FAQs – Copy

Overview

We understand that navigating the healthcare system can sometimes be overwhelming, which is why we’ve compiled this comprehensive guide to address some of the most common queries you may have about your health and the services we provide. 

Registering At The Practice

New Patient Registrations

Anyone in England can register with our GP surgery, and it's completely free to do so. You do not need to provide proof of address, immigration status, ID, or an NHS number. 

You may be refused registration if we are not accepting new patients, you live outside our practice boundary, or if there are specific care considerations.

Registering with us is simple. Complete the online registration form relevant to you, which can be done within 10 minutes. You do not need proof of ID to register, but it may be helpful to have documents such as a passport, birth certificate, or HC2 certificate.

Congratulations on your new arrival! Please register your baby with us as soon as possible by completing an online form or requesting a paper copy from reception. Be sure to provide your baby's NHS Number, detailed in their Red Book, for registration.

Absolutely. If you require assistance with registration or filling in forms, please don't hesitate to call our GP surgery. You can also seek help from local organisations, Citizens Advice, or your local Healthwatch.

You may be refused registration if we are not accepting new patients, you live outside our practice boundary, or if there are specific care considerations. However, you can appeal certain decisions or explore other options.

Yes, you can change your GP surgery for various reasons, such as moving or experiencing problems with your current practice. Be sure to inform us if you change address or move out of the area.

If you're away from home or need medical treatment for a short period, you can register as a temporary resident with us for up to 3 months. This allows you access to our services while still being registered with your usual GP surgery.

Registration under the Mental Capacity Act can be facilitated by a relative, main carer, lasting power of attorney, or a person appointed by a court under the Act. Contact us for further guidance on this process.

Yes, all patients registered with Manor View Practice have a named doctor responsible for their overall care. However, you're free to see any doctor at the surgery, and we offer appointment times to suit all needs.

Yes, proxy access allows someone other than the patient to manage parts of their GP online services account. This is often used by parents or recognised carers and can be arranged with the agreement of all parties involved.

If you have any other questions or need further assistance with registration, please feel free to reach out to us. We’re here to help you access the care you need seamlessly.  For further information please visit the Register With Us page.

Patient Triage

Patient Triage

The Patient Triage Appointment System is a new approach designed to ensure that patients who require urgent or timely appointments are prioritized appropriately. It involves a GP reviewing all appointment requests to determine the urgency of the situation and the most suitable course of action.

Patients are required to complete a short online consultation form with a set of simple questions. This form is then reviewed by our triage hub, where a GP assesses the information provided and determines the most appropriate pathway for the patient's care.

Depending on the information provided and the nature of your request, you may receive further communication via text message or phone call. This could involve requesting additional information, providing advice or guidance, or scheduling an appointment with a clinician.

Yes, you can specify if you have a preferred clinician when submitting your online consultation form. While we strive to accommodate such requests, we cannot guarantee it due to availability and scheduling constraints.

If the appointment time provided via text message is not suitable for you, please reply to the text or contact our reception (Not all appt SMS can be responded to).  While we will do our best to accommodate your needs, we cannot guarantee another appointment with the same clinician.

Routine appointments if booked more than 48h in advance will get SMS confirmation of appointment time.  There will be an option to Cancel by responding.

Yes you can, however we encourage patients to try to submit a request through the online consultation form to ensure timely triage and response.

The online consultation form can be accessed through our website. Simply navigate to the "Patient Triage Appointment System" section and follow the instructions provided to complete the form.

You can use the online consultation form to address a range of medical and administrative queries, including new or ongoing symptoms, requests for fit (sick) notes, queries about recent tests, repeat prescriptions, and other admin-related matters.

Yes, over 80% of patients find the online consultation form 'easy' or 'very easy' to use. It involves a short and simple set of questions designed to gather the necessary information for triage purposes.

The practice will action your 'Medical Request' on the same working day.  If you submit an 'Admin Request', this will usually be processed within 48 hours.    

If you have any further questions or concerns about the Patient Triage Appointment System, please don’t hesitate to contact us for assistance. We’re here to help ensure you receive the care you need in a timely and efficient manner.  For more information please visit the Patient Triage page.

Prescriptions

Prescriptions

There are several ways to order your prescriptions:

  1. Online: Use Patient Access or the NHS App.
  2. In person: Return the counterfoil of the prescription document to reception.
  3. Through a Local Pharmacy: Arrange with a local chemist to request and collect your prescription.
  4. Via Email: Use our online form or email us directly.

