FAQ

What is the triage system?

Triage Doctor

All GPs take turns to act as the triage doctor.

This service allows you to contact a GP quickly if you feel you can not wait for a planned appointment.

Same-day appointments for URGENT care can be arranged by calling the surgery to request a callback from the triage doctor. The receptionist will ask you to provide a brief description of the issue to help the doctor who will be calling you back. They may ask you instead to book a planned appointment or direct you to our online form where you can submit a question for a doctor, the practice pharmacist or our administration team.

The triage doctor will aim to contact you by 1pm if you call the practice between 8:00am – 11:00am.

How can I find my results?

Results are reviewed by a doctor then made available to patients in 2 ways:

Most lab tests take 5 working days to come back to the practice. For imaging and other specialist tests, the wait can be a few weeks.

Where the test results are reassuring, your doctor will record this on your notes but will not contact you directly – it is important that you follow up on your own test results so you know that your tests have been reported and the results checked by a doctor.

What if my results are abnormal or require action?

Urgent results are followed up as soon as possible. For non-urgent results that need further action, your doctor will contact you in 5 working days.

What can I see the Practice Nurses for?

Practice Nurse Appointments

Most practice nurse appointments are for 15 minute slots although occasionally longer appointments are offered for specific purposes such as dressings or diabetic checks. Our nurses are generally available sooner than our GPs, so if you feel you need to talk to a clinician about any of the below conditions then please come and see one of our nurses and beat the queue! Our Nurses can deal with a wide variety of problems including the following:

How to book & cancel appointments

Routine appointments

Routine telephone appointments are released every day and can be booked online, via the NHS App or by telephone on 0207 428 5700.

The Caversham also hosts Camden’s out-of-hours service. The ‘GP Hub’ offers appointments on weekdays from 6.30pm to 8pm and on weekends from 8am to 8pm. You can book by calling their booking line on 0207 391 9979 (8am – 8pm) or using their online booking service. Please note that the hub is not staffed by our own clinicans, but will have access to your medical notes.

Emergencies and urgent (same-day) appointments

For life-threatening emergencies, call 999. Read more here. Same-day appointments for URGENT care can be arranged by calling the surgery.

Lines are open to discuss urgent same-day appointments from 8am – 10.30am and from 2pm – 4pm. If you call outside these times you will not be able to request an emergency appointment.

Urgent issues include:

  • Infections
  • Significant bleeding
  • Swelling
  • Chest pain
  • Shortness of breath
  • Severe pain that is not responding to over-the-counter treatment
  • Emergency prescriptions (this is not the same as late requests)

The receptionist will ask you to provide a brief description of your probelm, and will discuss this with the triage doctor. This doctor is based with the reception team to prioritise the hundreds of request we receive each day. We regret that patients unwilling to discuss their urgent issue with a receptionist can only be offered a routine appointment.

The triage doctor will assess your issue then instruct the receptionist to add you to the list for a same-day callback from a clinician, or help you book a routine appointment. The practice has a limited number of emergency appointments each day. Once these are all allocated, your options will be to call NHS 111 (who may be able to arrange an appointment at your local urgent treatment centre), speak to your local pharmacist, book a routine appointment or try again the next day.

Online consultations

Simple medical and admin matters can be managed using an online consultation. Read more here.

Appointments with nurses and pharmacists

Our practice nurses can treat a wide range of medical conditions. The current list of nursing activities is listed here. Our pharmcists can manage a range of common conditions (e.g. hypertension), carry out yearly medication reviews, monitor medications and discuss doses and effectiveness.

Out of Hours

If the practice is closed, then please call 111 – they will advise you of the best course of action relevant to your symptoms. You can also book routine out-of-hours appointments with the GP Hub. See ‘Routine appointments’ at the top of this page. 

How can I access the practice

The practice is open as usual but we encourage telephone appointments to reduce footfall in the communal areas. The reception team will maintain appropriate social distancing at all times. Please wear a face mask if you are visiting the practice.

Appointment length

Telephone and face-to-face appointments are 10 minutes long. If you require extra time or need an interpreter then please get in contact with reception and they will arrange this when booking your appointment.

Please be available by telephone and attend on time

Please be available on your mobile or home number at your scheduled telephone appointment time. Clinics often run late – this flexibility is vital as it means we can offer good clinical care (not rushing important clinical assessments) while making available as many appointments as possible. Telephone appointments may be up to an hour later than the scheduled time so please make sure your phone is on and the line is free.

If you are more than 10 minutes late for a face-to-face appointment it may not be possible for you to be seen. You should receive a reminder text message 24 hours before your appointment. If you are not receiving these then please make sure that we have your correct contact details. You can update your contact details here.

Cancellations

We would like to thank the 89% of patients that do attend their appointments on time. If you are unable to make your appointment then please let us know so that it can be offered to someone else. We can usually fill an appointment even at very short notice so please help us by cancelling any appointments which you are unable to attend.

  • Cancel by text: If we have your mobile number then you will receive a text before your appointment, you can text back “CANCEL” and this will cancel the appointment for you. If you are not receiving these texts then please let us know your correct mobile number. You can update your information here.
  • Cancel by phone: You can cancel your appointment by telephone on our main switchboard number 020 7428 5700 (choose option 1 for appointments and then select 2 to cancel an appointment).
  • Cancel online: You can use Patient Access or the NHS App to book & cancel appointments online.