How To

 

Register at the practice

You are welcome to join The Bedford Park Surgery as an NHS patient.

Please contact our administration team on This email address is being protected from spambots. You need JavaScript enabled to view it. or phone us on 020 8994 3333 for more information with regard to this.

We are currently taking patients within our catchment area and our local catchment postcode is W4. Prior to registering, we would require to know where you are living so we can advise you whether you are able to join our practice list.

You will be given a GMS1 form to complete and a patient health check questionnaire.

You will be asked to provide:

  • A proof of identification (passport or a photo ID, drivers licence)
  • A proof of residence (utility bill, council tax bill or bank statement)

You will then be invited to attend a health check with our nurse or health care assistant. For parents who are registering their babies, we would request you to bring in the red baby book with you and allow the nurse to enter the information onto our clinical system.

You can also download the gms1 form and health questionnaire below:

GMS1 form 

patient health questionnaire

Click on this link to register for organ donation - do not put this on the GMS1 form

Where patients are requesting to join the practice list, the practice does not discriminate on the grounds of:

  1. Race, gender, social class, age, religion, sexual orientation or appearance
  2. Disability or medical condition

NHS organ donor registration

If you want to register your details on the NHS organ donor registration as someone whose organs / tissue may be used for transplantation after death, please register online at www.uktransplant.org.uk or telephone 0300 123 23 23

Blood donor registration

If you would like to join the NHS blood donor register as someone who may be contacted and would be prepared to donate blood, please go to www.blood.co.uk or telephone 0300 123 23 23.

Update address details

If you move to another address, you must let us know as soon as possible. We may need to send important information related to your health and if you have moved, you may miss this. Furthermore, your new address might be out of our practice catchment area and we can then help to direct you to the best way to register with a surgery closer to your new residence. You can send in your change of address details by fax, email or by writing in to us.

Make an appointment

We offer a wide range of appointments at the surgery. We always try to offer you an appointment with a clinician of your choice, however this is not always possible, and you may need to see another GP.

Advance booked appointments

This can be done for an appointment for up to a month in advance with a GP of your choice (subject to availability)

48 hour access appointments

This is booked by phoning two days before the desired day of the appointment.

On the day emergency

This is booked by phoning on the morning of the day of the emergency at 8.30 where you will be offered an appointment for the morning or the afternoon. This appointment will be with the duty GP on that day and you cannot choose who to see.

Telephone appointments

Appointments can be made with the GP for a telephone consultation to deal with issues such as blood test results and other highly urgent issues particularly related to a child.

Home visit appointment

For a home visit, we request that you phone before 10.00am and explain the reason for your home visit. The GP will call you before coming out to see you to ascertain if a visit is deemed necessary. We do however prefer if you are at first able to make it to the surgery, unless you are housebound.

Evening appointments

We have evening surgery appointments on our Thursday night clinic with the GP or the practice nurse.

We have a robust text messaging service whereby a text reminder is sent to patients to remind them of their appointments. Please ensure we have your correct mobile number for this service.

If you are unable to attend your appointment, please call the surgery to cancel and reschedule. Non attendance of a booked appointment means another patient has been unable to use our services. Continued non attendance of booked appointments may result in being asked to join another practice. Letters will be sent to patients who do not attend booked appointments.

Obtain blood test results, x-ray and ultra sound results

After you have had your blood test at the surgery, the results will be ready within 5 working days. If you have not heard from the practice after one week from having your blood test, it would imply that the test is normal. In case there is an abnormality, we will contact you by letter, phone or a text message indicating to you what you need to do next. This applies to urine and stool samples too.

If you wish to contact us to enquire about your blood results in general, the best time to do this is after the morning surgery, usually between 12 – 2pm when the surgery is the quietest.

For x-ray and ultra sound tests, the results take a little longer than blood and can take up to 7 – 10 days before they are sent to the surgery.

Please remember whenever you give us a urine or a stool sample bottle, you must ensure that you have labelled the sample bottle with your name and date of birth before you do the sample and put in the bag. Failure in doing this will mean the sample may not be tested by the laboratory.

Obtain out of hours access

There are a range of options to pursue for out of hours when the surgery is closed. We do not encourage patients to go to accident and emergency unless this is warranted. Many medical issues can be dealt with one of the options below.

Need urgent but non-emergency help when the GP practice is closed?


If you have an urgent medical problem which cannot wait until the surgery re-opens please call the NHS 111 Service by dialling 111.
NHS 111 is free to call from both landlines and mobiles.


When you call the NHS 111 Service you'll be asked some questions about your symptoms so that you can be directed to the local service that can help you best.


If, for any reason, you are unable to access NHS 111 by dialling 111, please call 020 3402 1111 instead. Calls to this number are charged at your network's standard rates.
You can obtain more information about NHS 111 by visiting www.nhs.uk/111
You can share your experiences of using NHS 111 by visiting www.patientopinion.org.uk

Please click on our out of hours patient booklet here to get more up to date information  Out of Hours booklet

Inform us if you are a carer

Carers look after family, partners or friends in need of help because they are ill, frail, have a mental, learning or physical disability. The help they provide is unpaid.

