Patient pathways explained

COVID has forced us all to change, and we at the Practice have responded. We think our current system keeps you safe while COVID is still at large, but we believe it has real benefits for life beyond COVID as set out below.

A question we hear often on national and local media channels is. Why can’t I have a GP face to face appointment?

Need help with a non-urgent medical or admin request? Contact us online.

Practice Team

Key Practice Staff

The Practice is managed by Philip Heiden, who is responsible for the day to day running of the Practice with the valued support from the clinical, reception, administrative and secretarial staff. 

The Managing Partner is also responsible for dealing with any formal complaints and St Paul’s Surgery operates a practice based complaints system in line with Department of Health guidelines. Further information regarding our complaints procedure.

Managing Partner

Philip Heiden

Deputy Practice/ Reception Manager

Andrea Tubby

Admin Manager

Heidi Mclean

Nursing Manager

ANP Anne Sansome

Reception/Secretarial Staff

Reception staff attend to patients on the phone and in person. They coordinate and organise appointments and documentation to facilitate the smooth running of the Practice, and support delivery of quality patient care. The Reception Staff have a very demanding role. They are there to assist you and we would ask you to be patient during peak times, when the staff have to handle a large volume of calls and enquiries. They will ask you a small amount of personal information about your medical condition – this information is used to ensure your call is dealt with by the correct Clinician and assist fellow Healthcare Professionals who work within the Practice to manage your healthcare and well-being.

All staff adhere to the Practice’s Confidentiality Policy and Data Protection Act 2018.