Frequently Asked Questions

Requests for an appointment can be made via telephone or online.  Sometimes you may need advice that can be dealt with via text message, telephone consultation or video consultation rather than requiring a face-to-face appointment.  If the Doctor feels that you need to be seen at the surgery, an appointment will be offered.  If you do not have telephone or online access, then patients are permitted to call in person at the practice.

If you are out of town and unwell, we ask that you seek medical attention from a local service.  Details of local services can be obtained from the NHS Choices website and via calling NHS 111.  Most acute problems require face to face assessment, and it is unsafe for us to diagnose and treat without a proper assessment.

We are operating a total triage service, this means that your GP or nurse will review your problem and will then, depending on your needs

• offer you advice by text if this is appropriate
• offer you a telephone call
• offer you a video call
• issue a prescription
• ask to see you in person (face to face) or
• refer you to other services

You can cancel or rearrange your appointment up to 60 minutes before the appointment time, which will help us to reallocate it. You can cancel your appointment by contacting via phone 01925 725 644

The practice is able to offer patients the choice of evening or weekend non-urgent appointments, making it easier for patients to see a GP at a convenient time.  These appointments are available to patients across Central and West Warrington PCN as part of our Enhanced Access Service

If you would find a later or weekend appointment more convenient, please ask the receptionist when booking a non-urgent GP appointment.

Please be aware that you will need to consent to share your medical record with the GP who is on call in the Enhanced Access Service.

The appointments are for non-urgent patients only, on a first come first serve basis. The appointments must be booked in advance and can only be accessed by your own practice; it is not a same-day appointment service.

It is not a case of the patient advisor being nosey!

The reception staff are members of the practice team and it has been agreed they should ask patients “why they need to be seen” Reception staff are trained to ask certain questions in order to ensure that you receive:

• The most appropriate medical care
• From the most appropriate health professional
• At the most appropriate time

Patient advisors are asked to collect brief information from patients

• To help doctors prioritise who gets seen and when
• To ensure that all patients receive the appropriate level of care
• To direct patients to see the most appropriate health care professional, sometimes this isn’t the GP!

Reception staff, like all member of the team, are bound by confidentiality rules

Any information given by you is treated strictly confidentially

• The practice would take any breach of confidentiality very seriously and deal with accordingly
• You can ask to speak to a receptionist in private away from the reception desk

Please make every effort to attend your appointment, or cancel with at least an hours notice if you are unable to attend, as this helps us to give the slot to somebody else and avoid wasting appointments.

If you are unable to take our Clinician’s call at the time of your telephone appointment, they will try again during the day. If you are again unavailable, you will need to rebook your appointment for another time as the Clinician will have moved on to other patients.

If you arrive more than 10 minutes late for your in-person appointment, your Clinician may not be able to see you. We will try to find you an alternative appointment time the same day, but you will need to rebook if we are unable to find one.

Our clinicians try as hard as they can to run to time. However, sometimes they may be a little late to your appointment if they are held up with an earlier patient or urgent problem. Thank you for your patience. Your clinician will call you as soon as they are able to.

If need to see a GP when we are closed, please call NHS 111 for our out of hours service.  Please note, out of hours provision for patients is commissioned by NHS England/Warrington CCG and not provided by the practice.

If you are housebound or too ill to come to the surgery and require a visit at home, please call the surgery before 10.30am. All home visit requests will initially be assessed over the telephone by the Nurse Practitioner or a Doctor. Home visits take up much more of a doctor’s time than a consultation in the surgery, so if you are mobile, please come into the surgery to be seen where possible.

Many patents believe there is a standard home visit service available from a GP between 8am and 6.30pm, but this is not the case – the GP will decide if a home visit is warranted. Upon initial assessment over the telephone the GP may override the request for a home visit and advise the patient to attend A&E; without first seeing them. This is providing the medical condition of the patient makes that course of action appropriate.

111 will only recommend that the patient contacts their own GP service; the type of consultation will be decided by the GP. NHS care is based on patient need as assessed by a Clinician.

There are two urgent treatment centres (walk-ins) within 20 mintute drive of the practice. 

Widnes Urgent Treatment Centre and Runcorn Urgent Treatment Centre

For more information please click here

For more information about our feedback/complaints process please click here. 

“Why do I have to pay?”

Private work is not covered by the NHS. The preparation of private letters/reports/forms has to be completed outside of NHS time and as such there is a fee payable. All of these tasks require the doctor to take time to review a patient’s medical records to ensure that the information provided is correct, the letter/report/form then has to be generated and sent to the patient and/or third party. Because of this, we are unfortunately unable to waive or discount the fee.

“How long will it take?”

Private letters/reports/certificates etc. do not take priority over NHS work and hence may take some time to prepare. Please allow at least 8 weeks for reports from receipt of payment and be aware that these are not regulatory SLAs and depending on workload, it may take longer.

