Any complaints regarding the service at NHS 24 Please put in writing to the address below.

Transcription

1 Any complaints regarding the service at NHS 24 Please put in writing to the address below. Gill Stillie Assistant Director of nursing Norseman House 2 Ferrymuir South Queensferry EH30 9QZ Any complaints regarding the service you received At any of the out of hours emergency service centres Please put In writing to the address below Cathy Phillips Complaints Officer Fife Primary Care Emergency service Hayfield House Hayfield Road Kirkcaldy KY2 5AH Dr John R.F. Burt M.B., Ch.B. (Aberdeen 1983), D.F.F.P. Dr M. Elizabeth Phillips B.Sc. (Hons), M.B., B.S. (London 1989), D.R.C.O.G. Dr Fiona M. Seaman M.B., Ch.B. (Aberdeen 1994) Dr James C. MacKenzie M.B., Ch.B. (Aberdeen 1993), D.R.C.O.G. Dr Anne M. Woods M.B., Ch.B. (Aberdeen 1996)M.R.C.G..P. D.R.C.O.G D.F.F.P Dr Emma R Christmas M.B., Ch.B.(Edin1994) M.R.C.G.P, D.C.H, D.R.C.O.G

2 Useful Telephone Numbers Welcome to Millhill Surgery We are a six doctor practice working from purpose built premises having transferred from a historic building in central Dunfermline to be nearer to our practice population. We work as a Primary Health Care Team with help from health and social care providers within our practice area. Our commitment to you, our patients, is to provide you with the highest possible standards of medical care and an efficiently run, friendly service, but to achieve this we need YOUR help. Please read your Practice Booklet as it is specifically designed to HELP US TO HELP YOU. Practice Appointments/Reception District Nurses Health Visitors Clinics Abbeyview Carnegie Hospitals Queen Margaret, Dunfermline Victoria, Kirkcaldy Forth Park, Kirkcaldy Royal Infirmary of Edinburgh Royal Hospital for Sick Kids Western General, Edinburgh NHS Practitioner Services

3 Clinics and Other Services Clinic Day Time Maternity Services/Antenatal Wednesday 12.00pm Child Health Surveillance Tuesday 10.00am Asthma Clinic by appointment Diabetic Clinic by appointment Minor Surgery/Wart Clinic Held twice a month by appt Dietetic Clinic Tuesday 2.00pm Contraceptive Services by appointment Cardiac Clinic by appointment Smoking Cessation Monday 1-4pm Elderly Clinic Thursday New Patients All newly registered patients will be offered an appointment with the practice nurse who will then do a routine health care examination. Cervical Smears For women between 20 and 60 years of age, these are normally carried out every three years by the practice nurses. Please make an appointment at reception. Please keep these appointments; they are an important part of your health care. Family Planning Services We offer a range of services, including emergency contraception, and appointments can be made in normal surgery hours. Patients Over 75 years If you are aged 75 or over, you should be seen annually either by your doctor, the practice nurse or health visitor. This can be arranged at the surgery or if that is not possible, a home visit can be arranged. Adult Vaccinations & Immunisations Routine vaccinations and travel immunisations may be undertaken by appointment with the practice nurse. Travel Clinic If you are travelling abroad, please make an appointment at least eight weeks in advance. Travel vaccination is not fully covered on the NHS and attracts a charge. We are a yellow fever centre Practice Staff Practice Manager Susane Hogarth is the Practice Manager and is responsible for the administration of the practice. She would be happy to hear your views and suggestions about the service offered by the practice. Reception Staff These are the staff behind the reception desk. They will assist you in making emergency and routine appointments, undertake repeat prescriptions, answer numerous and varied questions and offer help and assistance at all times. It is a legal requirement that confidentiality of patient records is maintained at the highest level by all reception staff. Practice Nurses Julie Allan, Sheila McLuskey and Joan Kane (Nurse Practitioner) Phlebotomist Margaret Bonnar. Our nurses work closely with the doctors. They are highly trained in matters of general nursing and provide clinics for the care of patients with chronic diseases. They have a programme for cervical smears and for the provision of travel advice and vaccinations. They perform health checks on patients over 75 years old and all new patients receive an initial health screening. Appointments are made to see them by contacting the reception staff. District Nurses The District Nursing Sister is an experienced registered nurse holding a diploma in district nursing. She is the person responsible for assessing, planning, implementing and evaluating the domiciliary nursing care. The nursing team comprises of Janet Rennie, Julie Thompson, Nancy Dobbie and Elizabeth Hemmings. The District Nurse can be contacted Monday to Friday by telephoning If the District Nurses are not available, there is an answering machine to take a message.

