Coronavirus Update

Coronavirus Update

We are here for you when you need us – how to access services

If you need the help of a GP, practice nurse or other health professional that works in our surgery, we are here for you.

GP practices are busier than they have ever been and we want you to know how to get the help you need from us.

As you will know, we have been open throughout the pandemic, offering you telephone and online appointments, with face to face consultations available for those who need them. We have continued to help many thousands of patients each week, alongside planning and delivering the COVID-19 vaccination programme.

There are some things that patients can do to help make sure we can see everyone who needs us, as quickly as possible. Please continue to contact us by phone or online as this helps us to manage people entering our practice building; it is much better if you don’t come to the practice unless you have an appointment. We need to keep social distancing in our practice building to keep everyone safe, we also ask that you always wear a mask while in the surgery. Please remember that appointments are a set amount of time so it is only safe to discuss one or two health issues. If you have more to discuss please mention this when you speak to reception staff.

Our busiest times of the day on the phones are between 8am and 10am so if you can, we would suggest that you call outside of this time.

During the pandemic the use of our online appointments system increased. It is a great way to get clinical advice for your condition, however, it is worth remembering that each consultation takes a significant of time to review and there are lots of other ways to get advice. Also you will not get an instant response to these so if it is urgent please call the practice or contact 111.]

On our website we have links to key NHS information and advice. Please also go to which is a as a source of trusted health advice about your or your child’s condition. Your local pharmacist is also there for you as an expert in medicines. They can offer advice for certain ailments. They will also know when you need to contact a GP or another more urgent service. Many pharmacies are open in the evening and at weekends, you can find them on the CCG website:

Remember if the situation is urgent you can contact NHS 111 by visiting or by calling 111. They can also support with a mental health crisis if you select option 2.

You don’t need to see a GP to refer yourself for some mental health services. Find out more at If you are worried about your mental health and any harm you may cause yourself please contact your practice.

Remember to always dial 999 straight away when it is a real emergency, for example if you think someone is having a heart attack or a stroke.

Please continue to use general practice when you need to, we are open and there for you.

Thank you for your support.

Although we have continued to see patients at the surgery throughout the whole COVID-19 period, during lockdown the surgery doors were closed to ensure both patient and staff safety.

Following the latest guidance, we will continue to limit patient access. To ensure that we do not have more than the maximum number of people in the building at any time please use the door buzzer to talk to reception.

This is a new way of working which we understand is different to the service that we offered before COVID-19 but is a new normal that we have adopted in order to ensure the ongoing provision of healthcare services whilst maintaining patient and staff safety as far as possible.


Please do not come to the surgery for any reason if you, or any members of your household, have any of the following COVID-19 symptoms

  • New continuous cough
  • or fever
  • or loss of/change in smell or taste
  • or if you have been told to self-isolate/quarantine 

For the latest NHS information and advice about coronavirus please go to


In line with national guidance all GP appointments are phone calls. The doctor will arrange video or face to face appointments as required.

Nurse, Healthcare assistant and phlebotomist appointments will either be telephone calls or face to face appointments. You will be advised of the type of appointment when it is booked. Please note in line with national guidance some services are still restricted and cannot be offered at this time.

If you have a booked face to face appointment, please attend the surgery at your appointment time; do not come early as due to social distancing requirements and the restrictions on space, we cannot allow you to wait in the building more than five minutes before your appointment time.

We will endeavour to run to time but there may be instances due to emergency situations where the clinicians are running late. This may mean that due to social distancing requirements and the restrictions on space we will not be able to allow you access to the building even at or after your scheduled appointment time. Please understand that we will only do this if the situation is unavoidable.

We will endeavour to book enough time in your appointment to cover your health needs but due to the necessity to run to time in order to manage the total number of patients in the building we may have to advise you that further queries or concerns will have to be addressed by a telephone call.

To reduce footfall in the surgery please note the following

Please do not come to the surgery to arrange an appointment. We are only accepting appointments requests by phone or online. For details of how to sign up for online services please click here.

As part of our COVID-19 response we have enabled Online Consult which may help you with your healthcare needs. You can also use this system to make non-urgent clinical or administrative requests. To access Online Consult please click here

Please do make use of self-care resources at  

Please do not come to the surgery to pick up prescriptions. We will continue to send these directly to your nominated pharmacy.

Please do not come to the surgery to pick up sick notes, forms or reports. We will continue to send these in the post or digitally.

When attending your appointment please wear a face covering*. Further information about face coverings can be found at

* unless you are a child under 11 or have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering or if wearing or removing a face covering would cause you severe distress. 

