Regis Medical Centre

Tel: 0121 559 3957

Outlet Supervisor
Agata Rychel

If you have any questions about the administration and the management of the practice, the Outlet Supervisor will be able to help you. Agata is available to discuss any suggestions or complaints you may have.

Your Health Partnership is now operating 7 day extended hours opening for patients to access doctor and nurse appointments. This means that our patients can access a limited number of same-day and pre-bookable telephone and face to face appointments Monday to Sunday.

Please note the opening hours below; The extended hours appointments might not be held at your usual practice.

Sunday morning appointments will consist of a limited number of pre-bookable telephone consultations only.

Our telephone lines are open Monday – Friday 08:00AM – 08:00PM and on a Saturday 08:30AM – 10:30AM.

The extended hours appointments will be covered at each of our practices throughout the week; you can still have a late night appointment on any day but you may have to travel to a practice other than your usual one.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Regis Medical Centre 08:00AM – 6:30PM 08:00AM – 8:00PM 08:00AM – 8:00PM 08:00AM – 6:30PM 08:00AM – 8:00PM 08:30AM – 10:30AM Closed
Carters Green Medical Centre 08:00AM – 8:00PM 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM Closed Closed
Oakham Surgery 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 8:00PM 08:00AM – 6:30PM Closed Closed
Whiteheath Medical Centre 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM 08:00AM – 6:30PM Closed Closed

Telephone Appointment Service

From Monday 4th September 2017 all patients will access the practice via a telephone appointment with the most appropriate person for their needs; this could be a Doctor, a Physician Associate or a Clinical Pharmacist depending on what you are calling us for.

Telephone appointments will be offered either in the morning, in the afternoon or during one of our evening sessions; if you are at work and need your appointment to be between certain times then please tell us and we will do our best to accommodate this.

To improve continuity, if you need to be seen face to face then this will usually be with the same clinician you had the telephone appointment with; if you want to speak to a specific clinician then please tell us it’s an on-going issue and we will do our best to accommodate this.

Why is the practice offering telephone appointments?  

When we looked at the reasons that our patients were booking appointments for, we realised that many people don’t need to come into the practice all and the majority of problems can be safely dealt with over the telephone. For example medication reviews and questions about medication; follow on sick notes or questions about test results. By offering you a telephone consultation as our first point of access we can therefore make more time for the patients who need to be seen face to face.

How is it going to work?

  1. Call us on the day that you need the advice or alternatively book your telephone consultation online; it should no longer be necessary to book appointments in advance however we will be releasing 25% of the available telephone appointments to book online from 8:00pm the night before. We know that our telephone lines are very busy first thing in the morning and we think that this will help you.
  1. When you do call, you will speak to one of our Care Navigators who will ask you to describe very briefly what you need help with today. The information that you choose to give will be treated as highly confidential and is purely for the purpose of helping you to speak to the best person; all members of the healthcare team, clinical and non-clinical, are bound by the same rules that protect your confidentiality.
  1. The Care Navigator will then book your telephone appointment with the most appropriate person for your needs. They are not there to diagnose you, only to offer you the choices that are available.
  1. 4. If following your telephone consultation you need to be seen face to face on that day, then the clinician will book you an appointment, however it may be necessary to see you at a later date, in which case they will book that for you; this will be either in the morning, in the afternoon or during an evening session.

What is going to happen after this new appointment system is launched?

Even with all our best efforts, we recognise that this new appointment system isn’t going to be perfect straight away. As we said earlier, we are going to need the help of all of our patients to get this right.

We will be asking for regular feedback and suggestions from our patients about how the appointment system is going. This feedback will be reviewed by Your Health Partnership (YHP) and patient representatives every three months. The review group will then suggest changes to the appointment system. Thus every three months the system will be improved based on the feedback we receive.  This is a system of continuous improvement which YHP will adopt.

By working in this way we will be co-creating a system that is responsive to the needs of our patients.

Physician Associates support doctors in the diagnosis and management of patients. They are trained to undertake a number of roles including: taking medical histories, performing examinations, analysing test results, and diagnosing illnesses under the direct supervision of a doctor.

Clinical Pharmacists are health professionals who train for many years to become specialists in medicines and they can help you with any questions you might have about your medication, including: advice on how to take your medication, possible interactions or side effects of medication, prescribing of an acute medicine that is not on repeat, medication reviews, switching medication and prescribing of medication following a hospital discharge.

To Book an appointment online click here

Home Visits

In line with national standards, visits are reserved for housebound and terminally ill patients only. A doctor will ring you back to decide whether a visit is necessary or not. Please phone before 10.00am if possible to arrange a home visit. Requests for emergency visits can be made at any time by phoning the surgery. The Care Navigator will ask you for more information. The duty doctor will then assess the urgency of your problem.

