WELCOME TO Birchwood Medical Practice At The Health Centre Your Local Family Doctors

Transcription

1 WELCOME TO Birchwood Medical Practice At The Health Centre Your Local Family Doctors Drs Vijaykumar, Nelstrop, Baur and Prageshan KINGS ROAD, HORLEY, SURREY RH6 7DG This is a partnership known as 'Birchwood Medical Practice'

2 WELCOME TO BIRCHWOOD MEDICAL PRACTICE OPENING HOURS 08:30-18:30 Monday to Friday EXTENDED HOURS Monday 18:00-20:15 by appointment only Saturday 08:00-11:00 by appointment only BACKGROUND TO THE PRACTICE Birchwood Medical Practice serves the whole of Horley, parts of Salfords, Smallfield and Charlwood. Our team includes ten GP s, a Nurse Practitioner, four practice nurses, a Health Care Assistant, a Phlebotomist, a Practice Manager and a number of other administrative and reception staff. We also have a full complement of attached staff including district nurses and midwives. Birchwood Medical Practice is an accredited GP training practice and we usually have at least one doctor at some stage of their postgraduate training with us. At Birchwood Medical Practice we aim to treat all our patients promptly and courteously and always welcome your comments about how we could improve our services to you. The practice dates back to beginning of the 20th century. The practice was then known as the Horley Health Centre and as the growth of Horley led to an increased list of patients, so too did the number of doctors. We moved into the Kings Road surgery in 1976 and in May 2005 after many years of planning moved into the current premises which is known as Birchwood Medical Practice. Dr Elango Vijaykumar is the senior partner of the practice. He has overall responsibility for the Operational and Clinical aspects along with his partners. OUR VISION To be recognised as the Centre of Excellence that provides the highest quality of NHS care, which is equitable, family orientated and evidence based. OUR MISSION We will consistently strive for comprehensive healthcare that fully reflects and addresses the needs of the community we serve. Key to this will be evidence based and patient centred care. Respect and courtesy towards our patients and their carers will be the hallmark of our efforts. We will, at all times, respond adequately and appropriately to the needs of our patients, within the scope of the NHS. We will continue to provide the highest standards in teaching and training to future generations of health care professionals. ACCESS The practice premises are on two floors and the practice has facilities for disabled patients. THE PARTNERS Dr Elango Vijaykumar (M) MB BS MRCGP Diploma in Diabetes First Registration Karnatak, India Dr Sian Nelstrop (F) MB BS DRCOG MRCGP First Registration UK Dr Robert Baur (M) State Medical Exams DRCOG MRCGP First Registration Munich, Germany Dr Thiru Prageshan (M) LMSSA LRCP LRCS MRCGP DFFP DPD (Dermatology) First Registration London EXECUTIVE MANAGER Mrs Christine Earwaker Dip AHCPA Dip AMGP MIHM Cert MHS ASSOCIATES Dr Liz Mearns (F) MB ChB MRCGP DFFP First Registration 1999 Bristol Dr Thiruselvi Bangalore (F) MB BS MD DRCOG nmrcgp DFSRH First Registration 1998 Dr Ekta Tyagi (F) MB BS nmrcgp First Registration 2000 Lucknow Dr Francesca Mann (F) MB BS BSC nmrcgp First Registration 2007 London Dr Anna Zietal (F) MB nmrcgp First Registered Lekarz 2006 Poland Dr Vidya Thiagamoorthy (F) MB BS nmrcgp First Registered 2009 London NURSE PRACTITIONER Mrs Sarah Cameron (F) RGN 1985, RSCN 1988, ENB , BSc Advanced Nurse Practitioner 1st Class honours Southbank London NURSING TEAM Mrs Claire Jupp Mrs Wendy Diprose RGN ENB 100 Moira Murray SRN University of Surrey - Diploma in Nursing 2003, RGN City & Guilds Level 2 Direct Care, BTEC Edexcel Foundation Level 3 in Care Rosemary Braim Health Care Assistant - NVQ Level Kerry Stone Phlebotomist PRACTICE CHARTER No member of the practice may discriminate against or unfairly treat another member of the practice, patient, or member of the public attending the surgery. Either on the ground of race, gender, social class, age, religion, sexual orientation or appearance. We do not discriminate on the ground of disability or medical condition. Our staff will treat you with courtesy and respect. Equally, we ask you to treat them with the same courtesy and respect. Abusive, aggressive or threatening behaviour towards our staff, nurses and doctors is not acceptable and such behaviour will result in patients being removed from our list. Please Do Not Smoke, use mobile phones or eat in the building. Visit our website on:

