Urgent appointments
To request an urgent appointment for today or tomorrow (Monday to Friday) during opening times:
- phone us on 01283 818 100
When you get in touch, we’ll ask what you need help with.
We will use your answers to choose the most suitable doctor, nurse or healthcare professional to help you.
Heartwood clinicians will always endeavour to see you as soon as possible should you have an urgent medical need. We have appointments available every day for urgent appointments only.
We have a doctor assigned each day to cover for urgent medical problems. With this is mind, you may not see the doctor of your choice.
We do need your cooperation to ensure that urgent medical problems are prioritised. It is Heartwood policy for the clinician to inform you of other services, treatment or appointment options that may be more appropriate if your problem is not deemed to be urgent.
Routine appointments
To request a routine appointment up to 6 weeks in advance during opening times:
- phone us on 01283 818 100
- use your NHS account (through the NHS website or NHS App) or SystmOnline to book an appointment, screening test or vaccination
When you get in touch, we’ll ask what you need help with.
We will use your answers to choose the most suitable doctor, nurse or healthcare professional to help you.
If the clinician has said see me again in 6 weeks, do not leave it 6 weeks before you try to book the appointment. Book it on your way out of the surgery.
Routine appointments are 10 minutes long and the clinicians will endeavour to see you as near to your appointment time as possible. Some delay is inevitable given the variety of patient problems that may be seen during a surgery.
The doctors can only see one person for one problem in one 10 minute appointment. If you have multiple or complex problems, please request a double appointment.
Phone consultations
We offer a limited number of phone call back appointments each day for routine issues that do not require a face to face appointment. For example for discussing test results, discussing referrals, or medical certificates.
Phone calls saves the doctor time for more serious problems. If you have a mobile, the doctor can call you wherever you are, you don’t have to wait in.
Get medical advice from a nurse
To ask a non-urgent medical question:
- fill out an ask a nurse a question form
We will respond within 2 working days during opening times.
Dental appointments
If you have an urgent dental problem, such as toothache or a dental abscess, you should see a dentist not your GP.
If you have a regular dentist you should telephone them and arrange an urgent appointment. If they are closed there should be an answer phone message with the telephone number of the local dentist covering emergencies. If you have any trouble getting through, call 111 for advice.
Missed appointments
Every day many appointments are wasted by people failing to attend. This is disappointing as those appointments could have been given to someone else.
If you are unable to attend, please contact the surgery in advance. We operate an automated SMS text messaging reminder service for all appointments.
If you miss three or more appointments you will receive a written notification and warning and possible removal from our list.
Cancelling or changing an appointment
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- using the GP online system: SystmOnline
- phone us on 01283 818 100 during opening times
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.
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
Home visits
Home visits are available on request for patients who are housebound because of illness or disability.
If possible, please try to phone reception before 10am if you require a home visit.
A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance.
Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the health centre.