Please be aware that your doctor is only able to safely and thoroughly manage ONE problem in a single appointment. If you have more than one problem, we will ask you to prioritise the most important issue, and then book a second appointment for the other issue.
Thank you for your understanding.
Our appointment system means patients only need one online login for booking appointments and ordering prescriptions. Please sign up to Patient Access by speaking to one of our patient service coordinators today.
Appointments can be made by telephoning or calling at the surgery during surgery hours. Please remember an appointment is for one person only and a separate appointment should be made for any other persons attending for consultation.
If you cannot keep an appointment please inform us as soon a possible so it can be offered to another patient. We encourage patients to see the doctor they are registered with if at all possible so that continuity of care can be given.
The demand on appointments has increased significantly and consequently the next "routine" appointment may not be for several days. To address this problem we have introduced same day access to a Duty Team.
This is how it works:
Please continue to ring your surgery to book a routine appointment for a consultation with your GP.
If you think that you need to be seen sooner than the next available appointment offered, you will be put on the Duty Team list, you will be asked by the receptionist what your symptoms are. This is not because they are being nosey, it helps the triage* nurse or doctor prioritise their calls.
The Duty Team consists of a Nurse Practitioner (Senior Triage Nurse) and a doctor who may be working from either Hook or Hartley Wintney surgery. All doctors from both Hook and Hartley Wintney undertake this duty in turn.
The senior triage nurse or the duty doctor will ring you to discuss your problem and decide with you when/where you should been seen. This may mean that they book you an appointment with your own GP at a later date or they may ask you to attend either Hook or Hartley Wintney Surgery on the same day and they will give you a time to do so.
Please only use this service when your problem cannot wait until the next routine appointment available and remember that it is likely that the doctor will only deal with the immediate problem.
*Triage is the process of determining the priority of patients' treatments based on the severity of their condition. The term comes from the French verb trier, meaning to separate, sift or select. Triage helps determine the order and priority of urgent treatment and is used by hospitals and GP surgeries when resources are insufficient for all to be treated immediately.
If possible please try to telephone reception before 10am if you require a home visit.
A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance.
House 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 that it takes to make one home visit. There are also better facilities for examining and treating patients at the Surgery.
You are entitled to have a chaperone present for intimate examinations or procedures.
It is Practice policy for a chaperone to be present for all intimate examinations and procedures where the clinican is of a different gender to you & for you to be offered a chaperone even where the clinican is of the same sex.
You are entitled to decline a chaperone but in certain circumstances the Doctor or Nurse may feel a chaperone is essential – in which case reasons for this should be discussed with you and alternative arrangements made if you are not happy to proceed.
The Doctor or Nurse should explain to you why the examination or procedure is necessary and what it involves.
You should be given privacy whilst dressing and undressing.
You are entitled to have a chaperone of your own gender if you prefer this. If this is not possible at the time you will be asked to reschedule the examination at a time when this can be arranged.
It would help if at the time you book your appointment you ask the receptionist to highlight that you would like a chaperone present.
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.
You can cancel your appointment by calling us on 01256 762125 or if you have received an SMS reminder you can reply CANCEL and this will automatically cancel the appointment on our system.
Please DO NOT use our contacts form to book, amend or cancel an appointment as this may not be checked daily.
We have a texting service which allows you to receive confirmation and reminders about your appointments. You will be automatically signed up to this service, unless you tell us you would like to opt out. You can opt out by using our Contact Us form or by giving us a call.
Please be aware that there is support available in the local areas that provide transport irrespective of age to anyone without transport who needs to get to any medical appointment.
Hook Care Group
07745 691900
Line is open 9am-5pm Monday-Friday. The mobile has a facility to leave a voicemail message.
Hartley Wintney Care Group
0845 519 0855
Line is open 9am-5pm Monday- Friday
Other local transport groups that are available that may not be in the catchment areas for the Hook and Hartley Wintney Care Groups include:
Odiham Voluntary Care Group’s: 07551 587862
Old Basing & Lychpit Good Neighbours: 03330 440116