3 TRAINING AND DEVELOPMENT This practice is committed to the training and development of its team and gained its First Investor in People award in July We are attached to the Kent, Surrey and Sussex Deanery for training doctors who are specialising in general practice. These fully qualified enthusiastic doctors are attached to us for between 4 and 18 months. The Practice is also committed to the training and development of its team and gained its first Investors In People Award in July MEDICAL STUDENTS We are proud of the fact that we have long been approved as a practice suitable for the training of medical students, usually from the Imperial College Medical School, London. We notify our patients when in attendance. Patients can request not to have these students present. ROLES OF THE PRACTICE TEAM Executive Manager - Mrs Christine Earwaker is responsible for strategic and development aspects of the practice. She is available to discuss any suggestions or complaints you may have. Operations Manager - Mrs Sue Adcock overseas the running of the practice in conjunction with Mrs Earwaker, and is responsible for day to day management of the practice. Receptionists The receptionists are here to help you. We have trained our staff to do this to assist us in prioritising your calls to us, so that we can help you in the most appropriate way. There are at present 12 reception staff that cover all aspects of the running of the practice reception area. We ask the receptionists to gather information about our patients in order to prioritise your call. The reception team have a difficult job meeting increasing demands and expectations not just of our patients but also other organisations. Other Staff In addition to the receptionists, we employ a typist and a prescription clerk. The latter role involves processing repeat prescriptions and helping you with prescription enquiries. (There may be occasions when the prescription clerk has to contact you about some aspect of your prescription.) Please note the prescription clerk is not able to issue prescriptions without a doctor s authorisation. Nurse Practitioner Mrs Sarah Cameron our nurse practitioner will see and treat most medical conditions and complements our clinical team. She is highly qualified and is also a Diabetic Specialist Nurse. Practice Nurses Our practice nurse are highly trained and run our clinics as well as providing core clinical care such as dressings and other nursing duties. The nurse s work in the practice complements that of the doctors. As well as our practice nurses, we have a health care assistant and phlebotomist. HOW TO REGISTER To register you will be asked to complete a registration form and medical history questionnaire. We also ask for proof of identity such as a passport or driving licence, along with proof of address such as a recent utility bill or an invoice addressed to you at the registered address. You will be registered with the practice rather than a particular doctor. However, you will be allocated to one of the doctors in the practice and they will be recorded as your usual doctor. IF YOU CHANGE YOUR TELEPHONE NUMBER OR ADDRESS, PLEASE LET THE RECEPTIONIST KNOW. REMEMBER WE MAY HAVE A NEED TO CONTACT YOU URGENTLY. HOW TO SEE YOUR DOCTOR Appointments You have the right to express a preference of doctor within the practice. We will endeavour to accommodate that choice where possible, subject to availability. The practice offers a mixture of pre-bookable appointments (up to two weeks in advance) online, and book-on-the-day appointments. Routine appointments are scheduled at 10 minute intervals. Some conditions will require less of the doctor s time and others more. Sometimes it will be necessary to ask you to make a further appointment. Please be aware that the patient(s) in front of you may have had a more difficult or complicated problem causing an unavoidable delay, especially if urgent treatment or hospital admission is required. Occasionally, the doctor may be called out of surgery to an emergency in a patient s home. If, as a result, your doctor is behind schedule, we will do our best to keep you informed. You may ask to see any doctor in the practice but please be aware the GP you may wish to see, could possibly only work part time, be on study or annual leave and therefore not be available. ONLINE BOOKING The facility to book your appointments on-line is available. Please enquire at reception to obtain instructions and log-in details. TELEPHONE CONSULTATIONS We offer limited daily telephone consultations with the doctors. The doctors will endeavour to contact you as close to the allocated time. Please note however, that should it become apparent that you have a complex medical problem you will be asked to attend for a face to face appointment. Please give the receptionist your preferred telephone contact number at time of booking. Visit our website on:

