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Carshalton Fields
Carshalton Fields Surgery
11 Crichton Road
Carshalton, SM5 3LS
Appointments: 020 8643 3030
020 8643 9551
Enquiries:
020 8643 1013
Fax:
Website
www.CarshaltonFieldsPractice.nhs.uk
When the surgery is closed call 111
Welcome to Carshalton Fields Surgery
Please note: From 1st March 2015 we shall no longer offer walk-in clinics on
Monday, Wednesday or Friday. Instead clinics will be by pre-booked
appointment. Please contact reception on 020 8643 3030 to book an appointment
We offer quality healthcare that meets the needs of our community. We are a friendly
and dedicated team of caring, professional and experienced staff.
Our services include chronic disease management, family planning clinics, travel
vaccinations, and well-man/woman clinics.
Opening Times
Our Reception is open during the following times:
Monday:
08:00 - 20:00
Tuesday:
08:00 - 18:30
Wednesday:
08:00 - 18:30
Thursday:
08:00 - 18:30
Friday:
08:00 - 18:30
When the Surgery is closed
If the Surgery is closed and you need urgent medical advice, please dial 111. NHS111 is free to
call from any UK landline or mobile.
Follow this link to download the leaflet: Get the Right Treatment in Sutton.pdf.
You can find a full list of all your local pharmacies, GP-led Health Centres, Walk-In Centres,
Urgent Care Centres and Minor Injuries Units at www.nhs.uk (www.nhs.uk) .
We offer a mixture of pre-booked and walk-in clinics:
Monday:
Tuesday:
Wednesday:
Thursday:
Friday:
AM
Pre-booked
Pre-booked
Pre-booked
Pre-booked
Pre-booked
PM
Pre-booked
Pre-booked
Pre-booked
Pre-booked
Pre-booked
Evening
Extended surgery*
Extended Surgery Hours
We offer appointments with the doctor and nurse between 6:30pm - 8:00pm on Monday
evenings. These appointments are aimed at those patients who find it difficult to attend the
Surgery during our regular opening hours.
Our nurses are available at the following times:
Monday:
10:00 - 20:00
Tuesday:
09:00 - 14:00
Wednesday:
10:00 - 14:00
Thursday:
10:00 - 14:00
Friday:
09:00 - 10:00 (Blood tests only)
10:00 - 14:00
Our nurse sessions are by pre-booked appointment only.
You can book an appointment in person or by telephoning the surgery during opening hours and
speaking to one of our receptionists (020 8643 3030).
Each appointment is for one person only, but chaperones are always welcome.
Cancelling an Appointment
If you are unable to keep your appointment or no longer consider it necessary, please contact our
reception team so that the appointment can be reallocated to another patient. Please do not leave
it until the last minute.
Emergencies
If you suddenly become unwell and you think you have a problem that genuinely cannot wait,
please call the surgery as soon as you can and make this clear to the receptionist. The doctor may
wish to speak to you on the telephone to assess your situation. If the doctor feels that you should
be seen on the same day, an emergency slot will be allocated to you if all appointments are taken.
If you have a concern that does not require an appointment, or you wish to speak to the
doctor/practice nurse, then please telephone our receptionists, who will make sure that your
message is passed on appropriately.
Our clinical staff do their very best to return all calls promptly, but some patience is required as
clinical sessions can be very busy and their duration often unpredictable.
If you require a home visit please telephone the surgery as early as possible. A doctor or nurse
may wish to speak to you on the telephone first to determine how best to deal with your problem.
Please remember that you will often be seen more quickly if you attend the surgery, where there
are also better facilities for examining and treating you.
Repeat Prescriptions
Many patients require a repeat of their prescription. We accept such requests by post or into our
repeat prescriptions box, situated at the surgery reception area. Requests by telephone will NOT
be accepted, with exceptions for medical emergencies.
Our surgery is fully computerised, as is the prescription system. With each prescription slip will
be a counterfoil. On this counterfoil, tick the medicines required, as appropriate and post or
deliver by hand, as required. Once we receive a request, please allow at least 48 hours for this to
be processed, before the prescription can be mailed out or collected.
If you are unable to collect your prescription personally, send a stamped addressed envelope with
your request and it can be mailed to you. You prescription can also be delivered to a local
pharmacist of your choice. Please ask the receptionist for details of this service.
Leaflet on Repeat Prescription Procedure
Prescriptions Charges and Exemptions
Extensive exemption and remission arrangements protect those likely to have difficulty in paying
charges (NHS prescription and dental charges, optical and hospital travel costs).
The NHS prescription charge is a flat-rate amount which successive Governments have thought
it reasonable to charge for those who can afford to pay for their medicines. Prescription
prepayment certificates (PPCs) offer real savings for people who need extensive medication.
NHS charges
From 1 April 2014, the charges are:
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Prescription (per item): £8.05
12-month prepayment certificate (PPC): £104.00
3-month PPC: £29.10
If you will have to pay for four or more prescription items in three months, or more than 14 items
in 12 months, you may find it cheaper to buy a PPC. The charge for a single prescription item is
£8.05, whereas a three month PPC will cost you £29.10 and a 12 month PPC £104.00.
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Telephone advice and order line 0300 330 1341
General Public - Buy or Renew a PPC On-line
There is further information about prescription exemptions and fees on the NHS website
(www.nhs.uk/NHSEngland/Healthcosts/Pages/Prescriptioncosts.aspx) .
Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed.
Any problems please telephone the surgery.
Special Services
Cervical Screening
We recommend that cervical smear tests are carried out every 3 years between the ages of 24 and
49, and every 5 years from age 50- 65. In view of the importance of this procedure in the
prevention of cancer of the cervix, we make sure that your records are kept up to date. The
practice ensures that all eligible patients, are invited to attend the screening.
