Book an Appointment
- Use our online services to book an appointment online using either or econsult:
- Or Register and use our online service, NHS APP
- Or call our reception team for some more information: 020 7473 9399
eConsult offers several benefits, including:
- increased access to care
- improved efficiency for both patients and practices
- better triage of patient needs
It allows patients to submit requests for advice or assistance online, rather than needing a phone call or a physical visit. This can reduce waiting times and allow practices to prioritize urgent cases.
Appointments System
Routine appointments are ten-minute slots. Please arrive for your appointment in good time.
Late Arrivals
This protocol sets out the procedure to follow where a patient:
- is late for their appointment, but is less than 10 minutes
- is more than 10 minutes late, and less than 20 minutes late
- is more than 20 minutes late
- Telephones at short notice to advise that they will be late, in which case the above provisions will apply.
General Policy
Patients have a duty to attend for pre-booked appointments promptly, those attending a nursing appointment are asked to arrive 10minutes prior to their booked appointment time, this is to allow sufficient time to prepare themselves or their children. Patients are asked to take into account logistical difficulties or the time involved in travelling to the practice. The practice will, as far as practicable, see patients who arrive late, however this may be at the end of clinic and may involve a considerable wait for those who do not wish to re-book.
The clinical system records patient’s arrival times. Persistent late attendees may be sent warning letters.
The Practice website will incorporate a section advising patients of the late arrivals policy. Patients arriving late will need to check in at the front desk, it may not be possible for them to be seen, or that they may be seen only with a considerable wait.When a patient calls the practice to advise they are running late for an appointment this policy should be relayed to the patient, a comment should be added under the patient’s appointment advising of their call to the practice. The time the patient called along with the delay length should be recorded in the comment.
Less than 10 minutes late
The patient will be marked as arrived in their pre-booked appointment “slot”. The clinician will call them in at the first available opportunity. The patient should be advised of this and that there may be some delay while they are fitted in. The clinician is advised to show flexibility and to not unduly inconvenience patients who arrive within 10 minutes of their appointment time.
10 to 20 minutes late
The patient should be advised they are late for their appointment and encouraged to rebook. If the patient is unable to rebook and wishes to be seen they should be advised that the clinician will be advised of their late arrival and their appointment will be added to the end of the clinician’s appointment list, they will be required to wait and there maybe a considerable delay. The receptionist should add a comment under the patient’s appointment advising the clinician of the late arrival of the patient and that the patient has been advised they will have to wait. The clinician is advised to show flexibility and to not unduly inconvenience patients who arrive 10 to 20 minutes late of their appointment time.
More than 20 minutes late
The patient has missed their appointment, and should be rebooked. Where there is an indication of clinical urgency then the receptionist should seek advice from the clinician who the patient is booked to see. The receptionist should ask the patient to be seated while they consult with the clinician. The decision is ultimately the clinicians. All clinicians must take into account clinical urgency when making their decision.
The practice will not, at this stage, differentiate between patients who are persistent late attendees and others. This will be dealt with, should the need arise, by individual letter.
Non-urgent advice:
Sadly, we sometimes ask patients who miss more than three appointment to find another doctor.
We only see patients for routine consultation, meaning an appointment has already been arranged with the GP or Nurse. Because of the number of people asking for medical attention, it is not usual for you to see a doctor the same day unless deemed appropriate by the clinician. We can usually offer you an appointment within two working days but you may wait longer if you have asked for a specific GP or Nurse.
Non-urgent advice: Emergencies
If you become unwell, telephone us for the next available appointment but if you need immediate treatment you may be asked to go to the Newham Urgent Care Centre at Glen Road, Newham General Hospital, E13 8SL.
Tel: 020 7363 9200
Fax: 020 7363 9210
No appointment is needed and assessments are carried out by experienced NHS nurses.
Practice Nurses
In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many ailments and you may be seen more quickly.
Telephone Access
Our doctors operate a policy of not taking calls whilst they are seeing their patients. We also do not run a system of leaving messages for our GP’s, instead you should complete and form via the online consult system for a GP to review.
Chaperones & Interpreters
If you require a chaperone or interpreter to attend with you when you see your doctor please notify the receptionist and she will arrange this for you.
Home Visits
Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception as early in the day as possible.
You may only request a home visit if you are housebound or are too ill to visit the practice. We do not make home visits because you don’t have the means to reach us. There are a number of transport options available to those who cannot provide their own transport including minicabs and the “Dial-a-Ride” service. For further information please contact London Borough of Newham
You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.
Cancel an Appointment
Cost of lost appointments for March 2023 is £6705
- 77 doctors and nurse practitioner appointments were lost. Each appointment costs £45.
- 70 practice nurse appointments were lost. Each appointment costs £18
- 165 healthcare assistant appointments were lost. Each appointment costs £12
Please notify the surgery on 020 7473 9399 in good time if you are unable to keep your appointment so that it can be offered to somebody else!
Teaching Practice
Tollgate Medical Centre is a teaching practice for students attending Newham General and King’s College Hospitals.
Please note that patient permission is always sought before including any medical student in consultations.
With the patient’s consent students may sit in on consultations with the GP or nurse to learn about general practice.
Students are also occasionally asked, with the patient’s consent, to carry out a consultation alone which is then discussed with the GP, student and patient.
If you agree to see a medical student, you will be assisting with their training and your cooperation will be appreciated. However the choice is yours and you do not need to have a consultation with a medical student if you prefer not to.
We hope that you will help with the doctor training by agreeing to consult with a medical student if an appointment is offered to you. However you may request to see your usual doctor for a consultation if you prefer.