Download practice information leaflet

PRACTICE INFORMATION LEAFLET
Dr Nick Wilson & Dr Judith Matthews
The Medical Centre
Carlton Road
Helmsley
York
YO62 5HD
Tel: 01439 770288
Day and Night
Dr Nicholas J Wilson
MBBS London 1988
DRCOG
Dr Judith F Matthews
MA BM BCH 1995 Oxford
DCH DRCOG DFFP MRCGP
Updated 26th February 2015
HEALTH CARE FOR THE WHOLE FAMILY
The practice has a 12-mile radius centred on Helmsley. It is based in modern, purpose-built
premises with ample free parking. Also on the same site is Helmsley Pharmacy, which
dispenses prescriptions and offers a full range of over-the-counter products, as found in any
High Street chemist. A pharmacist is available during opening hours to offer advice and
guidance, plus provide other pharmacy-based services. Helmsley Medical Centre and
Helmsley Pharmacy are designed for access by the disabled and suitable toilets are available.
Baby changing facilities are provided and there is a corner of the waiting room designated for
use by children.
Dr Nicholas James Wilson
MB BS London 1988
DRCOG 1992
Dr Judith Frances Matthews
MA BM BCH Oxford 1995
DRCOG 1999, DCH 2000, DFFP 2000, MRCGP 2001
The doctors have both undertaken additional training in obstetrics, child health and family
planning.
Practice Manager:
Assistant Manager:
Nurse Practitioner:
Practice Nurses:
Phlebotomist
Team of Receptionists
Heather White
Philippa Clark (also Carers’ Link)
Kay Carter
Chrissie Wilson, Gloria Teasdale
Laura Simms
We take confidentiality seriously and each staff member is bound by the same rules of
confidentiality as the doctors.
TO REGISTER AS A PATIENT
Please bring your medical card, your repeat medication list and details of your last doctor. If
you wish to specify a doctor please state so on the form. You will normally see the doctor for
whom you have stated a preference. At the time of registration we will offer an opportunity
for an appointment to see the nurse for a new patient check or to discuss medication. If you
have a complicated medical history it may be more appropriate for you to have this check
with the doctor.
HOW TO ACCESS OUR SERVICES
Doctors
The surgery is open on Monday from 8.30 am – 6.00pm and 6.30pm – 7.25pm and from
Tuesday to Friday from 8.30am – 6.00pm, except between 12.00 – 1.00pm on Wednesday.
Appointments can be made by telephoning 01439 770288.
Telephone lines are manned between the hours of 8.00am – 6.00pm, Monday to Friday.
Updated 26th February 2015
How to book an appointment:

A routine appointment
To book a routine appointment phone during surgery hours and you will be offered an
appointment with the member of the clinical team deemed most suitable to help with
your problem. Our receptionists will ask you to give a brief indication of your
problem for triaging purposes; please note our staff are bound by the same rules of
confidentiality as the doctors.

Medically urgent appointment (within 48hours)
If you feel that your problem needs to be seen more urgently due to medical reasons
then phone before 10am so that we may try to accommodate you on that morning.
This allows us to assess your illness and arrange any investigations that may need to
be sent on to the hospital, blood tests and samples leave the surgery at 11am. A
limited amount of appointments have been made available at the end of morning to
accommodate such medically urgent problems.
Each appointment lasts 10 minutes and is designed for one problem so if your
consultation is likely to be lengthy then please discuss this with the receptionist who
may offer you a double appointment.
Morning surgery
From 9.00 a.m.
Afternoon surgery
Surgery times vary, please see the enclosed timetable
Medical emergencies will be accommodated
Home visit requests, telephone consultations and messages
Please telephone BEFORE 10.30a.m. and give a brief indication of your problem to
the reception staff. If they are unable to help they will pass a message on to the triage
nurse or doctor who will then contact you. Please remember to leave your mobile
telephone number if you are likely to leave the house or tell the receptionist when you
will be available.
Please help us to help you. If you feel your problem needs to be dealt with on that
day then phone as early as possible to give us a chance to assess and
accommodate your request. This allows us to prioritise our work load and visits
accordingly. We cannot guarantee that we will be able to deal with non urgent
requests coming late; consequently they may be dealt with on the following day.
When the surgery is closed
Details of the Out of Hours services can be accessed by telephoning the Medical Centre
number 01439 770288. For minor problems and dental issues phone 111 at any time. This
is NHS111 which replaces NHS Direct. If you have a life-threatening medical situation
please phone 999.
Updated 26th February 2015
Nurse Practitioner
Our Nurse Practitioner is fully trained in minor illnesses and can prescribe as appropriate.
Practice Nurses
Please see the attached timetable. They are available for telephone consultation and by
appointment for the following:








