Requesting an appointment
We now operate a triage model with respect to our appointment system. This means that every patient contacting the practice first provides some information on the reasons for contact, this is then reviewed by a GP who decides what the best course of action is.
This system ensures that those patients in most need of a same day appointment are prioritised and allocated an appointment with the most appropriate clinician.
Where necessary, we might ask you to answer a few additional questions to help our doctor prioritise those patients who need more urgent care.
The modern general practice model moves away from the 8am phone call queue and ‘first come, first served’ process for allocating appointments. It ensures patients are seen in a fair and timely manner.
Please note that in order for the GP to triage your request in an efficient manner it is very important to provide detailed and accurate information about your symptoms and availability.
Urgent appointments
If you believe your appointment request to be urgent, please contact the practice on 01384 271 241 from 8am. One of our receptionists will ask you a series of questions and complete an online form on your behalf. This will be marked urgent and sent to the GP for review.
Alternatively, you can complete the form yourself (Get help for any health problem), then call our reception team on 01384 271 241. Please provide them with your name and date of birth then request it be marked as urgent.
Once a GP has reviewed the request, a member of our Reception team will make contact with you to book an appointment or provide further instructions.
Please only request an urgent appointment if your condition / concerns are genuinely urgent.
If you have any of the following concerns you should dial 999 or go to A&E immediately:
- Signs of a heart attack – chest pain, pressure, heaviness, tightness or squeezing across the chest
- Signs of a stroke – face dropping on one side, can’t hold both arms up, difficulty speaking
- Sudden confusion (delirium) – cannot be sure of own name or age
- Suicide attempt – by taking something or self-harming
- Severe difficulty breathing – not being able to get words out, choking or gasping
- Heavy bleeding – spraying, pouring or enough to make a puddle
- Severe injuries – after a serious accident
- Seizure (fit) – shaking or jerking because of a fit, or unconscious (can’t be woken up)
- Sudden, rapid swelling – of the lips, mouth, throat or tongue
Routine appointments
You can request an appointment with a doctor or other healthcare professional by clicking the link below (Monday to Friday).
We aim to respond to requests within 2 working days during opening times.
You can also:
- phone us on 01384 271 241 and one of our receptionists will complete the request on your behalf. They will need you to answer a series of questions about your symptoms and concerns. The request will then be submitted to a GP to review. Once reviewed we will contact you to arrange a convenient appointment.
- visit the surgery and speak with a receptionist. As above they will complete the appointment request on your behalf. You will be asked a series of questions, the responses to which will be sent to a GP for review. Once reviewed we will contact you for arrange a convenient appointment.
Your request for an appointment will be reviewed by a GP. The GP will offer you an appointment in one of three time frames based on the information submitted; same day, 1-7 days or more than 7 days.
The GP will allocate a clinician who is able to assess and manage the problem you have informed us about. This Clinician may be a GP, Advanced Nurse Practitioner, Paramedic, First Contact Practitioner, Pharmacist, Practice Nurse or Community pharmacist.
The appointment may be a face to face appointment, phone call, video consultation or email / text.
The GP may also signpost you to another service if appropriate for the problem you have described.
Please note that in order for the GP to triage your request in an efficient manner it is very important to provide detailed and accurate information about your symptoms and availability.
Whilst waiting for a response, please do not submit a further form with respect to the same problem. We will be aware of your form and will respond with an appropriate response as soon as we are able.
Appointments with a nurse
You can request a routine appointment with a nurse up to 13 weeks in advance.
We will respond to requests within 2 working days during opening times.
You can also:
- phone us on 01384 271 241
- visit the surgery and speak with a receptionist
- use your NHS account (through the NHS website or NHS App) or Patient Access to book an appointment, screening test or vaccination where a link has been sent to you
When you get in touch, we’ll ask what you need help with. We will use your answers to choose the most suitable nurse or healthcare care assistant to help you.
Most nurse appointments are face to face at the surgery, however, they may also be conducted over the telephone, via email or text or by video call. If you have a preference, please let us know.
Home visits
Patients or their representative should contact the surgery, preferably before 10:00am. The receptionist will ask you a series of questions and complete a form on your behalf to submit to a GP. All visit requests are dealt with by a GP, who will determine the urgency or necessity of a home visit.
