KNIGHTS HILL SURGERY Suite 1, West Norwood Health and Leisure Centre, SE27 0DF

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1 KNIGHTS HILL SURGERY Suite 1, West Norwood Health and Leisure Centre, SE27 0DF Tel: Fax: Website: PARTNERS Dr Sarah Hawxwell MBBS DCH DRCOG DFFP MRCGP (F) Mr. Sunil Gupta FCA (Practice Manager) Salaried GP Dr Katherine Parker (F) MBBCH MRCGP OPENING TIMES Monday Friday Hours Saturday Hours Sunday Closed Dr Sessional GP Dr George Varughese (M) MBBS, BSc, DLO, DFFP Dr Sam Patel (M) MBBS MRCGP PRACTICE NURSE Mrs Retty Thomas BSc nursing (India) Registered nurse UK Mrs Camilla Jackson Dip. Adult Nursing BSc (Hons) Psychology HEALTH CARE ASSISTANT Crystal Mahabir (F) Diploma in Nursing (Canada) GP Appointments Appointment times are as follows:- Monday Tuesday Wednesday Thursday Friday Saturday Sunday Closed Oct

2 Consultations by appointment only We are aiming to ensure that routine appointments wait no more than 4 working days. If your condition is urgent, please inform the Reception Staff. Patients seen urgently cannot be guaranteed the time or doctor of their choice. An urgent condition is one that cannot be reasonably expected to wait until the next routine appointment. Only one patient per appointment is permitted. Please cancel your appointment if you are unable to attend. Repeated failure to attend appointments may result in removal from the practice list. GP Preferences Patients are given the choice to select which doctor they want to see. (Subject to availability) Please inform reception at time of booking an appointment. Please note not all doctors are present on any given day. Even if you haven t been to the surgery for over 3 years, you will be offered an appointment as per usual. New Registrations Patients living in the catchment area can join the practice simply by completing the registration form at reception or r online at New patients are offered a New Patient health Check-up appointment with our nursing team as part of our usual registration process. Patients on medication for any long term health conditions are advised to book an appointment with GP on the same day following their new patient health check. If for any reasons we are unable to register you, you can contact the Practice Manager or Lambeth Health watch on Weekend service From May, Knights Hill Surgery will be open from on Saturdays for Knights Hill Patients only How to access GP Service on weekends* Weekend service is by pre-booked appointments only. It is not a walk-in service If you are a Knights Hill Surgery patient, please contact reception for more information (Monday to Friday) If you wish to register with Knights Hill Surgery, you can view our catchment area and register online. Registration may take up to 2 working days *Subject to availability Oct

3 Practice Catchment area Reception The receptionists are available during opening hours 8.00 am pm. Their role includes booking appointments and answering the telephone, checking in patients and assisting the doctor/nurses with general administrative queries, tasks and dealing with any queries with patients. - Home visits Please telephone before a.m. if you are too ill to travel to the surgery. As home visits take considerably longer than surgery appointments we ask you to come to the surgery if you are mobile, allowing us to reserve visits for genuinely housebound and seriously ill. Out of Hours NHS Direct are available for medical advice Tel: 111 The practice is a member of SELDOC which is an out of hour s co-operative of local GPs. If you have an urgent medical problem that cannot wait until the surgery re opens, then contact SELDOC for an out of hour s doctor). (SELDOC ). Repeat Prescriptions Repeat prescriptions have to be authorised by your doctor Please allow us 48 working hours or less for prescription collection, from receiving the Oct

4 request (excluding weekends and bank/local holidays). We are unable to accept requests over the phone. Written requests only. Prescriptions can be returned if a stamped, addressed envelope is provided. If you require a prescription urgently, please let the receptionist know and we will do our best to arrange this for you From time to time you may receive with your prescription a request to see your Doctor or the Nurse. This is because medicines require regular reviews to ensure their greatest benefit and safety Your prescription can be sent to your nominated pharmacy electronically (except controlled drugs). For information on this service, please contact your pharmacist or surgery reception team Repeat Prescriptions can now also be done through emis access and our website: where you can order them via our secure online form. Test Results Blood results can take up to 14 days depending upon their nature, and x-ray and scan results can take 7 to 14 days to arrive after the test. You can obtain your results by telephoning the surgery after AM. If the result is abnormal you may be advised to discuss this with your doctor. Receptionists are not authorised to provide explanations of test results to patients. The results of cervical smear tests will be sent to you in writing and are available in 2-3 weeks Please note that for reasons of confidentiality we are unable to discuss any medical details with anyone other than the patient concerned, unless we have express permission from the patient. Community Nurses NHS Lambeth s team of district nurses are now part of Guys s and St Thomas NHS trust. They are attached to the practice and look after housebound patients and those who have recently been discharged from hospital. They can be contacted on AM to 5.00 PM Monday to Friday You can also contact the surgery and leave a message at the reception desk. Help and more information on local services can be found by contacting NHS Lambeth CCG NHS Lambeth Clinical Commissioning Group 1 Lower Marsh Waterloo London SE1 7NT Main reception: Useful Telephone numbers South East London Doctors On Call (SELDOC) NHS DIRECT King s College Hospital Reproductive and sexual health services Oct

