Practice Leaflet
HEATHCOTE MEDICAL CENTRE
HEATHCOTE, TADWORTH, SURREY, KT20 5TH
Telephone: (01737) 360202
www.heathcotemedicalcentre.nhs.uk
Heathcote Medical Centre
Practice Philosophy
To provide and maintain the best quality of healthcare for our practice population.
To utilise resources in a way which balances the needs of our patients for disease management, prevention and promotion of health.
To provide an environment suitable for medical education.
To develop ideas in treatment, management, education and training in order to maintain and improve our standards.
To ensure we do not discriminate on grounds of race, gender, social class, age, religion, sexual orientation and appearance or on grounds of disability or medical condition.
To foster a good working relationship between patients and practice staff.
History of the Practice
The practice dates back to the early 1900s under Dr F A Dick and grew by merging with a number of smaller practices. The new medical centre was opened in December 1989 in the centre of the area served by the practice, with all the services concentrated on one site. The practice area covers a three-mile radius from the centre.
The practice is part of NHS Surrey & Sussex ICB, which commissions services from hospitals, Surrey County Council, mental health services and community services.
The Partners
Dr Andreas Pitsiaeli
Dr Nicola Parker
Dr Clive Luxman
Salaried GPs
Dr Shumona Rahman
Dr Linda Yip
Dr Simran Hehar
Dr Chris Nagy de Nagybaczon
Dr Dharshika Srikantharajah
Dr Riya Patel
Dr Ann Luxman
Dr Uma Rajah
Practice Clinical Team
Pharmacists – Vandini Patel & Zela Hui
Pharmacy Technician – Natalie Jacobs
Advanced Nurse Practitioner – Leigh De Souza
Practice Nurses – Susan Arnold, Angela Hammond & Anne Goodman
Healthcare Assistants – Lisa Gilbert, Yasmin Barrington & Fahamida Lakiyet
The practice nurses and healthcare assistants provide the following services Monday to Friday by appointment only.
Wound dressings, stitch removal, injections, ECGs, advice on diet, smoking and alcohol, blood tests, blood pressure checks, childhood immunisations and warfarin monitoring. They also run clinics for asthma, diabetes, travel health and NHS vaccinations.
Administration Staff
Practice Manager – Mrs Tracey Murphy
The practice manager is involved in managing all of the business aspects of the practice such as making sure that the right systems are in place to provide a high quality of patient care, human resources, finance, patient safety, premises and equipment information technology. The practice manager supports the GPs and other medical professionals with delivering patient services and also helps to develop extended services to enhance patient care.
Reception and Admin - led by Team Leaders Louise Emberson and Sharon Bowden who also work alongside the practice manager to manage patient feedback and complaints.
Medical Secretary – Mrs Karen Freeman
Opening Hours
The surgery is open Monday to Friday 8am – 6.30pm
Phone lines are open at 8.30am – 12.45pm and 2pm – 6pm
Online access is available via our Website between 08:00am - 6:30pm
Appointments
At Heathcote we believe in a personal list system, which helps establish and maintain a good relationship with your GP. This also helps to maintain continuity of care. If your problem is urgent, or your doctor is unavailable, you will be offered an appointment with another GP.
We encourage all patients to access the surgery via our website www.heathcotemedicalcentre.nhs.net to book and cancel appointments, order repeat prescriptions, test results, new patient registration, referrals and admin queries. We ask all appointments are requested through the website this includes GP, Nurse, HCA and Phlebotomist appointments. You do not need login details and you will be given an indication of when you can expect to hear from the surgery upon submitting your request. For patients who are unable to submit their requests via this method, please call the surgery and our reception team will complete the necessary form via our website on your behalf. Your request will be dealt with in the queue along with all the other requests coming into the surgery.
We strongly advocate downloading the NHS APP. This takes 10 minutes to set up and requires some photo ID and then you will be able to look at any regular medication you take that is on our system and simply request your repeat prescriptions.
Telephone number: (01737) 360202
Telephone Consultation
Telephone appointments are available where appropriate. These can be more convenient for patients rather than having to attend the surgery.
GP Health Partners
Local PCN Hub Extended Hours Service at Nork Clinic, 63, Nork Way, Banstead, SM7 1HL
Appointments should be booked through your registered practice during normal core hours. When your surgery is closed please call 01372 232001 from 6:30-9:30pm Monday to Friday and Saturdays between 9am-5pm.
