Important Update to Our Appointment System

We’ve been listening to your feedback and working hard to improve how we deliver care.  Many of you have told us that our new telephone and call-back system is more convenient — thank you for your support. However, we also know that waiting several weeks for a routine appointment has been frustrating for many.

Like many NHS services, we’re facing high demand and limited capacity. To continue providing safe, high-quality care, we regularly review how we use our clinical resources. After careful consideration, we’re making a change to our appointment system from 11 August 2025:

From this date, you’ll be able to request a same-day telephone appointment for both urgent and routine health concerns.

You should call on a day when you are available to receive a telephone call and, if necessary, attend the practice in person.

This change is part of our ongoing commitment to improving your care. It will help us to:

· Direct you to the most appropriate healthcare professional or service

· You will get the advice you need on the same day

· Provide a better overall experience while protecting the wellbeing of our staff

· Maintain the quality and safety of the care you receive

How the Appointment System Works

All requests for appointments begin with a call to our reception team on 01738 639748. They will gather some brief details and pass your request to a clinician for review (triage).

To Request a Same-Day Appointment:

· Call 01738 639748 between 8:00 AM and 10:30 AM (Monday to Friday)

· The reception team will ask for a short description of your concern

· A clinician will review all requests and determine the most appropriate course of action

· You will be contacted by the end of the same day

· If needed, a face-to-face appointment will be arranged

Please note: Once the practice has reached safe capacity for the day, we will not be able to offer further appointments. In this case, you will be asked to call back the following morning from 8:00 AM.

Why We Ask for Information When You Call

In order for your request to be reviewed efficiently, it's important to give detailed and accurate information when you contact us. This helps the clinician decide the best way to help you.

For example:

“I’ve had a cough for 10 days. I’ve tried over-the-counter medicine but it’s not helping. It’s getting worse and I now have a temperature.”

The more information you provide upfront, the faster and more effectively we can help you.

Who Will You See?

Depending on your condition, you may be directed to the most appropriate member of our team or a partner service. This could include:

· GPs or Advanced Nurse Practitioners

· Clinical Pharmacists

· Practice Nurses or Health Care Assistants

· First Contact Physiotherapists

· Mental Health Practitioners

· Social Prescribers

· Community Pharmacists (via the NHS Pharmacy First Scheme)

· Optometrists for eye concerns

· Dentists for all dental problems

· Self-referral services for podiatry, smoking cessation, etc.

Frequently Asked Questions

Do I have to tell the receptionist what’s wrong?

Yes — our receptionists are trained and work under strict confidentiality rules. The brief reason you provide helps us direct your request to the most suitable clinician.

Can I walk into the surgery to book an appointment?

· We strongly discourage patients from walking in to make an appointment. A GP Practice has never been an emergency service – if a patient needs immediate medical attention, you should ring 111 or go direct to A+E.

· If a patient walks in, they will be treated the same as anyone calling the practice. The receptionist will ask you for details to care navigate you to the right service or add you to the GP triage list if that is the most appropriate option and there is capacity.

· It does NOT speed up your enquiry – we manage the requests based on a safety system.

Why can’t I book an appointment the old way?

Due to the increasing demand on GP services, we must use a triage system to ensure that:

· Urgent needs are prioritised

· Appointments are used appropriately

· Our clinical teams can operate safely

Can I choose which GP I see?

For ongoing or follow-up problems, please let us know if you're under the care of a specific clinician. While we’ll try to accommodate this, it will depend on availability.

When You Call the Practice

Please:

· Only call on a day when you are available to receive a call and, if needed, attend in person

· Tell us whether your issue is new or ongoing

· Let us know if your issue is urgent or worsening

· Provide any preferred call-back times (we’ll try, but can’t always guarantee them)

What If You’re Full?

There may be days when the number of requests exceeds what we can safely manage. In these cases:

· You’ll be asked to call back the next working day

· Or you may be directed to 111, local pharmacies, or other services for urgent care

We understand this can be frustrating, and we’re doing all we can to increase daily availability and plan for periods of high demand.

 

Thank You

We know this is a big change, and we truly appreciate your support and patience. These updates help us:

· Provide safer, faster care

· Use our wider healthcare team more effectively

· Prioritise those in urgent need

 

If you have questions or feedback, please speak to a member of our team. We’re here to help.