Whiteheath Medical Centre is registered with the CQC as part of Your Health Partnership: Regis Medical Centre, hence the reason it is no longer registered with CQC
Tel: 0121 612 2700
All calls are recorded
Karen Holyoake/Sonia Wood
If you have any questions about the administration and the management of the practice, the Outlet Supervisor will be able to help you. Karen or Sonia are available to discuss any suggestions or complaints you may have.
Consultations are by appointment and can be booked by telephone or by calling at the surgery. You may choose to book in with a particular doctor but you may have to wait as they may be fully booked.
Urgent appointments can be arranged by phone.
To Book an appointment online or register for this service, please access Online Reception
To speak to a doctor or nurse by telephone, contact reception who will advise on appropriate times of availability, which is normally between 11:20 – 12:00 (Whiteheath) and 11:30 – 12:00 (Mace St).
In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many conditions and you may be seen more quickly.
We have access to interpreting services. If you require an interpreter please ask at reception when booking your appointment.
If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the appointment to someone else.
In line with national standards, visits are reserved for housebound and terminally ill patients only. If you feel you need a home visit, please phone 0121 612 2700. A doctor may 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 telephonist will ask you for more information. The on call doctor will then assess the urgency of your problem.
Whiteheath Medical Centre and Mace Street Clinic are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times. Any patient can request a chaperone, a trained member of staff, to be present during their consultation. If you feel you would like a Chaperone present at your consultation, please inform your Doctor/Nurse who will be more than happy to arrange this for you.
A doctor or nurse may request a chaperone but will always discuss this with you and you may, of course, refuse. If you would like to see a copy of our chaperone policy or have any questions regarding this, please contact the Outlet Operations Manager.
To register or request your repeat medication online, please access Online Reception
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.
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:
- Visit us in the practice
- Contact us via telephone
- Contact us via post
- Complete our online feedback form
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
- 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.firstname.lastname@example.org 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
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