Information

General Information

Surgery Hours

The doctors hold surgeries every weekday from 08:30 to 11:30 hrs (although the doors open at 08:20 hrs to allow access to the surgery and to use the automatic check-in system); and 14:00 – 17:20 hrs.  We also hold a variety of Nurse-run clinics for the management of many chronic conditions.

The surgery closes on the second Thursday in each month from 12:15pm to 2pm for staff training.

Hadley Surgery, Highfield Clinic Hadley

This is a branch surgery which may be more convenient for you to attend. It is open every weekday from *8:30am to 11.00am and 2pm to 5pm (except Wednesdays 2pm til 4pm). Appointments may be made by telephone or in person. A nurse is not in attendance all the time so for some treatment it may be necessary to attend Oakengates surgery.

*Hadley’s opening times may change without notice, due to staff availability.

How to see a doctor or nurse

Please telephone the surgery on 01952 620 077 between 8.30 and 5.30 on a weekday. You will be offered one of the following:

• A telephone consultation with a doctor or a triage nurse
• A 10 minute face-to-face consultation with a doctor or a nurse

You may request to consult with any doctor.  However, if your condition is urgent, we may suggest that you consult with the Duty Doctor rather than wait for a specific clinician.

If you are unable to keep an appointment, please let us know, so that the appointment slot may be allocated to another person.

Triage Nurse

All telephone requests for home visits and advice are referred to our triage nurse. These are recorded on a computer screen and the triage nurse will telephone you within a prescribed time.

Emergencies

One of the doctors is always on call for emergencies and to give advice. When the surgery is closed a recorded message is left on the telephone giving details of how to contact the doctor on call. Please do not ring outside surgery hours unless you’re in need of urgent medical attention or advice.

If you are experiencing chest pain of a crushing nature, across the chest into the neck or down your arm, dial 999 and request an ambulance. Similarly if you are short of breath and can’t wait for a doctor to visit.

Out of Hours

The practice uses the Shropshire Doctors’ Co-operative (SHROPDOC) for out of hours emergencies which include evenings, nights, weekends and bank holidays.
After 6pm, call 08444 06 8888

Home Visits

Please try to get to the surgery if you can as home visits take up a lot of time. A doctor can see several patients in surgery in the same time it takes to visit one patient. If someone is too ill or disabled to get to the surgery please telephone before 10am. Please do not ask for a visit after this time unless it is an emergency. If a patient is confused or unable to speak a little English it is very helpful if a friend or relative can be in when the doctor calls. Please ensure that we have your up to date phone number.

Telephone

We are happy to give advice over the telephone but you may not always be able to speak to the doctor of your choice. The telephone is usually very busy in the morning, so please be patient if you’re not answered immediately. There are five incoming lines. The results of tests will only be given over the telephone to the patient or to the parent of a child between 10 – 11.30 am and 2:30 – 4.00pm. This is to maintain confidentiality and will only be done after the doctor has seen the report. Certain results are too complicated to explain over the telephone and the patient will be asked to attend the surgery to discuss the report and its implications.

New Patients

We welcome new patients to the Practice. Details of our Practice boundary are available upon request. You can register by coming along to the Surgery from Monday to Friday.  Please note if you are currently on medication, you will need to see a Dr before we can issue a repeat prescription.

Visitors

If you are a visitor to the area and are not registered with another GP locally, you can be seen as a temporary patient. There may be a charge for visitors from certain countries – please ask at reception for details.

Samples

These should be put in the specimen box in the foyer, before 11am daily Monday to Friday. Please label correctly.  Please do not attempt to pass them to the Receptionist, as they are not allowed to take them from you.

Minor Surgery

The doctors can arrange for minor surgical problems to be dealt with in the surgery and your doctor will advise you about this.

Confidentiality

We have computers to aid the efficient organisation of the practice. All information held is subject to the Data Protection Act and is kept completely confidential to authorised users. If you require access to your medical records, please contact Mrs H Lippitt, the Practice Manager. The Data Protection Act allows us to charge a small fee to cover our costs.

Comments, Suggestions, Compliments and Complaints

We would like you to tell us about the service we give you at the practice. The practice complaints managers are Dr E M Nolan and Mrs H Lippitt. They will be pleased to hear from you verbally or in writing. A suggestions box is situated in the waiting room. In a case of complaints we will investigate and we aim to respond in 14 days. If you feel you cannot speak with us directly may seek help from the Patient Advice and Liason Service [PALS] (01952 580 478 or pals@telfordpct.nhs.uk) or Mr M Crisp, Telford and Wrekin PCT (01952 222 322).

Patients Participation Group

The practice has a patients’ group which meets regularly to discuss various issues relating to the practice. The group also produces a newsletter. Any inquiries about participation in the group should be directed to Mrs H Lippitt.