Practice Booklet

Reception Opening Times

Monday	8:00am to 6:30pm
Tuesday	8:00am to 6:30pm
Wednesday	8:00am to 6:30pm
Thursday	8:00am to 6:30pm
Friday	8:00am to 6:30pm

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Appointments Out of Hours

Core Practice hours are Monday to Friday 8:00am to 6:30pm.

Outside these hours you can be reviewed by a clinican at the services mentioned below:

Evening and Weekend Service

An enhanced access service appointment is exactly like an appointment at your own GP practice.

You will be seen by experienced GPs, Nurses and other Healthcare Professionals.

Your medical record will, with your consent, be available to the GP that sees you, to ensure that they have the information they need to give you the best possible care.

The appointments will take place from:

Day	Appointment Time	Appointment Location/Hub
Monday	6.30pm to 8.00pm	East End Medical Centre 61 Plashet Road London E13 0QA
Tuesday	6.30pm to 8.00pm
Wednesday	6.30pm to 8.00pm
Thursday	6.30pm to 8.00pm	Upton Lane Medical Centre 75 - 77 Upton Lane London E7 9PB
Friday	6.30pm to 8.00pm
Saturday	9.00am to 5.00pm

Telephone Support Available 24 hours 7 days a week

 

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Safegurding Children and Vulnerable Adults

Our safeguarding lead at the Practice is Dr Anil Shah.  If you have any questions or concerns about any safeguarding issues, please speak with any of our team members. You can also contact the Borough safeguarding team directly:

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Access to Medical Records

The surgery keeps all practice records secure and confidential. You have a right to know what information we hold about you and you may make request to look at your records. Please see reception for further details.

More details about access to medical records

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Complaints and Comments

The surgery welcomes comments and suggestions. If you wish to make a complaint, please let us know as soon as possible. Complaints should be addressed to the Practice Manager. We will acknowledge your complaint within three working days and aim to get back to you as soon as possible. You may then receive a formal reply in writing or be invited to attend a meeting with the persons concerned to try to resolve the matter.

If you feel you cannot raise your complaint with us or are dissatisfied with the outcome of our investigation, you can contact the Parliamentary Health Services Ombudsman at:

Millbank Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033. Website: www.ombudsman.org.uk

Or NHS England, PO Box 16738, Redditch, B97 9PT, Tel: 0300 311 2233.

Email: england.contactus@nhs.net

The NHS also operates a Patient Advice and Liaison Service (PALS), which can help resolve any problems before they become formal complaints. If you would like to speak to a PALS officer, please ring 020 3594 2040 or email pals@bartshealth.nhs.uk The PALS service is available Monday – Friday, 9.30 am – 4.30 pm.

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The Patient Participation Group

The Patient Participation Group comprises patients who work with the staff to help ensure the best for patients. They have a noticeboard and mailbox in the waiting area. Look out too for the patient newsletter they publish regularly. From time-to-time group members may seek patients’ views and ideas on different aspects of the practice, to help the staff continue to provide the very best service.

You can contact the PPG group by email,

For The Forest Practice PPG send an email to: theforest.practice@nhs.net 

For Stratford Health Centre PPG send an email to: stratford.healthcentre@nhs.net 

or by dropping a note in the box in the waiting area. Please note that all members of the group are volunteers, so cannot deal with individual complaints or give any medical advice.

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Data Protection (GDPR Regulations) 

All information held on our computer system and all the contents of your medical records are treated in a strictly confidential manner. The General Data Protection Regulations effective from 25th May 2018 is a new law that determines how your personal data is processed and kept safe and the legal rights you have in relation to your own data.

Our Data Protection Policy

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Northeast London Integrated Care Board

NEL ICB is responsible for planning and Commissioning a range of health services, including secondary care and community and mental health services for Newham residents and visitors to the Borough.

They aim to work in partnership with the community and local health stakeholders to understand local health needs and deliver high-quality services that meet the needs of the local population. You can find out more about the work of Newham ICB and ways in which you can contact us or get involved via their website:

https://northeastlondon.icb.nhs.uk/

NHS North East London
4th Floor – Unex Tower
5 Station Street
London E15 1DA 

Telephone: 020 8221 5500
Email: nelondonicb.enquiries@nhs.net

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Your Local Pharmacist

NHS Community Pharmacy Consultation Service (Pharmacy First): Pharmacy First aims to assist general practice in ensuring that individuals with minor ailments receive support from healthcare professionals other than their primary care providers.

Patients manifesting symptoms of minor ailments will be promptly directed to a community pharmacist. During the consultation, the pharmacist will gather the patient's medical history, inquire about symptoms, and discuss current medications.

Following this assessment, the pharmacist will provide self-care advice and, if appropriate, recommend over-the-counter medications.

In cases where symptoms indicate a more serious condition, the pharmacist will assist the patient in scheduling an urgent appointment with the GP practice or refer them to an Urgent Care Centre as deemed necessary.

