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The surgery has a large volume of telephone calls between 8:00 a.m. & 10:30 a.m., and between 12 noon & 3:30 p.m. Unless your call is for a home visit or an urgent problem please call outside these times. For home visits, please call before 11:00 a.m.

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The people caring for you need access to your health and care record in order to make the best decisions about your diagnosis and treatment. For this to happen more quickly and to improve the care you receive, a new process has been put in place. With your permission, My Care Record will provide health and care professionals directly involved in your care, access to the most up-to-date information about you. To find out more please see under My Care Record in Further Information on the right or go to

Friends & FamilyYou can now provide feedback on our services by clicking here to complete the 'Friends and Family Test', or ask at Practice Reception for a feedback form.

Choose the right care for your needs: Remember that Princess Alexandra Hospital’s Emergency Department is for urgent and life-threatening cases only. The A&E department at Princess Alexandra Hospital is NOT the right place to go to if you’re suffering from common ailments, such as coughs, colds, fever or diarrhoea and vomiting.

In most cases when you need medical help fast, but it’s not an emergency, you can get help and advice from professionals before attending A&E. For instance, you should consider visiting your local pharmacy or GP, or calling NHS 111. For general help, health information and advice, visit NHS Choices at

Top tips:
Keep a well-stocked medicine cabinet — many ailments can be dealt with at home
Speak to your local pharmacist — they can recognise and resolve many common health issues
Keep active to stay physically and mentally well
Be mindful that sometimes symptoms can last longer than you think — sore throats can last an average of eight days
Don’t forget, antibiotics don’t work on sore throats, coughs or colds

NB See our notice (above) about our new clinical system
If you have not yet registered for SystmOnline services to order your approved repeat prescriptions and book appointments, please download the registration form (click the following link) Online_Services_Registration_Form.pdf and return the completed form to the surgery in person, bringing your photo ID and proof of address.
OR you can complete the registration form at the surgery (forms are available at the reception desk). Remember to bring your photo ID with you!

Online access to summary information from your medical records.

Did you know that you can now ask your GP to enable you to have online access to your medical records from any computer 24/7 with a personal login?
Initially this will provide a complete list of your medications past and present, and a list of any allergies we have recorded for you; the service will in future be expanded to give full access to your medical history. You should discuss with your GP whether this is appropriate for you. See further information here. To register for our online services (SystmOne) see the section "Online Services" under Quick Links at the right of the Home page.

Named Accountable GP

All patients are allocated a named, accountable GP.

The named accountable GP takes responsibility for the co-ordination of all appropriate services and ensures they are delivered where required (based on the named GP's clinical judgement) but does not take on vicarious responsibility for the work of other doctors or health professionals. 

If you wish to be told the name of your accountable GP, please ask the receptionist when you are next in the surgery. To keep the lines free for patients needing treatment, kindly do not telephone the practice to ask for this information only. 

Having a named GP does not prevent you from seeing any other doctor in the practice, nor does it mean that you will always see your named GP, who will not be available at all times. Patients are entitled to choose to see any GP or nurse in the practice but if your needs are urgent, you may need to discuss them with an alternative doctor or nurse.

Booking appointments by phone or in person

calendarYou can make an appointment with a Doctor, Practice Nurse by phoning 01279 213101 and choose the option for Appointments, or you can call in at the surgery.

The phone lines are particularly busy first thing in the mornings between 08:00 - 10.30. If you do not need an urgent appointment for the same day we would ask if you could call out of these times.

We offer routine, bookable on the day, and urgent appointments of 10 minutes duration. Some appointments with Practice Nurses may be longer, depending on what you are seeing them for.

The surgery operates a telephone triage service in the mornings from 08:00 whereby you may be offered a telephone consultation with a GP who will generally call you back to discuss your problem and, if necessary, book you in for a face-to-face consultation.

If your problem cannot wait for the next routine appointment, bookable on the day appointments can be made each day from 08.00.  If both routine and bookable on the day appointments have been taken, and your problem is urgent, you will be given an appointment for the surgery that is running at the time. The receptionist may ask you the nature of your condition/problem so they can manage the appointment appropriately.

Please make bookings for routine appointments as far in advance as possible (can be booked up to 4 weeks in advance) to enable us to offer you an appointment at a suitable time and with the Doctor of your choice, we may have no choice but to ask you to see another Doctor or the Advanced Nurse Practioner.

If you cannot keep an appointment please let us know as soon as possible so that the time can be allocated to another patient.

Booking appointments online

To register for booking and cancelling appointments online you can:

  • pick up an Online Services Registration Form at reception

  • download Online Services Registration Form - download the Online Services Registration Form.
  • If you need to have access to another person's online account (as a carer, parent, etc. you should complete the Proxy Consent Form

  • Proxy consent lasts for the 0-16 year olds up to the age of 16, then the patient needs to register for themselves. 

  • For all methods of registration for Online Services you need to  hand the registration form in person to the surgery reception, along with photo ID.

    Please allow 28 working days (Monday - Friday) for processing.

     Usual GP

All patients registering, and who are registered, with Nuffield House Surgery, are allocated a usual GP.

If you wish to know your usual GP, please ask the receptionist.

However, it does not mean the practice will always be able to offer you an appointment to see your usual GP, as GPs are not available every day the practice is open.

Having a usual GP does not prevent you from choosing to see another GP for a pre-bookable appointment, if your need is urgent you will be offered an appointment with an available GP.

NUFFIELD HOUSE SURGERY POLICY – We do not accept patient requests for change of their usual GP, as patients are able to choose to see another GP for pre-bookable appointment.


Please note: If you are more than 10 minutes late for your appointment you may not be seen. The reception is required to inform clinicians when a patient is more than 10 minutes late for an appointment.


A chaperone provides a safeguard for a patient during an examination and protects against verbal, physical, sexual or other abuse for both patient and clinician. Patients have the right to request a chaperone, and staff are available. Friends or family can accompany you, but the clinician has the right to request a chaperone if they feel it necessary. It may, on rare occasions, be necessary to cancel and reschedule the appointment if no chaperones are available.

Patients With Particular Needs

If you have a hearing impairment, we like to allocate more time.  Please let us know on booking an appointment if you require a longer time.  We can also arrange an interpretation service by phone for patients who do not speak English and do not have someone who can interpret for them.  Please let us know prior to your appointment if you need this service.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website