Appointments & Online Access



Access to the Practice will only be allowed for

 PRE-BOOKED appointments

  • No appointments can be booked at Reception
  • All enquires, requesting appointments and prescription queries are to be done over the telephone on 01354 661922
  • Please put Prescription requests in the box now located within the entrance lobby



  • Access is only for the patient booked in for the appointment; do not bring family or friends to the Practice. The only exception for this is if the appointment is for a minor or a carer is required.
  • Please arrive at the time of your appointment – we are trying to limit the patients in the waiting room, only come in at your appointment time.
  • Ensure that you use the hand gel before using the checking in touch screen


This is to protect all Patients and Staff at the Practice

Thank you for your patience understanding


Throughout the COVID-19 pandemic, we have remained open to patients.  We have offered appointments using new ways of working and new technology.  We have worked hard to make sure clinicians have remained available to speak to and to offer appointments to everyone who has needed them.

During this time we have continued to monitor the increase in demand on our GP’s and how we can manage and improve access to our clinicians.

With the support of the Riverside Patient Participation Group we will be introducing the

Advanced Nurse/Clinical Practitioner Assessment Service

At Riverside, we are very lucky to have a strong team of Advanced Nurse/Clinical Practitioners (ANCP’s).

ANCP’s are highly regarded members of the clinical team, educated to Degree/Higher Level Education or Masters Level in clinical practice.

ANCP’s have the freedom and authority to:

  • make autonomous decisions in the assessment, diagnosis and treatment of patients
  • are holistic practitioners, able to address nursing as well as medical needs
  • have the ability to ‘see’ the whole person, by caring, providing health promotion advice, assessment, diagnosis, referral, treatment and discharge

Due to the advanced medical and clinical levels of our ANCP’s we are implementing the new Advanced Nurse/Clinical Practitioner Assessment Service.  This will enable the practice to appropriately manage the significant increase in demand on GP appointments, whilst still being able to provide access to qualified clinicians.  This will allow the practice to make sure our patients are getting the medical care and support needed when attending the practice with the most appropriate clinician.

When patients contact the practice to make an appointment with a GP, they will be booked in with an Advanced Nurse/Clinical Practitioner.  The ANP/CP will assess the patients’ health care needs and will be able to make autonomous decisions in the assessment, diagnosis and treatment required for the presenting complaint.

Advanced Nurse/Clinical Practitioners can refer into Community Services, request diagnostic imaging such as x-rays/ultrasounds and refer into Secondary Care (Hospitals) if required. 

If, when seeing an Advanced Nurse/Clinical Practitioner they feel further investigation or support is required by a GP, the ANCP will have the ability to book an appointment with the patients named GP for further intervention.

We hope that by implementing the above Advanced Nurse/Clinical Practitioner Assessment Service, GP’s will have the time to support those patients requiring additional support for long term, high dependency medical and clinical needs.


Seeing the Advanced Nurse / Clinical Practitioner

Patient's with an acute or short term illness or flare up of a long term illness will be given an appointment with an Advanced Nurse/Clinical Practitioner.

Advanced Nurse/Clinical Practitioners will have access to support from the doctors at all times as needed. Where an ANP/CP is unable to deal with a presenting problem, they will refer the patient to their usual GP or the GP on site. General practitioners will continue to be available for treating patients who have complex or chronic health needs.

Our Advanced Nurse/Clinical Practitioners will be dealing with same day emergency appointments so when you call for an emergency appointment you will be seen by one of the Advanced Nurse/Clinical Practitioner Team members.

Please note that the Advanced Nurse/Clinical Practitioners cannot see children under the age of 6 months old or pregnant women for a pregnancy related problem, please therefore inform the receptionist at the time of requesting an appointment.

What is an Advanced Nurse/Clinical Practitioner?

Advanced Nurse/Clinical Practitioners are all trained specialist clinicians who have undertaken additional education in order to provide advanced nursing care and are able to prescribe.

Advanced Nurse/Clinical Practitioners can provide treatment and advice for many problems for which you may have seen a doctor for in the past.

If your appointment is directed to an Advanced Nurse/Clinical Practitioner they can assess and examine you, make a diagnosis and provide advice and treatment including a prescription if required. They can make referrals to hospital doctors or other health care professionals and admit patients into hospital when necessary.

They work closely with your GP and liaise frequently with them about your care.

