Practice Information and downloadable information

Practice Information

Patient Leaflet

The practice has a patient leaflet, which can be collected from Reception or Patient Leaflet 

Complaints Procedure

Regrettably, patients sometimes find elements of our service not to their satisfaction.  Whilst we hope that the service that we provide does not cause you to complain, but with almost 24,000 patients we sometimes get things wrong.  If you feel that we have let you down or part of our service could be improved, please read and use our Complaints Procedure.

Access to Health Records

Should you wish to have access to your health records the practice can provide you with this information.  It is subject to Data Protection law, however, should you wish to find out more please read and use our Subject Access Request Form

GP Earnings 2017/18

All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.


The average pay for GPs working for 6 months or more in Crown Heights Medical Centre in the financial year 2017/18 was £78,217 before Tax and National Insurance. This is for 4 full time, 12 part time and 1 locum GP.

Practice Statement

To provide high quality patient care and best practice through the delivery of services which are timely, considerate and responsive to the needs of the patient population.

We trust that you will be happy with the services available from us.

Surgery Opening Times

Telephone lines 8.00 am – 6.30 pm Monday – Friday


8.00 am – 7:00 pm Monday – Friday

8:45 to 11:30 am Saturday

Making an appointment with the Doctor or Nurse

You can make an appointment to see a Doctor by phoning the surgery, by using the practice website or directly at reception. Appointments with a Nurse can be made either by phone or at reception.
You can see any Doctor you wish, but we generally advise that for ongoing problems you should try to maintain continuity by seeing the same Doctor. This will often be the Doctor with whom you are registered.

Telephone Consultations

If you feel your problem can easily be dealt with on the phone, please let the Receptionist know and they will arrange for a Doctor to phone you.

Telephone Triage – Same Day Appointments

For Same Day Appointments all patients will require a telephone triage appointment first.
This will also apply to patients that walk-in. 
Following the Telephone Consultation the GP can offer a face to face appointment if appropriate.
If a face to face appointment is not required additional services may be signposted.
Please note that Telephone Triage is not for;
Fit (Sick) Notes
Existing Problems
Non Urgent Problems

All Prescription and Fit Note requests will be processed by our Admin Team in line with our published turnaround times.
Existing and non-urgent problems will require a routine pre-bookable appointment.

Home Visits

If you are too unwell to come into the surgery and you require a home visit we would appreciate if, when possible, you could phone the surgery before 11.00am. Home visits do use up a lot of time, so we ask that whenever possible, please come into the surgery.

Out of Hours Care - NHS 111

Out of hours care can be accessed by dialling 111.

You can also use the 111 service for advice with minor illness 24 hours a day.

111 is free from U.K mobiles and landlines.


Think carefully before dialling 999. Situations where this may be appropriate are:

* If the patient is unconscious
* If the patient has had a suspect heart attack or stroke
* If they are seriously injured or fractured bones suspected
* If they are bleeding heavily


The main surgery is easily accessible from the bus and train stations. There is limited car parking at Crown Heights Medical Centre for short stay (60 minutes) and disabled patients. Access to the surgery from the car parks is via a lift. Unlimited parking is also available at Festival Place Car Park on Level B (this is not free). The surgery is accessed by a short walk across the footbridge which crosses Churchill Way.

Lifts are available in the surgery, should you require them.

The branch surgery is located in Old Basing - Manor Lane - Old Basing - Basingstoke - RG24 7AE

Repeat Prescriptions

There are a number of ways you can request a repeat prescription.
The most convenient is via the NHS app.

You can also request a repeat prescription via your pharmacy or via the post. If you wish for the prescription to be sent back to you, please supply a stamped addressed envelope. You can take advantage of the Pharmacy Collection and Delivery Service, which is arranged by yourself at your local pharmacy. When a repeat prescription is requested by any of these methods, it will take five working days to process your request.

Crown Heights Medical Centre is a Training Practice

We are a Training Practice and, as such, frequently have attached GP Registrars and Medical Students. GP Registrars are fully qualified Doctors who hold their own surgeries. You will occasionally be asked if you would be happy to see a Medical Student. Under such circumstances, the consultation will be fully supervised. You will always be given the opportunity to decline.

Infection Control Annual Statement 

See the 2019 statement here

Suggestions and Complaints

We are always pleased to receive suggestions that you may have as to how you feel that we could improve the Practice.
If you do have a complaint to make, please write to your own Doctor or the Practice Manager. We assure you that complaints are always taken seriously and we will follow a formal complaints procedure.

Feedback can also be given through the NHS website

Useful Telephone Numbers

The North Hampshire Hospital (01256) 473202
Hantsdoc (0118) 9365592
GU Clinic (01256) 313333
Phoenix (01256) 392500
Samaritans 0845 790 9090
CRUSE (01344) 411919
Basingstoke Counselling Service (01256) 843125
Maternity Department (01256) 313351
District Nurses (01256) 810683
Health Visitors (01256) 376558

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