If your test has been preformed somewhere else (e.g. a Health Centre or Hospital) please inform
us in order for us to update your medical records. Your up to date medical records are very
important.
Contraceptive Services
Advice and management is given on all types of contraception, i.e. pill, coil, cap, injections, etc.
Emergency Contraceptive Guidance Leaflet, can be obtained from the reception area or
download above.
Minor Surgery
Minor surgical procedures are carried out on a monthly basis clinic for the removal of warts,
verruccas etc. Please ask the receptionists for more information.
Diabetic Reviews
Patients suffering from diabetes should have regular checks including and annual reviews, along
with checking for albumin in the urine. This policy can help to check for complications such as
heart disease or kidney failure. Patients will therefore be invited for 6 and 12 monthly reviews.
Maternity and Medical Services
Ante-natal and post-natal clinics are run on a regular basis.
Child & Adult Immunisations
We offer the full range of immunisations for children and adults e.g. diphtheria, tetanus,
pertussis, Hib, polio, MMR and influenza, pneumococcal, etc.
Smoking Advice
The Surgery operates a no smoking policy and runs a “stop smoking” advice clinic. The Practice
has made various leaflets available to help you kick smoking and also provides guidance, for the
before and after effects of smoking. Please contact the surgery to make an appointment to see our
fully trained smoking adviser.
General Services
General Services
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Obesity/Weight Management
Blood Pressure Monitoring
Anti-smoking clinic
Ear Syringing
Wound Dressing
Removal of Stitches(Providing PCT Support)
Asthma & COPD (Chronic Obstructory Pulmory Disease) Management
Hypertension Monitoring Clinic
Diabetes Monitoring Clinic
Chronic Heart Disease Monitoring
Cervical Cancer Screening
Alcohol Screening
Chlamydia Screening
Travel Information
Travel Vaccination
Patients preparing a trip abroad should check with us at least 6-8 weeks before they are due to
travel so that we can ensure that all necessary vaccinations are complete in time for your
departure. Please note that a charge is made for travel vaccines and for the international
vaccination certificate. Please contact the surgery for full details, of vaccination charges
There is further information about countries and vaccinations required on the links below
Europe & Russia
North America
(www.fitfortravel.scot.nhs.uk/destinations/europe-(www.fitfortravel.scot.nhs.uk/destinations/northrussia.aspx)
america.aspx)
Central America
South America
(www.fitfortravel.scot.nhs.uk/destinations/central(www.fitfortravel.scot.nhs.uk/destinations/southamerica.aspx)
america.aspx)
Carribean
Africa
(www.fitfortravel.scot.nhs.uk/destinations/caribbean.aspx) (www.fitfortravel.scot.nhs.uk/destinations/africa.aspx
Middle East
Central Asia
(www.fitfortravel.scot.nhs.uk/destinations/middle(www.fitfortravel.scot.nhs.uk/destinations/asiaeast.aspx)
(central).aspx)
Australasia and Pacific
East Asia (www.fitfortravel.scot.nhs.uk/destinations/asia(www.fitfortravel.scot.nhs.uk/destinations/australasia
(central).aspx)
-pacific.aspx)
It is important to make this initial appointment as early as possible - at least 6 weeks before you
travel - as a second appointment will be required with the practice nurse to actually receive the
vaccinations. These vaccines have to be ordered as they are not a stock vaccine. Your second
appointment needs to be at least 2 weeks before you travel to allow the vaccines to work.
Some travel vaccines are ordered on a private prescription and these incur a charge over and
above the normal prescription charge. This is because not all travel vaccinations are included in
the services provided by the NHS.
Travel Health Questionnaire
To help us offer the appropriate advice, please fill out the online form before coming to see the
nurse.
Travel Questionnaire
Test Results
Test Results
To obtain test results, including X-rays and blood tests, please ring on working days after 12
noon, or after 6pm.
Note that the practice has a strict policy regarding confidentiality and data protection and we will
only release test results to the person to whom they relate unless that person has given prior
permission for the release of this data or they are not capable of understanding the results.
When you take your test you will be told how long it will be before the results are returned to the
practice.
It is your responsibility to check your results and to make an appointment to discuss them with
your doctor if your are advised to do so.
Registration
New Patient Health Checks.
We welcome all new patients to the surgery. When a new patient is registered, an appointment
will be required, for a detailed physical check-up is carried out, including height, weight, BP and
urine tests.
You will be asked to complete a questionnaire about your health. Please answer ALL the
questions.
This procedure assesses your health status in detail and generates the baseline record for your
file; it is also recorded onto the computerised record system.
Please note all new patients will be asked to attend the surgery for a Health Assessment
Check. Please book this appointment before leaving the surgery. Medication will not be
prescribed until after you have been reviewed by a GP, and your record has been updated
to our computer system. Please ensure that you have enough of any regular medications
that you may need for this process to take place, usually within two weeks from
registration.
Repeat Prescriptions/Medication
The practice will not be able to give you a branded medication, if a generic version is
available. New patients must be aware that the practice will follow the prescribing rules set
by the Sutton CCG senior pharmacist team.
Anti-Social Behaviour
Anti-Social Behaviour
The practice operates a ‘zero tolerance’ policy to aggressive and abusive behaviour. This
includes any personal, abusive and aggressive gestures. Any incident of verbal abuse, whether in
person or over the telephone, is reported immediately to the Practice Manager. Incidents are
discussed with the doctors, who will agree a course of action, which may result in the patient’s
removal from the practice list.
