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*** All Surgeries Closed Today - Tuesday 25th February 2020 ***

All our Surgeries will be closed today due to training organised by West Suffolk Clinical Commissioning Group. This includes eConsult which will also not be running during this time. 

All Surgeries, and eConsult, will reopen at 08:00 on Wednesday 26th February. 

eConsult is now available for patients to use. For patients with no access to a computer or the internet, you can call the Surgery. Please find more information about eConsult here:eConsult FAQs

Patients who fall into the following categories will need to continue to call the Surgery as they are currently doing:

  • Long Term Conditions Clinics (LTC Nurse Clinic)

  • Blood Tests approved by a GP (HCA Appt)
  • Any Practice Nurse Appointment

*** Steeple Bumpstead is closed today (Wednesday 19th Feb) ***
The Surgery would like to apologise to patients for the sudden closure of Steeple Bumpstead Surgery yesterday (Tuesday 18th Feb). This was due to IT problems which meant we were unable to access the clinical system and our GP's believed this to be unsafe for our patients.
Steeple Bumpstead Surgery will remain closed today due to the same reason. Any affected patients or staff involved have been notified.
For those who need to collect their medication, you can collect it from our main site at Clements Surgery.
Thank you for your understanding and apologies for any inconvenience caused. We plan to open as normal on Thursday 20th February.

Clements Surgery ranked number one nationally for its utilisation of eConsult

With over 18,000 registered patients, one of the biggest challenges facing the Clements Surgery in Haverhill is patient access to GP appointments. To help alleviate this problem, the Surgery has introduced the highly innovative eConsult system to ensure that appointments are only allocated to those that need them.

eConsult is an online appointment service, accessed through the Surgery website, in which the patient is prompted to provide information that describes their symptoms by completing a health questionnaire. This questionnaire is then submitted to the Surgery where it is reviewed by the clinical team within 24 hours to decide whether an appointment is required or not.

Following the successful introduction of the system back in December, recent data has demonstrated that the Surgery is receiving and processing the highest number of eConsults in the entirety of the United Kingdom.

Dr David Brandon, Clinical GP Lead at Christmas Maltings and Clements Surgery said: “By implementing an alternative to the traditional telephone booking service, the Surgery has placed itself at the forefront of innovation in primary care. In the first two months of the system being live, Clements Surgery has been rated the first nationwide for the number of eConsults being processed, with over 650 being submitted every week. All patients that have needed to be seen following the triage process have been, and all within the timescale dictated by their clinical need.

The introduction of eConsult has successfully reduced the amount of time patients spend waiting on the telephone trying to contact the Surgery and the amount of wasted clinical time as self-help or administration advice can be provided by email or telephone instead. The staff at Clements Surgery have been working extremely hard to improve services for the local population and will continue to do so in the year ahead.”

The data demonstrates that the number of patients currently using eConsult represents 1 in 20 of the entire practice population, with 100% of the submitted eConsults being responded to by the end of the next working day. The Surgery is also providing other, more conventional GP services such as the management of long-term conditions and end of life care.

The Surgery have not yet publicly announced the launch of this new service to allow the Surgery staff time to complete their training on eConsult using only a small percentage of patients, and to identify patients where eConsult is not the correct solution.

Clements Surgery, which is managed by Suffolk GP Federation, will eventually request all patients to use eConsult to contact the Surgery. Those who cannot, for example patients who are unable to use a computer, will still be able to contact the Surgery via the telephone.

Andrew Cutting, Service Manager at Christmas Maltings and Clements Surgery said: “We hope patients have recognised there is more flexibility with appointments. We listened to patient feedback and have created follow up routine appointments as a result. Unfortunately, this has caused an increasing number of patients to “not attend”. In January 2020, the Surgery experienced 173 did not attends, of which 41 were GP appointments. This means 41 people who wanted to see a GP were unable to because other patients did not turn up or cancel. Please can we ask all our patients to keep or cancel their appointments and help us to continue to improve.”

Following their improved rating in the most recent Care Quality Commission (CQC) inspection, the introduction of eConsult is just one of ways that the Surgery is continuing to improve the services they provide by making it easier for patients to access appointments. 

Christmas Maltings and Clements Practice Patient Newsletter

Dr David Brandon gives us an overview of 2019, highlighting the Surgery's successes, and details of our upcoming plans. 

