Configure Appointment Details

Appointments System

All patients registered with the practice may request a consultation if they so wish. This can be done either by visting the surgery, telephoning us on 01745 350680.  A home visit will be provided at the discretion of the doctor if the patients medical condition prevents attendance at the surgery

You can see any doctor or nurse at the surgery but for ongoing problems we would encourage you to try and see the doctor who has previously looked after you for that problem - it makes it easier for the doctors to look after you efficiently and you won't need to explain everything again from the beginning. 

All of the doctors do sessions at both surgeries and patients can book appointments at the surgery of their preference. 

Nurses appointments are available at both surgeries Monday to Friday.

Routine Appointments

You may ask to see your preferred GP and we will make every attempt to accommodate your request where feasible.

If your appointment is of an urgent nature, we cannot guarantee that you will be able to see your preferred GP.

Urgent Appointments

If you have a problem which you feel needs dealing with on the same day then please tell the receptionists - if appointments are available they will try and find a suitable appointment for you. They may sometimes ask you to explain briefly what the problem is - this is not because they are being nosy, it is so that they can find the most suitable appointment with the most suitable person.

You do not have to tell the receptionist what the problem is if you would rather not. We try our best to provide urgent appointments but it can be very difficult sometimes. We are grateful to patients for not abusing urgent appointments.

Patients who are clinically triaged as requring an urgent assessment are offered a same day consultation - this could be face to face, telephone, video call or home visit.

Telephone Appointments


If you would like to speak to the doctor or nurse by phone then please ask the receptionist for a telephone consultation appointment. 

Children under 16

All children under 16 years of age with acute presentations will be offered a same day consultation.

Home Visits

We will happily provide home visits where they are clinically justified, for example to house-bound patients and the terminally ill. 

If you wish to request a home visit please contact the surgery as soon as possible so that the doctor may plan his visits.  

Please try to get to the surgery if at all possible - the doctor can see 4 or 5 patients in the time it takes to do one home visit. We are unable to do home visits simply for patient convenience - there must be a genuine health reason. 

Except in exceptional circumstances we will always ask for small children to be brought to the surgery, where we believe we can offer the best care - we are able to undertake a more thorough assessment with surgery facilities and we can usually see young children more quickly by squeezing them between existing appointments.

Book an Ambulance

If your request is for an emergency then dial 999. 

This page explains how to book routine ambulance transport to get you to hospital for a pre-arranged appointment, or admission. The ambulance service will only provide transport if

  • You need a stretcher to get to hospital or-
  • You can't walk unaided or without the assistance of ambulance staff or -
  • You are unable to get home unaided following hospital treatment or- 
  • Your doctor feels that you need transport due to your medical condition. 

The ambulance service requires at least 2 full working days notice to arrange transport. If you are eligible please phone the Welsh Ambulance Service Non-Emergency Transport Centre booking line on 0845 6076181, giving enough notice, and they will make the necessary arrangements. They are open Monday to Thursday 9am-5pm, Fridays 9am-4pm, excluding Bank Holidays.

Online Appointment Booking

Patients can book appointments online by visiting My Health Online

If you do not currently have a  My Health Online account, please collect a registration form from reception and return it once completed.

Not Registered for Online Services?

Cancellations & Reminders

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. Persistent defaulters maybe removed from the list.

You can also complete our appointment cancellation notification request form. This can only be used if your appointment has been arranged for more than 24 hours in advance. (excluding weekends and public holidays). You can also text to cancel your appointment.

Late For Your Appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.


If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Disability Access

Clarence Medical Centre is a purpose-built surgery, with consulting rooms spread over two floors. All consulting rooms are accessible by wheelchairs due to the availability of a patient lift as well as the public staircase. 

Access to the main entrance is possible by ramps from West Kinmel Street and from the surgery car park, which also has dedicated disabled parking bays.

Hearing loops are in place. 

Ty Elan Surgery is all on the ground floor and is entirely wheelchair accessible. In addition there are greater parking facilities with disabled bays, immediately in front of the surgery and adjacent pharmacy. Hearing loops are also in place.