Access figures for May 2026

309 Patients did not attend their appointment in May.  This is 309 appointments that could have been offered to other patients.  Please ensure you contact the surgery if you do not plan to attend this surgery. If we have repeat experiences of individuals missing appointments we will ask you to de-register from the practice.

The graph below shows you the number of incoming requests received via our online Klinik system during the month of May.  The small Graph at the side shows that on average all Klinik requests were processed by our reception team within 3 minutes.  This means:  you were offered an appointment, your request was passed to a clinician for triage, your request was completed. 

GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services a mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. However, aggressive behaviour, be it physical, verbal or online, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with our patients we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable:

• Using bad language, shouting or raising of voices at practice staff
• Defamatory comments about the surgery, staff or surgery services on public Social media platforms such as Facebook, Instagram, Twitter etc
• Any physical violence towards any member of our team or other patients
• Verbal abuse towards staff or patients in any form including shouting
• Racist, xenophobic, sexist, homophobic or other intolerant Language, discrimination or sexual harassment will never be tolerated
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot be met
• Being perceived to bully or manipulate a staff member to obtain some-thing
• Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently.

The Legal Position

As a responsible employer, the Practice has a duty as a provider of NHS healthcare to protect the health, safety and welfare of staff under the Health & Safety at Work Act. This includes a risk assessment of violence towards staff and taking steps to mitigate this under the Management of Health and Safety at Work Regulations 1999.

Staff members who are victims of violent conduct or assault have the right to sue their employers for compensation if the risk of violence could have been reduced or removed completely, but the employers did not act upon this information.

Violence at Work

The practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness. In these circumstances, the issue will be discussed with the patient and form part of their care planning.

This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone.

Definition of Physical and Verbal Abuse and Violence:

Physical and verbal abuse includes:

• Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes
• Sexual and racial harassment
• Threatening behaviour (with or without a weapon)
• Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
• Attacks on partners, members of staff or the public
• Discrimination of any kind
• Damage to an employee's or employer's property

The Practice supports the Zero Tolerance stance adopted by the NHS.

The HSE (Health and Safety Executive) defines work-related violence as:
"Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work".

Violence and aggression towards a person may also be defined as:
"A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff".

Removal From The Practice List

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff.

The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk

Thank you for your attention of this policy.

The Partners

If you are on regular medication, the doctor will arrange for you to have a repeat prescription, which means you can order the medication without being seen first by a doctor.

When you receive your prescription slip there will be a list of the medications you have on repeat on the right-hand side. This slip should always be returned to you by your pharmacist.

You can order your repeat prescription in the following ways:

1.  The easiest way is to order your prescription via the new 'NHS App'.   you can download the app following the options below

Downloading the App is simple. Just search “NHS Wales App” in Google Play or the Apple App Store. or scan the QR code below.

You can also access the NHS Wales App via your computer by visiting https://app.nhs.wales/login

2. You can put your request through our Klinik online system by choosing the prescription option

3.   Ticking the required medication on the right-hand side of the prescription slip and handing the slip in at reception

4.  Ticking the required medication on the right-hand side of the prescription slip and posting this to us.  Please enclose a SAE if you require your signed prescription to be posted back to you.

5.  Ticking the required medication on the right-hand side of the prescription slip and taking it to your local pharmacy 

Important notes

• Please note that you can now arrange for your prescription to be sent directly to the pharmacy online.  To activate this please advise our reception team which pharmacy you wish to nominate or you can ask your local Pharmacy to do the nomination for you, if you request your repeat prescriptions from them.
• We plan to start moving patients repeat prescriptions to be for a 56 day period rather than 24 days.  Certain medication will remain at 24 days.
• It takes 48 hours to process a prescription request at the surgery.  Please ensure you order your prescriptions in plenty of time so that you do not run out of medication.  
• Please make sure you make it clear where you intend to collect your prescription from i.e. the surgery, pharmacy etc 
• If your prescription is delivered to a pharmacy, please note the 48 hour rule is for the prescription to be completed at the surgery, therefore you have to allow the time it takes the pharmacy to collect your prescription and deliver it to the branch of your choice for collection
• To avoid errors and to protect your confidentiality, we do not accept telephone or email requests for repeat prescription

Private Prescriptions

Bus timetables from Wrexham to Coedpoeth can be found here.

