Portway Family Practice 

Important Information

28th May 2021

Unfortunately we are currently experiencing some technical difficulties with our telephone lines.  If your are trying to contact the surgery as a matter of urgency please email us on: We apologies for any inconvenience caused, hopefully our lines we be up and running ASAP. 

Many thanks for your patience.

Suppling face masks exemption letters to patients.

We have had an increase in requests from patients for letters of exemption to wearing face masks in various public settings.

Our response follows the UK Government guidance and supported by the British Medical Association.

The Government guidance suggests there is no requirement for evidence for exemption. It should be sufficient for someone to declare that they are eligible for an exemption direct with the person questioning them (e.g. Bus Drivers)

Practices are therefore not required to provide letters of support for those who fall under the list of exemptions, or to those who do not fall under the list of exemptions.

For more information please see the website

Thank You

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Portway Family Practice

Covid-19 Update


Portway Family Practice would like to say a big thank you for your continued patience and support during what has been and what continues to be a very difficult time for all.


We are pleased to be able to restart some elements of planned care – things like cervical screening appointments and clinics for those patients with long-term health conditions such as diabetes (booked appointments only) that has been closed to the public since the start of the pandemic.


To be able to do this, whilst following the local and national guidance to keep you and our team safe, there will still be times when, if you need to be seen face to face,  you will be asked to attend the practice on a set day and time to limit the footfall at the practice. We are also asking our patients to attend the practice wearing a face covering and come alone wherever possible.


When you come to the practice for an appointment, we would ask you to arrive no more than 5 minutes before your appointment time and to attend alone or with no more than one other person if you need them. You are required to wait in your car if you arrive in one and call 0121 612 3422 to advise the reception staff you have arrived. A member of our team will call you when they are ready to start your consultation and greet you at the door to ask you a couple of screening questions and to take your temperature.

We are open 

If you need us then please get in touch: 

  • The practice is open Monday – Friday 8:00am – 6:30pm, our phone lines are very busy at times and ask that you remain patient with us whilst we are taking additional information from patients who require an appointment. We also ask that you select the appropriate selection in order to direct your call to the reception team.
  • Your first point of contact with a clinician will be on the telephone and/or a video consultation if appropriate – if you need to be seen, then they will arrange for you to be seen face to face.
  • Patients are required to call at 8:00am on the day for an appointment, this allows us to plan the surgery and if urgent ask the clinician to call you sooner. If you are calling after this time, we cannot guarantee you an telephone or video consultation.
  • If it is appropriate for you to be seen at home, we will arrange to visit you
  • Prescriptions – we will continue to process prescriptions as quickly as possible but please allow 72 hours (3 days) from the date of ordering before collecting your medication. We would encourage everyone to have their prescriptions delivered directly to their chosen pharmacy electronically.
  • Ordering prescriptions – There are a few options for you to use. 1) if you’re registered to use online services this is the best way to order your medication at your convenience. If you aren’t currently registered but would like to sign-up, please contact us directly and we can sort it out for you. 2) you can ask your pharmacy to order them for you. 3) You can email your request to
  • Sick notes to cover self-isolation – These are known as ‘Isolation notes’. If you need to stay at home because of coronavirus and you need a note for your employer, there is an online service you can use:


Call us or go online 

Please do not attend the surgery face to face without a booked appointment or without the request of a clinician: 

  • Our telephone lines are open Monday – Friday 8:00am – 6:30pm
  • If you aren’t sure if a particular service/clinic is running, then please get in touch
  • Register for online services to book appointments; order your medication; access information from your record.
  • If you aren’t using online services but would like to register, we can do this with you over the phone


Stay safe 

Please continue to follow the advice with regards to social distancing. The NHS is here to support you – if you need urgent medical help then call 111 or 999 in an emergency situation



If you have:

  • A new, persistent cough
  • A fever greater than 37.8C or, if you don’t have a thermometer, you feel hot and uncomfortable
  • A loss or change in your sense of smell or taste

We would ask you to follow the advice and self-isolate at home for 10 days – please do not visit your GP Practice

If you feel WELL, you do not need to report this to NHS 111.

If you start to feel UNWELL during your isolation, please go to NHS 111 Online or contact NHS 111 if you can’t access the internet. 

If someone you live with starts to display the symptoms, then everyone in the house should self-isolate for 14 days.


Self Care 

We are encouraging all our patients to self-care wherever possible. Patients can do this by contacting their local pharmacies, minor eye clinics, dentist, Out of Hours if this cannot wait till other services are open, NHS111 or 999 if an emergency. There are other various services available for advice and guidance before contacting your GP Surgery.

As part of your ongoing care it is important that patients have the following items in their household in order to monitor their conditions: Thermometer, BP Machine, Peak Flow (asthmatic/COPD Patients), Weighing Scales, Blood Sugar Monitor (diabetics) and contact details for local services available. If you do not have these items, we are encouraging patients to purchase them over the counter in order to limit the contact and time you will spend at the surgery to help keep you and our staff safe.

Please click the links below for details on services available to you and items you do not need a prescription for and can purchase over the counter.

For Local Services/Contact Details

For Over the Counter Items


Extended Hours

We are still offering our patients appointments at our extended hours between 6:30pm – 8:00pm Monday – Friday and 8:00am – 12:30pm on Saturdays and Sundays. There are 2 sites that patients can travel to should a face to face appointment be required. These sites are Portway Family Practice and Neptune Health Park. Patients can book a consultation with a GP, Practice Nurse, Health Care Assistant or Clinical Pharmacist.

Your first point of contact with a clinician will be on the telephone and/or a video consultation if appropriate – if you need to be seen, then they will arrange for you to be seen face to face at one of these sites.

Portway Family Practice: Mondays, Wednesdays, Fridays and Sundays

Neptune Health Park: Tuesdays, Thursdays and Saturdays


Patient Forms/Sick Notes/Letters

We are not accepting/handling any paper forms from/to patients wherever possible. We are asking patients to call the surgery and update your contact details with reception and provide us with an email and up to date mobile number.

All forms such as new patient registration forms, midwife forms, sick notes etc. will be emailed to you, or you can complete them on our website. Again, this will limit the contact and time spent at the surgery.

If patients are requesting any letters from the GP for medical reasons, then you can email your request to  Please be advised that we cannot guarantee a time scale for these letters. There is also a charge for private letters.

We are also trying to send patient follow up letters to them via a link to their mobile or by email rather than posting out letters. Please contact the surgery to update your details.

Blood forms/X-ray forms are now sent electronically to the hospital, you do not have to attend the surgery to collect the form. Patients will be sent a telephone number at the time the request for a blood test or x-ray is being done and patients can ring and book their appointment.

Thank you for your patience and co-operation during this difficult time.

From all the staff at Portway Family Practice


(Site updated 28/05/2021)
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