Unfortunately, we do not accept prescription requests by telephone. Only requests for items on repeat will be issued.

Please allow 4 working days for your prescription to be processed (excluding weekends and bank holidays). If it has exceeded this timeframe, please only call the practice for a prescription query.

You request your prescription
It will be ready to collect at the end of the day
Monday
Friday
Tuesday
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Wednesday
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Thursday

Prescription requests take 4 working days from the date received by the Practice. If your request has come from a Pharmacy, please note the 72 working hour period does not start from when you requested it from them. If you are certain that 72 working hours have passed since your request was received by the Practice, then please call the surgery or email us at: manorview.repeats@nhs.net for assistance.

EPS is an NHS service that allows your GP practice to send your prescription electronically to the place you choose to get your medication. This reduces the need for paper prescriptions and allows for more convenient collection of medications.

Pre-empt ordering prescriptions to avoid running out of medication. Ensure you have enough medication to cover holidays and consider any special circumstances that may affect your supply. Speak to your GP or pharmacist for assistance if needed.

Medication is free for certain groups including pensioners, children under 16, pregnant women, and individuals with specified conditions. Please check your eligibility with your GP or pharmacist.

If you have further questions or require assistance with prescriptions, please feel free to contact us. We’re here to ensure you receive your medications smoothly and efficiently.  For detailed information regarding prescriptions please visit the Prescriptions page.

Medical Records

You are entitled to a copy of your medical records under the General Data Protection Regulation (GDPR). To request a copy, please complete and submit a 'Subject Access Request Form.' [Include link to document]. Note that such requests are typically free of charge unless deemed "manifestly unfounded or excessive," in which case a reasonable fee may apply. Your records will be provided electronically unless requested otherwise.

Please submit your request in writing, providing details of the person you wish to grant access to (including name, contact number, and level of access). This can be done by letter, email (to edt.manorview@nhs.net), or by submitting a completed Consent Form. Unless otherwise specified, this permission will remain in place until you inform us in writing that you wish to withdraw access.

Our Practice protocol does not allow for proxy access to children's medical records.

Please inform us in writing (by letter or email to: manorview@nhs.net) of any removals or amendments you would like to be made. Your request will be reviewed by a GP, and a formal response will be provided within 1 month.

Your medical records will be transferred electronically at the time of registration. However, records held in paper format may take up to 6 months to be transferred. If needed urgently, action will be taken to obtain your medical history from your previous surgery while waiting for your paper records.

Please email us at edt.manorview@nhs.net to request a linkage key. Once set up in our system, you will receive an email with the necessary information to link your account.

If you have any further questions regarding your medical records, please don’t hesitate to contact us. We’re here to assist you with accessing and managing your healthcare information effectively.

Non-NHS Requests

Non NHS Services

If we feel we can provide a GP letter to support for a personal situation or assessment, there will be a fee depending on the type of information needed. This is a Non-NHS service and a fee will apply to ensure no discrimination.  Please submit your request in writing (by letter or email to: edt.manorview@nhs.net) and include as much detail as possible. If you haven't discussed the information required with a clinician, an appointment may be necessary before the letter can be provided. If further information or an appointment is required, you will be informed accordingly.

Yes, a GP can complete private insurance medical forms if you have consulted with a clinician regarding the medical condition the form relates to. Please complete your sections of the form and bring it to the surgery. Note that there is a fee payable upon submission. If you prefer to email the form, our admin team will contact you to arrange payment. Please email forms to: edt.manorview@nhs.net.

Please complete your sections of these forms and hand them in to the reception team at the surgery. There is a fee payable for completing these forms. Our admin team will then contact you to arrange an appointment. Please be aware that due to the volume of requests, there may be a wait of up to 6 weeks for an appointment.

If you have any further questions or require assistance with non-NHS requests, please feel free to contact us. We’re here to help facilitate these processes efficiently for you.  For further information please visit the Non-NHS Services page.

Immunisations

We offer a very limited number of travel vaccines.  Please contact the practice to find out if we offer the vaccine you require.

Unfortunately, we do not administer immunisations for work purposes.

If your childhood immunisations are not showing on your NHS app, please email us at edt.manorview@nhs.net so we can investigate this for you. It's likely that your immunisation history is in your paper records and has not been transferred to your electronic records.

