Telephone System

The surgery has a telephone system that has more than one incoming line. As a result there may be a delay in answering some calls, especially during busy periods. The calls are stacked and answered in order. The telephone will continue to ring; you are not being ignored. If your call is an emergency and you don't get through to the surgery immediately, please hang up, dial 999 and ask for the ambulance service. Please remember that this is for emergencies only.

How do I... Make An Appointment?

Appointments may be made by telephoning 01738 812000 or by calling at the surgery. If you cannot keep an appointment, please inform us as soon as possible as this will assist in oversubscribed situations. Each consultation lasts approximately 10 minutes and doctors always try to run on time. However, if a patient has a difficult problem or requires hospital admission during surgery, delays can result. We appreciate your patience should you experience a delay.

Emergencies

If you are confronted by a serious problem such as severe chest pain or severe bleeding call an ambulance (tel: 999) before calling the surgery.

How do I... Obtain Medical Advice By Telephone?

The practice offers the facility of obtaining advice from the doctor over the telephone. This can be done by speaking with reception staff who will inform you of a suitable time that the doctor will get in contact with you.

Recording Of Consultations

From time to time the doctors may wish to make a video recording of their consultations for training purposes. You will be asked for your written consent before any recording is made, and you have the right to have the recording erased at the end of the consultation if you so wish. These recordings will ONLY be seen by other general practitioners.

How do I... Obtain A Home Visit?

Patients are requested to telephone before 10.00am if a visit is required that day. Emergency visits only will be arranged after that time. Please give the receptionist as much information as possible to enable the doctor to allocate priority to house calls. House calls are only available for patients who are housebound because of illness or debility. Please remember that several patients can be seen at the surgery in the time that it takes to do a home visit.

How do I... Obtain Test Results?

The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given prior permission for the release of the results. If you have been asked to phone back for test results, please avoid our busy periods of 8.00 - 10.00am. Please also allow three to four days before telephoning for your results.

Sick Certificates

The patient is responsible for self-certification for the first seven days of an illness using form SC2 that can be obtained from one's own employer. Thereafter, if appropriate, NHS certificates will be issued as part of a consultation. Please note that certificates will not be issued for illnesses of less than seven days' duration as there is no requirement for this.