How Do I...
Make Complaints/Suggestions?
We constantly strive to give you the best possible care and attention. If you have any suggestions or are unhappy about any aspect of our service, please ask to see the practice manager, who will be more
than happy to listen to your suggestions or criticisms. The practice operates an in-house complaints procedure. Details and forms are available at the reception desk.
How Do I...
Make An Appointment?
Telephone 777915. We aim to offer routine appointments with
a doctor within two working days. This may not be your usual doctor. If you require
an appointment at a particular time or with a particular doctor, you can still
book up to two weeks in advance. We offer pre-booked routine appointments on
Saturday mornings. Please ask at reception for further details. All the doctors
and the practice nurses have access to your full medical records but maintain
full confidentiality.
It would be appreciated if you could telephone for routine appointments after 10.00am.
Please also remember that emergencies can occur throughout the day and it is necessary, on occasions, for the doctor you are seeing to leave the surgery to deal with them. You will be informed by the
receptionist if this happens and offered the choice of awaiting the doctor's return or making another appointment.
If you would like to make appointments with doctors and/or request repeat medication online, please ask a receptionist to enrol you into EMIS Access. You will be given the details you need to register for
this. If you wish to enrol another adult in your family we will need their signed consent for you to do so. They must be aware that you will be able to access their repeat medications and they must state that
this is acceptable. Parents may NOT register children after the age of 11.
Urgent Appointments - Telephone 777915
If you require an urgent appointment because you feel you cannot wait until the next available routine appointment, please ask to speak to our nurse practitioner. She will
either offer advice or invite you to come and see her or a doctor as appropriate the same day. (If she cannot speak to you immediately she will call you back.) These appointments are limited to five minutes and one problem only.
Telephone Advice
If you wish to speak to a doctor on the telephone you will be offered a telephone
consultation. These are available in both the morning and afternoon sessions.
The doctor will try to phone you at the allocated time during the session, although
the timing may slip if he/she is running late. The nurse practitioner will triage
all other requests to speak to the doctor throughout the day. Please phone the
surgery between 10.00am - 12noon. You will be asked to leave your name and a
contact number and the name of the doctor the message is for.
IN AN EMERGENCY THE CALL WILL BE PUT STRAIGHT THROUGH TO THE DUTY DOCTOR.
If you wish to speak to a practice nurse, you will be put through if the nurse is available, otherwise please leave a contact number and a nurse will return your call when she becomes available.
How Do I...
Obtain Home Visits?
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 a rash, coming
to the surgery will do no harm and will not endanger others, but please inform the receptionist on arrival.
When the condition of the patient might require a home visit, please try to give notice before 10.30am on the day.
If you request a visit, the receptionist will ask for details of the patient's name, address, age and telephone number and the reason for the visit. This enables the doctors to plan their calls and
allows urgent visits to be dealt with promptly. You may be put through to speak to a doctor directly or a doctor may call you back.
How Do I...
Obtain Test Results?
If the doctor has asked you to contact the surgery regarding the results of a test, please phone after 2.00pm.
How Do I...
Obtain Repeat Prescriptions?
You will receive a tear-off slip with each prescription which lists all the items you have been prescribed for repeated use. You should return this to the surgery (with an SAE if you wish it
to be posted) indicating which items you require. You may also request by fax (01344 762788), online via EMIS (please enquire at reception), but not by telephone as this can lead to mistakes. Normally, repeat
prescriptions will be ready after two working days.
Generic Prescribing
Where possible, doctors in this practice prescribe by generic names of medicines rather than manufacturers' brand names. This means that the appearance of tablets, capsules, etc may not always be the
same even if they contain the same medicine.
How Do I...
Register With The Practice?
If you live in the surgery's practice area and wish to register with the practice, please ask the receptionist for a registration form. Your registration will be with the practice but you may express a
wish to be treated by your preferred doctor. The practice will endeavour to comply with any reasonable preference but need not do so if it is impractical.
When you register you will be invited to take part in a new patient check with one of our practice nurses/health care assistants. This will consist of measuring height, weight and blood pressure, testing urine and checking for
family history of various diseases.
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