Downs Way Medical Practice: Istead Rise, Shorne, Summerhouse, Anima and prescription help
Downs Way Medical Practice is an NHS GP practice serving patients through Istead Rise Surgery, Shorne Village Surgery and Summerhouse Surgery. This guide helps patients choose the correct site, use Anima for medical and admin requests, order repeat prescriptions safely, check dispensary rules, register, find clinic routes, understand CQC, and know when to use NHS 111 or 999.
Use this number for: Istead Rise and Shorne enquiries, appointment help if you cannot use Anima, nurse appointment booking, blood-test booking after clinician request, home-visit requests before 10am, prescription questions, dispensary questions and access needs.
Summerhouse Surgery
Beaconsfield Road
Bexley
Kent
DA5 2AE
Use Summerhouse number for Summerhouse-specific contact. If you are unsure which site applies, check your appointment message or the official contact page.
Decision hub: Anima, GP, nurse, pharmacist, FCP, 111 or 999?
Start here before filling a form, calling, travelling, or waiting for a callback.
Call 999 now
Chest pain, stroke signs, severe breathing difficulty, collapse, severe bleeding, severe burns, seizure not stopping, severe allergic reaction, overdose, acute confusion or someone not responding.
Medical help from the practice
Use Anima or phone the surgery. Requests are triaged by the clinical team and may result in text, phone, video, face-to-face appointment, prescription, or signposting to a better service.
Problem more urgent than 48 hours
The practice appointment page warns general practice is not an urgent or emergency service. Use NHS 111, urgent treatment, A&E or 999 depending on severity.
Nurse or blood-test appointment
Nurse appointments should be booked by phoning the surgery. Blood tests can be booked after the clinician has requested the pathology form.
Medicine or prescription
Use NHS App or written repeat route. Contact the surgery for prescription questions, but do not request routine repeat medicine by phone.
Back, neck, joint or muscle issue
The triage team may route you to a first contact physiotherapist, nurse practitioner, pharmacist or another clinician rather than a GP.
Three sites: Istead Rise, Shorne and Summerhouse
Downs Way is easy to confuse because it uses three locations. Always check the appointment message before travelling.
| Site | Address | Phone | Practical note |
|---|---|---|---|
| Istead Rise Surgery | Worcester Close, Istead Rise, Gravesend, Kent, DA13 9LB | 01474 247003 | NHS and CQC list this as the main Downs Way site. Central telephony/admin is based here. |
| Shorne Village Surgery | Crown Lane, Shorne, Gravesend, Kent, DA12 3DY | 01474 247003 | The telephone is answered centrally at Istead Rise. Check Shorne opening split before travelling. |
| Summerhouse Surgery | Beaconsfield Road, Bexley, Kent, DA5 2AE | 01322 402210 | Separate branch phone. Use exact Beaconsfield Road address for directions. |
| Useful numbers page | Practice-wide support | Also lists 0300 456 2305 for Downs Way Medical Practice | If numbers differ online, start from the official practice contact page. |
Opening hours and branch reception times
The official surgery-times page says all appointments are triaged via Anima and that patients should complete the form where possible, phoning only if they do not have internet access.
| Site / service | Reception or phone detail | Patient tip |
|---|---|---|
| Istead Rise Surgery | Reception Monday to Friday 8:30am–6:30pm. | Main site; central telephony/admin also supports the wider practice. |
| Shorne Village Surgery | Monday, Tuesday and Thursday 8:30am–12pm and 3:30pm–6:30pm; Wednesday and Friday 8:30am–12pm. | Phone is centrally answered at Istead Rise; do not assume afternoon reception on Wednesday/Friday. |
| Summerhouse Surgery | Reception Monday to Friday 8:30am–6:30pm. | Use Summerhouse phone 01322 402210 for site-specific contact. |
| Telephones | Official pages show telephones manned during weekday daytime; contact page also notes 8am–6:30pm on one page and 8:30am–6:30pm on another. | Use official live phone message if the displayed times differ. |
| Out of hours | Call 111 or use 111.nhs.uk. Call 999 for dire emergencies. | Do not wait for Anima if symptoms are serious or urgent. |
| Enhanced access | Local GP practices offer evening/weekend appointments at Swanscombe Medical Practice / Ebbsfleet Academy route. | Ask if you are offered an enhanced-access appointment away from your normal site. |
Appointments: how the Downs Way triage system works
The practice says medical help can be requested through Anima or by telephone. Online and telephone requests are triaged in the same manner.
