Frequently Asked Questions

Please telephone us an explain you need to see a Doctor urgently – The receptionist will ask you for a brief description of the problem and will offer you a sameday appointment to see a Doctor. If you call after 11am, the Receptionist will pass on the nature of your problem to the Doctor, who will either request you come to the surgery or they will telephone you to discuss the problem.

Requesting a repeat prescription is easy. Please sign up to GP online services and you’ll be able to use a website or app to order repeat prescriptions online. The service is free and available to everyone who is registered with a GP.

Alternatively please visit out our  General and Admin Enquiries page and click Request Repeat Prescription button for a step by step guide.

You can book an appointment by using Online Services – please do not email or fax an appointment request. If you are unable to book online then call us on 0121 476 2441 for Griffins Brook or 0121 4751050 for Bunbury Road

Appointments can be booked 24 hours a day 7 days a week online or during surgery hours by telephone. To register for online appointments please email info.griffinsbrookmc@nhs.net or ask at reception.

If you have been referred for a Choose and Book Appointment recently, you will need to book your own hospital appointment. You will have been sent the paperwork to do this within 2 weeks. Please contact the appointment centre details on section 2 on the enclosed paperwork and give details of both your reference number and password. You should then be able to arrange an appointment at your convenience at your chosen hospital.

Should you contact the e-referral service and there are no appointments available to book at your selected hospital, you will be put on that hospital waiting list for an appointment to be sent to you. It is the hospital’s responsibility to ensure you receive an appointment. Please be assured that you are on the hospital waiting list and will be sent an appointment in due course.

If you have not heard from the hospital with an appointment, please contact the hospital directly quoting your reference number and password. Please see the direct telephone numbers for the hospitals as below as they manage their own waiting lists.

  • Birmingham Eye Hospital 0121 507 6712
  • Birmingham Treatment Centre – 0121 507 4151
  • Birmingham Women’s Hospital – 0121 627 2786
  • Children’s Hospital  – 0121 333 9700
  • Solihull/Heartlands – 0121 424 1234
  • Royal Orthopaedic Hospital – 0121 685 4186
  • Queen Elizabeth Hospital – 0121 371 7066

To track your e-Referral you will need the following details to log into the e-Referral website:

  • Your date of birth
  • Reference number – this will be on the first page of your letter
  • Password – this will be on the last page of your letter
DayBunbury Road SurgeryGriffins Brook Lane
Monday08:30 to 19.3008:30 to 12:30
14:00 to 18:00
Tuesday08:30 to 18.3008:30 to 12:30
14:00 to 18:00
Wednesday08:30 to 18:3008:30 to 12:30
Closed
Thursday08:30 to 12.3008:30 to 12:30
14:00 to 18:00
Friday08:30 to 18.3008:30 to 12:30
14:00 to 18:00
SaturdayClosed09:00 to 11:30
SundayClosedClosed

BG HEALTH VISITING GUIDELINES AT A GLANCE
Please note that a request for home visit to provide medical care must to be made before 11.30am.

  • Requests after 11.30am will be passed to GPs for triage but if the visit is appropriate it will not be carried out the same day. 
  • The receptionist will need details of symptoms and a contact telephone number.
  • Home visits will take place at the end of at the end of morning surgery between 12:00pm & 3:00pm.
  • Home visits are only available for patients who are housebound because of illness or disability.

Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre.

CLARIFICATION AND EXAMPLES OF VISITING GUIDELINES IN ACTION
1. Situation where GP home visiting makes clinical sense and provides the best way to give a medical opinion:
a. The terminally ill
b. The truly bedbound patient in whom travel to premises by car would cause a deterioration in medical condition or unacceptable discomfort
2. Situations where visiting is not usually required
a. Common symptoms of childhood, fevers, cold, cough, earache, headache, diarrhoea/vomiting and most cases of abdominal pain. These patients are almost always well enough to travel by car. The old wives tale that it is unwise to take a child out with a fever is blatantly untrue. It may well be that these children are not indeed fit to travel by bus, or walk, but car transport is sensible and always available from friends, relatives or taxi firms. It is not a doctors’ job to arrange such transport.
b. Adults with common problems of cough, sore throat, “flu”, back pain, abdominal pain are also readily transportable by car to a doctors premises.
c. Common problems in the elderly, such as poor mobility, joint pain, general malaise would also be best treated by consultation at a doctors premises. The exception to this would be in the truly bed bound patient.

