Appointments
How do I book an appointment?
eConsult is our first point of contact and the quickest way to access care. Please submit an eConsult online, providing as much detail as possible about your symptoms or request. A GP will review every eConsult and decide the most appropriate next step.
This may include:
- self care advice
- a prescription
- a telephone call
- booking a face-to-face appointment if needed
If you cannot use eConsult, you can phone 01449767722 and speak to reception.
The reception team may ask a few questions about your condition so we can ensure you are directed to the right clinician safely and efficiently.
Can I get a same-day or urgent appointment?
Yes. For urgent or same-day problems, please still use eConsult as your first port of call, as this allows a GP to assess your symptoms quickly.
If your condition feels very urgent and you are unable to complete an eConsult, please phone the surgery directly.
Emergencies and out of hours care:
Can I cancel or reschedule an appointment?
Yes – please let us know as soon as possible if you are unable to attend.
You can:
- cancel using the NHS App/online system
- phone the surgery and speak to reception
Any notice helps, even short notice, as it allows us to offer the appointment to another patient.
If you would like to reschedule your appointment, please phone the surgery and speak to reception.
Can I request a specific GP or nurse?
Yes. You have the right to request a specific GP or nurse.
However, this is subject to availability and cannot be guaranteed. You may need to wait longer for an appointment with a particular clinician.
Do you offer telephone or video appointments?
We offer telephone appointments where appropriate.
If you would like a video consultation, please ask reception so that this can be accommodated.
Why can’t I book an appointment online anymore?
We have disabled online and NHS App appointment booking because we now ask all patients to use eConsult as the first point of contact.
We understand that eConsult may not be suitable for everyone. If you require assistance, please speak to our reception team. You can also see below for more information on why we have changed to eConsult.
Why have you changed to eConsult?
eConsult is a clinical triage questionnaire. When you submit an eConsult:
- your request goes directly to the duty GP inbox
- a doctor reviews your problem first-hand
- the urgency of your condition is clinically assessed
This ensures that decisions about your care are made by a GP, rather than a receptionist or clinical navigator having to decide where and when to book an appointment.
Prescriptions & Medication
How do I order a repeat prescription?
You can request a repeat prescription in several ways:
- via the NHS App/online services (recommended)
- by placing a paper repeat request in one of the prescription request boxes (located both inside and outside the surgery)
- by handing your request in at the dispensary hatch
Can I ask questions about my medication or request changes?
Yes. Please use the Medication Queries option online.
You will be asked to complete a short questionnaire – please include as much detail as possible to help us process your request safely and efficiently.
How long do prescriptions take to process?
Repeat prescriptions take up to five working days to process.
If your request is urgent, please let us know and we will do our best to accommodate this where clinically appropriate.
Why was I asked for ID when collecting a controlled drug?
For controlled medications, it is a legal requirement to confirm who is collecting the prescription.
You may be asked to show photo ID, especially if:
- the person collecting the medication is not known to us, or
- someone is collecting the medication on behalf of a patient
For certain controlled drugs (such as Schedule 2 and 3 medications), the person collecting the prescription will also be asked to:
- sign the prescription, and
- in some cases sign twice, as required by law
We are required to:
- record who has collected the medication, and
- document this in the controlled drugs register
These steps help ensure medicines are supplied safely and legally, and protects patients, staff, and the practice. Thank you for your understanding and cooperation.
Can I get medication if I am travelling?
Travelling within England
We can send an electronic prescription to a pharmacy near your destination within England. Please tell us which pharmacy you would like to use.
Travelling to Wales, Scotland, or abroad
Electronic prescriptions cannot be sent outside of England.
If you are travelling elsewhere in the UK or abroad, please contact the surgery in advance so we can advise you on the best option.
Travelling abroad
We can usually issue up to three months medication for non controlled drugs.
We may ask for proof of travel, such as tickets or confirmation documents.
