A guide to our services

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1 Shipley Medical Practice A guide to our services Telephone: (01274) or (01274) Opening hours: Monday to Friday 8am until 6.30pm Thursday late opening until 8pm Evenings and weekends: Dial Partners Dr Nick Hayward Dr Kirsty Hogg Paula Guiry Welcome Shipley medical practice aims to work together to provide all our patients with the best possible medical care, combining a friendly personal service with high clinical standards. Our team includes eight GPs, two registrars, three nurses, two health care assistants as well as our practice manager and the administration and reception staff. We offer a full general practice service and run clinics for babies, children and pregnant women, as well as a specialist service for patients with long term conditions. At Shipley medical practice, we aim to treat all our patients, promptly, courteously and in complete confidence. We feel it is important you know who you are speaking to, so our practice staff wear a name badge and identify themselves on the telephone. We also run a range of immunisations and health checks for people over the age of 65 and participate in a national scheme to identify patients who are at risk of developing dementia. We are a training practice; therefore your medical records may be used for educational purposes. Because of this, we ask patients registering with us to sign a consent form giving permission for their records to be used in this way. This leaflet is for both existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our practice operates. If you live in our practice area and would like to register with us, please complete one of our registration forms that are available from our reception desk. 2

2 General Information Our practice shares Shipley Health Centre with other services including Health Visitors, District Nurses, Podiatry and School Health. We work on the ground floor of the Health Centre and there is wheelchair access (including toilets). Our practice area covers Shipley, Bolton Woods, Wrose, Frizinghall, and parts of Baildon, Cottingley, Manningham and Heaton. How to register with the practice Either call in or telephone and tell the receptionist that you wish to register with the practice. You will be offered an appointment with one of the Practice Nursing Team for a new patient examination and health check. It is practice policy that all new patients must provide ID and proof of address. How to make an appointment with the doctor or nurse Appointments are usually available between and on weekdays. An appointment slot lasts 10 minutes. We have a late evening surgery on Thursdays. To make an appointment, you can either telephone the surgery or call in. You will be offered the next routine appointment with one of the doctors. If you wish to see a particular doctor, or you are only free to come at certain times, it may take longer to get an appointment. You may also arrange a telephone appointment, for the doctor to ring you at a certain time. If you need an appointment urgently (on the day) please let the receptionist know and a doctor will telephone you. Home Visits If you need to see a doctor but are too ill or frail to come to the surgery, please telephone to ask for a home visit. Please try to ring before so that the doctors can plan their day s work. Visits are normally done between and If you need a visit more urgently, please make this clear when you ring. Results of tests When you have an investigation, the doctor or nurse should tell you when to expect the result to be ready. Blood and urine test results are normally available after 7 working days; X-ray and scan after 14 working days. After that time, telephone or call in (preferably after 14.00) and the receptionist will give you a message from the doctor. We do not routinely contact patients with their investigation results - please make sure to check them yourself. Repeat Prescriptions If your request is for a repeat prescription which you ask for regularly, please use the prescription box on the reception desk or the box at the front door. Please leave 48 hours when ordering your prescription. If you have registered with our online system, you will also be able to order your repeat prescription from our website. You can collect your prescription from reception or, if it is more convenient, from one of the local chemists. Some chemists may be able to deliver your medication to you at home. 3 4

3 If you get regular repeat If your review is overdue, there will prescriptions, there will be a be a message on the tear off slip. Medication Review Date on Please don t ignore it, as without the tear-off right-hand side of regular review we may not be able the prescription. This may to issue your prescriptions. mean that you need to make an appointment with a doctor or nurse for a check up. Prescriptions Charges and Exemptions Did you know you can save money on your prescription charges? If you know you ll have to pay for a lot of NHS prescriptions it may be cheaper to buy a prescription prepayment certificate (PPC) effectively a prescription 'season ticket'. A PPC covers you for all of your own NHS prescriptions, including dental prescriptions, no matter how many items you need. For more information or to buy a certificate online, visit: or call Online Systems Registered patients can now manage appointments and repeat prescriptions online. Please ask our reception staff about applying for an online account. Online patients can also request to see a summary of their patient record online. SMS Text Messaging Service If you would like to consent to receive SMS text messages reminding you of your booked appointments and to receive your test results, please call in and speak to our reception staff. To Cancel an Appointment You can either telephone on or call in to the reception to cancel your appointment. If you cannot keep your appointment, please cancel as soon as possible. Telephone The doctors are happy to talk to patients on the telephone, but prefer not to be interrupted when they are seeing patients. For this reason, we offer telephone appointments with all the doctors. GP Registrar Training The practice has been accredited as a GP Training Practice. This means the practice will usually have one or two qualified doctors training to specialise in General Practice. Each doctor will usually stay with us for a period of 12 months. As part of their training, the doctors (especially the GP Registrars) sometimes record their consultations on video. The receptionist will tell you if they doctor is doing this, and the camera will only be switched on if you sign a form giving your permission. The tape is treated confidentially, will only be viewed by doctors, is kept very safely and will be destroyed when no longer required. At any time if you do not wish to be seen by a GP registrar at your consultation please feel free to bring this to the attention of the receptionist or GP. At no time will this decision prejudice your care with us. Zero tolerance policy The practice will not tolerate verbal abuse or aggression towards any member of staff. If you are abusive to staff you will be removed from our list. 5 6

