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When and how you can contact the Surgery

The surgery is open from 8.00am to 6.30pm, Monday to Friday. 

Throughout these hours you, or your carer on your behalf, can:

  • Visit the practice
  • Call us
  • Go online using the practice’s website or the NHS App.
  • Submit an online triage request- (Not to be used for urgent medical problems)

You can choose the way you contact your practice based on what is best for you. When you contact us, we may ask you to complete an online triage request so we can help you in the best way.

If you’re unable to do this yourself, don’t worry — the surgery can complete it for you.

No matter how you contact us, your request will be treated the same — this means you’ll have equal access to care, whichever method you choose.

Whether you make your request by phone, on-line or visiting your practice, you will be asked to give us some details so we can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.

This could be:

  • An appointment that day or a subsequent day
  • A phone call that day or a subsequent day
  • A text message responding to your query
  • Advice to go to a pharmacy or another NHS service.

The practice will decide what is best for you based on your clinical need.

We will not tell you to just call back the next day.

Help us to help you 

  • Please only submit one online consultation for the issue you require help with but include as much information as possible in your request – submitting the same request repeatedly or chasing an answer within a short time frame will not necessarily result in a faster response. 
  • Keep appointments made with us or cancel in plenty of time. 
  • Bear with us if there is a delay – this may be due to another patient needing additional time or an emergency. We will try and keep you informed of anticipated delays. 
  • Use our service responsibly and do not expect immediate treatment for non-urgent / routine conditions. 
  • Consider other avenues of help for minor conditions – self-care, pharmacy, NHS111 etc. where appropriate. 
  • Utilise the services of other professionals in the practice – the GP is not necessarily always the most appropriate person to see. 
  • Allow sufficient time for processing of repeat prescription requests and please do not pressure staff to process sooner than the standard 48-hour time line 
  • Keep us informed of any name, address and telephone number changes. 
  • Treat us with respect. We will not tolerate verbal or physical abuse.