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Noticeboard

Prescription Ordering Direct (POD)

A new and convenient way to order your repeat prescription for patients of Radbrook Green Surgery.  Telephone: 033 33 583 509 Monday to Friday between 9am to 5pm.  From phoning Prescription Ordering Direct (POD), please allow 4 working days before collecting your medication.

Telephone System

The Practice has recently moved to a new telephone system and unfortunately we are currently experiencing problems.  The telephone company are working on the system and we hope normal service will be resumed shortly.  We would like to apologise for any inconvenience you may experience during this time and thank you for your patience.

Clinic B Appointments

Due to nursing staffing issues within the Practice we currently have a shortage of Clinic B appointments.  The Practice is working to resolve this issue but would like to apologise if you are unable to obtain an appointment in your month-of-birth as usual.

Service Improvements

From Monday 8th January as part of our ongoing Quality and Improvements at the surgery, the telephone lines will be open at lunchtime. It is hoped that this will improve call waiting times for our patients.

GP Extended Opening Hours Clinic

We would like all patients in our community to be able to see a local GP or Nurse when they need to. We have set up a network of GP Practices across the region offering extended opening hours for pre-bookable and same day routine extended access appointments.  The GP extended opening hours service operates between 6.00pm-8.00pm on weekdays and 9.00am- 1.00pm on weekends and allows patients to be seen within a network of GP Practices at a convenient time and location, depending on availability. The service is forecast to continue until 30th September 2018.

 Call now to book a routine appointment 0333 222 6649

Patient Messaging Service

We have started using our new patient messaging service.
We will be able to communicate with you via text message, using automated technology that will enable us to contact you much more quickly and effectively. This will free up our staff to deal with those tasks only a human can do!

It is important that you keep us up-to-date with your current mobile phone number.

 Examples of how it will improve our communications include:

 • Automated appointment reminders 24 hours before. You can cancel your appointment by text using the word CANCEL, which immediately frees it up for others to book.
• Targeted health promotion campaigns, such as flu clinics.
• Reminders to attend specific clinics, e.g. diabetic, health checks, etc.
• NHS-required information such as smoking status: you can simply reply by texting one word to give us your status.
• Urgent communications: for example, if a GP calls in sick first thing in the morning, all patients in that surgery will be advised by text within minutes.

Of course, you can opt out by sending us a message or advising reception, but you would not be benefiting from the quick and non-intrusive communications from us that the system provides.
If you have any questions, please feel free to contact us.

Named Accountable GP

From 1st April 2015, practices are required under the GMS contract, to allocate a named, accountable GP to all patients, including children. All patients registered at our surgery are allocated to a named GP.  Please ask your doctor, or the reception staff, who your named GP is. Should you express a wish for this to be changed to another GP we will do our best to accomodate your wishes.

Please be aware that this does not affect your ability to make an appointment with any of the GPs in the practice of your choosing.

 Results of our recent CQC inspection:

We are very proud to announce that we have been rated as overall ‘outstanding’ in our latest CQC inspection. For more information please click here::

Radbrook Green Surgery CQC inspection

 IMPORTANT NEWS - action required: 

We are now using ‘Patient Access’ (see brown icon on the home page opposite) for booking appointments and ordering of REPEAT medication.   

Please register for this service by coming in to the practice and asking the receptionist for a registration letter which will give you your unique registration details. You will need to bring in ID (e.g. Passport or Driving licence).

 

Results of recent Patient Survey (2016/7)

To review the results of our recent survey, please click here: http://www.mysurgeryoffice.co.uk/psurvey.aspx?p=287112&v=M82016

CARE.DATA Programme

Confidential information from your medical record can be shared within the NHS. YOU HAVE A CHOICE:  Do nothing OR let us know that you do not want your data shared. Please click here for more information.

We are pleased to announce improvements to our telephone service.

Please click here for more details.

Extended Access Clinic

Do you work late? Do you find it difficult to attend the surgery during normal surgery hours? If so we are pleased to be able to offer you our Extended Access Clinic. Please ask at reception for our Monday, alternate Thursday and alternate Saturday morning opening hours.

Out of Hours

If you need urgent medical help or advice when the surgery is closed the number to call is 111.  The NHS111 service is free to call, 24 hours a day, 365 days a year’

Test Results

If you have had x-rays or blood tests etc., you may enquire about the result without seeing the doctor. All results are screened by the doctor and it is your responsibility to contact the Surgery for your results 3 or 4 days after the specimen has been sent to the laboratory

Home Visits

Home visits are available to the housebound and to those too ill to come to the Surgery. If a visit is required on the same day, please try to contact the Surgery before 10.30 a.m.  A doctor will usually ring you prior to visiting.

 

 

 

Free Prescriptions for Cancer Patients

People being treated for cancer will be eligible for free prescriptions from 1st April 2009 and can apply for free prescriptions from today.

