WOOD LANE MEDICAL CENTRE 2A WOOD LANE RUISLIP HA4 6ER TEL : FAX : INFORMATION FOR PATIENTS

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1 WOOD LANE MEDICAL CENTRE 2A WOOD LANE RUISLIP HA4 6ER TEL : FAX : INFORMATION FOR PATIENTS

2 WELCOME TO WOOD LANE MEDICAL CENTRE Our approach to your healthcare Wood Lane Medical Centre aims to deliver the very best care to you and your family. We have a committed clinical team whose aim is to provide the highest level of service to our practice population. The Doctors and Nurses are supported by a Practice Manager and administrative team including our experienced reception staff - an important first point of contact for patients. GP Networking Wood Lane Medical Centre is one of a group of 12 surgeries in the area working to deliver extended services and raise standards of care by working together for the benefits of the patients. We recognise that practices have to change to rise to the challenges of an ageing population and a shifting disease pattern. Please ask reception or visit our website for full details on how to register with us. If you want to register with us please check our website to make sure you live within our catchment area.

3 OPENING HOURS Monday Extended Opening Tuesday Extended Opening Wednesday Extended Opening :00 (19:00 20:00by appointments only) :00 (19:00 20:00 by appointments only) :00 (19:00 20:00 by appointments only) Thursday Friday :00 When the practice is closed You can call the normal surgery number and a message will explain how to contact our out-of-hours service. They can give you advice over the phone, see you at a local hospital or arrange a home visit. There is now the 111 number to call. You should use the 111 number if: - You need medical help fast, but it s not a 999 emergency; - You think you need to go to A&E or another NHS Urgent Care service; - You don t know who to call for medical help; or - You require health information or reassurance about what to do next.

4 MEET THE TEAM Doctors Steven M. Shapiro MB.BS (1982) MRCGP, DRCOG. Philip A. Rose MB.BS (1985) B.Sc., DRCOG. Karen E. Fraser MB. ChB (1989) MRCGP, DRCOG, DFFP. Shriyaa Panchal MB. ChB (2000) MRCGP, DRCOG, DCH, DFFP. Archna Mathur MB.BS (1995) DCH MRCGP Ritzy Kallumpuram MB.BS (2012) MRCGP, DRCOG. Practice Nurses We currently have 5 nurses working at the surgery, all with a variety of specialist skills and experiences: Mrs Karen Harris Nurse Practitioner, RN (1994) B.Sc., N.P. Dip, `FP Cert, Diabetes & Asthma Dip Mrs Julia Mann Nurse Practitioner B.Sc (Hons) Advanced Nurse Practitioner (2013) Mrs Alison Guirey RN (1975) FP. Cert Mrs Angela Haugh RN (1996) CHD Dip Miss Karen Liles RGN(1988)

5 Nurse Practitioners The Nurse Practitioners main role is to see patients on the day that may have an acute episode of an illness. These patients have normally spoken to a doctor in a telephone consultation and will be given an emergency appointment that day. Nurse Practitioners are able to assess, examine, diagnose and prescribe for most patients. Should they have any concerns about a patient they will speak to a doctor for further advice. The Nurse Practitioners also offer a variety of clinics specialising in the management of chronic diseases such as asthma and diabetes. Attached Community Staff We have district nurses, health visitors and a range of other specialist community nursing services attached to the practice. Referrals can be made by the doctor, practice nurse and in some cases directly by the patients. If you would like some further information please ask the reception team. Practice Manager Louise Burt DIPHE Health Service Management (1997)

6 CLINICS AND SERVICES The following services are provided by our Health Care Team Asthma clinic Blood pressure checks Blood tests Cervical smears Childhood Immunisations Counselling service Cryotherapy Diabetic clinic Doppler Ear-syringing Family planning General clinics basic treatment room to include dressings, immunisations) Health checks HRT Advice IUCD fitting and removal Minor surgery procedures Respiratory and spirometry Seasonal Influenza vaccinations Travel advice and immunisations

