LEWISHAM MEDICAL CENTRE

Transcription

1 LEWISHAM MEDICAL CENTRE 308 Lee High Road SE13 5PJ Telephone Fax lewccg.g85023-general@nhs.net Opening Times Monday Friday: Thursday: Saturday: Out of hours emergency SELDOC For health advice call NHS Choices on 111 (24 HOURS) PRACTICE NURSE GP PARTNERS Dr. Sarah Hawxwell MBBS DCH DRCOG DFFP MRCGP (F) MANAGING PARTNER Mr Sunil Gupta FCA sunil@nhs.net Ms Sian Thomas RGN HEALTH CARE ASSISTANTs Ms Laura Geraghty Dipl in Nursing Mrs Elaine Rowlands Bsc in Nursing - Philippines Salaried GPs Dr Charlotte Bailey MBBS DFSRH nmrcgp (F) Dr Collette McAdam MRChB MRCGP (F) Dr Catriona Brodie MRChB MRCGP (F) Sessional GPs Dr George Varughese MBBS 1 v 7 M a y

2 New Registrations Patients living in the catchment area & wishing to join the practice should apply at reception or register on the website: If for any reasons we are unable to process your registration, you may contact the Practice Manager or Lewisham health watch Details of other primary medical services in the area may also be obtained through Lewisham health watch Catchment Area GP Preferences Patients are given the choice to select which doctor they want to see (subject to availability) - please inform reception at time of booking an appointment. Please bear in mind that not all doctors are present on any given day. GP Appointments Appointment times are as follows: Monday Tuesday Wednesday Thursday Friday Saturday v 7 M a y

3 Consultations By Appointment Only We are aiming to ensure that routine appointments are offered between 2-5 working days. If your condition is urgent, please inform the reception staff. Patients seen urgently cannot be guaranteed their choice of time or doctor. An urgent condition is one that cannot be reasonably expected to wait until the next routine appointment. Please: Only one patient per appointment. If you are unable to attend your appointment, please cancel by calling our dedicated cancellation line: Repeated failure to attend appointments may result in removal from the practice list. Even if you haven t been to the surgery for over 3 years, you will be offered an appointment as usual irrespective of your age. Reception The receptionists are available during opening hours 8am pm weekdays, till 8.00 PM on Thursday and pm Saturdays (phone lines are OFF on Saturdays and Thursday evenings after 6.30). The role of our receptionists includes booking appointments, answering the telephone, checking in patients, assisting the doctor/nurses with general administrative queries, and dealing with any queries with patients. You also can contact Reception desk via lewccg.g85023-general@nhs.net Home Visits You may request a home visit if, in the opinion of the Doctor, your illness prevents you from travelling to the surgery. As home visits take considerably longer than surgery appointments, we ask you to come to the surgery if you are mobile, allowing us to reserve visits for genuinely housebound and seriously ill patients. Please call us as early in the daytime as possible. Out of Hours NHS 111 are available for medical advice (Tel: 111). The practice is a member of SELDOC which is an out of hour co-operative of local GPs. If you have an urgent medical problem that cannot wait until the surgery re-opens, you should call SELDOC to contact an out-of-hours doctor. SELDOC: Nearest Walk in Centre Waldron Health Centre Amersham Vale London SE14 6LD Tel: Opening time: 8.00 am 8.00 pm every day including weekends. Repeat Prescriptions Repeat Prescriptions can be ordered online at Repeat prescriptions have to be authorised by your doctor. Please allow us 48 working hours from receiving the request. We are unable to accept requests over the phone. Written requests only. Prescriptions can be returned if a stamped, addressed envelope is provided. If you require a prescription urgently, please let the receptionist know and we will do our best to arrange this for you. From time to time with your prescription you may receive a request to see the doctor or the nurse. This is because medicines require regular reviews to ensure their greatest benefit and safety. 3 v 7 M a y

4 Your prescription can be sent to your nominated pharmacy electronically (except controlled drugs). For information on this service, please contact your pharmacist or surgery reception team Test Results Blood results can take 1 to 14 days depending upon their nature, whilst x-ray and scan results can take between 7 to 14 days to arrive after the test. You can obtain your results by calling the surgery after am. If the result is abnormal you may be advised to discuss it with your doctor. Receptionists are not authorised to provide explanations of test results to patients. The results of cervical smear tests will be sent to you in writing and are available in 2-3 weeks. Please note that for reasons of confidentiality we are unable to discuss any medical details with anyone other than the patient concerned, unless we have express permission from the patient. Community Nurses NHS Lewisham s team of district nurses are attached to the practice and look after housebound patients and those who have recently been discharged from hospital. They can be contacted on You can also contact the surgery and leave a message at the reception desk. We also have a team of Community Midwives attached to the Practice. Their session is held every Wednesday morning. Please contact reception if you need more information. Help and more information on local services can be found by contacting Lewisham CCG or Lewisham Healthcare NHS trust The Lewisham Healthcare NHS Trust Telephone: University Hospital Lewisham Lewisham High Street London Greater London SE13 6LH NHS Lewisham Telephone: Cantilever House Eltham Road London SE12 8RN Tel: Useful Telephone Numbers South East London Doctors On Call (SELDOC): NHS DIRECT ( 111 Lewisham health watch: University Hospital Lewisham: Services (all clinics by appointments only) Post natal checks Cervical smears Sexual health Contraception Smoking cessation Spirometry Well person clinic Diabetic/asthma reviews Travel vaccines 4 v 7 M a y