4 Urgent Appointments If you have an illness which you feel needs to be dealt with that day and cannot wait, please contact the surgery and inform the receptionist that you wish to be seen the same day. The receptionist will need to ask you a few details to pass onto the duty doctor who will either telephone you with appropriate advice or an appointment to be seen. Please phone or call at the surgery during normal working hours (08:30 18:30) to make appointments, whether routine or urgent. Please make a separate appointment for each person wishing to be seen. HOME VISITS Home visits are intended for patients who are too ill to attend surgery or completely housebound. If you can get to the surgery please do so. Please phone before 11:00 if possible and be prepared to give the receptionist some idea of the problem so that the doctor may judge the urgency of your call. The doctors need to plan their visits to attend the most urgent medical needs first as a priority. In case of life threatening emergency please ring 999. GPs will use their professional judgment in deciding if a home visit is necessary and the doctor may advise that you care is better provided in the practice. EXTENDED SURGERY HOURS In accordance with Department of Health requirement and in response to our practice survey, we are providing some extended surgery time. These are available on Monday evenings 18:30 20:15 and Saturday mornings 08:00-11:00 (by appointment only). These are prebooked only; not for emergencies. Please be aware that there is no access to nurse and phlebotomy support services during these extended ours. ON ARRIVAL FOR APPOINTMENTS On arrival at the surgery, please either check in at reception or use the automated self check-in system located in the waiting room. This tells the doctor or nurse that you are here. If you need special assistance, please let the receptionist know so that adjustments can be made. MISSED APPOINTMENTS Due to the number of patients failing to attend their appointments, patients have not been able to see their doctor of choice. In an attempt to try and resolve this, the practice has developed the following policy: If you fail to attend an appointment without informing us, we will write to you asking if there was a specific reason why you didn t attend or let us know that you couldn t come. If you repeatedly fail to attend for appointments without reasonable explanation, you may be removed from the practice list and asked to find an alternative general practitioner. CANCELLATIONS As there is a high demand for appointments, please let us know as soon as possible if you have to cancel an appointment, in order that we may pass the appointment on to someone else. TEST RESULTS Please allow five days before telephoning for your results, unless otherwise indicated by your doctor or nurse. X-Ray and some other test results however may take up to three weeks. Please ring for results any time after 15:00 when telephone lines are less busy. Do bear in mind that your usual doctor needs to assess results, especially as your usual doctor may not be in every day.for reasons of confidentiality results will only be given to the patient concerned except in the case of children, under the age of 16, whose parent or guardian may be informed, or where prior consent has been given. We do endeavour to contact you if any action needs to be taken as a result of a test. However, it is not possible to contact patients about their normal results but we do encourage patients to check their results. CLINICS AVAILABLE Minor surgery This clinic is run by Dr Prageshan Coil and implants This clinic is run by Drs Bangalore and Tyagi Asthma Childhood immunisation/development COPD Cryotherapy Diabetes Dressings Ear syringing Phlebotomy Well woman clinic/cervical screening Warfarin/INR clinic Family Planning/Contraception All the doctors provide advice on all means of contraception. This, like all services provided by the practice, is completely confidential. Maternity Care The local midwives run clinics at Birchwood and undertake antenatal and postnatal care in liaison with the East Surrey Hospital. The first person you need to see is the midwife at ideally between 8-11 weeks to give you the opportunity to discuss your screening choices and care options. First and subsequent appointments can be booked directly with the Birchwood reception staff. Visit our website on:

5 o f Est 1905 Child Health Surveillance We have a weekly clinic run by our doctors and practice nurses. This enables all new mothers to be checked by the doctor at eight weeks following birth, and the new baby to have their first immunisations by the practice nurse. Cervical Screening Our cervical screening is carried out by our practice nurses. We strongly recommend that all women between 25 and 65 undertake cervical screening. Diabetic Clinic Is run by our practice nurses. We also offer advice to the newly diagnosed diabetic, giving you time and explanations so that you can manage your condition successfully and try to achieve optimum control. At your clinic appointment we measure your height and weight. We also check blood pressure, feet and advise you appropriately regarding your disease. Regular attendance of the diabetic