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  A NEW WAY TO GET YOUR MEDICATION:

YOU CAN NOW REQUEST FOR YOUR PRESCRIPTION TO BE SENT ELECTRONICALLY TO THE PHARMACY OF YOUR CHOICE. YOU WILL NO LONGER GET A PAPER PRESCRIPTION, BUT CAN GO DIRECTLY TO THE PHARMACY TO COLLECT YOUR PRESCRIBED ITEMS. PLEASE CALL RECEPTION TO LET US KNOW WHICH PHARMACY YOU WOULD LIKE TO USE OR COMPLETE AND RETURN THE ELECTRONIC PRESCRIPTION SERVICE NOMINATION FORM TO USE THIS SERVICE.

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PLEASE REGULARLY CHECK WITH RECEPTION IF WE HAVE YOUR UP-TO-DATE CONTACT DETAILS - ESPECIALLY YOUR MOBILE NUMBER - AS WE NOW SEND APPOINTMENT REMINDERS BY TEXT MESSAGE!

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YOU CAN NOW BOOK & CANCEL APPOINTMENTS ONLINE

In order to use this service, you will need to register at reception. You will be given a unique ID and password to log into our 'SystmOnline' website where you can also order repeat prescriptions and view your medical record.

You will need to complete a registration form which you can complete online, print and bring with you to the surgery together with 1. Photo ID AND 2. Proof of residence (bank statement, utility bill or council tax bill).

Patient Online Access Request

 

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Named accountable GP

From 1st April all practices are required under the 2015-16 General Medical Services Contract to allocate a named accountable GP to all practice patients, including children.

The named accountable GP will take the lead responsibility for the co-ordination of services required.

Any member of the practice team will be able to confirm the name of your accountable GP. This does not prevent you from seeing any doctor or nurse of your choice!

If a patient expresses a preference as to which GP they are assigned to, the practice will make reasonable efforts to accommodate this request.

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IMPORTANT NOTICE!

 

Can all patients please be aware that ONE booked appointment is only ten minutes long.

 

This means that only ONE patient will be seen, and only ONE problem dealt with.

 

This will help everybody to be seen as close to their allotted appointment time as possible.

 

If you are unhappy with our service

Patients and their carers are encouraged to voice their compliments, concerns and comments as they arise, directly with the healthcare worker or member of the administration team concerned.

Highgrove Surgery aims to provide a friendly and professional service to all our 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 – a doctor or nurse, our practice manager or our reception staff will be happy to help. In our experience the majority of cases and concerns can be resolved quite easily as long as we know about them.

When to complain

Please let us know the details of your complaint as soon as possible, but no later than

  •  Within 12 months of the incident causing a problem or
  •  Within 12 months of discovering that the incident is causing a problem

On occasions and if possible, we may consider investigating a complaint if notified after this time period if there is good reason for the delay.

How to complain

You may complain informally/formally by contacting the Practice Manager. We hope that most of the problems can be resolved easily and quickly often at the time they arise and with the person concerned. If your problem cannot be resolved this way and you wish to make a complaint, we would like you to write to us as soon as possible as this will establish what happened more easily.

We will then respond to you within 3 days with a note to confirm receipt of your complaint and will tell you when to anticipate a reply. We will investigate your complaint thoroughly and send you a written reply. This will usually take 10 working days, but may occasionally take longer due to unforeseen circumstances like staff annual leave etc. If there is a delay, we will keep you informed with the reason.

Who can complain?

A complaint can be made by a patient or person affected, or likely to be affected, by the action or decision of an NHS organisation or primary care practitioner. Confidentiality issues

If you are not the patient, you must ensure that the patient has given their written consent before we can disclose clinical information to you..

 

The Parliamentary and Health Service Ombudsman (PHSO)

We anticipate most if not all complaints to be resolved locally, but if you feel we have not dealt with the issues you have raised as you would wish, you have the right to contact the Parliamentary and Health Service Ombudsman (PHSO)

In the case of complaints which cover both health and social care issues, the PHSO will work closely with the Local Government Ombudsman.

Unhappiness about the outcome of the complaints process is not sufficient cause for the PHSO to investigate; complainants will need to provide reasons why they are still dissatisfied and consider whether or not they have suffered hardship or injustice.

Contact details

Parliamentary and Health Services Ombudsman

T 0345 015 4033

Textphone 0300 061 4098

 



 
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