IMPORTANT - Urgent / Same Day Appointments

If you have been given an 'Urgent / Same Day appointment', please be aware that you may be waiting slightly longer than usual due to the very nature of the appointment. Some patients take longer than 10 minutes allocated which may be due to them being acutely unwell, being referred to hospital or awaiting an ambulance. Your patience is appreciated but ask at Reception for approximate delay times if you are concerned how long you have been waiting.
Thank you. K Robotham, Practice Manager.

How to make the best of the Appointment System

Consultations with doctors and nurses are available by appointment on weekdays. We generally allow 10 minutes per appointment and try to keep to time, but please understand that some patients with complex problems cannot be dealt with in 10 minutes and you may be kept waiting. If you know that you will need more time, please ask if this is possible when booking your appointment, but bear in mind that this will mean fewer appointments available for other patients. Please try to keep to the 'one problem, one appointment' rule in order to reduce appointments running over time and thereby reducing waiting time for other patients.

You can book an appointment with the doctor or nurse up to eight weeks ahead.

Which Doctor or Nurse?

We try to provide as much choice as possible but also feel that continuity of care is important. We suggest that you book follow-up appointments for a continuing problem with the same doctor or nurse who saw you at the last appointment. We all have special interests and expertise and work closely together, so that we may ask you to see a different person or have a joint consultation.

Our Practice Nurse runs Hypertension, Diabetes, Asthma and COPD clinics, together with Well Woman and Well Man and Family Planning clinics. Please specify which clinic you would like to attend when making your appointment.

Urgent Appointments

We undertake to see anyone with an urgent problem on the same day by providing a number of same day appointments. Our Practice Nurse (see above) is also available daily from 8.00am to give telephone advice or surgery appointments on the day.


One of the doctors is on call during the day, from 8.00am until 6.00pm daily (1.00pm on Thursday).

We have full emergency equipment at the practice, including oxygen, defibrillator and ventilator. All staff are trained in basic life support.

Staffordshire Ambulance Service now provides a prompt emergency service in this area, through a network of first responders, supported by ambulance crews and an air ambulance.

In any serious emergency (e.g. severe chest pain, collapse, unconsciousness, serious accident, etc.) phone 999 first to ensure that appropriate support is on its way. You may then contact the practice for further advice and assistance.

Making Appointments

You can phone or call at Waterhouses surgery during normal opening hours to make an appointment. If you are attending for a blood test or clinic appointment, the nurse may make your next appointment during the consultation. We usually have the appointments schedule available two months in advance.

Please let us know if you are unable to attend your appointment so that we can allocate it to another patient if needed.


If you would like a chaperone present during your consultation with either the Doctor or Nurse, then please advise the Receptionist when booking your appointment, when you check in or when you are in with the Doctor or Nurse. This can easily be arranged and is available for all patients.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel they would like to. 
This chaperone may be a family member or friend; a member of our Nursing staff could also be your chaperone.

NOTE - Your Doctor or Nurse may also request a chaperone to be present for certain procedures.

If you would like to see a copy of the Practice's 'Chaperone Policy' or have any questions or comments about this service, please contact Kate Robotham, Practice Manager.

Patient Privacy

If you would like to speak to the Receptionist or Dispenser privately, please ask and this can easily be arranged for you.

Automated check-in

When you arrive for your appointment, please try and check yourself in on the touch screen in the Reception area. It is so simple to use (just follow the instructions by putting in the date and month of your birthday and it will 'arrive' you automatically) ... Really useful if the Receptionist is busy on the telephone or if there is a queue.

Telephone Consultations

Some issues can be dealt with by phone and the doctors and nurses reserve time each day for returning phone calls. Leave a message with the receptionist if you would like a call saying to whom you would like to speak and, where possible, what it is about (e.g. test results). All messages are logged on our computer system and dealt with as soon as possible. We prefer not to have consultations interrupted except in emergency.

All the outgoing phones in the Practice are "withheld numbers". If you ask for a call from a doctor or nurse please ensure that you give a telephone number that does not bar these calls, eg a mobile phone or work number if relevant.

GP Trainees and Medical Students

This is a training practice, and we often have medical students at different stages of their training working alongside the doctors and nurses. When you make an appointment you may be asked if you are willing to see a student before you see the doctor. Your help in the training of our future doctors is greatly appreciated by the practice. However if you prefer not to talk to a student please do not hesitate to say, and you will be offered another appointment with just the doctor.

Please see our Meeting Medical Students leaflet for more information.

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