clinic aims to reduce the complications of diabetes. Minor Surgery The doctors undertake minor surgical procedures on the premises by arrangement with the patient. Asthma/Respiratory Clinic This specialist clinic supports patients with asthma and Chronic Obstructive Pulmonary Disease, offering advice, appropriate treatment to enable patients to manage these conditions and prevent avoidable admissions to hospital. INR Clinic For our Warfarin patients we now have a one-stop clinic which enables all Warfarin patients to have a finger prick blood test and the result simultaneously. Patients find this provides them with a convenient and fast service. Travel Vaccination For all travel advice, please visit the special travel centers or clinics. We only offer NHS vaccines (that are recommended by the Specialist Travel clinic) that you require for your travel. Only some travel immunisations are available under the NHS. For travel advice and other special immunisations please visit a clinic near to you. Please ask at the reception for details. Please ensure you are covered with all required immunisations before you make your travel arrangements and familiarise yourself with the charges before attending the travel clinics. Breast Screening The Jarvis Screening Service will contact all ladies of eligible age for regular three-yearly mammography. We strongly recommend that you attend this procedure when invited. Nat iona F u n e l Assoc r a l i D STONEMAN FUNERAL SERVICE Established 1865 COMPREHENSIVE, CARING AND PERSONAL ATTENTION BY AN INDEPENDENT FAMILY BUSINESS Peace of Mind - Pre-paid Funeral Plans iat ion t o r e c r s FREEPHONE Funeral Home, Doran Court, Reigate Road, Redhill Incorporating Galyer & Co, High Street, Godstone Memorial Office & Showroom, 49 Bell Street, Reigate WHAT TO DO IN TIME OF BEREAVEMENT Death is an inevitable fact of life. But many of us never think about what we need to do until we are faced with the situation. It is at this time you need all the help and support possible to help you through the grieving process. The doctors and staff at the surgery are available to give you advice and guidance. However, there are certain practical steps you need to know about. If someone dies at home Telephone the doctor who will visit to confirm that death has taken place and advise you how to obtain the death certificate. Contact a funeral director who will be able to advise you on registration procedures and funeral arrangements. If someone dies in hospital Contact your local funeral director to engage their services. Collect the doctor s death certificate from the hospital. In all cases of death Contact the registrar's office for the area in which the death took place and make an appointment to take in the death certificate. You should also take to this meeting the deceased's medical card (if available) and birth certificate. The registrar will then issue you with a document which will allow the funeral to take place. Take this form to your chosen funeral director who, after discussion with you, will take over many of the arrangements for the funeral. To advertise your business to our patients on low cost, easy payment terms call ADVERTISING FEATURE

6 Every week surgeries suffer from high numbers of patients who miss their appointments. Don t be one of them, if you would normally travel by car and are unable to due to illness; book a local taxi now to avoid disappointment. Terri Jacks BACP Accredited, Member UKRCP COUNSELLOR Confidential therapeutic support for: Anxiety/Stress Relationship Difficulties Grief/Bereavement Low Self-esteem Adults/Young People (14+) 1 in 11 UK gas boilers are unsafe. Don't take risks with your or your family's health and safety - contact a gas safe registered engineer today. Tel: (01342) (24hr answerphone) Smallfield, Horley RH6 9JH EDE BROS REMOVALS UK & European Service Storage- Shipping Tel: Transplants save lives Join the NHS Organ Donor Register Spare Keys NEVER leave a spare key in a convenient hiding place such as under the doormat or in a flowerpot - a thief will look there first. If you ve moved into a new house, consider changing the back and front door locks - other people may have keys that fit. Don t make it easy for the burglar. Attract more business by placing your advert here. Simply call OUT-OF-HOURS EMERGENCIES Whatever time of day, if a condition is life-threatening please dial 999. When the surgery is closed, for minor health problems and advice, patients are advised to contact NHS 111. (This is a free call even from mobiles as long as they have 1p credit.) The 111 service provides telephone advice and, if necessary, a doctor or nurse consultation. The NHS East Surrey CCG is responsible for commissioning out-of-hours service CHANGE OF NAME OR ADDRESS Please notify us of any change in your personal details so that we can amend our records accordingly. You may miss out on vital