Appointments


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APPOINTMENTS

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Other ways to book your appointment

By telephone: Call 0207 703 7393 during our opening hours.

In person: Visit reception during opening hours.

Online Consultation: Consult with one of our GPs online


Please remember to cancel your appointment if you don't need it anymore so that we can give it to another patient.

Click here for further information

General Information

At 8am every work day morning, we release doctor appointments for the next two working days. This means that at earlier times of each working day there are always doctor appointments to book for the next two working days. In addition, we always have doctor and nurse appointments available to book two to six weeks in advance to enable patients to plan their routine health care. 

We do not have any face to face appointments available to book on the same day. If you consider you have an urgent medical issue, please call us between 8am - 11.15am and we will arrange for a doctor to call you back within the hour to discuss your issue. The doctor will ask you some questions about your urgent medical issue and will then decide on the safest and most appropriate medical care for you. This may mean asking you to come in on the same day to see a doctor or nurse, or they may offer a safe alternative option appropriate for your issue. This could save you an unnecessary trip to the practice and ensure that those that need to be seen always do in a clinically safe way. Please be aware that we do not offer any walk-in appointments. 

As well as the urgent medical issue call backs, we also offer bookable telephone appointments with our doctors. These appointments are at the end of the morning surgeries and at various times during our afternoon surgeries. These appointments can be used by patients who might want to follow up on a previous issue or would like some quick advice that doesn't need a face-to-face appointment.

We allow 15 minutes for our face-to-face doctor appointments and 5 minutes for our telephone doctor appointments. We try to keep to time as much as possible however, there are always occasions that a delay is unavoidable as a patient needs a bit more time. Where possible our receptionist team do aim to keep you informed if your appointment is running more than 20 minutes late.

Find out how you can get the most out of your appointment.

Urgent appointments

If you have a clinically urgent problem during surgery hours please call us on 0207 703 7393.

If you do not have a booked appointment, we will arrange for a clinician to contact you on the same day. The clinician will ask you some questions and then offer advice on what the best appropriate next steps are. This may mean they ask you to come in to see a clinician here at Villa Street or offer a clinically safe alternative option. 

For more information please see our urgent problems and out of hours page.

Extended Hours

Our practice offers extended opening hours.

The extended hours clinics operate every Tuesday evening from 6.30pm to 8pm. There are appointments available to book with a doctor or a male nurse. These are bookable appointments only. 

Please also see the information below about GP access available 8am - 8pm, 7 days a week for North Southwark residents at our hub in Bermondsey Spa Medical Centre. 

GP extended access

8am - 8pm 7 days a week for residents in North Southwark

We have worked with other local practices within our GP Federation (Quay Health Solutions CIC), to provide GP extended access 8am - 8pm, 7 days a week at a central hub location at Bermondsey Spa Medical Centre, Old Jamaica Rd, SE16 4BN. This is not a walk-in service.

An appointment can be booked at this service by a clinician at Villa Street. The clinician at Villa Street will check that this option is right for you. For some patients, for instance those with more complex needs, it is more suitable to be seen here at Villa Street rather than at our extended access service. Any patient using the extended access service would also need to agree to share their medical records with the hub on arrival. Ask at the practice for more information.

Free Text Reminders

This service reminds you of an appointment via a text message. All registered patients are automatically opted into the service.

Please ensure if you wish to use this service we have your correct mobile telephone number and inform us as soon as possible if your number changes.

If you do not wish to subscribe please contact the surgery and inform reception that you wish to opt out.

Chaperones

We have a number of trained chaperones available to support you during your appointment. If you would like a chaperone to be present when you see a doctor or nurse, please let a receptionist know when booking your appointment so that this can be arranged. If you decide you would like a chaperone to be present when you arrive for your appointment or even during your appointment we will try to arrange for a chaperone to be there for you, however sometimes it is not possible at short notice so we may need to reschedule your appointment for a time we are able to provide a chaperone.  For further information please see our Chaperone policy.

Cancelling an appointment

Please let us know if you do not need your appointment anymore or are unable to attend so that we can give the appointment to another patient. You can let us know by any of these methods: 

  1. Online: Patient Access
  2. Text message: just reply to our text message appointment reminders
  3. Telephone: leave a message on our cancellation line 020 4358 4888
  4. In person: drop in and let the receptionist know in person

Every day we lose up to 10% of our booked appointments due to people not attending. Please help us to reduce waiting times by letting us know and we can then help more patients. If a patient regularly fails to attend booked appointments, the practice will contact the patient to discuss how best to minimise the risk of this happening again.