Long term travel or moving away
If you are away or moving for longer than three months, it is your responsibility to register locally and arrange ongoing medication at your destination.
How can I make sure my prescription goes to the correct site?
The best way to avoid uncertainty is to specify your preferred collection site at the point of ordering, particularly when ordering online (for example, in the comments box on the NHS App).
Over time, this should make it clearer to you where your prescription will be ready to collect.
Can my prescription be re-dispensed at a different site?
Occasionally, if an error has occurred and stock is available, we may be able to re-dispense your prescription at the site you attend. This is not always possible.
Why didn’t I receive a text message?
Text messages are sent manually, so occasionally a text may not be sent due to human error.
Please allow 3-5 working days for your prescription to be processed. Your prescription may still be ready even if you have not received a text message.
If you have not received a text after 3-5 working days, you can:
- Email the surgery
- Call the surgery
- Attend the surgery in person
You may also be able to check the NHS App to see whether your prescription has been dispensed.
Why do I need to collect my prescription within 5 working days?
Dispensed prescriptions should be collected promptly to help us manage medication stock safely and efficiently.
Opening hours vary by site, so please check our website before attending.
Test Results, Medical Records, & Registration
How do I see my test results?
You can view test results and parts of your medical record online using the NHS App.
We will only contact you if:
- there is an issue with your results
- your GP needs to discuss them with you
- you are asked to book an appointment
If you do not hear from us, your results have been reviewed and are considered normal for you.
How long do test results take?
This depends on the type of test.
When your test is taken (for example, a blood test), the phlebotomist will advise you of the expected timescale.
Can I access my medical records online?
Yes. Certain parts of your medical records are available to view through the NHS App, depending on what information can be safely shared online.
How do I request a copy of my full medical records?
If you need a copy of your full medical records, you can make a Subject Access Request (SAR).
A SAR is a formal request for access to personal information we hold about you.
How to make a SAR:
- requests must be made in writing
- your request will be passed to our secretary team
- you may be asked to provide proof of identity
Is there a charge for accessing my medical records (SAR)?
No. Subject Access Requests (SARs) are free of charge for all patients.
How long does a Subject Access Request (SAR) take?
By law, we normally have up to one calendar month to respond to a SAR request. If a request is complex or we receive multiple requests, this timeframe may be extended by up to a further two months. If an extension is required, we will inform you within the first month and explain why.
Requests must be made in writing and will be passed to our secretarial team. We may ask for proof of identity to protect your confidentiality.
How do I register with the practice?
Patients living within the practice catchment area are welcome to register. Our Reception team can confirm eligibility using your postcode if you are unsure.
You may be asked to provide proof of identity and address to help us register you correctly.
Register online (recommended)
You can register quickly and easily by using our online registration form, available on our website or via the QR code displayed in the surgery.
Register using a paper form
Alternatively, you can:
- Visit Mendlesham Health Centre or Manor Farm Surgery, Bacton and complete a registration form in person, or
- Download the paper registration form from our website, complete it, and bring it with you to either surgery when registering.
How long does registration take?
Once your registration form has been submitted and all required information has been received, we aim to process registrations within 48 hours, where possible.
Am I in your catchment area?
You can check whether you live within our catchment area by:
- Entering your postcode in the Catchment Area/Register with Us section on our website
Miscellaneous
Can I choose which hospital I’m referred to?
In most cases, referrals are made to West Suffolk Hospital or Ipswich Hospital, unless a more specialist service is required.
Where clinically appropriate, you usually have the right to choose which hospital you are referred to for your first outpatient appointment. Your GP will discuss the available options with you.
Choice may be limited depending on:
- the type of specialist care needed
- clinical urgency
- availability of services
If you have a preference, please let your GP know at the time of referral and we will do our best to accommodate this.
How can I give feedback or make a complaint?
We always aim to provide the best possible care. We also recognise that there may be times when patients feel this has not happened. All feedback – both positive and constructive – is taken seriously and helps us improve our services.
