Dear Patients,


West Wirral Group Practice

New Rules during the COVID pandemic

Do Not Come to the Surgery!

Stay Home & access help from there instead.

Many problems can be appropriately & quickly resolved remotely & we want to prioritise & deal with increasing demand with our new navigation system.

We appreciate that normal medical problems will arise at this difficult time & want to deal with them appropriately as well as keeping everyone safe

e-consult   is one of the  tools we will be using to prioritise & manage your query from 01.08.20.


e-Consult requires you to complete an online form, clearly found on the home page of our website

eConsult is a secure online tool for registered patients to contact the surgery and submit a medical or administrative request online between the hours of 18:30 on Sunday until 18:30 on Friday each week. Our team will review every request and make sure it is passed to the most relevant health care professional.

Due to our new system E-consult, please can you contact the surgery by email [email protected] with your up to date contact details. This will enable the doctors to be able to contact you by phone, text message and email. This is the patient’s responsibility to update any contact details.

How to contact Out of Hours Service, when eConsult is not available at weekends should you need medical assistance (From Friday 18:30 Until Monday 8:00am), Please telephone 111 for the out of hours service, or 999 for a medical emergency.

For the few patients who are not online, please contact the surgery where help will be provided.

The e-Consult form is reactive to your problem, asking a series of relevant questions. 

Your answers will help us process your request efficiently by directing you to the correct department; e.g. Nurse (an injection required), GP or Advanced Nurse Practitioner (ANP) (medical problem- Urgent or routine), Pharmacist (medication concern), Administration (sick note)

A number of patients may need a phone call from the GP regarding their problem.

A very small number of patients will require a brief examination.

We can assure you that all urgent queries will be dealt with as appropriate on the day.

COVID infection risk is still a major concern & will be for the foreseeable future

ONLY if invited to attend the practice by a nurse or doctor will you be seen.

Shielding patients will be seen in our well ventilated tent

If your problem is amenable to us seeing you in your car- you will be asked to park your car & let us know that you have arrived by telephoning reception via yourmobile phone. You will be asked where you are parked & your car registration number, so that a GP in full PPE can find you.

If a more private examination is needed you will be seen inside the surgery.



It is important to remember why we are wearing face coverings. Whilst there is limited evidence that they do much to protect the wearer, face masks prevent us from passing coronavirus on to others, potentially saving their lives. Besides having a test, there is no way to know for sure whether or not you have COVID-19, or whether you are carrying it asymptomatically. So, unless you are exempt, we require you to wear a face covering when coming into the building

If you think you are exempt from wearing a face covering then you must supply your exemption certificate on arrival. We will not be issuing face mask exemption letters to patients. Please visit instead

Please do not arrive too early for your appointment or you will be respectfully sent back to wait in your car

On arrival we ask that you only one person waits in the foyer at a time

Please STOP AT RECEPTION and wait for instructions from our staff

All patients must wear a face covering / visor if entering the Warrens & your forehead will be scanned at the reception desk to ensure your temperature is less than 37.8 degrees C

If you temperature is over 37.8 you will be sent home without being seen & asked to arrange a  COVID swab by contacting 119 or online 111 or visit

Only after a negative swab will your appointment be reorganised.

Please come for your appointment alone (or with a carer if necessary)

Please sanitise your hands at the gel dispensers on arrival

Please follow the clearly signed one way system.

Please minimise your contact with surfaces

Please maintain safe social distancing

Your time with the GP/Nurse will be brief to reduce the face to face contact time & keep both parties safe.

After your consultation Please DO NOT return to reception

Please leave the building promptly following the one way exit signs to the exit door (please do not try to leave via the entrance door)

Any further tests needed or discussion can be addressed remotely, by telephone from your car or home

We aim to provide safe, efficient care & are aware that some patients’ may need help to negotiate the new approach.

Our commitment to you – we will take all GP & staff members’ daily temperatures to ensure we are fit to work.

All Drs/Nurses will be wearing full PPE & all surfaces will be sterilised before & after you leave.

Our truly excellent & highly competent staff will help you navigate this new system but please be patient as verbal abuse will not be tolerated.

We will keep you informed of changes as any significant evidence regarding safe practice unfolds


Please do not use e-consult for this purpose. Please do not attend the Warrens with enquiries regarding your prescription. Please telephone or use our email facility instead [email protected]

•          Please request your prescription up to 7 days before it is due and allow 48 Hours (excluding weekends and bank holidays) for it to be processed. 

•            All information regarding the ordering of prescriptions can be found on our web page under the ‘clinics and services’ tab.  This page also includes the email address for the prescribing team, please use this service to send any general enquiries, please allow up to 48 hours for a response.

•          If your matter requires a quicker response, please contact the prescribing team directly via the main surgery line 0151 929 -5555 and select ‘option 2’.  The prescription enquiry line is available between the hours of 10am – 12noon and 1pm – 2:30pm.  It is important that telephone enquiries are made during these times as there may not be a prescription team member available to assist you outside of these hours.

•          If you are enquiring about the status of your prescriptions once the 48 hour time frame has elapsed, please ensure you have first checked with your nominated pharmacy whether the prescription has been received.  Pharmacies now have the option of a text messaging service which will alert you as to when your prescription is ready to collect from them, have you signed up for this useful service if your pharmacy offers it?

•          If a new prescription is generated for you following an outpatient appointment, we will inform you when the prescription has been sent to the pharmacy, if you have a mobile phone number on your records, a text message will be sent with this information.  Please ensure your contact details are up to date.

We rely on your understanding as there is a lot of information to take in here. We thank you for your cooperation with our new procedures as they evolve.

Dr JM Hughes Senior Partner

All the above information is correct as of July 2020

Please take a look at the following econsult videos:

eConsult introduction video:

The patient journey:

Patient facing video with subtitles: