For Wallington Family Practice
I am a Wallington Family Practice patient. How does this change affect me and my care?
As a patient at the Wallington Family Practice, the service you receive will not change. On 1 July we will be merging with Carshalton Fields Practice and increasing the size of our clinical team. Staff and clinicians from Carshalton Fields will be transferred to the Wallington Family Practice – this will bolster the service we provide and improve services for all patients.
The Wallington Family Practice appointment system is a real challenge. What will you be doing to improve this?
We recognise that the recent changes to Wallington Family Practice’s appointment system have presented some challenges for patients. We appreciate your patience and feedback during this transition. We have implemented a similar appointment system at Carshalton Fields and the lessons learned from that experience will help us to make the necessary improvements to the appointment system at Wallington Family Practice. We want to ensure a smoother, more efficient process for all our patients.
How many patients are moving over to Wallington Family Practice? Are you increasing clinical staff capacity with this merge?
Approximately 4,000 patients, along with key members of the clinical team, will transfer to Wallington Family Practice as part of this merger.
CQC Rating
Carshalton Field’s Practice CQC rating is good, but Wallington Family Practice CQC rating requires improvement. What are your first priorities to improve this rating?
We are keen to improve our CQC rating. Our priorities are to integrate care for the merged organisation in a safe way. We want to improve our rating working with colleagues across South West London Integrated Care Board to support both the improvements needed now, and set out in the action plan, as well as any issues that arise after the merger.
Registering for Carshalton Fields
How does the online triage system work for Carshalton Fields patients now that you are merging with Wallington Family Practice?
Wallington Family Practice operates a triage system that is very similar to the one used by Carshalton Fields. As we merge, you should see very little difference in how the system works.
Will you have clear instructions for Carshalton Fields patients on where to go when visiting the Jubilee Health Centre for the first time?
We are working with the other tenants of Jubilee Health Centre to improve the overall signage within the building. Areas occupied by Wallington Family Practice are generally marked in green. When visiting the Jubilee Health Centre, you will see a designated reception desk for Wallington Family Practice. Please speak to the receptionist upon arrival and they will share directions of where you need to go.
How are you reaching the housebound with this merge – it’s very difficult for them to re-register or receive information digitally?
The practices will work with the Primary Care Team at NHS South West London ICB to identify and support vulnerable and housebound patients with this change – please contact your practice if you need this support.
Will all my medical records transfer over with me to Wallington Family Practice or will I need to re-register?
Registered patients do not need to take any action and the change will not affect your registration. For those patients registered with Carshalton Fields Surgery the patient records will transfer over to the Wallington Family Practice once the contracts have merged.
How many patients are registered at Wallington Family Practice and how will this affect my care?
The merger will create a practice with 20,000 patients and a larger clinical team.
Digital Technology / Patient records
Do I need to access the practice online or can I still phone or visit reception?
For people who would prefer not to access the practice online, there will be no change going forward – you can still contact the practice on the phone or face to face by visiting reception. Digital solutions, such as the NHS app, are in place for those who would prefer to contact the practice and/or manage appointments in a different way.
What happens to my repeat prescriptions with this merger, how do I order them?
Your repeat medications will be unaffected. Should you wish to register elsewhere, your new GP may need to review your prescriptions before issuing them, which could cause a delay. We advise ordering repeat prescriptions, so you have at least two weeks’ supply, before registering with a new pharmacy.
When will the Carshalton Fields Website close?
The Carshalton Fields website will redirect patients to the Wallington Family Practice website from 1 July 2024
Is there simple guidance for registering and using the NHS App?
You can get help on using the NHS App by calling Tanuja Kumari on 020 3922 1554 (Tuesday to Thursday 10am to 2pm). We have also arranged drop-in sessions at the practice on 19/07/24 and 09/08/24 between 10:00-12:00.
I’m really struggling to use the NHS App, do you have any support available?
The NHS App gives you a simple and secure way to access a range of NHS services. You can also access the same services in a web browser by logging in through the NHS website. If you need help or advice, we have support available at the Practice. You can call Tanuja for support or pop in at one of our drop-in sessions on 19/07/24 and 09/08/24 between 10:00-12:00.
How are you transferring our data, do you have back up and protection for our records?
The transfer of electronic and paper records will be managed securely by suppliers in line with the strict NHS standards on records management.
How many GP IT systems will you be using in the first instance?
The practice primarily uses three IT systems—a clinical database, that is linked to a document management system and messaging system.
Who is administering our records and how are they kept safe?
All records are administered by the practice in line with strict NHS standards on record management
General enquiries
What number do I call on 1 July 2024 to book an appointment?
All practices take bookings by phone and in person with many also offering online bookings. From 1 July 2024, all patients should call 020 8669 6186. You can also request appointments through our website (https://www.wallingtonfamilypractice.nhs.uk/) or by coming into the practice.
Will the Practice Participation Group merge with Wallington Family Practice?
It is our intention to have a single Patient Participation Group, the composition of which will be determined by the two current groups
How do I join the Practice Participation Group?
You may apply to join the Patient Participation Group here: https://www.wallingtonfamilypractice.nhs.uk/about-us/have-your-say/patient-participation-group/
Why did the Information Event on the merger only get advertised with short notice (4 June). What are you doing to reach those who didn’t know about this event and how do they share their views?
We apologise for the late notice that was provided for the event. The event was promoted within our Practices and in local pharmacies. We also shared an email with patients who had a registered email address. We are providing as much information as we can via our website, email and within the practice. We suggest that patients share their views through the Patient Participation Group so that these can be coordinated.
How have you identified the vulnerable cohort of patients?
We have identified vulnerable patients through existing register and searches in our clinical database. We have been reaching out to these patients to share further information about the merger and explain the options available to them.
What are you doing to project the milestones, we need transparent communications and updates?
We understand that any change can sometimes be difficult. We will continue to share updates on our website and on our noticeboards in the Practice. If you have any feedback, we’d recommend getting in touch with our Patient Participation Group.
Would you consider holding monthly events in July, August, September and October to keep patients informed with how you are progressing and give us an opportunity to share feedback?
We are keen to keep patients informed and obtain feedback. The best way to share your views is through the Patient Participation Group and we shall work with them to organise further events at regular intervals.
I have a complaint – who do I contact?
We really want to hear from you. If you have any questions or feedback you can speak to our Patient Participation Group. If you have a complaint, there are two ways you can get in touch
You can either get in touch with Wallington Family Practice directly: Complaints Form – Wallington Family Practice or you can contact South West London Integrated Care Board.
Telephone 0800 026 6082
Email [email protected]
Postal address: NHS South West London, 120 the Broadway, Wimbledon, London SW19 1RH
Could you hold a quarterly meeting with patients to update them on timelines?
We are keen to keep patients informed and obtain feedback. Our primary mechanism is through the Patient Participation Group and we shall work with them to organise further events at regular intervals.
When is best to make a call to make a GP appointment?
You can request a GP appointment throughout our opening hours, which are 8:00am-6:30pm Monday to Friday by visiting our website: Contact us online – Wallington Family Practice, telephoning on 020 8669 6186, or coming in to the practice and speaking to our reception team