Open: 0800 -1830 Monday- Friday
Please ring the bell if you have an appointment outside these hours.
On-the-Day Appointments (Non-Emergency) can be made by ringing the surgery at 8am (0208 971 5640) or booking via the patient online website or app at 8am.
Emergency Appointments will be given to you if it is a genuine emergency and cannot wait to the following day to be seen. We do provide urgent care to our patients, although that said we are not a 'walk-in' service. You need an appointment and maybe triaged by the On-Call Dr to determine clinical need.
Routine appointments can be made by telephone from 8am on 0208 971 5640 or by booking online at any time of the day/night. Our appointments are usually on the system up to 6 weeks in advance. During busy periods such as the flu season or during the Summer/Christmas holidays the surgery may operate an 'on the day appointment' system only.
We offer some early morning (from 7.10am - 8am) and late evening (from 6.30pm - 7.50pm) extended hour appointments. Please ask reception for further details, call on 020 8971 5640 or check your patient online appointments for the Locally extended hours.
Nurses also provide extended hours although these vary - but currently we provide early morning appointments on Tuesdays and Thursdays and late evening appointments on Wednesdays.
Hub Appointments on Evenings and Weekends
We are now able to offer routine and on the day appointments between 5-8pm Monday-Friday and Saturday morning at our Hub Practice, which is an extension of our services here at Francis Grove. These are appointments for both GP's and Nurses and can be booked up to a week in advance. There are some things the hub GP's cannot see, but receptionists will be able to advise if your issue can be seen at the hub.
There are currently two GP hubs in the borough 1 based at the Nelson Medical Practice and the second at Wideway Medical Practice. Nursing appointments are across four hubs around the borough. Francis Grove are a Hub site for additional nursing appointments and an evening smears clinic that all patients in the borough can access including our patients if the appointment times work better for you.
The clinicians working at the hub have direct access to your medical records, they type directly in to your medical record in the same way our GP's and nurses do here, they task clinicians/admin/reception to follow up in the same way as we do here already and they can see you medical history.
Please ask about these appointments if you would like to book one.
Update on our Appointments system
We, like every surgery are struggling to manage the demand for appointments, and have taken a number of steps to try to improve access to appointments, for example:
- The majority of our appointments (except locum GP's and all nursing appointments) are available to book online.
- We opted in to a local option to deliver more appointments both in and outside of the core opening hours from April 2017.
- At 8am, those logged into their online access will see the same as what our staff here see.
- We have appointments available on Tuesdays and Thursdays from 7.10am (which are either 'general' or 'local extended hours' appts for those booking online).
- We have introduced appointments that are released at 8.10am on different days to try to help with our pinch points which are either in 24 or 48 hours, or 7 or 14 days. This was to try to offer more availability.
- Mondays are always all unblocked on the day to enable those that need to be seen that day easy access.
- When we have GP's on leave, we do employ regular locum GP's to cover.
- We also have access to the additional hub appointments that are provided across the borough which are on evenings and weekends.
Our GP's, like with many, will take their holidays outside of school term time, this often means that appointments during school holidays will almost all be unblocked on the day (apart from appointments before 8am and after 6.30pm as these are always pre-bookable). If you need to see a GP to follow up an on-going issue, this can be booked in.
Online access has gotten excellent feedback so if you are having trouble booking appointments we would strongly advise you to look into setting up an online access account.
Please see the attached information and posters to provide you with information on management of the following illnesses and self care guidance.
Who to See?
- Skin conditions, such as mild acne and mild eczema
- Coughs and colds, including nasal congestion and sore throat
- Minor cuts and bruises
- Constipation and haemorrhoids (piles)
- Hay fever and allergies
- Aches and pains, such as headache, earache and back pain
- Indigestion, diarrhoea and threadworms
- Period pain and thrush
- Warts and verrucas, mouth ulcers and cold sores
- Athletes foot
- Nappy rash and teething
- Wound and dressing care
- Muscle and joint injuries
- Minor lacerations and cuts
- Infected wounds
Accident and emergency:
- Head injuries and loss of consciousness
- Suturing (stitches)
- Foreign bodies
- Suspected broken bones and heavy blood loss
- Persistent chest pain or difficulty breathing
- Overdose or poisoning
Home visits are only for patients who are too ill to leave their home. Please phone before 11:00am if possible, to request a home visit.
All examinations may place patients in a situation in which they will feel uncomfortable, and this may be compounded further by the need to undress, consent to intimate or intrusive examination. The presence of a third party may alleviate some of these concerns and provide protection for both patient and clinician.
If you would like a chaperone present during your consultation, please advise the receptionist when booking your appointment, when checking in, or during your consultation.
Keeping to Time
We are aware that sometimes doctors run late and patients are left waiting too long to be seen. It can be because a particular problem takes longer than the 10 minute slot allocated to an individual. However, sometimes it is because patients arrive late for their appointments which causes the remainder of the surgery to run late. On occasions the doctors are waiting for a late patient to arrive, and then two patients arrive at the same time, which means that they start running at least 10 minutes late. The problem can accumulate and worsen through the course of the surgery.
In order to try and prevent this from happening and to provide a more punctual service for all our patients, we will ask you to book another appointment if you arrive more than 10 minutes late for your appointment or ask you to wait either until the doctor has a free gap, or until the end of that surgery. This will not apply if the doctor is already running late and has not yet called you.
Additionally, we would be grateful if emergency/on the day appointments could be limited to only one problem. Patients are requested to book a routine appointment if other matters need to be discussed.
We hope that you will be understanding towards our staff as they implement this policy, and that it helps us to provide a more punctual service for all our patients.
ONLINE PATIENT SERVICES
Patients can have access to a number of services online including booking appointments, viewing test results and ordering repeat medications (Please note that only prescriptions that are listed in your record as being repeat items will be shown on the website).
In order to set this up you need to come into the practice and ask to set up ‘patient online access’, you will need Photo ID with you at the time. We will print off your registration and log in details there and then. You will need to activate your access within 7 days of getting the login details from the surgery.
The online service is not a service that is run by the surgery, we provide the login access, but this service is commissioned nationally and therefore we often are unable to help with queries - but there is a help function available within the online access website.
Patient online is also available via a smart phone app.
If you are already registered with our Online Services:
Book an Appointment Online
Order a Repeat Prescription Online
Using Your Smart Phone
View our guide on how to book an appointment using Emis Patient Access online services