Practice leaflet
Reviewed by Leanne Myers: 22.12.2023
Welcome to Wonersh Surgery
Welcome to Wonersh Surgery which is situated in the centre of Wonersh village. We have prepared this leaflet to provide you with information about the practice and the services we offer. We welcome new patients who reside within the practice boundary. There is a car park at the rear of the surgery which is reached by driving through the archway. Please note there is a one way system for safety reasons.
Opening Times
Monday
8.00 am – 12.30 pm
1.30 pm – 6.00 pm
Tuesday
8.00 am – 12.30 pm
1.30 pm – 6.00 pm
Wednesday
8.00 am – 12.30 pm
1.30 pm – 6.00 pm
Thursday
8.00 am – 12.30 pm
1.30 pm – 6.00 pm
Friday
8.00 am – 12.30 pm
1.30 pm – 6.00 pm
The Practice Team
Doctors
Partners
Dr Susan Bodgener
BSc MBBS (London 1992) DRCOG MRCGP
Dr Debra Harper
MBBS (London 1996) DRCOF DFFP MRCGP
Dr Timo Rinttila
MBBS MRCGP
Dr Sophie Norris
MBBS MRCGP DCH DRCOG
Dr Andrew Welch
Associates
BSc BM MRCGP PGCert
Dr Charlotte Hatrick
MA MBBS DRCOG MRCGP
Dr Sian Jones
MBBS (London 1985) DCH DRCOG DFFP
Dr Angela Osborn
BEng BM DFSRH DRCOG MRCGP
Dr Rebecca Jackson
BSc (Hons) MBBS MRCGP
Dr Sarah Piggott
BMBS RCGP
Physiotherapist
Provides initial assessments to refer onto other services for further treatment.
Pharmacist
Provides structured medication reviews and Warfarin testing
Paramedic Team
The Paramedic team work as part of the clinical team with the Doctors and undertake consultations including minor illness and home visits.
Practice Nursing Team
Our Practice Nursing Team has surgeries each day. Call the surgery on 01483 898123 to make an appointment. Among their duties they carry out injections, blood tests, immunisations, ear syringing, removal of sutures and dressings. Our Practice Nurses also specialise in asthma, travel advice, immunisation, Warfarin testing and family planning.
District Nurses
District nurses provide nursing care to housebound patients and offer support and advice to relatives and carers. The district nurses can be contacted on 0300 303 4739.
Care Coordinator
Care co-ordinators help to co-ordinate and navigate care across the health and care system, helping people make the right connections, with the right teams at the right time. They can support people to become more active in their own health and care and are skilled in assessing people’s changing needs. Care co-ordinators are effective in bringing together multidisciplinary teams to support people’s complex health and care needs.
Health Visitor
The principal role of health visitors is that of family support .They are involved with child health and development, which includes social and emotional aspects. They will refer and liaise with a range of statutory and voluntary agencies as necessary e.g. GP’s, Practice Nurses, Audiologist, Social Services, Play groups. Support groups for parents and clinics are held regularly each month and home visits are offered to all families with newborn babies. The Health Visitors are based in Cranleigh Health Centre. Their phone number is 01483 782440.
Midwives
The midwives work in the community and on the labour ward. They hold ante-natal clinics and run ante- natal classes every month at the Royal Surrey County Hospital. They can be contacted by leaving a message for them at St Catherine’s Ward at the Royal Surrey County Hospital 01483 571122. Appointments at the surgery are made by ringing 01483 898123.
General Practitioner Training Scheme
Wonersh is a teaching practice and we have GP Registrars attached to the practice for the General Practice part of their training. These doctors hold surgeries, make home visits, help in clinics and take part in the emergency rota. One of the partners supervises the registrars at all times and is available for advice, if necessary. In addition, we occasionally teach medical and nursing students. As part of their training they find it very valuable to sit in on clinics or to perform consultations which would then be checked by a GP. Your permission will always be asked before a student is present during your consultation.
Receptionists
Our Receptionists are usually your first contact during surgery hours. They will assist you when making routine and emergency appointments, help answer you’re many and varied questions or direct you to an appropriate member of staff. You can speak to any of our staff in absolute confidence. They wish to help you receive the best possible service from the practice.
Patient Registration
New Patients
To register with the practice you can do this via our website or you can come into the surgery where you will be asked to complete a registration form and bring your passport or a photo ID driving licence together with a recent utility bill, stating your permanent residence. You will also need to complete a New Patient Questionnaire. Patients aged 40-74 years will need to attend a New Patient Health Check.
