Station Road Surgery Practice Leaflet

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1 DR A S PATEL MBBS D.OBST DR M UEHLEIN S.E. UVFFM DR R MUDALAGIRI MBChB MRCSEd MRCGP November 2015 Station Road Surgery Practice Leaflet Linda Khalil PRACTICE MANAGER Station Road Surgery, Shotton Colliery, Durham DH6 2JL

2 Branch surgeries: Peterlee Health Centre, Fleming Place, Peterlee Co Durham SR8 1AD Front Street, Haswell, Durham DH6 2BL Welcome to our practice This booklet outlines the services that we offer. Please keep it safe and use it as a source of reference We are always ready to listen to any suggestions that you may have for improving our service to you. SURGERIES Main Surgery Branch Surgeries The Surgery Station Road Shotton Colliery Durham DH6 2JL Tel: Fax: The Surgery Front Street East Haswell Durham DH6 2BL Tel: Fax: Health Centre Fleming Place Peterlee Durham SR8 1AD Tel: Fax:

3 CONTENTS 1. Our Practice 2. Patient Information Surgery Hours Disabled Patients Appointments Mobile Alerts Young Persons Patient preference of practitioner Cancellations Violence and Aggression Your Medical Records Telephone Advice Home Visits Out-of Hours Emergencies Accidents Repeat Prescriptions Test Results Newly Registered Patients Change of Address Complaints Patient Participation Group NON NHS Patient rights and responsibility 3. Useful Telephone Numbers 4. Useful Websites 5. Map of Practice Area 3

4 OUR PRACTICE The practice has both male (M) and Female (F) doctors. The Partners Dr A S Patel (M) Dr M Uehlein (F) Dr R Mudalagiri (M) Qualifications MBBS D.OBST S.E. UV FFM MBChB MRCSEd MRCGP PRACTICE MANAGER Linda Khalil - The practice manager is responsible for the organisation of the practice. If you have any suggestions or complaints please let her or the assistant practice manager Chris Dawson know Good or Bad. RECEPTIONISTS The receptionists have an important job and endeavor to deal with your questions, appointments, repeat prescriptions etc. as efficiently as possible. They have enquiries and calls coming from every direction, so please be patient. On occasion the receptionists may need to ask you for a few details. They have been trained to make these enquiries in order to help you in the most appropriate way Practice staff are bound by the same rules of confidentiality as doctors and nurses. Our Practice Nurses are available by appointment only. NURSE PRESCRIBER/ NURSE MANAGER Louise Christie The Nurse prescriber can see patients with undiagnosed problems and make an assessment of their health needs based on highly developed nursing knowledge and skills, including skills not usually exercised by nurses, such as physical examination, treatment and referral. PRACTICE NURSES SPECIALIST Ann Todd Asthma, diabetes, hypertension, CHD, well person and health promotion, minor surgery, well woman - cytology, weight management, smoking cessation, holiday vaccinations and new patient examinations. PRACTICE NURSES Barbara Turner, Rebecca Thompson Our three practice nurses deal with blood tests, cervical smears, ear syringing, immunisations, blood pressure, family planning, dressing of wounds and removal of sutures as well as specialist clinics: HEALTH CARE ASSISTANT (HCA) Ann Louise Farrell The HCA supports our nursing team with clinics such as: - Phlebotomy, Spirometry, Smoking cessation, Check for life etc. 4

5 PATIENT INFORMATION Each Doctor and nurse have their own individual appointment times a receptionist will help you with this. SURGERY OPENING HOURS The surgery is open at the main site (Shotton Colliery): Opening hours For prescriptions Monday 8.00am pm pm Tuesday 8.00am pm pm Wednesday 8.00am pm pm Thursday 8.00am pm pm Friday 8.00am pm pm Saturday and Sunday CLOSED Haswell branch opening times: Opening hours For prescriptions Monday 9.00am am am Tuesday 9.00am am am Wednesday 1.00pm pm Thursday 9.00am am am Friday 1.00pm pm Saturday and Sunday CLOSED Peterlee branch opening times: Opening hours For prescriptions Monday 8.30am pm pm Tuesday 8.30am pm pm Wednesday 8.30am pm pm Thursday 8.30am pm pm Friday 8.30am pm pm Saturday and Sunday CLOSED HOME VISITS (applies to catchment area patient only). If you feel you are too ill to attend the surgery you can request a home visit by telephoning the surgery, if possible before 10.00am. The receptionist will ask for details of your illness to help the doctor assess the urgency of the visit. You will also be asked for a contact telephone number as the doctor may wish to speak to you. Home visits are at the discretion of the doctor and are for patients who are medically unable to attend the surgery. 5

