Appointments
The appointment system was changed in response to patient feedback. The appointment system will help you to:
How the system works
Urgent care
This is for patients who need urgent medical attention within 24 hours. Examples of urgent care (an acute new medical problem) include an unwell child, ongoing coughs, infections and new pains, or a complication of an underlying condition such as asthma, cancer or diabetes.
We see most patients with urgent health problems at the Carlyon Road Health Hub. Please note this is NOT a walk in service. The Hub is open Monday to Friday 8am - 8pm. Please contact us as early in the day as possible (ideally before 3pm) if you have an urgent health problem, so that we can make sure that your care is prioritised.
Planned care
This is for patients with all non-urgent or on-going matters. We will arrange for a doctor or other health professional to phone you within the next 5 working days. If possible this will be your usual doctor. If we need to see you then a face to face appointment will be arranged.
Please let reception know if you need to arrange your care around work, and they will try to arrange your call or appointment for later in the day. We are now also offering some Saturday appointments, with clinics being held at Wheal Northey between 9am - 4pm.
- Speak to your usual GP
- Get urgent advice on the same day
- Receive help from other health professionals
How the system works
- Please phone St Austell Healthcare on 01726 75555 or visit one of our sites, and speak to one of our receptionists who will ask you for a brief reason for your call in order to assign your problem to the appropriate clinician. You can also book GP telephone calls, nurse appointments and blood tests online.
- If you require urgent care an appointment or telephone call back will be arranged for the same day.
- If you require planned care (non-urgent) we will aim to call you back within 5 working days, and a face to face appointment will be arranged if needed.
Urgent care
This is for patients who need urgent medical attention within 24 hours. Examples of urgent care (an acute new medical problem) include an unwell child, ongoing coughs, infections and new pains, or a complication of an underlying condition such as asthma, cancer or diabetes.
We see most patients with urgent health problems at the Carlyon Road Health Hub. Please note this is NOT a walk in service. The Hub is open Monday to Friday 8am - 8pm. Please contact us as early in the day as possible (ideally before 3pm) if you have an urgent health problem, so that we can make sure that your care is prioritised.
Planned care
This is for patients with all non-urgent or on-going matters. We will arrange for a doctor or other health professional to phone you within the next 5 working days. If possible this will be your usual doctor. If we need to see you then a face to face appointment will be arranged.
Please let reception know if you need to arrange your care around work, and they will try to arrange your call or appointment for later in the day. We are now also offering some Saturday appointments, with clinics being held at Wheal Northey between 9am - 4pm.
Patient guide
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I would like to: |
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Arrange an appointment Appointments for blood tests, smears and doctor telephone consultations can be booked online using SystmOne. (If you don't have an account, speak to reception. You will need Photo ID when registering). Ring 01726 75555 Mon - Fri 08:00-19:30 or visit any of our branches to make an appointment for HCA or Nurses, or to be put on a doctor's waiting list. If you don't know who to make an appointment with, speak to reception. Cancel an appointment by Texting “CANCEL” to the number given if you get text reminders, or emailing info.sahc@nhs.net, or calling 01726 871999 |
Find out my test results Find out online using SystmOne. (If you don't have an account, speak to reception. You will need Photo ID when registering). Or call reception after 2pm (01726 75555) Mon - Fri. |
Order a repeat prescription Request my repeat prescription Online using SystmOne, by email to prescribing.sahc@nhs.net, or by dropping a filed prescription counterfoil (the white sheet attached to the green sheet) into reception. Blank repeat prescription forms are also available in reception. Allow my own pharmacy to get my repeat prescription for me Contact your chosen pharmacy. If they cannot help, then email prescribing.sahc@nhs.net or telephone 01726 932093. |
Ask about my referral Telephone the number on your appointment letter (if you have one), or if not... Telephone RMS Kernow (Referral Management Service): 01872 226700. If they can't help ... Telephone our Secretaries on 01726 871990, Mon - Fri 09:00-12:00. |
Chaperones
Please inform the clinician that you are seeing that you would like a chaperone present during any examination. We adhere to local and national guidelines when chaperoning and all staff are aware of the need for confidentiality. We aim to provide a safe and comfortable environment for everyone attending one of our surgery sites.
