Do I need to wear a mask?
We encourage you to wear a mask at all times, even outside, while visiting 24 Hour Surgery.
You may be asked to wear a surgical mask when speaking to a member of our team. If you do not have a surgical mask, we will give you one.
Can I have a support person?
You are allowed one (1) support person with you.
Why am I being greeted outside?
The Ministry of Health has advised that Omicron is more contagious than other COVID-19 variants. By streaming patients outside, it gives Omicron less of a chance to spread. While this may seem unusual and unfamiliar, this is for your safety and for the safety of the other patients. Once streamed, you will be directed either to a portable cabin or the waiting room.
Why am I being asked to wait in a portable cabin?
When you arrive, you will be asked if you have tested positive for COVID-19 in the last 10 days, if you are a household contact of someone who has COVID-19 and, if yes, whether you have any COVID-19 symptoms.
Based on this initial assessment, you may be asked to wait in a heated portable cabin or in the waiting room. Patients are being streamed for your safety and the safety of others. Patients at high risk of having COVID-19 will be seen by a triage nurse in full PPE.
If you are asked to wait in the portable cabin, you will still be seen based on clinical need. Your assessment information will be communicated to the triage staff inside the building along with all other patients. Our team are working hard to see you as quickly as possible but due to high demand, there may be a wait.
The portable cabins will keep you protected from the outdoor elements while you wait, and are heated at all times.
Why is someone taking notes?
A non-clinical staff member may attend your assessment or appointment and take notes on behalf of the nurse or doctor. This helps to speed up the process and make sure you’re seen as fast as possible.
If you do not want this person present, please tell the nurse or doctor immediately.
Why are people being seen ahead of me?
We operate on a system that ensures patients with higher needs are seen first. We are trying our best to see all patients as quickly as possible and appreciate your patience.
Why have I been asked to wait in my car?
To maintain social distancing, we have limited seating inside. If all chairs have been taken, we may offer for you to wait inside your car or have a phone to return, if clinically safe to do so.
I’ve been asked to go home and wait, now what?
If you have been asked to wait at home it means that you’ve been seen by a nurse and assessed as safe to be able to wait at home. If your symptoms change whilst at home please call 0800 359 952 In an emergency call 111.
You may have been asked to come back later for an appointment or to await a virtual phone consultation. If you do not have access to a phone or internet at home, please let us know before leaving 24 Hour Surgery.
If you have been told to come back later, please return 15 minutes before your appointment time.
What is a Phone to Return Process?
To maintain social distancing, we have limited seating inside. To ensure your experience is most comfortable, if the wait time is anticipated to be greater than 2 hours, we may give you the option to return home to wait.
You will only be given the Phone to Return option once assessed and deemed clinically safe enough to do so. From here, we will give you a call to return or the option of a phone consult if this works best for you.
An information sheet will be provided to you in order to contact us if your symptoms get worse - in a medical emergency, always call 111.
Why have I been offered to take a Rapid Antigen Test (RAT)?
Once assessed by a triage nurse, you may be offered to take a RAT, based on your symptoms.
What do I do if I start to feel worse?
If you are waiting to be seen at 24 Hour Surgery and start to feel worse, please notify a staff member immediately.
If you have returned home and start to feel worse, please 0800 359 952.
Can I access WiFi?
There is public WiFi provided free of charge, which can be accessed from the car park.
Does it cost to visit the 24 Hour Surgery?
Yes, it does cost to visit us, for most people however under 14’s are free, from 6pm through till 8am Monday to Friday and on weekends.
We are ACC accredited and can therefore treat ACC cases. You may need to pay an ACC surcharge when you visit us for an accident-related injury.
I think I have COVID-19 or have COVID-19 symptoms, what do I do?
Call the COVID-19 Healthline on 0800 358 5453.
Free COVID-19 testing clinics can be found on the Healthpoint website.
We can see you if you’ve been diagnosed with COVID-19 and its out of hours for your normal doctor, or your unable to get an appointment with them.
When visiting, please let the team know if you have tested positive for COVID-19, remember to maintain social distancing, and ensure you are wearing a surgical mask before speaking with a nurse or doctor.
When you first arrive, you will be asked if you have any COVID-19 symptoms. You will then be asked to wait in a portable cabin to been seen by the triage nurse.
I have a question/want to know the wait time.
There will be staff on hand to answer your questions and provide information to patients and visitors. Wait times will be variable and depend on the level of unwellness of the people presenting.
Is there a toilet available while I wait?
If you are waiting outside, in your car or in a portable building there will be portaloos available for your use. If you can’t see them, a staff member can point you in the right direction.
I’m bleeding, what do I do?
Make sure you tell the nurse or doctor when you’re being assessed.
We operate on a system that ensures patients with the highest needs are seen first. We are trying our best to see all patients as quickly as possible and appreciate your patience.
I caught an Uber/Taxi where do I go?
If you do not have your own vehicle to wait in, you will be assessed upon arrival and directed to wait either in a portable cabin or in the waiting room to be seen by the triage nurse.