The NHS in London is very busy due to rising coronavirus infection rates, but we’ll help you get urgent care when you need it.

Most consultations are over the phone and via video. This is for everyone's safety. We will assess your situation and invite you into the practice if needed. The Clinicians can arrange same-day appointments if you need urgent care but please don't visit without an appointment. Appointments will be held in the best way to keep you safe from Covid.

You can also contact 111, day or night, for other urgent health advice - including if you have concerns about your Covid-19 symptoms.

Please remember that 999 and A&E are for emergencies.

Please help reduce infections, protect the NHS and keep each other safe by following the latest rules.

When booking an appointment our reception staff will need to ask you a few questions so they can direct you to the most appropriate healthcare professional – this may be a doctor or practice nurse. Please note you should only see a doctor for complex medical and psychological problems. Doctors will not routinely deal with:

• Blood pressure checks
• Asthma checks
• Diabetic checks
• Cervical smears
• Minor illness
• Family planning/contraception follow up

When booking an appointment you may choose which doctor to see, however this will be subject to the availability of that particular doctor.

• Plan what you want to say in advance.
• If you are worried or anxious about your appointment consider bringing a friend or relative who can remind you what you  wanted to ask the doctor and later help you remember what the doctor said.
• Remember, If you have a query it may not always be necessary to have an appointment. Reception can pas messages between the doctor and patient.

Patients may ask to speak to a doctor or the nurse by telephone during the working day, but please note, that this is not always possible.

If the call is not urgent and staff are busy with patients, the reception staff will take your details and a doctor or the practice nurse will call you back.

We operate a telephone advice service during opening hours. When you call the surgery the reception staff will take your details and a doctor or the practice nurse will call you back.

We are offering extended hours at the surgery on Monday evenings and Wednesday evening, According to guidance from NHS England, the following "rules" will have to be followed:

• Extend opening hours for the routine pre-bookable appointments.
• We cannot undertake non-NHS Work in extended hours, so for example we would not be able to do HGV medicals

Ilford Lane Surgery will be offering Extended Hours every Monday  from 6.30pm to 7.30pm. and Wednesdays 6.30-7.30 (Telephone appointments).

If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else by telephoning the following numbers:

• 07860 775920 (Dedicated number for cancellation of appointments)
• 0208 478 1366

You can text us on 07860 775 920 and you can cancel your appointment online if your appointment has been arranged for more than 24 hours in advance (excluding weekends and public holidays).

Please try to arrive five minutes before your appointment time. If you arrive late, we may not be able to see you. We aim to see the majority of our patients as close to their appointment time as possible and hope you will understand when this is not always the case.

The usual cause of running late is a patient presenting us with more than one problem at a time. Therefore, please let the receptionist know when booking your appointment if you need to discuss more than one problem so that a longer appointment can be allocated.

In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many conditions and you may be seen more quickly.

If you require an interpreter to attend with you when you see your Doctor please notify the receptionist and she will arrange this for you.

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 11:00.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls

You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

Our Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of every-one is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend.

On occasions you may prefer a formal chaperone to be present.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you wish to have a member of the Practice staff present during your consultation please mention this to our Reception Staff when booking your appointment, or to the doctor at your consultation, and it will be arranged.

Patients who are registered at this Practice can now book an appointment to see a GP or nurse on weekday evenings (after 18:30) or at weekends and Bank Holidays.

Appointments will take place at Southdene Surgery, The Shrubberies, South Woodford, E18 1BD whenever possible.

If you would like to book an appointment please call

020 - 3770 – 1888.

Appointment line is open Monday – Friday 14:00 – 21:00, Saturday 09:00 – 17:00, Sunday & Bank Holidays 09:00 – 16:00.

Appointments will be made available in one of the 3 centres at the following times:

• Southdene Surgery, E18 : Monday - Friday 18:30 – 22:00, Weekends 15:30 – 20:00
• Fullwell Cross Health Centre, IG6 : Monday - Friday 18:30 – 22:00, Weekends 11:00 – 16:00.
• Newbury Park Group, IG2 : Monday - Friday 18:30 – 22:00, Weekends 08:00 – 12:30.

We along with all local practices are looking at ways of reducing unnecessary visits to A&E as this service should only be used for accidents or an emergency that may be life threatening. Please click on the link to view or download an information leaflet

Accident and Emergency leaflet

There is further information about the use of A&E and services you can access in your area. 

www.nhs.uk/service-search/other-services

Pharmacies offer a Minor Ailments Service which could save you a trip to the doctor and the service is free. Please click on the link for more information and ailments that they cover and to view or download the leaflet.

Minor ailments leaflet

The Redbridge Hub services are also available at:

• Southdene Surgery (South Woodford)
• Newbury Group Practice (Newbury Park)
• Fullwell Cross Medical Centre (Barkingside)
• Loxford Polyclinic (Cranbrook and Loxford)

Please call on 0203 770 1888 to book an appointment

I need to see a GP...

Naturally, whenever we have a problem with our health, our first reaction is to contact our GP.

In order to help our patients receive the correct treatment in a timely manner, and to reduce the number of unnecessary appointments, we are "care navigating" here at Ilford Lane Surgery.

