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FRMG Service Report May 2024 | Putting Patients First

We are constantly striving to improve our services putting patients first. 

We have answered approx 10,000 calls in the monthly of May, issued 5397 prescriptions, booked 7632 face to face appointments.  We also had 707 patients who did not turn up for their appointment. 

Please click the link below to access the FRMG Service Report for May 2024.

FRMG Service Report May 2024

We are constantly striving to improve our services putting patients first. 

We have answered approx 10,000 calls in the monthly of May, issued 5397 prescriptions, booked 7632 face to face appointments.  We also had 707 patients who did not turn up for their appointment. 

Please click the link below to access the FRMG Service Report for May 2024.

FRMG Service Report May 2024

25 Jun, 2024
30 Oct, 2023
Patient Medical Record

Dear Patients

From 31 October 2023 patients over the age of 16 will have automatic access to written notes in their medical records. This is in addition to coded information, test results, medication and allergy information which is already viewable. It is only information added to your medical record on or after 31 October 2023 that will be available.

Access to your medical information is online through the NHS App or Patient Access. If you have an active NHS App or Patient Access account, then you will get automatic access to this information. If you do not have an NHS App or Patient Access account and you would like one, then please read the information on our website.

Access to the expanded medical information will happen automatically except in some limited cases where your GP has judged that access to the information would not be in your best interests. Patients in this category who would like access to this information may discuss the matter with the Practice.

If you use the NHS App or Patient Access and do not want to have access to this additional information, then please let the Practice know and we can switch off access for you. You do not need to provide a reason. Should you change your mind we can switch access back on for you. Remember to keep your medical information secure. It is recommended that you do not share log-in details with others. 

We make every effort to ensure that the information in your medical record is clear and easily understood. We appreciate that sometimes the clinician may use words or language that you are not familiar with. A useful guide to some commonly used medical terms is available here. Please look at this if you need help with understanding the information in your record.

Our clinicians review test results before making these available to you. This is so that the clinician where they think it appropriate can discuss matters with you first. This means that there may be a delay between when results are returned to the practice and when they are available for you to see.

High quality notes for every patient is one of our core goals. We have 33,000 patients and in a typical month will add over 20,000 entries and documents to medical records. Handling this volume of information unfortunately means that from time to time we may make an error. Please remember your medical notes are a summary of the clinician’s assessment rather than a detailed entry of everything that may have been discussed in your appointment. If you think that the information in your medical record is factually incorrect, then please let us know so that we can investigate and, if necessary, make a correction.

This service does not replace subject access requests and you may continue to request copies of your medical information in the same as at present.

The GP Partners

 

Dear Patients

From 31 October 2023 patients over the age of 16 will have automatic access to written notes in their medical records. This is in addition to coded information, test results, medication and allergy information which is already viewable. It is only information added to your medical record on or after 31 October 2023 that will be available.

Access to your medical information is online through the NHS App or Patient Access. If you have an active NHS App or Patient Access account, then you will get automatic access to this information. If you do not have an NHS App or Patient Access account and you would like one, then please read the information on our website.

Access to the expanded medical information will happen automatically except in some limited cases where your GP has judged that access to the information would not be in your best interests. Patients in this category who would like access to this information may discuss the matter with the Practice.

If you use the NHS App or Patient Access and do not want to have access to this additional information, then please let the Practice know and we can switch off access for you. You do not need to provide a reason. Should you change your mind we can switch access back on for you. Remember to keep your medical information secure. It is recommended that you do not share log-in details with others. 

We make every effort to ensure that the information in your medical record is clear and easily understood. We appreciate that sometimes the clinician may use words or language that you are not familiar with. A useful guide to some commonly used medical terms is available here. Please look at this if you need help with understanding the information in your record.

Our clinicians review test results before making these available to you. This is so that the clinician where they think it appropriate can discuss matters with you first. This means that there may be a delay between when results are returned to the practice and when they are available for you to see.

High quality notes for every patient is one of our core goals. We have 33,000 patients and in a typical month will add over 20,000 entries and documents to medical records. Handling this volume of information unfortunately means that from time to time we may make an error. Please remember your medical notes are a summary of the clinician’s assessment rather than a detailed entry of everything that may have been discussed in your appointment. If you think that the information in your medical record is factually incorrect, then please let us know so that we can investigate and, if necessary, make a correction.

