Practice Guidance

Infrastructural Changes at Royal Primary Care to accommodate COVID-19

Due to the Coronavirus (COVID-19) outbreak we have taken urgent measures to protect our patients, staff and the most vulnerable in the community. Please read the information below and share with friends and family to help us get the message to as many patients as possible.

If you have Coronavirus symptoms:

  • a high temperature and/or
  • a new continuous cough
  • loss of smell/taste

 you will be asked to stay at home and self-isolate for 7 days. 

DO NOT come to surgery, your local pharmacy or hospital. You do not need to contact 111 to tell them that you are self-isolating unless you feel you cannot cope, your conditions gets worse or your symptoms do not get better in 7 days. If you are symptomatic and have an appointment booked, please DO NOT attend and cancel it. 


Booking Appointments with a GP/Nurse Practitioner

If you wish to make an appointment you must call the surgery rather than attend. If you attend surgery to make an appointment you will be asked to return home and call the surgery.  We know this will increase the volume of our calls and have therefore boosted the number of call handlers to help. We appreciate that there may still be a wait, but please bear with us and we will get to your call as soon as we can. 

When you call for an appointment, you will be placed on to a clinicians list for them to call you by phone. If the clinician feels it is appropriate to do so, you will then be booked in for a face to face appointment. For this reason, it is essential that you ensure we have your most up-to-date contact details.


Booking Appointments with our Nursing Team

To reduce risks to patients, we will have restricted the appointments we are offering

The nursing appointments that will continue in surgery are:

  • Childhood immunisations
  • Smears
  • Urgent Blood Tests
  • Removal of sutures
  • B12 Injections
  • INRs
  • ECG

We are holding certain appointment types at specific sites to prevent cross-contamination.  This will mean that your appointment may not be at your usual site and whilst we appreciate this may not be convenient, in order to safely continue offering these appointments and protect the vulnerable, it is unavoidable.

Some appointments for example your annual review will be switched to telephone appointments which our reception team will advise you of.


Access to the Surgeries

From Tuesday 17th March, all surgery doors will be closed except for those patients that have been asked to attend following a telephone appointment. For surgeries with a pharmacy attached, the pharmacy will be open as normal but there will be no through access to the surgery from the pharmacy.

When coming for your appointment, you will be asked to attend alone unless you require a carer.

We are asking for all patients to wear a mask or face covering when attending public places including our surgeries to help reduce the spread of Coronavirus. If you do not have a mask, one will be provided for you. Please note that the use of a mask alone is insufficient to provide an adequate level of protection, and other measures should also be adopted such a social distancing and good hand hygiene.



Following the government’s latest instructions, we anticipate that footfall to our surgeries will be minimal as strict instructions have been put in place for the general public to STAY HOME! We therefore recommend that you obtain your prescriptions via the following channels:

• Medicines Order Line - 01246 588860 (please note, this service is not yet available for our Ashgate, Holme Hall and Whittington surgeries) if you are struggling to get through to the Medicines Order Line due to unprecedented demand, you can now request a call back from them to order your prescription. For more information, click here.
• Online via SystmOnline –
• Webform - If you are not signed up for online services, you can request your medication via Web Form on our website or

As a last resort if you are struggling, our staff here at the surgery will accept your request over the phone, however you should make every effort to use the other channels first as we need to save our telephone lines for patients who require medical assistance.
You should only come to surgery if you have been instructed to do so by a clinician.

If you normally collect your prescriptions from the surgery, your prescriptions will now be redirected to the pharmacy closest to your home postal address. You will be contacted by one of our prescription clerks who will make you aware that this has been done for you if you have recently put your prescription in to be processed. If you wish to change where your prescriptions are going, you can request this over the phone or this can alternatively be done online if you have access to our online system.

What to expect when attending a face to face appointment in surgery!

Have you got an appointment coming up? Here's what to expect when you attend surgery for a face to face appointment with any of our clinicians...
1. We are asking all patients to wear a face mask or covering, if you do not have one a disposable one will be provided for you at the surgery, however with PPE shortages we really want to encourage you to bring your own.
2. All of our clinicians are wearing PPE for their face to face consultations with patients, this means that they may look a little different to usual but we promise they are still smiling underneath. PPE is put in place to protect you and our clinicians, and ensures we can run surgery as safely as possible.
3. Unless you require a carer, you must attend surgery alone. Anybody else attending with you will be asked to wait in the car or outside the surgery. Whilst we know often coming to the surgery can be daunting and having a family member with you can ease anxieties, for the safety of other patients and staff we are restricting the number of patients in the surgery at any one time.
4. Hand sanitiser is readily available at all surgeries and you will be encouraged to use this upon entrance to any of our sites.
5. Whilst in the waiting room you will see designated seats that you can use. Where possible we have tried to avoid having multiple patients in at one time however sometimes there may be others in the waiting room with you, which is why we have ensured that all of the seats in the waiting room are socially distanced.
6. Please adhere to 2 metre social distancing. Whilst we know you feel protected when wearing PPE such as a mask or gloves, the best way to prevent the spread of Coronavirus is to stay away from close contact with other people wherever possible

Post-Covid Information Pack

Located to the next to this text is a handy guide including lots of information to help you to recover and manage your symptoms following COVID-19. Information in this pack includes:

  • What is COVID-19 and what symptoms should I expect?
  • What do I do if my symptoms get worse? And how might I feel?
  • Positions to manage breathlessness
  • Exercises to help manage your breathing
  • Breathlessness management rectangle
  • Managing your cough
  • Exercise to help clear phlegm
  • Positions to help clear your phlegm
  • Managing post COVID fatigue
  • & much more useful information