As part of recent NHS contractual changes, we now operate a triage-first system. This means every request is reviewed by a clinician to ensure you are directed to the most appropriate service.

We are committed to providing high-quality care that is personal, safe and responsive. This approach helps us make sure you get the right care, at the right time, from the right professional.

 

Please click the 'Submit a new request' green button above to submit an online form (including appointment requests). If you are unable to use a computer, then please telephone us and a receptionist will complete this form for you.

Please keep your phone with you from the point that you submit your request.

 

📅 How do I request an appointment?

The quickest way to contact us is by using our ‘Contact us online’ service.

• Click the green ‘Submit a new request’ button above
• Complete the form with details of your request
• This service is available Monday to Friday, 8:00am to 6:30pm

If you are unable to use the internet, please telephone the surgery and a receptionist will complete the form on your behalf.

 

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⚡ What is the triage system and how does it work?

 

We operate a triage-first system, meaning all requests are reviewed by a GP on the same working day.

This helps us ensure you receive the right care, at the right time, from the right professional.

After reviewing your request, the GP will decide the most appropriate next step. This may include:

• Advice without needing an appointment
• A same-day urgent appointment
• A routine appointment at a later date
• Referral to another service (e.g. Pharmacy, St Albans Integrated Urgent Care Hub, Urgent Treatment Centre)
• Advice to attend A&E if your condition is urgent

 

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📞 Will I be contacted after submitting a request?

Yes. Once you submit your request:

• A GP will review it the same day
• You may receive a text message or phone call
• You may be contacted very quickly, so please keep your phone with you

If a telephone appointment is arranged, the clinician will make two attempts to contact you. If you do not answer, you may need to submit another request.

 

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🚑 What if my problem is urgent?

If your condition is medically urgent:

• You may be offered a same-day appointment
• This could be at:
  • Davenport House Surgery
  • St Albans Integrated Urgent Care Hub
  • Community pharmacy
  • Local NHS walk-in centre or Urgent treatment centre

If your condition is a medical emergency, you will be advised to attend A&E or call 999.

 

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🗓️ What if my problem is not urgent?

If your request is routine:

• You will be contacted to arrange an appointment at a later date
• In some cases, the GP may provide advice without needing an appointment

 

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👩‍⚕️ Who will I see at my appointment?

We have a multidisciplinary team to ensure you are seen by the most appropriate professional. This may include:

• GPs
• GP Registrars (qualified doctors training in General Practice)
• Final Year Medical Students
• Physician Associates
• Paramedics
• Nurses and Advanced Nurse Practitioner (ANP)
• Healthcare Assistants
• Clinical Pharmacists
• Mental Health Practitioners
• Physiotherapists

All team members work under GP supervision.

You will be informed who your appointment is with when it is booked.

 

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⏱️ How long are appointments?

Appointments are typically 10 minutes long.

To help us stay on time and provide safe care, we are usually only able to deal with one problem per appointment.

 

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🏠 Do you do home visits?

We are happy to visit patients who, due to a medical condition, are unable to attend the surgery and are classified as housebound.

We encourage patients to attend the surgery where possible, as facilities and equipment are available on site.

If you require a home visit:

• Please contact the surgery as early as possible, ideally before 11:00am
• Visits are allocated based on clinical priority
• Your condition may be triaged remotely and if deemed appropriate, referred to an urgent treatment facility / A+E

 

 

 

❌ What if I need to cancel my 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 letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

Please see our Did Not Attend (DNA) Policy for further information.

Did Not Attend Policy.pdf

 

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🌍 Can I contact the practice from abroad?

No. NHS regulations do not allow us to provide medical advice to patients who are outside the UK.

Please contact us again when you have returned.

 

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🏥 Visiting the Surgery

🚗 Is there parking?

We are unable to provide free parking at the surgery.

• There are two council-run car parks adjacent to the surgery which operate pay and display meters
• We have a designated disabled parking bay at the front of the surgery

We politely ask that this space is not used by able-bodied patients as a drop-off point.

 

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🖥️ How do I check in for my appointment?

On arrival, you may:

• Use our touchscreen check-in system for quick check in
• Check in at reception

 

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⏰ Arriving late

• If you are more than 10 minutes late, you may be asked to rebook your appointment
• If our clinicians are running more than 15 minutes late, reception will inform you on arrival

 

 

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🌅 Do you do early morning and extended hours appointments?

To support patients who are unable to attend during standard opening hours, we offer a range of early morning and extended hours appointments.

As part of the Harpenden Primary Care Network, we also offer additional routine appointments across local practices.

These appointments may be with a doctor, nurse, or other healthcare professional, and may take place at another surgery within the Harpenden area.

Appointments are available:

• Monday - Fridays: 18:30 – 20:00
• Wednesdays: 07:00-0800
• Saturdays: 08:00 – 17:00

This service helps improve access to care at more convenient times for our patients.

 

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👩‍⚕️ Continuity of care

We understand that many patients prefer to see the same doctor or nurse, particularly for ongoing conditions.

We will always try to meet your request. However, if a clinician is unavailable or demand is high, waiting times may be longer.

All clinicians have access to your medical record, and you may wish to see another clinician if you prefer not to wait.

 

 

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🔐 Consent to share information

To protect patient confidentiality, we are unable to share medical information with anyone other than the patient unless we have explicit consent.

If you would like us to discuss your care with a family member, friend, or carer:

• You will need to complete a Consent to Share form
• This is available from reception
• You will need to bring valid photo ID when submitting the form

Without this consent, our team will not be able to disclose any medical information, including appointment details.

 

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🌍 Interpreter services

If you require an interpreter, please inform reception in advance and we will arrange this for you.

This includes:

• Language interpreters
• Sign language interpreters

 

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📱 Text reminder service

We offer a text messaging service to send appointment confirmations and reminders.

To use this service, you will need to register and provide consent.

Please ensure your contact details are kept up to date, including your phone number, email address, and home address.

 

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🎓 Training practice

Davenport House Surgery is a training practice with a long tradition of teaching doctors who are specialising in General Practice.

This includes Foundation Year 2 (F2) doctors and GP registrars, who are fully qualified and supervised.

Occasionally, consultations may be recorded for training purposes. You will always be asked for your explicit consent beforehand, and you may withdraw this at any time.

 

 

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