CARING FOR YOUR HEALTH IN PARTICIPATION WITH YOU
We - the Integrated Care Partnership - aim to offer
- First class GP services in our two surgeries - The Old Cottage Hospital Surgery and Fitznells Manor Surgery
- A high standard of service at our increasing range of in - house clinics
- The most appropriate and effective referral to specialist services where these cannot be accommodated in our own clinics
Health services are increasingly a partnership between patient and doctor. We believe it is important to set out what we intend to do as part of this partnership and also how you in turn can help us to help you.
WHAT WE WILL PROVIDE FOR YOU AND YOUR FELLOW PATIENTS
- An effective, friendly and confidential consultation with our GPs. We aim to provide an accurate diagnosis and to ensure that your condition and any treatment required is fully and clearly explained
- A safe environment with adequate access facilities for all patients
- A friendly and responsive reception service, building on the new telephone system we have introduced
- An appointment with any doctor on the day of your call or with a doctor of your choice up to 5 working days in advance
- Seeing your doctor within 30 minutes of your scheduled appointment time. Where a doctor is unavoidably running late you will be informed by reception
- Easy access to the appointment system for the clinics which we run
- The provision of repeat prescriptions wthin 24/48 hours. Urgent prescriptions will be provided the same day
- Test results available from reception after 11am. You will then be given the result, asked to speak to a doctor or to make an appointment. Doctors will ensure that the patient knows if the results are significant
- Clear communication between the practice and our patients. A new and increasing range of information leaflets are now available in surgeries. We also have a web site - www.integratedcarepartnership.co.uk
- Close co-operation with our patient group ' Patients in Participation ' ( PIP ). Working with them, we have already made improvements to the appointment system and patient information. We encourage you to draw issues, other than individual specific complaints, to their attention. They can be contacted via -
Sue Ebanks
Practice Services Manager
The Old Cottage Hospital Surgery
Alexandra Road
Epsom
Surrey KT17 4BL
- A clear complaints procedure through Sue Ebanks. You will receive an acknowledgement within two working days and a more detailed reply within two weeks.
HOW YOU CAN HELP US TO HELP YOU
- Please be full and frank in discussing your condition with your doctor. This will help him or her to offer the best possible response
- We want you to be fully aware of the implications of any treatment proposed. Do not be afraid to ask questions
- Please only use the telephone system before 11am for making an appointment, or for an urgent call
- If you cannot keep an appointment with a GP/Nurse or one of our clinics please let us know as soon as possible. Currently, approximately 200 appointments per month are not kept. This is unfair to your fellow patients who otherwise might have been seen earlier.
- Please be punctual in attending your appointment and book in at reception as soon as you arrive
- As most of you know we have very limited parking at both of our surgeries. Please try to use alternative parking wherever possible
- We do not deal with repeat prescriptions over the telephone. The safest methods are by letter, personal visit or through the arrangements which can be made with local pharmacies. More information on this last option is available from reception
- We will always endeavour to make home visits in priority cases. However, please do not request them unnecessarily
- Please make use of the information leaflets we are introducing in the surgeries, and the web site which is now available. We hope these will answer many of your questions.
