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Queen's Crescent Surgery Queen's Crescent Surgery 10 Queen's Crescent Glasgow, G4 9BL Appointments/Enquiries: 0141 332 3526/1647 0141 332 3470 Repeat Prescriptions: 0141 332 1150 Fax: Website www.queenscrescentsurgery.co.uk When the surgery is closed call 111 (or) 08454 24 24 24 Welcome to Queen's Crescent Surgery With patient’s needs at the heart of everything we do, our website has been designed to make it easy for you to gain instant access to the information you need. As well as specific practice details such as opening hours and how to register, you’ll find a wealth of useful pages covering a wide range of health issues along with links to other relevant medical organisations. Get Well, Keep Well Of course we’re not just here for when you are unwell. Our team of healthcare professionals and back-up staff offer a number of clinics and services to promote good health and wellbeing whatever your medical condition. Join In We hope you enjoy having a look around the site and familiarising yourself with some of the online features such as ordering a repeat prescription. Access Disabled wheelchair access is available at the rear of the building. Our staff are always happy to extra help or assistance for those with disabilities, please contact reception. Travel Clinic It is important that you make an appointment with a Practice Nurse at least 6 weeks before you travel. (See the 'Travel' page for more information) Up to date number? Please check with a member of the reception team to ensure we have your most up to date mobile telephone number. Consultation Times Morning Afternoon Monday 08:50 - 11:00 15:30 - 17:50 Tuesday 08:50 - 11;00 15:30 - 17:50 Wednesday 08:50 - 11:00 15:30 - 17:50 Thursday 08:50 - 11:00 15:30 - 17:50 Friday 08:50 - 11:00 15:30 - 17:50 Weekend closed closed Extended Hours We offer extended opening hours between 07:00 - 08:00 for routine pre-booked appointments on Tuesdays, Wednesdays, Thursdays and Fridays. When We Are Closed If you need urgent medical assistance when the surgery is closed please call NHS24 on 111 (free) or 08454 24 24 24 (lo-call). The website can be found at www.nhs24.com (www.nhs24.com) . Out-of-hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the surgery re-opens. In a genuine emergency you should call 999. Chest pains and / or shortness of breath constitute an emergency. (www.nhs24.com) Staff Training The surgery will be closed for staff training on the following afternoons during 2014: Tuesday 14 January Tuesday 11 February Tuesday 11 March Tuesday 01 April Tuesday 13 May Tuesday 10 June Tuesday 08 July Tuesday 12 August Tuesday 09 September Tuesday 14 October Tuesday 11 November Tuesday 09 December Public Holidays The Surgery will be closed on the following public holidays during 2014: Wednesday 01 January Thursday 02 January Friday 18 April Monday 21 April Monday 05 May Monday 26 May Monday 21 July Monday 29 September Thursday 25 December Friday 26 December Appointments Consultations are by appointment only and can be arranged by telephoning our direct line or in person at reception. Please arrive on time - we reserve the right not to see late arrivals. Emergencies We provide emergency appointments which are available on the same day. These are reserved for urgent problems that cannot wait for a routine appointment. Due to these appointments being available at short notice it is not always possible for you to see your regular GP. During normal working hours, if there is an emergency that cannot wait for an appointment please notify our reception staff who will contact the duty doctor. Practice Nurses In a number of cases it might be worth considering an appointment with a practice nurse rather than a doctor. Practice nurses are qualified to deal with many conditions and you may be seen more quickly. Interpreter Service If English is not your first language and you require an interpreter please inform reception at the time of booking. Telephone Calls Our telephones are almost always in continual use particularly during consultation hours which may result in delays in your call being answered, We would be grateful if calls could be kept brief and restricted to essential enquiries. Cancellations If you cannot attend an appointment for any reason please inform us as soon as possible in order for us to give the slot to someone else. Home Visits Whilst we encourage our patients to come to the surgery, where we have the proper equipment and facilities available, we do appreciate this is not always possible. In this respect, if you do need a home visit, you can help us by calling reception before 10:00. You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed. Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls You can also be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years. Sickness Certificates You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website (www.hmrc.gov.uk/forms/sc2.pdf) . Evidence that you are sick If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay). It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise. You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist. Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP. Statement of Fitness for Work - ’Fit Note' The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help you return to work sooner by providing more information about the effects of your illness or injury. For more information see the DirectGov website (www.direct.gov.uk/en/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/Illorinjured/ DG_175850) (where this information was sourced) Repeat Prescriptions Patients on long term medication can order prescriptions in the following ways: By telephone - call the dedicated prescription line on 0141 332 3470. In person/post - tick the items required on the counterfoil issued with your last prescription and drop it in to the surgery or post it. If you want it posted back to you please enclose a stamped addressed envelope. Online - follow the link at the top of this page to complete a simple registration. A number of local pharmacies collect prescriptions from the surgery - further details are available from reception. Medication Reviews Patients on repeat medication will be asked to see a doctor, nurse practitioner or practice nurse at least once a year to review these regular medications and notification should appear on your repeat slip. Please ensure that you book an appropriate appointment to avoid unnecessary delays to further prescriptions. Please allow at least 24 hours for prescriptions to be processed and remember to take weekends and bank holidays into account. Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed. Any problems please telephone the surgery. Clinics & Services Clinics & Services In addition to GP consultations the practice offers a range of clinics and healthcare services: Chronic Disease Management Asthma Diabetes Heart Disease Hypertension Stroke Other Services Blood Tests Cervical Smears Child Health & Immunisations Contraception Dressings Health Screening & Education Injections Swabs Travel Advice & Immunisations - please give at least 6 weeks notice prior to travel. Travel Travel Vaccinations If you require any vaccinations relating to foreign travel you need to make an appointment with the practice nurse to discuss your travel arrangements. This will include which countries and areas within countries that you are visiting to determine what vaccinations are required. 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) Caribbean 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) %28central%29.aspx) Australasia and Pacific East Asia (www.fitfortravel.scot.nhs.uk/destinations/asia(www.fitfortravel.scot.nhs.uk/destinations/australasia %28east%29.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 Travelling in Europe If you are travelling to Europe a very useful booklet has been published with advice and guidance to help you get the most out of your holiday. To visit please click:http://ec.europa.eu/publications/booklets/eu_glance/86/en.pdf (ec.europa.eu/publications/booklets/eu_glance/86/en.pdf) (this is a large document and may take a minute or two to view) We recommend that you carry an EHIC card. Information regarding the card and a link to the application page can be found here: http://www.ehic.org.uk (www.ehic.org.uk) Non-NHS Services Non-NHS Services Some services provided are not covered under our contract with the NHS and therefore may attract charges. Examples include the following: Medicals for employment, sports and driving requirements (HGV, PSV etc.) Insurance claim forms Passport signing Prescriptions for taking medication abroad Private sick notes Vaccination certificates The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability. Community Health Glasgow City Community Health Partnership Glasgow City Community Health Partnership (GCCHP) was established in November 2010 and provides a wide range of community based health services delivered in homes, health centres, clinics and schools. These include health visiting, health improvement, district nursing, speech and language therapy, physiotherapy, podiatry, nutrition and dietetic services, mental health, addictions and learning disability services. As well as this, they host a range of specialist services including: Specialist Children’s Services, Homeless Services and The Sandyford. The Partnership are part of NHS Greater Glasgow & Clyde and provide services for 584,000 people - the entire population living within the area defined by the Local Authority boundary of Glasgow City Council. The Service Directory contains information and contacts for many of the services the partnership offer, including: Adult Protection Child Protection Emergency and out-of-hours care Addictions Asylum seekers Breast screening Breastfeeding Carers Children and families Dental and oral health Diabetes Dietetics Domestic abuse Employability Equality Healthy living