Reports of difficulty getting through to Reception/booking an appointment at GP Surgeries have increased nationwide, including at Norton Medical Centre. Unfortunately, we do not have unlimited resources and are currently working to maximum capacity. We have a standardised letter that explains this is a national problem and we are trying to provide the best service that we can The full letter is available online directly from this linkand available for download below. Thank you for your understanding.
We offer a range of different appointments to try to provide flexibility for our 17,100 patients to access an appointment appropriate to their needs. Appointments can be booked online, by telephone and in surgery.
We have five health professionals who work alongside our doctors to improve access. Both have the clinical skills and prescribing expertise to diagnose and treat common minor illnesses.
Kelly Cook is a qualified Nurse Practitioner and Prescriber with a wealth of experience working in GP surgeries, walk-in facilities and the urgent care centre.
Alyson McGivern is an experienced, qualified Clinical Pharmacist Prescriber with specialist clinical skills training who has worked within GP surgeries for many years.
Clare Phillips is a qualified Advanced Nurse Practitioner.
Mark Lauder is a qualified Advanced Clinical Practitioner.
Kirsty List is a qualified Nurse Practitioner.
The receptionist is instructed to ask you for brief details of your problem. We understand there may be occasions when you would prefer not to share personal medical information but if you feel able to do so it will help the receptionist direct you to the most appropriate solution. You can be assured that all staff are trained and contractually obligated to keep anything you do disclose confidential.
Please note we record all phone calls for quality monitoring, training, compliance and security purposes.
Doctors are highly trained professionals and it is essential that we use their time effectively. There are occasions when patients ask for an appointment with their doctor to discuss issues that can be managed quickly and efficiently by trained surgery support staff, e.g. ordering medication; giving out test results on which the doctor has already reported and chasing up hospital appointments. If the receptionist knows the reason for your call she can direct you to the right person within the Practice and free up a valuable GP appointment.
Similarly, not all problems need direct contact with the doctor and the information you provide may enable our receptionists to allocate your problem to our ‘messaging system’ that will ensure you get an answer to your question without using an appointment slot.
Patients can also access simple health advice from other providers such as local community pharmacies and/or NHS Choices at https://www.nhs.uk/Conditions/Pages/hub.aspx
Naturally we cannot provide an unlimited amount of appointments as our clinicians can only safely see a certain number of patients each day. Each day we have a limited number of the following appointment types available:
Once all of our routine appointments are booked patients who feel their problem cannot wait will be referred to the duty doctor. These appointments should not be requested for minor illnesses that can be managed effectively with treatments readily available from a pharmacy; ongoing problems or long-term conditions unless symptoms have changed/worsened; sick note requests or routine medication queries.
Appointments are released each day, once fully booked to safe capacity, patients will be directed to alternative services. Additionally, more appointments are released each working morning at Norton Medical Centre.
If you have more than one problem, please let the receptionist know when booking your appointment so you can be allocated sufficient time. Appointments are for 10 minutes and this is not normally enough time for the doctor to safely manage multiple issues unless they are very minor.
As you will appreciate there are a limited number of appointments available to book with each health care professional daily. Once the available slots are used you will have to book the next available routine appointment that is convenient for you. If you feel unable to wait for the next routine appointment you will be referred to the duty doctor.
Available to book online, in surgery and by telephone.
Note: We know that it can be difficult getting through to the Surgery by telephone and apologise in advance for this. We have increased lines but the unprecedented demand for services continues to exceed the number of telephone lines and staff we can have working within the practice. Patients with internet access can complete an eConsultation, please select the banner below:
Please ensure you are available to be contacted via the telephone number provided on your E-consultation or in your medical records after completing E-consultation. The surgery may need to contact you to discuss further or to arrange an appointment. Thank you.
Appointments are available to book online, in surgery and by telephone. Please note that between 8 and 8:30am priority will be given to patients who have fasted or who need to leave for work/school drop off etc.
The smoking Cessation clinics have currently stopped due to Covid19. Patients are able to self refer by visiting https://www.nth.nhs.uk/services/stop-smoking-service/referral-form/ and completing and submitting the form. They will contact patients directly from the contact information provided.
A Smoking Cessation clinic is held on Wednesday from 6:00pm - 7:30pm. To book an appointment, or to cancel or re-arrange a smoking cessation appointment contact the Stop Smoking Service on 01642 383819. Please note that Staff at Norton Medical Centre are unable to book, cancel or re-arrange smoking cessation appointments.
If you find it difficult to attend a GP appointment during our opening hours (8:30am until 6pm), ask our receptionists to book an evening (up to 8pm) or weekend appointment for you at one of our hub sites at:
Tennant Street Medical Practice in Stockton
Woodbridge Practice in Ingleby Barwick
Chadwick practice in Hartlepool
The hub sites can also provide a full range of nurse and health care assistant appointments – for example, patients who suffer from a long-term condition but struggle to attend a review. Healthcare professionals working in the hubs can access medical records with the patients’ consent.
Hartlepool & Stockton Health are offering 7-day access to GPs, Nurses, and Healthcare Assitants at three practices across Hartlepool and Stockton. Appointments can be booked by calling Norton Medical Centre during normal working hours.
The surgery is open on a Saturday from 10am until 1pm for pre-booked appointments only.
If you need to see a doctor and are too ill to attend the surgery, please ring 01642 745 350 before 10am. Reception will record your name, address, phone number and the nature of the problem and these details will be passed to your GP who may telephone you to discuss the problem.
Please remember home visits take up valuable time and should only be requested when they are really necessary.
Norton Medical Centre
Tel: 01642 745350
Monday to Friday 8:00am - 6:00pm
Please use our Online Consultation Service to contact us online for an appointment or for queries by using our eConsultation link
The practice is closed on Thursdays between 12 noon and 2:00pm for staff training.
We are occasionally closed for training sessions, please see separate notices in the surgery and on the website for specific dates.
Closure dates can be viewed with our Opening Hours Page along with opening times.
When the practice is closed call 111 for medical help or visit Out of Hours
Call 999 for Health Emergencies
If you need urgent medical advice between the hours of 6.30 pm – 8 am weekdays, during weekends or on Bank Holidays – please telephone 111. NHS 111 can help if you have an urgent medical problem and you’re not sure what to do. For children under 5 call 111 For people aged 5 and over go to 111.nhs.uk