During Covid, our normal working practices have changed.
Find out how we are working differently.pdf

Rated as "Outstanding" by the Care Quality Commission, we are a long-established doctors' practice near Ashford in Kent. Our rural, purpose built surgery with a dispensary has a catchment area of around 125 square miles. We provide a wide range of medical support services for all the family in a friendly and comfortable environment, with:

• Highly experienced GPs and medical team with a reputation for listening to patients
• Helpful reception staff
• Free parking on site
• Full disabled access
• Well-equipped facilities
• A large, comfortable waiting room
• GP access appointments
• Various clinics run by our practice nurses
• An ultrasound Clinic led by a visiting Sonographer
• Various hospital Outpatient Clinics held at Wye Surgery (led by 4 Consultant Surgeons, a Nurse Consultant)
• Midwifery services
• Physiotherapy services
• A minor operations theatre
• Onsite dispensary
• An active patient participation group.

Register as a New Patient

Join our Patient Participation Group

Complete our Patient Survey

Wye Surgery Practice Leaflet

Wye Surgery comes under the Kent and Medway Clinical Commissioning Group (CCG). In our area, they are responsible for deciding which NHS services are provided, by whom and where.

email: kmccg@nhs.net
www.kentandmedwayccg.nhs.uk

NHS Kent and Medway CCG
Wharf House
Medway Wharf Road
Tonbridge TN9 1RE

Wye Surgery is also part of a local group of GPs who collaborate to share their medical expertise and special facilities for the benefit of all member practices and their patients.

www.ashfordcp.co.uk

Reception

Mon, Wed, Fri 

Tuesday, Thursday

8.00am - 6.30pm

8.00am - 8.00pm

eConsult
Online self-help and
non-urgent health
advice from our GPs

Always available
via our website

Our GPs aim to respond by
email within 1 working day (admin replies may take up to 4 days).

GP Appointments

Monday to Thursday

Friday

8.30am - 7.00pm

9.00am - 5.00pm

Flexible Pre-Book Appointments

Either here at or other local GP practices

Evenings, weekends and bank holidays.
Call us for info or to book.

Telephone Consultations

Monday to Friday

8.30am - 5.30am
A clinician will call you back during surgery hours

Home Visits

Monday to Friday

Call before 10.00am

Clinics & Outpatient Clinics

By appointment

Days and times vary, by clinic

Test Results

Monday to Friday

8.30am - 4.30pm

Dispensary

Mon, Wed

Tues, Thurs

Fri

8.30am - 5pm

8.30am - 7pm

8.30am - 6pm

Out of Hours

See our Out of hours page for full details, including NHS 111, Urgent Treatment Centres and 999 Emergency

Our ethos

We aim to provide high quality health care for the local population, helping patients to take responsibility for their own health and that of their families through lifestyle education.

We also enable patients to share in the treatment of any illness through clear communications and explanations; and by making sure they have easy access to all members of our practice team.

Patient
Charter

Our charter sets out our responsibilities to you and your rights and obligations as a patient. Ask us for a copy, or view the Patients Charter here.

Confidentiality
and patient
medical
records

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

We ask you for information so we can provide proper medical care and treatment. We keep this information together with details of your care because it may be needed if we see you again. We may also use this information for other reasons, for example to help us protect the health of the public in general and to see that the NHS runs efficiently. This information helps the NHS for the future, to train its staff, pay its bills and account for its actions. Information may also be needed to help educate tomorrow's clinical staff and to carry out medical and other health research for the benefit of everyone.

In exceptional circumstances, the law requires us to pass on specific information, for example where withholding information may put someone's life at risk.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain clinical information. You have a right of access to your health records.

When you are receiving care for other people as well as the NHS we may need to share with them some information about you, so that we can work together for your benefit.

We only ever pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we will remove details which identify you. The Law strictly controls the sharing of some types of very sensitive personal information. Anyone who receives information from us is also under a legal duty to keep it confidential.

Using Health Records

Official Data Sharing for Planning and Research

Chaperones

If you need a chaperone while seeing the doctor or attending a clinic, you are welcome to bring a friend or relative into your appointment with you. If this is not possible, please let us know in advance and one of our staff will be pleased to assist.

Patient
feedback
and complaints

WWe welcome ideas and feedback to help us improve our patient services. You can find out more at our Patient Involvement page , where you can also complete our Patient Survey.

We work hard to give you the best possible service, but if you have cause for complaint please let us know.

• Please speak to our Practice Manager who is responsible for handling complaints
• Or, if you prefer, please talk to one of our GP partners.

We will try to resolve the situation as quickly as possible, to your complete satisfaction. But if you’re not happy with the outcome, please put your complaint in writing. We will conduct a formal review and write back to you normally within 10 working days of receipt.

Our complaints procedure is part of the NHS system for dealing with complaints and meets NHS national criteria.

Please be assured that making a complaint will not adversely affect your medical care with us.

Downloads
Listening, Responding, Improving Leaflet.
Complaints procedure

Disabled
patients

We provide full disability access:

• There is bell outside the main doors/in the lobby, please ring if you need assistance on arrival
• A wheelchair is available at reception, if required
• All patient areas, including the waiting room, consulting rooms and patient toilets, have wheelchair access
• Our car park has designated disabled parking bays

Removal of
patients

Doctors’ Terms and Conditions of Service entitles us, in exceptional circumstances, to remove patients from our practice list.

The partners at Wye Surgery do not take this decision lightly and feel it is the last course of action when there has been an irretrievable breakdown in the practice/patient relationship.

In this event, all partners will discuss the removal of a patient at a practice meeting and the patient will be informed in writing.

In some cases the removal of a patient from our practice list cannot be avoided, for example when someone moves out side our catchment area.

Zero tolerance initiative

We expect all interactions between patients and staff to be courteous and respectful, and would ask all patients to be co-operative in this respect.

Our practice supports the NHS Zero Tolerance Campaign which aims to stamp out violence and verbal abuse.

Any patient who behaves in a threatening, abusive or violent way towards anyone at Wye surgery – whether a member of our staff or a member of the public – will be dealt with immediately. This may result in the patient’s removal from our practice list and possibly prosecution.

Infection Prevention & Control

Policy Statement for Primary Care
Wye Surgery is committed to providing a clean and safe environment for its patients, staff and visitors in line with the infection prevention and control guidelines outlined in the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections DH 2015.

Wye Surgery endeavours to comply with the 10 criteria of the Code of Practice and the Care Quality Commission’s (CQC’s) fundamental standard requirements for The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014:

• Regulation 12- Safe Care and Treatment
• Regulation 15- Premises and Equipment
• Regulation 18- Staffing

If you have any concerns regarding infection control at our practice, please contact:

Rachael Heathfield
Infection Prevention and Control Lead
Wye Surgery.

In addition to our free NHS services, we also offer a range of fee-based non-NHS services, including:

• Private sick notes
• Medical examinations for special purposes, eg elderly drivers, new jobs, fitness for sport, immediate treatment after a road traffic accident and fitness to travel
• Completing medical questionnaires for insurance policy claims.

To find out more or make a private appointment please contact our reception.

Wye Surgery Private Services Fee List (pdf)