Appointments/Home Visits/Telephone Advice

Appointments Line: 0117 970 9505

 Lines are open from 08:00 to 18:30 Monday - Friday 

When speaking to our Receptionists you may be asked for information regarding your symptoms, this is so the on-call Doctor can assess the urgency of the problem. Please be assured that all information will be handled with sensitively and confidentiality

Book Appointment Online

 * Due to the merger of the Patient lists within the The Downend Health group, from the 11th June 2018 if you have already registered for Patient access, you will lose the ability to book appointments, view future appointments and order repeat prescriptions on-line.  You will have to visit the Reception desk after 4th July 2018 to re-register.  We thank you for your co-operation and appreciate your patience.

* The Willow surgery are not accepting new requests for patient access - please apply with two forms of identification after the 4th July 2018

Appointments during June 2018

In preparation for the merging of the computer systems within The Downend Health Group, the advance booking of appointments in June will not be as flexible as we would like.  Until further notice you will be unable to book a Doctors appointment in advance.  We request you contact us at 8.00am and 1.30pm when our Reception team we will work with the limited availability to book a routine same day appointment. On both the Friday (22nd June) and the Monday (25th June) we will be dealing with emergency appointments only, this is due to the lack of computer access and the inability of our clinicians accessing patients records.  From Tuesday 26th June, will will be offering a phased release of appointments across both sites - Thank you for your understanding during this transitional period.

Urgent Appointments

The Downend Health Group 'Willow surgery' now have an 'Emergency care team which consists of the On call G.P, two emergency care practitioners (Paramedic Practitioners) and the Nurse Practitioner - They will all work closely to provide the best level of care for immediate 'on the day' urgent conditions - Our Reception team will advise if you have been booked with one of our emergency care practitioners or Nurse practitioner - The Paramedic and Nurse Practitioners will provide a full clinical assessment and will be able to organise a prescription or onward referral if needed.

Any urgent medical problems which cannot wait for a routine appointment will be seen in the morning duty surgery and will involve a 'sit and wait appointment' - you will be given a time slot, however due to the nature of the 'on call' surgery the Doctor or Emergency care Practitioner may have to deal with telephone calls from other health care professionals and this will an impact on your given time.

There are a limited number of on the day appointments, and these are released at 8.00am each morning - once these are full you will be asked to call back the following day - our Receptionists will try to assist and offer suggestions or alternatives.

At the Doctors request, our Reception team will ask for a brief description of your problem, which will enable our Emergency care team to prioritise.

Please be advised that there is no choice of Doctor for same day appointment requests, you may have to wait when you get to the surgery due to the complexity of some conditions, or if the doctor is called out for an emergency.

If you do feel that you will need a same day appointment, please help us by contacting the surgery as soon as possible that morning.

We no longer offer an afternoon duty surgery, however if you feel you need to be seen as an emergency then our Receptionists will try to assist where possible.

Routine Appointments

Due to the merging of the computer systems within The Downend Health group, we will shortly be changing our appointment system - unfortunately there will be a short period where we will not be able to offer appointments as we would wish - We thank you for your understanding during this time.

All Doctor appointments are 10 minutes in duration and we are grateful to patients to be mindful of this.  If there are several things you wish to discuss with the doctor, perhaps request a double appointment?

You are able to book these in advance and, availability allowing, we will always aim to give you a choice of which GP you would like to see.

We offer weekly extended hour surgeries for both Doctors and Nurses which have scheduled appointments up to 19.00 hours.  These appointments however are extremely popular and you may have to wait a number of weeks to obtain a time of your choice.

Please be advised that an appointment with the GP is not required to collect routine test results which can be obtained directly from a member of the practice support team. 

Telephone Advice

Some problems can be dealt with over the phone. If you need medical advice and do not feel that this needs you to visit the surgery, please speak to one of our reception team who will be happy to take a brief outline of the problem and then arrange for someone to call you back.  These are scheduled appointments and the Doctor will call on the date and as close to the time agreed. 

Home Visits

Home visits are only for housebound patients and those currently too unwell to come to the surgery. This is because once travel time and other factors are taken into consideration, each patient home visit takes, on average, the same amount of time as that required to see 3 or 4 patients at the GP surgery. Because of this, our doctors will often phone you before any home visit request is agreed. This is to see if your problem can instead be resolved over the phone,  or if alternative arrangements are more appropriate such as a visit from an Emergency Nurse practitioner.  

To request a home visit you must please contact the surgery before 12 noon. Requests received after this time are not usually actioned until the next working day so if you are seriously unwell and do not feel that your problem can wait please speak to reception for advice and assistance.  

In 2017 we welcomed two Paramedic Practitioners to the team,  they will be dealing with urgent recently presented medical conditions and will be able to respond in a quicker manner rather than waiting for a GP during the lunch time period.

Out of Hours

When the surgery is closed, out of hours care is provided by Brisdoc GP service, contactable by phoning NHS 111- please follow this link for further details.

Missed appointments

We know it can be frustrating when there is a wait to see your GP or nurse. Unfortunately however this is exacerbated because every day there can be a large number of appointments that are wasted because the person who has booked them does not turn up. 

During February 2018, for example, the total wasted appointments equated to a massive 16.5 hours of Doctors time!

Please help! If you no longer require your appointment, please do not forget to let reception know so that it can be offered to somebody else.  



Help with Online Appointments

We will not be accepting new requests for on line access until after the 4th July 2018 + All existing Patients will have to re-register after this date - This is due to the merging of our computer systems

The Downend Health Group 'Willow surgery' after the 4th July 2018 will let you book your appointments online. To register to use this service, we ask that you visit the surgery with two documents, one showing proof of address (e.g utility bill, bank statement etc) and an item of photo ID (e.g passport, driving licence, bus pass, official employment ID). This is to comply with the data protection act. No one else can register on your behalf. 

You will then be given a registration form and we'll give you the details required to create your account. When you have an account, just click on the 'Book Appointment Online' link above. Only available appointments will be shown. Please remember to cancel any appointments you can't attend either online or by phoning the appointment line 0117 970 9505, thank you.

If you need a longer appointment don't book online, but instead phone 0117 970 9505. Examples of such appointments include contraceptive implants and coils insertions and removal, joint injections, occupational medicals, minor surgery, post natal checks and smears.

Still unsure? Get in touch.