Online Appointment Booking - FAQ
Do I need an account to book online?
Yes, we recommend signing up for the NHS app in the first instance as the identification checks are carried out online during the set up process.
Alternatively, you can apply for access to SystmOnline which is the online solution offered by our clinical system provider. Please email the practice at Castlemedicalgroup.firstname.lastname@example.org to request an application form.
I cannot find the clinician that I want to book with
We are starting to release appointments for our Advanced Nurse Practitioners and our Registrar Doctors so it could be that we haven’t released appointments for the clinician you wish to book with yet. Further clinician appointment slots, including our partner GP’s will be released over the course of the next few months.
The appointments offered online are pre-bookable slots and do get booked very quickly. Our advice is to check online as soon as you know you need to book an appointment.
Your medical care is better managed by being consistent and seeing the same clinician each time for your specific medical problem so if the clinician you wish to book with is not available online then please call our Patient Services Advisors on 01530 414131 and they will be able to help you.
Do I have to give a reason for booking an appointment?
You will be offered the opportunity to give a reason for attending during the process of booking your appointment. The clinicians at the practice would be grateful if you could state a reason so that they can ensure you are booked in with the most appropriate clinician for your circumstance.
If you omit a reason, you will be contacted by the practice to discuss the reason for attending the appointment.
Is there any criteria I need to follow when booking an appointment?
We would be grateful if you could select ‘What type of appointment do I need?’ in the NHS app or please read the supporting information in the yellow banner before booking your appointment if you are using SystmOnline. This will give you an advice regarding the type of appointment you are booking or advice on the clinician you are booking with.
Prior to confirming your appointment, you will be asked to confirm that you have read this supporting information.
I already have an appointment booked and I have been advised to book another one. Am I allowed to book this online?
Yes, you are allowed to have a total of 2 appointments booked at any one time.
Can I book on behalf of someone else?
An appointment cannot be booked by someone else if the patient is aged 16 years or over. Patients aged 16 years and over will require their own online access to be able to book an appointment.
When are online appointments released?
There is no set time for the release of online appointments. Once our clinical rotas have been decided the online appointment slots are made available.
Can I cancel an appointment I no longer need?
Yes please! We would encourage you to cancel your appointment as soon as possible!
You can do this via the NHS app, SystmOnline or by emailing the practice at Castlemedicalgroup.email@example.com up to 1 hour before the appointment time which the minimum amount of time the system allows. This will ensure that your appointment time can be allocated to another patient who requires an appointment.
If you fail to arrive for an appointment, you no longer need, this will trigger our Did Not Attend (DNA) process. If you persistently do not attend, the facility to book appointments online will be removed from your online account.