4 Health Visitor Health Visitors are concerned with the health of the whole community and, their aim is the promotion of health and detection of illhealth. Their duties involve working with the under 5's and visiting families regularly to discuss the health and care of the children and mothers. Our health visitors also visit and advise elderly patients and are able to talk to patients of all age groups about staying well and can help you find the services you need. The Health Visiting Team can be contacted Monday to Friday by telephoning If the Health Visitors are not available, there is an answering machine to take a message. Our team is complemented by Midwives The Community Midwives offer support before, during and after confinement. They are available for consultation at Millhill Surgery on Wednesday afternoons when our Antenatal Clinic is held. Mothers are seen both at the Surgery and by the Obstetrician at Queen Margaret Hospital, Dunfermline for antenatal care. Deliveries are at Forth Park Hospital in Kirkcaldy. Post-natal checks are done by the doctors in the Surgery. Community Psychiatric Nurse (CPN) - To be appointed Diabetic Specialist Nurse Carol Carson Physiotherapist Deanne McKenna CHD Specialist Nurse Anne McEwan Dietician Amy McLuskey Patients are referred to the CPN, Physiotherapist and Dietician by the doctor. Smoking Smoking is expensive and, as well as losing money, you may lose your health or life much earlier than necessary, It is the major cause of lung cancer and very important in causing heart attacks, circulation problems, strokes and stomach ulcers. Help with smoking cessation can be provided on request. We also have a Smoking Cessation Clinic. Exercise Exercise helps protect against heart disease, reduces weight and makes you feel better. If you are unsure whether you are fit enough to do the recommended 20 minutes, 3 times a week brisk exercise, please ask your doctor or nurse for guidance. Diet Being moderately overweight increases the risk of heart disease. The practice nurse or one of the local slimming clubs can help you. A high level of cholesterol in your blood can make you more prone to heart disease - this can be measured and advice given. Blood pressure High blood pressure can in the long term increase the risk of heart attacks and strokes. Reducing blood pressure can reduce these risks. Treatment does not always require tablets. All adults are advised to have their blood pressure checked every five years. If you have not had yours checked recently, please ask the nurse or doctor Non NHS Examinations Medical examinations for special purposes such as preemployment, fitness to travel, elderly drivers, fitness to undertake sports etc, will be provided by special appointment only. There will be a charge for this service. Please ask a receptionist for fee details prior to booking appointment.

