Appointments

 

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Our Appointment System

Patients can request appointments at Penrhyn Surgery via:

  • Patients with urgent or significant clinical concerns should walk directly to the surgery or telephone the surgery. They will be placed on a triage list, and they will be managed accordingly by the on-call doctor.
  • Patients with non-urgent issues should book online. They will also be triaged and managed appropriately. 
  • We ask that patients should not use online booking for urgent requests as their request will be declined and they will be directed back to the right pathway. Depending on the non-urgent request, the surgery can take up to two weeks to respond to it. 
  • Be aware that the first two hours of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls until later in the day.
  • We’re pleased to inform you that since upgrading our phone system to a modern cloud-based service, patients are getting through to us much more quickly. In November 2025, the average waiting time to speak to a member of our team was just 3 minutes.
  • Please note our telephone calls are recorded for training and dispute resolution purposes.

Please also read our How We Do Things page

 

Same Day / Urgent Appointments

These are for patients who need to be seen the same day or within 72 hours, depending on the urgency.

  • Call the surgery during working hours 0208 527 2563
  • Visit our reception desk and speak with a member of staff

Routine Appointments

Routine appointments are for Non-urgent clinical needs, Prescription queries, Blood test results & Admin tasks (e.g. sick notes, insurance forms, DVLA, letters). Up To 2 Weeks

Use our online consultation and booking platform for all routine, non-urgent clinical appointments

Our receptionists will ask about your condition.

  • This allows the triage doctor to prioritise your care appropriately.
  • Withholding information may delay your care or result in an inappropriate appointment allocation.

How our appointments system works

 

Consultations

You will be allocated to an appropriate member of the clinical team based on your health needs.

Our clinical team includes a variety of professionals including Doctors, Nurses, Nurse Practitioners, Physician Associates, Pharmacists, Physiotherapists, Social Prescribers, and Mental Health Practitioners

All members of our clinical team are qualified, trained and accredited by their respective regulatory bodies. 

Be aware of our one problem per consultation policy.

Each clinician’s consultation is within an allocated time period. GPs (10 minutes), ANPs (15 minutes), Physician’s Associates, Clinical Pharmacists and Physiotherapist (15 minutes), and Practice nurses (20 minutes) as examples. 

Sometimes, the doctors and nurses may be running late, please bear with us. If you have an issue with time, please calmly discuss this with our receptionists.

 

Home Visits

If you can’t come to the surgery (you are housebound), you or a relative can request a home visit.

Please call reception, or your carer /relative can come into the surgery before 11 am to request the appointment.

  • We may speak with the rapid response team, who can visit you on our behalf.
  • Please be aware that our GPs will always call to assess the home visit request first.
 

Sick Notes

1. You can request a fit note:

  • Online via klinik
  • In person, at the surgery reception

2. Before making a request, however, it is advisable for you to familiarise yourself with the Fit note policy, as this helps you to clarify whether or not you should be requesting the Fit note from Penrhyn Surgery or from another service/healthcare professional.

3. The issuance of a Fit note is an administrative task, and may take up to 10 working days to be issued.

 

Cancel an Appointment

We understand that plans change. If you no longer need your appointment, please cancel it as soon as possible. This helps us offer the slot to another patient in need.

Every cancelled appointment you tell us about helps another patient get care faster. Please give us as much notice as possible, especially for same-day or urgent appointments.

You can cancel your appointment easily in any of the following ways:

  • Online via Klinik
  • NHS App
  • Call 0208 527 2563 and Speak to reception or leave a voicemail with:
    • Your full name
    • Date of birth
    • Appointment date and time
    • Reason for cancellation (optional)
  • You can also cancel in person at our Reception Desk during opening hours

Need to Reschedule?

Please let us know in your cancellation message, or submit a new request online via Klinik.

 

Accessing Care beyond Penrhyn Surgery

As a patient at Penrhyn Surgery, you may sometimes receive care from services outside our practice.

Here’s what you need to know to help things run smoothly. 

When the surgery is closed, you can still get help from either:

Important information

  • The out-of-hours team has its own process for care. Please follow their instructions carefully.
  • If they give you medications or investigation forms, please do not bring these to us expecting urgent follow-up.
  • These requests will not be treated as urgent and may not be processed immediately, as it adds extra pressure to our team.