HAROLD ROAD SURGERY INFORMATION FOR PATIENTS. Appointments: Enquiries: Emergencies: Fax:

Transcription

1 HAROLD ROAD SURGERY 164 Harold Road, Hastings TN35 5NH Fairlight Village Hall, Broadway, Fairlight Pett Village Hall, Pett Road, Pett Web: Appointments: Enquiries: Emergencies: Fax: INFORMATION FOR PATIENTS

2 Welcome To Harold Road Surgery This booklet has been provided to inform you how to make the most of the many services we provide at the surgery. If you keep it safe, you will find it a very useful guide to our practice. A few moments spent familiarising yourself with this information will help us to give you the best service we can. THE PRACTICE There has been a doctor s practice here since the 1920s, but it became a six-doctor group in 1986 and more recently a five-doctor group. The practice is constantly changing and developing to provide our patients with the most up-to-date care in the National Health Service. We have an internal telephone exchange and we are fully computerised. Our staff of 12 receptionists, team of practice nurses, team of dispensers and a practice manager, are there to help you. THE DOCTORS DR GREGORY G E WILCOX (m) DR PARVIN N DHALLA (f) DR RICHARD J W TILL (m) DR KATE STOCKS (f) DR PAUL SEAL (m) DR MICHAEL CALAIS (m) MB BS DRCOG MRCGP FAMILY PLANNING CERTIFICATE Qualified London Joined the practice in He has extra experience in ENT and psychiatry. MB ChB MRCP Qualified Bristol Joined the practice initially as an assistant in Special interest in respiratory medicine and child health. MB ChB BSc FAMILY PLANNING CERTIFICATE Qualified Birmingham Joined the practice in He has extra experience in chest medicine and paediatrics. MBBS MRCGP Qualified London 2000 Joined practice January 2014 Special interest women s health and paediatrics MB CHB DCH DRCOG Qualified Sheffield 1993 Joined the practice June 2014 Special interest paediatrics BSc MBBS MRCGP Qualified London 2009 Joined the practice October 2014 SURGERY OPENING HOURS Monday 7.40am pm, pm by appointment only Tuesday 7.40am pm, pm by appointment only Wednesday 8.30am pm, pm by appointment only Thursday 7.40am pm, pm by appointment only Friday 7.40am pm, pm by appointment only Saturday and Sunday Closed We close for lunch 12.30pm pm Appointments am pm Enquiries am pm Opening hours are subject to change - please check with reception. DISPENSING PATIENTS Tel: Dispensing Hours Monday, Tuesday, Wednesday, Thursday pm (Closed pm) Friday pm The prescribing doctor will inform patients of other pharmacist suppliers open outside these hours if requested at the time of consultation. CONSULTATION TIMES Appointments Monday Tuesday & Wednesday Thursday Friday am & Pett Village Hall 2.00pm pm & Fairlight Village Hall 12 noon (appointment only) pm pm Asthma Clinic pm Antenatal Clinic am (Tuesday) am (Wednesday) pm pm (Wednesday) am Diabetic Clinic on Wednesday am Fairlight Village Hall 12 noon (by appointment only) 1st and 3rd Thursday of month am Health Care Assistant at Fairlight Village Hall pm pm Child Immunisations pm Asthma Clinic pm am & Pett Village Hall 9.00am pm pm All consultations by appointment only

