Download Other services offered by the practice

Please note: Denton Turret is a non-limited partnership
10 Kenley Road
Slatyford
Newcastle upon Tyne
NE5 2UY
Quick Contact Details
Telephone Number
0191 274 1840
Fax Number
0191 228 0990
Prescription line
0191 274 2477
Website
www.dentonturret.co.uk
The surgery is open 8am to 6pm Monday to Friday
OUT OF HOURS EMERGENCIES
(Commissioned by NHS England)
For access to out-of-hours health care, for example, from 6.30 pm to 8 am on
weekdays, and at weekends and Bank Holidays,
please dial 111
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Thank you for joining Denton Turret Medical Centre.
This patient information booklet has been produced to help you to understand
the range of services we offer, and to guide you so as to get best from being a
patient within our practice.
We aim to provide the best possible standards of healthcare. We will always try
to offer you the most appropriate healthcare treatment, information and
advice, and to involve you in decisions about your healthcare.
All we ask is that you co-operate with us, to keep the appointments you make,
and to listen to the advice and guidance we give.
To do so, we need to work closely with you. Being a patient means you are one
half of a relationship: the surgery staff being the other half. When we get
something right, please tell others. When we don’t get something right, please
tell us, so that we can put it right.
Once again, welcome to Denton Turret Medical Centre.
Doctors Howarth, Nyholm, and Bratch
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The Doctors who work in our surgery
Dr David Howarth
(M)
Partner
MBBS Newcastle 1984 MRCGP DRCOG
Dr Rosemary Nyholm
(F)
Partner
MBBS London 1985 MRCGP DRCOG DFFP BSc MPhil
Dr Jatinder Bratch
(M)
Partner
MBCHB Sheffield 1993 MRCGP DRCOG DCCH DFFP
The partners of Denton Turret Medical Centre, as detailed above, hold a contract with NHS England to
provide General Medical Services.
Dr Caroline Sharp
(F)
Salaried
MBBS London 1985 MRCGP DCH DFFP DPD BSc
Dr Sarah Whillance
(F)
Salaried
MBCHB Leeds1999 MRCGP DFFP DRCOG
Dr Kay Snowdon
(F)
Salaried
MBBS Newcastle 2005 MRCGP DCH DRCOG
The Doctors usual weekly working pattern
NOTE:

Each afternoon there is an ‘URGENT GP triage surgery’ for those patients unable to get an
appointment and who feel your problem is URGENT. GP can vary according to availability.
Ask Reception for details.

Rota subject to change: due to the GPs’ other commitments, holidays, etc.
Dr
Howarth
Monday
Tuesday
AM
PM
AM
PM
Wednesday
Thursday
Friday
AM
Urgent
AM
PM
Dr
Nyholm
Dr
Bratch
Dr
Sharp
AM
PM
Urgent
AM
PM
AM
PM
AM
PM
Dr
Whillance
Dr Snowdon
AM
AM
Urgent
AM
PM
AM
Urgent
AM
PM
AM
PM
AM
PM
AM
PM
AM
PM
AM
PM
AM
PM
Tuesday’s URGENT PM clinic is usually covered by a GP Registrar.
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Practice Staff
Practice Nurses
Heather Smith
Linda Innes
Claire Shiel
Kath Pogue
Typist
Health Care Assistant
Dorothy Hunt
Julie Bowman
Data & Information Officer
Practice Operations Team
Christine Hunton
Tina Connelly
Practice Manager
Brenda Forster
Martin Bell
Lyn Henderson
Linda Hodgson
Attached Staff
Community Nursing Team
Health Visitors
Susan Stephenson
Lezlie Galloway
Tracey Smith
Karin May
Sarah Rowell
Primary Care Mental Health Team
Sue Bell
Bernie Latham
Midwife
Joanne Miller
Sarah Wilson
Teamwork
We are committed to working together to offer the best possible continuity of health care.
We are committed to providing a good quality and effective clinical service in line with
standards set by clinical guidelines. We respect each other’s professionalism and different
perspectives. The team treats all patients and staff equally and there is no discrimination on
the grounds of age, race, gender, sexuality, or social class.
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Surgery consultations

Consultations are by appointment only.

Consultations are usually 10 minutes long. Please book a double appointment if you think
it is needed (e.g. for a medical or more than one issue).

You are free to choose to see any available Doctor.

