Our ethos is based upon 4 fundamental principles and all members of our team were involved in developing it:
- To provide the highest quality of care to all our patients regardless of their background.
- To treat every patient holistically- this means looking at social, psychological and physical reasons when trying to deal with their problems.
- To continuously strive to improve the quality of care we provide as a team by being a “learning organisation”. This means learning from both good and bad aspects of our practice and to identify learning needs based upon this.
- To be involved in the teaching and training of other health professionals such as medical students, Doctors, Nurses, Counsellors and physios.
Find out more about:
- Opening Times
- Repeat Prescriptions
- Test Results
- Sick Notes
- Comments & Complaints
- How to Register as a New Patient
- Making Appointments
- Accidents & Emergencies, Out of Hours
- Telephone Consultations
- Practice Policies
Our Clinical Team
Our clinical team are multidisciplinary – this means we have a range of highly skilled and qualified clinicians working together with our GPs to deliver high quality support for you, our patients and carers.
When you have a face-to-face or telephone appointment, this may be with one of these clinicians. If you have an urgent problem that needs to be seen on the same day, we will aim to offer you a same-day appointment with an appropriate
clinician, please be prepared to advise our admin team about your issue to help us in helping you, thank you.
Find out what each of our clinicians are trained to do for you or see the poster:
- Minor Illnesses
- Medication Reviews
- Long-Term Condition Support
- Prescribing Medication
- Assessment & Management
- Minor Illnesses
- Long-Term Condition Support
- Home Visits
- Smear Tests
- Childhood Immunisation
- Travel Vaccinations
- Taking Blood
- BP Checks
- Health Checks
- Foot Checks, ECG & Spirometry
- Medical Assessment & Management
- Long-Term Condition Support
- Home Visits
- Medical Assessment & Management
- Long-Term Condition Support
- Home Visits
Access is straight through the front door on a level surface.
All internal doors are suitable for wheelchair users.
Building has WHEELCHAIR ACCESS throughout and is based on the ground floor only.
DOOR BUTTONS at waist high.
DOOR Handles at waist height.
PARKING for Blue Badge holders nearby.
TOILET with access for disabled people.
Please help us to help you and our other patients. Our doctors are able to see several patients in the surgery in the time it takes to do a single home visit. For this reason, we ask our patients to come to the surgery where required, and we also offer video and telephone consultations where appropriate.
However, we can visit you at home if you are:
- terminally ill
- severely ill and cannot be mobilised
We want to see patients as quickly as possible, and the best way is often to encourage them to come to the surgery, because your GP will have access to all your medical records, including those held on computer. There are also better facilities for examining and treating patients at the surgery.
Babies and small children should be brought to the surgery where we will do our best to see them promptly. If our reception staff are made aware that your child is particularly unwell, they will do everything they can to ensure that you are not kept waiting unnecessarily to see the GP.
Transport/social problems –We cannot undertake home visits for reasons of convenience or lack of transport .We will be happy to provide you with details of local taxi firms. From experience we find that relatives, neighbours or friends are often willing to help out.
Our responsibility to you is to resolve the medical problem you have; your responsibility is to take all the reasonable steps you are able to, to enable us to do that.
Please request visits before 10am whenever possible as this allows the GP to plan their day accordingly. Late requests often lead to disruption of the appointment system and excessive waiting times for others.
A doctor/nurse will call you back on most occasions to assess your problem. This is to enable the GP to prioritise visits.
It may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse or indeed arrange a hospital attendance. It also prepares the GP to collect some information required as necessary for the visit.
The GP may ask you to come to the surgery, where you will be seen as soon as possible. We would like to stress that no patient in serious and definite need of a home visit will be refused.
In the past, GPs were able to routinely follow up home visits. Sadly, pressures of time and more patients needing attention means this is usually no longer possible.
Some problems such as severe chest pains or shortness of breath are medical emergencies and you will be advised to dial 999.
Information sharing with other services
We may need to share your medical information with other organisations involved in the delivery of your care e.g. Podiatry or District Nursing. We will not share identifiable information with anyone that isn’t involved in your care unless legally required to.
