Our Appointment System
We are continuously monitoring our appointment systems with the aim of improving access to all of our clinical team. Our appointment procedure is as follows.
Given the demands on doctors' and nurses' time, we cannot guarantee you will be seen if you arrive beyond the appointed time. If you are more than 10 minutes late for an appointment, you will be asked to re-book your appointment.
Booking routine appointments - Phone us between 8am-12:15pm and 1:15pm-6:00pm
The system gives you the opportunity to book an appointment up to 2 weeks in advance, subject to availability. To book a routine appointment simply call us on 029 2076 4444 between 8am-12:15pm and 1:15pm-6:00pm. We will assist you with your appointment date, time and clinician choice. Please note, we do not offer pre-bookable appointments on a Monday. Appointments on a Monday are bookable on the day only. We are aware that continuity of care is important to all and we will assist you with an appropriate alternative clinical team member should your clinician of choice be unavailable. Patients are reminded that appointments are 10 minutes long. Routine surgery will be closed between 12:15pm-1:15pm and 6:00-6:30pm. If you have an urgent issue during this time please call us on 029 2076 4444 where you will be given an alternative number to call.
Acute/Non routine appointments - Phone us between 8am - 10:30am
These will be available on the day and will be booked with the duty team of Nurse Practitioners and GP's. Patients will be asked the nature of their problem to enable the clinical team to deal with the most urgent cases first. If you require a non-routine appointment after 10:30am your enquiry will assessed over the telephone by the duty team. Alternatively you can call us back the following day between 8am-10:30am for a non-routine appointment.
Routine telephone consultations
These will continue to be available each day or bookable in advance and will deal with such matters as medication reviews and test result queries. The clinician will call you twice. If you don't answer the telephone, they will not call again.
To obtain a sick note you may not need an appointment. You can contact the surgery between 8:00am-12:15pm and 1:15pm-6:00pm where your request will be passed on to the duty team. Patients will be asked to provide details to assist the Dr in completing their sick note. Patients must make themselves available between 8:30am-10:30am the following working day to receive a call from the Dr. If the Dr does not call, patients can proceed to collect their sick note after 4pm from Excalibur Drive reception desk.
Rearranging & cancelling appointments
Please help us by ensuring that you cancel or re-arrange appointments as soon as you can. We will do our best to find an alternative appointment if required. We record and monitor all non-attendance and may take action when this occurs repeatedly.
In conjunction with our Patient Participation Group, we will continue to monitor the appointment system and would welcome any feedback. Please contact the practice manager Mrs Sarah Morris 029 2074 1880 firstname.lastname@example.org
A considerable number of appointments are lost each day due to patients failing to attend without giving prior notice. Please let us know as soon as possible if you are unable to attend an appointment. Patients arriving late may be required to make an alternative appointment.
My Health Online
My Health On Line is a new online service brought to you from NHS Wales and offers patients the convenience to book appointments and order repeat prescriptions online.
If you wish to register to use the My Health On Line Prescription and Appointment Service please print the form here and bring it to the Practice Reception along with proof of identity documents.
Proof of Identity is necessary to protect patient confidentiality. Identification documents should confirm your full name, residential address and date of birth. Ideally this will include photo ID such as a passport or new style driving licence and an appropriate household bill.
For further information visit the MHOL website at www.myhealthonline-inps2.wales.nhs.uk
During Surgery Hours. Please tel: 029 2076 4444
After taking brief details the receptionist will contact the duty doctor. If appropriate and it’s medically possible for you to attend surgery, you will be given an appointment by the doctor.
Should there be any delay or difficulty in contacting the surgery and the patient is unconscious, suffering heavy blood loss, severe breathlessness or chest pain you should dial 999 and request an ambulance.
Out of Hours. Please tel: 029 2044 4500
(between 6.30pm-8am on weekdays plus all day at weekends, Bank holidays and other public holidays.)
Cardiff & Vale University Health Board is responsible for commissioning the Out Of Hours service, which is for patients who need immediate medical attention and cannot wait until their practice is next open.
If you require immediate medical attention outside of normal surgery hours, please telephone the usual surgery number. A recorded message will give you the phone number for the Out Of Hours service. A trained health professional will answer your call and take some personal details and basic information about your health problem. If you need to be seen, you will be advised which primary care centre to attend.
On arrival at the centre, you will be assessed by a nurse and referred to an appropriate health professional. A home visit will only be made if considered necessary by a health care professional.