PATIENT INFORMATION BOOKLET (Version: August 2015)

PATIENT INFORMATION BOOKLET (Version: August 2015) 2, St Georges Road, Stoke, Coventry, CV1 2DL Tel: 024 7622 4438 Fax: 024 7622 9782 Email: parkhousesurgery@nhs.net PARK HOUSE SURGERY IS COMPLIANT WITH THE FREEDOM OF INFORMATION ACT 2000 Page 1 of 19

1. WELCOME TO PARK HOUSE SURGERY THE PARTNERS DR. JAGDISH M. PATEL - Senior Partner MB BS 1968 Baroda (Male) Full Time DR. JARNAIL SINGH - Partner MB BS, M.D., 1981 Bihar, India (Male) Full Time NURSING TEAM PRACTICE NURSE PRESCRIBER Sarah Deanie RGN (Female) Part Time (Available by appointment) PRACTICE ADMINISTRATIVE TEAM Mrs Angela Gunton Mrs Debbie Taylor Miss Zoe Downs Mrs Eileen McGinty Ms Balwinder Bajwa Mrs Anna Mara Practice Manager Asst. Practice Manager Administrator Receptionist Receptionist Domestic OTHER MEMBERS OF THE TEAM District Nurse Midwife (by appointment only) Health Visitor Counsellor (by appointment only) Page 2 of 19

2. OPERATIONAL HOURS The Surgery hours for consultation are: MONDAY: 9.00am - 11.15am 4.00pm - 6.00pm TUESDAY: 9.00am - 11.15am 4.00pm - 6.00pm 11.30am - 12.30am (Baby Clinics/ Post Natal Clinics) We are offering Extended Hours on Tuesday evenings between 6.30pm - 7.30pm. WEDNESDAY: 9.00am - 11.15am 4.00pm - 6.00pm THURSDAY: 9.00am - 12.15am Afternoon CLOSED FRIDAY: 9.00am - 11.15am 4.00pm - 6.00pm The Surgery Opening Hours are from 8.00am - 6.30pm. During this time there will be a receptionist on duty to help and advise you. (Except Thursday afternoon closed from 12.30pm) Please check with the reception staff that the Doctor you wish to see is available for consultation. We aim to ensure you see the doctor of your choice but, however, this is not always possible. An appointment is necessary for the Practice Nurse. Reception Staff will be happy to arrange this for you. Please bring your medical card with you, the reception staff may ask to see it. Park House Surgery is suitably adapted for disabled patients, offering a ramp and rail at the front of the building, and specially adapted toilet facilities. Page 3 of 19

3. PRE- BOOKABLE APPOINTMENTS Appointments may be arranged for the purpose of: Countersigning Passport Applications Medical Examinations Advice Clinical Consultations Insurance Forms 4. TELEPHONING THE SURGERY PARKHOUSE SURGERY TELEPHONE NUMBER IS: 024 7622 4438 If you need a doctor to visit your home please try to contact the Surgery BEFORE 10.30am. Home visit requests must be made before this time as it allows us the plan the Doctors schedule for the day. The Doctor will decide whether a visit is required or perhaps a telephone consultation would be more appropriate. If you have a general enquiry please telephone the Surgery after 10.30am. Telephone will be answered in the shortest time possible - if you do have to wait please be patient. When making an enquiry please give as much information as you can to enable the staff to deal with it as efficiently as possible. All members of staff will behave in a polite and courteous manner at all times, we hope that this will be reciprocated by you. 5. YOUR CONSULTATION You do not need an appointment to see the Doctor. For your convenience we offer pre-bookable appointments for Doctors as well as Nurses. Page 4 of 19