“I need it today/tomorrow/next week/sooner”

We understand that receiving your medical reports promptly is important. To ensure accuracy and fairness for all our patients, please take note of the following guidance:

• Processing Times: We are unfortunately unable to expedite or fast-track individual medical report requests.
• Our Commitment: Our team will always do their best to complete your report as soon as possible, ensuring it is thorough and clinically accurate.
• Plan Ahead: We kindly remind patients to leave ample time when submitting a request, particularly if you have a deadline for insurance, employment, or legal purposes.

We appreciate your patience and understanding.

“I only need the doctor’s signature”

When a doctor signs a certificate or completes a report it is a condition of remaining on the Medical Register that they only sign what they know to be true.

To complete even the simplest of forms, the doctor might have to check the patient’s entire medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the police.

“I need an amendment to the letter I’ve received”

If an amendment to a letter is required, please sure to a member of the reception team. Please note that depending on the type and complexity of your request we may charge you an additional fee.

“The doctor has to write these exact words…” 

We are very sorry, but we usually cannot accept requests for the doctor to write the letter in a specific way. The doctor will write what they know is supported by your medical record, and reserve the right to refuse your request or provide alternative wording.

Please note: Our doctors can only provide letters or reports which are factually accurate based on your medical records. They cannot modify them based on individual preferences or requirements. If you request changes to letters or reports which do not match your medical records, your request will not be actioned.

What are Primary Care Networks (PCN)?

Working together to provide better care for our communities

Central and West Warrington Primary Care Network (PCN) brings together seven GP practices serving approximately 68,000 patients across Warrington. By working together, we can provide a wider range of services, share expertise and improve access to care for our patients.

Being part of a Primary Care Network means you may be offered appointments with a range of healthcare professionals who work alongside your GP practice.

These may include:

• Clinical Pharmacists
• Pharmacy Technicians
• First Contact Physiotherapists
• Social Prescribing Link Workers
• Care Co-ordinators
• Health and Wellbeing Coaches
• Mental Health Practitioners
• Paramedics

These professionals have specialist skills and can often provide the right support more quickly, helping you receive the most appropriate care for your needs.

For more information please click here.

The maximum we issue regularly is 2 months, although some medications can only be 1 month supply due to prescribing guidelines and safety. 

If you are going on holiday and require an additional supply so you do not run out, we can cater for that on an individual basis

When ordering medications online, if you encounter a message stating that you need a review, it is a safety feature with the app/website. 

If using Systemonline to order please add the name of the medication you would like in the free type / custom request box.

If using the NHS app please put a paper request in at reception. 

The GP will review your medication and invite you in for a review if required. 

We aim to process all requests within 48-72 hours. This does not include weekends or Bank Holidays. Once it has been sent to your local pharmacy, they will likely need some more time to get it ready for you (they can inform you of how long this will be).

We’d recommend you do this seven days before your medication is due. We will accept earlier requests in festive periods and in special circumstances. Please let us know about the reason when you are requesting early.

Please note we will only issue controlled drugs, this includes some pain medicines 3 days before there due date. 

Penketh Health Centre does NOT prescribe sedatives for fear of flying. This policy decision has been made by the GP Partners and is adhered to by all prescribers working in the practice. The reasons for this can be found below:

1) Diazepam is a sedative, which means it makes you sleepy and more relaxed. If there is an emergency during the flight it may impair your ability to concentrate, follow instructions and react to the situation. This could have serious safety consequences for you and those around you.

2) Sedative drugs can make you fall asleep, however when you do sleep it is an unnatural non-REM sleep. This means you won’t move around as much as during natural sleep. This can cause you to be at increased risk of developing a blood clot (DVT) in the leg or even the lung. Blood clots are very dangerous and can even prove fatal. This risk is even greater if your flight is greater than four hours.

3) Whilst most people find benzodiazepines like diazepam sedating, a small number have paradoxical agitation and in aggression. They can also cause disinhibition and lead you to behave in a way that you would not normally. This could impact on your safety as well as that of other passengers and could also get you into trouble with the law.

4) According to the prescribing guidelines doctors follow (BNF) Benzodiazepines are contraindicated (not allowed) in phobia. Your doctor is taking a significant legal risk by prescribing against these guidelines. They are only licensed short term for a crisis in generalised anxiety. If this is the case, you should be getting proper care and support for your mental health and not going on a flight.

5) Diazepam and similar drugs are illegal in a number of countries. They may be confiscated, or you may find yourself in trouble with the police.

6) Diazepam stays in your system for quite a while. If your job requires you to submit to random drug testing, you may fail this having taken diazepam.

We appreciate that fear of flying is very real and very frightening. A much better approach is to tackle this properly with a Fear of Flying course run by the airlines and we have listed a number of these below.

Fear of Flying School podcast - Health Podcast | Podchaser

flyingwithoutfear | Virgin Flying Without Fear

Our courses | Flying With Confidence

Fear of flying course | Fearless Flyer (easyjet.com)

NHS GPs are only able to prescribe medicines that are approved for use within NHS guidance and local Integrated Care Board (ICB) policies. When a patient sees a private specialist, that clinician remains responsible for any treatment they recommend, including providing prescriptions and monitoring.

