How to Guides

Register at the Practice

If you would like to join the practice you should ideally bring proof of address (Utility Bill etc) and your NHS (National Health Service) number with you when you come to register.

You will then be given a registration form and Patient Questionnaire to complete. After this is returned to the practice you will be given an appointment to see the Health Care Assistant or Practice Nurse for a New Patient Health Check, this would complete the registration process.

As a patient, you have the right to express preference as to which GP you wish to see. However, if you require an appointment and your preferred GP is not available, you will be offered an appointment with another doctor. If you still wish to see your preferred GP you may have to wait longer.

Registration form: Download

Order a Repeat Prescription

You can order prescription online via our Online Services:

Online Services

Alternatively to order a repeat prescription, please visit the practice and hand your repeat prescription request in at reception. It will be at least 48 hours before you are able to collect your prescription.

How to fill in your slip: Please tick the item/s you require on the right hand side of your repeat medication slip. Please try at all times to use this slip as it is much easier to process and reduces the risk of errors. If you cannot find this slip, the right-hand side of your prescription can be requested from a member of our Reception team, so you may then complete your request in the normal manner.

Patients on regular medication should see a doctor/nurse at least once every 6 months.

Please note: We do not take prescription requests over the phone.

Make an Appointment

You can book appointment online by clicking on the link provided.

Online Services

if you do not have a username and password please contact the practice.

Alternatively please ring the surgery to book an appointment.

The receptionists may ask the nature of your condition in order to assess the degree of urgency and help you to obtain the earliest appointment. All information given is treated with total confidentiality.

Urgent cases are seen on the day.

If your condition is non-urgent, you can expect to see a GP within two working days. You may have to wait longer if you want to see particular GP or wish to book an appointment for a particular day or time slot. If you don’t need an appointment within two working days, you also have the option to book up to 8 weeks in advance if this is more convenient for you. Nurses based in our practice treat patients for a wide range of common conditions. You can expect to see a nurse within one working day.

Please say immediately if your call is an emergency.

Let us know if more than one person in the family needs to be seen. (We can give you a longer appointment if necessary.)

Tell us if you want someone to accompany you during an examination or a private room to discuss any matters. Remember that the results of tests can only be given to the patient.

You can book to have a telephone consultation with a doctor. He or she will ring you at an agreed time on the telephone number you have given.

If you need an interpreter, please inform us in advance so we can arrange a longer appointment and interpreting services if necessary.

Ring our main switchboard number to book an appointment.

How you can help us:

Be on time for your appointment.

Tell us if you need to cancel.

Call for a home visit or urgent appointment before 10:00.

We do not take requests for repeat prescriptions over the phone.

Ring for test results after 14:00.

Find out my Test Results

On average please allow 4 working days for test results to come back unless your doctor or nurse has advised otherwise. Items such as x-rays and cervical smear test results will take longer. For your test results, please contact the practice after 14:00.

Request a Sick Form

For the first 7 days that you are unable to work through sickness you can complete a self-certification form. This form can be obtained from your employer. The practice does not issue self-certification forms.

If you are in hospital, they will provide you with a sick note. They should also include any period necessary after you leave hospital. If necessary, this can be extended by your GP when you return home.

After the first 7 days, you will need a sick note from your GP. If necessary, this can be backdated to ensure continuity of sickness absence so an immediate appointment is not necessary.

When you know the date you are returning to work, we can often give you a ‘starting back’ note (also known as a ‘fit’ note or ‘return to work’ note) on request.
If you want to see your doctor solely to extend a sick note, please check with the receptionist whether an appointment is necessary.

Private Sick Notes

If you want a note to confirm sickness within the first 7 days of absence this will require a private note for which a fee is due.

self-certification form : Download

Request a Home Visit

Patients are requested, where possible, to telephone before 10:00 if a home visit is required that day. We would request that, apart from the genuinely housebound, all other patients attend the practice rather than request a home visit because of the extra time home visiting takes.

On average four to five patients can be seen in the practice in the time it takes to do a single house call. In addition, the care that can be offered due to the lack of adequate lighting, examination facilities and equipment means that you may not receive as good a service as the doctor may be able to offer if you came to the health centre.

Please note that the doctor may telephone you rather than visit you if this is medically appropriate. Ultimately it is the doctors right to decide whether or not a visit is appropriate for a particular set of circumstances.

Emergency Dental Treatment

A GP is not appropriately trained to deal with dental problems. This includes toothaches, abscesses and problems experienced after dental treatment. We cannot provide antibiotics as it is necessary to have a full assessment before prescribing such things.

We would therefore suggest patients register with and attend regularly a dentist who can provide appropriate routine and emergency advice. Dentists offer a 24 hour emergency service. Out of normal surgery hours, this service is only for urgent dental treatment that cannot wait until the next working day to be treated.

For emergency dental treatment outside normal working hours, registered patients should contact their dental surgery. Most surgeries have an answering machine message referring you to out-of-hours information.

If there is no message please ring NHS 111.

Comments & Complaints

Malling Health aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. In the first instance please contact either the practice manager or assistant practice manager or speak to whomever you feel most comfortable – you’re GP, our reception staff will be happy to help.

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised and If the complaint is not resolved at practice level, then the matter can be forwarded onto NHS England for them to look into and deal with: http://www.england.nhs.uk/contact-us/complaint.

Patient Confidentiality

The practice is registered under the Data Protection Act. All employed staff have access to patients’ records and their contracts of employment make them subject to observance of confidentiality at all times.

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