Welcome to Roborough Surgery
With patients' needs at the heart of everything we do, our website has been designed to make it easy for you to gain instant access to the information you need. As well as specific practice details such as opening hours and how to register, you’ll find a wealth of useful pages covering a wide range of health issues along with links to other relevant medical organisations. Roborough Surgery is a Training practice for both undergraduate and post-graduate medical Training We work in conjunction with the University of Plymouth and NHS England to train future doctors and GPs.
PRACTICE DEVELOPMENT AFTERNOON
The surgery will be closed from 13:00pm on Tuesday 6th March and will re-open at 08:00am on Wednesday 7th March.If you need to contact a GP during this period please call 111.
Please be aware that we are no longer using The Waiting Room for our online services so if you have saved this to your favourites you will need to delete it.
You can access our new online services via the following link: Systmonline or from the Prescriptions/Appointments tab above.
To apply for online access you will need to download and complete the Online Access Application Form an pass it into the surgery with your i.d.
If you are a patient who would like help on how to use SystmOnline, click here.
The SystmOnline app is available for Apple and Android devices. It can be downloaded free of charge from the relevant app store.
The app allows patients to manage any aspect of their healthcare all from one place. It offers much of the same functionality as the online service.
The app has extra functionality to the online service to promote patient responsibility for their care.
Is a new online counselling service for young people aged between 11 years and 19 years.
Information about us
XenZone is a provider of online mental health services for children, young people and adults. Kooth, from XenZone, is an online counselling and emotional well-being platform for children and young people, accessible through mobile, tablet and desktop and free at the point of use.
For more information about XenZone, please visit xenzone.com. If you’re a parent looking for more information about Kooth, please email firstname.lastname@example.org
Closure of Prescription Ordering by Telephone as of May 2017
From May 2017 we are no longer accepting repeat medication requests over the telephone. After a number of years of accepting repeat medication requests over the telephone, we regret that we can no longer do this for the reasons given below.
- Our new systems will be safer for patients.
- Some requests for medication over the phone are not clear and it can take considerable time and effort to clarify what is required.
- Written requests avoid potential confusion and medication errors.
- In addition to improving patient safety it will reduce the number of telephone calls to the practice which will improve telephone access.
We understand this may cause patients inconvenience and some concerns when this service is no longer available, but there are many ways that prescriptions can now be ordered that do not rely on telephoning the surgery.
You can request your repeat medication in the following ways:
- On the internet via our online services. If you are not already registered for this service you can download the registration form from the Prescriptions tab above.
- In Person - preferably using the tear off repeat prescription slip on the right side of your prescription by ticking the boxes next to the medication you require. This can be posted through the door or if the surgery is open it can be put in the prescription box in reception.
- By Post - You can post your request to the surgery and as long as you enclose a stamped addressed envelope we will post it back to you.
- Via your Pharmacy - Most pharmacies offer the service where patients can order their next supply of repeat medication in the pharmacy when they collect their current supply, saving them an unnecessary trip to the GP surgery.
Urgent & late requests which have increased dramatically have put considerable strain on the Practice staff and the service we provide our patients.
At least 48 hours’ notice (two full working days) is needed to have your prescription ready for collection. Many patients use this service so please help us by ordering as early as possible.
Please leave 72hrs when requesting collection from a chemist and 5 working days when the chemist needs to deliver.
Electronic Prescription Service
From 23rd June we will be sending prescriptions electronically to your nominated Pharmacy.
This means that you would not need to come to the practice to collect your prescriptions. We will be able to send them electronically to a Pharmacy close to where you live, work or shop.
What we need you to do is inform the surgery of your nominated pharmacy and speak to your nominated Pharmacy today.
New Clinical Records System – SystmOne
Roborough Surgery will be migrating to a new clinical computer software system called SystmOne, going live on Monday 3rd August 2017. This is a major piece of work for the Practice team and we would ask for your help, support and understanding over the coming months/weeks, which will include a different service leading up to and during the ‘Go-Live’ week. The practice has made the decision to change the GP clinical record system in the knowledge that it brings additional benefits to you (our patients) and the Practice in equal measure.
SystmOne is currently used in GP Practice, Children’s Health services, Community services, Prisons, Hospitals, Urgent Care, Out of Hours services, Palliative care services and many more. Critically, SystmOne has an important function of record sharing, meaning that if you happen to use any of the above services, they may be able to access your medical records (based on patient consent). This will allow us to share your records (if you agree), which is likely to be in your best interest. Most importantly, the GP will be able to see up to date information from those health care providers who also use (or have access to) SystmOne.
Some of the advantages of the new system:
- Greater patient confidence in a joined up system.
- Greatly enhanced functionality for the General Practitioner, Clinical & administrative team.
- Improved integrated working with other healthcare agencies, reducing duplication and improving patient safety.
- A significant reduction in paper copy medical notes.