A comprehensive record of the outcome will be maintained by the pharmacist, and a secure digital messaging system will be utilized to transmit the report to the GP practice.

Pharmacists play a pivotal role in delivering high-quality healthcare to residents in North East London. Operating within the community, pharmacists leverage their clinical expertise and practical knowledge to ensure the safe dispensing and use of medicines by patients and the general public.

Pharmacists fulfill a range of roles, including dispensing prescriptions and other medications, conducting tests and screenings for common medical conditions, and providing advice on minor illnesses.

Additionally, they offer guidance on sexual health, smoking cessation, and address common problems such as:

 

Your local pharmacist is also equipped to help you assess whether a visit to a doctor or nurse is necessary.

Importantly, these discussions with pharmacists can be conducted confidentially, even when addressing the most personal symptoms. Many pharmacies now feature private consultation areas where patients can engage with pharmacy staff without concerns of being overheard by other members of the public, and appointments are not required for such consultations.

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Appointments

Our practice has a mix of appointments, which are bookable on the same day and up to two weeks in advance. We will always try to book you with the most suitable member of our clinical team; this will include GP’s Advanced Nurse Practitioners, Nurses, Health care Assistants and Physician Associates.

We also have online access. If you wish to book an appointment online or order medication, please visit https://www.nhsapp.service.nhs.uk/login. You will need to register with the NHS App and have an NHS App login to access this service. 

Please be on time for your appointment. We try to see patients on time; however, we apologise if on occasion this is not possible. This may be because your Clinician has had to prioritise patients who have arrived as emergencies and are too ill to be left unattended.

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Home Visits/Telephone Advice

Home visits are for housebound patients only. Your Clinician will generally call you back to discuss the problem. Please help the practice by calling before 11:00 am. All the clinicians will speak to patients over the telephone and give advice if necessary. Please ensure reception has your correct contact details.

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New Patients

New patients are required to complete a mandatory registration form which will include your medical history.

Register as a new patient here.

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Special Services

Antenatal Clinic/Post-Natal Clinic/Child Health Clinics

 

We run clinics for post-natal checks and new baby checks from six weeks after birth. For all other child-related health information from birth to age five, please contact the Health Visitors on 020 8250 7200.

Diabetic Clinic

Our Health Care Assistant runs specialised diabetic clinics with the support of Dr Shah. Please ensure you complete your diabetic bloods 14 days before your appointment.

Cervical Screening (Smear Test)

This simple test detects cancer of the neck of the womb in its early stages. Women between the ages of 25 and 49 are advised to have a smear test every three years, and those between the ages of 50 and 64 need a smear test every five years. Please make an appointment with the Practice Nurse. Smear Tests are also offer at the Family Planning Clinic.

Travel Immunisations

Please complete a travel form at reception at least six weeks before you travel. If you require a copy of your immunisation history – this can be provided free of charge – Please speak to the Admin Team. Not all travel vaccinations are available on the NHS, so you may be directed to a private travel clinic where fees are chargeable. You can find specific travel advice for the area you are visiting at www.nathnac.org/travel.

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Repeat Electronic/Private Prescriptions

Please allow 72 hours for your prescription request to be processed. This can be done at reception, online or via the pharmacy. Please note that we do not take repeat prescriptions by telephone for clinical safety reasons, except for housebound patients.  

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Change of Details

Please inform the practice promptly if you have changed your name, address or telephone number.

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We offer a number of specific services dependent on age, so please if you fall into one of these categories and the reception team has not already booked you into one of the clinics, please ask them to do so.

Age	Service	Benefit to you
0 to 4	Our baby/child immunisation programme.	This clinic appointment will ensure you have completed all the immunisations as per the UK schedule. You should have a red book and this will help us determine if your child is missing anything.
15 to 24	Chlamydia / Gonorrhoea Sexual Health Screening	This is free test which can be done immediately. A urine sample is all that is needed; the test will enable us to check if you have a sexually transmitted infection. The results can be texted to your phone or you can call us to get the results.
40 to 74	NHS Health Check Clinic	A full screening of your general health including a blood test for diabetes and cholesterol. The health advisor will give you information on living a healthy life.
65 plus	Pneumococcal Vaccination	This is a one of injection to help prevent pneumonia.
70 plus	Shingles Vaccination	This is a one of injection to help prevent Shingles.
Any long term condition Asthma, Diabetes, COPD, Heart Disease, Rheumatoid Arthritis, Dementia, Depression	A clinical review of your condition	A comprehensive review of your long term condition, a medication review and advice/support of any local services/referrals available to you.
Learning Disability	This is an annual NHS Health Check on your wellbeing including a blood test should you consent.	A overall health check with an action plan on how you can improve your wellbeing
Carer	Are you a Carer for anyone	Please let our reception team know AND also please call Newham Carers Network on 0208 519 0800 to give you more details of the benefits and a free Carers Assessment.

If we can be of any further assistance please speak to any of our team.  We wish you good health.