If the treatment is not routinely prescribed in the NHS or falls outside local policy, we are unable to take over prescribing responsibility. This ensures patient safety and consistent prescribing standards across the NHS.

What is an “off-label” medication?An “off-label” medication is one that is used for a purpose not included in its official licence (for example, a drug licensed for smoking cessation being prescribed for a mental health condition). Specialists may sometimes use medicines off-label based on their clinical judgement, but NHS GPs are not obliged to continue such prescriptions unless this use is supported by national or local NHS guidance.

Why can’t my GP prescribe my off-label medication on the NHS?Prescribing off-label requires specialist oversight, monitoring and responsibility. NHS GPs can only prescribe off-label medicines where there is clear evidence of safety, local approval and shared care arrangements agreed by the ICB. If these are not in place, the prescribing and monitoring remain the responsibility of the initiating private specialist.

Who is responsible for ensuring I have no break in treatment?If you are under the care of a private specialist, they are responsible for ensuring there is no interruption in your treatment. A specialist should not discharge you or allow a break in medication until it is confirmed that your NHS GP has formally agreed to take over prescribing.

Can I discuss alternative NHS treatment options?Yes. If your current treatment cannot be prescribed through the NHS, you can book an appointment with one of our GPs to discuss NHS-approved alternatives that may be suitable for your condition.This information is provided to help patients understand how NHS and private care interact, and to ensure treatments are managed safely and in line with NHS prescribing policies.

What is a Shared Care Agreement?

A Shared Care Agreement (SCA) is a formal arrangement between an NHS hospital specialist and a GP, allowing care to be safely shared between both services. It is used when a patient starts a specialist medicine or treatment in hospital that may need ongoing prescriptions or monitoring from their GP.

Before your care is transferred to your GP, the specialist must ensure:

• You are stable on the treatment
• All monitoring and follow-up arrangements are clearly outlined
• Your GP has agreed to take over prescribing and monitoring responsibilities

Shared Care is designed to support safe, joined-up care. Your hospital or specialist remains involved, and they are responsible for providing clear advice and support throughout. Shared care agreements are typically developed for specialist drugs or medications that require ongoing monitoring, such as: ADHD medications, specialist arthritis medications, specialist skin medications, and some specialist drugs with known side effects.

Your GP can only take over shared care if they feel it is safe and appropriate to do so — it is not automatic. The hospital or specialist team must continue prescribing until your GP formally agrees to take over. All Shared Care arrangements in the NHS are voluntary — GPs can decline requests if they do not feel it is safe or manageable.

Can my private specialist arrange Shared Care with my NHS GP?

Shared Care Agreements (SCAs) are generally only established between NHS specialists and NHS GPs. These agreements allow a safe, planned transfer of prescribing and monitoring responsibilities when it is clinically appropriate and agreed by all parties.

Shared Care is not normally available for private patients. If you are under the care of a private consultant, they remain fully responsible for:

• Prescribing your medication
• Providing any required monitoring or tests
• Managing your ongoing care

If you are currently receiving prescriptions from a private provider and do not have an agreed shared care arrangement in place with us, you will need to continue obtaining your prescription from your private service provider. Unfortunately, we will not be able to take over these prescriptions.

NHS GPs are not obligated to take over prescribing initiated privately, nor arrange monitoring for medication prescribed privately. This is supported by national guidance from the British Medical Association (BMA), which states that GPs are not expected to enter into shared care arrangements with private providers due to issues of governance, clinical responsibility, and potential health inequalities.

Why not? It’s about safe and equitable NHS care

The NHS Constitution promotes equitable care, meaning access to NHS services should be fair and based on clinical need — not ability to pay. Offering shared care support to private patients risks creating unfair advantages and undermines this principle.

Unless your private provider is delivering a commissioned NHS service (for example via a Right to Choose pathway), they cannot usually enter into shared care with your NHS GP. In such cases, allowing private-initiated treatments to be picked up in the NHS without proper governance could compromise clinical safety, governance, and transparency.

What can I do if I want NHS support?

If you want your NHS GP to take over prescribing:

1. You will need to be referred to an NHS consultant for review and approval of the treatment.
2. If the NHS consultant agrees, they may initiate a formal Shared Care Agreement.
3. Your GP will then consider whether to accept shared care based on safety, capacity, and clinical suitability.

We won't routinely contact you following investigations if the results are satisfactory.

You can access your test results (bloods, scans done at Warrington hospital) on the NHS App

If your tests need a follow up we will contact you via text message, phone call or letter asking you to make an appointment.

How long does it take for results to come back?

The majority of blood test results are received and reviewed by our GPs within 3 working days. Some specialist blood tests may take longer to come back. This can take longer than 4 weeks.

You can check on the NHS App to see if your blood tests have been reviewed.

Scan results generally take longer to be reported by a specialist and usually range from between 1 to 4 weeks. Like blood tests, they can take longer than 4 weeks in some circumstances.

In most cases we will not discuss results requested by the hospital.

This is because they are often specialist investigations and require their expertise.

We advise contacting the consultants secretary if you wish to chase up these results.