Always check that the Doctor of your choice is available for consultation. Give the names of everyone you wish the Doctor to see when arriving, this saves precious consultation time for others who are following you. In the absence of your preferred Doctor you will be offered a consultation with another Doctor from the Practice or a Locum Doctor. If there is a delay of any kind you will be informed and offered an alternative Doctor. 6. HOME VISITS Please give all details relevant to your visit to the receptionist at the time of your request. It is vital to notify us of any change of address or telephone number. Please make certain that the Doctor/Nurse can gain access to your home. Do not leave messages on doors or in windows for security reasons. If you need an interpreter or would like a friend/relative with you please ask them to be there for when the Doctor arrives, he may have several calls to make and be unable to wait. Only request a home visit if you are too ill to attend the Surgery. 7. WHAT TO DO WHEN THE SURGERY IS CLOSED If you need a Doctor when the Surgery is closed please telephone 02476 224 438, your call will be answered by our telephone answering service, other services you can use include: NHS 111 Coventry Walk - in - Centre located next to Coventry & Warwickshire Hospital. No Appointment needed. Open Monday to Friday 8.00am -10.00pm Saturday & Sunday 8.00am 10.00pm Only call if your condition will not wait until the next available Surgery. Page 5 of 19

8. THE PRACTICE CHARTER WHAT YOU CAN EXPECT FROM US! Contacting the Surgery Our Surgery opening hours are: 8.00am - 6.30pm (Mon, Tue, Wed, Fri). Thursdays 8.00am to 12.30pm CLOSED THURSDAY AFTERNOON Extended Hours are on: Tuesday 6.30pm 7.30pm Access to a Doctor This Practice offers open access and pre-bookable appointments. If you do not have an appointment we cannot predict the waiting time. The Doctor will see you in the shortest time possible. The receptionist will inform you if there is likely to be a delay. Prescriptions Repeat prescriptions will be issued within 2 working days 90% of the time. Home Visits We will see patients who are assessed to be unable to attend the Surgery. WHAT WE EXPECT FROM YOU! Contacting the Surgery Please contact the surgery for routine & non-urgent matter during these hours. Access to a Doctor Please be patient if asked to wait or try to see the Doctor with the shorter waiting time. In most circumstances it is advisable for children under the age of 14 years to be accompanied by an adult. If you have difficulty in talking to the Doctor please bring an interpreter with you. Prescriptions Please order your repeat prescription in plenty of time, don t forget Bank Holiday closures. Home Visits Please call before 10.30am. Only request a home visit if you are too ill to attend the Surgery. Page 6 of 19

9. REPEAT PRESCRIPTIONS The Practice offers a Repeat Prescriptions ordering facility. Repeat Prescriptions can only be ordered if you have a valid re-issue slip, found on the right hand side of your prescription. You can send your slip to the Surgery by post, if you enclose a stamp addressed envelope we will send your new prescription and re-issue slip back to you. You can email your request to Parkhousesurgery@nhs.net. Emails should include your full name, Date of birth, contact number and a list of all medications you would like to be re-issued. You can also drop your re-issue slip into the Practice and hand it to the reception staff, or post it in the repeat prescription box next to reception. If you haven t got a re-issue slip the reception staff can print your prescription for you, for this you should come into the Surgery and speak to the reception staff in person. All repeats will require a notice period of 2 working days. All repeats should be reviewed by your Doctor in line with the expiry date printed on your re-issue slip. Page 7 of 19

10. COMMENTS ON THE SERVICE THAT YOU RECEIVE We would value your opinion on the service that we provide and are always open to any suggestion that you may have with ways to improve it. We would like to make you aware of our suggestion box in the waiting room please feel free to use it, anonymously if you wish. Patients and Surgery staff must work together to reach and maintain the best possible service that works for all of us. 11. COMPLAINTS PROCEDURE This Practice offers an in-house complaints procedure, this means that any complaint made will be dealt with at the Surgery in a completely confidential manner, the main aim being an informal and amicable conclusion being reached. Sometimes just talking through is enough. Any complaint may be made verbally or by letter and all will be treated as a matter of priority. 12. HOSPITAL APPOINTMENTS We will endeavour to ensure patients wait no longer than national or local targets for both in-patient and out-patient appointments. Please be patient in situations when your appointment is outside national or local targets for reasons beyond our control. Page 8 of 19

