General Information

Dealing With Telephone Calls

Usually we aim to answer promptly, but in the mornings (and especially on Monday) the phone can be very busy. To get a better service, please avoid telephoning for routine matters such as general advice or test results until after 11am. If your Doctor is not available to speak to you on the telephone, you will be advised when he/she is able to deal with your call or you will be offered an alternative arrangement. Unless it is an emergency, the Doctor will not be interrupted during surgery hours.

Repeat Prescriptions

Where appropriate, repeat prescription information and a request form is printed on the right hand side of the computer generated prescriptions. To obtain repeat prescriptions:

• Hand your completed prescription request form in at Reception
• Send the completed form by post, enclosing a stamped, addressed envelope
• Fax the completed form to the surgery on 01243 530607 
• Complete an Online Repeat Prescription Request via our Online Services page

Two working day's notice is required so that the form can be checked and signed by the Doctor. We do not take requests for repeat prescriptions over the telephone because experience shows this can lead to mistakes. If you wish prescriptions to be collected by a particular pharmacy, then please indicate so when requesting items.

Repeat medications are reviewed at appropriate intervals by the Doctor and yourself. These dates are indicated on the bottom right hand side of the prescription form and you will be reminded when appropriate.

Dispensary

We are able to dispense medicines for people who live in rural areas if you live over 3 miles from the nearest pharmacy (as the crow flies!). If you would like to take advantage of this very useful facility, please see the Receptionist or the Dispenser.

If you are between the ages of 16 and 60, you will be asked to show proof of any exemption from prescription charges when collecting medication. The law now insists that the Dispenser checks this information.

Test Results

If you are phoning for the result of a test, we would like you to do this between the hours of 11-12pm and 2-3pm. Your doctor or nurse should try and remind you of this at the time. This allows time for the mail for that day to be opened and checked by your doctor and also helps to avoid the telephone lines becoming blocked up at peak times in early morning. The reception staff should also have more time do deal with your request at these (relatively!) quieter times.

Most blood, urine and swab results are back at the surgery within 3-4 days although more specialised tests can take longer. The results of most other GP requested tests e.g. X-rays/scans can take an average of 10 days to arrive back at the surgery.

Please note: if the test was requested by a consultant in hospital it will probably take 3-4 weeks before your GP is notified. We experience similar lengthy delays for clinic and hospital discharge letters. Whilst the advent of results/letters by email may help speed things up we unfortunately cannot foresee any significant improvements for the time being.

Whilst we endeavor to notify patients of abnormal results, we would ask you to assume some active responsibility in finding out the results of your tests.

Smoking

Smoking is not permitted in any part of the grounds or building.

Mobile Telephones

Mobile telephones can be a nuisance to others using the surgery. We ask that you turn off mobile telephones before entering the building.