Our appointment system is designed to give all patients access to a healthcare professional within the time that is clinically appropriate.
How to Request an Appointment
If you feel you need to speak to a clinician on the day, you will be directed to our triage service. This is managed by:
- Care Navigators (our trained reception team), who ask the right questions and guide you to the most appropriate service
- Nurse Practitioners, who can clinically assess and manage many conditions, who also take calls and online requests at peak times
- The Management Team, who support triage at peak times by taking calls and processing online requests
You can also use our online appointment request forms on the practice website. You do not need to register to use these forms. However, we recommend you keep your email address updated and verified with both the practice and the NHS App. This will make it easier to log in, manage your care, and prepare for future services such as Rapid Health.
If you book with a specific GP for a particular reason, please state this clearly in your request. Sometimes unforeseen circumstances may mean your appointment has to be rescheduled with another GP. If you have requested a named GP who is not available, we will call you to discuss your options.
If you use SystmOne Online booking (for GP and Nurse Practitioner slots), you also have the option to cancel your appointment directly through your account.
To request an appointment, please complete the short questions in our “Get Help for Any Health Problem” form or the “Request an Appointment with a Healthcare Assistant or Nurse” form on our website.
Fair Access Across All Methods
We allocate an equitable number of appointments to each method of access: in person, by phone, and online. This ensures that no group of patients is disadvantaged.
However, once we reach safe capacity for the day, we cannot take on further appointments. At this point, our team will advise you of the most appropriate alternatives, such as NHS 111, local pharmacies, or other services that may be able to help.
We strongly recommend using the online forms wherever possible. This is the quickest and most effective way to request an appointment, and it allows our reception team to focus on supporting patients who genuinely cannot use the internet. Coming to the practice in person does not provide priority access. Walk-in requests are treated the same as those made by phone or online.
This approach keeps the system safe, fair, and clinically appropriate for all patients.
Disabled Access
The practice is well equipped for disabled patients. All consulting rooms are on the ground floor and easily accessible. There is also a toilet for disabled patients on the premises.
Please let us know if we need to adapt our communication with you or support you in any way. You can do this through the Contact the Practice page on our website.
Telephone Advice
If you need to speak to one of our clinicians over the telephone during working hours, please contact reception, who will advise you on the best way forward.
Please note: all incoming and outgoing calls are recorded.
Why Care Navigators (Receptionists) Ask Questions
It is not a case of the reception team preventing you from having an appointment or being intrusive. Care Navigators (our trained reception staff) are trained to ask certain questions to make sure you receive:
- the most appropriate care
- from the most appropriate health professional
- at the most appropriate time
This information helps doctors and triage nurses prioritise urgent cases, home visits, and calls, and ensures patients are directed to the right professional.
Care Navigators always have access to a clinician for advice and recommendations if needed. This means decisions are supported by clinical staff, keeping the process safe and effective.
Reception staff are bound by strict confidentiality rules, and any information you provide is treated confidentially.
You may request to speak to a receptionist in private. If you prefer not to share details, this will be respected.
GP and Nurse Practitioner Appointments
We release pre-bookable appointments every week, offering a range of dates and times, subject to availability and demand.
Appointments are for ten minutes and for one person or one problem only. Clinicians will try to address all your concerns in this time, but you may occasionally be asked to rebook if more time is needed. Emergencies or patients requiring longer consultations can cause delays, and we ask for your patience if this happens.
Please arrive on time to help clinics run smoothly. If a clinician runs late, it is usually due to an emergency or because another patient required longer than expected.
While we are working to improve access, we have limited resources and cannot offer unlimited appointments. As in all parts of the NHS, space and funding pressures affect the number of appointments available. Since May 2025, three new GPs have joined our team, which has increased appointment availability once again.
Enhanced Access Appointments
As part of our Primary Care Network (Greater Derby PCN), we provide enhanced access appointments to give patients greater choice and flexibility outside normal surgery hours. These appointments are organised and delivered by PCN practices, with many provided locally at MMC.
At MMC (for our patients only)
- Tuesday evenings, 6:30pm to 8:00pm
- Thursday evenings, 6:30pm to 8:00pm
- Saturday mornings
These may include GP, Nurse Practitioner, Practice Nurse, or Healthcare Assistant appointments, such as:
- Blood tests
- Dressings
- Immunisations
- NHS Health Checks
- Blood pressure checks
- Smear tests
PCN-Wide Clinics
MMC is sometimes used for PCN-wide Saturday clinics (usually once every quarter). These sessions are predominantly for additional GP appointments, increasing capacity across the network and helping to meet patient demand across all practices.
Other PCN Services
Through our PCN, patients also have access to:
- Appointments at the Walk-in Centre, Osmaston Road, Derby
- First Contact Physiotherapist appointments, which may sometimes be held at a different PCN location
All enhanced access and PCN appointments can be booked through our reception team. We will ask for your consent to share your medical record with the clinician providing your care.
Online Services
The NHS App is the easiest way to manage your healthcare. It links directly with your GP record and allows you to:
- Book and cancel appointments
- Request repeat prescriptions
- View your medical record, including medications, allergies, and adverse reactions
- Update your contact details
To use the NHS App effectively, it is essential that your email address is the same as the one held by the practice and that it has been verified on both your NHS App account and your practice record. This ensures smooth login and access to your services. If you are unsure whether your details are correct, please contact reception to check and update them.
In addition to the NHS App, SystmOne Online links directly to our appointment system at the surgery, giving you a live view of availability. It also allows you to:
- View future or past appointments
- Cancel appointments
- Request repeat prescriptions
- View your summary medical record (medications, allergies, adverse reactions)
To register for full SystmOne Online services, you must complete an online access form and provide photo ID and proof of address. Patients under 16 must still provide ID, with access linked to their parent or guardian’s record. Patients aged 16 and over must register in person.
Cancelling or Changing an Appointment
You can cancel or change an appointment by:
- Using the NHS App or NHS website
- Using SystmOne Online
- Using the Cancel an Appointment form on our website
- Phoning reception during opening hours
If You Need Help When We Are Closed
- Use NHS 111 online or call 111 if you need medical help now.
- Call 999 in an emergency or if someone’s life is at risk.
Home Visits
Please call before 9:30am if you require a home visit. Home visits are only available for patients who are housebound due to illness or disability. If you are not registered with the practice as housebound, this will need to be discussed with the on-call doctor on the day to confirm the clinical need.
A doctor or nurse will call you first to discuss your situation. Depending on your needs, this may result in:
- A home visit from one of our practice team
- A visit from our Team Up service, which may include a nurse, paramedic, or community matron
- A referral to hospital if more appropriate
We will require your consent to share your medical record with these services.
Palliative patients who are housebound and require routine visits will be seen by our on-call team at the practice.
Where possible, we encourage patients to attend the surgery for acute needs, as our facilities are better suited for examination and treatment.
Care homes supported by the practice should also call before 9:30am to request visits.
Anything We’ve Missed?
If there is anything we have not covered, please contact us using our Contact the Practice page or the Feedback form on our website. We will do our best to answer your query.