We have a two-working-day turnaround time for repeat prescription requests, so we would ask that you request your regular medication in good time, ideally 3-4 days in advance – otherwise you may be signposted to alternative services for an emergency supply.

We have processes in place by which you can request your medication remotely, either by submitting an admin repeat prescription request via our online booking system, AccuRx, or by going through your NHS App.

Our Reception team cannot take prescription requests over the phone at all, though you can request your medication by filling in a form in-person, if you are unable to use our digital tools.

Please note that any requests of medication that are not in your regular list will require a clinician review/appointment before processing.

As part of the commitment to more personalised care for patients, NHS Employers and the General Practitioners Committee of the British Medical Association have agreed that all patients will have a named accountable GP.

The named GP will:

• Take lead responsibility for ensuring that all appropriate services required under the contract with the practice are delivered to you
• Where required, based on the professional judgement of the ‘named’ GP, work with relevant associated health and social care professionals to deliver a multidisciplinary care package that meets your needs.
• Ensure that your physical and psychological needs are recognised and responded to by the relevant clinicians in the practice
• Ensure that patients over 75 years of age have access to a health check if requested, which is already a requirement of the GP contract regulations. ​​​

The practice will ensure that there is a named accountable GP assigned to each patient.

New patients will be allocated a GP at the time of registration.

Your named accountable GP will be the same as your usual GP however this does not affect your ability to see any GP of your choice as you currently do.

Using Accurx Online Requests Correctly

At our practice, we want to make sure your request is dealt with safely and by the right team. To help us do this, please make sure you’re using the correct type of request when contacting us through Accurx.

Admin Request – for Non-Medical Issues

Use the Admin Request option if you are requesting:

• A sick note (fit note)

• Test results

• A repeat prescription

Available Monday–Friday, 8:00 AM – 6:30 PM

Medical Request – for Health Concerns

Use the Medical Request option if you:

• Have a new or ongoing medical problem

• Need advice or treatment from a doctor or clinician

Available from 8:00 AM until we reach capacity for the day

Important – Don’t Use Admin Request for Medical Problems

We’ve noticed some patients are using the Admin Request option to send in medical concerns when the Medical Request form is closed.

• If Medical Requests are still open:

You’ll receive a message asking you to resubmit your concern using the correct Medical Request form.

• If Medical Requests are closed (capacity reached):

You’ll receive a message explaining that we’re at capacity.

Please:

o Resubmit your request the next day at 8:00 AM

o Or contact NHS 111 or attend A&E if it’s urgent

Help Us Help You

Using the correct form means:

• Your request gets to the right person quicker

• We can manage demand safely and fairly

• Clinicians are not delayed reviewing the wrong type of requests

Need Help Using Accurx?

Our reception team is happy to guide you through the process.

Thank you for working with us to keep our services running smoothly.

All GP practices are required to declare the mean earnings for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Limelight Health and Wellbeing Hub in the last financial year was £40,715 before tax and National Insurance. This is for 1 full time GPs and 7 part time GPs and 2 locum GPs who worked in the practice for more than six months.

Please see here for more information

Relational

Building good patient-professional relationships that benefit both the patient and the professional

Episodic

GP/team provide continuity of care during an episode of ill health

Informational

Good record keeping and information to help others to understand the patient and their conditions

Managerial

Co-ordinating a patient’s care especially when a team of/many professionals are involved.

Sometimes, you might need a letter, report, or medical service that falls outside of what’s usually covered by the NHS. We understand, and we’re here to provide those extra services in a way that’s affordable and clear to understand.

What We Offer

• Accessing Your Records: We never charge for providing you with your medical records, blood test results, or a summary of your immunizations, medications, or health conditions.
• Simple Certificates and Statements: If you need a short confirmation of something, like your registration with our practice or your address, we can provide that quickly. There might be a small fee associated with these straightforward services.
• Detailed Reports or Insurance Forms: For lengthier reports, insurance forms, or specialized requests (like travel fitness), we’ve set fair fees to carefully prepare these documents for you.
• Medical Examinations: If you need a medical exam for taxi/HGV licensing, fostering, or other official purposes, we offer those services at a set price.
• Vaccinations: Some vaccinations aren’t covered by the NHS, but we offer them (like Hepatitis B) at an affordable cost.

Please Note

• These prices can sometimes change, so always check with us for the most up-to-date fees.
• We try our best to get your letter or report to you quickly, but urgent requests might have an additional fee.
• NHS patient needs will always be our top priority.

We’re Here to Help

Getting the health services you need shouldn’t be difficult. If you’re not sure whether something is covered by the NHS or would fall under these additional services, please contact us! We’ll guide you through it.

It’s important to us that you feel informed and supported in all aspects of your healthcare.

Here at Limelight Health and Well-being Hub, we operate a zero tolerance policy with regards to abusive or inappropriate behaviour towards our staff, visitors, or other patients.

