Make or cancel
an appointment
Book an appointment by phone or online, and let us know if you cannot attend. Cancelling in time means your appointment can go to another patient who needs it.
If you need help urgently
Call 999 now if you or someone else has signs of a heart attack or stroke, severe breathing problems, heavy bleeding, a severe allergic reaction, or is unconscious. Do not wait for a GP appointment.
If you need medical help now but it is not a 999 emergency, use NHS 111 online or call 111. It is free and open 24 hours a day.
How to book an appointment
There are 3 easy ways to book. Choose the one that suits you best.
By phone
Call us on 01274 612279.
Our phone lines open at 8.30am, Monday to Friday.
- 8.30am to 10am is kept for urgent same-day problems and home visit requests.
- After 10am is the best time to book a routine appointment. The lines are quieter and we can give you more time.
Online with SystmOnline
Book, change or cancel routine appointments at any time of day, without waiting on the phone.
Log in to SystmOnline to book or cancel an appointment (this link opens the NHS SystmOnline service in a new website).
You can also download the SystmOnline app for your phone.
New to online booking? Ask our reception team for a username and password. They will happily show you how it works.
Online request with PATCHS
Tell us about your problem using a simple online form. A member of our team will read it and direct you to the person best placed to help.
Send us an online request with PATCHS.
Do not use online forms for urgent medical problems. If you need help now, use NHS 111. If it is an emergency, call 999.
The receptionist will ask what your problem is about. Here's why.
Our reception team are trained care navigators. Think of them like the friendly guide at a busy train station: they ask where you are trying to get to so they can point you to the fastest route.
They are not being nosy, and they are never trying to stop you seeing a doctor. Knowing a little about your problem lets them book you with the right person, first time. You do not have to share details if you would rather not, but it may mean we cannot get you to the best help as quickly.
Everything you tell them is confidential, just as it is with the doctor. If you would like more privacy at the desk, just ask and they will find you a quieter space.
The right person is not always a doctor
Ashcroft Surgery is a whole team of specialist health professionals, not just GPs. For many problems, one of these experts can see you sooner and is the best person for the job. That is often why the receptionist asks about your problem: to unlock these quicker routes for you.
Pharmacists
Experts in medicines. Ideal for medication questions, side effects and medication reviews.
Physiotherapist
For muscle, joint and back problems. Often the fastest route to getting moving again.
Advanced practitioners
Highly trained clinicians who can assess, treat and prescribe for many everyday illnesses.
Practice nurses
For long-term condition reviews, wound care, immunisations, smears and health checks.
Counsellors and mental health support
For low mood, anxiety, stress and other mental health concerns.
Social prescriber and benefits advisor
Help with life difficulties such as stress, money worries, loneliness and healthy lifestyle changes.
If you do need a GP, of course you will see one. But if a specialist member of the team can help you sooner, the receptionist will offer you that choice.
Routine, same-day or urgent?
Routine appointments
For ongoing problems, check-ups and anything that can safely wait a little.
- Book by phone (after 10am) or online.
- You can book up to 3 weeks ahead.
- If your doctor asks to see you again, book that follow-up before you leave the surgery. It is the best way to get the doctor and time you want.
Same-day appointments
For problems that cannot safely wait for a routine appointment.
- Call us on 01274 612279 from 8.30am.
- Same-day appointments are limited and go quickly, so please call as early as you can.
- You may not be able to choose which doctor you see, but you will be seen by someone who can help.
Telephone appointments
Many problems can be sorted with a phone call, and it is often quicker for you.
- Ask the receptionist to book you a telephone consultation.
- If the doctor feels they need to see you in person, they will ask you to come in.
Make the most of your appointment
- One appointment is for one problem. If you have more than one thing to discuss, ask for a longer appointment when you book. This gives the doctor time to look after you properly.
- Try to see the same doctor for the same problem. They will already know your story, so you will not have to start from the beginning each time.
- Please book a separate appointment for each family member who needs to be seen.
- Please arrive on time. If you arrive late, we may need to ask you to rebook so other patients are not kept waiting.
