If you wish to, you can now use the NHS App to book appointments with a GP, view your test results, request repeat prescriptions for any medications you take regularly and look at your medical records online. You can still use the telephone or come in to the surgery for any of these services as well. It’s your choice.

Being able to see your record online might help you to manage your medical conditions. It also means that you can even access it from anywhere in the world should you require medical treatment on holiday.  If you decide not to join or wish to withdraw, this is your choice and practice staff will continue to treat you in the same way as before. This decision will not affect the quality of you care.

You can self-register to obtain access to your health record on NHS or you can ask us to provide you with linkage key information once you register to NHS app. This will ensure that only you are able to access your record unless you choose to share your details with a family member or carer.

It will be your responsibility to keep your login details and password safe and secure. If you know or suspect that your record has been accessed by someone that you have not agreed should see it, then you should change your password immediately.

If you can’t do this for some reason, we recommend that you contact the practice so that they can remove online access until you are able to reset your password.

If you print out any information from your record, it is also your responsibility to keep this secure. If you are at all worried about keeping printed copies safe, we recommend that you do not make copies at all.

The practice has the right to remove online access to services for anyone that doesn’t use them responsibly.

To use this service, you must first register to NHS app which can be accessed via smartphone/computer/tablet.

Online access application forms are also available at the surgery. You will need to produce some form of photo identification e.g. passport, photo card driving license. You can only register to access your own appointments/medical records and you must be at least 16 years old.

Once your application has been processed you will be issued with your own personal registration codes. You will need these codes every time you wish to use the online services.

Please allow 2 working days for us to process your application.

All GP practices are required to declare the mean earnings (e.g. average) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in The Fairfield Practice in the last financial year (2024-25) was £50,205 before Tax and
National Insurance. This is for  3 full time GPs and 9 part time GPs who worked in the practice for more than six months

Every patient who registers with The Fairfield Practice is allocated a registered doctor.

This doctor is known as your ‘Named Accountable GP’. This GP will be responsible for your overall care at the practice.

This does not prevent you from seeing any GP in the practice, or from speaking to the duty doctor for any urgent problems/advice as you currently do.

If you cannot remember or would like to check who your named accountable GP is, please ask the receptionist.

The Fairfield Practice are keen to hear from patients who would be interested in joining the practice patient participation group. The aim of the group is to act as a communication channel between you, the patient, and the practice and to try and improve the services we offer. We are looking to recruit more members, ideally from as broad a spectrum as possible so as to get a truly representative group which will include members from all ages, cultural groups, working backgrounds, ethnic backgrounds and all levels of health and fitness.

Please note the PPG is not a forum for individual complaints in the interest of patient confidentiality due to the meetings’ public nature.

We will contact members via email with short surveys from time to time, to find out your opinions on subjects such as opening times, care quality and practice procedures. We also plan to meet on a twice yearly basis.

If you wish to become a member of our PPG and can commit to attending occasional meetings, please contact practice manager or speak to one of reception team.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

The Fairfield Practice uses personal and confidential information for a number of purposes. Our privacy notice provides a summary of how we use your information.

We are committed to protecting your privacy and will only use information collected lawfully in accordance with existing laws and with guidance from organisations that govern the provision of healthcare in England such as the Department of Health and the General Medical Council.

Our privacy notice will explain about how we will use and protect any information about you that you give us. Please click here for more information

We can only understand what we’re doing well and what needs to change by hearing your experiences, in your own words.

We read all the feedback we receive. We share  positive feedback with colleagues, so that they know how important their work is, and we use the negatives to learn and to make services better.

Your feedback can make a big difference.

Ratings and reviews – Fairfield Pms – NHS

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint or concern about any service you receive from this practice please let us know.
We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
Our complaints system meets national criteria.

HOW TO COMPLAIN

We hope that most problems can be sorted out easily and quickly via our Reception Manager,  Ms Jane Palfrey often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible
ideally within a matter of days or, at most, a few weeks because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

Within 12 months of the incident that caused the problem
Or
Within 12 months of discovering that you have a problem.

Complaints should be addressed to our Practice Manager, Ms Gemma Hepburn-Morris or to any of the doctors. Gemma will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be of great help if you are as specific as possible about your complain.

WHAT WE SHALL DO

Gemma or the practice secretaries will acknowledge your complaint within 3 working days of the date when you raised it with us. We will then investigate your complaint and write to you again within 28 working days, when we are in a position to offer you an explanation or a meeting with the people involved. Should we need more time, we will send you a holding response and update you on our progress. When we investigate your complaint, we will aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned, if you would like this.
• Ensure you receive an apology, where appropriate.
• Identify what we can do to make sure the problem doesn’t happen again

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

COMPLAINING TO LOCAL NHS BODY OR NHS ENGLAND

Please complain to us directly about the service provided to one of our managers or to the commissioner of the services (South East London Integrated Care Board – contactus@selondonics.nhs.uk), which is the body that pays for the NHS services you use. The responsibility for investigating any issue arising from a complaint remains with the practice that provided the service to you.

We hope that if you have a problem, you will use our procedures. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.
If you are dissatisfied with the result of our investigation, you can contact the Health Services Ombudsman. Please find overleaf details of the Health Services Ombudsman and other organisations that may be able to help/advise you.

USEFUL CONTACTS

NHS England, PO Box 16738, Redditch, N97 9PT; Telephone: 0300 311 2233; E-mail: England.contactus@nhs.net
Health Services Ombudsman: 0345 0154033;

Or write to them at: The Parliamentary & Health Services, Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Or visit their website: www.ombudsman.org.uk

Suggestions, comments and questions are always welcome. We are happy to discuss your ideas for improvement and to explain anything that you may not understand. Please feel free to contact us and speak to any member of staff or senior management team.

A Zero Tolerance Policy to violent, threatening and abusive behaviour is now in place throughout the NHS. The staff in this Practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right. At no time will such behaviour be tolerated in this Practice.

Any patient behaving in such a way will have their registration with the Practice cancelled immediately.