Understanding GP practices

GP practices are the ‘front door’ to the NHS – this means they are often the first place a person may visit when they have a health care need or are seeking advice regarding a health matter.

 

What are my rights?

Anyone in the UK, regardless of nationality or immigration status, can register and consult with a healthcare professional at a general practice, free of charge.

 

Please note, though you can consult with a GP free of charge you may be required to pay for prescriptions. More information can be found on the NHS website – prescription charges.

 

How do I find a GP practice?

To find a GP practice visit the NHS website – find a GP and add your postcode to the ‘find a GP’ search box. This will tell you if a GP practice near you is currently accepting patients.

 

How do I register with a GP practice?

Once you’ve found a practice you’ll need to register. Many practices accept online registration or you can fill in a registration form. You can register on the NHS Find a GP website page, the GP practice’s website, or get a paper copy from the practice.

 

You do not need proof of address or immigration status, ID or an NHS number. However, it might help if you have one or more of the following (could have images of the below?):

  • Passport
  • Birth certificate
  • HC2 certificate
  • Rough sleepers’ identity badge
  • Hostel or accommodation registration or mail forwarding letter.

 

You don’t need to know your NHS number but it can be useful to have. You can find out your NHS number on the NHS website – NHS number.

 

What if I’m away from home?

If you are living away from home, but do not want to change your home GP practice, you can register with a local GP practice for up to 3 months.

 

Problems with registering

If you don’t have a permanent address you can give a temporary address such as a friend’s address, a day centre or the GP practice address.

 

The GP practice has the right to refuse to register someone if:

  • The practice isn’t currently accepting new patients.
  • The practice only accepts patients living within its practice area.

If the practice does refuse to register you, they must explain why in writing.

 

If you are unable to register with a GP practice, you can:

  • Call the NHS England Customer Contact Centre on: 0300 311 22 33
  • Contact us (if you are a Surrey resident or trying to register with a practice in Surrey)

 

If you’re not registered with a GP practice you can call any practice to get emergency treatment you need immediately for up to 14 days.

 

What happens when I book an appointment at a GP practice?

GP practices offer appointments with a range of health professionals.

These roles vary, so if you are unsure about the role of the health professional your appointment is with, ask your GP practice for further information.

 

Appointments can usually be booked:

  • Via the GP practice website
  • By phone
  • In person at the practice
  • Via the NHS App (not available at all GP practices).

 

When booking your appointment (via an online form or speaking to someone) you will be asked some questions to help the person understand what you need help with. This might be with a receptionist or other practice staff who are trained to do this.

 

This allows practices to prioritise patients with the most urgent health needs and makes sure everyone gets the right support from the right person or service.

 

This process is called triage. Each GP practice will have a different triage process – ask your practice if you’d like to know more.

 

Where will my appointment be?

Appointments with health professionals may be face to face, over the phone or online (virtual consultation). They might be at your GP practice or you may be given an appointment elsewhere depending on the triage process.

 

Most GP practices in Surrey now have extended opening hours offering appointments between the hours of 6.30pm to 8pm Mondays to Fridays and between 9am and 5pm on Saturdays. These may not be at your GP practice but should be local to you.

 

How can I get help using online GP services?

If you would like help or support in using online GP services, there are a number of options:

  • Your local library: Your library has computers you can use. If you need help you can make an appointment with a digital buddy. Please ask at your local library for more information.
  • Tech Angels: provided by Surrey Coalition of Disabled People, Tech Angles offer 1:1 help and support. Further details are on the Surrey Coalition website. You can also contact them by telephone: 01483456558, text: 07908671402 or email: getconnected@surreycoalition.org.uk
  • Digital Surrey: The Digital Surrey website has further information about help and support available across Surrey.

 

Problems with registering?

Let your GP practice know if you have any additional access needs. This will be recorded on your patient records. You can also let your practice know of additional needs when booking your appointment, this might include:

  • A chaperone to be present at your appointment.
  • A translator to be organised for your appointment.
  • Information in a way that works for you (such as Easy Read).