 

How Do I Obtain A Repeat Prescription?

There are a number of options available to help you to order and manage your repeat medication easily and efficiently.

Repeat Prescriptions Online

You can now access and order your repeat medication online using a secure, password protected system.

Repeat Prescriptions using your local pharmacy

If you use the same pharmacy regularly they may be able to order your medication with us directly. They will collect the prescription from us or we can send it to them electronically (see EPS Service). Some local pharmacies run a delivery service to assistant patients in obtaining their medication.

Repeat Prescriptions using the order form

You may wish to request your repeat prescription by completing the order form on the right-hand side of your prescription, or write a note giving a list of your requirements, including your name, date of birth and your address. You may send your written requests by post or pass them to reception.

PLEASE ALLOW 48 HOURS FOR YOUR PRESCRIPTION TO BE PREPARED BEFORE COLLECTION.

Remember to take weekends and bank holidays into account.

NHS Electronic Prescription Service

The Electronic Prescription Service (EPS) is an NHS service. It gives you the chance to change how your GP sends your prescription to the place you choose to get your medicines or appliances from. Click here for more information

Repeat Dispensing Service

Speak to your doctor to see if you qualify for this service. Once the paperwork is signed you can then take it to your local pharmacy of choice and collect your medication every month from them.

Medication Reviews

Patients on repeat medication will be asked to speak to a doctor, physician associate or clinical pharmacist at least once a year to review these regular medications and notification should appear on your repeat slip. Please ensure that you book an appropriate appointment to avoid unnecessary delays to further prescriptions.

It’s important that if you feel strongly about something that you have the opportunity to have your voice heard.

We welcome any and all comments that you wish to make about our services and there are several ways that you can do this:

It’s important that we know when things aren’t right and if you feel that you need to need to make a more formal complaint then we will support you through our complaints process.

Making your complaint   

In the first instance, if possible, discuss your complaint with the staff member concerned to see if the issue can be resolved.  If the issue cannot be resolved at this stage, please contact the Outlet Supervisor, who will try to resolve the issue and offer you further advice on the complaints procedure. You will be sent/given a copy of our complaints form to complete with as much detail as possible.  We will always keep details of your complaint confidential.

You will receive acknowledgement of receipt of your complaint within 3 working days.  We will contact you either by letter or telephone to arrange a meeting to discuss your complaint and agree with you how this is going to be investigated and the timescales for this to be completed.

If you do not raise your complaint immediately, please let us have the details of your complaint within the following timescales:

  • within 12 months of the incident that caused the problem

OR

  • Within 12 months from when the complaint comes to your notice.

Complaining on behalf of someone else

If you are complaining on behalf of someone else, please note we have strict rules of medical confidentiality.  We need to know that you have the permission of the other person concerned and they will be asked to complete a consent form, unless they are incapable, because of illness for example, of providing this, when we would normally get signed consent from the next of kin.

Investigating your complaint

When we look into complaints, the Outlet Supervisor will:

  • Ascertain the full circumstances of the complaint.
  • Arrange for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

If you wish to talk to someone who is not involved in your care, you can contact the NHS England Customer Contact Centre on 0300 311 22 33.  They will be able to signpost you through the system, although they will advise you that it is preferable to go through local resolution by contacting us in the first instance.

You do, however, still have the right to approach the Customer Contact Centre if you feel you cannot raise your complaint with us.  You can contact them on 0300 311 22 33, by email England.contactus@nhs.uk or by writing to NHS England, PO Box 16738, Redditch, B97 9PT.

Please note:  If we have already investigated your complaint under the Health and Social Care Complaints Procedure, then the NHS England Customer Contact Centre cannot review it.  It would have to be forwarded to the Parliamentary Health Service Ombudsman, as detailed below.

If you do not feel that your complaint has been resolved satisfactorily

If you do not feel that your complaint has been resolved satisfactorily you have the right to take your complaint to the Parliamentary Health Service Ombudsman.  The Ombudsman is independent of government and the NHS.  The service is confidential and free.  There are time limits for making your complaint to the Ombudsman, but these can be waivered if there is good reason to do so.

You can contact the Ombudsman on 0845 015 4033 or write to them at:

The Parliamentary Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P  4QP

Email:  phso.enquiries@ombudsman.org.uk

Website:  www.ombudsman.org.uk

Independant advice 

You can receive help with your complaint from POhWER – the NHS Complaints Advocacy Service on 0300 456 2370.  They can help you with writing letters and completing forms etc.  Their website is www.pohwer.net.

Complaints about secondary care

If your complaint is about secondary care (a hospital for example), you can contact the Time2Talk team at Sandwell and West Birmingham Clinical Commissioning Group

https://sandwellandwestbhamccg.nhs.uk/customer-care