Frequently Asked Questions

We work with a group of practices within the Primary Care Network (PCN) and visits are done by a paramedic.

You can book an appointment by using Patient Access, please do not email or fax an appointment request. If you are unable to book then call us on 0121 706 1129 / 6666.

Appointments can be booked 24 hours a day 7 days a week online or during surgery hours by telephone. To register for online appointments please fill out our online form or request access from the reception on your next visit.

If you have been referred for a Choose and Book Appointment recently, you will need to book your own hospital appointment. You will have been sent the paperwork to do this within 2 weeks. Please contact the appointment centre details on section 2 on the enclosed paperwork and give details of both your reference number and password. You should then be able to arrange an appointment at your convenience at your chosen hospital.

Should you contact the e-referral service and there are no appointments available to book at your selected hospital, you will be put on that hospital waiting list for an appointment to be sent to you. It is the hospital’s responsibility to ensure you receive an appointment. Please be assured that you are on the hospital waiting list and will be sent an appointment in due course.

If you have not heard from the hospital with an appointment, please contact the hospital directly quoting your reference number and password. Please see the direct telephone numbers for the hospitals as below as they manage their own waiting lists.

Birmingham Eye Hospital – 0121 507 6712

Birmingham Treatment Centre – 0121 507 4151

Birmingham Women’s Hospital – 0121 627 2786

Children’s Hospital  – 0121 333 9700

Solihull/Heartlands – 0121 424 1234

Royal Orthopaedic Hospital – 0121 685 4186

Queen Elizabeth Hospital – 0121 371 7066

To track your e-Referral you will need the following details to log into the e-Referral website:

Your date of birth

Reference number – this will be on the first page of your letter

Password – this will be on the last page of your letter

Please make sure to update your mobile number.

If your long-term medication has been approved on a repeat prescription basis you can order in a number of ways:

In person – drop your computerised repeat slip in at reception having clearly marked the required items.

By post – send it to us remembering to enclose a stamped addressed envelope if you want us to post it back to you.

Online – register for our online services and order via the link at the top of this page

The Electronic Prescription Service (EPS) – see below

Please note that requests for medication cannot be accepted over the telephone unless a patient is housebound.

Please allow two full working days for prescriptions to be processed and remember to take weekends and bank holidays into account. Patients using the postal service should allow longer.

The Electronic Prescription Service (EPS)

If you collect your repeat prescriptions from your GP you will not have to visit the Practice in future. Instead your GP will send it electronically to the chemist you choose, saving you time.  Please ask at reception and pick up a leaflet for details of the service or click on link https://www.patientaccess.com/

Medication Reviews

Patients on repeat medication will be asked to see a doctor, nurse practitioner or practice nurse at least once a year to review these regular medications and notification should appear on your repeat slip. Please ensure that you book an appropriate appointment to avoid unnecessary delays to further prescriptions.

We always try to give a good service but sometimes things go wrong. You can help us make changes by telling us about what is wrong and how you would like us to put it right.

You may want to complain about:

• A service
• Any action, attitude or behaviour of a member of staff which has affected you or someone close to you

Please get in touch with Julie Wallis, the Practice Manager, if you need help or support in using our procedure, or if you need the information in another format.

Patient Complaints Procedure

Complaint Form

Patient Complaint Form – Third Party Consent

Patient Advice and Liaison Service

https://www.nhs.uk/common-health-questions/nhs-services-and-treatments/what-is-pals-patient-advice-and-liaison-service/

Victoria Road Surgery takes the protection of our patient’s data and privacy very seriously. we have gone to great lengths to ensure we are fully compliant with GDPR legislation.

Read Our Privacy Policy

Monday 8:00am – 6:30pm
Tuesday 8:00am – 6:00pm
Wednesday 8:00am – 6:00pm
Thursday 8:00am – 6:30pm
Friday 8:00am – 6:00pm

Telephone Times:
Monday 8:30am – 6:30pm
Tuesday 8:30am – 6:00pm
Wednesday 8:30am – 6:00pm
Thursday 8:30am – 6:30pm
Friday 8:30am – 6:00pm