treatment of minor wounds or injuries
change of dressing
removal of stitches
routine blood pressure checks
blood and urine tests
treatment of blocked ears
vaccinations (routine boosters)
travel advice








ECG tracings
breast examination technique
smear tests (cervical cytology)
diabetic review/advice
general health checks
weight monitoring advice
‘Stop Smoking’ support
new patient health checks


heart disease
diabetes
We have specialist clinics for the following:


asthma
high blood pressure
Timetables are attached separately for consulting time for the GPs and Practice Nurses.
Our “do-it-yourself” blood pressure monitor is located in the waiting area. Please ask our
Receptionists for help if needed. We also have blood pressure monitors for you to use at
home.
Repeat Prescriptions
These can be requested by ticking all items you require on the slip issued with your
prescription and placing it in the wooden box by the front door. If you have requested your
prescription to go to Helmsley Pharmacy please allow 48 hours for your prescription to be
dispensed. If possible, order all items required for the following month.
Helmsley Pharmacy offers an Advanced Monthly Ordering Service (AMOS). Regular
medication can be added to the AMOS and prepared in advance ready for your collection
without the need to submit a repeat prescription. Please speak to the Pharmacist if you are
interested in this service.
Non-urgent services by telephone
Please try and phone between 11.00am and 3.00pm for:
 general enquiries
 repeat prescriptions
 test results (please allow five days for results to reach the practice)
Updated 26th February 2015
HELMSLEY PHARMACY
The Pharmacy is open Monday to Friday from 9.00am – 5.30pm. It can be accessed
either through the Medical Centre waiting area or directly from the car park.
During opening hours a Pharmacist will be present for advice on over-the-counter or
prescription medications and how to get the most benefit from your medicines.
Medicines are dispensed in child resistant containers unless requested otherwise. A Dosette
(Nomad) box service is available on request.
It can dispense prescriptions issued by any doctor/surgery. Regular repeat prescriptions can
be added to the Advanced Monthly Ordering Service so that they are automatically prepared
for collection. A delivery service (Tuesdays and Thursday afternoons) is available for
housebound patients only.
A wide range of Pharmacy-based services, such as individual medication use reviews are
available. Please speak to the Pharmacist for details.
Any unwanted medication can be taken to the Pharmacy for safe disposal.
OTHER CLINICS AND SERVICES
The following health care professionals attend the Medical Centre (see telephone numbers at
the end of leaflet):



