A Guide to Our Services

Transcription

1 Darnall Primary Care Centre A Guide to Our Services 290 Darnall Road, Sheffield, S9 4HQ Tel : Fax:

2 Your GP practice has joined with three other practices in Sheffield. The four practices that have merged are: Darnall Primary Care Centre Highgate Surgery in Tinsley Jordanthorpe Health Centre The Mulberry Practice in the city centre. The practices have merged to provide a better service to patients with the added benefits of additional services, shared resources and expertise and increased choice for patients. There are no changes that will have a detrimental effect on the service you receive. You can continue to use Clover Group, Darnall Primary Care Centre in the same way as you do now. Practice Area Our practice boundary covers Darnall, parts of Handsworth and Prince of Wales Road. How to Register with the Practice To register at the practice please attend the reception. Either give your medical card to one of the receptionists or ask for a registration form which they can give you if you cannot find your medical card. You will be registered as a patient of the practice and not with a specific GP but you are entitled to express a preference of practitioner for your appointments. You will also need to make an appointment for a 'New Patient Check'. This is a chance for us to record details such as your height, weight and any regular medication you are on in order to ensure you get the best quality of care. 2

3 Surgery Opening Hours Monday Tuesday Wednesday Thursday* Friday 8.00am 6.00pm 8.00am 6.00pm 8.00am 6.00pm 8.00am 5.00pm 8.00am 6.00pm *On Thursdays the telephones are diverted to the GP Collaborative from 12pm 6pm. If you need to see a doctor at this time you should telephone Reception is open for prescription and appointment services. 3

4 Making an Appointment If you need an appointment with any member of clinical staff at the surgery please speak with reception or by telephoning the surgery on Appointments with all clinicians can be booked in advance. You may request to see a specific clinician but please be aware that some of our clinical staff work part time and are therefore not always available. We also offer daily appointments every weekday morning and a telephone triage service. You can book these appointments on that day from 8.00am. Surgery Consultation Times Monday Tuesday Wednesday Thursday Friday Morning Book on the day appointments 9.00am 12noon Book on the day appointments 9.00am 12noon Book on the day appointments 9.00am 12noon Book on the day appointments 9.00am 12noon Book on the day appointments 9.00am 12noon Afternoon Pre-bookable appointments pm Pre-bookable appointments pm Pre-bookable appointments pm Pre-bookable appointments pm Pre-bookable appointments pm 4

5 Speaking to a Receptionist in Confidence Talking to a Doctor or Nurse on the Telephone All matters that you discuss with a receptionist are confidential but our reception is 'open' and there may be other members of public at the desk when you are talking to a receptionist. If the matter is sensitive or you just want a quiet area to talk please ask the receptionist to take you to a quiet area where you can speak privately. Consent to Treatment We conform to the Department of Health guidelines where applicable. Leaflets are available separately. Carers If you are a carer of somebody with a severe illness/disability or someone who is unable to manage alone please let us know so that we can advise you of what support is available. If patients wish to speak to a clinician on the telephone please give the details to the reception staff and if not urgent they will ask a clinician to call you back when free. Home Visits If a patient is too ill or too frail to attend surgery a doctor or nurse may visit the home. Requests for home visits need to be telephoned to the practice no later than 10.30am when a receptionist will need to take a number of details from the patient or the patient's representative. HOME VISITS SHOULD ONLY BE REQUESTED WHEN A PATIENT IS NOT WELL ENOUGH TO ATTEND THE PRACTICE PREMISES In particular we prefer to see sick children at the surgery, where we have the best facilities. 5

6 Repeat Prescriptions Important points Routine repeat prescriptions take 48 hours, although other requests may take longer. Your medication will require regular review and you will be asked to see the GP or Pharmacist from time to time. Certain medications also require regular blood tests, and it is vital that you attend these so that we can keep our records up to date. We suggest you take the right hand side list of your current prescription on holiday and to hospital appointments so that other medical staff know which medicines you are taking. Ordering of repeat prescriptions Use the right had side list of your last prescription to identify the medicines that you require, and tick the drug name or letter of the medicines you require. You can drop your prescriptions requests in at either Reception there is a box on the wall which you can post them into. You may post repeat prescription requests to the address on the front of this leaflet. Please provide a stamped, self addressed envelope if you require us to post your prescription to you. You may fax requests to You may contact us by telephone for prescription requests. To do this, please call between 10:30am and 12:30. You will be asked to confirm your identity when collecting a repeat prescription. Please inform the receptionist if you are collecting for someone else. Unless you consent, we will not issue repeat prescriptions to persons under 16 years of age. Please check the repeat prescription is correct when you collect it, to avoid problems later. You can only collect prescriptions from the Main Road site. If this is inconvenient, we can arrange to issue your prescription to certain chemists so you can collect medicines there. It takes us 72 hours to arrange this. We can also arrange the delivery of medicines by a local pharmacy to your house if are housebound. 6

7 Access to advice Out of Hours If you need health advice when the surgery is closed, please dial 111. Emergency Help For immediate emergency help, dial 999 and ask for an ambulance. a bad accident serious cuts, burns a heart attack severe pain someone who cannot breathe someone who has taken the wrong medicine or dangerous substance Calls are free, you do not need money for a telephone kiosk. Alternatively, you can go to the: - Accident & Emergency Department Northern General Hospital Herries Road Sheffield Which is open 24 hours, 7 days a week. No appointment necessary Or, for children under 16 years old: - Accident & Emergency Department Sheffield Children's Hospital Western Bank Sheffield Which is open 24 hours, 7 days a week. No appointment necessary. If you need advice when surgery is closed you can ring: 111 Or you can go to the: - Sheffield Walk-in Centre Sheffield City GP Health Centre Rockingham House Broad Lane S1 3PB Which is open 8.00am pm every day. This Nurse-led walk-in centre based in the City Centre provides healthcare available to any Sheffield resident. 7

8 Darnall Primary Care Centre Darnall Primary Care Centre has expanded over the years and now offers a wide range of specialist services and clinics to its patients in addition to general medical services. illness, thyroid, disease) Other immunisations Phlebotomy (blood tests) Occupational Health Ring Pessary Replacement Smoking Cessation Spirometry Travel advice and vaccinations Some of the services already available to you through the practice are listed below, with more to be provided in the future. Ante-natal & post natal care Anticoagulation Monitoring Asthma Baby/Childhood Immunisations Cervical Cytology Screening Coronary Heart Disease clinics Diabetic clinics Dressings Family Planning service Health promotion Medication review clinics by pharmacist Mental Health Worker Minor surgery Other chronic disease management services (e.g.. chronic obstructive pulmonary disease, epilepsy, hypertension, mental General Practitioners hold the key to a range of services including: treatment and advice on most health problems hospital referral referral to mental health services referral to community health services (District nursing, Health Visitors etc.) family planning 8

9 Health Care Professionals at the Practice GPs Dr Radha Bridger (female) Dr Chris Bronsdon (male) Dr Phabia Chomonara (female) Dr Jane Heathcote (female) Dr David Adamah (male) Dr Seema Munjal (female) Nurse Practitioners Mel McNamara Julie Denton Alexandra Bannister Practice Nurses Shanti Rudge Laura Carnall Nurse Practitioners Maxine Brown Diane Cupac Other staff at the practice: Reception team Rifat Bashir Surrinder Mudhar Margaret Heald Rehana Yousef Liz Harmston Susan Wasteney Diane Cupac The reception staff ensure that all patients are welcomed to Darnall Community Health, that the practice runs smoothly and that all patients receive the best possible care. Interpreter Sajeda Mowla (Urdu/Punjabi/Seleti Bengali) Available every weekday except Thursdays Secretarial Team Tracey Quinn Managerial Staff Deborah Cundey - Senior Operational Manager - Clover Group Angela Beresford - Operational Manager- Clover Group Claire Leek - Support Manager 9

10 Seeking a Second Opinion Every patient has the right to seek a second opinion. This can be from another clinician within the surgery or elsewhere. If you would like a second opinion from another clinician within the surgery please book an appointment with them as you normally would. Compliments, Comments and Complaints Accountability The Clover Group Practice is a directly managed multidisciplinary NHS practice. It is managed by and is accountable for its systems and governance to Sheffield Health and Social Care NHS Foundation Trust. Visit NHS Choices at to view our practice profile. We want our practice to be a partnership between ourselves and you the patients. We want to know how you feel about the practice so we can respond to your needs. If you have any comments or suggestions to make you can write them down and hand them in at reception or ask to speak to the practice manager. If you ever feel that we have not adequately met your needs the practice manager would be happy to listen to your concerns and will give you a copy of the complaints procedure. The practice will take such action as is necessary and you will be informed of the outcome. 10

