Practice Leaflet

Welcome to the Abbey Road Medical Centre.

This page provides a brief description of the General Medical Services that we offer. Please ask at reception if you require any further information. We welcome new patients and are happy to discuss our services or answer any questions you may have.

REGISTRATION

Each GP surgery has a defined area within which they will accept new patients. To be eligible to receive all our services, your address must be inside the area marked on the map below. If you choose to register as an ‘out-of-area’ patient, please be aware that this may affect your access to certain NHS service that are normally provided based on where you live. These include:

Home visits from a GP
Urgent Care, including out-of-hours services
Access to community health services, such as physiotherapy, midwife appointments
Referral for hospital test or treatments

If an OOA Registered patient is unwell and needs to be seen at home, whatever the time of day or night, they can call NHS111 or 999 (emergency) and get the care they need.

Abusive or intimidating behavior

We will not tolerate any form of physical or verbal abuse or intimidating behavior by patients towards our staff or other patients. Any such behavior may result in removal from our practice list. We will also remove patients where there has been an irretrievable breakdown in the relationship with the practice.

SUGGESTIONS AND COMPLAINTS

We are committed to improving our services and welcome all comments. If you have suggestions and wish to make a complaint please write to your chosen doctor.

ACCESS/APPOINTMENTS

We offer a very flexible appointment system for patients. Appointments can be booked by visiting the practice, calling us by phone, or booking online. Patients can also submit an online e-Consultation, and a member of our team will respond within 48 hours. To access online services, patients can use the NHS App or visit our practice website.

You may have a preference for seeing a particular GP/Nurse within our practice and we will endeavour to fulfil this request whenever possible.

Keeping your appointment

Please let us know if you no longer need your appointment or cannot attend. This allows us to offer the slot to another patient. Many hours are lost due to missed appointments without prior notice. Persistent failure to attend booked appointments may result in removal from our patient list.

HOME VISITS

If you are unable to visit the practice for your appointment, then you may be able to request a home visit. Home visits are strictly reserved for patients who are housebound or have very limited mobility. If possible, please contact us in the morning by 11 am to arrange a home visit. The request will be triaged by the GP.

HELP WITH COMMUNICATION

We have access to external Interpreters/Advocates

REASONABLE ADJUSTMENTS

Priority is given to facilitating easy access to our services for patients with disabilities. This is accomplished by the presence of disabled parking bays, automatic doors, wheelchairs, ramp access, ground floor consultation rooms, wide-door accessible toilets with low basins, and a portable hearing loop.

PRESCRIPTION REQUESTS

All new patients will need to speak to a GP before medication can be prescribed or set-up as a repeat prescription. If you have already been set-up for repeat medications, then you can submit a request online or through the NHS app, You may also complete an online consult form or order through your pharmacy (check with your selected pharmacy).

We cannot accept requests for repeat prescriptions by phone. Repeat prescription will be ready in 48 hours/2 working days after ordering.

DOCTORS

Doctors are available by booking an appointment or you may speak to them on the phone. Please call at 8 am to book a Telephone Consultation with a doctor.

The doctor also runs an emergency clinic during morning and evening sessions.

Please try to avoid booking face to face consultation for sick notes, private letters, referral queries and medication queries. These matters can be discussed via telephone consultation. This is to ensure that face to face appointments are readily available to patients who genuinely need them.

PRACTICE NURSE

The services provided by the Practice Nurses include the following: –

Travel/Routine Vaccinations	Diabetes
Cervical smears	Dressing/Suture Removal
Lifestyle advice	Asthma/COPD
Dietary Advice	Child immunizations
Blood Pressure Checks	NHS Health Checks

HEALTH PROMOTION

We actively promote a healthy lifestyle and have special clinics for Asthma & COPD, CHD, Hypertension, Diabetes & Mental Health.

TEST RESULTS

Please allow 5-10 days working day before calling in for results after taking your test. You may call Mon-Fri, 2pm-3pm.

DATA PROTECTION & CONFIDENTIALITY

Our practice staff use a computer-based clinical system. The practice is registered under the Data Protection Act and our staff have signed a strict confidentiality agreement which is enforced by law. To deliver and coordinate your healthcare, we may sometimes share information with other organizations if there is a valid lawful basis for the collection and processing of data as defined under data protection legislation. The only circumstances where patients’ information can be shared without consent are:

When a court order for information has been issued.
When the public interest in passing on the information outweighs the duty of confidence in the patient. For more information please refer to the privacy notice on our website.

ACCESS TO MEDICAL RECORDS

All patients have the right to see what is kept on their medical record. To view your medical records, please speak to a member of staff at reception.

ONLINE ACCESS

You can book & cancel appointments online, order a repeat prescription & access your medical records by registering through https://www.patientaccess.com/

NON-NHS SERVICEs

All non-NHS work is subject to a pre-paid fee.. These include Medical Examinations reports, Insurance forms, Travel vaccinations certificate, Private Certificates & letters.

PATIENT PARTICIPATION GROUP

We have formed a patient group to discuss areas for improvement, patient surveys and results and any other issues relevant to the practice. The group is made up of patients of a wide age range who have volunteered their time to improve our Practice standards. If you are interested in joining this group, please speak to a member of staff at reception.

Download the NHS app!
Contact your GP practice online
View your health record
Order repeat prescriptions
Get health advice through NHS 111

PATIENT RIGHTS

To be registered at a practice and see a doctor of your choice (subject to availability).
To receive emergency care.
To have appropriate drugs/medicines prescribed.
To be referred to a Specialist/Consultant if it is required.
To have access to your health records, subject to current legislation.
To know everyone within the NHS has a legal duty to keep all information confidential.
To receive a prompt reply to any complaints you submit regarding the NHS.
To receive details of where to obtain further information for other health services.
To be treated with courtesy and respect at all times.

For further information, speak to a member of staff.

PATIENT RESPONSIBILITIES

To always treat the health centre’s staff and with respect and courtesy.
To attend all booked appointments and give us adequate notice in the event of postponement or cancellation,
To inform us of any changes to your personal details i.e. address, contact numbers.
To follow healthy lifestyle choices and listen to the advice that has been recommended by health care

HEALTH CARE STUDENTS

The practice team trains student doctors and nurses. Occasionally you maybe asked if you mind students being present while you are having a consultation. If you’re not comfortable with this, you can always refuse. It will not make any difference to the quality of care you receive.

Other useful contacts

Newham walk-in center (at Newham

University Hospital) 020 7363 9200 (7am-10pm)

Registration Department: 03330142884 option 6