Frequently Asked Questions

Q) Will the way I order my medication change?

A) No, you will still need to request your medication either directly at the practice, on-line or via fax//post.

Q) If I don’t get a paper prescription any more, I won’t get a repeat order form so how do I request my next prescription?

A) The pharmacy will give you a repeat order form when they give you your medication.

Q) How long will my repeat prescription take?

A) Please allow 2 full working days for us to process and send repeat prescriptions. Prescriptions are not processed at the weekend.
N.B. If an update or review is needed please allow more time as the doctor may need to see you before issuing more medication.

Q) If my prescription is electronic, how will you know where it is?

A) There is an audit trail on the computer so we can see if it is still at the practice awaiting approval or has been sent electronically to the pharmacy.

Q) Can all medication be sent using this electronic system?
A) No. Certain medications, such as as controlled drugs, must still be prescribed in paper format at present.

Q) I have prescriptions for catheters sent by post to the appliance company. What will happen to these?

A) These can still be printed and sent by post or you may nominate a Designated Appliance Company to receive them electronically.

Q) The pharmacy currently orders and collects my paper prescriptions. Will these automatically be converted to electronic ones?

A) No. If you wish to change to electronic prescribing, you will need to nominate your chosen pharmacy to receive your prescriptions electronically. If you do not wish to change, then paper prescriptions will still be produced for collection.

Q) My paper prescription is currently sent automatically to the pharmacy. Will anything change?

A) If you have nominated your pharmacy to receive electronic prescriptions as well as paper ones, then your prescription will be sent to them electronically in future.

Q) I use different pharmacies depending on where I am. Is this service suitable for me?

A) This service is more suitable for people who use the same pharmacy all the time, however you may be able to request a different pharmacy as a ‘one-off’.

Q) I was using one pharmacy all the time but now I want to change to a different one. How do I do this?

A) You can change your nominated pharmacy either by informing the old or new pharmacy or by informing the practice (forms available at reception).

Q) I have started using the Electronic Prescribing Service but find it does not suit me. Can I go back to paper prescriptions?

A) Yes. Please inform your pharmacy.

Q) I have moved here from another area which was already using the Electronic Prescribing Service. Will my nominated pharmacy be changed automatically to a local one?

A) No. When you register with the practice we will remove the existing nomination to prevent prescriptions unintentionally being sent to a pharmacy which may be many miles away. Please choose a new pharmacy that is convenient for you and let them know

Comments, Suggestions & Complaints

Suggestions, comments or complaints are welcomed and should be addressed to Helen Procter, Practice Manager.

NHS Commissioning Board (NHSCB)  0300 311 2233.

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The NHS Commissioning Board, known as NHSCB, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

NHSCB also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does NHSCB do?

In particular, NHSCB will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Confidentiality & Medical Records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Patients who do not attend appointments create problems for other patients awaiting appointments. This currently equates to 120-150 missed appointments per month. Patients are requested to let us know as soon as possible if unable to keep an appointment.

This practice has a zero tolerance policy on abusive, aggressive or violent behaviour. In the case of violence, this will be reported immediately to the police and the patient concerned will be removed from the Practice list and will have to attend an alternative centre. In the case of abusive or aggressive behaviour, the first step will be a letter to the patient explaining that this behaviour is unacceptable. After a second warning the details of the patient will be sent to the tPCT who will find another doctor for the patient.