Registration The Health Centre catchment area covers most of inner London including all the Halls of Residence. PRACTICE LEAFLET Practice Catchment Area King s College NHS Health Centre WWW.KINGSCOLLEGENHSHEALTHCENTRE.COM 3RD FLOOR MACADAM BUILDING Boundary of practice catchment area Partnership Agencies NHS Central London Clinical Commissioning Group 15 Marylebone Road London NW1 5JD 020 3350 4321 www.centrallondonccg.nhs.uk SURREY STREET LONDON WC2R 2NS TEL: 020 7848 2613 FAX: 020 7848 2754 kingscollegehc@nhs.net King s College London The Strand London WC2R 2LS 020 7848 1000 www.kcl.ac.uk www.kingscollegenhshealthcentre.com @KCLHealthCentre facebook.com/kclhealthcentre
Location 3rd Floor Macadam Building (K). Complaints, Comments or suggestions The Health Centre is committed to providing high quality healthcare and services to patients. If you have a complaint, compliment or suggestion about the service you have received from the Health Centre, please let us know. We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria. You can download the making a complaint leaflet from our website or request a copy from reception. Please let us know if you are unhappy or have a suggestion about how we can do things better. All complaints are treated in the strictest confidence. Making a complaint will not affect your treatment or care. Options to raise a complaint Speak to the Centre Manager, an appointment can be arranged via reception. If you prefer you can contact the Complaints Department at NHS England: NHS England PO Box 16738 Redditch B97 9PT Tel: 0300 311 22 33 Email: england.contactus@nhs.net If you are not satisfied with the way we have dealt with your complaint you can contact: Health Service Ombudsman Tel:0345 015 4033 Website: www.ombudsman.org.uk. 2 21
Give at least 24 hours notice if you are cancelling an appointment. Only ask for a home visit if you are too ill to visit the Health Centre. Read the practice booklet or our website as they contain important information. Let us know if you feel there are things you want to see improved or changed in the Centre. Be aware of patient confidentiality and arrange your own appointments. Patient Participation Group and Virtual Forum You can also join our Patient Participation Group (PPG) that meets every 3 months to give feedback and suggestions to the Health Centre. Further information on this is on our website. www.kingscollegenhshealthcentre.com Virtual Forum You can also leave feedback on our virtual forum via www.kinship.kcl.ac.uk King s Smartphone App You can download the King s App by scanning the QR code on the front of this leaflet for the Health Centre s basic information You can follow us on twitter! @KCLHealthCentre You can like our Facebook Page! Health Centre Details King's College NHS Health Centre was established in 2001 and is a PMS (personal medical services) practice. Our team includes doctors, nurses, and other health workers. We offer health care for students and staff of King's College London. Our aim is to provide an accessible confidential service which works with you to meet your health needs as every patient deserves our personal best. The Health Centre is situated in the Macadam Building of the Strand Campus. The nearest tube stations are Temple, Embankment, Waterloo, Holborn and Charing Cross. Our premises are fully accessible to wheelchair users and patients with restricted mobility. Central London Clinical Commissioning Group King s College NHS Health Centre is a member of the NHS Central London Commissioning Group (CCG). The CCG consists of 36 GP practices in Westminster whose aim is to deliver excellence in general practice and achieve high quality service for patients. facebook.com/kclhealthcentre 20 3
Team Members Senior GP Partner Dr Derek Chase MA MB BChir FRCGP DRCOG GP Partner Dr Mona Vaidya MBBS DFSRH MRCGP DRCOG Nurse Partner and Centre Manager Ms Denise Johnson RGN RSCN Adv FP Cert, Asth Dip. Medical Team Dr Claire McMullen MBBS FRACGP (MRCGP equiv) Dr David Spiro MA MB BChir DRCOG MRCGP Dr Rosie Wynne Simmons MBChB DRCOG MRCGP Nursing Team Ms Jill Astle-Fletcher- Clinical Lead Nurse, RN, RM, ONC, Counselling Dip, Practice Nursing Dip, Family Planning, IUCD & Nexplanon RCN accreditation. Ms Natalia Barrett-Bowen BN, RGN, Family Planning Dip. Ms Laura Welch RN BSc(Hons) Teaching & Assessing (ENB 997) NARTC Asth Dip. Family Planning (ENB 901) Ms Deborah Wood RGN, Practice Nursing Dip, Family Planning Dip, ITEC Dip. Ms Catherine Malthouse RN, Family Planning (ENB 901), Nexplanon RCN, Minor Surgery cert Health Care Assistant Ms Titta-Maria Laattala & Ms Janet Cater Admin Team Mr Declan Stow Deputy Practice Manager Mr Laurence Collins Reception Manager Ms Shalini Gova Receptionist/Admin Assistant Ms Janet Cater Receptionist/Admin Assistant Ms Jacintha Faugas Receptionist/Admin Assistant Mrs Elaine Shotbolt Receptionist/Admin Assistant Improving Access to Psychological Therapies (IAPT) Team Mr Russell Branbrook & Ms Sophie September Osteopath Dr Jovan Djurovic MD.FLCOM. Member General Osteopathic Council. Have routine appointments with the medical staff available within five working days. Offer you a health check when you first come to register at the Health Centre Have a nurse available for telephone advice between 09:00 and 11:00 Monday to Friday. Offer advice to promote health, for example stop smoking, exercise, diet and self-help for minor ailments. Have repeat prescriptions ready to collect within two working days. Arrange a home visit if you are too ill to attend the Centre. In return we expect you to: Treat the staff with courtesy and respect at all times. (Any patient acting violently towards staff and/or other patients will necessitate us to call the police and your name will be removed from the Centre list of patients) Attend appointments on time. (You will be asked to rebook if you are 10 minutes or more late for your appointment). Make every effort to attend the Health Centre when you have an appointment to make the best use of medical and nursing time. Please note our Policy for lateness and missed appointments. Tell us directly if you change your name, address or telephone number by emailing, calling of coming to the Health Centre. Tell us all the details of your past illnesses, medications, hospital admissions and any other relevant information. Make an appointment for one person only. 