FAQ- Frequently Asked Questions

How do I register at Cradley Surgery?

We are happy to register patients who live in within our practice area. We need you to fully complete the appropriate forms which are available from reception or our website. Please note if you are downloading them from the website you download the correct form, (adult or child) and you will also need to complete a purple GMS1 form, available from our website or reception. If you have a medical card, please bring this with you, if not, an alternative form of photographic ID will be required.

Can I register if I live out of area?

We are not taking on Out of Area patients, due to our current capacity. Please register with your closest available GP.

Our practice area is centered on Cradley but includes outlying villages in certain parts of Malvern. Please click here for the postcode checker to see if you are within our catchment area.

Do you take temporary patients?

Yes we do. If you need to make an appointment and wish to become a temporary patient, you will need to speak with a member of our reception team who will ask you to fill in a temporary patient form. This can be done in person or over the phone.

How do I know if I need an URGENT appointment or a routine appointment?

We offer URGENT on the day appointments with the designated Duty Doctor. An Urgent appointment, is something that needs medical attention because…

1) It has arisen in the past 3-5 days and is causing significant ill health for treatment now

2) It is something longstanding that has become significantly worse and needs treatment now.

Please try and avoid Mondays if you can.

Please could we ask all patients if you require an urgent, on the day appointment, to try and ring the surgery between 8-10 am, when possible. If you ring later in the day we cannot guarantee you will receive same day care and may advise you to contact 111.

We also offer routine appointments; these are more suitable for ongoing issues.

What if my issue is not “urgent” but I am not willing to wait for the routine appointment times?

We are encouraging patients to use our online consults tool. By using this, this means your query will go to one of our GP’s, who will respond within 3 working days and be able to advise whether you need a routine appointment, to be seen more urgently or be able to prescribe medication if appropriate.

We are aware of the wait for routine appointments and apologise for this. If you need to see a doctor (not urgently) and feel you can not wait for a routine appointment, you can ring 111 or we can offer you an evening or weekend appointment through Taurus Healthcare, enhanced access service.

Please note that the Enhanced Access Service is not a walk-in service. You must book an appointment.

To access the service, you must be registered with a Herefordshire GP Practice. To book an appointment at any of the hubs, simply call your registered GP practice during their normal opening hours and request a ‘Taurus Enhanced Access appointment’. If your Practice is closed phone NHS 111

The Enhanced Access Service is run by a rota of GPs, drawn from Herefordshire practices. The service offers both telephone and face to face appointments, a face to face appointment will not be at Cradley Surgery but at one of the local hubs.

If you can’t make your appointment please cancel by phoning your Practice. If your practice is closed please phone 07876 473629

Enhanced access

On a Monday evening, we offer enhanced access appointments between 6:30 pm to 8 pm. These are pre bookable only. Taurus also offer enhanced access appointments on evenings and weekends on other days and various locations. Please ask reception for more information or visit their website Out of hours appointments in Herefordshire (herefordshiregeneralpractice.co.uk)

What do I do when the surgery is closed?

Should you require an emergency doctor when the surgery is closed (6:30 pm -8:00 a:m weekdays and weekends) your telephone call to the surgery will be automatically diverted for the Out of hours service. The telephone number for the Out of hours service is 111.

Please click here to access 111 Online.

The Minor injury unit at Ledbury Community Hospital is for accidents and injuries and they can be contacted on 01531 632 488. Should the nurses based at the unit be unable to deal with your problem you may be asked to attend the Out of hours centre at Hereford or be transferred to the County Hospital in Hereford.

Or use our online consults tool for non urgent requests.

Can I request to see a Female GP?

If you’d prefer to see a female GP for an appointment, please specify this to a member of the reception team when booking . We have Dr Sampson who is available for routine appointments, (Dr Sampson is not here every week so these appointments are pre bookable only.) Dr Sampson is available for pessaries and coil removal.

We also have Rebecca, a female advanced nurse practitioner, working remotely offering telephone consultations.

If you need an urgent appointment which is not on a day Dr Sampson is in, we are able to offer chaperones for appointments with either DR Clegg or DR Spruce if you request one. We also have female nurses available who, depending on the nature of the issue, may be able to help.

What is a HRH appointment and why have I been allocated one?

HRH are triage appointments.

We offer Herefordshire Remote Healthcare (HRH) telephone appointments. These are clinicians in Herefordshire who support the practice to help us increase our capacity and get you sorted as quickly as possible. Rest assured, they can access your notes, the same as your usual GP and are here to help our GP’s at the surgery with overwhelming pressures. The HRH clinicians are able decide whether you need medication and can offer face to face same day appointments (here at the surgery) if deemed necessary.

