Our appointment system
The way you request an appointment is changing
From October 8 2025, the way you access appointments at Mildmay Practice is changing. You will no longer be able to book appointments directly with a doctor for medical issues.
Instead, all requests for GP appointments will now go through our online electronic consultation form. This allows you to tell us what help you need and explain your problem in your own words.
Once you’ve submitted an electronic consultation, a clinician will review it and decide the most appropriate next step. You’ll receive an outcome the same day — this might be a same-day appointment, a routine appointment, a phone call, or advice by message.
If you are unable to use electronic consultations, please call or visit reception. Our reception team will take down your details and pass them to the duty clinician for review.
To complete our online consultation also known as e-consult, please follow this link Consult Online from Home – Mildmay Medical Practice alternately you can visit the NHS App NHS App and your NHS account – NHS
Why Is This Changing?
Our new appointment system is designed to ensure everyone receives the care they need in a timely, efficient, and safe manner. Instead of traditional walk-in or phone booking methods, all GP appointment requests are now initially assessed (”triaged”) by our clinical team before an appointment is scheduled. This process helps us to prioritise urgent cases, direct patients to the most appropriate healthcare professional, and make the best use of our resources in order to get you the right care, at the right time, in the right way.
Benefits of The New System
We know our current system hasn’t always worked well for everyone.
Under the old model:
● It could be difficult to get through on the phone, especially in the mornings
● Some patients were unable to call at 8am due to work or caring commitments
● Appointments were booked without a clinician triaging appointment requests and considering the urgency of the problem
● Some requests (e.g. sick notes or prescriptions) didn’t always need an appointment, but there wasn’t a clear alternative
By introducing electronic consultation and same-day clinical triage, we aim to:
● Make it easier and fairer for all patients to access care. No more joining the 8am rush to reach us!
● Provide faster access, ensuring urgent issues are prioritised appropriately
● Improve continuity for those who need ongoing support
● Reduce frustration for patients and staff alike
This change is about fairer access and better care for everyone.
What’s Not Changing
Some appointments can still be booked directly with reception:
● Routine nurse appointments
● Cervical smear tests
● Immunisations and vaccinations
● 8-week baby checks
● Long-term condition reviews (as advised by your clinician)
This new system applies only to patients who need to see a doctor about a medical issue or other concern.
Frequently Asked Questions
Why are you changing the appointment system?
We’re adapting to meet increasing demand and new NHS guidance, which requires all online requests to receive a same-day outcome. The new system helps us manage requests more safely and efficiently.
Do I have to use eConsult?
We encourage everyone who can to use eConsult – it’s the quickest and most efficient way to reach us. If you can’t use it, please phone or visit reception and our team will take down your details and pass these onto the triaging doctor.
Will I still be able to see my usual doctor? Yes, where possible we’ll continue to offer continuity for patients who need ongoing care. The new system helps us identify those patients more clearly.
What if my problem is urgent? If your issue is urgent, it will be triaged by our duty clinician the same day. You’ll receive advice or an appointment as appropriate.
Can I still book nurse or vaccination appointments? Yes — nurse-led appointments such as smears and immunisations, together with other appointment types such as 8 week baby checks will still be bookable through reception.
Feedback and a Message from Us
Our patients are at the heart of everything we do. We want to ensure you feel supported as we move through this time of transition. These changes are as new for us as a practice as they are for you as our patients.
We anticipate there may be some challenges along the way, but we’re confident that, together, we can embrace these changes positively and continue to provide the best possible care for our community.
We’d love to hear from you as we make these improvements and value any feedback you may have. Please send these comments to admin.mildmay@nhs.net, marked FAO Practice Manager.
be more flexible and often means you get help sooner.
Cancelling or changing an appointment
The easiest way to cancel your appointment is to use the option on our phones systems. Alternatively you can:
- use your NHS account (through the NHS website or NHS App)
- phone us on 01234 567 890, Monday to Friday from 8am to 6.30pm
- reply CANCEL to your appointment reminder text message
If you need help when we are closed
If you require urgent medical assistance that cannot wait until we re-open, then please phone 111.
111 is a free-to-call single non-emergency number medical helpline which can be accessed 24 hours a day, 7 days a week. The NHS 111 number is free to call from landlines and mobiles within the UK.
If your call is a life threatening medical emergency that may require an ambulance please dial 999.
Evening & Weekend Appointments
We offer access to GP and Nurse appointments in the evenings and at weekends. This service runs:
Monday-Friday 6.30pm to 8.00pm
Saturday & Sunday 8.00am to 8.00pm.
To access this service please phone the surgery number (020 7923 1999) any time between 8.00am and 8.00pm – 7 days a week – to ask for an appointment with them.
If you need help with your appointment
Please tell us:
- if there’s a specific doctor, nurse or other health professional you would prefer to respond
- if you would prefer to consult with the doctor or nurse by phone, face-to-face, by video call or by text or email
- if you need an interpreter
- if you have any other access or communication needs
Disabled Access
The practice is fully accessible, and has an on-site car park available for people with disabilities.
Breastfeeding
Mothers are welcome to feed their babies whilst they are at the practice. Please ask at reception if you would like a private space.
Do you need an interpreter?
We offer an interpreter for both telephone and in practice appointments.
Whilst booking your appointment with the reception team, please inform them that you require an interpreter, and for which language.
Would you like a Chaperone?
Please enquire at reception.
Home visits
Where possible, we request that you telephone at 8.00am when a home visit is required for the same day.
Apart from the genuinely housebound, all other patients should attend the surgery rather than request a home visit.
On average four to five patients can be seen in surgery in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the surgery.
Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.
Cancel an Appointment
It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient.
If you fail to notify the practice that you are unable to attend, you will be sent a text message informing you that you have not attended. If you consistently fail to attend appointments made with us, you maybe removed from the list.
You can cancel your appointment with us by dialling our number and selecting the option which allows you to leave a cancellation voicemail. Where possible, please ensure that you are cancelling your appointment in good time so that the slot can be offered to someone else.
Text Reminder Service
We have a texting service which allows you to receive confirmation and reminders about your appointments.
To have this service you will need to register by completing a consent form.
Please remember to update your contact details with us when you change address, telephone numbers and email address.
[Text Reminder Consent Form]
Consulting Times
(Subject to change at short notice – please telephone the surgery for details)
| Monday | Tuesday | Wednesday | Thursday | Friday | |
| GP | AM & PM | AM & PM | AM & PM | AM & PM | AM & PM |
| Clinical Pharmacist | Not available | AM & PM | AM & PM | AM & PM | AM & PM |
| Nurse | AM & PM | AM & PM | AM & PM | AM | AM & PM |
All times and availability are subject to change at short notice, please check with reception for more information.
For guidance on who you should be booking your appointment with, the reception team will be able to help you.