'One patient - one appointment'. Be considerate to other patients by being aware appointments are generally 10 minutes long unless a double appointment is requested. Not abuse the emergency appointment system. Only emergency medical conditions can be seen in emergency appointments. 4 19
Patients Charter We agree to: Greet you courteously and treat you with respect at all times. The Health Centre has a policy of non-discrimination regardless of age, race, ethnicity, religion, sexual orientation, gender identity or disability. The Practice believes in fairness and equality and above all, values diversity in all our work as a provider of health services. Make every effort to see you promptly. Our aim is an average delay of 20 minutes from the time of a booked appointment. Respect your confidentiality. Everyone working for the NHS has a legal duty to keep information about you confidential, except for very rare circumstances prescribed by law. Your medical records, both written and computerised, are kept secure and access restricted to practice staff. We only use or pass any information about you to other health professionals involved directly with your care or with your expressed permission. Anyone who receives information from us is also under a legal duty to keep it confidential. Requests for copies of your medical records or other information about you will only be released to third parties, not involved in your medical care, with your explicit consent, except when not doing so would be deemed to put you or other members of the general public at risk. Give you access to your medical records subject to any limitations in the law, and keep your computerised medical records under the terms of the Data Protection Act. Inform you of our services, using the practice website, booklet, posters, leaflets, facebook and twitter. See you the same day if you have an emergency medical problem. Allow you to decide whether to take part in research/training Opening Times Reception is open and available on the face to face from 8:30am. Our telephone number is a 24 hour service. 08:30-18:30 Monday to Friday (term-time) 08:30-20:30 Tuesdays and Thursdays (term- time & booked only) Clinic Times Monday to Friday 09:00-10:00 Nurses appointments 11:00-13:30 Sit and Wait clinic 11:30-14:00 Doctors appointments 15:00-18:00 Doctors and Nurses appointments Late Evening Clinics Tuesdays and Thursdays term-time only 18:00-20:00 Doctors appointments 18:30-20:00 Nurses appointments 18 5
How to see/contact nurses and doctors Registration The Health Centre catchment area covers all of Inner London including all the Halls of Residence. All new patients are invited to book an appointment with the nurse for a simple health assessment to offer health promotion advice and update any routine vaccinations. Further appointments for health promotion advice can be made if required. Pre-booked appointments Telephone or come into reception to make appointments. These are booked at 10 minute intervals. GP appointments can be booked online. For information on online booking see our website or ask at reception. Preference of practitioner Patients can express a preference by asking to see a named doctor or nurse when booking their appointment or when giving their name in the Sit and Wait clinic. Emergency appointments may not always be with the doctor or nurse of your choice. Same day appointments If you need to be seen on the same day call between 09:00-11:00 and speak to a nurse who will advise you and arrange for assessment and treatment as needed. Access to medical records The Centre follows a procedure as set out in the Data Protection Act 1998 which gives patients, or their authorised representative, the right to apply for access to their health records and/or to obtain copies. To access your medical records you need to make a request in writing to the Centre Manager. You will be contacted within a week to arrange an appointment to view your records. Please be aware there is a charge if you require copies. Policy for Lateness and missed appointments This Health Centre operates a failed to attend policy for all patients that miss their appointments. If a patient fails to attend two appointments a warning letter will be sent to the patient. If a patient misses more than three appointments within one year they will be removed from our practice list for one academic year after which they can re-register if they wish. As part of our aim to reduce patient waiting time we operate a lateness policy. Every patient is given an allocated time of 10 minutes with the nurses or doctors. If you are more than 10 minutes late for your appointment the nurses or doctors will ask you to rebook as they will be seeing their next patient. To ensure that all clinics run to time please arrive at your allocated appointment time. 6 17
