How to request an appointment
To request an appointment, please complete our online triage form from 8am. All requests are reviewed by a GP and prioritised based on clinical need to ensure you are seen by the right person.
If you are unable to complete the form online, don’t have internet access or have any other difficulty, you can contact us by phone on 0118 978 8689 or visit reception, and a member of the team will complete the triage form on your behalf.
Please note that our reception team are not always able to book appointments directly without a triage request. Your information will be reviewed by a clinician, and we will contact you with the most appropriate appointment or advice.
We do not offer appointments via email correspondence.
If demand is very high, the triage form may be temporarily paused for patient safety. If this happens, please try again later in the day.
We do not limit access for urgent medical problems. If your condition is urgent, please contact the surgery and a member of the team will assist you.
If your condition is urgent and cannot wait, please contact the surgery by phone. In an emergency, call 111 or visit your nearest A&E
What happens next
Once you submit a request, a clinician will review it.
You may be:
- offered a face to face appointment
- offered a phone or video consultation
- given advice by text or message
- directed to another appropriate service such as a pharmacy, NHS 111, or an urgent care service at RBH if needed
We will always aim to make sure you are seen in the most appropriate setting based on your clinical need and the information on the triage form you have submitted.
We will contact you using your details on the triage form and in your medical records, so please keep your phone available.
After you have submitted a request
You do not need to contact us again unless your condition changes.
If you do contact us, reception may need to check with a GP before confirming next steps. They may not be able to book an appointment without a triage request.
How quickly we aim to respond
- Urgent medical: same day (Mon–Fri, 8:00–18:30)
- Routine medical: within 2 working days
- Admin: within 3 working days
Urgent problems
If your problem is urgent and cannot wait, please contact the surgery by phone or visit reception and inform the team.
All urgent requests are assessed on the same day.
For life-threatening emergencies, call 999.
Reception and booking
When you are speaking to one of our reception team members, they may need to submit a triage request or check with a clinician before confirming next steps. This keeps you safe and helps us direct you to the right care the first time.
Nursing appointments, vaccinations or screening are still bookable directly by calling us.
When appropriate, our team will advise after triage.
Routine and follow up appointments
Some appointments can be booked in advance, such as follow ups, reviews, or tests requested by a GP.
These will usually be arranged after your triage request or during your consultation.
- Use your NHS account (through the NHS website or NHS App) or Patient Access to book an appointment, screening test or vaccination
Enhanced access
We offer additional appointments outside of our core hours.
Telephone & Video consultations are available one Saturday morning each month between 8:30am and 12:30pm.
We also offer extended hours appointments on Monday, Wednesday and Thursday mornings, and Thursday afternoons.
These appointments are arranged following a triage request or by a member of the team where appropriate.
Pharmacy First – Visit your pharmacy first
Most pharmacies can treat seven common conditions without a GP appointment. Click here for more information.
Home visits
If you are housebound and need a home visit, please contact the surgery as early as possible in the day.
A clinician may contact you first to assess your needs.
Cancelling or changing an appointment
To cancel your appointment:
- Use your NHS account (through the NHS website or NHS App)
- Use the GP online system: Patient Access
- Phone us on 0118 978 8689 during opening times
If you need help when we are closed
If you need to access medical care out of hours, call NHS 111. This number is free to call both from land lines and from mobile phones.
NHS 111 provide cover for all urgent primary care requirements from 6:30pm to 8am, Monday to Friday, from 6:30pm on Friday evenings until 8am on Monday mornings and all day on public holidays.
If you need treatment out of hours, NHS 111 will contact the local out of hours provider WestCall directly on your behalf.
Out of hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the surgery re-opens.
In a genuine emergency you should call 999. Chest pains and / or shortness of breath constitute an emergency.
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