Routine Appointments

These are scheduled consultation slots during normal surgery hours.  The benefits are that you will normally have a selection of times and dates, a full consultation and will be seen promptly.  The benefits to the practice are that we can schedule the doctor’s and other medical staff’s time effectively and retrieve any test results in advance.  Please note that our receptionists may ask for details of your condition to assist the medical staff when arranging an appointment.  All such information is in complete confidence. Patients are expected to keep their appointments.

If you just need advice, or are unsure whether you need a full consultation, we also offer a telephone consultation with the doctor.  The receptionist will take a telephone number where the doctor can ring you back, normally the same day. 

If the doctor needs to see you after the telephone consultation, you will then be given a normal or emergency appointment.

Since October 2018, evening, weekend and bank holiday appointments have been available with a range of Primary Care health professionals in Ashford. This is part of a national drive to improve access to Primary Care services and give people the opportunity to have an appointment at a time that suits them.

These extra appointments, alongside existing services, allow patients to pre-book routine appointments with healthcare professionals between 08:00 and 20:00 each weekday as well as appointments on Saturdays, Sundays and bank holidays.

Appointments are provided from practices in different locations within Ashford, not necessarily at the patients’ own surgery, but the health professionals treating them will, with their consent, be able to see their full medical records.

 Anyone needing to make an appointment should contact their GP practice in the first instance.

Trained reception staff will know when appointments are available and with which healthcare professional.  They will be able to book an appointment at either the patients’ own surgery or one of the other practices providing appointments within Ashford.   Patients should advise the receptionist if they particularly want an evening or weekend appointment.

 Please note, these extra appointments are available for pre-booked care.  It is important to remember that anyone who needs medical assistance when their practice is closed should continue to dial NHS 111.

 We would welcome feedback on this new service – please either complete a Family and Friends Test questionnaire at the practice when attending for your appointment or alternatively email the CCG patient experience team on nelcsu.engagement@nhs.net

Home visits are made at the discretion of the doctor.  Please do not ask the doctor to visit unless the patient is genuinely TOO ILL to come to the surgery.  If the patient has a temperature or rash, coming to the surgery will do no harm and will not endanger others, please inform the receptionist on arrival.

Please contact the surgery as early as possible if you think a visit may be required.

You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Regretfully if you arrive late for any appointment we may not be able to fit you in and will have to re-book you for another day. 

Exceptionally and at the discretion of the Doctor/Nurse or Practice Manager, emergency appointments may be re-scheduled for later that same day. 

In addition, if you continuously fail to attend appointments without reasonable explanation, we reserve the right to remove you from the patient register.

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.

Chaperones

You have the right to have a relative, friend or member of staff present during a consultation.  Please do not hesitate to ask the receptionist if you wish a member of staff to accompany you.