About the surgery

Welcome to the Ashley Centre Surgery

A community-focused NHS general practice located in the heart of Epsom Town, Surrey.

Commited to providing high-quality patient centred primary healthcare to individuals and families of all ages within the local communuty patients of all ages.

Our exprerienced and compassionate team provides a comprehensive range of primary care services. 

We operate a efficent patient-centred clinical triage system to ensure every patient request is carefully assessed by a GP enabling us to provided timely appropriate care tailored to individual needs.

Our friendly and dedicated team includes three partner GPs, salaried GPs and a GP registrar, supported by advanced practice nurses, practice nurses and healthcare assistants. We also have an in-house pharmacist, physiotherapist and paramedics, alongside a fantastic team of medical secretaries, administrators and reception staff who ensure the smooth running of the practice and provide a welcoming experience for our patients.

As part of the local Primary Care Network, we work closely with neighbouring practices and healthcare partners to enhance access to services and improve overall, patient outcomes. 

At Ashley Centre Surgery, our priority is to offer accessible, safe, and supportive care while fostering long-term relationships built on trust and respect.

At Ashley Centre Surgery, we operate a clinical triage system to help manage high demand for appointments safely and efficiently by assessing the urgency of each patient's needs , ensuring everyone receives safe and appropriate care in a timely manner. rather than a 'first-come, first-served' ensuring patients get the right care, with the right person, at the right time.

This system is used by many GP practices across Surrey and the UK and is supported by Surrey Heartlands Integrated Care Board (ICB). It also aligns with the wider NHS strategy to improve access and reduce pressure on GP services along with the care needs of the patients.

Making a Request

All requests for appointments or queries — whether made online, by phone or in person — are handled in the same way.

You can submit a request by:

• Online: Complete a short form via our website 
• Phone: Call us and our team will fill out the form on your behalf
• In person: Come to reception and we’ll give you a form to complete and offer help if needed.

We use a system called AccuRx Patient Triage — a safe and secure NHS-approved platform — to gather the information needed for the GP to assess your request.

When to Submit a Request

Online forms are open:

• Monday to Friday (except bank holidays)
• From 8:00am to 6:30pm

⚠️ Medical Forms may close earlier if we reach our safe working capacity for the day, in line with national BMA guidance.

When the forms are closed:

• You can still call the practice  between 8:00am and 6:30pm
• Urgent problems will still be assessed and responded to promptly
• Non-urgent and routine enquiries can still be put through or you will be sign-posted to alternative services or advised to submit an Medical request online form when they next open

⚠️ Reception staff are unable to complete medical request forms on behalf of patients when on-line forms are not open.

What Happens After You Submit a Request?

All medical requests are reviewed by a GP on the same day

The GP will decide the most appropriate next step, which may include:

• A telephone or face-to-face appointment
• Advice or self-care guidance
• A referral to another healthcare provider (e.g. pharmacist, physio, mental health team)
• Signposting to another local or national service

⚠️ Reception staff do not triage your request but will contact you with the GP’s decision and help book any appointments as needed.

How Long Will It Take?

• Urgent issues: We aim to respond on the same day

• Routine medical issues: Response within 2 working days
• Admin queries (e.g. fit notes, test results, prescription requests and medication queries): Response within 3 working days

Need Help Using the System?

We understand not everyone is confident with online systems. If you need help:

• Ask a friend or family member to complete the form for you
• Call us or pop into the surgery — we’ll be happy to assist you

Why We Use Triage

GP practices across the UK are under pressure due to:

• A record number of patient requests
• A shortage of GPs and clinical staff

Clinical triage ensures:

• Every request is reviewed by a GP
• Urgent needs are prioritised
• Patients see the most appropriate clinician
• We maximise capacity safely and fairly

We regularly review our system based on patient feedback and national best practice.

 Useful Links

• Submit an Online Request
• NHS App Information

If you have further questions about how to use the appointment system, please contact our reception team who are always happy to help.

Thank you