If your problem is of an urgent or serious nature then you must call us as soon as you are aware of it, regardless of the time. We remain open from 08:00-18:30 every weekday.
Our triage system – same day appointments
Over the years we have experimented with our appointment system to try and get the balance right between pre-bookable appointments and on-the-day appointments. By triaging all same-day appointment requests through our Duty Doctor we are able to ensure that those that need medical attention on the day are seen. Our only rule is that if you do want and need a same day appointment, unless there are exceptional circumstances, you must be available to attend the appointment offered.
We are currently trialing a triaging system where eConsults (online) and eLites (over the phone or handed into reception) are triaged by a GP within two working days.
The doctor will use your medical record for the triage and you will be contacted by a member of staff to offer you a telephone or face to face appointment for anything they feel needs to be seen.
Fortunately, there are many conditions that a doctor can deal with by phone which patients are pleased about and find really convenient.
We offer telephone consultations. These are for when the clinician does not feel that you need a face to face appointment but do need to discuss your case with a clinician. You will be given a set time and the doctor will call you on your chosen phone number at that time (give or take if running late!). This allows you not to need to take any time off work and we just ask that you are able to answer the phone. If you do not answer we would consider it a non-attendance and a new appointment would have to be made.
The easiest and most flexible way to book an appointment is by using eConsult online booking, which stops you from having to wait in a queue for your call to be answered.
If you would rather phone the surgery to request an appointment, we offer a call back service, which allows you to end the call and wait for a Care Navigator to phone you back when you reach first in the queue. We do ask patients to be responsible and keep their phone on and available when you are expecting a call back from the doctor, as we cannot keep trying when we cannot get through to anyone, as it is not fair to other patients that are waiting for a call back.
The telephone lines are open 08:00-12:30 and 14:00-18:30, one of our team will help you complete a quick consult over the phone, please be prepared to answer all questions to help our care navigators best direct your care. Wait times may be considerable and we would ask anyone able to access e consult online to do so, to enable us to help those with no internet access over the phone.
One of our doctors will triage your symptoms on the same day. From here, they will either ask a Care Navigator to contact you to book a suitable appointment, be able to help you over the telephone or they will make you an appointment, at a time convenient for you. If there is a time during the day when you will not be able to take a call from the doctor, please let the receptionist know.
The earlier that you call, the more likely it is that you will get an appointment at a time convenient for you and with the doctor of your choice. If you are struggling to get through on the telephone, then why not use our eConsult – Contact your GP Online service.
To try and get the balance right between patients who want to be seen as urgent, soonish, routine and sometime in the future, appointments are released to be booked one, two, three days, weekly and two-weekly in advance, please be patient with our Care Navigator Team, as they do not always have access to available appointments to protect capacity for urgent patients.
- Make an appointment well in advance if possible
- Make a separate appointment for each person to be seen
- Let us know if you can’t keep an appointment
We are fortunate enough to be able to offer a wide range of additional services suc as the following:
- Pre-bookable Urgent Treatment Centre at Princess Alexandra
- Extended Access
- Social Prescribers
- MSK Physio
- PCN eConsult Service
- Travel Clinic
- PCN Mental Health