- How To Register
- 10 Helpful Hints for Patients to get the most out of Church Street Practice
- Named GP
- Using Online Services (Patient Access)
- Patients 75 years and over, Patients with more complex medical needs and consent to share information
- Out Of Hours
- Reception Opening Times
- Surgery Location
- Practice Catchment Area
- Car Parking & Disabled Facilities
- Intimate Examination & Chaperones
- Interpreting & Translation
- Personal Details
- Are You A Carer?
- Rights & Responsibilities Of Patients
- The duties of doctors registered with the General Medical Council (GMC)
- Are you concerned about abuse?
- North West Surrey Clinical Commissioning Group (NWS CCG)
- New CCG Publication
- CCG Press Office
- Compliments and Suggestions
- Care Quality Commission (CQC)
- Smoking and Mobile phones
- How the Practice uses Personal Health Information
- GP Average Earnings Declaration
- Freedom of Information Act
- What To Do In Time Of Bereavement
How To Register
Each Practice in the Health Centre takes it in turns on alternate weeks to register new patients who live in our Practice catchment area (who are considered settled and will be resident in the area for more than 6 months). To register, come to our Reception desk during normal opening hours and bring with you:
- Proof of ID – passport, driving license or medical card (you may be asked for 2 forms of ID)
- Proof of Address – utility bill or bank/credit card statement from the last 4 months, current tenancy agreement, government agency letters, higher education letter or a letter from a recognised employer
This information is used to ensure the correct medical records are requested from your previous practice and that the patient lives in our catchment area.
We will ask you to fill in a New Patient Questionnaire so that we know a little of your medical history while we wait for your medical records to come from your previous doctor. Please complete the paperwork before you need to see a doctor to give us time to deal with your registration. We also invite you to make an appointment with our Practice Nurse for a new patient health check.
Please read the following leaflet informing how your medical records are handled electronically when you move to a different GP practice Click Here to see the leaflet.
10 Helpful Hints for Patients to get the most out of Church Street Practice
- Our telephones: If our phones are busy when you call, it’s because other patients called first! Our receptionists answer calls all day and will get to yours. Afternoons tend to be quieter than mornings, so if your request isn’t urgent then your call is likely to be answered more quickly later in the day.
- Our receptionists: are here to help you! And will do everything they can – you will have a better experience if you’re friendly with them than if you’re angry. If they ask the nature of your problem they aren’t being nosey – they just want to make sure they direct you to the right course of action.
- Our doctors’ appointments: are 10 minutes long. Our Doctors would like them to be longer but this would reduce the number – which is not a step we’re willing to take. If a doctor is running late it’s because earlier patients needed longer than 10 minutes – as you might. Please make sure you book an appointment when you need to be seen – we’re not able to offer a walk-in service.
- Lists of problems: If you have more than one problem to discuss please tell the doctor at the start of the appointment. He or she is likely to ask you to prioritise them, and may ask you to make a further appointment for the less urgent one(s) as he or she only has 10 minutes allocated to you.
- Patients arriving late: If you are more than 10 minutes late you have missed your 10-minute slot! Our doctors will still see you if they have the capacity but please do not be angry if they cannot: if you arrive late and are still seen you are inconveniencing other patients.
- Your time: in the first couple of minutes of the appointment please tell the doctor why you are here, providing as full an explanation as you can, and telling him or her if you have a specific worry. Your doctor will learn more from the story you tell then from the examination they perform – so make sure he or she has all the relevant information right at the start.
- Assess not treat: Many, many conditions resolve themselves just with time and reassurance. Your doctor will be thinking whether you need treatment at all, rather than what treatment to provide. Most conditions are not solved just by a doctor assessing them: you are unlikely to leave the consulting room cured!
- Your doctor wants the best for you: if your GP decides not to give you a prescription or organise tests or refer you on it’s not because they are trying to be difficult or to save money – it’s just because they don’t feel you need any of these. And because there are dangers associated with over prescribing, over investigation and over referral. The vast majority of acute illnesses get better themselves.
