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Patient Services

It is easier and quicker to manage appointments and request repeat prescriptions via our online service. You can review the progress of your repeat prescriptions and any message that the practice may have sent to you.

Have you tried The Pharmacy First Common Ailments Scheme? Pharmacy staff will be able to make a diagnosis and offer you advice and treatment. 

  • Please apply in writing or online 48 hours before the prescription is needed, 72 hours if the prescription is to be delivered to a local pharmacy
  • All GP appointments during the Covid19 pandemic are by invitation only. This follows a telephone triage appointment with your GP
  • Some routine nurse appointments are being booked at his time.

NHS App

Owned and run by the NHS, the NHS App is a simple and secure way to access a range of NHS services on your smartphone or tablet — including prescriptions and appointments.

Can another Healthcare Professional help?

Do you need to see the GP?

Sometimes the GP is not the most appropriate Healthcare Professional to deal with your ailment. Please see the information on see a Doctor or Healthcare Professional, which might help you decide whether a GP appointment is truly necessary or whether it might be better for you to see a Pharmacist, Optician, Dentist or other Healthcare Professional. You can even self-refer for some services without seeing your GP.

For real life-threatening emergencies such as those below – RING 999

  • Chest pain (suspected heart attack)
  • Suspected stroke
  • Suspected meningitis
  • Anaphylactic shock (severe allergy)
  • Heavy bleeding or deep lacerations
  • Fluctuating levels of consciousness or completely unconscious
  • Difficulty breathing or stopped breathing with a change in colour
  • New seizure, fit or uncontrollable shaking

For immediately serious conditions such as the following, GO TO Emergency Department (A&E) IMMEDIATELY

  • A fever and lethargic (drowsy) child
  • A feverish and floppy (unresponsive) infant
  • Difficulty breathing
  • Sudden, severe abdominal pain
  • Accidental or intentional overdose of medication
  • Trauma (including falls) and possible broken bones or road traffic accident

Please help us

Did not attend appointments – As a practice we have approximately 700 – 800 unattended appointments per month. Wasted appointments may mean another patient who wants to see their GP is unable to due to limited availability.  If you are late for your appointment you maybe asked to re-book.

Our Appointment System

Types of appointment

Morning

Walk-in-and-wait 5-minute urgent appointments

  • Patients will no longer be able to book these appointments via the telephone.
  • You will need to attend either our Main or Branch Site from 8:30am – 10:30am.
  • First-come-first-served basis.
  • As time-limited one health problem only please

Afternoon

Scheduled/pre-bookable 10-minute appointments

  • Patients can continue to book these appointments in advance via the telephone or online.

This will not affect the Nurses or Health Care Assistant Appointments.

Additional information

Common Ailments – self-treatment may prevent an unnecessary appointment

The following common ailments may be initially treated through self-management using advice from NHS UK and/or the pharmacist.

Please remember that inappropriate use of walk-in-and-wait 5-minute urgent appointments with common ailments without prior self-treatment prevents another patient with potentially serious condition from being assessed. The advice shown below is not exhaustive but is intended to permit sensible use of these appointments.

Common Ailments List
Cold & Cough symptoms/Flu/Nasal/Congestion/Temperature/Fever
Cold Sores
Conjunctivitis (‘sticky’ eye)
Constipation (short term)
Cough (for less than 3 weeks)
Cystitis
Diarrhoea (short term)
Eczema/ Contact Dermatitis/Dry Skin/Allergic Rashes
Fungal skin infections
Hay Fever / Seasonal Allergic Rhinitis
Headache/Acute Pain
Head Lice
Indigestion/Dyspepsia
Insect Bites and Stings
Soft Tissue Injury
Sore Throat
Threadworm
Vaginal Thrush
Did not attend (DNA) policy

Introduction

As a practice we have approximately 700 – 800 unattended appointments per month. We deal with non-attendance and lateness proactively so that our services are not strained. We normally send two notifications for missed or late appointments before further action is considered.

Wasted appointments may mean another patient who wants to see their GP or Practice Nurse is unable to due to limited availability. We respectfully request that if something arises meaning you may miss or be late for an appointment in the future, you kindly let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.

Practice DNA Policy

A DNA occurs when an appointment is not attended and the patient has not contacted the practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another patient who needs treatment.

The practice will code this DNA and this will prompt a retrospective check on the number of DNAs recorded against that person.

DNA 1

A monthly search will be performed to identify patients who have three or more DNAs in the previous six months and letter one will be sent.

DNA 2

Again a monthly search is carried out to identify patients who have received letter 1 and DNAd again and letter 2 will be sent.

DNA 3

Again a monthly search is carried out to identify patients who have DNAd in the previous months. Where a further, beyond letter 2, DNA has occurred, the practice will review the individual case at a practice meeting and a decision will be taken with regard to addressing the patient’s future ability to pre‑book routine appointments. The practice will consider whether consistent failure to adhere to our practice policy constitutes a breakdown between the Patient and the GP (where the GP practice has given clear instruction on policy and service provision and the patient has chosen to disregard this on several occasions in spite of due warning). If the decision is agreed to remove the patient a formal removal letter will be sent to the patient and the Kent Primary Care Agency to arrange removal. The patient will be given 30 days’ notice to find another practice.

If you have any concerns in respect of this Policy please ask to speak to the Practice Manager.

Frequently asked Questions

Why?

Following the patient survey run by the Practice and The Mote PRG (Patient reference group), access to telephones was again highlighted as the main concern.   In response to this, and months of consideration and planning we are introducing this new system to help reduce the demand on the telephones and to assist the practice in continuing to provide a safe and efficient service to all our patients.

In addition to this other factors that have contributed to this change are:

Did not attend appointments – As a practice we have approximately 700-800 unattended appointments per month. Wasted appointments may mean another patient who wants to see their GP is unable to due to limited availability.  

Local development – There have been new local housing developments and lack of finance/resources from the government/council to match increasing patient demand.  As a practice we must adapt to cope with the increasing workload to allow the doctors and staff to work in a safe and efficient way.   We need to change to survive in this time of economy change.

The new system aims to increase appointment availability and reduce demand for telephone access (highlighted in our PRG survey) allowing more face to face access with the doctors in surgery.

What will the new appointment system look like?

From Monday 20th March 2017 we will be offering two types of appointment:

Morning

Walk-in-and-wait 5-minute urgent appointments

  • Patients will no longer be able to book these appointments via the telephone.
  • You will need to attend either our Main or Branch Site from 8.30am – 10.30am.
  • First-come-first-served basis.
  • As time-limited we would only be able to deal with one health problem during these appointments.
  • Surgeries will start @ 9am. Patients will be given an appointment time and may go away and come back if they wish to, but will need to book back in when they return. 
  • Please note – if a patient is late in returning they will no longer be able to be seen and will need to return again the following day.

Afternoon

Scheduled/pre-bookable 10-minute appointments

  • Patients can continue to book these appointments in advance via the telephone or online.

How far in advance will the system run?

Patients will continue to be able to book scheduled/pre-bookable 10-minute appointments, available in the afternoon, up to five weeks in advance.  This can be done via the telephone or online.

Is this new system going to apply to all appointments?

No.The new system will only apply to the Drs.   

Patients will be able to continue to book appointments for the Nurses and Health Care Assistants in exactly the same way as before.

Thank you for your patience and co-operation during this period of change.

Kind regards,

Dr Hannah Reece-Jones, Dr Richard Beavington, Dr Zishan Syed & Michelle Tarrant (Practice Manager)

If you have a suspected infectious disease

Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff. 

Giving Consent for Treatment

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.

It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.