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Why does the receptionist need to ask what's wrong with me?

Please read the full guidelines in the attached poster below.

Why reception are asking these questions.

How to see the doctor or nurse

chdWe only see patients by appointment. Appointments can be made by telephone, at reception, or online.

Ways to help us:

  • Making a separate appointment for each person who needs to be seen.
  • Letting us know as soon as possible if you want to cancel or change the appointment.
  • Arriving on time for your appointment. Late patients may be asked to rebook.
  • Doctors usually can deal with only one problem in a 10 minute appointment. Please bear this in mind.
  • Please try to keep to the same doctor for review of results.  

We are planning to increase communication with patients by test message. Please ensure your phone number/contact details are up to date with Reception.

Sometimes the doctors and nurses have to deal with emergencies or difficult problems which may delay them. We will endeavour to inform you if anyone is running late. Please be patient if you are not seen on time .

From 1st April 2011 we are offering patients a new online facility which will allow patients to request medication and make a doctor's appointment using EMIS Access. 

Patients will be able to view, book or cancel appointments on-line whatever time of the day or night.   Currently you will only be able to make one appointment with a GP at a time on-line but if you need to make another appointment you can still do this in person or over the phone.  If you make an appointment on-line and subsequently fail to attend we may suspend the facility to make appointments on-line for a short period.

What to do next - in order to use EMIS Access you must first register for this service by asking reception for an online registration form.  We will print you a registration letter with all the information you need including your PIN, practice ID, Access ID and NHS number you can create your account using this website or

In order to ensure that GP and Practice Nurse appointments are booked appropriately - please do not book an appointment with the GP for the following - travel and children's immunisations, dressings, removal of stitches, asthma/COPD check, ear syringing, blood tests/blood pressure checks, cervical smear/contraception.  Please check with reception and make an appointment with the Practice Nurse or Health Care Assistant for these appointments.



We have 8 incoming lines.    We have 3 people answering phones in busy periods e.g. 08.00-08.30, the first three patients would be being dealt with by a receptionist,  patients 4-8 would be within a queue (and receive our answering messages) and patient 9 would get the engaged tone and would need to call back.   There should be no difference in response time between mobiles and landlines.

Please contact Reception/Manager if you have any problem with the phone systems.

March 2016


To better manage the demand for ‘Same Day Appointments’ the Practice operates an ‘extra patient list’ with names being taken between 11.00 and 12.00 each morning. These appointments are designed for patients who are unable to get a same day appointment. If there are still ‘same day appointments’ available when a patient comes in  then the ‘extra patient list’ may not operate that day. 

This list is designed for patients to discuss one urgent problem in their 10 minute slot. This problem will be the problem stated to Reception when that patient books in. Should the patient present with several issues then the patient will be asked to book further appointments with Reception

Nov 16


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