Opening Times

Monday 8am-6.30pm
Tuesday 8am-6.30pm
Wednesday 8am-6.30pm
Thursday 8am-1pm
Friday 8am-6.30pm

General Information


We have a variety of helpful information and advice leaflets, booklets etc. on a number of medical topics. Please ask the Doctor or Nurse.


Consultations are by appointment. Visit or phone the surgery and the Receptionists will be happy to help. Urgent cases are always seen the same day but REMEMBER that 'fitting in' extras, or failing to ask for a "long appointment" if you know you will need extra time, causes delays for other booked patients.

Appointments can be made with either Dr Carlos Volkmar, Dr. Rena Ramoutar, Nurse Practitioner Heather Cannon, Nurse Emma Townsend or Nurse Terri Burtonshaw-Walker at the times listed below by calling on 01268 753591

Surgery times by appointment only  
Monday 8.30am - 11.00am | 2.00pm - 6.00pm 
Tuesday 8.30am - 11.00am | 2.00pm - 6.00pm
Wednesday 8.30am - 11.00am | 2.00pm - 6.00pm
Thursday 8.30am - 11.00pm 
 Friday  8.30am - 11.00am | 4.00pm - 6.00pm

If you are unable to keep your booked appointment,


Normal surgery opening times  
Monday 8.00am - 1.00pm | 2.00pm - 6.30pm
Tuesday 8.00am - 1.00pm | 2.00pm - 6.30pm
Wednesday 8.00am - 1.00pm | 2.00pm - 6.30pm
Thursday 8.00am - 1.00pm 
 Friday  8.00am - 1.00pm | 2.00pm - 6.30pm






NHS 111 - a free call from where you will be directed to the most appropriate department for your problem.





Severe shortness of breath

Extremely cold hands or feet

Palpitations or racing heart

Slurred speech, "as if drunk"

I've never felt so bad

Shivering uncontrollably

If a patient reports any of these symptoms, immediately contact Surgery, 111 or 999





The aim of this practice is to offer our patients a high standard of professional care, and quality of service at all times. 
To achieve this we will endeavour :-

  • To be courteous and considerate to our patients and their carers at all times.   
  • To ensure the safety of the families registered with us and all Practice workers at all times.  
  • To ensure that confidentiality regarding 'all medical matters relating to our patients and staff' is maintained at all times.  
  • To respond speedily and efficiently to any comments, suggestions or complaints made of the services we provide.  
  • To ensure co-ordination of services between the Practice, Hospitals, Social Services, Contractor Services and other agencies working with our Patients.  
  • To monitor the services provided by the Practice by continuing audit and regular reviewing of tasks performed.  
  • To support and encourage continuing education to all members of staff in the appropriate area of expertise.  
  • To ensure that these objectives are reviewed annually.

Your Local Pharmacist
Pharmacists offer professional free health advice at any time - you don't need an appointment. From coughs and colds to aches and pains, they can give you expert help on everyday illnesses. They can answer questions about prescribed and over-the-counter medicines.

Pharmacists can also advise on health eating, obesity and giving up smoking. Some pharmacists have private areas where you can talk in confidence. They may suggest you visit your GP for more serious symptoms. It is possible to purchase many medicines from the chemist without a prescription.

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 in High Road Family Doctors, in the last financial year was £176,114 before Tax and National Insurance. This is for 2 full-time GPs who worked in the Practice for more than 6 months.



We respectfully ask our patients to refrain from using social media sites (such as Facebook, Mumsnet, Twitter, etc.) to raise complaints about the practice, to make personal attacks on individual members of practice staff and/or to make inaccurate/false statements.

If patients wish to make a complaint or raise a concern, they should put this in writing to the Practice Manager. It is not appropriate to use social media to raise complaints about the practice or about practice staff.

We will report patients to the relevant social media site hosts and have the post removed if libellous or defamatory comments are made about the practice, or about practice staff.

The legal definition of defamatory is:

‘ Any intentionally false communication, either written or spoken, that harms a person’s reputation; decreases the respect, regard, or confidence in which a person is held; or induces disparaging, hostile or disagreeable opinions or feelings against a person.’

We exercise a ‘zero tolerance’ (as per national NHS guidance) toward any abusive, threatening or offensive behaviour and/or actions and we have the right to remove patients from the surgery list if this occurs.

