Appointments
How do I request an appointment?
You can request help by telephone or online. The most appropriate route will depend on the type of support you require.
Why can’t reception just book me an appointment?
Reception staff are not clinically trained and cannot assess medical need. Information provided by patients helps ensure requests are directed safely and appropriately to the right clinician or service.
Why do I need to answer questions before getting an appointment?
Patients are asked questions to help ensure they are directed to the most appropriate clinician or service. The information provided helps us understand the reason for contact, identify urgent concerns and ensure patients receive the right care from the right person at the right time.
Can I choose which clinician I see?
You may request to see a particular clinician and we will always try to accommodate this where possible. However, we cannot guarantee appointments with specific clinicians.
To ensure patients can access care when needed, we do not place restrictions on medical records stating that a patient will only see or speak to certain clinicians. If your preferred clinician is unavailable, another appropriately qualified healthcare professional may be able to help sooner.
Why can’t I discuss someone else’s medical care?
For confidentiality reasons, we can only discuss a patient’s medical information with the patient themselves unless consent or legal authority has been provided.
How quickly will I hear back?
This depends on the nature of your request. Urgent issues are prioritised appropriately and routine requests are reviewed by the relevant team as quickly as possible.
Can I request a home visit?
Home visits are reserved for patients who are genuinely housebound.
What happens if I need help today?
If you feel your problem cannot wait, please make this clear when contacting the practice. Urgent medical problems are prioritised appropriately. If you have a life-threatening emergency, call 999 immediately.
Why was I offered an appointment with a pharmacist, nurse or physiotherapist instead of a GP?
Many healthcare professionals are specially trained to manage particular conditions and can often provide faster access to care.
Why have I been directed to Pharmacy First?
This service is part of an NHS national initiative and allows eligible patients to access assessment and treatment directly from a community pharmacist without needing a GP appointment.
Why have I been offered a telephone appointment?
Not all problems require a face-to-face appointment. Telephone appointments can often provide quicker access to advice, assessment and treatment, with a face-to-face appointment arranged if necessary.
Can I book a routine appointment in advance?
Some appointments can be booked in advance, while others require assessment first to ensure patients are directed to the most appropriate service.
Online Forms
Why do I need to complete an online form?
Online forms allow us to gather the information needed to deal with your request safely and efficiently.
What happens after I submit a form?
Your request is reviewed by the most appropriate team and actioned accordingly.
Can I still contact the practice if I do not use the internet?
Yes. Patients can continue to contact the practice by telephone or in person.
Why do you ask me to update my mobile number?
Having an up-to-date mobile number helps us send appointment reminders, invitations, test requests, important updates and links to services. Incorrect contact details can lead to delays in receiving care.
Do I need to complete a form every time?
This depends on the type of request. Some services can be accessed directly while others require information to be collected first.
What information should I include on my form?
Please provide as much information as possible about your symptoms, how long they have been present, any treatment already tried, and what you are hoping we can help with. This helps us review your request safely and efficiently.
What if I make a mistake on my form?
If you realise important information has been missed, please contact the practice so we can update your request.
Prescriptions
How do I order repeat medication?
Repeat prescriptions can be requested through the NHS App, Airmid, SystmOnline, the medication orderline or by using our prescription request form.
How long do prescriptions take?
Please allow at least four working days for routine prescription requests.
Why has my prescription not been issued?
This may be because a medication review is due, further information is required or the medication is not authorised for repeat prescribing.
What is a medication review?
Medication reviews help ensure your medicines remain safe, effective and appropriate for your needs.
Can I request medication that is not on repeat?
Yes, but these requests may require review by a clinician before a decision can be made.
Why am I being asked for a medication review?
Medication reviews help ensure your medicines remain safe, effective and appropriate. Some medications cannot be issued indefinitely without regular review.
Why can’t my medication be prescribed early?
Prescriptions are normally issued in line with the amount and frequency previously prescribed. Requests made significantly earlier than expected may require further review.
Fit Notes (Sick Notes)
Do I need a fit note for the first seven days of illness?
No. For the first seven calendar days you can self-certify your absence from work.
How do I request a fit note?
You can submit a fit note request online or via our automated telephone service.
Can an existing fit note be extended?
In many cases, yes. We may require additional information before making a decision.
Will I need an appointment?
Not always. Many fit note requests can be reviewed without an appointment.
Can fit notes be backdated?
This depends on the circumstances and is at the discretion of the clinician reviewing the request.
Test Results
How do I get my test results?
Many results can be viewed using the NHS App or Airmid.
How long do results take to come back?
Timescales vary depending on the test requested.
What happens if my results are abnormal?
A clinician will review the results and arrange any necessary follow-up.
Why have I not been contacted?
Not all results require further action. If you are concerned, please contact the practice.
Why can’t reception explain my results?
Reception staff are not clinically trained and cannot interpret medical results. They can provide information recorded by the clinician but cannot offer medical advice.
How will I know if my results have been reviewed?
All results are reviewed by an appropriately qualified clinician. If any further action is required, this will be arranged and communicated where appropriate.
Referrals
How do I check the progress of my referral?
Once your referral has been processed, the receiving service is usually best placed to provide updates.
How long will my referral take?
Waiting times vary depending on the service and specialty.
Can the practice speed up my referral?
The practice cannot usually influence hospital waiting lists or appointment availability.
I have been referred. What happens next?
Once your referral has been processed, the receiving service will usually contact you directly. Waiting times vary depending on the service and specialty.
Why haven’t I received a hospital appointment yet?
The practice does not control hospital waiting lists. If your referral has been accepted, the hospital or service is responsible for arranging your appointment.
I have changed my address or telephone number since my referral. What should I do?
Please ensure both the practice and the hospital or service have your current contact details to avoid delays or missed appointments.
Registration
How do I register with Horizon Healthcare?
You can register online or ask reception for assistance.
Do I need proof of address?
We may request information to help process your registration, but lack of identification or proof of address should not prevent registration.
How long does registration take?
Most registrations are processed within a few working days.
Can I register if I have recently moved?
Yes, provided you live within our practice boundary.
Telephone System
Can I still speak to a receptionist?
Yes. Patients can still speak to a member of the reception team during opening hours.
Why do you have an automated telephone system?
The system helps patients access information and services more quickly, including some requests that can be completed without waiting to speak to a receptionist.
What can I do using the telephone system?
Depending on the service available, you may be able to request fit notes, make enquiries, access information and be directed to the most appropriate service.
Is the telephone system available outside practice opening hours?
Some services and information are available 24 hours a day.
Why can’t I always speak to someone immediately?
Like all NHS services, demand varies throughout the day. We offer a range of alternative routes, including online forms and self-service options, to help patients access support as quickly as possible.
Will the automated system stop me speaking to a receptionist?
No. The automated system is designed to help patients complete simple requests more quickly and direct calls appropriately. Patients can still speak to a member of the reception team when needed.
Related Information
- How Horizon Healthcare Works
- Online Forms
- Appointments
- Prescriptions
- Test Results
- Fit Notes
- Register with the Practice