Appointments – Help Us Help You

The practice team continues to work hard to support our patients with your urgent and routine requests, while also delivering the mass vaccination programme to our local population.

Over the past year across the Surrey Heartlands area, 2.7 million GP appointments have been provided to patients face to face (that’s nearly 2.5 appointments for each person living in the area!). The majority of these will have been with a doctor, but also include other clinical staff at the practice such as the nursing team. Demand for GP services – as with other parts of the NHS – continues to be very high.

To help us help you, please can you provide as much information as possible when making a request, either via our website form or to our reception team if you are phoning for urgent queries.

This helps us get you to the right person to help you as quickly as possible.

Doctor Online – See an NHS GP by Video with LIVI

Patients registered at The Red Practice can see an NHS GP by video using the LIVI app – Get the LIVI app in the app store or visit www.livi.co.uk.

Livi Doctors will have full access to your medical records and history and can help with almost all your queries. We encourage our patients to you this useful service from the comfort of their own homes for all routine GP appointments, and this helps us to manage demand for face to face appointments.

Appointments are available from:

  • Monday to Friday, 08:00-20:00
  • Saturday and Sunday, 09:00-12:00

Face to Face Appointments – Submit a Form Online

Where possible please use the online forms available on our website. This helps us get you to the right person to help you as quickly as possible. This assist us in dealing with all patient related matters. This way of communicating allows us to manage workload and redirect patient queries in the safest way possible. All clinical queries are looked at by a GP and then prioritised according to clinical need and then allocated to the most appropriate member of the team. We aim to do this in a timely manner of receiving the query. A pre-booked appointment is then given for routine/ non urgent queries (including face to face where needed)

We would also like to recognise that patients have understandably found it frustrating when they have gone to submit a request on our website, to find the form switched off. We would far prefer to have our forms available all the time, but because demand is so high, we are not able to answer all the online and phone requests that would come in. That’s why we sometimes need to close the forms and redirect you to another service (like your local pharmacist or 111), and to ask you to contact the practice by phone during opening hours for urgent, same day requests.

Telephone Access

We also recognise that digital services aren’t accessible or the preferred choice for everyone but for now this is necessary, so please help us to help you.

What You Should Call the Practice For

Book an appointment for urgent medical attention that cannot wait for a response online (For any medical emergency that cannot wait, please call 999).

Book an appointment with the Practice Nurse.

Book an appointment for a blood test.

For all other matters please use LIVI or the online forms.

We would like to reassure you that though our phone lines are busy, and it might take some time to get through, please do bear with our staff and team, as they are dealing with the calls as quickly as they can.

Finally, please remember, if you need help and you’re not sure where to go, you can call NHS111 (or visit them online at www.111.nhs.uk) who can triage your call and advise you on the right help and support – where appropriate they can also make an appointment for you with the right service, including A&E.

Test Results

You can access your test results by using the NHS APP – Download and register it here.

We are so grateful to all our patients for the continued patience, help and cooperation to support their GP practice and their staff.