Surgery opening times
Monday to Friday 8.00am to 6.30pm
Appointments
Monday to Friday, 8.00am to 6.30pm
Tues eve pre-booked only 6:30-8pm
Sat am pre-booked only 9:00-12:00
Out of hours
If you are ill at the weekend or at night, please contactthe Out of Hours service Thamesdoc by dialling 111 (free)
General enquiries
Please telephone the surgery between 12 and 2pm or between 5 and 6.30pm Monday to Friday on 01932 840123. These are our least busy times, and will leave other times free for patients needing to book appointments and visits.
Repeat prescriptions
Please use your computer strip to re-order your medication, and try to hand in only one request per month for all the items you will need. Remember to order in good time, especially near weekends and holidays.
Please allow 48 hours for repeat prescriptions to be processed(please note, especially when ordering online, that prescription requests are only processed during surgery opening hours and not when surgery is closed)To avoid potentially dangerous errors, we cannotaccept requests by telephone.
New patients requiring regular medication please make an appointment with a GP. New patients requiring the contraceptive pill please make an appointment with a practice nurse
Booking an appointment with your GP
As well as booking GP and Treatment Room appointments by telephone or in person, you can also book your appointment online.
Booking online
Please ask at reception or look on our website, to find out about booking appointments online.
Telephone Consultations
Contact the surgery if you wish to book a telephone consultation with a GP, nurse or healthcare assistant.
We try to balance the demand we have for patients who need to be seen on the day against offering appointments which can be booked in advance. Routine appointments can be booked up to 4 weeks in advance. To see a doctor on the day please ring the surgery or book online as soon after 8am as possible. We have a Duty Doctor every morning for urgent medical problems. For minor conditions you may be asked to see a nurse rather than a GP.
Treatment room appointments
Treatment room appointments can be booked 3 months ahead (can also be booked online):
- Family Planning
- Cervical Smears
- Blood Tests
- Dressings etc
- Ear Syringing
- Travel and other immunisations
How do I register with the practice?
Please complete the registration form and health questionnaire and bring all the completed paper work and proof of ID into the surgery any day: Monday to Friday 8am to 18.00 (Monday and Tuesday are our busiest days so best to avoid these unless your registration is urgent). Registration Policy and new patient forms are available from reception or from our web site:
All our patients have a named GP who is responsible for patients’ overall care. If you wish to know who this is, please contact the practice. If you have a preference for a particular GP, we will make reasonable efforts to accommodate your request. You are not limited to seeing your named GP; you can see any GP at the practice.
Home visits
If you are too ill to come to the surgery, immobile or disabled, you can request a home visit. Please ring the surgery before 10.30am.
Test results
When your test results arrive, they will be reviewed by a doctor. If he/she considers that the results require a change in your treatment or further investigation, we will contact you. We would therefore ask you not to contact reception for results. If, however, you are particularly concerned about a result, you can leave a message for your doctor to telephone you.
Training
The Crouch Oak Family Practice is an accredited training practice. This involves the post-graduate training of fully qualified doctors who wish to enter general practice. These doctors are called GP registrars and work in the practice under the supervision of one of our GP trainers.
We also regularly have medical students at the practice. If you do not wish a medical student to be present during your consultation, just tell us and your wishes will be respected.
Video-recording consultations
As part of our training and commitment to improving our service, we may video consultations. Your consent will always be sought before this is done, and if you do not wish your consultation to be recorded on video, we will of course respect your wishes.
NHS Direct
For telephone advice day or night you can NHS 111 (calls are free)
Community Nurses (District Nurses)
Community Nurses provide skilled healthcare within the home and provide advice, information and education to help people to be cared for in their own environment. The service is provided 7 days a week from 9am - 5pm.
Community Nurses: Tel: 01932 843585.
Health visitors
Health visitors are qualified nurses with special training and experience in child health, health promotion and health education. We are available to give help and advice on matters concerning the health and social well-being of all ages. We are here for everyone: families with children, couples, single people, young people and older people.
We run baby clinics, ante-natal classes and post-natal groups, and give advice relating to parenting skill. In addition we run other health promotion initiatives. Please ring us on 01932 846263 or just ask to speak to one of us when you call at the health centre.
The Health visitors work office hours: 9.00am - 5.00pm Monday to Friday.
Life assurance reports
We will send you an independent patient consent form. On receipt of your consent we will forward a computer print-out to the company requesting the report. Please contact reception concerning these reports only if it is absolutely necessary.
Medicals
Our reception team has up to date information on current charges. Please call in or phone between 12 and 3 for information
Sickness certificates
Your employer or college will have self certificates that cover you for the first six days (plus Sunday) of sickness. If after this time you are still ill you will need to see the doctor for a further certificate. Your employer is not entitled to a doctor’s certificate for the first six days. However if they insist on one, we can provide a private certificate, for which there is a charge. (We suggest you ask your employer to repay you for this).
Chaperone
A chaperone will be offered to all patients (male or female) undergoing an intimate examination, irrespective of the gender of the doctor or nurse. Patients booking an appointment for an intimate examination may bring a chaperone along (e.g. a family member or friend)
Comments, suggestions , complaints:
In the first instance please ask to speak to one of our senior receptionists.