The migration process (from discussion to delivery) takes many months to complete.
We need your help and understanding
From 26th July - 3rd August we have been advised to minimise additional services so that we can reduce the amount of manual data that needs to be installed after the go-live date. In addition and despite training and preparation, there will be a few weeks after installation, where we will all be moving at a slightly slower pace to ensure we continue to offer a safe service. During this time, we would ask that you work with our staff as they use and deliver a better medical computer system with greater functionality.
Choosing the Appropriate Medical Service
If you are suffering with a serious medical problem or have sustained a serious injury, you may need to visit your nearest hospital emergency department.
Please think about whether your problem could be better treated using one of the other options within this section before you attend the emergency department. You may experience a long wait at the department as patients will be prioritised on the seriousness of their condition.
Please note that arriving by ambulance does not mean you will be seen any quicker - patients arriving by ambulance are prioritised alongside all other patients
In this section you will find information and advice about keeping healthy and well and what to do when you're not.
If you are feeling unwell of have suffered an injury, please take a look at the health services available to help you find the right one.
Visiting the UK? You may be chargeable for NHS treatment
Whilst you can register with the GP practice as an NHS patient and see the GP without charge, you should be aware that not every person is entitled to their NHS care free of charge in England.
Generally, NHS care is free of charge for those:
- Ordinarily resident in the UK
- Insured by an EEA member state, eg with a valid EHIC or S1 form
- Covered under the immigration Health Charge ("Surcharge")
- exempt in law - eg refugees or victims of slavery
Some services are always free to all people, eg the diagnosis and treatment of most infectious diseases
Ordinarily resident means, broadly speaking, living in the UK on a lawful and property settled basis for the time being. You will be asked to provide this.
If you are a citizen of the European Economic Area (EAA) or Switzerland, you can become ordinarily resident when you move to England, as long as you meet the criteria above.
If you are a non-EAA national subject to immigration control, you can only be considered ordinarily resident if you have been given the immigration status of 'indefinite leave to remain' (the right to live here on a permanent basis).
However, if you are a family member of an EAA national who is resident in the UK, you may not be subject to immigration control, even though you yourself are from outside the EEA.
For more information about applying to join family living permanently in the UK, visit www.gov.uk
If you are not ordinarily resident in the UK then you are classed as an overseas visitor and will have to pay for most treatment outside the GP practice unless exempt.
What we may do with the information about chargeable status
You may provide information about your chargeable statues at various points within the NHS, including registering with this GP practice. This information is stored on the NHS database, and shared with trained administrators, so that your chargeable status can be confirmed as soon as possible.
We may need to check your immigration status with the Home Office. We may need to share EHIC, Provisional Replacement Certificates and S1 form details with the Department for Work and Pensions and your home country (EEA only). We may also need to share some information more widely to prevent crime, including fraud.
Further sources of information or advice
- 'Visting or moving to England'
- 'Your health and care records'
- 'Help with health costs'
- 'Paying NHS charges'
- 'Guidance on overseas visitors'
Patient Advice and Liaison Services (PALS) at your local hospital
- Your local Citizens Advice Bureau
Which overseas visitors are exempt?
Refugees, asylum seekers and some categories of failed asylum seekers
- Victims of modern slavery
- Children looked after by the local authority
- People covered under reciprocal healthcare agreements with the UK
- Armed forces members and some crown servants
For a full list, see 'visiting or moving to England' on www.nhs.uk
From EEA and visiting, studying or retiring to the UK?
Please provide details on the GP registration form of your valid, non-UK European Health Insurance Card (for visitors and students) or provide your 'S1' form (for pensioners, some workers). This will ensure that your home country funds the healthcare that may be necessary during your stay, so that you will not be asked to pay. If you are a visitor/student needing planned care, you will need an 'S2' form from your home country.
From outside EAA and here to reside in or visit the UK?
If you have been granted leave to enter or remain in the UK for a temporary period of more than six months, and have paid (or have been exempted from paying) the Immigration Health Charge (also known as the 'Surcharge'), or you believe that another exemption from charge category applies to you, please indicate this on the GP registration form. Please take documents with you to any hospital appointment to confirm your identity and any exemption you may have.
www.nhs.uk - 'categories of exemption'
The rules can be complicated and this is only a brief summary, so please visit www.nhs.net for further information or ask for help and advice from your local hospital overseas visitor team before seeking treatment at a hospital, if possible.
Charges for some NHS services
Bear in mind that even if you are ordinarily resident here or are generally exempt from charge for your NHS care, some NHS services are not free, eg prescriptions and dentistry. You may also be exempt from these charges, under separate criteria www.nhs.uk - 'Help with health costs'
What NHS services can i receive for free?