You may get an E-mail before your appointment and the number will come through as withheld.

What is your Chaperone policy?

The practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. You may have a family member or friend present to provide support and comfort but they do not fulfil the role of a chaperone.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavor to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you have any questions or comments regarding this please ask to speak to the practice manager.

Do you offer Home Visits?

If you are too ill to attend the surgery please telephone before 10:30 a:m. Our doctors typically see four patients in the practice in the time it takes to do one single home visit. For this reason, we ask our patients to come into the practice if at all possible. Please be aware lack of transport is not a reason for requesting a home visit. We visit truly housebound patients whenever necessary.

What happens if I’m late to my appointment?

If for whatever reason you are going to be late for an appointment, please ring and let us know and we can inform the clinician that you are seeing. If you do not inform us, you will automatically be marked as “did not attend” and you will have to re-book.

You will be seen if you arrive within 5 minutes of your allotted time . After this you will have missed your allocated appointment and will be asked to rebook. We can always ask the clinicians if they can still see you. However when a patient is late to an appointment, this pushes back everyone else’s appointments or means that you will not get the adequate time required for your appointment.

It is up to the clinician if they think you still have time for a suitable appointment or if they would like you to rearrange. Please try to arrive on time.

If the Check in screen is not working please alert a member of staff as soon as possible, technology does fail us from time to time.

What are your Dispensary opening hours?

Our dispensary opening hours are different from the surgery opening hours.

Monday: 9 am to 1 pm and 3:30 pm to 6 pm

Tuesday: 9 am to 1 pm and 3:30 pm to 6 pm

Wednesday: 9 am to 1 pm and 3:30 pm to 6 pm

Thursday: 3:30 pm to 6 pm

Friday: 9 am to 1 pm and 3:30 pm to 6 pm

Saturday and Sunday we are closed.

DUE TO STAFFING ISSUES IT IS NECESSARY TO CLOSE THE DISPENSARY HATCH FROM 9AM to 3.30PM EVERY THURSDAY. We are sorry for any inconvenience caused and will keep reviewing the situation.

Payments are by CASH, CHEQUE OR CARD.

Please be aware if the card machine does not work for any reason (We are a rural surgery and do struggle with signal/ Wi-Fi from time to time) the dispensary will ask you to alternatively pay by cash or cheque, before handing over your prescription.

How do I find my nearest pharmacy?

If Cradley Dispensary is not your closest dispensary or you’d like to find a different pharmacy please click on the following link.

Find a pharmacy – NHS (www.nhs.uk)

If you wish to nominate a different pharmacy to dispense your medication to, please with the dispensary team or one of the GP’s as you will need to provide some information of the nominated pharmacy.

What are Remote Staff? These are staff members who do not work on the Cradley Surgery site, they work remotely and will contact patients via telephone.

If you receive a phone call from one of the following people we can assure you they are genuine, qualified and work for Cradley Surgery:

Saba Bakathir– Remote Pharmacist. (Likely to call for medication reviews as asked by the GP)

Adela Del Castillo Rodriguez – Remote Pharmacist.(Likely to call for medication reviews as asked by the GP)

Jennifer Taylor- Remote Physiotherapist.

Stella Oakey– Remote Secretary. (Locum, Stella only works for Cradley occasionally. )

Hannah Martell- Hopkins – Remote ANP who works from home on Thursday and Friday mornings. Available only for telephone consults. (On maternity leave from April 2024)

Rebecca Medcroft- Remote ANP who works from home on Thursday and Friday mornings. Available only for telephone consults.

Please note the number may be withheld which they are calling from.

How do I book an interpreter?

If you are a non-English speaker then you are able to book an interpreter to attend your appointment with you, at the time of booking your appointment please ask the receptionist to organise an interpreter for you. Please be aware that interpreters are booked in advance so if your problem is urgent we may not be able to provide an interpreter.

Do you have disabled access?

The surgery has full access and facilities for disabled patients and Deaf Link. If you require a wheelchair for your visit, please speak with a member of the reception team.

For RNID typetalk text phone users, if you need to contact the Out of Hours Service please call 18001 0845 6018803.

Repeat medication- How do I order?

