Putnoe Medical and Walk-In Centre, Bedford.
93 Queens Drive
Putnoe • Bedford
MK41 9JE


Information from the Care Quality Commission

Putnoe Medical Centre is regulated by the Care Quality Commission (CQC). For more information on the CQC please visit www.cqc.co.uk

CQC Report 

Putnoe Medical Centre has been rated 'Good' by the Care Quality Commission.

Patients Rights & Responsibilities

We aim to provide our patients with the highest possible standards of medical care and to treat our patients with respect and courtesty.

We encourage patients to use our services appropriately, and to keep or cancel appointments that have been made. Many hours of doctors' time is wasted by patients who fail to attend for their appointments, and this means other patients cannot be seen or have to wait longer.

We expect patients to treat staff with courtesy and respect. We have a zero tolerance policy towards aggressive behaviour and patients who are rude, abusive or aggressive will be warned about their behaviour and may be taken off the practice list.

Patient Participation Group (PPG)

The PPG has been active since 1996 and provide a vital source of advice, resource and patient centred feedback. The PPG aim to represent and link the whole patient community to the practice in a number of ways including regular meetings and opinion surveys.

They have developed an extremely successful series of walks for health groups and regular coffee mornings.

If you are interested in joining this Group that meets quarterly or wish to register to participate in our annual Patient Survey please contact the Quality Manager on 01234 221970.

Virtual Patient Reference Group

Would you like to have a say about the services provided at Putnoe Medical Centre?
If so, we would like to hear your views and invite you to join our ‘virtual’ Patient Reference Group. 

There will be no formal meetings but we will keep in touch occasionally via emails or the post to seek your views on surgery issues. 

If you are interested, please email us at pmc.prg@nhs.net, or call Caroline on 01234 221976. Alternatively you can ask for a form at Reception. Thank you.

Patient Participation and Reference Groups Reports

We have collected patient feedback over the last year via our two Patient Groups and various other sources (Comment Cards, Friends and Family Test, National Patient Survey, informal interviews in the Waiting Room and Complaints and Compliments).

In liaison with our two Patient Groups we have agreed The Patient Feedback and Action Plan and The PMC Patient Involvement Report (which is required by  NHS England to summarise our patient participation over the last year). 

The three agreed priority areas are:

  • To implement more online appointments including Practice Nurses and for blood tests and advertise the Smartphone App to access the online services more easily 
  • To produce the first of a quarterly Practice Newsletter
  • To have a Patient Open Evening – scheduled for Wednesday 3 June 7-9pm (to coincide with the National Patient Participation Awareness Week)


We are very pleased that our patient satisfaction has continued to improve and we will continue to consult with our patients on a regular basis to ensure this is maintained and our services reflect our patients’ needs.


Disabled Access

We have full access for disabled patients at Putnoe including a lift to the first floor if required.

Zero Tolerance to Aggressive Behaviour

This practice supports the "Zero Tolerance" campaign for Health Service Staff and will not accept verbal or physical abuse towards our Doctors or Staff.

Any reported incidents may result in the offending patient being removed from the Practice list.

Complaints Procedure

We operate an in-house complaints procedure in accordance with current NHS guidelines. Written complaints should be addressed to Mrs Sam Paul, Practice Manager. An initial response is made within 3 working days.

Thereafter any necessary investigations are carried out and a report offered as soon as possible.

Download our Complaints Leaflet for further information.

Data Protection

Safeguarding confidentiality is an important element of general practice. All information held by us is subject to the Data Protection Act 1998.

This includes the requirements that personal date can only be held for specific purposes and cannot be used for purposes other than which it was collected.

General Practice Extraction Service

From Autumn 2013 there is a new national system, General Practice Extraction Service (GPES) which will be used to extract GP data monthly. This will include patients NHS numbers, date of birth, postcode and gender which will allow patients’ GP data to be linked to their hospital data.  Only coded information about referrals, NHS prescriptions and other clinical data.  You can opt out of this if you wish.

Further information is available in the following documents:

If you wish to opt out please let Reception know.

Your Computerised Medical Records

We are asking our patients to decide if you wish us to securely share your computerised medical records with other healthcare organisations who use the same computer system as this Practice.

