Our Appointment System




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Emergency Appointments

For urgent appointment requests we offer a “duty doctor” service between 08:00 – 18:30, Monday-Friday, where all patients who have urgent medical concerns can contact our reception team on 020 8678 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 150 patients a day; 60% of 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.

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.

Please be advised that this service does not serve for bypassing standard practice services and their normal procedure. If your request is non-urgent you will be advised on the appropriate avenue for your query/request.


Arriving For Your Appointment

We ask that all patients try to arrive a few minutes early for their appointment.

Did you know?

Our Practice has a text message reminder system. Please make sure that, if you have a mobile phone, you tell us your number so that we can send you a reminder the day before your appointment.

  • Where possible, we try to be understanding and accommodate patients who are late due to reasons outside of their control. It can help if you contact the practice to let us know that you are running late.
  • Patients who arrive late for appointments may need to wait longer to be seen, as the doctor or nurse may need to fit them in around patients who have arrived on time.
  • If a patient is more than 10 minutes late then they may be asked to rebook an appointment for another day. You will not be asked to re-book for another day if your appointment is urgent in nature, but you may need to sit and wait for the duty doctor to become available. This can take up to 2 hours.
  • If you are unable to make your appointment, please call the practice to cancel as early as you can. Missed appointments at this practice cost the NHS over £3,000 a month in unused clinicians’ time, and wastes over 2,600 appointments per year.

Patients arriving late for appointments can cause our clinicians to run late and inconvenience other patients. We appreciate your consideration.