Appointments
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, persistent coughs, infections, recent onset pain, 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. The Hub is open Monday to Friday 8am - 8pm. Please note this is NOT a walk in service. An appointment is essential and appointments may sometimes overrun due to their urgent nature. 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 ongoing medical problems. Your request will be sent to your usual GP or the GP dealing with this problem for you. We aim to call back within 5 working days with our average currently at 3 working days. We will aim to try three times to contact you (please let reception know if you need to arrange your care around work, and they can make a note of times when you can answer a phone call).
You will either be contacted by a receptionist with information from the GP or to directly arrange an appointment, or by the GP to get more information.
If you deteriorate or require more urgent help whilst you are waiting please re-contact the surgery and we will consider using the emergency same day doctor if this is appropriate.
Multi-disciplinary team
We have a multi-disciplinary team of healthcare professionals to help provide your care. The clinical team includes doctors, pharmacists, advanced nurse practitioners, physiotherapists, mental health practitioners, practice nurses, urgent care nurses, paramedics, healthcare assistants, and an integration nurse. Our doctors triage appointment requests, and will ensure that you are seen by the most appropriate clinician for your medical problem.
Please note that if you are late for your appointment, you may be asked to rebook the appointment.
- Speak to your usual GP
- Get urgent advice on the same day
- Receive help from other health professionals
- Make a routine appointment with a nurse or HCA
How the system works
- Telephone St Austell Healthcare on 01726 75555 or visit one of our sites giving the receptionist as much information as you feel comfortable with about the nature of your request. This will help the doctors to prioritise your care.
- You can also arrange GP telephone consultations or book nurse appointments and blood tests online or use our eConsult service to request assistance via an online form.
- If you require urgent care ‘on the day’ advice by telephone or appointment the receptionist will ensure that you are added to the ‘on the day’ list.
- If you require planned care (non-urgent) your request will be sent to your usual GP. We will aim to call you back within 5 working days, and a face to face appointment will be arranged if needed.
- If you have been invited to attend a review clinic please advise the receptionist and she can book you an appointment with the most appropriate clinician.
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, persistent coughs, infections, recent onset pain, 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. The Hub is open Monday to Friday 8am - 8pm. Please note this is NOT a walk in service. An appointment is essential and appointments may sometimes overrun due to their urgent nature. 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 ongoing medical problems. Your request will be sent to your usual GP or the GP dealing with this problem for you. We aim to call back within 5 working days with our average currently at 3 working days. We will aim to try three times to contact you (please let reception know if you need to arrange your care around work, and they can make a note of times when you can answer a phone call).
You will either be contacted by a receptionist with information from the GP or to directly arrange an appointment, or by the GP to get more information.
If you deteriorate or require more urgent help whilst you are waiting please re-contact the surgery and we will consider using the emergency same day doctor if this is appropriate.
Multi-disciplinary team
We have a multi-disciplinary team of healthcare professionals to help provide your care. The clinical team includes doctors, pharmacists, advanced nurse practitioners, physiotherapists, mental health practitioners, practice nurses, urgent care nurses, paramedics, healthcare assistants, and an integration nurse. Our doctors triage appointment requests, and will ensure that you are seen by the most appropriate clinician for your medical problem.
Please note that if you are late for your appointment, you may be asked to rebook the appointment.
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 sites to make an appointment for HCAs 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. Submit a secure online form via eConsult. eConsult can be used to ask for medical advice about new symptoms or an existing condition. 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. Request your test results by sumbitting an online form using eConsult. |
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 proud to be a training practice. There may be students in an appointment with a GP or nurse that you are seeing, or GPs in training consulting with patients under supervision. Please advise reception if you are not comfortable with them being in your consultation.
We are proud to be a training practice. There may be students in an appointment with a GP or nurse that you are seeing, or GPs in training consulting with patients under supervision. Please advise reception if you are not comfortable with them being in your consultation.
Consent
Written consent is required if you wish to speak to our staff regarding someone else, such as a family member. Children aged 16 and over will need to provide consent for medical information to be shared with their parents. Please complete a Consent to Share Information form - please note that the patient will need to show photo ID at reception when returning this form.
Written consent is required if you wish to speak to our staff regarding someone else, such as a family member. Children aged 16 and over will need to provide consent for medical information to be shared with their parents. Please complete a Consent to Share Information form - please note that the patient will need to show photo ID at reception when returning this form.
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.
Young person's drop in clinic
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We hold a Nurse led clinic on Mondays 3pm – 5:30pm at Carlyon Road Health Hub.
This is for young people aged 13-25 (we won't turn you away if slightly older). The Nurses will be able to give confidential advice on all aspects of contraception and sexual health, including:
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