If you are a carer for someone, please can you notify the surgery as soon as possible by email or letter. We will ensure that these details are put on the computer and relevant appropriate support is provided for you from the various carer related centres.

Access your medical records

If you wish to have access to your medical records, you will need to put this request in writing and send it through for the attention of the Practice Manager. You will be contacted and asked to make an appointment that suits both yourself and the Practice Manager, to come in and be given your medical records to be viewed. The records cannot be removed from the premises.

If you wish to have copies made of your records, this can be done subject to the receipt of a written request and payment of the standard charge of £50.00. You must allow up to 2 weeks for the copies to be ready to collect.

Legal measures to allow access to medical records:

  • The Data Protection Act 1998 - rights for living individuals to access their own records. The right can also be exercised by an authorised representative on the individual's behalf.
  • The Access to Health Records Act 1990 - rights of access to deceased patient health records by specified persons.
  • The Medical Reports Act 1988 - right for individuals to have access to reports, relating to themselves, provided by medical practitioners for employment or insurance purposes.

Another person would only be able to access your health records if you have given consent for this and have authorised them to do so.

Under the Data Protection Act any requests for access to records need to be met within 40 days however government guidance for healthcare organisations says that we should aim to respond within 21 days.

The request to access your medical records can however be refused if for example, it is believed that the release of such information may cause serious harm to your physical or mental health or that of another person.

There is a fee applicable to the access of your medical records which is £10.00.

Make a complaint

When a problem arises, it is usually best for both parties involved, to attempt to resolve it as soon as it happens, without having to resort to making a formal complaint. In this case, we may solve the issue by a phone call or via email and rectify the situation.

However, should you wish to go down the route of making a formal complaint, then the best thing is to do so very close to the time that the incident occurred. This will make it much easier for us to investigate the matter while it is still fresh.

The period for making the complaint is:

  • (a) 12 months from the date on which the event which is the subject of the complaint occurred; or
  • (b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

The complaint needs to be made in writing to:

Sangeeta Kathuria
The Bedford Park Surgery
55 South Parade
Chiswick
W4 5LH

Upon receipt of the complaint, we will firstly acknowledge receipt of your complaint in writing or verbally within 3 working days, and we will aim to look into the matter within 10 working days. We will hope to come to a resolution within this time and we will send a written response to your complaint in this time frame. You may also be invited in to the surgery, should this be deemed appropriate, in order to discuss this matter further and to attempt to arrive at a resolution. If for any reason, the complain goes on longer, then we will ensure that you are kept up to date throughout the process and be notified of any progress at all times. A final response will be sent to you to advise you of the resolution of the complaint and the case will then be closed.

If you are complaining on behalf of a patient, please note that we will not discuss the case with you, unless we have explicit written consent from the patient involved.

If you are not satisfied with the outcome of the complaint process, you are then able to contact the Ombudsman at the following address:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk

Alternatively, you can contact PALS (the patient advice liaison service) on 020 8795 6459, by This email address is being protected from spambots. You need JavaScript enabled to view it.. or in writing to Brent Ealing Harrow & Hillingdon  Clinical Commissioning Groups, Wembley Centre for Health and Care, 116 Chaplin Road, Wembley HA0 4UZ

Request for a referral

During a consultation either with a nurse or a GP, it may transpire that a referral is required to secondary care. In such a situation, the clinician will discuss your options with you with regard to your choice of hospital and choice of consultant that you would like to see.

A routine referral is initiated within 5 working days from the practice and this is sent electronically to the RFS  (referral facilitation service) where assessors read through the referrals and ensure that the recommendation or referral that has been made is in your best interest. Someone should contact you within 5 working days from the RFS team in order to make your appointment via choose and book.

For more information on the referral process please open the below patient leaflet

RFS REFERRALS

PPWT (planned procedure with threshold)

These referrals are only done if there is a clinical justification for the referral and the route taken is that a PPWT form is completed to request funding for the procedure. This is sent to a team who analyse the justification of the referral and procedure. If the referral and funding is approved, then the patient will be given the treatment that has been requested on the referral. If however, the thresholds are not met, the referral may be turned down and funding will be refused. In that case, you will receive a letter to notify you of the reasons directly from North West London.

Private referrals

These will be done upon request and there is no charge for the referral to be done. In case of being referred privately, please do try and look at your insurance options to see if the private healthcare is covered by your insurance eg BUPA and remember to inform the GP or admin staff of this.

Provide consent

There are various areas where we will expect patients to provide consent with their treatment. This can be consent verbally when you are having your vaccinations done by the nurse, consent for acknowledgement for certain prices that are allocated to certain services and written consent if you are sending in your child with a carer (grandparent or nanny) to have a vaccination or consultation. In this case, the consent needs to be given in writing by email or letter and needs to be given every time the child is seen. For further details, please contact the reception staff who will be able to advise you.

Quick Contact

 

If you have a query please EMAIL the practice manager on This email address is being protected from spambots. You need JavaScript enabled to view it. OR the office staff on This email address is being protected from spambots. You need JavaScript enabled to view it.