Neasham Road Surgery

Transcription

1 Neasham Road Surgery Dr Christopher Mathieson, Dr Susan McIlhinney, Dr Andreas Russ Business Manager: Mrs Janet Robson Operations Managers: Mrs Lesley Westgarth & Mrs Andrea Francis 186 Neasham Road Darlington County Durham DL1 4YL Tel: Fax: Website: Enquiries & Appointments: Emergencies : ( 8am - 6pm ) Home Visit Request: ( up to 10:00am) Out of Hours: 111

2 Opening Times Monday Tuesday 8.00am 6.00pm *7.30am 12:45pm & 1.45pm 6.00pm Wednesday *7.30am 6.00pm Thursday Friday *7.30am 6.00pm *7.30am 6.00pm *Between the hours of the practice will only be open for patients to attend pre-booked appointments. It will not be possible to book any same day appointments at the desk until 8.00am Repeat Prescriptions Please allow 48-72hrs hours for prescriptions to be processed and ready for collection. There are a number of ways to order a repeat prescription. Please choose one of the following: Tick items required on your tear off computer slip and hand into the surgery or write your requirements on a piece of paper and leave at the surgery or inform a receptionist (in person) of your requirements. Telephone: WEEKDAYS between 2.00 p.m. and 4.00 p.m. [email protected] Fax : Online: please contact the surgery to receive a username and password to order via the internet. Please note valid I.D required. Electronic prescriptions are now available from this surgery. You may nominate a pharmacy of your choice and your repeat prescriptions can be sent electronically and securely to them. Please ask at reception for further details or speak to your pharmacist.

3 Clinical Staff Doctors in Surgery Neasham Road Surgery aims to provide the residents of Darlington the highest possible standards of healthcare. We have a large team of Doctors, Nurses and Healthcare Professionals, who along with our Practice Manager and Administration Team, are all here to look after you and your family. Dr Chris Mathieson MBChB, MRCGP. Dundee 1992 Dr Susan E. McIlhinney MB BS, DRCOG, MRCGP Manchester 1982 Dr Andreas Russ S.E.M., DRCOG Hamburg 1992 Dr Jodie Harrison MBBS Newcastle 2006 MRCGP Dr Susan Walden MBBS DRCOG DCCH MRCGP DFSRH London 1991 Dr Amanda Riley MBBS (Newcastle upon Tyne 2007) mrcgp dfsrh Dr James Carlton (Sessional GP) MBBS (Newcastle 1994) MRCGP DRCOG DOccMed Sister Angela Gray Senior Nurse AM Mon, Tues, Wed, Fri Mon, Thurs, Fri Mon, Tues, Wed, Thurs Mon, Tues, alt. Wed, Thurs Mon & Tues Tues, alt. Wed, Thurs, Fri Varied Nurses in Surgery AM Tues, Wed, Thurs PM Mon, Tues, Wed, Fri Mon, Thurs, Fri Mon, Tues, Wed, Thurs Mon, Tues, Thurs Mon & Tues Tues, Thurs, Fri Varied PM Tues, Wed, Thurs Nurse Rhonda Close Mon, Tues, Thurs, Fri Mon, Tues, Thurs, Fri Sister Diane Adkins Mon, Tues, Wed, Fri Mon, Tues, Wed, Fri Neasham Road Surgery is a partnership Partners: Dr S.E. McIlhinney, Dr A. Russ & Dr CB Mathieson Gillian Finn, Nurse Practitioner Wed, Thurs, Fri Wed & Thurs Health Care Assistants in Surgery Yvonne Wilson Mon, Wed, Thurs, Fri Mon, Wed, Thurs Joanne Farrell Mon, Tues, Thurs, Fri Mon, Tues, Thurs, Fri AM PM

4 Making an appointment Appointments to see the doctor should be made by telephone or by calling at the surgery. You may be asked questions regarding your illness by the reception staff to ensure you are booked into the most appropriate appointment. GP appointments can be made up to four weeks in advance, or on the day. We provide minor ailment clinics each day with 5 minute appointments - these are suitable for coughs, colds, sore throats, rash, urine infections etc. We also provide telephone consultations each day please ask reception for details. We hope that you will usually be able to see the doctor of your choice, although this may not always be possible, as some doctors do not work every day. Home Visits If you are too ill to attend the surgery and need a home visit, please telephone preferably between 8.30 am and am. The receptionist will ask about your illness so that the doctor can give urgent problems priority. Please make every effort to attend the surgery, as at least four people can be seen here in the time it takes to do one visit. It is quite safe to transport babies and children with high temperatures Extended Access Hours We now offer extended hours on Tuesdays, Wednesdays, Thursdays and Fridays. Carers If you are a carer or are yourself cared for, please inform reception staff so we may record your details to make our clinical staff aware. Our carer link worker is Gill Lodge. Alternatively you may contact D.A.D (Darlington Association on Disability) on Confidentiality All patient information is kept strictly confidential. The patients written consent is required before any medical information is released. Please note we cannot divulge patient information to a family member (including spouse/partner) without written permission of the patient. The Freedom of Information Act 2000 The Freedom of Information Act came into force from January It gives a general right of access to all types of information held by public authorities. This includes Clinical Commissioning Groups and GP Practices. Organisations are required to produce a Publication Scheme, which is a guide to what information the organisation routinely publishes or intends to publish. For further information on this please contact the Operations Managers. The Data Protection Act 1998 Under the Data Protection Act, you are entitled to access your health records. If you would like to access your records please contact the Operations Managers. Please note we may charge a nominal fee for this service. If you would like a copy of a letter that a doctor writes regarding your treatment, then please make your request to the doctor during your consultation. The doctor will ensure a copy of the letter is sent to you at the address on your medical records.