reminders for vaccinations and smears if details are sent to an old address. Similarly we would be grateful if you would notify us of changing telephone numbers. We may need to contact you urgently and wrong numbers lead inevitably to delays which might affect your medical care. REPEAT PRESCRIPTIONS Requests should be made in writing or by using the computerised counterfoil slip attached to your last prescription. Please allow two working days. You may send a stamped addressed envelope or ask for your prescription to go to one of the local pharmacists who will collect from the surgery. Currently these are: Lloyds; Boots; Park Parade; Tesco; Mediwise; Horley Late Night Pharmacy and Smallfield Pharmacy. Please allow three working days before collecting your prescription from the pharmacy. If you are requesting medication that is not on your repeat prescription, this will have to be checked with your doctor and may cause a delay in issuing your prescription. Because of the risk of errors we are not able to take repeat prescription requests by telephone unless you are housebound or elderly. ON LINE REPEAT PRESCRIPTION SERVICE. We offer patients access to online ordering of repeat prescriptions. Please enquire at reception to obtain instructions and log in details. You will be asked for proof of identity. You will then be able to access the repeat prescribing module via the practice website What if the medication I want is not on the request slip? You will need to request the item in writing by either adding your normal request slip or by filling in the request form available from reception. This request will be passed to the doctor for authorisation. The doctor may issue the prescription or ask you to book an appointment to discuss your request. Please allow at least three working days before collecting this prescription. Visit our website on:

7 How do I get new medication recommended by a hospital doctor? If a hospital doctor wishes you to start a new medication or makes changes to your current regime, a letter will be sent to your GP. Details of the changes will be made on your medical record when the letter is received. You will need to request your new medication in the normal way, allowing enough time for receipt of the letter. The hospital doctor should prescribe you a supply of medication if you are required to start this medication straight away. Your medication review date: On your request slip you will notice a review date. This is to ensure your doctor regularly reviews your medication. You should arrange to see the doctor around the review date. If you do not, you will receive a reminder on your next request slip. If you are housebound, your doctor will review your medication around that date and a review visit may be arranged if necessary. CHAPERONE POLICY The surgery is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. If you would like a chaperone to be present during a physical examination, please let us know. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. COMMENTS We welcome your comments and suggestions on the quality and type of service provided by Birchwood. PRACTICE COMPLAINTS POLICY We aim to provide a high standard of care here at Birchwood but recognise that problems may occasionally arise with the services we provide. Should you wish to make a complaint about us or our work, We follow the NHS complaints procedure a copy of which is available at reception. THE PROTECTION AND USE OF PATIENT INFORMATION We ask for information about yourself in order that you can receive proper care and treatment. All information about our patients is treated as strictly confidential. We only pass on information about you to other doctors or health professionals who may need information to treat you. The sharing of some types of very sensitive personal information is strictly controlled by the law. The NHS Central Register for England and Wales contains basic personal details of all patients registered with a GP. It does not contain clinical information. Patient information will only be released to other organisations with the express written permission of the patient. Anyone who receives information from us is also under a legal duty to keep it confidential. The practice is registered in accordance with the Data Protection Act 1998 and the senior partner and executive manager are the designated Data Controllers. Under the Data Protection Act 1998, patients have a right of access to their medical records. Details of the procedure are available from reception or telephone. We are permitted to make a charge for providing access to, or copies of, medical records. PATIENTS RIGHTS AND RESPONSIBILITIES We are responsible for: Dealing with your requests promptly and courteously Ensuring that electronic data on our computers complies with the Data Protection Act Delivering the above services and clinics as advertised You have a