What is Care Navigation?

Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one. ...

Care navigators are receptionists and admin staff who have been given specialist training to help them direct patients to the right health professional first time.

Who do you Care Navigate to?

We now have additional Primary Care Network staff working with us who are providing additional services in general practice and can assist you with a variety of things.

Our Primary Care Network Team consists of the following staff in house, you can call the surgery on 0208 478 1366 and request an appointment.

Clinical Pharmacist 

You can book an appointment for a medication reviews and Asthma reviews with our clinical pharmacist ( Tues, Wed and Thursdays).

First Contact Physiotherapist 

You can book an appointment with our physiotherapist  for any musculoskeletal problems. Available on Thursdays and Fridays.

Social Prescriber

Social prescribing works for a wide range of people, including people. You can book an appointment. Available on Fridays.

• with one or more long-term conditions
• who need support with their mental health
• who are lonely or isolated
• who have complex social needs which affect their wellbeing, i.e. money and debt issues, domestic abuse, employment.

Health and WellBeing Coach

You can also book an appointment with our Health and well being Coach. Available on Fridays.

Health and Wellbeing Coaches holistically support patients’ wider health and well-being, public health, and contribute to the reduction of health inequalities.

They may also provide access to self-management education, peer support and social prescribing. Health coaches will support people to self-identify existing issues and encourage proactive prevention of new and existing illnesses.

Dietician

You can now book an appointment with our Dietician, who can guide you assess your nutritional  and health needs. An appointment can be booked for Tuesday afternoons.

Phlebotomist

We now have an inhouse phlebotomist working with us every Friday. You have the option of booking an online appointment for your blood test.

PHARMAOUTCOMES (Pharmacy referrals)

Did you know…?

We are participating in a new approach to improve access for patients to GP appointments. The aim is to direct patients to the most appropriate healthcare professional, which may be a GP or a pharmacist.

From July 2022 if your symptoms could be resolved by a booked consultation with the pharmacist instead of the GP, you will be given a same-day referral to a pharmacy of your choice.

We think this is a good thing. Once you see how great your local pharmacist is – they are highly trained and skilled clinicians experienced in treating minor illnesses – we don’t think you’ll look back.

This will also help us to free up GP appointments for people with more complex health needs and ensure that everyone gets treated at the right time, by the right healthcare professional.

We are keen to hear what you think and will be listening to your comments and feedback about your experience of using this service.

Patient QA document:

What is this new service about?

From June 2022, when you call the practice, you will be asked about your symptoms. If they indicate that you can best be helped by a pharmacist, you will be offered a same day private consultation with a community pharmacist of your choice.

Community pharmacists have already successfully seen thousands of patients for a consultation for a minor illness, following a call to NHS 111. This new way of arranging consultations with the pharmacist by a GP practice, has been successfully piloted around the county.

Why are you doing this?

Pharmacists are qualified healthcare professionals and experts in medicines. They can offer clinical advice and over-the-counter medicines for all sorts of minor illnesses, and a same day consultation can be arranged quickly and at a time to suit you.

This in turns frees up GP appointments for those people with more complex symptoms who really need to see a GP.

What happens when I see the community pharmacist?

We will share your personal details with the pharmacist and details of your minor illness and the pharmacist will contact you to arrange your consultation on the same day, or at a time that suits you.

You may be seen in person in a private consulting room, if the pharmacist thinks it appropriate, or your consultation may be carried out over the phone or via video. You will be asked about your medical history and symptoms and current medication, in the same way the GP would ask you about them.

Usually, the pharmacist will provide you with advice and can sell you with an over the counter product where needed, if you choose. They will also send details of your consultation back to us for our records.

If the pharmacist feels you need to be seen by a GP urgently, they will call us to ensure you are seen, or they will advise you to contact the hospital Emergency Department if deemed necessary. You may also be referred back to us to arrange a non-urgent appointment or follow up.

What if I get free prescriptions from my GP?

Your pharmacist will provide you with advice on how to treat your symptoms, which may include a medicine or product. Medicines that can be purchased in a pharmacy to treat minor illnesses, are usually inexpensive and would not normally be prescribed by your GP anyway. You are free to choose if you wish to make a purchase or not.

What happens if I don’t want to see the pharmacist?

We want to ensure that you are offered an appointment with the most appropriate qualified health care professional based on your symptoms. If you have minor illness symptoms that can be treated the same day through a consultation with a qualified community pharmacist, but do not want to accept this referral, you will be offered other alternatives

What if the patient is my child?

Children aged over one years are eligible to use this service and can be seen by the pharmacist. Children who are able to make their own decision about their health may be seen unaccompanied.

Why is this a good thing for patients?

Community pharmacies are local, open longer hours than the GP practice and can offer you the same consultation outcome at a time that is more convenient for you. If the pharmacist thinks you need to see the GP, they can help arrange an urgent appointment for you.

Patients who have already used the service liked the convenience of having a consultation on the same day, or a day that suited them, at a pharmacy of their choice. 78% of people who had a consultation with a community pharmacist were successfully helped.