11 Your Rights and Responsibilities as Patients of the Practice You have a responsibility to show consideration to the staff and to behave politely. You have a responsibility to read and use the practice information. You have a responsibility to only request home visits when absolutely necessary. You have a responsibility to only request urgent appointments for urgent conditions. You have a responsibility to keep appointments unless adequate notice has been given cancelling them. You have a responsibility to adhere to the policy for repeat prescriptions. You have a responsibility to recognise consultations are for one person only. It is the parent's responsibility to keep children under control in the surgeries. You should respect the practices premises and property. YOU ARE ULTIMATELY RESPONSIBLE FOR YOUR OWN HEALTH Patients' Behaviour The surgery will not tolerate any violent, abusive verbally aggressive, rude or threatening behaviour to any of the staff and other users of the service or the building. Such patients will be immediately removed from the practice list and in some instances their families will also be removed. If the situation is of a serious nature the police will be called. 11

12 Data Protection All personal and clinical information we hold about you is treated as confidential. The practice employed and associated staff have access to patient records. Information may be provided to other agencies if essential for patient care. We will ask you if you agree to share your NHS care record from this department or practice with the other NHS services you are registered with. If you agree or disagree you can change your decision at any time in the future. We are improving the way we store and share information in the NHS so we can provide safer, quicker and better care. We keep your health information (your NHS care records) on a secure computer system. This means that doctors, nurses and other healthcare staff here have the information they need to help them make care decisions. If you would like a copy of any letters please ask and collect from surgery. If you agree, we can now share your health information securely between the NHS services you are registered with, such as different hospital departments. If you consent to share your health information: Anyone wanting to look at your clinical care records: Must be involved in caring for you Must have an NHS smartcard, with chip and a unique passcode so they can use the computer system Will only see the information they need to see to do their job Will have their details recorded who they are and if they added or changed any of your information (you can ask to see this) This means that clinical staff caring for you in those different departments can also see your health information. 12

13 Your record of treatment here at this department or practice will be available to the other NHS services who provide care for you. You can at any time request that part of your record, like a particular consultation with your GP, is not shared. You can change your mind at any time If you do not consent to share your health information outside of this department or practice: Your record of treatment by this practice or department will NOT be available to other NHS services who provide care for you You should therefore take extra care when you are being treated by doctors, nurses or healthcare staff in the NHS services to ensure they have any important information they may need about you You can change your mind at any time Having access to up to date, complete information is important in being able to provide you with safe, quality care. The same rule about confidentiality and access described in this leaflet will apply. For more information about the new ways of storing and sharing information in the NHS, please visit For information about the NHS's commitment to keeping your information secure, please ask for a copy of the Care Record Guarantee, or download a copy from crsguarantee 13

14 Minor Ailments Service Your local pharmacies run a service called the Minor Ailments Scheme. If you or your family have any of the following problems, you can get free advice and medication from your local pharmacist. Please ask at your local pharmacist before contacting the surgery for an appointment. Athletes Foot Conjunctivitis: Acute bacterial / Allergic Constipation Diarrhoea Haemorrhoids Hay Fever Head Lice Headache / Earache / Temperature / Dental Pain Indigestion / Heartburn / Tummy Upset Insect Bites and Stings Mouth Ulcers Nappy Rash Nasal Congestion Pruritus Sore Throat Threadworm Thrush (inc Oral Thrush) 14

15 Clover Patient Group We would like to invite you to become a member of our Patient Group. We want our patients to be consulted on the way we run our services. This will enable us to look at how we can play a bigger role in creating a healthier community. It's up to you how involved you want to be. You can become: A full member. This will involve attending occasional meetings and providing feedback. A virtual member. We will or post you information for you to give us your opinions. We value your input We're proud of our practice but know it can be even better with your help. It's free to become a member. If you would like to join, please complete the form below and return it to reception. If you would like more information please ask at reception Contact Form If you are happy for us to contact you periodically by or if you are interested in becoming a full member of our Patient Group, please write your details below and hand this form to reception. My details are: Name: Address: Postcode: Tel No: address: Date of Birth: Male 0 Female I declare that I would like to register my interest in becoming a: Full Member Virtual member by: /letter Signed 15

16 Useful Telephone Numbers Royal Hallamshire Hospital Northern General Hospital Jessop Hospital Children's Hospital Weston Park Hospital Charles Clifford Dental Hospital Citizens Advice Bureau Family Community Services Health Advice 111 NHS Sheffield (Sheffield Primary Care Trust) is responsible for ensuring you get all the services you need. For details call (0114) Date of Review: August 2015