Use 999 for emergency symptoms. Use NHS 111 if urgent and not life-threatening, especially when the practice is closed or the problem cannot wait.
Give symptom details, start date, severity, medicines tried, red flags and what outcome you need.
The staff can complete the form on your behalf. You only need to give enough detail for safe triage.
The practice may assign you to GP, GP registrar, nurse practitioner, physician associate, prescribing pharmacist, first contact physiotherapist, local hub, pharmacy, 111, A&E or MECS.
You may receive a text, phone call, video consultation, face-to-face appointment, prescription, or signposting message.
Hello, my name is [name]. Date of birth: [date]. My registered site is [Istead Rise / Shorne / Summerhouse]. I need help with [one clear problem]. It started [when]. It is [getting worse/not improving]. I have tried [self-care/medicine]. I am worried because [reason]. Is this best for GP, nurse, pharmacist, physiotherapist, Anima admin, 111, A&E or 999?
Anima: what to use it for and when not to wait
The practice says Anima replaced eConsult before 1 July 2025. It is used for sick notes, GP letters, recent test results and medical/admin requests.
| Need | Anima route | Expected response / caution |
|---|---|---|
| Clinical problem | Submit medical request through Anima. | Clinical matters are responded to by the end of the next working day. |
| Admin request | Use admin/routine request where relevant. | Admin matters are responded to by the third working day. |
| Sick note or GP letter | Use Anima or the relevant online route. | Give exact dates, purpose and deadline. |
| Recent test results | Use Anima or phone route depending on the result type. | Include test date and who ordered it. |
| Nurse appointment | Do not rely on Anima for all nurse bookings. | Practice says nurse appointments should be booked by phoning the surgery. |
| Blood test appointment | Book after the clinician has had the initial conversation and raised the pathology form. | Available online, NHS App or phone after form exists. |
| Emergency symptoms | Do not use Anima. | Call 999 or use urgent route immediately. |
Repeat prescriptions: NHS App, written request and 48-hour rule
The prescription page says repeat prescriptions are issued at the doctor’s discretion, normally for long-term treatment, and that phone prescription requests are not accepted to avoid mistakes.
NHS App
Use the NHS App to request online repeat prescriptions where enabled. It can also help with GP record access and NHS services.
Written request
Repeat prescription requests can be made in writing or by coming to the surgery when open.
Processing time
Allow 48 hours before collection, and make allowances for weekends and public holidays.
No phone ordering
The practice says it cannot take prescription requests by phone to avoid mistakes.
| Prescription issue | Official rule | Best action |
|---|---|---|
| Routine repeat medicine | Order repeat items only from your repeat prescription list. | Use NHS App or written request; give exact drug names. |
| Medicine not on repeat list | The practice says it will not issue other requests as repeats. | Use Anima/phone route for clinical review if appropriate. |
| Need it posted back | Enclose a stamped, self-addressed envelope. | Allow extra postal time. |
| Want pharmacy collection | Mark the request clearly if you want it sent directly to a chemist. | Check pharmacy before chasing the surgery. |
| Weekend or public holiday | Practice cannot take orders or issue prescriptions at weekends, public holidays or outside normal surgery hours. | Order early before closures. |
| Medicine question | Contact the surgery or ask a pharmacist. | Pharmacists can advise on prescription and over-the-counter medicines. |
Dispensary: Istead Rise and Shorne eligibility and opening times
The practice has provision to dispense prescriptions to eligible Istead Rise and Shorne patients who live more than one mile from a chemist. This service is not automatic for every patient.
