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Wells Park Practice
Book Appointments
Our Appointment Procedure
Our phone lines are currently incredibly busy so if you would like to book an appointment, please follow these step by step instructions:
Zero tolerance
We are here to help you and our aim is to be polite and helpful at all times.
- However, shouting at, and being aggressive towards Practice staff and other patients will not be tolerated under any circumstances.
- We will report any case of verbal or physical abuse to the police and offenders will be removed from our practice list. Learn more by reading our Zero Tolerance Policy
Check Your Condition First
Many conditions can be dealt with without the need to see your GP.
Condition Checker
Many conditions can be dealt with without the need to see your GP.
You can try a local pharmacy for advice about a range of conditions and we also have lots of self help information. Please try this advice before contacting the Practice.
Who to see?
Advice
Please make a selection to reveal who's best to deal with your condition.
Book a Routine Appointment
The following is our process for booking appointments
All requests for appointments will be processed online via our website. Everyone contacting the surgery will be required to complete a request form
The completed form will be processed by our trained care navigation team and you will be contacted with the outcome.
This could be a link sent to your phone to book an appointment, a direct telephone call, self-care advice, or navigation to a service that is more appropriate to help and support you.
If your request is deemed clinically appropriate for a GP appointment, this will be categorised under three levels of urgency:
- Same day
- Within 3 working days
- Within 10 working days
If you do not have a phone or you are less able to use the online form, please contact the Practice and inform staff who will be willing to support you in completing the online form. If you require an appointment outside the surgery’s opening hours please contact 111 or visit NHS 111 online.
Please do not queue outside the surgery before 8am to gain an appointment as one will not be offered.
Please DO NOT attend the surgery to book an appointment, request a prescription or for routine enquiries.
Instead, please send your request through our online service
Please be aware that the practice requires you to complete the form online. This is to ensure you are booked with the most appropriately clinician. Your support and cooperation is appreciated.
If you require immediate medical attention or if your condition deteriorates after completing the form, please do not wait, call 111 or dial 999 for emergencies.
Appointment Information
Telephone Appointment
What to Expect
If you are offered a telephone appointment, we kindly ask that you provide the best contact number for us to reach you on, keep your phone close by, and allow a 15-minute window before or after your scheduled time. This helps ensure your consultation runs as smoothly as possible.
Your clinician will try to contact you on up to three separate occasions within the hour of your appointment. If we are unable to reach you after these attempts, the appointment will be recorded as missed. In this case, you will need to submit a new triage request online so we can arrange further care. Thank you for your understanding and cooperation in helping us support all patients as efficiently as possible.
Total Triage & Appointment Timing
Our practice uses a system called Total Triage, which means every appointment request is first reviewed by a clinician before being booked. Patients are asked to submit their request online, providing a brief description of their symptoms. A GP, nurse, or other healthcare professional will then assess the request and decide the most appropriate next step. This could be a same-day appointment for urgent issues, a routine appointment, advice, or being directed to another service such as a pharmacist or physiotherapist. If patients are unable to use the online system, our team will support them in completing their request. This approach helps ensure patients are seen by the right person at the right time, and that urgent problems are prioritised.
For non-urgent concerns, you may be offered an appointment within up to 10 working days. This does not mean everyone waits 10 days. Many patients are seen sooner but it allows us to safely prioritise those who need care more urgently. Serious or worsening symptoms are dealt with as quickly as possible, often on the same day. By using this system, we aim to provide fairer access, reduce waiting times for urgent care, and make the best use of our clinical team while continuing to keep patient safety at the centre of everything we do.
Enhanced Hours
General Practice is required to deliver a range of primary care services between 6.30pm – 8.00pm on weekdays and 9.00am – 5.00pm on Saturdays
Wells Park Practice, Sydenham Green Group Practice, The Vale Medical Centre, and Woolstone Medical Centre must work together to deliver these services under our network, known as Aplos Health Primary Care Network.
For more information on Primary Care Networks please follow this link
This new service will be available to registered patients at the aforementioned practices. It is important to us that we provide an accessible service that meets our patient needs and still supports resourcing for our core opening times. Over the past few months we have carefully shaped this service in line with the patient feedback we received and have had our plans approved by our local commissioners.
Life Threatening - Go to A&E
If you or someone you know has a life-threatening condition, such as loss of consciousness, a sudden confused state, chest pain, breathing difficulties etc, you should call 999
In an EMERGENCY call 999.
Emergencies are situations that cannot be managed at home and may be life threatening
Request proxy access
GP surgeries can give someone secure access to another patient's GP services, so they can help them manage their health and care.
GP surgeries can give someone secure access to another patient's GP services, so they can help them manage their health and care. This is sometimes called proxy access or third party access.
You can ask to be a proxy, to help someone else with their prescriptions, appointments or other GP services, or choose a proxy to help you with yours.