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Online Services

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Support from Cornwall Hospice Care's Therapy Team

The Cornwall Hospice Care Therapy Team have provided a link to their website where their therapy team have put together some advice and support.  There are tips and help on:

Lymphoedema advice

Managing breathlessness

Overall wellbeing

Mindfulness and relaxation

A short relaxation meditation

A short mindfulness session.

Cornwall Hospice Care

Coronavirus UPDATE (24 March 2020)

Due to the constant changing environment with COVID19 we have taken the decision to safeguard our staff as best we can.  As a result of this we have made the difficult decision that no clinical appointments will take place at the Pensilva Health Centre site for the foreseeable future.

All clinical appointments will be solely at Oak Tree Surgery and all telephone calls will be diverted to Oak Tree Surgery. 

You may still collect your prescriptions from the dispensary at Pensilva Health Centre but you will have to adhere to the strict protocols in place.

We apologies for any inconvenience this may cause and thank you for your understanding in these difficult times.

Coronavirus UPDATE (Tuesday 17 March 2020)

Due to the latest update from the NHS and the Government we have implemented new procedures to screen all patients who attend the practice.  You will be asked screening questions at the door and numbers of patients inside the waiting room will be limited to allow the recommended social distancing.

If you are symptomatic or answer yes to any of the screening questions you will not be permitted to enter the surgery.  If you require medicines you may be asked to return to your vehicle or wait outside and a member of staff will bring your medication out to you.

2020.03.18 Digitial Screen

Coronavirus UPDATE (Monday 16 March 2020)

The Practice has made the decision to limit the number & type of routine appointments.  All appointments will be triaged so that the most urgent are seen first.  We have made this decision to safeguard patients and staff.

Due to the current situation regarding COVID19 we, as a practice, have decided to ensure that all patients who currently have delivery of medicines will continue to receive this service.

All patients over 70 may receive a delivery of medicines from us to help with the impending over 70s isolation plan.  Any of our patients who currently do not have delivery may contact the practice and a decision regarding delivery will be completed on a patient by patient basis.

We are also currently allowing patients to order their medication via telephone on 01579 324252 and select option 2 - please be patient as we are experiencing high volumes of calls.

Change of phase reason:

On Friday 13th March 2020 the government announced we are moving into the delay phase of #COVID19. This means, if you have a new continuous cough OR a high temperature (37.8 degrees or higher), you should stay at home for at least 7 days from when your symptoms started.

We expect the NHS to be exceptionally busy in the coming days and weeks. If you have serious symptoms that you cannot manage at home or persist longer than 7 days, please go to NHS 111 online, or call 111 if you cannot go online.

For the most up-to-date information, please visit   #Coronavirus

Stay at home guidance link:

New surgery protocols in place (13 March 2020)

Due to the COVID-19 outbreak, the NHS and Public Health England have laid out protocols that GP Practices and other health care facilities must follow. 

With immediate effect, the surgery is now cancelling all routine appointments going forward as per guidance for coronavirus. Please do not attend the surgery for your appointment next week, please call us to try to rebook after 2 months.  Alternatively you can do this through eConsult, Patient Access or the NHS App. 

If you are unwell, please call us for a telephone review.

Patients when seeking an appointment, will as part of the telephone triage process, be asked a series of screening questions in order to make a decision as to whether it is suitable for you to attend the surgery.  If you are not then you will be directed towards the NHS 111 Corona Virus service. 

Additionally, if you are a delivery patient for prescriptions, you will also be called and screened to ascertain if it is OK for you to have a delivery. 

On the advice of the NHS and Public Health England, deliveries will now be limited to ‘housebound’ patients only.  This criteria will be monitored very strictly.

Currently, there will also be no allowance of additional prescriptions being issued as we are under strict instructions NOT to stockpile medicines as this will create a shortage throughout the country.  All patients must stay on the normal prescription frequency that they are currently on.  This is non-negotiable. If there are any changes to any of these recommendations then we will let you know immediately.   

Thank-you for your understanding and co-operation during this difficult time.  The safety of our patients and staff is always our primary concern. 

Oak Tree Surgery and Pensilva Health Centre


The NHS App

To support our patients at this challenging time we are promoting the new NHS App which is 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.

The NHS App is available now on iOS and Android. To use it you must be aged 13 and over and registered with a GP surgery in England.

Link to NHS App                                       Link to NHS App

What the NHS App does

Use the NHS App to:

  • get advice about coronavirus – get information about coronavirus and find out what to do if you think you have it
  • order repeat prescriptions - see your available medicines, request a new repeat prescription and choose a pharmacy for your prescriptions to be sent to
  • book appointments - search for, book and cancel appointments at your GP surgery, and see details of your upcoming and past appointments

Keeping your data secure

After you download the app, you will need to set up an NHS login and prove who you are. The app then securely connects to information from your GP surgery.

If your device supports fingerprint detection or facial recognition, you can use it to log in to the NHS App each time, instead of using a password and security code.

