From the 25th of March we will no longer be accepting prescription requests over the telephone. Please read this for more information as to the reasons for this and what other options are available to you.

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Patient News

Prescription Requests

From the 25th of March we will no longer be accepting prescription requests over the telephone. Please read this for more information as to the reasons for this and what other options are available to you.

Why are we doing this?

Stopping taking prescriptions over the phone is a return our pre covid policies and improves patient safety by reducing the risk of errors caused by taking requests over the phone.

By not taking prescriptions over the phone it will reduce call waits for all our patients lines and ease access for patients contacting the practice for other reasons.

What are the other options for requesting prescriptions?

  • Electronically via the NHS app. The NHS app is available for free from various app stores or online at www.nhsapp.service.nhs.uk

 

  • Submitting a paper request either by hand to any of our sites or by posting the request to Forest Health, Ringmead, Bracknell, RG12 7PG

 

  • A number of local pharmacies will request your medications on your behalf. Often this can be initiated by calling a local pharmacy.

 

How long will it take my prescription request to be processed?

  • Prescriptions requested via the NHS app will be processed within 2 working days. 

 

  • Requests submitted in paper format will be processed within 3 working days of receiving them.

 

  • Requests submitted on the patient’s behalf from a pharmacy will be processed within 2 working days of the practice having received the request from the pharmacy.

From the 25th of March we will no longer be accepting prescription requests over the telephone. Please read this for more information as to the reasons for this and what other options are available to you.

Why are we doing this?

Stopping taking prescriptions over the phone is a return our pre covid policies and improves patient safety by reducing the risk of errors caused by taking requests over the phone.

By not taking prescriptions over the phone it will reduce call waits for all our patients lines and ease access for patients contacting the practice for other reasons.

What are the other options for requesting prescriptions?

  • Electronically via the NHS app. The NHS app is available for free from various app stores or online at www.nhsapp.service.nhs.uk

 

  • Submitting a paper request either by hand to any of our sites or by posting the request to Forest Health, Ringmead, Bracknell, RG12 7PG

 

  • A number of local pharmacies will request your medications on your behalf. Often this can be initiated by calling a local pharmacy.

 

How long will it take my prescription request to be processed?

  • Prescriptions requested via the NHS app will be processed within 2 working days. 

 

  • Requests submitted in paper format will be processed within 3 working days of receiving them.

 

  • Requests submitted on the patient’s behalf from a pharmacy will be processed within 2 working days of the practice having received the request from the pharmacy.
12 Feb, 2024
Mask Wearing

On May 22nd, 2023, we completed a risk assessment regarding the wearing of face masks at our surgery. As a result, patients without respiratory symptoms or who are Covid-19 negative will no longer be required to wear facemasks upon entering the building, unless it is their personal preference. Similarly, our staff are not obligated to wear facemask unless they choose to do so. Patients with respiratory symptoms (coughs, wheezing etc.) should still wear face coverings if tolerated, for the safety of both our patients and staff as well as our community. Anyone who is Covid-19 positive should not come into the surgery without an invitation from a healthcare professional. We thank you for your cooperation and we will continue to monitor this policy and update you accordingly.

On May 22nd, 2023, we completed a risk assessment regarding the wearing of face masks at our surgery. As a result, patients without respiratory symptoms or who are Covid-19 negative will no longer be required to wear facemasks upon entering the building, unless it is their personal preference. Similarly, our staff are not obligated to wear facemask unless they choose to do so. Patients with respiratory symptoms (coughs, wheezing etc.) should still wear face coverings if tolerated, for the safety of both our patients and staff as well as our community. Anyone who is Covid-19 positive should not come into the surgery without an invitation from a healthcare professional. We thank you for your cooperation and we will continue to monitor this policy and update you accordingly.

How you make a complaint about primary care services has changed

There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:

o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or

o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.

After 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill 

Aldershot 

Hampshire 

GU11 1AY

Phone number: 0300 561 0290 

Email address: frimleyicb.southeastcomplaints@nhs.net

As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:

o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or

o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.

After 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill 

Aldershot 

Hampshire 

GU11 1AY

Phone number: 0300 561 0290 

Email address: frimleyicb.southeastcomplaints@nhs.net

As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

4 Aug, 2023
18 Aug, 2023
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NHS App: A More Secure and Reliable Way to Receive Messages from Your Surgery

Please click the link below to download the NHS App.

NHS App | www.nhs.uk

Please click the link below to download the NHS App.

NHS App | www.nhs.uk

Planned works impacting access to County Lane site

From the 23rd of April there are planned works on the road about used to access our County Lane site. The works are expected to continue for 4-5 days, for the duration of the work, there will be a multi-way signal control in place on the roundabout.