NHS Services

In addition to GP consultations the Practice offers a comprehensive range of healthcare services and specialist clinics:

Adult Immunisations – are your vaccinations up to date? If not, make an appointment to see one of our Practice Nurses to have your routine vaccinations. Adult Vaccines available on the NHS
Ante-natal Care – the Doctors work closely with the midwives to deliver your ante-natal care. Please arrange an appointment with your Doctor if you are pregnant.
Child Health Surveillance 6 – 8 week developmental review -Appointments for consultations will be sent from the practice. These are undertaken by the GP.
Childhood immunisations – Appointments for your child’s immunisations will be sent to you direct from the child health team. It is important that you attend for these appointments as the vaccinations need to be given at specific times in your child’s development (8, 12, and 16 weeks). If you are unable to attend please let us know so that we can re-arrange in a timely fashion. Childrens Vaccination Schedule
Contraception and Sexual Health – a full range of contraceptive services are available – this includes fitting coils as well as hormonal methods e.g. the pill, injections and implants. These services are also available to residents who are not registered with the Practice.
Chronic Disease Reviews – We have changed the way we invite our patients with chronic diseases, so that hopefully it will make it easier to know when you will be invited and reduce the number of times we ask you to attend. By chronic disease, we mean Diabetes, Asthma, COPD, Stroke monitoring and Heart Disease. Instead of asking you to see the nurse about separate conditions, we will invite you to attend for a nurse appointment each year in the month of your birth for a review of any of these conditions. So, if you suffer from 2 of these conditions, the nurse will review both conditions at the same appointment. You are welcome to book appointments if you have any concerns at any other time and the nurse will arrange any follow up you may need before your next routine review. We hope this will make your review appointment procedure simpler and more effective.
Holiday/ Routine Vaccinations – are your tetanus and polio vaccinations up to date? If not, make an appointment to see the Nurse to have a booster dose. Holiday vaccinations are just as important- ask for details at reception
Health Promotion – the Practice firmly believes that good health can be maintained by adopting a healthy lifestyle. Advice and encouragement are available for all our patient
Minor Surgery – these clinics are held on some Fridays by appointment. In these clinics minor lumps and bumps, skin tags, verrucas and warts may be removed. Please see your Doctor for further details.
Smoking Cessation – we have a comprehensive programme of help if you want to stop smoking. This involves initial support to set a quit date, prescription of medication to help you to stop smoking and follow up advice to help you keep well when not smoking. Please book an appointment with Health care Assistant Pam Bishop if you want help to quit.
Travel Vaccinations – if you require any vaccinations relating to foreign travel you need to make an appointment with one of our Practice Nurses at least two months before your planned travel. This allows time to plan and complete a course of any necessary injections and sign post you to other specialist clinics. Travel Questionnaire

Non-NHS Services

he National Health Service provides most health care to most people free of charge, but there are exceptions such as prescription charges. The NHS does not employ GPs but has a contract with them to provide NHS general medical services for their patients. Sometimes, however, GPs are asked to provides additional services, which fall outside their contract with the NHS, and in these circumstances, they are entitled to make a reasonable charge for providing them. It is up to the individual practice to decide how much to charge, although the BMA produces lists of suggested fees for the Doctors to use as a guideline.

When a doctor signs a certificate or completes a report, the doctor needs to check the patient’s entire medical record to ensure that they are providing accurate information. GPs will not be able to complete forms overnight, so please ensure that you give them reasonable notice. Not all documents need a signature by a doctor. For example, you could ask another person in a position of trust, who may be willing to sign a passport application free of charge. (Teacher, Accountant, etc).

If you have several forms requiring completion, present them all at once and ask the receptionist if bringing them as a ‘job lot’ can reduce the price. You can also complete the form to the best of your ability in pencil, so the doctor just has to quickly verify your entries against the information held by the practice.

What is covered by the NHS and what is not?

Examples of non-NHS services for which GPs can charge their NHS patients are:

  • Signing passport application forms
  • Certain travel vaccinations
  • Private medical insurance reports
  • Holiday cancellation claim forms
  • Referral for private care forms
  • Letters requested by, or on behalf of, the patient

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.

