We are aware that patients are experiencing severe difficulties in getting through to us on the phone. We believe that, for various reasons, there is a particularly high volume of calls at the moment and we know that some lines will be taken up for longer as doctors make initial telephone calls to patients. However, with this in mind we increased the number of incoming lines by 4 so that we now have 12 but this does not seem to have had the desired effect. We feel there must be technical problems but we have reported this to our telecoms provider three times now and they are unable to find an issue. We have invested in some software which should alert us to when and where the logjams occur in another attempt to find a solution. We continue to pursue this with our telecoms provider. We appreciate how frustrating this is for patients and apologise for the inconvenience whilst we seek a solution.
Following the migration of our computer system we are working hard to restore online access for patients who had this under the previous system so that you may, once again, order your prescriptions and, when it is available again, book appointments. Additionally we propose to give you online access to your vaccination record. We hope to have completed this process, for the 3000 plus patients for whom this is relevant, by next week. You will receive an email giving you a confusing choice of providers you can create an account with. The choice is yours but you may find the top option to be the simplest.
Please continue to order your prescriptions manually via the box outside dispensary whilst we sort this out.
We have now called all patients who had their first dose of Pfizer vaccination up to and including 5th February and have started to call patients who had their first dose between 6th and 14th February.
We have called all patients who had their Astra Zeneca vaccination up to and including 12th February and have started to call the next batch of patients.
There have been some patients we have not been able to get hold of so if you had Pfizer before 6th February or Astra Zeneca before 12th February please contact us – preferably by email – gp.G82120@nhs.net and we will get you booked in.
Please do not contact us if you received your first dose later than those dates.
The surgery is open as usual but we will be operating a telephone triage system. We are facing high demand so the telephone lines may be busy. Please do not come to the surgery unless you have been invited by a doctor or nurse.
Please use the online tools at NHS 119 for all coronavirus related enquiries.
Please wear a mask when attending the surgery
Patients coming to the surgery for a to face-to-face appointment for any of our services must wear a face covering in line with the Government’s guidance. This doesn’t need to be a surgical mask, it can be as simple as a scarf, but does need to cover your nose and mouth. Please make it a priority to help us help you. For any queries regarding face masks please refer to the Government's advice here - https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own
Due to high demand Dispensary are asking for a minimum of 72 hours to process prescriptions. Following CCG guidance we are not able to issue more than one month's worth of medication at this time.
Dispensary is now open from 9am-1pm and 2pm-6pm. You may have to queue as we are only allowing one person at a time to enter the building. As the notices will inform you please stand well away from the top step in order to allow the person before you to exit.
Please allow 5 days from the date of any tests before calling for the results. As our phone lines are particularly busy in the early mornings please only call after 2pm for results.
PHONING THE SURGERY
We would also appreciate it if you could avoid the busiest time for the phone lines (between 8am - 10am) if you are calling for a routine appointment or other routine matters.
Information about the data the practice holds about you.
As you may know, new data protection regulations come into effect from 25th May. If you would like to read our fair processing and privacy notice it is available here ........Fair Processing and Privacy Notice
Do we have your up to date contact details? Have you changed your phone number but not got round to telling us yet? It's really important that we have the correct details for you in case we need to reach you about things like test results or to inform you if we need to reschedule your appointment at short notice due to unexpected staff sickness. You can change your contact details using the form at the foot of the page. We are now sending text reminders - if you wish to receive these please make sure we have your mobile number.
Do you have any particular communication needs? For example do you or someone you care for have impaired sight and therefore need us to write to you in large print. Please make reception aware of your preferences so that we can make a note in your medical record and comply with your request.
We welcome feedback from our patients. Please contact Sue Howe, our Practice Manager, if you have any comments to make about our services.
ONLINE ORDER OF PRESCRIPTIONS
Click Here to Order your Prescription
ONLINE APPOINTMENT BOOKING
Half day closures
The Practice will close on the following afternoons from 1.00 p.m. These closures are set by West Kent Clinical Commissioning Group (WKCCG) and are to ensure that Primary Health Care Teams are getting the essential training and development needed to ensure delivery of the best possible service to patients.
When the surgery is closed there will be an On Call service running during these events and these dates will also be displayed in the surgery premises and on the surgery door. If you have an urgent need for medical attention please call 111. In an emergency continue to call 999. Please remember to collect your repeat prescriptions outsides of these times.2021 closures:
Patient's wishing to transfer to another doctor - please complete the form here - and bring it in to the surgery
Transfer request form
Your Practice is registered with the Care Quality Commission - for more information you can visit cqc.org.uk or view our report here:
(Site updated 10/05/2021)