Oakham Surgery. Guidance for Patients. Where to find us. Oakham Surgery. Tel :

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1 Where to find us T E L : Burnt Tree Junction Oakham Surgery Guidance for Patients Surgery Tel : Oakham Surgery 213 Regent Road Tividale Oldbury West Midlands B69 1RZ Tel: Fax: Opt 1 = Emergencies Opt 2 = Home Visit Opt 3 = Appointments Opt 4 = Test Results Or HOLD for Enquiries A Large Print version of this leaflet is also available - please ask at reception v1.9 Mar 2015 Information within this leaflet is also available in other languages on our website

2 Page 2 Welcome to Oakham Surgery Partners in Group Practice Dr Bipinchandra Patel (M) MB ChB (Wales 1978) DRCOG (1982) Dr Amarjit Singh Nagra (M) BM (Southampton 1986) DRCOG (1990) MRCGP (1990) Dr Ian Richard Sykes (M) MB ChB (Birmingham 1987) BSc (1984) DCH (1990) DRCOG (1991) MRCGP (1992) Dr Alexander Wright (M) MB ChB (Leicester 1995) DRCOG (2000) MRCGP (2002) Dr Gursharon Gangotra (F) MB ChB (Birmingham 1998) DRCOG DFFP MRCGP Dr Neelima Sibal (F) MBBS (Delhi, India 1996) MS (ENT) (Delhi, India 1999) MRCS (Glasgow 2003) DRCOG (2004) MRCGP (2005) Salaried GP Dr Jayne Bowser (F) DFFP (2006) MB ChB (Birmingham 1978) DFFP T E L : Exercise OA KH AM S UR G ER Y Page 15 Regular physical activity will benefit your health and improve your enjoyment and quality of life, as well as helping with weight loss. Regular exercise helps reduce the risks associated with many other conditions such as high blood pressure, high cholesterol, diabetes, having a heart attack or a stroke, and osteoporosis (thinning of the bones). It also reduces stress levels, helps with depression and improves physical and mental wellbeing, as well as reducing the risk of bowel cancer. See the Doctor or nurse for further advice. Carers Register A carer is a person who helps another person with everyday tasks that they could not do by themselves, or someone who provides emotional and social support. A carer can be of any age and could be a parent, son or daughter, partner, relative, friend or neighbour. A carer may provide full or part-time care or may share the responsibility of care with others. If you care for someone in this way, please inform us so that your details can be added to our carers register. Remember, carers are entitled to a free flu vaccination. Opening Hours Monday - Friday Extended Hours 8:30am to 1:00pm 1:30pm to 6:30pm We offer extended opening hours for patients who find it difficult to attend the Surgery during our normal opening times. The Surgery is open every alternate Tuesday and Thursday from 6:30pm - 7:30pm and every third Saturday from 8:40am - 11:00am. Practice Structure Oakham Surgery was formed when two small practices joined each other in We currently have six partners and provide healthcare for more than 11,500 patients. In April 2014, the partners of Oakham Surgery merged with Your Health Partnership (YHP) which presently includes Regis Medical Centre, Rowley Village Surgery and Carters Green Medical Centre. YHP is part of Sandwell and West Birmingham CCG.