The new scheme, announced by the Prime Minister in September last year, abolishes NHS prescription charges for everyone undergoing treatment for cancer, the effects of cancer, or the effects of cancer treatment.

All cancer patients are entitled to apply for a 5-year exemption certificate, which will entitle them to all their NHS prescriptions free of charge, not just those relating to cancer. The certificate can be renewed as many times as necessary and will not have to be returned if the patient’s condition changes.

Patients should contact their doctor to apply for exemptions.

 

 


PRACTICE COMPLAINTS


PROCEDURE


 

PATIENT LEAFLET

 


The staff and partners recognise that, occasionally, everyone makes mistakes. This includes us. Although we try to provide the kind of service our patients would like, we appreciate that this is not always possible. 

 

We feel that the only way to improve the service that we provide is to actively encourage our patients to complain about the things we get wrong. (We hope you will also tell us about the things we get right!!)


If you are unhappy about the service, staff or any other aspect of the surgery, PLEASE TELL US!! We operate a practice complaints procedure, which is part of the NHS system for dealing with complaints and meets national criteria. We aim to resolve complaints easily and quickly. In many cases we try to solve the problems as they arise.

 

All complaints should be addressed to the Practice Manager. You can do this by:-



    • Making a verbal complaint

    • Writing a letter of complaint

    • Completing a complaints form


Whichever way you choose to raise your concerns, we will acknowledge your complaint within 2 working days. If your complaint pertains to administrative staff, or practice procedures, you will be asked to attend an appointment at a mutually convenient time with the Practice Manager. This will usually take effect within 10 working days.



Where the complaint is against a clinical member of staff, i.e. a doctor or nurse, the Practice Manager will investigate your complaint, or a doctor not involved with your complaint. You may then be asked to attend an appointment, with the Practice Manager and all relevant parties at a mutually agreed time or be contacted by telephone.


The purpose of this appointment is to take a detailed record of your concerns (you will be asked to read and sign this). A copy of this record will be given for you to keep. No complaint will receive less favourable treatment on the grounds of sex, race, colour, religion, religious beliefs, nationality, ethnic origin, age, disability, sexual orientation or on the basis of gender re-assignment.


If the complaint is relatively straightforward, we will now be in a position to have investigated your complaint and can offer you an explanation. In all instances the Practice Manager will ensure that your concerns are dealt with as soon as possible.

 

However if you do not wish to complain directly to the practice, you can contact :


NHS England, PO Box 16738, Redditch B97 9PT


Email: England.contactus.@nhs.net


Telephone: 0300 311 22 33


                           Or


The Practice Liaison Service (PALS) has been established in every NHS Trust and Primary Care Trust. PALS are not part of the complaints procedure itself but they may be able to resolve your concerns informally or can tell you more about the complaints procedure. They can be contacted either by


Telephone – 0800 030 4563


Email – Generic email address: pals@staffordshirecss.nhs.uk


NHSmail address – stcsu.patientservices@nhs.net

 

If however, you are not satisfied with the way your complaint has been dealt with by the provider or commissioner you can contact :


The Parliamentary and Health Service Ombudsman  


Millbank Tower, Millbank, London SW1P 4QP


Email: phso.enquiries@ombudsman.org.uk


Telephone 0345 015 4033

 

 

Complaining on behalf of someone else:

 

If a situation arises where you need someone to make a complaint on your behalf or a patient requests that you make a complaint on their behalf then you need to be aware that we keep strictly to the rules of medical confidentiality.

 

We would always need the written consent of the patient before we could accept the complaint. If you need to do this you should ask reception staff for a Complaints form.


 


What will we do? 


During our investigations we shall:-



    • Find out exactly what happened and what went wrong
    • Ensure that the problem has been discussed with all the appropriate members of staff and provide feedback
    • Offer an apology if we are found to be at fault
    • Take steps to ensure that the problem does not happen again.

 

Can I bring anyone with me?

During these meetings you have the right to have another person, an advocate present. This person can be anyone of your choosing with the exception of a solicitor engaged for a fee. 


 

How long do I have to complain?

 

You have:



    • 12 months from the original date of the incident or
    • 12 months from the date of discovering a problem
    • 12 months within the date of a patient’s death to make a complaint.


After this, facts and conversations become muddled and so a satisfactory conclusion is unlikely. 


Not happy with the outcome?


We believe that raising your concerns with us will give us the best chance to improve our service. Whilst we hope that we can give you a satisfactory explanation or solution, we appreciate that this may not always be the case.


If you remain dissatisfied once the practice based complaints procedure (local resolution) has been fully utilised, you have the right to request an independent review of your complaint by contacting the:


The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP


Email: phso.equiries@ombudsman.org.uk


Telephone 0345 015 4033


 

 
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