Access
Waiting Times
We would normally expect patients to be seen within 30 minutes of an appointment time and we will always try to keep you informed if we are running late so that we can re-book your appointment if necessary.
Your responsibilities to us are:
- To observe the "one patient, one appointment" rule and not to ask for other family members to be treated at the same time.
- To attend punctually for appointments and cancel in good time if you are unable to attend.
- To observe that an appointment is ten minutes long and to request a longer appointment for complex or multiple issues.
- To exercise patience when our surgeries run a little late. This is generally out of our control, because we are dealing with a sick patient.
We are a group practice, which means that you are free to consult the doctor of your choice within the practice. If the doctor you wish to see is not available, then you will be offered an appointment with another doctor. If you request an urgent appointment then you will be seen by whichever doctor can give you the earliest appointment.
Telephone Access
Calls will be answered and dealt with as quickly as possible during working hours.
Your responsibilities to us are:
- To use "voice connect" (automated service) to book, change or cancel an appointment or order a repeat prescription (01642 424622)
- To be patient and keep calls as brief as possible.
- To avoid calling at peak times (8.00am to 11.30am) for non-urgent matters.
- Wherever possible to call after 4pm for non-urgent matters.
Telephone requests for repeat prescriptions will only be accepted in cases of severe incapacity.
Home Visits
Your responsibilities to us are:
- Not to request a home visit unless the patient is too ill to be brought to the surgery.
- To ensure that requests for home visits are made before 10am wherever possible.
- To be at home when a visit has been arranged.
Care Navigation
There are a vast number of services available within the NHS. All our Medical Administrators have been trained to sign post patients to the most appropriate service. They are all contractually bound by the NHS Code of Confidentiality. Medical Administrators use a system which has been approved by the GP Partners. When you contact the practice with a query or to make an appointment, we will ask you some short questions to ensure you are seeing the most appropriate person to deal with your issue. If you object to this, please just tell us and we will mark your consultation private.
Appointment Duration
Standard appointments with a GP or Nurse Practitioner are between ten and fifteen minutes long. If you have multiple issues, please make a longer appointment.
Patients with Disabilities
The Green House Surgery is located within Redcar Primary Care Hospital. There are disabled parking bays at the front of the car park, nearest to the building. There is also a "drop off" point directly outside the main entrance. The Practice is on the first floor and can be accessed via a lift. Whilst the lift has mirrors, the nearest lift does not allow wheelchair users to turn their wheelchairs around in the lift. If the wheelchair user is unaccompanied and unable to look behind them whilst in the chair, there is a larger lift (with adequate turning space) at the rear of the building. All toilet facilities are for both disabled and able-bodied users. Our staff shall be pleased to offer assistance to patients with special needs, please just ask.
For patients who need assistance in moving around when visiting the surgery, we have a wheelchair available. Please don't hesitate to ask for assistance at reception.
Baby Change/Private Breast Feeding Area
Whilst we encourage Mothers to breast feed their baby wherever they choose, please be advised that there is a baby change and breastfeeding room on the landing outside the practice.