Same Day Appointments (Acute Illness)

The Pound Hill Medical Group employ an Acute Illness Clinic for patients requesting an emergency same day appointment. The acute illness system is used to determine whether or not a patient requires an emergency appointment on that day.

How does the acute illness system work?

If you call the surgery to request a same day urgent appointment our receptionist(s) will ask for a brief outline of the problem to inform the triage nurse who will then call you back as soon as she is available.  This will usually be within 1 hour of your call to the surgery but may be longer depending on how busy the nurse is. 

*Please be aware that the nurse will attempt to call you once and if not able to reach you no further attempts will be made.  Please ensure that you are available to take the call.

The nurse will assess your health needs and direct you to the most appropriate health professional such as a doctor, pharmacist, health visitor or even self help. You may not always need to see a doctor.

The advice given is based on procedures drawn up by the doctors who supervise the nurses.

It may be useful to remember that the triage nurse is acting as a channel between the patient and the doctor - she is not there as a barrier, so please help her to help you.

Please be considerate to other patients in urgent need of a same day appointment - if you have a routine or ongoing problem, please use the routine appointment system.  

Acute Illness Qualifications

Our triage nurses have undergone specialist training to enable them participate in the acute illness system. Together with their nursing knowledge and skills, this makes them very well qualified to conduct the triage service.

At Pound Hill we have four qualified triage nurses: Giselle Fenwick, Wendy Owen, Joy Kenrick and Jayne Fryer.  

Patient Procedure for Same Day Appointments

If you are requesting a same day urgent appointment, please telephone: 

  • Pound Hill: 01293 540 620 
  • Copthorne: 01342 774 888

where you will be referred to the Acute Illness Doctor or Nurse

If you want general advice on matters of health, please ring the NHS 111

Please do not visit the surgery to make a same day urgent/emergency appointment. If you do, your details will be taken and you will be asked to wait at home for a telephone call from the acute illness Doctor/Nurse.

Please note: The triage Doctor/Nurse will only make ONE attempt to phone you. If there is no reply your details will be filed and no further action will be taken. 

We are unable to leave messages on answer phones or voicemail systems for reasons of confidentiality. 

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