Other Important information NHS walk-in centres The nearest to the Health Centre is Soho Walkin Centre, 1 Frith Street, London W1D 3HZ Tel: 020 7534 6500 Information about other walk-in centres can be obtained from NHS Direct on 0845 46 47 or from: www.nhs.uk Emergency Medical Treatment whilst abroad If you are a UK resident you are entitled to any medical treatment which becomes necessary, free or at a reduced cost, when temporarily visiting a European Union (EU) country, Iceland, Liechtenstein, Norway or Switzerland. Only treatment provided under the state scheme is covered. However to obtain treatment you will need to have a European Health Insurance Card (EHIC) with you. You can obtain these, free of charge, from post offices, from www.dh.gov.uk or www.ehic.org.uk. Please note: not all UK residents are covered in Denmark, Iceland, Liechtenstein, Norway or Switzerland. It is advised that you take out additional medical insurance when traveling especially to non-eu countries Contacting You From time to time the Health Centre may contact you by email or text. Please let us know if you do not want any of these forms of contact or we will assume that we can contact you in this way. Emergencies (24 Hour access) In an emergency call the Centre on 020 7848 2613. Only dial 999 if the emergency requires an ambulance. Advice and visits when the Centre is closed Telephone 020 7848 2613 and your call will be diverted to speak to a clinician. Please be ready to give your name, address and telephone number and state that you are a patient at King s College NHS Health Centre and explain the problem clearly. The clinician may give you advice and/or arrange for a prescription, ask you to attend an urgent care centre or, if appropriate, arrange a GP to visit you at home. You can also obtain advice and information from www.nhs.uk Home visits These are available only for patients unable to attend the Centre for medical reasons. Please try to come to the Centre whenever possible as the facilities here are better for examination and treatment. Where needed a request for a visit should be made as early in the day as possible. 16 7
Services Advice and Results Line If you would like to speak to a nurse for advice or get your results by telephone please call between 09:00-11:00 and leave your name for the nurse to call you. Please note the return call will be from a unidentifiable number. The nurses will advise you on most things and can get advice from or ask a GP to call you if needed. You can also attend the Sit and Wait clinic or make an appointment to see a nurse or a doctor for results. Asthma If you are having any problems with your asthma you can attend the Sit & Wait Clinic or speak to Nurse Laura or Nurse Jill who have a special interest in asthma. Blood tests This service is run for the purpose of taking blood from patients as requested by your doctor or nurse. You can attend the Sit & Wait Clinic or arrange an appointment with a Health Care Assistant or a Nurse. To obtain results please call in between 9am 11am. Diabetes This service helps patients with diabetes manage their blood sugar, monitor their diet carefully and manage regular treatments such as injections and tablets. You can book an appointment with your Doctor, Nurse Jill, Nurse Laura or contact reception for more information. You can phone the Student Advisers on the number given below to book an appointment. For brief enquiries, clients may wish to attend the drop-in sessions, these are usually held daily on one of the campuses - please check the webpage www.kcl.ac.uk/advice for details. Contact details Strand Campus 3rd floor Macadam Building. Tel: 020 7848 2530 Guy's Campus Ground floor Henriette Raphael Building. Tel 020 7848 6860 Waterloo Campus Ground Floor, Waterloo Bridge Wing, Franklin Wilkins Building. Tel: 020 7848 4028/4026 Alternatively you can email advice@kcl.ac.uk Travel Service Immunisations and travel health advice are available by appointment. Please consult the nurse as soon as you know when you will be travelling (ideally at least 4-6 weeks before travel). Have a look at our website information and fill in a pre-travel questionnaire prior to booking your appointment. It is essential to bring with you any previous vaccination information you have. Some vaccinations take time to become effective and require a course of treatment. Please note that some vaccinations are not 8 15
Sit and Wait Clinic There is a nurse Sit and Wait clinic Monday to Friday 11:00-13:30. You can be seen for a new patient check, be assessed for an urgent doctor appointment, for blood tests, repeat contraception (if no problems) and for other minor consults such as suture removal. The Sit and Wait clinic is not for ongoing problems for which the doctor has already seen you or for travel vaccinations. If unsure, please phone the nurse between 09:00-11:00 and they will advise you. Smoking Cessation A one to one session with nurse Laura is offered once a week up to 4 weeks and follow up till 12 weeks. Nicotine replacement therapy (NRT) can be prescribed for those who would like to use it. Sport Injury Clinic Dr Jovan Djurovic is a Sports Injury Specialist. Please see your Doctor for a referral to the clinic. Student Advice The College Student Advisers work from the main campuses including the Strand, Waterloo and Guy's. The Student & Advice Service provides a free, confidential advice and information service. In particular advice can be given on grants and loans, managing finances, welfare benefits, housing rights, issues affecting international students, immigration legal