Urgent appointments

On the day urgent appointments are seen by the doctor or nurse practitioner on duty that day.

To request an urgent appointment for today (Monday to Friday):

As of September 2025, to obtain an appointment with us, please visit the surgery website to complete an online request form Monday to Friday from 8am to 6.30pm

Please contact us if you do not have access to the website, or need any assistance with completing the online form.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Routine appointments

Routine appointments, medication reviews and follow up appointments with the doctors and nurse practitioners can be booked several weeks in advance. Booking in advance enables you, where possible, to book your appointment with the doctor or nurse practitioner of your choice.

To request a routine appointment:

To obtain an appointment with us, please visit the surgery website to complete an online request form. Monday to Friday from 8am to 6.30pm

using the GP online system – Accurx

use your NHS account (through the NHS website or NHS App) to book a screening test or vaccination

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Your appointment

However you choose to contact us, we may offer you a consultation:

• by phone
• face to face at the surgery
• on a video call
• by text or email

Appointments by phone, video call or by text or email can be more flexible and often means you get help sooner.

Enhanced Access Service

Staithe Surgery operates as an enhanced access hub. We are open for pre-booked appointments each Friday evening 6.30pm to 8pm and 9am-5pm one Saturday in three. Please note that our dispensary will not be open during these times.

Other local surgeries in our North Norfolk network provide the Hub service at other times. Currently this type of appointment is available at primary care hub sites at the below surgeries:

• Ludham
• Hoveton & Wroxham
• Acle
• Blofield
• Brundall

During extended access periods patients can be seen at any of the above practices. Appointments must be pre-booked.

Cancelling or changing an appointment

To cancel your appointment:

• use your NHS account (through the NHS website or NHS App)
• using the GP online system – Accurx
• phone us on 01692 582000, Monday to Friday from 8.30am to 5.30pm
• reply CANCEL to your appointment reminder text message

If you need help with your appointment

Please tell us:

• if there’s a specific doctor, nurse or other health professional you would prefer to respond
• if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
• if you need an interpreter
• if you have any other access or communication needs

Information on the new appointment system.

We know how important it is for our patients to access the care they need, when they need it. Many of you have told us that getting this care can be challenging, particularly when phone lines are busy or appointments are quickly filled.

To help address these issues, we’re introducing a new approach called Total Triage — a system that is already being successfully used in many GP practices across the country. The NHS is encouraging all practices to adopt this system.

What is Total Triage?

Total Triage is a new way of managing care requests, designed to ensure that all patients are assessed on clinical need and then directed to the most appropriate care, by the most appropriate person, in the most appropriate timeframe.

Every request for care made during the surgery hours will be reviewed by an experienced clinician.

You can request care in the several ways

• Through the surgery Website
• By Telephone – If you are unable to access the website, our team will collect the necessary information.
• In Person at reception – speak directly with our reception team who can help if needed to collect the necessary information.

Depending on the nature of your request, you may receive:

• A face-to-face or telephone appointment with a GP – the clinician may arrange some investigations like a blood test, X-ray or scan before the appointment so that the results are ready to discuss in time.

• A consultation with another member of our clinical team — such as a nurse practitioner, physiotherapist, pharmacist, mental health practitioner or practice nurse.

• A direct referral to community services such as Pharmacy First in a local Community Pharmacy or the Minor Eye Conditions Service in a Community Optician.

• A prescription, medical certificate or advice without needing an appointment.

• A direct referral to a specialist service if needed

Equal Access for All Patients

We understand that not everyone has access to a smartphone or computer. That’s why Total Triage is designed to be inclusive and accessible for everyone — not just digital users.

If you don’t use digital tools, you can still:

• Call the practice and speak to a team member who will complete the information with you

• Visit us in person and speak to reception

Every request – regardless of the way you contact us – will be treated equally, so no one is left out or disadvantaged.

Why Are We Making This Change?

The current system doesn’t always work well for patients or for our team. You’ve told us:

• It’s difficult to get through on the phone, especially in the morning

• Appointments get booked up quickly, regardless of urgency

• Some patients are unable to call at 8am due to work or other commitments

• Some requests, such as for medical certificates or prescriptions, don’t always need an appointment — but there hasn’t been a clear alternative

At the same time, GP practices across the country are experiencing rising demand and workforce pressures. We need a smarter, safer way to prioritise care and ensure we use our time and resources effectively.

The Benefits of Total Triage

• More timely care for urgent issues

• Patients are matched with the most expert clinician for their problem — this is not always a GP

• More flexibility and fairer access for all patients

• Safer clinical decisions made earlier in the process