Download Patient Information Leaflet

Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
PATIENT INFORMATION LEAFLET
(April 2016)
ROSLEA SURGERY
51 Station Road, Bamber Bridge, Preston, PR5 6PE
Website: www.rosleasurgery.co.uk
Telephone numbers: 01772 310100
Emergencies 111
Opening Hours
When this Practice is closed (6pm-8am) the Out Of Hours (OOH) service is provided by
calling 111.
DAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
SUNDAY
OPENING HOURS
8am – 6pm (telephone open til 6.30pm)
8am – 6pm (telephone open til 6.30pm)
8am – 6pm (telephone open til 6.30pm)
8am – 6pm (telephone open til 6.30pm)
8am – 6pm (telephone open til 6.30pm)
9am – 3.30pm (until March 2017) at Riverside Medical
Centre
Closed
Introduction
At Roslea we aim to provide our patients with the highest possible standards of medical care
and to treat our patients with respect and courtesy. This leaflet explains the range of
medical care that we offer from booking an appointment with one of our team of doctors or
with one of our practice nurses and the range of special clinics and services that we offer.
Further information is made available on the television in the Waiting Room and is regularly
updated on our website.
We are a group practice and your name is registered with the practice and not with an
individual GP Partner. If you would like to express a preference of practitioner this can be
recorded on your computer notes, but we cannot guarantee that you will always be able to
see your preferred GP.
We welcome feedback from our patients. If you wish to let us know anything about our
services you can speak a member of staff or to the Practice Manager.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
Partnership
There are three partners at the Practice:
Dr David R Moore (Male)
Dr Hugh Alexander (Male)
Dr Anthony P Nally (Male)
Salaried GP’s
Dr Olivia Moore (Female)
Dr Nicola Wilson (Female)
Dr Katie Baggaley (Female)
Our Staff
PRACTICE MANAGER
Michelle Quinn
Michelle deals with all elements of the business and 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. The practice
manager supports the GPs and other medical
professionals with delivering patient services and also
helps to develop extended services to enhance patient
care. Michelle deals with all financial aspects, probity
and overseeing the day to day running of the practice.
OFFICE MANAGER
Paula Mason
Paula deals with all Patient Administration functions
and ensuring patients are recalled in a timely manner
manages the appointment books, keeping the web site
up to date and referrals
The Teams
Nursing Team
Doreen Brown
Gina Entwisle
Emma Butler
Natalie Maxfield
We have a nursing team, Practice Nurses, Treatment
Room nurses Advanced Health Care Assistant and
Healthcare Assistant.
Our 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.
Within the Treatment room you can expect nurse to
assist with Minor Surgery, injections, smears,
vaccinations, etc and our Healthcare Assistants support
practice nurses with their daily work and carry out
tasks such as phlebotomy (drawing blood), blood
pressure measurement and new patient checks. They
may act as a chaperone when a patient or doctor
requests one.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
Reception Team
Susan Walker
Margaret Fry
Marie Johnson
Cheryl Lyttle
Sharon Edwards
Pamela Beddow
Ashley Ord
Patient Admin Team/ Stella Tyrer
Medicine
Charlotte
Management
Bretherton
Val Wilson
A dedicated team of Patient Support Receptionists help
in arranging appointments and assisting patients on
how to access other healthcare services, give our
information for you to register for on line services and
keep you up to date on anything that is changing.
These individuals deal with all the post,
correspondence from contacts you have had at the
hospital, out of hours and ensure that your notes are
kept up to date
These individuals will register new patients. Charlotte
deals with insurance reports and solicitors requests are
dealt with at the same time dealing with queries from
the hospital on your behalf.
Opening times
The Reception is open from 8am-6pm Monday to Friday when you can make appointments
in person and drop off or collect prescriptions.
Telephoning the Practice
We answer the majority of our calls within one minute. It takes a little longer during our
busiest times (8-9am). If your call is not urgent please call later in the day. Our telephones
are answered from 8am-630pm.
Making an Appointment
You can make appointments by phone 01772 310100
To help us provide a better service to all our patients, if your call is not urgent please phone
after 10am. You can also book and cancel appointments on-line once you have registered
with us for this service. This is via Patient Access and included in this pack is details and also
forms of identification required to register.