Giving feedback
We really value hearing about what we are doing well, as well as where we can improve.
You can share your experience by:
- completing the Friends and Family Test (FFT), a short satisfaction survey that helps us understand what matters most to our patients
- leaving a Google review for Mendlesham Medical Group. Positive feedback helps our team know what is working well, and helps other patients choose our service
Making a formal complaint
If you would like to make a formal complaint, this should usually be made in writing or by email.
- Email: mmg.mendlesham@nhs.net
- Or write to: Practice Manager/Complaints Manager
Your complaint will be:
- Acknowledged within 3 working days
- Fully investigated in line with our complaints procedure
A response may be provided by a member of the management team, depending on the nature of the complaint.
How do you protect my personal data?
We are committed to protecting your privacy and handling your personal information securely and confidentially.
- Personal data is only accessed by staff who need it to provide your care
- Complaints are handled in confidence and kept separate from your medical records
- We comply with the Data Protection Act 2018 and NHS information governance requirements
Full details are available in our Privacy Policy.
Can I choose to go private and then return to NHS care?
Yes. You can choose to receive private treatment and still remain registered with the practice for NHS care.
If you have treatment privately and later with to return to NHS care:
- you may need a new NHS referral, and
- NHS waiting times will apply from that point.
Private providers do not usually feed information directly into NHS systems, so it is important that you share any relevant reports or results from your private treatment with us.
Please note:
- NHS GPs cannot prescribe on the NHS for treatments started privately, unless it is clinically appropriate and agreed locally
- ongoing care started privately may not automatically transfer to NHS services
If you are unsure, please discuss this with your GP before starting private treatment.
What should I do if I need help when the surgery is closed?
If you need medical help when we are closed, please use NHS 111:
- Visit NHS 111 online, or
- Call 111
NHS 111 online is suitable for people aged 5 and over.
If you need help for a child under 5, please call 111.
What if it’s an emergency?
Call 999 immediately for a medical or mental health emergency, such as:
- someone who is seriously ill or injured
- a situation where life is at risk
Is eConsult available out of hours?
No. eConsult is not available outside of our opening hours.
Are insurance reports or private medical reports free?
No. Insurance reports and non-NHS medical reports are chargeable.
These requests fall outside of NHS services and fees will apply. You will be informed of any charges before work is undertaken.
How much do letters “To whom it may concern” cost?
Letters for schools, employers, housing, or other third parties (sometimes called “To whom it may concern letters) are not NHS-funded and are chargeable.
- Cost: £30 (£25 + VAT)
Please allow time for processing, as these are completed outside of clinical appointments.
Where can I find hospital waiting times?
Hospital waiting times are set and managed by the hospital, not the GP practice.
Please refer directly to:
These sites provide the most up-to-date waiting time information.
Neurodiversity assessments and referral options
For more information about neurodiversity assessments and Right to Choose, please refer to the NHS website or reputable organisations such as ADHD UK.
Can I be referred for a neurodiversity assessment (ADHD or ASD)?
Yes. You can discuss ADHD, ASD, or neurodiversity concerns with a GP, who can advise on appropriate referral options.
What is ‘Right to Choose’?
Under NHS Right to Choose, eligible patients can request referral to certain approved providers, including for ADHD assessments.
More information is available from reputable NHS and provider websites (for example, ADHD UK).
Important information about Right to Choose and shared care
If you choose a Right to Choose provider:
- There may be no shared care agreement in place
- If shared care is not accepted, the GP cannot prescribe ADHD medication
- The GP cannot carry out the ongoing monitoring required for ADHD medication
In these circumstances, prescribing and monitoring remains the responsibility of the specialist provider.
Why is this important?
Shared care agreements are in place to ensure safe prescribing and monitoring. Where these arrangements are not agreed, the GP practice is unable to take over prescribing or monitoring responsibilities.