Get help with the app

If you have any issues using or downloading the app, check the NHS App help and support page.

See a GP in minutes by Video through LIVI


Kernow practices have partnered with LIVI to offer an extended access service to patients through the LIVI app. It’s free to patients alongside all standard NHS services and will improve patient experience and outcomes.

What times can patients see a doctor using the LIVI app?

Kernow opening hours:

Monday to Friday: 6pm - 10pm

Saturday & Sunday: 8am - 4pm

Please see the guide below for additional information.

Guide to LIVI

Patient Access Online Service & E-Consult Returns!                                                                         

Tuesday 9th July 19 (update)

We are pleased to announce our new online service is now available for our patients. The registration process has been improved by the EMIS Health team and the process for registration is detailed below.

Create your Patient Access account

1. To create your account click on

2. Enter your personal details. Note: The gender field is optional.

3. Enter your account details. Note: The Mobile phone and Marketing fields are optional. 

4. Accept the terms and conditions.

5. Select Create account.

6. The account is created. Next choose one of the following options:

a) Link your GP practice (to link to your practice).

b) Skip for now (you can always link later using the Navigation pane or the My Account section (available when you select your name)).

7. Your account has been created.

Link to your practice

1. Select Link GP account or select Link Your GP Practice from the navigation pane.

 2. Enter the practice postcode or name of where you are currently registered. 

 3. Select Search.

 4. Select your practice from the list provided.

 5. Select Continue.

 6. Below the question 'Have you received a registration letter from your practice?', select No.

 7. Read the information messages on-screen, then select Continue

 8. Enter your personal details, then select Continue. Note: The personal details must match the details held by your practice.

 9. Enter your account details - email address (please note this must be unique to your account), mobile number (optional), and a password of your choice.    Note: Your password must be at least 8 characters in length, contain at least one upper-case letter, one lower-case letter and one number.

10. Select the box to accept the terms and conditions.

11. Select Register and create account. Your linked account has been created.


You will get a message informing you your account has been created and you are limited to booking a single appointment. Please note all available online appointments are for a telephone call back.


If you have registered previously with us for online services, you do not need to bring in proof of Identity, we can use your previously verified documents. However please allow at least one week for your account to be properly activated.


If you have not previously brought ID to the surgery for verification, you will need to present at the surgery with two forms of ID. One with a photo ID and one with proof of address.


For help on registering, go to




E-Consult is back and there is no change to this service. Please access and use as you did before our system changeover....


We would like to thank you for your patience whilst we have been getting the system working for you.


Kind regards


Practice Manager for Oak Tree Surgery and Pensilva Health Centre

Dear Patient,

Please click on the below link to find out more about the new patient record system being introduced to Oak Tree Surgery and Pensilva Health Centre this coming May 2019....

With Best Wishes

Practice Manager for Oak Tree Surgery and Pensilva Health Centre

Introduction of EMIS Patient Record System and what it means to you!

SYSTEM UPDATE: The Online Waiting Room closed permanently on 7 May 2019

Dear Patients

As part of the move to our new GP Clinical System, the current online system, "The Waiting Room", will close permanently from the afternoon of Tuesday 7 May 2019. A new online system called "Patient Access" will be available once we have our new clinical system in place but it will take some time to get all users set up with an account. For patients that already have a Waiting Room account we expect to be able to create a new account for you in the new "Patient Access" online system.

The implication of closing "The Waiting Room" are that patients will not be able to book telephone call backs online or request medication online until a login and password for the new "Patient Access" online system has been provided. To support patients with medication requests, patients at Oak Tree Surgery will be able to request medication by email to:

Kind regards

Practice Manager for Oak Tree Surgery and Pensilva Health Centre

Contact for Feedback and Complaints

We have a new email address for you to use if you wish to contact us to give positive feedback or to raise something that may concern you. 

You can now email us on the following email address:  This is monitored daily and any feedback will be passed on to the relevant person(s) within the practice and any concerns will be fully investigated and we will feed this back to you and tell you what actions have been taken for future improvement.

All feedback will be appreciated and all concerns raised will be treated seriously and acted on promptly. 

Surgery Mission Statement:

Our aim is to provide high quality healthcare for all. Our philosophy is to treat people how we would want to be treated. To us every patient matters.

Our aim is to be as polite and helpful as possible to all patients.  If you consider that you have been treated unfairly or inappropriately, please ask the receptionist to contact the Practice Manager who will be happy to address your concerns.  However, shouting and swearing at staff will not be tolerated under any circumstances and patients who are abusive may be removed from the patient list.

Main Surgery Telephone Number

Oak Tree Surgery’s enquiries telephone number 01579 335320 has been replaced with 01579 324252.

Please ensure that you update any saved contacts you may have containing 01579 335320 with 01579 324252.

(Site updated 16/09/2020)

Contact Details

Oak Tree Surgery

Contact Telephone

01579 32 42 52
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