Patient FAQs

The way GP services are being accessed has changed. Below are some frequently asked questions that may help you understand why these changes are needed:

How do I get an appointment?

The easiest and most effective method is to contact us using the practice online services option via our website (either PATCHs for Vida or AccuRx for The Hollies) or you can telephone the practice or make an appointment in person.

We regularly review our appointment availability.

Why can’t I book a face-to-face appointment?

We have increased our capacity and now offer more face-to-face appointments with a GP or Triage Practitioner and other clinical staff members. These are released and offered throughout the day on a first come first served basis.

Routine management of chronic diseases will have pre-booked appointments either face to face or via the telephone according to need.

What are Online Services?

You can access online services via the practice website – select AccuRx for The Hollies Surgery and PATCHs for other Vida practices.

Online services allows you to:

  • View appointments
  • Order repeat medication
  • See communications from other services, such as hospitals.
  • See parts of your medical record, including medication, vaccination history and test results
  • Consult with a GP online by completing a quick form which is reviewed by the practice.

After reviewing your query, we will then direct you toward the most appropriate help. This might be some advice on self-help, pharmacy advice, an appointment with one of the practice clinical team or another service.

Please be assured, your data is secure at all times – including during a video consultation or telephone call.

What if I do not have access to a smartphone or web-cam?

While technology has evolved and supports us all in many different ways in our day- to-day lives, we appreciate not everyone will have access to a smartphone or web camera for a video consultation.

We can still talk to you on your mobile phone or landline.

Will I need to wear a face mask if I come into my practice for an appointment?

There is currently no legal requirement regarding wearing face masks when attending the practice for your appointment. However, we ask our patients to be mindful and respectful to fellow patients and staff at the practice to limit the spread of infections and wear a mask when you believe your symptoms may be contagious.

How do I get a repeat prescription?

Repeat prescription may be requested in the follow ways:

  • By hand – drop your repeat slip to reception or if closed in the post box.  If you do not have your repeat slip, a request form is available at the front desk of reception.
  • By post – send it to us
  • By ordering on line – click on AccuRx (for The Hollies Surgery) or PATCHs (for other Vida practices) or use the NHS App

If you use a pharmacy ordering service this is still operating. Paper request forms may also be submitted via the practice repeat post box.

Only in exceptional circumstances will we accept requests by phone.

How do I cancel or move a booked appointment?

Please contact the reception team by phone or send an online message.

How do I see a GP during the evening and weekends?

The practice offers some pre-booked Enhanced Access appointments during these hours, these must be booked in advance.

Outside of opening hours if you have a health need please either visit or call NHS from your telephone on 111.

What if I am not registered with a GP practice?

You can check a GP practice area and boundary by visiting their website or checking for practices on

Once you have selected which practice you would like to register with, make contact with them either by calling or visiting their website.

You will be asked to fill out a registration form and return it to the practice. Once registered your medical records will be sent to the practice.

You can call any GP surgery to get emergency or temporary treatment for up to 14 days or a maximum of 3 months if you are not registered with a GP, or are away from home. Your own GP should still be able to provide medication to you if this is needed.

Why does the receptionist ask me to tell them the nature of my problem?

By obtaining a brief description, the receptionist can direct our patients appropriately.

Not all conditions require a doctor’s appointment and many can be directed to a more suitable professional. Many people are not aware of the different roles within the practice or the services we offer.

All of our reception team are professional; and patient confidentiality is of paramount importance.