Practice Appointment Protocol 

1. Purpose and Scope

This policy sets out the practice protocol for booking and attending appointments at Oval Medical Centre. It applies to all patients, staff, and clinicians involved in the provision of care.

2.1 Types and Duration of Appointments

General Doctor Appointments:
20 minutes, typically sufficient for one medical issue.

Specialist Appointments (Cardiology, Dermatology, Gynaecology):
30 minutes.

Therapy Sessions (Physiotherapy, Psychotherapy, Nutrition):
60 minutes.

Follow-up Consultations:
10 to 20 minutes (free of charge with GPs, see section 4).

Phlebotomy Appointments (sample collection):
15 minutes.

If you have multiple concerns, the doctor may request that you book an additional appointment.

2.2 Individual Appointments

Each appointment is for one patient only. Family members must book separate appointments if required.

2.3 Choosing a doctor

Patients may book with any available doctor. Requests for a specific doctor will be accommodated where possible.

2.4 Reason for Appointment

Reception staff may ask for the reason for your appointment, at the doctor’s request. This helps determine whether another healthcare professional may be more appropriate. Providing a reason is optional.

2.5 How to Book an Appointment

Patients can book an appointment via:

  • Phone: Call 020 7582 6000.
  • In Person: Visit the reception desk.
  • Online: www.ovalmedicalcentre.co.uk

2.6 Types of GP Appointments

Appointments are released in three phases:

Pre-Bookable Appointments: Available up to one month in advance for routine, non-urgent matters.

48-Hour Appointments: Available to book within 48 hours of the appointment date.

Same-Day Appointments: Available on the day for acute needs.

2.7 Home Visits

Home visits are not available.

If a patient is unwell to attend the surgery, a GP will phone the patient and arrange an alternative, such as a remote consultation if appropriate.

2.8 Practice Hours

Each doctor has varying surgery hours to ensure availability throughout the morning and afternoon whenever possible.

2.9 Delays & Emergencies

Occasionally, a doctor may need to handle complex cases or emergencies, causing delays.

While we strive to remain on schedule, we appreciate your patience if delays occur.

2.10 Late Arrivals

It is at the doctor’s discretion whether late arrivals can still be accommodated.

Patients who arrive late may forfeit their appointment.

2.11 Alternative Appointments with Other Team Members

Not all medical concerns require a GP appointment.

For blood pressure checks, blood tests, and similar procedures, patients should request an appointment with a Healthcare Assistant (HCA) or Phlebotomist.

24-Hour Cancellation Policy

Missed appointments and short-notice cancellations prevent other patients from receiving timely medical attention. To ensure fair access to care, we kindly ask all patients to provide at least 24 hours’ notice if they are unable to attend their appointment.

Standard Cancellations
• No charge applies for cancellations made 24 hours or more in advance.
• Late cancellations (less than 24 hours’ notice) and missed appointments without valid reason may incur a fee.

How to Cancel
Cancellations or changes must be made by one of the following:
• Calling the practice on 02075826000 during opening hours
• Using the [online – link on the confirmation appointment email]
• Emailing info@ovalmedicalcentre.co.uk (during office hours)
Please note that cancellations via social media cannot be accepted.

Pre-Payments & Deposits
• Certain services (e.g., specialist consultations, procedures, or double appointments) may require pre-payment or a deposit at the time of booking.
• Pre-payments are non-refundable if the appointment is cancelled with less than 24 hours’ notice or if the patient does not attend.

Late Arrival
Patients arriving more than 15 minutes late may not be seen, and the appointment may be treated as a missed appointment, with applicable charges.

Repeated Non-Attendance
Patients who miss or cancel appointments late on two or more occasions within 12 months may be required to pre-pay for all future bookings or, in exceptional cases, may not be offered further routine appointments.

Exemptions
We understand that emergencies happen. Charges may be waived at the practice’s discretion in cases such as:
• Medical emergencies or acute illness
• Bereavement of a close family member
• Severe travel disruption (evidence may be requested)

Practice-Initiated Cancellations
If we need to cancel or reschedule (e.g., due to clinician illness), you will be offered the next available appointment. Pre-payments will be refunded or transferred if preferred.

4.1 GP Follow-Up Appointments

One free follow-up is available within 30 days for the same medical condition with the same GP.

After 30 days, regular consultation fees apply.

If a patient is seen within 30 days but by a different GP, a reduced rate applies.

New or unrelated symptoms will be charged at the doctor’s discretion.

4.2 Specialist Follow-Up Appointments

One reduced-price follow-up is available within 45 days for the same medical condition with the same specialist.

After 45 days, regular consultation fees apply.

New or unrelated symptoms will be charged at the doctor’s discretion.

4.3 Patient Monitoring (No Fee)

If brief information or clarification is needed, clinicians may arrange a free 10-minute monitoring appointment.

Patient Monitoring (No Fee) appointments may only be booked at the clinician’s request or with the clinician’s explicit agreement.

4.4 Special Protocols

4.4.1 Long-term Treatments (with specialist doctors)

Certain long-term treatments may require more than one follow-up appointment. In such cases, the specialist may require additional follow-ups to monitor the treatment’s progress.

Patients and reception staff will be informed by the clinician where multiple follow-ups are required. In these cases, there is no limitation on the number or frequency of follow-up appointments.

Multiple follow-ups require the clinician’s request or agreement. The standard procedure is that patients will receive treatment (prescription, advice, etc.) for a defined period of time, as determined by the clinician, and once the prescribed medication has run out or when the date recommended by the doctor to return has been reached, a new full consultation and reassessment will be required.

4.4.2 Isotretinoin Prescribing (Dr Carla Binenbojm)

Initial Consultation: Face-to-face, 30 minutes (£125)

Lab Tests: Required every 3 months

Prescriptions: Maximum 30-day supply, requiring monthly consultations

Monthly Consultations: May be remote or face-to-face; no fee applies for monitoring (10 minutes)

Every 3 months: Face-to-face follow-up (£70) and lab test required

5.1 Medical Requests 

All imaging, laboratory, and complementary examinations (including ECGs) require a valid medical request issued within the past six months.

Requests that have expired must be renewed by a qualified doctor before the test can be performed.

The clinician or administrative staff must verify the validity of all medical requests prior to scheduling the test.

5.2 External Requests

External referrals are accepted if issued by a qualified medical doctor.

Patients without a valid external request may book a consultation with one of our doctors to obtain a valid medical request.

Administrative staff are responsible for confirming the credentials of the external doctor and ensuring the referral meets clinic standards.

5.3 Exceptions

Patients may self-refer for the following tests, as these do not require medical interpretation:

  • Blood Group
  • Pregnancy Tests
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