Appointments

Please respect our staff, who are working under incredibly difficult circumstances to manage high levels of demand. Abuse of our staff will not be tolerated. We are really grateful for your patience and support.

The Three Spires Appointment System

When booking appointments, our trained Patient Advisers will ask a few questions, asking these questions will ensure that we can get the right type of help for you as quickly as possible from the most appropriate member of our Practice team.

  • This type of appointment system is called Active Signposting and has been designed using NHS England guidance.
  • This system has been put into place by the GP Partners so we can get the right type of help for you as quickly as possible. When you contact the Practice, our trained Patient Advisers will ask you for more information about the medical reason for your contact. This information will be used to direct you to the most appropriate member of our team which may include one of our nurses, a phlebotomist or one of our GPs.
  • All our Patient Advisers have received face-to-face training by EPI and use red flag protocols devised from national guidance
  • Speaking to a doctor: if you need to speak to your doctor, please leave a message with the receptionist and he / she will call you back when available or after surgery.  Doctors do not take telephone calls whilst consulting unless you have a medical emergency.
Our appointment principles

We are constantly reviewing our appointment system to ensure that we meet the needs of our patients.

Our aim is to:

  • provide care to patients who have a medical problem which needs to be dealt with on the ‘same day’ which cannot wait
  • facilitate ‘continuity of care’ by having sufficient appointments available to allow patients to book in advance with all members of the Practice team including the GP of their choice.
Do you have an URGENT problem?We will see you or contact you on the same day, but this might not be with the person of your choice.
Want to see a specific doctor?You can pre-book with that doctor, however it may be several days before that doctor is available.
Minor or self-limiting illness?You will be directed to seek healthcare advice from other sources e.g. pharmacists, minor injury centres or online via NHS UK.
Home visitsThese are reserved for truly housebound and terminally ill patients.
Our GPs will have a set number of face-to-face and telephone appointments available each day.  Once full, calls will go to the duty team for triaging.
Our GPs currently offer appointments at 10 minute intervals.  The appointment is designed for one patient only and the Doctor can only cope with a limited number of problems.  We recognise that some problems may take longer to sort out than was anticipated so if you feel you will need more time, please highlight this when booking your appointment as it may be possible to give you a double appointment.  If you have more problems to discuss than time allows your clinician may ask you to book a follow-up appointment.  It is therefore important to discuss the problem causing you the most concern first.  Remember the more problems you bring with you the less time the clinician has to spend on each problem.
We do try to keep to time but we ask you to be patient if you find there is a delay.  Our receptionists will notify you on arrival if a clinic is running more than 30 minutes late.  If you haven’t been told and you are kept waiting, feel free to ask why.  Please always arrive on time for your appointment, if you are running late please ring ahead to let us know.

Request an appointment

When you request an appointment, we’ll recommend the best person and type of appointment for your issue. Our GPs have a set number of face-to-face and telephone appointments available each day.

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Non-urgent advice: Emergencies

What is an Emergency?

Whatever the time of day, if you or someone else experiences the symptoms below and you feel it is so serious that it cannot wait, go to the nearest Accident and Emergency Department or call 999.

Symptoms include;

Chest pain

Severe abdominal pain

Vomiting blood

Breathlessness

Non-blanching rashes (the glass test)

Possible anaphylactic shock (swelling of mouth and throat)

Request an appointment using GP online system

Manage your appointments via our online service. Log in and select an option. You must be at least 17 years old to use this service.

Login for Online Services

Extended access

We offer extended access at the practice including Saturdays 8:00am and 4:00pm and weekdays between 7:00am to 7:00pm.

Early morning and Evening surgeries are available for patients who are unable to attend during normal working hours.

Please note that appointments for these surgeries must be pre-booked at least 24 hours in advance, with your own GP and for routine health matters.

Your appointment

However you choose to contact us, we may offer you a consultation:

  • by phone
  • face to face at the surgery

Appointments by phone, can be more flexible and often means you get help sooner.

Urgent Treatment Centre at West Cornwall Hospital

The Urgent Treatment Centre at West Cornwall Hospital in Penzance is open 8am until midnight, for people needing urgent medical care for injuries and conditions such as minor burns and scalds, simple fractures to the arms and legs, cuts, urinary infections and minor falls.

Telephone: 01736 874113

Cancelling or changing an appointment

To cancel your appointment:

  • use your NHS account (through the NHS website or NHS App)
  • using the GP online system – SystmOnline account
  • using our online cancel an appointment form (Please do not use this method if you are cancelling an appointment for the same day)
  • phone us
  • reply CANCEL to your appointment reminder text message
  • If you are late for an appointment you may be asked to re-book.

If you need help now or when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

If you need help with your appointment

Please tell us:

  • if there’s a specific doctor, nurse or other health professional you would prefer to respond
  • if you would prefer to consult with the doctor or nurse by phone, or by face-to-face
  • if you need an interpreter
  • if you have any other access or communication needs.

Home visits

If you are housebound and need an appointment, we will do a home visit. We will phone you first to understand what you need.

To request a home visit, it’s helpful if you phone the practice before 10:30am

Help from your pharmacy

Did you know that your local pharmacy can help you with a lot of minor ailments; and a lot of treatments are covered by the Pharmacies.

Find a pharmacy that offers free blood pressure checks


Additional information about your appointment with us
Can I bring someone to accompany me to the Appointment?

We are generally very happy for patients to bring with them a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.

Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.

Occasionally we might ask for them to leave but this would be unusual.

If you require interpretation services please contact us in advance of you appointment and we will arrange this.

Chaperone Policy

We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.

You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.

Giving Consent for Treatment

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.

It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.

If you have a suspected infectious disease

Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff. 

Interpreter

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and this will be arranged.

Intimate Examinations

During your care, a doctor may need to examine you in order to provide you with the best care. Occasionally this may involve an examination of intimate areas. We understand that this can be stressful and embarrassing. If this sort of examination is necessary:

  • We will explain to you why the examination is necessary and give you the opportunity to ask questions.
  • We will explain what the examination will involve, including whether you can expect it to be painful or uncomfortable.
  • We will obtain your permission before carrying out this examination You will be offered a chaperone.
  • At all times we will respect your privacy during the examination and while dressing and undressing.

Your doctor and the nursing staff will be happy to discuss any concerns you have about this.

Private Medical Examinations

Medical examinations for special purposes such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.

These examinations do not form part of NHS Services, you will be charged for any such examination. Please check the fee chargeable when you require to arrange any such examination.