Station Road Surgery Practice Leaflet

November 2015

DR A S PATEL MBBS D.OBST

DR M UEHLEIN S.E. UVFFM

DR R MUDALAGIRI MBChB MRCSEd MRCGP

www.stationroadsurgerydurham.nhs.uk

Linda Khalil

PRACTICE MANAGER

Station Road Surgery, Shotton Colliery, Durham DH6 2JL

Station Road Surgery

Practice Leaflet

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Branch surgeries: Peterlee Health Centre, Fleming Place, Peterlee Co Durham SR8 1AD Front Street, Haswell, Durham DH6 2BL

Welcome to our practice

This booklet outlines the services that we offer. Please keep it safe and use it as a source of reference

We are always ready to listen to any suggestions that you may have for improving our service to you.

SURGERIES

Main Surgery

Branch Surgeries

The Surgery

Station Road

Shotton Colliery

Durham

DH6 2JL

Tel: 0191 5265913

Fax: 0191 5262651

The Surgery

Front Street East

Haswell

Durham

DH6 2BL

Tel: 0191 5263200

Fax: 0191 5263200

Health Centre

Fleming Place

Peterlee

Durham

SR8 1AD

Tel: 0191 5184147

Fax: 0191 5184079

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CONTENTS

1. Our Practice

2. Patient Information

Surgery Hours

Disabled Patients

Appointments

Mobile Alerts

Young Persons

Patient preference of practitioner

Cancellations

Violence and Aggression

Your Medical Records

Telephone Advice

Home Visits

Out-of Hours Emergencies

Accidents

Repeat Prescriptions

Test Results

Newly Registered Patients

Change of Address

Complaints

Patient Participation Group

NON NHS

Patient rights and responsibility

3. Useful Telephone Numbers

4. Useful Websites

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OUR PRACTICE

The practice has both male (M) and Female (F) doctors.

The Partners Qualifications

Dr A S Patel (M) MBBS D.OBST

Dr M Uehlein (F) S.E. UV FFM

Dr R Mudalagiri (M)

MBChB MRCSEd MRCGP

PRACTICE MANAGER – Linda Khalil - E-Mail:

The practice manager is responsible for the organisation of the practice. If you have any suggestions or complaints please let her or the assistant practice manager Chris Dawson know – Good or Bad.

RECEPTIONISTS

The receptionists have an important job and endeavor to deal with your questions, appointments, repeat prescriptions etc. as efficiently as possible. They have enquiries and calls coming from every direction, so please be patient. On occasion the receptionists may need to ask you for a few details. They have been trained to make these enquiries in order to help you in the most appropriate way

Practice staff are bound by the same rules of confidentiality as doctors and nurses.

Our Practice Nurses are available by appointment only.

NURSE PRESCRIBER/ NURSE MANAGER –

The Nurse prescriber can see patients with undiagnosed problems and make an assessment of their health needs based on highly developed nursing knowledge and skills, including skills not usually exercised by nurses, such as physical examination, treatment and referral.

PRACTICE NURSES SPECIALIST – Ann Todd

Asthma, diabetes, hypertension, CHD, well person and health promotion, minor surgery, well woman - cytology, weight management, smoking cessation, holiday vaccinations and new patient examinations.

PRACTICE NURSES – Barbara Turner, Rebecca Thompson

Our three practice nurses deal with blood tests, cervical smears, ear syringing, immunisations, blood pressure, family planning, dressing of wounds and removal of sutures as well as specialist clinics:

HEALTH CARE ASSISTANT (HCA) – Ann Louise Farrell

The HCA supports our nursing team with clinics such as: - Phlebotomy, Spirometry, Smoking cessation, Check for life etc.

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PATIENT INFORMATION

Each Doctor and nurse have their own individual appointment times – a receptionist will help you with this.

