Please first call 111 to be referred to the out-of-hours service

Surrey GP out-of-hours service

Welcome to Surrey GP out-of-hours service

The Surrey GP out-of-hours service provides advice, information and treatment for NHS patients who become unwell during the out-of-hours period when their own GP surgery is closed.

We provide services to patients whose health care needs are commissioned by the following Clinical Commissioning Groups in the Surrey area:

  • North West Surrey
  • East Surrey
  • Surrey Downs
  • Guildford and Waverley

This out-of-hours service is for urgent cases only. If your problem isn’t urgent, please contact your GP surgery when it is next open.

 

CQC overall rating: Good
How does the out-of-hours service work?

How does the out-of-hours service work?

Calls to NHS 111 are free from mobile phones and landlines and the service can be accessed 24 hours day, 365 days a year by dialling 111.

The NHS 111 team will assess your condition over the phone and if it is clinically appropriate, they will refer your case to the out-of-hours service. This will then result in either:

  • A face to face appointment to attend a primary care centre to see a doctor
  • A home visit from one of our doctors

We maintain a fleet of visiting cars and operate up to six cars on the road at any given time, tailored to anticipated demand. Home visits are predominantly for the benefit of housebound patients and will only be arranged on the basis of clinical need.

Surrey GP out-of-hours service does not offer walk-in appointments.

Working for us at Surrey GP Out of Hours

Working for us at Surrey GP Out of Hours

Everything we do is about putting people first – whether that be delivering exceptional care and support for our clients, or providing growth and development opportunities for our teams.

We think that’s one of the reasons we’re growing so fast.

Our doctors, nurses, carers and support workers are already delivering health and social care services in the heart of communities right across the UK.

Clinical roles

We are always keen to speak to local GPs who are interested in working in the out-of-hours service. Whether you are looking to add extra skills to your current clinical portfolio, want to have a change of career to fit around what’s important to you, or would like to augment your in-hours commitments to build a full working week, we have a range of GP opportunities and shifts to suit your needs.

For more information about the clinical and non-clinical roles we have available, please visit our careers portal.

Patient information

Patient information

Care UK retains records about the healthcare and treatment you receive as one of our patients. This helps us to ensure that you get the best possible care from us. We have a legal duty to keep this information confidential and we will only ever use or pass on information about you where there is a genuine need for it.

As an OOH patient we will share details of your consultation with your Registered GP to ensure continuity of care

We may also share your information for the purposes of ongoing care with other NHS organisations e.g. NHS Trusts, GP’s, Out-of-Hours providers and ambulance services.

If you do not want your information to be shared then please speak to the clinician who will note your objections and explain to you the possible consequences of your decision, which could include delays in receiving ongoing care

Patient feedback

Patient feedback

As well as being told when we do things well, we also need to know when things don’t go so well. We understand the importance of learning from people’s experiences and we welcome all feedback about the out of hours service. Whether you had a positive experience, or identified an opportunity for us to improve we want to hear from you.

If you wish to leave feedback (positive or negative) you can do this in four ways:

  1. By post – The Quality Team, Surrey Out-of-Hours service, Glassworks 2, Dorking Business Park, Dorking, Surrey RH4 1HJ
  2. By phone – 0203 402 1245 (Monday to Friday between 9am and 5pm)
  3. By email – careuksurrey.feedback@nhs.net
  4. Or complete the Patient Questionnaire.
Complaints

Complaints

You can complain in writing, by email or by speaking to someone in the organisation.

You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint. Anyone can complain, including young people. A family member, carer, friend, or your local MP can complain on your behalf with your permission.

If you prefer to not to contact us directly

Contact the commissioner of the service: this is the organisation that paid for the service or care you received. If you are unsure which NHS commissioner paid for the service, please contact the service, which will be able to provide this information. Complaining to the commissioner may be the right option if you are not comfortable complaining direct to your healthcare provider, or if you feel this is not appropriate.

Consent

As all patients have a right to confidentiality, if a complaint is received from a patient’s relative, carer or friend, the patient will be contacted and asked to sign a consent form. Where a patient lacks capacity to give their consent, or where a patient has passed away, our Quality Team will contact the patient’s relative, carer or friend to discuss consent options.