Clinical Practice Research Datalink
The Village Practice is signed up for the Clinical Practice Research Datalink project. Please see below for more information:
You and your General Practice
This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below.
When and how can you contact your general practice?
Your general practice is open from 8.00am to 6.30pm, Monday to Friday.
Throughout these hours you, or your carer on your behalf, can:
- Visit the practice
- Call them
- Go online using the practice’s website or the NHS App.
You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them via phone or in person for urgent queries.
What if the practice is closed?
If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.
What if it’s an emergency?
If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
- An appointment that day or a subsequent day
- A phone call that day or a subsequent day
- A text message responding to your query
- Advice to go to a pharmacy or another NHS service.
Your practice will decide what is best for you based on your clinical need.
Your practice cannot tell you to just call back the next day.
Who might help you?
You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.
If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.
It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.
From what age can you see a GP on your own?
If you are 16 or older, you can make and go to appointments by yourself.
If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.
What if you need extra help?
If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.
If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.
How do you choose a general practice?
You can:
- Call or visit a local practice
- Use Find a GP online.
If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.
Do you need ID or proof of address?
No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP. You can also register with a practice if you are homeless.
Can a practice say no to registering you?
They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.
Can you choose which hospital or clinic you are referred to?
If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.
If you are new to the UK
You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.
If you are away from home but still in the UK
If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.
You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.
Do general practices charge for anything?
NHS GP services are free. Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.
How should everyone be treated?
The practice should treat everyone fairly, kindly and respectfully. Likewise, you should also treat staff with respect. The practice can remove patients from their list if they are violent or abusive to staff.
To learn more about your rights, you can read the NHS Constitution.
How can you help your general practice?
- Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
- Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
- Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
- Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
- Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
- Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
- Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.
You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.
Publication reference: PRN01907
Translated versions
AI & Automation at The Village Practice
Meet Heidi – Your GP’s AI Assistant
We’re pleased to introduce Heidi, our new AI-powered medical scribe designed to support your GP during appointments. Heidi works quietly in the background, securely creating accurate notes in real time. This means your doctor can give you their full attention—focusing on listening and responding to your concerns, rather than typing on a keyboard.
Your Privacy Comes First
We understand that your health information is private, and your trust is important to us. Your clinician will always ask your consent to use Heidi. Heidi does not record audio during your consultation, and the software does not retain any recording of your consultation. None of your personal details are inputted on to the Heidi system. It is never uploaded to the internet, shared outside the practice, or used for any other purpose.
Once your consultation is complete the notes will be checked by your clinician to ensure everything is accurate then it is deleted. Nothing is stored long term. Heidi is fully compliant with NHS data protection guidance and the General Data Protection Regulation (GDPR). You’re always in control of your information, and if you’d prefer not to use Heidi, you can opt out at any time—just let a member of the team know.
How Heidi Helps You
Although Heidi is a tool for your doctor, it benefits you too. Because your GP can stay focused on you, with time to speak rather than type, consultations can feel more personal and less rushed. Tasks like referral letters, follow-up notes, and record-keeping are completed more quickly and accurately. Over time, this leads to clearer medical notes and more joined-up care. With Heidi supporting the admin side, your GP can spend more time being your doctor—not your typist. Heidi does not make or generate any clinical decisions.
Frequently Asked Questions
Q: Is Heidi listening to everything I say?
A: Heidi will only transcribe (write notes) when the clinician presses start after asking your consent. Heidi then documents in real time for the clinician, the file stays safely on your GP’s computer and is deleted after the notes are completed. It’s never saved permanently or uploaded anywhere.
Q: Do I still get to speak directly with my GP?
A: Absolutely. Your consultation happens just as it always has with your GP. Heidi simply helps by quietly managing the documentation in the background.
Q: Can I choose not to use Heidi?
A: Yes. Using Heidi is entirely optional. If you’d prefer not to be recorded, please let your doctor or receptionist know, and we’ll make a note on your file to switch Heidi off for your appointments.
Q: Who has access to my transcript (summary of my conversation with the doctor)?
A: Only your GP has access to the transcript to complete your notes. Once the consultation ends and the notes are done, the information is deleted.
Q: Will Heidi affect the length of my appointment?
A: In most cases, Heidi helps your appointment run more smoothly. With notes taken in real time, your GP can focus on you—meaning less time on the computer and more time discussing your care.
Q: Does Heidi use my data for training or analysis?
A: No. Heidi does not use or share your data for any purpose outside your consultation. Everything stays private and secure.
Display Energy Certificate
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
Infection Control (IPC)
The Practice holds a contract with an Infection Control company called Infection Prevention Solutions who undertake an annual audit in conjunction with the Practice lead nurse Cassie Kane.
The company organises annual training for staff as well as more robust training for the lead staff, our new practice nurse Sandra Ashitey will complete her 2 day training in February 2024. The cleaning company who hold a contract with the practice for undertaking cleaning also conduct daily, weekly and monthly audits. The practice cleaning company Green Machine has held a contract with the practice since September 2023 https://greenmachinesw.co.uk/contract-cleaning/green-machine-sw-practices-what-it-stands-for/
If you have any queries or concerns please contact Anastasia Remos at nclicb.thevillagepractice@nhs.net or call the practice directly.
For help and advice on maintaining infection control standards at home please see below
Patient information
Together we can fight infection
Any infection can be caught or spread were there are ill people together, this can be in a hospital, a care home a GP surgery or in a public place. The information below explains how you can help the staff to reduce infection and provide a clean and safe environment in which you receive treatment and/ or care. By following the points in this advice, you can help us to prevent vulnerable individuals picking up an infection and prevent the spread of infections. If people pick up an infection, it can cause discomfort, pain and anxiety.
