About Hazelmere Medical Centre
How to see a Doctor
Please call at reception or telephone during Medical Centre opening hours. The doors open at 08.00 daily, and the telephones open at 08.00 daily.
All consultations are by appointment only, and should be booked either on the day that you wish to be seen, or pre-booked up to four week in advance. Each appointment is for ten minutes. The GPs will endeavour to assist you with all your queries within the consultation. However, if you have more than one problem which requires additional time, the GP may ask you to book another appointment. This ensures that the GP is able to dedicate a sufficient amount of time to the diagnosis and continuing care programme. Please also ensure that you make one appointment for each person wishing to be seen. Please speak with Reception staff for details of pre-bookable appointments.
Please make it clear if your problem requires urgent attention. If you are acutely ill, you will always be seen on the same day.
When you arrive for your appointment, you may use the touch screen computer to tell us that you have arrived. This saves waiting in a queue to speak with a receptionist.
You can make an appointment online if you are already registered at our practice, and is only suitable for making standard 10 minute appointments with a Doctor. If an appointment is needed with a Nurse or if a longer appointment is required you should contact the surgery in the usual way.
We have a mix of both pre-bookable and same day bookable appointments per GP, except a Thursday afternoon and extended hours which are pre-bookable in advance only.
Click here to make an appointment online.
Consultations
You are free to consult with any doctor. Should any patient feel that they would like a chaperone present during their examination then please ask the doctor and this can be arranged.
In an emergency it may be necessary for you to see whichever doctor is on call. The receptionist will ask you for brief details of your problem so that the doctor can decide when you should be seen and who should see you.
It is the responsibility of the patient to ensure that they arrive in good time. Please note that late patients may not be seen, and may be asked to re-book another appointment. If you are unable to keep your appointment, please let reception know no later than one hour prior to your appointment so that it may be offered to another patient.
Telephone Consultations
If you feel that you have a problem that may be resolved over the telephone and may not require an examination, you may book a telephone consultation. Please note that these appointments are limited, and can only be taken at the end of morning surgery. Please arrange this with a member of the Reception team after 09:30 daily.
How to see a member of the Nursing Team
Practice nurses run clinics for minor illnesses, contraception, Chronic Disease Management, smears, injections on a weekly basis.
Kerry Davie is a highly qualified Assistant Practitioner who is able to do New Patient Checks, Well Person Checks, Dietary Advice / Weight Checks, Basic Wound Care / Dressings, Suture Removal, Inhaler Technique, H Pylori breath tests, ECG, Spirometry, Urine Check, FEV readings and Smoking Cessation clinics.
Receptionists
The reception team are here to help you. When telephoning for medical attention they may ask for a few details. They have been trained to make these enquiries so that we can help you in the most appropriate way.
Home Visits
Home visits will be undertaken at the discretion of the doctors. Please ring before 10:00 on 0116 2771666. Emergencies will be dealt with on an individual basis.
Sickness Certificates
You do not require a doctor’s certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC1), which is available from your employer or the DSS. For any illness lasting longer than seven days you will need to see a doctor for them to issue a sickness certificate, and for any subsequent renewal of the certificate. However, if you have received any hospital treatment, the hospital doctors should provide these certificates. This applies to hospital in-patients and out-patients.
Test Results
It is the patient’s responsibility to collect their test results. Patients must contact the Medical Centre five working days after the test to obtain these. These are available via our Administration Department between 10:00 – 13:00, either by telephone or in person. If you would like to appoint another person to collect information on your behalf, you will need to provide the Practice, in advance, with signed consent, naming the third party.
Insurance / Medical Records
Please contact the Administration Department for all queries relating to reports.
Referral Information
If you and your GP decide that you need to see a specialist for further treatment, you can now choose where to have your treatment from a list of hospitals or clinics. Full details are available on the NHS website (www.nhs.uk).
When we refer patients to other services the referral is administered by the local NHS in a referral management centre. The referral management centre is responsible for allocating your referral to other services and normally sees full information about the referral, including any confidential information.
If your GP is referring you to other services and you feel there is any information you wish to withhold from the referral management centre please inform your GP as soon as possible during normal working hours.
If you experience problems with the referral management centre or wish to discuss its role further please contact the Patient Advice and Liaison Service (PALS) on 01455 441971.
Teaching and Training
The Practice is involved in training for general practice and teaching medical students. GP Registrars and Foundation Programme doctors work at the Medical Centre. They are fully qualified doctors obtaining general practice experience. Clinical medical students are also attached to the Practice. They may be sitting in with the doctor or you may be asked to see a student prior to seeing the doctor. To help with teaching some consultations may be video recorded. This will only be done with your consent.
Patient Contact Details
If you move house, or simply change your contact telephone number(s), please ensure that you inform the Medical Centre as soon as possible.
Premises and Facilities
The Practice will provide and maintain premises that are clean, comfortable, safe and accessible to all of its patients, including those with mobility disabilities and special needs. There are ramps at the front and back entrances of the Medical Centre. There is an induction loop facility on the reception desk for the hard of hearing, and we can provide information in Braille format if required.
PLEASE NOTE: The Practice operates a zero tolerance policy, and any visitor to the Medical Centre considered to be behaving in an inappropriate manner will be asked to leave the premises immediately.
Data Protection Act
We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.
Complaints Procedure
Changes to how you make a complaint about primary care from 1 July 2023
You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 new changes have been introduced to the way members of the public make a complaint about primary care services to the commissioner.
By primary care services we mean GP services.
There are two ways you can make a complaint:
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You can complain to the healthcare provider: GP Surgery
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You can complain to Leicester, Leicestershire and Rutland Integrated Care Board (LLR ICB): this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact LLR ICB instead of NHS England.
You can do this by:
Telephone: 0116 295 7572
Email: llricb-llr.enquiries@nhs.net
Writing to us at:
Corporate Governance Team
NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB)
Room G30, Pen Lloyd Building
County Hall, Glenfield
Leicester, LE3 8TB
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
If you have any queries, please contact 0116 295 7572.
Patient Information Leaflet
Downloadable PDF: Guide To Our Services
Statement of Purpose
Please click here to open the CQC Statement of Purpose.
GP Average Annual Earnings
The average pay for GP’s working in Hazelmere Medical Centre in the last financial year was £79,689 before tax and national insurance. This is for 2 full time GPs, 3 part time GPs who worked in the practice for more than 6 months.