- Right first time?: Your doctor may not make a definitive diagnosis or the right diagnosis the first time you come. Some symptoms may suggest a range of potential conditions and the doctor will act on the most likely. If the symptoms don’t resolve, and the doctor organises some tests following a second visit this doesn’t mean that the tests should have been arranged sooner – just that time often heals.
- Still unhappy?: Your doctor, and our admin team, would much rather know that you are still unhappy before you leave, because they then have the opportunity to help more. We have a formal complaints procedure but would rather you didn’t feel the need to use it.
We’ve put this together to try and help our patients get the most from our service. Everyone will know from the press about the pressures facing GPs and their staff – please help us to help you get the best from the resources we have.
These helpful hints were compiled from two articles which recently appeared on social media. If you would like to read the full texts please ask our receptionists for copies of the articles or Google them:
“10 insider tips I bet you don’t know about your GP”
“Everything you know about going to the doctors is wrong”
Both written by Dr Jonathan Griffiths
All our patients are given a named GP when registering with us. Your named doctor has overall responsibility for the care and support that our surgery provides to you. This assists us with administration and allows patients to build up a relationship with one doctor so we can provide continuity of care. We would remind our patients that having a named GP does not prevent you from requesting an appointment with any available doctor in the Practice; your named GP cannot always be available to see you when on the day assessment is required or a home visit needed. If a patient has a preference as to their named GP the Practice will make reasonable efforts to accommodate this request. However, with the increasing amount of administration work involved with looking after our patients, to ensure this is shared fairly between all of the doctors we ask our patients to remain with their named GP.
For details about our on the day assessment service and how to make an appointment please read “how to make an Appointment”. Please ask Reception if you need to be reminded of the name of your GP.
Using Online Services (Patient Access)
With online access you can:
- Book appointments
- Request repeat prescriptions
- Minimise your trips to the practice
- Your request is authorised online by the practice, so you know when it’s ready to collect from ourselves or your nominated Pharmacy. (Please contact your local pharmacy directly to set this up. This could be a pharmacy close to where you work, for example).
- Avoid queues
- Information about your medications, allergies and much more is instantly available whenever you need it
- Links to patient leaflets help you understand more about your conditions and medications without needing to contact the practice
- View your medical record online
- Evidence shows that patients who are informed and involved in their own care have better health outcomes and are less likely to be admitted to hospital. By having access to your medical records online you will be empowered to take greater control of your health and wellbeing.
- In line with government guidance patients may now, with there GP’s consent, view their full coded medical record online. This is in addition to booking routine appointments and ordering repeat prescriptions. See below on how to register for this enhanced access.
- Record online means that you can access it from anywhere in the world should you require medical treatment on holiday. Online access to your medical information is available on computers, tablets, and smartphones. Available on Android and iOS platforms. Download at patient.co.uk/accessapp
- Update personal details
- You can update your address and contact details online. Changes made through this service are then approved by practice staff.
- If you have moved out of our Practice catchment area unfortunately we are unable to keep you as a patient (see Practice Catchment Area). You will be asked to register with another practice within your local catchment area.
- How to Register
- If you’ve not yet applied for access and want to make use of this service please contact Reception for further details (if you turn up in person with photo ID then we can issue your access document there and then for online booking, prescription request and demographics.)
- If you want detailed access to your medical record, a more secure identity verification process is required before full access to your medical record online can be enabled. Every practice is required to verify patient identity documentation, or individually vouch for each patient requesting access to online services. Your GP will be responsible for granting you access, and this will take 10 working days or may take longer in some circumstances.
- Remember we are open early on Thursday morning or Saturday morning 9-11 for your convenience.
