How to get help and advice
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 (in your words or even your own own language if you want – it can translate for us).
We view and 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.
If unable to use internet services you can phone the surgery on 0208 204 6464. To save waiting on the line, the Patchs Telephone Assistant will record your spoken answers for you and send the recoding to the clinician just as if you had answered the questions using your keyboard. If you prefer to wait for a receptionist you have that option and you will be asked exactly the same questions.
If you choose to wait on the phone and we are busy, the ‘Patient Callback’ feature allows you to ring off and you will be called back when your position in the queue is reached.
By having the information in advance, the doctor and staff can best meet your needs and prioritise urgent cases, so please do give as much information about your problem as possible.
Consulting a Doctor
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. The GP may phone, send a message with advice, a prescription to the pharmacy, order tests or maybe a referral. If a face to face appointment is necessary we are very flexible and can see you even within an hour, or booked ahead, as appropriate.
We’ll respond to Patchs usually the same day (or if submitted after 5pm, the following day). To cope with reduced staff capacity, Patchs requests are currently not available outside core hours (6.30pm-8am and weekends or bank holidays). The system will still give access to good self-care advice and NHS information.
All face to face appointments are pre-booked following a PATCHS. If you turn up without an appointment it is unlikely we will be able to see you at that time, except in an emergency.
Appointment text reminders are sent – remember to update your contact details!
Tell the receptionist if you think your problem is urgent or if you are feeling bad and are having difficulties waiting.
Try to stick to the Doctor 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. Please ask for your usual doctor.
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 using Patient Access or replying to the text reminder we send.
Consulting a Nurse
Some routine Nurse appointments are booked online by Patient Access or by PATCHS or reception telephone. We might send you a self-booking link for certain appointments.
Consulting a Healthcare Assistant or Phlebotomist
Request through Patchs so we know who best to book you with. For routine annual health checks (eg Diabetes, Blood Pressure) you will be called up in your birth month. We try to do everything in one appointment – blood tests , physical checks and so on. If we send a questionnaire through Patchs, please do answer it to make everything work efficiently for you.
If you need a blood test, this must be requested by a doctor or other clinician first. When a blood test is due we will send you a self-booking link for you to choose your own time.