Important: Important Patient Alert: Beware of Scam Calls/SMS messages
We have been made aware of a scam targeting patients registered with GP Practices. A patient in the Cheshire and Merseyside Region reported receiving a phone call with an automated message claiming to be from their GP Practice.
Important information about changes:
In order to best manage the current demand for GP Appointments, we request that patients wishing to see a GP for a routine problem complete an eConsult which are available Monday to Friday from 8am. Due to the current demand, we have increased the number of eConsults available, however when we reach capacity, eConsult will switch off. We need to ensure that our GPs are clinically safe and working within safe limits.
All requests will be triaged by a highly qualified GP and you will be offered an appointment with the most appropriate clinician for your health needs. This may not always be a GP, our wider team consists of First Contact Physiotherapists, Clinical Pharmacists, Paramedics and Mental Health Practitioners. We are also able to book appointments with GPs outside of our core hours with our extended access service.
For urgent medical problems please contact the surgery by telephone or in person. You will be asked for some details of the problem so the GP can triage appropriately. You do not have to give any details to our care advisors, however this may result in a delay to you being seen. If when triaged your problem is deemed not to be urgent, it will be downgraded by the GP and you may be asked to complete an eConsult.
Practice Nurse and Health Care Assistant appointments can be booked directly with the practice by telephone or by calling into the surgery at either Lakeside or Grappenhall.
Changes to eConsult
From Monday 6th October 2025, eConsults will be available Monday to Friday from 8am.
Urgent medical problems
For urgent medical problems please call the surgery or visit in person and speak to one of our patient advisors who will take a brief history of the problem so that the doctor can triage your request appropriately.
We appreciate that these changes may not suit all our patients, but we are doing our best to deal with the current and unprecedented demands on the NHS.
We are aware of the long wait getting through on the phone, this is not because we are not answer the phone, it is because of the high demand but our staff are working extremely hard to answer all calls as quickly as possible, whilst still allowing each patient the time their call needs.
We thank all our patients for their feedback.
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Important Notice
We apologise for the delays patients are experiencing getting through on the telephone, there has been a huge increase in demand which is ongoing. Our patient advisors are doing their best to deal with all calls quickly to free up the lines and take more calls but they need to give each patient the care and attention they require. When you come into the surgery, you will not hear the phones ringing, this is because our staff wear headphones to answer your calls.
We understand that it is frustrating when there are delays getting through and when you can't get the appointment you want but it is never ok to take this frustration out on our staff. They are doing a really tough job in difficult circumstances. Please consider the feelings of the person you are speaking to before taking your frustration out on them. We have a ZERO Tolerance Policy for any abuse towards any member of our team.
Thank you for your patience and understanding and thank you to the majority of our patients who treat our staff with respect and kindness.
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