DEPTFORD SURGERY 502-504 NEW CROSS ROAD LONDON SE14 6TJ TEL: 020 8694 1331 FAX: 020 8692 7374 Email - lewccg.g85711-general@nhs.net www.deptfordsurgery.nhs.uk PARTNERS Dr. Sarah Hawxwell MBBS DCH DRCOG DFFP MRCGP (F) Mr. Sunil Gupta FCA (Practice Manager) sunil@nhs.net Salaried GP Dr Laura White (F) MBChB MRCGP Dr Catriona Brodie (F) MBChB MRCGP Dr Tajinder Singhrao (F) BSC (hons) MB Bch MRCGP DFSRH Sessional GP Dr Rachel Hadden (F) MBBS PRACTICE NURSE Ms Sian Thomas Registered General Nursing HEALTH CARE ASSISTANT Mr Gigin P Paul Degree in Nursing (India) OPENING TIMES Monday Friday 08.00 18.30 Hours Saturday 08.45 12.15 Hours GP Appointments Appointment times are as follows:- Monday 09.00-12.00-15.30-18.00 Tuesday 09.00-12.00-14.30-18.00 Wednesday 09.00-12.00-15.30-18.00 Thursday 09.00-12.00-15.30-18.00 Friday 09.00-12.00-15.30-18.00 Saturday 09:00-12:00 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, please 1 Page June 2015
Please cancel your appointment if you are unable to attend. Repeated failure to attend appointments may result in removal from the practice list Even if you haven t been to the surgery for over 3 years, you will be offered an appointment as usual irrespective of your age. 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. New Registrations Patients living in the catchment area and who wish to join the practice should request a registration form at reception, or register online using the link below; http://www.nhs.uk/servicedirectories/documents/gms1.pdf. If for any reasons we are unable to process your registration, you may contact the Practice Manager or Lewisham health watch 02079987796. Details of other primary medical services in the area may also be obtained through Lewisham health watch 02079987796. Practice Catchment Area 2 Page June 2015
Reception The receptionists are available during opening hours 8.00am - 6.30 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. Reception email address lewccg.g85711-general@nhs.net Home visits You may request a home visit if in the opinion of the Doctor you are unable 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. Please call us as early as possible. Out of Hours NHS Direct are available for medical advice www.nhs.uk Tel: 111 The practice is a member of SELDOC which is an out of hours co-operative of local GPs. If you have an urgent medical problem that cannot wait until the surgery re opens, then telephone 0208 852 1983 for a recorded message to tell you how to contact an out of hours doctor. (SELDOC 0208 693 9066). Nearest Walk-in Centre Waldron Health Centre Amersham Vale London SE14 6LD Tel: 020 3049 2370 Opening time: 8.00 am 8.00 pm every day including weekends 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 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. Alternatively, repeat prescriptions can be ordered online at http://www.deptfordsurgery.nhs.uk/prescriptions.php 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 Test Results Blood results can take 1 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 11.30 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 3 Page June 2015
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 Lewisham s team of district nurses are attached to the practice and look after housebound patients and those who have recently been discharged from hospital. They can be contacted on 020 3049 3000. 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 Lewisham CCG or Lewisham Healthcare NHS trust The Lewisham Healthcare NHS Trust Telephone: 020 8333 3000 University Hospital Lewisham Lewisham High Street London Greater London SE13 6LH Lewisham CCG Telephone: 020 3049 3333 Cantilever House Eltham Road London SE12 8RN Tel: 0207 206 3223 Useful Telephone numbers South East London Doctors On Call (SELDOC) 0208693 9066 NHS DIRECT www.nhsdirect.nhs.uk 111 Lewisham health watch: 02079987796 University hospital Lewisham 0208 333 3000 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 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 4 Page June 2015
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 and 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 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 Deptford 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 and Comments 5 Page June 2015
We try to provide you with the best service possible, but realise that on occasion you may feel this has not happened. If you have any problems relating to your care, these can be dealt by the practice manager, Mr.Sunil Gupta (sunil@nhs.net), as quickly and fairly as possible. Your complaint will be acknowledged within 3 working days. If you do not wish the practice to investigate your complaint you may contact NHS England: Complaints Department NHS England England.contactus@nhs.net 03003112233 If you have a comment or complaint about any other local health service please contact NHS Lewisham Clinical Commissioning Group, via the South London Commissioning Support Unit at SLCSU.complaints@nhs.net or telephone 0800 456 1517 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 11.00 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 email. 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. 6 Page June 2015