The practice team continues to work hard to support our patients with your urgent
and routine requests, while also delivering the mass vaccination programme to our
local population. Over the past year across the Surrey Heartlands area, 2.7 million
GP appointments have been provided to patients face to face (that’s nearly 2.5
appointments for each person living in the area!). The majority of these will have
been with a doctor, but also include other clinical staff at the practice such as the
Demand for GP services – as with other parts of the NHS – continues to be very
high. To help us help you, please can you provide as much information as possible
when making a request, either via our website form or to our reception team if you
are phoning. This helps us get you to the right person to help you as quickly as
possible, which will include face to face appointments where needed.
We would also like to recognise that patients have understandably found it
frustrating when they have gone to submit a request on our website, to find the
form switched off. We would far prefer to have our forms available all the time,
but because demand is so high, we are not able to answer all the online and phone
requests that would come in. That’s why we sometimes need to close the forms and
redirect you to another service (like your local pharmacist or 111), and to ask you
to contact the practice by phone during opening hours for urgent, same day
We also recognise that digital services aren’t accessible or the preferred choice for
everyone. That’s why we’d also like to reassure you that our phone lines are still
available, though appreciate it might take some time to get through as we are
extremely busy at this time. Please do bear with our staff , they are dealing with the
calls as quickly as they can.
Finally, please remember, if you need urgent help and you’re not sure where to go,
you can call NHS111 (or visit them online at www.111.nhs.uk) who can triage
your call and advise you on the right help and support – where appropriate they can
also make an appointment for you with the right service, including A&E.
Thank you for your understanding at this very busy time.