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the valley surgery
Telephone: 0115 943 0530
81 Bramcote Lane, Chilwell, Nottingham, NG9 4ET
Home.Doctors & Staff.Surgery Times.Clinics & Services.How do I...?.Self help.Other information.News & Notices.Patient group.
Home.Doctors & Staff.Surgery Times.Clinics & Services.How do I...?.Self help.Other information.News & Notices.Patient group.
Valley Brochure.pdf
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Accessibility

Accessibility information

Appointments System Patient Information Leaflet v1 03.pdf

Guide to our appointment system

How to make an appointment

 

Please call our main switchboard number on 0115 9430530 to book an appointment. Urgent cases are seen on the day. If your condition is non-urgent, you can expect to see a GP within three working days, though you may have to wait longer if you want to see a particular GP. You are free to consult with any doctor within the practice but it is obviously an advantage to see the same doctor with the same problem so that continuity can be maintained. Please let the receptionist know whom you would like to see. If you don’t need an appointment within three working days, you also have the option to book up to 6 weeks in advance if this is more convenient for you. Nurses based in our practice treat patients for a wide range of common conditions. You can expect to see a nurse within 1 working day if urgent. You can book up to a month ahead for clinics – please see the ‘services and clinics’ section. Please note Tuesday and Thursday morning early opening is on alternate weeks only. A guide to our appointments system can be downloaded here.

 

Book your appointment online

 

The practice offers a system for booking your routine GP appointments online, from the comfort of your own home. To take advantage of this system please take two forms of ID to Reception (between the hours of 9am and 4pm) and pick up a registration form. Please read this information here. If you prefer you can download a copy of the form for access to appointments and repeat medication here. If you are applying on behalf of somebody else please use this form. Please complete this and bring to Reception. Please note when booking appointments online that you should always book with a GP at Valley Surgery and not our sister site Chilwell Meadows Surgery.

 

 

Same day appointments

 

We are a busy practice, and providing some same day appointments makes it easier for you to see a doctor quickly if your need is urgent. You can phone from 8.00am for same day urgent appointments only.

 

Getting the most from your appointment

 

You may be able to help us work more efficiently if we could work together to help to solve your problems.

 

If you could offer information about the following areas when you see us we would be very grateful. It would help us work more effectively within the current time constraints:-

 

1.    Please tell us what you think may have caused the clinical problem - you will probably be right!

 

2.    If you have concerns or worries about a serious underlying disease such as cancer or meningitis please tell us - we can work to deal with these issues more effectively if you let us know what may be bothering you, even if it seems 'silly' to you.

 

3.    If you have discussed the problem with anyone else such as relatives, other health workers or pharmacists and they have suggested tests or treatment which you now expect please tell us - if we know what you are expecting we can sort things out for you more quickly.

 

4.    If the effect of the problem is disruption of your life or work and you may need a 'sick note' or other support we need to know please - it helps us to prioritise treatment if we know how difficult things are for you.

 

5.    If you are feeling unusually sad or worried please tell us - many things apart from physical diseases can cause distressing symptoms.

 

Please remember that being asked to deal with more than one problem in a consultation is a common reason for us being unable to keep the appointment system running smoothly. Please book double appointments (20 min) if you have several problems or complex issues to deal with.

 

Role of reception

 

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Nonetheless, it is your right to request to talk only to the doctor. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. We can offer a degree of privacy in a separate room if your enquiry is sensitive. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

 

Why might it be difficult to get an appointment

 

The surgery is particularly busy on Mondays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. If you let us know as soon as possible you can't attend your appointment, we can then make it available for another patient. You can book to have a telephone consultation with a doctor if you wish. He or she will ring you on the telephone number you have given.

 

What if I can't get an appointment

 

The surgery is particularly busy on Mondays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. If you let us know as soon as possible you can't attend your appointment, we can then make it available for another patient.

 

Routine appointments

 

If you need to book a routine follow-up appointment with a particular GP you can make an appointment up to 6 weeks in advance. Many routine appointments are for patients who have a long-term or chronic condition that needs monitoring on a regular basis. We will let you know when your next appointment is due with the practice nurse or doctor either by post or phone. If this time is not convenient, please telephone reception to re-arrange it. It is important to continue your regular check-ups, even if you are feeling well. Routine appointments are available during normal surgery hours with the practice nurse and/or doctor.

 

How to arrange a home visit

 

Our doctors typically see four patients at the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the practice if at all possible. However, we can visit you at home if your condition means you cannot attend one of our premises. Please ring the main switchboard before 12noon to arrange a visit. Please be prepared to tell the receptionist about your condition so we can visit the most urgent cases first. The doctor may wish to speak with you to see if it would be better for you to come to the surgery to be seen immediately. Home visits are normally made between 1pm and 3pm.

