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GENERAL INFORMATION
How Do I Register? Providing you reside within our practice area as shown on the home page, you can register with us. It's easy! Simply visit the surgery and complete a registration form for each new patient. On completion of the form, please allow 48 hours before requesting appointments. If you require emergency treatment, please speak to the receptionist. You will be asked to make a 'new patient check' (for adults and children over 14 only). This is a 10 minute appointment with our nursing team to gather medical history and help you with any medical queries.
Change My Details? It is very important that you notify us immediately of any changes of name, address or telephone number. There are many reasons why we may need to contact you. If you change your name by marriage or Deed Poll we will require a copy of the documentation for our records.
Temporary Residents We provide a temporary patient service for anyone staying within our practice area. This could be whilst on holiday, staying with relatives etc. Just call into the surgery, fill in one of our temporary resident forms and we will assist you.
Appointment System All consultations are by appointment and should be made at reception or by telephone during opening hours. Please book well in advance for routine appointments.
Appointment booked on the day If you ring on the day, you will be offered a doctor or nurse practitioner appointment appropriate to your condition. Once we are fully booked and you still need to be seen on the day, the nurse practitioner will ring you back to assess your condition.
Self Check-In When you arrive, you can self check-in at the desk immediately on the right.
Phone In Times to speak with Doctors/ Nurses Please telephone before 12noon when a receptionist will take your contact details and the doctor or nurse will return your call before his/ her afternoon surgery.
Home Visits If you require a home visit please telephone the receptionist as early as possible, stating clearly the patient’s name, address and telephone number, the degree of urgency and the directions. If your visit is accepted, a decision will be made as to which doctor visits; this may not be the doctor you are registered with. Please note however, that home visits are extremely time-consuming so we would appreciate it if patients try as hard as possible to come to the surgery.
Test Results In an effort to keep the telephone lines free in the mornings for appointments and home visit requests, patients are requested, where possible, to telephone the surgery after 2pm for routine results.
Advice on Self Certification Any patient off sick from work for any length of time can self certify for the first seven calendar days. Only after then will you require a medical certificate signed by your doctor.
Failure To Attend An Appointment (DNA) On your next visit to our practice, you will notice posters around the surgery stating the numbers that “did not attend”. If you no longer require your appointment, please telephone in good time to cancel, so we may use your appointment.
Zero Tolerance In line with NHS Guidelines we operate a policy of zero tolerance regarding physical or verbal abuse to the doctors, their staff or anyone else on the premises. In the event of such behaviour the police will be called and arrangements will be made for that person/s to be removed from the premises and the practice list.
Complaints Procedure The doctors and staff at Mill Road Surgery endeavour to deliver high quality care. However, it may be that a patient feels he or she has a complaint. In these circumstances any such complaint will be fully investigated and to facilitate this we request that a note of the facts be submitted in writing to the practice manager, Andy Leonard or one of the doctors. Alternatively you may ask for an appointment with Mary Reynolds, in order to discuss your concerns. Any such complaint should be made as soon as possible after the event. A copy of our complaints procedure is available on request from reception.
Clinical services we offer:
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