Practice Leaflet A guide to our services

Size: px

Start display at page:

Download "Practice Leaflet A guide to our services"

Elizabeth Watson
6 years ago
Views:

Contacting us Hill Top Surgery Fircroft Road Fax: 0161 622 2761

org Oldham website: OL8 2QD Opening times: Monday: 8am 7pm Tuesday:

9am 1pm Evenings and weekends: Hill Top Surgery is open longer

However if you need to contact the surgery outside these times, then

Practice Leaflet A guide to our services Telephone: 0161 622 2760

1 Contacting us Hill Top Surgery Fircroft Road Fax: Fitton Hill Oldham website: OL8 2QD Opening times: Monday: 8am 7pm Tuesday: 8am 8pm Wednesday: 8am 8pm Thursday 8am 7pm Friday 8am 7pm Saturday 9am 1pm Evenings and weekends: Hill Top Surgery is open longer hours, during the evening and at weekends. However if you need to contact the surgery outside these times, then call the practice and follow the directions on the answer phone Practice Leaflet A guide to our services Telephone: Opening Hours Mon, Thur & Fri 8am to 7pm Tues & Weds 8am to 8pm Sat 9am to 1pm This form is available in other formats and languages on request

2 Welcome Hello and welcome to Hill Top Surgery. Our aim is to provide you with first class medical care whilst treating you promptly, courteously and confidentially. This leaflet is for both existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our practice operates. Our team comprises of four GPs, one practice nurse and one healthcare assistant supported by the practice manager, reception and admin staff. For registered patients the practice serves the area of Fitton Hill, Hathershaw and Bardsley. We offer a full range of normal general practice services, as well as some more specialist services. We can accept patients from across the OL8 postcodes. If you would like to register with us, please complete one of our registration forms. You will be registering with the practice so you can book appointments with any of the practice Doctors or Nurses of your choice. Just ask a receptionist. Hill Top Surgery is currently operating from a portacabin on Deanshut Road and will be relocating to a new building on Fircroft Road in Spring The building is designed to the latest standards and is fully accessible for wheelchair users. There are disabled parking bays in the car park, toilet facilities with disabled access and easier access seating in reception. If you do require any assistance when you are in the centre please speak with reception. We look forward to working with you to improve your health. The Practice Team Hope Citadel Healthcare Hill Top Surgery is run by Hope Citadel Healthcare which aims to provide all round whole person healthcare. Hope Citadel Healthcare which is a Community Interest Company. It means that we have chosen to be focused on bringing benefits to the communities where we work. It also means that we are a not for profit organisation and any surpluses that we make will be reinvested back into the practice for the benefit of our patients. Hope Citadel Executive Management Team Laura Neilson Chief Executive Dr John Patterson Medical Director Dr. Dev Shanker Clinical Lead and Information Governance Lead Mr Rob McLean Finance Director Denise Fay Lead Practice Manager Vanessa Morris PA Medical students Hill Top Surgery assists with the training of Student Doctors in conjunction with Manchester University. This means hospital doctors and medical students may sometimes be present for consultations. You will be informed when booking an appointment if this is the case and given the opportunity to refuse your permission. If you agree to be seen by a medical student it will in no way affect your care. Company Office Hill Farm House 51 Broad Oak Crescent Oldham Greater Manchester OL8 2PX

