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How to get any help or advice – YOUR FIRST CONTACT

We operate a ‘Digital First’ system, in line with NHS policy. For all medical advice and help or for any administrative request, instead of booking an appointment, you send a Patchs request (accessed from banner at top of this page or via the NHS App). Simply answer a small number of questions about your condition or query in your words – or even your own own language if you want – it can translate for us and also back to you.

Information about Patchs

We respond to most medical queries on the same day if received before 5:00pm: after that we may respond the next day if non-urgent. Admin queries will be responded to according to the requirement. Sometimes when we have reached our clinically safe capacity limit we may need to switch off Patchs until the following day. At these times if you need urgent help you should contact 111 online or by phone.

If you cannot use the internet you can phone the surgery. An automated receptionist (the ‘Patchs Telephone Assistant‘) will ask you the same questions as the online Patchs and will send your voice recording to the practice as well as a written transcript. This saves you waiting on the phone for a receptionist. If you prefer, you can select a receptionist, who will ask exactly the same questions.

By giving us your information in advance, the doctor and staff can best meet your needs and prioritise urgent cases.

You are recommended to register a personal Patchs account (quick and easy), and this will give you a secure portal, which allows us to send confidential information without the risk of it being seen by someone else. This allows you to also keep a record of all your contacts and our replies – like an email. You will be notified by SMS when we send something back to you.

Patchs is ideal for administrative queries and requests as well as medical matters though please do not request repeat prescriptions using Patchs – use the NHS App for that.

You can integrate Patchs with the NHS App. so all your medical access is in one place!

It is strongly recommended to download the NHS App (or use the same service from your PC). This is the NHS ‘Digital Front Door’ and gives access to a growing number of GP, hospital and local services. There are other online access Apps. but the NHS App is the best.

Why a ‘Digital First’ policy?

Many medical queries can be managed safely without needing a face-to-face appointment. Having the information in advance allows the GP to quickly assess the most appropriate way to help, saving time and often an unnecessary trip to the surgery. This is much quicker than a traditional appointment system.

The GP may phone you (the commonest response), send a message with advice, a prescription to the pharmacy, order tests or maybe a referral. Sometimes a face to face appointment may be necessary (in roughly 20% of cases).

To cope safely with high demand, and if we reach our clinically safe maximum capacity we may occasionally have to switch Patchs off at times. If that happens you will be asked to try again the following day or, if it cannot wait, contact 111 by phone or 111 online.

All face to face appointments are pre-booked following a Patchs request. If you turn up without an appointment it is unlikely we will be able to see you at that time, except in an emergency.

Text reminders are sent for appointments and other personal contacts. You will need to consent to receive these and remember to update your contact details!

If you have a face to face appointment please don’t forget to check in when you arrive, either using the automated screen at the entrance or speaking to a receptionist.

Tell the receptionist if you think your problem is urgent or if you are feeling bad and are having difficulties waiting.

We recommend trying to stick to the Clinician who knows you or your problem best. This is especially important if dealing with an on-going or recurrent problem and ensures you get the most efficient personal care. Let us know on your Patch’s form who you would like to see. Most of our doctors are part-time, so sometimes you may need to deal with someone else sooner.

Please cancel unwanted appointments so others can be offered them. We waste thousands of appointments each year due to people not cancelling. You can easily cancel online from the home page of this website or replying to the text reminder we send.