This website has been designed to tell you about the practice and the services that we offer. Please read it carefully. We trust that you will find it helpful and informative.

City Way Medical Practice
65-67 City Way
Rochester, Kent ME1 2AY

Telephone: 01634 843351 / 01634 843320
Cancellation Line: 01634 843320 (Option 2)
Email: citywaymedicalpractice@nhs.net

Opening hours:

We are open Monday to Friday at the following times:
Phone lines open at 8am, doors open at 8.30am 
We are closed between 12pm - 2pm
We reopen at 2pm until 6.30pm

Closed bank holidays

For medical attention while we are closed please phone 111

For prescription queries please contact: prescription.cityway@nhs.net

PLEASE NOTE: We will not reply to repeat prescription requests unless we have any questions.Your prescription will be ready within 3 working days.

For enquiries regarding new patient registrations please contact: registration.cityway@nhs.net

For enquiries relating to referrals please contact: secretary.cityway@nhs.net

For enquiries relating to reports, forms, Medicals and private certificates please contact reports.cityway@nhs.net

 For service updates please follow our new Facebook page: 

Please note: This page is for imformation purposes only, if you have a complaint please follow the normal compaints procedure.

Phone System

We sincerely apologise for the difficulty you are experiencing when trying to get through to us by phone.

We currently only have 10 lines and in the past this was not such a problem. But now most of our contact is being made over the phone the system is not able to cope with the demand. We are being asked if we are hanging up on patients, we are not the system is cutting people off.

We have signed a contract with a new phone provider and are currently waiting for an installation date. The new system has lots of exciting functionalities such as unlimited lines - so you will always get through without having to repeatedly re-dial, letting you know what number you are in the queue and having the option to be called back when you are first in the queue.

We are also recruiting additional receptionists to help us meet demand.

We would like to take this opportunity to remind you of other ways in contacting us such as:

• 
  Booking appointments online through the NHS App – We have GP appointments going live at 7am each day and flu appointments available
• Order your medication through the NHS App
• Email us if you have any non-urgent queries- citywaymedicalpractice@nhs.net.
• Prescription queries can be emailed to prescription.cityway@nhs.net
• Referral queries can be emailed to secretary.cityway@nhs.net
• For enquiries about medical reports please email reports.cityway@nhs.net

Please note: we will not book appointments via email

We have also been informed that 111 have launched an enhanced service and now have access to a wider range of healthcare professionals (GPs, paramedics, nurses, mental health professionals, dental nurses and pharmacists) through a Clinical Assessment Service.

This means patients have a wider range of expertise available to assess their symptoms over the phone, issue prescriptions directly and book people into onward care appointments if appropriate.

Once again we are very sorry for the frustrations you are experiencing but hope the above gives some other options to help you make contact. We will keep you updated of any further changes we are able to make. 

PRACTICE UPDATE

*Important information for patients about our GP services*

As you will be are aware, COVID-19 (Coronavirus) has caused an international pandemic that is now spreading across the UK. As such, City Way Medical Practice are taking actions to protect our patients, our staff and our community by introducing a new telephone triage system for GP appointments. Our aim is to significantly reduce the footfall through our surgery in order to reduce the risk of spreading the virus, in line with national guidance.

All GP appointments will initially be on the telephone. If you have an appointment booked with a GP, please do not come to the surgery – please stay at home and the doctor will call you at the allocated time. The GP will do all they can to help you over the phone – however, should they feel the need to see you face to face for an examination, you will be invited to the surgery for review.

Nursing appointments will also be screened prior to allowing access into the practice. All chronic disease management (COPD, Diabetes, Asthma) will be dealt with over the phone where possible.

We have allocated childhood immunisation clinics, ensuring all parents / carers are screened prior to the appointment and PPE is used to help mitigate any risk of infection.

We are keeping the surgery doors locked and are only letting patients in who have an appointment. When entering the practice, you will be screened and asked to use hand sanitising gel. Depending on your symptoms you may also be asked to wear PPE such as gloves and a mask.

Prescription requests can be done either online via the NHS App, Patients Access or email at prescription.cityway@nhs.net. We have also placed a prescription post box on the wall outside next to the main entrance.

All prescriptions will be sent electronically to your nominated pharmacy, we will not be allowing access to collect prescriptions. If you have not yet nominated a pharmacy please inform reception by either writing it on your prescription request or by email to citywaymedicalpractice@nhs.net.

Medical certificates, letters and Subject Access Requests will be sent by encrypted email. Before we can send you the information, we will first need to verify you ID by using some security questions. You will then need to email us so we can reply with the encrypted email which will contain your requested information.

If you have a query please either contact reception by email to citywaymedicalpractice@nhs.net or by phone, but please note that our phonelines may be busier than normal.