Patients 75 years and over, Patients with more complex medical needs and consent to share information
For patients aged 75 and over, your named GP, who has overall responsibility for your care, will work with relevant associated health and social care professionals to deliver a multi-disciplinary care package that meets the needs of the patient. We would also remind patients over the age of 75 that they can make an appointment with a nurse for a health check.
The NHS has introduced an enhancement to the service we currently provide for people who are more at risk of an unplanned hospital admission in an emergency situation and who are likely to benefit from more tailored active support from their GP surgery. Patients who their doctors think fit into this category will be contacted and informed of the named GP involved in their care who is likely to be the person you see the most. The doctor will be responsible for sharing information with you, your carer if appropriate and other health professionals involved in your care if you are happy for us to share this information.
In addition we would like to remind all patients to consider whether you wish to give permission for a third party (e.g. spouse, family member or carer) to discuss your medical details with us. Every patient is entitled to confidentiality with regards to their medical details and this means that the Doctors, Nurses and support staff in the Practice are not allowed to speak to your spouse, any of your relatives or representatives about any aspects of your health without your express permission. If you would like someone to be able to speak directly to us on your behalf then we need to have your written permission. This can then be scanned in to your medical records.
Out Of Hours
When we are closed patients should call the new NHS telephone service – NHS 111 by dialling 111. All calls are free from landlines and mobile phones. NHS 111 is a simple, free to call and easy to remember three digit number, available 24 hours a day, 365 days a year. NHS 111 directs patients to the service that is best able to meet your needs taking into account your locations, the time of the day you are calling and the capacity of local services.
You should dial 111 when it’s not a life threatening situation and is therefore less urgent than a 999 call; when you cannot see your own GP, for instance when we are closed or you are away from home. When you feel your medical problem cannot wait or are simply unsure of which service you require; when you require medical reassurance about what to do next.
For patients registered with us, if you want to make appointments on-line, please ask Reception how to use this service and for an application form, or call into Reception in person during opening times – you will need to bring in proof of identification.
You can also look up details about the Practice on the NHS Choices website (www.nhs.uk) using the post code KT13 8DW
If you are happy for us to contact you on your mobile phone please let us have your number – you can email us your information to firstname.lastname@example.org remembering to include your full name and date of birth so we can identify you and add your details to your medical record. We will also set up a text reminder for your future appointments (see details in “Latest Practice News”) please let us know if you don’t want to be sent a reminder.
All staff are bound by the sames rules of confidentialty as the doctors and nurses. Due to patient’s confidentiality we are unable to leave messages on answer phones without your explicit consent. Medical information such as test results will only be divulged to the patient themselves (from the age of 16). If you wish to divulge your medical details or would like to discuss your health or aspects of your care directly with a family member or third party then please confirm this in writing with your own signature and we will make the necessary arrangements.
Reception Opening Times
Monday to Friday: 8.30am – 6.30pm (we do not close at lunch times). The surgery is closed on Saturday afternoon and Sunday as well as Bank Holidays.
We have extended our opening hours for pre-booked appointments only – Monday, Tuesday and Thursday morning 7:20-8:30am and Saturday morning 9:00 – 11:40 am. Only those patients with a pre-booked appointment can be seen during the extended opening hours. Whilst Reception is usually staffed during our extended opening hours to support both patients with an appointment and the doctor, the telephone lines in to the Practice are not open. Between 9-11am on Saturday morning our Reception desk is open to collect or drop off paperwork such as prescriptions, letters and forms but all queries will have to wait until the next working day when we have sufficient resource available to fully assist you. For urgent medical attention when we are closed (this includes Saturday mornings) please dial 111, attend the Walk in Centre or A & E as appropriate.
Church Street Practice is currently located in modular buildings at 22 Church Street, Weybridge KT13 8DW following the fire on 11th July 2017 which destroyed the previous Primary Care Centre and Hospital. That building had been built in 1999 on the site of the old cottage hospital, and was owned by NHS Property Services Ltd. We share the premises with another medical practice, The Rowan Practice, as well as the Treatment Room.