3 ADVERTISING FEATURE Residential Care Home More like a country hotel than a residential home in rural Sussex Reception area Two spacious day rooms Elegant dining room 21 en-suite bedrooms (11 on the ground floor, 10 on the first floor) Passenger and wheelchair lift All rooms have colour television, video connection, intercom and nurse call system Whitegates is a small privately owned residential & retirement home near Westfield in East Sussex. This immaculate, well kept, purpose built home is set in five and a half acres of beautiful countryside and is situated just a short walk from Westfield village. In this popular location, discreet care and support is provided to support elderly people to retain their independence in a dignified and supportive manner. Arrange a visit - call us on Whitegates Retirement Home, Westfield Lane, Westfield, Nr Hastings, East Sussex TN35 4SB About Whitegates Whitegates offers a warm, caring environment, providing country hotel style personal service and companionship, whilst respecting the wishes of the residents for individual privacy. The home has been purpose built with every comfort and practical convenience for the benefit of elderly gentlefolk in mind. There are currently 21 light and spacious en-suite bedrooms, 11 on the ground floor and 10 on the first floor, which are served by a passenger and wheelchair lift. Two of the ground floor rooms are suitable for couples. All rooms have been tastefully furnished and decorated to an extremely high standard and favour a traditional and classic style decor. In our residential home residents are encouraged to bring some of their cherished belongings with them, to help them feel at home. Each large bedroom or suite has an en-suite bathroom, colour television and a video connection, an intercom and nurse call system to allow communication between bedroom and all areas of the home. Outside, there are two acres of landscaped gardens to unwind and relax in, with the majority being available for level walking. The garden also features secluded areas with garden benches for enjoying the clement weather with an arbour and sheltered patio area for taking in the sunshine. The ground and first floor are level making them suitable for all residents mobility. There is ample parking for residents and their visitors. EMERGENCIES Please call and you will be rerouted automatically to our 24-hour emergency service. This service is manned and managed wholly by fully trained, local, full-time general medical staff with GP cover. Please remember not to call the doctor out of surgery hours except for serious emergencies. All calls to this service are recorded. Please note these services are not provided by the surgery. The Primary Care Trust is responsible for commissioning the services. APPOINTMENTS For appointments at Harold Road, please call between 8.30am pm. Village Hall appointments must be made on We operate an appointments system for all our surgeries. If you have an emergency which cannot wait, a doctor is always prepared to see you at once. If you wish to see your own doctor at a specific time, we recommend you book well in advance. You will understand that we cannot offer a wide range of appointments to patients booking only 24 hours ahead. Our receptionists are instructed to book any patient on the same day if the case is urgent. It may be helpful if you are able to give the receptionist an idea of the nature of your complaint. If you or your child has a rash or infectious disease, please inform the receptionist on arrival. If you have a problem you suspect may take longer than usual, please ask the receptionist to book you extra time. We are now able to offer appointments via our website. Please speak to one of our receptionists for further details. CANCELLING APPOINTMENTS If you are unable to keep an appointment, please telephone the surgery on or as soon as possible, in order that we may offer your appointment to another patient. HOME VISITS If, for medical reasons, you are unable to get to the surgery, please call between 8.30 and 10.30am to request a visit. Calls after this time usually disrupt other patients appointments and should only be made in an emergency. Children can nearly always be wrapped up and brought to the surgery where there are better facilities for diagnosis and treatment. If you are uncertain whether you need a visit, the doctor will be happy to advise you on the telephone. ENQUIRIES AND ADVICE These calls may only be made on If you wish to speak to the doctor, please call between am. It is best to call in the afternoon for the results of tests as the receptionists will have more time to deal with your enquiry. Residents are free to do those things which they have always enjoyed. We believe this helps maintain a person s purpose and self worth, which upholds their dignity and fosters a respectful environment. Our philosophy is to facilitate and support each resident towards achieving as much independence as their personal circumstances permit. To advertise your business to our patients on low cost, easy payment terms call HOW DO I...REGISTER WITH PRACTICE? Please call into the surgery to complete the necessary registration forms.

