DOCTORS' CONSULTING HOURS

We have routine appointments available from 8.00am - 12 noon and 2.00 - 4.30pm Monday to Friday. In addition to this, emergency appointments are available the same day, and cannot be booked in advance.
We now have a new early morning surgery from 7.00 - 8.00am, Monday to Friday. However, during these times, we do not take any ‘walk in’ queries or prescription requests and collections. To ensure staff safety you will be required to use the phone entry system on the front door until 8.00am. We are closed bank holidays and weekends.

EMERGENCIES - 423197

If you require urgent medical attention call 423197. If the surgery is closed an answering machine will give further advice. Call 423197 for urgent medical advice. If the problem is chest pain, collapse, severe shortness of breath or bleeding it may be more appropriate to call 999.

OUT OF HOURS

The surgery is closed from 6.30pm to 7.00am Monday to Friday. All urgent problems out of hours are handled by SEH.

SEH is an organisation contracted by the Eastern and Coastal PCT to provide out-of-hours services to our patients.

NHS Direct

NHS Direct - 0845 4647. This is a nurse-led 24-hour helpline and an excellent source for medical advice.

You can visit their site at www.nhsdirectnhs.uk

COMPLAINTS AND SUGGESTIONS

We try to do our best but sometimes this falls short of the ideal. If you have a genuine complaint, please do not harbour it and become resentful. Speak to your doctor or our practice manager, Tracy Bridge, who will endeavour to sort out the problem. The practice is accredited to deal with its own complaints. Any member of staff will be able to advise you on how to make a formal complaint. Tracy would also welcome any suggestions you may have on ways we might improve our service to you.

CONFIDENTIALITY

We take patient confidentiality extremely seriously at The Chestnuts Surgery. All personal information is treated in the strictest confidence. Only members of staff have access to patient information and we have a strict confidentiality policy, which is available at reception.

All staff are bound by strict rules of confidentiality. We are a computerised practice and are registered under the Data Protection Act. All consultations are now entirely recorded on the computer system.

If you are paying for any private services at the surgery, please remember we only take cash or cheques. Any cheques returned unpaid by the bank will incur an additional charge of £10.

CHAPERONE

A chaperone is always available on request.

FREEDOM OF INFORMATION

The practice complies with the guidelines currently set under the Freedom of Information Act.

We ask that children are supervised by a reasonable adult at all times. For their safety and that of others, please do not allow your child to run about while on the practice premises, or climb on the furniture, thank you.

ZERO TOLERANCE

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.