A new building will be built on the same site which will house the two Practices, and other services. We anticipate the planning, procuring and building process will take around three years. North West Surrey Clinical Commissioning Group are managing this process and have undertaken to keep the local community informed of progress.
We are a GMS (General Medical Services) Practice looking after around 13,000 patients. The Department of Health contracts us to provide personal medical care including maternity services, minor surgical procedures, vaccinations and contraceptive services. We monitor and provide education for a number of chronic conditions, prescribe medication, undertake relevant tests and investigations, and make referrals to specialists. In addition to our normal services we offer more specialised chronic disease clinics. It is our aim to focus on improving quality of care for patients and to achieve our general philosophy where possible of allowing patients the time they need when seeing a doctor or nurse. It is our intention to ask our patients every year to complete regular surveys which gives us the opportunity to review what they think about our services. We issue a newsletter and welcome the opportunity for patients to let us have their comments and suggestions about the services we provide – please pick up a form and place in the box provided at Reception or send us an email.
We have introduced this website for both existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our Practice operates. You can also make and cancel appointments, request prescriptions and amend personal details on-line – refer to our home page for details how to register to use this service You can contact us to request repeat prescriptions and send messages using our email address email@example.com or our fax: 01932 505118.
Practice Catchment Area
The Practice catchment area mainly covers the KT13 postcode. It is our Practice policy that we do not accept patients from outside our Practice area nor do we keep patients that move outside our area. To view where we are located please click here. Please ask at Reception to view a more detailed map.
Car Parking & Disabled Facilities
A free of charge car park is available for the benefit of visitors to the two practices and Treatment Room. There are disabled parking bays close to the entrance of the building, and there is a wheelchair ramp that leads up to the main entrance. The building is all one floor so all toilets are accessible, there is however a designated disabled toilet.
Intimate Examination & Chaperones
You are entitled to arrange or ask for a chaperone to be present during intimate examinations. You may either choose a friend or relative or ask the Practice to provide a chaperone. If you do wish the Practice to provide a chaperone, please let Reception know when you book an appointment, so that this can be arranged for you.
Interpreting & Translation
Please let Reception know in advance if you require help, so that we can arrange this service for your appointment.
You can amend your personal details on-line please refer to the home page for details how to use this facility.
Please ensure we have up to date information for your Next of Kin. We need their name, contact details and relationship to you, in order to add them onto your record. This would need to be done in writing, either by emailing us at firstname.lastname@example.org, or dropping a letter into reception.
Change of Address/Telephone number
Please let us know your new address and a day time contact number as well as your home telephone number as soon as possible as we may need to contact you urgently on occasion.
It is our Practice Policy that we cannot accept patients who have moved outside our Practice area and you will be asked to register with another practice. For details of your local surgery please visit the NHS Choices website (www.nhs.uk) or ask for a copy of our registration leaflet.
The doctors take part in the training of 5th year medical students and nurses. On some occasions a student will be sitting with them during consultations. At other times their surgeries will be dedicated training sessions, when a medical student will see you first, prior to you seeing your own doctor. If you do not wish to see a medical student or for one to be present during your consultation then please advise the receptionist so you can make an appointment for another time.
Are You A Carer?
If you care for someone who is disabled, has a learning difficulty, a chronic or terminal illness, mental health problems or is elderly and you would like to be registered as a Carer, complete the form available from Reception and return it to us. Information will be recorded on your medical record, so that your GP will know you are a Carer. You may also be eligible to receive an annual flu vaccination free of charge. Carer Support Elmbridge, a registered charity, offers further information about caring, social events for carers, support groups, relevant training and a regular newsletter. Please contact them on 01932 235770 or email@example.com for information.