4 ADVERTISING FEATURE Quality Homecare Commission For Social Care Inspection Approved Do you feel you need a little help with: Shopping, Cleaning or Cooking? Or maybe you need more personal help with: Washing or Dressing? Whatever your needs, with our competitive rates and highly trained staff who are all police checked, we are sure we can help. We operate in the following areas: Rye, Hastings, Westfield, Battle, Bexhill and surrounding rural locations Working in the community to help you enjoy life, not just live it! Our aim is to provide: Privacy Independence Dignity Our staff are trained to national care standards, having caring attitudes and a good sense of humour to match all needs. A1 Quality Homecare Ltd 402 The Ridge Hastings TN34 2RR Phone: / Fax: a1qhc_ltd@btconnect.com Why not stay in the comfort of your own home? Homecare allows clients to enjoy the comfort and security of living in their own homes. People who are finding it difficult to manage at home, through infirmity, illness or disability, should be given the help and support they need to allow them to live in the community, amongst their friends and relatives, for as long as they are willing or able to do so. There is a wide range of services available from both the local council and also from private homecare agencies who are dedicated to providing those in need with the correct levels of help and support they need. These services do vary anything from a minimum of a quarter of an hour daily up to continuous twenty-four hour care. They cover various areas such as personal care, respite, domestic and social care, household duties, shopping etc in fact, anything the patient may need. The service users can also expect daily or live-in help to be carried out by trained carers. The overall aim is to enable clients to have a high standard of care and to improve their quality in life whilst remaining in the comfort of their own homes. If you believe you would benefit from this type of assistance then you can contact your local care agency who will then assess your personal needs. REPEAT PRESCRIPTIONS Requests for repeat prescriptions must be made in person or in writing with 48 hours' notice. Regular repeats will have a computer slip: please tick the items you require. Rural patients are requested to indicate on their computer slip where and when they would like to collect their drugs. We are unable to take prescriptions by telephone (on ) unless other means are impossible. Patients who wish to discuss their repeat prescriptions should contact us on the following direct telephone numbers: Rural patients: Town patients: am pm (closed pm) 9.00am - 12 noon We are now able to offer repeat prescriptions via our website. Please speak to one of our receptionists for further details. PRACTICE STAFF Our practice manager will be able to help you with any non-medical or administrative aspects of your health care. If you have any suggestions or complaints, please ask to see her. Our team of receptionists have been specifically trained to help you. Their job is often difficult, but if you tell them clearly what you require they will do their best to help. Our team of dispensers are there to provide medicines for our rural patients. They can usually help with queries over your prescriptions and will arrange for medicines to be collected at the Village Halls. THE PRACTICE NURSES Mrs Linda Snelling RGN RNMs FP Cert Diploma in Diabetes Management, Mrs Carol Pankhurst RGN Diploma in Asthma (Greenwich) Diploma in COPD (Liverpool), Nurse Cathy Lee RGN and Nurse Judith Wynn RGN are our four practice nurses and have their own purpose-built treatment rooms. If you have a minor problem about which you would prefer to consult them, please contact the receptionist for an appointment. Mrs Julia Fellows is our experienced health care assistant. NURSE PRACTITIONER We have a trained nurse practitioner, Mrs Sara Terry BSc (Hons) DN RGN. She is a qualified nurse who can use nursing skills plus additional skills not usually used by nurses - such as physical examinations. She can assess patients' problems and health needs, plan care and make referrals. To book an appointment with her at the surgery, please ask the receptionists. Attract more business by placing your advert here. Simply call

5 FBS Cornf ield Law LLP S o l i c i t o r s 47 Cornfield Road Eastbourne East Sussex BN21 4QN Telephone: For a Free Interview on Personal Injury Claims Contact Roderic Dicker LLB Member of the Law Society Personal Injury Panel Ask about No Win No Fee Home Visits Available ACCIDENT LINE Law Society Accredited Personal Injury Specialist Let our practice publications promote your business for you! To place an eye-catching advertising feature in our vitally important Practice Booklets, indispensable Appointment Cards & Website simply phone Veronica Smith now on To advertise your business to our patients on low cost, easy payment terms call STAFF ATTACHED TO THE PRACTICE DISTRICT NURSES We have a team of nurses who work with us in the community. If you need a district nurse, please contact the receptionist by 11.00am when the nurses collect their visit data. COMMUNITY PSYCHIATRIC NURSE We work closely with our nurse who provides morning and afternoon counselling sessions on a weekly basis for conditions such as stress or depression. She only takes referrals from your doctor. However, if you need to contact her, please telephone Westwood House MIDWIFE A trained community midwife is available through the doctor for antenatal care. Pre-conception advice is available through your GP. HEALTH VISITOR The health visitor is trained in the care of the elderly, families and young children. If you need to see her please contact reception. MACMILLAN NURSES These highly trained nurses are experts in the care of the terminally ill. Please ask your doctor or nurse if you feel they may be able to help. PODIATRY/CHIROPODY An NHS chiropody service operates from the surgery every week. Your doctor can refer you to this clinic for certain conditions; it offers treatment and advice for foot problems, in particular for patients with diabetes, circulatory or gait problems. TRAINEE DOCTORS AND MEDICAL STUDENTS Our practice is a training practice. At times we have trainee doctors and medical students at the surgery. You will be informed if a student is going to be present at your consultation. Please inform reception staff if you have any concerns about this. MEDICAL SERVICES Periodic Health Checks Elderly: If you are over 75 years of age and have not been seen by a nurse or doctor within the last 12 months, we invite you to make an appointment with a doctor or practice nurse. All Patients: If you have not been seen by a nurse or doctor within the last three years, we would invite you to make an appointment with a doctor or practice nurse. ANTENATAL CLINIC Monday pm or by arrangement Please do not bring your child if they have an infection. The midwife always attends these clinics. VACCINATIONS AND IMMUNISATIONS Children: Thursday pm. If you are unsure whether your child needs a vaccination, you are welcome to ask the receptionist or the practice nurse. Adults: We advise you to keep your vaccinations up to date.

