Richmond Practice - Frequently asked questions

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Frequently asked questions

Registration and appointments

What is the difference between private service and the NHS?

Here at Richmond Practice we take pride in making our services readily available to both local and international patients. We value our patients and offer longer appointment time slots to cater for their needs. We also offer same day appointments and have extended opening hours. Our GPs work in collaboration with our Obstetrician/Gynaecologists and Paediatrician to provide comprehensive care for the whole family in a family-friendly setting. You do not need a referral to consult us.

Please note that we are a private practice and either the patient or their health insurance company are responsible for settling the account. You do not need an NI number to see a doctor at our practice.

How do I register with Richmond Practice?

To register with Richmond Practice you need to complete the registration form and return it to us. Each service has its own registration form. When you book your first appointment with us we will send you a confirmation email with a copy of the registration form attached. If you do not have access to the internet that is not a problem. Simply arrive 10 minutes before your appointment and we will give you a registration form to fill out before you see the doctor.

If you would simply like to register without making an appointment, please find a copy of the registration forms at the following links. You can either bring the completed form to us, or put it in the post:

Online registration

Can I just walk in and see a doctor?

Yes. Richmond Practice offers on the spot and same day appointments. Appointments at short notice depend on availability of the doctors and so we recommend that you contact the practice in advance. This will ensure that the doctor will see you when you arrive.

When should I arrive for my appointment?

We recommend that you arrive five to ten minutes before your appointment time. This will ensure that both you and the doctor are ready at the time allocated. If you are a new patient you need to fill out a registration form before you see the doctor. If you haven’t brought a completed form with you, please allow ten minutes before your appointment to fill it in.

Do I need a referral to see a consultant specialist?

No. At Richmond Practice we provide all our services without the need for a referral.

This means that to arrange an appointment to see the Consultant Paediatrician or Consultant Obstetrician/Gynaecologist you can simply call or email to arrange an appointment.

If you would like to see the Radiologist a referral is required. We accept referral letters delivered either by hand, post, fax or email prior to the appointment. Alternatively if you do not have a referral letter you can have an appointment here with one of our GPs, to be referred for an appointment with the Radiologist.


Transport and parking

What are the parking arrangements?

Parking is available in front of the premises, in the adjacent streets and in the Paradise Road Car Park (approximately 100 yards from the Practice). For a map see our Location page.

Street parking arrangements are as follows
Available Mon- Sat 0830- 1830
25p for 5mins- maximum £6 for 2 hours
(5p, 10p, 20p, 50p, £1, £2 coins accepted)
Minimum card payment 50p
Can also call 020 3046 0010020 3046 0010 to pay via debit or credit card- you will need to provide the following information:
  1. Registration plate details
  2. Credit/ debit card details
  3. Location Number (5420)
The cost of parking at Paradise Road Car Park is as follows:
Period    Standard    Medium    Low
Up to 1 hour    £1.70    £1.40    £0.70
Up to 2 hours    £3.50    £2.80    £1.40
Minimum card payment £0.50
Parking beyond 6pm will incur the evening charge
Disabled drivers no charge at any time, press help button at exit
For further information please contact 020 8940 1406020 8940 1406

Do you have disabled parking and access?

Yes. We can arrange for you to park at the front of the building during certain times to allow for easy access. We can also set up a ramp to enable wheelchair entry if required. Please ask us to arrange this before your visit, to ensure these facilities are available at the desired time.

Please let us know if you are unable to negotiate a flight of stairs so that we can arrange access for you in advance of your appointment.

How can I get to Richmond Practice via tube, national rail or bus?

We are situated approximately 5- 10 minutes walk from Richmond Station which serves as both a tube station for the district line and over rail station for the National Rail Services. Please see the map on the Location page for detailed information on where the Practice is in relation to the station.

There are also a number of buses (371, 65) which run nearby to the Practice.

