Patient News

Frimley Healthier Together – Empowering parents, carers and young people with knowledge and easily accessible help at their fingertips. When it’s 3am and you are up with a sick child unsure if you can stay at home or need to see someone and where; the website lays it out in a clear traffic light so you feel confident with the decision you make and what you can do at home.

You can find help with day to day queries such as pregnancy, feeding, sleep and development together with current topics from COVID to mental health and emotional well-being. Brings together not only national resources but what is available locally in Surrey, Hampshire, Berkshire and Bucks. There is also a SMS option to share with other parents and young people and can be accessed on any device; phone, tablet or computer.

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There are two ways people can make a complaint about GPs, dentists, opticians or pharmacies:

o They can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP practice, a dental practice, a community pharmacy or an optometry practice or

o They can complain to the commissioner of the service: this is the organisation that paid for the service or care they received.

After 1 July 2023 if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the Complaints team via new contact details below:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health

Hospital Hill 

Aldershot 

Hampshire 

GU11 1AY

Phone number: 0300 561 0290

Email address: frimleyicb.southeastcomplaints@nhs.net

As each email received is so important to the team, an acknowledgement to all complaints will be sent as soon as possible.

Information governance regulations mean that the emails sent to the old email address after 1 July, cannot be automatically forwarded and the inbox will not be accessible. People will therefore receive an automatic response, asking them to resend their email to the new address.

Members of the public with ongoing complaints received after 1 July 2022 will receive a letter from NHS England informing them that the Complaints team based in the South East Complaints Hub, hosted by NHS Frimley ICB will now be handling their complaint with confirmation of their case handler. We would like to reassure you that the current team and case handler will remain the same as the staff move organisation.

Members of the public will still be able to make a complaint to the provider. This is NOT changing. There is also no change for people wishing to make a complaint for specialised services, health and justice, screening and immunisations and Continuing Healthcare.

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As part of a national initiative, local GP practices are working together to offer patients better access to GP appointments in Surrey Heath. As well as some local GP practices offering in-house extended hours for their patients, Surrey Heath Clinical Commissioning Group (CCG) has commissioned providers to offer a range of additional appointments with our local GPs, Nurses and Health Care assistants, providing greater appointment availability and flexibility for people.

The service commissioned by the CCG means that people living in Surrey Heath can access additional appointments outside of normal practice hours. People must be registered with a GP surgery locally to qualify, and appointments can only be made in advance through their own GP practices. Please note the service cannot accept walk-in patients.

If urgent care is required, please call NHS 111 for advice.

Additional weekend appointments will be available at designated practices throughout Surrey Heath. These appointments are for routine general practice issues only and not for emergency care.

For Saturdays, the location will alternate each week,

Patients will be reminded of the location of their appointment at the time of making a booking.

To arrange an appointment for Weekends and Bank Holidays, speak to your practice receptionist. Please be aware your appointment will be a telephone call which can be changed to a video consult at the GP's digression.

Please note: to cancel or re-book a Saturday extended Access appointment; you can call 01276 949999 between 9.00am - 13.00pm on the day

Further information, including FAQs and locations of additional appointments, can be found here

Bartlett Group Practice Opening Times 

• Saturday 08.00 to 12.00, 13.30 to 16.30

This service will be continuing into 2024, see dates at Bartlett Group Practice  below:

Saturday opening Schedule :

06th April 2024  Camberley Health Centre

13th April 2024  Park Road Surgery 

20th April 2024  Station Road 

27th April 2024  BARTLETT GROUP PRACTICE 

04th May 2024  Upper Gordon Road

11th May 2024  Lightwater 

18th May 2024  Park House 

25th May 2024  Camberley Health Centre

1st June 2024 - Park Road Surgery 

8th June 2024 - Station Road 

15th June 2024- BARTLETT GROUP PRACTICE 

22nd June 2024 - Upper Gordon Road 

29th June 2024 - Lightwater 

6th July 2024 - Park House 

13th July 2024 - Camberley health Centre 

20th July 2024 - Park Road Surgery 

27th July 2024 - Station Road 

We, at Bartlett Group Practice are proud to be an accredited Veteran Friendly GP practice and to support our veteran community this Remembrance Day.

As a Veteran Friendly GP Practice we:

Have a clinical lead for veteran health Caroline Roberts, who is supported by the whole practice to improve veteran health services.

Ask patients ‘Have you served in the Armed Forces?’ to help identify veteran patients and code them on our system.

Support veteran patients to access dedicated health services.

