This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.


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.

We appreciate it can be very frustrating when the surgeries are running behind and you may have a long wait to see the doctor. Appointments are allocated at 10 minute intervals, but sometimes appointments will take longer according to the patient’s medical problem.  If the patients before you take more than ten minutes it will have a knock on effect throughout the clinic. We do ask that patients with complicated medical problems book double appointments for this reason. However, patients can present with complicated acute problems and the doctor may have to make a referral, organise treatment or arrange an admission to hospital during the appointment. Problems can also arise when patients with potentially serious conditions such as chest pain and acute asthma attacks need to be seen urgently and do not have an appointment. The receptionists should inform you when the clinic is running 20 minutes late, you may want to cancel your appointment and rebook it for another time. Your doctor may also be the on-call doctor for the day. Each day, the doctors take it in turns to be the on-call doctor. The on-call doctor deals with all visit requests and may have to leave the surgery to do an urgent visit during surgery times. Occasionally if the doctor is delayed on an urgent visit, the other doctors will see extra patients to try to reduce the waiting times for the on-call doctor’s patients.

The doctors strive to run their surgeries to time, after finishing morning surgery the doctors do their visits, paperwork, and are then back to start surgery again at 3.00pm.  As demand for appointments increases we are constantly looking at ways to improve access. Your doctor may ask you to make another appointment to discuss further issues if there is not enough time to deal with your problem adequately. Your understanding of why the surgeries can sometimes run late is appreciated, one day it could be you or a member of your family who needs a longer appointment time or an urgent visit. We are sometimes asked why the waiting time does not work both ways. If you are more than 15 minutes late the doctor may not be able to see you. This is because this would cause delays throughout the clinic and if coupled with other patients needing longer than 10 minutes would mean appointments would never run on time.

We hope this explains why your appointment may not be on time. It is not because the doctor has started work late or has taken time out of his surgery to do other things. We will always advise you when the surgeries are delayed although we may not be able to give the full reason causing the delay; where possible, we will always endeavour to reduce your waiting time.


Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website