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Staff Sickness – December 2018

We currently have an unprecedented level of sickness affecting both clinical and non-clinical staff and would ask patients to bear with us as this may affect access to GPs and Nurses.


Care Navigation

You may have noticed that we now ask for a brief outline of your problem when you call to make an appointment at the practice. This isn’t because our reception staff are nosy but it’s a new approach that we call care navigation.


Through specialist training, our team can now offer more choice on who to see in the practice and help you get to the right health professional fast. Our receptionists never offer clinical advice or triage; this is about offering you the choice to see other specialists in our practice team if they have the expertise to deal with your problem; often quicker and without the need to see the GP each time.


By working this way, it helps us to free up time for GPs to care for our patients with complex or serious health conditions. More importantly though, it means you are seen by the clinician that is best placed to deal with your problem each time you visit us. The choice is up to you.


Due to a shortage of GP's, we have temporarily capped our lists and are currently not accepting new registrations. Click here to see how you can help our receptionists deal with your request in the most appropriate way.


blood_testUnder the new GP contract our patients are registered with the whole practice.  However the doctors prefer to see their own group of patients, as they believe it is better for both them and the patient.  Patients will therefore be offered appointments with their own doctor first.  Should your doctor not be available to see you at your convenience, you may be offered an appointment with another doctor or nurse practitioner.

A full appointments system operates at both surgeries where an appointment may be made in person with the receptionist, or requested by telephone.  We also operate a 24/7 self booking service.  This service is specifically for appointments with your registered GP, please note the system permits you to book only 3 appointments in our clinical system.  You can access this service direct via our telephone system or Online booking form. Statement of intent for online registrations.  Saturday morning appointments are available at Albert Road surgery but this is a limited surgery (between 8.00 - 11.00 am) and only for pre-booked appointments. Please note the out of hours service remains as usual on Saturdays.

Surgery appointments times usually begin at 8:10am each morning and 2:10pm each afternoon.  Special arrangements can be made on request, but at the discretion of the available doctor.

Between the two surgeries there is in excess of circa16,500 patients and the busiest times for our telephone call handlers are between 8.00 and 11.00 am and 2.00 and 4.00 pm.

Please arrive promptly for your appointment. If you are unable to keep an appointment, please let us know as soon as possible, so that it may be offered to another patient who may be in need of urgent attention. Your rights and responsibilities are outlined fully in our “Code of Practice” available at reception on request.

If you are offered an Sit & Wait URGENT appointment please be aware that these appointments are only allocated a 2 minute consultation for a  single immediate urgent issue.

The Practice operates a zero tolerance against Patients who are violent or seriously abusive towards any of the practice staff, will receive a letter informing them of their removal from our list effective immediately.  Information on how to re-register elsewhere will be included.

Telephoning A Doctor

If you wish to speak to a doctor by phone, to avoid interrupting consultations, you may be asked to ring back at the end of surgery

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