All our regular weekday surgeries are by appointment only. Please see our Reception Staff or telephone the Practice during Opening Times on 01332 224588 (St Mark’s Road) or 01332 673905/ 675294 (Spondon) to arrange an appointment to see the doctor or nurse, up to 28 days in advance.
All appointments are booked at a minimum of 10 minutes. The doctor will try their best to give enough time to each patient but if, for example, two members of one family try to be seen in a single appointment, other patients will be kept waiting. So please make an appointment for each person wishing to be seen.
We offer additional appointments on Tuesday’s at St Mark’s Road (6.30-8.00pm) and Thursdays at 81 Sitwell Street (6.30-8.00pm). These appointments MUST be booked in advance as the Practice building will not be open to the public and telephone access will not be available during these times.
We will try to give you an appointment with a Clinician of your choice at a time that is convenient for you. This will not always be possible but we will do our best for you. In any event, we will always see you in an emergency. The Practice has always provided a number of appointment which is above the national average. We collect data and regularly audit and discuss our consultation rate and you are welcome to see any of this information. Please contact the Practice Manager Gemma Baines or Dr John Frain. Our Practice works as one organisation from two sites – in Chaddesden and Spondon. Whilst we will try to accommodate your requests, you may be asked to attend at either of these two surgeries if that is where the appointment is available to you.
About half of our appointments can be booked up to 2 weeks in advance for all clinicians. This is to allow those who for example; work, need to arrange transport or have other commitments to plan ahead.
We will always see emergencies the same day. During surgeries you may be asked to speak to a doctor or one of the nurses. They will discuss with you the most appropriate way of dealing with your medical need(s).
If you have an urgent medical problem that you feel needs attention on the same day, please explain this to our Reception Staff who will invoke our Emergency Clinic service to deal with such urgent requests. This is based at St Mark’s Road.
If ringing in the morning you will be booked for an appointment with either the Duty Doctor or one of our Advanced Nurse Practitioners. When the emergency clinics are full we can provide up to two extra appointments per surgery with the other doctors on duty that day. In the event you are told all other appointments are full and you feel you have a need to be seen that day, please ask to be booked into the Emergency Clinic or for a telephone triage appointment.
After mid-day we use a Telephone Triage service to assess the urgency of requests for same day appointments with the GP. When you call, our Reception Staff will take your name and telephone number and either the duty doctor will telephone you back as soon as possible (usually within the hour).
If the clinician thinks you need to be seen, you will usually be offered an appointment the same day or very soon afterwards. Please note that this service is not available during the additional appointment times specified above.
If you have an urgent medical problem that you feel needs attention on the same day, please explain this to the Reception Staff who will use our telephone triage service to deal with such urgent requests.
When you call, our Reception Staff will take your name and telephone number and either the duty doctor or nurse practitioner will telephone you back as soon as possible (usually within the hour).
If the doctor or nurse thinks you need to be seen, you will usually be offered an appointment that day. Please note this service is not available during the additional appointment times describe under ‘Making an appointment’ (Tuesday and Thursday 6.30-8.00pm).
Patients requesting to speak to a Clinician during surgery times will be asked for their telephone number which will be noted on the appointment screen off the on duty clinician who will then return their call during or at the conclusion of their surgery. Please do not be offended if you are asked the reason for this request. The doctors have requested the receptionist ask this to assist them in assessing the urgency of your need. If you are booked into a telephone appointment please ensure you stay available on the number you have provided for the doctor to call you back. Please be aware the doctor may be delayed in calling you back. This may be due to emergencies in surgery or on home visits.
This is a very busy practice. Please let the receptionists know if you will be unable to make, or no longer need, an appointment that you have booked so that it can be given to someone else.
Each year between 2,000-2,500 patients make appointments with the doctor which they then do not attend. This is equivalent to three weeks lost appointments each year. It deprives the same number of patients of the opportunity to see the doctor.
Patients who miss three or more appointments within a rolling 12 month period without informing us, will be sent a warning letter inviting then to explain why this abuse of NHS servicies has occurred. Please help us to help you.
Persistent breaches of this rule will be discussed by the partners and the final sanction could be the removal of you and your family from the practice registered list.
The Practice has an automated self-check-in screen at our St Mark’s Road surgery.
This is a simple to use system that enables you to check yourself into our appointments system.
Should you feel uncomfortable about using such a system, you can obtain help, or book in with one of our Reception Staff in the traditional manner.
If you require a home visit please contact your usual surgery as early in the day as possible and before 12.00 mid-day at the latest. This helps us to plan our daily workload. The Receptionist will discuss your request with the doctor who will then decide if the request for a visit is appropriate. The Doctor may ask to speak to you directly. If at all possible please try to attend surgery. We have better facilities for examining you and treating you in surgery than in the home.
Home visits should be requested only when you are genuinely too ill to travel to the surgery. If you have a rash or a temperature, coming to surgery will not harm or endanger others but please inform the Receptionist on arrival.
Please be considerate to the needs of others. The Doctor can see several patients in his or her consulting room in the time it takes to make one home visit
Waiting for test results can by very worrying. We do not feel it is appropriate for our Reception Staff to give out results over the telephone. However, if your test result is normal the Doctor will indicate this on the computer and the Receptionist will be able to tell you the result is normal. Any other result will require you to discuss it with the Doctor. Some test results can be discussed by telephone and we will indicate this to you when we contact you. If you prefer to see the doctor in person you are welcome to do so. The Receptionist will be happy to arrange an appointment for you.
When ringing the surgery please try to wait until the late morning or towards the end of evening surgery. This avoids the times when other patients may be trying to obtain urgent appointments or home visits from the Doctor.
Change of personal details
If you change your name, address or telephone number please inform us as soon as possible. Failure to do so may lead to a delay in your receiving important information such as hospital appointments. The need for an up-to-date telephone number is critical, to ensure we are able to contact you should the need arise.
If you move to a new district and it is outside our practice area you must register with a doctor in that district. The reason for this is that we cannot guarantee being able to visit you at home in an emergency.