| Dispensary item | Istead Rise | Shorne | Patient note |
|---|---|---|---|
| Eligibility | Eligible dispensing patients only | Eligible dispensing patients only | Patients must register as dispensing when joining or moving house, subject to strict regulations. |
| Monday | 8:45am–12pm and 3pm–6:30pm | 8:45am–12pm and 3:30pm–6:30pm | Check before travelling during holidays. |
| Tuesday | 8:45am–12pm and 3pm–6:30pm | 8:45am–12pm and 3:30pm–6:30pm | Ask dispensary if collection is unclear. |
| Wednesday | 8:45am–12pm and 3pm–6:30pm | 8:45am–12pm only | Shorne afternoon is not listed. |
| Thursday | 8:45am–12pm and 3pm–6:30pm | 8:45am–12pm and 3:30pm–6:30pm | Order before supply runs low. |
| Friday | 8:45am–12pm and 3pm–6:30pm | 8:45am–12pm only | Do not leave collection until late Friday. |
| Housebound dispensing patients | Delivery service is mentioned for housebound dispensing patients. | Delivery service is mentioned for housebound dispensing patients. | The official page mentions Tuesday and Friday deliveries. |
Test results: who ordered it and when to ask
Practice documents say test results and letters from local hospitals must be checked by a doctor, and patients should telephone for results in the afternoon from noon onwards. For hospital-requested tests, contact the hospital/clinic that ordered them.
If a hospital or clinic requested it, that service usually needs to explain the result.
Anima can be used for recent test-result questions, or phone in the afternoon if instructed.
Include test date, type of test, where it was done, and who requested it.
Administrative staff can pass on recorded comments but clinical interpretation belongs to clinicians.
Do not wait for a routine result route if symptoms become serious.
Fit notes and sick notes: use Anima, not urgent appointments
The official appointments page says Anima can help with sick notes and GP letters. Fit-note requests are usually admin/clinical review tasks unless there is a new urgent medical problem.
| Situation | Best route | Patient tip |
|---|---|---|
| Off work 7 days or less | Self-certify first unless employer has a specific private requirement. | Use GOV.UK self-certification route. |
| More than 7 days | Use Anima sick-note request or practice route. | Give exact start/end dates and work limitations. |
| Already seen by hospital | Ask the hospital team for the fit note covering recovery. | Do not wait for GP if hospital is managing the condition. |
| Employer wants extra private letter | May be non-NHS work and chargeable. | Ask fee and timescale before requesting. |
| New worsening symptoms | Use clinical request route, NHS 111 or 999 depending on severity. | Do not hide new symptoms inside admin wording. |
Home visits: phone before 10am where possible
The appointments page says patients should telephone before 10am if a visit is required that day. Emergency visits only will be arranged after that time.
| Home visit rule | Meaning | What to say |
|---|---|---|
| Request timing | Phone before 10am if a visit is required that day. | Call early and keep phone available. |
| Emergency after 10am | Only emergency visits will be arranged after that time. | Use 999 if life-threatening. |
| Give detail | Reception needs information so the doctor can allocate priority. | Explain symptoms, mobility, frailty, access and safety risk. |
| Doctor may phone first | The doctor may wish to speak before attending. | Keep the patient and phone nearby. |
| Visit time pressure | Practice notes several patients can be seen at surgery in the time needed for one home visit. | Attend surgery if safe and possible. |
Register with Downs Way Medical Practice
NHS.uk currently shows Downs Way Medical Practice as accepting new patients. Because the practice uses multiple sites and NHS profile banners can change, check the official practice registration route and catchment before relying on registration status.
Use Istead Rise, Shorne or Summerhouse details based on your address and official practice instructions.
NHS online registration usually asks for name, address, current GP, NHS number if known, emergency contact, carer details, medical history, allergies, medicines, phone and email.
If you take regular medicine, keep a current medication list and enough supply before changing GP.
Istead Rise and Shorne dispensing rules are strict and may apply only if you live more than one mile from a chemist and register as dispensing.
NHS pages can show live status, but the practice boundary and branch arrangement determine the final route.
