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FAQ – GP Practices

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FAQ – GP Practices

How do I … ?

…register with your practice?
…obtain an appointment?
…access online services to book or cancel an appointment, order repeat prescriptions or change contact details online?
…obtain telephone advice?
…obtain a home visit?
…order a repeat prescription?
…get tests and their results?
…get a sick note?
…get an exemption form?
…get a MATB1 form?
…get a referral to see a specialist?
…get my driving licence form completed and how much does it cost?
…express a preference of practitioner?
…make a complaint?

What if … ?

…I have not got a telephone?
…I do not receive my medical card?
…I move house?

When is … ?

…a repeat prescription ready for collection?
…the surgery open during public holidays?

What is … ?

…the Care Quality Commission and how are GP Practices regulated?
…the “Choose & Book” system for specialist referrals?
…the Greenbrook Hounslow Patient Group
…the Summary Care Record
the Electronic Prescription Service

How do I register with your practice?
Please visit our New Registrations page.
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How do I obtain an appointment?
Routine Appointments
These can be booked on-line, over the telephone or in person at the surgery. They are pre-bookable up to 4 weeks in advance for routine reviews, assessment of existing or non- urgent medical problems and medication reviews. It is advisable to book well in advance as advanced appointments for your preferred GP may be limited and go very quickly.

Same Day Appointments
These appointments are held back for release on any given day and are to accommodate the needs of those patients that need to be seen on the day.

Emergency Appointments
If you feel that you qualify as an emergency then you can ask for an emergency appointment.
  • Emergency appointments are only available on the same day.
  • In some cases you may be called back by a doctor or nurse to discuss your condition before being offered a face-to-face appointment. You will only be seen and treated if the doctor or nurse feels that you really do need an emergency consultation.
  • There is no choice as to which doctor or nurse you will see.
Appointments: Please Click here  for futher information

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How do I access online services to book or cancel an appointment, order repeat prescriptions or change contact details online?
All our GP practices offer online appointment booking and cancellation and repeat prescription services online. To access these service you will need to register for them to obtain a username and password. Please contact the surgery to do this.

Appointment booking
  • Patients can book and cancel appointments online.
  • They can also view past and future appointments.
Repeat prescriptions
  • Patients can view and request repeat prescriptions online.
Change contact details
  • Patients can submit changes to their postal address, telephone numbers and email address.
Benefits for patient:
  • Our online services are simple to use and offer patients more flexible options.
  • They are of particular use to busy patients, patients who wish to take care of things outside normal office hours and those needing to urgently book an advance appointment.
  • Patients not on the internet can also benefit indirectly as a reduction in telephone calls should make the practice more accessible.
  • Online services are available 24 hours a day, seven days a week.
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How do I obtain telephone advice?
Our clinicians are more than happy to offer telephone consultations, should you wish to talk to either a doctor or nurse without coming in to the surgery.
Please ring prior to 11.00am to request a telephone consultation. If the clinician is unavailable at that time, the receptionist will take a message and ask the clinician to call you back.
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How do I obtain a home visit?
If you really cannot attend the surgery then a home visit may be arranged during surgery opening hours by requesting the visit by telephone. Where possible please call before 10am.
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How do I order a repeat prescription?
Initially, all prescriptions need to be given by a doctor. If you would like to order a repeat prescription which has already been set-up, please submit your repeat prescription form to the surgery or you can use our online service (see above).
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How do I get tests and their results?
Please contact the surgery after 11 am for results of tests 3-4 days following submission of specimen or as instructed by doctor or nurse. The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person for whom they relate unless that person has given written permission for the release of the results.
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How do I get a sick/fit note?
The Doctor will only issue a sick note after you have been off work for more than five working days. You can obtain a self-certification (SC1) form from either your employer or a post office and this will cover you for the first five working days. Thereafter you will need to see a doctor.
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How do I get an exemption form?
You can obtain an exemption form from reception. However, you must get it signed by a doctor before it is an official document.
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How do I get a MATB1 form?
You can obtain an MATB1 form from reception. However, you must get it signed by a doctor before it is an official document.
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How do I get a referral to see a specialist?
A doctor will need to see you before you can be referred to see a specialist. The doctor will make the decision whether you need to see a specialist and which type of specialist you should see.
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How do I get my driving licence form completed and how much does it cost?
You must have been registered with the surgery for at least two years. Please complete the form (obtainable at the Post Office) and bring it into the practice along with your payment (please ask at your GP Practice for the cost and payment methods).
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How do I express preference of practitioner?
All patients have the right to express a preference of practitioner (for example to see a male or female doctor or nurse). Please let us know of your preference when making your booking and we will accommodate your request where at all possible.
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How do I make a complaint?
We aim to resolve concerns patients may have immediately. However if you feel you need to complain formally please please contact the manager of your GP Practice in person, by telephone or by  sending us an online message . If you would like to contact our commissioners about any concerns you have, their contact details can be found  here .
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What if…?

