For routine GP appointments, you should contact the practice using PATCHS between 8am and 18.30 Monday to Friday. Requests will be reviewed by a GP within 24 hours and you will be contacted with the next steps. This may be an appointment, sign posting to another service such as your local pharmacy or a response to your query.

How our appointment system works

🌐 Total Triage Service – Using PATCHs

PATCHs (Mon–Fri)

🕖 Clinical requests: Submit between 7am – 18:30, get a response within 24 hours
🕓 Admin requests: Submit any time 24/7

👨‍⚕️ All appointment requests are triaged by a doctor.
You may receive:

📞 A telephone call
📹 A video consultation
🏥 A face-to-face appointment (if required)
➡️ Signposting to another service (such as a pharmacy, urgent eye care service, or other appropriate service)

🩺 If you need medical help

💻 Submit a PATCHs request during working hours
☎️ Call NHS 111 or use Get help for your symptoms – NHS 111
📖 Visit the NHS Health A–Z: www.nhs.uk/conditions

⚠️ If we have reached clinical capacity for the day, any further assessments will be based on clinical need and urgency only.

🌐 If you don’t have internet or find technology difficult

☎️ Telephone the surgery
🏥 Call into reception in person

👉 Our staff will take your details and assist you.

👨‍👩‍👧 Submitting a PATCHs request for someone you care for

Log into your own account
Select your name in the top right corner
Choose “People I care for” to submit on their behalf

📌 If we are full for the day

Our reception team will liaise with the duty doctor
The doctor will advise how your condition will be managed
Any appointment provided will be based on clinical need and urgency only

🌟 Extended Access Appointments

Holes Lane Medical Centre

We understand it isn’t always easy to see a clinician during normal surgery hours. To help, we offer an Extended Hours Service with a limited number of extra appointments.

🕒 When are these appointments?

Morning: 7:30am – 8:00am
Evening: 6:30pm – 7:30pm
On selected days of the week

👩‍⚕️ Who can I see?

Appointments are available with our GPs and other clinicians.

📌 Key information

These appointments are for patients registered at Holes Lane Medical Centre.
They are limited in number and offered on a first-come, first-served basis.
They are designed for patients who find it difficult to attend during regular hours.

📞 How do I book?

Call the practice during normal opening hours.
Ask at reception.
Book online (if available).

🩺 Enhanced Access Appointments

Available via your Primary Care Network (PCN)

We want to make it easier for you to see the right professional at a time that suits you. Our Enhanced Access Service provides extra appointments outside of standard surgery hours.

🕒 When are appointments available?

Monday – Thursday: 1 Manchester Road (Holes Lane Branch Surgery) (6.30pm to 9.00pm)
Friday: – Orford Jubilee Neighbourhood Hub (6.30pm to 9.00pm)
Saturday: – Orford Jubilee Neighbourhood Hub (9.00am to 5.00pm)
Sunday: – Orford Jubilee Neighbourhood Hub (10.00am to 2.00pm)

👩‍⚕️ Who can I see?

Appointments are available with a range of clinicians:

GPs
Paramedics – for acute problems (e.g. sore throats, earache)
Practice Nurses – chronic disease reviews, cervical screening, injections, health checks, blood tests
Physiotherapists
Social Prescribers

📞 How to cancel or change your appointment

If you cannot attend your Enhanced Access appointment, please call 01925 387042 as soon as possible so the slot can be offered to another patient.

How do I book?

Please contact your GP practice in the usual manner and ask for an evening or weekend appointment.

🚑 Home Visits

Available for registered housebound patients.
📞 Please call before 10:30am on the day the visit is needed.
A receptionist will take brief details and a clinician will assess the urgency. A paramedic may attend if appropriate.

🌙 Out of Hours Care

For urgent medical needs when we’re closed:

📍 Bath Street Health & Wellbeing Centre
📞 01925 843853
🕒 Mon–Fri: 6.30pm – 8.00am
🗓️ Weekends & Public Holidays: 24-hour service

⚠️ Please note: This service is specifically for patients who are under the care of the District Nursing Team. If you are not under their care and require urgent medical advice, please contact NHS 111.