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 in the timeframe shown on screen.
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..
Unfortunately we are not currently able to offer online booking. We are also asking that patients do not come into the surgery to book appointments due to the ongoing COVID-19 pandemic.
We are now offering the ability to request a call back from one of our receptionists via the myGP app.
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.
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.
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.
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 are made at the discretion of the doctor and are usually reserved for the severely ill, very elderly or house bound patients.
The reception staff will ask you for details of the problem which will be passed to the Doctor. The Doctor may decide to telephone you before the visit and may ask you to attend surgery if they feel this is more appropriate. This will often result in you being seen sooner.
If you are not sure whether you need to be seen at home or at the surgery, your doctor will be able to advise you. For instance babies and children with fever, diarrhoea, vomiting, earache or a rash should be brought to the surgery and seen quickly. Adults with similar illnesses can also be seen quicker at the surgery.
Requests for home visits should preferably be made before 11.00 am as this allows the doctor to plan visits more efficiently.
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 these appointments are used you may be added to a clinician’s surgery as an extra. This means you may be asked to attend at a certain time, but this will not be a timed appointment and you will have to sit and wait.
When you need an urgent on the day appointment, we may ask you to go to any of the Lancaster Medical Practice sites so you can be seen in a timely way. We sincerely appreciate your flexibility as we try to meet your needs.
‘On the day’ appointments may be with an Advanced Clinical Practitioner.
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.
All the Doctors are willing to speak to patients over the telephone. Please ring the surgery to book a telephone consultation.
The reception staff have a list of ailments that are suitable for a telephone consultation, so please be guided by them.