The Caversham Group Practice

Committed to providing quality NHS Care
Telephone: 0207 428 5700

How do I book & cancel appointments

Booking

How can I book an Appointment?

We have moved to a ‘phone-first’ approach for same-day and planned appointments. This means that appointments booked via our Reception Team or online are conducted by telephone. Our practice doors are closed but we are open and, after your telephone appointment, we may invite you in to the practice to carry out an examination or perform key nursing tasks (e.g. wound care, infant vaccinations).

Emergency appointments and planned care:

Future telephone appointments for planned care are released every day, scheduled 7 days ahead, and can be booked online or by telephone (see below).

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.

Booking planned appointments online:

You can sign up to Patient Access to book planned appointments online using your PC, Mac, Tablet or Mobile. For more details, click here.

Booking planned appointments by telephone:

You can call the surgery 24/7 on the number at the top of this page. Press option 1 for appointments managed by our automated system.

  • You will need to enter your date of birth and your telephone number in order to use this service. If you are unable to access this then your records do not match ours and you will need to call us, on the same number, in working hours and choose Option 2.

How can I access the practice

The practice is closed to footfall. This means that you can only access the practice via the Peckwater Street entrance if you are invited to do so by a member of staff. The Leighton Road entrance is closed indefinitely.

You can collect test kit and some urgent paperwork by calling the reception team when you arrive at the Peckwater Street entrance. Details of the number to call are on signs at the door. The Receptionist has been instructed not to invite you into the building and will maintain appropriate social distancing (2 metres) at all times.

Appointment Length and timings

Generally, telephone appointments are booked with a length of 10 minutes. If you require extra time or need an interpreter then please get in contact with reception and they will arrange extra time when booking your appointment. Due to the impact of coronavirus on the way we work, telephone appointments do not run strictly to time – your GP will call you within 2 hours of the agreed slot.

Appointments with the practice nurse

Our practice nurses can treat a wide range of medical conditions but have restricted their clinical practice in response to the coronavirus pandemic. The current list of nursing activities is listed here.

How can I be treated if I have an urgent medical problem?

If your issue is not a 999 emergency, then if the practice is open we can provide same-day access and telephone consultations with our GPs – We call this the Triage System.

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.

Please be available by telephone and attend on time

Please be available on your mobile or home number for 2 hours either side of your scheduled telephone appointment time – this flexibility is vital to allow us to continue to offer planned care. 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:

Update your contact details

Electronic Check-In

This system has been disabled in response to the coronavirus pandemic.

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: Update Your Contact & Address Details

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 over the Internet

If you use Patient Access to book appointments online, then you can also use Patient Access to cancel your appointments online as well. (even if you did not book the appointment through Patient Access.) Just click the “Cancel” button next to your appointment listed on the Patient Access home page.

For the latest Covid-19 advice please visit www.nhs.uk. If you think you may have Covid-19, please do not go to a GP surgery, pharmacy or hospital. Use the NHS 111 online service at https://111.nhs.uk/covid-19 to find out what to do next. For further information on Coronavirus, please see here.