Please ask at Reception for details of how to join the online services.
If you wish to see a particular doctor it is advisable to book in advance. If you feel the
problem is urgent please give details to our receptionist. Urgent problems will always be
seen on the same day, although it may not be with your usual doctor
We aim to see all patients within 20 minutes of their appointment time, however this may
not always be possible (due to medical emergencies). If there is a delay you will be informed
by the receptionist and offered the choice of waiting or be offered another appointment.
The appointment system operates both for your convenience and to aid the doctor and
should be one patient to one appointment. It does help if you only present your doctor with
one or two problems at each consultation, rather than saving them up; if you think your
consultation will last longer please let the receptionist know.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
On The Day Appointments
Some appointments are available on the day of booking for clinically urgent issues.
Please note that the doctors cannot deal with multiple problems during a routine 10 minute
appointment and if you feel your medical condition requires a longer appointment please
ask the receptionist for a double appointment
GP Telephone Consultations
In some case you may be offered a telephone consultation with a doctor instead of
attending the practice in person. The doctor will have access to your medical records during
his or her call.
Automatic Check-In Screen
To avoid having to queue at Reception you can book in for your appointment on the
Automatic Book-In Screen situated to the left of the Reception Desk.
Simply press Begin then respond to the prompts to select your Gender, Month of Birth and
Date of Birth. You will then be asked to confirm your time of appointment and who your
appointment is with. Reception staff are happy to assist you if you get stuck.
Calls From the Practice to Patients
Please be aware that should anyone within the Practice call you one of the Practice’s
telephone numbers no caller id will be displayed.
Home Visits
All requests for a home visit are reviewed by a GP who will decide if this is required for
clinical reasons only. The GP may telephone beforehand or offer a telephone consultation.
Home visits can be requested by calling 01772 310100 before 10.30am.
Cancellation of appointments
If for any reason you find you no longer need an appointment that you have booked, please
telephone and tell the Receptionist you wish to cancel. This will then allow us to be able to
offer this appointment to another patient. Patients who don’t do this waste hours of clinical
time and prevent us from being able to offer the appointment to others. Please refer to our
Do Not Attend policy (DNA) included in this pack. You can also cancel your appointments
via Patient Access online.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
Go to the Pharmacy to get help with the following:
Minor Illnesses
Cuts and grazes
Minor scald/burns
Bites/stings
Emergency Contraception
Minor skin infections/rashes
Minor eye conditions
Stomach upsets
Coughs, colds flu-like symptoms
Common illnesses
Asthma attacks
Abdominal pain
Back pain
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
You should call the Receptionist on the day you need to renew a fit note as a GP cannot
issue one until the day it runs out. In most cases you are not required to produce a ‘return
to work’ fit note.
Repeat Prescriptions
If you are receiving regular treatment we may agree to let you have a repeat prescription
without consultation. Repeat prescribing is computerised. Each prescription has an attached
printout which you will need for your next request for a repeat prescription. Requests for
repeat prescriptions without consultations may be made:



By post, enclosing a stamped addressed envelope, allow 3 days for delivery.
In person at the dispensary in the surgery. Please give 2 working days’ notice.
Online via the link at the top of this page. Please ask for details. Please give 2
working days’ notice.
Prescriptions ordered over the weekend will be ready on Wednesday
Please note - WE CANNOT ACCEPT VERBAL REQUEST FOR REPEAT PRESCRIPTIONS.
If you choose for your script to go to a local pharmacy directly then please allow at least 3
days for this to be processed by the Practice and the Pharmacy.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
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 being issued.
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.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
Clinics & Services
We offer a complete range of health care services including the following:
Baby Clinic
This clinic is for child development check, immunisations and discussing any possible
problems you may have with your baby.
By appointment only (Please do not bring ill children to this clinic)
Antenatal Clinic
By appointment with the midwife. Maternity care is provided by the community midwife in
conjunction with the doctors and general antenatal care is shared with the hospital.
Thursdays – 1300 - 1530
Asthma Clinic
This clinic is run by our practice nurse who is specially trained in asthma care. Asthma topics
include the disease process, inhaler techniques, types of treatment, monitoring and selfmanagement plans.
