The medical receptionist will need to ask you a few questions and by answering these questions our team will be able to ensure you are seen by the right person, at the right time. You may be referred to an alternative service who can provide appropriate care.
You may be added to our telephone triage list where a doctor will telephone you to discuss the problem. If a face to face consultation is required the doctor will offer an appointment at the surgery.
Please call us to make an urgent appointment.
Non Urgent Appointments
eConsult is the best way to request help for non urgent problems. Choose the most appropriate option for your condition and give us as much information as possible, including photos if necessary.
The more information you provide, the better we can assess and offer the most suitable treatment.
Our eConsult service is open 8 to 12 Monday to Friday.
If you are unable to use eConsult, you can book an appointment by calling reception.
In an emergency
Whatever the time of day, if you or someone else experiences the symptoms below and you feel it is serious and could be life threatening, so cannot wait, go to the nearest Accident and Emergency (A&E) Department or call 999.
An emergency could be:
- Chest pain
- Severe abdominal pain
- Vomiting blood
- Black stools
- Non-blanching rashes (the glass test)
- Possible anaphylactic shock (swelling of mouth and throat)
Out of hours
You can call 111 when you need medical help fast but it’s not a 999 emergency. NHS 111 is a fast and easy way to get the right help, whatever the time.
NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.
When to use it
You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation. Call 111 if:
- You need medical help fast but it’s not a 999 emergency.
- You think you need to go to A&E or need another NHS urgent care service.
- You don’t know who to call or you don’t have a GP to call.
- You need health information or reassurance about what to do next
In addition to our usual practice opening times, appointments are available for patients to book Monday to Friday 6:30pm to 8:00pm and Saturdays 9:00am to 5:00pm.
These appointments are provided by STAR Service (which is an organisation run by ELM Alliance) and based at Bentley Medical Practice at Redcar Primary Care Hospital. Elm Alliance is a South Tees GP Federation with membership from all 37 GP practices.
Ask reception if you would like an appointment in the enhanced access service.
Patients may request a home visit only if they are housebound or are too ill to visit the practice. GPs will only visit patients if they think that their medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.
GPs may refer a Community Nurse to visit a patient at home. A Health Visitor will visit patients with new babies and newly registered patients with a child under 5 years.
Please call the us before 10am to request a home visit appointment.
Cancelling or Changing an Appointment
If you cannot attend an appointment for any reason please call us as soon as possible in order for us to give the slot to someone else.
Staff have limited time to see patients; if you arrive late for your appointment you will be asked to re-book. Arriving late causes a delay for future patients and causes unnecessary burdens on the clinicians.
Did Not Attend (DNA) Policy
If you do not attend an appointment you will be sent a letter asking you to be more considerate. Patients who miss several appointments may be removed from our practice list and advised to seek medical care elsewhere, if there is deemed to be a breakdown of relationship.