Frequently Asked Questions

Appointments

Why does the receptionist ask what my appointment is about?

Our reception team may ask for brief information about your problem so that we can direct you to the most appropriate clinician or service and ensure urgent problems are prioritised appropriately. Our receptionists have been trained to ask you for details of your illness. They are not being intrusive but need this information to pass on to the doctor to enable them to prioritise their consultations.

Can I request a specific GP?

Where possible we will try to accommodate requests for a particular doctor. However, this may not always be possible. For urgent, on the day appointments we will not be able to accommodate requests for a specific GP.

Can I have a face to face appointment?

Appointments may be offered face to face, by telephone or by another appropriate method depending on your clinical needs.

How do I request a home visit?

Home visits are available for patients who are genuinely housebound or too unwell to attend the surgery. If you think you require a home visit, please contact the practice before 11am.

Registration

How do I register as a patient?

Patients living within the practice boundary can register with the practice by completing the Registration Form and the New Patient Health Questionnaire and providing the required documentation.

What should I do if I move house or change my phone number?

Please inform the surgery as soon as possible so we can keep your records up to date.

Referrals

I’ve been referred. How long will it take?

Waiting times vary depending on the service you have been referred to. The receiving service will usually contact you directly regarding your appointment.

Can the surgery tell me where I am on a waiting list?

In many cases, the hospital or specialist service manages the waiting list and is best placed to provide updates.

Test Results

How do I get my test results?

Once a doctor has reviewed your test results, you can view them:

• in your Patient Access account
• phone us as follows:
  • Blood test/swabs - ring after 3pm in 7 working days
  • Urine sample/swabs ring after 3pm in 4 working days

Some results take longer than others to be reviewed and processed.

Will the surgery contact me if there is a problem?

If your clinician needs to discuss your results or arrange further investigations, the practice will contact you.

Prescriptions

How do I order a repeat prescription?

Repeat prescriptions can be ordered using Patient Access, through your nominated pharmacy, or by submitting a repeat prescription request form at the surgery. We do not accept repeat prescription requests by telephone or email.

How long does a repeat prescription take?

We aim to process repeat prescription requests within 3-5 working days. Patients should allow additional time for their pharmacy to prepare and dispense medication.

Why has my medication request been refused?

A request may be refused if a medication review is due, the medicine is no longer on your repeat prescription list, or your doctor needs further information before authorising it.

Can I order my prescription over the phone?

No. To reduce errors and ensure patient safety, repeat prescription requests are not accepted by telephone.

General

Do you provide sick notes?

If you have been unwell for more than 14 days, you may require a fit note from your doctor.

Do you provide ear syringing?

Southern Group Practice does not provide ear irrigation services. Patients experiencing ear wax problems should seek advice from a alternative provider.

Can I bring someone with me to my appointment?

Yes. Patients are welcome to attend with a relative, carer or friend if they wish.

Can I request a insurance form to be completed?

Yes. The practice undertakes some non NHS work. Fees may apply and completion times can vary. Further information on insurance reports can be found here: Providing insurance reports and certificates.