NHS Yeovil Health Centre

Transcription

1 NHS Yeovil Health Centre Walk-in treatment or register with our GPs Open from 8 am to 8 pm 7 days a week Boots Store, 37 Middle Street, Yeovil, Somerset BA20 1LS Telephone: Fax: info@yeovilhealthcentre.nhs.uk Website:

2 WELCOME This leaflet contains all the information you will need in order to use our surgery. Please make use of it and keep it in a safe place or next to your telephone for future reference. WHO WE ARE Pathways Health & Social Care Alliance Ltd works on behalf of Somerset CCG to operate the NHS Yeovil Health Centre. Pathways Health is a company set up by four South Somerset GP Practices to improve the quality of NHS health care in Somerset. The shareholders of Pathways Health are Mrs Karen Lashly, Dr George Nott-Bower, Dr Iain Phillips, and Dr Paul Scott. Additional directors are Dr Ian Boyland, Dr Jeremy Imms and Mrs Janet Loe. The Company Secretary is Mr Len Chapman. The registered office is Penn Hill Surgery, St Nicholas Close, Yeovil, Somerset BA20 1SB. SOMERSET CCG Somerset CCG is the organisation funded by the Department of Health to commission healthcare services for the population of Somerset. Its address is Somerset Clinical Commissioing Group, Wynford House, Lufton Way, Yeovil, Somerset BA22 8HR. Telephone headquarters@somersetccg.nhs.uk. Web site OUR PREMISES Yeovil Health Centre is a modern, fully equipped GP practice located in the centre of Yeovil. The practice premises is fully accessible for disabled patients. We offer a comprehensive range of NHS General Practice services every day of the year between the hours of 8.00 am and 8.00 pm. NEW PATIENTS WHO WISH TO REGISTER WITH THE HEALTH CENTRE Patients who live within our designated practice area may choose to register with the practice and receive the full range of NHS services we are able to offer including prebooked appointments. If you are not in our designated area you can still register but we would not be obliged to provide home visits. This would be provided by a more local service to your home. WALK-IN SERVICE We offer a free walk in service to any patient entitled to receive NHS Healthcare, regardless of where they live in the U.K. or which practice they are registered with. Our registered patients can ring to prebook appointments rather than walking in.

3 OPENING HOURS We are open between the hours of 8.00 am and 8.00 pm 7 days a week, 365 days a year (including Christmas Day and Bank Holidays). OUR PRACTICE TEAM You can express a preference to see a particular health carer of your choice. We will do our best to accommodate you please ask at Reception. Doctors and Nurse Practitioners Dr Alexandra Kaiser is the Local Medical Director for Yeovil Health Centre. She is responsible for the quality of health care provided by staff. MD (Dr Med Univ) MRCGP Dr Judith Ballam Dr Jemma Horsley Dr Sarah Thomas Dr Caroline Dailley Nurse Practitioners Becky Dingle Jane Beagle Jo Williams Practice Nurses MB, BS, MRCGP, FFSRH, DRCOG MB BCh, MRCGP, DRCOG MBChB, MRCGP, DRCOG, DFSRH, DCH, PGCME MBChB, MRCGP, BSc, MSc Joanna Ralph, Kay Jones, Eve Brazendale and Deena Geal Care Co-ordinators Kelly Porter, Liz Tyrer, Emma Varty, Emma Elliott, Hayley Verrall, Kim Cornelius and Susan Whaites. The role of the Care Co-ordinators is to ensure all patients are assessed and directed to the appropriate services. These include services available within the Health Centre as well as those outside such as Social Services, Housing Organisations, Mental Health Services and Voluntary Organisations.