It is anticipated that this may cause delays in traffic approaching this site. If you have an appointment at our County Lane site, please plan accordingly and allow additional time to attend your appointment.

 

From the 23rd of April there are planned works on the road about used to access our County Lane site. The works are expected to continue for 4-5 days, for the duration of the work, there will be a multi-way signal control in place on the roundabout.

It is anticipated that this may cause delays in traffic approaching this site. If you have an appointment at our County Lane site, please plan accordingly and allow additional time to attend your appointment.

 

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Need help with your muscle or joint problems?

The getUBetter MSK app is provided free of charge by Frimley Health & Care ICS for registered patients at GP Practices. It can be accessed on a Smartphone or on the Web, and guides you day-by-day through a sequence of exercises, tips, and support to help you recover from a range of new, recurrent or long term conditions:

  • Lower back pain
  • Back and leg pain
  • Neck pain
  • Shoulder pain
  • Ankle pain
  • Knee pain
  • Soft Tissue Lower Limb pain
  • Hip pain

You can self-refer to the app by clicking on this link

Please use an email address that is unique to you and select the condition you need help to manage. We will then send you an email with all the information you need to get started.

You can download the getUBetter MSK app to your Smartphone for easiest access, or you can use the Webapp.

If you develop another condition, select your new condition from within the app and it will be added to your account.

The getUBetter MSK app is provided free of charge by Frimley Health & Care ICS for registered patients at GP Practices. It can be accessed on a Smartphone or on the Web, and guides you day-by-day through a sequence of exercises, tips, and support to help you recover from a range of new, recurrent or long term conditions:

  • Lower back pain
  • Back and leg pain
  • Neck pain
  • Shoulder pain
  • Ankle pain
  • Knee pain
  • Soft Tissue Lower Limb pain
  • Hip pain

You can self-refer to the app by clicking on this link

Please use an email address that is unique to you and select the condition you need help to manage. We will then send you an email with all the information you need to get started.

You can download the getUBetter MSK app to your Smartphone for easiest access, or you can use the Webapp.

If you develop another condition, select your new condition from within the app and it will be added to your account.

Worried about Strep A or Scarlet Fever?

Dr Streeter De Diego, local GP, Paediatric Doctor & Clinical lead Frimley Healthier Together, talks through what to do if you're worried and when to seek help.

Dr Streeter De Diego, local GP, Paediatric Doctor & Clinical lead Frimley Healthier Together, talks through what to do if you're worried and when to seek help.

Podcast on Strep A with Dr Sabina Shaik

Please listen to the podcast here.

Please listen to the podcast here.

Welcome to Forest Health.

On the first of October Forest Health Group and the Gainsborough practice completed our merger. 

We are now working together as Forest Health. We are excited to be working in this new way and we hope that as you get to know the practice in its new form you will feel some of this excitement as well.

We would like to reassure all our patients that all four sites will continue to operate their full range of services.

The existing GPs, including Dr Goel, and other staff that you are used to will continue to work at Forest Health. However, you will now be able to see any of the team at all four sites, giving a greater level of choice and flexibility.

If you need to call the practice, all older numbers will continue to be supported for the next 6 months before being replaced by our central number 01344 421 364. Calling either number will take you through to the same team of call handlers who will be able to help regardless of where you have previously been registered.

For those patients familiar with the Gainsborough practice, there will be some changes in how you access care from the practice. For routine matters we suggest that you use the practice website to order prescriptions or book routine reviews. For matters that you consider to be urgent, requiring same day help, please phone the surgery where you will be directed to our ‘care navigators’. His is a team of specialist staff, recruited and trained in addition to our other reception staff who will take you through a clinically supervised process to work out exactly what care you need and get you to that care as quickly as possible. For anything else our fantastic reception team are still there to help, either on the phone or at the front desk.

We are currently in the middle of a large recruitment campaign, and we hope that in the coming weeks and months you will see significant increases in numbers across the nursing, paramedic and doctor teams.

We look forward to looking after you and hope that you will be delighted with the service at Forest Health group.

Finally, we would like to take this opportunity to announce the retirement of Dr Kade from the Gainsborough Practice and Dr Kittel from Forest Health Group. Both doctors have given a lifetime of service to their patients, and we wish them every happiness in their retirements.

On the first of October Forest Health Group and the Gainsborough practice completed our merger. 

We are now working together as Forest Health. We are excited to be working in this new way and we hope that as you get to know the practice in its new form you will feel some of this excitement as well.

We would like to reassure all our patients that all four sites will continue to operate their full range of services.

