FAQ’s

FAQ’s

This section of our website addresses some of the most frequently asked questions.

If you cannot find the answer to your question on this page or elsewhere within the website, please contact us.

  • Where do I find the surgery contact details?

    Contact details for all our surgeries, including telephone and fax numbers, along with our usual opening times can be found on the Our Surgeries page.

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  • When can I book an appointment?

    You should be able to book an appointment up to two weeks in advance, this helps you arrange a time that is most convenient to you.

    We also hold back a number of appointments each day for those of you who need to seen very soon.  These appointments are not there for routine follow-ups with your usual doctor but specifically for urgent need.  This ensures that no-one who needs to be seen is kept waiting too long.

    If you want to see a specific doctor we would encourage you to make an appointment as far in advance as possible, we cannot guarantee which doctor will have appointments available on the day or even which of our three sites will have an appointment available. 

    Our reception teams will be able to advise you whether or not there is a nurse who could help you.  Our nursing team are very experienced and well qualified, they can deal with many health issues that used to necessitate a doctor's appointment.

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  • What do I do when the surgery is closed?

    If you are feeling unwell and cannot wait until the surgery is open again then you must telephone the Out of Hours GP service on 0845 056 8060.

    This service is commissioned by Selby & York Primary Care Trust through TENYAS (Tees, East & North Yorkshire Ambulance Service). It is also available on weekends and Bank Holidays.

    For serious and emergency treatment you should attend A&E.  Life threatening conditions can be transported via the 999 ambulance service.

    For routine enquiries you must wait until the surgery opens again.  Telephone lines are open from 08:00 to 18:00 Monday to Friday.

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  • How long will I have to wait for an appointment?

    Our reception teams are very experienced and are happy to give advice on which member of our healthcare team would be the most appropriate for you to see.

    You may find that you are advised to see a Nurse rather than a Doctor - we have a team of nurses with specialist skills and two of them can prescribe.  Some of our Doctors work part-time hours and they all work across the three practice sites. You may therefore find you have to wait to be seen by a specific GP.

    On some days there is more demand that others, your co-operation is very much appreciated when we try to identify your need as urgent or routine on those days.

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  • Where is York Walk in Centre?

    The walk-in centre in York can be found at the following address:

    Monkgate Health Centre
    31-33 Monkgate,
    York
    YO31 7WA

    You can contact them on 01904 725401 and if you click here you will be redirected to a map of how to find it.

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  • How do I contact the District Nursing Service?

    You can contact the the District Nursing Team by telephoning 01904 627635.

    Unfortunately they are no longer based within our surgery and so we are unable to pass any messages on to them.

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  • How do I contact the Health Visiting service?

    You can contact the Health Visitor Team, which is based at Clementhorpe Clinic, on 01904 724457.

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  • How do I find an NHS dentist in the area?

    If you are looking for an NHS dentist in the York area then you should register with the Dental Waiting List by leaving your name, address (including postcode), date of birth and contact telephone number.

    You can write to them at:

    NHS Dental Waiting List,
    FREEPOST,
    NEA13107,
    York. YO31 7ZX,

    Alternatively, you can telephone them on 01904 724107.

    If you prefer, you can email them at nyy-pct.DentalRegistration@nhs.uk  or you can register on line at www.nyypct.nhs.uk

    The dental service will contact you direct when a place becomes available.

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  • How long does it take to get a prescription processed?

    We undertake to provide repeat prescriptions within two working days of receipt of your request.  There is a collection box in the reception area at each of our three  sites where you can leave your requests.

    Repeat prescription forms are available if you have lost your request slip (right hand side of your last prescription).

    This service is ONLY available for medication that you have received from us.  You may be asked to make an appointment with the Doctor before your prescription can be issued.

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  • Why do you need details of my previous GP and address before I can register?

    We require this information in order to trace any of your medical records held in the UK. If you have lived in the UK before - even for a short period of time or many years ago and you registered with a GP, then you will have an NHS (National Health Service) number.  The local Family Health Services (FHS) have to find the correct NHS number to allocate to your registration with us.

    If you do not give us full details and the FHS cannot find a suitable match then your registraiton with us will not be processed until you provide us with the correct information.  Once your registraion has been processed then your previous medical records will be forwarded to us.

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  • If I am a student at the University why can’t I stay registered with my GP at home?

    In theory you can.  However, because your GP is being paid by the Department of Health to provide your healthcare, the expectation is that you will attend that GP surgery for all non- emergency treament. This will include coughs, colds, contraception advice, asthma follow-ups, medication requests etc.  The regulations do not allow us to treat students as temporary residents because the 30 weeks of term time is more than half the year.  Your 'home' GP can see you as a temporary resident.

    We can therefore, only treat health problems that would not safely wait until the next appointment available at your own GP practice.  Any on-going hospital treament should still be funded wherever that has been arranged in this country and we are able to refer patients requiring hospital treatment to any NHS hospital in the country.

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  • Can I make the text bigger and therefore easier to read?

    If you would prefer the text on this website to display a little larger, please click on the 'A's at the top right of the page, this will increase or decrease the text size accordingly. You can revert to the site's original settings at any time by pressing the F5 key on your keyboard.

    Alternatively, you can change the browser settings on your machine so that pages appear larger or smaller. This will then apply to all websites you visit.

    If you find the text needs to be even larger than that available using your browser settings, then you may find the RNIB website of help.

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  • Why do we need you to tell when you change address or telephone number?

    We ask for up to date contact details for you for various reasons:

    • If you are referred to the Hospital, the address and contact numbers we hold on your medical record are passed to the Hospital, so that they can contact you to make arrangements for your outpatient appointments.  If the Hospital cannot make contact with you, you may be removed from the waiting list.
    • The University of York do not share information about students, who are our patients, because of Data Protection.  Therefore, if you are a student at the University and a patient of the Practice and you change your contact details with the University, you must also do the same with the Health Centre.
    • If a clinic has to be cancelled or rearranged due to unforeseen circumstances, such as a clinician being on sick leave, then we make every attempt to contact patients to let them know.  If we have out of date contact information for you, this may result in you having a wasted journey to the surgery, for a booked appointment that can no longer be carried out.
    • There may be times when the Practice will write to certain groups of patients, such as those suffering with asthma or diabetes, to invite them to clinics.  If the incorrect contact details are held on a medical record, patients who require regular check-ups for, such as medication, could potentially be missed.

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