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.

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 assists 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 do 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 for clinical safety of our patients and clinicians we need to close the forms and redirect you to another service (like your local pharmacist or 111), and to ask you to only contact the practice by phone during opening hours for urgent, same day requests.

Telephone Access

We also recognise that online 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 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:

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