  1. NHS App You will need to download the App and make a login for this option. Request the items you need on the app. This process takes at least 3 full working days to allow us to order stock and dispense.
  2. Monthly Repeat ordering. On your first request for medication at Cradley, the dispensary will issue you with a Repeat medication request slip. (otherwise known as a Right Hand Side or RMR) You can use this slip to order medication by ticking the medications you desire and leaving this with the dispensary department, adding any that don’t appear as repeat items. If you don’t have an RMR, just write what you need on a note together with your full details, (name, address, date of birth)
  3. Non- Monthly repeat Requests. Repeat Medication Request slips can be left in our post box next to the dispensary hatch. Please allow 3 full working days before coming to collect or dropped through the Surgery door when passing after hours. State clearly what you require together with your full details, (name, address, and date of birth.)

Can I send in photographs to a clinician?

It can very helpful for both doctors and patients if a patient can send in a photograph of any physical symptoms, such as rashes, moles etc. (Providing these are not in intimate areas!)

We ask that you send these in via our online consultation tool (available on our website) or if more urgent, call the surgery and ask for one of the reception team to send a link to your mobile phone to attach the image.

Recently we have had patients come to the surgery, with their phone, wanting to show a GP their photo in person. This is not possible for a number of reasons;

Firstly, you need an appointment. GP’s are very busy individuals and have booked patients and set clinics. It is never “a quick 5 minutes”. Secondly, the GP will need adequate time to look at the photo, assess your symptoms and check your medical history. This cannot be done quickly and in passing. Finally, we need the photograph to be accessible on your medical history, meaning we need a copy of the photo to be put on your notes.

Many thanks for your continued understanding and support.

I have a COVID related query

Please ring 119, the Covid helpline or visit the NHS Covid help online

You can call 119 if you have questions or need help with coronavirus (COVID-19) vaccinations, testing, NHS COVID Pass, and more.

Calls to 119 are free from mobiles and landlines. 119 provides support in 200 languages.

Lines for vaccinations, advice about testing and staying at home are open Monday to Friday from 8am to 8pm (including bank holidays), and on Saturday and Sunday from 8am to 4pm.

Lines for the NHS COVID Pass are open Monday to Friday from 8am to 8pm (including bank holidays), on Saturday from 8am to 4pm and are closed on Sunday.

I need a NHS COVID Pass, what do I do?

These are available on the NHS App. Please note the NHS App is NOT the same as patient access, the surgery have no control or input regarding the NHS app. If you are struggling to get a Covid pass on the app, you can request a paper copy through the post or have your covid pass e-mailed to you. Please go on the following website for more information Get an NHS COVID Pass – NHS (www.nhs.uk)

If you are travelling aboard, a letter from the GP surgery will not qualify as a COVID pass.

I need a NHS Covid Pass for my Under 18 year old, what do I do?

Please visit the NHS website for more information Children under 18 and the NHS COVID Pass – NHS (www.nhs.uk)

I need a Fit note, what do I do?

If you need a fit note extended, you can also use our online consults tool. We need to know when your current fit note runs out, how long you would like it for and if you would like the fit note e-mailed to you or printed out for collection. This can be done as long as your symptoms are the same. If not, you will need to speak with the doctor.

If you need a new fit note, you will need to make to speak with the doctor first to discuss your symptoms.

I’m Pregnant, what do I do?

Firstly we need to know if you wish to have your maternity care to be with either Hereford or Worcester. If it’s Hereford, you can make a self referral to the midwife. All you need to do is contact us, we will send you the self referral link via text or E-mail, for you to follow the instructions.

If you would like your maternity care based in Worcester, you will need to contact us so we can inform the doctor, who then will make a referral on your behalf.

You can also use our online consults tool

How do I get Emergency Contraception?

Please contact the surgery as soon as possible to speak with a doctor. Alternatively, you can go to a pharmacy.

You can also use our online consults tool

How will I be informed of my test results?

Due to the fact that we receive a large number of test results each day, we are not able to contact everyone, individually, about their results. 

We request that you telephone the surgery 7 days after a test to obtain the result and be informed whether any action is needed.  The GP will look at the result and add a comment if they need to see or speak to you following your investigation. If your results come back significantly abnormal or need more urgent action then a GP may contact you sooner, but please do not necessarily assume that no action is needed if you do not hear from us.

When you call, our receptionists will be able to pass on the comment made by your GP and arrange either a telephone consultation or appointment if required, but please do not ask them to interpret the results as they are not clinically trained. Alternatively you can use the NHS App.

How do I find out my NHS number?

A service is available on the NHS.UK website to receive a reminder of your NHS number.

