Balmoral Surgery

03/09/2026

Meet EMMA - Our new virtual Care Navigator - Starting from 28th September

We all know how it goes. It’s 8am. You’re trying to get through to the surgery. You’re hitting redial, waiting on hold, and meanwhile the school run is calling, or you’re already late for work. By the time you get through, you’re frazzled — and so is the person on the other end.

Our reception team works incredibly hard. But they’re managing the phones, the front desk, appointments and admin, all at the same time. And the honest truth is that there simply aren’t enough hours in the day for every call to be answered the moment it comes in.

That’s why we’re doing something about it.

From 28th September, when you call Balmoral Surgery, you’ll be greeted by Emma - our new AI phone assistant. Emma picks up straight away. No queue. No hold music. You just tell her why you’re calling, and she takes it from there.

Emma will ask a few simple questions to make sure she has everything the surgery needs. Then your details go straight to the right person here — a clinician or a receptionist — who reviews your request and gets back to you. Because they already have all the information in front of them, things tend to move faster.

To find out more information, please visit our website www.balmoralsurgery.co.uk

02/09/2026

We are now booking appointments for 'flu and Covid vaccinations. Please call to book an appointment, if you are eligible.

Thank you for supporting your practice.

03/08/2026

📢 Protected Learning Time (PLT) – Surgery Closure Notice

Please be aware that the surgery will be closed from 1:00pm on the following dates to allow our team to take part in Protected Learning Time (PLT) training:

📅 Thursday 20 August
📅 Wednesday 23 September

During these afternoons, our team will be undertaking essential training to help us continue providing the highest standard of care for our patients.

If you need urgent medical assistance while we are closed, please follow the instructions on our telephone message or contact NHS 111. In a medical emergency, always dial 999.

28/07/2026

We are currently experiencing network issues that may affect some of our services and access to certain systems. You may experience a longer wait on our telephone lines than usual. Our team is working to resolve the problem as quickly as possible.

We apologise for any inconvenience and appreciate your patience and understanding while we work through this issue.

We will provide an update as soon as everything is back to normal. Thank you for your continued support.

08/07/2026

https://www.gov.uk/government/publications/beat-the-heat-hot-weather-advice/beat-the-heat-staying-safe-in-hot-weather

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09/06/2026

Our summer newsletter is now available to view on our website.

01/06/2026

Have you used our econsult service recently? If so, we would be very grateful if you could please complete a questionnaire regarding this. Your feedback is extremely valuable in helping us understand what is working well and where we can improve. The questionnaire can be found on our website;

The Balmoral Surgery - eConsult Patient Feedback Questionnaire

01/06/2026

We are aware there is an issue accessing the Balmoral Surgery website. This is being investigated as a priority. We apologise for the inconvenience.

29/04/2026

23/04/2026

UPDATE

Unfortunately, yet again we are struggling with IT problems, affecting a number of users, both clinicians and support staff.
In the last 20 working days (four weeks), we have had IT outages almost every day affecting part or all of our system, across a number of users. We have had a significant number of other occasions in the months prior to this.

It was reported in the media yesterday that whilst this is a widespread and known problem, General Practice was open as normal. This is not the case. Whilst we are open, and doing our best to deliver care, there are a number of problems building up. We have consultations that need repeating due to inability to complete a full assessment at the time, we have hospital letters building up as we have been unable to process then, and we have lost capacity on a number of other things such as blood tests and other appointments.

The IT issues are ongoing. Whilst we understand there is a great deal of work looking to implement a solution, we have had no additional support to assist us. It is inevitable that there will be a knock on to the care we can offer, until this is resolved, and likely beyond then whilst we work through the backlog. There may be a delay in you receiving results or information from hospital appointments, and it maybe harder to book an appointment with us.

Once again, this is completely out of our control. Please be patient with our staff who are doing their best, in what are extremely challenging times for us.