Making an appointment
If you want to make an appointment with a doctor or nurse, please phone the surgery on 0191 2958500 and listen carefully to the various options that you are presented with. We aim to offer an appointment with a GP within 48 hours (unless it is more urgent) or a nurse within 24 hours. For an urgent appointment on the same day, please ring as early as possible. You can make an appointment with a nurse without seeing the doctor first.
The cost to NHS of wasted appointments
Missed appointments cost the NHS thousands of pounds every year? Please phone the surgery as soon as possible if you cannot attend. This will help us to make appointments available to as many patients as possible. We do have a failure to attend letter and after 3 such notifications we will request you to register elsewhere.
Out of hours
What to do when your GP practice is closed:
- If it’s a life-threatening emergency call 999
- If you need medical help but it’s not an emergency call 111
During normal practice opening hours, the practice remains your first point of contact for all routine requests.
NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency. Calls to NHS 111 are FREE from landlines and mobiles and NHS 111 is available 24/7, every day of the year
When to call 111
You should call 111 when:
- You think you need to go to A&E or to another NHS urgent care service
- Your GP surgery is closed and you need healthcare advice
- You don’t know who to call for medical help.
When to call 999
Call 999 for life threatening emergencies such as:
- Major accident or trauma
- Severe breathlessness
- Severe bleeding
- Loss of consciousness
- Severe chest pain
For more information on 111, please download these NHS 111 Frequently Asked Questions.
You should phone the surgery (week days only between 0900 and 1700 hours) on 0191 295 8514 to order any repeat prescriptions at least 48 hours before you need to collect. It is important to only say the names of the medication you need and not just ask for a repeat of all your prescriptions.
Prescriptions will be ready to collect after 2pm. Someone else can collect for you if they are over 16 and show your repeat prescription slip. Prescriptions can also be posted out if you provide us with a stamped addressed envelope.
Prescription Tel: 0191 295 8514
Some chemists/pharmacists provide a collection and delivery service for people who cannot get out of their house. Speak to your local pharmacist for more details.
The doctor or nurse can visit patients who are seriously ill or who cannot leave the house. If you need a home visit, it is best to phone the surgery as early as possible but before 11:30am. The doctor will normally speak to the patient over the phone before visiting or arranging for a district nurse to see the patient.
Do please try to come to the surgery if at all possible. (A doctor can see 3-5 patients at the surgery in the time it takes him/her to visit one patient at home).We provide appointments for patients who need to be seen quickly.
Sometimes you may want to speak to a doctor or nurse about something, but do not need to come into the surgery for a face-to-face appointment. If you would like to talk to someone over the phone, you can book this in with reception, which will take your number and arrange a suitable time. The doctors are normally available daily between 1130 and 1200 to deal with telephone calls. When phoning, please give as much information as possible to the receptionist.
Patients are responsible for contacting the surgery to find out the results of investigations such as blood tests, urine tests, x-rays and ECGs. Receptionists, after checking confidentiality requirements normally will give the result after instructions from the doctor they cannot discuss your results, but they can arrange a telephone appointment for you to speak to a doctor or nurse if necessary.
Register as a Patient
It is easy to register with us. All you need to do is to come to the surgery with some proof of your address (such as a utility bill). You will need to fill in a short form. You can either download the form here and bring it with you completed, or we have paper copies in the surgery.
Records and confidentiality
Most patient information is held on computer. All personal and clinical information is confidential and the consent of individual patients is needed before it can be given to anyone else. Sometimes, we may need to share information with other professionals involved in your care, but they also have a legal duty to keep it confidential. You are entitled to see your health records. If you want to do this, please ask at reception for details. Fair Processing Notice VGS 2017 (1)
Patient Reference Group
The surgery has an online Patient Reference Group, with whom we discuss thoughts and plans on how we can continually improve patient experience and patient care.
Reports on work done along with details of the discussions the group has been involved in can be found by clicking here.
If you are a registered patient of this practice and would like to join our online group please either ask at reception or send us an email using this link. We will email you back with details of how to participate.
Feedback or complaints
We are always happy to receive suggestions for improvements and like to know if we are doing something well. If you are unhappy about any of our services, please speak to the practice manager, who will be happy to discuss your problem privately. If you are still dissatisfied, we have a formal complaints procedure which you can access via the practice manager.
This practice has a zero tolerance approach and any patient who is violent, aggressive or abusive to GPs, nurses, practice staff or other patients may be taken off the practice’s list.
Access arrangements/facilities for disabled patients
The surgery has ramp access via the car park and the entrance doors are automatic.
Patient Care Navigation
The surgery is now offering a Patient Care Navigation service to all patients. This service is designed to help patients with all aspects of their non-clinical care. To get started, just speak to one of the Navigation team at the reception desk.