Practice Handbook

Hartland Way Surgery will be starting the COVID-19 Spring Vaccination Programme from 14 April.

Patients who are eligible (aged 75 and over, or those with a weakened immune system) are invited to receive a free COVID-19 vaccine.

If you are eligible, please contact the surgery to book your appointment.

Our team will be happy to assist you with booking into one of our clinics.

Thank you.

Hartland Way Surgery Team

Pharmacy blood pressure service check finder tool 

A new service finder on NHS.uk allows healthcare professionals and patients to search for and find a pharmacy that offers free blood pressure checks.

The tool explains who is eligible to go to a pharmacy to get their blood pressure checked and can be searched using a postcode, with the nearest pharmacy listed first.

Blood pressure conditions pages on NHS.UK have also been updated to signpost to the blood pressure pharmacy finder.

All pharmacy contractors offering the service should ensure their pharmacy profile on profile manager is up to date and indicates that they provide the service.

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?

8am – 1pm: Use “I have a health problem” if you need medical advice about a new health concern or any symptoms you’d like to discuss.

1pm – 6:30pm: Use “I have an admin or routine care request” for non-urgent matters such as:

• Long-term condition reviews
• Medication reviews or queries
• Fit notes and forms
• Vaccinations and screening invitations
• Test results or general admin queries

If you’re unsure which option to choose, or need help completing a form, please speak with reception and our team will guide you.

If you have worsening symptoms whilst you wait for a response, please call us on 020 777 7215 so we can assess your needs promptly.

Urgent Medical Issues & Emergencies

If you are confronted by a serious problem, such as severe chest pain, severe bleeding, collapse or unconsciousness, 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