- How to register
- How to make an appointment
- How to get travel vaccinations
- Home visits
- What to do when the surgery is closed?
- Order a repeat prescription
- Find out about test results
- How to make a complaint
- How can I get a sick note for my employer?
- What happens if I move outside the practice area?
- How do I see a hospital specialist?
- What should I do if I have not heard within 3-6 weeks after being referred?
How to register
We welcome new patients who wish to register with us and live within our practice boundary. Requests to join the practice should be addressed to the receptionists who will give you the relevant information and forms. Alternatively, you can download and complete Family Doctor Services Registration Form and the New Patient Questionnaire before visiting the practice.
In order to register with the practice you will need to supply two forms of identification – please see list below (one document must contain your current address):
Birth Certificate, Marriage Certificate, Medical Card, Driving Licence, Passport, Local Authority Rent Card, Paid utility bills, Bank / building society cards / statements, National Insurance Number Card, Letter from Benefits Agency / Benefit Book / Signing on Card, Papers from Home Office, P45.
Before you are fully registered with the practice, we ask that you complete a New Patient Health Questionnaire. Your medical record often takes a considerable time to arrive from your previous doctor and this gives us the opportunity of recording some basic information about you and offering you any immediate care you may need.
You will be registered with the practice rather than a specific doctor, but you have a right to ask to see a particular doctor, if you wish. If you have a requirement for a prescription then you should arrange an appointment with a doctor of your choice to discuss your ongoing care.
We do not exclude patients from the Practice on grounds of race, sexuality, religion, social class, age, disability or medical condition. Please contact the surgery reception to join our practice.
To register for online services which will allow you to book appointments and order repeat prescriptions, please complete sections one, two and four of the Online Access Application Form. To be able to view some parts of your medical record, please also complete section three of the form. Once this has been authorised by the practice, you will receive an email with instructions on how to access the online services website.
How to make an appointment
Consultations with our practice team are by appointment only. We do try to ensure that all patients are offered a consultation within 48 hours. If you wish to see a particular GP or nurse then you may have to wait longer. You can make an appointment by phone, by visiting the practice or online.
To help improve our service, the surgery also offers patients additional appointments outside of normal opening hours. These surgeries are held on a Wednesday morning from 7.00 am to 8.00 am and some evenings from 6.30 pm – 8.30 pm. Consultations during these hours are by appointment only.
For further information please contact the surgery reception.
IMPORTANT NOTICE: If you are unable to keep your appointment, please let us know as soon as possible to enable us to offer the appointment to another patient. Thank you.
How to get travel vaccinations
We can advise you and arrange your travel vaccinations and medications. Patients need to complete a Travel Risk Assessment Form 8 weeks before travel and return it to the surgery at least 1 week before booking an appointment with the practice nurse. Some travel vaccinations and medications will also need to be paid for on private prescription – see Travel Immunisations Fees for further details. The Nurse or Receptionist can advise you on the cost of these vaccinations. Please note we are NOT a yellow fever centre. We advice you to shop around as prices can vary greatly.
Requests for home visits are for patients who are not well enough to visit the surgery. Requests should be made between 8.30 am and 10.00 am, unless it is an emergency.
What to do when the surgery is closed? If you need medical help fast but it’s not an emergency call 111
- If it’s a life-threatening emergency call 999
- NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency
- Calls to 111 are FREE from landlines and mobiles
- NHS 111 is available 24/7, every day of the year
When to call 111
You should call 111 when:
- You think you need to go to A&E or to another NHS urgent care service
- Your GP surgery is closed and you need healthcare advice
- You don’t know who to call for medical help
When to call 999
- Call 999 for life threatening emergencies such as:
- Major accident or trauma
- Severe breathlessness
- Severe bleeding
- Loss of consciousness
- Severe chest pain
During normal practice opening hours, the practice remains your first point of contact for all routine requests.
For more information about NHS 111, go to NHS choices at www.nhs.uk
Order a repeat prescription
If you need regular medication on prescription, your doctor will usually organise a repeat prescription for you.
This can then be ordered at set intervals without seeing the doctor in person. If you are a new patient to the practice, we may need to see you in person first to arrange this service.
We encourage all patients to order prescriptions online and to nominate a pharmacy of their choice for collection. Please see the ‘How to Register – Online Services’ section above for further information.
Repeat prescriptions can be ordered between 9.30 am and 4.30 pm weekdays. Please telephone our main surgery line. Alternatively, you can order prescriptions in person by completing the form at reception and placing in the red box, by post – please supply a stamped addressed envelope or by telephoning our main surgery line between 9.30 am and 4.30 pm weekdays. Please note that we do need 2 working days to process prescriptions. The prescription is passed to your usual GP for checking and signing. The GP may ask you to make a routine appointment for review from time to time, and may occasionally not issue the prescription until this has occurred. Once completed, the prescription may be collected from the pharmacy of your choice or our reception desk. Several local pharmacies also provide a collection service. Ask at reception for further details.
Find out about test results
Test results can sometimes take a while to become available. Please ring after 2.00pm if you want to ask about a result. The phones are less busy at this time and a receptionist should be able to help you with your enquiry.
As a general rule most blood tests results are available within a week, X-Ray results are back in about a month (although they can take up to 6 weeks at times) and cervical smear results are posted to you directly from the Contractor Services Agency within 8 weeks.
Please be patient with the receptionists when you call; they are not medically qualified and can only pass on whether your doctor has said the result is normal or not.
We will often ask people to arrange a telephone consultation if we feel the result needs explaining. This does not mean that there is anything seriously wrong. Alternatively the doctor may write to you about the results. We will always contact you as soon as we receive your results if there is any urgent action required.
How to make a complaint
If you have a complaint or are concerned about the service you have received from any practice team member, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
We hope that most problems can be sorted out easily and quickly, ideally at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible. This will help us to establish exactly what happened more easily. Complaints should be addressed to the practice manager.
Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be of great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within two working days and will investigate your concerns within ten working days. We will then be in a position to offer you an explanation, and/or a meeting with the people involved.
We aim to: – find out what happened and what went wrong – make it possible for you to discuss your concern, if you wish to do this – make sure you receive an apology, where this is appropriate – try to make sure that the problem does not occur again.
We keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be required, unless they are incapable (because of illness) to do this.
How can I get a sick note for my employer?
Doctors are not required by law to issue sick notes for periods of incapacity of seven days or less. During the first seven days ask your employer for a self certificate of sickness absence. If the doctor anticipates that you will need to be absent from work for seven or more days he/she will issue you with fit note which will satisfy social security and statutory sick pay criteria. If you have been absent from work for less than seven days and your employer still insists on a sick note the doctor may issue a private note for which a fee will be charged.
What happens if I move outside the practice area?
Patients are advised to inform the practice as soon as possible when moving away permanently. After you notify us of your move we will inform the Health Authority and your records will be returned .They will then ensure that your records are moved to your new GP. Remember: Not informing us that you have moved will result in a delayed transfer of your records.
How do I see a hospital specialist?
If a patient wishes to see a hospital specialist they must first be assessed by a doctor. Once a referral is made, a letter would be sent out within a week of the consultation. Waiting times for appointments vary depending on the hospital or clinic.
What should I do if I have not heard within 3-6 weeks after being referred?
If you had not received any correspondence from the hospital or clinic, you are advised to contact the practice. If you have received a password and reference number on choose and book, please contact the hospital or clinic to which the referral was made.