mask pic

If you are asked to attend the surgery for a face to face appointment you will be required to wear a face covering - exceptions do apply. see here.

Please click here for Government advice regarding suitable face coverings.



The UK has now moved to the containment phase to the delay phase on managing COVID 19 pandemic. If you think you have been exposed to Coronavirus please contact NHS111. DO NOT ATTEND New Road Surgery unless instructed to do so by a doctor or nurse at the Surgery. Thank you.


Text messages:

There may be occasions where it would be mutually convenient for us to contact you by text message. Please contact us to let us know if you would prefer this method of communication, and ensure we have your correct mobile number.


Urgent Prescription Requests


We will be changing the way we process on the day/urgent prescription requests from 31st August 2020.


We are often asked to raise these urgently, often at very short notice, due to patients failing to order in advance. This impacts greatly on our workload because each repeat prescription request has to be checked personally by us to ensure it is safe to issue. If you ask us to do a repeat prescription on the same day it means that it has to be handled separately from the normal requests, and this means we have to take time out of our schedule to check it. Doing it this way increases the chances of a mistake being made and also can also lead to appointments times running late. Asking us to do a prescription on the same day is, in effect, jumping the queue. You may think ‘but it’s just one prescription’, but we have over 13,000 patients and can have many requests per day.


At the time of writing, we are seeing an increasing number of “same day requests.” We feel this is not safe and so have changed our rules regarding medication requests.


From the 31st August, all requests for repeat prescriptions will be subject to our “2 working days” turnaround, to ensure safety and fairness. It is your responsibility to ensure you order your repeat prescription in plenty of time.


Many medications can safely be missed for a few days if you do run out.

There are, of course, a few medications that must not be missed (such as Insulin and anti-epileptic drugs), and if you run out of one of these, then please explain this to our staff when you ring. We will issue such prescriptions as a one-off on the day in the first instance, but you will be asked to ensure you do not run out again and will be directed to this message on our website.


Please respect our staff if they explain this new process to you – they are working under instruction from the doctors and we are all doing our best to ensure safety of all our patients.


Thank you for your understanding.


The Doctors

Travelling to Europe in 2020?

There have been a significant outbreak of MEASLES number of European Countries. All travellers who have not previously had 2 doses of a measles containing vaccine (e.g. the MMR) should consider being vaccinated before travel. For further information see Measles: ( If in doubt submit a Travel Form and arrange a telephone consultation in our Travel Clinic.

Don't forget to leave enough time to order your repeat prescriptions before your holidays and MOST IMPORTANTLY, take your medications on holiday with you!





Out of Hours

If you need a doctor out of normal working hours, ring 111.

Cancelling your Appointment

To find out how to cancel your appointment

Click Here

Having problems logging in to Patient Access?

Forgotten your password?

If so, please contact the surgery for assistance.


Lost Property

If you believe you have left something behind, please ask at reception.






Whilst we make every effort to provide you with the highest standard of care, we appreciate that you may feel less than satisfied at times. New Road Surgery has a standard complaints procedure which you can request a copy of by speaking to the practice.

If you have a complaint, in the first instance please ask to speak with our Operational Manager, who can help you directly or escalate it to the appropriate person. It may not always be possible to speak to the them immediately,  but they will come back to you as soon as possible. Alternatively you can write in, or email your complaint to : which will be passed on to the Operational Manager. We will acknowledge your complaint within 3 days, and aim to respond within  14 days. Depending on the nature of the complaint, some may take longer to investigate. For some complaints it can be better to deal with the complaint verbally, and if appropriate, we will aim to do so within 24 hours of receiving the complaint. 

If you are not satisfied with our response, you do have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of the Government and the NHS. Their service is confidential and free, but there are time limits to taking your complaint to the Ombudsman, although these can be waived if they think there is good reason to do so.

If you do have any questions about whether the Ombudsman would be able to help you or how to make a complaint, you can contact their Helpline on 0345 015 4033, or you can email

Any further information about the Ombudsman including the address you need to write to them is available at

Comments & Suggestions

Our aim is to provide you with the highest possible standard of care. If you have any problems, please let our staff know to see how we can help you.  We welcome any comments about our practice and its services.   

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