Question 1

How do I register with EPGP?

Accepted Answer

When you call to book an appointment, you will be asked for the registration details eg name, dob, address, contact numbers etc. so that we have essential information available for our GPs at your consultation. It is free to register. You will need to fill in a new patient information form which will be emailed to you to complete prior to your appointment, even if you book on the day. If you do not have access to an email, you can complete one at reception on arrival or the GP will ask for the information from you. During the Covid-19 pandemic, we prefer if possible for the form to be completed online.

Question 2

Will the Private registration affect my NHS registration?

Accepted Answer

Registering and seeing a GP at EPGP does NOT affect the registration status at your NHS practice.  We strongly advised that patients maintain their registration with NHS services, especially as we currently do not offer out of hours (OOH) service.

Question 3

During the Covid-19 pandemic and the worries with social contact, what is the practice's policy for patients attending the clinic?"

Accepted Answer

We have in place strict hygiene and infection control procedures following national guidance. We are a small private clinic shared with specialist consultants but adopt a policy where patients are carefully staggered with gaps in between appointments to avoid excess interaction and for cleaning patient contact points.   For  patients attending for face to face consultations, we ask that patients only come into the premises just before their appointment time.   At this point, we ask that our patients ring the doorbell at the entrance so staff are aware that they have arrived to be let in.   It is a requirement that masks are worn at all time and the use of hand sanitiser at the entrance, as well as a temperature check.   No patient will be allowed in if the temperature is above 37.8 C.   For symptomatic patients attending for COVID PCR swab testing, we operate a Drive-thru service.

Question 4

How long is an appointment?

Accepted Answer

Standard GP appointment is up to 30 minutes. Longer appointments can be arranged on request, or a double appointment can be booked. We try to give plenty of time to discuss symptoms and concerns without our patients feeling rushed. However some conditions can take longer than others so if a condition for discussion is complex or there is more than one problem to address the recommendation is to book an extended consultation. If you are not sure how long you need please feel free to discuss with our booking team. New patients to the service will need to have details of their previous medical history, current medication, relevant lifestyle and family history.

Question 5

Cancellation policy

Accepted Answer

Any appointments cancelled within 24 hours of the appointment time will be not be refunded. A new appointment will need to be made and paid for. Appointment missed without notice will be charged the full appointment fee. Please be aware that Covid PCR tests are subject to a different cancellation policy - if a Covid test needs to be cancelled we can arrange an alternative appointment time. If it needs to be cancelled outright, then a 50% cancellation fee will be taken to cover the cost of the testing kit, the courier service and the administrative costs involved.

Question 6

Out of hours access

Accepted Answer

We currently do not offer out of hours service. If you have a query which is not urgent then please contact the surgery between 8am and 6pm Monday to Friday and Saturday 8am to 1pm on the usual surgery numbers. If you need urgent medical attention when we are closed, please contact NHS 111, or call 999, or attend the local Accident and Emergency. Please call the NHS 111 service if you need urgent medical help or advice but do not think it is a life-threatening situation. For example : If you need medical attention fast but not an emergency to warrant calling 999. If you are not a sure whether you need to go to A&E or whether another NHS urgent care service is available  If you have need of advice regarding health information or reassurance about what to do next  Immediate, life-threatening emergencies, please call 999.

Question 7

How can feedback such as complaints and compliments be given?

Accepted Answer

We welcome feedback from our patients, as this can be used to help us give our patients a high standard of care and improve our services where appropriate. Please speak to our GP Adminstrator either via telephone, email or in writing who will try to resolve any issues you may have.  If you have any concerns or a complaint about our service, please let us know. If you have an appointment at The Clinic and have any comments, compliments or complaints you can enquire at the reception. Any complaints received will be taken very seriously, and the practice will endeavour to work with our patients to understand how the complaints arose, how we can use the experience to improve our services and avoid any issues raised from occurring again. We will formally acknolwledge your complaint within 3 working days of receipt which will normally be in writing but can be given verbally if appropriate. If you would rather complain through an external channel then please contact the Care Quality Commission (CQC) 03000 616161 or the Local Government Ombudsman 03000 610614.

Question 8

What special equipment is required for a video consultation?

Accepted Answer

There is no special technology required for a video consultation. The consultation is carried out via our clinical system - an SMS text message, or email will be sent to a device of choice at the time of booking. To join the consultation at the time booked, just click on the link sent. The telephone number and email address to be used for the video consultation can be provided by the patient or person booking when arranging the appointment.

Question 9

Is there a “Emergency Walk In Service” at the clinic?

Accepted Answer

We do not offer this service at the clinic, please call the practice in advance to book an appointment. Same day appointments are available most days. For any medical emergencies required, please call NHS 111, or 999 if immediate and life threatening or visit the local Accident and Emergency.

Question 10

Private Prescriptions

Accepted Answer

All prescriptions issued are private. No fee is charged when a prescription is done during a consultation. Private prescriptions can be taken to any pharmacy, there will be a cost for the medication plus any additional dispensing fee from the pharmacy. A private prescription can also be emailed or posted to a local pharmacy of choice or patients home address.

Question 11

Repeat Prescriptions

Accepted Answer

Repeat prescriptions can be provided : For medication which our GPs have initiated, please contact the practice number or submit the request via email, giving clear indication of the medication required, the dose and the amount needed. For medication initiated by another practice, written documentation of the medication will be required as well as a consultation with one of our GPs.