Health centres Hospitals Housing and homelessness Learning disabilities Mental health Money advice Physiotherapy Podiatry Rehabilitation services Sexual health Rape and sexual assault Stop smoking Transport Young people Screening Programmes Breast Screening The Scottish Breast Screening Programme (SBSP) is supplied to Queen's Crescent Surgery by the West of Scotland Breast Screening Service (WOSBS). The WOSBS will invite eligible women aged between 50 and 70 years old to attend a screening session for breast cancer. The WOSBS will send individual invites to women every three years. The cycle inviting eligible women in our area for screening will be Summer 2014. Women who are not automatically invited, may arrange a direct appointment by contacting the service directly. It is up to you to decide if you want to have breast screening or not. This booklet will help you with your decision. The surgery can offer limited advice regarding individual circumstances, however WOSBS will be happy to discuss your individual questions and requirements. link. Test Results Test Results When you attend for a test of any kind you will be told how long you should expect to wait for the results. Please bear this in mind and call the surgery after morning consultation hours once sufficient time has elapsed. Our reception / administration staff are not clinically trained to comment on results, therefore, it is your responsibility to check them and make any necessary follow-up appointment with the doctor. Please note that we do have a strict policy regarding confidentiality and data protection. In this respect we will only give out results to the person they relate to unless that person has given prior permission for their release or if they are not capable of understanding them. Blood Tests Blood Tests A blood test is when a sample of blood is taken for testing in a laboratory. Blood tests have a wide range of uses and are one of the most common types of medical test. For example, a blood test can be used to: assess your general state of health confirm the presence of a bacterial or viral infection see how well certain organs, such as the liver and kidneys, are functioning A blood test usually involves the phlebotomist taking a blood sample from a blood vessel in your arm. and the usual place for a sample is the inside of the elbow or wrist, where the veins are relatively close to the surface. Blood samples from children are most commonly taken from the back of the hand. The child's hand will be anaesthetised (numbed) with a special cream before the sample is taken. You can find out more about blood tests, their purpose and the way they are performed on the NHS Choices (www.nhs.uk/Conditions/Blood-tests/Pages/Introduction.aspx) website. X-Ray X-Ray An X-ray is a widely used diagnostic test to examine the inside of the body. X-rays are a very effective way of detecting problems with bones, such as fractures. They can also often identify problems with soft tissue, such as pneumonia or breast cancer. If you have a X-ray, you will be asked to lie on a table or stand against a surface so that the part of your body being X-rayed is between the X-ray tube and the photographic plate. An X-ray is usually carried out by a radiographer, a healthcare professional who specialises in using imaging technology, such as X-rays and ultrasound scanners. You can find out more about x-ray tests, how they are performed, their function and the risks by visiting the NHS Choices website (www.nhs.uk/conditions/x-ray/Pages/Introduction.aspx) . Registration New Patient Registration We accept new patients from the following postcodes: G1: Merchant City G2: Blythswood Hill G3: Anderston, Finnieston, Garnethill, Park, Woodlands, Yorkhill G4: Calton, Cowcaddens, Drygate, Kelvinbridge, Townhead, Woodlands, Woodside G11: Broomhill, Partick, Partickhill G12: West End, Cleveden, Dowanhill, Hillhead, Hyndland, Kelvindale, Botanic Gardens, University of Glasgow G13: Anniesland, Knightswood, Yoker G14: Whiteinch, Scotstoun G15: Drumchapel To register you will need to complete the following registration form and bring it with you to your registration appointment along with valid forms of photographic identification and evidence of your new address. Application to register permanently with a General Medical Practice Alterntaively, you can complete the form online by following this link. This form will provide useful information whilst we wait for your medical records to arrive from your previous doctor. New patient registration appointments are available each morning Monday to Friday, please contact reception for further details. The Royal College of General Practitioners has produced a useful guide for patients about the services on offer at GP Surgeries and how to access them. You can download the guide below. A patients guide to GP services in the UK Registering Online Online 'Pre-Registration' With The Practice If you wish to pre-register click on the link below to open the form. When