How does infection spread?
You need a germ. The germ lives in or on its host, another person, an animal, or a contaminated surface (door handle, worktop, equipment).
The germ is passed on by either direct or indirect contact, this can be coughing, sneezing, hand contact with someone who carries the germ on their hand, or by touching a contaminated surface.
If the germ then enters your system and you are not immune to it you can catch the infection. Generally healthy people are less likely to catch infections, as their immune system should protect them well. But if for any reason your immune system is weaker than normal, you will be more vulnerable and therefore need to protect yourself even more against any infection.
What you can do:
Hand Hygiene:
- Wash your hands with soap and water after using the toilet
- Wash your hands before eating / taking medication
- Where supplied use alcohol hand gel to clean your hands ( hospitals, GP surgeries, care homes, other care settings)
- Avoid touching your wounds or any indwelling devices you may have (tubes, drains or needles for example.) If you must touch clean your hands before and afterwards.
- If you are examined or have to have a procedure, do not be afraid to ask the staff if they have washed their hands or used alcohol hand gel first.
Personal Hygiene
- Please shower or bath, wear clean clothes and check your footwear is not muddy before going to your GP surgery or any other clinical setting.
- The area where you are receiving treatment/ care should be clean. However if you are concerned about the cleaning standards, please report it immediately.
- Children should be discouraged from crawling on the floor and must be supervised at all times.
- If you receive any treatment or care at home, please provide hand washing facilities where possible, for the person attending to you.
What is a Health Care Associated Infection (HCAI)?
This is an infection that may affect people when they are receiving healthcare. People may catch these infections in hospitals, care homes, doctors’ surgeries, health centres and even at home if they are being cared for there.
Why do some people get an HCAI when receiving healthcare?
There are lots of reasons why someone can develop an HCAI. Being ill or receiving treatment can make your natural defence system (immune system) weaker than usual. Most people won’t pick up an HCAI while they are being treated but it is impossible to completely remove all the risk during healthcare. This is because every disease, condition or procedure and sometimes medication can reduce your natural defences against infection.
What are the most common types of HCAI in hospital?
The most common types of HCAI in hospitals are urine infections, wound infections, skin infections, chest infections & sickness and diarrhoea.
What type of germs cause HCAI?
Some are caused by germs that live normally on our bodies and usually do us no harm such as Staphylococcus aureus, which many people can carry harmlessly in their nose. The most well known are ‘MRSA’, ‘C-diff’ and ‘Norovirus’ MRSA is short for Meticillin Resistant Staphylococcus aureus. This bacteria can cause an infection if it gets into a wound, the bloodstream, bladder or lungs. C-diff is short for Clostridium difficile a bacteria that some people have living naturally in their bowel. For some people unfortunately, this can develop into diarrhoea and fever (usually after certain kinds of antibiotics). Norovirus causes sickness and diarrhoea. This may last for a couple of days and usually has no lasting effects. This virus is often reported as causing outbreaks of infection in hospitals and care homes. You can find more information on the NHS website.
What do we do to prevent HCAI spreading?
Preventing and controlling HCAI is a national priority and all care settings are working hard to prevent the spread of infection in the NHS and care homes.
This includes:
- Educating staff, patient and visitors on how to prevent and control infections, for example, washing hands regularly; getting support and advice from specialist infection control or health protection staff.
- Making sure that the NHS and care homes meet government standards on HCAI;
- Giving people information on how to prevent and control HCAI within all care settings and among members of the public;
HCAI are monitored and reported to Public Health England, for learning and improvement purposes.
What happens if I get an infection?
Your infection could require treatment, which probably can be given to you at home. You may be asked to stay at home for the duration of the treatment and not visit the GP surgery, they may arrange a home visit instead. If you don’t understand your condition and/or treatment please ask a member of staff.
GDPR and Privacy Policy
Equality Statement
The Village Practice is committed to promoting equality and diversity in all its activities to promote inclusive processes, practices and culture.
- We will strive to work to eliminate any unlawful or unfair discrimination including direct or indirect discrimination, discrimination by association, discrimination linked to a perceived characteristic, harassment and victimisation.
- We will remain proactive in taking steps to ensure inclusion and engagement for all the people who work for and with us.
- We will continue to strive towards a culture that is diverse and inclusive that recognises and develops the potential of all staff and service users.
This includes promoting equality and diversity for all irrespective of:
- age *
- disability *
- ethnicity (including race, colour and nationality) *
- gender *
- gender reassignment *
- religion or belief *
- sexual orientation *
- marriage and civil partnership *
- pregnancy and maternity *
- refugees and asylum seekers,
- people with diverse communication needs
- ex-offenders.
All staff undergo Equality and Diversity training annually and we review our policy and procedures annually
-*Under the Equality Act (2010) these are known as “protected characteristics”.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Confidentiality/Data Protection Act
Please note we are registered with the Information Commissioners Office – click below for registration details.
Information Commissioners – Data protection register – entry details (ico.org.uk)
Confidentiality of your medical records is important to us. Your records will only be seen and shared by professionals who are involved in your care. We do not share your personal information with third parties without your explicit consent; this also includes relatives (and parents).
Confidentiality will be breached only in exceptional circumstances such as concerns about an individual’s welfare or risk to others.