7 Duty doctor There is a duty doctor available during surgery hours to handle any urgent care issues that cannot wait till the following day. Telephone consultations In addition to face to face appointments, we also provide telephone consultations for medical advice and urgent care, which many patients find very convenient. The purpose of telephone consultations is to ensure that all patients are dealt with fairly by an appropriate member of the practice team, and to ensure that problems are dealt with urgently if necessary. The receptionists will take your telephone contact details and the Doctor will ring you back to discuss the nature of your problem. If the Doctor needs to see you in surgery, then you will be given a time to come in that day. Counselling Service We have a counsellor who attends the surgery for sessions once a week. Referrals are made through your GP. On-site Osteopath Anne Wright is a registered Osteopath who operates her private practice from the Medical Centre. She has practised in Ruislip for over 20 years and offers help with conditions such as joint strains, arthritis, sciatica, muscle spasms and headaches. For further information or to book an appointment please telephone

8 REPEAT PRESCRIPTIONS All repeat prescriptions drugs must have been authorised by one of the medical centre doctors. 48 hours is normally required for repeat prescriptions. Requests made on Thursday or Friday will be available the following week. Requests must be made in writing or through our practice website. Written requests can be faxed, posted or dropped off at reception. If you send a stamped, self-addressed envelope with your request, we will post your prescription to you.

9 Friends and Family Test(FFT) The NHS Friends and Family test (FFT) was introduced in GP practices on December 1 st 2014 to replace the annual local practice survey. It is an important opportunity for our registered patients to provide feedback on the services that provide their care and treatment. This supports the fundamental principle that all users of the NHS services, should be given th eopportunity to give feedback of their own experience. We are always happy to receive patient feedback, and this can be entered by anonymous card form or Tablet provided at reception, or on our Website We are always happy to receive patients comments as to how we can improve the services we offer. Please ask to speak to our Practice Manager, Louise Burt, if you have any suggestions you wish to make at a more local level.

10 PRACTICE COMPLAINT PROCEDURE The practice staff are there to be of service to you. Please treat them with courtesy and respect. Be patient with them as they are often following guidelines under the doctors instructions. We will endeavor to give you the most appropriate treatment and health advice from suitably qualified staff. All care and treatment will be given with your full consent. We are happy to explain any aspect of your treatment with you. We will give you access to your health records, subject to any limitations by law, ensuring confidentiality is maintained. We will maintain your right to privacy. A Confidentiality Policy leaflet is available from reception. The practice has a zero-tolerance policy for incidents of verbal abuse or violent behaviour. If you have a complaint or concern about the service you have received from the Doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria. How to complain We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible- ideally within a matter of a few days. This will enable us to establish what happened more easily. You should address your complaint in writing to the Practice Manager who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

11 Data Protection Act (DPA 1998) (Access to info) The information you supply us will be used lawfully, in accordance with the Data Protection Act The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly. Integrated Care in Hillingdon(sharing your information to improve your care) Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care. It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best. Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please ask reception for the optout form, complete it and return it to the practice. Further information can be found at the Surgery and on our Website

12 USEFUL INFORMATION Non-NHS Examinations There are charges for non-nhs work such as signing private certificates, signing medical insurance forms, examinations for fitness to drive, pre-employment etc. If you need such an examination, this will be done by special appointment and will attract a fee. Boots Pharmacy We are fortunate to have a pharmacy attached to our site with trained staff on hand to give advice and help with medications, smoking cessation support and other services. Tel Blood Tests The Practice has a limited number of appointments each day allocated for Blood Tests which can be booked by patients who are unable to get to one of the local facilities or hospitals. Local Clinics in Hillingdon where you can arrange/have blood tests:- OAK FARM CLINIC Long Lane, Hillingdon Tuesdays 08:15 to 12:15 Ring for appointment EASTCOTE CLINIC (Behind Budgens) Ring for appointment HILLINGDON HOSPITAL Monday Friday 07:00 am to 4.30 pm MOUNT VERNON HOSPITAL Monday - Friday 07:30 am to 4:30 pm

13 Statement of Purpose Aims and objectives: 1. Provision of good quality primary care services delivered in a clean, suitably equipped and safe environment. 2. Proactive management of long-term conditions. 3. Efficient use of NHS resources whilst providing clinically appropriate access to other NHS services e.g. consultant referrals, diagnostic tests and effective treatment. 4. All members of the practice team will have the appropriate skill set and training to carry out their duties. 5. All patients will be treated with dignity and respect. 6. Patients will be proactively involved in the development and maintenance of good quality services through Patient Participation, Friends and Family Test and NHS Choices. 7. Working in partnership with agencies and NHS colleagues effectively with the focus on the best outcome for patients.

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