How do I ...?
If you live within our practice area, roughly a two mile radius around the practice, you may register as a patient with us. If you are unsure if you fall in our area, please ask at reception or phone us on 020 8397 6361. People staying for less than three months in the area may register as a temporary resident if they are unwell, and then can be seen by one of our doctors or nurses.
To register with us it will help us to obtain your medical records if you bring along your medical card issued to you by your previous doctor. You will also need to fill in a New Patient Questionnaire (click here to download), and if you have not previously been registered at an NHS doctor there is an additional GMS1 form (click here to download).
You will be asked to make an appointment for a new patient check so that we can get details of your past illnesses, family history and current medication. We will also check your blood pressure and test your urine, and may order other tests if appropriate.
Appointments are available in the morning, afternoon and evening. They can be booked at the surgery, by phone on 020 8397 6361 and from this website via EMIS Access (unavailable between 9 am and 11 am). On Wednesday and Thursday mornings we offer appointments from 8.00 am and on Thursday evenings from 6.00 pm to 8.00 pm we run a Commuter Clinic for those who cannot attend at other times. Some appointment times are kept free every day for urgent, same-day consultations.
We aim to be able to offer you an appointment with the doctor of your choice within two weeks; patients are encouraged to consult one particular doctor for each episode of illness.
Our Nurse Practitioner has her own appointment times and may be the best person for you to see for acute illness, injuries, asthma etc.
We would appreciate it if you could let us know as soon as possible if you cannot make an appointment so that we can give it to someone else who needs it. If you are late you may be asked to book another time or wait until the end of surgery.
Appointments are for ten minutes only. If you have a number of problems you are welcome to make a double appointment.
If you need to see a doctor but are too ill to attend the surgery you may request a home visit by phoning 020 8397 6361. Please try to ring before 10.30 am. Home visits take three to four times as long for the doctor than an appointment at the surgery, and so are only available for those who are too ill to travel. A doctor may phone back to assess the need and urgency in order to plan their rounds effectively.
Kingston Primary Care Trust provide emergency medical care through Kingston Health on Call. If you need to speak to a doctor outside normal surgery hours, phone the usual number on 020 8397 6361 and you will be put through to them.
Kingston Health on Call run emergency surgeries in the evening, at weekends and on holidays. Please only use this service if you have an urgent medical problem that cannot wait until the surgery is next open.
For health information and advice at any time, you can contact NHS Direct on 0845 4647.
Most prescriptions have a tear-off portion listing all your current medication. When you require a repeat, put a tick against the item and return the form to the surgery. You may post it to us, hand it in at reception, or put it in the repeat prescription box in the waiting room. You can also order a repeat from this website via EMIS Access. Alternatively, you may request a repeat by letter or fax. If you would like us to return your prescription by post, please enclose a stamped addressed envelope and allow enough time for delivery. For safety reasons we do not take requests for repeat prescriptions over the telephone. Requests for repeat prescriptions will be dealt with within two working days.
In addition, several pharmacies provide a service for ordering and collecting repeat prescriptions. Please speak to your pharmacy if you would like to make use of this.
At the bottom of the first page of your repeat prescription form there is a review date. You will normally need to see a doctor or nurse for a review of medication once this date is reached, before you can have another repeat prescription.
Repeat dispensing is a new service that is available in cooperation with most pharmacies. If your repeat prescription is unlikely to change over a six or twelve month period you may be eligible for repeat dispensing. When you have a review with your doctor you may ask to take part in this. You need to choose one pharmacy to hold your prescriptions and agree that they and your doctor may share information about the scripts. You will then be issued with prescriptions to cover the whole period until your next review, which you then take to the pharmacy where you will collect your regular medication without needing to visit the surgery until you are due for review.
You can phone the surgery on 020 8397 6361 after 11.30 am to receive test results. You may be asked to take further tests or speak to a doctor for further information. Often a further appointment will not be necessary. Please leave four days for most tests to be processed, although some take up to two weeks.
Hook Surgery has full wheelchair access, a disabled WC and disabled parking close to the main entrance. We also have a wheelchair for use from the car park to the building. Please ask if you need to use it.
If you find it difficult to communicate over the telephone, we are happy to receive and send faxes or use Typetalk.
We are always pleased to have feedback on our services. This helps us to know where we are getting things right, and where we may need to make changes. We have a suggestions box in the waiting room, or you can make a comment to one of the team.
If you have an official complaint, please make an appointment to see Lorna Campbell or one of the doctors.
For comments about this website, please contact the webmaster.
Access to personal information held about you, such as clinical records, is covered by the Data Protection Act 1998. You may request to see your own records, but not those of other people. For more information please contact the Practice Manager, Lorna Campbell.
The Freedom of Information Act 2000 recognises that the public has a right to know how public services work, what they cost, and how decisions are made. From 1st January 2005 all GP practices are required to respond to enquiries about information they hold and provide a right of access to that information. Hook Surgery's policies may be obtained by application to the Practice Manager. In some cases there will be a small charge for photocopying. Alternatively, several policies can be downloaded below:
Access to Medical Records
Carers Protocol
Chaperone Policy
Children's Consent Policy
Complaints Leaflet
Complaints Procedure
Health & Safety
Late Arrivals
Overseas Visitors International Agreements
Overseas Visitors Protocol
Private Consultations Handout
Private Medicals Policy
Removal from Practice List
Violence