If your condition means you cannot come to the surgery, you can be visited at the doctor’s discretion. Please telephone your request before 10.00am and give the receptionist as much information as possible to help the doctor assess the urgency of your call. You may be telephoned by the doctor to discuss your request. The doctor can see, on average, six patients in the surgery in the time taken for a home visit.
Out of Hours
Evenings and Week-ends
Our practice offers patients registered with our practice an emergency service when our practice is closed. This Service operates an Out of Hours service based at NENEDOC, Prospect House, Lower Street, Kettering. It must be stressed that this service is there to deal with urgent medical cases only. All duty doctors at this centre keep accurate records of every patient seen and details will be forwarded to your own doctors.
Speaking to Doctor/Nurse
If you wish to have a telephone conversation with a doctor or nurse, please telephone us on 01536 791300 and leave a request with the receptionist. The doctor or nurse will return your call as soon as possible.
The receptionist will ask:
The name and date of birth of the patient
A brief indication of what the phone call is regarding i.e. test results, referral, medication
The telephone number
The Doctor or Nurse will ring back at some point during the day. This could be any time between surgery opening hours, up to 6.00pm. The doctor or Nurse will only try to telephone once, so if you miss the call they will not try again
Information on attending for a Blood Test
Blood tests at the surgery can be pre-booked with the Nurse and we have a number of appointments each day starting at 9.00am.
For those patients requiring a fasting blood test.
Please note that if you require a fasting blood test you should NOT eat anything after 9.00pm on the evening before your test.
Blood test appointments are only 5 minutes long, so if you are 5 minutes late, you will have missed your full appointment time and will need to book another appointment. All blood tests will be carried out during morning surgery only, but if a patient wishes to have a blood test taken in the afternoon they can go to the Pathology Department at Kettering General Hospital.
Results of Tests
For enquiries about test results, you may telephone the main switchboard after 11.00am daily. Please allow three working days for the test results to be returned to the surgery. Patients will only be given their own results.
Information on attending for an Invasive Procedure
Whilst we appreciate that parents with young children may find it difficult making arrangements to have child care cover when it is necessary to attend for an invasive Procedure such as a Smear test, fitting of an IUD, Implanon or a Minor Operation- we would like to encourage our patients to try to arrange for young children to be looked after by a friend or relative so that you may attend for such a routine on your own. We have to ensure that both our patients and staff are working in a safe environment when carrying out such work. It is therefore the Practice Policy to ask patients not to bring young children to such procedures. If you experiencing severe difficulty please speak to one of our Receptionist who could advise on the help we could provide to assist you in getting to your appointment. We have a member of staff in Reception who is CRB checked.
You may be aware of this new Government initiative which aims to provide patients with the choice of which hospital and at a time which suits them to be seen by a hospital consultant.
At Mawsley Surgery, we fully support this government initiative and therefore offer our patients the ability to book their initial hospital appointment through one of the participating hospitals in our area.
For more information about Patient Choice, please follow the website link
How you can help us:
Tell us if you need to cancel your appointment
Be on time for your appointment
Be courteous to all practice staff
If a home visit is required, please call before 10.00am
Ring for test results after 11.00am
Request your repeat medication in writing, either by e-mail, fax or post in the letter box provided. We cannot accept verbal requests.
Complaints and Suggestions
In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the NHS Commissioning Board, PO Box 16738, Reddich, B97 9PT. You may also contact the Care Quality Commission on 03000 616161. As a last resort, you can refer your complaint to the Parliamentary and Health Service Ombudsman on 0345 015 4033.
The NHS Complaints Advocacy for this area may be contacted on 0300 330 5454, they assist patients in making an NHS complaint.
Visiting the surgery
There is an allocated Pram Park for patients visiting the practice with young children. This is due to the fact that the consulting rooms and waiting areas are very small and cannot accommodate buggies and patients when we have a large clinic being run.
Because of the large number of young children registered with the practice, our policy is to ask patients to leave their pushchairs in the pram park area. Reception staff will help you to move around the practice in order to get you and your young children into the consulting rooms. Please ask at reception if you need help.
NHS Direct is a digital health and advice service including web and mobile based 'Health and Symptoms checker'. To speak to someone please dial 111.
At Mawsley Surgery we have a policy not to discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability, medical condition, or any other factor. Decisions about treatment will be based solely on clinical judgement and the best available evidence.
Violent and Abusive Patients
This practice operates a zero tolerance policy when dealing with violent and abusive patients and such patients will be removed from our practice list immediately.
Computer Usage & Patient Information
The practice is registered under the Data Protection Act. Confidentiality if very important to us, we have strict procedures for protecting your information. This practice also has a Publication Scheme.
Information is held and transferred in writing and electronically with the hospital and other health service providers. The information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. You have a right to know what information we hold about you. If you would like to see your records, please request an Access to Medical Records form from our reception desk.
You are a carer if you are looking after somebody who is ill, frail, disabled or mentally ill. Mawsley Surgery is trying to trace all patients who are carers. This will mean that carers are known to the surgery and steps can subsequently be taken to support you. There may be times when you need information, advice or some extra help. When you are a carer, it is often difficult to have a proper break because someone depends on you. You can become tired and your health may suffer. Please pick up a Carers information leaflet from our Reception counter or speak to a member of the team who will be able to help.
Download a Carers Leaflet here
If a patient or clinician feels it is appropriate to have a chaperone present for any procedure or examination then one may be provided. Please ask for a chaperone when booking your appointment.
Friends and Family Test
The NHS Friends and Family Test (FFT) allows practices to access feedback from patients and subsequently improve services. The FFT asks if patients would recommend their practice, and offers patients an opportunity to highlight good and unsatisfactory patient experiences.
NHS Changes to Sharing Patient Data
Information about your care is shared in a secure online system in order to allow healthcare staff to efficiently support your treatment. This information is also important for the NHS to improve its services for patients. Different providers of care, such as your GP and hospital, can be linked to allow NHS England to compare overall standards.
Insurance reports and claims, medical reports (such as pre-employment checks, fitness to travel/undertake sports etc.) are not part of core NHS work and as such has to be done by the doctors under private time. We therefore charge a fee – these are published on the surgery noticeboard in the waiting room.
Patients aged 75+
Any registered patient aged over 75 years who has not seen a GP or nurse in the practice for 12 months may ask for a health check.
Stop Smoking Service
If you wish to stop smoking, the NHS Smokefree National Helpline offers advice and support on 0300 123 1044.
We now have a text messaging service which allows us to send text messages to confirm and remind patients of their appointments.
If you are more than 10 minutes late, then you will be unable to be seen by the clinician in that appointment slot. You may be asked to wait until the doctor is able to see you or to rearrange another appointment. Please leave plenty of time for driving and parking at the surgery.
It is the patient’s responsibility to cancel unwanted appointments. Failure to do this results in a wasted appointment that could have been used for another patient.
Allocated Named GP
From the 1st April 2015 the government have added to our NHS contract that all patients should have a named accountable GP. We have now allocated a named accountable GP to all our patients . If you wish to know who your named accountable GP is please contact the Surgery.
The named accountable GP to whom you are allocated will take responsibility for the co-ordination of all appropriate services and ensure they are delivered where required to each of their patients. However there is no condition within these regulations for you to see your named GP when you book an appointment at the Surgery, so your overall care will not be affected whichever GP you prefer to see.
If you feel you would like a different GP allocated to you then please let us know and we will do our best to accommodate this.
A translator service is available for patients who are not fluent in English. The Surgery would need some additional time to book this service if it is required. Please let the Receptionist know at the time of booking your appointment and we will do our best to arrange for a translator to be present during your consultation – if available.