The existing GPs, including Dr Goel, and other staff that you are used to will continue to work at Forest Health. However, you will now be able to see any of the team at all four sites, giving a greater level of choice and flexibility.

If you need to call the practice, all older numbers will continue to be supported for the next 6 months before being replaced by our central number 01344 421 364. Calling either number will take you through to the same team of call handlers who will be able to help regardless of where you have previously been registered.

For those patients familiar with the Gainsborough practice, there will be some changes in how you access care from the practice. For routine matters we suggest that you use the practice website to order prescriptions or book routine reviews. For matters that you consider to be urgent, requiring same day help, please phone the surgery where you will be directed to our ‘care navigators’. His is a team of specialist staff, recruited and trained in addition to our other reception staff who will take you through a clinically supervised process to work out exactly what care you need and get you to that care as quickly as possible. For anything else our fantastic reception team are still there to help, either on the phone or at the front desk.

We are currently in the middle of a large recruitment campaign, and we hope that in the coming weeks and months you will see significant increases in numbers across the nursing, paramedic and doctor teams.

We look forward to looking after you and hope that you will be delighted with the service at Forest Health group.

Finally, we would like to take this opportunity to announce the retirement of Dr Kade from the Gainsborough Practice and Dr Kittel from Forest Health Group. Both doctors have given a lifetime of service to their patients, and we wish them every happiness in their retirements.

1 Oct, 2022
6 Oct, 2022
Patient Access Online Registration Process for Merging Practices

The patient Access Process is changed due to The Gainsborough Practice merging with Forest Health. 

If you use Patient Access then please follow these steps below from Monday 10th October to access your records. 

Steps for Patient Access Online Registrations 
 

The patient Access Process is changed due to The Gainsborough Practice merging with Forest Health. 

If you use Patient Access then please follow these steps below from Monday 10th October to access your records. 

Steps for Patient Access Online Registrations 
 

The Emergency Departments are experiencing increasing level of demand

The Emergency Departments at Wexham Park and Frimley Park hospitals are currently experiencing an increasing level of demand which is likely to continue throughout this weekend. Please only attend if you have severe symptoms or suffering from a life-threatening condition. Check out our Know Where To Go  guide for advice on how to get the help you need quickly and close to home. Remember, if it’s less than an emergency, call 111.

The Emergency Departments at Wexham Park and Frimley Park hospitals are currently experiencing an increasing level of demand which is likely to continue throughout this weekend. Please only attend if you have severe symptoms or suffering from a life-threatening condition. Check out our Know Where To Go  guide for advice on how to get the help you need quickly and close to home. Remember, if it’s less than an emergency, call 111.

Practice Training Dates and Closures

Throughout the year the practice provides both medical and administration staff, training to improve their skills and knowledge base. All Practice Staff are required to attend these training days.

During this time the surgery will be closed 12:30 onwards.

Prior to each training session we will advise patients of the dates with information posters around the surgery and a telephone message to advise patients what to do on the day. When the surgery is shut for training telephone cover is provided by East Berkshire OOHs service for Emergencies.  

BASE  - Protected learning time dates - Surgery closed at 12:30

Wednesday 12th January 2022

Tuesday 8th February 2022

Wednesday 23rd March 2022

Throughout the year the practice provides both medical and administration staff, training to improve their skills and knowledge base. All Practice Staff are required to attend these training days.

During this time the surgery will be closed 12:30 onwards.

Prior to each training session we will advise patients of the dates with information posters around the surgery and a telephone message to advise patients what to do on the day. When the surgery is shut for training telephone cover is provided by East Berkshire OOHs service for Emergencies.  

BASE  - Protected learning time dates - Surgery closed at 12:30

Wednesday 12th January 2022

Tuesday 8th February 2022

Wednesday 23rd March 2022

Covid-19 Booster Vaccination - Update 13th Dec 2021

The NHS vaccination programme will offer every adult the chance to book a covid-19 booster vaccine by the end of the year to protect the nation against the Omicron variant.

As part of the biggest and fastest vaccine programme in health service history, online bookings are available for all those in their 30s and above from today.

The best way to get your vaccine is by booking online at www.nhs.uk or by calling 119 – please do keep checking availability as appointments are loaded onto the system every day. The website and phoneline are understandably very busy and we thank you for your patience when booking.

The national booking service will then open up to everyone aged 18 and over from Wednesday this week.

The NHS is prioritising bookings for boosters and is urging people to book a slot to guarantee their vital jab. Some sites offer walk-in appointments where no appointment is needed. Please check here for clinics with walk-in availability and their opening hours www.happyhealthylives.uk/vaccinationdrop-ins

GP teams have been asked to clinically prioritise their services to free up maximal capacity to support the covid-19 vaccination programme, alongside delivering critical appointments such as cancer, urgent and emergency care. This might mean that for some people, routine appointments are postponed as part of the national mission to roll out boosters.

