Frequently Asked Questions

All of our GP appointments are accessed through our Clinical Support Team who will assess and arrange the most appropriate care plan for you.Please note, home visits are only for housebound patients or those who are too unwell to travel to surgery.

Yes, the Practice use the Word360 interpreting, language and translation services, who can also assist with hearing and/or sight impairment difficulties.

All patients registered at the Practice have been allocated a named GP, however all of our GPs will be able to help you when you call our Clinical Support Team to speak to one of our GPs.

 

 

If you need a GP appointment please call to speak with one of our clinical support team Monday – Friday between 8:30am – 10:30 am or 2:30pm -4:30pm where one of our team will be able to arrange the most appropriate route of care for you.

We offer a same day service for all GP appointments. The patient must be available to attend on the same morning or afternoon that you are calling, should the need arise for a face to face appointment for the doctor to assess your condition.

If you are not able to call during these times, please ask one of our reception team about our out of hours GP appointments.

Please note you may be asked some questions before being transferred to our clinical support to ensure that we are offering you the most appropriate service.

Please remember that Mondays are always extremely busy so if your issue is not urgent, please call later in the week.

Our routine nursing appointments are available to book online.

Please register for patient access services

If you have been referred for a Choose and Book Appointment (e-referral) recently, you will have been booked an appointment if there is one available. You will have been sent the paperwork to do this within 2 weeks. If however the appointment date and time are not convenient for you, you can change or cancel your appointment by following the instructions on page 2 of the paperwork enclosed.  Please note that you will need to quote your Booking reference number and Access code from page 1 of the paperwork.

If there are no appointments available to book at the time of referral you will be put on the 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.

E-Referral to Queen Elizabeth Hospital

Since the Covid Pandemic the majority of referrals to Queen Elizabeth Hospital are done via a service called advise and refer.  Your GP will write to a specialist consultant as for any other referral.  In some instances the Consultant will come back the GP with further advice to manage your condition in Primary Care, or they may ask for further tests.  If this is the case the GP will contact you to advise you of the next steps.

Or they may accept it as a referral and place you on a waiting list, if this is the case you will get a letter from the practice confirming this.  Please note that many of the waiting lists are currently very long with some specialities being over a year.

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

  • Birmingham Eye Hospital 0121 507 4440
  • Birmingham Treatment Centre – 0121 507 6180
  • Birmingham Women’s Hospital – 0121 472 1377
  • Children’s Hospital  – 0121 333 9999
  • Solihull/Heartlands – 0121 424 2000
  • Royal Orthopaedic Hospital – 0121 685 4000
  • Queen Elizabeth Hospital – 0121 371 7070

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
  • Access code – this will be on the first page of your letter
  • Please make sure to update your mobile number.

Requesting a repeat prescription online is easy. Please sign up to GP online services or the NHS App to order repeat prescriptions.If you need medication while waiting to set up online services, please email presriptions.department@nhs.net.

Please allow 3-5 full working days for a routine prescription request. If you need something more urgently please state urgent within the email heading and explain the reason the request is needed urgently within the body of the request.

GPs working within the NHS services are required to declare the ‘average earnings’ for the financial year.

The average pay for GPs working within the St Heliers Medical Practice in the last financial year was £77,995 before tax and NI.

This is for 1 full-time GP, 11 part-time GPs, and 0 locum GPs, who has worked in the practice for more than 6 months.

 

 

Is your feedback positive or negative?

Positive Feedback: We really work hard to provide you with good quality healthcare services and we are human too. If you are happy with our services then please 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 a Practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

Download our Practice Complaint Leaflet

Download our Practice Complaint Form

How to complain

Complaints Procedure
Although we always try to offer our patients the best care, despite the increasingly heavy demands made of us, we accept that there may be times when you have comments or complaints to make.

If you are unhappy about any aspect of our service or have constructive suggestions for improvement then please contact our Administration Team admin.department@nhs.net who will forward your complaint/feedback to our Executive Manager. We would ask that you let us know of any problems as soon as possible. We hope that most problems can be sorted out easily and quickly, preferably at the time they occur. Information is obtainable from reception.