Named Accountable GP
All patients are allocated a named GP, who is responsible for their overall care at the practice. This is referred to as your ‘Usual GP’. You should be informed of your ‘Usual GP’ when you register. Please be aware that this does not affect your ability to make an appointment with any of the GP’s in the practice of your choosing. We will make reasonable efforts to accommodate requests to change Usual GP.
Appointments
If you would like to request a routine appointment with a clinician you can request this via the website so that your request can be triaged, alternatively you can telephone the surgery on 01483 898123 and the reception can complete a form on your behalf. The online forms are switched off at 12h30 Monday to Friday as triage and allocating appointments is done in the mornings. The website forms to request appointments are not available on weekends and bank holidays.
Triage Service. All requests for appointments with the clinical team are triaged via the website forms, either completed by the patient, parent, carer or by the reception on behalf of the patient.
Face to Face Appointments are normally ten minutes and this allows for only one condition to be dealt with during this appointment. These appointments are only allocated where the triaging clinician feels that there is a clinical need.
Telephone Consultations are available to speak to a doctor, but do not need a face to face consultation. This is subject to availability.
Remote / Digital Consulting is used where enough information is obtained via the form submitted and in some cases this may require a picture to be uploaded.
Emergency Appointments are available on the day with the Duty Doctor. This service is for matters that require urgent attention and not routine ongoing medical conditions. Emergencies that arise in the afternoon will be triaged by the Duty Doctor.
Appointments are for one person only. You may be asked to make another appointment if you present with multiple problems. Please arrive in good time for your appointment.
Cancelled Appointments
Please contact the surgery or use the online service to cancel an appointment if you are unable to attend or no longer require an appointment. Your appointment can then be offered to another patient.
Home Visits
Requests for visits should be made before 10:00 am if possible so that the doctors can plan their visiting time more efficiently. Be prepared to supply the receptionist with a name, address, telephone number and brief description of the problem so that requests can be given the necessary priority. Please do not ask the doctor to visit unless the patient is genuinely too ill to come to the surgery – a doctor can generally see four or five patients in surgery in the time it takes for one home visit. The doctor may contact you on the appropriateness of the visit.
Out of Hours
If you need to contact a doctor or need medical advice after 6.30pm Monday to Friday, weekends or Bank Holidays, please call the NHS 111 service by dialling 111. (free service from landlines and mobiles). A trained operator will take details and pass you to the most appropriate NHS service to meet your needs. If you need to contact a doctor between 6.00 pm to 6.30 pm Monday to Friday please call Care UK on 01306 267113.
Clinics at the Surgery
The following clinics are run at the surgery:
Phlebotomy
Asthma and Spirometry
Warfarin monitoring
Travel Immunisation
Childhood and Adult Immunisations
Flu Clinics
Ear syringing
Dressings and removal of sutures
Cervical Smears
Chronic Heart Disease and Chronic Obstructive Airways Disease
Family Planning
Diabetes
Cryotherapy
Minor Operations
NHS Health Checks
General Information
Chaperones
You are entitled to ask for a chaperone to be present during intimate examinations. If you would like the practice to provide a chaperone, please ask reception at the time of booking.
Accessible Information Standards (AIS)
The AIS aims to ensure that people who have a disability, impairment or sensory loss receive information that they can access and understand. If you have any information or communication needs please let us know so that we can make any necessary arrangements to assist you.
Interpreters
Both language interpreters and interpreters for the deaf are available. As the arrangements can take time to set up, appointments will need to be booked in advance. This service may be via telephone or video with very limited access to face to face interpreters. This service is not contracted by the practice.
Disabled Access
Disabled parking and wheelchair access is at the rear of the surgery. Consulting rooms are available on the ground floor, Please let reception know if you require any assistance when booking an appointment.
Telephone Messages
If you wish to speak to a particular doctor by phone, please leave a message with reception. The doctor will endeavour to ring you back as soon as possible, however some Doctors are part time so they may take several days to call you back.
Test Results
For results please call 01483 898123 after 11.00 am or these may be requested via the website
Repeat Prescriptions
Requests for repeat prescriptions can be made by returning the tear- off slip attached to your last prescription, using our online request service or electronically (EPS). We do not take requests for repeat prescriptions over the phone. Please order repeat prescriptions in good time and allow 3 full working days for your prescription to be prepared. Remember to allow extra time at weekends and Bank Holidays when the surgery is closed. Local pharmacies offer delivery services if these are of interest.
The Electronic Prescription Service (EPS) is an NHS service which enables you to send your repeat prescription to the pharmacy of your choice, where you live, work or shop. To use this service you need to nominate a place for the surgery to electronically send your prescription to. You can arrange this by filling in a form at your pharmacy or in the surgery.
