For non-urgent issues, please follow the guidelines below and choose the right service. An appointment may not be necessary.

This will help us to be more efficient by making an appointment available to you when you need it the most.

We have changed the way we book GP appointments and have adopted Total Triage model.

Read more about Total Triage

Starting from 1st June2023, we are changing the way all appointments are booked with GPs and Healthcare Professionals at Waterfield House Surgery. (For all nursing appointments please call us on 01892 825488)

Introducing Online Consulation to Prioritise Your Needs

To address the increasing demand for appointments, we are introducing Online Consulation. This system ensures that patients who require immediate attention get the appointments they need.

Why the Change?

We recognise the frustrations of waiting in long queues, both on the phone and at the surgery’s front door, trying to book an appointment only to be told that there are no more available appointments.  Many patients book appointments that may not be necessary, causing delays for those in urgent need. In the recent paper, “Delivery plan for recovering access to primary care”, NHSE highlighted the benefits of clinician triage and modern online tools, leading to higher patient satisfaction rates.

What is the Total Triage Model of Care

The Total Triage Model of Care means that every appointment or request for advice will be triaged by a clinician to ensure timely and appropriate care. Our easy-to-use online consultation forms gather crucial information, enabling us to arrange appointments when necessary.

Submit Online Consults effortlessly

Submit your queries and requests easily and quickly from the homepage on our website. If you have any issues or difficulties doing this, our helpful receptionists are available to assist you.

Can I Still Ring You?

Yes! You can still contact us by telephone. However, rather than our receptionist letting you know that there are no more appointments available, they will instead redirect you to our online consultation form on our website. Those who cannot access the online consultation forms themselves or through a friend/relative please contact reception to help you fill out the online consultation form.

Online Availability

Having an online triage system means that you are able to tell us your needs at a time that suits you better. The form is available to be filled out between 8am and 6.30pm every weekday.

Who will decide if I need an appointment?

When you fill out the online consultation form, clinician will review and evaluate the information you provide. Based on the details you provide, the clinician will determine the most suitable course of action for your care. To ensure the most accurate assessment possible, it is preferable that you provide as much relevant information as possible. If the clinician requires further information, they will request it from you. Alternatively, if your medical needs can be addressed through the pharmacy or urgent treatment center, they will direct you accordingly. In some cases, the clinician may also provide you with a self-booking link to schedule an appointment.

Embracing Change for Better Patient Care

We understand change can be challenging, but we are committed to providing you with a safe and efficient service. Our new strategy will help meet your needs effectively.

Join us on this journey towards improved care!

Request an appointment online



Submit a medical or admin request online and get the help you need - without waiting for an appointment.

Submit a request

Book an Appointment

Pharmacy & Self-Care


Pharmacists are qualified healthcare professionals who can offer clinical advice, over the counter medicines to effectively and safely manage a range of minor health concerns. They can also help you to decide whether you'll need to see a doctor. You don't need an appointment and you won't even be asked to make a purchase. Every pharmacy also has a private consultation area for you to talk about your symptoms in private if you prefer.

Locate your local pharmacy


Help and support available from many National and Local Organisations

Visit our Self Help Zone

Book an appointment

When you get in touch, we’ll ask what you need help with.

We will use the information you give us to choose the most suitable doctor, nurse or health professional to help you.

Ways to book

  1. Request an urgent appointment online
  2. Telephone: 01892 825488

Sickness Certificates (Fit Notes)

You must give your employer a doctor's 'fit note' (sometimes called a 'sick note') if you've been ill for more than 7 days in a row and have taken sick leave. This includes non-working days, such as weekends and bank holidays.

Visit our Sickness Certificates page

Group Consultation

Group Consultations are one-to-one appointments within a group setting, delivered by a clinician & supported by a facilitator, either virtually or face-to-face

Learn more abour Group Consultations

Travel Vaccinations

Information and advice for travelling abroad.

Visit our Travel Information page

Home Visits

Please be aware that our GPs will always call to assess the home visit request first.

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by contacting us before 10am.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.

You can also be visited at home by a community nurse if you are housebound. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years. 

Life Threatening - Go to A&E

Call 999 or go to A&E now if:

  • you or someone you know needs immediate help
  • you have seriously harmed yourself - for example, by taking a drug overdose

A mental health emergency should be taken as seriously as a medical emergency.

Find your nearest A&E

Change or Cancel an Appointment

Please give us as much notice as possible so we can offer your appointment to someone else.

Ways to cancel

  1. Telephone us on 01892 825488.
  2. If you have received a text reminder for your appointment then you can simply reply to that message with the word CANCEL.
  3. Cancel an appointment online
  4. Cancel through the NHS App

Cancellations notified less than 30 minutes before the appointment time will be recorded as failure to attend (DNA).

Repeated failure to attend booked appointments is a significant waste of NHS resources and may lead to your registration being removed from our list.

Out of Hours

Enhanced Access

Opening Times


You can now see a GP or other healthcare professional during:

  • weekday evenings between 6.30pm and 8pm
  • Saturdays and Sundays/Bank Holidays

These appointments offered could be:

  • At your registered practice
  • At another local GP practices
  • At another local NHS service - such as a General Practice Hub
What type of appointments will be available?

Evening appointments between 6.30pm to 8pm Monday to Friday will be offered by a practice in your local area. These appointments will be offered by a range of clinical professionals.

On Saturdays, a clinical professional will be available between 9am to 12.30pm at a practice in your local area (times may vary).

On Sundays and Bank Holidays a GP will be available between 9am to 12.30pm at a hub in Tonbridge, Sevenoaks, Tunbridge Wells or Maidstone.

Who can book these appointments?

Enhanced Access appointments are available for all patients in West Kent, regardless of where they are located. This means that patients can be seen by a clinical professional 7 days a week, 52 weeks of the year. It will be unlikely that you will be seen by your normal GP and it is likely that you will have to go to a different surgery to your registered practice for these appointments.

How can I book an appointment?

In order to book these appointments, you contact your surgery reception staff as normal. You will not be able to phone the reception staff on Saturdays, Sundays / Bank Holidays or between 6.30pm to 8am Monday to Friday.

Life Threatening

Call 999 or go to A&E now if:

  • you or someone you know needs immediate help
  • you have seriously harmed yourself - for example, by taking a drug overdose

A mental health emergency should be taken as seriously as a medical emergency.

Find your nearest A&E

Urgent But Not Life Threatening

Visit an urgent care centre if:

  • You have an urgent medical issue requiring on the day attention

Find Urgent Care Services


Use NHS 111 if:

  • You need help now, but it's not an emergency

There will be someone to provide you with advice and to direct you to a clinician if it is necessary.

Visit NHS 111 Online


You are very welcome to be accompanied by a trusted friend or relative at your consultation if you wish.

Read our Chaperone Policy