New Appointment System




On Thursday 16 September we are going live with our new online service and GP appointment system. We are very excited about the changes which we hope will provide a better service of our patients. Please bear with us as we try to overcome any initial teething problems.  


New Online Service 

This is a great way for you to contact our practice for non-urgent medical or admin requests. It is very simple to fill out so please do give it a go if you need to contact us. Although the character count is limited on the form, please try to give as much specific and concise information as possible. We really think it is easier for most people than waiting on hold to speak to a receptionist but would love to hear your feedback. If you do not have access to the internet or find it difficult to use a computer or smartphone you can still call us.


New GP Appointment System  

From Thursday 16 September if you need to consult with a GP please contact us on the day that you wish to be seen. Please use the following link to our new online consultation service to request an appointment with a GP. Please click on ‘I want help for a medical issue’.  


When Will Someone Get Back To Me? 

We aim to help you with your request on the same day (Monday to Friday). During busy periods, this may be within 24 hours. 

If you make a request after 4.30pm we won’t normally get back to you until the next working day unless your problem is medically urgent. 

For all urgent requests between 6.30pm and 08.00am, or at weekends, please call 111. In an emergency, it’s 999.  


Why Online? 

Before we see you, we need to ask you a few simple questions to make sure you get the right help from the right person at the right time. We need to do that even if you call us. Using the online system means that the practice member you speak to will have all the information that you want to discuss at their fingertips. It will also help us by freeing up the phones for our most vulnerable patients or those who don’t have access to the internet.    


How Does It Work? 

When contacting us using our new online service you will be able to ask for help with a medical issue or an admin query.  

For help with a medical issue, you will be asked to confirm that you are not experiencing a medical emergency and a couple of coronavirus screening questions. You will be asked to describe the medical problem that you want help with, how long the symptoms have been going on for and whether they are getting better or worse. You will be asked how you would like us to help you. There are some further optional questions where you may like to provide us with more information. You’ll be asked whether there is someone specific at the practice who you’d like to speak to and how you would like us to contact you. You have the option of uploading a photo to show where the problem is and what it looks like. Please do not submit photographs of your child's intimate areas. If you request a face-to-face appointment, the GP will in most cases want to discuss your issue with you on the phone first. 

For help with an admin query you will be able to choose from one of the following options; 

  • Doctors letter – please note that there may be a fee for this service. 
  • Fit (sick) note – for periods of sickness of 7 days or less you do not need a Doctor's note. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website.   
  • Questions about a referral (update/ status) - If the request is for a new referral from a GP please do not use this link and instead submit a request under the heading ‘I want help for a medical issue’.  
  • Repeat prescription request – see here for further info regarding prescription requests   
  • Test results  
  • I need help with something else  

Continuity of Care 

You may be asked to resubmit your request on another day in order to consult with the most appropriate clinician. This is to improve what we call ‘Continuity of Care’ which is really important to us at Well Street Surgery. It helps us build up relationships with our patients and it also helps ensure that when results are back, and need to be discussed, issues raised in the first consultation are addressed. We therefore ask that if you know a clinician well, or if you have had tests arranged by a particular clinician, that you follow up with that particular person – their availabilities are available here.

If you wish to consult with a different doctor, please specify this when you submit your form. 


If You Are Having Difficulty With The Online System  

Please call us during our normal opening hours on 020 8985 2050


Requesting a Home Visit 

For a routine home visit, that does not require urgent care, please submit an online request ‘I want help with a medical issue’ before 11.00am on a day that your usual doctor works (click here to view your GPs normal working hours). Please make it clear that you would like a home visit when asked 'How would you like us to help?'. If you do not have access to the internet, call the practice on 020 8985 2050 before 11am. 

You can request an urgent home visit at any time during our opening hours. If it is after 11.00am, the doctor will judge if the visit needs to be on the day, or arranged for another time.  

Outside of our opening hours, if you need an urgent home visit please call 111. In an emergency call 999.  

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it. 

You can be visited at home by a community nurse if you are referred by your GP.  


How Do I Book An Appointment For A Blood Test, Blood Pressure Check Or To See A Healthcare Assistant Or Nurse?  

Some non-GP appointments are available to book online via The NHS App and Patient Access or you can call and speak to a Receptionist for help. Soon you will be able to book some of these appointments using our automated telephone system instead of queuing to speak to a receptionist. Alternatively, you may like to request one of these appointments using our new online service – please specify what appointment you would like to book and why and a member of the team will get back to you.  


I Have Been Asked To Make An Appointment To Discuss A Test Result Or To Review My Medications. How Do I Do This? 

Please submit an accuRx request on the day that you are available. If you are unable to use our new online system or would like some help with it, our friendly reception team can guide you through the process or submit the request on your behalf. If you have been asked to follow-up with a particular person, please specify this and contact us on a day that they are working – click here to find out when your GP will be in the surgery

If you wish to consult with a different doctor, please specify this when you submit your form. 

Published: Aug 26, 2021