To make an appointment at the surgery please complete the online access form https://access.klinik.co.uk/contact/caritas-surgery/ this is available from Monday to Friday 7.00am to 2.00pm.   This will allow you to provide as much information as possible so we can ensure that you are offered an appointment at an appropriate time with the most suitable member of our team.   We aim to triage all requests in 48 hours and complete your request or conduct a telephone or face to face appointment. Which ever is most appropriate.  If you are not able to make  a request online or would like help to do so, please call our reception team who will be able to help you.

Thousands of NHS appointments are wasted each year by patients not cancelling when they cannot attend.  Please ensure that you inform us of any cancellations as soon as you can.

GP Appointments:

For all GP requests including appointments, prescription requests, medication reviews etc please put your request through the online system during the week that you would like to attend an appointment if required.  The online portal allows you to advise us of days and times that you are not available.

Nurse Appointments:

Consultations with our Nurses, Health Care assistants and Phlebotomists are by appointment only. We offer nurse clinics Monday to Friday between 8.00am and 6.00pm.

In Emergencies when a person's life is at risk call an ambulance by dialling 999 and then the doctor.

An emergency is a 'critical life-threatening situation' for example:

• Unconsciousness
• Heavy blood loss
• Suspected broken bones
• Deep wounds such as stab wounds
• Suspected heart attack
• Difficulty in breathing

In an Emergency:

• Stay calm
• So everything you can to helt the person but do not put yourself in danger
• Don't give the person anything to drink or smoke
• Don't put anything in their mouth
• In emergencies when a person's life is at risk call an ambulance. Dial 999.

Why we have changed the way you contact the surgery - (The reason is not to block patients form being able to get appointments, in fact it is the opposite)

The aim of the new process will be to help us to easier manage the current demand coming into the surgery to ensure that we can continue to provide the most appropriate care to all our patients, with the appropriate member of the health care team and in as timely manner as possible.

The Klinik system will allow each patient to provide a more detailed summary of the clinical problem and the system will assist in the identification of the level of risk associated with each request, highlighting priority cases to the clinical team. You will also no longer need to hang around trying to get through on the phone and verbally discussing all your details with our reception team. You will be able to complete the Klinik form on your home computer or mobile phone between 7.00am and 2.00pm Monday to Friday. If you do not have access to a mobile phone or computer, you will still be able to contact the surgery by telephone, our receptionists will take your request through the same Klinik system to ensure your request is triaged by the system.

As part of this process, we also plan to change the way in which we book your doctor appointments at the surgery. We currently have thousands of appointments wasted each year where patients do not attend a pre booked appointment and do not cancel it. To prevent this, we aim to manage all patient requests during the working week that we receive the request (if demand allows!)  Therefore, if you are looking for a routine appointment with a particular GP, you will be asked to put your Klinik request through to the surgery the week that you would like to see or speak to the doctor and we will then aim to offer you an appointment either face to face or by telephone.   We will aim to be able to provide you with a response to your request within 48 working hours of receiving the request.

We really look forward to hopefully providing you with an easier way to access the surgery and ask that you will be supportive with the team during the transition period of this change.  Thank you in anticipation.

To make an appointment please complete the online request form here https://access.klinik.co.uk/contact/caritas-surgery/

Access Standards

A new set of standards were announced by the Minister for Health and Social Services in March 2019 that are aimed to raise and improve the level of service for patients in Wales receive from their GP practices.