Please inform the clinician that you are seeing that you would like a chaperone present during any examination. We adhere to local and national guidelines when chaperoning and all staff are aware of the need for confidentiality. We aim to provide a safe and comfortable environment for everyone attending one of our surgery sites.
Training
We are committed to the future of our medical profession and as a consequence we sometimes have medical students with us during the year, observing clinics and seeing patients under supervision. We will inform patients when a medical student is in the practice and you may of course request not to see or have a medical student present during your consultation.
We are committed to the future of our medical profession and as a consequence we sometimes have medical students with us during the year, observing clinics and seeing patients under supervision. We will inform patients when a medical student is in the practice and you may of course request not to see or have a medical student present during your consultation.
Usual Doctor
Every patient will have a “Usual Doctor” – this is your Doctor and if you wish to speak about a new problem this doctor will be the best person to see. If you do not know who your “Usual Doctor” is you can ask reception and they will be able to tell you.
If you cannot see the doctor you have previously seen about your current problem then it would be best to see your “Usual Doctor” about this as well.
If you would like, you may always see any of our doctors, when they are available. See our staff page for further information on our Doctors.
Every patient will have a “Usual Doctor” – this is your Doctor and if you wish to speak about a new problem this doctor will be the best person to see. If you do not know who your “Usual Doctor” is you can ask reception and they will be able to tell you.
If you cannot see the doctor you have previously seen about your current problem then it would be best to see your “Usual Doctor” about this as well.
If you would like, you may always see any of our doctors, when they are available. See our staff page for further information on our Doctors.
Frequently asked questions
Q: Do blood tests have to be done on certain days?
A: Blood tests can be done any morning Monday to Friday, and any afternoon Monday to Thursday. Blood tests cannot be done Friday afternoons. This is to ensure your blood tests are processed by the laboratory and don’t need to be repeated.
Occasionally we may ask you to have a blood test that needs to be done at a more specific time, we will let you know if this is the case when it is being organised.
A: Blood tests can be done any morning Monday to Friday, and any afternoon Monday to Thursday. Blood tests cannot be done Friday afternoons. This is to ensure your blood tests are processed by the laboratory and don’t need to be repeated.
Occasionally we may ask you to have a blood test that needs to be done at a more specific time, we will let you know if this is the case when it is being organised.
Q: Can I ring at any time to make an urgent appointment?
A: If you feel that your illness is a life-threatening emergency then please call 999 and ask for an ambulance.
For an urgent appointment you should call us between 8am and 6:30pm and ask for a call-back from the duty Doctor that same day. A Doctor will then try to call you back that same day to give you advice and assess how soon you need to be seen. It is much better to call us earlier in the day than later in the day so we have time to organise tests that day if they are required.
You should make sure that the telephone number we have for you in reception is correct as we will call you on this number
A: If you feel that your illness is a life-threatening emergency then please call 999 and ask for an ambulance.
For an urgent appointment you should call us between 8am and 6:30pm and ask for a call-back from the duty Doctor that same day. A Doctor will then try to call you back that same day to give you advice and assess how soon you need to be seen. It is much better to call us earlier in the day than later in the day so we have time to organise tests that day if they are required.
You should make sure that the telephone number we have for you in reception is correct as we will call you on this number
Q: Can I ring at any time to make a routine appointment?
A: For a routine appointment you can call us any time between 8am and 7:30pm Monday-Friday and ask to be put on a Doctors waiting list for a call back. A Doctor will aim to call you back within 5 working days and decide whether you need a face-to-face appointment or whether your problem can be managed with tests or treatment without you having to come into the surgery for an appointment with a doctor.
You should make sure that the telephone number we have for you in reception is correct as we will call you on this number
A: For a routine appointment you can call us any time between 8am and 7:30pm Monday-Friday and ask to be put on a Doctors waiting list for a call back. A Doctor will aim to call you back within 5 working days and decide whether you need a face-to-face appointment or whether your problem can be managed with tests or treatment without you having to come into the surgery for an appointment with a doctor.
You should make sure that the telephone number we have for you in reception is correct as we will call you on this number
Q: What happens if my usual doctor is on holiday?
A: It is your choice whether to wait for an appointment until your Usual Doctor returns, or, if you do not wish to wait, you can see a different doctor in the meantime.
A: It is your choice whether to wait for an appointment until your Usual Doctor returns, or, if you do not wish to wait, you can see a different doctor in the meantime.
