The practice has been running a triage system since April 2024 and feedback has been very positive and reassuring from our patients.  It has greatly reduced waiting times on the phone and improved the timeframes in which you will be contacted and receive a consultation from a clinician.  When you submit a form, it is triaged by a clinician who arranges for the most appropriate person to assist you with your request. The doctors work closely with the reception team to ensure medical need is prioritised at all times.

The doctor will only have a limited amount of time to see or speak to you. By completing the additional forms, we can prioritise your requests and arrange consultations appropriately, giving the right clinician the right amount of time to help you. You may be offered another appointment in the future for less urgent issues.

No, in this case please continue to contact the practice by phone.  If possible, please ring in the afternoon to avoid our busiest times. You can however, request test results through the online form.

Don’t worry, the form can be completed on your behalf by a family member or friend.  If you do not have anyone to help or are unable to use a computer, please contact the practice and our reception team will be happy to complete the form with you over the phone.

We can reassure you that the triage system we use has been devised especially for GP practices and is secure and follows strict GDPR regulations to keep personal data safe. The information submitted goes into your medical records and gives accurate information directly from you to the clinician dealing with your request.

Every patient has the right to confidentiality and we must respect that.  We appreciate some patients may need assistance when contacting the doctor, so in this case we will ask the patient to give written consent for you to speak on their behalf.  This will be stored on their medical record and can be removed at any time by the patient. If they are unable to give written consent, we will accept verbal consent and this will be documented on their record by the patient advisor. If you have medical power of attorney for your family member, we will need to see evidence of this.

The practice will arrange for an interpreter to assist with your consultation and will allow enough time for you to discuss your medical issue fully.

We have a highly trained, multi-disciplinary team who are all here to help our patients.  Our triage team are very experienced in ensuring patients see the right clinician; this is often not a doctor and can be a Nurse, Minor Illness Nurse, Nurse Practitioner, Social Prescriber, Psychologist, Mental Health Nurse or a Duty Practitioner.  Sometimes we also refer patients to other agencies outside the practice that specialise in the area you need help with. This helps us offer the most efficient service to as many patients as possible.

We offer early blood test appointments between 7am and 8am on Fridays and also have morning clinics on a Saturday with a number of clinicians, alternate weeks (excluding bank holidays).  Please speak to reception if you need access to our services outside of core hours.  These are planned clinics.  We do not currently offer walk-ins. Alternatively, you can speak to a community pharmacist or the out of hours service (NHS 111) when we are closed.

No, injuries less than 14 days old, are dealt with by minor injury units in local hospitals.  Our nearest is Launceston General Hospital although there are 10 MIUs in the community. Please check with 111 to find out where you will be seen the quickest.

Minor injury units can treat:

• sprains and strains
• minor breaks or fractures
• traumatic wound infections (not surgical wounds)
• minor burns and scalds
• head injuries (where the person has not been unconscious)
• insect and animal bites and stings
• minor eye injuries
• cuts, bruises and grazes

Doctors are not trained in dentistry and should not treat dental complaints.  You will be directed to contact your dentist or an emergency dental service if you are not registered.  Alternatively, you can access information via NHS 111.  Dentists have an obligation to prescribe medication for your dental issue, if required, while you await treatment.

Unfortunately, we cannot accept verbal requests for medication.  All requests need to be put in writing so we have a written record and to avoid inaccuracies or errors as many medications have similar sounding names or are difficult to pronounce. Please see our Patient Zone for the options on how to order.

Community nurses work with housebound patients in order to support their independence and provide additional support after discharge from hospital or a period of serious illness.

Support from community nurses is available to adults who are 18 or over, are housebound and require nursing care.

Speak to our patient advisors if you think you need a community nurse visit.

A clinician cannot visit you due to lack of transport. Visits are for patients who are too unwell to attend or are housebound (do not leave the house). All visit requests to the Practice will be triaged by the duty team. Please contact the practice as early as possible if you think you need a visit. Not all requests will result in a visit.

Any work classed as non-NHS will be charged.  Please see In the Practice > Useful Documents for further information.