Since 4th July 2022 our appointment booking system has changed and you will no longer be able to make an appointment in advance. All medical matters (not nurse appointments) will be addressed on the day. This is to reduce the wait to see or speak to a clinician and to ensure the workload across all our clinical staff is managed appropriately.

If you need to speak to a clinician about a medical matter, routine or urgent, you will need to go online or call that day to make an appointment. You will be able to choose a telephone or a face to face appointment. If you think you may need to be examined please select a face to face appointment.

Once the appointments have all been booked for that day our reception team will either direct you to call the next day or ask you for more information to help them signpost you either within the practice or to an external service. For example, you may be referred to a practice based pharmacist, a physio, a social prescribing link worker or a community pharmacy. This is something the doctors have asked them to do as GPs are not always the right people for you to speak to for your particular condition and we also hope it will mean your matter can be dealt with more quickly. Please co-operate with our reception team in answering their questions to ensure you are signposted correctly.

Please see the Clinical Staff Rota on our website or ask for a copy from reception. This will detail the normal clinical rota and the days specific doctors are expected to be available as this may help you make your choice and ensure continuity of care where appropriate. This rota is, however, subject to change as detailed.

Online appointments will be available from 07:00 and 13:00 Monday to Friday and we would strongly encourage you to use online services where possible to avoid delays on the phone.

Phone lines for appointments will open at 08:00 and again at 14:00. The earlier you go on line or call the more likely you are to get an appointment that day.

If you wish to sign up for online services please go to the NHS App and follow the instructions there.

Practice extended hours (Wed 6.30-7.30pm and Saturday mornings) and all nurse appointments can be booked by telephone to the practice.

If you wish to have a video consultation with a GP please make this clear when booking.

Please see below a link to a very useful video about making the most out of telephone and video consultations which has been created by patients for patients.

• Top-tips for Patients – making the most of your video and phone appointments – YouTube

Please also see this helpful Q&A:

How can you make the most of your virtual consultation?

South East London Cancer Alliance (selca.nhs.uk)

Online consultations are also available using our ask a clinician a question page via the website. This take you to an AccuRx link where you can record your query and someone will be in touch.

PCN Extended Access Services for Sutton

There are also extended access appointments in the evenings, on Saturdays and Sundays which are provided at different local hub sites across the borough of Sutton. These default to face to face unless you request a telephone appointment. The doctors working in these surgeries have access to your full GP record. These appointments are ideal for patients who find it hard to get to the surgery in normal working hours.

These appointments can be booked via the surgery when we are open but please note during hub opening hours (Mon-Fri 18:30-20:00 and Sat-Sun 08:00-20:00) you can call them directly to check for availability or to cancel pre-booked appointments. The number is 0333 332 6570. Please see the Sutton PCNs Enhanced Access Services poster for more information.

NHS 111

For urgent medical advice during the evenings and weekends, or at any time when the practice is closed, you should dial 111. The 111 service will be able to arrange an out of hours GP appointment or visit where clinically necessary.