Appointments

Choice of Face to face or Telephone appointments now available (June 2022)

We now offer a choice of Face to Face (in person at the Surgery) or Telephone appointment slots with Doctors and Advanced Practitioners. 

These can be booked Online, via our Auotattendant, and via Reception. 

 

If a slot name says 'At Surgery or Phone' - the clinician is at Surgery and you can choose to attend surgery or say your contact number and 'Telephone' if you want a Telephone call. 

An Appointment Reminder text 24 hours before your appointment will say  'At surgery OR Telephone'

 

If an Online slot name says 'Phone' or 'Telephone'  - the clinician may be working REMOTELY (not in surgery) - so this is a TELEPHONE ONLY slot. 

The Appointment Reminder text 24 hours before your appointment will say  'Telephone only'

 

(Unfortunately our new Reminder system does not allow us to send Appointment Reminders by email)

Same Day appointments now open for booking at 7am when booking Online and on our 24 hour Telephone Automated Booking system

Q Buster

During opening hours, if there are 4 callers ahead of you,  you will be offered Q Buster.

If you accept Q Buster, you will keep your place in the queue and a Call Handler will call you back when you reach No. 1 in the queue.

If your number is busy or there is no answer (but NOT if it reaches an answerphone), QB will try again.  Your next call to the surgery from the same number will be prioritised that day.

Q Buster clears all calls at 6pm. 

Please continue to wear a face mask in surgery

About e-Consult

eConsult allows you to tell your story your way, explores your symptoms in depth with you and directs you to the most appropriate advice. The form is confidential. 

Note:  this should not be used for urgent problems

eConsult is available to use Monday to Friday, 8am to 8pm

Click the e-Consult image above to start your consultation

Save time - you might be able to get what you want without an appointment

Many requests and conditions don't need an appointment which will save you time!

Look at the following information before booking:

Help and Advice - advice and information to help you look after yourself

Sick Note - order them online

Referral Request

Self Referral

e-Consult

How to book an appointment if you have an Online Account and How to set up an online account without visiting the surgery

SystmOnline Online Services

 

If you have set up an online account with TPP SystmOnline or their Airmid App,  click the link above to book an appointment online. 

Your TPP SystmOnline password can be used for the new TPP Airmid UK mobile device App. 

If you don't have an online account yet, you can verify your identity and create an online account without visiting the surgery using the NHS App: See the links and Videos at the top of this page. 

Online Booking TIPS

 

Check if your Slot Name says 'Phone only'

  • Doctors, Advanced Nurse Practitioners (ANPs are available to book online but please check the advice section: WHO to book for WHAT type of problem
  • It is helpful if you write a very brief reason for your appointment but please note that this will be visible to surgery staff and you can write 'private' if you prefer. 
  • Please write your contact telephone number next to the appointment if you want a Telephone appointment. 
  • If you are booking on behalf of somebody you care for please ALSO write your name, your role, and your contact number. 
  • Remember Telephone appointments can sometimes run late
  • Please do not book appointments for 'Medicals', forms, letters etc.  Please telephone reception as you will need to pay in advance (we have a Card reader)  & wait 1 week for this 'non-NHS' private work.

How to book an appointment using our 24 hour Telephone Auto-attendant

Telephone 01273 770555 and choose Option 1 when you hear the words 'Welcome' or 'Closed'

Book an appointment straight away - no Password or account needed.

Follow the prompts using just the buttons on your phone - no need to speak to a receptionist - press the buttons slowly and firmly - it may take a few tries for the system to recognise you. 

Doctors and Advanced Nurse Practitioners (ANPs) can be booked on our Auto attendant.  Please check the advice section on this page 'Who to book for What type of appointment' for problems that ANPs cannot see.

You will need to choose: 

  • Urgent (today) or non urgent (another day)

 You will be asked to record a short reason for your appointment which will be saved on your appointment screen.  You can say 'Private' if you wish.  After recording your message you must stay on the line to book and confirm an appointment.  IF YOU DO NOT BOOK AND CONFIRM AN APPOINTMENT YOUR RECORDED MESSAGE WILL BE DELETED.