you have completed all of the details, click on the "Send" button to mail your form to us. When you visit the surgery for the first time you will be asked to sign the form to confirm that the details are correct. Pre-registration Form When you register you will also be asked to fill out a medical questionnaire. This is because it can take a considerable time for us to receive your medical records. There is an online version of this file too, which you may fill out and send to us. When you come to the surgery you will be asked to sign this form to confirm that the details are correct. Online Medical Questionnaire For New Patients Note that by sending the form you will be transmitting information about your self across the Internet and although every effort is made to keep this information secure, no guarantee can be offered in this respect. Alternatively you may print off a registration form, fill it out and bring it in with you on your first visit to the practice. Application to register permanently with a General Medical Practice Temporary Residents Temporary Registration If you are ill while away from home or if you are not registered with a doctor but need to see one you can receive emergency treatment from the local GP practice for 14 days. After 14 days you will need to register as a temporary or permanent patient. You can be registered as a temporary patient for up to three months. This will allow you to be on the local practice list and still remain a patient of your permanent GP. After three months you will have to re-register as a temporary patient or permanently register with that practice. To register as a temporary patient simply contact the local practice you wish to use. Practices do not have to accept you as a temporary patient although they do have an obligation to offer emergency treatment. You cannot register as a temporary patient at a practice in the town or area where you are already registered. Download the Temporary Resident Registration Form Practice Policies Did Not Attend policy Queen's Crescent Surgery has a published policy relating to patients who continually fail to attend / change / cancel their pre-arranged appointment. This policy can be downloaded here and all patients are asked to adhere to the policy at all times. Zero-Tolerance Policy Queen's Crescent Surgery has a published policy relating to zero tolerance behaviour received from patients / relatives. This policy can be downloaded here and all patients are asked to adhere to the policy at all times. Confidentiality & Medical Records The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances: To provide further medical treatment for you e.g. from district nurses and hospital services. To help you get other services e.g. from the social work department. This requires your consent. When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know. Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff. Freedom of Information Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager. Complaints We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. Access to Records In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so. Staff Details Doctors Dr Andrew D Crighton MB ChB DRCOG Dr Janet S Chapman MB ChB BSc MRCGP DRCOG Dr Ibtesam A Ali MB ChB DCH DFFP Nurses Ms Irene Davidson RGN RM Mrs Marie Kinski RGN Mrs Alison RGN Harkness Practice nurses are qualified and registered nurses. They can help with health issues such as family planning, healthy living advice, blood pressure checks and dressings. The practice nurses run clinics for longterm health conditions such as asthma or diabetes, minor ailment clinics and carry out cervical smears. Practice Management Mr Mathew Pay FdA, BA(Hons), MBA, PGCert, MIHM, Chartered MCIPD, MRCGP Mathew is involved in managing all of the business aspects of the practice such as making sure that the right systems are in place to provide a high quality of patient care, human resources, finance, patient safety, premises and equipment and information technology. Mathew also supports the GPs and other medical professionals with delivering patient services and also helps to develop extended services to enhance patient care. Administration Mrs Jane Lawlor Mrs Pamela Latta Deputy Practice Manager Mrs Audrey Guthrie Ms Kirsteen McCall Mrs Ann Robb Mrs Karen Whiteford Mrs Anne Saunders Mrs Elizabeth Will Community Nurses The District Nursing Team can be contacted on the following details: 120-130 William Street Glasgow G3 8UR Tel: 0141 314 6200 Fax: 0141 314 6255 Services offered by this team include: Challenging Behaviour Rehabilitation Services Dietetics District Nursing Services Physiotherapy Podiatry Health Visitors A health visitor is a registered nurse who has received training particularly related to babies, children and pregnant women. Their role is to provide families with children under five years old with support and advice around the general aspects of mental, physical and social wellbeing. Mrs Carol McGloin