3 Page 14 T E L : OA KH AM S UR G ER Y Page 3 General Health Advice and Information Bereavement When someone dies it comes as a great shock. Sometimes a death may be expected but nothing prepares you for the emotional shock of losing someone close. The Practice can help and support you through this period. If the death was expected, contact the Surgery. If the Doctor can certify the cause of death they will issue a medical certificate showing the cause of death (death certificate) and advise you about registering the death. If the death is sudden or unexpected, you should contact the following people: The family doctor (if known) The deceased nearest relative The police (who will help find the people listed above if necessary) If there is any reason to suspect that the death was not due to natural causes, do not touch or move anything in the room. The death may be referred to the coroner. Alcohol Alcohol is a depressant which has the effect of dulling the brain and nervous system. In large quantities, on a regular basis, it can have a very serious negative effect on health. An accepted safe limit is 21 units a week for men and 14 units for women a unit being approximately one glass of wine, half a pint of beer or a single measure of spirit. The most effective way to avoid a hangover is not to drink too much! Failing that, if you have overindulged, drinking large quantities of water before going to bed is very effective in warding off the worst effects. If you are concerned about your alcohol intake, please make an appointment to see a doctor to discuss this. A Healthy Diet You are what you eat if your diet is lacking, your body has ways of letting you know, e.g. you may be overweight or underweight or you may have a spotty complexion or constipation. Ultimately, a bad diet can lead to serious problems such as heart disease. A good diet helps to fight off disease and makes you look and feel good. Appointments The Practice runs an appointment based system. To make an appointment, telephone (Option 3) or call at reception. You can also make or cancel routine general appointments via the internet booking site (Patient Access). Please ask at reception to register for this service. You may consult with any doctor, though we do prefer you to consult the same doctor with the same problem whenever possible. You are entitled to express a preference to see a particular doctor or nurse of your choice. When speaking to the receptionist, please inform them of this. If your case is urgent, inform the receptionist and you will be seen the same day, though this may not be with the Doctor of your choice. If you have not been seen at the Surgery for more than 3 years, we may offer to carry out any additional examinations or tests that may be appropriate to improve your health and well being. If you are ever unable to keep your appointment, you must let us know. Patients who regularly fail to attend appointments may be removed from the Practice list. To cancel an appointment, you can call or reply CANCEL to a text appointment reminder. Alternatively, you can use Patient Access to cancel a routine appointment online. Length of Appointments Appointments are booked at 10-minute intervals, so it may not be possible to address more than one problem in this time. Please be prepared to make another appointment and try to talk about the main issue at the start of the consultation. An appointment is for one family member only. Test Results Please telephone (Opt 4). Test results will only be given out between 10:00am and 5:30pm. Automated Arrivals Touch Screen To avoid waiting at reception, we offer our patients an automated touch screen check in service. Please ask at reception should you require assistance.

4 Page 4 T E L : Home Visits Please request all non-urgent visits before 10:30am by telephoning (Opt 2). This allows the Doctors to plan their day more effectively and enables them to see more patients. On average, a home visit takes four times as long as a consultation at the Surgery. Please help us to help you only ask for a visit when absolutely necessary. To request an urgent visit, please call and a receptionist will take your details. The Doctor on call at that time will then be contacted. Out of Hours Medical Care Should you need medical help when the Surgery is closed, you can use the NHS 111 service. You can call 111 when you need medical help fast but it s not a 999 emergency. The 24 hours a day, 365 days a year NHS 111 service can give you healthcare advice or direct you to our local out of hours provider which is currently Prime Care. NHS 111 is a fast and easy way to get the right help, whatever the time. Calls are free from landlines and mobile phones. For immediate, life-threatening emergencies, continue to call 999. Walk-in Centres Dudley Borough Walk-in Centre Urgent Care Centre, Russells Hall Hospital, Pensnett Road, Dudley DY1 2HQ Malling Health (Tel ) Parsonage Street GP Practice, Parsonage Street, West Bromwich B71 4DL The NHS Health Centre will provide traditional doctor and nurse services as well as a walk-in service for both registered and non-registered patients. Open from 8.00 am to 8.00 pm, 365 days a year, the centre is centrally located providing easy access for local residents. Parsonage Street Walk in Health Centre provides a walk in service for those people who have acute problems and require urgent non-emergency care. Flu Vaccination OA KH AM S UR G ER Y Page 13 Influenza immunisation is recommended for patients with heart, lung and kidney disease, diabetes, residents of nursing homes and patients aged 65 years and over. Please contact reception in September for details on booking an appointment. If you are unable to attend the Surgery, a home visit can be arranged. Counselling Service This service is run by qualified counsellors who hold sessions at the Surgery most weekdays. Access to the service is by GP referral. Health Checks for Year Olds This is a general health review with no examination. This is an opportunity for young people to discuss any health related issues and to find out about services available to them at Oakham Surgery. Holiday Vaccinations Appointments are available with the Practice Nurse. Before booking an appointment, please complete a holiday vaccination questionnaire at least 4 weeks before your intended date of travel, Forms are available at reception. Smoking Cessation We encourage all patients who smoke to try and stop, as smoking alone causes several hundred deaths every week. If you want help in quitting, please see a doctor who can advise you on treatment and refer you to our inhouse smoking cessation clinic held by HCA Carole Cadman. For further advice, you can ring the NHS Quitline on or Sandwell Healthy Lifestyles on Smoking is not allowed anywhere in the Surgery.

