Book an Appointment

You can make an appointment in the following ways:

  • Online through Patient Access or the NHS App- see below for further details
  • By calling us on 01538 308207
  • By visiting our practice and speaking with reception

It is easier and quicker to manage your appointments via our online service. Simply log in and select an option.

NHS App

Download the NHS App, or open the NHS website in a web browser, to set up and log in to your NHS account. Owned and run by the NHS, your NHS account is a simple and secure way to access a range of NHS services online, including appointments, prescriptions and health record.

Download on the App Store
Get it on Google Play
NHS App

Can another Healthcare Professional help?

Do you need to see the GP?
Sometimes the GP is not the most appropriate Healthcare Professional to deal with your ailment. Please see the information on see a Doctor or Healthcare Professional, which might help you decide whether a GP appointment is truly necessary or whether it might be better for you to see a Pharmacist, Optician, Dentist or other Healthcare Professional. You can even self-refer for some services without seeing your GP.

For real life-threatening emergencies such as those below – RING 999

  • Chest pain (suspected heart attack)
  • Suspected stroke
  • Suspected meningitis
  • Anaphylactic shock (severe allergy)
  • Heavy bleeding or deep lacerations
  • Fluctuating levels of consciousness or completely unconscious
  • Difficulty breathing or stopped breathing with a change in colour
  • New seizure, fit or uncontrollable shaking

For immediately serious conditions such as the following, GO TO Emergency Department (A&E) IMMEDIATELY

  • A fever and lethargic (drowsy) child
  • A feverish and floppy (unresponsive) infant
  • Difficulty breathing
  • Sudden, severe abdominal pain
  • Accidental or intentional overdose of medication
  • Trauma (including falls) and possible broken bones or road traffic accident

Patient Privacy

If you would like to speak to the Receptionist or Dispenser privately, please ask and this can easily be arranged for you.

Automated check-in

When you arrive for your appointment, please try and check yourself in on the touch screen in the Reception area. It is so simple to use (just follow the instructions by putting in the date and month of your birthday and it will ‘arrive’ you automatically) … Really useful if the Receptionist is busy on the telephone or if there is a queue.

Your appointment at the Practice

  • You can call Waterhouses surgery during normal opening hours to make an appointment. If you are attending for a blood test or clinic appointment, the nurse may make your next appointment during the consultation. We usually have the appointments schedule available two months in advance
  • Please make one appointment for each member of the family who needs to be seen
  • We try to keep to time but please be patient if someone before you takes longer than planned
  • Appointments are normally ten minute slots, so if you have a complicated problem, or more than one problem, please ask for a longer appointment
  • It is Practice Policy to allow patients to choose whichever Doctor they wish to attend in the Practice

Please help us

If you are not able to attend your appointment please let us know in time so that the time can be used for someone else. If you are late for an appointment you may be asked to re-book.

Missed Appointments and DNA’s

Do you feel frustrated when you cannot get an appointment?

Every year wasted appointments cost NHS £162 million. This can cause serious delays in treatment for other patients. On average approximately 150 patients each month Did Not Attend (DNA) their appointment. This means the patient did not turn up for the appointment and did not contact the surgery in advance to cancel or change the appointment. This currently results in approximately 40 hours of wasted clinical time each month.

Here is a list of the different ways you can access your General Practitioner or Healthcare Professional

Emergencies

One of the doctors is on call during the day, from 8.00am until 6.00pm daily (1.00pm on Thursday).

We have full emergency equipment at the practice, including oxygen, defibrillator and ventilator. All staff are trained in basic life support.

West midlands ambulance Service now provides a prompt emergency service in this area, through a network of first responders, supported by ambulance crews and an air ambulance.

In any serious emergency (e.g. severe chest pain, collapse, unconsciousness, serious accident, etc.) phone 999 first to ensure that appropriate support is on its way. You may then contact the practice for further advice and assistance.

Evening Nursing Appointments

We currently have a nurse evening clinic for routine nursing appointments every Monday 17:30-20:00 (excluding bank holidays and annual leave). Please ask at reception for more details.

