This guide tells you what to expect from Portcullis Surgery and how you can help them, so you get the best from the National Health Service (NHS).

According to our contract GP practices are required to have shared a link to the NHS England YYGP document on their practice website home page no later than 1 October 2025.  We have set out a personalised Charter for Portcullis patients in the information below:

When and how can you contact your general practice?

Portcullis Surgery is open from 8.30am to 6pm, Monday to Friday.

On Thursdays the practice is open for pre-booked appointments only until 8pm. We also have pre-booked online and telephone consultations on other evenings and some Saturdays of the month with our Doctors, nurses and counsellors.

Throughout these hours you, or your carer on your behalf, can:

• Visit the practice
• Call us on 01584 872939
• Go online and send us a message using the practice’s website https://florey.accurx.com/p/M82043
• Or book or cancel appointments on the NHS App.

You can choose the way you contact your practice based on what is best for you.

What if the practice is closed?

If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.

What if it’s an emergency?

If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.

What happens when you contact your practice to request an appointment?

Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.

This could be:

• An appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to another NHS service.

Portcullis Surgery will decide what is best for you based on your clinical need and do not and have never asked patients to just call back the next day. If we do run out of capacity we may call you back the next day.

For any medical condition that is serious or persistent, a Doctor or Advanced Practitioner should always be your first point of contact.

Who might help you?

You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like an advanced nurse or advanced paramedic.

If you have a carer, they can speak for you with your consent.

You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.

We will always offer appointments with our clinicians first; “Practice first” and actively promote our patients to book with the same clinician who knows them so they can form lasting relationships with trusted clinicians; “Continuity First” especially our patients with long-term conditions

From what age can you see a GP on your own?

If you are 16 or older, you can make and go to appointments by yourself.

If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.

For your convenience we also have weekly drop-in nurse clinics on Wednesdays (2-4pm) and Thursdays (5-6.30pm) for young people to access help and advice about any medical matter including sexual health and general check ups, without the need for a pre-booked appointment.

This service is available for all our registered patients who are under 30 years of age. All you need to do is turn up and ask to be seen in the “drop in” clinic.

What if you need extra help?

If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.

If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.

How do you choose a general practice?

You can:

• Call or visit a local practice
• Use Find a GP online.
• You can register online using our QR code below!

If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby. We do accept patients outside of our boundary area as an Out of Area patient.

Portcullis Surgery has excellent access with 97.5% patients seen within 14 days of booking an appointment (average for all Shropshire practices is 89%)

This is reflected in our excellent patient satisfaction rate which is one of the highest in Shropshire with 91% of patients rating their overall experience as good (national average is 75%)

Portcullis Surgery waiting times are low and have been low for sometime, our staff have worked very hard to improve access over the past year! We have increased the number of appointments provided and currently offer an average of 671 appointments per 1000 patients at our practice which is one of the highest number of appointments per patient in Shropshire. (the average number of appointments offered by GP practices in Shropshire is 454 appointments per 1000 patients)

Do you need ID or proof of address?

No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP.   You can also register with a practice if you are homeless.

Can a practice say no to registering you?

They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.

Can you choose which hospital or clinic you are referred to?

If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.

If you are new to the UK

You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.

If you are away from home but still in the UK

If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.

You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.

Do general practices charge for anything?

NHS GP services are free.  Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.

How should everyone be treated?

The practice should treat everyone fairly, kindly and respectfully.  Likewise, you should also treat staff with respect.  The practice can remove patients from their list if they are violent or abusive to staff.

To learn more about your rights, you can read the NHS Constitution.

How can you help your general practice?

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
3. Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
5. Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily.  Please keep an eye out for messages.
6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
7. Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. If you would like to join the Patient Participation Group please email our Duty Manager (portcullis.dutymanager@nhs.net) who will put you in contact with our Chair Alistair Barton.

How can you give feedback or raise concerns?

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.

You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.