For your information, the practice defines abusive or inappropriate behaviour as follows:

• Aggressive or threatening physical actions made towards staff (attempted or actual), including walking into clinical rooms without the clinician’s permission and bypassing our reception desk.
• The use of aggressive, threatening, discriminatory, or abusive language in any interactions with staff: this includes shouting, swearing, and cursing, and any language which threatens or intimidates staff, as well as any inappropriate language or derogatory remarks regarding a staff member’s appearance, race, disability, sexual orientation, age, religion, or other beliefs.
• Persistent or repeated actions that are inconsiderate or unreasonable and which cause significant disruption to our services. Examples of this include: incessantly calling or attending the practice with persistent or unrealistic demands, refusing to leave the practice or end the call unless these demands are met, refusing appointments with an appropriate clinician for the presenting care need when your preferred clinician is unavailable, and refusing to access our service in an appropriate manner, such as demanding a same-day appointment for a routine clinical need, or contacting individuals directly instead of through the appropriate practice contact channels.

If you are found to be in breach of the above policy, you may be issued with a Warning Notice letter in writing, which will stay on your record for 12 months. If the behaviour is repeated, or in extreme cases, immediately, we may contact the police and / or seek to remove you, and if applicable, your household, from our patient list.

Thank you in advance for respecting our colleagues and the NHS.

Your Feedback Matters to Us

At Limelight Health & Well-being Hub, we strive to provide the best possible care and service to our patients. We understand, however, that sometimes things can go wrong, and you may have concerns or complaints about the care you have received. We take all complaints seriously and are committed to resolving them in a transparent, fair, and timely manner.

Definition of a Complaint:

A complaint is an expression of dissatisfaction about an act, omission, or decision of the practice team at Limelight Health & Well-being Hub which requires a response. We treat all complaints seriously and ensure that they are investigated in an unbiased, non-judgmental, transparent, and appropriate manner.

Good Practice Standards:

We follow the ‘Good Practice Standards’ for all complaints which include:

• Openness & Transparency: We provide accessible information and processes, ensuring they are understood by all involved in a complaint.
• Evidence-based Complainant-led Investigations & Responses: We provide a consistent approach to the management/investigation of complaints.
• Logical and Rational Approach: We respond to complaints and concerns in appropriate timeframes, showing sympathy and providing a level of detail appropriate to the seriousness of the complaint.
• Identifying the causes of complaints and taking necessary action to prevent recurrences.
• Effective and Implemented Learning: We use ‘lessons learnt’ as a driver for continuous change and improvement, as acting on complaints is a tool in ensuring the good reputation of our practice.
• Acknowledging and Investigating Complaints: Patients will have their complaints acknowledged and thoroughly investigated, always confirming the manner in which the complaint is to be handled and informing of the period in which the complaint response is likely to be sent.

Timescales for Making a Complaint:

Complaints must be made not later than

• 12 months after the date on which the matter which is the subject of the complaint occurred; or
• 12 months after the date on which the matter which is the subject of the complaint came to the notice of the complainant.

Complaints Process:

• All complaints should be acknowledged no later than three working days after the day the complaint was received.
• We will always confirm the following with the complainant:
  • Who is handling the complaint.
  • The timescales for responding, which are a minimum of 10 working days and no longer than 20 working days after a complaint has been submitted.
  • Clarify the expectations with and desired outcome for the complainant, if unclear in the original complaint.
• If the complaint has been made verbally, the complainant will be asked to submit their complaint in writing. They can do this either by email to our dedicated inbox on gmicb-tr.limelight.feedback@nhs.net, or through the paper form, and they should be kept up to date with the progress of their complaint.
• If a case has passed the 20 working-day target (or the timescale agreed with the complainant if different), the complainant (and their advocate, if relevant) should receive an update every 10 working days thereafter the target has been surpassed. This should be done in writing, in the format previously agreed with the complainant.
• The complainant can expect to receive a quality response which addresses all separate points of the complaint, with assurance that action has been taken to prevent a recurrence, and informed of any learning for the practice, where their complaint has been upheld.

Call to Action:

If you have a complaint or concern about the care or service you have received at Limelight Health & Well-being Hub, we encourage you to provide us with your feedback by emailing us on gmicb-tr.limelight.feedback@nhs.net. We value your comments and take them seriously. Please contact us via email as above or come into reception to fill out our paper complaints form, and we will respond to you within the agreed timescales.

 

At Limelight Health & Well-being Hub, we are committed to providing high-quality care and service to our patients. We believe that listening to your feedback and responding to your concerns is an essential part of delivering excellent care. We hope that our Complaints Process page has provided you with all the information you need to make a complaint or raise a concern. If you have any wider feedback about the practice or have further questions about our complaints process, please do not hesitate to contact us by email on gmicb-tr.limelight.feedback@nhs.net.