Appointments can be made by contacting Reception during surgery hours, by telephone
or in person.

There are also a small number of appointments that can be requested, by visiting the
website (www.dentonturret.co.uk).

Telephone calls may be recorded for your protection, the protection of staff and for
training purposes.

Each day, a set number of appointments are always reserved for more urgent
consultations; what we call ‘book on the day’ appointments. However, there are
appointments that can be booked for up to 4 weeks in advance.

We also offer some pre-booked only appointments that are available outside the normal
surgery working day. Currently, these additional appointments are available one Saturday
morning per month, and every Tuesday morning at 07:20am.

Please let us know if you cannot make an appointment: we may be able to let another
patient use it.
Home Visits
Home visits will be made only when there is a genuine medical inability to get to the
surgery. Home visits will not be carried out for social reasons If you need a home visit,
please telephone 274 1840 before 10.30 am. Visits are only for housebound and very ill
patients.
We are a training practice
This means that doctors wanting to become a GP spend 6 months at a time with us,
undertaking supervised, specialist training. Trainee GPs are called ‘Registrars’. If you are
offered an appointment with a Registrar please be assured they are fully qualified doctors.
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Research
We are a research Practice. This means we support colleagues doing research projects. We
do this because we think it can lead to improving the future care of patients.
If you meet the criteria for a study you may be invited to take part. Getting involved in
research is entirely voluntary.
Repeat Prescriptions
Repeat prescriptions take 2 working days. You may be asked to have a medication review.
You can order a repeat prescription in 3 ways:
1. Phone on
274 2477 and leave a message on the answer phone.
2. Write in enclosing a stamped addressed envelope.
3. Call at the surgery and leave your request in the box at reception.
Results
GPs will contact patients by telephone or letter regarding any tests which may warrant
further investigation or treatment. Patients with ‘normal’ results will not be routinely
contacted.
For test results please phone 0191 274 1840 AFTER 11am at least 2 days after the
specimen was taken. This gives the GP time to view the results and add any comment they
wish to pass on to the patient.
Practice Nurses
The practice nurses are available by appointment on 274 1840.
The practice nursing team offers:








General Health Checks
Immunisations/ Travel Advice
Ear Syringing
Blood Pressure checks
Blood & Urine Testing
Cervical Smears
Dressings/ Stitch Removal
Help with stopping smoking



Hormone Replacement Therapy
reviews
Contraceptive advice & pill
checks
Review appointments for asthma,
chronic bronchitis, diabetes, high
blood pressure and heart disease
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Contraception
We provide:



The Pill
Depot contraceptive injection
Condoms for the under 25’s
If you are interested in the coil, Mirena or Contraceptive Implant, please ask Reception to
arrange a double appointment with Dr Nyholm to discuss.
If you need emergency contraception please ask the receptionist and you will be seen the
same day.
The Primary Care Trust employs District Nurses, Health Visitors and a Midwife who work
from the Medical Centre.
District Nurses
The district nurses offer:

Nursing care and support in the home for housebound patients

Arrangements for nursing cover at weekends and on Bank Holidays

Continence advice and assessment

Palliative care.
Health Visitors
The health visitors Karin May and Lezlie Galloway provide support in child and family health.
To contact them phone 219 4802.
Baby Clinics
Tuesdays by appointment from 10.00 am to 11.30 am.
Thursdays for weighing from 10.30 am to 12 noon. No appointment needed.
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Midwife
The midwife provides:

antenatal care for mothers

home visiting after delivery
Her contact number is given at the first antenatal appointment.
Other services offered by the practice
By appointment, after referral by a doctor:

Counsellor

Community Mental Health Worker

Warfarin monitoring
Non-NHS funded services offered by the practice
The NHS does not pay for some services, for example:
Private Sick Notes or Letter
Holiday cancellation forms
Medicals for insurance or legal purposes
Medicals for Taxi HGV /PSV licences
A fee will be charged for such services. Please ask Reception to tell you the current charge,
or visit the patient policies page of our website for details of our current fees:
www.dentonturret.co.uk
Other Useful Information
How to register as a Patient
The practice has an open list and welcomes requests for registration from patients who live
in or are moving into the practice area. Call into the practice for a GMS1 registration form
that is available at reception. Please bring your NHS number.
Patients are registered with the practice rather than a particular doctor. If you wish to
choose to see a particular partner for some or all medical conditions, please let the
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receptionist know, and this request will be noted in your medical record. We will always try
to ensure that this is possible, but there may be occasions when it is not possible.
Practice Area
The practice covers areas with postcodes beginning: NE3, NE4, NE5, NE13 and NE15.
This covers areas such as Denton Burn, West Denton, Blakelaw, Dumpling Hall, Lemington,
Walbottle, Throckley, Newburn, Westerhope, Chapel House, Chapel Park as well as parts of
Fenham, Scotswood and Benwell.
Please ask at Reception if you are unsure if you live within the practice area.
Getting here by public transport
Bus routes 1, 10, 11, 39, 40, 84, 684 are near by.
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Consent & Confidentiality
All consultations are confidential including those for children under 16, unless someone is
thought to be at risk. No information will be disclosed to another person without a patient’s
consent. Ask to see the practice’s protocols and factsheets on consent and confidentiality
for further information.
Change of address or contact details (e.g. mobile phone number)
Please tell us if you change your address or any contact details. If you move out of the
practice area for more than 3 months, you should register with your new local GP surgery.
Patient access to their medical records
Patients have the right to access the medical information that is held about them. To access
this information, please ask Reception for an “Access to Health Records Patient Application
Form”.
Confidential patient data will be shared within the practice heath care team and with other
health care professionals to whom you are referred for care. Your data may be used by those
clinical teams providing your care for the essential purpose of clinical audit.
Confidential patient data may also be required for the broader purposes of public health and
audit, research, the provision of health care services, teaching and training. Data disclosed
will be kept to the minimum required to serve the purpose, and wherever possible will be
made anonymous before disclosure.
Confidential and identifiable patient information will not be disclosed otherwise without
explicit consent, unless:
1. It is a matter of life and death or serious harm to you or to another individual.
2. It is overwhelmingly in the public interest to do so.
3. There is a legal obligation to do so.
In all of these circumstances the minimum identifiable information that is essential to serve
the purpose may be revealed to someone with a legal entitlement to access the data for
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that purpose. All individuals with access to your data have a professional and/or contractual
duty of confidentiality. If you are concerned about any of the ways in which your
confidential data is used, further information is available from the practice manager. You
are entitled to register an objection, which will be respected if this is possible.
Elderly Patients
Our elderly population are not discriminated against, and services are provided on the basis
of clinical need regardless of age. Older patients will be treated as individuals and they will
be able to make their own choice about their care. We will undertake regular assessment of
their needs through regular review.
Disabled Access
There is wheelchair access throughout the surgery. There is a disabled toilet on site.
Complaints and Suggestions
Should you have any complaints about our service, we have an in house complaints
procedure by which we would hope to resolve your concerns. Please ask for a form at
reception or contact the Practice Manager 2741840.
Violent and abusive patients – Zero Tolerance
The NHS and this practice operate a Zero Tolerance Policy with regard to violence and
abuse. The practice has the right to remove violent or abusive patients from the list with
immediate effect in order to safeguard practice staff, patients and other persons. Violence
in this context includes actual or threatened physical violence or verbal abuse which leads
to fear for a person’s safety.
In this situation we will notify the patient, in writing, of their removal from the list and
record in the patient's medical record the fact of the removal and circumstances leading to
it. The PCT will then be responsible for providing further medical care for such patients.
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The practice reserves the right to refuse to see patients who are under the influence of
drink and/or drugs.
Data Protection
When you register as a patient, your details are passed to the North East Primary Care
Services Agency, which will update its records and transfer your medical records from your
previous GP.
In addition, other parts of the National Health Service may access your personal information.
For example, if you are receiving hospital treatment the hospital may seek details of your
relevant medical history.
Training Afternoons
We close for training one Tuesday afternoon every other month and one other afternoon
approximately every two months. Details of exact dates are always put up in the waiting
area, and a message is always left on the practice telephone on these afternoons, should
you need urgent care.
Patient Privacy
Arrangements can be made for you to speak to a receptionist in private.
Needing an interpreter
If you require an interpreter for your appointment, this can be arranged, but you need to
give us two weeks notice.
Car parking
Drivers park at their own risk. Please be considerate towards the residents of Kenley Road.
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Other NHS Services
Walk in Centres
There are 2 local NHS WALK IN CENTRES for minor injuries and ailments. One is situated at
Newcastle General Hospital and is open from 8 am to 10 pm every day. The nearest one to
the surgery is at:
169 Ponteland Road
Newcastle upon Tyne
NE5 3AE
Telephone
(0191) 271 9030
It is open 8:00am— 8:00pm 7 days a week
The other one is the Westgate Walk In Centre next to the General Hospital, which is also
open 8:00am— 8:00pm 7 days a week . The number is (0191) 282 3000.
NHS 111
In the case of urgent need when the practice is please dial 111.
Patient Participation Panel
We have a group of patients who meet on a monthly basis to represent patients’ views and
opinions and for the practice to consult over issues that may affect patient care.
Please feel free to ask the Practice Manager for more information, or see our website for
more details.
Patients who wish to become involved with this group should ask to see the Practice
Manager. Enthusiastic volunteers are always welcome!
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Details of all Primary Care Services in the area can be obtained from:
Newcastle West Clinical Commissioning Group
Riverside House
Goldcrest Way
Newburn Riverside (Business Park)
Newcastle upon Tyne
NE15 8NY
You may also approach PALS for help or advice
The Patient Advice and Liaison Service (PALS) provides confidential advice and support,
helping you to sort out any concerns you may have about the care we provide, guiding you
through the different services available from the NHS. It is based at:
Patient Advice & Liaison Service
Newcastle Hospitals NHS Foundation Trust
New Victoria Wing, RVI, Newcastle upon Tyne, Tyne & Wear. NE1 4LP
Tel: 0800 0320202
CCTV cameras operate both inside and outside of the surgery building (but only in
public areas). These are there to protect both patients and staff. Images are recorded.
Please ask to speak to the Practice Manager if you have any concerns with the CCTV
system.
Please note: Denton Turret is a non-limited partnership
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Patients’ Standards
We have explained the various services we provide. In an addition our Patients’ Standards’
sets out what you can expect from us, and what we, in return, expect from you.
Our responsibility to you:

You will be greeted in a friendly manner by reception staff, GPs and nurses.

Confidentiality will be adhered to at all times.

The practice will offer a wide range of appointment times both for GPs and nurses.

Healthcare professionals at this practice will respect the right of patients to make or
influence decisions about their care.

They will also promote the dignity and independence of patients. The practice will do
this by establishing a patient’s needs, preferences and decisions.

The clinicians will explain the outcomes of diagnostic tests and assessments in a way that
you can understand so that you the patient can make informed choices; they will discuss
and provide information about the available care, treatment and support options so that
you can make informed decisions.

The practice respect a patient’s right to take an informed risk and make decisions about
their care (including self care), whilst balancing this need for choice with safety.

The clinicians will give patients time to make decisions to the extent that the
circumstances allow.

We will explain the likely effects of any drugs and review your long term medication at
agreed times.

We have the right to remove patients from our list if they repeatedly and persistently
ignore their responsibilities to our staff and fellow patients.

The practice will provide and maintain premises which are clean, comfortable, safe and
warm.

We will promote training and development to ensure a good standard of service is
delivered.
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Our expectations of you:

We expect you to extend the same courtesy and politeness to the practice staff that you
would expect to receive.

We expect patients to attend their appointment on time and inform us in advance if
appointments cannot be kept.

If more than one family member needs to be seen, then an appointment for each
individual should be requested.

Please only request urgent appointments if your condition cannot wait until the next
routine appointment.

Home visits are made at the discretion of the GP. You may be requested to attend
surgery. Home visits should not be requested on social grounds. Misuse of this service
may disadvantage your fellow patients who may be seriously ill.

Out of hours services should only be requested when absolutely necessary. Misuse of this
service may disadvantage your fellow patients who may be seriously ill.

We expect patients to value their health, maintain a healthy lifestyle and therefore
minimise health risks.

If you are seriously unhappy with our service you have the right to leave our list and
register with another practice.

We expect care and consideration whilst on the practice premises and proper use of its
facilities.

Parents/guardians are expected to be fully responsible for the behaviour of their children
whilst on the premises.

It is responsibility of the parent/guardian to ensure that toys are to be returned to the
play area to avoid danger to other patients. The practice will not be held responsible for
any injury done to other patients through toys lying around outside the play area.

The building has a no smoking policy and we expect you to adhere to this ruling.

Mobile phones should be switched off whilst on the practice premises.
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