5 Complaints Procedure We operate a Practice complaints procedure as part of the NHS system for dealing with complaints which meets national criteria. If you have a complaint please contact the Operations Managers who will investigate using this complaints procedure. Our aim is to give you the highest possible standard of service and we try to deal quickly with any problems that may arise. We will acknowledge receipt of a letter of complaint within 2 working days. Our practice complaints leaflet gives details of the procedure, and is available from reception. Healthwatch can be accessed by patients if any issues are unresolved Tel: Violent and Aggressive Patients We would like to make it clear that violence and abusive language and swearing from patients against any of our staff is unacceptable and will not be tolerated. These patients will be reported to the police, may be subsequently prosecuted and may be struck off the Practice list. The Government and the NHS have also made a commitment to stamp out violent and abusive behaviour. Equal Opportunities All patients will be treated fairly on the basis of need and not discriminated against on the basis of age, sex, race, religion, disability or sexual orientation. If you feel you are being unfairly treated please contact the Operations Managers or follow the Surgery Complaints Procedure. Out of Hours Call In the case of serious illness at any time, telephone during surgery hours your call will be passed to the duty doctor who will offer advice or if judged necessary, make a home visit. If your call is out of hours you will be requested to call the 111 service who will deal with your call. Urgent cases will always be attended, but PLEASE only call if the patient s condition warrants urgent attention, which cannot wait until the surgery is next open. At times the duty doctor will be a deputy. If calling from a pay-phone, please have several coins and pen and paper ready. DNA s (Did Not Attend) If you no longer need your appointment, please cancel in good time so that it can be offered to another patient. If you do not attend for three appointments without prior notification you may be asked to register with another Practice. Sick Children We have an open access policy for sick children. If your child is unwell please bring him/her to the surgery for attention. It helps us if you telephone in advance but if you have difficulty with this just turn up. You will not have to wait any longer to be seen than if you attended the A&E department. Disabled Access - The surgery allows access to all of our patients. Dedicated disabled parking spaces are available and there are automatic doors at the front entrance and in the reception area. There is also a disabled toilet for patients use.

6 The Health Care Team Our Primary Health Care team also includes: Receptionists The reception staff make appointments for patients to see the doctor or nurse and will take messages to pass on to other staff. They will also help you with any non-medical aspects, such as registration, free prescriptions, applications etc. They can give test results to patients, but please phone after 11 a.m. Practice Nurses Our three nurses are available by appointment to: Monitor ongoing conditions such as asthma, diabetes, high blood pressure and raised cholesterol levels. Minor Surgery and Freezer Clinic The surgery is equipped to deal with a wide range of minor operations and freezing procedures. Please see the doctor. Patients over 75 All patients over 75 years of age are entitled to a named accountable GP and an annual check-up. This can be done by the nurse at the surgery, or if you are unable to attend the surgery, in your own home. Details of your named GP will be issued within 21 days of your registration. Diabetic Clinic and Asthma Clinic Appointments with the Practice Nurses. Give Healthy Living advice on diet, exercise, smoking cessation and sensible drinking. Take blood samples, cervical smears, teach breast selfexamination and other clinical procedures. New Patient Registration To register with the practice please collect a New Patient Pack from reception. You will be asked to complete a registration form and a New Patient Questionnaire. Give immunisations and travel advice to children and adults Health Care Assistant Our Health Care Assistants are available by appointment to take bloods, ECG s/ambulatory ECG s, 24hour B.P s and to carry out New Patient Checks. We are not a training practice however we may on occasions have student healthcare professionals on the premises - you will be asked your consent for the student to be present during your consultation Our practice area covers much of the DL1 postcode, but for further information on a specific address, please contact one of our reception team who will be happy to help. Existing Patients Please ensure we have your correct address and telephone number on our records. The surgery cannot be held responsible for maintaining confidentiality once a letter has been posted to you. It is the responsibility of the patient to ensure that any correspondence from the doctor is not opened by another person at the address given for delivery.

7 Specific Services Women Ante-Natal Clinic every Wednesday afternoon, with Midwives and Doctors. Cervical Smears and teaching of breast self-examination are carried out by our nurses. Family Planning Available from all the Doctors/ Nurses during normal surgeries or from the Family Planning Clinic on Tuesday afternoons, when a specialist nurse is available. Emergency contraception is available from all the doctors and Practice Nurses at the surgery. For emergency contraception out of hours, please contact 111. Menopausal problems and osteoporosis prevention/ treatment See the Doctor/ Nurse. Men Heart Disease Prevention screening. Family Planning Clinic. Children s Health Immunisation Clinic every Tuesday and Thursday by appointment only. You will be contacted by the practice to arrange an appointment if your child is due a vaccination. 6-8 week checks and postnatal check-ups can be booked with any of the GP s. Please note the 6-8 week checks do not include immunisations. Community Midwives Community Midwives work with the doctors to provide comprehensive maternity care. Health Visitors Health Visitors are experienced nurses and midwives who have additional training. Their main responsibilities are childcare and assessment of children s development, together with health education and prevention of illness in all age groups. They can be contacted on Counsellor The Practice has a visiting counsellor who attends the surgery every Wednesday. For details of referral to this service, please contact your G.P. Community Psychiatric Nurses CPN`s are available to see patients at the surgery or in their homes. They can help with ongoing mental illness as well as coping with bereavements, stress and anxiety. Chiropodist The Chiropody service is based at Hunden s Lane and your GP will refer you to them should you need help with foot care, especially for the elderly and diabetics. Patient Participation Group This Practice has set up a Patient Participation Group to enable patients to contribute and share their views on the Practice and it s services and to help shape future services. Meetings are held regularly at the surgery. For more information please contact Lesley Westgarth by on [email protected]