The procedure for making a complaint about the surgery can be found here:
To make a complaint please download and complete the form below and return it to the surgery.
If you are making a complaint on behalf of another person please complete the complainant consent form below.
If you have concerns about a young person please read the information leaflet below.
The average pay for GPs working in Wistaria and Milford Surgery in the last financial year (2019/20) was £93,094 before tax and National Insurance. This is for 1 full time GP, 8 part time GPs, 2 salaried GPs and 1 locum GP who worked in the practice for more than six months.
Help from Friends of the Practice
Inaugurated in 2003, the Friends of Wistaria Surgery is an independent voluntary organisation whose purpose is to preserve and protect the healthcare of patients and the wider community. The Friends raise funds to buy equipment and to provide support and services for the Surgery that are outside the NHS budget and that directly benefit patients. The Friends raise funds from membership fees, raffles and by organising social activities and provide practical assistance to the Surgery such as help with the annual influenza clinics and maintaining the Surgery’s gardens. In addition, the Friends hold Annual General Meetings, with speakers from the medical profession. All activities take place in the spirit of ‘fun and friendship’ and there is a real sense of working in partnership with the Surgery to promote the welfare of patients. The events are publicised on the Friends noticeboard by the lift in the Surgery’s reception area and on the Friends website.
Members of the Friends can be as involved as they want to be. Many attend the social and fundraising events but do not get involved with the organisation, whereas others like to play a more active part. It is entirely up to the individual. Members who would like to help as a committee member and trustee of the charity are welcome to contact the Friends to learn more.
The Friends also run a Befriending Service which was set up in response to a need identified by the nurses and with the support of the Hampshire Good Neighbours Network. Befrienders offer a ‘listening ear’ to those living isolated lives through ill-health or the loss of a partner. There is a great need for such a service and the ability to meet this challenge is limited solely by the number of volunteers. The Friends are always looking for Befrienders, so if you can spare an hour or two every week or fortnight and feel this is something that you could do, please ring the Friends phone number below and leave a message for the Befrienders Co-ordinator.
Membership application forms are available from the reception desk at the Surgery or if you would like to learn more about the Friends you can telephone 07867 229982 (answerphone), write c/o the Surgery, visit the Friends of Wistaria Surgery website: www.friendsofwistariasurgery.weebly.com or email the Secretary at email@example.com
League of Milford On Sea Hospital & Community Friends
The League of Friends has changed in recent years, with the closure of the beds in the Community Hospital. They still help at various clinics and have organised fitness classes (known as MAPLE) on a Tuesday and Wednesday afternoon, which are very popular. These classes are followed by tea and a chat. There is also a Bathing Service for those who are no longer able to take a bath at home. A Parker Bath, which is easy access, is used. There are helpers available to assist as well. Refreshments are served after the bath.
The League also helps at the Medical Centre with the busy Flu Clinics and serve refreshments in the Hospital. The role of the League of Friends has changed over recent years and much of the new equipment we buy is for use in The Medical Centre, to enable to the doctors and nurses to have more up-to-date diagnostic and treatment equipment. The League also supports Oakhaven Hospice by funding a Clinical nurse Specialist for four years in the Milford, Downton, Everton, Keyhaven and Lymore area. It means that there is now seven day cover.
Any donations to support the League to continue with these much needed services can be sent to the League of Friends at the Hospital and will be placed in the appropriate accounts. We hold three events during the year, Spring Fair, the Garden Party at the Hospital and an Advent Fair and items for sale or prizes and your support for these are very much appreciated. Please support us.
In Times of Bereavement
In the unfortunate event that a person has passed away, there are three things that must be done in the first few days;
- Get a medical certificate from your GP or hospital doctor (this is necessary to register the death)
- Register the death within 5 days (8 days in Scotland). You will then receive the necessary documents for the funeral.
- Make the necessary funeral arrangements.
Register the death
If the death has been reported to the coroner (or Procurator Fiscal in Scotland) they must give permission before registering the death.
You can register the death if you are a relative, a witness to the death, a hospital administrator or the person making the arrangements with the funeral directors.
You can use the ‘Register a Death’ page on the gov.uk website that will guide you through the process. This will also explain the registration process for Scotland and Northern Ireland.
Arrange the funeral
The funeral can usually only take place after the death is registered. Most people use a funeral director, though you can arrange a funeral yourself.
Choose a funeral director who’s a member of one of the following:
These organisations have codes of practice – they must give you a price list when asked.