Primary Care Network (PCN)
Heathcote are part of the Banstead PCN along with Nork Clinic, Tadworth Medical Centre, Tattenham Health Centre and The Longcroft Clinic. We are actively involved with the PCN and we all work closely together to provide our patients with the best care possible. Banstead Integrated Community Service (BICS) is our local community medical team that includes GPs, Paramedics, District Nurses, Pharmacists, Physio’s and are who provide the majority of housebound care to our patients.
Cancellations
If you cannot attend an appointment for any reason, please inform us as soon as possible in order for us to give the slot to someone else. Appointments can be cancelled via our website or by pressing number 1 when calling the surgery to leave a message.
Text Message Reminders
You can register to receive information by text message on your telephone regarding appointment and healthcare.
Consent to us contacting you by telephone is presumed when you give your mobile number. If you wish to opt out, please notify us.
Home Visits
We have a Home Visit team known as Banstead Integrated Care Service (BICS) who will visit our patients at home if you are housebound or are too ill to visit the practice. The GP will triage your medical request and if a home visit is required the GP will contact BICS and arrange a visit from them.
New Patient Registration
If you live within our practice area you are welcome to register with us and our reception staff will be happy to guide you through the process.
You will need to complete a registration form which will provide useful information whilst we wait for your medical records to arrive from your previous doctor. The form is available to complete via our website at www.heathcotemedicalcentre.nhs.uk or you may collect a form from the surgery reception.
Emergency Out of Hours
Should you require healthcare advise outside of surgery hours and cannot wait until the surgery opens, please contact the out-of-hours cover by telephoning 111. This is the NHS number for non-emergency services.
Out-of-hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the surgery re-opens.
Repeat Prescriptions
Repeat prescriptions should ideally be ordered via the NHS App. Alternatively, patients can request medication through the website, although this does not present you with your repeat drug list and so is less efficient. If you do not have access to a computer you may request medications in writing using the computer printout showing your medication. Please note that we do not take medication requests over the telephone.
Electronic Prescription Service (EPS)
The Electronic Prescription service (EPS) is for prescribers and dispensers and is used in primary, and secondary care.
The electronic prescription service allows prescribers to send prescriptions electronically to a dispenser, such as a pharmacy, nominated by the patient. This makes the prescribing and dispensing process more efficient and convenient for patients and healthcare workers. EPS is now responsible for the provision of all prescriptions in primary care.
Routine Blood Tests
We have a phlebotomist who attends Thursday mornings for routine blood tests. Alternatively, blood tests are available throughout the week at Epsom and St Helier Hospital who offer a phlebotomy service. Please visit https://www.epsom-sthelier.nhs.uk/blood-tests or call this number 02033766430 to book an appointment.
Test Results & Enquiries
The NHS App provides the clearest and most direct route to view all your results in your own time.
Alternatively, if you do not have the NHS App you can request your test results on our website or by telephone after 3pm. For reasons of confidentiality, your results will only be given to the person to whom they refer, except for children.
Disabled Access
All public areas are on one level and have been designed with the disabled in mind. There are two parking spaces next to the main entrance which must only be used by those who can display a blue badge. If you require any other assistance, the receptionist will be glad to help.
Hearing Aids and Batteries
Hearing aid batteries are available at the medical centre. Please ask at reception. Do bring your brown book.
Childrens Services
A health visitor is a registered nurse who has received training particularly related to babies, children and pregnant women. Their role is to provide families with children under five years old with support and advice around the general aspects of mental, physical and social wellbeing.
The health visitors are not based at the surgery but can be contacted at Surrey Child and Family Health on 0300 247 0025. Parents can access a variety of other services on this number or please refer to the link for support with things such as audiology, continence services and physio: surreychildandfamily.co.uk
District Nurses
The district nurses will visit you at home at the request of your doctor or the hospital if you are housebound and require nursing care. If you are already under their care, you can leave a message for the nurse on 01372 735740.
Community Psychological Therapy Services
Your doctor may refer you for support and counselling or you can self-refer via our website www.heathcotemedicalcentre.nhs.uk or go to our website for links to online CBT therapy.
Social Workers
We work closely with the social workers who are based at Surrey County Council. You can contact them direct on their general enquiries line 0300 2001005.
Special Services
Diabetic Clinic
Clinics are held weekly by appointment only with Dr Andreas Pitsiaeli and Dr Clive Luxman. Sue Arnold is our diabetic nurse. Retinal Screening is performed annually off site.
Asthma/Respiratory Clinic
Angela Hammond, our practice nurse, holds asthma and COPD clinics during the week. The aim is to provide asthma education and to promote a self-management plan. Appointments are available with the nurses.
