Snowberry LaneMelkshamWiltshire, SN12 6UNTel: 01225 709311
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The clinical team work closely with the Receptionists to offer you an efficient and personal service for urgent and routine problems.
Appointments can be made in person here at the surgery, by telephone or by using our online booking service. Access the online appointment system here
We organise our appointments into two types:
Same day urgent problems
We offer a same day appointment system for problems which are deemed to be medically urgent. These appointments are limited and the Reception team are trained to direct you to the most appropriate source of care so you will be asked the reason you need to be seen.
As we all have particular areas of expertise, it is important that we know a little about the help you require when you make your appointment.
Senior Partner, Dr Rob Matthews explains here why the team ask you the reason for your appointment.
We offer two blocks of appointments, one in the morning and one in the afternoon, with the afternoon appointments being released at 2pm to ensure we have emergency cover throughout the day.
Routine or follow-up appointments
Please book a routine appointment for non urgent problems, or for follow up reviews.
If you are unsure whether a GP is the most appropriate person to help with your problem, please let the Receptionist know the nature of your condition as it may be that one of our specialist Nurses is more suitable to help you.
You may see any doctor but if you would prefer to see your own GP, please advise the Receptionist and they will let you know their current availability. Click here to see which days our doctors work.
Getting the most from your appointment
Each appointment is 10 minutes long. This is usually long enough to discuss one problem. If you have more than one issue to discuss, or think that you are likely to need a longer appointment, please advise our Reception team at the time of booking so that your consultation time can be adjusted accordingly.
You may find it helpful to prepare for your appointment by writing down the following information. This can help you and your clinician to ensure that nothing gets missed.
Although the clinicians will always try and explain things clearly to you, please do ask for clarification if you do not understand something during your consultation.
If you are undergoing an intimate examination and wish to be accompanied during your consultation, you can ask us to arrange for a chaperone to be present during your appointment. We have a number of staff from the Nursing and Practice team who are trained to act as a chaperone. Please mention when booking your appointment if you would like us to organise a chaperone for you.
It is important that you make it to your appointment on time however we understand that sometimes things can happen which prevent this.
As a rule of thumb, we give a 5 minute buffer for late arrivals. If you are less than 5 minutes late, the clinician should still see you. However, if you are over 5 minutes late, the receptionist will have to communicate with the clinician, to see if they can still fit you in. Sometimes the clinician can still see you but there is a chance you may have to wait until the end of the clinic. Other times, the clinician may not be able to see you, due to high levels of demand. If this is the case, the receptionist will book another appointment for you.
Reminders & Cancellations
Text message reminders.
If you have provided us with your mobile phone number and have consented to receiving text messages from us, we will automatically send you an appointment reminder by text message.
If you cannot make it to an appointment, please call the practice, and a receptionist will be able to rebook the appointment for you.
We understand that sometimes you may not be able to make your appointment with us and will need to cancel it. It’s extremely important that you remember to notify us of any cancellations and we have tried to make this as easy as possible for you. You can cancel your appointment in four different ways:
This is a voicemail service so you just need to leave us a message stating your name, date of birth and the time of your appointment.
By remembering to cancel your appointment, we can offer valuable time to other patients who might need it and reduce our overall waiting times.
Home visits are made to patients too ill or frail to attend the surgery.
Patients are requested to telephone before 10:30 if a visit is required that day.
All requests for home visits will be considered by the available GP’s at 10:30 each morning. They will consider whether a telephone appointment is appropriate, or whether a member of the community team can visit you.
Visits generally take place between 12:00 and 14:00.
It is not possible to specify which GP visits you.
Any requests received after 10:30 will be referred to the Duty Doctor.
We ask you to come into the Medical Centre whenever possible as we want all of our patients to benefit from the modern and comprehensive facilities we can offer here.
Our Medical Centre has been designed to accommodate the needs of people with all kinds of disabilities and we are able to assess and treat most problems more quickly and much more effectively by seeing you at the surgery.
Please remember that several patients can be seen at the Medical Centre in the time it takes to visit a patient. Home visits are made to patients too ill or frail to attend the surgery.
Each of our GP’s offers telephone consultations, booked in the same way as our face to face appointments. An appointment by telephone can be useful for a variety of reasons, for example if your condition doesn’t require a physical examination or if you need to discuss a change to your medication.
We offer a number of telephone appointments in the early evening which can help if you need a review outside of normal working hours. If you think a telephone appointment may be suitable for you, please ask the Receptionist when you book your appointment.
Online Appointment Booking
Did you know you can check appointment availability and book your appointments from the comfort of your home or whilst you’re out and about?
If you have not yet signed up for online access, click here for our registration form (or collect one from the surgery).
Once your registration form has been completed, please bring this to the surgery together with ID. We need 1 piece of photographic ID, e.g your Driving Licence or Passport and 1 piece of proof of address, such as a utility bill.
Once your registration has been approved you will receive a username and password.
Your access enables you to book or cancel appointments and also request repeat prescriptions.
Access the online appointment system here
When you log in, you will find an extensive help section and Frequently Asked Questions page which will guide you through how to use the system.
If you have an Android or Apple mobile phone, click here to download the SystmOnline - patient health management app to enable you to access online services whilst you’re on the move.
First of all, a very big thank you to all those patients who notify us when they can’t make their appointment. This helps us keep waiting times down and provide care to those who need to see us.
Unfortunately though, every month a substantial number of patients fail to keep their appointment with us resulting in wasted time for the clinicians and longer waiting times for patients.
If you are unable to keep your appointment there are several ways you can let us know.
You can cancel your appointment:
In an attempt to try and resolve this serious problem, the practice has developed the following policy.
If a patient fails to attend two appointments without informing us, we will write asking if there are any specific problems preventing them from letting us know.
If they then fail to attend for a further appointment the GP Partners will discuss whether that patient should be removed from the practice list and will have to find an alternative GP in the area.
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