Appointments

Please note that the online consultation forms are available during the following times:

• Monday to Friday: 8am to 6.30pm (excluding bank holidays)

The Practice will aim to action the online consultation forms within 2 working days (excluding weekends and Bank Holidays).  Please note this does NOT MEAN that you will receive a call during this period. Once your form has been actioned, you will get a text message to inform you when your telephone consultation will take place. Please do not ring the surgery unless you want to cancel your telephone consultation. Please make sure you are available on the phone number you have provided for the clinician to contact you.

If you miss your call, YOU WILL NEED TO RE-SUBMIT A NEW ONLINE FORM.

To request a routine appointment in the next 7 days:

• phone us on 0208 548 5640, Monday to Friday from 8am
• visit the surgery and speak with a receptionist, Monday to Friday from 8am
• use your NHS account (through the NHS website or NHS App) to book a screening test or vaccination

If you cannot make an appointment and you need to cancel it, please call the surgery as soon as possible in order for us to give the slot to another patient. 

To cancel your appointment:

• phone us on 0208 548 5640, Monday to Friday from 8am
• reply CANCEL to your appointment reminder text message

DNA 'Did Not Attend' Policy

We have a DNA policy in the surgery to prevent any missed appointments. Missed appointments can impact practice staff as well as other patients that could have taken the appointment instead. If a patient DNA two appointments within a twelve month period, a warning letter will be sent. If they DNA a third appointment within that twelve month period, a second warning letter will be sent informing them of the possibility of their removal from the practice. However, they will be given a week's notice to contact the surgery and discuss any problems they may have with the practice manager as to why they have missed their appointments. If they do not contact us within a week, they will be removed as a patient from the practice.

For further information on this, please read our DNA policy.

However you choose to contact us, we may offer you a consultation:

• by phone
• face to face at the surgery
• on a video call
• by text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

If you need medical help now, use NHS 111 online or Call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Please tell us:

• if there’s a specific doctor, nurse or other health professional you would prefer to respond
• if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
• if you need a chaperone
• if you need an interpreter
• if you have any other access or communication needs

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 10am.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.

You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.