4 Practice Manager Lisa Tabner is responsible for the day to day running of the Health Centre and the management of our wider practice team including our receptionists, secretary and administrative staff. She is supported by her Assistant Practice Manager, Julie Salter. Senior Staff: Janice (Lead administrator and receptionist) Paula (Senior receptionist) Nicky (Senior administrator) Reception Staff: Helen, Liz, Emma, Caroline, Susan, Sarah, Ammie, Kim, Lauren, Emma, Laura & Joel. Administration Staff: Ammie (Data Coordinator and IT Lead), Lynne (Performance Coordinator), Luena, Lauren, Liz & Joel. HOW TO FIND US Yeovil Health Centre is situated on the first floor of the Boots store in Middle Street, Yeovil. HOME VISITS FOR REGISTERED PATIENTS We encourage patients to visit the Health Centre because we have all the necessary facilities needed to hand. However, we can visit registered patients in their homes if their health will be seriously affected by them travelling to the Health Centre. Please contact us early in the day to help us plan your care.

5 HOW TO REGISTER AS A PATIENT To register as a patient with the health centre you will first need to fill in two Patient Registration forms. These are available from the Health Centre and on our web site ( ). OUR PRACTICE AREA Please note: Patients who live within the designated area can register and receive the full services in which we offer. If you do not live within the designated area you can still register with us but we would not be obliged to provide home visits. This would be provided by a more local service to your home.

6 OUT OF HOURS SERVICE IN SERIOUS EMERGENCIES DIAL 999 FOR AN AMBULANCE If you are feeling unwell or feel that need to see a doctor outside of our normal opening times (we are open 8.00 am to 8.00 pm seven days per week, 365 days a year) you should contact the NHS 111. NHS 111 will direct you to the nearest health services that are available at the time of your call. NHS 111 Call NHS 111 for free expert NHS health advice and information 24 hours a day (calls charged at local rates). Or log onto APPOINTMENTS Patients who are registered at our practice are able to book appointments to see one of our GPs or nurses in advance. To do this, simply telephone the Heath Centre ( ) or pop in to speak with our reception staff who will be happy to assist you. If you are unable to keep an appointment, please could you let us know so we can use the appointment slot for another patient. Appointments can be made via our web site ( ) Please pre-book appointments for long term health problems and anything you feel is not urgent with your registered doctor. If you arrive at the practice without an appointment you will be offered the next available prebookable appointment which may not always be on the same day. If you feel you need to be seen sooner we may offer a telephone call from a doctor or nurse. At weekends although able to prebook an appointment you are also able to use the walk in service. PATIENTS WITH SPECIFIC NEEDS Yeovil Health Centre aims to be fully accessible to everyone and aims to meet the needs of our total practice population. Our premises have full wheelchair access, a hearing loop and access to interpretation and translation services. Please let us know if you need these services when booking your appointment.

7 PATIENT CONFIDENTIALITY At Yeovil Health Centre we respect your right to privacy and all our staff work hard to ensure that all your health information is kept confidential and secure. You have a right know what information we hold about you. If you would like to see your records please contact our Practice Manager who will be happy to explain how you need to go about arranging this. If you are attending as a walk in patient we assume you are happy for us to send the details of your consultation with us to your registered GP. It is important for your health care that your GP has the full picture of what treatment you have had. Sometimes we will need to ask your registered GP about your previous health details. We will ask your consent to do this. Our staff caring for you may need to ask your permission to perform a treatment or investigation. Please ask for more details if you would like to see a copy of our consent policy. TRANSLATION SERVICES We have access to a translation service that provides for all commonly spoken languages. REPEAT PRESCRIPTIONS: If you are a registered patient and need a regular supply of medication you should request this in writing by ticking the box for the medication you need on your repeat prescription form. This can be dropped in at Reception, faxed, or posted (please include a stamped addressed envelope). We will provide a repeat prescription within two working days of the request. We do not accept prescription requests over the telephone as verbal requests can lead to errors and this also ensures that our switchboard is free to deal with urgent calls.

