Submit a medical or admin request online and get the help you need – without waiting in a phone queue. Click here to find out more about this service.

Total Triage – Anima

Our practice operates a Total triage system – click here to find out more about this service. This model of practice is called Total Triage and helps us to prioritise urgent care and utilise the many members of our skilled primary care team appropriately. Completing the form online will likely be quicker than waiting in the call queue for our team and will mean the telephone lines are available for those patients that do need support completing the form. Often when you complete the form yourselves the clinician gets more detailed information about your condition/medical concerns which is helpful.

If you cannot complete the online form please be assured that you can still contact the practice and a member of the patient services team will complete the form on your behalf. To do this they will have to ask questions about your medical concern. This is so that they can pass on accurate information to the clinician triaging your request. All our staff our bound by the same confidentiality policies and are asking these questions so that we can ensure you get the care/treatment you need.

Your appointment

However you choose to contact us, we may offer you a consultation:

• by phone
• face to face at the surgery
• on a video call
• by text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

Cancelling or changing an appointment

To cancel your appointment:

• use our online booking system via Patient Access
• phone us on 01691 242 222 or 01948 320044
• reply CANCEL to your appointment reminder text message
• use the NHS App

Late for your appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

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.

See also Contact for information about out of hours and extended access options.

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

A chaperone can be present for any face-to-face appointment, this can be requested by yourself or the clinician.

Home visits

Patients are requested, where possible, to telephone before 11am if a home visit is required that day.

We would request that, apart from the genuinely housebound, all other patients attend the surgery rather than request a home visit because of the extra time home visiting takes. On average four to five patients can be seen in surgery in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the surgery.

Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.