The NHS has published a GP surgery patient charter so that all surgeries offer a minimum standard for access. The key points are described below and the full charter is available here: https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/
When and how can you contact us?
The surgery is always open from 8.00am to 6.30pm, Monday to Friday.
Throughout these hours you, or your carer on your behalf, can:
- Visit the practice
- Call us
- Go online via the practice’s website using PATCHs, or contact us via the NHS App.
You can choose the way you contact us based on what is best for you. The practice also offers extended opening times which change from time to time. Current opening hours are always up to date on the Contact Us page. If you have an urgent medical problem with symptoms, it’s often best to call us.
What if the practice is closed?
If you need urgent help for your physical or mental health when we are closed, and you cannot wait until we open, please go online to 111.nhs.uk or call 111. They will tell you what to do next.
What if it’s an emergency?
If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact us to request an appointment?
Whether you make your request by phone, on-line, or by walking in, you may be asked for some details so that we can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
- An appointment that day or a subsequent day
- A phone call that day or a subsequent day
- A text message responding to your query
- Advice to go to a pharmacy or another NHS service.
Your practice will decide what is best for you based on your clinical need.
We will not tell you to just “call back the next day” as that doesn’t help you at all.
How can you help us?
- Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about. This will help you get the most out of the consultation.
- Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
- Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
- Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel some types of appointments, order repeat prescriptions, and see your test results online.
- Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
- Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
- Join the Patient Participation Group: The surgery has a group of patients who offer feedback on our services. Your practice website should explain how you can join. There are more details about this, and how to join on the Patient Participation Group page