Appointments Information

Quote / Testimonial:

How to Book

You are able to make an appointment with us in a variety of way.

Online Booking Services

The easiest way is to complete an eConsult form online.  Please provide as much information as possible to enable our Care Co-ordinators to direct you to the most appropriate clinician for your needs.

eConsults are available between the hours of 07:00-16:00 hours Mondays to Fridays.
Whilst these hours reflect our normal availability they are subject to capacity and maybe closed intermittently

We also offer a limited number of pre-bookable GP appointments online. To use this you will need an account on Systmonline. If you have not got one already you will need to attend the surgery with a form of photo ID, you will then be provided with a unique login username and password.

Once logged in you can book, view and cancel appointments. You can also request repeat medical prescriptions.

Non-urgent advice: Patient notice

Please do not book any nursing services (such as dressings, injections, pill checks, asthma reviews and smears) using online booking as the GP will not be able to do these procedures and you will need to re-book with a nurse.

Please do NOT book appointments for children or anyone other than yourself as these will be cancelled.

Please note that these appointments are face-to-face within the surgery.

If you are unsure who to see, please complete an eConsult so we can advise you on the best clinician for your needs and send you the appropriate information.

If you are unable to use our online facility appointments can be made by telephoning 01992 582025 or at reception.

Please let the receptionist know if your problem is urgent.

If you cannot attend, please cancel the appointment so that another patient can be seen.

If you feel your problem will take longer than the usual 10 minutes, please ask for a double appointment. Please arrive on time for your appointment. If you are late we may not be able to see you.

Patients who come to the surgery and expect to be seen without an appointment will be offered the next available appointment and this will usually mean having to come back either later or on a different day. We are NOT a walk-in centre or an emergency unit.

Enhanced Access – Evening and Saturday Appointments

From 1st October 2022, the previous Extended Access service has altered in line with national changes to this service.

The newly named ‘Enhanced Access’ is continuing to be run by the local GP Federation, Generating Healthcare, and is available for patients registered at the following surgeries:

  • Hanscombe House Surgery
  • Wallace House Surgery
  • New River Health
  • Watton Place Clinic

This service continues to offer routine appointments Monday to Friday from 18:30-20:30 and Saturday from 09:00-17:00 with a GP, nurse, or other healthcare professional. Hanscombe House Surgery in Hertford is the host practice for Saturday only and Castlegate Surgery in Hertford will host this service Monday to Thursday evenings.

If you need to speak to the Enhanced Access team Monday to Thursday, during 18:30-20:30, or Saturday during 09:00-17:00, please call 01992 938370.

Urgent or Same Day Appointments

Due to the ever increasing demand for emergency/urgent/same day appointments we are constantly reviewing our procedures to ensure the most appropriate response is given to each request.

We operate a triage service.

This means that if you request a same day appointment, our receptionists are trained to ask the nature of the problem to enable them to offer you the most suitable appointment. This may be with a doctor, nurse-practitioner, a pharmacist or, if appropriate, you will be added to the call back list whereby a doctor or nurse will contact you to discuss further.

If you feel unable to discuss the nature of your problem with our receptionist please tell them it is personal and they will place you on the call back list for a clinician to discuss further.

Routine appointments bookable in advance:

In response to feedback from patients and in an attempt to reduce the daily pressure and stress we are currently experiencing with our appointment system we are trialling a new way of booking routine appointments in advance.

With effect from 25th March 2024 we will be releasing appointments daily up to two weeks in advance, for example on a Monday we will release appointments for the Monday a fortnight later.