5 For our Deaf and Hard of hearing patients we have installed an induction loop system. Some of our staff members are trained in basic sign language. We Care About What You Think Our aim is to give you the best possible service. If you have any useful suggestions or ideas on how we can improve the delivery of our service to you we would be pleased to hear them. Please contact the Practice Manager. Health Promotion Flu Vaccination The aim of this is to protect those who are at risk of complications should they develop influenza. Immunisation of fit children and adults is NOT recommended as a routine. Childhood Immunisations Children's vaccinations take place every Tuesday Morning between 9.30am and 12.30pm (by appointment). These are important for children's health so please ensure they attend the surgery. Baby Clinic Baby Clinic/ hearing test/ development assessments are run by the Health Visitors every Thursday afternoon between 2.00pm and 4.00pm. Child Health Surveillance Clinics Children Up to 4 years can be registered with the practice to have health checks at 6-8 weeks, 8-10 months and three and a half years. Alcohol The Government Health Advisors recommend that men do not exceed 21 and women 14 units of alcohol each week. A unit is a single spirit, a glass of wine or half a pint of beer. Chiropodist State Registered Chiropodists are based at Carnegie Clinic who provide podiatry care for our elderly patients, children and expectant mothers. Patients are referred by the doctor. Clinical Psychologist Dr Francis Baty. Patients are referred by the doctor. Languages other than English spoken by GP and staff French Basic Sign Language. Surgery Hours The Surgery is open from: 08.30am to 6.00pm Monday to Friday. Consulting Hours. Morning Surgery: 08.30am to 1.00pm Monday to Friday. Afternoon Surgery: 2.00pm to 5.40pm Monday to Friday. All consultations are by appointment except for emergencies, which will take priority. If it is an emergency please advise the receptionist accordingly. We will try to offer an appointment on the day you request, but it may be necessary to wait a day or so for a specific doctor. If you are unable to keep your appointment, please cancel as soon as possible so that it may be offered to someone else. Car parking space is available at Millhill Surgery and there is suitable access for disabled patients.

6 Appointments Appointments may be made by telephoning the surgery or by calling at the surgery. Appointments can be made on the same day for urgent conditions. Routine appointments may be made well in advance (maximum one month) which will enable us to offer you an appointment at a time more suitable to your requirements. If you cannot keep an appointment, please inform us as soon as possible as this will assist in over subscribed situations. The receptionist will ask which doctor you wish to see - it is helpful, wherever possible, to keep seeing the same doctor for each episode of illness. It may be that the doctor of your choice cannot see you for a day or two at the time of your choice and you might like to see another doctor. Home Visits (Emergency Only) If a patient is medically unfit to come or be brought to the surgery a request for a home visit should be made. All requests will be put through to a doctor. It is helpful if this visit is requested before 10.00am. Emergency calls will be accepted after that time. Please remember that several patients can be seen at the surgery in the time that it takes to do one home visit. Out of Hours Service Patients requiring Out of Hours Service should always telephone Millhill Surgery where an answering machine will give details of the emergency out of hours centre. Home visiting will still be available for people who are genuinely housebound or seriously ill, but otherwise you will be expected to attend the centre after telephoning. sure of your data is a necessary part of our provision of healthcare services. Sometimes, we may participate in studies that are designed to improve the way services are provided to you or to check that our performance meets required standards and benchmarks. Whenever we take part in activities such as these we will ensure that as far as possible any details that may identify you are not disclosed. Where you need a service jointly provided with a local authority we will seek your permission before giving them your details. Sometimes we are required by law to pass on information e.g. the notification of births and deaths and certain diseases or crimes to the government is a legal requirement. Our use of your personal health information is covered by a duty of confidentially, and is regulated by the Data Protection Act. The Data Protection Act gives you a number of rights in relations to how your personal information is used, including a right to access the information we hold about you. Everyone working for the NHS has a legal duty to keep information about your confidential and adheres to a Code of Practice on Protecting Patient confidentiality. Further information on this can be found at Anyone who receives information from us is also under a legal duty to keep it confidential. If you have any queries or concerns on how we use your personal health information or would like to access your information, please contact our Practice Manager. Computers The practice uses computers for clinical as well as registration details. We are fully registered under the Data Protection Act; all records held by us are confidential and we comply with the 8 principles.

