Appointments

We run all our surgeries by an appointment only system. Appointments can be booked by telephoning the surgery on 01829 732401 and select option 1, on-line or you may call in to the surgery.  You can view our Surgery Timetable for all our Doctors availability.  The reception office is open Monday to Friday 8.00 am to 6.30 pm.  Please try to ring between 8.30-9.00 am if you require an appointment on the same day.  If your problem is not urgent and you require a routine appointment we ask if possible that you ring between 1.00-3.00 pm when the phone lines are quieter.  We try to make sure you see the doctor of your choice but if they are not available we may ask you to see another doctor.


If your condition is urgent you will always be seen by a Doctor or the Nurse Practitioner on the same day.  To enable us to do this it is important that you do not book an urgent appointment unnecessarily.


Our Advanced Nurse Practitioner is qualified to assess your condition, diagnose, prescribe medicine and refer you for further investigations.  She can also advise you on other aspects of your care.  Her role is similar to that currently provided by your GP.  When contacting the surgery for an urgent appointment, you may be offered an appointment with our Advanced Nurse Practitioner, however, should you wish an appointment with your usual GP, this can be arranged, although it may not necessarily be the same day.


Routine GP appointments have a 10 minute allocation and a nurse appointment is 15 minutes, which includes time for recording the consultation. Please help us to run on time wherever possible by booking one appointment for one person for one problem.  If you need another member of your family to be seen, or have several non-urgent problems, please make separate appointments.  Please read our information leaflet on getting the most out of your consultation which is the British Medical Association’s (BMA) Doctor Patient Partnership advice on using this time effectively.


Please arrive promptly for your appointment.  If you cannot keep your appointment please let us know as soon as possible so we may offer the appointment to another patient.


Home Visits – if you are too ill to come to the surgery and you require a home visit, please call the surgery before 10.00 am so that the Doctors are able to plan their visits.  Please give a brief explanation to the receptionists about your illness. This will help the Doctors see the most urgent cases first.  Home visits take up much more of a Doctor’s time than a consultation in the surgery, so if you are mobile please come in to the surgery to be seen.  We would request if the patient and/or any resident of the property smokes, that they refrain from doing so for at least an hour before and during the visit.  Our clinicians should only expect to work in a smoke free environment.

** Please note that when a patient is discharged from hospital the Doctor does not routinely make home visits.  However, if you have problems or become unwell following discharge we advise that you seek medical attention straight away.  Please ring the surgery for an appointment to see a Doctor or to request a home visit if you are unable to get to surgery because of your illness.


GP Extended Hours Service – If you would like a routine appointment outside of normal surgery hours if you find it difficult to attend the surgery during the working week, you can access the GP Extended Hours Service for an appointment to see another GP, Practice Nurse, Physio First Service or Phlebotomist at one of the following locations:

Tarporley War Memorial Hospital:
Wed, Thurs & Fri 6.30 pm – 8.00 pm
Sat & Sun 1.00 pm – 6.00 pm
Bank Holidays 1.00 pm – 6.00 pm

Countess of Chester Health Park – 1829 Building:
Mon-Fri 6.30 pm – 9.30 pm
Sat & Sun 9.00 am – 2.00 pm
Bank Holidays 9.00 am – 2.00 pm

Ellesmere Port Cottage Hospital:
Mon-Fri 6.30 pm – 9.30 pm
Sat & Sun 9.00 am  – 2.00 pm
Bank Holidays 9.00 am – 2.00 pm

Helsby Health Centre:
Mon & Tue 6.30 pm – 8.00 pm

Laurel Bank Surgery, Malpas:
Mon & Thurs 6.30 pm – 8.00 pm
Sat 9.00 am – 12 noon

Neston Surgery (Mellock Lane):
Mon & Thurs 6.30 pm – 9.00 pm

These appointments can be booked up to 2 weeks in advance.  We can make the appointment for you or alternatively please ring the Extended Hours Service on 0300 123 7740 and select option 3.  This service is delivered by Cheshire & Wirral Partnership NHS Foundation Trust and the call centre is operational from 8am to 8pm 7 days a week.


Physiotherapy First Service is a direct access physiotherapy service where patients can contact reception for an appointment to see a highly specialised musculoskeletal physiotherapist instead of the GP for a variety of conditions including neck and low back pain, sciatica and trapped nerves, knee, ankle sprains, foot pain, arthritis, tennis/golfers elbow, wrist or hand pain, shoulder pain (eg frozen shoulder, rotator cuff conditions).  Please click here for further details.

Physio First Poster


We use a patient “calling system” in the waiting room.  The Doctors will “call” patients from their room using a screen in the waiting room.  When the Doctor is ready to see their next patient the screen will beep and the name of the patient will appear, with the name of the Doctor they are seeing and the room number to which they are to go to.


Illnesses are not predictable and urgent calls can upset the best appointment system – please be patient.


All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required.  This chaperone may be a family member of friend.  On occasions you may prefer a formal chaperone to be present i.e a trained member of staff.  Please let our receptionists know if you would like a chaperone.  Please click here for further information.


Staff manning our reception and telephone lines are fully trained to ensure that high levels of patient care are met.  Some of their responses to your requests may frustrate you but they are only trying to gain information to route your query correctly.  This may be offering you an appointment with the appropriate person or asking our Nurse Practitioner or duty doctor to call you back.  All our staff are duty bound to honour patient confidentiality.  Please be patient and courteous to the receptionists who are often under considerable stress.  The times it is most difficult to get through to the surgery are the times it is the busiest.


Dental problems – If you have toothache or a dental problem, please contact your Dentist.  GP’s have no extra training or expertise in dentistry.  Your Dentist has the same obligations as we do for seeing their patients as an emergency or out of hours and should provide you with contact details.

Emergency Dental Care Leaflet


Telephone Appointments
You can now ask for a telephone consultation with a Doctor.  If this would be more convenient for you please contact reception to arrange this.


Missed Appointments

Missed appointments or “did not attend” (DNA) appointments are those appointments that have been “wasted” as the patient did not attend and did not let the surgery know they would not be coming.  This “wastage” is not just an extra cost to the NHS but also means someone who needed an appointment could have used it.

As a Practice we have traditionally had a low rate of DNAs but it is one that is increasing year on year. We would therefore ask if you know you are unable to attend your appointment for whatever reason you let us know as soon as possible so we can cancel your appointment and make it available for another patient. If you have made an appointment using our on-line service you can cancel and re-arrange appointments on-line too.


A day in the life of a GP

Please click here to read all about a day in the life of a GP.