Policies and Procedures

Prescriptions

How to order a repeat prescription

Repeat prescriptions can be ordered 3 different ways:

Online 
Written request submitted to the practice 
By pharmacist

Please allow plenty of time for your repeat prescriptions to be prepared especially around bank holidays. Your prescription will take two to four working days (excluding Saturdays, Sundays and Bank Holidays).

To avoid errors, telephone requests are not accepted. You can collect your prescription from the surgery any time between 8.00-18.30 weekdays or alternatively we can arrange for your prescription to be sent to your nominated Pharmacy where you can then collect it during their usual pharmacy opening hours.  

Written Requests The system is computerised, so please use the printed request slip on the right hand side of your previous prescription or write your full details, including the name and strength of the drug. You may deliver your request to the surgery or have a pharmacist deliver it on your behalf.

Online Requests Patients can also request their repeat prescriptions quickly and easily using our online services. To use these services you need to be registered first. Find out how to register. If you have already registered for the online service Patient Access log in.

If you would like to request an item which you have had in the past and does not appear on your repeat medication list on the Patient Access website, you can make a request using the link below or as a comment on your patient access request: https://rhsamc.webgp.com/consult-administrative-help

Home visits 
Home visits are for housebound patients; lack of transport is not a reason for requesting a home visit. Whether or not the doctor will visit is at their discretion. and according to clinical need. They are usually reserved for older, infirm or terminally ill patients or in absolute emergencies. Children who are unwell can be brought to the medical centre. Please make every effort to get to the surgery, as the facilities for examination and treatment allow better evaluation than at home. As a general rule you will also be seen more quickly by coming to the surgery than waiting for a home visit. 

If you or members of your family need a home visit, please ring the surgery before 10.00am, giving as much information as possible so that the triage clinician can assess the degree of urgency. 

Chaperones 
Before an intimate examination (both male and female) the Doctor or Nurse will give you a full explanation of the procedure you are about to have and offer you the choice of having a chaperone present. 
If you require a chaperone one of our practice nurses or another GP will be available. 

Confidentiality 
Please feel assured that all the doctors, nurses and practice staff are bound to maintain confidentiality. Could you please remind your family and friends that if they phone or come into the surgery to see if you are here that we will not be able to tell them. 
Details about patients registered at this Practice (both personal & medical information) are recorded on computer and in paper form. Some of the information will be sent to hospital consultants and other health professionals to whom you are referred by your GP, in order to provide continued health care and obtain treatment for you. 
To ensure the security of the information obtained all of the health care staff who have access to your details and medical records are covered by confidentiality clauses in their employment contracts, and the Data Protection Act and Freedom of Information Act. 
We realise that sometimes the Reception desk is a little public and if you wish to discuss something of a confidential nature, please mention it to the Receptionist and we will make arrangements for you to see someone privately. 
For more information relating to how the NHS looks after your information please see www.nhs.uk

Training Practice 

Ascot Medical Centre is a training practice and is accredited to train doctors intending to become general practitioners, as well as doctors in their foundation years (the two years after qualifying as a doctor). As part of this training process, you may see a doctor in training attached to the practice or you may see this doctor with another of our regular clinicians [a ‘joint surgery’]. 
Our GP Trainees and our GP trainers will sometimes take a video consultation of patient consultations as part of this training process. You may therefore be requested to agree to such a video recording of your consultation. Your permission will always be requested beforehand and you will be asked to sign a letter of consent. If, after the consultation, you wish to withdraw such consent, this will be possible. There is no obligation for you to agree to such recording. 
To remain a training practice, the practice is regularly inspected by Health Education England – Thames Valley, and this inspection may include a review of patient’s clinical records. Doctors specifically approved for this purpose will carry out these assessments. 

We believe that our patients benefit in a number of ways from our training practice status:

  • A training practice is a provider of high quality clinical services suitable for training the future generation of GPs and other medical specialists.
  • Patients benefit from the improved access to services provided by the additional workforce provided through the training schemes.
  • Patients in the long run benefit from us contributing to the training and recruitment into General Practice: With the country being desperately short of qualified GPs able to meet the needs of our population we do our bit to help resolving the General Practice workforce crisis


If you require any further information about either the practice as a training practice or the video recording specifically, please speak to a member of staff. 
Our two GP trainers are Dr Taiba Javaid and Dr Edward Williams 

 Zero Tolerance 
Aggression towards staff 
The Practice has a zero tolerance policy relating to any violent or abusive behaviour. 
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.  We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.  If a patient is violent or abusive, they will be warned to stop their behaviour.  If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. 

Complaints

How to Make a Complaint 
Whilst we endeavour to ensure that all matters are dealt with to your satisfaction, we do recognise that on occasions you may have a complaint or concern about the service you have received. We operate a complaints procedure which meets national criteria.We would hope that any matters can be dealt with to the satisfaction of all parties through early discussion. Any such matters may therefore be discussed with any of the GPs or with the Practice Manager. Although it is hoped that such matters can be dealt with immediately, we hope that you will understand that on some occasions an appointment may need to be organised. We would ask that you let us have details of your complaint as soon as possible after the incident and no later than 6 months after the incident or within 6 months of discovering the matter, provided this is within 12 months of the incident.

If applicable, you should put your comments in writing, addressed to either the Senior Partner or The Practice Manager. Correspondence should be sent to – Ascot Medical Centre. Forest Lodge, Heatherwood Hospital, Ascot, SL5 8AA.Note – If a third party is making a complaint on behalf of another person, they must have the written consent of the other person to act on their behalf. Such consent will need to be provided to the Practice.We will send you a written acknowledgement of receipt of your complaint within 3 working days with a detailed response to follow as soon as is reasonably possible. Please be aware that the complexity of the complaint may impact on the time taken to respond.Depending on the circumstances, you may be offered a meeting with The Senior Partner, a GP, The Practice Manager or a combination of these.

Where the matter is not resolved at this stage, you should contact NHS England on 03003 11 22 33 or by email at england.contactus@nhs.net or by post to  NHS England, PO Box 16738, Redditch, B97 9PT.

If you remain unhappy after local resolution you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of both the NHS and Government.

You can contact the Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP Tel : 0345 015 4033 email: OHSC.Enquiries@ombudsman.gsi.gov.uk  Website: www.ombudsman.org.uk 

Who else can help? If you require any further advice on how to complain, additional information is available as follows – Information on the NHS Complaints Procedure is available on the NHS website at www.nhs.uk or on the D.O.H. website at www.dh.gov.ukPatient Advice & Liason Service (PALS) can explain the complaints procedure and may be able to help you settle a less serious complaint by informal negotiation. They can be contacted on 01753 635615.Local Advocacy Service – S.E.A.P. – Telephone 0330 440 9000 or visit their website at www.seap.org.ukThe Citizens Advice Bureau can be contacted on 0845 050 5161 or at www.citizensadvice.org.uk/health