Location
Appointments
Visits
Emergencies
Post-Coital Contraception
Repeat Prescriptions
Access Standards mergency
Test Results
Clinics
Confidentiality
Disabled Patients
Medical Students
Suggestions
Complaints
Medical Research

VISITS
For visit requests please telephone 01989 563646 between 8.30am - 10.30am if possible, so that we can plan the day's calls.

EMERGENCIES
Ring 01989 563646 and tell the receptionist the nature of the emergency. A doctor will then be contacted as soon as possible.  For emergencies at weekends and at night contact the Herefordshire Primary Care Out-of-Hours Service on 0845 600 8182. Text phone users call 18001 0845 6018803 out-of-hours.

POST-COITAL CONTRACEPTION
This is also known as emergency contraception or the 'morning after pill'. It is important to know that this is available by seeing a doctor at the surgery as soon as you can after the need arises - let the receptionist know a 'same day' appointment is needed. While it can work for up to 72 hours, it is most effective when taken as soon as possible.

Out-of-hours - that is evenings, weekends after 12 midday Saturday, and Bank Holidays - it is available via the out-of-hours service on 0845 600182. You will be advised where to go to collect a prescription or tablets, or it is also possible to buy these pills directly from chemists.

An alternative for some people is the insertion of a coil (IUCD). It may be possible to arrange this with the Family Planning Clinic at Gaol Street, Hereford, phone 01432 378914, but it is likely for most that a pill method will be preferred.

REPEAT PRESCRIPTIONS  
We ask you to request these 24 hours in advance:, however, really urgent repeat prescriptions can be done the same day. We can send your prescription to the Ross-on-Wye chemist of your choice if you wish.

ACCESS STANDARDS

The practice is committed to providing excellent access to our patient services, and to providing the opportunity to:

• Register with the practice and access services without fear of discrimination
  
  
• Consult with a Practice Nurse / Health Care Assistant within one working day
  
  
• Consult with a GP within two working days
  
  
• Request an assessment the same day if the patient determines this is clinically indicated
  
  
• Directly book appointments with the Practice Nurses, Health Care Assistants, and attached Midwives
  
  
• Book appointments more than two working days in advance
  
  
• See a practitioner of the patient's choice, normally within seven working days
  
  
• Request a home visit.

TEST RESULTS
To obtain the results of tests and investigations, please telephone personally after 2.00pm. Some results require further clarification, and you may be asked to telephone again, speak to the doctor, or make an appointment.

CONFIDENTIALITY
Every effort is made to protect the confidentiality of each patient, and staff may refuse to release information, particularly on the telephone or to a relative. This may occasionally appear unreasonable, but it is hoped it will be recognised as in the best interests of the patient.

Herefordshire Primary Care Trust may require some information for audit, administration or planning purposes. This is anonymous, but if you do not wish it to be passed to them, please inform a member of staff and your records will be marked accordingly.

DISABLED PATIENTS
Disabled patients can be brought by car to the 'pull-in' adjacent to the main doors of the surgery. However, you are asked to then remove the car to the main parking area. The car can be brought to the door again when the patient is ready to leave. General access is easy within the building.

MEDICAL STUDENTS
We do sometimes have attached medical students with the practice. At these times a notice is placed in the waiting room - if you prefer to see the doctor alone, simply tell the receptionist or the doctor.

SUGGESTIONS
We welcome suggestions, and wish to know of any matters of particular concern. Please give your suggestions to any member of our team.

COMPLAINTS
We operate a practice complaints procedure as part of the NHS system for dealing with complaints, and our system meets national criteria. The procedure is fully described in our complaints leaflet, and the Practice Manager and Reception Manager are able to provide further information.

MEDICAL RESEARCH
The practice is a member of the Medical Research Council's General Practice Research Framework. We are sometimes asked to provide them with the name, address and age of a selected number of patients as the basis for a sample for further research. The information remains confidential, but you are free to refuse permission for us to pass on your details without your care being affected. If you wish to refuse permission, please inform us and your record will be marked accordingly.