INFORMATION

 

Appointments

Appointments are usually made for 10 minutes and are for one patient only. If you think your problem may take longer, please ask for a double appointment when booking.

In order to help manage the increasing demand for appointments, at busy times we operate a triage system whereby you may be given an option to talk to an experienced Nurse Practitioner by phone in order to assess your needs. After this has occurred the Nurse Practitioner will decide to either:

  • Invite the patient to attend the surgery to see her.
  • Make an urgent appointment to see a GP that same day.
  • Make an urgent appointment to see a practice nurse that same day.
  • Make a non-urgent / routine appointment to see a doctor when the next routine appointment becomes available.
  • Make a non-urgent / routine appointment to see a practice nurse when the next routine appointment becomes available.

It is important to note that the advice given will be on the information given by the patient and it is therefore important to ensure that the Nurse Practitioner is aware of all the facts. If the condition gets worse it is important that you contact the practice immediately.

Emergency Appointments
In case of requiring an urgent appointment during the day ring 01562 822015. A practice doctor is always on duty between the hours of 08:00 and 18:30 on weekdays.

Telephone consultations
We also have the facility for book ahead and book on the day telephone consultations. These can be particularly useful for patients who want advice or who are being followed up by a GP for a condition that does not require face to face contact.

Late Evening appointments
Each Monday evening we offer ‘extended hours’ surgeries with routine pre-bookable  appointments up until 8.35pm. These are particularly aimed at patients who are in work or education during the day. On all other evenings we have pre-bookable appointments up to 5.50pm.

Out of Hours Care

If you require assistance between 6.30pm and 8.00am Monday to Friday or between 6.30pm Friday evening and 8.00am Monday morning, you should telephone 111.

NHS Direct

Is being discontinued.  If you require assistance out of hours that is not an emergency please ring 111.

Call 999 in an emergency. Chest pains and / or shortness of breath constitute an emergency.

Repeat Prescriptions

We do offer repeat medication ordering online.  If you would like to do this then click on the Patient Access tab on the right of our home page and register with us.  Please leave 48 hours after ordering your medication online in order for us to receive and prepare your prescription.

We use our computer system for recording and printing repeat prescriptions. This allows you to obtain your regular medication easily without the need for an appointment but enables the doctor to keep a close check on repeat prescribing.

If you prefer to post your computer generated “re-order” slip to us, enclosing a SAE, we will post it back to you with the new prescription.

Please allow 48 hours for the prescription to be prepared.

Home Visits

If you ask for a home visit you will speak to a doctor personally.

It helps us plan our workload if you ring before 10.30am.

Home visits are reserved for those patients who are housebound and medically unfit to leave the house.

Test Results

Please telephone the surgery after 12 noon and speak to a receptionist for the result of any investigations, x-rays or blood tests which you may have undergone.

It helps if you can tell the receptionist the date the test was done and the nature of the test, to eliminate the possibility of you being given the wrong results.

Please allow at least a week before contacting the surgery for the result.

Registering as a New Patient

To register as a patient, please telephone 01562 822015 for Aylmer Lodge or 01562 850770 for Cookley and tell the receptionist that you wish to join our list. Registration is with the partnership as a whole but you are entitled to express a preference as to your “usual doctor”. Obviously, clinical commitments and holidays mean that it will not always be possible to see that doctor.

The partnership will release information including your name, age and date of birth to the Primary Care Trust or their nominated agency so that you can be registered as an NHS patient. Similar information will accompany referrals from this Practice to other NHS bodies for clinical services, including out-patient appointments, X-rays and laboratory tests. Such referrals are only made with your implied consent.

New Patient Check-Ups

All new patients are asked to complete a questionnaire and are offered an appointment with the registering doctor.

Temporary Residents

If relatives or friends require medical attention whilst staying with you, we can treat them under the Temporary Resident system. Please tell the receptionist if a patient is a temporary resident. Conversely, if you require medical attention while outside our practice area, you can contact any doctor practising in that area and request to be treated as a temporary resident.

New Patient Health Check

All new patients are asked to complete a questionnaire. You are entitled to make an appointment for a health check with a GP or nurse. Please ask at reception or telephone:
01562 822 015 for Aylmer Lodge Surgery
or
01562 850 770 for Cookley Medical Centre

Practice Leaflet

You can download a copy of our Practice Leaflet here.

Information about You

When you register with the practice, the partnership will release information including your name, age and date of birth to the Primary Care Trust or their nominated agency so that you can be registered as an NHS patient. Similar information will accompany referrals from this Practice to other NHS bodies for clinical services, including out-patient appointments, X-rays and laboratory tests. Such referrals are only made with your implied consent.

If you wish us to disclose any information to any other third party, this can only be done with your written consent. You are always entitled to ask for a copy of such information.

The Practice is registered with the Data Protection Act.

The Aylmer Lodge Surgery partnership provides NHS services under a contract with the Worcestershire Primary Care Trust, 01905 760000

Worcestershire Primary Care Trust will provide details of all primary medical services in this area.

Confidentiality

All medical services are completely confidential.

Even if you are under 16, doctors and nurses still have to keep anything you tell them private, just as they would for an adult.

In very exceptional circumstances – if your or another person’s safety is at risk, we may need to tell someone else. If so, we will tell you exactly what we intend to do.

Comments & Suggestions

If you have any suggestions or are unhappy with any aspect of our service, please do not hesitate to contact the practice manager, Ms Jayne Barraclough either by phone or email jayne.barraclough@nhs.net or any of the doctors. We aim to provide an efficient and friendly service.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Disabled Access

There is a ramp giving wheelchair and disabled access into the surgery at Cookley, with wheelchair access as standard in our new building at Hume Street along with a lift to the first floor. Toilet facilities and parking are available. The Cookley Practice is in an adapted building and some of the corridors are not as wide as modern specifications might dictate.  The Aylmer Lodge Practice is now located in a purpose built building which gives easy access for all patients.