Due to the limitations on the number of people we can allow in the building, when attending your appointment only one parent or carer to attend with the patient if necessary.

Please note that when attending the practice toilet facilities will not be available.


Coronavirus Update

In line with government guidance we have made changes to the way that we look after patients because of the coronavirus outbreak.

This is so we can keep our patients and staff safe and healthy and make best use of our resources.

The changes are in keeping with the government’s approach to protecting people against coronavirus by reducing contact to essential circumstances.

The main change is that we are reducing the need for patients to come into the practice by moving to telephone and video consultations where we can. We are also making sure that you can get prescriptions without coming in.

Latest government advice on coronavirus

If you or anyone in your household has a high temperature or a new and continuous cough, or loss of/change in sense of taste or smell  even if those symptoms are mild, you should all stay at home. Don’t go to your GP or hospital; instead go to to check your symptoms and follow the specialist medical advice.

For medical help linked to coronavirus you can also contact the NHS 111 online coronavirus service.

Only call 111 if you cannot get online.

If you need medical help for any reason, do not visit the GP surgery, pharmacy or hospital.

If you need help or advice not related to coronavirus:

  • for health information and advice, use the NHS website or our surgery website
  • for urgent medical help, use the NHS 111 online service – only call 111 if you're unable to get help online
  • for life-threatening emergencies, call 999 for an ambulance



When you call to make an appointment with a GP or nurse we will first of all ask you to tell us why you need medical help. This will help us decide how best to help you.  Please do not contact the practice for medical help linked to coronavirus. Follow the advice above.

We will initially arrange for a GP to call you back over the phone to assess your needs. If they can, the GP will provide you with advice there and then. If you need a further consultation, you will be that will be booked in for you.

Wherever possible, this consultation will be over the phone or by video if you have the equipment to be able to do this.

We may offer you an appointment at the surgery but we will only do this if we think that you need to see or speak to a doctor or nurse in person, and we are sure that there is no risk to patients or staff.


Online services

Please do use online services, including:

  • Booking some appointments
  • Ordering repeat prescriptions – please only order what you need
  • Checking you medical record if this has been enabled

Click here for more information on Patient Access 

You can register for the NHS app  ( to be able to request prescriptions and look at test results. The identification process can occur completely online and you do not need to come into the surgery to do this.



We will send all prescriptions, including repeat prescriptions, through the electronic prescription service (EPS) to your nominated pharmacy. If you do not have a nominated pharmacy we can set this up for you. We are no longer producing paper prescriptions to avoid the need for collection at the surgery. We are also now taking prescription requests via telephone or requests can be posted through the letterbox.


Home deliveries

Please be aware that home deliveries by community pharmacy is not an NHS funded service. Some pharmacies do offer a delivery service which you may be charged for.

Click here for information about Coronavirus in different languages.

Cancer Patients Advice 

Information and advice for cancer patients, with specific advice relating to covid-19.


East of England Cancer Alliance (FAQ)

Cancer Research UK

Cancer Care Maps

Healthwatch Hertfordshire

HertsHelp is now running its single point of access to voluntary sector support from 8am-8pm and 7 days per week, the public can ring direct 0300 1234 044.

Screening Services

Child immunisation services have been resumed at New Road Surgery. 

Cervical screening services have been resumed at New Road Surgery. 

Breast screening services

Mental Health Support

Help and support for people in Hertfordshire who are experiencing a mental health crisis, looking for mental health help or just need to talk. Support is available 24 hours a day, seven days a week on 0300 777 0707.
Herts residents experiencing a mental health crisis now also have the option to access mental health professionals directly via the NHS 111 service. Selecting option 2 for mental health services.

The Wellbeing Service continues to provide support to adults experiencing common mental health problems including depression and anxiety.  The service offers free access to innovative digital, video and telephoned based talking therapies including a wide range of self-help webinars and resources. There is more information on the website

This SilverCloud programme is free for residents of Hertfordshire and Essex to use, with the access code: HPFT2020

Local support

Please click for Local Support for people self-isolating

HertsHelp is now running its single point of access to voluntary sector support from 8am-8pm and 7 days per week, the public can ring direct 0300 1234 044.

Croxley Parish Council website or call them on 01923 710250

Three Rivers COVID Support website


If you smoke, you have an increased risk of severe illness with COVID-19. Your doctor would like you to stop smoking as soon as possible. Contact Hertfordshire Health Improvement Service on 0800 389 3 998 OR text quit4covid to 80818 for telephone support and medication to quit smoking.


Referrals can also be made by calling 0800 389 3 998 or by email to

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website