If you are seeing a Doctor at the Breamwater Gardens Surgery branch of Richmond Practice and are travelling from Richmond Station, this can also be reached via bus. The 371 towards Kingston leaves from outside Richmond Station and stops at Mariner Gardens (TW10) Stop M, 5-10minutes walk from the Surgery

 

Emergencies

I am pregnant, what do I do in an emergency?

If any of the following symptoms occur you should arrange to see a doctor as soon as possible:
  • severe headache
  • visual changes (flash of lightening, blurring)
  • serious pain
  • bleeding
  • seizure, 
  • right abdominal pain
  • if your waters break - a loss of clear fluid with white flakes
  • when contractions start (similar to period pain involves cramping) 
  • if your baby stops moving

What do I do in an emergency after hours?

If you require medical services outside the practice opening times we recommend the use of Dr Call services (Tel: 0844 257 03450844 257 0345). For further information please follow the link http://www.doctorcall.co.uk/ or see the list of useful links on our website.
 

Payment and insurance

How can I pay for my appointment?

We take payments on the same day as the appointment, after the consultation. We accept payments in cash or by cheque, credit card or debit card. If we do not receive payment on the day of the consultation, you will incur an additional £10 charge. Please note that we will give you a detailed invoice outlining the diagnosis with a breakdown of our charges. Health insurance companies often require this before they will reimburse you.

What are the payment arrangements if I am covered by private health insurance?

We take payments on the same day as the appointment, after the consultation. We will provide you with an invoice, detailing the events of the consultation and the associated charges, and a receipt as proof of payment. You will then need to present this to your health insurance company to receive reimbursement.

Which services are covered by insurance?

That depends on which insurance company you are with. All of our services are currently covered by both BUPA international and Cigna International. In addition all of our consultants are covered by Norwich Union, Standard Life, and Pru Health.
Please note that we expect BUPA (UK) and AXA PPP coverage of many of our services in the near future. We strongly advise you to check that your insurance company will cover the cost before you come to the appointment.
 

Prescriptions

Do I need to pay for a private prescription?

If the doctor writes you a prescription as part of a consultation then there is no additional charge. For a repeat prescription you can either call the practice or submit a prescription request through our website. The cost of this service (for the prescription only, without a consultation) is £15. You pay the pharmacy for the cost of any medication you require.

How do I order a repeat prescription?

You can now order repeat prescriptions from our website, or directly via: repeat prescription request form. If you don’t have access to the internet you can also call us to arrange a repeat prescription.

Where can I find a pharmacy open out of hours?

To find your nearest pharmacy from our website please see our Useful links page, or use the pharmacy finder.

 

Laboratory tests and results

Do I need to go to another facility for my laboratory testing?

No. We take all samples here at the practice either during or following the consultation. Then we send them to the laboratory and receive the results on completion of the test. Please note that the cost of the test may incur a charge (payable at the time of the consultation) in addition to the cost of the consultation. You can get your results by completing our results request form.

How long does it take for laboratory results to come back?

Laboratory results will differ depending on the type of testing required. As a general guide blood test results take 24 hours to process, smear tests and swabs take 3 days, and urine testing takes 1-2 days.

I want the results of my tests to remain confidential including from my partner- how do you communicate results?

Results are usually communicated via telephone directly to the patient. If you would like to receive your results via another method for example email or post this can also be arranged at your convenience.

What are the policies in place with regards to consent for procedures and tests?

The Doctors see it as one of their key responsibilities to do their best to ensure you fully understand your health issues, and that you are fully aware of the best treatment options available to you. The doctors will endeavour to inform you of any risks, benefits and alternate options to any treatments you may have. Please note that you may change you mind at any time if you have already consented to a procedure or treatment.

Do I need to fast before blood tests?

This will depend on the blood test you require. Therefore we recommend that you call to check this with us before your appointment.
If you do need a ‘fasting blood test’ you must abstain from ALL food and drink apart from water for the 12 hours leading up to the test. Please note: drinking water during fasting is encouraged. (Please remember to also abstain from tea and coffee.)

