WATERLOO HEALTH CENTRE. A Guide to our Services. 5 Lower Marsh, London SE1 7RJ Telephone: Fax:

Transcription

1 WATERLOO HEALTH CENTRE A Guide to our Services 5 Lower Marsh, London SE1 7RJ Telephone: Fax: lam-pct.waterloohcreception@nhs.net Website: *Full disabled access available

2 Welcome This leaflet tells you about our services, how to access them and provides some general information about how our practice operates. Map of Practice Catchment Area The Team Our Doctors and their Special Interests & Skills Dr Jane Beckley (Female) MBBS (Lond 79) DCH DRCOG MRCGP DFFP. (Gynaecology, Paediatrics, Joint Injections, IUCD Fittings, Breast Disease) Dr Deborah Maynard (Female) MA MB Bchir (Cambs 89) DRCOG DFFP (Obstetrics) Dr Mark Smith (Male) MRCGP DRCOG MBBS Men s Health, Drug & Alcohol Misuse Dr Katy Morris( female) MBChB (Man 98) MRCGP DFFP DRCOG (IUCD Fittings & Implants, Paediatrics, Gynaecology) Dr George Verghese (Male) BSc MBBS (Lond) MRCGP DRCOG Diabetes Dr Lucie Berthoud (Female) MRCGP DRGOG Nursing Team Michele Olphonce Helena O Donnell Claire Goldie Debbie O Connor Nurse Team Leader Practice Nurse Health Care Assistant Health Care Assistant Practice Manager: Elaine Richmond Assistant Practice Manager: Sonia Sinclair Medical Secretary: Eileen Marriner Patient Services Supervisor: Sasha Tonks Reception/Administrators Julie Barham Receptionist Heather Dunne Receptionist Sara Farrell Receptionist Sue McKone Receptionist/Admin Assistant June Mah Reception/Admin Assistant Our Boundary is everything in between Embankment, Upper Thames Street Borough High Street, Kennington Park Road (up to Harley Ford Street) Kennington Oval, Anything outside of this area is not in our Boundary

3 Welcome This How leaflet You tells Can you Help about Us our services, how to access them and provides some general be on time information for your about appointment how our practice operates. tell us if you need to cancel preferably 24 hours in advance The Team Our Doctors ensure and we their have Special your correct Interests contact & Skills details Dr Jane call Beckley for any (Female) home visits MBBS before (Lond 79) 11am DCH DRCOG MRCGP DFFP. (Gynaecology, Paediatrics, Joint Injections, IUCD Fittings, Breast Disease) call for your test results at the time stipulated by your GP/Nurse Dr Deborah Maynard (Female) MA MB Bchir (Cambs 89) DRCOG DFFP (Obstetrics) Dr Mark Smith (Male) MRCGP DRCOG MBBS Men s Practice Health, Catchment Drug & Alcohol Area Misuse Dr Katy Morris( female) MBChB (Man 98) MRCGP DFFP DRCOG (IUCD See Fittings map overleaf. & Implants, Paediatrics, Gynaecology) Dr George Verghese (Male) BSc MBBS (Lond) MRCGP DRCOG Diabetes Dr Lucie Berthoud (Female) MRCGP DRGOG The team is further complemented by our allied health professional We offer a wide range of general practice services and run specialist services for pregnant women, diabetics, asthmatics, minor surgery and child health clinics. We actively encourage those with long term health conditions to attend the practice for regular reviews. How to Register If you live in our catchment area (see map included in this leaflet) and would like to register with us, please complete our registration form which is available from reception or you may download it from our website at: We recommend that all new patients book in with our Health Care Assistant for a routine health check. Surgery Opening Hours Nursing Team Michele Olphonce Helena O Donnell Claire Goldie Debbie O Connor Nurse Team Leader Practice Nurse Health Care Assistant Health Care Assistant Mondays Tuesdays Wednesdays Thursdays Fridays 8.00am to 6.30pm 8.00am to 6.30pm 8.00am to 8.15pm 8.00am to 6.30pm 8.00am to 6.30pm Practice Manager: Elaine Richmond Assistant Practice Manager: Sonia Sinclair Medical Secretary: Eileen Marriner Appointments: Available mornings & afternoons Contact Reception for details Patient Services Supervisor: Sasha Tonks Reception/Administrators Julie Barham Receptionist Heather Dunne Receptionist Sara Farrell Receptionist Sue McKone Receptionist/Admin Assistant June Mah Reception/Admin Assistant We are a Group Practice and you are able to see any of the GPs on our Team.

