treat a wide range of health conditions.
• Clinical Pharmacists & Pharmacy Technicians: Experts in medication reviews and prescription queries.
• Paramedic Practitioners: Skilled in managing acute illnesses and urgent medical needs.
• First Contact Practitioners: Specialised in bone, joint, and muscle issues (Physiotherapy).
• Social Prescribers: Here to help with non-medical issues that affect your wellbeing, such as housing, loneliness, or finances.

How this helps you

Seeing the most appropriate specialist first gives you expert advice faster. It also ensures our GPs can focus their time on patients with the most complex or serious long-term health conditions.

Cancelling your appointment

 If your appointment has been arranged for a time within the next 24 hours, please call Reception directly on 01202 897000.

If your appointment is scheduled more than 24 hours in advance (excluding weekends and public holidays), you can cancel it quickly and easily using our online options. 

Help us help you:  preparing for your consultation

Here are some tips to make the most of your appointment.

• Talk about the most important thing first – It is best to talk about the most important problem first, even if it is the most embarrassing or worrying. Write everything down beforehand if necessary.
• Is this your first visit to the Practice? – Please bring a list of medications you are currently taking.
• If you don’t understand, don’t be afraid to ask again – The Doctor can explain what has been said or any words you did not understand.
• Ask a friend or family member to come with you – only if you would like.
• Make sure you know what happens next – You may be asked to book a follow-up appointment, be referred to a Consultant or be required to attend for further tests.  Make sure you know if you need to do anything and write it down if necessary.
• If you are late – you may not be seen. Please allow plenty of time when travelling to the Practice, and if driving, for parking your car.
• Zero tolerance – Please be respectful to other patients and staff when attending the Practice. Disruptive or abusive behaviour will not be tolerated.

Home Visits

We encourage patients to attend the Surgery, where full equipment and facilities are available. Most medical problems are best managed in this clinical setting. However, care in the community may be appropriate at times. Home visits are reserved for patients who are housebound or have a clinical condition that prevents them from attending the Surgery. Please request a home visit only when the patient is genuinely too unwell to travel. Most children can safely be brought to the Surgery by car, taxi or pushchair.  Learn more about getting to the surgery here>>

To request a home visit, please call before 10.30 am whenever possible.  Give the receptionist brief details of the problem so the doctor can assess the urgency. Visits may not take place the same day or with a doctor of your choice.

When requesting a visit, please provide:

• The patient’s name, address and date of birth
• Your name, contact details and relationship to the patient (if calling on their behalf)
• The nature of the problem and any relevant medical history or recent events
• Any access codes needed for entry to the home

Chaperones

The surgery has a team of experienced paramedic practitioners who work closely with the doctors to care for our housebound patients.  As qualified paramedics, they are clinically able to assess patients in the home to evaluate medical conditions and social problems and to take appropriate action. Orchid House Surgery is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions, you may prefer a formal chaperone to be present, i.e. a trained member of staff. Wherever possible, we ask that you make this request at the time of booking an appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of the request. However, occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations.