New Patients – Information about our services

Welcome to Stanwell Road Surgery

 So we can provide you with the care that you need there are few things that you need to know as a new patient:

-         New Registration Health Check

Once registered, you will be asked to make an appointment with our nursing team for a new patient health check. This appointment enables us to collect medical information before your medical records arrive from your previous practice. It is also the start of screening for other medical problems. If your medical history if particularly complex our nurse will book you a follow up an appointment with a GP.

You will need to complete a new patient check before seeing one of our GPs. If you are on any regular medication please ensure you have received sufficient from your previous practice before registering as we may not be able to issue a repeat prescription immediately.

-        Appointments and Cancelations

We operate a very strict appointment DNA policy.  If you cannot attend or no longer need an appointment, please ring us in advance – at least 24 hours before the scheduled appointment.

Mistakes happen, and the Practice understands that appointments can be forgotten or overlooked.  However, each patient receives several text message reminders, including 24 hours before the appointment. If you are not receiving these please check with Reception to make sure we have the correct contact details for you. Please note that text messages are a courtesy service the practice offers and are not a contractual obligation.

If you require an on the day appointment this can booked by calling the practice at 8am. The practice does not accept any other form of request to book appointments.

If after your successful registration, you fail to attend your first appointment, without a valid reason, we will remove you from our patient list. Any on the day cancelations will count as DNA.

Please read our DNA (Did Not Attend) Policy here: https://www.stanwellroadsurgery.nhs.uk/about-us/our-policies/1185

-         Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the staff working at this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

Please read our complaints Policy here: https://www.stanwellroadsurgery.nhs.uk/about-us/our-policies/1192

-         Zero Tolerance Policy

As an employer, the practice has a duty to care for the health and safety of its staff.

The practice also has a legal responsibility to provide a safe and secure working environment for staff.

All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning zero tolerance.

The practice has a policy of zero tolerance of verbal and physical violence towards GPs, staff or other patients.

Please read full policy here: https://www.stanwellroadsurgery.nhs.uk/about-us/our-policies/1448

-         NHS App

The NHS App gives you a simple and secure way to access a range of NHS services. Download the NHS App on your smartphone or tablet via the Google play or App store. You can also access the same services in a web browser by logging in through the NHS website.

These are some services that are available by using the NHS App:

-          order repeat prescriptions and nominate a pharmacy where you would like to collect them

-          view your GP health record to see information like your allergies and medicines (if your GP has given you access to your detailed medical record, you can also see information like test results)

-          book and manage COVID-19 vaccinations

-          register your organ donation decision

-          choose how the NHS uses your data

-          view your NHS number (find out what your NHS number is)

-          use NHS 111 online to answer questions and get instant advice or medical help near you

-          view and manage your hospital and other healthcare appointments

For more information about the NHS app please use the following link: https://www.nhs.uk/nhs-app/

 

-         Prescriptions

We are encouraging all patients to request repeat prescriptions electronically (using the NHS App or through our website) rather than on paper for data protection and safety and to save our trees.

Please allow 3 working days excluding weekends and bank holidays when ordering repeat prescriptions. We operate a 3 working day policy for repeat medication; please make sure you make your request 3-5 working days before you run out.

Please read the full Policy here: https://www.stanwellroadsurgery.nhs.uk/about-us/our-policies/1191

Surgery Details

Contact Number – 01784730580

E-Mail – stanwell.road@nhs.net

Address - 95 Stanwell Road, Ashford, Middlesex, TW15 3EA

For further information about the practice please follow this link: https://www.stanwellroadsurgery.nhs.uk/our-surgeries/stanwell-road-surgery/

 

Other Policies:

https://www.stanwellroadsurgery.nhs.uk/about-us/our-policies/