Appointments
The appointment system aims to help you to:
How the system works
Urgent care
This is for when you 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.
Urgent health problems are usually seen at the Carlyon Road Health Hub. The Hub is open Monday to Friday 8am - 8pm. Please note this is not a walk in service, and an appointment is essential. The 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 when you have 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. If you are only available at certain times to take a call, please let the receptionist know.
You may be contacted by a receptionist with information from the GP or to arrange an appointment, or by the GP for a telephone consultation.
If your symptoms get worse or you require more urgent help whilst waiting, please call the surgery and we can inform a doctor of this.
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, a physician associate, practice nurses, urgent care nurses, paramedics, healthcare assistants, and an integration nurse. Our clinical team triage appointment requests, and will ensure that you are seen by the most appropriate clinician for your medical problem.
- 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 and give the receptionist as much information as you feel comfortable with about the nature of your request. This information is passed onto the doctor and will help them to prioritise your care.
- You can also arrange GP telephone consultations or book nurse appointments and blood tests online or via the NHS app, or use our eConsult service (a secure online form).
- If you need 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 arrange this for you.
Urgent care
This is for when you 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.
Urgent health problems are usually seen at the Carlyon Road Health Hub. The Hub is open Monday to Friday 8am - 8pm. Please note this is not a walk in service, and an appointment is essential. The 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 when you have 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. If you are only available at certain times to take a call, please let the receptionist know.
You may be contacted by a receptionist with information from the GP or to arrange an appointment, or by the GP for a telephone consultation.
If your symptoms get worse or you require more urgent help whilst waiting, please call the surgery and we can inform a doctor of this.
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, a physician associate, practice nurses, urgent care nurses, paramedics, healthcare assistants, and an integration nurse. Our clinical team triage appointment requests, and will ensure that you are seen by the most appropriate clinician for your medical problem.
Receipt of your eConsult will be acknowledged by email, and we will advise you of the next steps. As an indication, our response times are usually as follows: the same day for urgent medical problems; or within 5 working days for routine medical problems / sick note requests. For prescribing queries please email prescribing.sahc@nhs.net.
Same day telephone appointments
We now have same day telephone triage appointments available to book online. If you have booked an appointment for a telephone call we aim to call you at the specified time, however depending on the demands of the day, you may not receive the call until later that day. This can be accessed via SystmOnline or the NHS App. Please make sure that you include a reason for your request, as this will help to ensure that you speak to the right clinician.
We now have same day telephone triage appointments available to book online. If you have booked an appointment for a telephone call we aim to call you at the specified time, however depending on the demands of the day, you may not receive the call until later that day. This can be accessed via SystmOnline or the NHS App. Please make sure that you include a reason for your request, as this will help to ensure that you speak to the right clinician.
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Get Online
We normally ask that you present photo ID to reception in order to set up a SystmOne online account. Due to Coronavirus, please either call reception on 01726 75555 or email your full name, date of birth and address to info.sahc@nhs.net to request an account.
Alternatively, you can download and register with the NHS App at home.
We normally ask that you present photo ID to reception in order to set up a SystmOne online account. Due to Coronavirus, please either call reception on 01726 75555 or email your full name, date of birth and address to info.sahc@nhs.net to request an account.
Alternatively, you can download and register with the NHS App at home.
Patient guide
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I would like to: |
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Arrange an appointment
Ring 01726 75555 Mon - Fri 08:00-19:30 and speak to a member of our reception team, or...
Submit a secure online form via eConsult, or ...
Book an appointment online for a telephone call, blood test or smear test using SystmOne. (If you don't have an account, speak to reception. You will need Photo ID when registering).
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 |
Order a repeat prescription
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. |
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 if you would like a chaperone present during any examination. We aim to provide a safe and comfortable environment for everyone attending our surgery, and all staff follow strict confidentiality rules.
Please inform the clinician that you are seeing if you would like a chaperone present during any examination. We aim to provide a safe and comfortable environment for everyone attending our surgery, and all staff follow strict confidentiality rules.
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 you may see a GPs in training who is under supervision from one of our GP partners. Please let reception know if you are not comfortable with this.
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 you may see a GPs in training who is under supervision from one of our GP partners. Please let reception know if you are not comfortable with this.
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 they will oversee your care. 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”.
You can ask to see any of our doctors and we will do our best to accommodate you. You can also request to change your usual GP. See our staff page for further information on our Doctors.
Every patient will have a “Usual Doctor” – this is your Doctor and they will oversee your care. 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”.
You can ask to see any of our doctors and we will do our best to accommodate you. You can also request to change your usual GP. See our staff page for further information on our Doctors.
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Young person's clinic
Mondays 3pm—5.30pm Call 01726 75555, email youngpeople.sahc@nhs.net, or text 07802884657. This clinic is for young people aged 13-25 (we won’t turn you away if slightly older). Please don’t drop in: telephone or face to face appointments will be arranged. Please wear a face covering if attending a face to face appointment. The nurses can give you confidential advice on all aspects of contraception including:
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