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Appointment Hours 

MONDAY08:20 - 17:3008:30 - 17:30
TUESDAY08:20 - 17:3008:30 - 17:30
THURSDAY08:20 - 17:3008:30 - 17:30
FRIDAY08:20 - 17:30CLOSED

Where possible you are advised to seek a morning appointment, this is to ensure that any investigations can be sent to the hospital by midday.

We also offer a comprehensive list of nursing services that are undertaken during our morning clinics, such as dressings, contraception/pill checks, immunisations, treatment of cuts and other minor injuries.

Reception Team

Our receptionists are your first point of contact either on the phone or at the surgery and are trained to help and guide you. They are there to help with your enquiry so please do not be offended if any of our receptionists ask what your problem is, they are just trying to determine the best course of action for you. Anything you discuss with our receptionists or any other members of our staff is treated in strict confidence.

Booking an Appointment

When you register with our surgery you are assigned an accountable GP. When booking an appointment you will be offered the next available slot with your named GP, if this doctor is not available you will be offered an appointment with one of the other GP's, locums or registrars.

An appointment with the doctor is scheduled for 10 minutes and is for 1 problem for 1 person. If you have more than one problem please speak to our receptionists to request a double appointment or return at a later date for a second appointment. Please make a separate appointment if anyone else in the family wishes to be seen.

If you have a serious or acute problem that cannot wait and you feel that you need to be seen urgently by a doctor we offer a GP telephone triage (telephone assessment). Our receptionists will take a brief summary of your problem and pass this information directly to the duty doctor. The duty doctor will either ask the receptionist to book you an appointment or will telephone you directly. 

For guidance on making the most of your doctor's appointment please visit NHS Website or click on the following link: Questions to Ask the Doctor

It is possible to book some appointments on-line using Patient Access. As it is necessary to register for this secure service you need to visit our reception at the surgery with photographic forms of identity, for further information please select Patient Online Access under the further information tab on the right hand side of this page. Please be aware that:

  • Some types of appointments will still need to be made via our receptionists, for example nursing appointments, baby checks, minor operations, coil fittings
  • If you have a problem which is medically urgent please contact the surgery by phone in the usual way

Please Note: This online system is only available for those patients who use Swan Lane as their main surgery, we are hoping that our system supplier will soon be able to offer this service to our patients using our branch surgery at Newton Flotman.

Text Reminder Service

We operate a text reminder appointment service. This service relies on us having your up-to-date mobile telephone number on your patient record, if you change your mobile number when upgrading your phone, or for any other reason, please tell our receptionists so that they can update your record.

Appointment reminders are an additional service and may not take place from time to time, the responsibility of attending appointments or cancelling them still rests with you the patient.

PLEASE REMEMBER....By supplying your mobile number or your email address you are giving consent for the surgery to contact you for the purpose of appointment reminders and for health promotions.

If you no longer need an appointment that you have booked please cancel it as soon as possible so it can be released to another patient.

When you arrive for your appointment

Please notify one of our Reception Team of your arrival at the surgery, or use the check in screen in the waiting room at Long Stratton to speed up the process. If you have waited more than 20 minutes please enquire about the reason for the delay.

Delayed Appointment Times

The doctors strive to run their surgeries on time and we appreciate that it can be very frustrating when our appointment times are running behind and you may have a long wait to see the doctor. Appointments can take longer than the allocated 10 minutes as patients can present with complicated acute problems and the doctor may have to make a referral, organise treatment or arrange a hospital admission. Problems can also arise if patients with potentially serious conditions, for example chest pains, arrive without an appointment but they need to be seen straight away, or an urgent visit is called for during surgery time. Your understanding of why the surgeries can sometimes run late is appreciated, one day it could be you or a member of your family who needs a longer appointment time or an urgent visit.

Recorded Telephone Calls

Please note all of our calls in and out of the surgery are recorded. We may monitor, record, store and use any telephone call with you in order to check any instructions given to us, for training purposes, for crime prevention and to improve the quality of our services.

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