5 Page 12 T E L : OA KH AM S UR G ER Y Page 5 Appointments are offered to improve the health and lifestyle of patients with heart disease. It offers patients an opportunity to discuss any concerns with the Nurse Practitioner. Elderly Health Checks Elderly health checks are for patients aged 75 and over. An appointment can be booked with Lynn Smith, Specialist Nurse Practitioner. You will be given the opportunity to have routine tests performed, such as blood pressure, weight, urine test for diabetes and infection plus a medication review. The Specialist Nurse Practitioner will also discuss any matters that may be concerning you. If you are unable to get to the surgery due to medical problems, we can offer this service in your home. Learning Disability Checks Patients with learning disabilities (and their carers) are offered an annual health review with Lynn Smith, Specialist Nurse Practitioner. General advice is given plus referral to specialist services if appropriate. Sexual Health, Family Planning and Emergency Contraception All doctors and nurses will discuss all forms of contraception. However, we do also run a specialised sexual health clinic on Tuesday morning. This covers all aspects of sexual health, including method discussions, coil and cap fittings, exploring any problems and concerns with any issues including pregnancy counselling and sexual infection screening. As with every service, this is conducted in the strictest confidence and we are happy to see young people as well. Please also remember that emergency contraception in pill form is effective up to 72 hours after intercourse. Other methods are effective up to five days after intercourse. Emergency contraception ( morning after pill) is now available from many chemists. Minor Illness Clinic Our specialist practitioners run these clinics daily and can treat most common illness, e.g. sore throats, earache, cough/ cold and stomach upsets. They can also issue prescriptions and arrange emergency contraception when necessary. You can make an appointment with a Specialist Practitioner by telephoning the Surgery. However, children under 12 months should be seen by a doctor. For further details, please ask at reception. Repeat Prescriptions Repeat prescriptions for regular medication will be issued at the Doctor s discretion. These can be requested, giving at least two working days notice, by using one of the following methods: in person by using the prescription box by the internal front door, by post, by fax to , requesting online (enquire at reception about this) or arranging for an order/collection/delivery service from your local pharmacy. Speaking to a Doctor or Nurse on the telephone If you wish to speak to a doctor or nurse on the telephone, please ring and speak to the receptionist who will advise you when a doctor or nurse will be available to speak to you. Tividale Pharmacy Tividale Pharmacy is located at Oakham Surgery. They are able to offer a collection and delivery service and would be pleased to talk to you about this. Sickness Certificates A sick note is not needed if you are off work for less than seven days (including the weekend) this period is covered by a self-certificate form (SC2) from your employer or from reception. You will need to see the Doctor if the absence is for longer or your employer requires a private certificate, for which a charge is payable. Change of Address or Telephone Number If you move house or change your telephone number at any time, you must inform us of your new details as soon as possible. If you move outside our practice area, we may have to ask you to find another doctor closer to your new address. Complaints We have an in-house complaints procedure that meets national criteria. Should you ever wish to make a complaint, please call or write to the Outlet Operations Manager or to one of the Doctors. Confidentiality Confidentiality is essential to maintain the trust between patients and doctors. Doctors hold information about patients which is private and sensitive. Patients therefore have a right to expect that information about them is held in confidence by their doctors and will not be given to others without their consent. Please be assured that information we hold about you will be treated with the strictest confidence. Practice Charter/Patient Feedback A copy of our practice charter is displayed in the waiting room and can also be viewed on our website We always welcome your thoughts on the services we offer. A suggestion box is situated in the porch for you to drop in your comments, or you may speak to a member of staff.