SURGERY OPENING HOURS

The surgery is open at the main site (Shotton Colliery):

Opening hours For prescriptions Monday 8.00am - 8.00pm 9.00 - 12.00pm Tuesday 8.00am - 6.00pm 9.00 - 12.00pm Wednesday 8.00am - 6.00pm 9.00 - 12.00pm Thursday 8.00am - 6.00pm 9.00 - 12.00pm Friday 8.00am - 6.00pm 9.00 - 12.00pm Saturday and Sunday CLOSED

Haswell branch opening times:

Opening hours For prescriptions Monday 9.00am - 11.45am 9.00 - 11.30am Tuesday 9.00am - 11.45am 9.00 - 11.30am Wednesday 1.00pm - 4.00pm

Thursday 9.00am - 11.45am 9.00 - 11.30am Friday 1.00pm - 4.00pm

Saturday and Sunday CLOSED

Peterlee branch opening times:

Opening hours For prescriptions Monday 8.30am - 5.30pm 9.00 - 12.00pm Tuesday 8.30am - 5.30pm 9.00 - 12.00pm Wednesday 8.30am - 5.30pm 9.00 - 12.00pm Thursday 8.30am - 1.00pm 9.00 - 12.00pm Friday 8.30am - 5.30pm 9.00 - 12.00pm Saturday and Sunday CLOSED

HOME VISITS – (applies to catchment area patient only).

If you feel you are too ill to attend the surgery you can request a home visit by telephoning the surgery, if possible before 10.00am. The receptionist will ask for details of your illness to help the doctor assess the urgency of the visit. You will also be asked for a contact telephone number as the doctor may wish to speak to you. Home visits are at the discretion of the doctor and are for patients who are medically unable to attend the surgery.

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REPEAT PRESCRIPTIONS

If you are taking regular medication you may request a repeat prescription you can order in the following ways.

 You can register to order them on line.

 Visit the surgery with your repeat slip ticked showing required medication at any time.

 By telephone between 9:00am – 12:00pm Monday – Friday.

When telephoning you must tell the receptionist the names of the individual medication the you require, to say everything or all meds is not acceptable.

Please allow 48 hours’ notice when requesting a repeat prescription.

It is an requirement that you have your repeat medication reviewed regularly. Your prescription can be sent electronically to a pharmacy of your choice. Please note controlled drugs cannot be sent this way.

WE DO NOT PRESCRIBE ANTI BIOTICS FOR COUGHS AND COLDS. THE PRACTICE WILL NOT PRESCRIBE HARD DRUGS OR METHADONE

DISABLED PATIENTS

Wheelchair access is available via main entrance. All consultation rooms are accessible by wheel chair. Any problems please contact staff.

APPOINTMENTS

These can be arranged by telephone, by calling in person or online. For online appointments you will need to register and obtain a user name and password. Where you feel able please give the receptionist an outline of your problem, including details of how long you have had the problem so that he/she can organise an appropriate appointment or seek advice from a doctor.

MOBILE ALERTS

For patients with mobiles when you book an appointment you will receive an instant text message the day before as a reminder of your appointment time. (make sure we have an up to date mobile number).

YOUNG PERSONS

Young persons aged 14 plus are free to see a doctor or nurse without being accompanied by a parent, guardian or carer.

PATIENT PREFERENCE OF PRACTITIONER

You have the right to express a preference to receive services from a particular practitioner. If you do express a preference you will be given an appointment in their next available clinic. This may not be possible in the event of an urgent appointment request.

CANCELLATIONS

If you are unable to attend an appointment that you have booked please inform us as soon as possible so that your appointment can be used for someone else. The practice operates a DNA (did not attend) policy, DNAs are monitored on a daily bases if a person DNA’s frequently they may be called in to discuss this. If you fail to inform us that you no longer need your appointment or that you are unable to attend, patient access to a doctor or nurse is greatly reduced.

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VIOLENCE AND AGGRESSION

We operate a zero tolerance policy toward violent and/or abusive behavior. Any such behavior - physical and/or mental - could result in removal from the practice list.

