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Home Visits

If a home visit is required, please make your request between 8.30am and 10.30am. Details will be then given to the duty doctor, who will then contact you by telephone.

Please do not request a home visit unless you or the patient are too ill to come to the practice. Remember, a doctor can see five patients at the surgery in the time it takes to attend one home visit. Please use the service responsibly.

In the event of a life threatening emergency, such as severe chest pain, extreme shortness of breath or collapse dial 999 to call an ambulance immediately.

Booking Appointments

Routine Appointments

  • Bookable in advance, up to 6 weeks for most clinicians.

  • Try to book your appointments well in advance. 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 posisble - 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. 

Appointments for Urgent Medical Problems or Emergencies

  • Heartwood clinicians will always endeavour to see you as soon as possible should you have an emergency medical need.
  • We have emergency appointments available every day for EMERGENCIES ONLY.
  • We have a doctor assigned each day to cover for medical emergencies or medical problems.
  • You may not see the doctor of your choice.
  • We do need your co-operation to ensure that medical emergencies are prioritised.  Over the last few months we have had increasing numbers of patients trying to access emergency appointments for routine issues.  This prevents us from seeing genuine emergency cases.
  • 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 an emergency.

Telephone Appointments

  • We offer a limited number of telephone call-back appointments each day for routine issues that do not require a face-to-face appointment ie for discussing test results, discussing referrals, or medical certificates.
  • Telephone calls saves the doctor time for more serious problems.
  • You can speak to a clinician the day you ring.
  • If you have a mobile the doctor can call you wherever you are, you dont have to wait in.

Online Appointment Booking

  • You can register online to book appointments and request repeat prescriptions. 
  • It is quick and easy to register. You will need to come into the surgery for an application form and then you will be given the relevant details to enable you to set up an account and use the system.

  • Once registered you will be able to view any appointments you have already made, cancel them if necessary, or book a new appointment with the doctor, and even request your repeat prescription.

Cancelling An Appointment

  • If you are unable to attend an appointment for any reason please contact us as soon as possible to cancel it, which allow us time to offer it to another patient.
  • To cancel your appointment please call our cancellations line on 01283 818124, where you can leave a message.

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 3 or more appointments you will receive a written notification and warning and possible removal from our list.

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.  Advice is also available from dental advisors regarding all dental problems from the British Dental Health Foundation (BDHF) website at


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