Things to consider when making an appointment:

If you are not certain who is best to help you with your clinical query today you can contact NHS 111 for advice.  You can also access their email for further information, click the link NHS 111 website

• If you have a minor condition you may be able to consult with a local pharmacist through the Common Ailments Service, you can access more information about this service by contacting your pharmacy or through this link Common Ailments Service
• To make an appointment with the surgery please click on our Klinik online form on the home page.
• When you are offered an appointment with a member of the clinical team you will be automatically offered a face to face appointment if you need a physical examination alternatively you will be offered a telephone appointment.
• If you believe that you need an urgent appointment, on the same day please still put your request through the online Klinik form on the home page.  If for some reason you are not able to use this you can phone our reception team on: 01978 720450 from 8.30am to 6.00pm.  If it is deemed that you need a consultation that day, you will be offered one. For visible symptoms you may be asked to send a photo via email.
• Between 8.00am to 8.30am and 6.00pm to 6.30pm we deal with emergencies only 
• We aim to have routine GP appointments available for you to book up to 6 weeks in advance with all of our Doctors (please note that on occasion where there is sickness and holiday absence we may not have appointments available for all doctors) However, we generally encourage patients to contact the week you want the appointment with a GP via our Klinik system, as we aim to offer appointments within 7 working days of your request.  This helps avoid unnecessary DNAs
• Patients have access to an appropriate member of the healthcare team within 24 hours, or sooner in an emergency
• once a year, during your birth month, we will send you an invitation to schedule your annual Chronic condition appointment. 
• Patients can book routine appointments 6 weeks in advance for nurses
• Please remember to make a separate appointment for each person to be seen
• Standard appointment times for the doctor are 15 minutes.  If you feel you need more time than this you need to put the information as to why on your Klinik online for request
• If you are unable to keep an appointment please inform reception as soon as possible

You can help if you:

• Only ask for a home visit if you are too ill to travel to the surgery
• Only ask for an appointment if you need one
• Only contact the out of hours if it is urgent
• Be on time for appointments and ring to cancel if you can't attend
• Please put your Klinik on line request in before 10.30am if you need a home visit
• Tell the doctor if you are unhappy about your treatment
• Treat all staff with respect as they try to respond to your requests

 Find out more about surgery opening times here.

 Home Visiting Policy:

Caritas Surgery Home Visiting Policy

Introduction

The surgery and other linked services will conduct home visits for patients when it is necessary.  A GP can see 4 to 6 patients per hour at the surgery.  Depending on location they may only be able to see 1 to 2 patients during this time when visiting a home setting, therefore, to ensure that we are not losing critical patient appointments we will only offer home visits to patients who fit the following criteria:-

• The terminally ill
•  The truly bedbound patient (confined to one room of the house often with carers attending several times a day)

As a general rule if you are fit enough to attend hospital appointments, your opticians or dentist or go to the supermarket etc then you should see the Doctor/nurse in the surgery.

If you need a home visit you or your carer/parent etc needs to complete a Klinik form on-line, you can find this on our surgery website caritassurgery.co.uk.  If you think you need a visit on the same day please ensure you contact the surgery by 11am at the latest.  Any requests received after this time may be delayed until the following  day, unless it is deemed as urgent by the Doctor.

Your home visit request will not automatically be accepted it will be triaged by a member of the team and a decision will be made with regards to the best outcome, this may be a telephone consultation or a Home Visit if you meet the criteria or you may be offered a face to face appointment at the surgery if we believe you are not housebound.  The visit may be conducted by an APP from our home visiting service a surgery doctor or practice nurse or a District nurse, depending on what is appropriate for your care. 

Getting to the surgery
A patient may not be well enough to travel by bus or walk, but travel by car can be arranged via relatives, 
friends or taxi firms. It is not the doctors’ responsibility to arrange such transport.

Also if getting to your local surgery is tricky, have you considered if there is another surgery nearer to your home that is easier to access.

Useful transport numbers with wheelchair access
Chariotts community transport scheme 
01978312888
Apollo taxis 01978262626
Wrexham and Prestige taxis 01978 357777