13. COMMENTS, COMPLAINTS & SUGGESTIONS If you have Comments, Complaint or Suggestion please contact Ms Angela Gunton or Dr J M Patel. We are interested in anything you may wish to say regarding how our surgery is run. You will be treated as a partner in the care that you receive. Please try to be responsible for your own good health. Please try and help us to give you the best possible care and service by being patient. 14. HEALTH PROMOTION CLINICS The following Clinics are an appointment basis with the Practice Nurse: ASTHMA WELL PERSON ADULT IMMUNISATIONS TRAVEL VACCINATIONS CHILD HEALTH SURVEILLANCE CHILDHOOD IMMUNISATIONS DIABETES FAMILY PLANNING & CONTRACEPTION From October each year we offer Influenza vaccinations administered by the Practice Nurse. The Midwife is available by appointment only on Wednesday afternoon for Ante-Natal care. Phlebotomy Clinic by appointment Page 9 of 19

15. YOUR INFORMATION - WHAT YOU NEED TO KNOW One of the purposes of this leaflet is to explain to you why we, as a Practice, have to ask for information about you, the ways in which we use it and how we ensure it is kept confidential. Everyone working for the NHS has a responsibility and legal duty to protect your information. We operate under strict Information Governance Rules, which ensure we do everything possible to minimise risks related to your personal information. 15.1 What information is collected about you? Park House Surgery keeps basic information on who you are, where you live and who your GP is as well details on your:- Physical health Personal details Mental health Treatments you have received If you are uncertain why a question is relevant to your healthcare, please ask a member of the staff who will explain details. 15.2 Why the information is collected? Primarily to be able to identify you individually. To give you the best possible healthcare and treatment. To review your progress with other people involved in your care in order to monitor and evaluate services. To be able to help manage and plan services for you. To help with teaching and research (projects are always approved by local Page 10 of 19

Research Ethics Committees. If it would involve you personally, you would be contacted to see if you would be willing to take part). IMPORTANT - If you feel you are being asked for information you would prefer not to be recorded, please let a member of the practice team know. 15.3 Where is the information kept and who do we share it with? Some information is kept as paper records and some is kept on computer. It is all treated with the same strictly controlled confidential care. All records are stored safely on locked cabinets or rooms. Access will be given only to those individuals directly involved in your care. You may be receiving care from other people as well as the NHS, so therefore, we may need to share your information to benefit your care. We only share information about you if people have a genuine need for it, and the sharing of some types of very sensitive personal data is strictly controlled by law. We will not disclose information to organisations such as the police without your permission or unless there are exceptional circumstances such as:- There is a probable risk of serious harm to an individual or to the rest of the community. Investigation or prevention of a serious crime. Some information is required from us by law e.g. Formal Court Order has been issued. Notify of birth. Infectious diseases (e.g. measles or meningitis but not HIV or AIDS). Anyone who receives information from us is also under legal duty to keep it confidential. We will only give your relatives, friends and carers information if you give us written consent. Page 11 of 19

15.4 Your Rights - How to apply to see your information You have the right of access to your own health records, subject to certain conditions in line with the Data Protection Act 1998. There is a charge of 10.00 per request. For further information and an application form, please contact:- The Practice Manager, Parkhouse Surgery 2, St. Georges Road, Stoke, Coventry. CV1 2DL You have the right to request that we change, erase or destroy any inaccurate data in accordance with the Data Protection Act. As a parent you have the right to see your child s records as long as the child is under 16 and the child agrees. If the child has requested that some information should not be disclosed to anyone this will be respected. This does not include however, those records maintained by Family Planning Services, which your child may have attended. We are continually reviewing ways in which confidentiality improvements can be made, it is important for use to know and understand the views of the patients and users of the service, including carers. We will always take them seriously. If you have a complaint, we will always look into it and try to make things better, hopefully to your satisfaction. Verbal or physical abuse toward any member of the practice staff is not tolerated. Any patient who behaves in an inappropriate manner towards a member of staff will be sent a formal written and may be removed from the Practice list. The NHS has a Zero tolerance policy in this area, patients who are verbally or physically abusive (in person or over the phone) will be deducted from the practice list. Page 12 of 19