Please realise that if a patient can attend surgery there is specialised equipment plus a full support service. This would obviously not be available in the home environment.
Please note that home visits are usually reserved for terminally ill and housebound patients. However, any patient in genuine need of a home visit will not be refused.
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. However, it is your right to request to talk only to the doctor. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence.
Our reception desk is open between 7:30am–6:30pm Monday, Tuesday and Thursday and 7:30am–8pm Wednesday and Friday where a receptionist is available to help you.
Appointments can be requested from 7:45am every morning.
Clinics are held every weekday between 8am and 6:30pm. We also offer appointments between 7:30am and 8am most days of the week and between 6:30pm and 8pm on Wednesday and Friday evenings.
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 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.
Your appointment
Appointment times for the doctors, Advanced Nurse Practitioner and Paramedic are normally 15 minutes. If you require a longer appointment or have more than one concern to discuss please provide details in the appointment request and ask for a longer appointment.
Appointment times with the nurses vary in length. The Receptionist will book you into an appropriate appointment when you tell them the reason for the appointment.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
- if you need an interpreter
- if you have any other access or communication needs
You may request a suitably trained chaperone for any procedure, test or examination.
Friends and family are not permitted to act as chaperones.
Please note – both male and female clinical team members work within the practice, if you have a preference, please ensure you discuss this when you book your appointment. For more information, please speak to our Reception team.
Information for under 18s
If you are under 18 years old, you do not need to attend an appointment with a parent or guardian. We are happy to see you by yourself, whatever your problem. Everything you say is kept entirely confidential.
Cancelling or changing an appointment
To cancel your appointment:
- fill in a Cancel an appointment form
- reply CANCEL to your appointment reminder text message
- use your NHS account (through the NHS website or NHS App)
- using the GP online system: Patient Access
- phone us on 01384 271 241 during opening times
If you have an appointment between 7:30am and 8am or 6:30pm and 8pm and need to cancel it at short notice, please phone us on 01384 297532 as the mainline number above will be closed.
Pharmacy First – Can your local pharmacy help you?
As qualified healthcare professionals, pharmacists can offer advice on minor illnesses such as:
- coughs
- colds
- sore throats
- tummy trouble
- aches and pains
- sinusitis
- earache
- infected insect bites and stings
- impetigo
- shingles
- uncomplicated urinary tract infections (UTI) in women (16-64 years)
They can also advise on medicine that you can buy without a prescription based on the condition and the symptoms; this could include a course of antibiotics if deemed appropriate.
Many pharmacies are open until late and at weekends. You do not need an appointment.
Most pharmacies have a private room where you can discuss issues with pharmacy staff.
Minor Eye Conditions Service
The Minor Eye Conditions Service (MECS) provides assessment and treatment for people with recently occurring minor eye problems such as:
- Red eye or eyelids
- Dry, gritty or uncomfortable eyes
- Eye irritation and inflammation
- A lot of recent discharge from the eye or watery eye
- Recently occurring flashes or floaters
- Painful eye
- Ingrowing lashes
- Recent and sudden loss of vision
- Foreign body in the eye
The service is for people of all ages. Children under 16 years must be accompanied by an adult.
You do not need a GP referral to use this service. You have to choose an optical practice that is convenient for you and book an appointment by calling the practice directly.
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
Enhanced access
Practices in Kingswinford work collaboratively providing access to all patients Monday to Friday until 8:00pm and Saturdays from 9:00am– 5:00pm.
Appointments are available at different practices during the week, please discuss with reception or send a request via our website to book in, our practice is open on Wednesday and Friday evenings until 8:00pm.
During the week cover is provided at Wordsley Green on a Monday, Moss Grove Kingswinford on a Tuesday, Rangeways Road on a Thursday, Kingswinford Medical Practice on a Wednesday and Friday.
Cover for Saturdays is provided on a weekly rota with Rangeways open the 1st Saturday of the month, Summerhill 2nd, Wordsley Green 3rd, Moss Grove Kingswinford 4th and Kingswinford Medical practice covering the 5th Saturday.