When you contact the surgery, the patient coordinator will triage your request and an appropriate appointment will be offered. Our practice coordinators are triage-trained and will ask for details about your problem to allow you to be seen by the most appropriate clinician. This information will be treated with the utmost confidentiality. Please give the co-ordinator enough information about your medical problem to be able to do this.

At Eltham Medical Practice, every patient is assigned a Named GP, who is one of our GP Partners. This is an administrative role to ensure you have a clinically accountable doctor responsible for overseeing your care. However, we do not operate personal GP lists, meaning you are not restricted to seeing only your Named GP.

You are welcome to request an appointment with your preferred GP, whether or not they are your Named GP. If they are available, we will do our best to accommodate your request, as we believe continuity of care is important for managing ongoing health conditions and building a strong doctor-patient relationship. However, for urgent medical issues, it may not always be safe to wait for a specific doctor, and you may need to see the next available GP to ensure you receive timely care.

Our priority is to provide safe, high-quality care while offering flexibility in how you access our services. If you have any questions about your Named GP or wish to see a particular doctor, please speak to our reception team.

Home Visiting Policy – Eltham Medical Practice

Introduction

Eltham Medical Practice is committed to providing high-quality care to our patients, both at the surgery and in their homes when clinically necessary. Home visits are available for patients who are genuinely housebound due to illness or disability and cannot safely attend the practice.

Home Visiting Team

At Eltham Medical Practice, we have a dedicated Home Visiting Team that carries out most home visits. This team consists of experienced healthcare professionals who assess patients in their own homes and provide necessary care. In most cases, you will be visited by a member of this team rather than a GP. Following the visit, the case is discussed with a GP, who will determine if any further action or follow-up care is needed.

When to Request a Home Visit

Home visits are reserved for patients who are physically unable to leave their homes due to a medical condition. Attending surgery is the best option for most patients, as we have better facilities and can provide more comprehensive care.

Please request a home visit before 10 AM so we can allocate resources appropriately. Requests received later may need to be scheduled for the following day unless they are deemed urgent.

Who Qualifies for a Home Visit?

Home visits are appropriate for:

• Patients who are terminally ill.
• Patients who are bedbound and unable to move.
• Patients who have severe mobility issues that prevent them from attending the surgery.

Home visits are not provided for:

• Patients who have transport difficulties.
• Routine review appointments.
• Mild or self-limiting conditions that could be managed at the surgery or with self-care.

How to Request a Home Visit

To request a home visit, please call the practice on 0208 850 5141 as early as possible. The care coordinators will ask for details about the patient’s condition to allow the doctor to assess the urgency of the request. A doctor may call back to gather more information or provide advice over the phone.

Urgent Home Visits

If an urgent home visit is required, please contact the practice immediately. In cases of life-threatening emergencies, such as suspected strokes, heart attacks, or severe breathing difficulties, please call 999 directly.

Alternative Services

If a home visit is not appropriate, other options may be available, including:

• Community services: Some patients may be eligible for a home visit from a district nurse or other healthcare professionals.
• You may also be visited by a specialist community team, such as the COPD team or diabetes team, depending on your condition and ongoing care needs.
• NHS 111: For medical advice when the surgery is closed, NHS 111 can offer guidance on appropriate care.

Summary

We strive to ensure our patients receive the right care in the right place. While home visits are available for those who truly need them, attending the practice remains the best option for most medical issues. Please help us use our resources effectively by only requesting home visits when necessary.

For further information, please contact Eltham Medical Practice

Home Visit Checklist

Before requesting a home visit, please consider the following:

• Can you safely attend the surgery? We have better facilities and can provide a more comprehensive assessment.
• Is your request urgent? If it is life-threatening, please call 999 immediately.
• Have you considered other options such as NHS 111, a pharmacist, or a community nurse?
• Do you meet the criteria for a home visit (e.g., terminal illness, bedbound, severe mobility issues)?
• Can a friend, relative, or carer help bring you to the surgery?
• For more information, please contact the surgery.

Our extended hours are on the following days until 7:45 PM:

Tuesdays at Westmount Surgery

Thursdays at Passey Place Surgery

Every fourth Saturday at Passey Place

Please note: the surgeries are not available for walk-ins. These are pre-bookable only.

Eltham Medical Practice is proud to be a training practice, which means you may be offered the opportunity to consult with a qualified doctor in further training with us or have one present during your appointment with your own doctor. If you would prefer a consultation without a trainee present, please let us know, and we will ensure your preference is respected.

GP Trainees

GP trainees are fully qualified doctors who have chosen to specialise in General Practice. As part of their professional development, they complete a minimum of six months of ‘on-the-job’ training at Eltham Medical Practice. Throughout this time, they are closely supervised by our experienced Partners to ensure they receive the support they need while providing you with high-quality care.

Medical Students

Our practice serves as a community teaching site for King’s College London School of Medicine and Imperial College School of Medicine. As part of their education, medical students may attend consultations, with your prior consent, to observe and learn under the supervision of one of our doctors or nurses. This hands-on experience allows students to develop their skills, gain a deeper understanding of patient care, and hear directly from patients about their healthcare experiences. We deeply appreciate your contribution to their learning process and the future of medicine.

By participating in the training of the next generation of healthcare professionals, you are helping to shape the future of medical care while receiving the high-quality care you deserve.

You are welcome to request to see a particular GP, though you may have to wait longer to see the GP of your choice.

Eltham Medical Practice is committed to providing a safe, respectful, and professional environment for all patients and staff. During certain physical examinations or procedures, you may be offered the presence of a chaperone.

A chaperone is a trained member of our team — such as a Practice Nurse, Health Care Assistant, or specially trained receptionist — who is familiar with the procedure and is present to provide reassurance, ensure comfort, and protect the dignity of both patient and clinician. Their role also includes acting as an impartial observer and raising any concerns if needed.

You are welcome to request a chaperone at any time during your consultation. If a chaperone is not immediately available, your appointment may be rescheduled to ensure one can be present.

While you may attend your appointment with a friend or family member for support, they cannot act as a formal chaperone. This is because a chaperone must be impartial, clinically trained in the role, and understand the boundaries and professional responsibilities required to safeguard both the patient and clinician.

If you have any concerns or specific needs, please inform our reception team when booking your appointment, or speak to your clinician during your consultation.