We would like to raise the awareness of the health needs of carers. 1:8 of the population are adult carers and national evidence demonstrates that caring impacts on their health. There are an estimated 100,000 carers in Surrey. The Princess Royal Trust for Carers in partnership with the British Medical Association (BMA) have reported that 1:10 patients registered with a GP practice is a carer – so if this is you then please let your GP know.
Rights & Responsibilities Of Patients
We aim to provide an excellent service, to be responsive to your needs, to treat you with courtesy and respect and to be efficient in providing your medical care but to achieve this we ask for your support and co-operation.
We ask you to treat the Practice Staff with the same courtesy and respect – rudeness to staff is not acceptable.
Please do not be late for your appointments – we appreciate we may keep you waiting on occasions but that is usually due to the doctor over running with an earlier patient. If you are late it may be necessary for you to re-book your appointment.
Let us know if you cannot keep your appointment with the doctors, nurses, midwives or counsellor as soon as possible.
Patients who regularly fail to attend appointments affect the day to day running of the practice and this in turn may affect the doctor/patient relationship. We will try to resolve such issues with you directly but it may be necessary to ask you to register with another practice.
Violent/Abusive Patients: We have a zero tolerance policy with regards to violent/abusive patients. The definition of violence: “Any incident where a GP or his staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health”. If an incident occurs, we will telephone the Police and that patient will be removed from the Practice list. If patients are persistently rude then we will write detailing our concerns and this may result in that patient being removed from our list.
The duties of doctors registered with the General Medical Council (GMC)
All doctors must be currently registered with the General Medical Council (GMC) in order to practice medicine. To find out more about the GMC, “Good Medical Practice” and the duties a doctor registered with the GMC is expected to follow please visit their website – www.gmc-uk.org
Are you concerned about abuse?
Are you concerned about abuse? Do you know what you should do if you have suspicions that either a child or adult living in Surrey is being abused and do you know what you might expect to happen under safeguarding procedures – follow the link to Surrey County Council’s website:
Alternatively you can discuss your concerns with your doctor.
North West Surrey Clinical Commissioning Group (NWS CCG)
From 1st April 2013 all Primary Care Trusts ceased and amongst the many changes introduced by the Health & Social Care Act 2010, local practices joined commissioning groups to form new organisations. This Practice is part of North West Surrey CCG. To find out what this means to you, the Practice and to local health care please visit www.nwsurreyccg.nhs.uk.
New CCG Publication
There is a new publication from North West Surrey Clinical Commissioning Group (CCG) which provides an introduction to the CCG. On page 4 and 5 there is a summary of some of the priorities that will be addressed in the CCG’s commissioning plan. If you have any feedback about this please contact firstname.lastname@example.org. If you click on the following if want to learn more about being part of our Patient Reference Group.
CCG Press Office
This practice is a member of NHS North West Surrey Clinical Commissioning Group. If you are a member of the press please contact our press office on 01372 201802.
Compliments and Suggestions
We welcome your compliments and suggestions and would ask you to put these in writing to Mrs Makepeace or use our Comments and Suggestion form. We hope our annual survey also gives opportunity for this.
We offer a complaints procedure as part of the NHS system for dealing with complaints about the services we provide. Please ask at Reception for further information or write directly to Mrs Makepeace. Our leaflet below explains this in more detail. We attempt to resolve problems swiftly and take action as appropriate if we have failed to achieve the high standards we aim for.
Care Quality Commission (CQC)
From 1st April 2013 all doctor surgeries (GP Practices) have to be registered with CQC to ensure essential standards of care are being met. To find out what this means please follow the link to their website www.cqc.org.uk
Smoking and Mobile phones
It is illegal to smoke in the building or in the grounds of the building. Please turn off all mobiles telephones before entering the building.
How the Practice uses Personal Health Information
In line with Department of Health Guidelines, the Caldicott Report and the Data Protection Act, we wish to advise you about how we use information we hold about our patients.