District Nurses
Midwife
Physiotherapist

Ryedale Community Mental Health Team




Health Visitors
Carers’ Resource Support Officer
Community Counselling
Podiatrist
Health Checks
Patients may request to have a medical check up every 3-5 years if they have not been seen
during that time. Appointments can be made with the doctor or the practice nurse. If the
patient is 75 or over, this can be yearly and the consultation can take place in the home of the
patient where, in the reasonable opinion of the GP, it would be inappropriate, as a result of
the patient’s medical condition, for the patient to attend the practice premises.
Women and family health
 Contraception and advice including removal of coils. For fittings please attend a
Family Planning Clinic.
 Pre-pregnancy planning
 Ante-natal care and midwifery services
 Menopause advice
 Cervical smear clinics
 Breast screening – the screening unit attends every three years, please ask for details
 Well Baby Clinics - held in Helmsley [at the Methodist Church Hall] on the 1st and 3rd
Wednesday of the month 2.00pm – 3.30pm. Health Visitors Tel 01439 770503
 Childhood immunisation clinics - by appointment
Updated 26th February 2015
Minor Surgical Procedures
Undertaken by the doctors (by appointment) – for example, removal of skin lesions.
Minor Injuries
Many may be dealt with at the surgery but some will be referred on to the Minor Injuries’
Unit at Malton Hospital or an Accident & Emergency Department. Please telephone in
advance to ensure a doctor is available.
Non NHS services
We provide non-NHS services for which we charge the standard fees. These include medical
examinations and completion of certificates; please enquire about the charge before
attending.
Sickness Certificates
If you are absent from work for seven or more days – your doctor will provide a certificate.
Absence from work for up to 7 days – patients complete a self-certification form
Helmsley Carers
In conjunction with Ryedale Carers’ Resource we support people who are caring for others at
home. Please contact Karen Rutter or Philippa Clark for further information.
Medical Students
We work very closely with Hull and York Medical School and as such often have final year
medical students working alongside our GPs. You will always be made aware of this at the
time of booking your appointment and may be asked if you would be willing to see the
student as well as the GP and we very much appreciate your support.
HELP US TO HELP YOU
It is your right to expect and our intention to provide the highest standard of service and
access possible to our patients. As such we ask that our patients take some responsibility for
this as we can only do this with your help. Please:








Use the morning surgery if you are acutely ill as it gives us the opportunity to assess
your illness and to get blood tests or other investigations done on that day.
Request a home visit only when you are too ill to attend the surgery. It is helpful if
you are able to describe the problems so the doctor can assess the urgency of the call.
Request repeat prescriptions in plenty of time. We ask for at least 48 hours notice.
Please arrive on time if you have an appointment and let us know if you are unable to
keep an arranged appointment so that we can allocate that time to another patient.
Only use the Out-of-Hours service for problems that cannot wait until the next
surgery.
Use our Patients’ Suggestions Box located in the waiting room to give constructive
feedback on what we do right and what we could do better.
Where possible giving the receptionists a brief indication of your problem for triaging
purposes (allocating sufficient time with the most appropriate clinician)
Treat all health care staff in a reasonable and courteous manner. They are there to
help you. Please treat them as you wish to be treated yourself.
Updated 26th February 2015

