Our Mission Statement
“Our purpose is to provide a responsive personal medical service to our patients in a friendly, caring way.”
“We aim to provide services that meet and wherever possible, exceed the standards set by the local and national healthcare bodies.”
“We consult with patients to find out their views on our services and constantly strive to do things better.”
The surgery is open from Monday to Friday, with a limited service on Saturday mornings.
If your condition is non-urgent we strive to provide an appointment to see a doctor within two working days, though you may have to wait longer to see a particular GP. However you have the option to book an appointment days/weeks in advance if this is more convenient for you.
If you are booking a routine follow up appointment, please try to book well in advance so that we can offer you good choice of times.
If you cannot keep an appointment, please let us know as soon as possible.
Requests for home visits are for patients who are not well enough to visit the surgery. Requests should be made between 8.30am and 10am, unless it is an emergency.
If you feel you need an appointment urgently, due to an acute condition, the receptionist will offer you an appointment to attend that day. This may not be a time that is most convenient to you but you will be seen.
If your medication is authorised for repeat, the Request Form will be attached to your last prescription. If you require a repeat, you can obtain one in any of the following ways:
- Ring the surgery between 10.30am and 4.00pm, Monday to Friday
- During opening hours – hand the form in at Reception
- Place it in the red box on the wall in the lobby
- Out of hours – put it through the letterbox
Please note: Your request must be submitted by 4pm if you wish to collect it from the surgery the next day.
If you request that your prescription is sent to one of the local pharmacies it will be processed and ready for them to pick up the following day. However some chemists request a 48hr turnaround before your prescription is ready for collection from the pharmacy.
Please say immediately if your call is an emergency. If necessary the receptionist will arrange for the doctor-on-call to speak to you on the telephone to assess the problem and you will be advised what to do.
Evening and Weekends
From 2nd April 2013 – (NHS) 111 is the number to ring when you need medical help, fast advice or are unsure which NHS service you need when the surgery is closed. Calls to 111 are free from landlines and mobile telephones.
If it’s a life threatening emergency – dial 999 for an ambulance.
Please note that during normal practice opening hours, the practice remains your first point of contact for all routine requests.
Compliments & Comments
At Netherfield House Surgery we aim to provide patients with the best care we can and we welcome feedback about the services you receive, either when things have gone well or when you feel we didn’t match your expectations.
Leaflets are available on the front desk for you to complete, just ask for a pen and an envelope from reception and your comments will be passed to our Practice Manager. You can fill this form in anonymously or give your name. We do not discriminate against anyone for raising any issues. We greatly appreciate compliments which acknowledge and confirm that we are providing a good service however we take note and look to improve on any comments.
Concerns & Complaints
If you have a concern or complaint about a service you have received you can speak with any member of the team that you feel comfortable with. Hopefully they will be able to give you an explanation that you are satisfied with or they may refer your concerns to the Practice Manager who will speak with you at the time or if he is unavailable, he will make contact at his earliest opportunity.
If you are unhappy with the explanation you receive you may wish to make a more formal complaint, you can;
Speak with anyone in the practice that you feel comfortable with, they will document your concerns and you will be provided with a copy of what was said to check for accuracy
You can write to the Practice Manager, Mr Paul Atkinson.
If you have a complaint to make please do not be afraid to tell us how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put anything right that has gone wrong.
Alternatively you can complain to NHS North of Tyne directly.
If you contact the reception team they will be happy to give you a leaflet which fully explains our complaint’s procedure and gives contact details.
The Trust also operates a Patient Advice and Liason Service (PALS) which can often help resolve any problems before they become formal complaints and they cover issues outside the practice too, eg. Ambulance service and hospital complaints. Leaflets are available at the practice.
We respect your right to privacy and keep all health information confidential and secure. We do not divulge without your consent information to anyone outside the practice, except other NHS organisations involved in your healthcare. If other, non-NHS organisations ask for information we request your signed authority before proceeding.
You have a right to know what we hold about you. If you wish to view your medical records please contact the practice manager.
The National Health Service does not pay for some services provided by GP’s and a separate fee will be charged for items such as:
- Private sick notes,
- Medical reports & examinations,
- Insurance forms,
- Holiday cancellation certificates.
Details of our current charges are advertised in the waiting area of the practice.
NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.
The average earnings for GPs working in the Netherfield House Surgery in the last financial year was £56,651 before taxation and National Insurance. This is for 1 full time GPs and 4 part time GPs.