medication is changing
As from 1st September 2017 the way we process your routine prescription requests will be changing.
Routine requests will processed within 5 working days.
The table below will outline which day your routine request will be available to collect.
Request Received Able to collect
Monday (before 2pm) Friday (same week)
Tuesday (before 2pm) Monday (following week)
Wednesday (before 2pm) Tuesday (follwing week)
Thursday (before 2pm) Wednesday (following week)
Friday (before 2pm) Thursday (following week)
(after 2pm the request will be processed the following day)
(PLEASE NOTE WE DO NOT TAKE TELEPHONE REQUESTS FOR MEDICATION).
Heath Hill Surgery Update and Briefing - July 2017
Following our recent update on the Heath Hill Surgery website we would like to take the opportunity to update our patients on the current situation.
The past few months have been difficult not only for the team at Heath Hill given the retirement of two long standing GP’s but also the departure of the practice manager. There has been speculation and criticism on social media which has been unhelpful to all concerned.
This period has provided the management with an opportunity to reflect, look at our systems, processes and staff structure. The changes that have been made are supported by NHS England, Bracknell and Ascot Clinical Commissioning Group, Healthwatch Bracknell Forest, the patient participation group and the Heath Hill Surgery team.
The Patient Participation Group has been conducting a survey of patients who have used the new system of triage and gathered feedback.
Currently the results are showing mostly positive responses and favourable comments on the way the surgery is now operating and we thank all those patients who have taken the time to complete the survey. Over the coming months we will work through the common themes and feedback via the Patient Participation Group newsletter and our website.
Moving forward, we have a new practice manager, Mandy Barrett, who we are confident will continue to enhance the patient experience for our patients at Heath Hill alongside Dr Judge and all the team.
The NHS is changing and Heath Hill must adapt to embrace the national and local agenda. We are committed to the best for our patients and we are confident you will see continued improvements.
News update June 2017
The practice would like to inform all its patients that Dr Mackay has now decided to retire with immediate effect. We have a book at reception for anyone to record their comments for him.He will be greatly missed by the practice and we wish him all the best in his life of leisure.
The practice is actively seeking a replacement for both Dr Ross and Dr Mackay and once we have the recruitment in place we will redistribute their patient lists.
Until then, the remaining GPs will be assisted by locums and will continue to ensure a safe level of care for all patients. We ask that you do not request to change your GP at the moment as this doesn’t affect your ability to see any GP that you wish.
We thank you for your understanding and patience at this time and as we look to a new direction for the practice.
We appreciate the impact the current situation is having on our patients and we thank you for your understanding. We are trying to offer as many appointments as possible and this may mean that you see a different GP than the one you originally booked to see. We apologise for the inconvenience this may cause and thank you all for your continued patience and support.
NEWS UPDATE AS OF 31/3/17
From the 1st April 2017 the surgery will be closing for an hour each lunchtime 1pm - 2pm. The telephones will be switched over to the out of hours service.
News Update on Practice and appointments moving forward 27/2/17
As you know the NHS has been in the media constantly over the past few months. Heath Hill Practice are no different to many other surgeries and are under pressure due to excessive demand and current staff shortages.
To this end we have been working with Healthwatch Bracknell Forest to look at patient experience but also what works well for other surgeries in the local area. To that end we have made some changes to the appointment system and how it works as Healthwatch and ourselves feel we can manage the demand and flow of patients in a different way meaning a more effective and efficient service for our patients.
These are continuing as usual however we are looking more carefully at who the patient needs to see and how the appointments are delivered. Approximately 40% of patients who sit in front of one our GP’s could get the same service delivered in an alternative way and frees up GP time for those needing to be seen more urgently.
When you request a routine appointment you will receive a call back from a skilled Clinician (usually within 48 hours) who will talk through your reasons for the appointment. At this stage you may be offered a routine appointment with a GP, telephone consultation or an appointment with another appropriate member of staff such as the practice nurse or health care assistant. When asking for a routine appointment if you could provide a brief description of what the appointment is for this will help the Clinician who will call you back however, if is of a personal nature or you do not wish to disclose you do not have to at this point.
The triage Clinician will call a maximum of twice to speak to you so please provide a number you will be readily available on.
A doctor or nurse will speak to you (usually they will call you back) and give you advice or make an urgent appointment for the same day to see the relevant clinician.
Nurses, Health Care Assistant and Phlebotomy Appointments
These appointments are not being triaged and can be booked in advance.
Please also remember there is the Urgent Care Centre located at Brants Bridge is for minor illness and injury and is accessible 8am to 8pm 365 days a year.
If you work outside of Crowthorne or have difficulty attending a routine appointment during the week there is an extended hours service running from Boundary House surgery which can be be booked for evenings or Saturday morning appointments through our receptionists.
An out of hours GP can also be accessed via 111 telephone service.
Everyone at the surgery is committed to good patient care and support and Healthwatch would welcome feedback about good experience of our surgery and any suggestions for improvement.
They can be contacted by telephone on 01344 266911 or visit http://www.healthwatchbracknellforest.co.uk/content/speak-out
We appreciate your co-operation during this busy time.
Heath Hill Surgery is a general partnership contracted to NHS England to provide primary medical services. As well as offering a full general practice service, we run asthma and diabetes clinics, childhood immunisation clinics, flu immunisation for those aged 65 and over and other 'at risk' groups, perform minor surgery, and offer anti-coagulation (warfarin) monitoring, maternity services, cervical cytology (smear) service, coil fitting and a travel clinic.
This website has been designed to tell you about the practice and the services that we offer.
Please read it carefully. We trust that you will find it helpful and informative.
Drs Muhsen, Denny & Judge