If you have any further questions or concerns about immunisations, please don’t hesitate to reach out to us. We’re here to help ensure you and your family stay protected and healthy.

Test And Results

Tests and Results

Test result times vary depending on the type of test:

      - Blood Tests: Results can be back anything between 1-7 days, with an average turnaround of 3 working days.

      - Urine Tests: Results are typically back within 3-4 working days.

      - Smear Tests: Results are usually back within 8 weeks.

      - X-Rays: Results are typically back within 10 working days on average, but may take up to 3 weeks.

Please phone after 2pm for all test results requested by clinicians in the practice. A receptionist can provide you with the advice given by the clinician, whether the result is normal or if you need to see a clinician.

Yes, if you're registered with Patient Access, you can view your test results online once they have been checked by a clinician. This saves you the need to call the practice.

Blood tests are usually done at your GP surgery or local hospital by a doctor, nurse, or phlebotomist. A blood sample is taken from a vein in your arm using a needle attached to a syringe or container. After the test, a plaster may be applied to the small wound.

Your doctor or healthcare professional will provide instructions for collecting a urine sample. Generally, you'll need to label a container with your details, wash your hands, and collect a mid-stream sample in a sterile container.

Cervical screening checks the health of your cervix to help prevent cervical cancer. During the screening appointment, a small sample of cells is taken from your cervix and checked for certain types of human papillomavirus (HPV) that can cause changes to the cells. Depending on the results, further tests or treatment may be necessary.

If you have additional questions about tests and results, please don’t hesitate to contact us. We’re here to provide you with the information and support you need.  For further information visit the Test and Results page.

Carers

Register - Carer

To register as a carer or register someone as your carer, please submit a Carer Registration Form.

It's important for us to know if you are a carer so that we can ensure you receive the necessary information, services, and support available to you. Registering helps us provide tailored assistance to meet your needs.

Ben Rutherford is our carers' champion and can provide you with guidance and signpost you to relevant services. Additionally, you can contact Age UK at 0800 169 2081 for information on making the most of later life. Carers in Hertfordshire is another valuable resource providing support and information to carers.

Yes, Age UK and Carers in Hertfordshire offer valuable support and information for carers. Age UK is dedicated to helping individuals make the most of later life, while Carers in Hertfordshire provides assistance specifically tailored to carers' needs. You can contact them or visit their websites for more information.

If you have any other questions or require further assistance as a carer, please don’t hesitate to reach out to us. We’re here to support you in your caring role.

Compliments & Complaints

Suggestions & Compliments

Complaints

We value all feedback from our patients, whether it's to share a compliment or express a concern. You can share your experience by completing the form on our website:

- Compliments

- Complaints

- Sending us an email to manorview@nhs.net

Please provide as much detail as possible when sharing your experience. For compliments, let us know what specific aspect of our service or staff member you appreciated. For complaints, include relevant details such as the date of the incident, names of staff involved, and a description of the situation.

Upon receiving your feedback, our team will review it carefully. For compliments, we may use your kind words to recognise and motivate our staff. For complaints, we will investigate the matter thoroughly and aim to provide you with a timely response addressing your concerns.

Yes, we treat all feedback confidentially and in accordance with data protection regulations. Your feedback will be used solely for the purpose of improving our services and will not be shared with third parties without your consent.

If you have a formal complaint or concern about the service you received, please complete the form on our website or contact our Operations Manager. We operate a practice complaint procedure as part of the NHS complaints system, ensuring that your concerns are addressed promptly and thoroughly.

Upon receiving your complaint, we will contact you within three working days to acknowledge receipt. We aim to offer an explanation or resolution within a reasonable timeframe. If you remain dissatisfied, you have the option to escalate your complaint to the Ombudsman.

Yes, complainants may include current or former patients, or their nominated or elected representatives who have been given consent to act on the patient's behalf. Children under 16 can also make their own complaints if they're able to do so.

If you require further assistance with your complaint, you can contact independent advocacy services such as NHS Complaints Independent Advocacy Service or POhWER. Additionally, you can seek guidance from organisations like the Citizens Advice Bureau or Heathwatch Hertfordshire.

We understand the importance of feedback in improving our services, and we appreciate your input in helping us provide better care to our patients. If you have any further questions or concerns, please don’t hesitate to contact us.