FAQ (Frequently Asked Questions)
How are Rochester Private Clinic Services regulated?
Our GPs must be registered with the GMC (General Medical Council), who ensure that doctors are appropriately qualified and have the necessary training and knowledge to work as a GP in the UK. Our GPs must engage in an annual appraisal process to maintain their registration status.
It is important for us as a private clinic who offers medical appointments and/or treatments in England must be registered with CQC (Care Quality Commission). The Provider Registration for The Rochester Private Clinic is held under College Health Ltd. The Registered Manager is Sharon Hogarth, Managing Partner.
Rest assured, whatever your health concern, small or large, The Rochester Private Clinic will deliver the same quality service, following NICE guidelines and evidence-based medicine.
Will seeing a private GP affect my relationship with my NHS GP?
We strongly encourage all patients of our private clinic to maintain their relationship and registration with their NHS GP Practice. It is important to have access to lifelong health records and having a registration with both an NHS and Private GP gives you more options and choices when it comes to your ongoing healthcare decisions.
As a Private service the Rochester Private Clinic can normally offer a more flexible approach and arrange appointments around the needs of individuals. This includes services that fall outside of normal business hours, early mornings, during the evening and on a Saturday.
Confidentiality is very important to us and we comply with data protection legislation and the medical confidentiality guidelines of our professional body (General Medical Council). We keep the details of all consultations private unless we have your explicit consent to share these on with your NHS GP or other provider for example; as part of a referral to a consultant specialist.
Can a private GP refer me to see a consultant specialist?
Our Clinic has a well-developed and trusted network of private consultants to whom we can achieve timely referrals to ensure speedy access. Alternatively, whilst we are generally unable to refer patients on to an NHS consultant we can with your consent send any test and scan results on to your NHS GP to enable them to refer you onwards via an NHS pathway.
Where will my Consultation be held?
All private appointments chosen as a face-to-face consultation are offered at our registered location; Rochester Private Clinic, Upper Floor, Maritime House, Vicarage Road, Strood, ME2 4DG. The Clinic is well equipped, welcoming and provides a discreet environment for delivery of bespoke and tailored health care.
We also offer GP appointments via video consultation which provides a secure, digital platform for consultation from the comfort of your own home or alternatively a telephone consultation which may be helpful for those on the move or balancing health needs with a busy work schedule.
Will you be able to give me a prescription?
As a private provider we have partnered with SignatureRx to provide an electronic Private Prescription service which offers improved convenience for our private patients and enables us to send your prescription to a pharmacy of your choice. Alternatively, private prescription tokens can be taken to any pharmacy. Electronic Private Prescriptions are a safer alternative to traditional paper prescriptions raised in Private Practice. The Rochester Private Clinic (RPC) are able to raise a Private prescription as either a one-off also known as an Acute Prescription as well as arrange a repeat prescription if the need for medication is clinically indicated. Our prescriptions do not qualify for the NHS fixed charge (or free) prescriptions service. It should be noted that our usual policy is to not provide schedule 1 or 2 controlled drugs. Occasionally, if there is a clear clinical indication of the need for schedule 3 controlled drugs, we will provide them. However, this may only be possible if you have given explicit consent for RPC to discuss and share information with NHS services and/or local pharmacies as well as any relevant law enforcement bodies.
Please see our fees page for details of private prescription charges. The pharmacy medication plus any additional dispensing fee(s) from the pharmacy.
What about Repeat Prescriptions?
Repeat prescriptions can be provided :
For medication which our own GPs have initiated, please contact the practice number or submit a request via email, giving clear indication of the medication required, the dose and the amount needed.
For medication initiated by another service provider or GP Practice, written documentation of the medication will be required as well as a consultation with one of our GPs.
What if I need a blood test or specialist health screen?
The Rochester Private Clinic is able to provide you with an on-site appointment for any required Blood Tests. We have a Phelbotomy Clinic Room with Centrifuge to safely hold your blood in a stable environment and have a courier collection daily in partnership with Randox.
Results are normally available within 48hrs and in-depth personalised reports are developed for those patients that are having a panel for health screening.
For those patients who are accessing services remotely and not able to attend the Practice in person for bloods or a screening panel we have alternative services available to ensure access to key diagnostics.
What if I need an X-ray or Scan (Ultrasound, MRI or CT)?
Whilst we have Ultrasound facilities available on location, not all necessary disgnostics are possible from the clinic. We do however, have strong links with local Radiology services, and can quickly arrange any necessary scans and diagnostics required at either a local private hospital of your choosing or any UK private radiology facility.
