Please be patient. Please be kind
All our health services are under enormous pressure and we are working extremely hard. We are open and here if needed. Please work with us to help us ensure you get the right help or care, in the right place and at the right time by the appropriate health professional for your needs.
You do not need to shout at us, swear at us, call us names or make derogatory remarks about our services and Staff. We are here to help and help we will.
Please treat those who are trying to help you with respect and kindness
Things to Consider
- Please be aware that when calling to request an urgent appointment you may need to give our Care Navigators a brief description of the problem to ensure you are seen by an appropriate clinician etc
- Phone lines are at their busiest 8am – 10am and 2pm – 3.30pm. Please be prepared to wait in a queue. Putting the phone down and trying again will only prolong the amount of time taken to get through.
- Ensure you have important information (date of birth and telephone number) ready to provide to verify your details.
- Online appointments are released at 7pm daily. We do hold some back for those without internet access, but this is the best time to take a look without having to call in.
- Please read our leaflet about getting the best from your appointment:
About our Care Navigators
Portsmouth GP practices have introduced a new scheme (Care Navigation) which should help patients see the most appropriate healthcare professional faster. Practice staff across the city, including a number of receptionists, have been externally trained to become Care Navigators. They do not offer you clinical advice but will help signpost you to the most appropriate health service for your needs, as the GP is not always the best person to see, or the route for getting the most appropriate care faster. We know that it is not always easy trying to navigate local health services to find out who is best placed to help you for a particular health problem or concern; Care Navigators have access to a directory of information about services to point patients to the most appropriate source of help, advice and support. On many occasions, a GP might not be the most suitable person for the patient to speak to or see. Patients can often be seen much quicker by a nurse or physiotherapist for example. In some places, a GP practice may not even be the right place for an enquiry. The next time that you request an appointment at your practice, you may be asked some questions about the reason for your appointment. Please do not be offended by this – it is simply so the Care Navigator can ensure that you see the person best suited to help you. We want you to see the right person, first. The Care Navigator is not being nosy and will respect both your privacy and your right to say ‘no.’ Care Navigators play an important role in not only helping you to access faster healthcare but also ensuring that GPs can dedicate most of their time to those patients who most need their help.
Online Appointments Guide
When booking your appointment online, please ensure you are booking the correct clinician/GP. The SystmOnline user interface on both the website and smartphone app can sometimes make it difficult to see if you are booking in with the correct clinician. So please double check before you book to avoid disappointment.
To help with online appointment booking we have developed a guide which can be accessed here.
Non-Acceptable Reasons for an Online Routine Appointment
Routine online appointments should not be used for Non-NHS work. Often a fee is involved and specific information / administration required this includes:
- Medical reports
- Letters to Employers
- Insurance / Assurance Claims
- Work Medicals
In these circumstances we would kindly request that you contact the reception team for assistance or use eConsult.
Booking an Appointment - Top Tips
Same Day Appointments
- If you feel you have a medical problem that needs to be addressed on the day (urgent) please call the surgery on 023 9285 1199 and select Option 5 to speak to a Care Navigator who will find an appropriate appointment for you with our Duty Team or other health service.
- The team consists of Doctors, Nurse Practitioners, and Physiotherapists.
- Same day appointments are for one medical issue that cannot wait – you will be unable to discuss any non-urgent or ongoing problems.
- If you are offered an appointment, you will be offered the earliest appointment available. You cannot ask for a specific time. We assume that if it is medically urgent, you are ready to attend straight away, and will not be at work or school etc. We do appreciate you may need time to travel.
- Register online! Routine GP appointments can then be booked up to 14 days before appointment date. We are seeking to increase availability of other routine appointments such as blood tests, cervical smears etc. Speak to Care Navigator team to get registered.
- Appointments can be made by telephoning the surgery on 023 9285 1199 Option 5 between 08:00 and 18:30. There may be a queue of calls, please wait in queue and we will get to you as soon as possible.
- If you wish to consult with a particular doctor or clinician, you may have to wait slightly longer for an appointment.
What is self care?
Self-care is about looking after yourself in a healthy way. It can be anything from brushing your teeth, doing some exercise, managing common conditions (like headaches, colds and flu) or living with a long-term health problem, such as asthma or diabetes.