If you choose a Telephone ONLY Appointment the Auto attendant will ask you what number you want to be called back on.  (Please note if you give a new number this will be saved on your appointment screen but will not be automatically updated to your medical record contact details).  

Other appointments by invitation only:

Cervical Screens, Childhood immunisations , Blood Tests, NHS Health Checks , Asthma Annual Reviews Age 18+ (Telephone), and Flu (in season) can also be booked using this system WHEN INVITED. 

NOTE:

If you update your registered telephone number on your medical record you will need to wait 24 hours before using the service. 

Non NHS work:

Please do not book appointments for private 'Medicals', forms, letters etc.  Please telephone reception as you will need to pay in advance and wait 1 week for this 'non-NHS' private work.

Autoattendant flow chart JUNE 2022.pdf

How to Book by speaking to Reception

Telephone 01273 770555, Monday to Friday 8:00 to 18:00 

(DO NOT come to the reception desk)

Choose Option 2 for reception, followed by Option 2 for appointments

  • Phone lines are answered Monday to Friday
  • 8:00 to 18:00 (18:30 for urgent problems).
  • It is helpful if you tell reception a short reason for your appointment but you can say it is private if you prefer
  • Q BUSTER will be offered when queuing to speak to reception - if there are 4 callers ahead of you in the queue you will be given an option to hang up but keep your place in the queue. 
  • Reception can also book you an appointment in the Improving Access Service which runs at weekends and late nights - see more information below

 

Home Visits for patients unable to use private or public transport to attend surgery

To request a home visit from a doctor telephone 01273 770555, choose option 2 for reception, then option 1 for home visits.

If you need to see a doctor but are unable to attend the surgery, please telephone before 11:00 on the day that you want the visit if possible. 

Home visits are only for people who are genuinely housebound. This means people who, for medical reasons, cannot use private or public transport to attend the surgery. 

Home visits are made at the discretion of the clinician. A clinician may telephone you first to decide if a visit is necessary.  You may be visited by an advanced nurse practitioner (ANP) instead of a doctor. 

Who to book for what type of appointment

Advanced Nurse Practitioner (ANP)

Advanced Nurse Practitioners (ANP) Kerie Henley and Jo Justice can be booked Online and on our Autoattendant. 

They can diagnose, prescribe and refer and should be used like a Doctor  

Except they cannot:

  • Issue Sick Notes
  • treat pregnancy related problems
  • treat serious mental illness
  • Do Medication Reviews
  • see babies who have not had their 6 week check with a Doctor

in these cases please book an appointmbent with a Doctor instead.

ANPs are NOT part of our Nursing team and must NOT be used for any of the routine Nursing Team appointments listed in the Nursing Team section on this page

Please also note:

Nurse Practitioner Jenny Lamper can ONLY be booked for Women's health problems over the age of 18 such as Menopause and HRT, and Contraception.   Jenny's appointments are not bookable online or on Auto Attendant. 

Nurse Practitioners Clare Helps and Natalie Woodman can only see patients aged 18 and over and can only be booked via Reception. 

 

 

Routine and Same Day Appointments

  • Routine appointments can be booked up to 6 weeks in advance and are usually available within a few days (excluding weekends and bank holidays)
  • Same Day appointments open for booking from 07:00
  • Please only book Same Day appointments for problems which you think might be too serious to wait for a routine appointment in a day or two. 
  • If Same Day appointments are full you may be offered an appointment with our Duty Doctor.  Patients in the Duty Doctor clinic will be seen in the order of clinical need so there may be a very long wait.  

New! a range of other health professionals are now available to book via Reception

Our team now includes a wider range of health professionals who may be suitable for you to consult. See our Staff Page for more details.

The list includes:

  • First Contact - Advanced Musculo-skeletal Physiotherapist
  • Physician's Associate
  • Paramedic
  • First Contact - Mental Health Practitioner,
  • Social Prescriber
  • Clinical Pharmacist

 

Continuity of Care

If you are making an appointment try to see the same doctor each time, particularly if it involves an ongoing or chronic condition, as they will know your case better. This is also important if a doctor orders tests for you. It is sometimes difficult to get up to speed with all of your past problems and latest results if the doctor hasn't met you and you will have a better outcome by seeing the same clinician where possible, even if that means waiting a few days. 

