For all new problems or problems that have got worse

Please note all requests must be made via our online Klinik form or if you are unable to complete this form yourself a member of our team will do this for you.

Primary care is facing increasing demand for care. To ensure all our patients get equitable access to our team, we are using the Klinik online form and information you provide us to prioritise care and navigate you to the right member of our team or other service including Pharmacy First.

If you are able to complete an online form yourself, please do so. This will allow our team to focus on the patients who cannot complete the form and dedicate enough time to ensure they get equal care.

Please note when you complete the Klinik form a member of our clinical team will need to speak to you and may need you to come in. You must ensure you are available on the phone on the day you submit your request and be available to come in for an appointment if we request you to.

We are dealing with high volumes of requests and cannot accommodate different requests for appointment times. Our policy is to only try you by phone twice. If we cannot get hold of you you will be asked to complete a Klinik form on a day you are available to speak to our team.

For more information on using Klinik please watch this video.

Pharmacy First

Pharmacy First – a new service for patients with your local pharmacy

The new Pharmacy First scheme means you can go and see a pharmacist about several minor illnesses and conditions you would previously have had to see your GP about. You can visit your pharmacist for a consultation and they will treat you and prescribe medication if necessary. If your condition is more serious you will be referred to a GP or hospital.

What conditions can you see your pharmacist about?

Under Pharmacy First, pharmacists can treat and prescribe medication for seven conditions. These are the conditions, and at what age, you can see the pharmacist about:

Anyone not within these age ranges should see their GP.

There are many existing conditions which you have already been able to see your pharmacist about. These include:

  • Aches and pains – such as, back pain, headache and period pain.
  • Accidents – such as, sprains, minor cuts, and grazes
  • Colds, flu and other infections – such as, cough, congestion, fevers and/or temperature.
  • Ear care – such as, ear wax.
  • Eye care – such as, conjunctivitis, styes.
  • Hay fever – which is not controlled by standard over-the-counter treatments.
  • Rashes.
  • Skin problems – such as, athlete’s foot, cold sores, or mild eczema or psoriasis.
  • Stomach aches – such as, constipation, diarrhoea, or indigestion.

How to see your pharmacist

More than 10,000 pharmacies across the UK are part of the scheme – that’s more than 9 out of every 10. Generally, you can just walk in to your closest or preferred one and ask for an appointment – or they will see you straightaway if there is availability. If you’d prefer, you can call and ask for a video consultation with the pharmacist.

You may also be referred to a pharmacy appointment from:

  • NHS 111 – online, telephone and the NHS App.
  • Integrated urgent care clinical assessment services.
  • Urgent treatment centres.
  • A&E.
  • 999.
  • Your GP.

To find out your nearest pharmacy and check if it is part of the scheme go to NHS pharmacy finder or just walk in.

Proactive Care

Patients with long term conditions and screening

  • Phone
    Monday to Friday, 8am to 6.30pm
  • Visiting the surgery and speak with a receptionist
    We are open Monday to Friday, 8am to 6.30pm
  • Using the NHS App to book a screening test (cervical screening)
  • Completing an online form
    Klinik forms can be completed Monday to Friday, 7.30am to 5pm

If you are due a health check for your long term condition or screening, please contact the surgery by telephone in the first instance. Our team will take your details so that a member of the team can review your case and organise your appointment which may require a blood test before your appointment.

We believe in continuity of care for your appointment and will do our best to ensure you are seen by the same and most appropriate clinician for your care.

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 the doctor or nurse can help you sooner.

We usually provide a telephone appointment and then offer a face-to-face appointment if needed.  However, if you prefer a face-to-face appointment, please tell us. 

If you need help with your appointment, please tell us:

  • If there’s a specific doctor, nurse or another health professional you would prefer to respond (if we can give you access to them we will)
  • 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.


We are committed to maintaining professional standards. For certain examinations during consultations an impartial observer, called a chaperone, will be required. 

