FAQ's
"Is your receptionist clinically trained to ask me questions?"
They are not clinically trained but work from an algorithm which helps them to select the most appropriate team member to address your medical problem. This may be the Duty clinician, Advanced nurse practitioner, your usual GP, a specialist GP, extended hours GP, the practice nurse or practice healthcare assistant. Please provide a short description of your problem to help us direct your query to the most appropriate person.
"How do I reorder my repeat medications?"
Our preferred option is for you to submit medication requests via the NHS App. We are unable to take requests over the phone. Please allow upto 7 working days for your prescription to be processed. We will automatically send the electronic prescription directly to your nominated (usual) pharmacy.
"Can I remain registered with the surgery if I move outside of the catchment area?"
No, we are unable to fulfil the (NHS) GMS contractual service requirements for patients living outside our catchment area, and this not is something that we can offer. We recommend that you register with your new GP surgery as soon as you move away - this will ensure you continue to have access to NHS services. Please note, we are required to de-register you one month after you move outside our catchment area. We recommend you use the NHS website to find your new surgery.
"Why don't you issue sick notes (fit note) within the first 7 days?"
The NHS does not provide fit notes (sick note) for illness lasting less than 7 days or less. If you are unable to work due to illness, you should self certify for the first 7 days of that illness.
If you require a Doctor's sick note, to confirm your illness within the first 7 days, we will only be able to provide this as a private service. The fee for a private sick note is currently £50.
"How will I get my test results?"
It would help us deal with the large number of phonecalls we receive daily, if you use the NHS App to view your results instead of phoning reception.
We do not routinely contact patients to discuss results that are not clinically relevent.
The surgery only receives tests results for investigations requested by the surgery team - we do not receive results generated by hospital teams - unless they specifically write to us with the result.
On receiving results directly from the laboratory or radiology department, the requesting GP will "file" the result in your notes, at which point it will become visible to you on your NHS App.
If you can see a particular result on your NHS App, then you know that the GP has both seen and interpreted it, accounting for your individual clinical context.
If you wish to discuss the results, then please contact the surgery via Rapid Health, to arrange a GP appointment.
If you decide to phone the surgery to find out a test result, please remember that receptionists cannot interpret them, and will only be able to read the result to you as it is appears in the notes, together with any comments that the GP may have made. Please note that the GP is unlikely to comment on every result, particularly ones that are not clinically significant or relevent.
"My Consultant requested an investigation and I havent heard anything - can you chase the result please?"
We do not receive results of investigations arranged by the hospital team. The requesting hospital team receive results directly as soon as they are available, and bear the clinical responsibility both for their interpretation and the initiation of any further necessary actions.
Please do not ask the surgery to chase up these hospital initiated test results on your behalf, you should liase directly either with the Specialist team, the Consultant Secretary or the Hospital "PALS" (patient advice liason service) who will chase this up on your behalf.
Southampton General Hospital PALS 02381 206325
Royal South Hants PALS 02381 206325
Royal Hampshire County Hospital PALS 01256 486766
"What does "Usual GP" mean?"
All patients are allocated a specific GP, the "Usual" GP. In the abscence of any contact with other GPs in the team, the "Usual" GP assumes overall responsibility for your medical care within the surgery. You may of course choose to consult any GPs within the practice, depending on your personal preference, particular medical concern and availablity of GP appointments.
"If I arrive late for my appointment will I still be seen?"
Being late for your appointment, or taking longer than the alloted consultation duration (usually 10minutes), will mean that the GP will be running behind time causing delay and inconvenience for other patients in the clinic.
If you manage to arrive within 10 minutes of your allotted time the GP will usually agree to see you. Patients arriving later than 10 minutes from their alloted time will have "missed" their appointment, show as "DNA" (did not attend) on the clinic record, and need to book a new appointment. Please try to arrive on time.
Why can’t you tell me ….about my family member?
Please be aware patients aged 16 years and over have the right to privacy and unless we receive signed consent by the patient to allow someone else to view and discuss their medical issues, we cannot share any information with you. There may also be times when clinicians use "Fraser competency" judgements to provide confidentiality for patients under the age of 16 years who ask us not to share information.