4 Clinics Antenatal Clinic You can now self refer yourself to the midwife without seeing a doctor. The number to call is Well Baby Clinic Wednesday 1pm - 3pm No appointments needed. Run by our health visitors. Please do not bring poorly children to the Well Baby Clinic. Flu Immunisation Clinic Held every year beginning in October for people over 65 and others at special risk from flu. Health Trainer A health trainer can work with you to identify personal goals that you think can improve your health. Please speak to your GP about being referred to see a health trainer. Sexual Health Clinic We offer a drop in clinic on Thursday evenings between and for patients registered with the practice. You can see one of the female doctors or sexual health nurses for contraception, sexual health screening, smear tests and other related problems. We do fit coils and contraceptive implants and are happy to discuss these during this clinic, but we may arrange for you to attend a booked appointment at a suitable later date for the fitting. Citizens Advice Bureau Monday mornings (appointments at 9.30, and 11.30) Please ask for an appointment at our reception Our Team Dr Nick Hayward MB ChB 1998 Leicester Dr Julie Patterson MB ChB 1990 Leeds Dr Nicole Allsorn MB ChB 2007 Leeds Dr Harminder Baryah MB ChB 1999 University of Glasgow Dr Kirsty Hogg MB ChB 2000 Manchester Dr Bob Mark MB ChB 1980 Newcastle Dr Jude Hayward MB ChB 1998 University of Edinburgh Dr Deborah Penfold MB BS 2009 The University of Hull and the University of York We currently have two GP registrars: Dr Qmar Hussain and Dr Bushra Hussain Practice manager Mrs Paula Guiry is responsible for the overall smooth running of the practice. Paula will be able to help you with any administrative problems you may have with the way our practice is run. 7 8

5 Nurse Moyra Stocks, Nurse Abigail Archer, and Nurse Anna Hill try to help our patients stay healthy. Their job includes health checks and advice on family planning, diet, smoking, alcohol and stress. They carry out immunisations, including those for foreign travel. They do cervical smear tests, blood tests, pregnancy tests, ECGs, dressings and ear syringing. They carry out checkups for patients on contraceptive pills and hormone replacement therapy, and for people with long term medical conditions. Our Health Care Assistants Vanessa Bradley and Michelle Asquith work alongside the Practice Nurses. Their work includes taking blood samples, measuring blood pressure, carrying out ECGs (heart tests) and spirometry (lung function tests), and health checks for new patients. Our Reception and Administration team share the reception work and administration of the practice. As well as answering the telephone, welcoming patients, booking appointments, taking messages, sorting out queries, filing records, dealing confidentially with information about patients and working with our computer system, each member of the team has their own special jobs. These include secretarial work, organising special clinics and services, entering patient record data on to the computer system and keeping statistics. Confidentiality We provide a confidential service to all our patients, including those under 16. This means that you can tell others about your visits here, tests etc. but we won t. The only reason why we might have to consider passing on confidential information without your permission would be to protect you or someone else from very serious harm. We would always try to discuss this with you first. If you have any worries about confidentially, please feel free to ask a member of staff. All our computer systems and policies comply fully with the Data Protection Act Services not covered by the NHS If you need a doctor to carry out a medical examination (e.g. for a HGV licence) or complete a medical certificate (e.g. for an insurance company) please ask the receptionist these services are not covered by the NHS and there will be a charge. We need at least a week to complete private medical certificates. We do not sign Passport application forms Shotgun licence applications Complaints and suggestions If you are unhappy with any aspect of our service, we would like to hear from you. We particularly welcome constructive suggestions about how we could do better. There is a box at Reception where you can post any comments or suggestions. If you wish to make a formal complaint, please write or speak to Paula Guiry Practice Manager or if you would like to see a copy of our Complaints Procedure, please ask at Reception. 9 10

6 Friends and Family Test The Friends and Family Test (FFT) is a single question survey which asks patients whether they would recommend the NHS service they have received to friends and family who need similar treatment or care. GP Practices can use the feedback gathered through FFT to celebrate successes and to support staff to make improvements where the experience of services does not live up to expectations. If you would like to comment on the service that we provide, please complete a feedback card from the reception desk. Patient Participation Group Shipley and Westcliffe Medical Practices now have a joint Patient Involvement Group. If you would like find out more about the practices and have your say on future services please ask our reception team about our next meeting. Please help us to help you Everyone at the practice works under pressure. We hope to provide a friendly and helpful service it works better with co-operation on both sides. A standard appointment is 10 minutes long. It may not be possible to deal with all your problems in one appointment. Be patient with our receptionists. It isn t their fault if all our appointments are full Don t worry if our telephone line takes a while to be answered. Our phone lines are often very busy. Remember to give us 48 hours notice for a repeat prescription Let us know if you are unable to attend an appointment. Let us know if you move house or change your telephone number. Shipley Medical Practice Shipley Health Centre Alexandra Road Shipley, BD18 3EG Telephone: (01274) Telephone: (01274) Fax: (01274) Website Opening Times Monday Tuesday Wednesday Thursday Friday Please note that the practice is closed for staff training between 1pm and 4pm every Thursday. You can telephone us from and Monday to Friday. If you need to contact a doctor urgently when the medical practice is closed, you should call NHS

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