3 Complaints and Feedback All our staff at Hill Top Surgery are working to provide the best possible care and service to our patients. To help us achieve this we would love to have your informal feedback about how we are doing and how we could improve. Indeed, patient feedback is important to us and at various times during the year you may be asked to complete a patient feedback form to let us know how you think we are getting on. If you feel that you have not received the highest possible care we would like you to let us know. Whenever possible you should raise your complaint with the member of staff concerned. The member of staff will try to resolve your complaint as quickly as possible. Sometimes the problem may be resolved on the spot, or it may need to be followed up after an investigation has been undertaken. We will acknowledge your complaint within two working days and then if any investigations need to be done we will then discuss with you a timescale to respond to your complaint. Complaint forms are available on request from reception. You can make a complaint or leave feedback by: Speaking to a member of staff Filling in a form available from reception Call us on Or write to us at: Practice Manager Hill Top Surgery Fircroft Road Fitton Hill Oldham OL8 2QD Violence and Abuse We are committed to establishing and maintaining a working environment in which staff are treated with dignity and respect. Our aim is to create an environment free from violence, including harassment, bullying and intimidation of any kind. Such behavior will not be tolerated under any circumstance. We operate a zero tolerance policy, a copy is available at reception. Staff Doctors Dr John Patterson (Male) Dr Katie Pieroni (Female) Dr Adekemi Adeyemi (Female) Dr Andrew Elliott (Male) Practice Nurse Adele Broad and Nicola Lee Will help you to manage any long term conditions such as Asthma, COPD, Diabetes, Heart Disease, High blood pressure and more. Adele also runs a weekly child and baby clinic and can offer advice on contraception and sexual health Healthcare Assistant Carole Hill Do exactly that and support the GPs and Nurses in their roles by doing blood tests, new patient checks, weight loss clinics and support in the annual reviews and much more. Carole also runs our weekly Baby Boogies parent and toddler and Inspire, a weekly drop in social group Community Nurse Ruth Chorley works in the community with patients who need extra support. This can be anything from listening and health advice to liaising with social care, education, benefits and other agencies On site Counsellors Our on site counsellors offer excellent counselling support on a oneto one basis and do run groups from time to time. Please see your GP if you feel you could benefit from this service Reception and Admin team The first people you speak to, the reception team are here to make it all happen. From appointments, registration, clinic times, repeat prescriptions and referrals the reception and admin team will be able to answer many of your questions or point you in the right direction Practice Management Lisa Nolan heads up the back office to make sure things run smoothly on a day to day basis Practice Team Lisa Nolan Practice Manager Jennie Reception Leanne Reception Karen Reception Vanessa Administrator Anna Administrator

4 Doctors Availability Monday AM Dr Pieroni Dr Elliott At times we may be required to use Locum GPs here at the surgery. This may be to cover Doctors holidays or sick leave. We try, where possible, to use the same Locum GPs for continuity. All Locum GPs that work here have been carefully recruited, checked and audited to ensure our high standards of care are maintained. When you book an appointment we will let you know if it is not going to be with one of our regular Doctors. PM Dr Pieroni Dr Elliott Tuesday Dr Patterson Dr Patterson Dr Pieroni Wednesday Dr Adeyemi Dr Adeyemi Dr Pieroni Thursday Dr Adeyemi Dr Elliott Friday Dr Patterson Dr Adeyemi Saturday Rota Dr Adeyemi Dr Elliott Dr Patterson Dr Adeyemi NHS Oldham NHS Oldham is responsible for the commissioning of services across the borough. These include family doctors, dentists, pharmacists and opticians; district nurses, health visitors, school nurses, podiatrists, speech and language therapists, audiologists and occupational therapists, as well as many more. NHS Oldham are also responsible for commissioning out of hours care, which is provided by Go to Doc. If you would like to contact NHS Oldham. You can write to them or phone them on the details below. NHS Oldham, Ellen House, Waddington Street, Chadderton, Oldham, OL9 6EE Telephone: Patient Forum Hill Top Surgery is striving to provide the best possible healthcare and recognises that this can only be achieved by working in partnership with our patients. To this end, Hill Top Surgery will start a patient forum which we hope will: contribute to the continuous improvement of services; foster improved communication between the practice and its patients; help patients to take more responsibility for their health; and provide practical support and help to implement change. If you would be interested in being involved in this voluntary forum please ask to speak to the practice manager for more information. To achieve its aims the forum needs to be fully representative of the wider patient list and so we welcome applications from all that are interested please do not think that you have nothing to offer!

