Frequently asked questions

How do I … ?

…register with your practice?
…obtain an appointment?
…obtain telephone advice?
…obtain a home visit?
…order a repeat prescription?
…get tests and their results?
…get a sick note?
…get an exemption form?
…get a MATB1 form?
…get a referral to see a specialist?
…get my driving licence form completed and how much does it cost?
…express a preference of practitioner?
…make a complaint?

When is … ?

…a repeat prescription ready for collection?
…the surgery open during public holidays?

What is … ?

…the “Choose & Book” system for specialist referrals?
…the Greenbrook Hounslow Patient Group
…the Summary Care Record

How do I register with your practice?

Please visit our New Registrations page.
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How do I obtain an appointment?

Routine Appointments
These can be booked over the telephone or in person at the surgery. They are pre-bookable up to 4 weeks in advance for routine reviews, assessment of existing or non urgent medical problems and medication reviews. It is advisable to book well in advance as advanced appointments for your preferred GP may be limited and go very quickly.
Next Day (2 working day appointments)
Opened approximately “48” hours (for the given day and the following day) in advance, and are available for problems that require early assessment but that are not deemed an emergency. Appointments are opened at varying points throughout the day.
Same Day Appointments
These appointments are held back for release on any given day and are to accommodate the needs of those patients that need to be seen on the day.
Emergency Appointments
If you feel that you qualify as an emergency then you can ask for an emergency appointment.

All patients requesting emergency appointments by telephone are rung back by the doctor or nurse and given advice or asked to come to the surgery if necessary.
Patients who come in to the surgery are usually seen initially by the nurse and afterwards by the doctor if necessary.
Patients with enquiries about all manner of things (non-urgent) are also rung back by a nurse or a doctor as and when time allows.
You cannot ask for an emergency appointment, except on the same day you attend.
There is no choice as to which emergency doctor or nurse you will see. They change at least twice a day.
You will only be seen and treated if the doctor or nurse feels that you really do need an emergency consultation.

How do I obtain telephone advice?

Our clinicians are more than happy to offer telephone consultations, should you wish to talk to either a doctor or nurse without coming in to the surgery.
Please ring prior to 11.00am to request a telephone consultation. If the clinician is unavailable at that time, the receptionist will take a message and ask the clinician to call you back.
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How do I obtain a home visit?

If you really cannot attend the surgery then a home visit may be arranged during surgery opening hours by requesting the visit by telephone. Where possible please call before 10am.
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How do I order a repeat prescription?

Initially, all prescriptions need to be given by a doctor. If you would like to order a repeat prescription which has already been set-up, please submit your repeat prescription form to the surgery or you can complete our online form.
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How do I get tests and their results?

Please contact the surgery after 11 am for results of tests 3-4 days following submission of specimen or as instructed by doctor or nurse. The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given written permission for the release of the results.
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How do I get a sick note?

The Doctor will only issue a sick note after you have been off work for more than 5 working days. You can obtain a self certification (SC1) form from either your employer or a post office and this will cover you for the first five working days. Thereafter you will need to see a doctor.
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How do I get an exemption form?

You can obtain an exemption form from reception. However, you must get it signed by a doctor before it is an official document.
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How do I get a MATB1 form?

You can obtain an MATB1 form from reception. However, you must get it signed by a doctor before it is an official document.
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How do I get a referral to see a specialst?

A doctor will need to see you before you can be referred to see a specialist. The doctor will make the decision whether you need to see a specialist and which type of specialist you should see.
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How do I get my driving licence form completed and how much does it cost?

You must have been registered with the surgery for at least two years. Please complete the form (obtainable at the Post Office) and bring it into the surgery along with your payment: either a cheque for £20 payable to “Greenbrook Healthcare”, or £20 in cash.
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How do I express preference of practitioner?

All patients have the right to express a preference of practitioner (for example to see a male or female doctor or nurse). Please let us know of your preference when making your booking and we will accommodate your request where at all possible.
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How do I make a complaint?

We aim to resolve concerns patients may have immediately. However if you feel you need to complain formally please click here for more information.
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What if…?

…I have not got a telephone?

You can come in and consult our reception for information.
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…I do not receive my medical card?

The health authority for Hounslow has stopped issuing medical cards and you will not receive one unless you specifically request it. Phone the Ealing, Hammersmith and Hounslow Health Authority on 020 8893 0303.
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…I move house?

Provide us with your new address and we will inform you if you need to change surgery.
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When is…?

…a repeat prescription ready for collection?

A repeat prescription will generally be available by 4:30 pm two days after you ordered it.
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…the surgery open during public holidays?

Our Hounslow practices are closed on public holidays and weekends. Our Ashford GP Practice and Walk-in Centre is open 365 days a year. See the page for your practice for more detailed information on opening times.
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What is…?

…the “Choose & Book” system for specialist referrals?

Choose and Book is a service that allows you to choose your hospital or clinic and book an appointment with a specialist.

Since summer 2004, Choose and Book has been introduced across England. It will eventually be available to all patients.

When you and your GP agree that you need to see a specialist, you will be able to choose from at least four hospitals or clinics. You will also be able to choose the date and time of your appointment.

The benefits of Choose and Book:

You experience greater convenience and certainty. With the old system, your hospital or clinic chose the date and time of your appointment. This may not have been convenient for you. With Choose and Book, the choice is yours.
You can choose from at least four hospitals
You can also choose the date and time for your appointment
Less chance that information will get lost in the post because more correspondence takes place through computers

For more information see the Choose & Book NHS Website – www.chooseandbook.nhs.uk
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…the Greenbrook Hounslow Patient Group?

A Patient Participation Group (PPG) is similar to the Parent Teacher Associations which work with many schools. A PPG ‘belongs’ to a GP Surgery and takes an interest in the general health care of the patients registered with the Practice. Click here to find out more about what a Patient Participation Group does.

Future Events
If you would like to find out more about the Group and it’s activities or have advance notice of future events, please contact us by emailBack to top

…the Summary Care Record?

The Summary Care Record (SCR) is a secure electronic record of patients’ vital health information, which can be shared between healthcare staff directly involved in a patient’s care, ensuring essential information is available at the point of treatment. This innovative scheme will give doctors and nurses access to information about a patient’s allergies, current medication and any adverse reactions they may have had to medication in the past. Allowing medical staff access to this information will reduce the chance of misdiagnosis, being prescribed the wrong medication or suffering an allergic reaction – especially in emergency situations.

If a healthcare professional, other than your own GP, needs to view an SCR, they will first ask the patient for permission, unless it is an emergency, for instance if the patient is unconscious.

If patients have any queries or concerns or need help in considering their options, they can call an NHS Care Records helpline, 0845 603 8510.

Patients are able to opt-out of the service should they wish. If they do opt out, out of hours and emergency staff will be unable to access recent medical history. If you wish to opt out please download the form which is available here and after completing return to your surgery.
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Disclaimer

Although we aim to provide a consistent service, we reserve the right to change any claims, functions and processes occurring on this website and in our surgeries at any time and without prior notification.

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