New Patients – Information about our services

Welcome to Stanwell Road Surgery

 So we can provide you with the care that you need there are a 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 is particularly complex, our nurse will book you a follow-up 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 Cancellations

If you cannot attend your appointment, please cancel it as soon as possible so that we can help another patient. At least 24H before the appointment. You can cancel an appointment:

• by following the link in the appointment confirmation
• through the NHS app
• Call the practice on 01784 730580, and use the automated cancelling system, or speak with a staff member

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. Ultimately, however, patients are expected to take responsibility for attending appointments they have arranged.

If you require an on-the-day appointment, you will be asked to complete an online request form. Separate forms are available for adults and children. Please see our appointment page HERE.

If you are unable to complete the form yourself and do not have anyone to assist you, a member of our reception team can help you complete it either over the phone or in person.

All appointment requests are treated equally, regardless of how patients contact the practice.

After submitting the online form, some patients may be offered the option to self-book an appointment without needing to speak to the reception team. The appointments available for self-booking will depend on the urgency and nature of the request.

In some cases, requests will be reviewed manually by the on-call GP before an appointment is offered. This is more likely for:

• Children’s medical requests
• Situations where no appointments are available
• Requests where email details do not match the practice records

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 cancellations might count as DNA.

Please read our DNA (Did Not Attend) Policy HERE

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

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 the full policy HERE

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:
•  book and cancel appointments
• 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 

Surgery Details

• Contact Number: 01784730580
• Address - 95 Stanwell Road, Ashford, Middlesex, TW15 3EA
• For further information about the practice Click Here 

Other Policies:

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