5 How to register In order to register you will have to complete two forms which can be downloaded from our website or you can collect them from reception. Once completed you will need to book in for a new patient health check which will be performed by our Healthcare Assistant. If you are over 40 you will be required to have a fasting blood test during the health check. For more information please ask reception. Once the health check is complete you will have the opportunity to meet with one of our Doctors. We ask that you bring any medication you are on to this appointment. You will then be registered as a patient of Hill Top Surgery and will be able to access all the services we offer. We register all new patients with the practice not an individual GP which gives patients the choice over which GP they see. It may mean on some occasions you may have to wait a little longer to see a particular GP. If you would like to book an appointment with a particular GP please state this at the time of the booking. When registering you will also need to provide 2 forms of identification. One piece of photo ID and one proof of address. Please ask at reception for a list of acceptable identification. You will not be able to register without showing us these. Clinics We run a full range of clinics. For an appointment or if you have any questions, please call reception on Child health and Immunisation All new babies are invited for regular check ups from eight weeks old and will be invited for their routine child vaccinations. Contraception and Sexual Health We offer ongoing advice and run a monthly clinic for coils, implants, the pill or your chosen method of contraception. Health reviews If you suffer from a long term condition such as Asthma, COPD, Diabetes, Heart Disease, High Blood Pressure etc, our nursing team will call you in for a regular health review to keep you healthy Phlebotomy Service Samples can be taken Monday Friday by our Healthcare Assistants and Nurses. Weight Management, Diet & exercise advice Advice and support to get and stay healthy, whether you have a long term condition or you need general advice. Travel Clinic Offering advice and vaccinations for when you travel abroad to help you stay healthy. Please remember to book in plenty of time before you travel (at least. 2 months) and that some of these services may attract a charge. Counselling We have a team of counsellors that work at our surgery who can help you with a range of issues including stress, anxiety, marital problems. Alcohol and Drugs support Weekly one to one support is available with our onsite ADS workers Please ask a GP/member of staff for details. Stop Smoking Support Weekly onsite support to help you quit smoking and stay smokefree.

6 Repeat prescriptions If you have medication that you will be taking regularly the Doctor may put it on repeat. To order medication that is on repeat you can: Order in person Ask a member of the reception team at any time during our opening hours Order by post, fax or Send us the right hand side of your prescription with ticks against the medication that you require. If you have lost the right hand side just put the details on a piece of paper but remember to include your name, date of birth and exactly which medications you require to avoid any delays. Our address, fax number and address is on the back page of this leaflet. Order Online You can order your medication by ing the surgery through our practice website or at info@hilltopsurgery.org Patients should give 48 Hours (2 working Days) notice when ordering repeat prescriptions, no prescriptions are issued at weekends or on bank holidays. It is your responsibility to ensure you have a sufficient supply of repeat medication, especially during weekends and bank holidays Make sure you check your medicine supply regularly. Please do not order supplies more than 5 days in advance (Except Holidays) Your original prescription has a green side (retained by the chemist) and a white side which details all medications that are available for you to request. Tear off the white side (right side) of the prescription to use when making your next request. If you have misplaced the slip then the receptionist can print it off for you again, showing all items which are authorised for regular repeats. If you have had medication from us before but it isn't on the slip then you can put a request in the same way and it will be passed to the Doctor. It is then the Doctors decision to issue it but there is no guarantee and you may be called for a medication review before you are given a prescription. Out of hours Care If you need to see a Doctor outside of our opening hours then please phone the surgery number as usual and you will be given the phone number of Go to Doc who provide our out of hours care. Other local NHS services Call NHS Direct on for free expert NHS health advice and information 24 hours a day (calls charged at local rates). Or log onto In addition, the NHS Direct selfhelp guide Not feeling well? is available at the back of all new Thomson Local telephone directories. Primary Care Emergency Centre (Walk in Centre) based at Oldham Integrated Care Centre, New Radcliffe Street, OL1 1NL, Opening Hours Mon Sun 8am to 8pm. Your local pharmacist will be able to give you free health advice and you don t need an appointment. Many pharmacies operate extended hours on a rota basis. For details call NHS Direct on The Royal Oldham Hospital A&E. In the event of an accident or emergency please attend your local A&E department. In all other circumstances please do contact the surgery first, we offer on the day appointments for urgent cases and it may save you a significant wait. Keep It or Cancel It, But Don't Forget It... It is important to let us know if you cannot make you re appointment. Missing appointments means It keeps other patients waiting Appointments cannot be given to others that need them You may not get the help you need It uses up staff time setting up appointments and preparing any paperwork or equipment. We offer text messaging Reminder service and the ability to book and cancel appointments online. Please speak to a member of reception staff to register for either service.

