Appointments

In November 2023, the practice adopted an 'all on-the-day' model for appointments, with limited numbers of pre-bookable appointments being used for patients who required a follow-up. This was due to expected seasonal pressures and demand which predictably increases over the winter period.

We have monitored our appointment system and patient feedback throughout the winter period. Feedback we have received indicates that the 'on-the-day' system works well for a large cohort of patients, and therefore we will continue with this format of appointments. If a doctor feels that you require a follow up appointment to discuss test results or for similar matters, they will ask you to book a pre-bookable appointment.

What is happening with the appointment system from February?

Based on feedback we have received from our patients, we are continuing to offer most appointments for urgent and routine matters in the 'on-the-day' format for the time being. We have adjusted the numbers of pre-bookable appointments to accommodate the need for follow-up appointments and similar matters.

What if I want to book an appointment for a date in the future?

We are continuing to offer general appointments on an 'on-the-day' basis. If you have a need for an appointment in the future, we ask that you contact the practice on that day to request an appointment.

As before, in cases where you genuinely cannot call the practice on the day to book an appointment, we ask that you contact the practice through our website, http://www.arthurmedicalcentre.co.uk/, using the Contact Us Online function. Please complete the form in full, advising what the problem is and what circumstances are preventing you from booking an 'on-the-day' appointment by phone. Where appropriate, the team will review your request and respond, however this is not a route to request an appointment when we are full for the day.

What if there are no appointments left on the day?

Understandably, a GP surgery only has so much capacity and when appointments are fully booked, we are unable to simply provide more with the resources available. When this happens you will be asked to phone NHS111 who will provide an appropriate route for your problem. You may also be referred to the new Pharmacy First scheme for certain problems which can be quickly and effectively treated by a qualified pharmacist. Our Care Navigators will arrange this for you if you contact us about a relevant condition. Please understand that this is not a personal rejection. But simply that your problem may be best treated by another service, or the Practice's capacity within which we can safely deliver care, is now full due to demand from other patients.

How you can help us

Please understand that the practice does its best to provide an excellent service at all times and in times of increased pressure, measures need to be in place to try to serve high patient demand with the resources that are available.

We also ask that you are considerate towards our Care Navigation staff, who work very hard to support the wellbeing of all of our patients. Our team do their best to provide the best care possible to you within their resources and a difficult interaction with a patient can often have an emotional impact on the member of staff, which then affects how they are able to help other patients.

All of the staff at Arthur Medical Centre strive to deliver an exceptional level of care to each and every patient, and we do so within the parameters of available resources and funding. If you have feedback or a complaint regarding your experience as a patient of the Practice, please submit this in writing for the attention of the Practice Manager. If you have feedback or a complaint regarding national policies related to Primary Care or NHS services, these may be best raised with your MP.