Minor Surgery
We carry out minor surgery for certain skin lesions if they are causing significant problems. Appointments should be made after consultation with your own doctor.
Steroid Injections
First Contact Physio
First Contact Physiotherapy (FCP) is an NHS service where you see a highly experienced physiotherapist directly for muscle, bone, and joint (musculoskeletal) problems, leading to quicker assessment, diagnosis, self-management advice, and referrals for x-rays/scans & treatment if needed. Click on link for further information What are First Contact Practitioners and how will my appointment work? - YouTube
Contraception
We provide a full range of services including contraceptive pills, the IUD (‘coil’), IUS (mirena, jaydess), injections, implants as well as general contraceptive and pre-conception advice.
Women’s Health
Regular smears can help prevent cervical cancer. These appointments are performed during normal surgery hours and in our local GP Hub for evening or weekend appointments.
Mammography (routine X-ray) examination of the breast is carried out as part of the ‘national screening’ programme every three years between the ages of 50-71years.
Advice can be obtained from your doctor on menopausal problems, including hormone replacement.
Maternity Care
The community midwives based at Epsom Hospital provide antenatal care ***see accurx link. A postnatal appointment will be booked with a GP 6 weeks after the birth of your baby and the baby check book for 8 weeks together with first immunisation.
Child Health
Visit Health Visitors website ****add link from EMIS home page for your child health needs
The Health Visiting team supports you and your family from the birth of your baby up until your child goes to school.
Immunisations
Please refer to our website for up-to-date child immunisations.
Influenza and Pneumococcal Vaccinations
These immunisations are recommended for those who are at risk because of certain diseases, but also those aged 65 years and over. Please see links below:
Influenza Vaccination Flu vaccine - NHS
Pneumococcal Vaccination Pneumococcal vaccine - NHS
Travel Vaccinations
NHS travel vaccinations are available at the centre. Please ask at reception for a travel risk assessment form at least six weeks in advance of travel and you will be given advice by the practice nurses on which vaccinations you require.
There will be a charge for any certificates required. Details of charges and prices are available at reception.
NHS Health Checks
Our Healthcare Assistants are able to assess your risks of heart disease and stroke. They give appropriate advice on lifestyle changes to reduce those risks. Smoking is a major cause of heart attacks, angina and chest disease. Please follow the link to One You Surrey One You Surrey | Free Health & Wellbeing Service
Other Services
There are many other services provided by the practice which do not form part of the NHS service and are therefore liable for a fee according to BMA recommendations. These include certificates, confirmatory letters and medical examinations for other purposes. The receptionist will usually be able to confirm the fee due upon receipt of your request but on occasions this may require review by the GP. Fees are payable in advance.
Private Health
Please note that there will be a charge for the completion of all forms required for private health organisations. The receptionist will confirm the fee due upon receipt of your request. Fees are payable in advance.
Medical Education
As part of our commitment to the training of future GPs we often have with us fully qualified doctors, known as GP registrars who are experienced in hospital medicine, working as full members of the team in order to gain more experience in general practice.
We also help to train medical students and have senior final year students from St George’s Hospital on five-week attachments. When a student is with your doctor, you will be informed beforehand so you the option to be seen alone if you prefer. Your co-operation in this area is greatly appreciated by all concerned.
Staff Training
All the staff at Heathcote, both clinical and non-clinical, receive training and are regularly appraised. From time to time the centre will be closed for staff training. Full emergency cover is provided.
Feedback
We very much encourage positive and constructive feedback to the practice. Please see link to our practice website **********link to website
Zero Tolerance Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
· To provide further medical treatment for you e.g. from district nurses and hospital services.
· To help you get other services e.g. from the social work department. This requires your consent.
· When we have a duty to others e.g. in child protection cases
· Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. No information will be released without patient consent unless we are legally obliged to do so.
Friends of Heathcote
In response to enquiries from patients as to how they may support the practice, Friends of Heathcote was launched on 1st November 2006. Patients are able to make a donation, either direct or by regular standing order to Friends of Heathcote. Funds will be used to purchase and maintain items of equipment not usually provided by the NHS, or to improve facilities in the practice for patient use.
*Please ask at reception for a leaflet.*
Self-Treatment of Common Illnesses & Accidents
Colds & Flu
There is still no magic cure for these ailments. Go to bed and drink plenty of fluids. If you have a headache or are feverish, take aspirin (not for under 16s) or paracetamol. For children, paracetamol and Ibuprofen can be useful for fevers. Both are obtainable from a pharmacist who will be pleased to advise on their suitability. If symptoms persist for more than five days, or if you are especially ill, contact your doctor.