YOUR MEDICAL RECORDS

You have the right to keep your personal health information confidential between you and your doctor. A Patient leaflet is available from reception which explains:

 How your medical record is used to help you

 How the confidentiality of your record is safeguarded, whether stored in written or electronic (computer) format.

 That your record is readily accessible to authorised staff only  How you can arrange to see your own records.

TELEPHONE ADVICE

If you would like to speak to a doctor or nurse for advice but are unable to attend the surgery, please contact the reception staff who will be able to advise you of an appropriate time to telephone. If possible please give an indication of what you would like to discuss (unless there is something confidential that you would prefer to discuss only with the doctor).

OUT OF HOURS EMERGENCIES

Out of hours service is provided by 111

Try to restrict night and weekend calls to genuine emergencies that cannot wait until you see a doctor. The service is used from 6.00pm until 8.00am the following day. At weekends cover will be from 6.00pm Friday until 8.00am Monday.

If there is any delay in responding to an absolute emergency, you are instructed to dial 999 and ask for the Ambulance Service.

ACCIDENTS

If you have sustained an injury as a result of an accident, fall etc. or have chest pain, please report directly to a hospital A&E department or out of hours at Peterlee Community Hospital 0191 5813474 or the “One Life Centre” at Hartlepool.

TEST RESULTS

Please contact the surgery for test results. Results over the telephone will only be given if you can quote your personal code number given to you when the test is taken. The receptionist will either advise you of your results, once they have been cleared by a doctor, or ask you to speak to or make an appointment with a doctor or practice nurse. Please note that results of pregnancy tests can only be given in person.

NEWLY REGISTERED PATIENTS

New patients are very welcome. When registering you will be required to produce a photo identification which will be copied and kept with your records. If you do not have any photo ID you will be asked to have your photograph taken at the surgery to add to you medical records. You will then be given an appointment with the doctor followed by a simple health check with the practice nurse, during which she will take details of your medical history and current medication, which will assist us while we are waiting for your medical records to arrive.

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CHANGE OF ADDRESS

We are required, by NHS England, to notify them of any name change, address or telephone number. It is important you inform us as soon as possible so that our records can be updated.

COMPLIMENTS/ COMPLAINTS/ SOFT INTELLIGENCE

This practice offers a complaints procedure in accordance with NHS guidelines. Please speak to a receptionist or member of staff who will provide you with further information.

PATIENT GROUP

The practice holds regular meetings on the last Monday in the month at 6pm. They discuss how the practice can provide a better service for our patients. You can register to be a member either online or ask at reception for registration form.

NON NHS EXAMINATIONS, SICK NOTES & PRIVATE

LETTERS/CERTIFICATES

Medical examination for special purposes e.g. elderly driver, pre-employment, HGV, PSV, Taxi medical or insurance purposes can be arranged by our receptionists. There are fees for these examinations the receptionist will advise you of these.

Current Sick pay regulations require you to provide your employer with a self-certificate (SC2) for the first 7 days of any incapacity. A Doctor’s note is only required after 7 days. Private sick notes (for which a fee is payable) can be supplied if necessary. Please remember the Doctor must have treated or seen you for the condition causing incapacity to issue any form of sick note. Repeat sick notes can only be given on a regular appointment and will not be supplied on emergency

appointments as per practice protocol.

Please note that request for letters and reports to 3rd parties are NOT part of the doctor’s contractual NHS obligation and hence these attract a fee please inquire at reception for current rates.

Access to your medical records is available to all patients this requires a member of staff present with you at all times. Any copies to take away with you will incur a nominal fee e.g. 40p per sheet.

CONFIDENTIALITY

All patient information is handled confidentially according to NHS guidelines. You have the right to access any personal information held under. Data Protection Act but a charge may be payable. We will not disclose any details to other agencies unless with have you written consent.

