Frequently Asked Questions (FAQs)

How do I register with the practice?

You can register with us either on-line or in person at reception.

  • Online: Complete the New Patient Registration form and send it to us together with two forms of identification (something with a photograph and something with your address on it e.g. utility bill).
  • In person: Collect from in the reception and handover the completed form together with proof of ID (something with a photograph and something with your address on it e.g. utility bill) we will register you within 2 working days after the submission of your completed form.

Your acceptance to be included on to the practice list is at the discretion of the doctor, and you must also meet the NHS entitlement criteria. If the GP is unable to accept you on to the practice list you will be given a reason why your request to register has been declined.

How do I request a home visit?

These are for people who are too ill or frail to attend the practice. If you are unable to come to the surgery, please call 0208 858 0689. You must give the receptionist as much information as you can. This is very helpful to the doctor so he/she can assess the nature of your condition. The doctor will then contact you to discuss your request. It is important that you give the receptionist your contact number.

Please help us by requesting any home visits before 10:00. For more information, view the Home Visits page.

How do I make an appointment?

You can do this by either phoning the appointments line on 0208 858 0689/0208 858 8513, coming in in person, or via our online booking. We offer:

  • Pre-booked appointments (4-5 per day) whereby we aim for you to be able to book an appointment up to 2 weeks in advance to see most doctors.
  • Same day appointments: please call at 08:00 to book a same day appointment. Please note that these are offered on a first come first served basis.
  • Online booking (4-5 per day): You can register for this service by completing the Register for Online Services form.
  • Telephone consultation: If the appointments are full and you feel that you have a medical condition that cannot wait until the following day, the receptionist will take a message and the duty doctor will contact you. Please call before 09:30.

Can two or more people use one appointment to see the doctor?

No, when you arrange your appointment it is only for you, if you wish to have an appointment for another family member you must ask for another appointment to see the doctor.

Why can’t I see my doctor of choice sooner?

This is because either your doctor of choice is on holiday or out of the practice, or more frequently some doctors may have a higher demand rate from some patients to be seen by that doctor.

What can the nurse see me for?

The nurse can see you for any of these conditions and services:

How do I request a repeat prescription?

You can do this by:

  • Sending in your request via post with a self-addressed envelope
  • By registering with the practice’s online service and requesting through Vision Online
  • In person, and by leaving your request in our prescription mail box
  • Through your pharmacist

Please note: We do not accept any requests over the phone.

How long must I wait for my Prescription?

Your repeat prescription will be available for collection within 2 working days. Requests made after 18:00, at weekends or on a public holiday, are actioned by the staff on the next working day.

Can I request medication that is not on my repeat list?

Yes, you can add it to the information box online and a clinician will contact you to discuss further.

How do I make a complaint?

If you are not happy with any of our services please feel free to complete the Feedback and Complaints triage or speak with the practice manager. If you wish to place this in writing, please address this for the attention of the practice manager. We will acknowledge your letter, fully investigate your complaint and reply to your letter within 20 working days. You can also arrange an appointment to discuss the matter further with the practice manager if required.

Can I e-mail the practice concerning my medical conditions, or requesting information about my medical records?

We are unable to enter into any communications of a medical nature so as to protect patient confidentiality. For legal reasons we require a signed mandate by the patient in relation to any information held concerning their medical records.

How do I access and get to see my medical records?

Use Vision Online for patients services.

If you need further details, please complete the Medical Report Request form.