This service does not replace subject access requests and you may continue to request copies of your medical information in the same as at present.

The GP Partners

 

Patient Notice: Enquiry Line

Dear Patients,

If your call is regarding routine administrative and prescription enquiries, please submit an administrative query which is under ‘Quick Links’. We will aim to respond to you within 2 working days.

The query phone line will be open between 2-4pm for urgent matters.

Many Thanks 

GP Partners 

Dear Patients,

If your call is regarding routine administrative and prescription enquiries, please submit an administrative query which is under ‘Quick Links’. We will aim to respond to you within 2 working days.

The query phone line will be open between 2-4pm for urgent matters.

Many Thanks 

GP Partners 

20 Sep, 2023
4 Aug, 2023
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.

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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

18 Aug, 2023
10 Mar, 2023
Admin Queries at Front Desk

Dear Patients

Over the last 2 months we have increased the number of face-to-face appointments we offer to patients. One effect of this have been an increase in the number of patients attending the surgery. To help us to check patients in and navigate patients to their appointments we have decided that from 08:00 to 10:00 we will deal only with patients who have a booked appointment. This change will bring access at our front desk in line with our telephone access.

If you come to the surgery for other matters between 08:00 and 10:00 we will prioritise patients attending for an appointment. You will be able to hand in documents and information or book an appointment, though you may have to wait. We will be unable to answer questions, issue letters, reports or other documents or deal with issues during this time.

We will introduce the change on Monday 13th March.

We hope that this approach will make it easier for patients who have an appointment to get checked in in plenty of time for their appointment. Thank you for your support and understanding of this change.

The GP Partners

Dear Patients

Over the last 2 months we have increased the number of face-to-face appointments we offer to patients. One effect of this have been an increase in the number of patients attending the surgery. To help us to check patients in and navigate patients to their appointments we have decided that from 08:00 to 10:00 we will deal only with patients who have a booked appointment. This change will bring access at our front desk in line with our telephone access.

If you come to the surgery for other matters between 08:00 and 10:00 we will prioritise patients attending for an appointment. You will be able to hand in documents and information or book an appointment, though you may have to wait. We will be unable to answer questions, issue letters, reports or other documents or deal with issues during this time.

We will introduce the change on Monday 13th March.

We hope that this approach will make it easier for patients who have an appointment to get checked in in plenty of time for their appointment. Thank you for your support and understanding of this change.

The GP Partners

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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.

4 Feb, 2023
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Digital Buddies - Free Workshops on Digital Skills

Join our FREE workshops and understand - the benefits of being online by learning how to: 

• use a smart device with ease & confidence! 

• trust the internet by doing simple searches, booking appointments and navigate Apps! 

• use the internet safely and securely! 

Please click to register. - Digital Buddies - The Slough Hub

Watch Video

Tel: 01779400755 

Email: contact@thesloughhub.org 

Website: www.thesloughhub.org

Join our FREE workshops and understand - the benefits of being online by learning how to: 

• use a smart device with ease & confidence! 

• trust the internet by doing simple searches, booking appointments and navigate Apps! 

• use the internet safely and securely! 

Please click to register. - Digital Buddies - The Slough Hub

Watch Video

Tel: 01779400755 

Email: contact@thesloughhub.org 

Website: www.thesloughhub.org

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.

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Growing a Healthy Slough - FREE health and wellbeing classes

FREE health and wellbeing classes led by local Health Professionals including Health Visitors and Midwives, for families who are pregnant, have a child 0-2yrs to support giving you and your child a healthy start

For more information or to speak to a member of the team call 01753 373464 between 9am – 5pm, Monday – Friday.

You can also book online.

FREE health and wellbeing classes led by local Health Professionals including Health Visitors and Midwives, for families who are pregnant, have a child 0-2yrs to support giving you and your child a healthy start

For more information or to speak to a member of the team call 01753 373464 between 9am – 5pm, Monday – Friday.

You can also book online.

18 Nov, 2022
10 Mar, 2023
Weekes Drive Surgery

Dear Patients

We are pleased that Weekes Drive is now open Monday to Friday for patients with pre-booked appointments. We continue to increase the number of pre-booked appointments that we are offering at Weekes Drive. Nurse appointments are now available.

