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 11:30am. 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.
Unfortunately we cannot take requests for repeat prescriptions over the telephone because experience shows this can lead to mistakes.
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 01234 779188
- Complete a Repeat Prescription Request via our Online Services page
Two working days notice is required so that the form can be checked and signed by the Doctor. 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 your prescription form and you will be reminded when appropriate.
If you live more than a mile from a chemist (as the crow flies) you may have your medication dispensed by us. If you wish to collect your dispensed medication from the Bosham Surgery, please remember to indicate this when ordering your prescription and please collect during the morning, rather than during evening surgeries when a receptionist will be able to help you.
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.
If you are phoning for the result of a test, we would prefer it if you could ring after 2 pm. 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 at peak times in early morning. The reception staff should also have more time to 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 is not permitted in any part of the grounds or building. Our Nurses offer smoking cessation education if you are thinking of giving up.
Mobile telephones can be a nuisance to others using the surgery. We ask that you turn off mobile telephones before entering the building.
Training Practice/Video Recording
We are a training practice for fully qualified doctors who wish to become GP's and who are required to train in surgeries for a year. Medical students and student nurses also attend for tuition. Your co-operation with their training will be most appreciated. We sometimes video record consultations but your permission will always be asked for before we use this.
We complaints, suggestions or comments about the surgery should be directed in the first instance to the Practice Manager. Our aim is to give you the highest possible standard of service but there may be times when you feel this has not happened. The Practice Manager will take full details of the complaint, make an initial acknowledgement within two working days and investigate the matter promptly and thoroughly. On completion, a formal written response to the complainant will be made within 10 working days of receipt of the complaint. Occasionally, if we have to make substantial enquiries, it might take a little longer but we will keep you informed. An offer of a meeting with the complainant will also be made.
If you use this procedure, it will not affect your right to complain to the Primary Care Trust and request an Independent Review. Their address is West Sussex Primary Care Trust, 9 College Lane, Chichester, PO19 6FX, tel: 01243 770770. You may also wish to contact the Patient Advice & Liaison Service (PALS) for further information on the NHS Complaints Procedure - 01243 534035.
PALS (Patient Advice & Liaison Service)
This service is provided by the local Primary Care Trust and offers free, independent information for patients, carers or families about local health services and puts people in contact with local support groups. PALS will also help to sort out any concerns or queries about your care before the complaints stage.
Our Responsibility to You:
All patients will be treated with respect, kindness and dignity, irrespective of ethnic origin, religion, cultural beliefs, sex or age.
Your Responsibility to Us:
We ask you to treat the practice staff with the same courtesy and respect.