When and how can you contact us?
Alperton Medical Centre is open from 8.00am to 6.30pm, Monday to Friday.
Throughout these hours you, or your carer on your behalf, can:
· Visit the practice
· Call us
· Go online using the practice’s website or the NHS App.
You can choose the way you contact your practice based on what is best for you.
When we are closed, what can you do?
If you need urgent help for your physical or mental health when we are closed and you cannot wait until we open, please go online to 111.nhs.uk or call 111. They will tell you what to do next.
What if it is an emergency?
If it is a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by phone, on-line or visiting your practice, you may be asked to give us some details so we can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
· An appointment that day or a subsequent day
· A phone call that day or a subsequent day
· A text message responding to your query
· Advice to go to a pharmacy or another NHS service.
Our practice team will decide what is best for you based on your clinical need. We will not tell you to just call back the next day.
Who might help you?
You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse, pharmacist or physiotherapist.
If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional. We will try to meet your request although you might have to wait longer for that person to be available. It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.
From what age can you see a GP on your own?
If you are 16 or older, you can make and go to appointments by yourself.
If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that is appropriate for you.
What if you need extra help?
If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.
If you need to discuss more than two problems, please let us know – so that we can facilitate it.
If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, please let us know and we will try our best to help.
How do you register with us?
You can:
· Call or visit a local practice
· Use Find a GP online.
· Please visit the link as follows : https://alpertonmedicalcentre.co.uk/join-the-surgery
Out of area Registration:
You can find out if you live within our catchment area by visiting:
https://alpertonmedicalcentre.co.uk/join-the-surgery please enter your postcode in the practice boundary and press the search button.
If you live out of area, we can still register you; however, we will request you to sign a letter of disclaimer to understand that it is not mandatory for the GP practice to visit the patient at home.
Do you need ID or proof of address?
No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP. You can also register with a practice if you are homeless.
As a member of the Safe Surgeries community, we will endeavour to support other Safe Surgeries and the development of the network. Don’t have documents? Do not worry; view the Safe Surgeries Documents poster for more information.
Can our practice say no to register you?
We will write to you within 14 days if we say no and explain why. We can only say no for a good reason, like if you live too far away or their patient list is closed. For example, we will not say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.
Can you choose which hospital or clinic you are referred to?
If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.
We will try our best to accommodate your choice unless it is not possible for practical and reasonable reasons. In this case, we will inform you accordingly.
If you are new to the UK
You can still register with us. It is free to use and your immigration status does not affect your right to register with a GP.
If you are away from home but still in the UK
If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you are staying.
When you call us or visit us- we will advise you if we are not able to see you on the day due to lack of capacity. In this case, we may offer you another alternative such as calling 111 or visiting the nearest pharmacy.
You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.
Do general practices charge for anything?
NHS GP services are free. However, if you ask the GP to do private work (like writing a letter for insurance), we will charge a fee. The British Medical Association (BMA) suggest fees that GPs may charge their patients for non-NHS work (i.e. work not covered under their contract with the NHS) in order to help GPs set their own professional fees. We use the BMA fees as a guidance only and the practice will determine the charges accordingly.
How should everyone be treated?
The practice should treat everyone fairly, kindly and respectfully. Likewise, you should also treat staff with respect. The practice can remove patients from their list if they are violent or abusive to staff.
To learn more about your rights, you can read the NHS Constitution.
How can you help your general practice?
1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call back can affect other patients.
3. Cancel if needed if you are unable to keep your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
4. Use the NHS App or website: If you are confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
5. Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you do not run out, and only order what you need. We do not take repeat prescriptions over the phone. Please order it by email: nhsnwl.alpertonmedicalcentre@nhs.net
7. Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you could join.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager- Vindhya Chandrapala.
If you do not feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.
You can also give feedback about your practice to your local Health watch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care.
Health watch is independent and impartial, and any information you share with them is confidential. To find your local Health watch visit the Healthwatch website.
You can access the NHS England YYGP document through here:
https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/
Additionally, you can access translated versions of the document here.
Name of the Nominated Lead
Vindhya Chandrapala is the nominated lead who can act as a liaison between the practice and patients if there are any feedbacks or concerns. Email address is nhsnwl.alpertonmedicalcentre@nhs.net