More Information

Change of Name or Address

Please notify us immediately of any change of name, address or telephone number so that we may update our records. Telephone numbers are very important for emergency purposes, particularly if a patient is ex-directory.

Private Referrals

For a private referral to see a consultant, please make an appointment to discuss this with your doctor.  If appropriate, a letter will be given, usually with the consultant’s private room’s telephone number on the envelope.  It is the patient’s responsibility to make the appointment with the consultants themselves at a mutually convenient time and to take the letter with them.

Doctors' Notes (Club Notes)

For sickness lasting less than seven days, employees should complete a ‘self certificate’ form, which is obtainable from their workplace.  If your employer requests a private doctor’s certificate for this period (and only if this is a requirement of your employment contract), you will need to make a routine appointment to see the doctor, and a fee will be payable for this certificate.  For sickness lasting longer than seven days, a sick note will be required from the doctor. This note (Med3) is free.

If you need a further sick note, please try to see the same doctor who has been dealing with your problem.  Even if your doctor is temporarily unavailable, for example on holiday, this non-urgent problem can wait until their return. Notes can be issued to cover previous absences from work as long as they are continuous.

Continuity of Care

Following on from above, the practice would like to stress an important point.  As a group practice, patients can see any doctor they wish.  However, in order that the best care may be given, it is important to see the same doctor for a particular problem.

Therefore we stress that if you make an appointment, and you are consulting for a problem that a certain doctor is already treating you for, then please book the appointment with that same doctor, even though it may mean a wait to see that doctor.  After a consultation, if the doctor would like you to book a follow-up appointment, it often helps to book with that doctor before leaving the surgery, as these appointments are usually available at this time.

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.  It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.  This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.  You have a right to know what information we hold about you.  If you would like to see our records, please call our Practice Manager on the main surgery number.  Please note there may be a charge for access to your records. 

Patients' Rights and Responsibilities

Patients have the right to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• received appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• view their medical records, subject to the Acts and to know that those working in the NHS are under legal obligation to keep the contents confidential.

With these rights come responsibilities and for the patients this means:

• courtesy to the staff at all times – remember they are working under doctors’ orders.
• to attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
• an appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made.
• make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
• when you are asked for 48 hours notice for repeat prescriptions, please give us this time as it allows for accurate prescribing
• out-of-hours calls (e.g. evenings, nights and weekends) should only be requested if they are felt truly necessary.

Zero Tolerance Policy

Ivy Grove Surgery operates in line with the NHS Zero Tolerance Policy.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similar respectful way. We take seriously any threatening, abusive or violent behaviour against our staff or patients. If a patient is abusive or violent, they will be warned to stop their behaviour.  If they persist, we will exercise our right to take action and have them removed immediately from the premises, by the police if necessary. They will also be removed immediately from our list of patients.