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Noticeboard

IMPORTANT INFORMATION FOR PATIENTS - CORONAVIRUS

To reduce the spread of the virus we are discouraging patients attending the surgery unless you have had a triaged appointment confirmed.  If you require repeat medication please sign up for patient access or contact oxshott.reception@nhs.net or telephone 01372 844000.  Specimens  can be put through the surgery letterbox before 10.45am Mon- Friday.

This measure has been implemented as a temporary measure to protect both our patients and staff.

Thank you for your understanding and co-operation.

 

 

What are the symptoms? Symptoms include:

  • Fever.
  • Dry cough.
  • Difficulty breathing.
  • Severe acute respiratory infection (including shortness of breath, dry cough or sore throat).
  • Loss of appetite.
  • Sweating and shivering.
  • Headaches and muscle aches.
  • Pneumonia symptoms – increasing cough and shortness of breath, sometimes with blood-stained or rust-coloured sputum

Who is at risk? You are at increased risk if you:

  • Have been in an area where the virus could have been acquired in the last fourteen days (eg Wuhan).
  • Have had contact with someone with a confirmed case of coronavirus in the last fourteen days.
  • Are a healthcare worker caring for people with severe respiratory infections.
  • Have flu-like symptoms and have had contact with a hospital in an affected country or had contact with markets selling animals or fish in Hubei province in the last 14 days.

 

How do I get help if I think I might be affected? According to Public Health England’s guidance:

  • You should stay indoors and avoid contact with other people.
  • You should not attend your GP practice – they are not equipped to handle cases of this coronavirus as you will need specialist testing and care.
  • You should call 111 for advice – make sure you let them know if you’re in one of the at risk groups above.
  • You (or the clinician) should call ahead before going to hospital and let them know you think you may be affected.
  • You should not use public transport or taxis to get to the hospital.
  • You will need to be put into isolation away from other patients and staff.
  • When you arrive, you will need to expect the team treating you to wear protective equipment until the infection has been ruled out or confirmed.

 

PPG Information - Would you like to join our Patient Participation Group?  Would you like to join the committee or become a member?   Please click on the link below to find out more.

FOOD BANK - We are now a drop off point for the food bank if you would like to make a donation to help local families in Oxshott and Cobham.  Items required this month are tinned vegetables, tinned custard, tinned tomatoes, UHT milk, fruit juice or squash.  Please ensure no food is out of date with a minimum 3 month expiry date.  All donations are greatly appreciated.

pad_and_penSuggestions & Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a Complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Provided that is within 12 months of the incident.

Our Practice Manager will be pleased to deal with any complaint and will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

  • In person or
  • In writing – some complaints may be easier to explain in writing, please give as much information as you can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible.

What shall we do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 25 working days of the date when you raised it with us. We shall then be a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive and apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next We hope that if you have a problem you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect your right to approach the local Clinical Commissioning Group (CCG) if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. The Patient Advice and Liaison Service based at Surrey Downs CCG provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Telephone 01372 227300

If you remain dissatisfied with the responses to your complaint you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or Textphone (Minicom): 0300 061 4298, or you can access their website at www.ombudsman.org.uk

Help us to get it right We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

 
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