List of useful links and phone numbers

• QE  Main switch – 0121 371 2000
• QE Appointments – 0121 371 7070
• QE Imagining Appointments – 012 1 371 4695
• ROH Switch Appointments – 0121 685 4000, 0121 685 4186
• Children’s  main Appointments – 0121 333 9999, 0121 333 9700
• Women – 0121 427 1377
• Social services – 0121 303 1234
• Birmingham Carer Hub – 0333 006 9711
• Mon, Tues, Thurs & Fri: 8.45am-5.15pm  Weds: 8.45am-7pm
• Yewcroft / Quinton Carers Group – The Kenrick Centre Mill Farm Road
• Monthly 2nd Wednesday of each month – Harborne  0300 304 5530  or Michelle Long 07392 319482
• Longbridge Carers Group – Longbridge Health & Community Centre, 10 Park Way 0300 304 5530 or Michelle Long 07392 319482 Health & Wellbeing Carers Group Monthly 2nd Thursday of each month – Michelle Long 07392, 319482
• Creative Support – 88 Bristol Road South Northfield
• alt. Wednesdays 2-3pm – 0121 476 4349 Birmingham.hob@creativesupport.org.uk
• Looking Forward – Term time only
• (Parent and Carer Support Group) – 17 Victoria Road Harborne
• Fortnightly, Thursdays 10-11:30 – info@cpmids.org.uk
• National Autistic Society, Monday Thursday 10-4 Friday 9-3 – 0808 800 4104
• National Dementia & Alzheimer’s Helpline – 0300 222 11 22
• Ring and Ride – 0330 053 8135
• Autism West Midlands – 0121 450 7582 / 0303 03 00 111
• Silverline-Helpline for older people – 0800 4 70 80 90
• Age UK – 0800 055 6112
• Age Concern – 0121 362 3650
• info@ageconcernbirmingham.org.uk
• Citizens Advice – 0344 411 1444 
• www.citizensadvice.org.uk
• National Debtline – 08088084000
• www.nationaldebtline.co.uk
• CRUSE Bereavement Care – 0808 808 1677
• Citizens Advice Bureau – 03444 111 444
• MIND – 0300 123 3393
• Dementia Awareness – 0121 466 6000
• Samaritans – 0121 666 6644
• Birmingham Healthy Minds – 0121 301 2525

At Victoria Road Surgery we treat our patients with respect and dignity and do not discriminate against them in any way, on the grounds of age, sex or sexual orientation, colour, race, ethnic background, disability, religion or religious or philosophical belief.

Physical violence and verbal abuse is growing concern.  Doctors, nurses and other practice staff have a right to care for others without fear of being attacked or abused.  We ask that you treat your doctor and practice staff properly, without violence or abuse.  We strongly support the NHS policy on Zero Tolerance.

Any patient either phoning or attending the Practice who abuses any staff member or patient, be it verbally, physically or in any threatening manner whatsoever will risk removal from the Practice list.

In addition to our normal surgeries we run a number of specialist clinics:

Antenatal – This clinic is run by the midwife.  If you become pregnant you will be given an appointment at which the midwife will ask you a few questions and carry out some general health checks.  You will be seen regularly throughout your pregnancy by the midwife.  Ideally, at least 3 months before coming pregnant, you should stop smoking, start taking folic acid (available from pharmacies) and ensure that you are up to date with your Rubella vaccination.

Long Term Condition Management : Asthma or COPD / Coronary Heart Disease / High Blood Pressure (Hypertension) / Diabetes –  Annual review appointments with either the doctor or practice nurse to offer patients advice and plan future care.

Child health and immunisation – All babies are invited for a 8 week postnatal medical check with a doctor.  Immunisations start at 8 weeks; Immunisation information can be found on www.nhs.uk

Contraception/Family Planning – There are various forms of contraception and you can discuss the different options with either a practice nurse or a doctor.

Smoking Cessation – Counselling and medication is available to support your attempt to stop smoking.  It is important to keep your appointments for the full course of treatment.  For online information, advice and support contact www.smokefree.nhs.uk or call Smokefree 0300 123 1044

Health Check – You can book a NHS Health Check if you are aged between 40 to 74 and are not already on a disease register.  Patients will be helped to better understand their risk of developing heart disease, stroke, diabetes or kidney failure, and the adjustments required to their lifestyle to reduce such risk and ensure longer healthier lives.

Weight – We can help you to try and lose weight by offering a weight management programme in which medication may form part of the treatment.

Travel – If you are travelling abroad and think you may need to be vaccinated for Diphtheria/Tetanus/Polio (DTP); Typhoid; Cholera or Hepatitis A&B please book an appointment with the practice nurse allowing at least 6 weeks prior to your departure date.

Minor Surgery – A doctor is able to excise a variety of superficial lesions.

Flu Vaccinations – Please ensure if you are in one of the ‘at risk’ groups you have a flu vaccination annually:

·         65 years or over

·         Heart problems

·         Asthma or COPD

·         Kidney disease

·         Liver disease

·         Diabetes

·         Stroke

·         Impaired immunity

·         Pregnant women

·         Carer

The practice offers some services that are not covered by the NHS, for example certain travel vaccinations, medical reports and certificates and may attract a fee.

