|Please note the following information may currently be inaccurate in light of the current pandemic. Please check our main front page for latest updates.|
Consultation is by appointment:
- Monday 8:00 to 18:00
- Tuesday 8:00 to 18:00
- Wednesday 8:00 to 12:00 (shared emergency cover only in the afternoon)
- Thursday 8:00 to 18:00
- Friday 8:00am to 18:00
- Evening Surgery – 2 Mondays monthly and 2 Tuesdays monthly – suitable for patients with work commitments
In an effort to improve access, we offer several different kinds of appointment:
- “Bookable in advance” dedicated slots that can be booked up to 4 weeks in advance for routine matters, chronic disease management and review
- “Bookable on the day” released each day, via reception and on-line, at 0800 and given out on a first come first served basis
- “Emergency” limited numbers of appointments for one urgent problem that cannot wait until the next available routine appointment
- “Telephone” messages. Patients may leave a message and their telephone number for the doctor of their choice. Certain matters can be resolved in this way without needing to come in. Please respect the fact that this is unscheduled extra work, however, so while your doctor will try to deal with your call that day, sometimes it may not be possible. In particular, we cannot commit to ringing patients at or after appointed times. Alternatively, the doctor may decide that it would be preferable for a third party, such as the practice nurse or the receptionist, to deal with the problem on their behalf.
Our doctors find themselves under increasing pressure to deal with more than one problem (or person) in a single appointment.
Please be aware that standard appointments are 10 minutes and emergency ones just 5 minutes.
If you want to get the best out of your doctor and be seen on time please try to bring just one problem to each appointment. If you think you may need longer or have several matters to deal with it may be worth making this clear to the receptionist when you book.
Since 1st June 2015 you have had the option of applying for advanced patient access.
- Access and book a selection of appointments with our doctors
- Access and order from a ‘live’ list of your repeat medications (not one-offs at present)
Terms & Conditions
- To register you will need to apply at reception
- Because we are providing access to sensitive information we might ask to see identification.
- You will be given a brief copy of these extended terms & conditions alongside a separate letter generated by our computer system containing personalised registration details and instructions on how to access and manage your account.
- Registration details must be used within 2 weeks or they will expire and you will need to re-apply – the date of expiry will be printed on your registration letter.
- You will also need to re-apply if you lose or forget your sign-in details.
- Once registered, you will be able to access your account through your computer, tablet or via the ‘Patient Access’ mobile app.
- Anyone over 16 may register in their own right.
- Parents may apply on behalf of children or young people under 16.
- If you would prefer/need someone else to manage your account for you, please arrange to see the doctor with the person you would like to help so that it can be arranged.
- If you can’t speak English well enough to consult the doctor without an interpreter, or can’t bring someone with you to help interpret, this service may not be appropriate. Our staff are happy to help arrange appointments with an interpreter in the usual way.
- A selection of 10 minute appointments with Drs Chalmers, Stephens, Fleming, Tennick & Robertson will be available to book on-line each day and for 4 weeks in advance.
- ‘Book on the day’ web appointments will be released at 0800 each morning at the same time as the phones go live to avoid unfair advantage.
- ‘Bookable in advance’ web appointments can be reserved at any time.
- Once the ‘web quota’ has been exhausted for that session, remaining appointments can only be accessed in the conventional way – you will only be able to browse ‘web appointments’ on-line.
- At present it is not possible to book appointments on-line for the Practice Nurse or Health Care Assistant.
- House-calls and telephone consultations cannot be booked on-line and nor can special clinics such as diabetic clinic or wart clinic.
- If you book an appointment that you no longer need, please cancel your appointment as soon as possible.
- Patients may also use this system to view and request medications.
- The freetext box within ‘Repeat Prescribing’ should only be used for messages associated with your request, eg ‘please send to Clan Hardgate pharmacy’, or ‘ordering early as away on holiday for 2 weeks 1st June’ – messages will be received by admin staff who may send you a message if further clarification is required.
- We advise that you check the status of repeat requests and make sure they have been issued before attempting to collect your script from us or medication from your pharmacy.
- All pre-existing systems for booking appointments or ordering medication will continue alongside the on-line system, including ordering medication through this website.
- You can update personal health information like smoking status, email or mobile phone number through your account.
- Terms and conditions may change from time to time at the discretion of the Partners.
- The Practice reserves the right to remove on-line access if a person appears to be misusing the system.
Click here to set up your Patient Access account once you have your registration letter
Extended practice opening hours
We offer two Monday evening surgeries and two Tuesday evening surgeries per month, mainly to accommodate patients who are unable to attend during the day because of work commitments. Young children and elderly or disabled people, who require to be brought to the surgery by working family members/carers, will also be welcome to these appointments.
This service will be for routine medical problems, not emergencies. You should, however, note that the service may be limited by the absence of routine support services, such as practice nurse / treatment room and access to local laboratories. You will not, therefore, be able to have the following:
- Blood tests
- Smear tests or an intimate examination requiring assistance from a chaperone
- Chronic disease management review
- Ear syringing
If these services are required, please accept that you may need to return for a separate daytime review. Alternatively, consider booking a day time appointment in the first instance.
It is important that you inform the reception staff if you are unable to attend your appointment. This will allow us to offer that appointment to another patient. Failure to do so will result in a letter from the practice, informing you that you have defaulted from your appointment. Persistent defaulters may be removed from the list.
You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance (excluding weekends and public holidays).
Please attend your appointment on time. If you are late you may not be seen.
If you require an interpreter to attend with you when you see the doctor or nurse, please notify the receptionist and it will be arranged for you.
Private medical examinations
Medical examinations for special purposes, such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.
These examinations do not form part of NHS Services and will incur a charge. Please check the fee before arranging any such examination.
Request for GP letters/completion of forms
If your doctor has agreed to write a letter for you in connection with your employment, acting as a referee, or for some other specific area, you may be charged for this letter. If you require this letter urgently, please inform your doctor during your consultation. If you wish your doctor to complete a form/report for you, there may be an additional charge. Please allow 5 working days before uplifting your letter or form.
Schools occasionally ask parents to approach their child’s GP for a statement of fitness to perform, in order to be allowed to take part in productions. We wish to make it clear that:
- This does not form part of NHS General Medical Services
- We are not at liberty to vouch for an individual’s fitness to perform any activity without a formal risk assessment process
- If you require such a statement, and your GP is happy to issue one, a private fee of £20 will be incurred
- In that instance, your GP will state that, on the basis of what is currently known, he/she is unaware of any medical reason why “X” should not take part in “Y”
- Please do not make an appointment – requests can be made in writing or by telephoning the practice
The reception staff will advise you of any applicable charges.