Winter Flu Campaign 2011
If you need a Flu (or Swine Flu) Vaccination this year, please ring the Surgery anytime after 11:00 from mid-August to make an appointment. 

WE ARE A YELLOW FEVER CENTRE!   

You do not have to be registered with us to access this service

Travel Clinic
We can provide a full Travel Health Service to ensure your health is protected when you go abroad. 

Out of Hours
We are covered by the Frimley Primary Care Services Limited, based at Frimley Park Hospital and accessed by dialling 01189 365649.

Prescriptions
There are several ways to request or collect your prescriptions. Please check under the 'Prescriptions' page

Test Results
We are extremely busy with telephone calls for the first 2 hours of the morning - to help us please do not phone for results until after 10.00 a.m.

Home Visits
Visits should be requested, where possible, before 10.00 a.m.  They are made only at the doctor's discretion.  Please ensure you leave a contact number and address when phoning, as the doctor is likely to phone you before making the home visit.

Suggestions & Complaints

We hope that you will not need to use the complaints procedure, but, if you have a problem, please contact the Practice Manager in the first instance.  She will arrange to speak to you, or suggest a time for an appointment to see you, when mutually convenient.

We follow the standard NHS complaints procedure and your complaint will be dealt with in a timely and efficient manner.

Don't forget, We would be pleased to hear from you when you feel praise is due as well!

Complaints Form

for completion and return to the Practice or your GP, should you not wish to contact the Practice Manager initially.

Practice Charter

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our Responsibilities to You:

• You will be greeted courteously
• You will have a right to confidentiality
• You have the right to see your medical records subject to the limitation of the law
• You will be seen the same day if your problem is urgent
• You will be seen by your own doctor whenever possible
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation, if available, on request (after 10.00 am), or at your next appointment
• Your repeat prescription will be ready within 2 working days of your request (excluding weekends and bank holidays) 
• Your suggestions and comments will be considered sympathetically and any complaint dealt with quickly

Your Responsibilities to Us:

• Please treat all Surgery Staff with respect
• Do not ask for information about anyone other than yourself
• Tell us of any change in name, address or phone number
• Only request an urgent appointment if appropriate and home visits only if you are really too ill to attend Surgery
• Cancel your appointment if you are unable to attend
• Be punctual but prepared to wait if your appointment is delayed by an emergency
• Use the tear-off slip to request repeat prescriptions.
• Do let us know whenever you feel we haven’t met our responsibilities to you

Data Protection Act (DPA)

The Data Protection Act 1998 gives every living person the right to apply for access to his or her health records. The exception to this are the records of deceased persons which are still governed by Access to Health Records Act 1990.  The Act does not provide applicants with a right to directly inspect their health records, but this may be arranged at the discretion of the Data Controller. Patients are allowed to see their records subject to given exemptions and unless compelling reasons to the contrary.

• Requests for access to health records must be made in writing to data controller or own GP or  records manager at hospital for hospital records.
• There will be a charge for this service
• Time limit for access is restricted to 40 days from when data controller has all information and fee has been paid
• Individuals may request access covering certain periods - this will reduce costs
• Individuals may NOT change anything or remove originals from their records. Should there be anything the individual disagrees with it will be discussed with their GP and a written note made if problem is with written notes; computer entry if in computer record

Patients moving abroad may not take their records to their new GP but can request a summary of their treatment. If their records have already been sent to the local health authority they will need to apply there instead.

Access to children's records can be applied for but there are certain restrictions.

Access to a deceased person's health records are covered by the 1990 Act. Their personal representative, executor or administrator or anyone having a claim resulting from the death has the right to apply for access. The request must be made in writing to the record holder and a fee is payable. Records are normally kept for 10 years; hospital records for 8 years.

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Data Protection Act

Your personal details and medical records are held on computer and in writing. We confirm that we comply with the provisions of the following Data Protection Principals (1998/99) (in summary):

• Any information will be fairly and lawfully processed
• The information will be used in the provision of patient care in NHS hospitals, community services, family practice or in private health care institutions. Abstract information may be used for research or statistical analysis.
• The information will be adequate, relevant and accurate
• The information will not be kept longer than necessary (for as long as you are registered with this Practice)
• Information will only be divulged to a third party with your written consent.
• Information will be held securely within the Surgery
• Information will not be transferred to countries outside the EEA without adequate protection.

This Surgery supports the NHS Zero Tolerance Guidance.

If you are rude or aggressive to our staff, you will be told of this, and the incident will be recorded in your notes. If this happens on a second occasion you will be removed from our list and will have to find another doctor; the PCT will be advised of our decision.

No member of the Practice may discriminate against, or treat unfairly, another member of the practice, a patient or a member of the public attending the surgery, on the grounds of gender, race, nationality, ethnic origin, colour or creed, age, marital status, disability, medical condition, social background or sexual orientation.

This also applies to the patients and public in general.

Respect and dignity are the right of everyone, staff, patients and members of the public. 

Please let us know if you feel we are failing in this respect.