FAQs for The Molebridge Practice patients
Correct as of 12 February 2025.
We are aware of changes happening at The Molebridge Practice with sites in Fetcham and Leatherhead, and the concerns that local residents may have as a result. The following questions and answers have been put together to provide information and signposting to anyone who may be affected:
Current situation
1. How are GP services run?
2. What is the current situation at The Molebridge Practice?
Going forwards
3. What will happen to make sure the service is sustainable and improved?
4. What should I do if I need an urgent appointment and I can’t get one?
5. Where can I find out about my rights regarding GP practice services?
6. Should I be thinking about changing my GP practice now?
7. I have recently moved to a different GP practice – can I come back to The Molebridge Practice and how?
Feedback and complaints
8. Who can I share feedback with about the service I get at the GP practice?
9. What if I need to make a complaint?
Further information
Current situation
1. How are GP services run?
GP services in Surrey are commissioned and overseen by the local NHS (in this case, Surrey Heartlands Integrated Care Board), who are responsible for commissioning GP (and other health) services to meet the needs of local communities, and ensuring people can receive care when they need it. GP practices are independently run businesses. The majority of what GP practices have to deliver for patients is determined nationally by the GP contract, supplemented by some locally commissioned services. The local commissioning process is explained on the Surrey Heartlands website.
There’s a detailed explanation of how GP funding works nationally on YouTube.
2. What is the current situation at The Molebridge Practice?
Aspire Medical Health, who ran The Molebridge Practice, have recently exited the current contract. Surrey Heartlands has issued a statement explaining that they have worked with the practice to secure new arrangements. These are now in place and have retained services at both the Fetcham and Leatherhead sites. Under these new arrangements 2 current GPs working at the practice – Dr Eleni Mantzari and Dr Anna Barham – have taken on the contract, with some short-term support provided by Dr Hilary Floyd, who previously worked at the practice.
Services at The Molebridge Practice continue to operate across both sites so patients can continue to use services and seek advice and support, as they do currently.
Going forwards
3. What will happen to make sure the service is sustainable and improved?
We are aware of some dissatisfaction from patients of The Molebridge Practice regarding recent service provision. Surrey Heartlands and The Molebridge Practice want to reassure people that they are confident that the measures now in place will lead to an improved experience for patients. However, this will take a bit of time to stabilise and bed in. The practice is committed to delivering improvements and we would urge patients, families and carers to be patient and give the practice a bit of time to make changes based on the feedback they have heard. That said, it is vital you can get seen quickly if you need to and we would encourage patients to contact the practice, as usual, if you need any advice or have any health concerns.
4. What should I do if I need an urgent appointment and I can’t get one?
If anyone needs an urgent appointment, they should contact the practice as usual. If people need urgent advice in the evenings or at weekends, when the practice is closed, they should call NHS 111 (or go online to https://111.nhs.uk/) and in an emergency, or when someone’s life is at risk, people should always call 999.
5. Where can I find out about my rights regarding GP practice services?
We have published some general information on our website about Understanding GP practices – outlining what you should expect from a GP practice.
6. Should I be thinking about changing my GP practice now?
Given that new arrangements have now been confirmed, you might want to consider giving that time to bed in before making any decision about changing your GP practice.
However, all patients have the right to change their GP practice. There are some factors to consider first:
- How easily can you get to the new practice?
- Is the practice able to take you on as a patient?
Further information about this and your rights, is in the Understanding GP practices section on our website.
7. I have recently moved to a different GP practice – can I come back to The Molebridge Practice and how?
If you have recently moved to a different practice and would now prefer to return to The Molebridge Practice, please talk to the practice team at The Molebridge Practice, who will be happy to help.
Feedback and complaints
8. Who can I share feedback with about the service I get at the GP practice?
You have several options:
The Molebridge Practice
• You can feed back directly to the practice via their feedback form: Give feedback – The Molebridge Practice.
• You can also write to or phone the practice:
The Molebridge Practice – Fetcham:
3 Cannonside, Fetcham, Surrey KT22 9LE
01372 379941
The Molebridge Practice – Leatherhead
148 – 154 Kingston Road, Leatherhead, Surrey KT22 7PZ
01372 379941.
Healthwatch Surrey
Instead or in addition to sharing feedback directly with the practice, you can share your experience with us at Healthwatch Surrey via our online feedback form or by contacting our Helpdesk. Healthwatch Surrey champions the voice of local people to shape, improve and get the best from NHS, health and social care services. Providing feedback to us enables us to identify themes that people are happy or concerned about. As an independent statutory body, we have the power to make sure decision makers listen to your feedback.
Patient Participation Group
You could consider joining the practice’s Patient Participation Group (PPG), who are currently looking for more members. This group involves
patients working 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. Further information is on The Molebridge Practice website.
9. What if I need to make a complaint?
Further information about making a complaint and the support you can get is detailed on our website in our understanding GP practices section.
Further information
We’d love to know if you found the answers to your questions here, and if not, what further information you would like. Please complete our survey Changes at The Molebridge Practice this will enable us to improve our FAQs.
Healthwatch Surrey can support you with information and signposting in relation to health and social care services, your experiences of care and how to have your voice heard. We collate experiences shared with us and identify themes which we share with commissioners and providers to help improve services. Please contact our Helpdesk to share your experience and for information and signposting.