Urgent appointments
Please phone us on Shelley Manor Medical Centre 01202 309 421 or Holdenhurst Medical Centre 01202 587 111 to request an urgent appointment.
We run a morning and afternoon acute surgery each day. This is reserved for patients with an urgent matter that requires same day attention and it’s not for routine problems.
Important: We are not an emergency service. When in an emergency situation and the person is:
Not breathing
So breathless cannot speak
Breathing difficulties and very pale, blue or clammy
Profuse bleeding
Unconscious and unrousable
Becoming rapidly more drowsy without explanation
Unexplained continuous pain across chest + pale or clammy
Ring 999 immediately for emergency ambulance service. Do not wait to get through to the GP surgery.
Please do not request urgent appointments for routine problems, these are needed for those with urgent problem.
Routine appointments
You can request a routine appointment 7 days in advance.
You can request an routine appointment by:
- phoning us on Shelley Manor Medical Centre 01202 309 421 or Holdenhurst Medical Centre 01202 587 111
- use your NHS account (through the NHS website or NHS App) for blood tests only
- via SystmOnline for blood tests only or via a link we have sent to you for other types of appointment.
- visiting the practice and speaking to reception
Pharmacy first
Pharmacies can now consult with patients directly for 7 common conditions. Find a participating pharmacy to locate pharmacies who are participating in the service. The following table shows the 7 conditions pharmacists can manage across various age ranges.
| Clinical pathway | Age range |
| Acute otitis media* | 1 to 17 years |
| Impetigo | 1 year and over |
| Infected insect bites | 1 year and over |
| Shingles | 18 years and over |
| Sinusitis | 12 years and over |
| Sore throat | 5 years and over |
| Uncomplicated urinary tract infections | Women 16 to 64 years |
* Distance selling pharmacies will not complete consultations for acute otitis media.
Patients will be able to access the 7 clinical pathways element via referrals from referring organisations including general practice, urgent and emergency care settings, and NHS 111 (online and via phone). In addition, for the 7 common conditions clinical pathway consultations only, patients can access the service by attending or contacting the pharmacy directly without the need for referral.
Why does the receptionist need to ask what’s wrong with me?
Our reception staff are important members of the practice team and it has been agreed they should ask patients why they need to be seen. We have trained our reception staff to ask certain questions to help make sure you receive the most appropriate medical care, from the most appropriate health professional, at the most appropriate time.
Reception staff, like all members of our team are bound by patient confidentiality.
Available clinicians
We now have a number of different clinicians specialising in different areas, therefore it is important to let the receptionist know what the problem is, they will then be in a better position to book you in to the soonest, most appropriate clinician.
As well as the doctors, we have advanced nurse practitioners, paramedic practitioners, trainee GPs, first contact physiotherapists (for musculoskeletal problems) and first contact mental health practitioners as well as the nursing team, HCAs and phlebotomists.
Other services available when your GP has reached safe capacity
As a practice we are striving to follow the BMA safer working guidance, this is to ensure the safety of both our patients, but also our staff. When we have reached our safe capacity of appointments, and we can no longer book any further appointments, same day medical care can be accessed from the following local services.
If your problem is not urgent, you may find that an ‘e-consultation’ is your best option, you may find the answers you need on the advice pages, or you can fill in an online questionnaire if you still need advice from the GP, which will be sent to the surgery and we will get back to you, usually within 2 working days.
Your other option is the pharmacy first service.
Alternatively, you can call or visit NHS111 or if it is an emergency attend A&E or a minor injuries unit.
- Find a pharmacy
- Find a dentist
- Find urgent and emergency care
- NHS 111 online
- Health A to Z
- Medicines A to Z
Text reminder service
We have a texting service which allows you to receive confirmation and reminders about your appointments, as well as other services. If you do not wish to receive text messages please inform a receptionist or email us smh.mc@nhs.net Please remember to update your contact details with us when you change address, phone numbers and email address.
Cancelling or changing an appointment
Please try and cancel appointments in plenty of time if you no longer need it or can’t attend. So much clinician time is wasted with patients who don’t attend, making the wait time for booked appointments much longer.
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- use the GP online system: Systmonline
- emailing smh.mc@nhs.net
- phone us on Shelley Manor Medical Centre 01202 309 421 or Holdenhurst Medical Centre 01202 587 111, press option 2 during opening times
If you need help when we are closed
If you need medical help now, use NHS 111 online or call 111.
NHS 111 online is for people aged 5 and over. Call 111 if you need help for a child under 5.
Call 999 in a medical or mental health emergency. This is when someone is seriously ill or injured and their life is at risk.
Home visits
We appreciate that you may be housebound by illness, too frail or terminally ill to get to the surgery and under such circumstances we will always be happy to visit you at home. They can be requested by phoning Shelley Manor Medical Centre 01202 309 421 or Holdenhurst Medical Centre 01202 587 111, preferably before 10:30am.
Please note that visits are undertaken throughout the day from 10:30am. Please ensure that if you have requested a visit you are available to see the doctor whatever time they come.
Dental Problems (Toothache, Broken Teeth, Swelling)
GP practices do not provide dental care and we are not able to treat dental problems, including:
- Toothache
- Broken or chipped teeth
- Lost fillings or crowns
- Bleeding gums
- Dental abscesses
- Swelling in the mouth or jaw
- Wisdom tooth pain
If you have a dental issue, you will need to contact a dentist.
Urgent Dental Care in Dorset
You can find out more about where to access urgent NHS dental care in Dorset by visiting:
NHS Dorset – Dental services – NHS Dorset
Stay Well Dorset – Urgent dental care – Stay Well Dorset
When to Seek Emergency Help (999 or A&E)
Call 999 or go to A&E immediately if you have:
- Swelling that is affecting breathing or swallowing
- Severe facial swelling
- Heavy bleeding that won’t stop
- Serious injury to the face, jaw, or mouth
Why Your GP Practice Can’t Help
GPs are not commissioned to provide dental treatment and do not have the equipment or specialist training needed for dental care. The right place for help is a dental service.