Telephone consultations

Some issues can be dealt with by phone and the doctors and nurses reserve time each day for returning phone calls. Leave a message with the receptionist if you would like a call saying to whom you would like to speak and, where possible, what it is about (e.g. test results). All messages are logged on our computer system and dealt with as soon as possible. We prefer not to have consultations interrupted except in emergency.

All the outgoing phones in the Practice are “withheld numbers”. If you ask for a call from a doctor or nurse please ensure that you give a telephone number that does not bar these calls, eg a mobile phone or work number if relevant.

Urgent/Same Day Appointments

If you have been given an ‘Urgent / Same Day appointment’, please be aware that you may be waiting slightly longer than usual due to the very nature of the appointment. Some patients take longer than 10 minutes allocated which may be due to them being acutely unwell, being referred to hospital or awaiting an ambulance. Your patience is appreciated but ask at Reception for approximate delay times if you are concerned how long you have been waiting.

Extended access – appointments at other GP surgeries across Staffordshire

Evening and weekend appointments are available for patients of Waterhouses medical practice on alternate Mondays and Thursdays Fridays and Saturdays at other various GP practices across Staffordshire. Please ask at reception for further details.

Additional information

Can I bring someone to accompany me to the Appointment?

We are generally very happy for patients to bring with them a carer, relative or even a friend. This often helps, particularly when they know you well and it allows them to tell us any observations they would make about you, which can help us in undertaking our assessment. Ultimately this will lead us more quickly to make an accurate diagnosis and therefore help you more.

Also, having someone with you means they can prompt you to ask questions that you may have forgotten, and after the appointment they can help in reminding you what was discussed.

Occasionally we might ask for them to leave but this would be unusual.

If you require interpretation services please contact us in advance of you appointment and we will arrange this.

Chaperone Policy

We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.

If you would like a chaperone present during your consultation with either the Doctor or Nurse, then please advise the Receptionist when booking your appointment, when you check in or when you are in with the Doctor or Nurse. This can easily be arranged and is available for all patients.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel they would like to.  This chaperone may be a family member or friend; a member of our Nursing staff could also be your chaperone.

NOTE – Your Doctor or Nurse may also request a chaperone to be present for certain procedures.

If you would like to see a copy of the Practice’s ‘Chaperone Policy’ or have any questions or comments about this service, please contact Kate Robotham, Practice Manager.

Giving Consent for Treatment

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

Your valid consent (agreement to the course of action) is needed for the treatment that’s offered to you before any physical examinations or treatment can be given. If you haven’t given your consent, you can accept or refuse treatment that’s offered to you.

It’s important to be involved in decisions about your treatment and to be given information to help you choose the right treatment. When making treatment choices, you’ll often discuss the options with your doctor or another healthcare professional.

If you have a suspected infectious disease

Please inform reception if you suspect an infectious disease, as this will enable us to deal with it appropriately during your visit to protect you, other patients and staff. 

GP Trainees and Medical Students

This is a training practice, and we often have medical students at different stages of their training working alongside the doctors and nurses. When you make an appointment you may be asked if you are willing to see a student before you see the doctor. Your help in the training of our future doctors is greatly appreciated by the practice. However if you prefer not to talk to a student please do not hesitate to say, and you will be offered another appointment with just the doctor.

Please refer to our Meeting Medical Students leaflet for more information

Interpreter

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and this will be arranged.

Private Medical Examinations

Medical examinations for special purposes such as pre-employment, fitness to travel, elderly drivers, fitness to undertake sports etc, will require longer than a routine appointment.

These examinations do not form part of NHS Services, you will be charged for any such examination. Please check the fee chargeable when you require to arrange any such examination.

Which Doctor or Nurse?

We try to provide as much choice as possible but also feel that continuity of care is important. We suggest that you book follow-up appointments for a continuing problem with the same doctor or nurse who saw you at the last appointment. We all have special interests and expertise and work closely together, so that we may ask you to see a different person or have a joint consultation.

Our Practice Nurse runs Hypertension, Diabetes, Asthma and COPD clinics, together with Well Woman and Well Man and Family Planning clinics. Please specify which clinic you would like to attend when making your appointment.