Questions & Answers

Why do I need to fill out a form to reach my GP?

These forms help your GP practice to manage requests that you and other patients make. This way, you can get the help you need quicker, and have the same access to your GP as everyone else.

What time am I able to submit a request?

Requests can be submitted between the hours of 07:00 and 14:00, Monday to Friday. 

After these hours, our reception team can submit a request on your behalf. However, unless your request is deemed urgent by our clinical team, we may direct you to an alternative service or address your request on the next working day.

Can I submit a request on behalf of a family member?

When submitting a request, you'll be asked if the request is for you or someone else, such as a family member or someone you care for. If you're not already registered as a carer, please complete our carer's form.

Why can’t I book an appointment like I used to?

We appreciate that some patients may feel let down by their practice if they are unable to secure a same-day or routine GP appointment. We don’t like it either and it is not the service we want to provide to our patients. We want to bring an end to the 8 am rush for appointments.

Total triage will ensure that appointments are allocated based on clinical priority, allowing patients to be seen by the most appropriate clinician or service provider.

What happens when you are full?

We anticipate there will be times when the demand for appointments will exceed our capacity. In such situations, we may signpost you to an alternative service. During these times, if you feel your problem is urgent but not life-threatening, please call or visit 111.nhs.uk

NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.

I don't have access to a computer or phone - what do I do?

If you don't have access to the internet or a smartphone, or if you experience difficulties using digital technology, our reception team is always here to support you. They can submit requests on your behalf, ensuring you receive the care you need.  Please call 01278 454560.

Can I walk into the surgery to make an appointment?

Whichever route a patient chooses to contact their GP surgery, whether through the NHS App, the website, walk-in or over the phone, they will receive the same level of care and attention as those who choose a different method.

All requests will be sent to a clinician to triage and appointments will be allocated based on clinical priority.

Can I choose which GP I want to manage my problem?

When submitting a request, you'll be asked if you have a preferred clinician to manage your condition. If they are available, we will do our best to honour your request. 

How quickly will you respond?

Our team will respond to your request on the same working day, and can text you advice, a prescription or a future appointment. For patients who require more urgent care, they will be contacted by mobile or landline, if a same-day appointment is needed

Will all appointments have to be booked this way?

Patients have the option to book or request an appointment with other members of our clinical team, such as a practice nurse, musculoskeletal specialist (FCP) or a health & well-being coach as usual.

Can I email the practice?

The practice has never promoted emails from patients as there is not a safe and timely system to manage these. Submissions sent via email for medical or prescription purposes, will not be dealt with.

Will this help the telephone system?

The practice recently upgraded our telephone system to include a call-back service, which has been very effective. We strongly encourage patients with internet access or a smartphone to use online services, as this will significantly reduce waiting times on the phone for those who experience difficulties using digital technology.

How can I ask a question about the new system?

Please use our Contact Us Form to submit your inquiries. We will collate the questions and aim to answer as many as possible. Kindly refrain from sending any clinical questions or personal questions about your health through this form.