Patients may attend Weekes Drive for all matters including registration, repeat prescriptions. Please note that we deal with most administration from Farnham Road and it is possible that you may need to attend Farnham Road Surgery to collect documents.

Telephone and email contact details remain the same and there is no change to the process for making an appointment or contacting us with a query. You will have the opportunity to choose, when there is availability, Weekes Drive as your preferred site for an appointment.

The GP Partners

Dear Patients

We are pleased that Weekes Drive is now open Monday to Friday for patients with pre-booked appointments. We continue to increase the number of pre-booked appointments that we are offering at Weekes Drive. Nurse appointments are now available.

Patients may attend Weekes Drive for all matters including registration, repeat prescriptions. Please note that we deal with most administration from Farnham Road and it is possible that you may need to attend Farnham Road Surgery to collect documents.

Telephone and email contact details remain the same and there is no change to the process for making an appointment or contacting us with a query. You will have the opportunity to choose, when there is availability, Weekes Drive as your preferred site for an appointment.

The GP Partners

Online Access to NHS Medical Records

Dear Patients

The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster and it also lets you read and review notes from your appointments in your own time. The NHS plan is that from 1 November if you are over 16 years of age and have an online account through the NHS App, or another online primary care service, you will be able to see all future notes and heath records from your GP.

We have decided, based on the information that we have from NHS England, our clinical system provider, our Integrated Care Board and listening to advice from The British Medical Association and our Local Medical Committee, that there remains uncertainty surrounding the safety and security of this service and therefore we will not be offering prospective access to consultation text and documents at this time.

We will keep this service under review. When we think that implementing the service is safe and secure for all patients we will switch it on. We will keep you updated via our website.

If you already have access to certain parts of your medical information through the NHS App, or similar service, you should see no change to the information that you can see. We won’t know for sure if this is the case until 1 November. If you experience a change in the information that you can see through the NHS App, or similar service, please let us know.

You may continue to request information from your medical record, or a copy of your medical notes, in the usual way.

We thank you for your understanding.

The GP Partners

Dear Patients

The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster and it also lets you read and review notes from your appointments in your own time. The NHS plan is that from 1 November if you are over 16 years of age and have an online account through the NHS App, or another online primary care service, you will be able to see all future notes and heath records from your GP.

We have decided, based on the information that we have from NHS England, our clinical system provider, our Integrated Care Board and listening to advice from The British Medical Association and our Local Medical Committee, that there remains uncertainty surrounding the safety and security of this service and therefore we will not be offering prospective access to consultation text and documents at this time.

We will keep this service under review. When we think that implementing the service is safe and secure for all patients we will switch it on. We will keep you updated via our website.

If you already have access to certain parts of your medical information through the NHS App, or similar service, you should see no change to the information that you can see. We won’t know for sure if this is the case until 1 November. If you experience a change in the information that you can see through the NHS App, or similar service, please let us know.

You may continue to request information from your medical record, or a copy of your medical notes, in the usual way.

We thank you for your understanding.

The GP Partners

28 Oct, 2022
9 Sep, 2022
Covid-19 Vaccinations

Dear Patients

The autumn booster covid-19 vaccinations will be delivered from Weekes Drive Surgery, 100 Weekes Drive, SL1 2YP. Vaccinations are for patients with a pre-booked appointment only. We are unable to accept walk-ins. 

Vaccinations start on 19th September and appointments will be available Monday to Friday 09:00 to 17:00. If you are eligible for a booster vaccination, then you will receive an invite to make an appointment from your GP surgery. If you have any questions about whether you are eligible for a booster vaccination or about your appointment please contact your GP surgery. Please do not contact Weekes Drive Surgery about appointments.

Parking at the surgery is limited and we are reserving this for those patients who need assistance and for the vaccination staff. We need to ensure that emergency vehicles are able to access the building at all times. Please do not park in the surgery car park when visiting Weekes Drive for your covid-19 vaccination. We ask for your understanding with this.

Dear Patients

The autumn booster covid-19 vaccinations will be delivered from Weekes Drive Surgery, 100 Weekes Drive, SL1 2YP. Vaccinations are for patients with a pre-booked appointment only. We are unable to accept walk-ins. 