We ask for information so that you can receive proper care and treatment. We keep this information together with details of your care, because it may be needed if we see you again. We may use some of this information for other reasons: e.g. to help protect the health of the public generally and to see that the NHS runs efficiently; to plan for the future; to train staff and account for actions taken.
Sometimes the law requires us to pass on information: e.g. to notify birth.
The NHS Central Register for England and Wales contains basic personal information of all patients who are registered with a General Practitioner. The Register does not contain clinical information.
You have the right to request copies of your health records. If you wish to do so, please download and complete this form: SAR Request Form and hand it in to reception once filled in.
If you wish to divulge your medical details or would like us to discuss your health or aspects of your care directly with a family member or third party then please confirm this in writing with your own signature and we will make the necessary arrangments.
EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it, in your and everyone’s interest. Whenever we can we shall remove details that identify you. The sharing of some types of very personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.
All our staff are bound by the same rules of confidentiality as the Doctors and Nurses. Due to patients confidentiality we are unable to leave message on answer phones without your explicit consent. Medical information such as test results will only be divulged to the patient themselves (from the age of 16) not to relatives or friends.
When corresponding with patients via post, it may be possible to identify the Practice as the sender as we sometimes display a return address label on the envelope. This is to guarantee that it will be returned in the event of no delivery (in accordance with the Royal Mail regulations – if no label is displayed, undelivered post will be destroyed). If you object to this please contact us so that we can remove any identifying labels or find another means of communication.
Please read the attached Practice information leaflet about how your information is used:Practice Leaflet
Confidential information from your medical records can be used by the NHS to improve the services offered so we can provide the best possible care for everyone.
This information along with your postcode and NHS number but not your name and address, are sent to a secure system where it can be linked with other health information.
This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you.
YOU HAVE A CHOICE. If you are happy for your information to be used in this way you do not have to do anything.
Current information can be found on the NHS website (www.nhs.uk/caredata) and it is important to read their leaflet (How Information about you helps us to provide better care). If you have any concerns or wish to prevent your data from being used please put these in writing to the Practice Manager either as a letter, email or download and complete the attached form.
It is important to note that if you have opted out of having a summary care record (SCR) then this preference will NOT automatically apply to care.data extractions. The SCR is an electronic health record that provides healthcare staff with rapid access to essential information about an individual patient in order to provide them with direct care and treatment. In contrast, the care.data programme will use data from all care settings to ensure that commissioners and providers of services obtain a more complete and balanced picture of the care being delivered to NHS patients. If you wish to opt out of SCR and to prevent confidential data from being used for wider purposes beyond your care then you need to write to the Practice Manager.
The Practice works in partnership with our patients, aiming to discuss with you your condition and treatment options in a way you can understand, and respect your right to make decisions about your care. We see getting your consent as an important part of the process of discussion and decision-making. If you have any concerns please discuss this with your doctor. You can also read our Practice policy – Consent Protocol
GP Average Earnings Declaration
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in Church Street Practice in the last financial year 2016/17 was £82,439 before tax and National Insurance.
Freedom of Information Act
The Freedom of Information Act became law on 30th November 2000. We conform to the requirements of the Act and have produced a publication scheme in accordance with the Act. To view this document, please click here. The Freedom of Information website is: www.ico.gov.uk
What To Do In Time Of Bereavement
If a death occurs at home: Telephone the doctor or ring 999 if the death was unexpected. The doctor will visit to confirm the death. Contact a funeral director. Collect the death certificate from the surgery, usually the next morning. Take this to the Registrar of Deaths. We can advise you of their location. Take the green form (issued by the Registrar) to the funeral director who will make all the necessary arrangements.
If death occurs in hospital: Contact the funeral directors to inform them. Collect the death certificate from the hospital. Take this to the Registrar of Deaths. Take the green form (issued by the Registrar) to the funeral director who will make all the necessary arrangements.
Please advise us of your loss as we are here to help you, if you wish, during this difficult time. Alternatively you may ring NHS 111.