Statement From Harewood Medical Practice

Harewood Medical Practice

42 Richmond Road, Catterick Garrison, DL9 3JD

Surgery hours: Monday to Friday 8.00am-12.30pm and 1.30pm to 6.00pm
(Closed bank/public holidays)

After listening carefully to patient feedback over the past year, we have decided to make some changes to our appointment system.  We believe these changes will both increase the availability, choice of appointments and allow us to meet the clinical needs of more patients each day.

As you are aware, currently all requests for appointments with a GP or Nurse Practitioner receive a phone call first.  We previously decided to use this method as the majority of these calls could be dealt with safely without the need for a face-to-face encounter, and we could process more phone calls than face to face appointments each day.  If a face-to-face appointment was required, this was booked at the discretion of the clinician.

Initially, the conversion rate of telephone encounters was very low but over time we have reached a point where around 40% of these telephone calls are converted to face-to-face encounters. This takes up two appointments, rather than one, which has become inefficient over time.

We have received numerous comments lamenting the difficulty in seeing clinicians face to face, and the difficulty obtaining any appointment for the same day.  We share your frustrations and have spent some time considering ways in which we can better meet the needs of the practice population.

From July 15th, the appointment system will change.  When you call the surgery, you will be offered either a face to face or a telephone consultation on the same day, or at other times within the upcoming week.  There will be some exceptions to this, depending on the history you give to our staff, however this will only be to insist on a face-to-face consultation for certain conditions.

In the vast majority of cases, you will choose, not us.

We will alter our rotas to create as many appointments as possible, available before and after school, and our staff will be able to suggest the most appropriate clinician for you to see or speak with, if you are unsure (for example someone who specialises in Women’s Health).  Our intention is you see the right person, first time, every time.

In addition, we will increase the capacity of our clinicians to respond to online requests/consultations which can be accessed via our website below (Contact us online).  The online consultations will allow you to receive a response via email, text or a phone call, depending on which mode is most suitable to you.

We anticipate this new way of working will significantly increase our capacity, however our resources remain limited, and we are working hard to increase our capacity within available resources so please be patient with us.

The new appointment system will be reviewed every three months to make sure we are making the best use of our resources and we continue to encourage feedback from patients, so please make your views known.


Our triage service is in operation everyday until 12pm, where capacity allows. If you need a response to a medical problem on the same day, please contact the practice, where possible, before 12pm each day.

This gives us the capacity to see patients face to face where appropriate, and provides us with the time to see and assess patients who have complex requirements while managing our increased acute workload more efficiently.

Please note, our ability to provide a triage appointment depends on the demand on the day.

Thank you for your continued support and understanding at this time.

Don’t wait on the phone… contact us online

You can contact us online about any medical, administrative or prescription issue. You don’t need an app, simply enter your details and we’ll get back to you within two working days.

Please do not use this online form for urgent or emergency requests – contact the surgery in the normal manner.

The submitted forms will only be read during office hours. The forms will not be read at weekends (Saturdays and Sundays) or on bank holidays. They will not be read Monday–Friday between the hours of 18.00–08.00.

Please contact 111 during out of hours or 999 if it is an emergency.

Watch the video below to see how easy it is to use. Skip the video along to 13.20 minutes for a demo.

Download Information for Airmid App

Apple Phones – Airmid UK on the App Store (

Other Phones – Airmid UK – Apps on Google Play

Airmid helps you manage your personal health record and connects you to online services offered by GP practices and other NHS organisations.  This app will provide updates surrounding your prescription requests and you will be able to see when Harewood clinicians have issued your prescription and which pharmacy this has been sent to including the bar code reference for the particular prescription.  This should reduce the requirement to contact our practice directly for updates with regards to your prescription requests.  This app also provides detailed information surrounding your medical record, health care and any upcoming appointments and we encourage you to download this app for your convenience.

About us

Harewood Medical Practice, Catterick Garrison, is a GP practice for patients registered with us.

Between our GPs, advanced nurse practitioners, and practice nursing team, we aim to offer you a wide range of healthcare services in your local community.

We offer on-the-day appointments as well as appointments you can book in advance and telephone consultations. You can also set up an online account to manage your healthcare online via smartphone, tablet or computer.

We want to offer flexible and convenient services to our patients to allow you to take control of your healthcare.

Support with diabetes from Diabetes UK

Whether you are at risk, living with or caring for someone with diabetes, diabetes can be tough. But you are not alone. Whatever your connection to diabetes the North of England Diabetes UK team are here for you.

Better Access – more routine primary care appointments

More routine primary care appointments have been made available to people living in our region. Patients registered at GP practices in Hambleton, Richmondshire and Whitby can pre-book a routine primary care appointment between 6:30pm and 8pm weekdays and between 8:30am and noon on Saturdays and Sundays. This is not a walk-in service – please speak to a receptionist to book your appointment.

Like what we’re doing?

If you would like to share some positive feedback about the practice and/or our staff, please do this via email or telephone on 01748 876090.

Friends and Family Test

The NHS Friends and Family Test (FFT) allows patients to provide feedback on their experiences, which is vital in transforming NHS services and supporting patient choice.

Find out more about how to provide feedback on your experience with Harewood Medical Practice.

Are you a patient at our practice?
Would you like to be more involved in the practice?

If you have answered ‘yes’ to the above questions, we would love you to get involved with our Patient Participation Group. Register your interest by emailing Please include your full name, email address and telephone number so we can contact you.

Download our patient information leaflet

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