If you feel you cannot raise your complaint with us, you can contact Patient Advice & Liaison Service (PALS), Click here for more information. If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW14 4QP  Tel: 0345 015 4033,  www.ombudsman.org.uk.

NHS Birmingham and Solihull CCG’s Patient Experience and Complaints Team: Call 0121 203 3313 or email:- bsol.complaints@nhs.net

 

 

 

 

Day Time
Monday 08:00 to 18:30
Tuesday 08:00 to 18:30
Wednesday 08:00 to 18:30
Thursday 08:00 to 18:30
Friday 08:00 to 18:30

Please note, if you need to speak to a doctor, please call our Clinical Support team on 0121 478 1850 for a same session consultation.The CS Team are available Monday – Friday 8:30 – 10:30 am and again from 2:30 – 4:30pm

If you are unable to call during our clinical support hours and require an appointment of an evening or weekend, we can arrange a GP appointment out of hours at a neighbouring surgery. Please ask one of our team for more information.

 

List of useful links and phone numbers 

QE  Main switch 0121 371 2000
QE Appointments 0121 371 7070
QE Imagining Appointments 012 1 371 4695
ROH Switch
Appointments
0121 685 4000
0121 685 4186
Children’s  main
Appointments
0121 333 9999
0121 333 9700
Women 0121 427 1377
Social services 0121 303 1234
Birmingham Carer Hub 0333 006 9711
Mon, Tues, Thurs & Fri: 8.45am-5.15pm  Weds: 8.45am-7pm
Yewcroft / Quinton Carers Group The Kenrick Centre Mill Farm Road
Monthly 2nd Wednesday of each month Harborne  0300 304 5530  or
Michelle Long 07392 319482
Longbridge Carers Group Longbridge Health & Community Centre, 10 Park Way
0300 304 5530 or
Michelle Long 07392 319482
Health & Wellbeing Carers Group Monthly 2nd Thursday of each month Michelle Long 07392 319482
Creative Support 88 Bristol Road South Northfield
alt. Wednesdays 2-3pm 0121 476 4349
Birmingham.hob@creativesupport.org.uk
Looking Forward Term time only
(Parent and Carer Support Group) 17 Victoria Road Harborne
Fortnightly, info@cpmids.org.uk
Thursdays 10-11:30
National Autistic Society 0808 800 4104
Monday Thursday 10-4 Friday 9-3
National Dementia & Alzheimer’s Helpline 0300 222 11 22
Ring and Ride 0330 053 8135
Autism West Midlands 0121 450 7582 / 0303 03 00 111
Silverline—Helpline for older people 0800 4 70 80 90
Age UK 0800 055 6112
Age Concern  0121 362 3650
 info@ageconcernbirmingham.org.uk
Citizens Advice 0344 411 1444 www.citizensadvice.org.uk
National Debtline 08088084000 www.nationaldebtline.co.uk
CRUSE Bereavement Care 0808 808 1677
Citizens Advice Bureau 03444 111 444
MIND 0300 123 3393
Dementia Awareness 0121 466 6000
Samaritans 0121 666 6644
Birmingham Healthy Minds  0121 301 2525

Zero Policy
The NHS operates 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.

Click here to download the Zero Tolerance Policy of the Practice.

 

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 reception 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.

Please see our travel form
Click here

Non-NHS Services

The 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.

What is covered by the NHS and what is not?

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

  • Only NHS travel vaccines (Practice Nurse will confirm what is required)
  • Private medical insurance reports
  • HGV Medicals
  • Holiday cancellation claim forms
  • Letters requested by, or on behalf of, the patient

The fees charged are based on the British Medical Association (BMA) suggested scales.

IMPORTANT: There is no need to book an appointment with a GP to request a medical report or letter. There is a request form available from Reception for the patient to complete to request this additional service.

Click here to view the Practice’s Non-NHS charges list.

Please call our clinical support team on 0121 478 1850 for a same session consultation between the hours of  8:30 – 10:30am or 2:30 – 4:30pm Monday to Friday. If your issue cannot wait until the next session please contact reception.

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://www.england.nhs.uk/medicines/conditions-for-which-over-the-counter-items-should-not-routinely-be-prescribed/ 

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.

Click here to download the Chaperone Policy of the Practice.