Cancelling an appointment
Plans change. That is completely fine. All we ask is that you let us know, so your appointment can go to someone else.
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As soon as you know you cannot attend, let us know
Even 10 minutes before is better than nothing. There is nearly always another patient hoping for a same-day appointment. If you can give us 3 hours' notice or more, that is even better.
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Cancel by phone or online
Call 01274 612279 between 8am and 6pm, Monday to Friday. If the lines are busy, please keep trying. Or cancel online with SystmOnline at any time of day or night.
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Rebook if you still need to be seen
You can rebook straight away on the same call, online, or later when it suits you. Find out more about our online access services.
Did you know you can reschedule online?
If you have a SystmOnline username and password, you can move your appointment to a better time without waiting on the phone. Ask at reception if you would like help setting this up.
Why cancelling matters: the appointments that quietly disappear
Here is something most patients never see. Every month, around 300 appointments at Ashcroft Surgery are lost because patients do not turn up and do not let us know.
Nobody plans for this to happen. People feel better, forget, or something comes up. It is human. But because nobody rings to cancel, the appointment sits empty while other patients are told there is nothing left that day.
Each figure stands for 10 missed appointments. Three rows of 10 figures show around 300 appointments lost in a typical month.
What could 300 appointments do?
Our team of 12 regular doctors, along with our nurses, healthcare assistants and pharmacy team, run morning and afternoon clinics every weekday and offer thousands of appointments each month. Even so, demand is high, and around 300 lost slots a month is roughly 14 appointments wasted every working day.
That is 14 patients every day who could have been seen, but were told nothing was available. If you have ever rung at 8.30am and found everything gone, this is one of the biggest reasons why.
One quick call changes that
When you cancel an appointment you cannot attend, we can offer it to someone else, often within minutes. That might be a worried parent, someone in pain, or a person who has been waiting days to be seen.
You could be the reason another patient gets seen today. Cancel by calling 01274 612279 or cancelling online with SystmOnline.
If appointments are repeatedly missed
We completely understand that life gets in the way sometimes, and a one-off missed appointment will never get you into trouble. However, if someone repeatedly misses appointments without letting us know, we may write to them, and in some cases ask them to register with another practice. We would much rather never have to do this. A quick call is all it takes.
Common questions about appointments
Why can't I get an appointment?
It can feel like appointments vanish the moment the phones open, and there are real reasons behind it: high demand, missed appointments that were never cancelled, and clinics that fill up weeks ahead.
We have written an honest explanation of what is going on behind the scenes, and what you can do to give yourself the best chance of being seen.
What if I need more time, or have several problems to discuss?
Just ask for a longer (double) appointment when you book. This gives the doctor or nurse enough time to look after each problem properly, without rushing you or keeping other patients waiting.
Why does my doctor sometimes run late?
We cannot always predict what a patient will need. Some visits are quick. Others involve difficult news, or someone going through a very hard time, and it would not be right to cut those short.
If one day that person is you, we promise you the same time and care. We will let you know if the clinic is running very late, and we thank you for your patience.
What happens if I arrive late for my appointment?
Please try to arrive a few minutes early. If you arrive late, we may need to ask you to rebook, because seeing you late would keep the patients after you waiting longer. Thank you for understanding.
Can I always see the doctor of my choice?
We will always try. For routine problems, booking ahead is the key: our doctors' clinics fill up quickly, especially the part-time doctors. If your doctor asks to see you again, book the follow-up before you leave the surgery.
For urgent same-day problems, you may need to see whichever clinician is available so you can be helped quickly.
How do I book a medical examination or get a form filled in?
Medicals (for example for an HGV licence, insurance or job applications) need a longer, pre-booked afternoon appointment. Please call reception first. They will explain the arrangements and the fee, because this work is not covered by the NHS. Please bring any paperwork with you.
What if the surgery is closed?
Our phone lines are open 8am to 6pm, Monday to Friday. On Thursdays we close from 1pm to 3pm for staff training. We are closed at weekends and on bank holidays.
When we are closed, use NHS 111 online or call 111 for medical help. In an emergency, always call 999.
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