Clinics and services: where a GP appointment may not be the best first step
The clinics page lists several services and gives practical preparation details. Use the right clinic route where possible.
| Clinic / service | Official detail | Patient action |
|---|---|---|
| Antenatal clinic | Patients are seen by midwife clinics and doctors during surgery hours. | Ask reception how to access midwife route at your site. |
| Baby clinic | Practice nurses and doctors support child development checks and immunisations. | Bring red book and questions about feeding, sleep or child health. |
| Asthma clinic | Run by practice nurses with nurse practitioner and doctors, by appointment. | Bring inhalers and spacer for technique check. |
| Diabetic clinic | Run by nurse practitioner/practice nurses with Dr Patel, by appointment. | Bring readings, medicine list and foot/eye check questions. |
| Family planning | Contraceptive care is provided by all doctors during normal surgery hours. | State method, concerns, side effects and what you need. |
| Well woman clinic | Run by practice nurses for smears and women’s health discussion. | Book nurse route rather than generic GP if appropriate. |
| Minor surgery | Dr Jacob, Dr Payne and Dr Mahil are listed for minor surgical procedures. | Ask GP first; procedures are booked by reception in waiting-time order. |
| Travel immunisations | Start checking at least 10 weeks before travel; consultation ideally at least 6 weeks before holiday. | Check TravelHealthPro first, then phone reception for travel clinic telephone consultation. |
| Phlebotomy | HCA/phlebotomists take blood tests each morning across sites. | Book via reception after a clinician request is raised. |
| Warfarin monitoring | Weekly anticoagulation clinics at each surgery, booked direct by team. | Bring yellow record book every time. |
| 24-hour BP monitoring | GP referral; Istead Rise practice nurse runs the service. | Expect fitting appointment, 24-hour machine use and diary. |
| 24/7 ECG service | GP referral; available at Istead Rise Surgery. | Ask clinician if this route is suitable. |
Disabled access, parking and branch visit tips
The official contact page says all surgeries have reserved disabled parking spaces near the front door, ramp access at the front entrance and lifts. Each site has disabled toilet facilities in the listed areas.
Disabled parking
Reserved disabled spaces are marked near the front door at all surgeries. Allow extra time because availability can vary by clinic demand.
Wheelchair access
Wheelchair access is via ramp to the front entrance. All three sites have lifts.
Disabled toilets
Istead Rise has disabled WCs near the lift and on the first floor; Shorne has one near doctors’ consulting rooms; Summerhouse has one in the waiting area.
Branch planning
Check your appointment site carefully. Istead Rise, Shorne and Summerhouse are in different areas, so a wrong-site journey can make you miss the appointment.
Hello, I have an appointment/request at [Istead Rise / Shorne / Summerhouse]. I need help with [wheelchair access / disabled parking / lift access / hearing or communication support / carer support]. Can this be noted before I attend?
Doctors, nurses, pharmacists and practice roles
The official team page lists GP partners, salaried doctors, management, telephony/admin, pharmacists, pharmacy technicians, physician assistants, nursing staff, dispensary and attached staff. This helps patients understand why they may not always see a GP.
| Team area | Official examples | Best for patients |
|---|---|---|
| GP partners | Dr Devinder Mahil, Dr Tariq Hussain, Dr Rupal Patel, Dr Reena Jacob, Dr Hajane Jeyabalasingam. | GP-led care, complex clinical decisions, referrals and long-term planning. |
| Salaried doctors | Dr Philippa Buakuma and Dr Mrinal Das. | GP consultations and medical assessment. |
| First Contact Nurse Practitioner / Nurse Partner | Zara Williamson. | Clinical assessment, nurse-led care and appropriate triage routes. |
| Practice nurses | Katy Gullu, Toni Kilshaw, Lola Babatunde. | Asthma, diabetes, smears, immunisations, dressings and review clinics. |
| HCA / GPA / phlebotomy | Rachel Gregory, Ellie Knapp, Nicole Danton. | Blood tests, observations, BP, height/weight and routine monitoring. |
| PCN pharmacist / pharmacy technician | Matthew Reeves; Chloe Lambert and Donna Pender. | Medication reviews, prescription safety and medicine queries. |
| Telephony/admin team | Based at Istead Rise and handles telephone answering, scanned mail, Anima and back-office support. | Routing, form handling and non-clinical processing. |
| Dispensary | Istead Rise and Shorne dispensary team. | Eligible dispensing patients and collection/delivery questions. |
Garden City Primary Care Network and extra access
The practice says it is part of Garden City Primary Care Network with Swanscombe Health Centre and Pilgrims Way Surgery. PCN roles may include pharmacists, social prescribers, physiotherapists, physician assistants and paramedics.
Extra appointment access
The official site says local practices work together to offer evening and weekend appointments at Swanscombe Medical Practice / Ebbsfleet Academy access route.
