General Information

This new website aims to personalise healthcare and provide information that will ‘allow patients to make meaningful choices about when and where to receive their treatment.’ Click on the NHS Choices image to be taken to this site. The new website goes under the slogan ‘your health, your choices’ and has been designed to provide ‘an information service fit for the 21st century.’ NHS Choices is intended to allow patients to access NHS approved information under four different headings: Living Well – providing information to help people stay fit and manage their health; Health A-Z – providing a library of approved medical literature; Choose Services – full authoritative and comparative data on standards and availability of services with quality scorecards for all services; Your Thoughts - where patients are invited to comment and feedback on NHS services.

 

Consultations
Appointments should be made for consultations.  These are usually available for the following times (although these may vary if a Doctor is on holiday):-  

MOUNT STREET (024 7667 2277)
Monday:	8.30am – 11.30am	2.30pm – 5.30pm
Tuesday:	8.30am – 11.30am	2.30pm – 5.30pm
Wednesday:	8.30am – 11.30am	3.00pm – 5.30pm
Thursday:	8.30am – 11.30am	3.30pm – 5.30pm 6.30pm – 7.00pm
Friday:	8.30am – 11.30am	2.30pm – 5.30pm 6.30pm – 7.00pm
PRIOR DERAM WALK (024 7667 4873)
Monday:	8.30am – 11.00am	2.30pm – 5.30pm
Tuesday:	8.30am – 11.00am	3.30pm – 6.00pm 6.30pm - 7.00pm
Wednesday:	8.30am – 11.00am	2.30pm – 5.00pm
Thursday:	8.30am – 11.00am	2.30pm – 5.00pm
Friday:	8.30am – 11.00am	2.30pm – 5.00pm
Saturday:	8.30am – 12.00pm

Sundays / Bank Holidays
Both surgeries are closed on the days on Sundays and Bank Holidays.

How To Register With This Practice
Anyone who lives within our Practice boundary can register with the Practice*. If you wish to register as a new patient with this practice then please contact our receptionists who will help you.

*as long as our patient list is 'open'

Repeat Prescriptions
Most repeat prescriptions are printed by the computer.  To order your next prescription please return the counterfoil to reception marking the items you want. If telephoning with your request please ring after 10.30am.

Your prescription will be ready for collection on the next working day.  If you would like it posted then please send a stamped addressed envelope. The counterfoil will indicate how many repeats you have had. Please make an appointment with the doctor for a check when you have had the last allowed repeat prescription.

We can now receive your repeat prescription requests online by completing the form here. Online repeat prescription requests will be available for collection from our Mount Street surgery only within 48 hours. Please be aware that only items listed as repeat prescriptions can be ordered this way – if there is any doubt, please call one of our receptionists who will be happy to assist you.

Violent/Abusive Patients
Patients and Staff have a right to be treated with respect and dignity. We support the policy of Zero Tolerance of abuse and violence in the surgery. If a patient is violent or abusive to a GP or to a member of staff they will be removed from our patient list.

Test Results
The receptionists are able to tell you if your test results are back, they will tell you if you need to see the doctor.  Receptionists are not clinically qualified and so are not trained to read the results.

Disabled Access
Both of our surgeries have disabled access and toilet facilities, however at Mount Street some surgeries are held upstairs.  If you have difficulty getting upstairs then please inform the receptionists who will arrange for you to be seen downstairs.

Computer
The practice uses the computer for much of its work.  We do, of course, comply with the Data Protection Act.  Only anonymised information is used for medical research or post payment verification by Coventry PCT. The medical records are also used for administration purposes.

Health Advice Leaflets/Information
A general selection of leaflets and information is available in the waiting room and corridor.  Others are available from the doctor.  If you cannot see what you want then please ask.

Comments/Compliments/Complaints
We always try to provide the best services possible, but there may be times when you feel this has not happened. We have an in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure, it will not affect your right to complain to Coventry Primary Care Trust. Please note that we have to respect our duty of confidentiality to patients' and a patient's consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint, or have any comments or suggestions then please write to our practice manager, Mr Grant, or any of the Partners. 

All complaints will be acknowledged within 2 working days. You can complain to Coventry Primary Care Trust, but we would like to have the chance to investigate your complaint ourselves.

Suggestions Box
This is in the waiting room.  Please try to offer constructive criticism – we are keen to consider all reasonable suggestions.  It would be helpful if you could give your name and telephone number so that we can discuss your suggestion with you.  We shall, of course, understand if you wish to remain anonymous.

Videos
With your permission some consultations may be recorded on video for training purposes.  There may be shown to other doctors or to medical students.

Health Channel Information Videos
These operate at both surgeries and are regularly updated.

Confidentiality
We have very strict rules about confidentiality, which apply to all our staff.  We are especially careful that family members should not be able to learn things about each other.

Access To Your Notes
All patients have the right to apply for access to their health records.  Provided that any appropriate fee has been paid and the application is made in writing and contains details of the information requested, the Practice is happy to comply with the request for access (subject to certain exceptions). However, the Practice also has a duty to maintain the confidentiality of patient information and to satisfy itself that the applicant is entitled to have access before releasing information.

If you wish to see your medical notes then please enquire at reception for details or how to do this and any charges that may be made.

Freedom of Information
The Freedom of Information Act recognises that members of the public have the right to know how public services, such as the NHS, are organised and run, how much they cost and how complaints can be made if you need to. The Forrest Medical Centre has a Freedom of Information Publication Scheme that includes this information along with details of the services provided, the targets that have been set, the standards of services that are expected and the results achieved.

For more information or to obtain a copy of the Publication Scheme please speak to the Practice Manager.

Our Freedom of Information Publication Scheme can also be found at www.foi.nhs.uk/practice?id=7945