Once you submit your PATCH, it will be seen by a healthcare professional, who will allocate a member of our clinical team to deal with your issue. This healthcare professional may call you or want to see you in person.

Occasionally, with the information you provide, we may be able to directly send medication to your pharmacy, order tests or make referrals.

If we require more information from you, we may reply to your PATCH with more specific questions.

If you are struggling to use PATCHS, our reception team can help you create an account and guide you through completing your first PATCH. Call us on 020 7723 6324.

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.

To cancel your appointment, you can contact using any of the following methods:

• • You can telephone us on  020 7723 6324

• • cancel via System Online

• • email us on nhsnwl.css@nhs.net  

Whenever possible we ask you to come to the surgery for appointments as we have full access to your records and to treatment facilities. You can usually be seen sooner if you can come to the surgery as we can see three or four patients in the surgery in the time it takes to do one home visit.

If you are too unwell to come in please try to phone before 10:00am. If you are unsure whether you need a visit, reception can arrange for you to get advice from one of the doctors. If the doctor feels your problem would be appropriately dealt with in the surgery then you will be offered an appointment and the home visit request declined.

Please note that the timing of a visit cannot be guaranteed.

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.

Patients contacting us with acute medical needs can now be referred to six Additional Access hubs. It means that the patient will have a face-to-face appointment on the same or next day (depending on booking time).

These hubs take place in different GP Practices across your local area, including within our practice: Paddington Green Health Centre, Lisson Grove Health Centre, St Johns Wood Medical Practice, Marylebone Health Centre, Third Floor Lanark Medical Centre and the South Westminster Centre. Patients will be seen by a GP or Advanced Nurse Practitioner.

Appointments will be triaged by our team based on need via the usual methods for booking an appointment. You do not have to accept an appointment at one of the Additional Access hubs.

Learn more about them here