Scientists are very concerned about the spread of Omicron due to the speed with which it spreads and because two doses do not appear to provide much protection but thankfully, a booster dramatically improves this.That is why the Government has asked the NHS to prioritise boosters over other routine care.

We appreciate your support and understanding – and urge you to come forward for your vaccination as soon as possible.

The NHS vaccination programme will offer every adult the chance to book a covid-19 booster vaccine by the end of the year to protect the nation against the Omicron variant.

As part of the biggest and fastest vaccine programme in health service history, online bookings are available for all those in their 30s and above from today.

The best way to get your vaccine is by booking online at www.nhs.uk or by calling 119 – please do keep checking availability as appointments are loaded onto the system every day. The website and phoneline are understandably very busy and we thank you for your patience when booking.

The national booking service will then open up to everyone aged 18 and over from Wednesday this week.

The NHS is prioritising bookings for boosters and is urging people to book a slot to guarantee their vital jab. Some sites offer walk-in appointments where no appointment is needed. Please check here for clinics with walk-in availability and their opening hours www.happyhealthylives.uk/vaccinationdrop-ins

GP teams have been asked to clinically prioritise their services to free up maximal capacity to support the covid-19 vaccination programme, alongside delivering critical appointments such as cancer, urgent and emergency care. This might mean that for some people, routine appointments are postponed as part of the national mission to roll out boosters.

Scientists are very concerned about the spread of Omicron due to the speed with which it spreads and because two doses do not appear to provide much protection but thankfully, a booster dramatically improves this.That is why the Government has asked the NHS to prioritise boosters over other routine care.

We appreciate your support and understanding – and urge you to come forward for your vaccination as soon as possible.

Infection prevention control guidelines to remain in place

The highest priority for the NHS remains the safety of staff, patients and visitors. While COVID restrictions will end in many settings in England from 19 July, everyone accessing or visiting healthcare settings must continue to wear a face covering (unless they are exempt) and follow social distancing rules.

Public Health England’s infection prevention control guidelines and hospital visiting guidance are therefore set to remain in place for all staff and visitors and across all health services including hospitals, GP practices, dentists, optometrists and pharmacies to ensure patients and staff are protected.

Read the infection prevention control guidance for further details.

The highest priority for the NHS remains the safety of staff, patients and visitors. While COVID restrictions will end in many settings in England from 19 July, everyone accessing or visiting healthcare settings must continue to wear a face covering (unless they are exempt) and follow social distancing rules.

Public Health England’s infection prevention control guidelines and hospital visiting guidance are therefore set to remain in place for all staff and visitors and across all health services including hospitals, GP practices, dentists, optometrists and pharmacies to ensure patients and staff are protected.

Read the infection prevention control guidance for further details.

Coronavirus (COVID-19)

Advice in your region: 

England | Scotland | Wales | Northern Ireland | Ireland 

Get the latest NHS information and advice about coronavirus (COVID-19). 

Check if you or your child has coronavirus symptoms 

Find out about the main symptoms of coronavirus and what to do if you have them. 

Self-isolation and treatment if you have coronavirus symptoms 

Advice about staying at home (self-isolation) and treatment for you and anyone you live with. 

Testing and tracing 

Information about testing for coronavirus and what to do if you're contacted by the NHS Test and Trace service. 

People at high risk 

Advice for people at higher risk from coronavirus, including older people, people with health conditions and pregnant women. 

Social distancing and changes to everyday life 

Advice about avoiding close contact with other people (social distancing), looking after your wellbeing and using the NHS and other services during coronavirus. 

GOV.UK: coronavirus – guidance and support 

Government information and advice.

Advice in your region: 

England | Scotland | Wales | Northern Ireland | Ireland 

Get the latest NHS information and advice about coronavirus (COVID-19). 

Check if you or your child has coronavirus symptoms 

Find out about the main symptoms of coronavirus and what to do if you have them. 

Self-isolation and treatment if you have coronavirus symptoms 

Advice about staying at home (self-isolation) and treatment for you and anyone you live with. 

Testing and tracing 

Information about testing for coronavirus and what to do if you're contacted by the NHS Test and Trace service. 

People at high risk 

Advice for people at higher risk from coronavirus, including older people, people with health conditions and pregnant women. 

Social distancing and changes to everyday life 

Advice about avoiding close contact with other people (social distancing), looking after your wellbeing and using the NHS and other services during coronavirus. 

GOV.UK: coronavirus – guidance and support 

Government information and advice.

Related Information