Transcript We welcome you to - Guildford and Waverley CCG

We welcome you to
Surgery opening times
Monday- Friday 8.30am-12.30pm & 13.30pm- 18.30pm
Closed Saturday, Sunday and Bank Holidays
Out of Hours Tel: 020 8969 0808
WE WOULD BE
GRATEFUL IF
ALL PATIENTS
COULD REPORT TO
RECEPTION UPON
ARRIVAL AT THE
SURGERY.
Did you travel to the surgery by car?
We would like to remind you NOT to
park in Invermead Close without a
permit
If you wish to park in
Invermead Close, you will
need to display a parking
permit obtained at the
reception desk.
There is normally a charge of £1.50 per visit
Disabled drivers can park free of
charge, displaying a Blue Badge
and a special permit for the
disabled bay which is at the rear
of the surgery
All patients will be asked
to leave a Credit Card or
Driving Licence as
temporary security for
using the permit.
This is to ensure
its safe return
There are two bicycle racks
available at the rear of the
surgery for any patients
wishing to secure their bikes
whilst visiting the surgery.
Please turn off your mobile phone
in the surgery
We would be grateful if patients could
refrain from leaning over the reception
desk when talking to the receptionists
This is for confidential and infection control
purposes
The Park Medical Centre supports
the NHS Zero Tolerance policy with
regard to anti-social, abusive or
violent behaviour towards our staff.
Park Medical Centre helps train the
GPs of the Future.
We are proud to be part of the national training
scheme that ensures that we have well qualified
GPs for tomorrow.
GP speciality trainees are qualified doctors who
then spend up to three years adding to their
skills. This will include eighteen months working
under supervision at a GP surgery. At any one
time we may have three such trainees here.
GP trainees:
 Are fully qualified doctors.
 Up to speed with all new developments.
 Have full access to the patient computerized medical records.
 Generally have longer appointment times which enable them to
spend more time with patients.
 Consult a more experienced doctor where appropriate.
 Have regular sessions with one of the qualified GPs to talk through
various aspects of care.
 Have regular sessions with other trainees to sharpen their skills.
GP trainees continued:
• We believe that the standard of care offered by the trainees is
first class. They are supervised by the experienced doctors and
this may reduce the number of appointments that the
experienced doctors can offer.
• We aim to ensure continuity of care by making full use of the
computer system, informal discussions and regular clinical
meetings.
• If you would like to see a particular doctor we will always try to
arrange an appointment and all doctors are bookable up to 3
weeks in advance.
Carers
A carer is someone who provides informal,
unpaid support and care to a friend or family
member. A carer can be any age, including
children and young people. We would like to
support our patients who also provide care.
If you are an informal, unpaid carer, please
let a member of staff know as we can offer
you extra support to find appropriate
information and advice as well as help you
to stay healthy yourself
Carers
Carers can have their own needs assessed by H&F Social
Services. Social Services works with the Hammersmith &
Fulham Carers’ Centre to provide support to anyone caring
for someone in the borough. For more information call 020
8753 5456 or visit Community Support Centre at 145 King
Street, Hammersmith. If you require further support the
H&F Carers’ Centre operates a drop-in service at 182a
Hammersmith Road, London W6 between 10am – 5pm or
you can call 020 8563 8014.
We are proud to be a Training Practice
for Nurses and Doctors in training
At some stage a doctor or nurse in
training may sit in on one of your
consultations for training purposes only.
If you are not happy with this
please do not hesitate to speak to
someone at reception
Appointments
We recognize that our patients have differing needs when it
comes to appointments.
We have set up a system to try to meet those needs
We set aside each day a number of ‘emergency’
appointments. We allocate these by operating a telephone
triage system whereby a doctor assesses the needs of the
patient for an appointment.
These are designed to allow access for patients who need to
see a doctor immediately
Appointments
We also set aside a number of appointments that are only
bookable up to 24 hours in advance. These are designed for
patients who need access relatively quickly.
The rest of our appointments can be booked up
to three weeks in advance, thus enabling
patients to plan their treatment times
Please make sure that you cancel your
appointment if you cannot attend
for any reason, as soon as possible, via
phone, fax or email
Missed appointments mean that other
patients cannot obtain an appointment
Want a particular doctor to call you
back?
