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.