How to make best use of the surgery

Thank you for choosing the Practice to look after you and your family. We will try our best to provide a good service to you, and in return, we request you keep all appointments and attend for checks and immunisation appointments for your family and yourself. Where possible we would appreciate you attending our morning surgeries if you have a sudden illness. This information is available in English, Polish and Lithuanian as attachments below. Please also see our Patient Charter for more details. 

Morning surgery

We operate an 'open surgery' system in the mornings – which means that if you attend the surgery between 8.30 a.m. and 10:30 a.m. you will be seen. You are not required to ring before attending. This can mean waiting times will be longer than usual in other surgeries especially on busy days around bank holidays and the weekend. However, we and our patient group believe providing the ability to see a clinician on the same day is vital to look after our patients. 

All appointments are for 10 minutes and each member of the family needs a separate appointment. Try not to bring too many problems at any one time. Please remember, clinicians will spend the required time with a patient to ensure that decisions can be made with sufficient information. This can also lead to different waiting times for different clinicians.

Patients who are younger are asked to see our nursing team who are supervised by General Practitioners. 

Patients who ask to see a Doctor will be directed towards the Doctor with the shortest waiting time. This is to ensure the efficient running of the service. Around busy periods like bank holidays or if there is unplanned leave for staff members the practice may reduce the ability for patients to chose the clinician. Currently one of our Doctors is unwell and therefore not at work which has led us to need to change our access policy to ensure smooth running of our Practice. 

Please generally arrive early as appointments are given on a first come basis.

You will be told the time of your appointment and which area you need to be seated in. If the wait is long, you may leave the surgery and return nearer the time of your appointment but we request you to let reception staff know when you leave and return so they can mark it on our computer system to inform the clinicians who will be seeing you. 

We expect all patients who do not go to work to attend morning surgeries. These surgeries are longer and there is a full complement of staff available to help you. Even for working patients, attending surgery in the morning is especially important when you have been unwell for some time and will be likely to need further investigations – blood samples, referral to hospital clinics, x-ray facilities etc.

Afternoon appointments

In the afternoon, pre-bookable appointments with doctors and nurses are available. Appointments should be booked in advance for your convenience in person or over the phone 01733 551988. We will fit in emergencies but please use our services fairly, remembering that the morning surgeries are best for these purposes.

If you need to see a doctor in an emergency please ring and let the receptionist know before coming to the surgery. The surgery is closed for routine appointments on Thursday afternoons. If you have an emergency, contact the surgery for the emergency doctor on call until 6:30 p.m.

Telephone Consultations

You may leave a message with our reception staff if you would like to speak to a clinician. That doctor or nurse will contact you after seeing patients at the surgery.

Please leave a landline number rather than a mobile if possible.

Please bear in mind, the clinician you may wish to speak to, may not be in that day or available. If your message is urgent, please make sure that you have made this clear to the reception staff, and the doctors on duty at the surgery will deal with your message that day.

Home visits

We encourage all patients to visit the surgery where we have a full range of facilities available to sort out your problems efficiently. Only housebound and bedridden patients will be visited unless there are exceptional circumstances.

Decision to visit is made on clinical need rather than social circumstances. All requests for home visits should be made before 11 a.m., where possible.

How to Register at the Practice

In order to register as a patient at our practice you will need to complete a NHS family doctor services registration form GMS1 and a new patient questionnaire as appropriate and bring them with you when you come to register at the practice.


We would ask all new patients to read our practice charter which sets out our responsibilities to you and your responsibilities to us. Please bring this GMS1 form and new patient questionnaire to the practice when you register.

Documents required when you visit the practice to register:

Newly registering patients will be asked to provide documentary evidence depending on their status, at the time of registration. 

Repeat prescriptions:

Prescriptions may be ordered by any one of these means: post, e-mail, fax or by coming to the surgery – NOT by phone.

Fax number: 01733 707702 

E-mail: reception.thistlemoor@nhs.net

We require 48 working hours’ notice for repeat prescriptions. When ordering prescriptions please provide your current phone number in case we need to contact you.

Repeat prescriptions may be collected from the surgery or any chemist in town providing the patient has made arrangements for the chemist to collect the prescription from the surgery. Once you choose a chemist this will be logged in our system, therefore, if you change your pharmacy please let us know when ordering your next prescription.

For your convenience, we would recommend that you make use of the Prescription Collection Service which is available from the following pharmacists:

  • Alfa Chemists Ltd, Werrington Centre
  • Boots, Bretton Centre
  • Graham Young Pharmacy, 681Lincoln Road
  • Granville Pharmacy, 35 Granville Street
  • Millfield Chemists, 387 Lincoln Road
  • National Co-Op, 2-6, Hampton Court, Westwood
  • National Co-op, 303-307 Lincoln Road
  • Thomas Walker Pharmacy, Thomas Walker Centre, 87 Princes Street
  • Walton Pharmacy, 178a Mountsteven Avenue, Walton
  • West Town Chemist, 63-65 Mayor’s Walk
If you are a pharmacy that also provides this service in the Peterborough area and you do not appear on this list please email us to let us know and we will add you to this list.

NHS Summary Care Record

NHS Summary Care Record Leaflet

We are introducing Summary Care Records to improve the safety and quality of patient care. Because the Summary Care Record is an electronic record it will give healthcare staff faster, easier access to essential information about you, to help provide you with safe treatment when you need care in an emergency or when your GP practice is closed.

