If you or a relative has an urgent medical situation which needs to be seen on the same day, please ring as early as possible after 8.00am and the receptionist will direct your request. In some circumstances the morning 'sit and wait' clinic may be suitable.
Please call after 11.00am if possible to book an appointment in advance. These appointments are made available for booking one week in advance at Carlton Surgery and two weeks in advance at Rutland Lodge. All the doctors work at both sites but some doctors are part time. If you wish to make an appointment to see a specific doctor you may have to wait longer than if you are happy to see whichever doctor or nurse practitioner is available.
Early Evening Appointments
If you work full time, we run early evening appointments on Tuesday and Thursday at Rutland Lodge. It would be very helpful if patients who are able to attend surgeries during the day did so, leaving these appointments for those who are at work all day.
Please note: the arrangements for managing appointments may vary from time to time in order to meet changes in demand.
'Sit and Wait' Clinic
The 'sit and wait' clinic is held at Rutland Lodge every morning between 8.30am and 10.30am. Consultations are limited to short appointments designed to deal with a single item or acute problems. Sick notes and repeat prescriptions will not be issued at these consultations; please continue to order these from reception.
To save you coming in person to the practice, and if your query/problem can possibly be managed over the phone, the doctor or nurse will ring you back at around a pre-arranged time. Just tell the receptionist that you would like to book a telephone consultation.
Telephone consultations will be carried out after the 'sit and wait' clinic finishes at 10.30am. Please ensure you will be available to answer the doctor's call on the number you leave. The duty doctor will ring you back and will either arrange an appointment for you, organise a prescription for you to collect, or give advice.
We operate a text messaging service whereby we send a text message to your mobile phone to remind you of a forthcoming appointment. This facility enables us to send you a message if your appointment has to be changed or cancelled at short notice.
We also highlight the dates of special clinics such as for flu, and remind you of bank holidays etc when we will be closed.
Please check that we have your correct mobile phone number by filling in a form at the reception desk. You may ‘opt-out’ of this service by ticking the appropriate box on the form.
Self Check-in Screens
There is a self check-in screen at each surgery in the reception area. If all you wish to do is register your arrival for an appointment, simply bypass the queue at the reception desk and follow the instructions on the screen.
Temporary And Emergency Care
The practice will accept as a ‘one off’ registration any patient requiring immediate GP attention. If there is a true medical emergency utilise the Accident and Emergency department at your nearest hospital.
Cancel An Appointment/Cancellation policy
If you have tried and failed to obtain an appointment when you wanted it, you may be disappointed to hear that many patients book appointments and then fail to turn up.
This is a waste of staff time and adversely affects other patients.
PLEASE cancel any appointment you do not intend to keep, preferably 24 hours in advance, so we can offer it to another patient.
If you have an upto date mobile you can text back "cancel" to our surgery when you recieve your appointment confirmation or use our systmone online services if you are registered.
Your attention is drawn to the practice's Other Information in this regard.
Please cancel appointments you do not intend to keep – preferably 24 hours in advance so we can offer it to another patient.
As the demand for appointments increases, we are becoming less able to tolerate patients who do not cancel and subsequently fail to attend. We have a practice policy for considering removal of patients who waste appointments in this way.
If any patient does not attend (DNA) any appointment within a six months’ period, a first letter will be sent. After a second DNA in the same six months, a second letter will be sent advising the patient that a third DNA may result in them being asked to leave the practice.
f the same patient fails to attend a third time within the same six month period, a third letter is prepared and the partners have the final decision on whether the patient should stay or be removed.
You have the right to appeal against this decision within 14 days in writing to the practice manager.
We offer a chaperone service where a member of staff will escort you when you go for a consultation. You and the doctor or nurse may feel more comfortable having another person in the room if you are having a physical or intimate examination. Just mention it at the reception desk, or ask the doctor or nurse.
Patients have a right to request an appointment with a named doctor of their choosing. However, because some doctors are part time and work on two sites, there may be a longer wait for an appointment with a specific named doctor.