What if I feel I need to be seen urgently?

How do I ask for my repeat prescription?

What do I do in an EMERGENCY?

What if I am too ill to attend surgery?

What about patient confidentiality?

Are there any charges?

How do I get my test results?

What if I am traveling abroad?

Can I have a chaperone?

What if I have a complaint?

How do I see a doctor or nurse?
Appointments can be booked by calling at reception or telephoning (tel. 08444 773803 and press option 2). You can consult any doctor in the practice, but for continuity of care we recommend you stay with the one who knows you the best. We try to offer an appointment for the day you request, but you may have to plan ahead to see a particular doctor. Please tell the receptionist if you consider your problem is so urgent that you cannot wait for a routine appointment with your regular doctor. Urgent cases will be seen on the same day by the duty doctor. Ill children will be seen as soon as possible in the surgery.
Appointments to be seen by the nurse in the treatment room or at a clinic are made in the same way.

Telephone Triage
We have an excellent team of nurses happy to give you telephone advice about most of your health problems. They will be able to give you self-help tips and also make you appointments to see a doctor urgently if necessary.

Prescriptions
Repeat prescriptions are organised for patients on regular medication. Please request a repeat prescription before 11am for collection that day, or 2 to 4pm for next day. Telephone 08444 773803 and press option 3.
Requests may also be made by fax on 01527 517969. Please ensure we have your personal details and the medication that you require.

Emergencies
Telephone 08444 773803 at any time and press option 1. If the health centre is closed a recorded message will give you a number to contact the doctor on call, be ready with a pen and paper to note down the alternative number.

The telephone number for help out-of-hours is: 0845 609 0669

You will be advised by a nurse or doctor from the Primary Care Centre adjacent to the A&E department at the Alexandra Hospital after normal working hours. Patients are expected to arrange their own transport to the centre if an emergency consultation is needed. Please only call at night if it is really necessary.

• Call NHS Direct on 0845 4647 for free health advice and information 24 hours a day. Or log on to www.nhsdirect.nhs.uk

• In addition, the NHS Direct self-help guide ‘Not Feeling Well?’ is available at the back of all new Thompson Local Telephone Directories, distributed in England from April 2004.

• Accident and Emergency ring 999

Home Visits
Are for patients too ill to attend surgery. Please make your request before 11:30am. The receptionist will take full details and ask you to speak to a doctor to decide the suitability and urgency of a visit.

Confidentiality
All staff are bound by strict rules to preserve the confidentiality of your medical records at all times. For this reason we can only give your test results and other information to you personally unless we have your prior consent to pass it to another person. The staff are instructed to follow this rule at all times without exception. We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

Private Fees
Certain services that we provide are not covered by the NHS and we have to make a charge. These include certain medical examinations e.g. for fitness to drive, HGV & PSG license applications and the signing of certain forms such as insurance claims. If a charge is payable, you will be told beforehand.

Results of tests
Blood, urine and x-ray test results have to be checked by the doctor. The doctor may ask you to make an appointment for the results or ask you to inquire about the results by telephone about one week later. Please telephone the surgery after 2 pm for the results of the tests.

Travel Plans
Those traveling overseas should consult the nurse about three months before their trip as vaccinations for some countries need early planning. It takes very little time to find out about maintaining health during foreign travel. 

Chaperones
We want you to feel safe, secure and comfortable in the way we provide health care. We want you to know that your privacy is respected.
Any patient is welcome to have someone else with them during an examination or consultation, if they wish. This chaperone can be someone who comes in with you from your family or a friend. You might want to have a member of the health centre staff as a chaperone and if you do then it is easier to organise if you can let the receptionist know in advance. If you do not know in advance then we will try to arrange a chaperone during the consultation, but we might need to rearrange the appointment instead.
The doctor or nurse might ask for a chaperone to be present in certain consultations or examinations in accordance with best medical practice.
If you would like to see a copy of the Chaperone Policy or have any questions or comments please contact the reception or the Practice Manager.

Complaints
We aim to give a friendly and professional service to all patients. However if you have any concerns about any aspect of our service, please let us know.
Speak to whoever you feel most comfortable with - the practice manager or reception staff will be happy to help.

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Redditch and Bromsgrove PCT. The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints.
To speak to PALS officer, ring: 01562 488062

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