News

 December 2011:

PHARMACY CHRISTMAS AND NEW YEAR BANK HOLIDAY OPENING TIMES

Christmas Day, 25th December 2011:

Nearest Pharmacy: Lloyds Pharmacy, Ashtead, KT21 1QL

Telephone Number: 01372 272722

Opening Times: 12.00 - 13.00

Boxing Day, 26th December 2011:

Nearest Pharmacy: Boots Chemist, Banstead, SM7 2NL

Telephone Number: 01737 350158

Opening Times: 10.00 - 16.00

Bank Holiday Tuesday, 27th December 2011:

Nearest Pharmacy: Boots Chemist, Banstead, SM7 2NL

Telephone Number: 01737 350158

Opening Times: 10.00 - 16.00

New Years Day, 1st January 2012:

Nearest Pharmacy: Boots Chemist, Banstead, SM7 2NL

Telephone Number: 01737 350158

Opening Times: 10.00 - 16.00

Bank Holiday Monday, 2 January 2012:

Nearest Pharmacy: Boots Chemist, Banstead, SM7 2NL

Telephone Number: 01737 350158

Opening Times: 10.00 - 16.00

CHRISTMAS OPENING TIMES

Friday 23rd December: 8.30am - 2.00pm

Friday 30th December: 8.30am - 4.00pm

Bank Holidays - SURGERY CLOSED

Open as normal on 28.12.11 & 29.12.11

Thamesdoc to provide out of hours cover - Tel No: 0300 130 1305

NHS Direct: 0845 4647
(www.nhsdirect.nhs.uk)

WISHING ALL PATIENTS A VERY MERRY XMAS & A HAPPY NEW YEAR

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The telephone number for Thamesdoc Out of Hours has been changed. The new number is 
0300 130 1305. 

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November 2011:

 Patient Health Questionnaire - AVAILABLE NOW
We would appreciate your time in completing the forthcoming patient questionnaire to assist us in making improvements if necessary to our services.

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October 2011:

The Practice will be starting their 2011 seasonal flu clinics soon from the 3rd October.

Paitents will be entitled to a free flu vaccination if they fall within the following criteria:

        -       For all Over 65’s 

 -       Under 65’s who suffer from :

Asthma

COPD

Diabetes

Heart Disease

Kidney Disease

Chronic Liver Failure

Stoke / TIA

Immunosuppression

Pregnant women

          Carers

      Please book an appointment at reception on 0844 576 9008

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Coming Soon:

Patient Health Questionnaire 
We would appreciate your time in completing the forthcoming patient questionnaire to assist us in making improvements if necessary to our services.

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July 2011:

Our Practice Nurse, Maria Taborro, has passed her Warwick Diabetes Course.

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June 2011:

Nork Clinic Patient Survey 2010/2011

Please click on the 'Patient Survey' tab to view our latest patient survey results (2010/2011) from Surrey PCT.

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May 2011:

Online Appointment Bookings and Cancellations:

Nork Clinic are happy to announce that we will be going live with online bookings

with effect from 1st July 2011.

For patients to register and  enable you to use this process,

we will require your email address. A form can be picked up from Reception for completion.

OR alternatively please email  the following details below to nork.clinic@nhs.net :

-Full name

-Surname

-DOB

-Email address - indicating that you would be interested in being registered for online booking

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September 2010:

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July 2010:

Nork Clinic has recently been awarded '2010 Healthcare 100 Award' ranked 15th in the top 100.  

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May 2008:

Telephone System
At the end of May 2008 we installed a brand new digital telephone system. We had been made aware that our old system, which was installed when the surgery was opened twelve years ago, simply could not cope with the volume of calls we now receive from our 10,000 patient population. We apologise for the difficult few months you might have experienced whilst we investigated the problems with our line suppliers but would like to reassure you that we believe we have now overcome our problems by installing the new system.

We have 6 dedicated incoming lines for callers and we now record and monitor all calls for training and quality purposes. We have 4 options for callers and an announcement to advise you of where you are in the queue at busy times. The details of the new options are:

Option 1 Appointment Bookings
Option 2 Cancel Appointments
Option 3 Test Results
Option 4 Repeat Prescription - Ready for Collection
Option 5 Medical/Insurance reports/Referral Letters
Option 6 General Enquires

We now have call analysis software to try and improve our service. It might surprise you to learn that on an average on Mondays we receive over 400 calls. Tuesdays through Fridays there are fewer; between 300 and 350 each day. Our software tells us how quickly we answer and how often you hang up! At peak times we try and have all in-coming lines manned by 5-6 receptionists to deal with your calls, but appreciate that at times, you still have to wait some time to be answered. Over the past year we have analysed the statistics in more detail and we can confirm that the telephone answering service has improved greatly. Many thanks for bearing with us as we continue to fine tune the system to offer a quality service you expect and one we would like to offer.     

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