Q: Can I pop into the surgery rather than phoning to make an appointment?
A: You can come into the surgery rather than phoning us in order to ask for a call-back from a Doctor. Asking for a call-back from a Doctor is now the way we make appointments.
Q: Do I have to give receptionists information about my problem?
A: Receptionists will treat any information you give them as confidential in the same way a Doctor would. It is very helpful when you give receptionists information as the Doctor will use this information when prioritising their call backs.
If you would like, you can say it is personal and would just like to speak to a Doctor about it.
A: Receptionists will treat any information you give them as confidential in the same way a Doctor would. It is very helpful when you give receptionists information as the Doctor will use this information when prioritising their call backs.
If you would like, you can say it is personal and would just like to speak to a Doctor about it.
Q: Will my doctor call me back at the time/day they provide?
A: Unless in exceptional circumstances a doctor will not guarantee that you will be called back at a specific time.
If you have asked for a call-back on the same day then a doctor will try to call you that same day.
If you have asked for a routine call-back then a doctor will aim to call you within 5 working days.
A: Unless in exceptional circumstances a doctor will not guarantee that you will be called back at a specific time.
If you have asked for a call-back on the same day then a doctor will try to call you that same day.
If you have asked for a routine call-back then a doctor will aim to call you within 5 working days.
Q: How is this new appointment system better for me? Can I book online?
A: The major advantage of the new appointment system for you is that you will be in contact with a doctor much sooner than under the old system.
Under the old system you might have to wait several weeks in order to speak to a doctor; now you can speak to a doctor within 5 working days by telephone, and if the doctor wishes to see you face-to-face, you can be seen in person much sooner than in the old system.
You can book doctor telephone appointments, blood tests and smears online but you must be registered to access this service. If you don’t have a SystmOne online account with us, and you would like one, please come into one of our sites with photographic ID (i.e. passport, driving license etc.) and request online access. The receptionist will set this up for you.
A: The major advantage of the new appointment system for you is that you will be in contact with a doctor much sooner than under the old system.
Under the old system you might have to wait several weeks in order to speak to a doctor; now you can speak to a doctor within 5 working days by telephone, and if the doctor wishes to see you face-to-face, you can be seen in person much sooner than in the old system.
You can book doctor telephone appointments, blood tests and smears online but you must be registered to access this service. If you don’t have a SystmOne online account with us, and you would like one, please come into one of our sites with photographic ID (i.e. passport, driving license etc.) and request online access. The receptionist will set this up for you.
Q: Why do I have to wait so long for a blood test?
A: If an urgent blood test is required, we ensure that it is taken in a timely manner. Many blood tests do not need to be taken as urgently, when you are advised you should have a blood test you will be advised how soon it needs to be done.
For blood tests that you have every year, you can always make an appointment a month in advance when you know a blood test will be due.
Unfortunately there is currently a high demand for blood test appointments. We are always looking into how we can improve our services.
A: If an urgent blood test is required, we ensure that it is taken in a timely manner. Many blood tests do not need to be taken as urgently, when you are advised you should have a blood test you will be advised how soon it needs to be done.
For blood tests that you have every year, you can always make an appointment a month in advance when you know a blood test will be due.
Unfortunately there is currently a high demand for blood test appointments. We are always looking into how we can improve our services.
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Q: If I need a follow up appointment in one month’s time do I have to call again and go on the waiting list or will the Dr give me the follow up appointment when I see him?
A: A doctor may be able to book the appointment themselves, however sometimes this cannot be done for technical reasons. They may also ask reception to book you an appointment closer to the time. If you do not hear anything by the time when you thought you would be seen again, then please do ring us and we will let the doctor know who saw you before. |
Q: Can I discuss other problems with the nurse during my appointment?
St Austell Healthcare employs both practice nurses and urgent care nurses, who do quite different jobs. If in any doubt, please speak to reception. You may need a separate appointment with another nurse to provide you with the care that you need.
St Austell Healthcare employs both practice nurses and urgent care nurses, who do quite different jobs. If in any doubt, please speak to reception. You may need a separate appointment with another nurse to provide you with the care that you need.
Q: Why is it so hard to get through on the telephone?
A: We appreciate your feedback about this difficult issue and we are always working on improving the service we offer.
