Non-urgent advice: COVID-19 Notice

Please do not arrive more than 5 minutes before your appointment time – if you do, you may be asked to wait outside or in your car.

In addition, wherever possible, please come in to the practice on your own. These measures are in place to ensure that social distancing can be maintained at all times.

Online Consult

Try Online Consult Today!

Online Consult is our new service which provides an alternative way to contact the practice by guiding you through a series of questions to determine what your query is (both administrative and medical), and what the next steps should be. If general practice is the most appropriate option for you, we will be notified and one of our team will give you a call back.

Click here to access Online Consult 24/7.

Appointments Overview

All surgeries are by appointment. The reception staff may ask the reason for your attendance at the practice when you book an appointment so your need can be dealt with in the most appropriate way.

All members of staff are strictly bound by the NHS code of confidentiality so you can discuss your needs with them in complete confidence.

Our multi-professional clinical team offer a wide range of specialised skills and it may be more appropriate to consult with them for things you may have seen a GP for in the past.

GP appointments are booked for 15 minutes. If you have several problems to discuss or feel you may require longer, please inform the reception staff at the time of booking.

Booking & Cancelling Appointments

All appointments can be booked by telephoning the practice.

You can also contact us by using Online Consult.

Text Reminders

We have a facility to remind you about appointments you have booked with us by sending a text message to your mobile phone.  To benefit from this facility please ensure your mobile telephone number is up to date.  If you do not wish to receive text reminders please inform the reception staff.

Cancelling Appointments

If you are unable to attend your appointment, please cancel as soon as possible so we can offer your time to another patient.  You can cancel your appointment by replying to your text reminder, by phone, in person or online.

Arriving Late

If you are more than 10 minutes late for an appointment you may be requested to re-book for an alternative date/time. 

Occasionally the doctor may be called away on an emergency visit during surgery. This will likely cause delays and we ask you to please be patient with us if this does occur.

Missed Appointments

The majority of patients who cannot attend an appointment inform us with plenty of notice so we can utilise the appointment for another patient.  For patients who do not inform us that they cannot attend an appointment the following policy will apply:

  • If you fail to attend an appointment without informing us we will write to you asking if there are any specific problems preventing you from letting us know
  • If you repeatedly fail to attend appointments you may be removed from the practice list and have to find an alternative GP practice

Please help Lancaster Medical Practice make the best use of its appointments for all of its patients.


The practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed.  The safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required.

Wherever possible we ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way.

Where this is not possible we will endeavour to provide a formal chaperone at the time of the request – occasionally, however, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with the practice chaperone policy. 

Home Visits

Home visits are made at the discretion of the doctor and are usually reserved for the severely ill, very elderly or housebound patients.

Our Care At Home Team deal with all home visits. They will ask you for details of the problem which will be passed to the visiting clinician. 

If you are not sure whether you need to be seen at home or at the surgery, our team will be able to advise you. 

Requests for home visits should preferably be made before 11.00 am as this allows the team to plan visits more efficiently.

Surgery Appointments

Same Day Appointments

Same day appointments are for those who require ‘on the day’ medical attention.

To improve our service to patients we have modified our telephone answering service. This will improve your experience when you are contacting the surgery to arrange an urgent on the day appointment or you need urgent advice.

When you call the surgery you will be given options, and if you feel your request is urgent for the same day, you should select option 2. You will then hear the following message:

You have selected option 2 for on the day advice or appointment.  If you receive an appointment today, the clinician will only be able to deal with the urgent problem.  For anything else, you will need to book another appointment.

We have a set number of appointments each day. Once all our appointments are used, you may be added as an extra. Please be aware these are not timed appointments and you may be asked to sit and wait. These appointments could also be at any of sites and your flexibility is appreciated.

‘On the day’ appointments may be with an Advanced Clinical Practitioner.

Pre-Bookable Appointments

If you need a follow up or routine appointment to review or discuss a problem, you can book an appointment with a doctor up to 4 or 5 weeks in advance.

All Nurse appointments are bookable in advance.

Telephone Consultations

When arranging your appointment, you may be able to request a telephone consultation unless one of our clinicians determines you need to be seen face to face.  

You may be asked to send in a photo to aid this consultation. This will usually be requested via a text which will allow you to send in a photo to the practice.

The reception staff have a list of ailments that are suitable for a telephone consultation, so please be guided by them.