The views and opinions posted by individuals on digital or social media are not shared by the High Road Family Surgery.

Sometimes information may be presented as fact, but it should not be relied upon as accurate, or as a true reflection of the views of this practice.


Risk Stratification

Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a particular condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. Information about you is collected from a number of sources including NHS Trusts and from this GP Practice. A risk score is then arrived at through an analysis of your de-identified information and is only provided back to your GP as data controller in an identifiable form. Risk stratification enables your GP to focus on preventing ill health and not just the treatment of sickness. If necessary your GP may be able to offer you additional services. Please note that you have the right to opt out of your data being used in this way.

Med Management

The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost effective treatments. This service is provided to practices within Castle Point & Rochford Clinical Commissioning Group and Southend Clinical Commissioning Group.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

• Data Protection Act 1998

• Human Rights Act 1998

• Common Law Duty of Confidentiality

• Health and Social Care Act 2012

• NHS Codes of Confidentiality, Information Security and Records      Management

• Information: To Share or Not to Share Review

Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.

We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on and / or in accordance with the new information sharing principle following Dame Fiona Caldicott’s information sharing review (Information to share or not to share) where “The duty to share information can be as important as the duty to protect patient confidentiality.” This means that health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott principles. They should be supported by the policies of their employers, regulators and professional bodies.

Who are our partner organisations?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations;

• NHS Trusts / Foundation Trusts

• GP’s

• NHS Commissioning Support Units

• Independent Contractors such as dentists, opticians, pharmacists

• Private Sector Providers

• Voluntary Sector Providers

• Ambulance Trusts

• Clinical Commissioning Groups

• Social Care Services

• Health and Social Care Information Centre (HSCIC)

• Local Authorities

• Education Services

• Fire and Rescue Services

• Police & Judicial Services

• Voluntary Sector Providers

• Private Sector Providers

• Other ‘data processors’ which you will be informed of

You will be informed who your data will be shared with and in some cases asked for explicit consent for this to happen when this is required.

We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure.

Access to personal information

You have a right under the Data Protection Act 1998 to request access to view or to obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. In order to request this, you need to do the following:

• Your request must be made in writing to the GP – for information from the hospital you should write direct to them

• There may be a charge to have a printed copy of the information held about you

• We are required to respond to you within 40 days

• You will need to give adequate information (for example full name, address, date of birth, NHS number and details of your request) so that your identity can be verified and your records located

Objections / Complaints

Should you have any concerns about how your information is managed at the GP Surgery, please contact the Practice Manager, Mrs. Jill Lewis.   If you are still unhappy following a review by the GP practice, you can then complain to the Information Commissioners Office (ICO) via their website (

If you are happy for your data to be extracted and used for the purposes described in this privacy notice then you do not need to do anything. If you have any concerns about how your data is shared then please contact the practice.

Change of Details

It is important that you tell the person treating you if any of your details such as your name, address or mobile phone number have changed or if any of your details such as date of birth is incorrect in order for this to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.


The Data Protection Act 1998 requires organisations to register a notification with the Information Commissioner to describe the purposes for which they process personal and sensitive information.

This information is publicly available on the Information Commissioners Office website

The practice is registered with the Information Commissioners Office (ICO).

Who is the Data Controller?

The Data Controller, responsible for keeping your information secure and confidential is The Practice Manager, Mrs. Jill Lewis.


Should you have any concerns about how your information is managed by the Practice please contact the Practice Manager, Mrs. Jill Lewis.

If you are still unhappy following a review by the Practice you can then complain to the Information Commissioners Office (ICO),, telephone: 0303 123 1113 (local rate) or 01625 545 745


At our last inspection on 11.09.2019  the Surgery was rated overall as GOOD.    For further information regarding who the CQC are and their responsibilities to you



The Practice shares your diabetes related data with the Diabetic Eye Screening Programme operated by Health Intelligence (commissioned by NHS England). This supports your invitation for eye screening (where you are eligible and referred by the Practice) and ongoing care by the screening programme. This data may be shared with any Hospital Eye Services you are under the care of to support further treatment and with other healthcare professionals involved in your care, for example your Diabetologist.

For further information, take a look at Health Intelligence’s Privacy Notice on the diabetic eye screening website: