NEW WAY OF WORKING!

All patients of the surgery who have access to a smart phone, computer or tablet are asked to submit their urgent medical query, routine medical query, or administrative query via a form on an online facility called ‘Accurx’.  Click here for access to forms or click on the yellow box above. Please note that if you need to book an appointment with a member of the nursing team, you can telephone us as usual or send us admin form request stating what appointment you need, we will then be in touch with you

Every form received will be reviewed by a team (which includes clinicians). The team will decide how best to proceed with your query. If your query is medical and the triage team feel an appointment is appropriate, this will be classified internally as Red – urgent, Amber - less urgent and Green – routine. Red appointments will be allocated soonest, then Amber and then Green. The appointment will be booked in on the basis of clinical need, with the most appropriate person – a doctor, paramedic, nurse, or, if simply an administration matter such as querying at what stage a referral is, by the admin team.

Patients will not be given an appointment at the time their form is submitted but instead someone from the surgery will make contact once the request has been reviewed.

What if I can't use the internet?

We understand that there will be patients who are unable to submit their request electronically, and you will still be able to phone us, or visit us in person. In these cases, a receptionist will ask you the same questions as the online form, and take the same information. These requests will then be dealt with in exactly the same way as those who submit their requests electronically.

The aim of the new way of working is to improve access for our patients and make it easier for patients to make initial contact with us; and for our team to understand everyone’s needs and help you to get the most appropriate help and support. 

A frequently asked questions document about our new way of working can be found here

Further information about our new model can be found here 

Click here to access forms

About us

We are are a medical partnership providing medical services across three sites, Buxted, East Hoathly and Horam (Manor Oak Surgery). We offer a full range of services and facilities for NHS patients.

We are contracted by NHS Sussex to provide General Medical Services to patients registered at the practice. We are led by three GP partners, Dr Wright, Dr Gill, Dr Perry and more recently our Practice Director, Charlotte Luck who joined us in January 2022. For further information about our history please see here.

Patients have a right to a good standard of medical care, to be treated with consideration and dignity and have their privacy respected. Patients also have a right to have their views about their condition taken into account and be fully involved in decisions about their care.

We are confident that our website will provide clear and concise help and give our patients the information they require in an easy and convenient format. It has been designed with the patient’s needs at the forefront of everything, from checking surgery times to letting us know what you think of us.

Current demand

From 22 April 2024 we introduced a new way of working at the surgery whereby those who have access to a smart phone, computer or tablet are asked to submit their clinical or medical administrative query via a form on an online facility called ‘Accurx’ . 

The aim of the new way of working is to improve access for our patients and make it easier for patients to make initial contact with us; and for our team to understand everyone’s needs and help you to get the most appropriate help and support. For those patients who are unable to submit their request electronically,  you will still be able to phone us, or visit us in person. In these cases, a receptionist will ask you the same questions as the online form, and take the same information. These requests will then be dealt with in exactly the same way as those who submit their requests electronically. 

If you are feeling unwell, instead of contacting the surgery,  you may also find the following helpful

Contacting NHS111 for advice and support

Visiting your local Community Pharmacist

Attending your local Urgent Treatment Centre / Walk-in-centre which is located in Lewes. Appointments to this centre can only be provided by NHS 111 and so you will need to call 111 first if you need to access this service.

Urgent Treatment Centre
Lewes Victoria Hospital
Nevill Road
LEWES
East Sussex, BN7 1PE

Tel: 01273 666492

Our practice mission statement:

To place patients at the heart of all we do recognising that every patient matters

Our vision: 

To be a centre of excellence delivering high quality compassionate care with a commitment to improving wellbeing and health outcomes for our patients

Our values: 

Working together

Everybody matters

Compassionate

Accountable

Respectful

Empathetic

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Our Phone System

We are absolutely committed to helping our patients get the care and support you need, as quickly and as easily as possible.

We have one universal phone number for all of our sites - 01825 732 333.

Having one phone line means that there will be an increased number of people able to take calls and support patients to get advice and book appointments when needed.

Following the move to a largely online triage system, our phone access has never been better. For routine enquiries, please telephone after 10am. Our phone lines are closed each day between 1 and 2pm. 

A short summary of how our phone system works can be found below. Thank you to our Patient Participation Group for putting this together.

A summary of the phone system

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Serving You

Our dedicated team are here to treat a range of minor ailments as well as providing specialist management of long-term conditions and clinics covering a wide range of healthcare issues. The technology also means you can now do a lot of things from the comfort of your home such as order a repeat prescription or cancel an appointment.

The NHS App provides a simple and secure way for people to access a range of NHS services on their smartphone or tablet. The NHS App lets you share your COVID-19 status, order repeat prescriptions, check results and a range of NHS services. 

Our commitment to patients 

Dear Patient,

GPs and their practice teams provide the vast majority of NHS care outside of hospitals, supporting you and your family throughout your lives.

In an ideal world, we want to be able to offer every patient:

• Safety – prompt access to a GP or practice nurse you trust, with well-staffed surgeries and enough resources so that no patient feels left behind.
• Stability – a family doctor who knows you, your medical history, and your community – without the stress of struggling to get an appointment.
• Hope for the future – care that keeps you well, not just treats illness, with more time for meaningful consultations, joined-up support closer to home, and modern premises with safe and effective technology.

We aim to respond to all appointment and advice requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.

Please note:

• Urgent requests are available until our safe working capacity limit has been reached for that day. If something is urgent and you cannot submit an online request, please call us.
• Prioritising urgent cases may mean that routine appointments take longer to arrange.

• Allowing unlimited online requests during core hours may require hospital-style waiting lists to keep demand manageable.

We also face challenges beyond our control, including:

• hospital delays and long waiting lists, meaning we are managing symptoms for longer
• national GP workforce shortages
• staff time needed for compulsory NHS training
• unforeseen events and public health emergencies
• slow or outdated NHS IT systems

So please bear with us – and thank you for your support as we continue to do our very best for you and your family.

On 19 August 2025, NHS England published You and Your General Practice (YYGP) to “help patients understand what to expect from their GP surgery" and how to get the best from their GP team. This can be found here: 

You and Your General Practice

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Partners in Care

Once registered, patients and healthcare professionals work together to ensure the most appropriate care is provided. This partnership philosophy extends even further and our active patient group exists to make sure that patient needs and the practice offering are always heading in the same direction. For further information about our Patient Participation Group (PPG) please click here

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Access

All three medical centres are accessible and equipped for the disabled. There are allocated parking spaces available, wheelchair access and toilets with easy access at all sites. At our East Hoathly site there are hearing loops in all of the consulting rooms and there is a portable induction hearing loop at the Buxted and Manor Oak Medical Centres.