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We operate a Total Triage system, this means when you contact us you will be added to a list. Your call will be triaged and be given to the most appropriate clinician who will then be in contact with you. If it is deemed appropriate and your GP is working that day, you will be put onto their call list, meaning they will call you back that same day and, if necessary, will then arrange any face-to-face appointments, tests, referrals or book you with another clinician depending on the need. GP working days can be found on our website.

If you call on a day when your GP is not working, your call will be triaged by one of our experienced Acute Care Team who will assess the most appropriate option for you depending on the clinical need. This could be a call back with your GP when they are next in if the issue can wait, or they may book you in with another clinician, or alternatively they may direct you towards other services such as a pharmacy or the urgent treatment hub.

Our phone lines are open 08:00-18:30 Monday-Friday. Between the hours of 08:00-12:00 we take both urgent and routine calls. After midday we request that you contact us for urgent matters only. One exception to this is we ask you to contact us for test results from 14:00, in order for us to be able to deal with the higher volume of appointment requests in the mornings.

For routine Nurse & HCA appointments such as dressings, injections and blood tests, you can contact us anytime whilst we are open.

We accept urgent appointments by contacting us via telephone on the day 08:00am -6:30pm Monday-Friday, capacity dependant.

If you consent to receiving text messages and we have your mobile phone on record, you will receive an appointment reminder text message 24 hours before, this message allows you to cancel the appointment if no longer needed, you can also call us or pop in to the surgery.

If you need to change an appointment you will need to speak to us, you can do so either via telephone or by popping in Mon – Fri between 8am and 6:30pm.

From our website home page you can access some of our services online, including requesting a telephone appointment, ordering a prescription, requesting a sick/fit note and you can submit administration queries.

Home visits can be arranged for patients who are housebound because of illness or disability and live within our practice boundary, please try to telephone reception before 10am if you require a home visit.

A clinical practitioner may phone you back as it may be that your problem can be dealt with by telephone advice.

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at our Surgeries.

If you are an out of area patient and may require home visits we recommend you register with a practice closer to home to facilitate this service.

Please see further information about housebound status on the following page: https://www.swanmedicalgroup.co.uk/medical-services/home-visits/