Appointments

Welcome to our new and improved appointment booking system.

We are committed to ensuring you get the right care at the right time. To do this, we have moved to a Total Triage system.

This means you can say goodbye to the 8:30 a.m. phone queues. Our new process is designed to be more efficient and inclusive, and to ensure that a medical professional sees every request.

How to request an appointment

During opening hours, you can request an appointment in two ways:

Online — SystmConnect

The quickest way to contact us is to complete an online request using SystmConnect. You can do this from home, work or on your mobile.

To submit an online request:

1. Go to our website and select ‘Request an appointment’.
2. Complete the short SystmConnect form.
3. Submit your request. A GP will review it, and you will be contacted; there is no need to contact the surgery.

Please give one health concern per request so we can help you as quickly as possible.

Request a consultation with the Practice here.

Other ways to request a consultation

If you cannot use the online form, call us during opening hours. A receptionist will complete the SystmConnect request form with you over the phone. Your request then goes into the same queue as online requests.

We can also help you complete the SystmConnect request form in person at reception.

What happens after you submit a request

A GP reviews every request. They decide:

• what kind of care you need
• who is the right person to help you — a GP, nurse, or another health professional
• how quickly you need to be seen

Once the GP has reviewed your request, you will be contacted. We will either:

• arrange an appointment with the right clinician for your needs, or
• send you advice from a GP if an appointment is not needed

Important:  Please make sure your phone number and contact details are up to date so we can reach you.

Those requests received towards closing time will receive an automated reply upon submission.

Types of appointments we offer

Depending on your health needs, the GP may arrange:

• a face-to-face appointment at the surgery
• a telephone appointment
• an appointment with a nurse, pharmacist, or another health professional
• a referral to another service

If you have a preference for a specific GP, please mention this in your request. We will do our best to accommodate this. 

For many minor conditions, you do not need to wait for a GP triage response. Your local pharmacist is a highly trained medical professional who can provide advice and, where appropriate, prescription-strength medication without you needing to see a doctor.

We may direct you to visit your local pharmacy first for:

• Sore throats (aged 5+)
• Earache (aged 1–17)
• Sinusitis (aged 12+)
• Infected insect bites (aged 1+)
• Impetigo (aged 1+)
• Shingles (aged 18+)
• Urinary Tract Infections (UTIs) in women (aged 16–64)

Learn more about how your pharmacy can help here.

To get the right care at the right time, we may suggest you see healthcare professionals such as:

• Clinical Pharmacists & Pharmacy Technicians:Experts in medication reviews and prescription queries.
• Paramedic Practitioners:Skilled in managing acute illnesses and urgent medical needs for those who cannot leave their house.
• First Contact Practitioners:Specialised in bone, joint, and muscle issues (Physiotherapy).
• Social Prescribers:They help with things that affect your health and wellbeing, such as housing, loneliness, or money worries.
• Mental health practitioner
• Aging well nurse

What this means for you

This system is recommended by NHS England. It is used by GP surgeries across the country.

The benefits for you are:

• no more queuing on the phone at 8.30 am for an appointment
• a GP reviews your request the same day
• appointments are allocated fairly based on clinical need, not on a first-come, first-served basis.

Importantly, 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.

When not to use this service

Please do not use the appointment request form for:

• life-threatening emergencies — call 999 or go to A&E
• urgent help when we are closed — call NHS 111 or visit 111.nhs.uk

When you can submit a request

You can submit a request between 8 am and 6.30 pm (excluding weekends and bank holidays).

Please note: You can use this service for both new and existing medical problems, and for administrative requests.

Cancelling your appointment

• If your appointment is within the next 24 hours: Please call Reception directly on 01202 897000.
• If your appointment is more than 24 hours away: You can cancel quickly and easily using our online options.

Note: Online cancellations do not include weekends or public holidays in the 24-hour notice period.

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.
• Respecting our staff – Please be respectful to other patients and staff when attending the Practice. Disruptive or abusive behaviour will not be tolerated.

Home Visits

We encourage you to come to the surgery if possible, as we have the best equipment and facilities here to treat you. Most medical problems are managed best in a clinical setting.

You should only request a home visit if:

• You are housebound.
• You have a medical condition that stops you from travelling.
• You are genuinely too unwell to travel.
• Please note that most children can be brought safely to the surgery by car, taxi, or pushchair.

Learn more about getting to the surgery here.

Chaperones

We want you to feel safe and comfortable during your visit. You have the right to have a chaperone present for any consultation, examination, or procedure.

• Who can be a chaperone: This can be a family member, a friend, or a trained member of our staff.
• How to request one: Please let us know when you book your appointment so we can make arrangements and avoid any delays.
• If you forget to ask: We will try our best to provide a staff chaperone at the time, but we may need to move your appointment to another day if one is not available.
• Clinician requests: Sometimes, your healthcare professional may also ask for a chaperone to be present