Arranging the funeral yourself
Contact the Cemeteries and Crematorium Department of your local council to arrange a funeral yourself.
Funeral costs can include:
- funeral director fees
- things the funeral director pays for on your behalf (called ‘disbursements’ or ‘third-party costs’), for example, crematorium or cemetery fees, or a newspaper announcement about the death
- local authority burial or cremation fees
Funeral directors may list all these costs in their quotes.
Infection Prevention and Control Annual Statement
Please click on the link below to see our annual statement.
Nursing Homes and Community Teams
Online Patient Access
To request online access you need to contact the surgery so that we can provide your registration details.
- complete a slip available from reception
- email the surgery (giving us your name, date of birth and whether you consent to receive emails from us) at WHCCG.WistariaPractice@nhs.net
- contact the surgery via the website using ‘Request online access’ on the front page – your online registration details will be posted to your registered address
- If you would like to apply for detailed online access (test results, problems, consultations) then please bring photographic ID eg driving licence, passport.
Once you have your registration details click on the link below to register for Online patient access
Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.
Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything.
To opt out:
- You may opt out at any time by going to https://www.nhs.uk/your-nhs-data-matters
- Please carefully read all the information before you opt out. If you decide you are happy to consent to your data being shared then you do not have to take any action
- If you have any concerns please speak to practice staff
We need to make sure that you know this is happening and the choices you have.
Practice Philosophy & Charter
The Practice Team at Wistaria & Milford Surgeries are committed to providing the highest standards of Primary Care in a calm and caring environment. The wellbeing of our patients is our highest priority.
We aim to provide a service that endeavours to treat each patient as an individual, taking into account their cultural, spiritual and social needs.
We seek to promote a high standard of evidence based holistic care. Our Practice Team encourage and support our patients in taking an interest in their own health throughout their lifetime.
Wistaria & Milford Surgeries – our values and principles
Our core values and principles which guide us are:
Patient-centred: Each patient’s individual needs and experience are our first consideration and at the heart of everything we do.
Quality: To provide the highest possible standards of evidence based care and treatment to patients with diversity, equity and equality of access.
Premises: To provide our patients with a clean, modern, accessible and safe environment when they visit us.
Ethical: To work within an ethical frame work at all times through a policy of openness and transparency.
Innovation: To continually innovate to bring about change for the wellbeing of our patients as far as financial resources allow.
Teamwork: To work together and support each other for the benefit of our patients.
Staff: To invest in the development of staff to provide a highly skilled work force. Our staff are expected to display compassion, courtesy, professionalism and integrity in all their dealings with patients & their families and with each other.
We undertake to:
- Treat you with respect, dignity and courtesy at all times.
- Provide a caring environment in which the wellbeing of our patients be of highest priority, with special regard to their dignity.
- Treat each patient as an individual, taking into account their cultural, spiritual and social needs
- Provide you with advice and treatment in a timely manner close to home.
- Promote a high of holistic, evidence based care.
- Continually review our practice and adjust this where indicated, keeping up to date with developments in health care by continuing to learn.
- Ensure efficient use of resources and be financially sustainable
- Help you make decisions about your health by treating you as an individual.
- Discuss what treatment options are available and refer you on as necessary and appropriate.
- Act as your advocate and guide, when you need health and social services.
- Maintain confidentiality in what we discuss and the records we keep on your behalf.
In return we ask you to:
- Respect our staff; they always try to do their best for you.
- Keep your appointment, or let us know as soon as possible if you are unable to attend.
- Only use the out-of-hours services for urgent conditions which can’t wait until the next day or until after the weekend.
- Let us know if you have any suggestions or cause for complaint as soon as possible.
- Please let us know when we have done well.
Confidentiality & Medical Records
You can be assured that anything you discuss with any member of the surgery staff, whether doctor, nurse or receptionist, will remain confidential. Even if you are under 16, nothing will be said to anyone, including parents, other family members, care workers or teachers, without your permission. The only reason why we might want to consider passing on confidential information without your permission would be to protect either you or someone else from serious harm. In this situation, we would always try to discuss this with you first.
If you have any worries or queries about confidentiality, please ask a member of staff.
If you would like to discuss matters of a confidential nature, either with our receptionists, we have a side room available in reception for this purpose.
In order to provide the right level of care, we are required to hold personal information about you on our computer systems and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Confidentiality and Personal Information
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstance you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends or spouses unless we have prior written consent, and we do not, leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details about our patient information leaflet. An appointment may be required. In some circumstances a fee may be payable.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please write to the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
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.
For further information visit the NHS Care records website