Making An Appointment

To ensure that everyone has access to appointments when they need them, these are bookable in a number of ways:

Each appointment is scheduled to last 10 minutes. If you have a lot to discuss then please ask if a double appointment is available.

Booking ahead: Some appointments are available up to two weeks in advance.

• at the start of morning and afternoon surgery.
• Monday evenings
• On the second Saturday of each month

Urgent appointments: Most of our appointments are available within 24 hours.

• Some appointments for morning surgery are available from 5pm the previous day, the rest from 8.30am the same day.
• Appointments for afternoon surgery are available from 8.30am the same day.

Telephone Appointments: Are available on the same day at the end of morning and afternoon surgery either with your regular doctor, or with another doctor or nurse practitioner if you need urgent help and your regular doctor is not available.

Extended hours:From July 2011 extended hours clinics will be available every Monday evening (18:30 – 20:30) and on the second Saturday (9:00 – 11:30) of the month. During these times a wide range of GP and nurse clinics will be available, including - diabetes, CHD and family planning.

Missed Appointments: If you are running late please call and let us know as soon as possible. If you are late for your appointment the doctor or nurse may not be able to see you. If you miss your appointment we will write to you to explain that persistent missing of appointments will result in removal from our practice list.

Visits: The doctors can provide you with a much fuller service if you can get into the surgery, and we urge you to do this, if at all possible. However, if your illness means that you are unable to travel to the surgery, a doctor may visit you at home. Please phone before 10.30am to ask for a visit.

Access: The Consulting Rooms at Grange Road are on the ground floor and allow level access for people with physical disabilities. There are disabled toilet facilities.

Out Of Hours

If you call the surgery out of hours you will be automatically transferred to Brisdoc our out of hours service. Nurses are available at the Walk In Centre (Knowle West Health Park) until 9pm, or you can phone NHS Direct for advice on 0845 4647 (24 hours).

Local Patient Record Network: Grange Road Surgery is part of the Local Patient Record Network. This means that key areas of your medical record may be made available to approved local NHS hospitals and Out Of Hours care providers who may be responsible for your care out of hours or in an emergency.

This information will only be accessed by trained staff and only with your consent (unless you are too ill to give it). We believe that sharing this information will improve the quality of healthcare you receive, when you need NHS treatment outside of the surgery, but the choice to share this information is yours.

Results and Repeat Prescriptions

Getting results: Results are available over the phone from 2.30pm every day.

Ordering repeat prescriptions: No prescription requests are dealt with over the phone.

In person: Drop the repeat slip into the black collection box on the wall as you come into the surgery. If you don’t have a repeat slip, please speak to a Receptionist who will either print you out one or advise if an appointment with a doctor is necessary. Please leave 48 hours before coming to collect.

On the internet: If you would like to register for this service, please bring in photo ID with proof of address and ask for the Deputy Practice Manager who will then send you a password and instructions for use.

Patient Reference Group

Would you like to have a say about the services provided at Grange Rd Surgery?

We would like to hear your views.

By leaving your email and/or address details we can contact you every now and again to ask a question or two. Contact forms are available from reception and on the back of leaflets that are available in the waiting area.

You can also make contact using the following email address:

grangeroad.patients@nhs.net

We will not ask you anything about anything personal or medical, just general questions about the practice.
No personal queries can be dealt with via this group or email address.
If you do have questions about your care please do get in touch with us via the usual channels.

General Points to Note

Confidentiality: Please note we keep strictly to the rules of confidentiality and are unable to discuss any aspects of your care with anyone else unless we have your written permission to do so. Please also respect the confidentiality of others by standing well back from the reception desk.

Violent and Aggressive Behaviour: Both verbal and physical behaviour of this type will not be tolerated. Any patient who exhibits this behaviour will be removed from the practice list.

Meeting our patient`s needs:

We offer an individualised approach to care for our patients so encourage people to highlight where they have particular needs. For example, guide dogs are welcome in the surgery and we provide hearing loops and access to an interpreter service via Language Line if required. Please ask at reception if you require any help or would like to have a confidential discussion as we will do whatever we can to ensure we meet your individual needs.