HOW TO REQUEST AN EMERGENCY APPOINTMENT 

For requests that need to be resolved within 24 hours, we offer a “duty doctor” service Monday-Friday between 08:00-12:00 and 13:30-17:30. During these times you can call our reception team on 0208 678 5420 to request a call back from one of our duty doctors. Patients are called back within two hours and receive a telephone consultation, which may result in a further face-to-face appointment with one of our GPs where appropriate. Our duty doctors consult with up to 200 patients a day. Most urgent call backs are resolved over the phone by our doctors. This system has helped us to offer a much higher level of same-day access to our patients.

Our phone lines are open for emergencies Monday-Friday from 08:00-18:30. You can also call 111 for immediate advice, or in some emergencies it may be appropriate to call 999.

The receptionist will ask you to confirm your telephone number and will ask for a brief explanation of the issue for all patients requesting an emergency call back. This is for the patient's benefit and allows the doctor to prioritise the calls so that patients in severe pain or with a sick child are attended to before an urgent medication query for example.

Please note that all staff have a legal, ethical and contractual obligation of confidentiality and must ensure they act appropriately to protect patient information against improper disclosure.

We do not currently offer a walk-in service to our patients. If you feel that you need to be seen urgently, please contact our reception team to request a call back from the duty doctor.

Sometimes patients require emergency treatment and may need more of our time. This can lead to our clinicians running late. We appreciate your patience if this happens and will try to let you know if your doctor/nurse is running late.

 

If your request is non-urgent, our reception team will support you to find the appropriate way to raise your query/request.

 

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