Even if you are generally chargeable, you can still receive the following services free:
- Seeing your GP or practice nurse for any reason
- Being tested for most suspected infectious diseases and treated for them of the test is positive
- Family planning services (contraception)
- Treatment for sexually transmitted infection
- Treatment given at an Accident and Emergency unit (but not once admitted to hospital)
- Treatment of a condition caused by FGM, torture, sexual or domestic violence (unless you have come to the UK to see this care)
Paying for treatment
For other services, unless excmpt, you will be expected to pay in advance for treatment, unless this would delay treatment needed urgently or immediately, in which case you will expected to pay afterwards.
What if I need to go to hospital?
If your GP refers you to hospital for further treatment then you should expect to provide documents that demonstrate your are an ordinarily resident, or exempt from charge, otherwise you will have to pay. In an emergency, you should call an ambulance or go directly go to your nearest A&E department where you will receive immediate treatment to stabilize your condition. However, unless exempt, charges will apply if you are admitted to hospital.
Unless exempt, you will have to pay for any treatment related to your pregnancy but treatment will not be withheld or delayed because of payment. Ensure you speak to your midwife about your care.
If you need immigration permission to be in the UK and fail to pay an outsanding amount due to the NHS, then your non-medical details and details of the debt, may be shared with the Home Office, who may decline any further visa applications until the amount is paid.
Source NHS England - June 2017
Named Accountable GP
From 30th June 2015 all practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.
Accessible Information Standard
The Accessible Information Standard tells organisations how they should make sure that disabled patients receive information in formats that they can understand and receive appropriate support to help them to communicate.
For further information go to patients accessible information
The surgery is reviewing the processes we have in place in accordance with the AIS and there is a card in place which you can bring to the surgery to allow us to record your preferred method of communication.
Accessible Information Leaflet and Card
If you require any information in other formats please let us know.
Sepsis is a common and potentially life-threatening condition triggered by an infection.
In sepsis, the body’s immune system goes into overdrive, setting off a series of reactions including widespread inflammation, swelling and blood clotting. This can lead to a significant decrease in blood pressure, which can mean the blood supply to vital organs such as the brain, heart and kidneys is reduced.
If not treated quickly, sepsis can eventually lead to multiple organ failure and death.
Each year in the UK, it is estimated that more than 100,000 people are admitted to hospital with sepsis and around 37,000 people will die as a result of the condition.
For more information go to NHS CHOICES for information on symptoms and treatment.
Spotting Sepsis in Children - Leaflet
Friends and Family Test
The NHS wants to ensure that you have the best possible experience of care. The Friends and Family Test is a way of gathering your feedback about this experience and helping to drive improvement in all NHS services
For a short guide to the Friends and Family Test follow the link: FriendsAndFamilyShortGuide
To access this survey you can either select the friends and family survey under the "Have your Say" section on the website.
If we have your mobile phone number we will send you an SMS text message or alternatively you can pick up a questionnaire from the reception desk.
Click on this link to view the results of the Friends and Family test for February 2015
GP Registrar training
The practice has been accredited as a GP Training Practice. This means the practice will have attached to it a qualified Doctor training to specialise in General Practice and each doctor will remain with us for a period usually between 6-18 months.You may therefore be offered an appointment with the GP Registrar. By the time you see a GP registrar they will have spent at least 5 years at medical school to qualify as a doctor. Then they will have done 2 years working in hospitals (previously known as “house jobs”). They will then start a 3 year training programme to become a GP, during which they will spend 18 months in a training practice. So by the time you see this doctor they may well have been working as a doctor for 4 years.
As part of their training the GP registrars need to video record some of their consultations as part of their assessment. You may be asked by the receptionists if you would be happy to take part in this if you have an appointment with the GP registrar. At any time you are able to say "no" to being video taped and this will not prejudice the way your consultation is viewed or handled in any way. At the end of your consultation, if you don't wish the tape to be used, you can state this and the tape will be erased. However please note that all videos are kept confidential and are destroyed when no longer required.
At any time if you do not wish to be seen by a GP registrar at your consultation please feel free to bring this to the attention of the receptionist or GP. At no time will this decision prejudice your care with us.
Get Well, Keep Well
Of course we’re not just here for when you are unwell. Our team of healthcare professionals and back-up staff offer a number of clinics and services to promote good health and wellbeing whatever your medical condition.
We hope you enjoy having a look around the site and familiarising yourself with some of the online features such as ordering a repeat prescription. Whatever your thoughts, be sure to let us know via our feedback function. Comments and suggestions are always a great way of helping us continue to enhance the way we look after you.
Although we welcome all your comments and suggestions please DO NOT use the feedback form for any complaints, requests or problems you may require an immediate response to or to try and book or cancel appointments as the feedback forms are sent to a generic inbox that is not constantly monitored.
Disclaimer all images on this website are courtesy of MySurgeryWebsite unless otherwise stated. If the images are from other sources this will be stated under the image.
(Site updated 16/03/2018)