Read the full newsletter here.

Healthwatch Suffolk are the independent local champion for people who use health and social care services in Suffolk. You can share your views on Christmas Maltings and Clements Surgery directly with them here


Coronavirus: Public Information

Watch this short video about advice and information on the Coronavirus here.

The Government and NHS are well prepared to deal with the virus. 

You can help too. 

Germs can live on some surfaces for hours. To protect yourself and others: 

  • Always carry tissues with you and use them to catch your cough or sneeze.
  • Bin the tissue, and to kill the germs, wash your hands with soap and water, or use a sanitiser gel.
  • If you have arrived back from China within 14 days, follow the specific advice for returning travellers. 

This is the best way to slow the spread of almost any germs, including Coronavirus. 

For further information, visit the GOV.UK website here.

My Care Record

My Care Record enables health and care professionals directly involved in your care to access information about you, even if they work for different organisations or in different locations. This could include GPs, hospital-based clinicians, nurses, health visitors and social workers. For example, a doctor treating you in hospital or a nurse working in the community could view the information they need from your GP record.

My Care Record provides an agreement between all health and care organisations involved to ensure that your information is safe and only used to improve the care you receive.

In some areas, information from care records may also be used to help to plan how we deliver better services for you and the local population as a whole.

My Care Record includes information from your health and care records. This may include but is not exclusive to:

  • Name, address, NHS number and phone number
  • Medical conditions
  • Treatment provided and contact the individual has had with the organisation
  • Care plans
  • Emergency department treatment
  • Discharge summaries
  • Medication reviews
  • Medical reports
  • Care and support plans
  • Care plan reviews – adult social care assessments
  • Results of investigations, such as x-rays, scans, and laboratory tests

Your information can only be accessed over a secure healthcare network and by professionals who are directly involved in your care.

Information about accessing your own records can be found here.

For more information, including a full list of health and care organisations involved and answers to commonly asked questions, please visit the My Care Record website.

Steeple Bumpstead Surgery has become a branch of the Christmas Maltings and Clements Surgery in Haverhill

On 31st October 2019, the Steeple Bumpstead Surgery became a branch of the Christmas Maltings and Clements Surgery in Haverhill.

This change happened because, as a small, stand-alone surgery it became difficult for the previous provider, ‘Provide Community Interest Company’ (CIC), to attract and retain staff.

The provider of General Practitioner (GP) services at the Steeple Bumpstead Surgery also changed from Provide Community Interest Company CIC to the Suffolk GP Federation.

The revised opening times for the Steeple Bumpstead branch will be:

  • Tuesdays - 08:00 to 18:30
  • Wednesdays - 08:00-13:00
  • Thursdays - 08:00 to 18:30 

When the Steeple Bumpstead branch is closed or appointments are not available, patients are invited to attend either the Clements or Kedington branches of the Christmas Maltings and Clements Surgery where they will have access to a full range of general medical services.

To ensure all patients have access to the services they will need in the long term, Suffolk GP Federation are actively recruiting one additional doctor and a nurse to support up to 2,500 new patients at the Christmas Maltings and Clements Surgery.

From 31st October, Steeple Bumpstead patients who need an appointment should ring the reception at The Christmas Maltings and Clements Surgery on 01440 841 300.

Further information can be found by here.

Pneumonia Vaccination

There is currently a temporary national shortage of the pneumonia vaccination. If patients wish to book in for this vaccination, please call the Surgery who can advise you on its availability. The Surgery apologises for this inconvenience and we will keep you updated with any changes.  

Welcome to The Christmas Maltings and Clements Practice. 

Our wide range of services are delivered from our three surgeries which are all equipped to the same clinical standard.

Our practice offers car parking, disabled access and induction loops at all sites.

The practice Dispensary is located at our Christmas Maltings site.

How the practice operates 

Other than those for nurse or healthcare assistant clinics (e.g. blood tests or routine clinics for long term conditions such as diabetes), appointments will only be available on the day that you call.

When you contact the practice you will speak to a Care Navigator who will treat your call with the same level of confidentiality as our clinicians.

The Care Navigator will direct you to the most appropriate specialist clinician to meet your needs, which may not necessarily be a GP. You will be offered two alternative appointment times to choose from.

On busy days we will prioritise appointments for those patients who we have determined as clinically urgent.