Our telephone lines are often busier in the morning so if your call is not urgent then you may find it quicker to get through if you call towards the end of the day.
We appreciate your patience while waiting in a telephone queue and when it is your turn we will ensure you have enough time to speak.
A: We appreciate your feedback about this difficult issue and we are always working on improving the service we offer.
Our telephone lines are often busier in the morning so if your call is not urgent then you may find it quicker to get through if you call towards the end of the day.
We appreciate your patience while waiting in a telephone queue and when it is your turn we will ensure you have enough time to speak.
Q: Whether the blood test results come back good or bad would it still be possible to speak to a doctor?
A: You can always request a routine call-back from a doctor to speak about your test results. Our doctors see a great number of blood tests every day and so it is not possible to automatically call you back regarding each one.
A: You can always request a routine call-back from a doctor to speak about your test results. Our doctors see a great number of blood tests every day and so it is not possible to automatically call you back regarding each one.
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Q: Can I ask to see a female or a male doctor?
A: Yes, although this may affect how soon you are seen. |
Q: My usual GP is a man – can I see a female GP if wish to?
A: Yes, although this may affect how soon you are seen. |
Q: Can I have a reminder for blood tests/smears?
A: In order to receive a reminder text message for any appointment that you or we make you can let reception know and they can update your record.
For smears and blood tests that occur every few months or every year, you should receive a call from us to let you know to book an appointment. You should also keep a record in your own calendar so you know when your blood test is due and make an appointment for this if you do not hear from us
A: In order to receive a reminder text message for any appointment that you or we make you can let reception know and they can update your record.
For smears and blood tests that occur every few months or every year, you should receive a call from us to let you know to book an appointment. You should also keep a record in your own calendar so you know when your blood test is due and make an appointment for this if you do not hear from us
Q: How do I get travel vaccinations?
A: You should complete a “Travel risk assessment form” which is available from reception or our website at: http://www.staustellhealthcare.co.uk/clinics-and-services
You should then make an appointment to see the practice nurse at least 6 weeks before you travel. It is important that this appointment is six weeks before you travel as you may need a second appointment at a later date.
A: You should complete a “Travel risk assessment form” which is available from reception or our website at: http://www.staustellhealthcare.co.uk/clinics-and-services
You should then make an appointment to see the practice nurse at least 6 weeks before you travel. It is important that this appointment is six weeks before you travel as you may need a second appointment at a later date.
Q: How does a new patient register?
A: In order to get the required forms you can come into reception or visit our website at:
http://www.staustellhealthcare.co.uk/new-patients
All new patients need to complete a registration form GMS1 and a New Patient Questionnaire.
You can find out information about the NHS Summary Care Record on our website, along with how to opt out of this if you wish.
A: In order to get the required forms you can come into reception or visit our website at:
http://www.staustellhealthcare.co.uk/new-patients
All new patients need to complete a registration form GMS1 and a New Patient Questionnaire.
You can find out information about the NHS Summary Care Record on our website, along with how to opt out of this if you wish.
Q: What if I take ill during the night or out of surgery hours?
A: If you feel that your illness is a life-threatening emergency then please call 999 and ask for an ambulance.
If your illness is not a life-threatening emergency then the best way to seek help is by calling 111 – this will put you in touch with the “Cornwall 111 service”. The call is free from any landline or mobile phone in the UK, and you will speak to a highly trained professional who will be able to give you advice or put you in contact with the best person to look after this problem.
A: If you feel that your illness is a life-threatening emergency then please call 999 and ask for an ambulance.
If your illness is not a life-threatening emergency then the best way to seek help is by calling 111 – this will put you in touch with the “Cornwall 111 service”. The call is free from any landline or mobile phone in the UK, and you will speak to a highly trained professional who will be able to give you advice or put you in contact with the best person to look after this problem.
Q: What do I do if I need emergency contraception?
A: You should phone reception and ask for a same-day call-back from the duty doctor. It is important you seek help as soon as possible when you think you need emergency contraception as it can become less effective the longer you leave it.
Alternatively you can contact the Sexual health hub at the Royal Cornwall Hospital (Treliske), Truro on 01872 255044. They have drop-in appointments in Treliske Monday morning, Wednesday (under 25s only in the afternoon), and Friday morning.
