The Old Cottage Hospital & Fitznells Manor Surgeries : 0844 412 2232
Stoneleigh Medical Centre : 020 8786 7744
Cox Lane Surgery : 020 8391 4859
THE APPOINTMENT SYSTEM
We are committed to a flexible system designed to meet the varying needs of our patients. Working with the Patient Participation Group ( PPG ), our patients' consultative group, we have identified improvements which have now be made to both the appointment system and the telephone system which supports it.
THE TELEPHONE SYSTEM
There is a single telephone number for both The Old Cottage Hospital and Fitznells Manor Surgeries - 0844 412 2232. It will no longer be necessary to ring repeatedly as you will be automatically entered into a queue. There will be a menu of options which will guide you to the person dealing with the service you require.
Please note that Stoneleigh Medical Centre & Cox Lane Surgery still retain their own individual numbers as above.
Please note that calls from BT land lines are charged at the normal local rate, but the cost of calls from a mobile phone may be higher and may vary according to your provider.
MAKING AN APPOINTMENT WITH THE DOCTOR
You will be able to request an appointment with a doctor on the day of your call (including emergency appointments)
OR
book an appointment with the doctor of your choice up to 10 working days in advance: subject to the availability of that doctor.
We offer late appointments at both The Old Cottage & Fitznells Manor Surgeries ( Monday to Thursday)
To help us keep to time please remember that 'one appointment for one patient' - if your problem is a complicated one and you think you may require a double appointment, please discuss this with the doctor or nurse.
CHAPERONE POLICY
When making an appointment, please let us know if you want someone to accompany you during an examination. Our Chaperone Policy is based on GMC Guidance and the MDU checklist on chaperones. For further information please see the leaflets entitled
'Making an Appointment with the Doctor/Nurse' which are available from each surgery.
OUT OF HOURS SERVICE
If you need to contact a doctor when the surgeries are closed, please dial the normal number & your call will be re directed to the Out of Hours Service—Thamesdoc.
Your call will be answered & details taken by a trained member of the administrative team and then passed to a duty doctor. Please note that calls are dealt with in order of priority.
Alternatively - you can telephone Thamesdoc direct (only Mon-Frid 6.30pm - 8.00am and Weekends Frid 6.30pm - Mon 8.00am ) on 0300 130 1305
NHS Direct is also available for Out of Hours advice on : 0845 46 47
OTHER SERVICES
In the interest of fairness we will be treating appointments with doctors and nurses as the principal priority between 8:30am and 11am each day. For those services listed below we would ask that you phone after 11am.
- Medical certificates
- Repeat prescription enquiries
- Test results enquiries
- Referrals which have been previously discussed
- Medication queries
- Travel vaccination
- Childhood immunisation enquiries
- Any other general enquiry
THE PATIENT PARTICIPATION GROUP
The Patient Participation Group( PPG ) is the patients' consultative group. The PPG work closely with the Integrated Care Partnership (ICP) to ensure the needs of all our patients are central to the delivery of care.
You are able to contact the PPG via :-
Vicki Parnell (Information Manager)
The Old Cottage Hospital Surgery
Alexandra Road
Epsom, KT17 4BL
or
Email : vicki.parnell@nhs.net