Welcome to Hylton Medical Group!
As you have applied to join our practice, we would like to inform you of some of our practice policies. Should you refuse to adhere to our surgery policies, we may remove you from our list.
Surgery Contact number: 01916257340
This number can be used to contact the staff at the surgery to either:
- To make an appointment Option 1- open from 8.30-18.00
- Enquiry line Option 2- 10.30-12.00 / 13.30-15.00
- Test results Option 3- 15.00-17.00
Mobile Number: 07954519397
This number must only be used for text messages regarding:
- Cancelling appointments
- Ordering medications
You can text the phone anytime as the phone is checked throughout the day. Your prescription will be ready in the usual 48 hours.
Extract from our Patient Charter
ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.
Practice Leaflet
Copies will be displayed at the reception desk.
Surgery Premises
Our surgery building is welcoming, easy for you to find your way around and appropriate to the needs of users, including the disabled.
Patients’ rights to General Medical Services
Patients have the rights to:
- Be registered with a General Practitioner
- Change doctor if desired
- Be offered a health check on joining the practice
- Receive urgent care at any time from the practice
- Receive appropriate drugs and medicines
- Be referred for specialist or second opinion if they and the GP agree
- Have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.
With these rights come responsibilities and for the patients. This means:
- Courtesy to the staff at all times – remember they are working under doctors’ orders.
- Responding in a positive way to questions asked by the reception staff.
- To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
- Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
- When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
- Violence or aggression will NOT be tolerated against any staff or service user
Changes to Procedures
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a newsletter; waiting room noticeboard or individual leaflets and website, giving as much notice as practicable.
Referrals
- Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
- We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.
Privacy and Confidentiality
We will respect our patients’ privacy, dignity and confidentiality at all times.
Violence and Aggression
The practice operates a Zero Tolerance Policy, Violence or aggression will not be tolerated against any staff or service user
We operate a zero-tolerance policy towards violence and aggression. Any patient who behaves in a fashion that can be classed as aggressive, abusive or violent towards any member of staff or another patient on or around our premises will be instantly removed from our list and reported to the police.
Repeat Prescriptions
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
To avoid repeat prescribing errors we ask that when ordering prescriptions you actually name the medication you require rather than (my heart tablets, or my pain tablets) this ensures that you receive the actual medication you require – some medications can be used for multiple things. We have a dedicated 24 hour messaging service for ordering prescriptions. Alternatively you can order via text 07954519397, by post, handing your repeat slip or online (to register for online services please see link on this site). The prescription will be ready for collection 48 hours after ordering. It is YOUR responsibility to ensure you have sufficient medication for your needs.
Appointments
These can be booked via telephone or online (you must register for online services). If you have a genuine medical problem that requires urgent attention, we will endeavour to book you in the same day or at least offer a telephone triage slot. To help ensure you are booked in with the doctor in respect of your problem, the reception staff may ask you for some details regarding your urgent issue. Please don’t be offended as this helps the staff prioritise and act in a timely manner. These appointments are not for sick notes or lost prescriptions. Abuse of the appointment system will result in the doctor giving you a warning which could result in a written warning and or removal from our list.
- Appointments with a Doctor
For routine consultations we will endeavour to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment or telephone consultation on the same day. - Appointments with a Practice Nurse
For routine appointments we aim to offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits
They do take a long time; the doctor can see approximately 6 patients in the surgery during the time it takes to visit 1 patient. As we are a very busy surgery, we can only offer home visits in exceptional circumstances and the decision is at the discretion of the on-call GP.
Out of Hours Service
When the surgery is closed, if you suffer a life-threatening medical emergency please ring 999 or go to your nearest Emergency Department. If you require medical attention please call 111 services who will triage your call appropriately. We have allotted Extended access availability from 6pm-8.30pm weekdays and 10-4pm weekends.
Test Results and Hospital Letters
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (Results are normally available after 11am 3 days after the initial test).
When ringing for results we ask that you wait 3 days after your test (x-rays 7-10 days, hospital investigations can take up to a month and you will be notified by your consultant regarding these investigations) and please contact us after 11am as clinical staff are more likely to be available should you require advice. Whilst we try to contact patients if any investigation has been performed or hospital appointment has resulted in follow up, we cannot guarantee that this will always been followed up by staff. We therefore ask that patients always contact us for results.
Summary Care Record
Summary Care Records (SCR) – information for patients – NHS Digital