How to Make and Cancel an Appointment

 

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Access Standards 2019

A new set of standards were announced by the Minister for Health and Social Services in March 2019 that are aimed to raise and improve the level of service for patients in Wales from their GP practices.

These standards are set out below:

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  • Patients receive a prompt response to their contact with a GP practice via the telephone
  • Practices have the appropriate telephony system in place to support the needs of people avoiding the need to call back multiple times and will check that they are handling calls in this way
  • Patients can use a range of options to contact their GP practice and to make an appointment
  • Patients are able to email a practice to request a non-urgent consultation to make an appointment (this is currently being arranged Feb 2020)
  • Patients receive bilingual (Welsh and English) information on local and emergency services when contacting a practice (this is currently being arranged Feb 2020)
  • Patients are able to access information on how to get help and advice
  • Patients receive the right care at the right time in a joined up way that is based on their needs
  • Practice understand the needs of their patients and use this information to anticipate the demand on its services
 

Routine and Urgent appointments with a GP

For routine or urgent appointments the practice offers ‘open access’ surgeries each morning from 9am to 10.30am. No appointment is necessary. Patients report to the receptionist on arrival.

 

Pre-bookable appointments with a GP

Two early morning pre-bookable appointments are available on Monday, Wednesday and Friday mornings 8.40am and 8.50am.

All evening surgeries are pre-bookable with three emergency appointments bookable daily after 2pm.

Advanced pre-bookable appointments with the GP can be booked up to 4 weeks ahead.

 

Telephone contact

A receptionist is available on the telephone from 8am to 6.30pm Monday to Friday, the telephone is available throughout the lunch time period. The telephone will be answered promptly with an information message to assist patients find the appropriate professional healthcare provider. A comfort message is available if the telephone line is busy and you are held in a queue.

 

Chaperones

Please inform the receptionist if a chaperone is required during a consultation. Staff are trained to accompany patients if required.

 

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