Registered Practice Nurses, Health Care Assistants, Phlebotomist

When to book a member of our general Nursing Team (NOT Advanced Nurse Practitioners or Nurse Practitioners*)

Due to Coronavirus some routine Nurse appointments are still Telephone only if appropriate. 

  • Our Nursing Team includes Practice Nurses, Healthcare Assistants and a Phlebotomist (for blood tests).
  • The followingg Nursing Team appointments can be booked Online or via our Auto Attendant when you receive an invitation:  Childhood Immunisations, Cervical Screens, 5 year NHS Health Checks for over 40's, Blood Tests, Flu jabs, Asthma Annual Review Age 18+ Telephone only. 
  • For most Nursing Team appointments it is essential to speak to reception staff.  This is because different nurse appointments have different requirements for staff qualifications and length of appointment, and have specific patient instructions.
  • Nursing Team appointments are usually available to book up to 6 weeks in advance and are available from early to late.
  • You may also book a telephone appointment with a Practice Nurse, or you may leave a message for a Practice Nurse and ask that they call you back.

Click below for a List of appointments that should be booked with our Nursing Team

 

 

Nursing Team Appointments.pdf

Annual Reviews of Long Term Conditions with our Nursing Team or Clinical Pharmacist.

PLEASE NOTE: from August 2020 due to Covid-19 coronavirus some reviews will be byTelephone appointment. We will ask you to attend only if necessary.   

Telephone our Annual Review line:  01273 224865

  • If you have one or more long-term conditions you will be invited to book a single annual review with a Practice Nurse or our Clinical Pharmacist near your birthday. 
  • For some kinds of Annual Review you will be asked to make an appointment with a Health Care Assistant or Phlebotomist before attending an appointment with a Practice Nurse or Clinical Pharmacist.
  • Please book your review by calling our dedicated review line 01273 224865 which is open 8:30 and 5:30 Monday to Friday.
  • Annual Reviews cannot be booked Online or via our Automated Telephone system.  This is because different reviews have different requirements for staff qualifications and length of appointment, and have different pre-appointment instructions.

Telephone Appointments

 

Please use a Telephone appointment slot if you want a Telephone consultation.  If booking online

  • write your contact telephone number next to the appointment  and a brief reason for the booking.
  • If you are booking on behalf of somebody you care for please ALSO write your name, your role, and your contact number. 
  •  Remember that telephone appointments may sometimes run late, just like face to face appointments.
  • Please only book single appointments– if you think you need longer please book via reception.
  • Please note that, if Same Day appointments are full and reception book you with the Duty Doctor, your Telephone Appointment may not be listed Online or on Auto-attendant.  Duty Doctor Patients may be consulted in the order of clinical need so there may be a very long wait.

Blood Test Appointments

Blood tests must be ordered by an NHS Clinician.

Bookable Online and on Auto-Attendant.

Blood Tests at Charter Medical Centre:  Must be ordered by Charter Medical Centre clinician - Age 18 and over only

  • Blood tests at Charter Medical Centre for Adults at Charter Medical Centre can be booked via our Auto-Attendant, Online or via Reception.  Blood tests must be requested by an NHS Doctor or Nurse.  
  • For fasting Blood Tests eat nothing, and drink only water for 12 hours before your appointment. Continue to take your medication as normal.

Blood Tests at Hove Polyclinic must be ordered by a Charter Medical Centre clinician.  Age 16 and over

  • For blood tests ordered by a Doctor or nurse at Charter Medical Centre, patients over 16 may book an appointment at the SCFT Community Phlebotomy Service at Hove Polyclinic  

 Hove Polyclinic - Monday to Friday, 8.30am to 3.30pm – maximum 50 appointments per day

Appointments have to be booked in advance via the single point of access on 01273 265580 or via email: 

sc-tr.phlebotomybrightonhove@nhs.net,

These clinics will remain appointment based going forward. Waiting times are currently 2-3 weeks for an appointment,

You will need to take a copy of your Blood Test Referral Form, available from reception.  Please telephone the service for information before attending or click here:  Community Phlebotomy Service.  This service CANNOT do blood test which have been ordered by your hospital doctor or hospital nurse. 

