A common reason for GPs and Nurses running late is that some patients do not attend on time.  Please note, you may not be seen if you are more than 10 minutes late for your appointment.  If you are late, you may have to wait until the end of surgery to be seen as other patients will already be waiting. You may be asked to rebook if your appointment.

We aim to provide our patients with the best possible service and to achieve this we need your co-operation.

We thank you for your understanding.


Over the coming months you will notice your receptionist begin to ask for a brief outline of your problem when you ring to book an appointment.

This is because we are introducing something called “Care Navigation”. It means we are training receptionists and clerical staff to help you by identifying the most appropriate place for your care.

Through this specialist training, our practice team will be able to direct you to the most appropriate health Clinician for your needs.

Receptionists will never offer clinical advice or triage; this new way of working is about offering you the choice to see more appropriate professionals. If they can deal with the problem directly, it will often be quicker and will free up time for GPs to care for patients with more complex conditions that can only be managed by the GP.

The choice is always yours though and you will never be refused a GP appointment but hopefully you will see the value of seeing another health professional if they are able to help.

If you would like someone to explain this to you in person, a member of our practice team will be happy to help. 

APPOINTMENTS can be booked using any of the following methods:

1. Online – you can obtain the online access details at the reception, please bring in photo ID so you can book the pre-bookable appointments yourself.  To book and cancel GP appointments only.

2. You can come to surgery in the morning at 8.00am and we will book the appointments on a first come first serve basis.

3. You can telephone and ask for an appointment.

4. Emergency appointments for only serious and emergency conditions will be booked at the surgery for the same day.

5. Surgery will telephone and tell you about a required appointment for medical reasons which include, to discuss various test results, health checks for long term health conditions and vaccinations.

Currently you can book a routine appointment up to four weeks in advance.


A 'touch screen' for 'booking-in' is in reception, which is designed to help patients avoid queues at reception. The screen is very quick and easy to use but our staff are on hand for assistance.

The screen will immediately advise the waiting room location and at the same time will update the doctor's consulting room screen.


We operate Advanced Access and appointments will be available on the same day for those whose need is urgent on the day. On the day are available from 8.00am when the telephone is answered by a receptionist. A number of appointments will remain available for pre-booking where required, which are bookable four weeks in advance. When making an appointment, think about what you need to see the doctor for; maybe another member of the team could help. Our practice nurses are highly skilled and specialise in many areas. Trained health care assistants are available to take blood, check blood pressures and carry out a range of routine health checks.


Please note that the doctor's time is limited only to five minutes for telephone consultations and 10 minutes for face to face consultations for each patient.  It may take longer depending upon the nature of the problem and solution.  Therefore, prepare yourself to discuss the most important problem.  it is advisable to write it down on a piece of paper, your reasons/problems for this visit and how long you have been having this problem?  What remedial measures you have taken to help yourself?  (Seen NHS Choices, taken any over the counter (OTC) medications?  Stopped smoking etc.) when did it begin to get worse?  Any linkage to medications, travel or earlier problems etc.


Please do let reception know if you cannot keep your appointment so that we can offer it to someone else, you can do this through our appointments online if you are signed up.


The practice may occasionally send you a text message to your mobile phone, regarding your appointment/recall appointment.  
Please contact the surgery if you do wish to be contacted this way.  


The practice offers extended hour appointments from 6.30pm – 8.00pm on Thursday evenings and occasionally Monday and Friday evenings.  Every 6 weeks we offer Saturday appointments 9.00am – 1.00pm.

These appointments are available as advanced booked appointments only

1 Bower Mount Road, Maidstone, Kent, ME16 8AX
  • Telephone 01622 756721
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