We appreciate that doctors are sometimes quite hard to
get hold of and it is not fair to other patients to interrupt
them when they are in surgery. If they are out of the
building, on home visits or attending meetings we will get
a doctor to call you back.
There is always a doctor on call in the surgery and they
can give out results and deal with any immediate queries.
We appreciate though that a patient may want to speak to
a particular doctor and we have a system for meeting this
need.
You can request a call from a particular doctor: By email, by fax, in person or by
phone.
By email: Send your name, date of birth
and the doctor that you wish to speak to
together with the most convenient phone
number by email
to [email protected]
By fax: Send your name, date of birth and
the doctor that you wish to speak to
together with the most convenient phone
number by fax to 020 8834 7312.
In person: Please ask at reception.
By phone: Please call the surgery on
020 8741 7471. Try to avoid the busy
times by phoning in the afternoon
between 2.00 and 3.00 pm.
Your message will then be put on the doctors message board.
Please be aware that it may take a day or two for a doctor to
respond, longer if they are away on holiday.
If we needed to contact you, would we
be able to reach you?
Are your contact details up to date?
Pick up a contact form
to fill in from Reception
Text Messages from Park Medical
The practice now uses a text message
service to remind you of an upcoming
appointment
From time-to-time we may also text you with
relevant information e.g. additional flu
clinics or ask for medical information
Please let us know if you would prefer
not to receive texts from the practice
Repeat Prescriptions
Please give us at least 24 hours notice
before you need the repeat prescription.
You can order repeat medications up to
one week in advance which will give us
more time to process your request.
If the medicines you require need
reauthorisation, it may take a little
longer to process your application
For more information ask at reception
Repeat Prescriptions
If you are on regular tablets or
medicines, your prescription will
be issued with a computerised
request slip attached
There are five ways of
requesting repeat
prescriptions...
You can request repeat prescriptions…
• By Email
• By Fax
• In Person
• By Post
• By Phone
Prescriptions in Person
Please use the computerised request slip.
Delete any unwanted items and post in the box in
reception.
Please have available the names of the
medications and be prepared to spell the names if
asked.
Prescriptions by Phone
If you wish to request your prescription by
telephone, please call 020 8741 7471 in the
afternoon between 2pm and 3pm.
Prescriptions by Post
Please use the computerised request slip. Delete
any unwanted items and post to: Repeat
Prescriptions, Park Medical Centre, Inver
Court, Invermead Close, London W6 0QG.
If you want us to return the prescription
in the post, please provide a stamped
addressed envelope.
Prescriptions by Email
Carefully copy the items required from the computerised
request slip onto an email and send to:
[email protected]
Prescriptions by Fax
Please use the computerised request slip.
Delete any unwanted items and fax to:
020 8834 7312
Are you going on holiday?
If you need jabs, we can help.
Ask at reception for more
information
Do you know when to immunise your child?
Immunisations need to be carried out at:
•Two months old
•Three months old
•Four months old
•Around 12 months
•Around 13 months
•Three years and four months to five years
old
Immunising your
child?
Please attend our baby clinic to have
these immunisations carried out
Every Tuesday 1:30pm – 3:30pm
By appointment
Well Baby Clinic
Baby clinic is held every Tuesday between
1.30 – 3.30pm.
Appointments should be booked in advance.
A health visitor, doctor and practice nurse are
available. The clinic is specifically set up to
carry out immunisations, baby checks and
weighing and to help with queries and
concerns.
Please note, sick babies are seen by a
doctor in normal surgery.
Smear tests are carried out on women
aged between 25- 60 every three years
here in the practice.
Please book an appointment
with the nurse
The practice offers health checks for
those between the ages of 40-74 years.
Please book a double
appointment with the
receptionist
It is not required to fast for
the blood test
Have you had a test here recently?
Waiting for the results?
Results from your sample
are normally available in
five working days, but
certain tests may take
longer
Please call us on 0208 741 7471 after five working
days between 2 and 3pm for your result and further
advice. Please tell reception the name of the doctor
who talked to you about having the test done.
Chlamydia is a very common sexually
transmitted disease – one in ten sexually active
young people is believed to have it. There are
often no symptoms but if left untreated it can
cause infertility and other health problems.
