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Revised opening hours for Millgates - Hempnall

This is for the collection of any prescriptions:

Monday 9am-6pm*

Tuesday 9am-12pm

Wednesday 3pm-6pm

Thursday CLOSED

Friday 9am-6pm*

*Please note that the Surgery will be closed between 1pm and 2pm on these days for staff lunch break.

Old Mill branch will be closed between 12.30pm and 2pm on Mondays and Wednesdays  for Staff Meetings.


If you are unwell and have recently travelled to an area affected by Coronavirus or met someone who has, please DO NOT visit the surgery.  Please call 111 who will then advise you.  If you are advised to contact us, please call and tell the receptionist of your possible Coronavirus contact.


Everyone in the practice now has a named GP.  If you are unsure who yours is then please ask at reception, but please remember that you can still see whichever GP you prefer.


Closed Circuit Television is installed at the practice premises for the purpose of staff, patient and premises security. Cameras are located at various places on the premises, and images from the camera are recorded.  The practice follows the recommendations issued by the Data Protection Commissioner in accordance with powers under Section 51 of the 1998 Data protection Act. 

Accessible Information Standard

The Accessible information standard is a new law to make sure that people who have a disability or sensory loss are given information they can easily read or understand.  Please inform us if you have any communication support needs.  

For further information about the standard and a form you can fill in to let us know if you have communication support needs in the column on the right hand side of our website under the Accessible Information heading.

Welcome to the Old Mill and Millgates Medical Practice Website

 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.

Key workers can be tested for Coronavirus at a local booking centre and by using a local booking service.  For more information go to: Key worker testing in Norfolk

We have placed a list of useful Questions & Answers regarding Coronavirus further down on this page - please scroll down.  There are also some links to websites which give detailed information which you might find useful.

To enable the Practice to operate as effectively and safely as possible for the benefit of both patients and staff alike we have taken the difficult decision to move all clinical care to one surgery.

Consequently we will not run any clinics at Millgates Surgery in Hempnall.  Any patient that has a medical need should contact Old Mill Surgery, Poringland on 01508 492929.  Our team will be working flat out in difficult and trying circumstances to try and resolve each enquiry that they have to deal with.  We will utilise all available staff resources to man the telephones but we ask that you show patience.

Millgates will remain open for patients to collect their medication and to process any paper repeat prescription requests.  The hours when medication can be collected from Hempnall Surgery are as follows:-

Monday - 09:00 - 18:00*

Tuesday - 09:00 - 12:00

Wednesday - 15:00 - 18:00

Thursday - Closed

Friday - 09:00 - 18:00*

* Please note that the surgery will be closed between 1pm-2pm for staff lunch on these days.


For the safety of yourselves and the Staff we ask that you wear a face mask when attending for any face to face appointments at this practice, those who don't have one will be provided one on arrival.  Exceptions will be made for very young children or patients with certain medical conditions.

Access to Primary care services

If you or someone you live with HAS coronavirus symptoms (new continuous cough OR fever OR loss of/ change in smell or taste)

  • Stay at home.
  • If your symptoms worsen or you feel that you cannot manage at home, please refer to the NHS111 online coronavirus service. If you can’t get help online, call 111.
  • Please do not go to your GP practice, community pharmacy, dental practice or optician.

If you, or people you live, with DON’T HAVE coronavirus symptoms and you think you need primary care help and advice, don’t delay:


General practice 

  • GP practices are there to help you get the care and advice you need.


  • To protect you from coronavirus, your GP practice will try to help you remotely as much as possible:


  • Contact the practice, either online, by an app or by phone to be assessed. Find out more here:
  • You will be assessed and as far as possible you will receive advice or care via a video consultation, or over the phone.
  • If a face-to-face appointment is necessary, you will be advised on what to do. GP practices have measures in place to minimise any risk from coronavirus.


Please do not enter the practice unless you’ve been advised to. This will ensure they can continue to provide essential care safely.

We have put together some FAQs to help our patients and also help our team, who are getting many of the same queries come through to them.

Please remember the guidance is constantly evolving.  We will update this document as often as new information comes out.

Q1. I'm worried I have symptoms, where do I get help?

Ideally you would visit .  If you don't have online access, call 111.

Q2.  What is a "continuous cough"?

This means coughing a lot for more than an hour, or three or more episodes in 24hours.  (If you usually have a cough, it may be worse).

Q3.  Where can I get more information on vulnerable groups?

Information at

Q4. I think I am in the "very high risk" group and need a letter - how do I get this?

The NHS has provided GP practices with the searches that are needed and completed. We have provided the letters to our patients.  If you did not receive one and feel you are High Risk please contact the Practice.

Q5.  My employer wants a fit note for self-isolation - how do I get this?

