Appointments

Urgent appointments

In order to reduce the number of patients who fail to attend, the majority of our appointments are book on the day.

To request an urgent appointment for today or tomorrow (Monday to Friday):

use our appointment request form, Monday to Friday from 8am to 1pm. We will respond within 4 hours during opening times.

  • phone us on 020 8739 1977, Monday to Friday from 8am to 6.30pm (closed for lunch between 1pm to 2pm) if forms are inaccessible.
  • visit the surgery and speak with a receptionist, Monday to Friday between 8am to 6.30pm (closed for lunch between 1pm to 2pm)

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.

Routine appointments

To request a routine appointment in the next 7 days:

  • use our appointment request form, Monday to Friday from 8am to 1pm. We will respond within 2 working days during opening times
  • phone us on 020 8739 1977, Monday to Friday from 8am to 6.30pm (closed for lunch between 1pm to 2pm)
  • visit the surgery and speak with a receptionist, Monday to Friday between 8am to 6.30pm (closed for lunch between 1pm to 2pm)

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.

  • Please aware that our telephones tend to be busiest between 8am and 9.30am Monday to Friday so you may find it more convenient to call later in the day.

Your appointment

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

  • by phone
  • face to face at the surgery
  • on a video call
  • by text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

We can also make booked telephone appointments for you to speak to one of our health professionals. Please give the receptionist a brief explanation of your medical need and we will endeavour to accommodate you appropriately. A clinician will be able to assist you over the telephone with test results and medication queries. Telephone consultations are not suitable for diagnosis and a face to face appointment would be recommended this.

Clinicians will only call you once. If you are not available to take the call at that time then it is for you to call the surgery to try and speak to the GP if they are free or book an alternative appointment.

As we operate a call-back system, should one of our clinicians need to call you back we need to have a number we can contact you on. Additionally, if we can’t get in touch with you by phone and we need to inform of you of matters to do with your health (e.g. hospital results) please ensure you provide us with up-to-date contact details.
Our standard length of appointment is 10 minutes for one patient and one condition. Whilst our clinicians will do their best to deal with your health issues in the time they have available, this isn’t always possible. If you do have a number of queries that you need to discuss, please request a double appointment at the time of booking.
If you arrive more than 10 minutes late for your appointment you may not be seen by the doctor. It is at their discretion if they will still see you.

The receptionist will message the doctor who will advise the receptionist of what to inform you. You may have to rebook another appointment or the doctor, time allowing may agree to you waiting until the end of their surgery session to see you then.  

Cancelling or changing an appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. 

If you fail to notify the practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters may be removed from the Practice list. 

To cancel your appointment:

  • use your NHS account (through the NHS website or NHS App)
  • using the GP online system – AccuRx
    – This can only be used if your appointment has been arranged for more than 24 hours in advance (excluding weekends and public holidays).
  • phone us on 020 8739 1977, Monday to Friday from 8am to 6.30pm (closed for lunch between 1pm to 2pm)
  • reply CANCEL to your appointment reminder text message

If you need help 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, face-to-face, by video call or by text or email
  • if you need an interpreter
  • if you have any other access or communication needs
Kingston Interpretation Service (KIS) can support you to communicate more effectively with customers whose first language is not English through the provision of language support services.

Contact Kingston Interpreting Service (KIS)
Address: Guildhall 2,
High Street,
Kingston upon Thames,
KT1 1EU
Tel: 020 8547 5822
Email: [email protected]
Kingston Interpreting Service Website

Home visits

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit please consider the following key points:

  • You must call Reception before 10am to request a home visit.
  • You may received a telephone call form the GP as it maybe that your condition can be dealt with by telephone.
  • Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.
  • Please ensure you provide suitable contact details to enable the doctor to schedule house calls.
  • You can also be visited at home by a community nurse if you are referred by your GP.
  • Home visits are only available for patients who are housebound because of illness or disability.

Please remember that several patients can be seen in the practice in the time it takes for the GP to make one home visit.

Extended Hours

We operate extended hours from 18:30 – 20:00 on a Wednesday and Thursday evening. Call the surgery to book and appointment or use Online access.

Kingston CCG is increasing primary care access on evenings and weekends to patients in the Kingston borough. Patients in Kingston will now have access to extended primary care services from Surbiton Health Centre, Kingston Health Centre and Merritt Health Centre.

Having greater access to primary care services will provide patients with timely access to the right care.
Kingston provides access to primary care services 8am to 8pm, 7 days a week.

Surbiton Health Centre – extended appointments available between 18:30 – 20:00 Monday to Friday and between 08:00 – 20:00 Saturdays and Sundays.

Kingston Health Centre – appointments available between 18:30 – 20:00 Monday to Friday and between 08:00 – 20:00 Saturday and 80:00 – 14:00 Sunday.

Merritt Health Centre – appointments available between 18:30 – 20:00 Monday to Friday and between 08:00 – 14:00 Saturday and Sunday.

For evening appointments, please contact your own GP surgery before 5pm to make an appointment.
For a weekend appointment please call 020 3841 9942.
Teddington Memorial Hospital – urgent treatment centre will offer advice and treatment for adults and children with minor injuries or illnesses.

Teddington Memorial Hospital,
Hampton Road,
Teddington,
TW11 OJL

Opening hours will be 8am to 8pm, 7 days a week, which is line with other urgent treatment centres.
After 8pm please call NHS 111 – you can call NHS 111 at any time to find the right care for you.

Bookable appointments will be available alongside walk in for adults and children who may need urgent treatment.

We are increasing the flexibility of the service, which will be run by GPs and nurses, with other healthcare professionals. They will offer advice and treatment for adults and children with injuries or illnesses that are urgent but not life threatening
The urgent treatment centre will combine the current walk in centre with an extended hours GP service, based in the same location. Combining the two services will result in improved GP cover, resulting in better care for patients

Practice Facilities

Our self check-in screen is situated on the right hand side of the main Chessington Park reception desk. 

If you are attending the surgery for a GP appointment then please use this so your GP is made aware promptly of your arrival, saves you having to queue and reduces congestion at the reception desk. 

It also leaves the reception team available to answer telephone calls. You will need to enter your date of birth and gender.

Please note that if you are late for your appointment time, the check-in screen will not permit you to check in and you will need to speak with a receptionist about the Practice’s Late Policy.
We have baby changing facilities and a quiet room is normally available for breastfeeding mothers although we have no objections to breastfeeding in the waiting room.

Parents/Guardians: Please note you are responsible for your child/children whilst at the surgery. Children are not to be left unattended whilst at the surgery. Staff are unable to supervise your child/children on your behalf.

Do you think you condition is contagious to other?
If you or your child has a rash or other infectious complaint we have a separate waiting area (please inform the receptionist when booking your appointment or on your arrival).