When calling the surgery during our telephone ‘Opening Hours’ you will be met with a phone message providing you with the following options:

 

For all routine appointments, please press 1

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1. Your call will be answered as soon as possible by a member of our Patient Assistant Team.  They will ask you a few simple questions to enable them to direct your call quickly and efficiently.   Your patience and understanding would be appreciated as our telephone lines are always busy.

2. If you are calling about a minor illness, please initially seek the advice of your local pharmacist before requesting a consultation with one of our clinicians.

3. If you are calling regarding a minor injury that may require stitches or an x-ray, please contact the minor injuries' unit based at West Walk Surgery, Yate. They are open from 8.00am - 8.00pm 7 days a week.  For further information please visit their website at Yate Minor Injuries.com

4. Please be reminded, only if you are registered with us as housebound, will we take your prescription request over the telephone.  You can, however, order your repeat     prescriptions by downloading the NHS app. This useful application will also enable you to book a variety of our nurse's appointments, cancel your appointments and view a summary of your health care records.  For further information please visit our website at www.downendhealthgroup.com

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Queue announcement:  All of our Patient Assistants are currently busy, thank you for your patience.  You are 'number' in the queue.

 

To cancel an appointment, please press 2

 

You have reached the automated cancellation line.  Please leave your name, date of birth and the date and time of the appointment you wish to cancel.

 

To request a home visit, please press 3

 

Home visits are only available to patients registered with us as housebound due to disability or severe illness.  Please note requests for visits must be received before 11.30am.  Prior to the visit a Health Care Professional may call you to discuss your concerns.

 

For prescription related enquiries, please press 4

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Interval Messages:

• Please be reminded, only if you are registered with us as housebound due to disability or severe illness, will we take your prescription request over the telephone.  

• This line is open between 10am-11.30am and 3.00pm-4.00pm Monday to Friday.  You will be answered by a member of our Medicines Management Team who will be happy to answer your medicines related enquiries during these times.
   

For other Healthcare Professionals, please press 5
 

Interval Messages:

• This line is strictly for Healthcare Professionals such as Paramedics and Hospital Clinicians.  Calls received to this line inappropriately will be directed back to the main practice number.

For test results, please press 6
 

Interval Messages:

• This line is open between 11.30am-1.30pm and 5.00pm-6.00pm Monday to Friday.  Results will only be available once a GP has reviewed them.  Please note this can take up to five working days.