There are various ways of making an appointment at new Hayesbank surgery, depending on your request type.
Doctor (GP) appointments – the quickest and easiest way to request a GP appointment is to use Anima. All requests are then triaged by a senior clinician and you will receive an outcome within 24 hours. If you are unable to use Anima, it’s easy to speak to Andi, our AI Receptionist who will put your request through for you.
Nurse appointments – The easiest way to book a nursing team appointment is to call the surgery on 01233 624642 and choose option 2.
The surgery serves over 19,000 patients and uses a total triage process to help us cope with demand for our services.
When you submit a request using Anima, or if your call the surgery, they are treated in the same way. All requests are triaged by a senior clinician and an outcome is decided based on severity of the condition, as well as capacity in the surgery.
If there is capacity on a set day, you will either be given a telephone, or face to face consultation, the same day, or a date in the future.
If the clinician believes that you should be seen urgently and there is no capacity at the surgery, then they will signpost you to an alternative healthcare provider, such as an Urgent Treatment Centre (UTC), or Emergency Department (ED) / Accident & Emergency (A&E) or NHS 111. This is to ensure that you are seen as soon as possible.
NHS 111 is the NHS service for people who need medical advice or treatment urgently, but where their life is not in immediate danger. It is open 24 hours a day, 365 days a year.
How you can use it
- Online (Ages 5+): Visit 111.nhs.uk or use the NHS App to answer questions about your symptoms and get instant guidance.
- By Phone (All ages): Call 111 to speak with a trained advisor. (Call 111 directly if you are calling on behalf of a child under 5, or someone with complex health needs).
- Accessibility: British Sign Language (BSL) users can access the service via SignVideo NHS 111, and text relay users can dial 18001 111.
What NHS 111 can do
- Direct you to local urgent treatment centres, walk-in centres, or emergency dentists.
- Connect you to an out-of-hours GP or local pharmacist for minor illnesses and emergency prescriptions.
- Arrange a callback from a nurse, doctor, or paramedic.
- Direct you to 999 or A&E if your condition is more serious than you thought.
When not to use it
- Call 999 or go to your nearest A&E immediately if someone is seriously ill, injured, or facing a life-threatening emergency (such as chest pain, severe bleeding, or breathing difficulties).
A&E (Accident and Emergency): For life-threatening emergencies that need 24/7 critical care (like chest pain, stroke symptoms, severe breathing difficulties, or major trauma).
UTC (Urgent Treatment Centre): For urgent, same-day problems that are not life-threatening (like sprains, suspected broken bones, minor burns, cuts needing stitches, or ear infections). Find out more about Urgent Care or visit the current waiting times website for the UTCs in the Kent and Medway area.