Wallace House Surgery



Opening Hours

Wallace House Surgery
Monday 8.00am - 6.30pm
Tuesday 8.00am - 6.30pm
Wednesday 8.00am - 6.30pm
Thursday 8.00am - 6.30pm
Friday 8.00am - 6.30pm

Surgeries are held each morning and afternoon. Additionally the doctors hold specialist clinic sessions.

Calton Court Surgery

Monday 8.00am - 6.30pm
Tuesday 8.00am - 1.00pm
Wednesday 8.00am - 6.30pm
Thursday 8.00am - 6.30pm
Friday 8.00am - 1.00pm

At times when the branch surgery is closed the telephone will be diverted to Wallace House.

Extended Hours

The Practice offers extended hours sessions on a Tuesday evening and Saturday mornings at Wallace House. You will need to pre-book appointments.

Making an Appointment

Consultations are by appointment, which may be booked in person, by telephone or via the internet. Appointments may be booked up to 4 weeks in advance. 

You may see whichever doctor you wish provided an appointment is available. For continuity of care it is helpful if you see the same doctor for the same problem. 

If you are unable to attend please cancel your appointment so that it can be made available for someone else. 

An appointment is for one person only. Where another family member needs a consultation, even for the same problem, please book a separate appointment.

Telephone Consultations

If you feel you need to speak to a doctor at any time please speak to one of the receptionists. They will take a brief description of your reason for calling together with your contact details. A clinician will return your call.

If you need to speak with a specific doctor please note that receptionists have been instructed not to interrupt doctors during consultations so please be prepared to wait for a return call.

Nurse Triage

In addition to our GP’s and standard practice nurses we now have a triage nurse offering phone triage and allocating  appointments where appropriate.

Our triage nurse is a highly qualified practice nurse who has undergone further training to carry out her role.

She is able to assess the patient’s medical needs and refer to  GPs where appropriate or indeed see the patient herself.

She will deal with many of our patients who ring the practice to request a same day appointment. In order for her to prioritise her calls our receptionists have been asked to obtain as much information as possible from the patient to pass to the nurse. Please be prepared to give as much information as possible when you ring the practice.

Home Visits

Home visits are available but should be regarded as a service for the housebound or the seriously ill. We can see four patients in the surgery in the time it takes to do one home visit. 

If you are unable to attend the surgery and think you may require a visit, please telephone the surgery before 10.30am. Please be prepared to give as much information as possible so that the urgency may be assessed. 

The Doctor/Triage Nurse may telephone you to clarify matters before arranging to visit. Please ensure you give the receptionist an up to date telephone number. 

Visits are routinely carried out after morning surgery.

It cannot be guaranteed that a particular Doctor will be able to visit you.

For medical conditions arising after 11.00am that require a visit, please telephone the surgery at the earliest opportunity.

Out of Hours GP Service

Our ‘out of hours’ service is provided by HUC (Hertfordshire Urgent Care). HUC covers practices within the area covered by
Hertfordshire CCG when the surgery is closed, after 18:30 Monday to Friday, at weekends and on Public Holidays.  For medical problems arising when the surgery is closed, that cannot wait until the next routine surgery please phone 111.

Please note that you must also use this service during our extended hours surgeries, as those sessions available in our extended hours are routine, prebookable appointments only.

When you call HUC your call will be answered by trained staff who will take basic details.  Your call will  then be passed to the Triage Nurse or Duty Doctor who will offer telephone advice, a consultation at the Emergency Medical Centre, or a home visit as appropriate. 

The HUC centre is not a walk in centre  and attendance must always be preceded by a telephone call.  If you are asked to attend the HUC unit it is located at Hertford County Hospital. There are also units at Cheshunt Community Hospital and at Bishops Stortford.

New NHS 111 Service

For urgent medical help, advice or reassurance (anything less than a 999 emergency) dial 111.

Its open 24 hours a day, with trained advisors on hand to give you immediate advice.

For more information see: www.nhs.uk/111