Surgery Policy

ST ANDREWS SURGERIES

All consultations are by appointment.  The receptionists are available to make appointments between 8.30 am and 6.00 pm Monday to Friday.

If you are unable to keep an appointment, please inform the receptionists as soon as possible, so that the appointment can be offered to another patient.

Requests for urgent appointments will be dealt with on the same day.

Patients may express a preference of practitioner at the time of booking and we will make every effort to accommodate such a request when possible. The practice endeavours to provide support mechanisms including language support.

The practice reserves the right to protect its staff and persons present on the premises from any person who behaves with violence or abuse, such persons will be given a warning but may also be removed from the practice list. Police will be called to any incident involving violence.

HOW TO REGISTER

Either complete your medical card and bring to the surgery, or a GMS1 form can be completed at the surgery along with a new patient questionnaire. Following this a New Patient appointment can be made.  PLEASE NOTE WE CANNOT DEAL WITH REGISTRATION REQUESTS ON A MONDAY.  REGISTRATION IS OPEN TUESDAY TO FRIDAY BETWEEN 11.00am AND 3.00pm.

HOME VISITS

It is most helpful if requests for home visits are made between 8.30 and 11.00 am.  Please telephone the surgery to ask for “Home Visits” and give the receptionist sufficient information to enable the Doctor to assess the urgency of the request.  Please do not ask for a home visit if the patient is able to come to the surgery.

TELEPHONE ADVICE

The Doctors are available answer queries and give advice over the telephone – Just ask for a telephone consultation which can be booked as an appointment.

PHARMACY

There is an independent pharmacy attached to the surgery, so you will be able to obtain your medicines immediately.  The pharmacy is owned by a qualified pharmacist, and also stocks “over the counter” medicines as well as all the usual items supplied in chemist’s shops.

REPEAT PRESCRIPTIONS

A repeat prescription may be obtained by writing, or by calling at the surgery.  Please allow 48 hours for preparation and checking of your prescription.  If you leave a stamped addressed envelope, your prescription will be sent to you.

GENERAL PRACTICE TRAINING

The Practice is involved in the training of Doctors to enter General Practice and most of the time there is a Doctor attached to the practice for this purpose.  These Doctors are known as GP Registrars.  They are fully trained and qualified Doctors who have worked in hospital and who come and work with us prior to setting up in their own General Practice elsewhere.  We hope that you will feel able to assist us in this essential work by allowing these Doctors to “sit in” during your consultation and also to conduct consultations with you alone.  You are, of course, always at liberty to decline to have another Doctor present during your consultations.
The practice also undertakes the training of medical students who will sit in with the doctors – You will be told if a medical student is with your doctor when you attend and you have the right to ask for them to leave during your consultation if you do not wish then to be present.

VIDEO RECORDING

On occasions the Doctors may wish to make a video recording of their consultations.  This is used to help teach Doctors how to assess and improve their consultation skills and their ability to talk to patients.  We would be grateful if you could join us in this educational process by agreeing to your consultation being taped on the small number of occasions that recording takes place.  The video-tape is subject to the same degree of confidentiality and security as patients’ medical records and will only be viewed by Doctors and health care professionals who are responsible for patient care and have day to day access to patient records.

You will be informed by the receptionist if video-taping is planned for your consultations and a recording will not be undertaken until your written consent is given.  The camera will be immediately switched off should you request this at any time.  No intimate examination will be recorded.
Please discuss any concerns with the receptionist.

PRACTICE COMPUTER

This practice is registered with Data Protection. This ensures protection of all information. Information is only passed to third parties where appropriate e.g. to hospitals or with the patients written consent.

SERVICES NOT COVERED BY THE NHS

Certain services (for example HGV examinations, insurance forms, private certificates, travel vaccinations etc) are not covered by the NHS and a charge may be made.  A list of charges is kept at the reception desk.

COMPLAINTS, COMMENTS AND SUGGESTIONS

We are very interested to know what you think about our services.  If you have a complaint, comment or suggestion, please use the suggestion box provided, or see the receptionist who will ensure that your views are made known to the Practice Manager or one of the Doctors. The Practice Complaints procedure can be found here farfield-group-practice-complaints-procedure-leaflet

PRACTICE CHARTER

This charter sets out the standards that we undertake to achieve and also ways in which you can help us to help you.

1. You can expect to be greeted in a friendly, helpful and professional manner.
2. If you have an urgent problem you will be offered an appointment to see a Doctor the same day.
3. All home visit requests will be met the same day where medically necessary
4. Every effort is made to make surgeries run to time but you will appreciate that some consultations take much longer than others and it is not possible to predict in advance which these will be.  If the delay is more than 20 minutes, the receptionist will offer an explanation.
5. You can be assured of complete confidentiality by all the staff members dealing with your medical records.
6. Referral letters to the hospital will be dispatched within 5 working days of your appointment.  Urgent referrals will be dealt with the same day.
7. We will respect your need for dignity, privacy and your religious and cultural beliefs.
8. If you are disabled or have special needs we will ensure our premises and services cater for you as far as possible.
9. You have a right to see your medical records (subject to legal limitations).
10. You can expect a full and prompt reply to any complaint you make about our services.
11. Patient Information is treated with the utmost confidentiality and is available only to medical personnel who are involved in that patients care on a “need to know” basis. Your Rights in relation to disclosure are in accordance with the Data Protection Act 1998 (www.hmso.gov.uk/acts/acts1998/19980029.htm)

We aim to provide a high standard of personal medical care to all our patients at all times.  We could not achieve this without the participation and support of our practice nurses, our reception and administrative staff and our district nurses, health visitors and midwives.

HOW CAN YOU HELP US TO HELP YOU

1. Our Practice Staff are here to help you. Please treat them as you would wish to be treated yourself.
2. Please let the surgery know as soon as possible if you cannot keep your appointment. This will allow us to offer the appointment to another patient.
3. Only request a home visit if the patient is too ill to get to the surgery. Visits requested before 11.00 am are likely to be attended more quickly.
4. An appointment is for one person only. If more than one member of your family needs to be seen, please book an extra appointment.
5. Please request visits at night and weekend only in cases of genuine emergency.
6. Please allow 48 hours to process your repeat prescription requests. Regrettably, telephone requests for repeat prescriptions cannot be accepted for medico-legal reasons.
7. Please let us know when you change your address, name or telephone number.
8. We are always happy to receive suggestions as to how we can improve our services. You can use the suggestions box in the waiting room or write to the Practice Manager.
9. If you have a complaint please let us know. The Practice Manager or any of the Doctors will try to help you resolve it. You can expect an acknowledgement of any written complaint within 5 working days.