You would have been asked to opt in or out when you registered at one of our GP surgeries as follows: “Are you happy for us to Share Out your full medical records electronically with other services involved in your care and/or to view (Share In) medical records held by other services?”
If you wish to reconsider or do not consider that you have opted in or out, you may contact our practice reception to discuss further and appropriate action will be taken.
Find out more about Your Information and Data Processing.
Accessible Information Standard Policy
The Accessible Information Standard is a new law to make sure that people who have a disability, impairment or sensory loss are given information they can easily read or understand.
The Accessible Information Standard tells NHS and adult social care organisations they must make sure people get information in different formats such as:
- easy read
- British Sign Language (BSL)
- large print
- or email
If you or someone you care for has a disability or a communication requirement, please speak to the receptionist or clinicians so we can help provide you with the help and care you deserve from us. Charities including Action on hearing Loss, CHANGE, Sense and Royal National Institute of Blind People and RNIB will also be able to provide further support.
For more information, please visit the Accessible Information Standard section of the NHS England Website.
Statement of Purpose
Extract from our Care Quality Commission statement of purpose, outlining Our service aims and objectives.
We aim to:
- Provide high quality world-class accessible healthcare
- Innovate solutions responsive to patient needs
- Invest in staff through structured coaching, leadership and training
- Develop systems that provide the organisation with information on patient safety, patient experience, clinical effectiveness, service performance and financial performance
- Communicate Health Promotion and Disease Prevention
- Ensure effective and safe prescribing
- Identify risks and implementing strategies
- Make our services accessible and convenient for all patient groups
- Ensure services are appropriate and responsive to our patient needs
- Involve patients in delivering or designing services
- Commit to continued professional development and clinical governance
- Regularly progress audits in health promotion and disease prevention
Trowbridge Surgery has been awarded the prestigious Quality Practice Award in November 2013. QPA is a standards-based quality accreditation process that encourages and supports practices to deliver the very highest quality care to their patients.
Quality Practice Award recognises the commitment of the entire team, including the attached staff, in providing high quality care for patients within a learning and adaptive environment.
As an organisation we take great pride in training and developing all of our staff. We believe in nurturing our employees, supporting them to realize their potential and to be part of the success of the organisation.
We are passionate about inspiring managers and leaders who offer consistent approach, motivation and satisfaction to staff. Our Investors in People accreditation demonstrates our commitment to improvement in service delivery through development of all employees within our organisation.
Investors in People is a management framework for high performance through people, and is recognised across the world as a mark of excellence.
Care Quality Commission (CQC) is the independent regulator of health and social care in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and we encourage care services to improve.
CQC monitors, inspects and regulates services to make sure they meet fundamental standards of quality and safety and publish what they find to help people choose care.
Trowbridge Surgery was rated Good by CQC on 17 June 2016 – find out more about the award.
Trowbridge Surgery is accredited as a Teaching Practice by the School of General Practice (also known as the London Deanery). We train F2 Doctors along with final year and year 4 students.
We regularly have medical students either sitting in and observing a GP or seeing patients while being supervised by one of our GPs.
If you prefer not to have a medical student during your consultation then please speak to one of our reception staff members.
Forms and Letters
Private Health Insurance Claim forms, Insurance certificates for continued sickness, Travel Insurance Claim forms, Fitness to travel, Community Care application, etc
Please ask for advice from reception if you have a form that you think the doctor needs to fill in. You may be asked to leave it at reception and collect it at a later date. A charge will be made for forms that are not covered by the NHS (view our fees). Please do not ask a doctor to fill in a form or write a letter during surgery as this causes delays for other patients.
Letters regarding housing will not be written except at the formal request of the housing department or housing association. The doctors DO NOT sign passport forms or driving licence applications.
IMPORTANT: read our guidance on Letters and Reports before you book an appointment.
All of our practice staff are aware of the importance of confidentiality. We train staff on all aspects of confidentiality with respect to both manual and electronic health records. We keep all your health information confidential and secure in accordance with the Data Protection Act 1998, and have a legal responsibility to keep confidential all of the information held about you.
We respect your right to privacy. You have a right to access your medical records in accordance with the Access to Records Act 1990. Any request for a report or copies of notes requires a signed patient consent form and will incur a charge. Further information is available from reception.
