General Enquiries and Test Results

If you are telephoning with a query or for test results, please ring after 3.30pm as the phones can be very busy in the mornings.

In the interests of confidentiality and data protection, we will only release test results to the person to whom they relate to unless and until that person has given permission for the release or they are not capable of understanding the results

Suggestions & Complaints

Should you have any comments/suggestions, please ask a member of the surgery staff for a form, which once completed should be put in the suggestion box in the waiting room.  Any suggestions/comments are then forwarded to our Patient Participation Group and discussed at their 6 weekly meetings, held at the Practice.

Thames Avenue Surgery aims to offer a friendly and professional service to all our patients.  However, if you have concerns about any aspect of our service, please let us know in writing.  Our practice-based Complaints Manager is Miss Sue Matthews.  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 NHS Medway, Complaints Administrator at 7/8 Ambley Green, Bailey Drive, Gillingham Business Park, Gillingham, Kent ME8 0NJ.  NHS Medway also operate a Patient Advice and Liaison Service (PALS) which can often help resolve problems before they become formal complaints.  To speak to a PALS Officer, please ring 01634 382792.

In the event of Miss Matthews being unavailable, any comments will be forwarded for her attention by any member of staff.

Repeat Prescriptions

If you take medication on a long-term basis, and the doctor agrees, you can obtain a repeat prescription either:

• by post (please enclose a stamped addressed envelope.)
• by leaving the counterfoil from your last prescription at the surgery. Always use your most recent counterfoil. If you do not have this you will need to leave a written request.

In the interests of patient safety, we do not accept requests for repeat prescriptions over the telephone.

Prescriptions are normally ready after 2 working days. Please note that if you require pharmacy collection, you should allow 3 days before collection.

New Patient Registration

All new patients registering with the practice are invited to make an appointment with Angela, our Healthcare Assistant. This will give us an opportunity to meet you and to obtain important information about any past and ongoing health problems.

If you live in our practice area and would like to register with us, please complete one of our registration forms that are available from reception. Please remember that you will be registering with the practice rather than an individual GP. Please bring your Medical Card with you when you come to register. This will help the Health Authority to locate your records more quickly. If you do not have a medical card, please tell the receptionist.

Change of Address

Please let us know of any change of address/telephone number as soon as possible so that we can keep our records up to date. If you move outside the practice area you will need to register with a new doctor. If in doubt regarding this procedure, please ask a member of staff.