Sometimes you may want advice on a health problem or medication and simply wish to talk to a doctor. The doctor on call is available each day for telephone advice. If he is not immediately available, we will call you back. If you wish to talk to a particular doctor, he may be seeing a patient or out on visits, and you may be asked to ring back. It is very helpful to let the receptionist know who or what it concerns so that we can have the relevant records available. Advice and out of hours care is also available day and night from 111.
The practice offers a number of telephone consultations,which may be used when face-to-face consultation is not required, for example, to discuss results, medication, or at the GP’s request. Ask at reception for further details.
BY APPOINTMENT ONLY, TELEPHONE 234646
You are registered with the practice rather than with an individual doctor. You are free to consult any of the doctors or the practice nurses. Whilst the practice will endeavour to comply with your request to see a particular clinician, it might not always be possible and if this is the case, an explanation will be offered.
The practice is an advanced access practice. We offer appointments on the same or next day. Please ring on the day that you require your appointment. Or on the previous afternoon. There are also a number of pre-bookable appointments if you need to bookahead. This is to help people who have work, family or child-care commitments
Please see the literature in surgery for further details or ask a member of our reception team.
For those patients who find it difficult to attend during regular hours, we offer Saturday morning and early morning appointments which are pre-bookable only and should be booked Monday – Friday (Please do not turn up on a Saturday morning without booking an appointment as you will not be seen.)
IF YOU ARE UNABLE TO ATTEND YOUR APPOINTMENT PLEASE CONTACT US AS SOON AS POSSIBLE TO ENABLE US TO OFFER IT TO SOMEONE ELSE.
(Telephone 234646) Home visits are at the discretion of the doctor. Please do not ask the doctor to call unless the patient is genuinely too ill to come to the surgery. If the patient has a temperature or rash, coming to the surgery will do no harm and will not endanger others.
When you feel the condition of the patient does require a home visit:
PLEASE PHONE AS EARLY AS POSSIBLE AND IN ANY CASE BEFORE 10.30AM ON THE SAME DAY THE VISIT IS REQUIRED.
You will then be transferred to our triage nurse or nurse practitioner, who will take full details of the patient’s symptoms and will then decide on the best course of action for each individual patient.
If you need to ring the surgery to check results of blood/smear/x-ray investigations, please ring 234646.
Many patients who are on regular treatment have their medication registered on our computer. You may order a repeat prescription by placing your repeat order form into the repeat prescription box in the reception area, or by sending it by post with a stamped, addressed envelope for your prescription to be forwarded to you.
It is essential that you indicate exactly which medication or tablets you need at any one time.
PLEASE ALLOW A REASONABLE INTERVAL FOR A PRESCRIPTION TO ARRIVE BY POST. IF YOU WISH TO COLLECT THE PRESCRIPTION FROM THE RECEPTIONIST PLEASE ALLOW 48 HOURS FOR THE DOCTOR TO CHECK AND SIGN IT.
All patients on repeat prescriptions must see the doctor at least once during the year.
The practice list is currently open and we are happy to accept new patients. All newly registered patients are required to attend a new patient consultation with our health care assistant Mrs J Murphy.
If you have a serious illness which requires treatment as an emergency, we are happy to see you at short notice. If there are no appointments available the receptionist will discuss your case with the doctor on call who will decide what to do. This may be by fitting you in as an extra appointment, a telephone consultation with the doctor or arrange ambulance/admission if necessary.
PATIENT COMPLAINT INFORMATION
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is available on request.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations
FREEDOM OF INFORMATION ACT
Information is available here.