issues and other practical matters. Forms & Certificates / Sickness Certificates The nurses or doctors can issue Exam/College certificates. If the certificate relates to an ongoing problem which you have already seen the GP about, please book an appointment with the same clinician. Work certificates are issued if you are unwell for over 7 days and you will need to see a GP for these. If you are off work or college between 3-7 days you need to fill in a SC2 (self-certificate) form, available from reception or download one from www.hmrc.gov.uk/forms/sc2.pdf or the Health Centre website. If you have other forms that need completing please see our website or ask reception for more information. Immunisations It is very important for students under age 25 to have had 2 doses of Measles, Mumps, Rubella (MMR). It is also strongly recommended to have had the Meningitis C Vaccine. It is better if this is done before coming to College, but can also be done at the Health Centre. Interpreters Interpreters, including for British sign language, are available by arrangement with Reception. Please inform us in advance in order for us to make arrangements. French, Hindi, Finnish, Swedish and Gujarati are spoken by staff members of the Health Centre. 14 9
Mental Health Services Self Help Books - There is an accessible library at the King's College Health Centre. The Dean Street Sexual Health Team run a Sexual Health Clinic at the surgery during term time: Improving Access to Psychological Therapies (IAPT) Service - The treatment is tailored to the individuals needs and is delivered in various ways. Please see a GP or Nurse for a referral or for further information. 10:20-13:40 10:20-13:40 Monday Dean Street Team (by appointment only) Friday Dean Street Team (by appointment only) KCL Counselling - The King's College Student Counselling team works on the main campuses including the Strand, Guy's, Waterloo and Denmark Hill. Its aim is to enable students to make the most of opportunities offered at the College by helping them cope with any problems or difficulties that may arise of a personal or emotional nature. All consultations are entirely confidential. You may refer yourself by coming to the Health Centre and completing a counselling assessment form. Forms can also be obtained via the website http://www.kingscollegenhshealthcentre.com/ index.php?p=1_4_services#mental%20health When you have handed in your form the Head of Student Services will contact you to offer you an appointment. For enquiries please contact: 020 7848 1731. See reception for appointments. Women's Health Contraception & Sexual Health - The Practice Nurses are able to advise on all aspects of reproductive and sexual health including birth control. All contraceptive and barrier methods including condoms and dams are available free of charge. Cervical Smears - The Practice Nurses are also able to perform cervical smears and recommend that all women over the age of 25 who have been sexually active have a cervical smear every 3 years. If you are unsure as to whether you should have a cervical smear our nurses will be able to advise you accordingly. 10 13
Medication should be requested at least 48 hours in advance (5 days if sent by post allowing 48 hours from when request received). At any one time, only one month's supply for most medicines will be issued. Collecting your prescription: This can be done from reception or it can be posted to you (please provide a stamped addressed envelope). Prescriptions can also be posted directly to the pharmacy of your choice: N.B. If requesting online please mark which pharmacy you wish it to be posted to, for example: Boots the Chemist Strand Boots the Chemist Waterloo Boots the Chemist Hays Galleria Boots the Chemist Charing Cross Sainsbury s Pharmacy Dulwich Sainsbury s Pharmacy Finchley Road No requests for repeat prescriptions can be taken by phone. If going abroad for longer than 4 weeks, please see one of the doctors about giving you an additional prescription for your medication. Sexual Health We have a non-judgemental approach to your sexual behaviour and orientation. We aim to support you to make informed, safer choices. The Health Centre provides free and confidential help with all sexual health issues, ranging from pregnancy to sexually transmitted infections (STIs). We offer a range of contraception and barrier methods including emergency contraception, IUD and implant fittings. Free condoms & dams are available without consultation. Minor Surgery Clinic The Centre offers a Minor Surgery Clinic that treats lumps, bumps, skin lesions and joint injections once a fortnight. Please book an appointment with one of the Doctors for a referral to the minor surgery clinic. Items for which there is a charge / private services If you are Staff or Student of King s College and are not eligible for NHS care or need non-nhs services the practice offers the following non- NHS / Private services: Medical Examinations, Blood tests, Medical Forms, To Whom It May Concern Letters, Travel Vaccinations / Immunisations through our Travel Clinic, There is a charge for private medical services. Please enquire at the reception for further information. Repeat prescriptions If you take regular medication you need to be seen by the GP for your medication to be set up as a repeat prescription. Requesting a repeat prescription: You can request your repeat prescription by using the online facility (which also enables you to book GP appointments) or the smartphone app. To use the online facility you will need your secure log in information from reception. 12 11