Confidentiality
Confidentiality
The practice adheres to the NHS, Confidentiality Code of conduct procedures. The practice
recognises the right of every patient to have information about them kept safe, secure and
private. Any information given to any member of staff will remain confidential. The practice has
a confidentiality agreement and policy which is adhered to by every member of staff.
Sharing Our Data (www.mysurgerywebsite.co.uk/sharing_Info-Patient_Leaflet.doc) (opens
Word Document in new window)
Freedom of Information (FOI)
Carshalton Fields Surgery's Freedom of Information Publication Scheme can be found at the
reception area in the surgery, or a copy can be obtained by clicking on the link below:
Freedom of Information Publication Scheme
(www.mysurgerywebsite.co.uk/ModelpublicationschemeMay2009CarshaltonFieldsSurgery.doc)
Discrimination
Discrimination Statement
It is the practice policy NOT to discriminate against any person on the grounds of race, gender,
age, religion, sexual orientation, social status, physical or mental disability, or medical condition.
Suggestions & Complaints
Patients' Complaints
We are constantly making efforts to improve the services to our patients. Any suggestions are
always welcome. If you have any concerns or complaints, please discuss with the Practice
Manager, who will try to resolve any issues concerning practice staff, Practice Nurse or GP
services, or ask the receptionist for a complaints form if you would rather put your views in
writing. A leaflet is available from reception explaining the full procedure should you wish to
register a complaint. All complaints should be addressed to the practice manager.
Carshalton Fields Surgery
“Patient Participation Group”
Could You Help us to Improve services and share your Ideas
Please come and join us, at our next practice meeting
which will be held at the surgery
Meeting will be held on
28 th June 2012
2pm until 3pm
With Ms S Nicholls (Practice Manager), Dr R Goel (GP Partner)
Patient Guide to Services
It’s Your Practice: A patient guide to GP services has been put together by the Royal College of
General Practitioners (www.rcgp.org.uk) (RCGP) for patients.
This guide has been produced as part of the RCGP’s aim to build stronger relationships between
you and your doctors and encourage the involvement and inclusion of you in your own care.
The guide provides helpful information on all aspects of using GP services: from finding and
choosing a practice and how to get the most out of a GP consultation to accessing health records
and understanding patients’ rights and responsibilities.
It is split into several sections including:
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General Practice explained
Choosing the right practice for you
Registering with a GP practice
Seeing your GP – consultations
Seeing your GP – the next steps
After your GP consultation
Your health record
Your rights and responsibilities as a patient
Get involved with your practice
The publication is part of a push by the NHS as a whole to encourage you to understand how you
can get the most out of primary care – which also includes how you can become more involved
in monitoring your own health.
Download A Patient Guide to GP Services
(www.rcgp.org.uk/pdf/rcgp_iyp_full_booklet_web_version.pdf)
YOU CAN DOWNLOAD THE REPORT BY SELECTING FOLLOWING LINK
http://www.CarshaltonFieldsPractice.nhs.uk/Patient_Focused_Feedback_Report-March_2012-SN_PATIENT_COMMENTS_INCLUDED.doc
(www.CarshaltonFieldsPractice.nhs.uk/Patient_Focused_Feedback_Report-March_2012-SN_PATIENT_COMMENTS_INCLUDED.doc)
Carshalton Fields Surgery
“Friends oF the Practice”
Patient Focused Survey
“Feedback - rePort”
March 2013
As you may be aware that this year Carshalton Fields Surgery has engaged to set up
and continue working with our supportive patient representative group with whom we
meet with at least 3 times a year and correspond with on a regular basis, which has been
helping us to identify areas of priority where the surgery could improve, on quality and
services provided. This has been a relatively big task, which has taken shape. The
details below explain the progress that we have made during the past year and our plans
for the future.
Developing a structure that gains the views of patients and enables
feedback
The practice has a relatively middle aged patient population with a high percentage of
patients being of British or British Mixed in ethnicity currently 88% of patients which is
relatively large compared to many practices in the area. It was therefore essential that
the membership of the PRG had a range of age groups to make sure this was a true
representation of the practice population. Carshalton fields Surgery have also made
patients aware that we really want to encourage membership from all ethnic
backgrounds, age ranges and personal profiles. In addition, the practice has encouraged
carers, mothers and patients with long term conditions to join the group
A number of distinct PRG recruitment drives were and 6 distinct campaign approaches
were used as follows:
 The practice run a detailed analysis of the practice demographic profile, covering
age range, ethnicity, gender etc (This was to help us to target, hard to reach
groups) Carers were written to along with mothers with children.
 The practice produced Posters, leaflets and Question & Answer Guides which
were distributed in the waiting room and at the reception area, along with sign up
questionnaires
 The practice also displayed the above documents on the practice website (Patient
Participation Section) encouraging people to join the group
 The receptionists and GP’s at the practice were also recruiting patients, and
asking them to join the group, and giving them information
 The Sutton Consortia Commissioning Group also had newsletter on their
website encouraging patients to join their local practice patient participation
group (which the practice has 2 patient participation members, who have joined
the consortia representative group
 In August the practice made a big campaign for patients to join the practice virtual
reference group, by completing surveys and giving there views via email.
 The practice has recruited 30 Virtual members and has 14 Face to Face meeting
members
“Patient Virtual Reference Group”
The patient group comprises 30 members
Indian
Pakistani
Other Asian
Black or Black British African
Black or Black British Jamaican
Other
Opportunity of speaking to a Doctor or Nurse on the telephone when
necessary?
