Self Help Guide

10 most frequently asked questions.

  1. Join the Practice?...
  2. Get Repeat Prescription?...
  3. Get a home visit?...
  4. Obtain a Medical Certificate?...
  5. Get a form completed?...
  6. Get test results?...
  7. Make a complaint?...

  • Join the Practice?...

    Registration

    You can register in person at the surgery at any time during the surgery opening hours.

    New Patients

    After the registration process is completed all newly registered patients over the age of 5 are invited to attend a health check at the surgery. This gives the patient the opportunity to meet their doctor and provides the doctor with an overview of your medical history whilst the surgery awaits your notes to be forwarded from your last surgery. The registration process takes a couples days after which the patient will need to phone the surgery to book a New Patient Check.

    Accountable Named GP

    It is a requirement that we provide all patients with a named and accountable GP.

    Patients can contact us to find out who is their specific GP or request a specific GP.

    There is no condition within the requirement for patients to see the named GP when they book an appointment.  Patients are entitled to choose to see any GP or Nurse at Pembroke House Surgery, in line with current arrangements.

  • Get Repeat Prescription?...

    There are a number of ways in which you can request a repeat prescription, these are listed below for your information:

    Online - via Patient Access (see below for details how to sign up)

    By Telephone - call our prescriptions line between 11am - 3pm 01803 546461

    In person - Please tick the items that you require and drop your request at reception or in our prescription box in reception.

    By email - enquiries.pembrokehouse@nhs.net

    By post at - Pembroke House surgery. 266-268 Torquay Road, Preston, Paignton, Devon TQ3 2EZ (Please include a SAE if you wish the prescription to be posted to you)

    By Fax - Our FAX number is 01803 546455

    Please allow a minimum of 24 hours notice for all routine prescription requests and 48 hours for non-routine prescription request. All prescription requests received after 1.00pm on Fridays or over the weekend will be ready for collection the following Monday after 3.00pm.

    To avoid any delays, when requesting a prescription it is important to clearly indicate which item(s) you need. If you are not using the right hand side of your repeat prescription slip please ensure that you clearly write your name address and DOB on a piece of paper and clearly list which medication you are requesting. If you are submitting an early request please state the reason in order to avoid the possibility of your request not being processed.

    Download and view the Electronic Prescription Service (EPS)

     

    Patient Access

    Online services are available to patients of Pembroke House Surgery using a secure application called Patient Access. Once registered, patients are able to book and cancel GP telephone appointments, request repeat prescriptions, update contact details and view their medical records.

    In order to use this service, please come to reception and bring a photocopy proof of ID e.g. passport, driving licence.

    You will be given a letter, please use the registration details provided in the letter to complete your Patient Access registration via the link below:

    Patient Access Registration https://patient.emisaccess.co.uk/register

    • Patients must keep their Patient Access login details secure and must not share them with anyone else
    • If you think someone knows your login details or password, please inform the Surgery who will cancel and re-issue your login details
    • Pembroke House Surgery reserves the right to refuse or cancel Patient Access registration if it believes the service may be misused or the registration details are not held securely
    • Further information is available from the Patient Access website https://patient.emisaccess.co.uk

    Once you have registered all you need to do is sign in!

    To sign in please follow this link https://patient.emisaccess.co.uk/account/login?ReturnUrl=%2F 

     

    Prescription Collection Services

    Most Chemists now offer a prescription collection service. You request your prescription in the usual way from the Surgery and the chemist will collect it on your behalf. Your prescription will be be dispensed by the chemist ready for your collection. This saves you time as you no longer need to collect your prescription from the surgery and wait at the chemist whilst your medication is being dispensed.

    Please allow at least 3 working days from when you leave your request at the surgery before collecting your medication from the chemist. If you would like to take advantage of this service, please enquire at your local chemist and then notify us in writing stating which chemist will be collecting your prescription from the surgery in future.

  • Get a home visit?...

    A doctor will visit you at home if you are too ill to get to the surgery.

    To request a Home Visit please contact the surgery on (01803) 546450 before 10.00am on the day the visit is required (unless an emergency) and indicate to the reception staff the nature of your problem so that urgent cases may be given priority.

    In an Emergency Please call 01803 546450

  • Obtain a Medical Certificate?...

    For the first seven days of absence from work a self certification form should be completed. Self Certification forms are available at the reception desk.

    If a further certificate is required after the first seven days you will need to make an appointment to see a doctor. After which further certificates can be arranged by booking a telephone consultation with a doctor or if appropriate via the reception.

    Please allow 24 hours notice for your certificate.

  • Get a form completed?...

    Either drop the form in at Reception or send it in through the post if you are unable to get to the practice.

    Please allow up to 40 days for forms to be completed (it may be a good idea to give us a call before coming to collect the form to ensure it has been completed, and that you aren't going to have a wasted journey).

    Certain fees are payable in respect of the Doctors work. These are in line with charges levied by other practices within the Bay and are often below those suggested by the British Medical Association.

    Some of the more frequently requested items are listed below. If required, a more comprehensive list is available from Reception.

    • Travel Information Pack
    • Private Sick Note 
    • Vaccination Certificate
    • Seat Belt Exemption without / with full medical
    • Private Medical Consultation
    • Elderly Driver Fitness Certificate with medical

  • Get test results?...

    When phoning for test results please telephone between 1.30pm - 5pm when the receptionist will be happy to give out any results.

    You should be prepared to identify yourself for confidentiality purposes.

    For routine blood tests and urine results please allow 4 to 5 working days before making enquiries.

    X-Rays, other tests and letters from the hospital will take 10 to 14 days.

  • Make a complaint?...

    As a progressive surgery we are always happy to hear from patients, as we are always keen to hear positive feedback.

    We would also like to hear from you if you experience any difficulties with the service we offer, or have any suggestions as to how those services may be improved.

    Any comments or complaints should be addressed to our Operations Manager.


    OPERATIONS MANAGER
    Mrs Trudie Blackburn

    PEMBROKE HOUSE SURGRY
    266 Torquay Road
    Preston
    Paignton
    TQ3 2EZ

    Complaints Comments Leaflet 2017.pdf