Patient Information

Home Visits
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 KEYDOC, Rothwell Road, Kettering, which is adjacent to Kettering General Hospital. 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 leave a request with the receptionist. The doctor or nurse will return your call as soon as it is feasibly 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 7.00pm 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.

Choose & Book ( Patient Choice)

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
www.connectingforhealth.nhs.uk

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 Complaints Manager at Northants Heartlands PCT. The PCT also operates a Patient Advice and Liaison Service (PALS), which can often help resolve any problems before they become formal complaints.
To speak to a PALS Officer ring 0800 587 0879or fax: 01604 615237 or email: pals@northants.nhs.uk

NHS Direct

NHS direct offers free expert health information and advice 24 hours a day on
0845 606 4647 or at their website www.nhsdirect.nhs.uk which also offers an enquiry service. For deaf people and those hard of hearing, a telephone service is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service.

Discrimination Policy

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.