Freedom of Information
We respect the public’s right to know how public services are organised and run. You can find our Publication Scheme on the Freedom of Information website.
If you would like a chaperone when you see the doctor or nurse, please feel free to bring someone with you, or ask at reception when making your appointment. If you attend an urgent appointment you will be asked to see whichever doctor is available.
If you require an interpreter either call or come into the surgery and we will be happy to arrange the service. The service covers a large range of languages, but you must inform us at least three days before your appointment.
Zero Tolerance Policy
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Patient Advice & Liaison Service (PALS)
For free confidential advice or information on health services in Hackney call 020 8510 7315. PALS: Homerton University Hospital in Hackney.
How You Can Help Us
- Be on time for your appointment.
- Let us know early if you need to cancel your appointment so we can offer the appointment to someone else.
Homerton Primary Urgent Care Centre
The walk-in Urgent Care Centre at Homerton University Hospital treats patients suffering from urgent but not life-threatening conditions. Open 24 hours a day, 7 days a week, including all bank holidays.
Homerton University Hospital NHS Foundation Trust
Telephone: 020 8510 5555
If you have a serious injury or illness that needs emergency treatment, go to your local Emergency Department or call 999.
NHS City and Hackney Clinical Commissioning Group
This practice is commissioned by NHS City and Hackney CCG.
NHS City and Hackney Clinical Comissioning Group
3rd floor, A Block
London N1 5LZ
Telephone: 020 7683 4659
Specialist Clinics and Services
We provide an additional range of services including:-
Clinics for Asthma, Diabetes, Hypertension, Cervical Screening, Childhood Immunizations, Maternity Services (Antenatal Care, Post Natal Care, Baby Checks, etc), Family Planning Services, Travel Advice and Immunizations, Adult immunizations, Stopping Smoking Clinic.
Named Accountable GP
We have allocated a Named Accountable GP for all of our registered patients. New patients joining us will be advised of their Accountable GP at the point of registration. If you do not know who your named GP is, please ask a member of our reception team.
What is a ‘Named Accountable GPs’ role?
A named accountable GP takes responsibility for the coordination and delivery of all appropriate patient services required (based on the clinical judgement of the named accountable GP). Additionally, if a third party requests your GPs information, this is the GP name that you would give.
Does the requirement mean 24 hour responsibility for patients?
No. The named GP will not:
- Be indirectly responsibility for the work of other doctors or health professionals.
- Have 24 hour responsibility for the patient or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week.
- Be the only GP or clinician who will provide care to that patient.
Do patients have to see the named GP when they book an appointment with the practice?
- No. Patients can and should feel free to choose to see any GP or nurse in the practice in line with current arrangements. However, some patients may prefer to see their named GP for continuity of care.
What does this mean for patients with complex healthcare needs?
- If you require a care plan, your named GP would be responsible for ensuring this is created with you and reviewed appropriately.
Can patients continue to see their preferred GP if different to their named GP?
- Yes, this does not have to change. Please continue to make appointments with your preferred GP.
Can patients change their named GP?
- Having a named GP different to your preferred GP will not restrict your care in any way. However, if you would like to request that your named GP be changed please put this in writing addressed to the Practice Manager.
Please speak to a member of our staff if you require further information.
Average GP earnings
From April 2015, all GP practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at the practice for over six months. Alongside the mean figure, practices are required to publish the number of Full-time, Part-time and regular Locum GPs at the practice.
The average pay for GPs working at Trowbridge Surgery in the financial year April 2014 – March 2015 was £41,705.14 before tax and National Insurance. Part-time and Locum GPs earned an amount proportionate to this depending on their contracted hours. This is for 1 Full-time GP, 2 Part-time GPs and 1 Locum GP who worked in the practice for six months or more during 2014/15.
The average pay for GPs working at Trowbridge Surgery in the financial year April 2015 – March 2016 was £41,705.14 before tax and National Insurance. Part-time and Locum GPs earned an amount proportionate to this depending on their contracted hours. This is for 1 Full-time GP, 2 Part-time GPs and 1 Locum GP who worked in the practice for six months or more during 2015/16.