Different location possible
You may be offered an appointment away from your normal branch. Confirm address, clinician type and parking before travelling.
Wider clinical team
PCN staffing helps broaden the skill mix, so you may be supported by pharmacist, physiotherapist, social prescriber, physician assistant or paramedic.
Local wellbeing support
Social prescribing and PCN services can help with non-medical factors that affect health, such as isolation, activity, stress or support needs.
Armed Forces veteran friendly practice
The practice homepage says Downs Way Medical Practice is an Armed Forces veteran friendly accredited GP practice. The official veteran page says veterans should let the practice know about military service so the practice can code the record and consider veteran-specific support where relevant.
Tell the practice
If you served in the UK Armed Forces, ask reception or a clinician to record veteran status on your GP record.
Priority care rule
The veteran page explains priority treatment may apply to service-related conditions, subject to clinical need of other patients.
Feedback route
The page says feedback can be given to staff or to the RCGP veterans email listed on the official page.
Do not wait
The page reminds veterans that it is important to register with a GP rather than wait until treatment is needed.
CQC rating: Overall Good
CQC lists Downs Way Medical Practice at Istead Rise Surgery, Worcester Close, Istead Rise, Gravesend DA13 9LB as Overall: Good. The latest inspection was 6 September 2016, report published 28 October 2016. CQC reviewed information on 6 July 2023 and said it had not found evidence requiring reassessment at that stage.
| CQC item | Official detail | Patient meaning |
|---|---|---|
| Overall rating | Good. | CQC considers the service to be meeting expectations at the displayed rating. |
| Five key questions | Safe Good, Effective Good, Caring Good, Responsive Good, Well-led Good. | All displayed core areas are Good. |
| Latest inspection | 6 September 2016; report published 28 October 2016. | Do not describe it as a new 2026 inspection. |
| Latest review note | 6 July 2023 review found no evidence to reassess rating at that stage. | Always check live CQC page for changes. |
| Three-site structure | CQC describes Istead Rise as main site and Shorne/Summerhouse as branch sites. | Use the correct branch details before attending. |
| Services listed | Maternity and midwifery, family planning, treatment of disease/disorder/injury, surgical procedures, diagnostic/screening and services for everyone. | CQC profile is useful for regulated-service context, not live appointment availability. |
Map, directions and branch checklist
Main NHS-listed address: Downs Way Medical Practice, Istead Rise Surgery, Worcester Close, Istead Rise, Gravesend, Kent DA13 9LB. Use this map for Istead Rise only. For Shorne or Summerhouse, use the branch addresses below.
Istead Rise directions
Use Worcester Close, Istead Rise, Gravesend, Kent DA13 9LB. Phone 01474 247003.
Shorne directions
Use Crown Lane, Shorne, Gravesend, Kent DA12 3DY. Phone 01474 247003.
Summerhouse directions
Use Beaconsfield Road, Bexley, Kent DA5 2AE. Phone 01322 402210.
Before travelling
Check appointment site, clinician type, branch opening, prescription collection site, access needs and whether your request could be handled online or by phone.
When Downs Way Medical Practice is closed
The official site says to call NHS 111 or visit 111.nhs.uk for evening and weekend urgent help, and to call 999 in cases of dire emergency.
| Problem | Use this | Examples |
|---|---|---|
| Life-threatening emergency | Call 999 | Chest pain, stroke signs, severe breathing difficulty, collapse, severe bleeding, not responding. |
| Urgent but not life-threatening | NHS 111 online or call 111 | Too unwell to wait, urgent advice, possible urgent treatment/A&E direction. |
| Medicine emergency | Pharmacy or NHS 111 | Running out, side effects, emergency supply advice. |
| Routine repeat prescription | NHS App or written request during practice processing time | Repeat medicine that can wait for the normal 48-hour route. |
| Routine admin | Anima or phone during opening hours | Fit notes, GP letters, routine results, comments, non-urgent forms. |
Official action links used
Use these after reading the practical route above. This guide explains the task first so patients do not land on the wrong form, phone number or branch.
Official Downs Way Medical Practice website · Official contact page · Contact details and access · Surgery times · Appointments · Anima request · Prescriptions · Clinics · Our team · Primary Care Network · Veteran Friendly GP page · NHS profile · CQC profile