5 Lambeth Health watch Walk in Centres Gracefield Gardens Walk in Centre 2-8 Gracefield Gardens Streatham London SW16 2ST Tel: Services (all clinics by appointments only) Post natal checks Cervical smears Sexual health Contraception Smoking cessation Spirometry Well person clinic Diabetic/asthma reviews Travel vaccines Baby clinic Counselling by GP Referrals It is important that your children are fully vaccinated. Please make an appointment for child immunisations with Practice Nurse Access for the disabled There is disabled access into the Surgery. All medical rooms are situated on the ground floor. If any assistance is required please ask at reception and a member of staff will be happy to help. Chaperones During your appointment with a doctor or nurse, you are welcome to ask for a chaperone. This will usually be one of the nursing team, however if a nurse is unavailable another staff member can chaperone with your agreement Change of Address / Telephone Number In order to maintain accurate records we ask you to tell us of any change in your particulars: name, address or Telephone Number etc. We hope that you do not move too far away, as we would like to continue to provide care for you. But if you move outside the practice area, we will ask you to find another Practice Practice policy around behaviour It is our policy to be helpful and polite to all our patients, regardless of age, ethnic origin, disability, gender or sexual orientation. We would expect the same courtesy from our patients. Discriminatory, unsocial, threatening, violent, or abusive behaviour towards staff & other patients will not be tolerated. The practice will take action in these circumstances. This may involve the police or result in the removal of the patient from our practice list. Access to patient information Oct

6 Information will not be disclosed to third parties without your written consent unless there are exceptional circumstances or the information is to be provided in an anonymised, encrypted or aggregated form (eg for research or statistical analysis). Your information may be used by the practice for management, audit and research purposes. We may also have to share information with the following main organisations for your benefit: Strategic Health Authorities NHS trusts (Hospitals, PCTs) Ambulance Services The practice takes confidentiality very seriously and maintains strict controls over access to information. This information is covered under the Data Protection Act Please contact the Practice Manager if you have any concerns over the management of your confidential information Freedom of Information Act 2000 The surgery has produced a publication in accordance with the FOI. If you have a request for any information in line with the Act please contact the Practice Manager Equality and Diversity Knights Hill Surgery is committed to eliminating discrimination and encouraging diversity amongst our workforce, and in relation to our patients and service users. We believe in fairness, equity and above all value diversity in all dealings, both as provider of health services and employers of the people. The Practice aims to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the Practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver high quality healthcare. The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. For more information on our Equality and diversity policy, please contact a member of staff Complaints & Comments We do try to provide you with the best service possible, but realise that on occasion you may not feel this has happened. If you have any problems relating to your care, these can be dealt by the Practice Manager Mr. Sunil Gupta as quickly and fairly as possible. By post Knights Hill Surgery Suite 1 West Norwood Health and Leisure Centre 25 Devane Way London SE27 0DF By Your complaint will be acknowledges within 3 working days. If you are not satisfied with the practice s investigation, you may contact NHS England complaints office, By post NHS England PO Box Oct

7 Redditch B97 9PT By With For the attention of the complaints manager in the subject line. By telephone (Monday to Friday 8am to 6pm, excluding English Bank Holidays) There is a separate leaflet available for patients entitled Making a Complaint. Please ask at reception. Patient Responsibilities Inform us when you move home or change your name, so that our records are correct and up to date. Be on time for your appointments and check in with the receptionist Let us know if you need to cancel your appointment Make separate appointments for each member of the family that needs to be seen Call for a home visit before AM. Only Genuinely Housebound and ill Read the practice leaflets and other information we give you. They are there to help you use our services. Please ask if you do not understand them, this will help us make them easy to read. Patient Participation Group What is the patient participation group? The PPG is a group of patients who meet regularly with the practice management and clinical staff to enhance the practice by representing the patients views of the services and by suggesting possible improvements. What does it involve? PPG meetings are held at the surgery approximately every 12 weeks. The purpose of the meetings is to discuss issues affecting your practice and the NHS as a whole, and also to help the surgery deliver the best service it possibly can. If you cannot attend meetings, then you can ensure your views are heard by being part of our virtual PPG group and using . What else does the PPG do? Help distribute patient survey forms to patients in the surgery (once a year).* Help with organising patient health evenings.* Occasionally attend locality PPG seminars.* Assist in producing the surgery newsletter.* *All the above are not obligatory but even the smallest input is of great value. Who can become a member? Anyone who is a patient registered at the practice can become member of the PPG. If you are interested, or require further information, please contact the reception team. Oct

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