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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.