6 REPEAT PRESCRIPTIONS If you are taking regular medication you may request a repeat prescription you can order in the following ways. You can register to order them on line. Visit the surgery with your repeat slip ticked showing required medication at any time. By telephone between 9:00am 12:00pm Monday Friday. When telephoning you must tell the receptionist the names of the individual medication the you require, to say everything or all meds is not acceptable. Please allow 48 hours notice when requesting a repeat prescription. It is an requirement that you have your repeat medication reviewed regularly. Your prescription can be sent electronically to a pharmacy of your choice. Please note controlled drugs cannot be sent this way. WE DO NOT PRESCRIBE ANTI BIOTICS FOR COUGHS AND COLDS. THE PRACTICE WILL NOT PRESCRIBE HARD DRUGS OR METHADONE DISABLED PATIENTS Wheelchair access is available via main entrance. All consultation rooms are accessible by wheel chair. Any problems please contact staff. APPOINTMENTS These can be arranged by telephone, by calling in person or online. For online appointments you will need to register and obtain a user name and password. Where you feel able please give the receptionist an outline of your problem, including details of how long you have had the problem so that he/she can organise an appropriate appointment or seek advice from a doctor. MOBILE ALERTS For patients with mobiles when you book an appointment you will receive an instant text message the day before as a reminder of your appointment time. (make sure we have an up to date mobile number). YOUNG PERSONS Young persons aged 14 plus are free to see a doctor or nurse without being accompanied by a parent, guardian or carer. PATIENT PREFERENCE OF PRACTITIONER You have the right to express a preference to receive services from a particular practitioner. If you do express a preference you will be given an appointment in their next available clinic. This may not be possible in the event of an urgent appointment request. CANCELLATIONS If you are unable to attend an appointment that you have booked please inform us as soon as possible so that your appointment can be used for someone else. The practice operates a DNA (did not attend) policy, DNAs are monitored on a daily bases if a person DNA s frequently they may be called in to discuss this. If you fail to inform us that you no longer need your appointment or that you are unable to attend, patient access to a doctor or nurse is greatly reduced. 6

7 VIOLENCE AND AGGRESSION We operate a zero tolerance policy toward violent and/or abusive behavior. Any such behavior - physical and/or mental - could result in removal from the practice list. YOUR MEDICAL RECORDS You have the right to keep your personal health information confidential between you and your doctor. A Patient leaflet is available from reception which explains: How your medical record is used to help you How the confidentiality of your record is safeguarded, whether stored in written or electronic (computer) format. That your record is readily accessible to authorised staff only How you can arrange to see your own records. TELEPHONE ADVICE If you would like to speak to a doctor or nurse for advice but are unable to attend the surgery, please contact the reception staff who will be able to advise you of an appropriate time to telephone. If possible please give an indication of what you would like to discuss (unless there is something confidential that you would prefer to discuss only with the doctor). OUT OF HOURS EMERGENCIES Out of hours service is provided by 111 Try to restrict night and weekend calls to genuine emergencies that cannot wait until you see a doctor. The service is used from 6.00pm until 8.00am the following day. At weekends cover will be from 6.00pm Friday until 8.00am Monday. If there is any delay in responding to an absolute emergency, you are instructed to dial 999 and ask for the Ambulance Service. ACCIDENTS If you have sustained an injury as a result of an accident, fall etc. or have chest pain, please report directly to a hospital A&E department or out of hours at Peterlee Community Hospital or the One Life Centre at Hartlepool. TEST RESULTS Please contact the surgery for test results. Results over the telephone will only be given if you can quote your personal code number given to you when the test is taken. The receptionist will either advise you of your results, once they have been cleared by a doctor, or ask you to speak to or make an appointment with a doctor or practice nurse. Please note that results of pregnancy tests can only be given in person. NEWLY REGISTERED PATIENTS New patients are very welcome. When registering you will be required to produce a photo identification which will be copied and kept with your records. If you do not have any photo ID you will be asked to have your photograph taken at the surgery to add to you medical records. You will then be given an appointment with the doctor followed by a simple health check with the practice nurse, during which she will take details of your medical history and current medication, which will assist us while we are waiting for your medical records to arrive. 7