6 Page 6 T E L : Here are some of the ways you can help us to help you: Try to treat minor illness yourself. You can obtain help and advice from our staff and from your local pharmacist. Try to see the same doctor through an episode of illness rather than switching doctors. If you do not understand our advice, please ask rather than ignore it. Read the labels on the bottle etc. Attend the Surgery, whenever possible, rather than ask for a visit. If you need a visit, please ask before 10:30am. We often have a list of patients waiting for appointments. If you cannot attend your appointment, please let us know in plenty of time so that the appointment can be offered to someone else. Please make an appointment for each person who needs to be seen and be prepared to see any doctor if the matter is urgent. Please reorder regular prescriptions in plenty of time so that you do not run out. Only order the items you need during the next month so that stocks do not accumulate and do not start the new prescription until you finish the last. Please ask the receptionist if you would like to talk privately. For the latest news and information please ask at reception for a copy of the practice newsletter. Alternatively, the newsletter is also available on our practice website: Please remember that we are all human beings coping with complex issues in a limited time and with limited resources. Clinics and Special Services Blood Tests OA KH AM S UR G ER Y Page 11 A phlebotomist is at the Surgery to take blood samples on Wednesday mornings. Our Healthcare Assistant also offers this service on Thursday mornings. A doctor will ask you to make an appointment. Blood tests can also be taken at our local hospital if more convenient. Minor Surgery Minor procedures, such as removal of small cysts, injections to ease painful joints etc., can be performed at the Surgery on Friday evenings. Please make an appointment with the Doctor to discuss this. Dietician The dietician holds a clinic every month by appointment. If you need to see a dietician, the Doctor will refer you. Infant Immunisation Clinic This clinic is held every Monday and Thursday by appointment. Infant immunisations can be given at other times by appointment with the Practice Nurse. Maternity Care All doctors offer maternity care. Our antenatal clinics (run with the midwives) are held three times a week. Please make an appointment with a doctor in a normal surgery first. We also offer to see all our postnatal mothers at the 8 week child health surveillance check. Well Baby Clinic/Child Health Surveillance Routine development assessments are carried out at the Surgery at eight weeks by appointment generally on Monday mornings. Repiratory/Spirometry Clinic This clinic is to assess and improve asthma control and is held twice a week. It is run by our practice nurse with a doctor available if required. Chronic Disease Clinics Chronic disease clinics are held regularly at the Surgery by our practice nurses.