How do I receive my results?
We are normally able to deliver the vast majority of test results within 48/72 hours. More specialised tests will take longer and we advise patients as to likely timescaler for results according to the disgnosics requested. You will be informed of test results whether they are normal or abnormal, however, we will only contact you if you have provided us with explicit consent to do so. Additionally a copy of your test results can also be made available you electronically via email where you are confident this is secure.
How do I book an appointment?
Do follow the website links to book on our dedicated Appointments page. If you do not see what you want or need a more urgent appointment, then please do contact the Clinic and we will pull out all the stops to arrange a GP consultation in discussion with you.
Our private GP appointments are available either in-person or online, and most patients self-pay, although some health insurance policies may provide access to private GP services. Check the terms of your policy, as it will specify which providers are included and the number of appointments you’re entitled to.
Can I book a Longer appointment?
We can arrange longer appointements for those with complex health needs on request and can tailor these in a personalised way. Alternatively, a double appointment can be booked on-line.
We prefer to give patients plenty of time to discuss symptoms and concerns without feeling rushed. Some conditions can take longer than others so if a condition for discussion is complex or there is more than one problem to address the recommendation is to book an extended consultation.
If you are not sure how long you need please feel free to contact the Practice using the 'Contact Us' form or call to discuss with our booking manager.
Ideally, and what possible new patients to the service will have details of their previous medical history, current medication, relevant lifestyle and family history.
Do you offer a 'Walk In' or Emergency Service?
We do not offer this service at the clinic, please call the practice in advance to book an appointment or use our online booking system.
Same day appointments can be arranged most days, if you are not able to see what you need online please do contact the Practice.
For any medical emergencies required, please call NHS 111, or 999 if immediate and life threatening or visit the local Accident and Emergency.
How do I Pay?
Payment for appointments are required at the time of booking. Payments are handled by Stripe which accepts payments by credit or debit card. Alternatively, we do accept cash payments made in person at the clinic. Corporate bookings are invoiced separately and payment is required within 10 working days.
What if I need to cancel my appointment?
We have a 48hr cancellation policy. Any appointments cancelled within 48 hours of appointment time will be not be refunded. A new appointment will need to be made and paid for if you still need a consultation. If you would like to cancel your appointment this can be done with up to 48 hours notice, please note a £5 administration fee will be deducted from a refund in the event of this cancellation. Any appointment missed will not be refunded.
Out of Hours Access - What to do when we are closed?
If you have a enquiry which is not urgent then please contact the surgery between 08:30 and 18:00 Monday to Friday or on a Saturday between 8.30am and 12 noon.
If you need urgent medical attention when we are closed, please contact NHS 111, or call 999, or attend the local Accident and Emergency.
Please call the NHS 111 service if you need urgent medical help or advice but do not think it is a life-threatening situation.
For example :
If you need medical attention fast but not an emergency to warrant calling 999.
If you are not a sure whether you need to go to A&E or whether another NHS urgent care service is available
If you have need of advice regarding health information or reassurance about what to do next
Immediate, life-threatening emergencies, please call 999.
What is the complaints procedure?
We will always do our best to provide you an excellent service, and achieve the best outcome. Your complaint should be submitted to Practice as soon as possible after the event giving rise to the complaint.
You can complain in the way that best suits you. This can be face to face, on the telephone, in a letter or by email. You should try to provide details of:
How or what you are complaining about.
Where and when the event that caused your complaint happened: and
If possible, what you would like to be done to address your complaint.
We appreciate our patients taking the opportunity to speak with us first to enable us to identify what went wrong and enable us to work with you to find solutions to problems.
We will acknowledge a complaint in writing and enclose a copy of the code of practice as soon as possible, normally within three working days.
Please send your complaint to: The Rochester Private Clinic, Vicarage Road, Strood, ME2 4DG
Complaints are coordinated and investigated by the Managing Partner / Registered Manager in line with both the Practice complaints procedure and ISCAS code of practice. We always aim to get back to you with a full response within 28 working days. If this is not possible, the reason for the delay will be communicated in a timely way.
The Rochester Private Clinic regards all forms of feedback as an opportunity to improve patient experience and quality. We have a strong learning ethos and supportive culture but always remain accountable. Where areas of learning are identified following the receipt of feedback, these will be addressed.
In order to ensure that our wider organisation is equally able to learn from feedback received, details of the lessons learned will be shared anonymously across the wider team. The Managing Partner will then be responsible for discussing the most appropriate method of sharing proposed service improvements with the Practice team.