PATIENT’S RIGHTS AND RESPONSIBILITES

You have the right to expect a high standard of medical care from our practice and we will try at all time to provide the very best care possible within the resources available.

In order to assist us in this we require that you take full responsibility for ensuring you do not abuse the service. For example it is you responsibility to ensure that you keep medical appointments and follow the medical advice given.

IF YOU HAVE A MEDICAL PROBLEM WHICH CANNOT WAIT UNTIL

WE OPEN CALL 111 OUR OUT OF HOURS PROVIDER.

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SERVICE AVAILABLE WITHIN THIS PRACTICE



Disease management



Cytology



Family Planning



Tele-dermatology



Health protection



Immunization (childhood/travel.)



Phlebotomy



Well persons checks (Check for life, Well man/women.)



ECG monitoring (including 24hrs.)



BP (including 24hrs.)



Life style management (including weight loss, exercise.)



Smoking cessation



Minor Surgery



Home visits



Palliative care



Spirometry



Medication review



Wound care



End of life care



Ear wax syringing



Private prescription



Sick notes



Referrals (to hospital/ other services Private and NHS.)



Travel advice and vaccination

SERVICE ATTACHED TO THIS PRACTICE



Counselling ( Talking changes)



Warfarin clinics



Drug and alcohol misuse



District nurses



Macmillan



Midwifes (via sure start)



Vawas



Physiotherapy



X-ray (including MRI and Ultrasound)

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USEFULL TELEPHONE NUMBERS

Chemists

Shotton Pharmacy 0191 5261426 Haswell Pharmacy 0191 5261445 Boots Peterlee 0191 5862640 Wylam Peterlee 0191 5862861

Durham Dales, Easington & Sedgefield Clinical Commissioning Group

Sedgefield Community Hospital Salters Lane

Sedgefield

TS21 3EE 0191 3713222

Local Walk in Centre

The urgent care centre is based at: Peterlee Community Hospital O’Neill Drive

Peterlee SR8 5TZ

Local Hospitals

Peterlee Community Hospital 0191 5863474

Peterlee X-Ray 0191 5863474 University Hospital of Hartlepool 01429 266654

University Hospital North Tees 01642 617617 James Cook Hospital South Tees 01642 850850 University Hospital North Durham 0191 3332333 Sunderland Royal Hospital 0191 5656256 Sunderland Eye Infirmary 0191 5283616 Freeman Hospital Newcastle 0191 2843111 Newcastle RVI 0191 2325131 Queen Elizabeth Hospital Gateshead 0191 4820000 Washington Hospital 0191 4151272

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USEFULL WEB SITES

www.patient.org.uk Comprehensive web directory for UK patient information. Provides excellent links to support groups and voluntary organisations

www.nelh.nhs.uk National Electronic Library for Health (select the virtual Mental Health Library Section). This has information for patients and clinicians

www.doh.gov.uk The Department of Health site provides access to the most up to date government health circulars, paper and reports

www.healthindex.co.uk This database enables you to search for private specialist, nursing homes or hospitals

www.nhsdirect.nhs.uk The official NHS website. This provides basic advice to treat common symptoms. Also provides excellent links to support groups and associations

www.durham.nhs.uk/ NHS health information zone for County Durham and Darlington

www.nhs.uk The official gateway to NHS organisations on the internet, both local and national

www.cancerbacup.org.uk/info/specific-cancers.htm Information on County Durham Primary Care Trust

www.medicaldirect.co.uk Medicdirect is a new health information site aimed at UK public and practitioners

www.medinfo.co.uk Provides free and easy to understand medical information and advice

Http://www.royalmarden.org/patientinfo The Royal Marsden Hospital’s patient

information leaflets, providing information about different types of cancer – includes children’s cancers.

http://www.netdoctor.co.uk/directory.supportgroups/ index.shtml

Lists support groups available for patients for the UK

12 November 2015