PATIENT NOTICE - FOR INFORMATION ON STREP A AND SCARLET FEVER PLEASE SEE THE LATEST NEWS PAGE.

Appointments

The practice operates on an appointment basis for the doctors, nurses and heath care assistant. Appointments are pre-bookable, some are available only on the day for emergencies only. If you have more than one problem to discuss or have language or communication difficulties, please make a double appointment so that we can give you more time. Please do not try to mention another complaint once the consultation has started as it may delay the next patient; please ask the receptionist for another appointment.

On-day appointments system: phone or call in from 08:00 to book any available time on the day or to book ahead.

Weekend appointments: at the new Thurrock Hubs located in Tilbury and Grays - GP and nurse appointments are bookable only through your branch.

Telephone appointments: For minor ailments, results, medication and general wellbeing reassurance you can make a telephone appointment rather than have a face to face consultation with a clinician. Please contact the receptionist if you would like to talk to a doctor or nurse. Clinicians are available at the end of each surgery on a call-back service.

Triage service: For urgent and emergency conditions you may speak to the nurse who will assess and address your need directly or refer you to another clinician as deemed appropriate.

Cancellations: If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else.

Help prepare for your consultation: the doctor or nurse would prefer to know your symptom before you are seen. If you are uncomfortable telling a receptionist you can write it down at the desk, or if you prefer not to give any information except to the clinician, just say so.

Longer appointment time when you need it: If you think you might need a longer appointment to discuss more than one issue, or because of a language or communication difficulty that may require more time to understand the consultation, please mention this when you make an appointment. Also, if you wish to include others in your consultation we will always try to accommodate you, but please let us know so the clinician is fully prepared for you and we can allow more time.

Interpreting by telephone and in person is available in many languages and BSL.
Leaflets are available in some foreign languages. Please ask.

Chaperone service is available; please ask when you make your appointment or at any time during the consultation. A chaperone will ensure that there is no inappropriate behaviour from the clinician or the patient, or for cultural reason. The clinician may also request a chaperone.

Nursing mothers can breastfeed their baby in a private room if they wish, whilst awaiting their appointment… please ask at reception.

Contagious infection isolation: please tell the receptionist if you think you might have a contageious infection like measles or chicken pox. You will be shown to an isolation room and called when your appointment is due.

Home Visits

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 10:00.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls

You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

Sickness Certificates

You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website.

Evidence that you are sick

If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay).

It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise.

You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist. Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.

Statement of Fitness for Work - ’Fit Note'

The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help you return to work sooner by providing more information about the effects of your illness or injury.

For more information see the DirectGov website (where this information was sourced).

Surgery Mission Statement

Our Vision and Values:

• To maintain the practice team and environment which are welcoming, caring and accessible for all our patients.
• To treat our patients fairly and equally, and with dignity and respect.
• To provide highly effective, efficient and safe healthcare services for our patients.
• To listen, communicate and collaborate with patients effectively.
• To offer evidence based effective primary care medical services, in collaboration with other stakeholders.

We Undertake:

• To provide high quality healthcare for people of all ages and taking into account gender and ethnicity/language needs. Our philosophy is to treat people with respect, dignity and sensitivity.
• All patients will be treated equally, regardless of gender, ethnicity, sexuality or ability.
• To give you access to primary care services by providing adequate and convenient number of appointments, skill mix and a range of services.
• To operate within NHS rules and boundaries.

We Expect Our Patients to:

• We encourage our patients, who feel their experience falls below the above bar, to feedback to the practice manager, who will be happy to address your concerns. By the same token we would not tolerate aggressive behaviour towards staff, such as shouting, swearing, or threatening staff. In line with NHS policy, we operate a zero tolerance policy towards abusive behaviour.
• Keep your appointment and/or let us know as soon as possible if you can’t attend.
• Just as we would encourage you to tell us where we have failed, we would encourage you to tell us when we have done well.

Respect NHS boundaries and restrictions. Individual GPs cannot change regional policies such as bariatric surgery or infertility restrictions.