No Experience 26%
Poor 2%
Fair 10%
Good 18%
Very Good 23%
Excellent 16%
No response 5%
10. Opportunity of obtaining a home visit when necessary?
No Experience 71%
Poor 0%
Fair 1%
Good 6%
Very Good 9%
Excellent 7%
No response 6%
11. Level of satisfaction with the after hours service?
No Experience 63%
Poor 1%
Fair 4%
Good 8%
Very Good 9%
Excellent 9%
No response 6%
Obtaining a repeat prescription
1. Prescription ready on time?
No Experience 9%
Poor 0%
Fair 1%
2855
72
138
38
31
35
32
33
Good 13%
Very Good 26%
Excellent 46%
No response 5%
2. Prescription correctly issued
No Experience 10%
Poor 0%
Fair 0%
Good 11%
Very Good 23%
Excellent 53%
No response 3%
3. Handling of any queries
No Experience 20%
Poor 0%
Fair 0%
Good 15%
Very Good 30%
Excellent 31%
No response 4%
Obtaining Test Results
1. Were you told when to contact us for your results?
No Experience 25%
Poor 6%
Fair 4%
Good 12%
Very Good 28%
Excellent 22%
No response 3%
2. Results available when you contacted us
No Experience 25%
Poor 3%
Fair 4%
Good 15%
Very Good 23%
Excellent 27%
No response 3%
3. Level of satisfaction with the amount of information provided
No Experience 23%
Poor 2%
Fair 2%
Good 17%
Very Good 27%
Excellent 23%
No response 6%
4. Level of satisfaction with the manner in which the result was given
No Experience 23%
Poor 0%
Fair 1%
Good 15%
Very Good 25%
Excellent 30%
No response 6%
About the staff
1. The information provided by the Reception staff
No Experience 1%
Poor 0%
Fair 1%
Good 20%
Very Good 36%
Excellent 38%
2.The helpfulness of the Reception staff
No Experience 0%
Poor 0%
Fair 1%
Good 17%
Very Good 36%
Excellent 41%
No response 5%
3.The information provided by other staff
No Experience 29%
Poor 0%
Fair 0%
Good 12%
Very Good 29%
Excellent 24%
No response 6%
4.The helpfulness of other staff
No Experience 30%
Poor 0%
Fair 0%
Good 15%
Very Good 32%
Excellent 20%
No response 3%
And finally
5. My overall satisfaction with this Practice
No Experience 0%
Poor 0%
Fair 1%
Good 14%
Very Good 42%
Excellent 41%
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male 39%
Female 59%
No response 2%
What age are you?
Under 16 0%
17 - 24 7%
25 - 34 10%
35 - 44 14%
45 - 54 15%
55 - 64 15%
65 - 74 22%
75 - 84 12%
Over 84 2%
How long have you been coming to the practice?
Under a Year 5%
2 - 3 Years 4%
3 - 6 Years 10%
7 years + 78%
No response 3%
Any Other Suggestions or Comments
Responses----------- 2% No response 98%
Many thanks for your time in answering the questions on this survey.
Opening Hours
Practice Questionnaire
July 2012
Total Number of responses 27
Mid-Year Survey
Many thanks for agreeing to complete these few questions and help us to
understand how the practice opening hours are perceived by our patients.
Q1. How satisfied are you with the opening hours at the surgery ?
Very 40%
Fairly 44%
Neither satisfied nor dissatisfied 0%
Quite dissatisfied 11%
Very dissatisfied 3%
Don’t know opening hours 0%
Q2. As far as you know is the surgery open...
Before 8is 7%
At lunchtime 29%
After 6.30pm 66%
On Saturdays 7%
On Sundays 3%
Q3. Would you like the surgery open at additional times?
Yes 29%
No 66%
No response 5%
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male 22%
Female 74%
No response 4%
What age are you?
Under 16 0%
17 - 24 14%
25 - 34 11%
35 - 44 18%
45 - 54 29%
55 - 64 3%
65 - 74 11%
75 - 84 11%
Over 84 0%
What is the ethnic background with which you most identify?
White British 96%
White Irish 3%
Mixed White & Black Caribbean 0%
Mixed White & Black African 0%
Mixed White & Black Asian 0%
Indian 0%
Pakistani 0%
Bangladeshi 0%
Black Caribbean 0%
Black African 0%
Chinese 0%
Other 0%
How would you describe how often you come to the practice?
Regularly 37%
Occasionally 62%
Very Rarely 0%
Many thanks for taking the time to complete our survey
Please note that the information you supply us will be used lawfully, in
accordance with the Data Protection Act 1998.The Data Protection Act
1998 gives you the right to know what information is held about you, and
sets out rules to make sure that this information is handled properly
Patient Survey Results/Report
Overall Practice Summary
The results of the recent Local GP questionnaire have been summarised. The survey
results have been publicised on the patient notice board, located in the waiting area
with information on how to obtain a copy of the full report on request.
The virtual patient group have been emailed the results, and the face to face group
have had the results in their patient participation packs
The results have also been added and displayed on the practice website at
http://www.carshaltonfieldspractice.nhs.uk/ (www.carshaltonfieldspractice.nhs.uk/)
A random selection of patients, were given the questionnaire after consultation. 166
were distributed in total (25 per 1000) ratio
Patients were asked how satisfied they were with a range of services provided by
the surgery and the Practice would like to share the results with.
The Practice used a specific patient questionnaire called the GPAQ survey, (General
Practice Assessment Questionnaire), which produces an average score for each
question. This was then analysed, and results summarised.
Patient Response
The Practice responses showed that patients scored the surgery better than the
National Benchmark, in 6 areas, with the remaining, scores being either the same
or slightly higher than GPAQ survey averages, but there was an overall
improvement on last year’s practice survey results.
