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Care Navigation

The right care from the right person, first time

When you ring to book an appointment, you might notice our reception team will ask

you for a brief outline of how we can help you.

This is because we have introduced something called Care Navigation. It means our

reception team has been trained to ensure they can help you to find the best service for your

needs, so you can receive the right care more quickly. Anything you share with our team will

be kept confidential.

Through this specialist training, our team will be able to direct you to the most appropriate

clinician or service for your needs.

Our reception team will never offer clinical advice. Instead, this new way of working is about

offering you the choice to see more appropriate professionals in our practice team or even

somewhere else. If they can deal with the problem directly, it will often be quicker and means

you may not need to see a GP at all.

Your website

By working this way, it helps to free-up time for GPs to care for patients with complex or

serious health conditions that can only be managed by a doctor. More importantly though, it

means people are seen first by the clinician that is best placed to help you with your health


Helping you to choose

The choice is always yours though. It is completely up to you if you want to share

information with our reception team.

You will never be refused a GP appointment but we hope next time you contact our practice

and speak with our reception team you will see the value of seeing another healthcare

professional if they are able to help.

You can find out more about Care Navigation by taking a look at our frequently asked

questions, by picking up a leaflet or by speaking to a member of our practice team.

Useful links

Care Navigation leaftlet.docx.pdf

Care Navigation - FAQs (for patients).pdf



If you know which option you need when you contact the surgery via phone you don’t need to wait for the prompt to select your number. As soon as the recorded message starts press the correct number and you will be transferred directly to the correct department. Below are the available options.

Option 1 - Emergencies (only for medical emergencies, no other calls will be taken on this line)


Option 2 - Appointments/Reception

Option 3 - Home Visits


If a doctor is required in an emergency telephone 01274584223

Home Visits If you are too ill to attend surgery and need to request a home visit please contact the surgery before 10:00 a.m.

The Emerald Suite

The Emerald Suite runs specialist services, some of which are hospital services that are run in the community rather than at hospital.  Access to these services is via the GP.

Cancelling your Appointment

If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the link at the bottom of this page to cancel your appointment.

New Patients

If you wish to register with us please telephone or call in and make an appointment to see the practice nurse for a new patient interview.  You will be asked to complete a registration form and you will need to bring 2 forms of identification e.g. passport and recent utility bill.

Up to Date Information


For many of our patients we don’t have up-to-date details of Smoking and Alcohol consumption. It would be of great assistance to us if you could click on the link at the bottom of the page “Your Clinical Record” and fill in these details. Please be assured that this is confidential.


Windhill Green Medical practice is involved in clinical research with the Primary Care Research Network.  As a patient you may be invited to participate however you can decline or later withdraw without there being any question that this will affect your future care and treatment at the practice.


Following guidance from the Department of Health regarding safety issues surrounding telephone ordering from the 5th November 2012 the practice will no longer be able to accept telephone requests for repeat prescriptions. 

There are many ways in which you can order you repeat prescription. The most effective way is online and you can also book GP appointments too! Just ask reception how to sign up. You can also leave your repeat order slip at reception or post the slip, ticking exactly what you need. Alternatively you can ask a chemist to order them on your behalf on a monthly basis.

SystmOnline Changes

If you are registered for using SystmOnline, you will now be able to access basic information held within your medical record. The information held is as secure as your entire medical record, the data is stored in the same way.

Home Visits

Windhill Green Medical Practice – Home Visits

Our home visiting policy

Due to rising modern day workload pressures, GP’s are no longer able to visit everybody who requests a home visit.  Home visits are not an entitlement; contractually it is for the doctor to decide, in their reasonable opinion, where the consultation should take place.

The GP’s are keen to see all patients who need to see a doctor as efficiently as possible - several patients can be seen at the surgery in the time it takes to make one home visit which can impact on efforts to meet demand.  Please help us to help you and our other patients by visiting the surgery whenever possible.

The GP’s want to be in a position to provide great care -  the surgery setting includes access to your entire medical record and rooms which are set up to provide the best possible conditions and equipment for assessing you.  Diagnostic tests are also more readily available at the surgery. 

Considering the above it is our policy to reserve home visits for the following groups:

  • Terminally ill patients
  • Truly housebound patients

In the following situations a home visit is usually not appropriate:

  • Children with symptoms of childhood illnesses including fevers, colds, coughs, earache and diarrhoea/vomiting. These patients can usually be safely transported to the surgery by car.
  • Adults with coughs, sore throats, colds, flu like symptoms, back pain and abdominal pain are also usually able to be transported to the surgery by car.
  • Elderly patients (including mobile patients living in care homes) with problems such as joint pains, poor mobility and general illness would also be more suitably be seen at the surgery.
  • Transport/social problems – the practice is not responsible for arranging transport. Consider using public transport/taxis or seeking help from relatives/friends to attend the surgery.

Requesting a home visit

Please call before 10am to request a home visit.  The receptionists are trained to deal with visit requests so please expect to be asked for further information to help the duty doctor triage and allocate appropriate visits. 

On most occasions the duty doctor will call you back to assess whether a home visit is the best way of helping with your problem – please ensure reception have an up to date telephone number and that you are available to answer the phone.  It may be that telephone advice, consultation at the surgery, a visit from a nurse/community matron or in some circumstances, assessment at hospital would better deal with your problem.

Visits requested after 10am will be allocated to the next working day unless in exceptional circumstances.  Late visit requests significantly disrupt the appointments system and lead to excessive delays for patients already waiting to see the duty doctor.  


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