Appointments

Appointment System Information

Priority for Sick Children

Sick children are seen as soon as possible after their arrival at the practice and this may be quicker than a home visit. If you are in any doubt about bringing your child out please call the surgery first and the doctor can advise.

Why your appointment may be late

Emergencies can arise from time to time and we hope you will understand if doctors and nurses are called out during a surgery. Similarly some problems require more of your doctor’s time and therefore the surgeries may run late.

Remember – one day it may be you who needs the extra time.

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.

Cancelling or changing an appointment

To cancel your appointment:

• use your NHS account (on the NHS website or in the app).
• phone us, Monday to Friday, when we are open.
• visit your usual surgery and speak with a receptionist, Monday to Friday, when we are open.
• complete an online form on this website.

If you need help when we are closed

If you need medical help now, use NHS 111 online or call 111.

NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.

Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.

Walk in Centres

NHS Walk-in centres provide treatment for minor injuries and illnesses seven days a week. You do not need an appointment and will be seen by an experienced NHS nurse.

Adult Urgent Treatment Centre, Lister Hospital

Luton NHS Walk-in Centre, 14-16 Chapel Street, Luton, Bedfordshire, LU1 2SE – Tel: 01582 556400

Urgent Care Centre – New QE11 Hospital, Howlands, Welwyn Garden City, Herts, AL7 4HQ – Tel: 01438 314333

Hitchin & Whitwell PCN Enhanced Access 

The Enhanced Access service is available to all Hitchin & Whitwell patients. The purpose of Enhanced Access to provide more capacity within General Practice as well as more appointment flexibility to patients who cannot attend during the usual working hours. They offer appointments between the following hours:

Monday to Friday : 18:30 – 20:00

Saturday: 09:00 – 17:00

Appointments are held at Portmill Surgery, 114 Queen Street, Hitchin, SG4 9TH.

We offer a range of clinicians such as GPs, Nurses, Advanced Nurse Practitioners, Pharmacists and HCAs. The services we provide in Enhanced Access are, but not limited to, cervical screening, medication reviews, minor illness consultations, dressing appointments, ear irrigations and long term condition reviews.

Reasons For A Home Visit

We’re here to help

We understand that when you’re feeling unwell, travelling to the surgery can sometimes feel difficult. Our team is here to support you and will always consider your individual circumstances when deciding the best way to care for you.

When we can offer a home visit

Home visits are available for patients who are unable to attend the surgery due to medical reasons, such as:

• Being confined to bed
• Living with a serious or terminal illness
• Being too unwell to travel safely

If this applies to you, please contact us and we will do our best to help.

How to request a home visit

If you think you may need a home visit, please:

• Call reception before 10:00am where possible
• For urgent same-day requests, call 01462 453232 before 10:30am
• A doctor will usually call you back to understand your needs and assess urgency

Please try to keep your phone nearby, as this helps us respond as quickly as possible. If we’re unable to reach you, it may delay or prevent a visit.

Why we may ask you to come into the surgery

Whenever possible, we encourage patients to attend the surgery. This is because:

• We have better equipment and facilities to examine and treat you
• We can often see you more quickly
• Our wider team is available to support your care

Even if you feel unwell, attending the surgery often allows us to provide safer and more effective treatment.

When a home visit may not be the best option

We may ask you to come into the surgery if:

• You are able to leave your home, even with support (such as walking aids or a wheelchair)
• The difficulty is related to transport, childcare, or convenience rather than medical need
• There are more suitable services available to help you

If you’re unsure, please call us—we’re happy to guide you.

In an emergency

If you think you may be experiencing a serious condition such as chest pain, stroke symptoms, or severe breathing difficulties, please call 999 immediately.

Using our home visit service fairly

Home visits take significantly more time than surgery appointments. In the time it takes to carry out one visit, a doctor may be able to help several other patients in the practice.

By reserving home visits for those who need them most, we can make sure all our patients receive timely and appropriate care.

A final note

If we feel a home visit isn’t the most appropriate option, we will always explain why and help you access the care you need in another way. Our priority is to provide safe, effective, and fair care for everyone.

Chaperones 

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety and comfort of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone can be a friend or family member. On occasions you may prefer a formal chaperone to be present i.e a trained member of staff.