Appointments

Important Update: Changes to How You Book Appointments

We are introducing a new online triage system called Patient Triage to help ensure you receive the right care as quickly and efficiently as possible. From 3rd March 2025 all appointment and consultation requests will be made via Patient Triage rather than by calling the practice.

How Does It Work?

1. Contact us online by clicking here.
2. Select the type of request you would like to submit – either Medical or Admin.
3. Complete the form with as much detail as possible.
4. Submit your request, ensuring you provide us with the most up to date number for you.

Your request will be sent directly to a GP for assessment, and they will determine the best course of action. This may include:

• Booking an appointment with a GP or another clinician
• Providing advice or treatment remotely where appropriate, saving you a visit to the practice
• Signposting you to a more suitable service, such as a pharmacy or physiotherapist

Examples of When to Use Patient Triage

You can use Patient Triage for:

• Requesting an appointment
• Requesting test results
• Prescription queries
• Sick notes & medical letters
• General medical advice

When Can You Submit a Request?

Our triage system will be open between 8:00 –  18:30 Monday to Friday

Urgent Medical Issues & Emergencies

If you are confronted by a serious problem, such as:

1.  Crushing chest pain and tightness
2. Feeling suicidal, wanting to harm yourself, or others
3. New drooping on one side of the face, slurred speech, difficulty raising your arms, weakness or numbness on one side of your body
4. Severe difficulty breathing
5. Heavy bleeding that won’t stop
6. Severe injuries

Please call 999 immediately. For urgent but non-life-threatening concerns outside practice hours, please contact NHS 111.

Expected Response Times

We understand that getting a timely response is important.

• For urgent requests, we will assess your submission and let you know the outcome on the same day.
• For non-urgent requests, we aim to respond as soon as possible, usually within the same day. However, please allow up to 48 working hours for a reply.

Our team works hard to ensure all requests are reviewed carefully so you receive the most appropriate care. If your condition changes or worsens while waiting for a response, please contact us or seek urgent medical attention if necessary.

How to Access Patient Triage

To access our online triage system, click here

Need Help Using Patient Triage?

If you have difficulty accessing the system, our reception team can assist you by completing the form on your behalf over the phone. Please contact reception on 020 8777 7215

Patients are now able to refer themselves to a Pharmacy for minor illnesses, such as:

• Cold or Flu symptoms
• Sore throat
• Cough
• Diarrhoea
• Skin / Rash issues
• Hay Fever

Pharmacists are qualified healthcare professionals and can offer clinical advice and medicines for all
sorts of minor ailments, with a same day consultation at a time that suits you.
Please complete the digital triage on the link below to see if your condition is appropriate for self-referral.

Refer to a Pharmacy

Teaching Practice

As a teaching practice, there are times when medical students will be with us.  If your consultation is during these times you will be advised by the reception team, that they will be part of your consultation.  Please advise reception when you arrive if this will cause you a concern as we can very easily make alternative arrangements to allow for you to have a one to one consultation with your doctor.

Text Messaging Service

Hartland Way Surgery uses a text messaging service for appointment reminders, cancellations and health information. It is important that you inform the surgery if you change your mobile number.

Please do not use this number to send any messages to the Surgery other than a response to the welcome message or to cancel an appointment as it is an automated service and not used for any other purpose.

Thank you

Evening and Saturday Morning Appointments Available

We are now able to offer patients appointments between 6.30pm and 8pm and on Saturday mornings via the Extended Access Service run by the Shirley Medical Centre on Wickham Road. There are GP, nurse and healthcare assistant appointments available. Please contact Hartland Way Reception to book.

Be On Time!

Please arrive promptly, remembering to check in at Reception.

Extended Hours

We offer Extended Hours on Monday and Thursday until 19:00.

Appointments are available with GP, Nurse and Clinical Pharmacist.

Croydon GP Hubs

Need to see a GP but can’t get an appointment? Our GP Hubs can help.
Call NHS 111 before you go to pre-book an appointment or wait to be seen without an appointment at one of our GP Hubs in Central Croydon, Purley, or Parkway.

FIND OUT MORE

Cancel An Appointment?

If you are not able to keep your appointment please call 020 8777 7215 and cancel as soon as possible: someone else may need to see the doctor urgently.