The practice has a system for receiving and returning telephone calls from patients. At least one clinician in the practice is available during some part of the working day to respond to requests from patients. If you ring the surgery and wish to speak to a GP or the practice nurse, the receptionist will take a message and pass this on to the clinician concerned. The doctor will return your call once they have finished surgery. The receptionist will advise you if a particular doctor is off site.

In some instances, the clinician may ask you to make an appointment to come into surgery, because in their opinion a telephone consultation is inappropriate to deal with your problem.

Messages about emergencies are always passed on immediately. But as not all doctors work every day, your message may be passed to another doctor.