5 Antenatal clinic (Mondays) Baby clinic Dietetics service Ear irrigation Phlebotomy For private letters / reports, please contact reception It is important that your children are fully vaccinated. Please make an appointment for child immunisations with Practice Nurse. Access For The Disabled There is disabled access into the health centre. All medical rooms are situated on the ground floor. If any assistance is required please ask at reception and a member of staff will be happy to help. Car Parking There is pay and display parking in Manor Park, Old Road, Dacre Park and other adjoining streets. Please do not obstruct the doctor s parking bay. Public Transport Lewisham DLR and over-ground railway station is 15 minutes walk away. Bus number 321, 178 and 261 all stop near to the health centre. Chaperones During your appointment with a doctor or nurse, you are welcome to ask for a chaperone. This will usually be one of the nursing team, however if a nurse is unavailable another staff member can chaperone with your agreement Change of Address / Telephone Number In order to maintain accurate records we ask you to tell us of any change in your name, address, telephone number, etc. We hope that you do not move too far away, as we would like to continue to provide care for you. If you move outside the practice area, however, we will ask you to find another practice. Practice Policy Around Behaviour It is our policy to be helpful and polite to all our patients, regardless of age, ethnic origin, disability, gender or sexual orientation. We would expect the same courtesy from our patients. Discriminatory, unsocial, threatening, violent, or abusive behaviour towards staff & other patients will not be tolerated. The practice will take action in these circumstances. This may involve the police and/or result in the removal of the patient from our practice list. Access To Patient Information Information will not be disclosed to third parties without your written consent unless there are exceptional circumstances or the information is to be provided in an anonymous, encrypted or aggregated form (e.g. for research or statistical analysis). Your information may be used by the practice for management, audit and research purposes. We may also have share information with the following main organisations for your benefit: Strategic health authorities NHS trusts (hospitals, CCG) Ambulance services 5 v 7 M a y

6 The practice takes confidentiality very seriously and maintains strict controls over access to information. This information is covered under the Data Protection Act. Please contact the practice manager if you have any concerns over the management of your confidential information. Freedom of Information Act 2000 The surgery has produced a publication in accordance with the FOI. If you have a request for any information in line with the Act please contact the practice manager. Complaints & Comments We try to provide you with the best service possible, but realise that on occasion you may feel this has not happened. If you have any problems relating to your care, these can be dealt by the practice manager, Mr. Sunil Gupta (sunil@nhs.net), as quickly and fairly as possible. Your complaint will be acknowledged within 3 working days. If you do not wish the practice to investigate your complaint you may contact NHS England: Complaints Department NHS England England.contactus@nhs.net If you have a comment or complaint about any other local health service please contact NHS Lewisham Clinical Commissioning Group, via the South London Commissioning Support Unit at SLCSU.complaints@nhs.net or telephone There is a separate leaflet available for patients entitled Making a Complaint. Please ask at reception. Equality and Diversity Lewisham Medical centre is committed to eliminating discrimination and encouraging diversity amongst our workforce, and in relation to our patients and service users. We believe in fairness, equity and above all value diversity in all dealings, both as provider of health services and employers of the people. The Practice aims to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the Practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver high quality healthcare. The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. For more information on our Equality and diversity policy, please contact a member of staff Patient Responsibilities Inform us when you move home or change your name, so that our records are correct and up to date. Be on time for your appointments and check in with the receptionist. Let us know if you need to cancel your appointment ( ). Make separate appointments for each member of the family that needs to be seen. Call for a home visit before am. Only genuinely housebound patients please. Read the practice leaflets and other information we give you. They are there to help you use our services. Please ask if you do not understand them, and we can then make them easier to read. 6 v 7 M a y

7 Patient Participation Group What is the patient participation group? The PPG is a group of patients who meet regularly with the practice management and clinical staff to enhance the practice by representing the patients views of the services and by suggesting possible improvements. What does it involve? PPG meetings are held at the surgery approximately every 12 weeks. The purpose of the meetings is to discuss issues affecting your practice and the NHS as a whole, and also to help the surgery deliver the best service it possibly can. If you cannot attend meetings, then you can ensure your views are heard by being part of our virtual PPG group and using . What else does the PPG do? Help distribute patient survey forms to patients in the surgery (once a year).* Help with organising patient health evenings.* Occasionally attend locality PPG seminars.* Assist in producing the surgery newsletter.* *All the above are not obligatory but even the smallest input is of great value. Who can become a member? Anyone who is a patient registered at the practice can become member of the PPG. If you are interested, or require further information, please contact the reception team on v 7 M a y