Diabetic Clinic
This clinic is run by our practice nurse who is specially trained in diabetic care. Diabetic
topics covered include; risk factors, long term complications and their prevention, blood
sugar monitoring and control.
Travel Vaccines
Some immunisations are available on the NHS but others incur a fee. The practice nurse will
advise you on this point. Please make an appointment at least 8 weeks before you are due
to travel. More details are available on the above tab.
Annual Flu Clinics
Influenza vaccinations are offered to patients who are over 65 or in ‘at risk’ groups because
they
 have a chronic condition including:
 Chronic Respiratory Disease
 Diabetes (requiring insulin or oral hypoglycaemic drugs)
 Asthma (requiring continuous or repeated use of inhaler or tablets)
 Chronic Heart, Kidney or Liver Disease
 Vaccinations are also offered to carers of ‘at risk’ patients.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
Clinics are run in October and the dates are made available in the surgery and you should
look out for this so you can start booking your appointment in September.
Individual invitation letters are not sent to patients in the first instance.
Cervical Smears
This important test will be carried out by one of our (female) practice nurses-appointments
should be made at reception. We operate a recall system and you will receive a letter
inviting you to have a smear test at appropriate intervals.
Non-NHS Services
Some services provided are not covered under our contract with the NHS and therefore
attract charges. Examples include the following:
1.
2.
3.
4.
5.
6.
Medicals for pre-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.
Test Results
Ask your doctor or nurse how long the results will take to come through and then either ring
or call into the surgery between 11:00 and 15:00. Please do not telephone during surgery
times. You will be told if your results are normal or if you need to see 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 Test
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
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk

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.
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.
New Patient Registrations
All new patients will be asked to complete a GMS1 form, prove identity. Complete a health
questionnaire and attend for a health check with one of our nurses within one month of
registering. The questionnaire is a useful opportunity to assess your present health and
gather some information about your medical history before we receive your full NHS
records from your previous practice.
When you register you will also be asked to fill out a medical questionnaire included in the
pack and bring it with you to your new patient appointment. This appointment will take 20
minutes and completes the registration process.
Freedom of Information
Information about the General Practitioners 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.
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.
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 see leaflet in this pack and if you need to raise a complaint
then please ask a member of staff for a form.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
We operate an in-house complaints procedure in accordance with current NHS guidelines.
Written complaints should be addressed to Michelle Quinn, the Practice Manager or Paula
Mason, the Office Manager . An initial acknowledgement will be made within 3 working
days and dependent on the nature of the complaint we aim to respond within ten working
days. Alternatively you can discuss your concerns with either Michelle or Paula.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice
has the right to remove violent 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 records the fact of the removal and the circumstances leading to it.
Carers
We would like to know if you look after an adult who is sick, disabled or frail. This may be for
a partner, parent, friend or relative and you may be a child providing this care. Please let
Reception know and request an information pack.
•
We recognise the importance of identifying Carers and helping them to
obtain the level of support and resources to which they are entitled.
•
Anyone who provides a regular and substantial amount of care for someone
aged 18 or over has the right to ask Social Services for a Carer’s Assessment.
NHS Services and Specialist Clinics
We work with other health care agencies to provide additional specialist clinics for our
patients. These include anti-coagulation (Warfarin) clinic.
Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website: www.rosleasurgery.co.uk
You as a patient
Data Protection
Safeguarding confidentiality is of paramount importance to us. All information held by us is
subject to the Data Protection Act (1998). This includes the requirements that personal data
can only be held for specific purposes and cannot be used for purposes other than that for
which it was collected. All information held is strictly confidential.
Access to Your Information and Your Rights
The people who care for you (including Practice staff) use your records to provide a good
basis for all health decisions made by you and healthcare professionals to ensure your care
is safe and effective. We use anonymous information, wherever possible, but on occasions
we may use personally identifiable information (usually only your NHS Number) for essential
NHS purposes such as research and auditing. However, this information will only be used
with your consent, unless the law requires us to pass on the information.
You have the right to confidentiality. You also have the right to ask for a copy of all records
about you (you may have to pay a fee). If a member of your family wishes to discuss your
medical care with a doctor or nurse we will require your written permission for this, a form
is available from Reception.