Evaluation & Scoring Results based on the following:
 Surgery Opening hours
 Availability of a particular GP
 Availability of any GP
 Waiting time at the practice
 How well Doctor listens to patient
 How well Doctor puts patient at ease
 Doctor’s patience
 Ability to understand problem after visiting GP
 Ability to keep healthy after visiting GP
Local patient survey was run between April 2012 and July 2012 regarding
the extended hours, and patient preference for the following
Late Night Surgery
26%
Early Morning Surgery
20%
Mid Afternoon Surgery
25%
Week End Surgery
12%
Other Times
12%
The practice found that this local survey, regarding preferred extended
hours option, which was decided due to the previous national and local
survey showing a very close response to “Other Opening times” and a very
small number of patients have responded to this survey and after
discussing this within the patient group, it was decided that it would not
be appropriate to make changes to our current extended hours (One Late
Night Surgery a week)
This survey was run between April 2012 and July 2012using the current “Friends of
the Practice, Face to Face group which consists of 14 patient representatives and
the “friends of the practice” Virtual Group which consists of 24 patients.
Evaluation & Scoring Results based on the following:
 Surgery Opening hours
 Availability of a particular GP
 Availability of any GP
 Waiting time at the practice
 How well Doctor listens to patient
 How well Doctor puts patient at ease
 Any Suggestions or comments for improving services at
the practice
The following results regarding extended hours option, still has a very close %
rating, to the following questions:
(Are you happy with the surgery opening times?)
Yes
83%
No
8%
Neither
8%
(What other times, would you like the surgery to be open?)
There was a very close percentage score between early morning, evening and
afternoons
Early Morning
20%
Afternoon
25%
Late Evening
25%
Weekends
12%
The practice has asked the virtual group, if they have any further suggestions
regarding the results of the last 2 surveys, that these should be discussed, with the
‘Friends of the Practice’ patient face to face group, in the next Patient Participation
meeting scheduled for June 2013
It was agreed that the responses on the latest practice survey called
“Improving the Practice” had a really good patient response, with some overall top
scores of satisfaction. We did need to focus on one or two areas, which had been
marked with a poor percentage score. We need to look at these areas more closely
and discuss the results in the meeting with “The Friends of The practice”
The practice asked you for your comments, suggestions and feedback to help us
improve services we currently offer to you.
Ideas for further surveys based on these results
Please see the following tables:
Patients Comments 1
Here are some of the comments made by patients! The practice would like to thank
the patients for such positive, encouraging comments. The practice appreciates
your support
Q18.1
Is there anything particularly good about your health care?
My doctor has time for you.
Surgery is very accommodating and do
their best to fit you in, especially
children. It's local, imperative when
you're ill and have children.
Excellent practice. Very caring doctors.
I am more concerned about the
conditions likely to be met at the local
hospital.
I like the fact the surgery is small and
family run.
Female I have always been very
satisfied with the level of care offered
by my surgery.
This is an excellent practice provided
by a lovely family that make you feel
well
looked after and listened to.
I find that it is an excellent all round
surgery.
Doctors know the patients and patients
know the doctors.
My doctor has very understood
regarding my problems.
Excellent service and doctor always
takes time to listen and explains things
in easy to understand terms.
The care at my surgery is excellent
generally and I am very happy there
One of the doctors always remembers
me and listens to me. I like their advice
about complimentary medicine. An
excellent doctor in every way
I felt listened to and given space to
articulate my symptoms and discussion
Doctors at the surgery are fantastic,
caring and highly supportive. Would
never leave this surgery.
Very consistent doctors.
Very approachable practice.
Good doctors, willing to listen and
contact you if necessary.
This practice is very friendly and
caring.
The doctors here know my family very
well which is extremely important for
consultation.
Receptionists very friendly and helpful.
Always try and accommodate our family
Compared to other surgeries this
practice offers an excellent service.
Although I do not see same doctor, due
to the IT facilities each doctor can
follow
Medical progress and review current
treatment plan.
I have always found the doctors in this
practice very caring and understanding
I think when these practices are
performing so well and caring for
patients they should be encouraged to
carry on doing so.
Our doctors and all staff are excellent
Patient Comments 2
Here are some of your other comments, along with responses from the practice,
which were discussed in the “Friends of the practice” meeting held on 26th June
2012
Q18.2
Is there anything that could be improved?
Patient Comments for improvement
Practice Response to your
Comments
Having to wait until 8:30am the
next day to see if there is a free
appointment.
We have a range of appointments
bookable up to a month in advance.
We have stopped allocating half the
appointments for the next day, and
now only ask you to call back in the
morning if all the appointments
have been taken to see if there is
any cancellation’s or emergency
appointments available. We Also
have two “Open Surgery” mornings
per week, so anyone can attend
without the need to book an
appointment
I have tried to make appointments
with the nurse but as they work
part time they are always fully
booked meaning I am forced to take
the doctors' time instead.
We have now recruited another
practice nurse, which will increase
the appointment slots, significantly.
We have also increased one of the
practice nurse clinics by 2 hours a
week
Mixed gender doctors more
available.
We now have a female GP partner,
so the sessions are completely
gender mixed
I feel doctor should listen and look at
patient rather than the computer screen
Both GP‘s agreed that it would be
impossible to make any comments
regarding this questions unless they
have a clear idea on the aspect of the
patients consultations, that led to this
result?
If you would like to discuss this further,
please contact Ms S Nicholls (Practice
Manager) who will be happy to help
resolve any issues
Days, hours of opening
We are open daily from 8.00 until
6.30, with exception to Thursday
which is our half day. We also have
a late night weekly session which is
held on a Monday (6.30-8.00) – We
have run two local surveys
regarding the practice opening
hours and it appears that the “late
Evening” had majority vote both
times
It has been difficult to phone through to
the surgery before 9:00am. On the odd
occasion
This is one of the practice peak
times, for receiving telephone calls.