Testing is done by a quick urine sample and is
free for all 16 to 24 year olds. Treatment is a
single tablet of antibiotics. Ask the doctor or
practice nurse if you would like a test or visit
www.check-kit.org.uk to request a confidential
postal testing kit.
Maternity Care
All doctors are happy to provide preconceptual advice and shared care with
the maternity unit of your choice to deliver
your baby. We work closely with local
midwives at the local hospitals.
Do you have a long term condition?
Do you want to learn about…
…relaxation
…using your
techniques?
medication correctly?
…diet?
…exercise?
…using health resources
appropriately?
…how to improve your quality of life?
Call today to find out more, 020 8846 6803 or 020 8846 6819 or
visit our website at www.hf-pct.nhs.uk/expertpatients or ask at
reception about our Expert Patients Programme
Health Information Leaflets
There are a number of
leaflets on various health
issues available at the
practice. These can be
found in the waiting area.
Please ask the receptionist
or a nurse for any leaflets
that you cannot find.
Do you want to quit smoking?
SMOKING CESSATION ADVICE
Should you require advice and help to give up smoking, please
ask to make an appointment to see one of the smoking
cessation advisors.
Sue Curran
Betty Whelan
Yodanos Tewelde
Feedback, Comments & Suggestions
Feedback from our patients is vital to maintain and improve
our standards of service. We welcome comments and
suggestions on all aspects of the care we provide.
We also understand that there are times when you may feel it
necessary to complain
Suggestions or complaints can both be made
on the special slips located on the reception
desk and placed in the box provided
Patient Questionnaire
Feedback from our patients is vital to maintain and improve
our standards of service. We welcome comments and
suggestions on all aspects of the care we provide.
We would welcome patients feedback via an anonymous
questionnaire which is available at reception
This can also be done via our website:
www.parkmedicalcentre.com
Virtual Patient Reference Group
We are keen to ensure that our patients are involved in
decisions about the range and quality of services we
provide and that their views are considered in future
development of the Medical Centre. To initiate this, we plan
to create a Virtual Patient Reference Group (VPRG) via
internet/email. This will enable our patients to give their
views and comments electronically at their convenience.
We are keen to hear from patients who are interested in
being part of a VPRG at the Medical Centre.
We are particularly keen to have patients who have longterm illnesses e.g. diabetes, asthma, high blood pressure
etc.
If you are interested in joining, please complete one of the
slips available and we will contact you with further details.
You can request a photocopy of any
correspondence from your medical
records.
A charge of 50p per copy will be made.
You may also have a copy of any referral
letters sent on your behalf, free of charge,
if you ask at the time of
referral and supply a self
addressed envelope.
Sharing Information
a message from NHS England
“CARE DATA”
• Information about you and the care you
receive is shared, in a secure system, by
healthcare staff to support your treatment
and care. This information is used to plan
and improve services for all patients and
to link services to each other. This is done
using your postcode, NHS number etc.
Your identity is protected. A leaflet about
sharing of information is available. CONTINUED
“Care Data”
Message continued
Please note sometimes information is
released to approved researchers under
strict rules of how it is stored and used.
• YOU HAVE THE OPTION TO OPT OUT
and this will be noted in your records.
Access to Medical Records
Patients have the right to access their medical
records. We would be grateful if you could put this
request in writing, giving your date of birth,
address and a contact number, and a member of
staff will arrange this for you.
You will have access to both paper and electronic
records. You will be asked to provide some
identification at the time of accessing your notes.
Data Protection & Confidentiality
The practice is very aware of confidentiality and
data protection issues. We take such matters
very seriously and have stringent confidentiality
and data protection procedures, which are
regularly reviewed.
Additional Services
Private services not covered by the NHS
Acupuncture: Acupuncture treatment is available from
Dr Xiao Lan Deng. To book an
appointment please call 0207 272 6888
Additional Services
Private services not covered by the NHS
Osteopathy: David
Tatton. Please call
for an appointment
on 0208 749 0581.
Practice Leaflet
For more detailed information of the
services this practice provides, please
pick up a practice leaflet which can
be found at the reception desk.
If none is available, please do not
hesitate to ask for one.