Patient Services and Information Gateway

Patient Services and Information Gateway

What is The Cranborne Practice Patients Services & Information Gateway?

  • A service to improve accessibility of GP services, reduce waiting times and supporting patient needs, creating opportunities to access support on the day of need.
  • Providing a different patient-centric service, as the current situation is proving challenging and we believe our patients have been understanding, we cannot continue without changes in our working practices.
  • Introduced to support and assist our team of GPs Nurses, HCA’s and Medical Receptionist to provide our patients with a timelier service
  • To promote and provide communication access to services via a range of channels.

SystmConnect Online Consultation Services are now available - April 2024

The Cranborne Practice is trialling a new online consultation system to replace some of the services currently provided by eConsult.

We have sought initial feedback from some of our staff and members of our Patient Participation Group, and the system (called SystmConnect) was positively received.

From the 16th of April, 2024, we are offering patients the opportunity to contact the Practice using SystmConnect to:

You do not need to have a SystmOnline account to use this service, but if you log in using your SystmOnline account or NHS login details, it will save you from having to enter some of your personal information.

IMPORTANT:  The SystmConnect service is NOT for booking appointments, ordering prescriptions​ or services other than those above. While we may extend the service after ​a​n initial trial, requests outside the types above will be returned, and you will be asked to contact us by phone, email or other online options to complete your request.

a man with a mobile phone, the practice logo and the words, Committed to Improving Patient Access to our Services

Our New and Improved Telephony System - Updated 16th November 2023

As part of our continuing commitment to improving patient access, we are pleased to advise that we are installing a new and improved telephony system at our Cranborne and Lake Road Surgeries.  This upgrade is designed to optimize patient access and streamline communication, enabling us to serve you better.

Key Benefits of the New Telephony System:

Enhanced Patient and Staff Experience: The upgraded telephony system is tailored to provide an improved patient and staff experience, ensuring smoother communication and efficient handling of enquiries.

Effective Call Volume Management: We understand the importance of addressing high call volumes promptly. The new system is equipped to handle increased call traffic efficiently, minimizing wait times and improving accessibility for all.

Access to Call Reports for Improved Services:  Detailed call reports generated by the new system will give us valuable insights into call patterns, peak times, and service demand. This data will enable us to identify areas for improvement and refine our services.

Our dedicated telephony engineers will work diligently to install the new system with minimal disruption to our services. We appreciate your patience and understanding during this transition period.

Please be advised that, during the installation period, our Community Vaccination Information line may experience temporary downtime.  However, for the latest information on vaccination services, including how to book a flu or COVID booster vaccination and other essential updates, please visit our website at

Information on the Pharmacy at our Lake Road Surgery site - June 2023

Verwood Pharmacy previously situated at Lake Road Surgery, Verwood, is now closed.

When you require medication, such a repeat prescription, we electronically send the prescription to your nominated pharmacy.   Following the move of Verwood Pharmacy from Lake Road, we would like to make our patients aware of the pharmacy locations where our Practice can send prescriptions for dispensing.  Our Patient Participation Group members have developed these guides to help you decide and the actions required to nominate the pharmacy of your choice. 

Where can I have my prescription prepared?

Our PPG members have developed information to patients on the options available to them in choosing their nominated pharmacy. 

Nominate or Change your Nominated Pharmacy

This How To guide provides information on how to nominate or change your nominated pharmacy online.

There are three ways to get in touch with us - Updated 2nd May 2023

It’s not a secret that our surgeries have been busier than ever.  That’s why we have been working to implement more ways to contact us over the past few years.

As well as visiting or calling us, we offer a range of ways to get in touch online for your health and well-being needs.   You can:

  • Use this website
  • Call Us
  • Visit the surgery

However you choose to contact us, our dedicated medical team will respond based on your unique circumstances. 

Scroll down to find out more about the options to get in touch with us.

The three ways to contact The Cranborne Practice and Lake Road surgery - website, call, or visit the surgery

You can visit us in person

Visit us at either our Cranborne surgery or at Lake Road surgery:

Please follow Coronavirus infection prevention measures when visiting the surgery.

The Cranborne surgery

Cranborne Surgery

Pennys Lane



BH21 5QE

What3Words locator address:  snow.soups.ships

Lake Road surgery

Lake Road Surgery

Lake Road



BH31 6EH

What3Words locator address: shatters.handfuls.woke

To view a map of where to find us, visit our Contact Us page on the Practice website, or use the What3Words app to find our location.

Our surgeries' opening times are:

Cranborne Surgery

Monday  8.30 am* to 1 pm and 2 pm to 6.30  pm

Tuesday through Friday:  8.30* am to 1 pm and 2 pm to 5 pm

Closed Saturdays, Sundays and Bank Holidays

 * Open from 8 am for Prescription Collections


Lake Road Surgery

 Monday through Friday:  8 am to 6.30 pm

Closed Saturdays, Sundays and Bank Holidays

You can reach us by telephone

Our phone lines are open Monday through Friday from 8 am to 6.30 pm.

Closed Saturdays, Sundays and Bank Holidays.