Undertake regular training and development to meet the health commitments of the Armed Forces Covenant and better understand the needs of veteran patients.

If you’re a veteran patient, please let us know that you have served so that we can make sure that we understand your health needs.

A University of Chester study revealed that the Veteran Friendly Accreditation programme, which is run by the Royal College of General Practitioners in partnership with NHS England, leads to better healthcare. To find out more about the veteran friendly practices accreditation scheme, visit www.rcgp.org.uk/veterans

The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster. It also lets you read and review notes from your appointments in your own time.

We’re now letting you see all the information within your health record automatically. If you are over 16 and have an online account, such as through the NHS App, NHS website, or another online primary care service, you will now be able to see all future notes and health records from your doctor (GP). Some people can already access this feature, this won’t change for you.

This means that you will be able to see notes from your appointments, as well as test results and any letters that are saved on your records. This only applies to records from your doctor (GP), not from hospitals or other specialists. You will only be able to see information from 1st December 2022. For most people, access will be automatic, and you won’t need to do anything.

Your doctor (GP) may talk to you to discuss test results before you are able to see some of your information on the app. Your doctor (GP) may also talk to you before your full records access is given to make sure that having access is of benefit to you. There might be some sensitive information on your record, so you should talk to your doctor if you have any concerns.

These changes only apply to people with online accounts. If you do not want an online account, you can still access your health records by requesting this information through reception. The changes also only apply to personal information about you. If you are a carer and would like to see information about someone you care for, speak to reception staff.

The NHS App, website and other online services are all very secure, so no one is able to access your information except you. You’ll need to make sure you protect your login details. Don’t share your password with anyone as they will then have access to your personal information.

If you do not want to see your health record, or if you would like more information about these changes, please speak to your GP or reception staff.

We have a new Facebook page, found at www.facebook.com/Bartlettgrouppractice. Please like and follow to get up-to-date news and info from the practice.

Our staff should be able to come to work without fear of violence, abuse, harassment or discrimination from patients or their relatives. Such behaviours include:

• Using bad language or swearing at practice staff
• Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
• Causing damage/stealing from the Practice’s premises, staff or patients

We have a zero tolerance policy for these behaviours and we have the right to remove patients from our practice list and notify the police.

Frimley Health has launched a new electronic patient record system that is affecting the Accident and Emergency (A&E) departments at Wexham Park and Frimley Park Hospitals. Safety remains paramount, so please be patient with the staff. Waiting times are likely to be longer than usual. 

Unless it’s an emergency remember there are lots of alternatives for you to make use of:

• Visit your local pharmacy
• During the day contact your GP practice via online consultation or phone
• Contact NHS 111 online, www.111.nhs.uk or dial 111. If you are calling NHS 111, please be patient. NHS 111 may advise you to contact your GP or its out-of-hours service or attend the Bracknell Minor Injuries Unit.
• For minor injuries, such as sprains and strains, suspected broken limbs, or minor head injuries, visit the Minor Injury Unit at Brants Bridge in Bracknell or the High Wycombe Urgent Care Centre – open 8 am-8 pm 7 days a week.

Anyone with a life-threatening condition should call 999. Help us to help you by seeking alternatives to A&E where it is safe to do so.

Please use www.111.nhs.uk/ if you have an urgent medical problem and your GP practice is closed. You will be supported to access the most appropriate healthcare for your needs. If you call NHS 111, please be patient. 

Advice in your region:

England | Scotland | Wales | Northern Ireland | Ireland

Get the latest NHS information and advice about coronavirus (COVID-19).

Check if you or your child has coronavirus symptoms

Find out about the main symptoms of coronavirus and what to do if you have them.

Self-isolation and treatment if you have coronavirus symptoms

Advice about staying at home (self-isolation) and treatment for you and anyone you live with.

Testing and tracing.

Information about testing for coronavirus and what to do if you're contacted by the NHS Test and Trace service.

People at high risk

Advice for people at higher risk from coronavirus, including older people, people with health conditions and pregnant women.

Social distancing and changes to everyday life

Advice about avoiding close contact with other people (social distancing), looking after your wellbeing and using the NHS and other services during coronavirus.

GOV.UK: coronavirus – guidance and support

Government information and advice.

Welcome to our new practice website. Our website provides all the information you need to help you make best use of the services we offer, as well as health tips and advice on healthy living. Our quick links bar offers quick access to common things you may need such as registering yourself as a new patient, repeat prescriptions and blood results. Please use the e-consult banner if you wish to contact us regarding a clinical issue and bookmark our page for future reference.