Underwood Surgery

01242580644 139 St Georges Road , Cheltenham, Gloucestershire, GL50 3EQ
http://www.underwoodsurgery.co.uk

3.5 out of 5 stars

Based on 8 ratings for this GP surgery

FAQ

Routine appointments

If you need to book a routine follow-up appointment with a particular GP you can make an appointment up to one month in advance. Please phone after 10.30am to avoid busy times. Many routine appointments are for patients who have a long-term or chronic condition that needs monitoring on a regular basis. We will let you know when your next appointment is due with the practice nurse or doctor either by post or email. If this time is not convenient, please telephone reception on 01242 520022 to re-arrange it. It is important to continue your regular check-ups, even if you are feeling well. Routine appointments are available during normal surgery hours with the practice nurse and/or doctor.

How to make an appointment

Please call our main switchboard number on 01242 520022 to book an appointment at our main practice. You can also go online to our website at www.underwoodsurgery.co.uk to book an appointment through our electronic booking system. (NB you will need to register for this service. Please ask at reception for details.) If you wish to speak to a doctor urgently you can call reception and the triage doctor will call you back the same day. If your condition is non-urgent, you can expect to see a GP within two working days, though you may have to wait longer if you want to see a particular GP. If you don’t need an appointment within two working days, you also have the option to book up to a month in advance if this is more convenient for you. Nurses based in our practice treat patients for a wide range of common conditions. You can expect to see a nurse within one working day. You can book up to a month ahead for clinics – please see the ‘services and clinics’ section.

Role of reception

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Nonetheless, it is your right to request to talk only to the doctor. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

How do I arrange a home visit

Our doctors typically see four patients at the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the practice if at all possible. However, we can visit you at home if your condition means you cannot attend our premises. Please ring the appointments line on 01242 520022. Please be prepared to tell the receptionist about your condition so we can visit the most urgent cases first. The doctor may wish to speak with you to discuss the most appropriate treatment. Home visits are normally made between 11.30am and 3.30 pm.

What do I do in an emergency

If you need urgent medical advice during surgery hours, please phone the surgery on 01242 580644. Please be prepared to give some information to the receptionist. If you need to see a doctor urgently when the surgery is closed, please phone the surgery on 01242 580644 and follow the instructions. You will be put through to the Out of Hours Service. They will pass a message to the doctor on duty who may phone you to assess your problem. You might be asked to attend the out-of-hours clinic, or receive a home visit. Alternatively you can phone NHS Direct on 0845 46 47 or visit their website at www.nhsdirect.co.uk. NHS Direct offers free expert health information and advice 24 hours a day. It can advise you whether you need to go to the nearest A&E (accident and emergency) or if there is an alternative such as visiting an NHS walk-in centre. For deaf people and those hard of hearing, a telephone services is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service. Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999.

Triage

The purpose of ‘triage’ is to ensure that all patients are dealt with fairly by an appropriate member of the team and to ensure that problems are dealt with urgently if necessary. Every morning we run a service for patients who request an urgent appointment. When you request such an appointment the receptionist will tell you that you will be placed on the triage list and that one of the doctors will call you back. You will be asked for your name, telephone number and a brief description of the problem. All staff adhere to strict terms of confidentiality. We will endeavour to contact you as quickly as possible and therefore ask that you remain available for this time – if your condition deteriorates you should telephone the surgery again.

Why might it be difficult to get an appointment

The surgery is particularly busy on Mondays and Tuesdays, especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. If you will not be able to attend for an appointment, please let us know as soon as possible. We can then make it available for another patient. If we can’t offer you an immediate appointment. You can book to have a telephone consultation with a doctor if you wish. He or she will ring you at an agreed time on the telephone number you have given.

How to get travel vaccinations

For routine protection against Tetanus and Polio please make appointments with the practice nurse. We offer a full range of vaccinations for foreign travel. For all advice and information regarding foreign travel please make an appointment with the practice nurse 4-6 weeks before departure so that immunisation can be completed. Please note that not all travel vaccinations are free of charge.

Last updated on 28 June 2012.

Information supplied by NHS Gloucestershire CCG