Welcome to our Practice. We operate under a Zero Tolerance Policy
Important message with regards to Monday 19th September 2022
Following the death of Her Majesty Queen Elizabeth II and the activation of arrangements relating to her lying in state and subsequent funeral, the Government has confirmed that Monday 19th September 2022 will be a Bank Holiday.
Highparks Medical Practice will be closed to allow our staff to pay their respects.
We are endeavouring to minimise the disruption to pre-booked appointments and where possible, offering patients who did have an appointment on Monday 19th September, a rearranged appointment as quickly as possible. These patients will be contacted either via text message or telephone to advise them of these changes in the coming days.
The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster. It also lets you read and review notes from your appointments in your own time.
We’re now letting you see all the information within your health record automatically. If you are over 16 and have an online account, such as through the NHS App, NHS website, or another online primary care service, you will now be able to see all future notes and health records from your doctor (GP). Some people can already access this feature, this won’t change for you.
This means that you will be able to see notes from your appointments, as well as test results and any letters that are saved on your records. This only applies to records from your doctor (GP), not from hospitals or other specialists. You will only be able to see information from 1st November 2022. For most people, access will be automatic, and you won’t need to do anything.
Your doctor (GP) may talk to you to discuss test results before you are able to see some of your information on the app. Your doctor (GP) may also talk to you before your full records access is given to make sure that having access is of benefit to you. There might be some sensitive information on your record, so you should talk to your doctor if you have any concerns.
These changes only apply to people with online accounts. If you do not want an online account, you can still access your health records by requesting this information through reception. The changes also only apply to personal information about you. If you are a carer and would like to see information about someone you care for, speak to reception staff.
The NHS App, website and other online services are all very secure, so no one is able to access your information except you. You’ll need to make sure you protect your login details. Don’t share your password with anyone as they will then have access to your personal information.
If you do not want to see your health record, or if you would like more information about these changes, please speak to your GP or reception staff.
Requests for ROUTINE medical advice from a GP are only available as below:-
Monday: 7:30am - 1:00pm
Tuesday to Thursday: 7:30am - 2:00pm
Friday: 7:30am to 1:00pm
Self-help information remains available 24/7.
Please be aware that the hours that Econsult are available will be dependent on demand, capacity and safety
URGENT AND ACUTE appointments should be requested via the telephone triage system by ringing the practice in the morning
on 01634 949300. Telephone lines are open from 8.00am.
If your issue is about a rash or other skin problems, please try to provide a photo when submitting your eConsult enquiry as this will help the clinician in dealing with your problem. Before you start your eConsult, please see below the exclusions for this service.
From 18th March 2022, Proxy Access has been introduced allowing someone else to submit an eConsult on behalf of a patient. The submitter must provide their own contact details and their relationship to the patient, alongside the patient's details. The contact details provided by the proxy will be made available to the practice but the practice may contact either the patient or the proxy.
E-Consult have made some changes to the initial pages when beginning an e-Consultation. Once patients have selected their health condition, the next page is advising patients to possibly consider consulting with a pharmacist or using the self-help advice pages before a GP. If patients do need to contact a GP you will need to click on "contact your GP practice" and the e-consultation will begin. Please do not ring the practice directly
eConsult: Important Information: Please Read
Please DO NOT use eConsult for the following requests but continue to telephone the practice in the usual way:-
- Patients requesting a Home Visit or residing in a residential/nursing home
- Repeat prescription requests or medication queries. We will not process any medication requests through eConsult.
- Test result requests
- Nursing/Heath Care Assistant appointments including blood tests, suspected UTIs
- Minor Surgery; Coil/implant insertions/removals and pessary ring changes; Post- natals; Medicals;
- Children under the age of 6 months.
- Any general COVID-19 queries or requests to book a COVID-19 vaccination. This does not include patients seeking medical advice in regards to COVID-19.
eConsult can also be accessed via the App on your Smart phone. Click on the Book Appointment button
For further information about eConsult, please click here: eConsult
Please click below to access our September Patient Newsletter:
September Patient Newsletter
Accessing your GP Practice - a message from the Partners:
We are aware there are significant problems getting through to us on the phone. We are sorry this is the case and would like to explain a little about why that is.
Many GP surgeries across the country are in a similar position. We understand how frustrating it can be for it to take longer than normal.
We would like to reassure you we are working hard to resolve the situation.
There are three things that are challenging us:
- There has been an unprecedented post-lockdown increase in demand. Part of this is because many of our patients have been managing health issues themselves rather than contacting their doctor over the last year and some hospital procedures and appointments have been necessarily delayed. As confidence in general is returning, patients are now quite rightly contacting us.
- We have been heavily involved in delivering the country’s largest ever vaccination campaign.
- We have had to change the way we work to keep things safe for our patients and our staff.
What can you do to help?
- Choose well – can the pharmacy help your symptoms? Call 111 if you are unsure which sort of treatment you need. You can also go online 111.nhs.uk
- Download the NHS app. You can use this to book and cancel appointments and order repeat prescriptions.
- Use our online consultation system, if you are able to.
- Cancel appointments you no longer need.
It’s useful to remember our teams are on the front line and see both the best and the worst of us all. They work incredibly hard to help patients navigate the system, but may not be able to offer you exactly what you want at all times.
Please be patient and courteous, they want to find the best solution as much as you do.
We are grateful for your understanding.
Zero Tolerance Policy
The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to ensure that doctors and all other staff have a right to care for others without fear of being attacked or abused.
We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and all other staff courteously and act reasonably.
All incidents of unreasonable behaviour will be followed up and you will be sent a formal warning. Should a second incident occurr you will receive a final warning that if it is repeated you will be removed from the practice list.
Aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list immediately and in extreme cases reported to the Police.
On 20th May 2021, the Institute of General Practice Management (IGPM) launched their campaign, "If I die it will be your fault", to end all abuse towards General Practice staff.
COVID-19 VACCINATION INFORMATION FOR PATIENTS
(Site updated 29/09/2022)