You can call us on 01725 517272 or 01202 822825.

However, we ask that you use our online options for routine requests wherever possible.  Doing so will assist us by keeping our phone lines free for those who need urgent medical help or cannot access online sources of information.

You can contact us online

We offer a range of ways to get in touch online for your health and well-being needs:


To book an appointment to see a GP:

Same-day GP appointments can be booked online using a SystmOnline account or the NHS or Airmid App.  


To book a Nurse or Healthcare Assistant appointment

Routine blood tests can be booked using a SystmOnline account or the NHS or Airmid App.   We offer routine blood test slots through these options because they are of a defined duration.

Non routine medical issues may take longer.  If this is the case, patients can still book online using our Nurse/HCA Appointment booking form>>


To cancel an Appointment

If you have booked an appointment, you can cancel using a SystmOnline account or the NHS App.  Nurse/HCA appointments may also be cancelled online using our appointment cancellation form>>

For more information on how to book and cancel appointments with the Practice, please visit the appointments page on this website>>.


To order a repeat prescription:

Repeat medication requests can be made using a SystmOnline account or the NHS or Airmid App.  


To find out test results:

Test results can be viewed and downloaded using a SystmOnline account or the NHS or Airmid App.  


To view your patient record:

You can view your medical records using a SystmOnline account or the NHS or Airmid App.  


To complete a health assessment or review:

If you have been requested to do so, you can complete an online health assessment or review using our online review forms.  We offer online forms for Asthma, Breathlessness, Smoking and Contraceptive Pill reviews, among others.

To view the online forms offered by the Practice, please visit our Online forms web page>>


To contact us with a general enquiry:

You can get in touch with us online using our form on our Contact Us web page>>  Please note that medical matters cannot be dealt with via the online contact form. You can also send us non-urgent messages using your SystmOnline account or the NHS App. 


To make an administrative request:

People can use eConsult to request a Sick/Fit note or initiate a medical review through a website login or the NHS App.  To access our online eConsult service, please visit 

When you get in touch, we’ll ask you what you need help with. Then, we will use the information you give us to choose the most suitable doctor, nurse or other health professional to help you.


If you need help with your appointment 

When requesting care, please tell us: 

  • If you need an interpreter
  • If you would like a chaperone to accompany you
  • If you have any other access or communications needs.

We will always do our best to support you.


Your health matters - Help us help you

Frequenly Asked Questions

What happens when I submit an online request using a form or eConsult?

In the same way our Receptionists are trained to do for a phone call, our staff quickly action online form submissions to ensure that a patient receives the appropriate medical care. 

Our team follow clinical guidelines, set and overseen by your GPs, to determine urgency and the most appropriate health professional to respond to your care request.  This response may be a face-to-face appointment, a consultation by phone, or a text or email with recommended action or advice.  This flexibility means a faster response to address a patient’s needs.

How do I get the help I need when the surgery is closed?

All our online services are available 24 hours a day, seven days a week.  However, if you have an urgent medical problem and are unsure what to do, NHS 111 can help.  Go online to or call 111.

For life-threatening emergencies, dial 999.

How do I get online?

If you have not already done so and want to sign up to access online services with a SystmOnline account,  please email with a photo or scan of your ID (driving license, preferably as it has an address), and we will email back the login details.

Or try the NHS App.  Owned and run by the NHS, the NHS App is a simple and secure way to access a range of NHS services on your smartphone or tablet.  Find out more here>>  

Our Getting Online web page explains more about GP Online Services, the advantages and the benefits of using online services.

Improving access to GP services - Updated 29th September 2022

Enhanced Access is an NHS term for the programme of offering additional appointments in Primary Care.  

From 3rd October, all practices in the Crane Valley Primary Care Network will offer appointments to see a GP, nurse or other healthcare professionals beyond the currently available surgery opening times on weekdays.

Earlier this year, along with other Practices in the network, we consulted patients to understand their needs when determining when to offer extra appointments.  Therefore, the days and times these appointments are being offered will vary between surgeries in our Primary Care Network.  

What does this mean for The Cranborne Practice?

Extra same-day face-to-face or telephone GP consultations will be available at The Cranborne Practice on Mondays, Wednesdays and Fridays from 6.30 pm to 8 pm.

Nurse and HCA appointments will be offered on Tuesdays, Wednesdays and Fridays from 6.30 pm to 8 pm.  

Patients can make an evening appointment the same way that daytime appointments are made, either online, via telephone or at the Lake Road Surgery reception.  For GP appointments, same-day booking arrangements apply.

Please note that evening blood test appointments cannot currently be accommodated because the pathology lab resources need to be available to process the specimens within the required clinical timeframes.

Please scroll down for FAQs about the Enhanced Access appointment availability.  

Changes to GP Appointment Booking System - 6th June 2022

On the 6th of June, we changed how patients can book GP appointments.  Since that date no forward bookings are taken for GP appointments.  We introduced this service to improve the accessibility of GP services, reduce waiting times and support patient needs, creating opportunities to access help at the time of need.

To learn more about what changed and why the system was changed, follow this link to our dedicated information page>>