All urgent requests for appointments are triaged the same day by telephone. We do not offer a walk-in service. An on-call duty doctor and an advanced nurse practitioner will be available for advice and appointments. Urgent requests are managed jointly between our two surgeries and you may be offered an appointment at either surgery.
Your initial call will be taken by a trained non-clinical member of staff with whom your emergency request can be made. So that your problem can be dealt with appropriately, the receptionist may ask you some questions about your symptoms and degree of urgency. You will then be called back by the nurse practitioner or doctor.
Our emergency service operates from 08:30 until 18:30, Monday to Friday. Outside these hours we advise patients to contact the Cheltenham Out-Of-Hours GP service on 0300 421 0220
Patients requiring advice may also call NHS 111. The service can be accessed by dialling 111. Calls to 111 are free from both landlines and mobiles.
For any acute emergencies dial 999.
Routine pre-booked appointments are available during morning surgery which runs from 08:50 until 11:50 and during afternoon surgery which runs from 15:50 until 17:50. Monday to Friday.
Routine appointments with a doctor are limited to 10 minutes each to discuss a single non-urgent concern, or to review an ongoing problem. If you wish to discuss complex or multiple concerns please request a longer appointment when booking.
As all doctors work between both sites, your registered doctor may not always be available at your usual surgery. You are able to book with any of our doctors as your medical records are all computerised and accessible by any health professional at the Practice. However, if possible, it is preferable for you to try to see the same doctor whilst dealing with a specific problem.
On the day appointments
In order to try to improve access to an appointment on the day for problems which cannot wait for the next routine appointment, we are providing a limited number of appointments with the doctors for booking 'on the day'. Please telephone as soon as possible after 8.30am and we will do our best to offer you one of these appointments.
Improving access to general practice: evening and weekend appointments now available
Patients who are registered at Portland Practice and Hatherley Branch can now book an appointment to see a GP or nurse on weekday evenings (after 6.30pm) or at the weekends (on Saturday and Sunday). Appointments will take place at St Catherine’s Practice in St Paul’s Medical Centre. Talk to the practice receptionist to find out more or book an appointment.
By March 2019 everyone in England will benefit from access to general practice appointments in the evenings and weekends at a time that is most convenient to them. This is part of a national drive to help improve access to general practice and get the best possible outcomes for patients. Further information is available at www.england.nhs.uk/gpaccess
We offer ‘Extended Hours’ appointments which are held at the Hatherley Surgery on two Saturday mornings per month, between 08:15 and 11:00. During these times we can only offer routine appointments.
During the above times emergency appointment requests will be directed to the Out of Hours service. There is also no facility to process repeat medications or telephone consultations during these times.
All doctors are available to discuss non-urgent concerns by telephone. These appointments are for 5 minutes each and may be booked through reception. Please give brief details to the receptionist and the doctor will call you back, usually before morning surgery. It is not always possible to give an accurate time for these appointments, however the doctors always try to call within the given window.
All patients are entitled to have a chaperone present during their consultation or procedure if they wish. Please inform Reception that you would like a chaperone when you book your appointment, or ask the doctor or nurse during the consultation.
A leaflet explaining how our appointment system works can be found here