…I have not got a telephone?
You can come in and consult our reception for information.
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…I do not receive my medical card?
The health authority for Hounslow has stopped issuing medical cards and you will not receive one unless you specifically request it. Phone the Ealing, Hammersmith and Hounslow Health Authority on 020 8893 0303.
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…I move house?
Provide us with your new address and we will inform you if you need to change surgery.
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When is…?

…a repeat prescription ready for collection?
A repeat prescription will generally be available by 4:30 pm two working days after you ordered it.
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…the surgery open during public holidays?
Most of our GP practices are closed on public holidays. Our Ashford GP Practice and Walk-in Centre is open 365 days a year. See the page for your practice for more detailed information on opening times.
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What is…?

… the Care Quality Commission (CQC) and how are GP Practices regulated?

The Care Quality Commission (CQC) is the independent regulator of all health and social care services in England. The CQC’s job is to make sure that care provided by hospitals, dentists, ambulances, care homes and services in people’s own homes and elsewhere meets national standards of quality and safety.

All Greenbrook’s services are registered with and regulated by the CQC.

For more information visit http://www.cqc.org.uk/

…the “Choose & Book” system for specialist referrals?

Choose and Book is a service that allows you to choose your hospital or clinic and book an appointment with a specialist.
Since summer 2004, Choose and Book has been introduced across England. It will eventually be available to all patients.
When you and your GP agree that you need to see a specialist, you will be able to choose from at least four hospitals or clinics. You will also be able to choose the date and time of your appointment.

The benefits of Choose and Book:
  • You experience greater convenience and certainty. With the old system, your hospital or clinic chose the date and time of your appointment. This may not have been convenient for you. With Choose and Book, the choice is yours.
  • You can choose from at least four hospitals
  • You can also choose the date and time for your appointment
  • Less chance that information will get lost in the post because more correspondence takes place through computers
For more information see the Choose & Book NHS Website –www.chooseandbook.nhs.uk
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…the Patient Participation Group?

A Patient Participation Group (PPG) is similar to the Parent Teacher Associations which work with many schools. A PPG ‘belongs’ to a GP Surgery and takes an interest in the general healthcare of the patients registered with the Practice. Click here to find out more about what a Patient Participation Group does.

Future Events
If you would like to find out more about the Patient Participation Groups in our GP surgeries, their activities or have advance notice of future events, please contact your practice by email.
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…the Summary Care Record?

The Summary Care Record (SCR) is a secure electronic record of patients’ vital health information, which can be shared between healthcare staff directly involved in a patient’s care, ensuring essential information is available at the point of treatment. This scheme gives doctors and nurses access to information about a patient’s allergies, current medication and any adverse reactions they may have had to medication in the past. Allowing medical staff access to this information reduces the chance of misdiagnosis, being prescribed the wrong medication or suffering an allergic reaction – especially in emergency situations.

If a healthcare professional, other than your own GP, needs to view an SCR, they will first ask the patient for permission, unless it is an emergency, for instance if the patient is unconscious.

For more information please see the NHS's  dedicated website .

You are able to opt-out of the service should you wish. If you do opt out, out of hours and emergency staff will be unable to access recent medical history. If you wish to opt out  click here   for more information including a form to  download to complete and return to your GP Practice.
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…the Electronic Prescription Service?

Starting with our Hounslow GP Practice, Greenbrook is rolling out the Electronic Prescription Service to all our GP Practices. This service allows you to nominate a preferred pharmacy, so that your GP can send all future prescriptions electronically to that pharmacy.
This will  not  affect the way that you order / request prescriptions. 
Benefits for you
  • If you get a repeat prescription, you will not have to spend your time going to your GP practice each time to pick up your paper prescription. Instead your GP will send it automatically to the place you choose, with less chance of it getting lost.
  • Nearly all pharmacies will be connected to the service, so you will be able to get your medicines from any pharmacy you choose – whether it’s near home, work or the shops.
  • You may not have to wait as long for your prescription items, as often there will be time to get your repeat prescription items ready before you arrive. If any of the medicines on your prescription are out of stock when the pharmacist receives your prescription, they can be ordered in ready for you.
If you would like to take advantage of this service and haven’t yet completed a nomination form, you should ask your preferred pharmacy to set your nomination. You don’t need a computer to do this.

If you do not wish to use the service, you do not need to do anything. You will continue to get paper prescriptions as you do now.
A full list of pharmacies who are offering electronic prescriptions is listed on  NHS Choices Website . You will see ‘ Electronic Prescription Service Available here’  next to the name of the pharmacy listed.
More information about the Electronic Prescription Service is available from your local pharmacy, at the GP surgery or on-line by  clicking here .
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Although we aim to provide a consistent service, we reserve the right to change any claims, functions and processes occurring on this website and in our surgeries at any time and without prior notification.
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