Appointments and Triage system

Dear patients,

On Monday 9th October 2023, the practice moved forward with a triage process for GP appointments.

GP appointments require a form to be submitted regarding the medical condition/query, which can be accessed via the red button on the Home page of our website or by clicking the button belowWhen the form is received by the practice it is then triaged by the clinical team.  You will be advised accordingly, via text message or telephone call, regarding a scheduled appointment or signposted to the most suitable service to receive care if we have reached capacity.

If you cannot complete the form yourself for any reason, or you need to see someone from the Nursing team please call us 0208 892 4519 or 0208 891 0073

If you have a non-medical question for us please use this link to make an admin request.

We hope that this process will allow all patients access to the right care in an appropriate timescale.

Thank you for your understanding.

Kind Regards,

Acorn Group Practice

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The Hub (Enhanced Access Services )

The Richmond General Practice Alliance Ltd (RGPA) runs the Enhanced Access Service (The Hub) on Saturdays . This service is designed to offer additional routine primary care appointments to NHS patients registered with a Richmond GP.

Routine appointments can be booked with GPs, Nurses, Nurse Associates, HCAs and Paramedics. Appointments can include baby immunisations, cervical smears, dressings, removal of stitches, health checks, quit smoking advice as well  as routine GP appointments.

The Hub locations are based at York Medical Practice Oak Lane, Twickenham TW1 3PA and Essex House Surgery  Station Road, Barnes SW13 0LW.

All appointments are made or cancelled via the patient’s home practice. To contact The Hub to cancel or reschedule an appointment during operating hours only (Saturdays 08.00 – 20.00) the number to call is 0333 405 4060 .

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Detailed Information

You will be asked to complete an online form containing three key questions which will be forwarded to one of our clinicians who will then allocate your request to the most appropriate service and notify you of this.  Please note that we are unable to provide updates of the status of your request.  If you are unable to complete the form yourself please contact reception and a member of staff will complete the form on your behalf, but will not be able to book appointments directly.  This service is available from 8am – 5pm Monday to Friday.  If you require assistance outside of these times please call the practice.

Please be reassured that all information submitted will be confidential and secure.

When you come to the surgery for your appointment, you may check in using our touch screens or in person at the reception desk.

Disabled Access

There is a lift to the first floor and electronic doors at the main entrance.

For the hard of hearing we have an Induction Loop at reception.

For the visually impaired and hard of hearing we welcome guide dogs.

Chaperone

Any patient can request a chaperone, it is helpful if you can let us know when booking your appointment.

It is a requirement that, where necessary, chaperones are provided to protect and safeguard both patients and clinicians during intimate examinations and or procedures.

Home Visits

It is usually best if you are seen in the surgery, however we understand sometimes you may be unable to come to the surgery.

Please contact us in the usual way by selecting “Book an appointment for medical queries” (red button). The doctor or nurse will speak to you on the phone and arrange a home visit if they decide it is the best way to assess you.

Urgent Cases

If you need urgent medical advice, we will make every effort to make sure you are seen but you may need to see someone other than your usual doctor.  Please try to let us know by 10.00am if you feel you need to be seen that day.

On most days we operate a triage system so we may first arrange for you to talk to a doctor on the telephone.

Telephone Advice

If you require advice but do not feel that you need to see a doctor, you may request a telephone consultation.