Routine appointments are available Monday to Friday and
may be booked in advance. Simply telephone or call in. To
see a particular doctor or nurse at the surgery and time of
your choosing, please arrange your appointment well in advance.
We are taking steps to ensure your need/enquiry is handled on
the same day by an appropriate member of our practice team.
To cope with this demand patients will find more information is required of them by reception staff and that telephone triage is used.
Staff are trained to ask for basic details and a contact number from the patient. Details are added to the triage list. A clinician will then call back for a telephone consultation with the patient and advise further management, this may involve coming down to the surgery to collect a prescription or a face to face appt that day with an appropriate clinician for further assessment. Patients should keep the line available when a triage call is agreed, as busy surgeries mean the clinician can only call back each patient once.
Local practices who pool their resources will provide alternative settings for certain procedures and patients can elect to use the Walk-in-Centre in Broad St Mall for same day assessment of minor illnesses by appropriately trained staff some of whom will not be doctors.
The WiC is open 365 days of the year from 8am to 8pm. We would ask patients to reserve the A&E Dept for solely life threatening episodes or where there is an immediate need for Xray investigation.
The Out of hours service should only be used in instances of acute illness arising during the night or early morning. Our surgery has an automated appt booking system which operates 24 hours a day. It means patients can book appts even during off peak periods, lessening the burden on staff during the very busy periods of the day
Importantly the system can/should be used to cancel appts whenever the need arises. Your full co-operation with the above will ensure appropriate use of valuable NHS resources.
Pembroke Surgery Clinician E Mail service
In some circumstances you may wish to e-mail Dr Gerard D'Cruz and Lead Nurse Kim Frewin directly.
To ensure patient confidentiality, we have strict restrictions on how we manage communication by e-mail.
When you initiate contact with the Practice by e-mail, your consent for the practice to reply is implied; you acknowledge that our reply, depending on the nature of your query, may contain personal information about your medical care, and that you consent for this.
The information you send us by e-mail will always be treated in the strictest confidence by us, but please be aware that by sending information about yourself across the internet, whilst every effort is made to keep this information secure, we cannot offer any guarantees of absolute privacy. This is because e-mail is not a secure form of communication, unless encrypted and we cannot guarantee the security of the global internet/e-mail systems, which means that it is possible that your enquiry/message and our responses may be read by someone other then you or us.
Medical queries will always be entered into your medical records to ensure they are kept up to date.
This e mail facility is ONLY for NON-URGENT ENQUIRIES. Please DO NOT SEND E-MAILS ABOUT URGENT MATTERS.
If you send an e-mail when Dr Gerard D'Cruz or Lead Nurse Kim are on leave, you will recieve an "out-of-office" message stating the period in which they are away. If your query cannot wait till they get back please contact reception by phone or in person.
Online Patient Service
If you wish to register as a user for our online patient services which includes appointment and access to your detailed coded medical records, then please download the online request form attached below and return it along with photo ID to the Surgery. We will then e-mail you back your account details once we have generated these or alternatively you can pick these up from us during our opening hours at the main site.
Online registration form appt & detailed coded records
Online access patient information leaflet.docx
Televideo consultation Problems at Pembroke Surgery
Unfortunately unanticipated technical issues mean that the Televideo service is currently unavailable until these are resolved. We will let patients know as soon as the service is live again for televideo consultations.
Tele-video consultation registration form