We are sorry to hear the experiences of our patients who are finding it difficult to get through on the telephone or who are unhappy with the types of appointment offered. If you need to see someone in person, you still can. If we can meet your needs by telephone or video call we will continue to do so. We appreciate your patience as we continue to be extremely busy.
Official data suggests that up to 1 in 50 people in England have COVID-19, so infection control remains a high priority especially in healthcare settings where there are sick and vulnerable people. To keep patients and staff safe we need to avoid crowded waiting rooms as well as to carry out cleaning between patient consultations and so it isn't feasible for us to see as many patients in person as before the pandemic. If we can meet your needs by telephone or video call this could be safer for you and others and can also be quicker and more convenient.
Since January we have provided 17300 appointments (as of 18th May), 66% of these appointments were in person. 50% of these were same-day bookable. During the same time period we had nearly 400 'Did not attend' appointments, we know that things crop up after you have made an appointment, so if you are unable to attend a booked appointment please let us know in advance so we can offer this to another patient who might need it.
Due to the increase in the number of patients seeking help from our Practice, including vaccination queries (Flu and COVID-19), unfortunately some patients are finding it harder to get through and are facing long waits. We know that this is frustrating and can be disruptive for you. We are really sorry for this and are working hard to improve your experience when contacting our practice.
Please help us to make sure that we can see everyone that needs us, as quickly as possible. Please continue to contact us by phone or online as this helps us to manage people entering our Practice Building; its much better if you don't come to the Practice unless you have an appointment. Whilst Face to Face consultations are available, we continue to operate a telephone first policy, no appointments will be given from reception in person. Please call reception or download and use the doctorlink app to get initial advice and book telephone and video appointments. Arrive at the Practice early ready for any pre-booked appointments. Please let us know if you cannot attend a booked appointment so we can offer this to other patients.
The reception staff are trained to support you to get the right appointment for your needs and sometimes you might be asked to give information that you would prefer not to share with someone other than a Doctor or Health professional. It really does help to have this information in order to arrange the right appointment for you. You may be offered an appointment with different trained professional who works within the practice rather than a GP if this is the best person to help you. This might be a nurse, a paramedic, a pharmacist, a healthcare professional or a physiotherapist.
We know that most of our patients will continue to treat our practice staff with courtesy and kindness. This is really important for all of our colleagues and they really appreciated it. Thank you very much for your patience and support during these difficult times.
Our busiest times on the phones are between 8-9am and 2-3:30pm, we would suggest that you call outside of these times if you can.
Social distancing guidelines remain in place, we ask that you always where a face mask whilst in the Surgery.
If you are experiencing Covid-19 symptoms please visit NHS111 online or telephone 111
If you are experiencing a mental health crisis the call 111 and choose option 2.
Remember to always dial 999 straight away when it is a real emergency, for example if you think someone is having a heart attack or a stroke.
Evening and weekend appointments
You can now see a GP or another healthcare professional on weekday evenings and weekends. To book an appointment, please call the surgery. To find out more about the service, including the treatment centres where you may be seen, please go to https://hucweb.co.uk/services/gp-extended-access/
In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many conditions and you may be seen more quickly.
Other sources of help
There are a number of ways to get health advice and care if you, a family member or a friend feel ill.
- Visit the NHS website– for advice and information on how to look after yourself and your family. It covers thousands of illnesses and conditions: nhs.uk
- Visit a pharmacist– for expert advice and low-cost medicines to ease your symptoms and help treat your condition. Pharmacists are trained to spot worrying symptoms that require urgent medical help. Every area has a late opening pharmacy and most have consulting rooms where you can ask for advice in private. Go to nhs.uk to find your nearest open pharmacist.
- Visit 111.nhs.ukor call 111 – for free, round the clock help when your GP is closed, when it’s an urgent but not a life-threatening 999 situation, or if you are unsure where to go to get the right help for your medical condition. You can telephone 111 to get straight through to mental health advice.