We are here to help you feel able to look after your own health when it is right for you. So, when you come in for a consultation, the doctors, nurses and healthcare assistants will talk to you about what you can do to help maintain and improve your health.
Click here for advice on what to keep in your medicine cabinet.
There are many areas where patients can self-treat conditions. This helps keep appointments available for people who really need them.
Did you know?
- The NHS belongs to all of us – help us to keep it working smoothly by turning up for appointments.
- Every time you see a GP it costs the NHS £43, on average, for a 12-minute consultation.
- A visit to Accident and Emergency costs £112.
Where can I get self-care advice?
We offer four main portals for accessing self-care advice:
- There is some great advice available via our eConsult page here. Please select the 'I want help for my condition' option.
- We also have a health advice pagewhich covers many topcis and provides links to NHS approved websites.
- The NHS website offers lots of useful information about self-care. You can access it here.
- The self care forum patient portal.
Self-care for common conditions
Did you know that one in five GP visits are for common conditions, such as backache, headache or cough?
For most people, they are not serious health problem – you just want to know how to relieve it and you want a treatment that acts fast. You also want to know how long you’re going to suffer or what you should do if your symptoms change.
The good news is that self-care can help you manage most of these problems. It may mean you don’t have to spend time waiting to see your GP but can get on and start tackling your symptoms. Self-care for common conditions can also help free up some of your GP’s time, making it easier to get an appointment when you have a more serious condition.
Find out more about self-care for common conditions
The Self Care Forum has produced Factsheets to help you take care of the most common ailments. These provide useful facts about your condition, what you can expect to happen, how to help yourself, when you should see your GP and where to find out more information. Research shows people using these Factsheets felt more able to manage their common condition.
Click on the link for the Factsheet you need:INCLUDE ALL LINKS
- Low back pain
- Children’s fever
- Cough (adults)
- Sprains and strains
- Sore throat
For information on other common conditions, visit the NHS Choices or Patient UK websites. If you are not sure about your symptoms, click here for the NHS Choices symptom checker where you can get advice on what to do next.
If you need more advice or you are unsure what the right thing for you to do is, ask your pharmacist for advice or call the surgery to speak to a doctor or make an appointment to discuss your problem further.
Depending on your condition you may be able to self-refer yourself for an appointment with a specialist.
Please click here to visit our referrals page.
Be seen quickly for minor ailments, injuries, dressings, removal of stitches, health care management & family planning. Our specialist nurses run clinics for asthma, COPD, diabetes, heart disease and hypertension.
Healthcare Assistant Appointments
Our HCA's run a variety of clinics including taking blood samples, blood pressure monitoring, electrocardiogram tests (ECG), hearing tests, dressings etc.
For Common Illnesses You Can Still Visit Your Pharmacy
If you are suffering from a common illness such as a cold, hay fever, diarrhoea, an eye infection or pain, the fastest way to get advice is to visit a Community Pharmacist who is able to advise and sell you the appropriate treatment. If they think a prescription only medicine is required or you need more specialist advice they will recommend you attend the surgery.
Patients are requested, where possible, to telephone before 10:00am if a home visit is required that day.
We would request that, apart from the genuinely housebound, all other patients attend the surgery rather than request a home visit because of the extra time home visiting takes. On average four to five patients can be seen in surgery in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the surgery.
Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.
From time to time we have medical students working from the medical centre. A medical student will occasionally be present while our doctors consult patients.
If you do not wish to have a medical student present when you see your doctor please let the receptionist.
As a training practice the medical centre will also have trainee GP’s working with us.
Cancellations & Reminders
Cancel an Appointment
It is important that you inform us if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.
You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.
The appointments lost to people who did not attend (DNA) in October are shown in the statistics opposite.
Late For Your Appointment
Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.
If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.
Text reminder service
Extended Practice Opening Hours
The Practice now offers extended hours on Monday mornings and evenings for pre-booked appointments only. The extended hours service runs from 07:30am each Monday to Thursday across both Practice sites.
Please note that there is no telephone access and only limited reception services during extended hours.