HOW
DO I...
OBTAIN REPEAT PRESCRIPTIONS?
Repeat prescriptions will normally be ready 48 hours after the request is received. Please enclose a stamped addressed envelope if you wish your prescription to be posted to you. Remember to re-order medication one week before you run out.
Requests for repeat dispensing medication can be ordered after 9.00am and collected the following day after 11.00am.
We like to review all patients on long-term medication periodically. You may make an appointment with the practice nurse for a medication review.
HOW
DO I...
MAKE AN APPOINTMENT?
An appointment can be booked when at the surgery or via the telephone. If you feel that you should be seen urgently, please make it clear to the receptionist and she will deal with your request appropriately.
Please remember an appointment is for ONE PERSON ONLY and a separate appointment should be made for any other persons attending for a consultation.
If you cannot keep an appointment please inform us as soon as possible.
HOW
DO I...
OBTAIN HOME VISITS?
Home visits are available for patients too ill to attend the surgery.
Please telephone before 10.30am if possible.
Requests will be referred to the doctor for assessment. Please remember that the doctor could see four patients at the practice in the time it takes to do a single home visit; for this reason we ask our patients to come to the surgery if at all possible.
HOW
DO I...
OBTAIN TEST RESULTS?
You may telephone the surgery for test results between 12.30-1.00pm. Due to strict rules of confidentiality the practice nurse will only discuss results with the patient concerned.
HOW
DO I...
CHANGE MY PERSONAL DETAILS?
Please notify us immediately if you change your name, telephone number or your address. This will enable us to keep your records up to date. If you move out of our area you will be asked to register with a doctor who covers your new area.
HOW
DO I...
REGISTER WITH THE PRACTICE?
The patient will be issued with a new patient's information sheet and a patient questionnaire. If authorisation for registration is given, the patient will be offered an appointment to see the health care assistant and at this appointment the patient will be registered with the practice.
HOW
DO I...
MAKE A COMPLAINT?
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and 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 - ideally, within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
within six months of the incident that caused the problem;
or
within six months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to Deborah Pogorzelski, practice manager, or any of the doctors. Alternatively, you may ask for an appointment with Mrs Pogorzelski in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint we shall aim to:
find out what happened and what went wrong;
make it possible for you to discuss the problem with those concerned, if you would like this;
make sure you receive an apology, where this is appropriate;
identify what we can do to make sure the problem doesn't happen again.
Review meetings
We shall look back periodically to see what people have complained about or commented on, whether complaints have led to improvement in patient services, or whether there is futher action we should take. We shall also review the way the complaints system itself is working. We welcome comments from staff on the operation of the system at any time.
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