We are telling you about this before a Summary Care Record is made for you, so that you have time to think about your choices.

Opt In:

You can choose to have a Summary Care Record.  You do not need to do anything. This will happen automatically. Healthcare staff will ask your permission every time they look at your Summary Care Record.

Opt Out:

You can choose not to have a Summary Care Record.

If you don't want a Summary Care Record, you need to let your GP practice know by filling in the Opt Out form and returning this form to the practice.

Zero Tolerance Policy

The NHS operates a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.


Complaints Procedure

We aim to offer our registered patient population a service they are satisfied with; our vision statement is “The service we provide is the service we are happy to receive”. If however, you are dissatisfied with service you receive from any of the Doctors or other member of the practice team please let us know to enable us to resolve the matter. We operate a practice complaints procedure inline with NHS Guidance.

We hope that most problems can be sorted out easily and quickly following a telephone conversation with the Complaints Manager, Paulina Janczura or Assistant, Ewelina Bogdan.  If you do have a problem you would like dealing with in this way please leave your telephone number with a member of our Reception Team and Paulina or Ewelina will call you back within 2 working days. Please note Paulina or Ewelina are unable to speak to patients face to face without a pre-booked appointment. We aim to investigate and respond to the complaint within 10 working days. This may be longer in complex situations or where care was delivered by other health providers.

The practice adheres to the strict rules in place relating to patient confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A consent form signed by the patient concerned will be required by the practice, unless they are incapable (because of illness) of providing this to enable the practice to carry out an investigation.

If your concerns cannot be addressed by speaking to Paulina Janczura or Ewelina Bogdan please click on the link below which gives full details of our Complaints Procedure including a consent form which should be completed if you are complaining on behalf of someone else.

View the full Complaints Procedure (attached).

Text Messaging Appointment Reminders

From 1st August 2014 we have been sending appointment text reminders and other text messages which we hope is useful to you.

If you do not wish to receive text messages from us, please let any member of staff know and we will document this preference.

Chaperone

We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. You may have a family member of friend present to provide support and comfort but they do not fulfil the role of chaperone.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. 


Private fees:

Certain work is not covered by the NHS and this work attracts fees. These include private sick notes (for the first 7 days of illness), insurance forms, HGV medicals, fitness to travel certificates etc. There is an up to date private fees chart at reception. We enclose the latest fees poster below, please note this is subject to change and is here as a guide. Please check with our reception staff for more details. 

In the first week of your illness you should be able to self-certify with a form from your employer or by downloading a self certification form. The reason the NHS does not pay for the first 7 days of illness is to try and avoid the need for individuals to see a GP for illnesses that will get better within a week. These certificates can be found online:

https://public-online.hmrc.gov.uk/lc/content/xfaforms/profiles/forms.html?contentRoot=repository:///Applications/PersonalTax_iForms/1.0/SC2&template=SC2.xdp

Hospital forms, passport forms, DHSS forms etc. will not be completed during consultations with doctors. You will need an appointment with our Fees Admin Clerk Agnieszka Soczowka or a member of her team who will discuss this with you. We would ask that you are give the practice at least 7 days notice to allow the team alongside the practice clinicians to complete the work. If you need information on a quicker basis the fees are usually doubled due to the pressure this places on the organisation. Please remember that this work is not covered by the NHS. 

Please tell us of the best way to contact you. All information given to the surgery is governed by the data protection act. All information is confidential.

Are you a carer? Please let the staff know by registering as a carer with the social services, there is a large range of services you are able to access. We need your permission to make a referral – please discuss this with a staff member.

Children’s immunisation: We need to know the immunisation dates and details of your children up to age 18 years – please bring the immunisation record within 1 week of registering at the Practice so we can inform the child health department.

This might mean you have to get the details from your home country – but we need your full cooperation to get the details when requested to do so.

Are you a Military Veteran? Military Veterans are eligible for priority treatment within the NHS – please do let us know so we can use this information for your benefit.

If you are on medication for management of any long term medical condition: We will not be able to prescribe any medication without you first seeing a doctor or nurse so they can authorise the medications – please try and give us as much information as possible about how long you have had the problem and the original packing of the medications you need – we will try to give you the same medication if possible or a suitable equivalent alternative.

You will need to attend for regular checks as long as we prescribe the medications to you and we would like you to bring all your medications with you when you attend for the review appointments.

Updating contact details: We need to be able to contact you whenever necessary so we request you to let us know if you move to a new address or change telephone numbers.

Please tell us of the best way to contact you. All information given to the surgery is governed by the data protection act. All information is confidential.

Stop smoking clinics: Smoking is harmful to health – we have trained staff who can help you to stop smoking – please ask to have an appointment so this can be arranged. These clinics are available in multiple languages.

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Complaint Form.rtf
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Neil Modha,
27 Aug 2014, 09:23
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Neil Modha,
18 Jul 2014, 14:43
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Neil Modha,
21 Feb 2017, 06:24
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Neil Modha,
18 Jul 2014, 14:44
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Neil Modha,
18 Jul 2014, 14:43
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Neil Modha,
18 Jul 2014, 15:22
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Neil Modha,
18 Jul 2014, 14:43
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