Do You Need to See a Healthcare Professional at the Practice?
Sometimes a GP may not be the most appropriate person to help with your medical issue. Please refer to our guidance on when to see a Doctor or other Healthcare Professional, which can help you decide whether a GP appointment is necessary—or whether it’s more suitable to see a Pharmacist, Optician, Dentist, or another healthcare provider. In some cases, you can self-refer to services without needing to see a GP.
Our Patient Navigators (Receptionists) are trained and authorised by our Doctors to ask you questions in order to direct you to the most appropriate clinician. Our aim is simple: to get you the right care, at the right time, first time. This might mean your appointment isn’t with a GP if another healthcare professional is better suited to your needs.
🚨 Emergencies – Call 999 Immediately
For life-threatening conditions such as:
- Chest pain (possible heart attack)
- Suspected stroke
- Suspected meningitis
- Severe allergic reaction (anaphylaxis)
- Heavy bleeding or deep wounds
- Loss of consciousness or fluctuating alertness
- Difficulty breathing or stopped breathing
- New seizures or uncontrollable shaking
🚑 Go to A&E Immediately
For urgent but not immediately life-threatening conditions like:
- A feverish, drowsy child
- A floppy or unresponsive infant
- Severe difficulty breathing
- Sudden intense abdominal pain
- Suspected overdose (accidental or intentional)
- Serious trauma or suspected broken bones
✅ For All Other Medical Issues
You can:
- Submit an online consultation via our accuRx system
- Call our Patient Navigation team at 01962 853599
Our Patient Navigators will ask a few brief questions to either resolve your query directly or ensure you’re booked with the most appropriate member of our clinical team.
Appointment Information
- Routine Issues: You’ll be booked with your named GP (for continuity of care) at the next available slot.
- Urgent Issues: A clinician from our duty team will contact you on the same day.
- Specialist Support: If your issue is best addressed by a specific professional (e.g., Pharmacist, MSK Physio, Optician, Dentist), you’ll be directed accordingly.
Consultations
GPs can often manage issues by phone, and may ask for photos or offer a video consultation. If an in-person appointment is needed, you’ll be asked to attend the surgery.
For routine matters, if your issue is suitable for your named GP, you may choose face-to-face or telephone consultations.
Telephone appointments occur within a 2-hour window of the booked time.
Example: If your slot is at 9:45, you’ll be called by 11:45 at the latest (though we aim to call at the booked time).
Important Notes
- Walk-ins are not accepted. You will be triaged the same way as those who call or use the online system.
Practice Nurse & Long-Term Condition Reviews
For annual reviews or appointments related to long-term conditions, contact our Patient Navigation team on 01962 853599.
If you have more than one long-term condition, we recommend booking a single combined review appointment. If blood tests are needed, our Reception team will book a Phlebotomy appointment 14 days before your review.
Help Us Help Others
Every month, 5–6 days’ worth of appointments are lost due to patients not attending. If you no longer need your appointment, please cancel it so another patient can be seen.
We recommend storing our number (01962 853599) in your phone.
You’ll receive a reminder 48 hours before your appointment, which includes the option to cancel via text.
Running Late?
If you arrive late, you’ll likely be asked to rebook as the Clinician would have other patients to move onto.
Note our car park can be busy, so find alturnative transport to ensure you arrive on time.
Additional information
If you have a suspected infectious disease
Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff.
Giving Consent for Treatment
You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.
Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.
It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.