How to see your Doctor
Appointments can be made online, in person, at reception or by telephone. We aim to offer you a routine ten minute appointment within 2 days, although this may not always be with the doctor of your choice.
For really urgent problems that cannot wait for a routine appointment Emergency appointments are held every weekday (time of day may vary). You will be guaranteed a same day consultation, for one urgent problem only, with the duty doctor who may not be your own doctor. Please reserve this service for urgent problems only, and don’t use it to jump the queue for ordinary appointments.
Click here to discover how to register for and an explanation as to how the online system works.
It is really helpful if requests for home visits can be made before 10.00am. Please give the receptionist brief details of your illness so that the doctor can assess the order of priority of his visits when on rounds.
Out of hours problems
For urgent advice, or home visit requests at night and at weekends ring:111. IC24 runs the local out of hours service. Alternatively you can book online if you feel the problem can wait until the surgery is open again.
For test results please call the office between 9.30 am and 12noon by phoning
01732-770088 and selecting option 4.
We are a training practice, so at times doctors who have finished their hospital training and are interested in General Practice as a career will be working at Warders under the guidance of Dr Morris, Dr Moore, Dr Alton, Dr Claxton or Dr Pearson.
Medical and Nursing Students or paramedics may also be working with our GPs or Practice Nurses and you will always be informed of their presence. If you do not wish to see them please tell the Receptionist.
Requests for repeat prescriptions are not taken over the phone, as potentially serious errors may occur by word of mouth.
Please allow 3 working days from the time of request for your prescription to be processed.
If your medication is not overdue for review (please see review date on the right hand portion of your prescription) please book ask Reception for an appointment to for a review with a Practice Nurse or your Doctor. Repeat prescription requests can be delivered by hand, faxed or posted to the surgery.
You may also prefer to use our internet service Patient Access to request your medication if you have registered for the service and received your PIN number.
You can collect your prescription from the surgery or it can be collected from us by the chemist of your choice.
If you wish us to post your prescription to you please enclose a stamped addressed envelope
EMIS Access Online Prescription Service
To register with the secure on-line prescription service powered by EMIS (our clinical computer system) please collect a registration form from our receptionists in person, or provide written authority if you wish a third party to collect a form on your behalf.
Follow the instructions to complete your on-line registration.
Please note you must be a registered patient of the practice to use this service and this service cannot be used for repeat prescriptions of controlled drugs.
If you live more than a mile from the nearest pharmacy we will be able to dispense your medications to you from our dispensary at our Penshurst Surgery.
If you need help with transport to or from hospital appointments within the Kent and Medway area help is available through G4S.
Call 0800 096 0211 for further information, or go to www.km-pts.co.uk.
We hope that you will always be happy with the services you receive from us, and our Practice Manager, Wendy Fenn is always willing to listen to any suggestions or comments you have to make.
If, however, you need to make a formal complaint, please ask to speak to Wendy, or if you prefer, put the details in writing to her.
We will acknowledge your complaint within three workings days, and will investigate your complaint fully. You will then be advised of the results of our investigations – in line with our complaints policy.
We always attempt to resolve issues locally to your satisfaction. However, if at the end of this process you are dissatisfied with the Practice’s response you may take your complaint to NHS England.
They can be contacted:
By Telephone: 03003 11 22 33
By Email: [email protected]
By Post: NHS England, PO Box 16738, Redditch, B97 9PT.
Website Privacy Statement
- Welcome to Warders Medical Centre’s privacy notice. We respect your privacy and are committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.
Purpose of this privacy notice
2. This privacy notice aims to give you information on how we collect and processes your personal data through your use of this website. This website is not intended for children and we do not knowingly collect data relating to children.
3. It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.
4. The Practice, Warders Medical Centre, is the controller and is responsible for your personal data (collectively referred to as “the Practice”, “we”, “us” or “our” in this privacy notice).
5. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact Wendy Fenn on 01732 770088.
6. You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
Changes to the privacy notice and your duty to inform us of changes
7. It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
8. This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
The data we collect about you
9. Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
10. We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
- Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
- Contact Data includes billing address, delivery address, email address and telephone numbers.
- Financial Data includes bank account and payment card details.
- Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
- Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
- Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
- Usage Data includes information about how you use our website, products and services.
- Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences
11. We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
12. We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
How is your personal data collected?
13. We use different methods to collect data from and about you including through direct interactions. For example, you may give us your identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise.
How we use your personal data
14. We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances: –
- Where we need to perform the contract we are about to enter into or have entered into with you.
- Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
- Where we need to comply with a legal or regulatory obligation.
15. Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data.
16. You can ask us or third parties to stop sending you marketing messages at any time.
Change of purpose
17. We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
18. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
19. Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
Disclosures of your personal data
20. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
21. We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
22. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
23. We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
24. To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
25. In some circumstances you can ask us to delete your data. In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Your legal rights
26.0Under certain circumstances, you have rights under data protection laws in relation to your personal data. Your rights are to: –
- Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it
- Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
- Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
- Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
- Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
- Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
- Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
27. You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
28. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated