From Wednesday 11th November we ask that all calls relating to non-urgent medical problems be made before 15:00. If you call after 15:00, and your problem is not urgent, you may be asked to call back the following working day.
The telephone lines open at 08:00. One of our doctors will call you back on the same day to discuss your medical problems with you. They will either be able to help you over the telephone or they will make you an appointment, usually on the same day if that is convenient for you. If there is a time during the day when you will not be able to take a call from the doctor, please let the receptionist know.
The earlier that you call, the more likely it is that you will get an appointment at a time convenient for you and with the doctor of your choice. If you are struggling to get through on the telephone, then why not use our eConsult/Contact your GP Online service on our website at: www.dolphinhousesurgery.webgp.com
If your problem is of an urgent or serious nature then you must call us as soon as you are aware of it, regardless of the time. We remain open from 08:00-18:30 every weekday.
A full appointment system operates at both surgeries. To obtain an appointment please book an appointment online, call
- Make an appointment well in advance if possible
- Make a separate appointment for each person to be seen
- Let us know if you can’t keep an appointment
Stanstead Abbotts’ patients can be seen at either surgery. Stanstead Abbotts patients may make appointments for Ware by ringing the Dolphin House number
Since merging surgeries all telephone lines go into the same call system however any of the three old surgery numbers will work. We would therefore encourage you to contact us on the above number and to programme it into your phone to replace any other contact numbers you may have stored. Our telephone system will also inform you where you are within a queue to be answered, if there is one.
We offer bookable telephone consultations. These are for when you feel that you do not need a face to face appointment but do need to discuss your case with a doctor. They are often initiated by the doctor to contact you regarding test results you have had done that may need further explanation or medicine changes. They can also be used for a routine review of your health, such as depression updates or blood pressure check-ups where you use home monitoring equipment. You will be given a set time and the doctor will call you on your chosen phone number at that time (give or take if running late!). This allows you not to need to take any time off work and we just ask that you are able to answer the phone. If you do not answer we would consider it a non-attendance and a new appointment would have to be made.
Our triage system – same-day appointments
Over the last 10 years we have experimented with our appointment system to try and get the balance right between pre-bookable appointments and on-the-day appointments. By triaging all same-day appointment requests we have realised that about a third of the requests are actually for advice alone, while another third can easily be managed by our fully trained nurse-practitioners. Since merging with The Maltings Surgery we have once again changed the appointments system to take into account these findings. As a result, if phoning for a same-day appointment our receptionists will ask you what your problem is and will then fit you into the most appropriate appointment. This may be with a doctor, nurse-practitioner, practice nurse, district nurse or on the triage list for a doctor or nurse to call you back for further advice. We guarantee that if you need to be seen the same day (for medical reasons), you will! Our only rule is that if you do want and need a same day appointment, unless there are exceptional circumstances, you must be available to attend the appointment offered.
We were one of the first three Practices in East Herts to start extended hours. As a ‘commuter town’ we realise it is important to offer those who work appointments to suit them. As a result we offer a range of early morning and evening extended-hours appointments:
- 7:30am to 8:00am Monday, Thursday and Friday
- 6:30pm to 8:15pm Wednesday
These surgeries are in addition to all of our normal activities and clinics, not instead of! As such we ask that they are used by people who cannot make the routine appointments during the day.