responsibility to help us by: Telling us if you move or change your telephone number as we may need to contact you urgently Attending your appointments on time Informing us as soon as possible if you need to cancel an appointment, so that it may be allocated to someone else PHOTOGRAPHY The practice operates CCTV surveillance for the security of the practice personnel and patient. These are not in clinical areas. Filming or photography in clinical areas requires the express consent of all present. VIOLENCE AND ABUSE ZERO TOLERENCE POLICY Our practice staff are here to help you. Our aim is to be as polite and helpful as possible to all patients and visitors. If you consider you have been treated unfairly or inappropriately, please ask to speak to a senior member of staff who will be happy to address your concerns. Violence, shouting or swearing at our practice staff will not be tolerated under any circumstances and patients who are physically or verbally abusive may be removed from our practice list. WALK-IN CENTRE For minor injuries you can attend one of the local walk-in centres. Our nearest 24 hour walk-in centres are: Crawley Hospital, West Green Drive Crawley RH11 7DH Tel Catherham Dene Walk-in Centre (open 08:00-16:30), Caterham Dene Hosptital, Church Road, Caterham Tel Catherham CARERS If you are a carer the practice would like to ensure that you receive as much help and support as you require. There is a Carers Information Pack available at reception containing advice and details of the local support services, or you can telephone or visit for more information. Visit our website on:

8 PATIENT PARTICIPATION GROUP We are fortunate to have a patient group called Birchwood Support Group. The group meets on a regular basis. Information about the group, their newsletter and minutes of meetings are available on the practice website under the heading of Patient Group. Should you require further information or wish to be part of the group, then please ask at reception or look on our practice website: You can the group directly by ing: birchwoodpatientgroup@gmail.com SERVICES NOT AVAILABLE ON THE NHS The NHS pays the practice to provide General Medical Services. There are a number of activities that the doctors undertake which are not funded by the NHS and are classed as private work. These have to be paid for by the patient. Examples include: Private certificates for your employer Fitness to drive examinations LGV and PSV medicals Fitness to travel examinations Fitness To forms and letters Holiday cancellations documents Private Medical Insurance Claim forms Certain travel vaccinations/prescriptions Any outside agency requests for reports or certification A full list of charges is available in reception. FREEDOM OF INFORMATION ACT Birchwood Medical Practice abides by The Freedom of Information Act PATIENT FEEDBACK The practice values your comments and feedback. We are working with an independent organisation to collect and produce reports for the practice. Your Comments Will Make A Difference They will be read by other patients looking for advice on care, as well as doctors, dentists and hospitals across the country who read and respond to reviews submitted on the site Whether you wish to say a public thank you for truly great care, or highlight things that could have been done better, iwantgreatcare is the place to do it if you want to make a difference and help the next patient So please visit: to leave your feedback or collect a form at reception. NOTES PRACTICE BOOKLETS ARE SPECIALLY PREPARED BY Neighbourhood Direct Ltd Barons Gate, Graceways, Whitehills Business Park, Blackpool, Lancs FY4 5PW Tel: Fax: Website: info@opg.co.uk COPYRIGHT WARNING: All rights reserved. No part of this publication may be copied or reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopy, recording or otherwise without the prior written permission of the publisher. The practice would like to thank the various advertisers who have helped to produce this booklet. However, it must be pointed out that the accuracy of any statements cannot be warranted, nor any products or services advertised, be guaranteed or endorsed. SR/DP (e-book) S47818G-20

9 USEFUL TELEPHONE NUMBERS Birchwood Medical Practice Out of Hours (Non life threatening advice) District Nurses Community Midwives Ext 6288 Social Services East Surrey Hospital Crawley Hospital Gatwick Park Hospital East Surrey Carers Support Association CHEMISTS: Boots - Gatwick Boots Lloyds Victoria Road Lloyds Kings Road Mediwise Park Parade Smallfield Pharmacy Tesco Pharmacy Horley Late Night Pharmacy Police - Reigate Samaritans Citizens Advice Bureau Relate Help Shop SADAS (Surrey Alcohol & Drug Advisory Service) East Surrey Domestic Abuse Helpline PRACTICE AREA Salfords Horley Hookwood Charlwood HORLEY HEALTH CENTRE Copthorne Outwood Smallfield Practice Booklets are published by Neighbourhood Direct Ltd