This will help healthcare professionals to provide you with better care as they will be able to access your full computerised medical records.

Putnoe Medical Centre has recently started to use the secure electronic Detailed Care Health Records (eDCM) computer system called SystmOne. With your permission, this system can allow us to share your full health record held here with other healthcare services which provide care for you and use the same system. This will help us all to deliver the best level of care for you, because, wherever you go, the doctors and nurses will be able to see what has already happened to you, the medicines you are on and what you are allergic to. It's a much safer way to carry out healthcare.

You can decide whether you want to securely share any of your information recorded in this Practice with other NHS Services who use the SystmOne computer system - this is known as 'sharing out'
You are also able to control whether any information which has been recorded elsewhere can be viewed by another healthcare organisation who use SystmOne (every organisation will ask your permission) - this is known as 'sharing in'

Make your Choices

Please download, print and complete the sharing information choices form below and return to:
Putnoe Medical Centre
93 Queens Drive
MK41 9JE

Infection Control Annual Statement 2017/18

The Practice Infection Control Lead is Rachel M White, Practice Nurse.

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff.

Read our Infection Control Annual Statement...

Summary Care Record

The NHS in England has introduced the Summary Care Record, an electronic health record that can be accessed when you need urgent treatment from somebody other than your own GP. Read more...

Named GP

All GP practices are required to allocate a named GP to every patient, including children by the 31 March 2016. This does not affect your care in any way and you can still choose to see any doctor of your choice. Please ask at Reception or when calling the Practice to find out who is your named GP.

Whilst we endeavour to give you an appointment with a GP of your choice this is not always possible.

All patients registered at Putnoe Medical Centre have been allocated a named accountable GP.

GP Earnings

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

The average pay for GPs working at Putnoe Medical Centre in the last financial year was £77,138 before tax and national insurance. This is for 5 full time GPs, 6 part time GPs and 1 locum GP who worked in the practice for more than six months.

Chaperone Policy

This Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

Prescribing Protocol for Patients

There are various ways in which you can request and obtain your repeat prescriptions. These are listed below and for more information please ask at Reception.

Repeat Prescription Requests

Please give 48 hours’ notice when requesting a repeat prescription which you will be collecting from the surgery.  Please indicate your requirements by with a tick on your repeat prescription slip and hand it into Reception or place in the Repeat Prescription Box at Reception. 

Alternatively you can write to us enclosing a S.A.E. and we will send it back to you. 


Bank Holidays and Weekends

Whilst the Walk In Centre is open at weekends and Bank Holidays this service does not provide repeat prescriptions.  Please ensure you do not run out of your medication at weekends and holiday periods.

On Line Repeat Prescriptions

You can sign up to order your repeat prescriptions online.

You will need to provide photographic identification to Reception to obtain your password for this.

Collecting Prescriptions

Your prescription will be ready for collection after 6pm on the 2nd working day (48 hours) after submitted it (provided it was submitted before midday).

Alternatively you can request us to forward your repeat prescription to your preferred chemist. For this service we will require 72 hours notice.

Pharmacy Collection of Repeat Prescriptions

If you choose for your script to go to a local pharmacy directly then please allow at least 5 days for this to be processed by the Practice and the Pharmacy.

Urgent prescriptions

These will be available for collection between 6.00pm—6.45pm from Reception.

Electronic Prescription Service – New from February 2016

This service enables us to send your prescription electronically to the Pharmacy of your choice. The Electronic Prescription Service is reliable, secure and confidential.

If you would like to use the Electronic Prescription Service

  • You will need to ‘nominate’ a pharmacy to receive your prescriptions electronically. You can ask a member of staff in the pharmacy to arrange this, or a member of staff in the surgery.  A nomination form is attached.
  • You can then continue to order your prescriptions in the usual way, but instead of a paper prescription being collected by you or your pharmacy, the prescription will be sent to them electronically.
  • You should try to ensure that on most occasions you collect your prescriptions from your nominated Pharmacy. However, if you don’t wish to use your nominated Pharmacy for a particular prescription just make sure you let the surgery know when you request the prescription. For example if you wish to collect a prescription from the surgery reception, or a different pharmacy.
  • Nomination is very flexible and can be cancelled at any time by asking a member of staff at the pharmacy or the surgery.