HOW
DO I...
MAKE A COMPLIMENT/COMMENT/COMPLAINT?
Your doctors hope to provide services which meet your needs. We welcome your compliments, criticisms and suggestions to help us improve the quality of service we offer. We have a suggestion box in the reception area and we have a practice policy for dealing with complaints. You can talk to any doctor in the practice or the practice manager. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken. As soon as we can, we will try to provide you with an explanation and discuss any actions that may be needed.
Please ask for a copy of our complaints procedure leaflet.
HOW
DO I...
OBTAIN TELEPHONE ADVICE?
The Doctors are happy to discuss problems with you over the phone. For routine advice, patients can request a telephone consultation booking. The Doctor will ring you back to discuss your concerns or problems, therefore we will need to take a suitable contact telephone number so that the Doctor can call you back. It can help to give the Receptionist an idea of what the problem is.
HOW
DO I...
BOOK AN APPOINTMENT?
TELEPHONE: 08444 778557
Doctor Appointments
Routine consultations are by appointment only. We offer 10-minute appointments
to see a doctor. Routine appointments are available Monday, Tuesday and Thursday
from 8.30am to 7.00pm, Friday from 8.30am to 6.30pm and Wednesday from 8.30am to12 noon. You
can telephone us on 0844 778 557 or
call in to make an appointment. We offer pre-bookable appointments up to a month
in advance in the morning and afternoon, each day. Telephone consultations are
also available to book each day if you need to just speak with a doctor rather
than be seen.
Nurse & Health Care Assistant Appointments
Appointments are available from 8.30am through to 7.00pm most days except
Wednesday when they are only available until 12 noon.
Urgent Appointments
For an urgent appointment please call at or telephone the surgery at 8.30am. Urgent problems will be seen as soon as possible on the same day, usually by the Duty Doctor.
Some problems such as removal of stitches, immunisation, cervical smears, medicals and antenatal care will require different types of appointments; again the Receptionists can help you.
Please help us to help you:
If there is more than one member of the family who needs to be seen, please make a separate appointment for each person. Appointments are administered by the Receptionists according to the Doctors’ instructions. Most of the time we are flexible, but when problems arise from time to time please try to be patient. If there are delays we will offer you an explanation.
We will treat everyone on an individual basis, irrespective of their ethnic origin or religious or cultural beliefs, sex or age.
Late Evening Appointments
The Practice offers late evening appointments with the Doctor on Monday, Tuesday and Thursday evenings up to 7.00pm. Please note that these are pre-booked routine appointments only.
For an appointment please call at or telephone the surgery
during opening hours. At busy times of the year, you
may have to wait longer than usual. On arrival at the surgery you can book in
for your appointment using our self check-in system. There is
a screen in both waiting areas downstairs where you will need to enter in your
gender and your date of birth.
Please help us to help you.
Please do not turn up after 10.30am or 5.30pm unless you have an appointment or it is an emergency. Please keep your appointment. If you cannot, please tell the practice staff in good time so that another patient can be offered your appointment.
If you are unable to attend for your appointment you must call and cancel it. This can be done 24 hours per day by calling the surgery number 08444 778 557. We have a policy for patients who do not attend their appointments and, following letters of warning, this may result in you being removed from the practice.
Cancelling An Appointment
If you are unable to attend for your appointment you must call and
cancel it. This can be done 24 hours a day. We have a policy in force for patients who do not attend their appointments
and, following letters of warning, this may result in you being removed from the practice list.
HOW DO I...
OBTAIN
A HOME VISIT?
TELEPHONE 08444 778557
If you are too ill to come to the
surgery, please telephone between 9.00 and 10.15am, if possible. You
may be asked a few questions about the problem, which helps the doctor assess
the urgency of the visit so that they can plan their rounds to see urgent cases
first. The doctor may call you back to discuss your needs before visiting. One
of our practice nurses specialises in caring for housebound patients.
Please help us to help you.
Please only ask for a visit if you
or the patient are unable to attend the surgery. Remember we can see three or
four people in the surgery in the time an average visit takes.
HOW
DO I...
OBTAIN
TEST RESULTS?
TELEPHONE 08444 778557
A doctor or nurse may make a special arrangement to give you your test results, such as seeing you again with another appointment. However, to obtain results of tests please
telephone in the afternoon when the lines are less busy (except Wednesday
pm). Test results may take a week or more. The doctor may have left a message
about the results or a prescription.
HOW
DO I...
OBTAIN
A REPEAT PRESCRIPTION?
You may be allowed to have some treatments on repeat prescriptions without
seeing the doctor. They are printed with a tear-off request slip for ordering
repeat items. Tick which items are needed: you can either hand the request slip
into the reception or post it to the surgery. Enclose a stamped addressed envelope
if you want us to post your prescription to you. All routine prescriptions will
be available for collection, or posted, within two working days. Please refer
to the tear-off request slip for collection times. If you have to attend or be
admitted to hospital and the hospital changes your medication, please inform
the doctor of this. We are unable to dispense prescriptions but there are several
pharmacies in the vicinity.
Repeat prescriptions can only be issued if they have been authorised by the doctor. Your medications will be
reviewed regularly to ensure you continue to get appropriate care. If you take the pill or HRT, you will need to
see the doctor before your prescription can be issued. You can also order your prescription
via e-mail on:
oakwood.surgery@gp-c84016.nhs.uk
Repeat prescriptions can be ordered by telephone from 10.00am to 12
noon and 2.30 to 5.30pm except Wednesday afternoon.
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