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GP Hub

Appointments with a GP – what is the GP Hub?

Regulated by Care Quality Commission

Your GP practice can offer you improved access to appointments and other general practice services, often referred to as the ‘GP Hub.’ This ‘enhanced access’ means:

  • GP practices will be providing appointments until 8pm on weekdays, and from 9am-5pm on Saturdays as a minimum.  There is no requirement to open on Sundays or bank holidays.  Many of our patients are used to our evening appointments running until 9.30pm and some appointments may be offered till this time albeit we are not contractually required to do so.
  • Appointments will be available up to two weeks in advance to allow patients to pre-book for planned care appointments as well as for acute on the day care (and able to be cancelled by patients remotely).  
  • A mix of services will be available within these additional hours with access to a range of health professionals working in the primary care team.
  • There will be a choice of ways to access appointments depending on clinical need, such as telephone, online consultation or face to face.

If a face-to-face appointment is needed, this will be at a GP practice in the local area – this may not be at your own GP practice, but at another nearby.  See below for how to book an appointment.

Background

The responsibility for enhanced access services moved to Primary Care Networks (PCNS) in October 2022.  PCNS are groups of practices working together across a neighbourhood to provide better care to their patients.  Our network comprises three PCNS: Banstead, Epsom and Leatherhead. 

GP Health Partners (GPHP) is a company owned by its 18 local GP practices (listed below). The practices formed GPHP Ltd to undertake activities for the local patient population which they could not provide individually or that made more sense to run at scale. Being part of GPHP Ltd means that they can provide a fuller range of services with greater efficiency to improve patient care in the community.  Having provided the ‘hub’ service since 2017, our established expertise to deliver these appointments to patients meant our PCNs have chosen to sub-contract the Enhanced Access service to GPHP to provide on their behalf. 

Which practices are part of this initiative?

To use the hub service you must be a fully registered patient with one of the membership practices listed below. Please note we are unable to see temporary residents in the hub.

BANSTEAD PCN
Heathcote Medical Centre
Longcroft Clinic
Nork Clinic
Tadworth Medical Centre
Tattenham Health Centre

EPSOM PCN
Ashley Centre Surgery
Derby Medical Centre
Fountain Practice
Shadbolt Park House Surgery
Spring Street Surgery
St Stephens House Surgery
Stoneleigh Surgery

LEATHERHEAD PCN
Ashlea Medical Practice
Cobham Health Centre
Eastwick Park Medical Practice
Fairfield Medical Centre
The Molebridge Practice
Oxshott Medical Practice

Hub locations: Face-to-face appointments will be at a clinic base attached to your Primary Care Network. Leatherhead practice patients can be seen at: Leatherhead Hospital or Cobham Health Centre. Epsom practice patients can be consulted at Bourne Hall Health Centre or the Mezzanine above the Derby Medical Centre, Epsom. Patients in Banstead practices can book appointments at Nork Clinic, Banstead.

Where can I make an appointment?

Banstead PCN Practice Patients
Nork Clinic,
63 Nork Way,
Banstead SM7 1HL
Monday – Friday: 18:30 – 20:00 
(up to 21:30 on certain days)
Saturday: 09:00 – 17:00  
Epsom PCN Practice Patients
The Mezzanine Level
8 The Derby Square,
Epsom KT19 8AG
OR
Bourne Hall Health Centre
Chessington Road,
Ewell, KT17 1TG
Monday – Friday: 18:30 – 20:00
(up to 21:30 on certain days)  
Saturday: 09:00 – 17:00
Leatherhead PCN Practice Patients
Leatherhead Hospital
Poplar Road,
Leatherhead KT22 8SD
OR
Cobham Health Centre,
168 Portsmouth Road,
Cobham KT11 1HT
Monday – Friday: 18:30 – 20:00 
(up to 21:30 on certain days)
Saturday: 09:00 – 17:00

Directions to our Hub Locations

Directions to GP Hub (Mezzanine located above the Derby Medical Centre, Epsom) – GP Health Partners Ltd (gphp.co.uk)
Directions to GP Hub (Bourne Hall Health Centre) – GP Health Partners Ltd (gphp.co.uk)
Directions to GP Hub (Nork Clinic, Banstead) – GP Health Partners Ltd (gphp.co.uk)
Directions to GP Hub (Leatherhead Hospital) – GP Health Partners Ltd (gphp.co.uk)
Directions to GP Hub (Cobham Health Centre) – GP Health Partners Ltd (gphp.co.uk)

How can I make an appointment?

You now have the option of booking a face-to-face appointment or a telephone consultation. These should be booked through your registered practice during normal practice opening hours as per your practice’s individual booking process.

Only when your practice is closed, should you call 01372 232001.

If you are unwell when your doctor’s surgery is closed, you can phone 01372 232001 from 18:30 to 20:00 on weekdays or from 09:00 to 17:00 on Saturday to book an appointment.

You can book an appointment up to two weeks in advance or on the day. You will then be consulted by a local NHS GP with full access to your medical history. There is no charge for using this service.  Please note, this service is provided by GP Health Partners on behalf of your registered practice.  Consulting clinicians have full access to your record but can only consult you if you consent to sharing your record.  If you do not consent, please cancel your appointment and rebook with your practice.

Exceptions

PLEASE NOTE: For medical emergencies please contact 111 or 999 as appropriate to your needs.

We offer a limited number of appointments and the service is very popular meaning there is limited capacity on the day. If you are unable to keep your appointment please call and let us know so that we can offer another patient this appointment time. Please also ensure we have an up to date phone number to reach you on.  Alternatively, you can cancel via the text reminder message.

For medical queries, repeat prescriptions and results, you should contact your registered practice in the usual way.

This service does not offer home visits. 

Patient Lateness

Whilst we are sympathetic to the fact that traffic can be heavy in and around our clinic locations and that sometimes there are extenuating circumstances causing patient delays, we do adhere to a strict lateness policy.  Our clinics are very popular and therefore fully booked and it is unfair on other users when their own appointment is delayed.  Similarly, our clinicians are working to keep to time where possible and ensure all patients receive adequate consultation time. We allow our clinicians 15 minutes per appointment.  Therefore, if you arrive less than 10 minutes late for your appointment, you will be seen. The clinician will call you in at the first available opportunity but there may be a delay whilst you are fitted in. 

If you arrive more than 10 minutes late, it will be at the clinician’s discretion as to whether they see you.  Our reception team will ask the reason for lateness and what the appointment is for.  Should you be uncomfortable sharing this with the receptionist, you will be able to advise the clinician.  In the event the doctor declines to see you that day, you will be offered the opportunity to rebook.

Chaperones in Consultations

All patients are entitled to have someone present for any consultation, examination or procedure where they feel one is required. If you require a chaperone, please ask a member of the team. Click the link for more information about our Chaperone Policy

Complaints Procedure

If you have a complaint about the service you have received from any member of staff working in one of our services, please let us know. GP Health Partners operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: if you make a complaint it is GP Health Partner’s policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

For more information, please refer to our Complaints & Comments Leaflet

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