When no appointments are available, you will be directed to alternative sources of advice (such as NHS 111 or the NHS Choices website) or asked to phone back the next day.

Patients who believe they need a home visit are asked to request this before 10am.

The practice is no longer able to provide certain services such as routine ear syringing.

Book blood test appointments online

From the 1st July 2018 we will be offering blood test appointments online using the SystmOnline web application. To access this application you will need to have completed a "online access" form and handed the form into the surgery. You will then be sent a letter with your logon details including a password. If you do not have access you can collect a form from one of our sites.


The link to Online Access can be found here 

Need to be seen urgently but the surgery is closed?

Suffolk GP+ is for people who urgently need a doctor’s appointment or are unable to see their GP during normal GP hours.

Appointments can be made via Reception during our usual opening hours. Please note that patients cannot refer themselves to this service.

The service is staffed by local Suffolk GPs and Nurse Practitioners in Bury St Edmunds, Haverhill, Ipswich, Felixtowe, Stowmarket, Leiston and Wickham Market and is an NHS service delivered by the Suffolk GP Federation.

Haverhill GP+ appointments are on a Saturday 9 am - 8.30 pm.

You will be given a booked appointment and will be seen by a suitable local GP or nurse who will have access to your medical records (once consent is given).


Passengers with concessionary bus passes are now able to travel free on the pre-bookable bus service connecting Haverhill and its surrounding villages to West Suffolk Hospital.

The service, which has been running for nearly a year, provides a vital link between communities to the west of Bury St Edmunds and the hospital.

Until recently, senior citizens, students and the disabled with concessionary passes were not able to use them on the service, which is operated by The Voluntary Network.

But now they ARE able to travel for free, thanks to their fares being funded by the West Suffolk Alliance.

 For more information or to pre-book the service you can visit the website online at or by phoning 01638 664304.


Wi-Fi now available

The Christmas Maltings & Clements Practice are pleased to announce we now offer free Wi-Fi at all of our sites. Please look for the poster in our waiting rooms!

An important update on your practice and how you can help us

The team at Christmas Maltings and Clements Practice want to be open and honest with our patients so you can be realistic about the service we can offer.

This is even more important during winter when we are expecting to come under greater pressure. To find out how you can help us to make sure everyone stays safe and well this winter, read here.

New Telephone Appointment System

Christmas Maltings and Clements is now running a GP-led telephone appointment system.

Patients booking an appointment can phone the surgery at any time of day.

Please be aware that 8am-11am is a very busy time and you may be required to wait in a queue.

To help reduce the number of phone calls we receive at peak times we ask that all patients explore other options first before contacting the surgery – for example visiting their pharmacy.

More information on the type of minor illnesses that pharmacists can help with is available

If you still feel that you need medical advice then please call the main surgery number on 01440 841 300.

  • When you contact the surgery, your call will be answered by a member of our team.
  • If you need to speak to a doctor urgently because of a genuine medical emergency please tell us immediately.
  • To allow us to direct you to the most appropriate clinician you will be asked the reason for your call. 
  • If appropriate you will be added to a ‘call back’ list and contacted by a clinician within two hours.

You will be assessed over the phone and if necessary an appointment will be made for you at a convenient time.

This may not necessarily be with a GP. Other clinicians such as nurse practitioners, healthcare assistants and physiotherapists have specialist knowledge that may be more appropriate.

Please note – if the clinician is unable to contact you after two attempts then they will stop ringing. It is then your responsibility to contact the surgery and ask to have your name added to the ‘call back’ list.

Routine Appointments and Other Calls

We ask that patients who need to book a routine appointment or who have other requests contact the surgery after 11am.

This will help us to keep calls to a minimum during our busiest time.

Routine bookable appointments can be made directly with our nursing, healthcare assistant and physiotherapy teams. The receptionists will be able to guide you to the most appropriate clinician.

Unless an emergency, requests for medication and sick notes will not be dealt with on Mondays and Fridays. Please note, sick note requests cannot be issued in advance.

Please also be advised that GPs are unable to treat patients with dental problems.

Minor Injury Service

This service is provided at both the Christmas Maltings Surgery and the Clements Surgery.

Monday - Friday                  08:00 - 18:30

Online Access

We are currently developing online services for the Christmas Maltings & Clements Practice.

(Site updated 25/02/2020)
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