We have now got a second line in
place and now stopped asking a
majority of patient to call back at
8.30am, which should therefore
stop this being a difficult time to
reach the practice.
Waiting Times
Our average waiting time is
currently five to ten minutes. On
occasions you may wait up to 30
minutes due to circumstances
beyond our control.
We will always try to keep you
informed if we are running late so
that we can re ‐ book your
appointment if necessary .
Opening times for those working out of
the area
We have one late night surgery, for
those working. This is held on a
Monday evening from 6.30pm8.00pm
I would rather a number system than
my name being called out publicly
Early morning surgeries one or two days
a week.
Saturday mornings
Local Hours Survey Conducted
between September and December
2011 to address the above 2
comments and the second survey
April 2012 – July 2012
A majority of patients like to be called
by their name, it has been commented
that this makes the patient feel that
they are getting a personal service.
It would not be practical to
introduce a number system. We may
have 3-4 clinicians in consultation,
at one time
But only have one waiting area. #
At present there are no plans to increase
the practice hours as there is no funding
to enable the practice to consider this.
We have run two local Survey’s in
the regarding Extended Hours –
Majority preferred the “One Late
Night” per week
No current plans for Saturday surgery,
but have agreed to monitor the wider
need & demand for this, over the next
12 months
We have run two local Survey’s in
the regarding Extended Hours –
Majority preferred the “One Late
Night” per week
Still seems to be a mixed view on
opening hours for Late Evening,
Weekends, Afternoons and Early
Morning – after running a further survey
regarding these times it appears that
the “Late Night” did get the majority
vote in both surveys.
Any Other Comments and suggestions will be discussed in the next
“Friends of the Practice” patient participation group in June 2013
Carshalton Fields Surgery
“Friends of the Practice”
“Patient Group Meeting”
26th January 2013
Practice Objectives
The objectives of the Group shall be to represent the patients of the Practice, to
gather and collate opinion from patients via a range of sources, and to comment and
offer opinion on these views to representatives of the practice, to encourage
development and quality of health promotion and health care services; to achieve
this aim by liaising with the doctors and staff, other community health workers, The
Sutton Commissioning Group and other persons concerned with health care. The
Group shall be non-party in politics and non-sectarian in religion, and shall be formed
using the best principles of equality and diversity. The Group and the practice will
make every effort to ensure that the constituent elements of the Group are
representative of the practice patient demographic, with a range of patient interests
represented
Practice Aims
To engage in the provision of health services in the local borough of Sutton,
working within The Sutton Consortia commissioning Group towards South West
London “ Better Services, Better Value” Project, based on the needs of the local
population, and to incorporate the borough commissioning priorities
 Better care closer to home initiative
 Patient Participation including experience and feedback
 Standards and quality of care
 Access


Referrals into secondary care (People being treated by the right
clinicians, in the right place at the right time)
Appropriate use of Accident and Emergency
Carshalton Fields Surgery
“Friends of the Practice”
Attendees:
Practice :
“Friends of the Practice”
Patient Group Meeting
26th January 2013-04-02
Minutes of Meeting
Ms S Nicholls (Practice Manager)
Dr R. K. Goel (GP Partner)
Dr Maria Carrasco
Guest Speakers:
Mr Aboo Koaheelee (Patient Representative)
Patient Representatives : Claire Shearer
Mollie Davis
Miriam Foad
Kathleen Chapman
Richard Gunning
Brian Doonar
`
Sara Stacey
Carl Brown
Apologies:
Aboo Koheeallee
Karen Page
Asha Sareen
Prem Sareen
Dulamani Liyanage
John Gavin
Introductions
All members were given their own “Friends of the Practice” folder pack including
agenda for discussions in the meeting.
Practice team members introduced them selves to the patients, and asked that
guest speakers and patients in turn to introduce themselves to the rest of the
group.
Practice Aims & Objectives: Discussed and explained
Principal of the health bill and will be supporting future commissioning of
services in relation to better care, better value.
Sutton Commissioning Group
Had a long discussion about the Sutton commissioning group, informed the
patients that the practice and all other Sutton GP’s have merged to form this
one commissioning group
Gave the patients an overview on the practice involvement along with
expectations
and targets given to practice regarding future care.
Patient informed that the commissioning group has its own “Patient Participation
Group”
The group is made up of 1 to 2 patients from each GP surgery in Sutton to help
gather information and give feedback on service needs of the local population
Information gathered will help the consortia to decide on future care pathways
for commissioning of services, in conjunction with patient views, needs and
expectations
The practice confirmed that we have 2 members in this group of patients, Mr
Aboo
Kohealee and Ms Karen Smith, both of them gave brief indication as to the role
they currently have within the whole Sutton CCG patient group representative
group.
Medicines Management
Patients informed of the practice recent audits undertaken, and explained that
generic medication was no different to branded medication but had a huge
difference in price due to licensing
Patients also informed that the Sutton PCT had prescribing officers, who
recommend and agree certain medications to be used in the community, which
was not just related to cost but was also related to quality and license
agreements.
Patient also informed that some medications are to be prescribed in secondary
care only, due to them been unlicensed in the community and therefore would
not be safe for a GP to prescribe these Hospital Only medications
A&E Attendances
Discussed and patients informed that after a practice Audit and follow-up to
attendances, that a lot of patient stated that they did not know out of hours
information, so went direct to A&E.
Patient also informed of alternatives to A&E and given the south west London
guide to other services
Patients informed of the charge made for every attendance, weather the patients
waits to be seen or not
Secondary Care Referrals
Patients informed about the range of community services we have in place and
the speciality services available to help in the prevention of inappropriate
referrals and emergency admissions into secondary care.