We aim to complete all reports within 2 weeks from the date of receipt. If the report does not form part of the NHS services a charge may apply. Where possible, we base our fees in line with the British Medical Associate (BMA) Guidance.

IMPORTANT: Contact reception about any requests you may have. Do not book an appointment with the Doctor to discuss a medical report or letter.

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.  

IMPORTANT: Do not book an appointment with the Doctor to discuss a medical report or letter.

Fees for Non NHS Work

Services 

Price

Life Insurance Report (patient not examined)

£108

HGV Medical (with standard examination; additional charges for extra blood tests, ecg’s etc) 

£104 

Straightforward Certificates of Fact

£20 (Inc VAT@£3.33

Miscellaneous letters

£40 (Inc VAT@£6.67)

Adoption Medical

£84.33

Report on pro forma

£94.15

Passport form / Driving Licence photo countersignature

For passport countersigns we need to have known the patient signing for the form for at least 2 years

£40

Copy of records – Computerised only
In accordance with our Subject Access Records policy, we offer free access to medical records via online, which means you are always kept up to date with your medical records after your access is activated.

£0.00

Additional Copy of records – Computerised only

Additional Copy of Records included extracts from paper records

£10

£50

Flu vaccine for patients not in an at risk group and between ages 18-65

£10

Earlier in the year NHS England and NHS Clinical Commissioners also published guidance on ‘Items which should not be routinely prescribed in primary care’ and subsequently the Birmingham and Solihull CCG policy was produced. Medicines included in the policy are:

  • Co-proxamol
  • Dosulepin
  • Glucosamine and chondroitin
  • Herbal treatments
  • Homeopathy
  • Immediate release fentanyl
  • Lidocaine plasters
  • Liothyronine
  • Lutein and antioxidants
  • Once daily Tadalafil
  • Omega-3 fatty acid compounds
  • Perindopril arginine
  • Prolonged release doxazosin
  • Rubifacients (excluding topical NSAIDs)
  • Targinact – Oxycodone and naloxone combination
  • Tramacet – paracetamol and tramadol combination
  • Trimipramine
  • Vaccines administered exclusively for the purposes of travel (see list in policy)

NHS England Guidance: https://nhs.us5.list-manage.com/track/click?u=fc496e37a02fff5979483df7e&id=14722203be&e=261acd4ccf

Birmingham and Solihull CCG policy: https://nhs.us5.list-manage.com/track/click?u=fc496e37a02fff5979483df7e&id=50f4e99283&e=261acd4ccf

Chaperone Policy
It is the policy of this practice to respect the privacy, dignity, religious and cultural beliefs of our patients.

If you feel you would like a chaperone to be present during a physical examination by a doctor or any other health professional you may be consulting at the surgery (or if you prefer to be examined by a doctor or health professional of the same sex as yourself) please let us know and we will do our best to comply with your wishes.

Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

GP net earnings 2016-17

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

The average pay for GPs working at BG Health in the last financial year was £72,441 before tax and national insurance. This is for 2 Full Time GPs and 3 part time GPs who worked at the practice for more than 6 months.

BG Health takes the protection of our patient’s data and privacy very seriously. we have gone to great lengths to ensure we are fully compliant with GDPR legislation.

Is your feedback positive or negative?

Positive Feedback: We really work hard to provide you best healthcare services and we are human too. If you are happy with our services then we do tell us and tell others too.

Negative Feedback: If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate practice complaints procedure as part of a 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, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a 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. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Complaints can be made either orally by email to danielhill@nhs.net or in writing to Daniel Hill, or to any of the doctors.

What we shall do

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 28 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall 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;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem doesn’t happen again.

We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale.
All oral complaints will be recorded by the Practice and we will respond to them within 48 hours.

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.

We hope that if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our Practice.

Alternatively, if you prefer, you can raise the matter with NHS England.

Tel – 0113 824 7241
Email – england.complaints-westmidlands@nhs.net

If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:

The Parliamentary and Health Services Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Or email
Phso.enquiries@ombudsman.org.uk
Or phone: 0345 015 4033
Website: www.ombudsman.org.uk

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Updated on 05 June 2019

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