Q&A’s

We hope you can find the information you need on this website.  We have also put together the Frequently Asked Questions section to assist visitors to our site.

If there is anything on here that does not answer your question please contact reception, and if there is anything you think would be good to have on the FAQ section all feedback is welcome.

Can I request my medical records or can I ask my doctor to sign this form?

Medical records

If you require copies of medical records or immunisation lists please make sure that you give 14 days notice

There are charges for non NHS work. These are listed below. All payments must be made prior to collection of medical reports or appointment.

Request forFee   
Medical Reports and Forms£30+
Letters£40
Gym membership£40
Sporting medical reports (excluding boxing)£40
Employment medicals
Heavy Goods Vehicle  HGV£155
Public Service Vehicle  PVS£155
Taxi£155
Medical records  
Computer generated
Paper records(dependent on quantity)
Immunisation and Vaccination

Medical reports

If you or your insurer need medical information from your medical record to complete forms or reports for insurance purposes, mortgae applications etc you will need to ensure that you give your consent for this information to the company you are dealing with.

We are happy to provide letters for holiday cancellations, fitness to take part in dangerous sports, gym membership and passports. We do not provide medical reports for boxing clubs.

If you require a report or medical examination to engage in a particular job or profession please bring your paperwork and ask for details at reception.

How can I cancel an appointment?

You can cancel your appointment by calling our automated phone line on 0116 216 0358 (Patient Partner).
Please ensure you leave enough time to cancel your appointment so someone else can use it.

How can I order a prescription?

  1. Come in to the surgery and fill in an order slip (or you can fill in the white side of your prescription if you have it) and pop it in the order box.
  2. You can order your prescriptions through the NHS app. To login or register, please Access your NHS account – NHS.

Your prescription will be processed within 3 working days will be ready to collect from your chemist if you have nominated one or will be ready to collect from which every surgery you have indicated on the bottom of your order slip.

How do I change my address with the practice?

If you have changed your address and you are still within the practice area all you need to do is let us know your new address and who has moved there with you. You can do this by telephone or by coming into the practice. 

If you have changed your address and are no longer within the practice boundary, you will need to register with a new GP within your new area. We allow patient 30 days to register at another GP practice before removing off our system.

How do I change my name with the practice?

If you have changed your name and would like to update this on your medical records please bring into the surgery your deed poll document or birth certificate, we will ask you to fill in a short form and then this will be passed to the name changes team who will ensure this is changed for you. 

If you are changing your name because you have gotten married we do not need to see any proof of this please just inform the reception staff when you come to fill in your change of name form. 

We are not able to change a name on our system until we have seen the relevant documents except in the case of marriage.

How do I claim for leave from work due to illness?

Employers can ask employees to fill in a form when they return to work to confirm they’ve been off sick for up to 7 days. This is called ‘self-certification’. Employers usually provide their own version of this form, but forms are available at the Surgery or can be downloaded from the www.gov.uk website.

You will need to give your employer a doctor’s ‘fit note’ (previously called a ‘sick note’) if you are off sick for more than 7 days in a row (including non-working days). You will need to ring the surgery to make an appointment to see the Doctor for this.

Follow this link to GOV.UK/taking-sick-leave page

How do I complain?

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints that meets national criteria.

How to Complain

We hope that most problems can be sorted out as soon as they happen and with the person concerned. If your problem cannot be resolved in this way, and you wish to continue with your complaint, please let us know as soon as possible, ideally within a few days as we will be able to establish what happened quickly. If it is not possible for you to do this then let us have details of the complaint by completing our complaints form.

To print a complaints form please click the link below:

Patient Complaints Form

Confidentiality

If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We keep strictly to the rules of confidentiality and we will require a signed consent from the person you are acting on behalf of.

What will we do

We will acknowledge your complaint within two working days and aim to have looked into it within ten working days of the date you raised it. We will then offer an explanation or a meeting to discuss the issues with the people involved.

If you are unhappy with the outcome of the response to your complaint for further help and advice you can contact the Complaints Office at:

Telephone: 0116 295 7572

Email: llricb-llr.enquiries@nhs.net

Writing to us at:

Corporate Governance Team
NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) Room G30, Pen Lloyd Building
County Hall, Glenfield
Leicester, LE3 8TB

How do I get an online account?

To get an online account all you need to do is register for the NHS App – Access your NHS account – NHS

You will be able to:

  • Order repeat prescriptions (online orders will take the usual 48 hours and is only done on working days) 
  • View consultations, test results and letters that are in your NHS record (please be advised you will only have access from the day you request it)

Using Your Information Confidentially for Risk Stratification – An Explanation for Patients

Using Your Information Confidentially for Risk Stratification – an explanation for patients

Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. Information about you is collected from several sources including NHS Trusts and from Inclusion Healthcare Practice.

The identifying parts of your data are removed, analysis of your data is undertaken, and a risk score is then determined. This is then provided back to your GP as data controller in an identifiable form. Risk stratification enables your GP to focus on initiatives for preventing ill health and not just the treatment of sickness, so being far more proactive in an ever-changing health climate. As a result of risk stratification, your GP may be able to offer you additional services.

Individual Risk Management at a GP practice level however is deemed to be part of your individual healthcare and is covered by our legal powers above.

What is a medical exemption certificate?

Patients with certain medical conditions can get free NHS prescriptions if they hold a valid medical exemption certificate. Details of these conditions can be found at www.nhs.uk

To claim for medical exemption please ask at your pharmacy for an application form.

Follow this link for NHS Choices – help with prescriptions costs

What is Electronic Prescribing?

The Electronic Prescription Service (EPS) gives you the chance to change how your GP sends your prescription to the pharmacy you choose to get your medicines from. You will not have to visit the surgery to pick up your paper prescription. Instead, it will be sent electronically to the pharmacy you choose. You will be able to choose any pharmacy close to where you live or work, reducing waiting times for your repeat prescription. Please ask your pharmacist or collect an application form from the surgery.

Will my doctor sign my passport?

Our GP’s now do not sign passport photos.