“Friends of the Practice”
Patients Agreed Practice Action Points
Agreed Patient Education:
 Out of hours Contact Information
 Where to go in an emergency
 Community Services
 Specialist available in the community
 Inappropriate A&E attendances
 The cost of A&E attendances
 The cost of Branded Medication v Generic
How to spread the word:
 SN - Practice Information Posters (Colour) Stand Out
 SN - Practice Leaflets to be produced with clear instructions for New 111
service including information on the minor injury unit
 SN - Practice Booklet to be Updated
 SN – Agreed Practice website to advertise clear Out Of Hours Instructions
and the New 111 service
 SN – Agreed Receptionist to be kept up to date regarding current services
an alternatives to A&E
 SN – Agreed to ask the local pharmacy to distribute information to the
public, and link up to start using the new pharmacy integration form
 All Patients – Agreed to spread the word in the local community
 All Patients – Agreed to hand out leaflets to other carers in community
 All Patients – Agreed to hand out leaflets in the local school news letters
 All Patients – Agreed to hand out leaflets in the local Day Centre for the
elderly
 All Patients – Agreed to hand out leaflets in the local Library
Other Suggestions
 SN – Agreed to speak to Mr Doonar regarding this New 111 Service, to see
where this will fit in to keeping patients informed and local residents of
services they have in the area
 SN – Produced “Inappropriate A&E Letter” – Now in use
 Mr Doonar has agreed that once new information leaflets are produced, he
will advertise them on the local Multiple Sclerosis and Parkinson website
which has approximately 157 members
 Sutton CCG and Link are now working together, and have good support in
favour of local community integration.
 Also keep in contact with Jeanette Garlic (Sutton Council)
 Also keep in contact with Wendy Farrell St Helier carers centre
The patient group have recommended that patient education was fundamental and
therefore should be bought to the consortia for them to initiate a borough campaign
to educate the patients regarding the above systems, and costs involved when
using services inappropriately, and alternative places to be seen
Patient Survey Results - Action Points
 The survey results, regarding extended hours was discussed and determined
that no further survey to be run , as the last two results favoured the “One
Late Night” opening
 Also decided that this should be targeted at workers, and carers as these
category’s may find it harder to attend surgery at any other time
 Patients thought the practice leaflet regarding clinician times, reception times
and nurses times could be more clearer as to who is in surgery and when and
we agreed to produce a leaflet confirming clinician days and times
 Also agreed to look further into booking appointments online, which may help
to reduce patients having a problem when trying to call through to the
surgery
Next Meeting to be held in June 2013
When We Are Closed
When We Are Closed
Out of Hours
When the practice is closed, please call NHS 111
NHS 111
You can download the practice brochure from the following link
Carshalton_Fields_Surgery-Information_-Brochure-2012.doc
A Quick Guide
(Medical Advice, Help and Treatment)
Seeking Advice
NHS 111
To get medical advice, please contact
. They have experienced staff on
duty 24 hours a day. There are also additional resources available on the Internet. The
BBC website (www.bbc.co.uk (www.bbc.co.uk/) ) provides comprehensive information on
various health issues. For non-medical queries please speak to the Practice staff who
will do their best to accommodate your questions
NHS Direct
In the case of urgent need when the practice is closed you can call NHS Direct
(www.nhsdirect.nhs.uk/) (0845 4647) to speak to a triage nurse. Your needs will be assessed
and advice offered or arrangements made for you to see a doctor.
Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the
surgery re-opens.
GP Led Health Centres
The Nearest GP led health Centre is atThe Wilson Health Centre, Cranmer Road, Mitcham,
CR44TP. You can contact the service on 020 3458 5100. If the surgery is closed we advise or
medical attention you to use the service or the walk-in Clinic. This health centre is open from
8am to 8pm, 365 days ayear. This clinic offers trained doctors.
Walk - In - Centre
The nearest walk-in clinic is in St. George’s Hospital, Tooting . The staff will assist you
promptly and efficiently. You can contact the service on 020 8700 0505 . When the surgery is
closed we advise you to use the walk-in Clinic. This clinic is open from 8am to 10pm daily .
This clinic offers trained doctors.
Urgent Care Centre
The Nearest Urgent Care Centre is Purley Hospital Urgent Care Centre, Brighton Road,
Croydon, CR8 2YL. You can contact the service on 020 8401 3000. If the surgery is closed we
advise or medical attention you to use the service or the walk-in Clinic. This Urgent Care
Centre is open from 8amto 7.30pm, 365 days a year.
Minor Injury Units
Queen Mary’s Hospital,
Parkway Health Centre,
Roehampton, Croydon,
SW15 5PN
CR0 OJA
Tel No: 020 8487 6999
Tel No: 020 8251 7225
Opens: 8am – 7.30pm Daily
Opens: Monday – Friday 2pm –
10pm
Saturday/Sunday – Midday – 10pm
Accident and Emergency
In the event of an accident/emergency that can NOT be dealt with at the above
centres, please go to A&E. The nearest A&E department is at St Helier Hospital.
Please note there is NOT an A&E department at Sutton Hospital
Call 999 in an emergency. Chest pains and / or shortness of breath constitute an
emergency.