Languages

Do you cater for patients who do not speak English?

Yes we do. Most of the doctors working at Richmond Practice speak both English and German. Dr Arlt and Dr Mahabaduge can also conduct French speaking consultations

Confidentiality and consent

Will my personal or medical information be shared with any third parties?

Any personal and medical information will remain confidential. The only exception is in extenuating circumstances, such as when the safety of a child is at risk. Please note that, as we are a private organisation, our data does not link to the National Health Service database. In the rare case where we need to involve a third party, we will usually seek written or verbal consent from the patient concerned.

I want the results of my tests to remain confidential - including from my partner. How do you communicate results?

We usually give patients their results directly, by telephone. If you would like to receive your results by email or post we can arrange it, at your convenience.

What are the policies in place with regard to consent for procedures and tests?

The doctors will ensure you fully understand your health issues and that you are fully aware of the best treatment options available to you. They will inform you of any risks, benefits and alternatives to any treatments you may have. Please note that you may change your mind at any time after giving your consent to a procedure or treatment.
 

Chaperones, visitors and mobile phones

May I have a chaperone with me during the consultation?

All patients may use a chaperone, if required. You are welcome to bring someone with you to the appointment to provide support during the consultation. If you decide you would like a chaperone and have not pre-arranged this, we can provide the service of a chaperone from our practice during your consultation.

Can I bring visitors?

We understand how important it is to our patients to have visitors present for some appointments. All visitors are welcome and we will do our best to accommodate extra people during consultations. There is limited space for visitors during ultrasound scans. However, we do encourage partners to attend for antenatal visits. If you would like to bring your children along, they are welcome to join you in the consultation. Alternatively, there is a children’s play area next to the waiting room, which our secretary can monitor, while you see the doctor.

Can I use my mobile phone while I’m there?

Yes, you are welcome to use your mobile phone. We do ask however, that you do not take phone calls during your consultation. In the waiting room, please consider fellow patients when using your phone.
 

Complaints

How do I make a complaint?

We endeavour to give you the best service possible at all times, but recognize that there may be occasions when you feel you wish to express dissatisfaction.

We offer an in-house procedure to deal with your concerns. This gives us the opportunity to investigate any problems you wish to report.

If you wish to make a complaint about any of our services, please contact our Practice Manager (Johanna Renz) in the first instance. You can either telephone or send a letter if you prefer. Mrs Renz will review the details of your complaint and decide, with you, how best to undertake the investigation.

Please note that we always respect our duty of confidentiality to patients. If the complaint is not made directly by our patient, we will need the patient’s consent to investigate the complaint.

We will address all concerns fully, provide you with an explanation and discuss with you any action we may take. We trust that, at the end of an initial informal meeting, you will feel satisfied that we have resolved the matter. However, if this is not possible, we will suggest avenues of further action.

If you feel that your complaint has not been dealt with satisfactorily you will be referred for assistance to:

The Patients Association
Email helpline@patients-association.com
Phone: 0845 608 4455

How is quality of care monitored and regulated?

Richmond Practice is registered with the Care Quality Commission (CQC). The CQC is responsible for the following 3 sectors:
  • Commission for Social Care Inspection
  • Healthcare Commission
  • Mental Health Act Commission
The CQC follows the National Minimum Standards as set out in the Care Standards Act.
 
Registration number: 1-344660572

Infection control

How does Richmond Practice maintain infection control?

Infection control is of key importance for the health and safety of our patients. It is a top priority for the Richmond Practice team. All staff are trained in the prevention and control of infection and we work continuously to ensure we provide a safe and hygienic medical environment. Studies have shown that implementing simple hand hygiene practices are very effective in minimising infection. All clinical staff clean their hands, either with alcohol gel or by washing with soap and water, prior to examination or performing any more invasive procedures.
 

Appointments

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