Our complaints policy is available on request
45 Station Road
ADDLESTONE
Surrey KT15 2BH
Tel: 01932 840123
GP Partners
Dr Mary-Jo Sanchez
Dr Mohan Kanagasundaram
Dr N’Jaimeh Asamoah
GPs
Dr Sophie Burton
Dr Runa Rahmat
Dr Amanda Stainton
Dr Maria Nyekiova
Dr Charlotte Alexander
Dr Alia Sahil
Registrars:
Dr Mohsin Sahahuddin
During open hours call:
01932 840123
Out of Hours call: 111
(free from landlines and mobiles)
Reviewed 17/06/2016
Privacy and Confidentiality of your Medical Records
The Crouch Oak Family Practice is registered under the Data Protection Act, and takes its duty to protect confidential information very seriously.
Staff undergo training in Data Protection and Patient Confidentiality, and are regularly updated on these subjects during our practice training sessions.
Your medical records are a life-long history of your consultations, illnesses, investigations, prescriptions and other treatments. The doctor-patient relationship sits at the heart of good general practice and is based on mutual trust and confidence. The story of that relationship over the years is your medical record. Your GP is responsible for the accuracy and safekeeping of your medical records. You can help us to keep it accurate by informing us of any change in your name, address, telephone number or marital status and by ensuring that we have full details of your important medical history. If you move to another area or change GP, we will send your medical records to the local Health Authority to be passed on to your new practice.
Your Right To Privacy
You have the right to keep your personal health information confidential between you and your doctor. This applies to everyone over the age of 16 years and in certain cases to those under sixteen. The law does impose a few exceptions to this rule, but apart from those (detailed in this information sheet) you have the right to know who has access to your medical records.
Who else has access to my Records?
There is a balance between your privacy and safety, and we will normally share some information about you with others involved in your health care, unless you ask us not to. This could include doctors, medical students, nurses, therapists and technicians involved in the treatment or investigation of you medical problems.
Our practice nurses, district nurses, midwives and health visitors will have access to your medical records when the information is relevant to your treatment.
Our practice staff have access to all medical records. They need to notify the health authority of registration details and perform various filing and administrative tasks on the medical records.
All our doctors, nurses and staff have a legal, ethical and contractual duty to protect your privacy and confidentiality.
Where else do we send Patient Information?
We are required by law to notify the Government of certain infectious diseases (e.g. meningitis, measles but not AIDS) for public health reasons.
The law courts can also insist the GP's disclose medical records to them. Doctors cannot refuse to co-operate with the court without risking serious punishment.
We are often asked for medical reports from solicitors or insurance companies. These will always be accompanied by the patient's signed consent for us to disclose any information unless otherwise stated. We will not normally release details about other people that are contained in your records (e.g. wife, children, parents' etc.) unless we also have their consent.
Limited information is shared with the health authorities to help them organize national programmes for public health such as childhood immunizations, cervical smear tests and breast screening. GPs must also keep health authorities up to date with all registration changes, additions and deletions.
Social Services, the Benefits Agency and others may require medical reports about you from time to time. These will usually be accompanied by your signed consent to disclose information. Failure to co-operate with these agencies can lead to patients' loss of benefits or other support.
Life Assurance companies frequently ask for medical reports on prospective clients from the GP. These are always accompanied by your signed consent. GPs must disclose all relevant medical conditions unless you ask us not to do so. In that case, we would have to inform the insurance company that you have instructed us not to make a full disclosure to them. You have the right, should you request it, to see reports to insurance companies or employers before they are sent.
We supply pseudonymised data for various medical and market research purposes. This data is in a form that cannot identify you. It helps to give a general picture of health and healthcare trends in particular areas of the country.
How can I find out what's in my Medical Records?
We are required by law to allow you access to your medical records. If you wish to see your records, please contact your GP surgery for further advice. All requests to view medical records should be made in writing to the surgery. We are allowed by law to charge a fee to cover our administration and costs. We have a duty to keep your medical records accurate and up to date. Please feel free to advise us if any errors of fact, which have crept into your medical records over the years.
What we WILL NOT do
To protect your privacy and confidentiality, we will not normally disclose any medical information over the telephone or fax unless we are sure that we are talking to you. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we have your consent to do so.
This also means that we will only disclose test results over the phone after efforts to ensure that we are talking to the right person.
Finally, if you have any further queries or comments about privacy and your medical records, then please contact the practice manager or talk to your GP.
PATIENT CHARTER
YOUR RIGHTS
As a patient of this practice you can expect:
- To be seen the same day for conditions you and your doctor agree are urgent.
- To have your records treated confidentially, and subject to your wishes to have relatives and friends informed of the progress of your treatment.
- To be seen within thirty minutes of any appointment you are offered at the surgery, and failing this to be offered an explanation.
- To have your long term medication and treatment reviewed at agreed intervals. To be informed (through leaflets, notices and our website etc) of the practice’s services and how best to utilise them.
- To receive healthcare in safe, comfortable and appropriate surroundings.
- To be treated courteously.
YOUR RESPONSIBILITIES –
- To treat the doctors and practice staff courteously at all times.
- To be punctual for your appointment, or if you are unable to attend, to cancel well in advance.
- To always make more than one appointment if more than one person needs to be seen.
- To be prepared to make further appointments.
- To understand if appointment times are running late – it may be you who needs the extra time on another occasion.
- To ask for a home visit only if housebound or if the illness completely prevents you from attending the surgery – children can usually be brought to the surgery safely.