8 CHANGE OF ADDRESS We are required, by NHS England, to notify them of any name change, address or telephone number. It is important you inform us as soon as possible so that our records can be updated. COMPLIMENTS/ COMPLAINTS/ SOFT INTELLIGENCE This practice offers a complaints procedure in accordance with NHS guidelines. Please speak to a receptionist or member of staff who will provide you with further information. PATIENT GROUP The practice holds regular meetings on the last Monday in the month at 6pm. They discuss how the practice can provide a better service for our patients. You can register to be a member either online or ask at reception for registration form. NON NHS EXAMINATIONS, SICK NOTES & PRIVATE LETTERS/CERTIFICATES Medical examination for special purposes e.g. elderly driver, pre-employment, HGV, PSV, Taxi medical or insurance purposes can be arranged by our receptionists. There are fees for these examinations the receptionist will advise you of these. Current Sick pay regulations require you to provide your employer with a self-certificate (SC2) for the first 7 days of any incapacity. A Doctor s note is only required after 7 days. Private sick notes (for which a fee is payable) can be supplied if necessary. Please remember the Doctor must have treated or seen you for the condition causing incapacity to issue any form of sick note. Repeat sick notes can only be given on a regular appointment and will not be supplied on emergency appointments as per practice protocol. Please note that request for letters and reports to 3 rd parties are NOT part of the doctor s contractual NHS obligation and hence these attract a fee please inquire at reception for current rates. Access to your medical records is available to all patients this requires a member of staff present with you at all times. Any copies to take away with you will incur a nominal fee e.g. 40p per sheet. CONFIDENTIALITY All patient information is handled confidentially according to NHS guidelines. You have the right to access any personal information held under. Data Protection Act but a charge may be payable. We will not disclose any details to other agencies unless with have you written consent. PATIENT S RIGHTS AND RESPONSIBILITES You have the right to expect a high standard of medical care from our practice and we will try at all time to provide the very best care possible within the resources available. In order to assist us in this we require that you take full responsibility for ensuring you do not abuse the service. For example it is you responsibility to ensure that you keep medical appointments and follow the medical advice given. IF YOU HAVE A MEDICAL PROBLEM WHICH CANNOT WAIT UNTIL WE OPEN CALL 111 OUR OUT OF HOURS PROVIDER. 8

9 SERVICE AVAILABLE WITHIN THIS PRACTICE Disease management (Asthma, COPD, CHD, Diabetes etc.) Cytology Family Planning (excluding coil insertion and contraceptive implants.) Tele-dermatology Health protection Immunization (childhood/travel.) Phlebotomy Well persons checks (Check for life, Well man/women.) ECG monitoring (including 24hrs.) BP (including 24hrs.) Life style management (including weight loss, exercise.) Smoking cessation Minor Surgery Home visits Palliative care Spirometry Medication review Wound care End of life care Ear wax syringing Private prescription Sick notes Referrals (to hospital/ other services Private and NHS.) Travel advice and vaccination SERVICE ATTACHED TO THIS PRACTICE Counselling ( Talking changes) Warfarin clinics Drug and alcohol misuse District nurses Macmillan Midwifes (via sure start) Vawas Physiotherapy X-ray (including MRI and Ultrasound) Coronary Heart Disease Nurse specialist 9

10 USEFULL TELEPHONE NUMBERS Chemists Shotton Pharmacy Haswell Pharmacy Boots Peterlee Wylam Peterlee Durham Dales, Easington & Sedgefield Clinical Commissioning Group Sedgefield Community Hospital Salters Lane Sedgefield TS21 3EE Local Walk in Centre The urgent care centre is based at: Peterlee Community Hospital O Neill Drive Peterlee SR8 5TZ Local Hospitals Peterlee Community Hospital Peterlee X-Ray University Hospital of Hartlepool University Hospital North Tees James Cook Hospital South Tees University Hospital North Durham Sunderland Royal Hospital Sunderland Eye Infirmary Freeman Hospital Newcastle Newcastle RVI Queen Elizabeth Hospital Gateshead Washington Hospital

11 USEFULL WEB SITES index.shtml Comprehensive web directory for UK patient information. Provides excellent links to support groups and voluntary organisations National Electronic Library for Health (select the virtual Mental Health Library Section). This has information for patients and clinicians The Department of Health site provides access to the most up to date government health circulars, paper and reports This database enables you to search for private specialist, nursing homes or hospitals The official NHS website. This provides basic advice to treat common symptoms. Also provides excellent links to support groups and associations NHS health information zone for County Durham and Darlington The official gateway to NHS organisations on the internet, both local and national Information on County Durham Primary Care Trust Medicdirect is a new health information site aimed at UK public and practitioners Provides free and easy to understand medical information and advice The Royal Marsden Hospital s patient information leaflets, providing information about different types of cancer includes children s cancers. Lists support groups available for patients for the UK 11

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