This impartial observer will be a practice Nurse, Health Care Assistant or chaperone trained receptionist who is familiar with the procedure and be available to reassure and raise any concerns on your behalf. If a chaperone is unavailable at the time of your consultation, then your examination may be re-scheduled for another time. 

You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined. 

 The role of a chaperone: 

  • Maintains professional boundaries during intimate examinations. 
  • Acknowledges a patient’s vulnerability. 
  • Provides emotional comfort and reassurance. 
  • Assists in the examination. 
  • Assists with undressing patients, if required. 

Cancelling or changing an appointment

Non-urgent advice: Did Not Attend (DNA)

7% of our appointments are not attended by patients and not cancelled.

These appointments could be used by someone else, please let us know if you are cancelling your appointment.

If you are cancelling an appointment for the same day, you can telephone the practice directly to cancel your appointment or log in to SystmOnline and cancel the appointment there.

If you are cancelling an appointment for another day, please cancel your appointment by:

  • Completing an online form
    We are open Monday to Friday, 7.30am to 6.30pm
  • Phone
    Monday to Friday, 8am to 6.30pm
  • Visiting the surgery and speak with a receptionist
    We are open Monday to Friday, 8am to 6.30pm

When we are closed

NHS 111

If you are very unwell and you cannot wait until the surgery has opened, please call NHS 111 by dialling 111, and they will be able to advise on the care that you need. They can organise emergency services or an ambulance if needed. The NHS 111 is staffed by fully trained advisers supported by experienced nurses, pharmacists, and doctors. The NHS 111 service is available if you require urgent medical help, but it is not a life-threatening situation.

Extended Access Service

Our GP Surgery works in partnership with another local GP Surgery to provide extra appointments in the evenings and weekends. This helps to make more appointments available for our patients if we are fully booked. It also helps provide flexibility for patients who may need to arrange an appointment in the evening or at weekends if we are not open.

Our team may offer you an appointment with the extended access service if you need an appointment before we can provide one. If you would prefer an evening or weekend appointment, please tell us when requesting an appointment, and we will try to arrange this where possible. You can also tell us if you prefer a telephone, video or face-to-face appointment.

Our extended access service is provided by the following GP surgery. You can visit their website for details on how to get there if you are given a face-to-face appointment.

Late Night Pharmacies

As qualified healthcare professionals, community pharmacists can offer clinical advice and over-the-counter medicines for a range of minor illnesses, such as coughs, colds, sore throats, tummy trouble and aches and pains.

If symptoms suggest it’s something more serious, pharmacists have the right training to make sure you get the help you need. For example, they will tell you if you need to see a GP, nurse or other healthcare professional.

All pharmacists train for 5 years in the use of medicines. They are also trained in managing minor illnesses and providing health and wellbeing advice.

Many pharmacies are open until late and at weekends. You do not need an appointment.

Most pharmacies have a private consultation room where you can discuss issues with pharmacy staff without being overheard.

You can find out your nearest open pharmacy on the website.  Once you have searched for the location, you can select ‘only show pharmacies open now’ if you are searching outside of usual business hours.

Hounslow Treatment Care Centre

Hounslow Treatment Care Centre is staffed by experienced GPs, nurses, emergency care practitioners, healthcare assistants and other healthcare practitioners.

This is an urgent treatment service and should only be used if you require urgent medical attention and cannot be seen by your registered GP.

The centre treats minor injuries and illnesses that require urgent treatment. On arrival at the urgent care centre you will be assessed and treated in order of the priority of your condition.

If your condition is urgent and requires immediate attention, you will be seen by an appropriate clinician in the Urgent Care Centre.

If your condition is not urgent or immediate, you will be referred back to your GP

If appropriate and necessary you will be referred to the Emergency Department which is located next to the Urgent Care Centre.

You can find out more information and download a patient leaflet on the Hounslow and Richmond Community.