Quay House Medical Centre & Credenhill Surgery to merge with 4 other Hereford City Practices in July 2018

As you may be aware Quay House Medical Centre will be merging with four other city practices to form Hereford Medical Group on the 1st July 2018. Below are some key updates and answers to common questions we are asked by patients –

 What will the name be?

  • The merged practices will be called Hereford Medical Group.

When will Hereford Medical Group be established?

  • The merger will take place on the 1st July 2018.

What are the most important things to maintain from our current services?

  • Remaining patient focused
  • Continuity of care
  • Flexibility and accessibility to clinical staff

What will change with the delivery of care?

  • All urgent care (on-the-day care) will take place at Moorfield House Surgery
  • This will allow Hereford Medical Group to deliver care in the most effective and efficient way

How will we keep you informed of changes about the merger/services?

  • Via regular Patient Participation Group meetings
  • Updating websites
  • Information in surgeries – poster, leaflets
  • Newsletters
  • Social Media – Facebook and Twitter

Will Hereford Medical Group have a new building?

  • Hereford Medical Group hopes to have a new surgery ready to use in early 2020
  • We are working with Prime plc, developers of the build, on this project
  • In the meantime current surgery sites will be used

What worries you?

The feedback we have received from Patient Participation Group meetings and public engagement events for the new building has been overwhelmingly positive. Concerns raised were –

  • Services will be more difficult to access
  • Risk of privatisation
  • Quality of care may decrease
  • Staff jobs being put at risk

Changes to the IT system

One of the changes that will take place immediately when we merge is that our current IT clinical systems (which include our clinical database called EMIS) will merge into one single patient database. This will have an impact in June when our database is merged with the other practices.  Information will go out to patients via post and we will have information in surgeries and on websites.

What is the impact to patients?

  • Routine appointment requests and prescription requests will be affected. The last day for routine appointment and prescription requests will be the Tuesday before the merge weekend – see below*
  • On the Friday afternoon before the weekend of the merger we will not have access to the clinical system at all as it will be switched off to prepare for the merger over the weekend. This means we will not have access to clinical records of patients.
  • The merge weekend affecting QHMC will be:
  • Friday 22nd June – Quay House Medical Centre *

We hope to be operational again the following Monday afternoon but we may have a few teething problems that day – please be patient with us!

  • Patient Access on-line services will be unavailable from the 1st May to 1st July inclusive.
  • The service will be available again from the 2nd
  • If you would like to resume using Patient Access on-line services, you will need to re-register for this service.

Any changes made during this period are to ensure patient safety.

Will everything change on the 1st July?

  • From the 1st July the main changes for patients will be the delivery of urgent care. You will still phone your usual surgery number but if you need urgent or on-the-day care, your appointment will be at Moorfield House Surgery. For all routine appointments you will visit your usual surgery.
  • From the 1st July Hereford Medical Group will have a dedicated Care Navigation Centre answering all phone calls. This will allow receptionists who have been trained in ‘care navigation’ to deal with your call in a confidential environment.

Will I still be able to visit my usual site?

  • Yes you can attend the same the same site. However, if you could be seen more quickly at a different site, or it is more convenient for you, we will be able to offer that option.

Will I still be able to contact you on the same telephone number?

  • Yes, you will still phone the same number as you do now – 01432 352600

Will I still be able to book the same appointments?

  • Yes, appointment booking will be the same. However for urgent or on-the-day appointments you will be seen at Moorfield House Surgery.
  • Over time we will review services to see if Hereford Medical Group can provide these in a better way, but this will be a gradual process.
  • We are committed to ensuring that continuity of care is retained for patients with on-going health care issues as we know that this is important to you and good for patient care.

Will I be able to request my repeat prescription the same way as I do now?

  • Yes you will able to request and collect your repeat prescription in the same way as you do now.

Will I still be registered at my current practice?

  • You will be registered with Hereford Medical Group but you can still see your own GP or nurse and you can still attend the site of your choice.

Will Hereford Medical Group take new registrations?

  • Hereford Medical Group will take new registrations.

Have the Patient Participation Group been informed of the merger?

  • We have met and discussed the merger with the Patient Participation Groups from all surgeries.

Will you be making staff redundant?

  • No, all staff will be transferred over to the new merged practice under TUPE arrangements (this is a legal requirement to transfer employees to a new organisation under their current terms and conditions).

What will happen with the Patient Participation Groups?

  • We will combine the five individual PPGs into one group.
  • We discussed this with members of all five PPGs at the most recent meeting in April 2018.

Any questions or views?

  • If you have any questions or views please email Hereford Medical Group’s Patient Experience and Communications Manager – .bethany.wright2@nhs.net
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Care Quality Commission

Our recent Care Quality Commission (CQC) inspection in October 2014 gave us a rating of ‘Good’.

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Opening Hours

Monday 8:00 – 18:00
Tuesday 8:00 – 18:00
Wednesday 8:00 – 18:00
Thursday 8:00 – 18:00
Friday 8:00 – 18:00
We are closed on all Bank Holidays.
What do I do when the surgery is closed?
We do not offer extended hours appointments at Christmas.


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Friends and Family Test

We would be very grateful if you could spare the time to complete our Friends and Family Test – please access via the tab above

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Named GP

From April 2015 all patients, including children, will have a ‘Named Accountable GP’. This will usually be your ‘usual’ doctor.
Please ask our Reception team if you would like to know who your named GP is, or you would like to change your named GP.

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Out of Hours Appointments

From October 2014 appointments to see a doctor or nurse can be arranged between 6pm-8pm Monday to Friday, and from 8am-8pm on Saturday and Sunday.  Please telephone 01432 352600 to book an appointment.  These appointments are held at Wargrave House, 23 St Owen Street, Hereford, HR1 2JB and are provided via The Prime Minister’s Challenge Fund.

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On-line Access: Prescriptions, Appointments, Messages and Medical Records

If you would like to order your repeat prescription, make an appointment, send us a message or view your medications and allergies/adverse reactions via the internet,  please ask reception for details.

You will receive a print-out containing unique details to enable you to use our on-line access option. These details will only be given to you if the receptionist knows you or you have photographic proof of your identity (for confidentiality reasons).

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Patient Access On-line Services:

You may be aware that Quay House Medical Centre will be merging with four other Hereford medical practices on the 1st of July 2018.

Unfortunately, as a result of the merger process All Patient Access On-line Services will be cancelled and therefore unavailable from the 1st of May until the 2nd of July 2018.

This means the following services will be unavailable between 1st May and 2nd July.

Ordering Repeat Prescriptions, Booking Appointments, Sending Electronic Messages, Changing Address Details and Registering as a New Patient.

After the 2nd of July 2018, patients who wish to use the Patient Access On-line Services will be required to RE-REGISTER for this service.

We sincerely apologise for any inconvenience this may cause but, unfortunately, it is beyond our control.

We would like to thank you for your understanding and patience during our merger process.