4 Non-Clinical Team Our Practice Manager is Elaine Richmond. Her role is the overall responsibility for all administrative and financial aspects within the practice and to ensure the smooth running of the surgery. If you need to contact her she will be able to assist with complaints, queries or suggestions. You can do this via the website feedback page or by contacting the surgery. The Practice Manager is also responsible for the Administrative Team. Reception Team We have a team of experienced receptionists. When telephoning for medical attention the receptionist may ask for a few details. They have been trained to make these enquiries, so that you can be helped in the most appropriate way. They are here to help our patients and their job is often a very busy one. To help them to help you, please be patient and remember a smile and a thank you are always appreciated.. Patient Focus Group This is an opportunity for you to share your views on the services we offer and how we might improve those services. A number of patients meet twice a year with one of the doctors, Practice Manager, Reception and administration staff at a local venue. If you wish to participate in any of our Patient Focus Meetings, please let our reception staff know so that we may add your details to our mailing list. Details of the meetings are always displayed in the reception area, in our newsletters, and on our website. In the meantime, if you have any comments on our services, please use our Suggestions Box at Reception. Comments, Suggestions & Complaints If you have any comments and suggestions about any aspect of the practice please let our reception staff or Practice Manager know. You may leave your suggestions in the Suggestions Box at reception. We have a practice-based complaints procedure; an information leaflet is available at Reception. Should you feel the need to complain about our service please write to the Practice Manager. Patients who have a comment or complaint about a GP, which cannot be resolved locally with the practice manager, can contact NHS England using the details below. NHS England Tel: POBox england.contactus@nhs.net Redditch B97 9PT Policy on Unacceptable Behaviour We have a policy that no member of the practice team will discriminate on the grounds of gender, ethnic origin, disability, religious beliefs or sexual orientation. We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. The practice will take appropriate action against any person who is threatening, abusive or offensive whilst on the surgery premises. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

5 Training Waterloo Health Centre is a training practice. This means hospital doctors wanting to enter general practice spend 12 months with us in order to gain the experience they need to become family doctors. As a training practice, your medical records may be used for educational purposes and services, in this case you will be asked to sign a patient consent form. Your Local PCO Your local Primary Care Organisation is CCG Lambeth, located at 1 Lower Marsh London SE1 7NT Tel They are responsible for ensuring you get all the services you need locally. For details of all primary care services in the Lambeth area, look at the NHS Lambeth Guide to Primary Care Services at: Communicating with Our Patients The practice communicates with our patients by: Producing a quarterly newsletter available in the surgery and on our website Displaying posters in the waiting room Providing a Suggestions Box at reception for your comments Updating our website with important information Targeting our patients with chronic diseases and inviting them in for reviews by letter and telephone. Providing advice and guidance on our telephone answer-machine when the surgery is closed. Meeting bi-annually with our Patient Focus Group. Our Health Care Assistants In addition to the blood test clinic our Health Care Assistants can see patients for: urine dipstick checks new patient health checks blood pressure checks smoking cessation blood sugar tests pregnancy tests peak flow measurements pre-diabetic clinic checks vascular disease checks weight monitoring Services provided by our Nursing Team Our Nurses provide a comprehensive range of services including the following: * Diabetes checks * Asthma and COPD checks * Cervical smears & Sexual Health Screening * Contraception and family planning advice * Emergency contraception * Dressings and removal of stitches * Ear syringing * Health advice eg diet, menopause etc * Smoking cessation * Immunisations * Travel Vaccinations and routine travel health advice. Please note that we are a registered Yellow Fever Centre. Some immunisations are not available on the NHS. Please check at reception. Blood Testing Clinic Our Health Care Assistant runs this clinic which takes place Monday to Friday between 8.30am and 2.30 pm.

6 Our Clinics Contraception, Family Planning & Sexual Health We offer a full range of services including planning your pregnancy, contraception, emergency contraception (up to 72 hours after unprotected sexual intercourse), cervical smears, advice on safer sex and sexually transmitted infections. We also provide counselling and referral for termination of pregnancy. You may make a routine appointment with the doctor for this service. Young people under 16 are guaranteed a confidential service. Maternity Care Care during pregnancy is provided in the practice ante-natal clinic by our GPs in conjunction with Guy s and St Thomas Hospital. Please make an appointment to see the doctor six weeks after the birth of your baby for a postnatal check. Child Health Clinic The doctors, health visitor and practice nurse hold a clinic on Thursdays pm for weighing, immunisations, development checks. You can talk to the health visitor or doctor about the progress and health of your child. Health Visitor The Health Visitor provides advice on all aspects of family health and child development. You can contact her on If she is busy you can leave a message and she will return your call. Minor Surgery/Cryotherapy Various doctors perform minor surgery procedures. Discuss with your own doctor. Confidentiality and Access to your Medical Records All doctors and staff adhere to the practice s strict confidentiality protocol. We will not disclose personal information with anybody without your written permission. Also the practice complies with the Data Protection Act A leaflet about gaining access to your medical records is available at reception. Information Sharing The practice complies with Data Protection and Access to Medical records legislation. Identifiable information about you will be shared with others in the following circumstances: *To provide further medical treatment for you e.g. from district nurses and hospital services. *To help you get other services e.g. from the social work department. This requires your consent. *When we have a duty to others e.g. in child protection cases. Anonymised patient information will also be used at local and national level to help the local Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know. NHS computerised Patient Information System- Patient SUMMARY CARE RECORDS The Summary Care Record is meant to help emergency doctors, ambulance crews etc access your personal computerised medical information where appropriate in order to provide you with treatment. PLEASE NOTE THAT YOU HAVE A CHOICE REGARDING WHETHER OR NOT YOU WISH TO HAVE YOUR MEDICAL INFORMATION ELECTRONICALLY UPLOADED TO THE NATIONAL SYSTEM. Unless you formally opt-out of the scheme it will be assumed that you give consent for your medical information to be uploaded electronically to the national system. OPT-OUT FORMS are available from our reception staff together with information leaflets on the Summary Care Records System.

