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If you have a routine problem or a question which you feel does not require a face to face appointment then the doctors are all available for contact by phone. Please call reception who will take a message and some details from you, the GP will then call you back within 48-72 hours. Alternatively, you can book one of our pre-bookable telephone call back appointments.

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All GP appointments are of 10 minutes duration. It is helpful to bear in mind that it is difficult for any GP to attend properly to several problems in one 10 minute appointment, so please try to ensure you go with one problem, or two at the most.

Named GP

From the 1st April 2015 NHS England introduced a contractual requirement of a named GP for all patients.  Please ask at reception if you do not know who your named GP is, or you wish to change your named GP.  These new arrangements do not prevent you making an appointment or seeing any doctor of your choosing within the surgery as you would normally do.

Alpine House Patient Participation Group meeting held on 16th April 2019 at Alpine House.



Patient Representatives, Dr. J. Ellison, Ms. Andrea McGarry – Assistant Practice Manager


Agenda items




Previous minutes and action

Minutes reviewed and most action completed.













Patient information packs

The practice has information on cancer support services from Osborne House to help complete the cancer awareness pack.

Owing to Bank Holidays the other information packs from Charnwood (transport services, advice to patients on what to do when feeling unwell) have not been reviewed by the partners but will be discussed before the next PPG)


PPG minutes on the practice website

The practice would like minutes to be included on the website but would want them vetted and approved by one of the partners before being added to the website. XX would be able to put them on the website. This would need to be completed promptly (2-3 days) following receipt of the minutes from the chair. PPG felt that names need to be removed from the minutes provided to the public. AMG agreed to check privacy requirements with the DPO.

Outstanding from meeting on 16.04.2019


AMG to provide John Shelton with names and qualification of staff to put onto to photos and advise size needed for printing.

3rd party prescribing:

AMG to discuss patient training ideas during the next meeting with the CCG and local pharmacists



AMG to feedback progress on patient information packs at the next PPG meeting






AMG to coordinate the publication of PPG minutes onto the website.


Practice update

Music/Radio in the waiting area

License cost for music is £130.71 per area per annum. AMG is optimistic that the partners will approve this investment.


Walk-in service for GP consultations

There are concerns that the perceived benefits from introducing the walk-in service (greater patient throughput) are not being realised, hence it was concluded that further consideration with regards patient access needs to be undertaken. There was unanimous preference for the appointment service over the walk-in clinic from the PPG members. In order to verify the effectiveness of the walk-in clinic system and patient preferences the practice will be collecting more data on patient throughput and conduct a survey with patients to understand their preferences. The survey will consist of two questions

  1. Which service to you prefer: Walk in or appointments?
  2. Do you have any comments?

Data will be collected over a week and discussed at the Practice Managers meeting to decide the best way forward. It was agreed that any changes need clear communication using a variety of methods to make sure patients are aware (website, notice board, local magazines etc). There was a discussion on the best way to make sure all patients hear about any changes and an offer for the PPG to help distribute leaflets if the practice wanted to use this approach.



PPG members fed back that if patients just press 1 as soon as the practice phone is answered they will get transferred to reception straight away without having to hear the whole message (and get higher up queue to get an appointment). AMG was keen that patients should listen to the whole message as important information is communicated and agreed to speak with practice manager (LN) about how this can be managed.


PPG commented that greater availability of on-line appointments could be useful although AMG commented that sometimes the on-line appointment are not always taken up. Again, there needs to be good communication about this service and when the on-line appointments become available.








AMG – conduct patient survey.


























AMG – to speak with LN about phone message system.

Notice Boards

The practice has put together extensive information about mental health and where patients can get help to address the many aspects of mental health problems. This information is now displayed on Notice Board 2 – the Large Notice Board next to reception.


Information about repeat prescribing is on Notice Board 3 underneath the TV screen


The PPG will take control of Notice Board 1 at the far end of the waiting room with the immediate focus being on PPG Awareness Week 10-15 June (see below)














PPG Awareness week 10-15 June

XX has produced an excellent spread of posters to display in the waiting room about the role and purpose of the PPG for PPG awareness week and was thanked by all for her work.


It was agreed that during each day of PPG awareness week a member of the PPG would spend an hour at the surgery from 10.30am – 11.30am to answer questions about the PPG for any interested patients. We will have information leaflets to give out.

There will be a desk in the foyer from the Car Park.

Timetable for PPG members:

Monday 10th June – XX

Tuesday 11th June – XX

Thursday 13th June – XX

Friday 14th June – XX


In addition, the doctors will give information slips to any patients they feel could be valuable additions to the group.


There was a discussion on how many new members the PPG would be ideal. It was agreed that too many may be difficult to manage for meetings however having a list of patients interested in being involved but not necessarily to attend regular meetings would be useful to call on for ad hoc support or feedback. This could be the start of a virtual PPG group and will be reviewed depending on interest. 


XX – to display posters in advance of the awareness week.


XX – to develop information leaflets from the information on the posters.

XX – to produce an additional poster advising that PPG members will be available to answer questions and the times when this will be happening.

AMG – to set up a table in the foyer with a PPG poster

AMG – to produce copies of the information leaflet developed by MB

XX – to develop a form for recording contact details of patients interested in getting involved.

AMG – to ask doctors to give information slips to patients who they think could be good members of the PPG.

Community projects

The general view of the group that providing information about community projects that help wellbeing e.g. singing therapy groups would be valuable to share with patients of the practice and is fully aligned to the information about mental health currently being displayed. The group agreed to find out information about local projects and collate a list to share in the waiting room.

ALL – seek information about local wellbeing projects and send to CA

XX – collate a list to share at the next PPG meeting


There was feedback and acknowledgement that the walk-in blood clinic at times is very busy and along with patient and staff frustrations, privacy during these times is at risk of being compromised. The practice is aware that this is a challenge and are in the process of reviewing this service to identify improvements.


Next Meeting

Thursday 20th June 6.30pm-8pm

ALL – confirm availability for next PPG meeting

AMG to confirm partner availability.


Minutes prepared by PPG Chair                                                                                     Version 1          14.05.2019



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