Updated COVID-19 (Coronavirus) Elm Hayes Surgery Response 1 June 2020


If you have symptoms of Covid-19 and are unsure what to do advice is available at nhs 111 online.

We continue to offer appointments by telephone.  The Doctor or Nurse will ring you and if they feel that a face to face appointment is required you will be asked to attend at a later time.

IF YOU DO HAVE A FACE TO FACE APPOINTMENT – Due to the need to limit the amount of patients in our waiting room to a safe number we ask that you wait in your car or outside.  When you arrive call us on 01761 404224 to let us know  and we will ask you in when the Doctor or Nurse is ready to see you.  This is an ex-directory line and is answered by staff on our front desk.  Please do not call our normal reception number as we need to keep this line free for people who need to get through to us for other reasons.  Please use the toilet before you come for an appointment.

Nurse Appointments

We are postponing non urgent appointments for our nurses but urgent blood test appointments, depo injections, smears, dressings and other injections are continuing BUT if you have experienced any flu like symptoms or a cough please DO NOT attend these appointments.  Again, please wear a face covering if you are attending for one of these appointments.

Chronic Health Check appointments are being carried out by telephone where possible at the moment.

Childhood Immunisations will continue but we will be using our staff entrance.  We ask you to telephone 404224 to let us know that you are here but remain in your car until you are called in.

Vulnerable Patients

If you are on the shielding list or are self isolating as you are extremely vulnerable we have been offering home visits for blood tests and urgent nurse appointments.  As the rules regarding shielding start to lift we will be able to offer you appointments at the surgery first thing in the morning before  other patients have been into the building.

Waiting room

We have set up a one way system in the waiting room.   The touchscreen in the foyer has been suspended for infection control reasons.

Prescription Requests  

We would ask all patients requesting prescriptions to either use the online service or email requests to bsccg.elmhayes@nhs.net.  If you do not have internet access we will take your request by telephone but please be aware that our lines will be very busy and try to use these alternative methods. In order to limit patients coming into the surgery ALL prescriptions other than those we dispense in our dispensary will be sent electronically to the Pharmacy of your choice, please let us know which pharmacy you would like to use.


Our doors are now open for patients to come in and collect medication from our dispensary.  Please follow the one way system and respect the 2m social distancing rules.

We had increased our delivery service to help those patients who were shielding or self-isolating and vulnerable but now need to scale this service down.  If you do still require a home delivery as you are housebound please let us know.  You will receive a text when your medication is next due for collection.

District Nurses and Community Teams

The community teams are continuing to work as normal and prioritising visits to those most in need.

Clandown Suite Therapists

Some of The Clandown Suite Therapists are starting to work again in the building but they will be in touch with you to guide you through how their service will operate.

Finally, may we take this opportunity to say thank you for your continued patience and understanding and for all of the  food deliveries, scrubs, face shields and kind comments, messages of support and feedback.  These  have been unprecedented, extremely challenging times for all of us in primary care.  Please rest assured we are continuing to monitor our service and react to changes as required.  It is unlikely that the impact of Coronavirus will be short term and we may not be able to return our services to how they were before for some considerable time.  During this difficult time please do not ignore symptoms that could indicate a serious illness whether they are related to Coronavirus or not.  Please contact us – we are still here to help you.