Burns
Run cold water over the burn area until the pain subsides. If the skin is unbroken but blistered, apply a loose dressing. If the skin is broken or the burn is extensive, contact the surgery or the Accident and Emergency department. In the event of a chemical burn, DO NOT attempt to neutralise. Irrigate under cold water as you would burn or scald.
Sunburn
Treat as other burns with cold water. Oily calamine lotion will relieve irritation and paracetamol will also help. Great care should be taken to avoid over exposure to the sun’s harmful rays, particularly with children. It is important to take plenty of cold fluids to avoid heat stroke.
Cuts & Grazes
Wash the wound thoroughly with water and a little soap or antiseptic. Apply direct pressure to any bleeding point. Apply a clean firm dry dressing. If not inoculated for tetanus, phone the surgery.
Diarrhoea & Vomiting
This is mostly commonly caused by a virus and settles spontaneously in a few days. Do not take food or milk, but drink regular sips of water, diluted squash or soda water to counter the effects of dehydration. Babies can be given special sachets of oral rehydration salts obtainable from the chemist. If vomiting persists for more than 24 hours or six hours in babies contact your doctor.
Back Pain
Most cases caused by overuse or self-limiting. It is important to stay as mobile as possible. Painkillers and gentle heat will help to relive the pain. Contact your doctor if symptoms persist for more than a few days.
Nose Bleeds
Sit in a chair (leaning forward with your mouth open) and pinch your nose just below the nasal bone for 10 minutes, by which time the bleeding should have stopped. If bleeding persists apply pressure for a further 10 minutes, without checking. Once stopped, avoid leaning forward, hot drinks and spicy foods, and sneeze with your mouth open. Do not blow your nose. If symptoms persist consult your doctor.
Insect Bites & Stings
Antihistamine tablets can be obtained from the chemist without prescription and will relieve most symptoms in 48 hours. Apply vinegar to neutralise a wasp sting and sodium bicarbonate to a bee sting. Scrape away a bee sting to avoid squeezing the venom sac.
Sprains & Strains
Swelling may not occur for 24-48 hours following an injury. Apply ice in a bag or frozen peas to a recent injury. Rest the injured part, keeping it elevated when resting. A chemist can advise you on support bandages and painkillers, which may help to reduce the swelling further. In the case of ankles, gentle mobilisation is advisable. If you have any concerns, please see your doctor.
Remember that your local chemist can give you advice about medicines.
Please remember to read the instructions and cautions of any medicines that are taken. If in doubt as to the safety of taking a medication, please see medical advice.
Most pharmacies can help you with seven common conditions without needing a GP appointment
Sinusitis (Adults and children aged 12 years and over).
Sore throat (Adults and children aged 5 years and over).
Earache (Children and yong adults aged 1 year to 17 years).
Infected insect bite (Adults and children abed 1 year and over).
Impetigo (Adults and children aged1 year and over).
Shingles (Adults aged 18 years and over).
Urinary tract infection (Women aged 16 to 64 years).
Useful Telephone Numbers
Emergency Out of Hours
111
Age Concern Banstead
01737 352156
Action for Carers
0303 0401234
Central Surrey health
District Nurses
01372 735740
Epsom General Hospital
01372 735735
GP Health Partners (Out of hours local appointments)
01372 232001
Health Visitors (Heathcote)
0300 2470025
Heathcote Medical Centre
01737 360202
St Helier Hospital
020 8296 2000
Social Services General Enquiries
012 312 7727
Surrey Downs Integrated Care Board
0300 5611200
Adult Social Care Banstead
0300 2001005
Antenatal services Booking Centre ECG
01372 735367
Antenatal services Booking Centre St Helier
020 8296 2542
Surrey (Mash) Adult & Child Safeguarding/Mon - Fri 9am-5pm
0300 4709100
Adult & Child Safeguarding - Out of Hours /Evenings/weekends &
01483 517898
Bank Holidays
https://www.surreycc.gov.uk/adults/getting-support/concerns
https://www.surreycc.gov.uk/children/contact-childrens-services
999 in an emergency
CBT self referral
01306 735473
Public Health England
0344 2253861
Mental health Crisis
0800 9154644 or 999
Samaritans
116 123
Leatherhead Hospital
01372 384384
Reviewed by LE & TM February 2026
Review due February 2027