You can find a full list of all your local pharmacies,
GP Led Health Centres, Walk-In Centres, Urgent Care Centres
And Minor Injuries Units at www.nhs.uk
or by calling NHS
(www.nhs.uk/)
DIRECT on 0845
46 47
Useful Contacts
Other Useful Telephone Numbers
Hospitals
St Helier and Sutton Hospitals
020 8296 2000
Royal Marsden Hospital, Sutton
020 8642 6011
Mayday Hospital, Thornton Heath
020 8401 3000
Epsom District Hospital …
01372 735735
St Anthony’s Hospital, Cheam
020 8337 6691
St Raphael’s Hospice, Cheam
020 8335 4575
St George’s Hospital, Tooting
020 8672 1255
Other Helpful Information
Age Concern
020 8770 4090
National Asthma Society
01372 723642
Alcoholics Anonymous
020 7403 0888
British Diabetic Association
020 7323 1531
Child line (Free)
0800 11 11 11
NSPCC-Child protection-Helpline
0808 800 5000
Citizens Advice Bureau
0870 128 8070
Pregnancy Advisory Service
020 8688 1985
Samaritans
0845 790 9090
Social Services
020 8871-7707
Drugs Helpline
0800 77 66 00
Local Specialised Care Services
Community Nursing

Community matrons (www.smcs.nhs.uk/community-nursing.asp#community)


District Nursing Service (www.smcs.nhs.uk/community-nursing.asp#district)
End-of-Life Care Service (www.smcs.nhs.uk/community-nursing.asp#endoflife)
Acute Therapy (www.smcs.nhs.uk/acute-therapy.asp)
 Children's Occupational Therapy
(www.smcs.nhs.uk/childrens-occupational-therapy.asp)
 Children's Physiotherapy (www.smcs.nhs.uk/childrensphysiotherapy.asp)
 Children's Speech and Language Therapy
(www.smcs.nhs.uk/childrens-speech-language-therapy.asp)
 Community Nursing (www.smcs.nhs.uk/communitynursing.asp)
 Community Rehabilitation Team
(www.smcs.nhs.uk/community-rehabilitation.asp)
 Contraception and Sexual Health Service
(www.smcs.nhs.uk/family-planning-contraceptive.asp)
 Diabetic Retinal Screening Service (DRSS)
(www.smcs.nhs.uk/diabetic-retinal-screening.asp)
 Dietetics Service (www.smcs.nhs.uk/dietetics.asp)
 Falls Service (www.smcs.nhs.uk/falls.asp)
 Health Visiting (www.smcs.nhs.uk/health-visiting.asp)
 Musculoskeletal Centre
(www.smcs.nhs.uk/musculoskeletal-centre.asp)
 Neurotherapy Team (www.smcs.nhs.uk/neurotherapy.asp)
 Outpatient Physiotherapy (Musculoskeletal)
(www.smcs.nhs.uk/outpatient-physiotherapy.asp)
 Older People's Assessment and Rehabilitation Service
(OPARS) (www.smcs.nhs.uk/opars.asp)
 Podiatric Surgery (www.smcs.nhs.uk/podiatric-surgery.asp)
 Podiatry (www.smcs.nhs.uk/podiatry.asp)
 Primary Care (www.smcs.nhs.uk/primary-care.asp)
 Rapid Response Team (www.smcs.nhs.uk/rapidresponse.asp)
 School Nursing (www.smcs.nhs.uk/school-nursing.asp)
 Short Breaks for Children Unit (respite)
(www.smcs.nhs.uk/short-breaks.asp)
 Specialist Nurses (www.smcs.nhs.uk/specialist-nurses.asp)
 Speech and Language Therapy (www.smcs.nhs.uk/speechlanguage-therapy.asp)
 Women's Health Physiotherapy
(www.smcs.nhs.uk/womens-health-physiotherapy.asp)
Staff Details
Doctors
Dr Maria Carrasco
MBBS,MRCGP.
Dr Anuja Bagudera
Nurses
Nurse Bola
Ekisola
Practice Nurse - Special Interest in COPD & Asthma
Nurse Gorretti
Okonmah
Our Practice Nurse runs a range of clinics and support for
patients with long term conditions which include:
Blood Pressure Monitoring,
Asthma and Chronic Obstructory Pulmary Disease (COPD)
Monitoring and Advice
Healthy Living Advice including Excercise and Diet Guidance
Cervical Cancver Screening
Sexual Health Awareness including Chlamiydia Screening and
Contraception Advice
Travel Vaccination and Advice
Removal of Sutures/Stiches
Wound Care Dressing
Babies and Children Immunisation
Influenza clinics and other vaccination programmes.
Please ask the receptionist for further information
Reception
The practice reception team are here to help you. They have a difficult
job to do, with phone calls and enquiries from every direction. When
telephoning for medical attention the receptionist may ask for a few
details. They have been trained to make these enquiries so that we can
help you in the most appropriate way. The reception staff will be
available to make routine appointments and provide information on
020 8643 3030.
Mrs Melanie Receptionist
Whitehair
Mrs Bev
Webster
Receptionist
Mrs Shelley
Fillingham
Receptionist
Mrs Angela
Back
Receptionist
Mrs Natalie
Varney
Receptionist
Secretaries
Ms Lina Treharne
Secretary
Community Midwives
Community Midwife – 020 8641 1324 The midwife is based at St. Helier Hospital,
Carshalton. You may contact her through the surgery or community midwives at St.
Helier Hospital. She runs the Antenatal Clinic on alternate Tuesdays. For more
information contact the receptionist.
Community Nurses
District Nurses – 020 8 554 2020 The district nurses are based at Green Wrythe
Lane Health Centre and have a major role in the management of patients at home.
Health Visitors
Health Visitor – 020 8647 0031 The health visitor is based at Shotfield Health
Centre and is concerned with maintaining the health of pre-school children and the
elderly. We run a well baby clinic twice monthly.
Attached Staff
Mr Trevor Mr. de Sa is a non clinical partner in the practice with Dr. Maria
de Sa
Carrasco. He is responsible for overseeing all non clinical work in the
practice.