If it is a weekend or bank holiday or we are otherwise closed, you may be able to obtain the “morning after pill” (one form of emergency contraception) from a Pharmacist, Urgent Care centre or Emergency Department. If you need more information out of hours you can call Cornwall 111 (Freephone).
A: You should phone reception and ask for a same-day call-back from the duty doctor. It is important you seek help as soon as possible when you think you need emergency contraception as it can become less effective the longer you leave it.
Alternatively you can contact the Sexual health hub at the Royal Cornwall Hospital (Treliske), Truro on 01872 255044. They have drop-in appointments in Treliske Monday morning, Wednesday (under 25s only in the afternoon), and Friday morning.
If it is a weekend or bank holiday or we are otherwise closed, you may be able to obtain the “morning after pill” (one form of emergency contraception) from a Pharmacist, Urgent Care centre or Emergency Department. If you need more information out of hours you can call Cornwall 111 (Freephone).
Q: What do I do if I think I might be pregnant?
A: You should call reception and let us know, and we will put you on the midwifes’ list. You should be contacted by them by the 9th week of pregnancy. If you do not hear anything then let us know.
A: You should call reception and let us know, and we will put you on the midwifes’ list. You should be contacted by them by the 9th week of pregnancy. If you do not hear anything then let us know.
Q: How do I inform you of my change of address or telephone number?
A: There is a separate form for each, along with the form to change your name. These forms are available from reception or can be found on our website at: http://www.staustellhealthcare.co.uk/new-patients
You can e-mail a completed form to us at: info.sahc@nhs.net or bring it into reception.
A: There is a separate form for each, along with the form to change your name. These forms are available from reception or can be found on our website at: http://www.staustellhealthcare.co.uk/new-patients
You can e-mail a completed form to us at: info.sahc@nhs.net or bring it into reception.
Q: Why do you keep information about me and can I choose who can see it?
A: We keep information about you to ensure that you get good quality healthcare. Without the information in your medical record our staff would not be able to look after your health.
We also need your personal details so that we can contact you if we need to, for example if we need to act on the result of a test.
The medical records we keep for you also link to the NHS “Summary Care Record”. This is a record of your medications and allergies, which can be seen by Pharmacists and places where you receive urgent or emergency care, for example at Accident and Emergency, as these places don’t have access to your medical records.
You can add more information to your “Summary Care Record”, to include your medical problems, treatment preferences, and carer’s details if you would like. You will need to telephone us about this.
You can also update your records so that the information can be shared with the community nursing team to assist them in giving you good healthcare.
If you do not want any information on your Summary Care Record please telephone us and let us know.
All the information we keep is secure, is only accessed by appropriate individuals, and is kept as per Confidentiality guidelines.
A: We keep information about you to ensure that you get good quality healthcare. Without the information in your medical record our staff would not be able to look after your health.
We also need your personal details so that we can contact you if we need to, for example if we need to act on the result of a test.
The medical records we keep for you also link to the NHS “Summary Care Record”. This is a record of your medications and allergies, which can be seen by Pharmacists and places where you receive urgent or emergency care, for example at Accident and Emergency, as these places don’t have access to your medical records.
You can add more information to your “Summary Care Record”, to include your medical problems, treatment preferences, and carer’s details if you would like. You will need to telephone us about this.
You can also update your records so that the information can be shared with the community nursing team to assist them in giving you good healthcare.
If you do not want any information on your Summary Care Record please telephone us and let us know.
All the information we keep is secure, is only accessed by appropriate individuals, and is kept as per Confidentiality guidelines.
Q: How do I obtain a sick certificate?
A: You can self-certify off work for up to 7 days and you do not need to speak to us about this. Speak to your employer about this.
You must give your employer a sick note if you’re off sick for more than 7 days in a row (including non-working days). In order to obtain this ask for a routine call-back with a doctor. The doctor may wish to see you face-to-face before giving you a sick note.
A: You can self-certify off work for up to 7 days and you do not need to speak to us about this. Speak to your employer about this.
You must give your employer a sick note if you’re off sick for more than 7 days in a row (including non-working days). In order to obtain this ask for a routine call-back with a doctor. The doctor may wish to see you face-to-face before giving you a sick note.
Q: How can I access my own medical records?
A: You should submit a request in writing to reception who will forward it to our secretaries.
A: You should submit a request in writing to reception who will forward it to our secretaries.