Sickness Certificates
For any illness lasting seven days or less you can self certificate. For any illness lasting longer than this you will need to see a doctor to obtain a ‘Fit for Work’ statement and for any subsequent renewal of the note.
Carers (Do You Look After Someone?)
If you are a ‘carer’, (that is a person who provides regular unpaid help for family members, friends or neighbours who are sick or disabled), then the surgery has a service to support you. For more information, please enquire at reception for a Carers Registration Form.
Change of Personal Details
If you change your name, address or telephone number please give full details at reception, including your post code and mobile number. If you move outside our area, you will need to find a doctor in your new area. Primary Care Support England will help you if you experience any difficulties. Please inform us if you go abroad for more than three months. You may need to re-register on your return to the area.
Confidentiality and Medical Records
Your medical records will be treated as confidential and will not be discussed with anyone other than healthcare professionals within the practice without your permission. The practice complies with the Data Protection Act and Access to Records Act. All Reception and administrative staff are bound by the same rules of confidentiality as medical staff.
Access to Records
In accordance with the Data Protection Act 1998, and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the Practice Manager and an administration fee may be payable. No information will be released without patient consent, unless we are legally obliged to do so.
Patients can now view various aspects of their medical record online. These include immunisations, allergies, test results and coded details e.g. medical conditions. Please ask at Reception for an information leaflet. Patients will be required to provide ID to view information online.
Freedom of Information
The practice conforms to the requirements of the Act and has produced a Publication Scheme. All requests for such information should be made to the Practice Manager.
Complaints, Comments and Suggestions
We welcome your comments and suggestions about any aspect of the service we offer you. Please address any suggestions to the Practice Manager or leave in the Feedback/Suggestion box in Reception.
We make every effort to provide the best service possible to patients. However, if you feel that you have a genuine cause for complaint we wish to know so that we can investigate and settle the matter as quickly and amicably as possible. If you wish to make a complaint please contact the Practice Manager who will deal with your complaint appropriately. Reception have a leaflet explaining our complaints procedure.
Violence / Abuse Policy
The practice supports the NHS policy of zero tolerance. Anyone who attends the surgery and abuses GP’s, staff or other patients either verbally, physically, or in any threatening manner, will risk removal from the practice list. In extreme cases we may call the police to remove offenders from the practice premises.
Our Responsibility to You & Your Responsibility to Us
Our Responsibility to You
Respect – All patients will be treated with respect, kindness and dignity, irrespective of ethnic origin, cultural beliefs, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
Waiting Times – An appointment system runs in the Practice. Surgeries and clinics will normally start on time and we aim to see you within 30 minutes of your appointment time or provide you with an explanation of the delay.
Access – In case of emergency you will have access to a doctor ‘on the same day’ of phoning. Home Visits can be arranged for those who are too ill or infirm to be brought to the surgery.
Information/Health Promotion: We will give you information about the services we offer and provide patients with advice on self-help they can take to promote good health and avoid illness.
Confidentiality – Your medical records will be treated as confidential and will not be discussed with anyone other than healthcare professionals within the practice without your permission. The practice complies with Data Protection and Access to Records Act.
Your Responsibility to Us
Respect – We ask that you treat Doctors and Practice Staff with the same courtesy and respect you would like to receive.
Contact Details – Please advise us if you change your name, address or telephone number.
Appointments – Please attend appointments that you have made. If an appointment is no longer needed or you need to re-book, please let us know in plenty of time so that your appointment can be given to another patient.
Please only ask for home visits if you are too ill to come to the surgery.
Please keep your phone calls brief and avoid calling back during the peak early morning period for non urgent matters/test results.
Non NHS Services
Where patients require non NHS services a fee will be charged. These services include private certificates, medical examinations for insurance companies, employment, driving and HGV licences. Please ask Reception for current charges. Doctors also provide reports for insurance companies, private medical claims and solicitors.
Mission Statement
Wonersh Surgery is a long established medical practice committed to providing high quality family doctor services to Wonersh and the surrounding villages. We aspire to maintain the ideals of traditional family medicine, namely a holistic approach with continuity of care.
We strive to deliver a courteous, prompt and helpful service which is safe, evidence-based and cost-effective to the NHS. We endeavour to work co-operatively with our patients to achieve these aspirations.
The practice team has a long history and strong ethos of teaching and training, and is fully committed to continuing professional development of all its members both clinical and administrative.
Our Core Values
Putting patients at the heart of everything we do.
Treating our patients with dignity and respect.
Providing the highest standards of care and treatment.
Operating within an ethical framework through openness and transparency.
Trust, confidence and competence.