 

If you need help and support to book your appointments, help with prescriptions or other GP services then you can choose a proxy (another person) to help you.

GP surgeries can give proxy access (sometimes called third party access) in order for someone you choose (such as a family member or carer) to help manage your health and care.

 

If you are a parent or carer, you can also apply for proxy access to online GP services for your child. You can ask at your GP practice reception for more information, you usually need to fill in a form and show proof of your identity.

 

Are you providing support to someone else to manage their health and care?

If you look after a friend or family member who couldn’t manage without you, then you are an unpaid carer. You can register at your GP practice as a carer so that they can help to support you. To register, you can ask the GP practice reception for a GP Carer Registration form.

How do I share feedback and complaints about my GP practice?

The NHS welcomes all forms of feedback, when something is working well with services as well as where they could be improved.

Feedback and complaints can be used to:

  • Help to identify areas of best practice which can be repeated
  • Identify issues and problems so they can review the way things are done and make changes if needed.

 

How do I give feedback?

 

The Friends and Family Test (FFT)

The NHS Friends and Family Test (FFT) helps service providers and commissioners understand whether patients are happy with a service or whether improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment. Most GP practices have feedback forms in their waiting rooms or you can access the form via their website. Ask at reception if you cannot find a form and you want to give feedback.

 

Direct to my GP practice

You can provide feedback direct to your GP practice. This might be via an online form available on their website, or by calling or visiting your practice.

 

Patient Participation Group (PPG)

Patient Participation Groups (PPGs) involve local people from a practice. They work in partnership with the practice team to ensure that services provided by their practice are responsive to patients’ needs and that the quality of care continuously improves. The PPG at your GP practice will welcome your feedback, good and bad.

 

Healthwatch Surrey

If you would prefer to feedback your experience via an independent body, you can contact us. We champion the voice of local people to shape, improve and get the best from NHS, health and social care services. As an independent statutory body, we have the power to make sure decision makers listen to your feedback.

 

How do I make a complaint?

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution which can be found on the Gov.UK website.

 

You should make complaint within 12 months of the event, or within 12 months of becoming aware that you have something to complain about.

You will need to make it clear that you want to make a formal complaint.

 

The GP practice

You can complain directly to your GP practice about any concerns you have. This might include:

  • Issues with booking an appointment
  • Communication or accessibility requirements which aren’t being met
  • Any other barriers to receiving care or problems with access to medical records.

It is always good to put your complaint in writing if you can – this could be by writing to your practice or using their online feedback form if available.  However, you can also make a complaint by phoning or visiting the surgery in person.

 

The Integrated Care Board (ICB)

If you do not feel comfortable discussing your concerns with the practice directly, then you can raise a formal complaint via NHS Frimley Integrated Care Board (ICB). NHS Frimley ICB is responsible for investigating complaints regarding GP practices across all of Surrey. You can contact them via:

  • Telephone: 0300 561 0290
  • Email: frimleyicb.southeastcomplaints@nhs.net
  • Post: South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot. Hampshire. GU11 1AY

 

What support is available to help me?

Healthwatch Surrey

If you would like information or signposting about ways to feedback or complain about your care you can contact our Healthwatch Surrey Helpdesk.

 

Independent Health Complaints Advocacy

If you live in Surrey and need help to make a formal complaint, the Independent Health Complaints Advocacy service can provide free, confidential and independent support. It is provided by Luminus, home of Healthwatch Surrey in partnership with SILC (Surrey Independent Living Charity).

They can be contacted via:

 

Further help and advice

The Healthwatch Surrey Helpdesk provides information and signposting to local people about health and social care services.

It’s also the place to share your experiences of health and social care.  Whether it’s good or bad, big or small, we welcome your feedback and act on it to help improve care where you live.