Our Advanced Nurse/Clinical Practitioners can see the following conditions (this is not an exhaustive list)

  • Rashes
  • Shingles
  • Oral thrush
  • Acute chest infection
  • Dizziness, giddiness, unusual headache
  • Diarrhoea, constipation, piles
  • Vomiting
  • Urinary tract infections, cystitis
  • Vaginal thrush soreness, lump or discharge
  • Tonsillitis, earache, cough, swollen glands, sinusitis, sore throat, colds and flu like illnesses, raised temperature that shows no improvement after one week of pharmacy care/advice and home treatment.

There are also many other problems that the Advanced Nurse/Clinical Practitioners are able to help you with. For example menstrual disorders, unexplained weight loss, breast lumps, sexual health advice, change of contraception pill/method and depression.

Some patients, often those with complex and long standing medical problems may need an appointment with a doctor, however the Advanced Nurse/Clinical Practitioner is usually able to assess the situation and in some cases organise initial blood tests and other investigations prior to arranging an appoinment with your GP.

Advanced Nurse/Clinical Practitioners are experienced and highly skilled clinicians with advanced clinical skills to:-

  1. Take a full medical history, carry out physical assessments and examinations
  2. Make a diagnosis and carry out treatment, including the prescribing of medicines.
  3. Plan follow up treatment
  4. Refer patients, where appropriate

Advanced Nurse/Clinical Practitioners are registered nurses with further qualifications at an advanced level. They have at least a Degree in Nursing; or a Master's Degree in Advanced Clinical Practice.

All staff at the Riverside Practice are extremely supportive of the Advanced Nurse/Clinical Practitioner Assessment Service.

We hope that you find this new service will complement and improve the care that you already receive.


How To See The Doctor

If you are receiving ongoing care and have been requested to make an appointment with your GP, please telephone 01354 661922 to make an appointment. 

Every appointment is a ten minute slot. Whilst we endeavour to run all clinics on time, there may be occasions when the surgery is running slightly behind schedule. A clinician is not able to foresee what issues they will be presented with that day, and as such this sometimes leads to a surgery over running. The clinicians here are working very hard to ensure you are seen appropriately and we thank you for your patience during these times.

Please remember that an appointment is for one person only and is for one problem. Should you require to speak to a clinician regarding two separate issues, please inform a receptionist so they can offer you a double appointment.


Alternative service providers:

Minor Injury Units

  • Wounds, scalds, burns


  • Conjunctivitis, sticky discharging eye,

First Direct Physio - We now have Specialist physiotherapists working within the practice.  Appointments for the following conditions will be made      with our Phsysiotherapist.

  • Bone, Joint or Muscle pain

Appointments System

Please contact us on 01354 661922 or book online (registration is required for online services).

Subject to availability the following types of appointment are available:

  • Book in advance up to 6 weeks ahead by telephone or online
  • Book in advance up to 5 days ahead by telephone or online
  • Book on the day by telephone or online for more medically  urgent problems
  • In the event of a medical emergency you may be given an "urgent on the day appointment" if available, otherwise you will be directed to the most appropriate care provider.
  • Emergency contraception, please contact us immediately or contact the  local emergency contraceptive clinic.

Consultations with the Doctors, Advanced Nurse Practitioners, Practice Nurses and attached health professionals are by appointment only.

Appointments can be made by telephoning the surgery, calling at the surgery in person or online.

Appointments are for 10 minutes and for one person and one problem only.

Call Boards - The practice uses call boards in the waiting room to let patients know when their clinician is ready see them. If you have any difficulty seeing these messages please advise our reception team and we will make a note on your record so that the clinician knows they will need to come to the waiting room to ask you to go through.



Please attend your appointment on time, if you are late you may not be seen, this will be at the discretion of the clinician you are seeing.

If you are over 10 minutes late you may be asked to re-book your appointment.

Access to Booking Online

To use the Online booking system you will need to come in person with Photo ID and proof of address to apply for a username and password from the practice (for patients aged under 14 years and under we need to see parent/guardian ID.

This is to ensure we issue the correct log in details to the correct patient, thus protecting your medical records.


Video Consultations

Why is my doctor/ healthcare provider using it?

In response to the COVID-19 outbreak, it is safer for everyone to minimise face to face contact where possible. Because of this, video calls can play a useful role in helping keep everyone safe, whilst still providing care.

What if I still want to have a face to face meeting?