7 Page 10 T E L : Staff Training As part of our commitment to improving standards, there will be occasions when the Surgery will close for staff training. A notice will be displayed and emergency cover provided during these periods. New Patients If you wish to register with the practice, please come to reception and we will check your address to ensure you are living in the practice area. If you are living in our area we will give you application forms to join our patient list. You can also download the registration forms from the practice website: In addition to completing the GMS1 registration form, please complete an Adult or Child new patient questionnaire. When you return these forms to us, you will be asked to produce proof of identification (passport or driving licence) and proof of your address. We will contact you if a new patient medical check is required. At this appointment we will make arrangements to issue any medication you may be taking and a number of health screening tests. You will need to see a doctor before we can issue any medication you may already be taking. If you have any questions or concerns about registering with the practice, please feel free to ask the receptionists. Chaperones If you think you may need a chaperone, please make the receptionist aware of this when booking your appointment. Equipment Fund Occasionally, the Practice receives donations or bequests. Sometimes these gifts are for designated purposes. Any donation which does not have a specific purpose will be allocated to our equipment fund. Private Work We regret that we are unable to take on private patients. Sometimes, patients need services that are not available on the NHS such as HGV/PCV driving and life assurance examinations. These can be arranged through your usual doctor at the Surgery for which there will be a fee. Any claim forms you may have can be completed by your usual doctor. Passport/driving licence forms and photos can be signed if you have been registered with the Practice for more than two years. A list of current fees/charges is displayed in reception. Payment is made at the time of examination or collection of forms. Patient Rights and Responsibilities OA KH AM S UR G ER Y Page 7 You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too. We will: Ensure our patients have 24-hour access to medical advice. Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day. Work in partnership with you to achieve the best medical care possible. Involve you and listen to your opinions and views in all aspects of your medical care. The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: Let us know if you intend to cancel an appointment or are running late. Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service. Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it is ex-directory. As a patient, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and cooperate with the practice in endeavouring to keep you healthy. Freedom of Information Act 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. Zero Tolerance We strongly support the NHS policy on zero tolerance. 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. Access for the Disabled We have a ramp designed for wheelchairs and pushchairs leading up to the main surgery entrance. We also have disabled toilet facilities and a Loop Induction System for the hearing impaired.

8 Page 8 T E L : OA KH AM S UR G ER Y Page 9 Your Healthcare Team Receptionists Our receptionists are the first contact between you and your doctor. They will always try their best to assist you with any enquiry you may have. Please be patient and help them to help you. Our Senior Receptionist is Pam Glaze. Managers Our managers will be able to help you with any nonmedical or administrative aspect of your healthcare. Our Outlet Operations Manager is Sherrilyn Robins, supported by Reception Supervisor, Emma Dolman. Non-Clinical Support Staff A team of secretarial and clerical staff provide administrative support for the Practice, releasing reception and clinical staff to devote their time to patients. Practice Nurses Our nurses have surgeries throughout the week. Our Practice Nurses are: Lynn Smith BSc (Hons) - Specialist Nurse Practitioner in General Practice Nursing and Independent Nurse Prescriber, R.G.N. EN (G). Jenny Walters - Nurse Manager; Alison Gadd and Mandy Gillam - Practice Nurses. They will help you with dressings, dietary advice, urine testing, smear tests, blood pressure recordings, well person health checks and immunisations (travel and routine). They also assist the Doctor in minor surgery, examinations etc. Specialist Practitioner Lynn Smith has undertaken further extensive training and are qualified to diagnose and treat many minor illnesses. They are also able to prescribe medication. Healthcare Assistants Sandra Ormsby - NVQII NVQIII in Health and Social Care GP Registrars We are a training practice for GP Registrars (fully qualified doctors who wish to become general practitioners). They are usually with us for a minimum period of six months, during which time, their training is closely supervised to ensure that they practice safely and competently. They will have worked recently in hospital posts or other surgeries as part of their ongoing training and therefore will have specialist knowledge in certain areas of medicine. Medical Students We are an approved teaching practice for medical students from Birmingham University. As part of their training to become tomorrow s doctors, they are required to sit with our doctors or nurses to observe consultations and will also interview patients. This can only be done with your informed consent. If you prefer not to be seen by a medical student, please feel free to say so; it will not affect your care with our practice. However, if you have no objection, then we are grateful for your help with training doctors of the future. Furthermore, if you are a patient with a particular disease or illness, or have a unique personal knowledge and experience of how that condition affects you (what we call expert patients) or feel that the students would benefit from talking to you, please let us know. Finally, please be assured that all students are bound by a confidentiality agreement and will treat any patient information with the strictest confidence. Home Nursing The district nursing team, based at Rowley Regis Hospital, provide nursing care and advice in the community, available to all our patients. Carole Cadman NVQII NVQIII in Health and Social Care