You should also be able to find your NHS Number on any letter or document you have received from the NHS, including prescriptions, test results, and hospital referral or appointment letters.

If you cannot find your NHS Number in these ways, you can ask your GP practice to help you. They should be able to provide the number for you as long as you are registered with them. To protect your privacy, you may be asked to show a passport, driving licence or some other proof of identity.

For further information about the NHS Number visit the NHS.UK website.

NHS England » How can I find out my NHS Number?

NON NHS Services

Services that may require a fee include: 

  • Travel Immunisations
  • Anti-malarial
  • Naturalisation forms
  • Private fit notes
  • Private Prescriptions
  • Private Letters
  • Medical examinations or reports for insurance companies etc
  • Medical examinations for driving, fostering etc
  • Holiday cancellation or fit to travel documents
  • Firearms licensing

You can also use our online consults tool to send us requests.

I’ve been referred for surgery, how long are the waiting times?

This varies for each patient and depends on what you are having done. Please visit the “My Planned Care” NHS site: My Planned Care NHS

This site has helpful information for patients waiting for a clinical opinion, treatment or surgery.

“My Planned Care gives you advice and support while you wait and helps you to prepare for your hospital consultation, treatment, or surgery. This includes giving you information about waiting times at your hospital and other supporting and local services while you wait.

This site is updated weekly and can be viewed by anyone, which means you, your family or carer as well as your NHS team can all see the latest information.

Your hospital team will be in touch with you as soon as they can. If you are looking for an update, please check this website before contacting your hospital or GP.”

What should I do before a Blood test appointment?

When having a blood test, it is important to make sure you are well hydrated before the appointment. It makes it far easier for the clinician who is taking the blood to find a vein that can be easily punctured and far easier for the patient because their veins will be easier to find and access. Please drink plenty of water before!

Do I need an ear check before booking in for micro-suction?

Yes, even if you have a history of having blocked ears the nurse will always need to check that it is in fact a blockage which is the issue before booking in for a micro-suction appointment. It is just a 5 minute appointment for the nurse to have a look in your ear!

What is a Diabetic review?

A diabetic review is an annual review for those with diabetes, these are done by our HCA, Gemma or nurse Petra

The clinician’s will invite the patient to book an appointment.
In this appointment the clinician will:
Do all necessary blood tests.
A blood pressure check (the nurse will ask you to do three days at home if you have an arm monitor)
Foot check
Weight check
You are also asked to bring in a urine sample.
The clinician will then book you a follow up appointment with Dr Spruce.

Can my child get their Nasal Flu Vaccine?

We have sent out invites for children who are 2 and 3 years old.

Children aged 6 months to 2 years old with long term health conditions (this will be an injection) Health conditions are Asthma, Heart Conditions, Diabetes, learning Disabilities.

Flu Vaccines that will be given at School will be:

All primary school children and All secondary school children

School Vaccinations UK

Children with long-term health conditions can have theirs at school or with their GP surgery

Do I have to bring in a urine sample if I have a Urinary Tract Infection (UTI)?

Yes. The sample firstly needs to be tested to determine whether or not you are testing positive for a UTI. The sample also needs testing to determine what types of antibiotics, (if any) you need to treat the infection as different anti-biotics work for different infections. Please bring your sample to the surgery in any secure, clean, lidded container which you may have. You will also be required to fill in our UTI symptoms form, these are available at reception or a receptionist can fill a form in over the phone for you.

Urine samples must be dropped off before 11 a.m to be tested on the same day. Samples dropped off after this time will be tested the following day. If after 11 a.m on a Friday, these samples will then be processed on the Monday.

Do I need a Doctor’s appointment if I have a UTI?

You don’t need to see a doctor, you will be asked to bring a urine sample down the surgery. You will also be asked to fill in a UTI form when you drop your sample off, alternatively you can ask one of the receptionists to fill in the form over the phone so that it is ready for when the sample is dropped off.

Please try and bring your sample in before 11 am if it needs to be tested on the same day. Any samples brought in after 11 am, (depending on the severity of patients symptoms) ,will be processed the next day. (if after 11am on a Friday they will not be processed until after the weekend, on the Monday)

Once they have been tested and a doctor has reviewed the results we will contact you if anti- biotics have been issued.

If it is an ongoing issue or you have regular UTI’s, you can make a routine appointment to speak with the Doctor but you will likely be asked to bring in a sample first.

What is cervical screening?

