How Do I?

How do I get Telephone Advice?
How do I get Emergency Advice?
How do I arrange a Home Visit?
How do I speak with someone Out of Hours?
How do I order a Repeat Prescription?
Information for Medication Reviews
Torfaen Pharmacies


Telephone Advice

Advice from a health car professional does not need to be face to face.

You may request advice from a doctor or a nurse over the phone. If a doctor or nurse cannot speak to you straight away and the problem you wish to discuss is not urgent:

  • Please leave your name and number and who you wish to speak to with the practice receptionist. The message will be passed on to the appropriate person who will ring you back as soon as possible.

Please note that for general health advice you may be able to get an answer to your question by ringing:

NHS Wales Direct on 0845 46 47

Also for advice regarding medication, your local pharmacist may be able to help.

Emergency Advice

It is sometimes difficult to decide whether to call 999 for an Ambulance.

You should do this in a critical or life-threatening situation, for example if someone:

  • is unconscious
  • is bleeding heavily
  • has suspected broken bones
  • has a deep wound – such as a stab wound
  • has difficulty in breathing
  • has severe chest pains or a suspected heart attack
Urgent Advice

If you require to speak to a doctor urgently please contact the surgery and explain to the receptionist that this is the case. Our receptionists have been trained to deal with this information in a confidential manner and will make sure you can speak to a doctor as soon as one is available.

On occasions the receptionist may have to contact the on-call doctor who will ring you back.

House Calls

Home visits are at the discretion of your doctor. Please do not ask your doctor to call unless the patient is genuinely too ill to come to the surgery. A rash or temperature does not prevent patients coming to the surgery and will not endanger others. Simply tell the receptionist on arrival and you will be seen as soon as we can.

We appreciate that patients may have difficulty with transport, however lack of transport does not mean that a doctor will call to the house. A doctor will assess each house call request on medical grounds.

Please note that in the time it takes a doctor to do a single house call, three patients can be seen in surgery.

Where the condition of the patient does require a home visit, please ring before 10.30am. You will be asked for some information about your problem and also a telephone number at which you can be contacted. A doctor may call you back to decide what action is required.

Out Of Hours

Gwent Out of Hours Services provides a range of services for patients who need urgent medical treatment or advice.

This means that between 6.30 pm and 8.00 am on weekdays, or the whole of weekends, Bank Holidays or Public holidays you will need to dial a new telephone number if you need to see a doctor urgently and cannot wait until the next working day.

The number is 0845 600 1231.

Please do not use this number for prescriptions, test results or routine enquiries.

When you dial the number, specially trained NHS staff will ask you some questions. They will then:

  • Pass you on to a doctor or nurse who can give you advice over the telephone
  • Refer you to a Primary Care Centre for an appointment to see a doctor
  • Arrange a home visit
  • Refer your call to the Ambulance Service
NHS Direct WALES

NHS Direct offers free expert health information and advice 24-hours a day on 0845 4647 or at their website www.nhsdirect.nhs.uk which also offers an enquiry service.

Repeat Prescriptions

We are a fully computerized surgery and, for your safety all routine prescriptions are produced on our computer.

We require at least 48 hours’ notice (more if you enclose a stamped addressed envelope for us to post it to you) so you should get the request to the surgery at least five days before you run out.

The reason for this is to enable the doctors and staff to adequately monitor your prescription and make sure that you are not having inappropriate medication that may be harmful to your health in the long run.

Please ensure you clearly mark the required medication. To avoid errors occurring, we do not accept requests over the telephone for prescriptions.

Medication Reviews

We review your medication on a regular basis. The date of your next review will be situated at the bottom of the repeat request slip.

A medication review will enable us to make sure that you are taking what you need. It is also an opportunity to review your medical condition(s).

If you have an appointment with a doctor and you know that your medication needs to be reviewed soon. Please discuss this with the doctor involved. This may avoid you having to make another appointment simply for a medication review.

Torfaen Pharmacies

If you would like your prescription to be sent to a particular pharmacy please arrange with the pharmacy concerned. Please let the surgery know that this is you wish.