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Noticeboard

Telephones

 

If you know which option you need when you contact the surgery via phone you don’t need to wait for the prompt to select your number. As soon as the recorded message starts press the correct number and you will be transferred directly to the correct department. Below are the available options.

Option 1 - Emergencies (only for medical emergencies, no other calls will be taken on this line)

 

Option 2 - Appointments/Reception

Option 3 - Home Visits

Emergencies

If a doctor is required in an emergency telephone 01274584223

Home Visits If you are too ill to attend surgery and need to request a home visit please contact the surgery before 10:00 a.m.

The Emerald Suite

The Emerald Suite runs specialist services, some of which are hospital services that are run in the community rather than at hospital.  Access to these services is via the GP.

Cancelling your Appointment

If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the link at the bottom of this page to cancel your appointment.

New Patients

If you wish to register with us please telephone or call in and make an appointment to see the practice nurse for a new patient interview.  You will be asked to complete a registration form and you will need to bring 2 forms of identification e.g. passport and recent utility bill.

Up to Date Information

 

For many of our patients we don’t have up-to-date details of Smoking and Alcohol consumption. It would be of great assistance to us if you could click on the link at the bottom of the page “Your Clinical Record” and fill in these details. Please be assured that this is confidential.

Research

Windhill Green Medical practice is involved in clinical research with the Primary Care Research Network.  As a patient you may be invited to participate however you can decline or later withdraw without there being any question that this will affect your future care and treatment at the practice.

Prescriptions

Following guidance from the Department of Health regarding safety issues surrounding telephone ordering from the 5th November 2012 the practice will no longer be able to accept telephone requests for repeat prescriptions. 

There are many ways in which you can order you repeat prescription. The most effective way is online and you can also book GP appointments too! Just ask reception how to sign up. You can also leave your repeat order slip at reception or post the slip, ticking exactly what you need. Alternatively you can ask a chemist to order them on your behalf on a monthly basis.

SystmOnline Changes

If you are registered for using SystmOnline, you will now be able to access basic information held within your medical record. The information held is as secure as your entire medical record, the data is stored in the same way.

pad_and_penSuggestions & Complaints


We make every effort to give the best service possible to everyone who attends our practice, however, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Simply contact Mrs E Bates, Practice Manager, and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area. 
  
 WINDHILL GREEN MEDICAL PRACTICE - COMPLAINTS PROCEDURE
 
If you have a complaint or concern about the service that you have received from this practice or any of the staff working here, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints. 
 
How to complain
 
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. Complaints should be made;
 

  • Within 12 months of the matter which caused the problem; or
  • within 12 months of becoming aware you have something to complain about.


 
You should contact or write to Mrs E Bates, Practice Manager, or your practitioner if you wish to raise a concern or make a formal complaint. You may ask for an appointment with Mrs Bates or your practitioner to discuss your concerns. He/she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It would be helpful if you can give us specific details of what you feel went wrong and what outcome you would like.
 
What we shall do
 

We shall acknowledge your complaint within three working days, and offer to discuss your concerns and agree the way forward with you. We will investigate your complaint and aim to provide you with our findings within a time frame agreed with you.
 
When we look into your complaint, we shall aim to:
 

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would find this helpful;
  • make sure you receive an appropriate apology;
  • identify what we can learn from your complaint and what we can do to make sure the problem doesn’t happen again in order to improve our services.


Complaining on behalf of someone else
 
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. 
 
Parliamentary Health Service Ombudsman (PHSO)
If you do remain dissatisfied you can approach the PHSO with your complaint. This should be done within 12 months of the final outcome of the practice complaints procedure. You can contact the PHSO, Millbank Tower, Millbank, London, SW1P 4QP or telephone 0345 015 4033
 
Independent help and support
 
You may also like to contact ICAS, the Independent Complaints Advocacy Service who can offer you independent help and advice in making a complaint. The telephone number to contact is 0845 120 3734.

 
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