From 1^st May 2016 the practice has to charge VAT on certain non-NHS fees.  The policy suggested by HM Customs & Excise is that VAT is not chargeable on areas where this protects, maintains or restores the health of an individual.  Therefore VAT of 20% will only apply to medical services primarily to enable a third party to take a decision, e.g. a pre-employment medical.  Services linked to the health care of a patient are currently exempt from VAT.

Examples of Non-NHS services where VAT is chargeable:

·         Accident/sickness insurance certificates & reports

·         Certain travel vaccinations

·         Private medical insurance reports

·         Medicals for HGV/Taxi/PSV

·         Elderly Driver Medicals

·         Holiday cancellation forms

·         Driving Licence forms

·         Shotgun Certificate Verification

The Urgent Primary Care Service at Solihull Hospital will provide an urgent ‘see and treat’ service for patients with minor illnesses. This service will see patients without a prior booked appointment although patients are advised to call 111 before attending as alternative services are available. Patients will need to report to the Urgent Primary Care reception located next to the existing Minor Injuries Unit.

Modern Slavery Statement

Our Health Partnership – Modern Slavery Statement

Section 54 of the UK Modern Slavery Act (2015) requires commercial organisations operating in the UK with an annual turnover in excess of £36m to produce a ‘slavery and human trafficking statement for each financial year of the organisation’.

Organisational Structure and Business

Our Health Partnership is one of the UK’s biggest GP partnerships. It brings together 52 surgeries in the Midlands and Shropshire. By using our shared expertise to tackle the challenges of GP practice today, we can keep local surgeries thriving and provide the excellent care that our patients need now and into the future.

Our approach to slavery and human trafficking

We are committed to tackling modern slavery within every part of our business and its supply chains. Our Anti-slavery statement, in combination with the establishment of effective policies, demonstrates our commitment to the issue of modern slavery and ensures that appropriate and coordinated action is taken throughout the business.

Due diligence

We have taken action to understand and address the risks of modern slavery within our operations, including:

The development of robust processes around whistleblowing, grievance, disciplinary and bullying and harassment policies, to provide both staff and patients with assurance that modern slavery concerns will be raised and dealt with appropriately

Staff training and increasing awareness of modern slavery, on how to spot signs and raise complaints within the organisation, and monitoring the delivery of this training to staff

Putting in place Strict standards for conduct in the workplace, mirroring the NHS code of conduct, as referenced within our staff handbook and code of conduct policy

Ensuring inappropriate employment practices are avoided by adhering to our Illegal Working Prevention, DBS, and Recruitment policies, to ensure identity checks, DBS, qualifications and references are in place

Continued development of policies around safeguarding.

Earlier in the year NHS England and NHS Clinical Commissioners also published guidance on ‘Items which should not be routinely prescribed in primary care’ and subsequently the Birmingham and Solihull CCG policy was produced. Medicines included in the policy are:

Co-proxamol

Dosulepin

Glucosamine and chondroitin

Herbal treatments

Homeopathy

Immediate release fentanyl

Lidocaine plasters

Liothyronine

Lutein and antioxidants

Once daily Tadalafil

Omega-3 fatty acid compounds

Perindopril arginine

Prolonged release doxazosin

Rubifacients (excluding topical NSAIDs)

Targinact – Oxycodone and naloxone combination

Tramacet – paracetamol and tramadol combination

Trimipramine

Vaccines administered exclusively for the purposes of travel (see list in policy)

NHS England Guidance:https://www.england.nhs.uk/medicines/conditions-for-which-over-the-counter-items-should-not-routinely-be-prescribed/ 

Birmingham and Solihull CCG policy: Generic commissioning policies :: NHS Birmingham and Solihull

Victoria Road Surgery

All fees must be paid in advance before the work is done. There is no refund in case of dissatisfaction with the doctor’s professional opinion. Factual corrections can be made following discussion with the doctor.

All reports to third parties outside of the NHS will require patients consent in advance.

Fitness to Travel £30

Fitness to participate :

·         Sport / Gym – £30

·         Examination Illness – £20

Holiday Cancellation : Insurance – £30

Private Sick Note – £20

HGV/Taxi Full Report – £150

HGV/Taxi Basic Report – £50

Firearms Licence – £100

General letter (To whom it may concern) – £30

Copy of medicines for travel – Free

Fostering / adoption assessment and form – £130

General medical examination and report – £150 adult / £130 child

Travel Vaccination (Non NHS) – per injection

Hepatitis B- Adult – £40

Hepatitis B – Child – £35

We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required.  A chaperone may be a family member or friend.  Alternatively you may prefer a formal chaperone in which case a trained member of staff can be present.

We ask you to make a chaperone request when booking your appointment so that arrangements can be made and your consultation is not delayed.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.