We are not able to provide a fit note for patients who are self-isolating.  Instead you should visit

Q6.  Do I need to tell you or 111 I am self-isolating?

There is no need to inform anyone you are self-isolating.  Contact 111 only if your symptoms need medical help, unless a Covid certificate is required for work/employment.

Q7.  I've not heard back from 111 can you help me instead?

Currently, all patients with a fever or new persistent cough who are in need of medical help must visit 111 online or call 111.  111 are extremely busy, but will give you a time frame for a return call.  If your condition deteriorates, you may consider attending A&E or calling 999, but remember these services are also under great pressure.

We do not currently have the infrastructure or equipment to see patients with symptoms in the practice - please do not call us or come to the practice; rather wait for your call back from 111.

Q8.  NHS111 have told me I probably have Coronavirus.  I need medical help and 111 have told me to get medical help from my GP - how do I do this?

Please call us for a telephone assessment from the GP who may be able to assist you by telephone or video.

Q9.  What if I've been told I have Coronavirus or I am isolating due to a household member having symptoms and my problem can't be dealt with over the phone?

You should call the practice for an assessment with the GP remotely initially.  If they decide that you do need to be seen you will be made an appointment at the local 'Hot Clinic'.

In line with NHS England recommendations, HEMC is now closed for face-to-dace consultations for patients experiencing high risk symptoms of COVID-19 (new persistent cough and fever >37.8).  Patients with COVID-19 symptoms who are deemed by a clinician to require a face-to-face consultation will now be seen at the locality 'Hot Clinic' based ar Bursledon Health Centre.We have seperated the clinic for two main reasons: to reduce the risk to our patients and staff of cross contamination and to rationalise our Personal Protective Equipment (PPE) stock.

Q10. I'm self-isolating how do I order my repeat medication?

If you have set up your account online through the NHS App or one of the other online providers you can order your medications there.  You are able to set up the NHS App yourself, which is preferable to coming to the practice to show ID.  Play Store:  App Store:

Q11.  I'm self-isolating and dont have online access?

If you don't have online access and you are unable to leave the house, please call us to have an individual discussion.

Q12.  I've not had an inhaler for a while can I get a new one?

If your inhaler has expired, it has run out or you don't currently have one, the best way to request a new one is using online services, e.g. the NHS App.

If the inhaler is no longer on your repeat medication please submit an eConsult.  If you require it because you currently have problems with your asthma/other lung disease please use the appropriate pathway (e.g. breathing difficulties).  If you have no current problems but need a new inhaler then use the adminisatraion pathway. 

Q13.  I'm worried about bringing my baby for immunisations, can I delay?

We are currently recommending that you still bring your child in for their immunisations, unless they have a cough or fever.  We have a separate waiting room for "well" patients and it is possible to make arrangements for you to wait in your car prior to being called in for the injection.

Q14.  I'm due a blood test for my INR monitoring, should I still come in?

Yes, unless you have a cough or fever.  It is important to continue monitoring your bloods for medications if you have already been asked to do this.

Q15.  I'm due a blood test for my INR monitoring but I'm self-isolating, how do I get this done? Can it wait?

It is important to continue monitoring your bloods for medications if you have already been asked to do this.  If you are self-isolating for 2 weeks you can delay your test.  If you are shielding we can book you in to the first slot of a Thursday to reduce you risk.  If you are unwell please contact the practice by telephone for advice.

Q16.  I've had a baby recently - how will I get the baby check?

We are currently completing our baby checks at the same time as their 8 week immunisaions to reduce footfall in the practice.  This will automatically be booked at the same time.

Q17.  Can I get three months of medications?

We are complying with national advice and issuing the normal supply of medication to prevent shortages at pharmacies.  There is no need to stockpile as there is plenty of supply if everyone manages their medication responsibily.

Q18.  I can't get any paracetamol/calpol in the shops; can I have a prescription?

We are complying with national advice and not offering prophylactic pain relief on prescription.  Please speak to your pharmacist for advice on how to obtain this over the counter.

Q19.  I've heard I shouldn't be taking my NASIDs (e.g. Ibuprofen); do I need to speak to a GP?

NHS England is currently recommending patients take paracetamol rather than NSAIDs if they are experiencing symptoms of COVID-19.  This is because there is some evidence that NSAIDs can affect the ability of the body to respond to this infection.  Patients who take NSAIDs for other conditions can continue to take these as normal.

Q20.  I want to be medically prepared - what should I have at home?

The most important measure to help make you comfortable is good hydration.  Paracetamol can help with fever or pain (make sure you follow the instructions on the patient leaflet).   A thermometer can be useful for small children if they are being managed through telephone or video advice from a clinician.  More information regarding children and managing their illnesses is at

(Site updated 22/06/2020)
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