Telephone options

If calling the surgery please note that the busiest time of day for phones is between 8am and 10:30am, so this is where you may experience a longer wait then you or we would like, for which we apologise for any inconvenience caused. Our care navigators will answer your calls as quickly as possible and take on average between 350 to 450 calls a day.

Test results

To help manage the call queue, please can we ask patients to call after 12pm for any test results. If you have access to SystmOnline or the NHS app, where you will also be able to find your test results.

However please note that test results can take anywhere between 1 to 2 days, to up to 10 to 14 days to be received back from the hospital and reviewed by a clinician, depending on what type of test has been requested.

If you need to book an appointment or have a query and have access to AskmyGP, then please send in your request via this method in the first instance, thus freeing up the phone line to allow patients who do not have internet access or a means to request via online and therefore need to speak to a care navigator.

During times of unprecedented demand, this may mean we have to unfortunately turn off the system earlier in the day to manage the requests. We appreciate that when AskmyGP is turned off, which can be frustrating, this does then mean that the phones lines are busier, so if your request is not urgent for that day, please do submit a request on the next working day where possible once the system re-opens, again freeing up the phones lines for patients who are acutely unwell and need to be seen the same day.

Depending on the nature of your enquiry, there are custom action buttons available on AskmyGP that allow you to make contact with the practice, even if the main system is turned off. These custom action buttons are only to be used for the reason stated i.e. appointment cancellation, suspected UTI, annual review invite etc, any request that is not specific to the custom action, will not be dealt with and a response to this effect will be sent. We thank you for your patience and understanding.

Our phone line options are:

1. Speak to a care navigator
2. Speak to one of our prescription clerks (the team are available Monday to Friday from 10am to 2pm to take your call)
3. To cancel an appointment (you can leave a message on our answerphone)
4. Speak to the wellbeing pharmacy
5. To book your flu or covid vaccinations (this is only for patients who are eligible and have been contacted to make an appointment, who have not been able to use the booking invite)

0. To hear the options again