Appointments

How to make an appointment

We have two ways to book appointments. You can

In order to book appointments online, you need to register with Patient Access.

With Patient Access you can view, book and cancel appointments from home, work or on the move – wherever you can connect to the internet. Whats more because Patient Access is a 24 hour online service – you can do this in your own time, day or night.

Patient Access isn’t just for booking GP appointments you can also

  • Order repeat prescriptions
  • Change your address details
  • View your medical record details online.

How do I register with Patient Access?

To register and create an account you will need a PIN, which we can generate for you at reception.

When you come to collect your PIN, we ask that you bring along photo ID (a passport, photo driving licence etc). This is so that we can verify your identity and protect your confidentiality.

Once you have your PIN you can register with Patient Access and start making appointments online straight away by clicking the logo below:

patient_access

Alternatively, call our main switchboard number on 0207 428 4555 to book an appointment. Urgent cases will be assessed by the duty doctor on the same day. You also have the option to book in advance if this is more convenient for you.

How to cancel an appointment

You can cancel your appointments online with Patient Access, over the phone, or by text message by replying ‘cancel’ to our automated appointment reminders that you receive if we have your mobile number on file.

Appointment reminders

It is the patient’s responsibility to remember when their appointment is. The practice has a system for texting you prior to your appointment to warn you that the next day you have an appointment. This does not give the specific appointment time, but is a useful reminder for you to attend. It also provides a facility for cancelling an appointment.

Appointment System

Routine Appointments

If you are phoning for a routine appointment, you will be offered an appointment with your usual doctor or, if this is not possible or convenient, with a doctor in their team. We aim to be able to offer appointments up to 4 weeks in advance.

The surgery is particularly busy on Mondays and Fridays and especially during the winter months. If your appointment is not urgent, please try to book on a less busy day after 10.30am.

Over 10% of patients do not attend for their appointment and do not let the practice know. If you let us know as soon as possible that you cannot attend your appointment, we can then make it available for another patient.

Urgent Appointments

If you are phoning for an “urgent” appointment—the receptionist will ask you for some further information.

They will ask you for your contact number and the reason for your call. You will be added to the Duty Doctor list for them to call you back on that same day.

The Duty Doctor will phone you back between 08.30am and 1pm or 2pm and 6.30pm depending on the time of day that you phone and how busy it is. We ask that you try to be available during these times. Once you have been assessed the doctor will decide on the most appropriate way to manage your condition. This may result in an appointment or self-care.

PLEASE NOTE THAT YOUR INFORMATION IS TREATED AS CONFIDENTIAL AND IS PURELY TO ENABLE THE RECEPTION AND CLINICAL TEAMS TO PRIORITISE YOUR CALL APPROPRIATELY.

 

Role of Reception

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. We can offer a degree of privacy at a separate reception booth (in a separate room) if your enquiry is sensitive. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

Texting your appointment reminders

The practice has a system for texting you prior to your appointment to warn you that the next day you have an appointment. This does not give the specific appointment time, but is a useful reminder for you to attend. It also provides a facility for cancelling an appointment.

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