From January 2026, to make access fairer, safer and more efficient, all patient requests will be reviewed by a GP before we book an appointment. This ensures you are directed to the right person, at the right time, based on your clinical need, and reduces the need to telephone the practice at 8am.
How to Request Help: You can contact us in three ways:
1. Online Request (Preferred method) e Consult form on the home page link.
You can submit the following requests:
• Non-Urgent medical queries
• New symptoms (but not life threatening)
• Ongoing health concerns
• Medication queries
• Fit note requests (new and extensions)
• All administration requests
A GP will review the online consultation on the day
2. Telephone
If you cannot access the online form, please call us.
Our reception team will assist and help complete the same form with you over the phone, if you are having difficulties.
3. Walk-In
During our core open hours, reception staff will be able to assist you in completing the same form, if you are having difficulties.
Please Note: You may not be seen immediately, as all requests must go through a clinical review process, by a GP first.
What Happens After You Submit a Request?
A GP will assess your clinical need and respond on the day. If an appointment at the surgery is required, you will be contacted with an appointment time. If you fail to respond to the call back or message may be advised to resubmit your request.
On the day you may receive:
• A same-day urgent face to face, or telephone appointment
• A routine face to face or telephone appointment
• Advice or prescribed treatment from our practice Pharmacist
• Referral into Mental Health or Social Prescribing teams
• Community pharmacy advice via Pharmacy First scheme
• Self-care guidance information
• Written advice
• An administration response (fit note, results, prescriptions)
You may be contacted by telephone or receive an SMS message from our administration team – Please check your phone for replies
If you do not respond you may be asked to re submit your original request.
We aim to:
• Prioritise urgent issues quickly
• Reduce waiting times and call queues
• Ensure the right clinician handles your request
• Make access fair for all patients
• Offer more choice of consultation type
This also allows our wider clinical team (Nurse Practitioners, Pharmacists, Mental Health workers, Social Prescribers) to take on tasks they are trained for, freeing GP appointments for those who need them more.
Not Confident Online?
You can call or come into the practice and our reception team will help you complete the form if you are having difficulties. No patient will be disadvantaged.
When Will you Get a Response?
• All clinical requests are reviewed the same working day
• Urgent needs will be prioritised.
• Non-urgent problems may be booked over the coming days.
If the surgery reaches what we believe to be ‘safe capacity’, you could be signposted to our extended services of 111.
Emergencies
This does not replace urgent care services.
Call 999 or visit A&E for life threatening medical emergencies.
• Chest pain
• Severe breathing difficulty
• Stroke symptoms
• Severe bleeding
• Collapse or unconsciousness
Call 111 for urgent problems outside practice core hours.
e-Consults
This is an online form that you complete to request advice or treatment from your GP. e-Consult slots are available from 8:00 am each morning and the link to submit one can be found on our website or the NHS app.
When you get in touch, we’ll ask what you need help with.
We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.
Non-urgent advice: Booking an appointment online?
Your appointment
Choosing the right member of our team is essential to getting you the best care possible, so when booking, we may ask you for some details regarding the problem. This will help us to determine the healthcare professional that is most appropriate, for you.
Please notify us prior to your appointment if you have any specific needs, so we can accommodate accordingly. We are also able to facilitate your consultation by phone, video, text or email should you prefer an alternative to a face-to-face appointment.
Cancelling or changing an appointment
The quickest way to book is through the NHS app or SystmOnline . Alternatively, if you don’t have access, you can call us and a member of our admin team will help ensure you are seen by the clinician, best suited to your needs.
If you need to amend your appointment, you can do it through the NHS app or System Online. You can also contact us by phone and speak with a member of our team, who will assist you with your request.
We kindly request that if you are unable to make your scheduled appointment, please contact us as soon as possible so we are able to offer the slot to another patient. If you do not attend your visit at the surgery, it will be recorded as a DNA (Did Not Attend).
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- using the GP online system – SystmOnline
- phone us on
- reply CANCEL to your appointment reminder text message
If you need help with your appointment
Please inform us:
- if there is a specific doctor, nurse or other health professional you would prefer to speak with
- if you would prefer to consult with the doctor or nurse by phone, video call, text or email
- if you require an interpreter
- if you have any other access or communication needs
If you need help when we are closed
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.
Home visits
Our home visit service is reserved for permanently housebound and elderly patients. If you or someone you care for requires a home visit, please call 01325 528 000 before 11:00 am.