If you require an interpreter, we will be happy to provide you one, but we need time to book an interpreter and it will depend on the availability of the service. 16. REGISTRATION OF NEW PATIENTS TO PARK HOUSE SURGERY Park House Surgery has an open list and welcomes new patients to register with the Practice if they live within boundaries as shown on the map on the next page. A45 Dunchurch Highway - Stonebridge Highway - Toll Bar End - Binley Woods to Walsgrave Retail Park. B4106 Holyhead Road - City Centre - A4600 Ansty Road to Walsgrave Retail Park. Patients living outside the above boundaries will be registered at the discretion of the Senior Partner. New patients wishing to register with a Partner or other Family members already registered with the Practice will be considered. Registered patients moving out of the Practice area may remain patients of the Practice, if they so wish, at the discretion of the Senior Partner. All new and existing patients are allocated a named GP and informed of their named GP in a timely manner. This does not affect your right to see a GP of your choice. Patients 75 years and over will be offered a health check with the practice nurse when being informed of their named GP. Page 13 of 19

1) REGISTERING IN PERSON HOW TO REGISTER AT THE PRACTICE All registrations are completed between 11.00am and 12.00noon (If this is not suitable please ask a member of staff for an alternative time) Please bring with you photo id and two proofs of address plus NHS No from previous GP. ACCEPTABLE FORMS OF ID Passport Driving License Bus pass Identity Card ACCEPTABLE FORMS OF PROOF OF ADDRESS Utility Bill Rent Agreement Bank Statement Pay Slip All under 5 s will need to show red book, if new to country evidence of previous immunisation status Registration forms will be completed on surgery premises by a member of practice staff. A health check will be offered for all new patients over the age of 5 years. Page 14 of 19

ON-LINE REGISTRATION FORMS On-Line registration forms are available at : www.parkhousesurgery.nhs.uk Please complete the form and send to our e-mail address: Parkhousesurgery@nhs.net A member of staff will contact you to complete the registration and offer a New Patient Healthcheck. Page 15 of 19

Practice Boundary Page 16 of 19

Make your own notes here Page 17 of 19

18. SOME USEFUL NUMBERS Organisation Telephone Number UNIVERSITY HOSPTAL COVENTRY & WARWICKSHIRE 02476 964 000 SOCIAL SERVICES (STOKE) 02476 458 336 HEALTH VISITOR 02476 452 473 SAMARITANS 02476 678 678 CITIZENS ADVICE BUREAU 02476 227 474 SMOKING CESSATION CLINIC 02476 246 093 COVENTRY WALK IN CENTRE 02476 246 789 NHS DIRECT 0845 4647 COVENTRY PRIMARY CARE TRUST 02476 552 225 EMERGENCY SERVICES 999 Some Local Chemists (we ARE NOT affiliated with any of these) Telephone Number BOOTS CHEMIST (Walsgrave Road) 02476 458 066 B.J. (Gulson Road) 02476 257 930 HUMBER ROAD PHARMACY 02476 455 464 VANTAGE (Far Gosford St) 02476 222 985 KARA S (Binley Road) 02476 457 513 Further details are available on our own website: www.parkhouseurgery.nhs.uk Information is also available on the NHS Choices website www.nhs.net. Select GP s and in the search box enter the site you wish to view e.g. CV1 2DL for 2, St. Georges Road. This practice is contracted by the following board: NHS ENGLAND Wildwood Drive, Wildwood, Worcester WR5 2LG e-mail: England.ahwat-pc@nhs.net Page 18 of 19

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