21st March 2023. Our appointment system is changing
Why? The current demand for appointments is higher than we are safely able to provide. This means that some patients with urgent health concerns may be waiting longer than we would like for clinical assessment.
How? We currently offer a significant number of same day appointments to those without urgent clinical need. This works on a “first come -first-serve”-basis and can fill up extremely quickly.
The Future To ensure those with the most needs receive timely and appropriate care we will only be offering same day appointments to those with clinically urgent need. This means that if you call with a less urgent need, you may not be offered a same day appointment. We are increasing the number of pre-bookable sessions each of our clinicians have available to reduce waiting times.
What difference will you see? When you call to request an appointment, our trained patient navigators may ask you some clarifying questions about your problem. These answers are confidential and enable navigators to offer you the most appropriate appointment for your need. You may be asked to wait for a routine appointment if your clinicial need is not urgent for example; non urgent test results, routine medication reviews, letter requests and ongoing health concerns that are not acute.
More face to face appointments We are increasing the number of same day (urgent) and pre-bookable face to face appointments with our clinicians. This means that you will have the option of face-to face or telephone appointments. This will increase efficiency and reduce duplication. It will also reduce the frustrations with telephone calls (missed calls)
How to book an appointment. You can do this by: Calling between 8.00am-10.30am for problems you feel are clinically urgent. Calling after 11.00 for problems that are not clinically urgent. Our telephone number is 02920 483126
Zero Tolerance: Please note: we are receiving a number of abusive phone calls every day. This is NOT acceptable and WILL NOT be tolerated. Please be aware all telephone calls are recordeded both inbound and outbound. Anyone attending the surgery who abuses the staff, GPs or other patients will risk removal from the practice list .
If you require medical advice and or treatment when the surgery is closed between 6.30 pm -8.00 am and you are unable to wait until the practice opens then please contact the NHS helpline by dialling 111 or 999 in the case of an emergency
If you cannot keep an appointment please inform us as soon as possible on 02920 483 126
Online appointment booking facility has been suspended , walk in remains suspended.
Common Minor Ailments -If you suffer from a minor ailment then, rather than an appointment with your GP, you could consult your local pharmacist under the ‘Choose Pharmacy Common Ailments Service’. This builds upon their expertise allowing community pharmacists to offer some treatments free of charge to eligible patients on the NHS. Community Pharmacists can already advise patients on a wide range of minor ailments and either recommend treatment or refer on to another healthcare professional. Using the common ailments service as a first point of call for your health consultation will help to reduce the demands on GP services. You can still access advice and treatment for common ailments from your local pharmacy –
Please request any house-calls before 11am, you will receive a call from a doctor to assess your requirements. House-calls are reserved for patients who are genuinely housebound.
Reception opening times –Please note our phones lines are open at 8am. Reception desk opens at 8.30am. March 2024 -Please note our shutters will close at 6pm and we remain contactable via the phone during the hours of 8.00am to 6.30pm. We will be open through the day and no longer close at lunchtime.
| Monday | 8:30am | 6:30pm | |
| Tuesday | 8:30am | 6:30pm | |
| Wednesday | 8:30am | 6.30pm | |
| Thursday | 8:30am | 6:30pm | |
| Friday | 8:30am | 6.30pm |
Out of hours
When reception is closed, the telephone is diverted to a medical answering service or the out of hours service. The Local Health Board Out of Hours Service for urgent and emergency matters operates from 6.30pm to 8am weekdays, all weekends and bank holidays. (and on staff training afternoons).
My Health Online
My Health online is an NHS online system that allows patients the you to book appointments and order repeat prescriptions online. Click here to read about how to register for My Health Online
The nurses/HCA, operate by appointment only. Please indicate to the staff what your needs from the nurses are so that they can make an appointment for the correct length of time.
Repeat Prescriptions
Patients needing repeat prescriptions will have a tear off order slip. Please submit this to reception, indicating which items are needed. Please allow a minimum of 3 days (72 hours) before collection. Please take note of messages and review reminders on the repeat order slip as medication marked out of issue may take considerably longer to re-authorise. Please note we DO NOT take repeat requests over the telephone.
Health Visitors
We have Flying Start and generic health visitors attached to the practice. The health visitor is present from 11.30-13.30 on Tuesday for weighing babies and advice. They provide support to parents and also monitor the growth, wellbeing and development of children.
Midwife
Midwives are attached to the practice, Fiona Gillespie and team run an antenatal clinic every Tuesday morning from 9am-11am.
District Nurses
A team of district nurses provide nursing support to patients at home.
For Results:
Please telephone for results AFTER 2pm for results Monday to Friday.
In addition to normal surgery there are specialised services held at Butetown Medical Practice
| Child Health (baby clinic) | Tuesday 11am-1.30pm |
| Community Addiction Unit | Monday |
| Midwife | Tuesday and Wednesday (Wed appointments made by midwife) |
| Health Visitor | Tuesday |
| Phlebotomy | Thursday 8.30-11.30am |
| Emotional Wellbeing Service | Tuesday 3.30-6.00pm |