Tests at Royal Sussex County Hospital -  ordered by an NHS Hospital clinician -  Age 16's only 

  • Royal Sussex County Hospital 

    Telephone: 01273 696955 extension 62747 before attending

    You will need a copy of your Blood Test Referral Form, available from reception if the test was ordered by Charter Medical Centre.

All Children aged 15 and under 

Royal Sussex County Hospital 

Telephone: 01273 696955 extension 62747 before attending

You will need a copy of your Blood Test Referral Form, available from reception if the test was ordered by Charter Medical Centre.

Appointments with Trainees

Appointment with GP Registrars

Charter Medical Centre is a training practice for GP registrars.

A GP registrar is an experienced doctor who has decided to pursue a career in general practice.

The registrar is usually based in the practice for one year and is fully supervised by one of the doctors who has been trained to teach. You will be informed when booking your appointment if you are seeing the registrar.  You may choose to see a GP rather than a registrar and this will not affect your consultation in any way.

The practice needs to be inspected for this purpose and this involves inspection of the medical records. Only doctors approved for this purpose will do this and they will respect completely the confidentiality of the information.

If you do not wish your notes to be subjected to a confidential review, please let us know in writing, addressing your letter to the practice manager.

Periodically during their training, GP registrars are required to video tape their consultations. This allows for analysis of their consultation skills. These videos are completely confidential and are viewed only by experienced trainers. You will be informed prior to seeing the registrar if a surgery is being recorded and you will be asked for your full consent to the recording prior to seeing the doctor. If you do not wish to be filmed, the camera will be switched off. This will in no way affect your consultation.

Click here to visit the Brighton VTS website.

Other trainee Clinicians & Students

Trainee Advanced Nurse Practitioners /  Physician's Assistants /Paramedics 

We are a training practice for Advanced Nurse Practitioners / Physicians Assistants /Paramedics . You may be offered an appointment with a trainee.

You will be informed when booking your appointment that you are seeing a trainee, and you may choose to see a different clinician if you prefer.  

Trainees are supervised by Doctors and Advanced Nurse Practitioners.

Medical and Pharmacy Students

Medical and pharmacy students from Brighton University sometimes spend time visiting the practice.

As students, they observe consultations but do not treat patients.

You will be informed if a student is observing consultations and you may choose not to have one present when you see the doctor.

 

How we keep patients and staff safe from Coronavirus

We are following Government advice. 

 

EXTRA Evening and Weekend appointments with the Improving Access Service at Charter Surgery or Trinity Surgery

Ask Reception if extra appointments are available in the evenings and weekends with the Improving Access Service (IAS).

This NHS service offers evening and weekend appointments with Doctors and other health professionals.   With your permission, the IAS clinician is able to remotely view and edit the electronic medical record held by your own GP Surgery. 

The IAS clinic is located at Charter Medical Centre or Trinity Medical Centre (near George Street) on a 3 month rotation. 

You may be able to see your own Doctor if they are working for the EHS service.  

To book an IAS Appointment at either Charter or Trinity, telephone Charter Medical Centre Reception 01273 770555 Monday to Friday 8am to 6pm. 

To request an IAS same day appointments at the weekend,  telephone 111 for the NHS 111 Service. 

Patients must give consent for their notes to be both read, and added to.

IAS Appointment Times at Charter or Trinity Surgery

 

Monday

18:30 - 20:30

Tuesday

18:30 - 20:30

Wednesday

18:30 - 20:30

Thursday

18:30 - 20:30

Friday

18:30 - 20:30

Saturday

08:00 - 14:00

Sunday (1 per month)

09:00 - 13:00

IAS Cancellation line: 07540 745728

IAS email: ehsBrighton@nhs.net

IAS website: http://www.extendedhoursservice.co.uk/

We have a new BSL video service

We have a new Telephone translation service

Click HERE for more information on our News page

Touch Screen check-in

For Face to Face (in person) appointments - please our touch screen Check-in Screen on arrival

No need to queue for reception

 

Cancellations & Reminders

Cancel an Appointment

Please let us know in good time if you cannot attend your appointment.  

You can cancel via:

  • Text reply to our appointment reminders
  • 24 hour automated telephone system
  • Online

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Late For Your Appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

Opening Times

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