6 HOLIDAY AND TRAVEL VACCINATIONS The practice has been appointed as the area Yellow Fever Vaccination Centre. For advice and vaccination for travel, please contact the practice nurses. INFLUENZA VACCINATION In October every year we offer free flu vaccinations to patients, particularly those over 65 or with a history of heart or chest disease, diabetes and those who live or work in institutions or nursing homes. We offer the vaccine via the practice nurse and the doctor. Please ask for details. We also offer a vaccination against pneumococcal pneumonia for the same group at risk. One injection offers a 10-year immunity and is free. CERVICAL SMEAR TESTS We recommend a smear test every three to five years from years of age depending on age and clinical history. ECGs, DRESSINGS AND EAR SYRINGING These can all be arranged with the practice nurse. Please ask the receptionist. BLOOD TESTS These can be arranged with the phlebotomist. Please ask at reception. FAMILY PLANNING Your doctor or nurse will be pleased to offer contraceptive advice by appointment but special arrangements must be made if you require a cap or coil fitting. WELL PERSON CLINICS These clinics offer, where appropriate, advice on general health care, healthy lifestyle and diet and checks on blood pressure, weight and urine. We may be able to help you stop smoking or give advice on alcohol and cholesterol. If you feel you need any of these services, please ask the receptionist or your doctor. DIABETES CLINIC A clinic is held on Wednesdays by appointment for the specialist care of diabetes. WEIGHT REDUCTION AND HIGH CHOLESTEROL The practice nurses offer advice, support and follow-up for dietary problems such as overweight, high cholesterol and diabetes. These services are by appointment only. CHEST CLINIC The practice runs a clinic for the treatment and management of asthma and other breathing conditions, by appointment. SMOKING CESSATION ADVICE The practice nurses offer advice and support to patients wishing to stop smoking. MINOR SURGERY The doctors offer treatment by special appointment in surgery hours for minor procedures, such as joint injections and cryotherapy of some skin conditions. Please ask your doctor for details. NON-NHS EXAMINATIONS Medical examinations for special reasons, eg employment, fitness to drive or insurance are not undertaken during routine surgery times. As special appointments may be made on Fridays from 3.00pm, a fee is normally payable for these non-nhs services. We are now a registered VAT practice and as such, may need to charge VAT for certain medical examinations/reports. NON-NHS CERTIFICATES Sickness certificates covering a period of up to seven days are not provided by the doctor. Self certificates for this purpose are available from reception. Other forms eg BUPA, holiday cancellations or passports may usually be left for collection within 48 hours. The doctor is expected to charge for these certificates. PARKING AND DISABLED ACCESS There is always parking space available next door to the surgery. Ramps and toilet facilities for the disabled are provided. Please contact the receptionist if you have any special needs. PRACTICE COMPLAINTS PROCEDURE If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria. Privacy and confidentiality of your medical records Your medical record is a life-long history of your consultations, investigations, prescriptions, illnesses and other treatments. The doctor-patient relationship sits at the heart of good general practice and is based on mutual trust and confidence. The evidence of that relationship over the years is your medical record. At the Harold Road Surgery we maintain all our patients' medical records on our practice computer system. Your doctor is responsible for the accuracy and safekeeping of your medical records. You can help us keep it accurate by informing us of any change in your name, address, marital status and by ensuring that we have full details of important medical history. If you wish to move to another area or change GP, we will send your records to the Primary Care Trust to be passed on to your new practice. However, we shall keep a copy of all entries made on our computer whilst you were registered with us. You have a right to keep your personal health information confidential between you and your doctor. This applies to everyone over the age of 16 and in certain cases to those under 16. The law does impose a few exceptions to this rule but, apart from those detailed on the next page, you have a right to know who has access to your medical records.