Vaccinations start on 19th September and appointments will be available Monday to Friday 09:00 to 17:00. If you are eligible for a booster vaccination, then you will receive an invite to make an appointment from your GP surgery. If you have any questions about whether you are eligible for a booster vaccination or about your appointment please contact your GP surgery. Please do not contact Weekes Drive Surgery about appointments.

Parking at the surgery is limited and we are reserving this for those patients who need assistance and for the vaccination staff. We need to ensure that emergency vehicles are able to access the building at all times. Please do not park in the surgery car park when visiting Weekes Drive for your covid-19 vaccination. We ask for your understanding with this.

Telephone Query Times

Dear patients,

To make it easier for you to book an appointment at the beginning of the day we will delay the opening of our query line until 10:00. This will allow all of our team to concentrate on answering appointment calls for the first 2 hours of the day, our busiest time for telephone calls. Our query line will open from 10:00 until 18:30 when the surgery closes. The messages in our telephone system will be updated to reflect theses changes. Thank you for your support and we hope this makes a difference to your experience.

Dear patients,

To make it easier for you to book an appointment at the beginning of the day we will delay the opening of our query line until 10:00. This will allow all of our team to concentrate on answering appointment calls for the first 2 hours of the day, our busiest time for telephone calls. Our query line will open from 10:00 until 18:30 when the surgery closes. The messages in our telephone system will be updated to reflect theses changes. Thank you for your support and we hope this makes a difference to your experience.

18 Aug, 2022
A&E High 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.

Water and Window Safety

It’s that time of year again! As the weather is getting warmer, it is important to remember the safety risks associated with windows and bodies of water such as pools, ponds, lakes, and rivers. For more information, please click here to see a short video.

It’s that time of year again! As the weather is getting warmer, it is important to remember the safety risks associated with windows and bodies of water such as pools, ponds, lakes, and rivers. For more information, please click here to see a short video.

20 May, 2022
16 Jun, 2022
Heatwave information

Most of us welcome hot weather, but when it's too hot for too long, there are health risks. In England, there are on average 2000 heat related deaths every year. If hot weather hits this summer, make sure it does not harm you or anyone you know.

Please Click here for more information

Most of us welcome hot weather, but when it's too hot for too long, there are health risks. In England, there are on average 2000 heat related deaths every year. If hot weather hits this summer, make sure it does not harm you or anyone you know.

Please Click here for more information

Help us help you get the right urgent care and support

Frimley Health has launched a new electronic patient record system that is affecting the Accident and Emergency (A&E) departments at Wexham Park and Frimley Park Hospitals. Safety remains paramount, so please be patient with the staff. Waiting times are likely to be longer than usual. 

Unless it’s an emergency remember there are lots of alternatives for you to make use of:

  • Visit your local pharmacy
  • During the day contact your GP practice via online consultation or phone
  • Contact NHS 111 online, www.111.nhs.uk or dial 111. If you are calling NHS 111, please be patient. NHS 111 may advise you to contact your GP or its out-of-hours service or attend the Bracknell Minor Injuries Unit.
  • For minor injuries, such as sprains and strains, suspected broken limbs, or minor head injuries, visit the Minor Injury Unit at Brants Bridge in Bracknell or the High Wycombe Urgent Care Centre – open 8 am-8 pm 7 days a week.

Anyone with a life-threatening condition should call 999. Help us to help you by seeking alternatives to A&E where it is safe to do so.

Frimley Health has launched a new electronic patient record system that is affecting the Accident and Emergency (A&E) departments at Wexham Park and Frimley Park Hospitals. Safety remains paramount, so please be patient with the staff. Waiting times are likely to be longer than usual. 

Unless it’s an emergency remember there are lots of alternatives for you to make use of:

  • Visit your local pharmacy
  • During the day contact your GP practice via online consultation or phone
  • Contact NHS 111 online, www.111.nhs.uk or dial 111. If you are calling NHS 111, please be patient. NHS 111 may advise you to contact your GP or its out-of-hours service or attend the Bracknell Minor Injuries Unit.
  • For minor injuries, such as sprains and strains, suspected broken limbs, or minor head injuries, visit the Minor Injury Unit at Brants Bridge in Bracknell or the High Wycombe Urgent Care Centre – open 8 am-8 pm 7 days a week.

Anyone with a life-threatening condition should call 999. Help us to help you by seeking alternatives to A&E where it is safe to do so.

15 Jun, 2022

Related Information