Routine and acute illness appointments
We offer several ways to contact us depending on whether your problem is routine or urgent. Please read the sections below to make sure you get the right care as quickly as possible.
Patients requesting urgent clinical appointment or reviews should do so by attending the practice in person or by phone. Acute or urgent appointments are for problems that need medical advice on the same day.
Examples include:
- Sudden illness or worsening symptoms
- Infections (e.g. fever, chest, urine, skin)
- Severe pain
- New symptoms that cannot wait
How to contact us for urgent problems:
- Call the surgery as early as possible in the day
- Your request will be triaged by a clinician
- You may receive:
- A same-day phone call
- A same-day face-to-face appointment
- Advice or referral to another service
Please describe your symptoms clearly so we can help you appropriately.
Routine appointments are for problems that are not urgent and can safely wait a few days.
Examples include:
- Long-term condition reviews (e.g. asthma, diabetes)
- Medication reviews or repeat prescription queries
- Ongoing symptoms that are not getting worse
- General health concerns
- Fit notes (sick notes)
- Preventive care and health advice
How to book a routine appointment:
- Online: Book via our online system or NHS App
- By phone: Call the surgery during opening hours
- In person: Speak to our reception team at the desk
We will respond to online requests the same day. You may also contact 111 for advice, or 999 in an emergency.
You can also request an appointment (Monday to Friday) during opening times by calling our reception team 01242 519049. Our reception team may advise that you complete an online triage form, as this helps us fairly prioritise problems and ensures patients get the right care, from the right person, at the right time. If you cannot complete an online form, our team will be happy to do this for you; just let them know.
Enhanced Access appointments
Our practice is part of a small group of practices called a Primary Care Network. This group of practices works together in a number of ways, including providing additional appointments to all their registered patients.
The practices in the Cheltenham Central Primary Care Network (PCN) are:
• Berkeley Place Surgery
• Overton Park Surgery
• Royal Crescent Surgery
• Underwood Surgery
• Yorkleigh Surgery
Enhanced Access
We are here for you evening and weekends and we want to make it easier for you to get an appointment at a time that suits you. Evening and weekend appointments are available for our patients, in addition to our normal opening hours. The clinics have been designed to meet the needs of the patient population, and are regularly reviewed.
Who can access these appointments?
Anyone registered with the GP Practices in the Cheltenham Central PCN
Who will I see at my appointment?
Patients can expect a high-quality service from a team of dedicated and professional staff including GPs, Advanced Nurse Practitioners, Practice Nurses and Phlebotomists.
When are appointments available?
Enhanced Access appointments are available from 6:30-8pm on weekdays, and 9am to 1pm on Saturdays.
How do I make an appointment?
Please speak to the receptionist of your registered GP Practice who will offer you the best option to meet your needs, including these clinics.
Please note there will be no telephone access after 6:30pm on weekdays.
Where will I be seen?
You may be offered a face-to-face appointment at your GP practice, or another GP practice in our PCN. Appointments may take place by phone, face depending on your clinical need.
The Enhanced Access service is not suitable for:
• Issues better managed by your usual GP where continuity of care is important
• Repeat prescriptions
• Complex or urgent mental health needs
• Travel medication
• Requests for controlled drugs (e.g. opiates or benzodiazepines)
Specialist Enhanced Access Clinics
As part of Enhanced Access, a range of specialist clinics are available for local patients, including:
• Musculoskeletal (MSK) Clinics
Dr Tom Jenkins is a Musculoskeletal Specialist GP, and his clinic focuses on early diagnosis and personalised treatment for improving mobility and reducing pain. Where clinically appropriate, he undertakes joint injections within the clinic. These clinics complement the First Contact Practitioner (FCP) Physios. The FCP Physios work across the Practices as the first point of contact for musculoskeletal conditions.
The MSK Clinics take place at Overton Park Surgery, Underwood Surgery and in the Wilson Health Centre. The clinic runs every day expect Tuesday.
• Menopause/Women’s Health Clinic
The Menopause Clinic is not for clinically complex cases, but to increase the availability of GP appointments for patients needing support with menopause, HRT and HRT alternatives. These clinics are with a female doctor, and take place at the Wilson Health Centre on the second Thursday each month.
• Adult Transgender Support Group
Run by Essential Space, the aim of this relaxed group is to combine a therapeutic environment with affirming support. The group meets on a Tuesday evening twice a month in the Cheltenham town centre.
Countywide Clinics for Gloucestershire
If you are not registered at a practice within the Cheltenham Central Network, but still need a GP appointment for a minor ailment, you can still be booked into a Countywide Clinic at Overton Park Surgery on Saturday afternoon and Sunday.
What’s the difference between Enhanced Access and the Countywide Clinics?
The Countywide Clinic appointments are available to any patient in the county. These appointments are with a GP.
For the sake of patient safety and GP indemnity, only minor, routine ailments can be booked into Countywide Clinic appointments.
Cancelling or changing an appointment
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- using the GP online system: SystmOnline
- phone us on 01242 519049 during opening times
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
- if you need an interpreter
- if you have any other access or communication needs
Home visits
If you are too ill or frail to get to the surgery and need a visit at home, please call the surgery on 01242 519049 before 10:30am if possible. The receptionist will ask you for a few details to allow the doctor to assess the urgency of the case. Whenever possible, patients will be encouraged to attend the surgery. This saves the doctor time and therefore allows more patients to be seen.
It is not possible to visit all our patients immediately after hospital discharge and a visit is rarely required after routine surgery. However, if you are still feeling unwell or not making satisfactory progress, please let your doctor know.