7 Who else sees my records? There is a balance between your privacy and wellbeing and we will normally share some information with others involved in your health care, unless you ask us not to. This could include doctors, nurses, NHS Trusts, Primary Care Trusts, Social Services, education service, private sectors (ie insurance companies), therapists and technicians involved in the treatment or investigation of your medical problems. Our practice nurses, district nurses, midwives and health visitors all have access to the medical records of their patients. It is our policy to maintain a single medical and nursing record for each patient. We believe that this offers the best opportunity for delivering the highest quality of care from a modern Primary Care Team. Our practice staff have limited administrative access to medical records. They notify the Health Authority of registration details and perform various filing tasks. All our doctors, nurses and staff have a legal, ethical and contractual obligation to protect your privacy and confidentiality. Where else do we send patient information? We are required by law to notify the Government of certain infectious diseases (but not AIDS) eg meningitis, measles, for public health reasons. The law courts can also insist that GPs disclose medical records to them. Doctors cannot refuse to co-operate with the courts. We are often asked for medical reports from solicitors. These will always be accompanied by the patient's signed consent for us to disclose information. We would not normally release any details about other people that are contained in your records (eg spouse, children, parents etc) unless we also have their consent. Listed information is shared with health authorities to help them organise national programmes for public health, such as childhood immunisations, cervical smear tests and breast screening. GPs must keep the Primary Care Trusts up to date with all registration changes, additions and deletions. Social Services, the Benefits Agency and other Government agencies may require medical reports on you from time to time; these will often be accompanied by your signed consent to disclose information. Failure to co-operate with these agencies can lead to a patient's loss of benefit or other support. We would normally assume that you wish us to complete these reports in your best interest unless you specify otherwise. Life Assurance companies frequently ask GPs for medical reports on prospective clients. These are always accompanied by your consent. GPs must disclose all relevant medical conditions in the report unless you ask us not to do so. In that case we would have to inform the insurance company that you had instructed us not to make a full disclosure to them. How can I find out what's in my medical records? We are required by law to allow you access to your computer and written medical records. If you wish to see your records, please contact our practice manager for further advice. All requests MUST be made in writing to the surgery. We are permitted to charge a fee to cover our administration and costs. You can contact the practice manager by phoning the surgery on We have a duty to keep your medical records accurate and up to date. Please assist us by advising us when you change address or if you feel there are any errors of fact that may have been entered in to your records. What we will not do To protect your privacy and confidentiality, we will not disclose any medical information over the telephone unless we are assured we are talking to you. This means that we cannot disclose information to your family, friends or colleagues, unless we know we have your consent to do so. Finally, if you have any further queries or comments regarding privacy and your medical records, please contact the practice manager or talk to your own GP. VIOLENT PATIENTS This practice supports the Government's NHS zero tolerance campaign. The GPs and staff at the surgery are entitled to conduct their duties in a safe environment without fear of either physical or verbal aggression. Patients who offend in this way will be reported to the police and struck off their GP's list immediately. CLINICAL COMMISSIONING GROUP Hastings & Rother Primary Care Trust Bexhill Hospital, Holliers Hill, Bexhill-on-Sea, East Sussex TN40 2DZ Tel: (01424) LOCAL WALK-IN CENTRE The local walk-in centre is in central Hastings: Station Plaza Health Centre Station Approach, Hastings, East Sussex TN34 1BA Tel: (01424) FREEDOM OF INFORMATION - PUBLICATION SCHEME The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the classes of information the practice intends to routinely make available. This scheme is available from reception. USEFUL TELEPHONE NUMBERS NHS 111 ( 111 Conquest Hospital St Anne s Hospital East Sussex, Brighton and Hove Primary Care Support Services... (01273) Hastings Police Station Samaritans British Pregnancy Advisory Service Age Concern Citizens Advice Bureau

8 NOTES A MAP OF THE HAROLD ROAD SURGERY PRACTICE AREA ICKLESHAM WESTFIELD A259 A21 A28 THREE OAKS PETT CARTERS FARM GUESTLING PETT LEVEL THE RIDGE ORE FAIRLIGHT ROAD FAIRLIGHT HASTINGS 164 HAROLD ROAD ASHBURNHAM ROAD GODWIN RD HAROLD ROAD GURTH ROAD EDGAR RD EDWIN RD GITHA RD BOYNE ROAD BEDFORD RD HAROLD ROAD EDMUND ROAD EDMUND ROAD BARLEY AVE BARLEY LANE ATHELSTAN RD PINDERS ROAD GLENVIEW CL HAROLD ROAD SURGERY PRACTICE BOOKLETS are specially prepared by Neighbourhood Direct Ltd Keenans Mill, Lord Street, St Annes-on-Sea, Lancs FY8 2ER Tel: Fax: Website: info@opg.co.uk A MEMBER OF THE OLDROYD PUBLISHING GROUP LTD COPYRIGHT WARNING: All rights reserved. No part of this publication may be copied or reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopy, recording or otherwise without the prior written permission of the publisher. The practice would like to thank the various advertisers who have helped to produce this booklet. However, it must be pointed out that the accuracy of any statements cannot be warranted, nor any products or services advertised, be guaranteed or endorsed. ZZ/DP D61974J - 23

9 Dr Gregory G E Wilcox Dr Richard J W Till Dr Parvin N Dhalla The Practice Dr Kate Stocks Dr Paul Seal Team Dr Michael Calais Practice Booklets are published by Neighbourhood Direct Ltd