Term time: Monday - Friday: 9 am - 5 pm

Non-term time: Monday - Friday: 9 am - 1 pm & 2 pm - 5 pm

Out of hours service: Call 01753 865773.

You will need the surgery details: Clarence Medical Centre, Royal Holloway

For the monthly Protected Learning Time closures please see below. 

How to get here

You can get to the GP Surgery on the East side of the Founder's building using the steps opposite the Windsor Building. Once inside Founder's the surgery is on the right. The GP Surgery has disabled access via the lift between Founder's main reception and Crosslands, or by prior arrangement from inside the North Quad. If your disability or illness means you are unable to get to the surgery please let us know and they will make alternative arrangements. 

There is a NHS triage process in place for appointments. Triage using telephone and online consultation tools means that every patient contacting their practice is first triaged before making an appointment.

• Call the surgery on 01784 819131
• Use the online consultation service for non-urgent appointments

For routine, non-urgent, queries please email the GP surgery team.

The team can provide Clinical Pharmacist and Musculoskeletal appointments in the surgery.

Appointment cancellations

Please help the smooth running of the practice by letting them know promptly if you will be unable to attend your appointment or no longer require an appointment.  This will allow the reception team to re-allocate your appointment to another patient and help reduce waiting times. 

If there is a particular clinician you'd like to see please let the reception team know when you speak to them so they can accommodate this preference. Please be aware they may be able to offer you an earlier appointment without a preference. Appointments with a GP may not always be available on the same day (unless triaged for a same day appointment). 

Extended hours & GP hub appointments

The GP surgery are able to offer extended hours access to NHS services to patients. Patients can book a telephone appointment to speak directly to a GP on Monday & Thursday evenings after routine services have closed for the day.  Patients can also book extended hours appointments to be seen at the branch surgery in Windsor on a Monday evening. Please ask at reception for these appointments

Evening and weekend appointments are available at King Edward Hospital, Windsor. These appointments are bookable in advance via the Clarence Medical reception team.  Further details are available online here.    

• In an emergency call 999 for the emergency services
• Immediately afterwards please call campus security on 01784 443888 (or 444 on an internal line) 
• The security team will ensure the emergency services are escorted to the correct location on campus as quickly as possible

'Do you want advice from your GP, self help information or have an administrative request (e.g. a sick note or test results)?

Contact them and get a response before the end of the next working day or sooner if you are requesting an on the day appointment. 

https://accurx.nhs.uk/patient-initiated/K81074

Sexual Health and STI appointments 

There are regular sexual health and STI appointments available with Dr Wendy Morton or Dr Laura Dickinson. These appointment slots provide access to full sexual health history screening (including HIV testing and counselling, chlamydia and gonorrhoea testing).  Certain conditions requiring more specialist treatment will require attendance at the Garden Sexual Health Clinic in Slough but every effort will be made to provide treatment within the practice where possible. 

Please book an appointment with Dr Morton or Dr Dickinson at one of their surgeries via reception. 

STI screening 

Patients who solely require screening can also obtain STI kits at Jays Pharmacy in Egham or online or by text from the NHS.  If you are under 25 and living in Surrey you can order a free Chlamydia and Gonorrhoea test by text . Text the word REACH, followed by your full name, address and date of birth to 80010. 

Contraception / Family planning appointments 

There are regular contraception appointments at the surgery. Apppointments are bookable via the surgery reception team. 

STI testing kits 

The Students’ Union provides free STI testing kits and condoms which can be picked up from the waiting room to the Advice Centre (on the first floor of the SU building). You can also collect free STI testing kits from behind the Union Shop sales desk- please pop in to get one. 

The GP surgery team recommend patients download the official NHS app which supports and enhances practice services.

On the app patients can self-register for online services including access to a summary of your medical records and the opportunity to request repeat medication on prescription. 

You can download the app from the App Store or Google Play.

The practice is an appointment led GP surgery so for first aid you should contact your School or the building first aider or campus security. 

Signs are on display across campus to alert you to the closest first aider. 

You can also contact the NHS on 111 for routine medical advice or triage.

GP surgeries in the East Berkshire CCG - of which the GP Surgery is a part - close for mandatory clinical and non-clinical staff training one afternoon per month.  

On these days, phone lines will be diverted to the out of hours service as a first point of contact until 6:30pm and then will be picked up by NHS 111.  

Closure times can be provided by the reception team.

• General Practitioners (GPs) look after the health of people in their local community and deal with a range of health issues.  They also provide health education, offer advice on diet and smoking, run clinics, give vaccinations and carry out simple surgical operations.
• Nurse Practitioners are registered nurses who have completed additional training to either degree or masters level.  As a result of their enhanced training they are able to assess, diagnose, treat and manage illness and disease and prescribe some medications.

Complaints

If you wish to make a complaint this should be made in writing to the Practice Manager. 

This should be sent to Heather Morse, Practice Manager, Clarence Medical Centre, Vansittart Road, Windsor, SL4 5AS or by email.

The Practice will acknowledge receipt within three working days and aim to have looked into the matter within ten working days.  You will then receive a formal reply in writing, or may be invited to meet with the person(s) concerned to attempt to resolve the issue.  When the investigations are completed a final response will be sent to you.

Appeals: 

If you are dissatisfied with the outcome you have the right of appeal to the Ombudsman.  The contact details are: The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.  Tel: 0345 015 4033.  www.ombudsman.org.uk.  

PALS

You may also approach the Patient Advice and Liaison Service (PALS) for help or advice.  

The PALS within Berkshire PCT can be concated by telephone on 01753 635615 and they can provide confidential advice and support, helping you to sort out any concerns you may have about the care the Practice provides, guiding you through the different services available from the NHS. 

Clarence Medical Centre was subject to a CQC inspection in November 2019 and their services were recorded as good. 

The full CQC report and evidence table can be found here on the CQC website.

Please note the on-site surgery was not visited as part of this inspection.  

The GP surgery team hold regularly Patient Participation Group meeting. 

The PPG meeting is intended to (i) be a critical friend to the practice providing the surgery with a patient perspective, (ii) allow regular communications and information sharing between the surgery and patients, (iii) allow for discussion of topics of mutual interest and (iv) help and encourage patients to be empowered to take responsibility for their health. All registered patients of the GP Surgery are welcome to attend.

Ask at reception for the date of the next meeting. 

To easily access healthcare in the UK you will need to register with a GP when you arrive here.  Details of how to register with the on-site GP surgery can be found below.  We recognise that navigating a healthcare system that may be very different to what you are used to may be challenging and confusing. UKCISA (the UK Council for International Student Affairs) provide comprehensive advice on the practicalities of healthcare in the UK and also tips on looking after yourself.  You can find all the details here.  

The University International Advice team also run information sessions at the start of the academic year to help you understand the NHS and it's services.  Contact them to find out more about these sessions.