Other Information

Out of Hours Services

When the surgery is closed urgent care can be accessed by dialing 111 which is the NHS 111 service (see below).

If NHS 111 identify that you require Primary Care services (such as a GP or Nurse) they will forward your call to South East Health who have been commissioned to provide this service when GP surgeries are closed. For the Canterbury area the centre is presently based at Queen Victoria Memorial Hospital, Herne Bay. The service provides telephone advice and face to face consultations by appointment with a team of health care professionals, but please note that this is not a drop-in centre. When clinically warranted home visits are undertaken.

NHS 111

The NHS 111 service is available for patients who require urgent medical care via the easy to remember, three-digit number 111. Calls from landlines and mobile phones are free and the service is available 24 hours a day, 365 days a year to respond to people’s healthcare needs, when:

  • they need medical help fast, but it‟s not a 999 emergency;
  • they don’t know who to call for medical help or do not have a GP to call;
  • they think they need to go to A&E or another NHS urgent care service; or
  • they require health information or reassurance about what to do next.

Callers to 111 are put through to a team of highly trained call advisers, who are supported by experienced nurses. They use a clinical assessment system and ask questions to assess callers’ needs and determine the most appropriate course of action, including:

  • callers facing an emergency will have an ambulance dispatched without delay;
  • callers who can care for themselves will have information, advice and reassurance provided;
  • callers requiring further care or advice will be referred to a service that has the appropriate skills and resources to meet their needs; or
  • callers requiring services outside the scope of NHS 111 will be provided with details of an alternative service.

Patients' Views

We welcome comments and constructive suggestions to help us improve our service. If you have any comments, or if you have experienced problems, we would encourage you to speak to a member of the Practice team. If you prefer to write down your comments our Practice Manager, Mr Jeremy Lawrence, or our Complaints Lead, Dr J P Molony, would be happy to receive your correspondence.

Teaching and Training

We are a teaching practice for medical students, nurses, junior doctors and doctors specializing in General Practice. Sometimes, one of our team may have a Doctor or Medical student or Student Nurse with them during the consultation. When this happens we will always ask you whether you are comfortable with this, or whether you would prefer to see your Doctor or nurse on your own. Sometimes, a video recording may be made of the consultation but this will only happen if you have given your written consent. Additional information concerning teaching and training is available in the Waiting area or on request.


Canterbury and Sturry surgeries have access and toilet facilities for disabled people. Staff will be pleased to assist with practical problems of disability. Please ask them.

Patient Group

In order to include our patients in decision making regarding the services we offer and on any proposed changes to services we have a patient group consisting of patients from both of our sites. The group meets on a quarterly basis and discusses any pending changes to services, suggestions for improvements or other issues that may improve the patient experience. If you are interested in becoming a member of the patient group please contact the practice manager for more information.

Dial 111
Dial 111 Only if:

  • you need medical help fast but it's not a 999 emergency
  • you think you need to go to A&E or need another NHS urgent care service
  • you don't know who to call or you don't have a GP to call
  • you need health information or reassurance about what to do next

NHS 111 is available 24 hours a day, 365 days a year.

Calls are free from landlnes and mobile phones for more information visit www.nhs.uk/111