7 Obtaining Your Test Results We ask that patients either telephone the surgery for their test results or make an appointment to discuss test results with their GP. If you would like to ring about blood tests, smear or x-ray results, please if possible call between 11.30am and 1 pm. Allow at least 7 working days from the day of the test for blood results, 7 working days for x-rays and approximately 6 weeks for smear results. Hospital and Specialist Care If your GP believes you would benefit from hospital treatment or care they will ask you where you wish to go for your treatment. It may be possible to book your hospital appointment electronically while you wait. Resources for Carers and Older Persons The Practice has produced a leaflet providing information on services available for carers and older persons. If you would like a copy please ask our reception staff. Patients with Particular Needs Continuity of Care Although you are free to see any doctor in the practice, we ask that whenever possible, when booking your appointments you try to see one doctor. This will enable the doctor to get to know you and so be better able to help you. Reviewing Patients with Long-term Health problems If you have a long-term health problem such as diabetes, asthma, heart disease, high blood pressure etc, we recommend that you see the nurse for regular reviews. If we haven t seen you for some time and you have a long-term health problem we may write to you inviting you in for a review so that your condition can be properly monitored and managed effectively. Appointment Reminder Service The practice operates an electronic text reminder system. This means that you will receive a reminder of your appointment via text message to your mobile phone one working day prior to your booked appointment with the doctor or nurse. Telephone Advice The doctor or nurse can give advice on the telephone. The receptionist will take your number or advise you of the best times to ring back. Accessibility: The practice is accessible for wheelchair bound patients Interpreters: We can arrange for an interpreter in person or by phone -Please let us know if you need this service when booking your appointment. Home Visits If possible, please request home visits before 11am so that the doctors can plan their rounds. Please only ask to be visited at home if you are too ill to attend the surgery. Chaperones: Tell us if you wish someone to accompany you during your examination.

8 Other Local NHS Services Other Practice Based Services As well as our practice there are other local services you can contact for information, advice or treatment. You can contact: Out of Hours For urgent advice and treatment when the surgery is closed call SELDOC on An operator will take your details and a duty doctor will call you back. Counsellor, Psychologist, Substance Misuse Worker Chiropodist, Health Trainer, Dietician Please make an appointment with the doctor if you would like to discuss referral the Counsellor, Psychologist or Chiropodist. You can self-refer to the Dietician and Health Trainer - ask at reception for details. NHS Direct: or visit Soho NHS Walk-in Centre: Soho Centre for Health & Care 1 Frith Street (off Soho Square) London W1D 3QS.This is a nurse led Walk-in Centre for treatment of minor illnesses and injuries. Tel: Accident & Emergency/999 Lambeth Minor Ailments Scheme If you or someone you know experiences severe chest pain, loss of blood, broken bones etc, attend Accident & Emergency or call 999. Your local A & E Department is based at St Thomas Hospital, Lambeth Palace Road, London SE1 7EH Telephone The scheme is for patients with minor ailments only who can see a participating pharmacist for advice and possibly treatment instead of seeing the GP. Not all local pharmacies can provide this service so please see our reception team for further details about the scheme and for a list of participating Pharmacists. This means you can get prescriptions for Paracetamol and other medicines without first seeing the doctor or nurse. Booking Your Appointment Improving Access From 18th March we will be introducing an innovative new system. The walk in service will be replaced with simple telephone access to your GP. Please ask at reception for more details or go to and look under News Non NHS Services Certain services provided by your doctor are not covered by the NHS and you may be asked to pay a fee. These include: Pre-employment medicals Private medicals Insurance claims Fitness to drive medicals Sickness Certificate for less than 7 days Repeat Prescriptions To request a repeat prescription please post, fax, or hand in your computer prescription counterfoil, ticking the medication you require. We are unable to take repeat prescription requests over the telephone. You may also request your repeat medications on-line via our website at: Further information on using our on-line services can be provided by our reception staff. Please allow two working days between requesting and collecting repeat prescriptions. Prescriptions can be collected during surgery opening hours, Monday to Friday. If you send a stamped self-addressed envelope we will post it to you. Pharmacists Open Extended Hours Many pharmacists operate extended hours on a rota basis-call NHS Direct for details on