All surgeries are appointments only. Please contact us during surgery hours to make an appointment.

Only one person can be seen in any appointment slot and we ask if you could please restrict the number of health issues to ensure that adequate time is given to your concerns.

It helps if you can let us know if you are attending for an antenatal, child health or other checks as we try to allocate more time for these things to be done properly and thoroughly.

Patients have the right to see the practitioner of their choice but this may cause a delay in being seen.

Please do not ask for repeat prescriptions, particularly lengthy ones, in consultations as the doctors may refuse it due to delays in appointments. Prescriptions can be done through our reception team.

If you have a health problem that cannot safely wait for a routine appointment please phone the surgery before 9:30am and explain to the receptionist that you need to see a doctor as soon as possible. This is for genuine emergencies only.

Please note, whatever the day or time if you or someone else experiences sever chest pains, loss of blood or suspected broken bones go to your nearest accident and emergency department or call 999.

Doctors can speak to patients and give some medical advice over the phone. If you require such advice please ring after 11:30 am. The GPs prefer not to be interrupted whilst consulting as it helps remain focused and undistracted on your concerns. At the very least we will take your phone number and try to get back to you.

It is critically important that you keep your contact details updated with us. Please note for practical safety reasons, we are unable to give telephone advice to people calling from overseas.

Late Patients

In order to provide efficient and comprehensive care to our patients we operate a late policy in which:

• Patients who arrive later than 5 minutes after the start of their appointment time will have missed their appointment and will be asked to rebook.
• Patients who arrive less than 5 minutes after the start of their appointment time will be asked to be mindful of this for future appointments. They may also be informed that they may have an extended waiting time as the doctor might have moved on to the next patient, in order to prioritise those who have arrived on time.

We do our best to run clinics on time as far as possible and by following this policy we ensure that all patients are dealt with fairly and given enough time for their appointment. Receptionists are NOT allowed to interrupt doctors during their clinics to pass on requests on behalf on late patients.

In the exceptional case of emergencies, late patients may still be seen whereever possible within a busy clinic, but this will always be at the discretion of the doctor or management team

DNA Policy

Under the current pressures of the NHS, it is important that GP appointments are used effectively and fairly. If a patient does not attend a booked appointment, precious time is wasted for both the doctor and other patients who might have used the slot. We ask that you please let us know in advance if you cannot make your appointment so that we are able to rebook this for you and give your appointment to another person.

To cancel your appointment you can call us, email us on nelondonicb.microfaculty@nhs.net, use the NHS App/Online Services or come to reception.

To implement our appointment system effectively…

• Patients who miss 2 consecutive appointments or more will receive a warning letter (which stays active for 12 months)
• Patients with a warning letter who miss another appointment may be removed from the practice list at the Practice Manager’s discretion.

If there are legitimate extenuating circumstances for recurring DNA’s, we are happy to discuss this with you and, within reason, compromise on how to overcome this.

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.

If you cannot come to the surgery, please contact us for a home visit preferably before 10:00 am. We cannot specify a time as unexpected circumstances always arise. However, we usually aim to visit between morning and evening surgeries.

Visits are meant to be for those people who are housebound or too ill to come to the surgery.

Please remember though, there are a lot more things that we can check at the surgery and can involve the experience of the whole team faster.