Cervical screening, or the “smear test”, is a routine health check that identifies potentially harmful cells and changes on the cervix. Cervical screening is not a test for cancer but catching any changes early can reduce your risk of developing cervical cancer. Cervical cancer kills two women every day. Regular screenings can help reduce that number, which is why it’s so important you attend your screening when invited.

Who is the screening for?

If you are a woman, or someone with a cervix, you will be invited for cervical screening at regular intervals:

  • If you’re aged 25-49, you’ll be invited every 3 years
  • If you’re aged 50-64, you’ll be invited every 5 years

It is advisable you have regular cervical screenings, but ultimately, it is your choice whether you attend.

What happens during cervical screening?

Your screening will only take a minute or two, the whole appointment usually takes around twenty minutes. During your screening a nurse will give you a private space in which to undress from the waist down. They will also give you a paper sheet to cover yourself and will ask you to lie on the bed. They’ll then place a speculum (a hollow cylinder with a rounded edge) in your vagina. This helps them see your cervix. Then, using a small brush, they’ll gently gather some cells from your cervix. They’ll remove the speculum, put your sample in a pot and send it off for testing. You’ll get your results around two weeks later.

Your nurse is there to answer any questions or concerns you may have before your appointment, so please talk to them if you’re feeling nervous. There are also a range of things you can do to put yourself at ease during your screening:

  • If you’d like, you can take a trusted friend or family member with you
  • Wear a long, loose dress or skirt. It may make you feel more covered during your screening
  • Take long, deep breaths to help you relax
  • Listen to a podcast or some music during your screening to put you at ease
  • Speculums come in a range of different sizes. It is a rounded cylinder which is gently opened so nurses can see your cervix. You may want to discuss the size of the speculum with the nurse before you have the test.

If you’re due to have a cervical screening, you’ll receive a letter in the post. Don’t ignore it, book your cervical screening today.

If you missed your previous screening, please contact us and we will book you an appointment.

Telephone advice and Video Calls

If you feel that your problem can be dealt with over the telephone, the doctor will be happy to speak to you. Telephone the surgery and the receptionist will advise you when the doctor is likely to be available. If your problem is medically urgent, the receptionist will be able to contact the duty doctor for advice.

If the doctor feels it necessary, they can arrange a video call with you to further discuss your medical problem.

You can also use our online consults tool

How do I book for a joint injection?

Firstly, you will need to ask a member of our reception team to book in for a routine face to face GP appointment. In this appointment, the GP will go through consenting and provide information. After this appointment, (if consent is given from the patient) the GP will then ask to book in for another face to face GP appointment to have the injection at a later date, the injection will not be done in the initial appointment.

You can also use our online consults tool

What is the proper way to take medication?

Take the prescribed dose at the same time each day (use a memory aid such as meals, bedtime, charts or pill boxes)

Don’t skip doses or take half doses to save money.

Take medicine until it’s finished or until your doctor says it’s okay to stop.

Don’t take medications prescribed for another person.

How often should my medication be reviewed?

A medicines review is a meeting with your doctor to talk about your medications. Your medications should be reviewed regularly (usually once a year) to check that they are right for you. These appointments can also be offered through one of our remote pharmacists.

You can also use our online consults tool

Why can’t you tell me about my family member?

Please be aware patients aged 16 years and over have the right to privacy regarding their medical record and unless we receive signed consent by the patient to allow someone else to view and discuss their record we cannot share any information with you.

What is the PEARS scheme?

There is now a free service to offer advice. PEARS (Primary Eye-care Assessment and Referral Service). This is provided by local accredited opticians who have specialist knowledge, training and skills.

Eye conditions that can be treated using this service:

  • Red eye
  • Dry eye, gritty and uncomfortable eyes
  • Irritation and inflammation of the eye
  • Significant recent sticky discharge from the eye or watery eye
  • Recently occurring or sudden increase of flashes and floaters
  • Painful eye
  • Ingrowing eyelashes
  • Recent and sudden reduced vision
  • Something in your eye

NOTE: If you have an eye condition that is being regularly monitored by your optometrist or hospital eye service, this will not be covered by PEARS; for example cataracts, diabetic retinopathy or glaucoma.

Who can use PEARS?

​This service is accessible to individuals of any age if you are registered with a GP. Appointments are available if you need advice, examination and/ or treatment for a recent eye condition.

How do I book an appointment with the service?

You can be referred by your GP, Opticians or self refer via pears (primarycaretraininghub.co.uk)

Other Services

Please click here to view for more information on Alzheimers and how to get support. 

Please click here to view for more information on Parkinsons and how to get support.

Please click here to view for more information on Strokes and how to get support.