This website describes the services we offer and gives guidelines on how best to use them.
We hope you find it helpful and informative.
Phone lines are open from 8:30 to 18:00
Plese note, surgery doors open at 8:15 but appointments can only be booked from 8:30 onwards.
'Our Vision' for Riverbank Medical Centre
At Riverbank Medical Centre, 'your local GP surgery', we are committed to providing compassionate and high quality care to all users of our services, by delivering best practice. We aim to be considerate and responsive to the needs of our patients, and offer an open channel of communication to maintain standards and consistency in the level of service provided.
We aim to:
- Listen to and understand the needs of our patients, without discrimination and prejudice.
- Provide an environment which is clean, safe and welcoming.
- Provide on-the-day appointments for those with immediate and urgent medical needs, and telephone consultations where appropriate, helpful or necessary.
- Recall and review patients with ongoing and chronic health conditions and repeat medications.
- Support development and training for all staff.
- Work within national guidelines in order to provide evidence based care.
- Remain caring, friendly and open at all times for all patients.
- Utilise available technology to improve information management for safer and effective patient care.
- Protect your data, dignity and confidentiality.
- Maintain high standards of prescribing and ensure a time frame of two working days for repeat medication is met.
- Provide non-NHS services in a timely fashion against an agreed tariff.
- Work jointly with the patient group to communicate change and receive constructive feedback and observation.
- Respond quickly and pro-actively to any concerns you may have about the service you receive from us.
Friends and Family Test
There is a contractual requirement for all NHS establishments to obtain feedback from their practice population as to whether their patients would recommend the practice to Friends and Family.
Please look out for the feedback forms in the practice (supplied by Cfep) or please feel free to complete the survey via this web link – www.cfep.net/6d1
Please be aware we are now offering appointments that can be booked online. You can access this service via Patient Access – the same system used to order online repeat prescriptions. If you are already a registered user of the online repeat prescriptions service you will automatically be able to view online bookable appointments. If you are not yet registered with Patient Access, please call in to the practice and ask at reception for a registration form.
Access to Medical Care - Meeting Demand
Every patient would have seen the recent news and the effect that the current pressures are having on our valuable NHS system. As a result we would like to enlist the help of our patients to enable access to those external services and their own in-house services to work more efficiently for them.
- Unless you are ringing to book an appointment OR you are requesting a home visit before 10am, do not ring the practice on any day between 8.30 and 9.30am.
- Requests for a home visit must be received before 10am (requests after this time cannot be guaranteed to be carried out on that day but all requests will be triaged by a GP or a Nurse Practitioner)
- When ringing if you are met with an “engaged” tone this means that our four incoming lines are being answered by the reception team – please hang up and try again
- If you are met with a “ringing” tone it means that you are in the telephone queuing system – hold the line and your call will be answered (do not hang up and ring in again as this will take you to the back of the queue again)
- If it can be avoided do not attend the practice to book an appointment in person – there is no advantage to this as all patients are treated equally and queuing patients do not receive any special treatment over and above those patients who are/have booked on the telephone or online. This does not save the patient any time as appointments are still offered in strict rotation.
- Book appointments in advance as much as possible and look at using the most appropriate appointment for your needs – if you are unsure of the most appropriate appointment please discuss this with one of our reception staff
- Use the Accident and Emergency Department appropriately. This department is for “Accidents” that have occurred within the last 24 hours for which you may require immediate assistance e.g.. due to a possible fracture, burn etc OR for a possible “life threatening” Emergency e.g. unconsciousness or crushing chest pain
- Use of the Out of Hours Service via NHS 111.
Access to this service should only be attempted if a patient becomes “acutely” ill after 6.30pm and before 8.00am on weekdays, at weekends or on bank holidays. Out of Hours is not in place to deal with longstanding conditions/symptoms e.g. respiratory disease/a viral cough without evidence of an infection – for these book an appointment during the day with the practice.
HSCIC – Important Changes to how we Handle your Personal Data
We will soon be required to supply your personal medical Information to the Health and Social Care Information Centre (HSCIC). This information will be taken from the practice in a form that can identify you.
The practice has NO choice but to allow the HSCIC to extract this information. However, individual patients can instruct their practice to stop the transfer of their data. For more information on the reasons for this data extract and details on how to opt out of sending your confidential information please pick up a leaflet or complete an opt out form.
Patient Information Leaflet.pdf
Opt Out Letter.doc
Frequently Asked Questions.pdf
Abdominal Aortic Aneurysm Screening Programme
As from late September/early October 2013 we will be hosting the Abdominal Aortic Aneurysm (AAA) Screening Programme at the surgery. If you are male and aged 65 or over and wish to self refer for an ultrasound scan of your aorta please contact: 0117 342 1630 or firstname.lastname@example.org. The chances of having an AAA are higher if you are a smoker, have high blood pressure (hypertension) or have had an immediate relative with AAA
Patient Self Certification Forms
For SSP purposes, an employer is not entitled to ask for a medical certificate, signed by a doctor, for the first seven days of absence from work due to incapacity. The employee is only required to notify the employer of the incapacity and provide self-certification of their incapacity, in writing.
You can click here to download a self certification form.
Tell us what you think!
If you would like to review your experience at Riverbank, then simply click here to access the NHS Choices website.
The building is wheelchair accessible, has toilets for the disabled and baby changing facilities. There is a hearing loop in the waiting areas.
There is limited free parking available (one disabled bay) – please park with consideration for others, taking note of the markings.
The practice has a policy of offering a chaperone during all intimate examination. You have a right to ask for a chaperone at any time if the doctor wishes to examine you.