Confidentiality at Reception
The reception area and waiting room is an open environment. Booking in on arrival for your appointment can be done using the Check-In screen. If you choose to check in with the receptionist, or the Check-In screen has not recognised your details we will only ask your name, date of birth and address for purposes of identification. We will not ask for details of your need for an appointment. We will not discuss results at the front desk. If you need to speak privately ask and a receptionist will be called down who will take you to a private area to do this. We cannot do this after 4.30pm.
Equality Mission Statement
We are an organisation committed to ensuring that all our patients and staff are protected from unlawful discrimination.
Direct discrimination occurs where someone is treated less favourably and put at a disadvantage on discriminatory grounds in relation to his or her treatment. Direct discrimination may even occur unintentionally.
No patient will receive less favourable treatment on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
No member of the practice’s staff – GP, nurse, administration or reception staff will receive less favourable treatment from patients on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
Any patient or employee who believes he or she may have been unfairly discriminated against is encouraged to use our Equality Policy.
Any patient who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards another patient or member of staff will be guilty of gross misconduct and will be dealt with according to our Equality Policy.
Any member of staff who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards a patient or member of staff will be guilty of gross misconduct and will be subject to the Practice Disciplinary Procedure.
General Data Protection Regulations (GDPR) comes into effect on 25th May 2018.
Please refer to our Documents section to view our Practice Privacy Notice.
Any questions please contact the Practice Manager, Jackie Kelly.
All GP practices are required to declare the mean earnings (e.g. average pay) for GP’s working to deliver NHS services to patients at each practice.
The average pay for GP’s working at The New Surgery in the last financial year was £81,065 before tax and national insurance. This is for 2 full time GP’s, 3 part time GP’s and 2 locum GP’s who worked in the practice for more than 6 months.
Patient Online Services – Detailed Coded Records
Online access to parts of the information contained within your medical records is now available, this is in addition to the other online services which we currently offer:
- Order repeat prescriptions
- Book and cancel your appointments
- View your allergies
- View your medical history
This additional service means you will be able to view certain parts of your medical record.
You will need to complete application forms to have access to online services and you will have to provide two forms of identification.
Please note the use of family emails is not acceptable, each individual applying for an online account must have their own individual email address.
For more information please ask at reception.
Primary Care Support Team
All patient services are overseen by:
Primary Care Support Team
Kent and Medway Area
PO Box 350
Suggestions, Compliments and Complaints Procedure
If you have any suggestions or helpful ideas, please speak or write to the Practice Manager who will relay them to the Partners for further consideration. If you any compliments to make about the surgery please speak or write to the Practice Manager who will be pleased to received them and pass on to the staff. There is a complaints procedure in place at the practice. Any complaints should be addressed, in the first instance, to the Practice Manager who will contact you and explain the procedure to be followed. The Practice Manager will ensure that your concerns are dealt with promptly and courteously.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
We have experienced hospital doctors, nurses and students working here from time to time, learning about general practice.
During the GP Resistrars’ training you may be asked to take part in their training programme by having your consultation videoed. You would be asked to sign a consent form and you are at liberty to refuse. This is to help the GP Registrar reflect and understand their consultation technique.
The poster below is displayed in the waiting room.
Training Practices in Kent, Surrey and Sussex
Information for patients
This practice has been accredited to train doctors intending to become general practitioners.
The practice needs to be regularly inspected for this purpose, and this involves inspection of the medical records. Only doctors approved for this purpose will do this, and they will respect completely the confidentiality of the information.
If you do not want your records to be available for inspection then please inform the practice of your wishes.
Sometimes the doctor may wish to video record his or her consultations, and in this case your permission will always be requested beforehand.
Further information about training in this practice is available from the receptionist.
Zero Tolerance Policy
NHS Staff must be able to come to work without fear of violence, abuse or harassment from patients or their relatives. The NHS has a zero tolerance attitude towards violence (1).
Violent, threatening or abusive behaviour including shouting and swearing will not be tolerated at this practice.
Patients who act in such a manner will be asked to leave the premises; the Police may be called and you could be removed from our patient list.
Our staff are here to help you, please treat them with respect.
(1) NHS Employers – Violence Against Staff