Configure Appointment Details

Appointments System

How to contact us

There are two ways in which you can seek medical advice or help from one of our clinicians.

By phone or by eConsult.

If you call for an appointment, you will be asked a series of questions by our trained staff.   Any information given will be in strict confidence, and is at the request of the clinicians.

This is so that we can ensure that you receive:

  • The most appropriate medical care
  • From the most appropriate health professional
  • At the most appropriate time

Reception staff, like all members of the surgery team, are bound by confidentiality rules

  • Any information given by you is treated in the strictest confidence 
  • The practice takes any breach of confidentiality very seriously 

Our reception staff will ask you a few questions to help navigate and direct you to the most appropriate type of appointment.  Appointments can be with your usual doctor, a clinician in our assessment team, nurse practitioner, social prescriber, our pharmacist, paramedic or physiotherapist. 

However if you feel your issue is very private and you do not wish to say what this is then we will respect your decision.  We may advise you to fill out an eConsult instead, so that we can make sure you are still triaged appropriately.

If you would prefer not to call us, our eConsult service is an alternative way for you to contact us.  To do so, click on the eConsult blue banner directly below, where it says Get Started.  This service allows you to seek health advice, submit your symptoms or requests electronically to the practice, as well as offering around the clock NHS self-help information, signposting to services and a symptom checker.


About our appointments

We would like to be able to offer patients some continuity of care.  So if you wish to speak to your usual GP regarding a follow up, ongoing issue or non-urgent medical problem, we will offer you their next available appointment slot.    

If you have a new and acute problem, your name can be added to our assessment team's triage list, along with the information you have given.  Our assessment team of clinicians review this list, and you should be contacted on the day.  Occasionally you may be given an appointment with the appropriate clinician or health professional within the next few days.  

Telephone appointments are not always at a specific time and the clinical team will return your call when they have time that day.  Please let us know what number to call you on, and any times that you are not available.  Sometimes the call may appear to be from a private number, due to how our phone system works.  Please try to answer when we call. 

If you are invited to the surgery for an appointment we ask that you wear a face covering where possible, or a visor if not.

If you are visiting Cornwall, and not registered with us, we ask that you contact your own GP or the 111 service.  


Cancelling an appointment 

If you are unable to make an appointment with us, you can now fill in the form here to let us know.

Please call us to reschedule your appointment when you are able to do so.

For more information on our appointment system, please see our FAQs section below.


Home Visits

If possible please try to telephone reception before 11:00 if you require a home visit.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP or one of our trained specialist paramedics will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.

You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

GP Training

Doctors in training are attached to the practice.  They are fully qualified doctors and have had at least two years experience in hospitals. 

They spend 12 months in general practice before becoming independent General Practitioners.  Being a training practice keeps your doctors abreast of medical developments. 

 If you would prefer to see your own doctor in private please say so—it will cause no offence.

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

If you are unable to make an appointment with us, you can now fill in the form here to let us know.

Please call us to reschedule your appointment when you are able to do so


Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.  Please use econsult and ask via the administrative help.

Please remember to update your contact details with us when you change address, telephone numbers and email address.


How are we working?

Our clinican’s and other health professionals are seeing patients over the phone and face to face where appropriate.

We currently have 2-3 clinicians working in our assessment team each day, triaging all on the day patients based on the information given to our receptionists or by eConsult.


What is triaging and why are you doing this?

Triaging is a process where patients are sorted or allocated based on symptoms.

The more information we have about your problem, the easier and quicker it is for us to assess your needs.

We get a high volume of calls every day, and triaging allows us to make sure patients can get the right patient care at the right time. 

Most GP surgeries are using a triaging system of urgent or acute medical problems.

It was something that we had planned to set up before the pandemic, to help manage the demand on our services, and also help us utilise all the new health professionals we have in our practice, such as physiotherapists, paramedics and pharmacists.


Why aren’t you seeing patients?

Our clinicians will often assess your symptoms over the phone, and with the use of photographs if requested and supplied.  They may be able to diagnose, offer medication and advice over the phone.  If they have any concern over a diagnosis, or that they are not getting the full picture over the phone, they will not hesitate to bring you in to the surgery for a face to face appointment, (with covid protocols in place.)

Before the pandemic our GP’s saw on average maybe 20-30 patients a day, this included follow up and routine appointments, or to give urgent medical advice, alongside their other duties, such as checking prescription queries, patient medication reviews and home visits.

Now we are conducting a mixture of remote consultations (by phone) with appropriately triaged face to face appointments our clinicians are getting to treat 40-50 patients a day, and still manage their other duties.


Why can’t I see a doctor today?  Why have I received a text message about an appointment?

We know it can be frustrating when you can’t speak to a GP on the day that you call.

We endeavour to triage and treat all patients that call with an urgent and new acute medical problem on the day.  These include an unwell child, persistent coughs, infections, recent onset pain, or a complication of an underlying condition such as asthma, cancer or diabetes.

If you have an ongoing medical problem we would like you to see the GP that has been treating you where appropriate.   We believe this gives you continuity of care, and will hopefully mean the GP already understands your medical history and is best placed to follow up on your care.


Why wasn't I told I had a medication review appointment?
Our GP's, amongst their many daily tasks, calls and appointments, also conduct patient medication reviews. These are mainly done through assessing patient records and mostly do not require patient contact. Due to the way these are set up on our clinical system, they will appear as appointments on the NHS app. We want to assure patients these are not appointments you have missed or need to attend (unless you have been told otherwise), but is purely a way for our clinician’s to make sure each and every patient has a regular review.
We are looking at a way to change how we have these set up in the future, so that it is less confusing for you as the patient. We won’t however be able to remove past appointments due to the clinical system settings.
Why haven't I received a call from the Practice Nurse about my online COPD or Asthma review?
Our nursing team is currently sending out a COPD and Asthma online review questionnaires for patients to fill out.  These are normally sent yearly, near the month of your birthday.  Once you have filled out and completed these, you should receive a text to let you know we have received it.
These reviews are being added to your medical records, along with how you scored on the review.  These are then being reviewed by the nurses and patients with scores outside the acceptable ranges are being prioritised for a call back.  We are currently trying to get through a large backlog of reviews, so if you are in the acceptable range i.e. you are seen to be currently managing your condition, you may not receive a call back regarding your result for several weeks.  

Late arrivals

Late Arrival Policy