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Hillcrest Surgery 337 Uxbridge Road
W3 9RA
Tel: 020 8993 0982
Fax: 020 8993 0164
Email: hillcrest.surgery@nhs.net


We have listened to your feedback.....


From September you will be able to book advance appointments with the receptionist as you have told us that being able to plan your appointments is important to you.


The receptionist will still ask you for a brief explanation. 

This is purely to make sure that you make an appointment with the most appropriate clinician (or perhaps even save you having to see one at all, for example for a repeat prescription).



Patients wishing to see a doctor on the same day or that week will continue to have their details taken and will be called back by a GP who will then agree the most appropriate next step in their care

This will ensure that all urgent cases are seen quickly and dealt with most appropriately. 



We hope that offering advance appointments that can be booked directly with reception staff and having telephone access to GPs on the day will satisfy the various demands from different patient groups and provide the best overall service.


In order to further improve the service we offer our patients we have recruited an additional GP and increased our nursing and administrative staffing hours with effect from September.


Staff at the Practice care what you think and aim to provide the best possible service to you. 


Booking Appointments

If you do not want to book an advance appointment please telephone between 08.30 and 10.00am Monday to Friday to request a call back from the GP. 


The receptionist will take your telephone number and ask if you are happy to give a very brief reason for your request; this is to ensure that acutely unwell patients are called back quickly so that a same day appointment can be scheduled if needed, or if your request would be better dealt with by a nurse or other staff member. 


Your details will be added to the doctors'call list. The doctors will prioritise the requests before calling back: you can usually expect a call back within 2 hours, but low priority queries may wait until later in the day.  


You and the GP will then agree whether you need to attend the Surgery , whether the issue can be dealt with over the telephone or another way.  Research suggests that between 50% and 80% of cases no appointment is necessary, the issue can be dealt with advice only, prescription or possibly a visit to the Nurse or other Healthcare professional.  This means that GP’s then have time to see the patients that really need to see a doctor and on the same day, if appropriate.  It also saves patients unnecessary trips to the GP. 


Because GP’s will be allocating appointments based on clinical need it means we will be able to ensure that all our patients receive the care they require.  


After 10.00am there will only be triage for emergencies but any patients ringing after this time will be assessed and either added to the call list for the next day, requested to call back between 08.30am and 10.00am the following day or with consent the call back deferred to another date for routine requests.  


Emergencies – Regardless of time, patients who have an emergency, that cannot wait until the next working day, will be triaged by the duty doctor and treated accordingly.  


Visits – These will be triaged by the duty doctor and distributed amongst GP’s available that day.  Please ensure that you call as early in the day as possible if you need to request a visit in order to help our GP’s in planning their workload.    


Telephone Advice – Please call between 08.30 am – 10.00am to request a call back.     Nurse Appointments – Can be booked by the receptionist at the time of calling.    


Results from investigations can be obtained by telephoning between 14.00 and 15.30, when you will be able to speak to a trained receptionist.  


If you cannot keep an appointment please let us know so that someone else can be seen.When attending an appointment please ensure that you arrive on time, if you are late you may be asked to make an alternative appointment.  



Please Note:  This surgery receives a high volume of calls between 08.30am and 10.00am and every effort is made to answer calls promptly and efficiently whilst continuing to provide a high level of care and attention.  We would therefore appreciate your patience and co-operation at this time by not calling our emergency line for appointments as this line must remain open for life threatening emergencies only.     


The Surgery is closed between 12.45 and 13.45 for administration.                                                                  


Extended hours   For patients who find normal opening hours difficult (eg commuters and carers) we offer pre-booked appointments:   Monday - Friday: 07.30 – 08.00  Monday: 18.30 – 19.00

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