If you think there is something that they won't be able to see or do during this, or you are worried that a video call will not be sufficient, you should discuss this with them.

What if I still want to have a face to face meeting?

You don't need to download anything. You will receive an SMS text message with a link to click on, and you will be connected.

You will need: 

  • A smartphone, either with working Wifi/3G/4G connection
  • Your Internet Browser needs to have your phone's microphone and camera enabled (you can see how to alter this in your phone settings here)
  • iPhones running older software that has not been updated (iOS 12 and earlier) will need to download the Whereby app to join the consultation)

Is it safe and secure?

Yes. AccuRx take patient safety very seriously - it is at the forefront of everything we do. In order to offer this type of tool, we must prove that we meet numerous standards, which are outlined here.

Is it approved by the NHS?

We are NHS Digital approved. See the latest guidance from NHSX recommending the use of video consultations.

Can my video consultation be recorded? Will my data be stored somewhere?

A unique link will be sent to you for the video consultation. All participants are visible in the consultation, so no third party can 'listen in'. The video and audio communication of the video consultation is only visible to participants on the call, and is not recorded or stored on any server.


Urgent Problems & Telephone Consultations


If you need to be seen urgently, you will be asked to provide the Care Navigator with a brief description of what the problem is, so that you can be seen by the most appropriate clinician. If the doctor refers you for an outpatient appointment this may be booked using the ‘Choose and Book’ service. The appointment may be booked or requested during your consultation, at a hospital of your choice, or the secretary will contact you later to sort the appointment out.


Telephone appointments are now available for problems that can be dealt with over the telephone. If you would like to book a telephone appointments with a doctor, please phone the practice reception.

A telephone appointment will be made for you and the doctor will phone you back.

Please make sure that you provide the correct number to contact you on and that you will be available to take the call.



If you require an interpreter to attend with you when you see your doctor please notify the receptionist and she will arrange this for you.

Chaperones are available for all consultations, please just ask the clinician.

Home Visits

Home visits should only be requested for patients who are housebound because of illness or disability.

Please remember that such visits are for medical purposed only and not for social or personal reasons.

We ask that all patients attend the surgery if you can. 

In the time that it takes to see one person at home, the doctor could see between two and four patients at the surgery. Wasting time on unnecessary home visits can delay someone else getting, sometimes life-saving, treatment that they may need.

If you feel a home visit is necessary, please contact the practice reception on 01354 661922. If possible, please telephone before 10:30. Please provide the name, address and telephone number of the patient and the reason for the visit request.

A doctor may phone you back to ascertain the nature of the problem before deciding to visit. Sometimes the problem can be dealt with by alternative arrangements or advice.

If the doctor does not feel that a home visit is medically necessary, he may ask you to come to the surgery. This is because:

  • it may be possible to see you quicker at the surgery than if you were to wait at home for a visit.
  • there are better facilities for appropriate examinations and tests at the surgery.
  • it is much quicker for the doctors to see patients at the surgery, which means we can provide a better service to all our patients.

If you have requested a home visit and you are expecting the doctor to visit, please phone the practice reception again if no one has arrived before 15:00.

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

SMS text Messaging Service

We are now using Chain SMS to message patients!

Chain SMS is a system which allows us to easily send text messages to patients.‚Äč It means we can be much more proactive about some communications, messaging you quickly and securely, so you are not waiting around to hear from us!

Some examples of how we might use it...

  • Reminders or notifications (e.g. prescription ready)
  • Responding to simple queries (e.g. if you had a quick question about your medication)
  • Letting you know we tried to call  
  • Sending you advice at the end of a consultation

Everything we send is saved to your medical record.

The practice name will always be at the bottom of the message. You won't be able to reply to them. Please help us to help you by keeping your number up to date. If you don't want us to contact you in this way please let us know.

**Update your mobile phone number if you want us to contact you**

For more information on the GP IT system suppliers please click on the following link

Cancellations & Reminders

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow for the 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 text message or letter informing you that you "did not attend" (DNA) your appointment. Persistent defaulters maybe removed from the practices list.

You can also cancel appointments online if registered with SystmOne Online.

Teaching Practice

Medical students and student Nurses attend the practice from time to time and we hope you will help us to help them learn about general practice.

You will be informed of their presence in advance and if you do not want them to be present at a consultation, your wishes will be respected. This will not affect your treatment in any way.

Opening Times

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