 

What do I do in an emergency

 

If you need urgent medical advice during surgery hours, please phone the surgery on 0115 9430530. Please be prepared to give some information to the receptionist. If you need to see a doctor urgently when the surgery is closed please phone the surgery on 0115 9430530 and follow the instructions. You will be put through to the ‘out-of-hours’ service on behalf of  Nottingham West CCG. They will pass a message to the doctor on duty who may phone you to assess your problem. You might be asked to attend the out-of-hours clinic, or receive a home visit. Alternatively you can phone 111. 111 offers free expert health information and advice 24 hours a day. It can advise you whether you need to go to the nearest A&E (accident and emergency) or if there is an alternative such as visiting an NHS Urgent Care Centre or walk-in centre. For deaf people and those hard of hearing, a telephone service is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service. Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999. There is a useful guide to common childhood illnesses here.

 

Need a prescription?

 

If you think you may need a prescription medicine, please make an appointment with the doctor. If you have previously been given a prescription for a straightforward condition, such as hay fever, we may be able to issue a prescription after a telephone consultation. Please ask the receptionist. Your local pharmacist should be able to give you advice for non-prescription medication.

 

How to get a repeat prescription

 

We have a computerised repeat prescription service. Repeat prescriptions are normally for patients with long-term conditions who receive regular treatment. Your doctor will decide who can have a repeat prescription. From time to time we will ask you to see your doctor to review your medication. We do this to monitor your illness and medication. You can ask for a repeat prescription: by phoning between 10am-12noon, by calling into the surgery when the reception is open, online or by post. Wherever possible please give the exact drug names when ordering. Please allow at least 48 hours before collection at the pharmacy (of your choice). We can now offer the Electronic Prescription Service (EPS) which means your prescription can be delivered electronically to your pharmacy of choice so you do not need to collect it from the surgery. Please see your pharmacy to sign up.

 

Request your repeat prescription or view your medical record online

 

You can now  request any of your regular repeat medications or view your medical record online from the comfort of your own home. To take advantage of this system please take two forms of ID to Reception (between the hours of 9am and 4pm) and pick up a registration form. Please read this information here. If you prefer you can download a copy of the form for access to appointments and repeat medication here. If you are applying on behalf of somebody else please use this form. Please complete this and bring to Reception. If you would like further access to your medical record please ask at Reception.

 

How to get travel vaccinations

 

For routine protection against Tetanus and Polio please make appointments with the practice nurse. We offer a full range of vaccinations for foreign travel. For all advice and information regarding foreign travel please make an appointment with the practice nurse 8 weeks before departure so that immunisation can be completed. Please note that not all travel vaccinations are free of charge.

 

How to get your test results

 

On average please allow 5 working days for your test results to come back from the hospital unless your doctor has advised otherwise. Please note that X-ray results take a little longer, usually 10 days. Sometimes, we cannot always give full results over the phone. If the result is complicated, or if the doctor wants to see you about the result, we will offer you an appointment. We will only give results to the person who has had the test.

 

Need to register?

 

We are currently accepting new patients. We can only accept new patients who live in our practice area. We will advise you at registration if you live within our practice area. For our practice area, please click here. If you want to join the practice please read this guide to registering as a new patient here. You can register by completing a registration form which can be obtained from the practice or downloaded here. You will need one copy per person. You will also be requested to fill out a new patient questionnaire. Available in Reception, it can also be downloaded by clicking on one of the following links: Standard questionnaire or Questionnaire for children under 5. When you register if you are on any medication you will need to make an appointment when your prescription is due. Other information you might find useful: Can We Help? (A guide to the emergency services we offer), an Introduction to our online prescription and appointment services, Summary Care Record leaflet and Opt Out form and finally a Self-Treatment leaflet.

 

Please bring the completed form along to reception with your medical card if you have it. The information on the medical card will speed up the process of getting your records from your previous practice. Once you have been accepted as a patient your medical records will be transferred to us and a new medical card will be sent to your home address. You do not need to inform your existing practice that you are moving, although it may be courteous to do so.

 

How to make a complaint

 

If you have a complaint or a concern about the service you have received from the doctor or any of the staff working in this practice then we would like to know about it. We operate a practice complaints procedure which follows the principles of the NHS Complaints procedure. Please click here for our policy and procedure.

 

How to tell the practice if you are pleased (or otherwise) with the service we provide (Friends and Family Test)

 

Please complete a form online here or pick up a form in Reception.

 

How do I apply for access to my medical Records?

 

Please download information leaflet here

 

How do I apply for information under the Freedom of Information Act?

 

Please download leaflet here.

 

What happens when I am referred by my GP to a see a Specialist?

 

You can find useful information in the leaflet here.

Please click on the links below:

 

How do I make an appointment?

How do I arrange a home visit?

What do I do in an emergency?

I need a prescription

How do I request repeat prescriptions or view my medical record online?

How do I get a travel vaccination?

How do I get my test results

How do I register at the practice

How do I make a complaint

How do I tell the practice if I am pleased (or otherwise) with the service we provide?

How do I apply for access to my medical record?

How do I apply for information under the Freedom of Information Act?

What happens when I am referred by my GP to see a specialist?