Upavon SurgeryTel: 01980 630221
Durrington SurgeryTel: 01980 652378
Avon Valley Practice offers a comprehensive range of primary care services to care for you and your family. As with everything we do, please ask if you are unsure about anything or have additional questions.
Online Services & SMS (Text)
Booking an appointment online is a quick and easy way to arrange to see a clinician. To set up your online account please take some photo ID to reception, who can activate your access and explain how this works. There is also an App for iPhones/iPads just search for 'SystmOne.'
To receive automatic confirmation of your appointments and other important information, we encourage you to sign up for our SMS (text service). You can do this when you register or by completing a form at reception. It only takes moments to do and is a helpful service to have at your fingertips. For occasions when you need to cancel your appointment, you can do this by text too.
We aim to make appointments as accessible and flexible as possible, so for many patients our popular Walk-In Clinics offer a convenient way to see a clinician at the earliest opportunity. Patients are seen on a first-come, first-served basis and there’s a Walk-In Clinic every day of the week:
08.30 - 11.00 am Upavon & Durrington
Tuesday - Friday
09.00 - 11.00 am Upavon ONLY
Please note the times and locations as it’s essential you come to the appropriate surgery within the period specified. Upon arrival, please go to reception who will ask you to provide a few details and add you to the list.
The Practice also operates an appointment system every week day from 08.30 am when you can book to see a doctor, nurse practitioner (specialist nurses who work closely with doctors) or member of our nursing team.
Whoever you need to see, appointments are 10 minutes long but if you have a complicated matter to discuss you may wish to ask for a double consultation. For patients who find it difficult to come during the day, there’s a late night surgery on Monday evenings in Durrington when appointments must be booked in advance.
Telephone appointments can likewise be booked ahead, although we are unable to specify the time you will be called.
Some appointments are kept for ‘on the day’, medically urgent problems. These can be booked by telephone from 08.00 am each morning.
If you require a home visit, please telephone the Practice with details before 10.00 am. Only emergency visits will be arranged after this time.
Patients who live more than 1 mile away from a pharmacy/chemist can collect their medication from us at either:
(*controlled Drugs and items requiring refrigeration can only be collected from the surgery)
You need to order your medication BEFORE you run out as we need 2 working days to process your request. If we have your consent to contact you by SMS (text), we will inform you when your medication is ready for collection.
For non-dispensing patients, prescriptions can be collected from your nominated surgery or sent electronically to a chemist/pharmacy of your choice. Electronic prescriptions sometimes take several hours before they can be downloaded by the pharmacy/chemist.
In certain circumstances, we offer a FREE delivery service for dispensed medications (excluding refrigerated items and controlled drugs). Further details are available from reception or you can download an application form here.
We are fortunate to benefit from the services of a physiotherapist. You will first need to see a doctor, or nurse practitioner, to be referred.
We do our best to get things right but it's important you tell us when things go astray to give us the opportunity to put them right.
Formal complaints should first be made in writing to our Practice Manager, Anna Morton, or for a verbal chat, you can speak to our Operations Team Leader, Mrs Nina Hammond, who can be contacted via reception.
Following receipt, whether in writing, in person or by telephone, we will acknowledge your concerns within 3 days. We will then fully investigate within the Practice, other associated organisations and we may come back to you to help clarify any uncertainties. We will feedback the outcome of the investigations to fully respond to your concerns and aim to resolve issues as promptly as possible.
We very much hope that you feel able to discuss your concerns directly with us. However, if this is not the case, you can contact the Patient Advice and Liaison Service at Wiltshire CCG. However since 1st April 2016, you cannot complain to both.
If you are dissatisfied with our response to your concerns:
You can follow up with NHS England:
Or you can contact NHS Ombudsman:
We safeguard personal and sensitive information held within the health record. All staff are trained in data protection and confidentiality procedures and safeguards. The office team handles requests for medical records and the storage and operational movement within the Practice.
Requests to access the health record of a living person under the Data Protection Act 1998 or a deceased person under the Access to Records Act 1990 are managed and logged by the office team. They are more than happy to liaise with you when requesting access to a record and aim to make the experience as seamless a process as possible.
To make a Subject Access Request, you need to write to us and prove your identity. You are entitled by law to receive a response no later than 40 days after your application is received. There may be a charge of up to a maximum of 50 (10 if held totally on computer: free if the record has been added to in the last 40 days). The copy must be accompanied by an explanation of any terms, which are unintelligible. If you do not understand any part of the record the relevant health profession should arrange to explain it to you.
The Information Commissioner's website has very clear guidance on Data Protection and Freedom of Information and is worth a visit if you want to know more about the laws governing information in the United Kingdom.
Importantly, in some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
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