7 Complaints Procedure We always try to give you the best service possible at Millhill Surgery, but there may be times when you feel this has not happened. We have a practice Complaints Procedure and we hope you will use it to allow us to look into and, if necessary, put right any problems you may have identified or mistakes that have been made. Our practice procedure is not able to deal with questions of legal liability or compensation, nor does it affect your right to complain to the Ombudsman. 4 Melville Street Edinburgh EH3 7NS. If you so wish. If you wish to make a complaint please telephone or write to our practice manager, Susane Hogarth, and she will take full details of your complaint and decide how best to undertake the investigation. Your personal health information To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment e.g. GP, Health Visitor, Practice Nurse. This information may be stored on paper or electronically on computer files by practice staff. We sometimes disclose some of your personal health information with other organisations involved in your care. For example, when your GP refers you to a specialist at the hospital we will send relevant details about you in the referral letter and receive information about you from them. Our practice also participates in regional and national programmes such as the cervical cytology screening service and you name and address, date of birth and health number will be given to them in order to send an invitation to you. We need to use some of your personal health information for administrative purposes. In order to receive payment for services provided to you, we have to disclose basic details about you to the NHS Board responsible for this area and to the Common Services Agency public funds, and we are authorised to check that payments are being properly made. We are required to co-operate with these checks and the disclo- Repeat Prescriptions Patients on regular treatment will be issued with a computerised Repeat Prescription Slip and items will be reviewed by the doctor periodically. Requests should be made 48 hours in advance of collection either by posting or handing in your slip to the surgery. If you wish the prescription to be posted to you a stamped addressed envelope will be required. If you wish to telephone your request, please do so between 11.00am and 4.00pm Monday to Friday. Telephone requests can not be taken out with these hours. Prescriptions may not be collected by children or unauthorised persons. Test Results If you have had a test arranged by the surgery, blood test, x-ray, smear etc. the doctor or nurse will tell you when the results will be available. You may telephone the surgery for the result of the tests in the afternoon. The doctor will leave word if s\he needs to speak to you about the results. Information Access to Health Records. You can ask to see the records we have made about your health, and if you wish, receive a copy of your health records unless the holder believes that doing so could cause serious harm to your physical or mental health or that of any other person. Application must be made in writing. A fee may be charged when the record has not been added to in the 40 days prior to application being made. For entries made less than 40 days before application no charge will be made except for photocopying and postage. Changing your GP Should you wish to change your GP you can simply go to the new doctor you choose and ask to be registered.

8 Patients Rights and Responsibilities All members of the surgery Primary care team are dedicated to a quality policy to achieve health services which meet the patient s requirements. In particular: Patients have a right to be treated courteously Patients have a right to absolute confidentiality Doctors and Nurses will begin surgeries at appointed times: any delay will be due to medical necessity where there is a delay in excess of 20 minutes, patients have a right to be informed and to make an alternative appointment Patients have the right to information about their own health, particularly: the illness and its treatment alternative forms of treatment likely outcome of this illness A GP will be available to give you telephone advice from 8am and to discuss whether a surgery appointment or a home visit is required. The Practice will offer advice and seek to inform patients of: steps they can take to promote good health and to avoid illness, e.g. smoking, exercise, etc; and advice of self-help which can be undertaken without reference to a nurse, health visitor or doctor in the case of minor ailments. The Practice will inform patients of services available by means of its brochure Patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this causes delay to booked appointments All new patients will be offered an appointment with the Practice Nurse for a health check Patients shall be referred to a consultant acceptable to them, if at all possible, when their GP thinks it necessary A written reply will be given to a written complaint within 7 working days Repeat prescriptions will be available 48 hours following their request With these rights come responsibilities, and for patients this means: Courtesy to the staff at all times remember they are working under doctor s orders To attend appointments on time or to give the practice adequate notice that they wish to cancel Lateness or non-attendance inconveniences other patients and wastes appointment time An appointment is for one person only where another member of the family needs to be seen or discussed, an additional appointment should be made and the patient s notes will be available Patients should make every effort to consult at the surgery to make best use of nursing and medical time home visits should be medically justifiable and not requested for social convenience When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow accurate prescribing Out-of-hours calls (e.g. evening/night/weekends) should only be requested if they are felt truly necessary Please Help Us To Help You By giving us any relevant information e.g. by giving us notice if you change your address or telephone number and informing us if you cannot attend your appointment. Removal from Medical List A Practice can remove a patient from their medical list. Reasons for this can be misusing services, abusive and violent actions. A letter of warning will be sent under the situation warrants Police intervention. A written notice of removal will be sent to the patient to Fife Health Board giving details of the patient and the reason that the practice wishes to have the patient removed from their list.