Patients exhibiting violent and abusive behaviour whilst at the surgery will be asked
to leave. If they refuse to do so we may call the Police to remove them from the
premises.
General practice is continually changing and it is our policy to consider the latest ideas and
adopt them where we feel they are beneficial to the practice as a whole.
COMPLAINTS PROCEDURE
We strive to give you the best possible care and attention but there may be times when you
feel this has not happened. We have a practice complaints procedure and if you wish to make
a complaint please telephone or write to our Practice Manager. She will provide you with a
written copy of our complaints procedure, take full details of your complaint and decide with
you how best to proceed. Please note that we have to respect our duty of confidentiality to
our patients and written consent will be necessary if a complaint is not made by the patient in
person.
We hope to deal with your concerns fully, give you an explanation and discuss any action
that may be taken. We hope that, at the end of the informal meeting, you will feel satisfied
the matter has been resolved. However, if this is not possible, we can suggest other ways of
dealing with your complaint.
NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT.
Tel: 03003 11 22 33
E-mail: [email protected]
Cloverleaf Advocacy Service, Tower Court, Oakdale Road, Clifton Moor, York, YO30 4XL
Tel: 030 00 12 42 12 Fax: 01904 438444
E-mail: [email protected]
Website: www.helpwithnhscomplaintsnorthyorks.org
The NHS Commissioning Board can help refer unresolved complaints to the independent
Parliamentary and Health Service Ombudsman – write to Millbank Tower, Millbank,
London. SW1P 4QP or call 0345 015 4033
www.ombudsman.org.uk
DATA PROTECTION
All staff within the medical centre with access to patient information are bound by the same
code of confidentiality.
There is a possibility of anonymised or patient-identifiable information being disclosed for
the purpose of the provision of healthcare services within the NHS. This does not affect your
rights under the Data Protection Act.
May we take this opportunity to welcome you to our practice and ask you to complete the
questionnaire. This will give us some details about you prior to our receiving your medical
records. If you have any problems please do not hesitate to ask for help either from the
staff or the doctors
Updated 26th February 2015
Useful telephone numbers
Medical emergencies
999 or 01439 770288 - 24 hours/365 days a year
NHS 111
111
Surgery fax number
01439 771169
Prescription requests
01439 770288
Helmsley Pharmacy
01439 770099
District Nurses
01751 434911
Health Visitors
01439 770503
Podiatry (Chiropody)
01723 342822..(All calls handled at Scarborough)
Scarborough Hospital
01723 368111
Malton Hospital
01653 693041
Physiotherapy, Kirkbymoorside
01751 431207
York District Hospital
01904 631313
Friarage Hospital, Northallerton
01609 779911
James Cook University Hospital
01642 850850
Registrar, Births & Deaths: all sites same number
Scarborough
01609 780780
York
01609 780780
Malton
01609 780780
Northallerton
01609 780780
Social Services
08459 501555
Citizens’ Advice Bureau, Malton
01653 692740
NHS England – York
01904 601197
British Pregnancy Advisory Service 08457 304030
Community Counselling
0844 800 4462 www. [email protected]
Crisis Call (an out-of-hours service 0800 501254
for people in distress)
Carers’ Resource, West Ayton
01723 850155
Relate (marriage guidance)
Scarborough
01723 369858
York
01904 625971
Samaritans
Scarborough
01723 368888
York
01904 655888
National phone line
0845 7909090
Nearest Walk-In Centres:
Urgent Care Unit,
York Hospital
Situated at Accident & Emergency Dept
Castle Health Centre
Scarborough
0330 1239278
Updated 26th February 2015
DOCTORS AND NURSE PRACTITIONER
MORNING – appointments
AFTERNOON - appointments
MONDAY
Dr. Wilson
Dr. Matthews
Kay Carter
9.00 – 11.10
9.00 – 10.50
9.00 – 11.30
Dr. Wilson
Dr. Matthews
Kay Carter
3.00 – 5.30; 6.30-7.10
3.00 – 5.30; 6.30-7.00
1.30 – 4.00
TUESDAY
Dr. Wilson
9.00 – 11.10
Dr. Wilson
Kay Carter
2.30 – 5.30
1.30 – 4.30
WEDNESDAY
Dr. Matthews
Kay Carter
9.00 – 10.50
9.00 – 11.40
Dr. Matthews
3.00 – 5.20
THURSDAY
Dr. Wilson
Kay Carter
9.00 – 10.50
9.00 – 11.20
Dr. Wilson
2.30 – 5.30
FRIDAY
Dr. Wilson
Dr. Matthews
Kay Carter
9.00 - 11.10
9.00 – 11.10
9.00 – 11.20
Dr. Wilson
Dr. Matthews
2.30 – 5.30
2.30 – 4.30
PLEASE NOTE this represents a NORMAL WORKING WEEK but there will be changes to
accommodate holiday, training and sickness absence.
PRACTICE NURSES
GLORIA
MONDAY
TUESDAY
9.00 – 12.30
2.00 – 5.00
WEDNESDAY
9.00 – 12.00
13.00 – 4.30
Phlebotomist
[Times may vary]
9.00 – 13.00
9.00 – 11.30
9.00 – 13.00
8.30 – 11.00
8.30 – 11.00
9.00 – 13.00
THURSDAY
FRIDAY
CHRISSIE
9.00 – 11.30
9.00 – 12.30
13.30 – 4.30
PLEASE NOTE this represents a NORMAL WORKING WEEK but there will be changes to
accommodate holiday, training and sickness absence.
Updated 26th February 2015
MAP OF AREA COVERED BY THE PRACTICE
AREA COVERED BY THIS PRACTICE
Chop Gate
Laskill
Hawnby
Bransdale
East Moor
Gillamoor
Fadmoor
Old Byland
Cold Kirby
Rievaulx
Carlton
Pockley
Scawton
HELMSLEY
Sproxton
Beadlam
Harome
Nawton
Wombleton
Marton
Great Edstone
Normanby
Salton
Wass
Ampleforth
Oswaldkirk
K’moorside
Nunnington
Ness
Stonegrave
Coxwold
Cawton
Gilling East
Hovingham
Slingsby
Coulton
Brandsby
Updated 26th February 2015