How our appointments system works

 

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At Penrhyn Surgery, we offer a range of appointment types to meet our patients' clinical needs fairly, efficiently, and safely. Please take a moment to read how our system operates so we can serve you best.

Important Notes

  • We are not an emergency service. If you believe your condition is an emergency, go to A&E or call NHS 111 immediately.
  • Appointments are limited. To ensure safe and fair care, we follow guidance from the NHS and British Medical Association (BMA) and cap the number of appointments we offer daily.
  • Once our daily capacity is reached, we will signpost you to alternative services, such as:
    • Minor Eye Conditions Service
    • Pharmacy First Service
    • Walk-in Mental Health Services
    • Out of Hours GP

Types of Appointments We Offer

Appointments can be:

  • Face-to-face
  • Telephone
  • SMS messaging (where appropriate)

The triage doctor decides the most suitable format based on clinical urgency, patient preference, and resource availability.

Be Fair & Respectful

  • One problem per consultation – This helps us manage time and serve more patients.
  • Requests are assessed based on clinical urgency, not on a first-come, first-served basis.
  • We do not tolerate demanding behaviour. Please understand we have many patients to care for, and we aim to treat everyone fairly.
 

Other Healthcare Partners

You may also interact with other NHS professionals such as:

  • District Nurses
  • Rapid Response Teams
  • Ambulance Services

Please keep in mind:

  • These teams work independently with their own systems – always follow their guidance.
  • If they ask you to pass on information to us:
    • Get the full name and role of the person who gave the instruction.
    • Write down any clear, specific instructions they gave.
  • We cannot act on vague messages like "the nurse said to call" without further details.
  • If someone asks for medications or documents on your behalf, we need the correct information and proof to keep things safe and accurate.
 

Before You Contact the GP

Did you know that it’s not always necessary to see a GP for your medical concern?

We understand that your time is valuable — and sometimes, other services within the NHS or local community can support you more effectively or quickly than waiting for a GP appointment.

Explore Alternative Services First

Our team has identified several helpful NHS or free services that may meet your needs better than a GP consultation. Throughout our website, you’ll find guidance on how to:

  • Treat common ailments at home
  • Access self-help tools and videos
  • Get support from pharmacies, mental health services, and more

Trained Reception Team to Help You Navigate Care

Our Medical Receptionists are trained with GPs and external partners to signpost you to the most appropriate service.

They are not being difficult — they are helping you get seen by the right person, at the right time.

What If You Still Need Help?

Use Our Online Consultation Platform – Klinik

If other services aren’t suitable for your issue, we ask that you complete an online consultation through our Klinik system.

Include details like:

  • What you’ve already tried
  • Any previous consultations
  • Any changes in your symptoms

This helps us avoid duplicate treatment and ensures continuity of care.

Already Spoken to a GP About This?

For follow-up appointments, please use Klinik again. This allows you to:

  • Explain whether the previous treatment helped
  • Share any new symptoms or side effects
  • Keep the same GP in the loop
 

Admin Queries That Need a Clinician?

If you need a:

  • Letter
  • Medical report
  • Sick note
  • Form completed

Please visit our Admin Services page to learn how to make these requests.

 

Out of Hours Care

If you need medical attention outside of Klinik hours, please use:

  • NHS 111 online: 111.nhs.uk
  • Or call 111

Cancellations

Can't make your appointment? Let us know at least 30 minutes in advance so we can offer your slot to another patient.

You can cancel by:

  • Phone
  • Text message
  • Your Online Service Provider (e.g. NHS App)

We appreciate your understanding and partnership in helping us deliver timely, fair, and safe care to all our patients.