8 SERVICES AVAILABLE (REGISTERED PATIENTS) We are able to provide all the services available at most GP surgeries including: Essential Services: The basic treatment of ill people. Additional Services: Child health surveillance, together with the Health Visiting team Contraceptive services including IUCD (Coil) insertion Maternity services in the ante natal and post natal period, together with the midwives from Yeovil District Hospital Routine immunisation of children Immunisation for adults in relation to travel (not all travel immunisations are available on the NHS, please ask our receptionist for details) Cervical smears Minor operations skin lumps, hormone implants, contraception implants Enhanced Services: An annual flu immunisation programme to protect the elderly and at risk Regular monitoring, by blood and urine tests, for patients on a range of drugs for arthritis and bowel problems Annual comprehensive reviews for patients with heart disease Annual comprehensive review for patients with diabetes; this includes appointments with the dietician and podiatrist In partnership with Turning Point a methadone substitution programme for patients with drug abuse problems Minor injuries sprains, small cuts, bruises and grazes

9 SERVICES AVAILABLE (NON-REGISTERED PATIENTS) We provide a wide range of services for patients who want to walk in and remain registered with their usual surgery. If you are not sure if we can help, please ask us. You can contact us by phone, fax, or by walking in. We can help with general illnesses such as: Coughs, colds and flu-like symptoms Stomach ache, indigestion, constipation, vomiting and diarrhoea Skin complaints - rashes, sunburn and headlice Health Promotion Information on staying healthy and health promotion Blood pressure checks Support for stopping smoking, alcohol and street drugs Private travel clinic Women s Health Women's health problems, thrush and menstrual advice Contraceptive services advice, coil insertion, Implanon insertion Injuries Minor cuts and wounds - dressings and care Muscle and joint injuries - strains and sprains Diagnostic Tests Sexual health chlamydia testing Blood tests requested by your doctor or hospital (completed requests from your health care provider is required).

10 PRIVATE TRAVEL CLINIC NON-REGISTERED PATIENTS ONLY Travel Clinics at Yeovil Health Centre are now pre-bookable for Saturdays and Sundays. To book please attend in person and speak to a receptionist. We do not accept bookings via telephone. An admin fee of 20 per person is to be paid at the time of booking. Any family or friends attending for a consultation at the same time, for the same trip, will be charged 20 for the first person, then 10 for any others. Children under 16, seen with their parents, are free of charge. (For Example: 2 parents and 2 children under 16 attending together will be charged 30). If the appointment is for independent travel, with school or college, individuals, regardless of age, will pay 20. Yeovil Health Centre will require your vaccination history at the time of booking, which you can obtain from your registered GP Practice. Failure to do so may compromise the service the nurse is able to provide you. You will also need to fill out a Travel Questionnaire which will be given to you by a receptionist. If you are attending the travel clinic alone you will be booked to see the Nurse for 20mins if you are attending with others an extra 10mins per patient will be booked. Please note all vaccinations are chargeable, for more information on approximate costs please ask at reception (prices may alter from time to time).

11 COMPLAINTS PROCEDURE We make every effort to give the best service possible to everyone who attends our practice. However, we re aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. Simply contact our Practice Manager Lisa Tabner and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. If you prefer you can contact the Patient Advisory Liasion Service (PALS) on TEACHING & TRAINING Yeovil Health Centre is committed to training health carers who will provide service to us in the future. This will include doctors, nurses and care coordinators as well as medical and nursing students. We will let you know when training staff are present. You do not have to see training staff if you do not want to. Your health care will not be affected if you tell us you do not want training staff involved. We will let you know when training staff will be involved in your care. Please tell the receptionist if you do not want to see them. ZERO TOLERANCE Physical violence and particularly verbal abuse are a growing concern. GPs, nurses and reception staff have the right to care for others withour fear of being abused. We ask that you treat all staff properly - courteously and without violence or verbal abuse both face to face and on the telephone. Anyone attending the surgery who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises. Pathways Health & Social Care Alliance Ltd 2009