7 Fees The majority of work carried out by our Doctors is done free of charge on the NHS. However there are some exceptions where fees are charged to certain services performed by the Doctor. Examples of non NHS services for which GPs can charge their NHS patients are: Signing passport application forms Certain travel vaccinations Private medical insurance reports Holiday cancellation claim forms Referral for private care forms Letters requested by, or on behalf of, the patient Examples of non NHS services for which GPs can charge other institutions are: Medical reports for an insurance company Some reports for the DSS/ Benefits Agency Examinations of local authority employees You can find a list of our current fees by asking at reception or looking on our website. If there is a charge associated with anything we provide you we will inform you of it before you the work is done. These fees are payable upon collection of form, certificate or letter, or when a medical is carried out. Please note that we are not able to offer credit as we do not have a Consumer Credit Licence. As well as informing you of the charge we will also give you an estimate of how long it will take to complete the form / letter. In most cases it will take up to a week to do. This may be due to the particular Doctor who needs to complete it not being in, us requesting your medical records or the complexity of the form / letter. If needed you may be asked to attend the surgery so the Doctor can assess you or ask for more information We require 48 HOURS (two working days) notice for completion of all prescription requests. Urgent requests will be passed to the doctor to deal with, please call the surgery to find out if it is ready for collection before you come to collect it. If you require your prescription to be picked up by a pharmacy please ensure that your request is clearly marked or ensure that you tell us when you telephone/fax or e mail. It is your responsibility to inform the pharmacy that they need to collect your prescription. ***Please take note of any messages we may leave for you either printed or stapled to the righthand side of your prescription. The chemist will always give this side back to you when you collect your prescription from them. If we have asked to see you for a review then it is important that you make an appointment with your GP or Practice Nurse. Repeat Ordering and collection Service Some of the local pharmacies also provide a repeat ordering and collection service. This service involves your local Pharmacy retaining your repeat slip, and then when you need to reorder your medicines you s imply contact your local Pharmacy and they will take your order and forward your slip to your doctor, they will then collect the prescription from the surgery, have it dispensed, and ready for you to collect from the pharmacy. This will save you having to make a separate journey to the surgery and prevent you having to wait in the pharmacy for your prescription to be dispensed. It will mean that you will get your medication on time and will avoid late ordering. To sign up for this service you need to contact your local pharmacy, give them the list of your regular medication and they will deal with everything else. Below is a list of few pharmacies that you could sign up with. (Please note: This service is not available at every pharmacy, so please ask for details at your local pharmacy).

8 Your healthcare Booking appointments You can book appointments by phone, in person or online via our website. Please ask at reception for online booking log in and password information. Planning appointments The surgery runs different types of GP appointments each day You can book a regular appointment with a GP up to 7 weeks in advance. This means you are most likely to be able to see a GP at a time that suits you. This is best for non emergencies and ongoing care. Each day some appointments are made available 2 days in advance so you should be able to get an appointment with a GP within a week. Each day there are a limited number of emergency appointments available. These are for those who need to see a GP urgently on the day. We really would prefer for you to come to us instead of going to A&E or the walk in centre. Please let reception know if your request is urgent. Telephone Consultations If you need to speak to a GP but don t need to book a full appointment ask at reception and we will arrange for you to be called back. Home visits If it is not medically possible for you to come into the surgery and you are housebound we can arrange for a home visit. Please request before 10am on the day where possible. We send text reminders to your phone the day before the appointment If you cannot make your appointment please let us know as early as possible. Missed appointments cost the NHS millions of pounds each year and delay care for other patients. Test results Please call the reception to enquire about your test results. When you have your test you will be told how long it will be before the results are returned to the practice (typical waiting times below). It is your responsibility to check your results and to make an appointment to discuss them with your Doctor if your are advised to do so. Please be aware that some tests / investigations can take longer than a week. Type of sample Blood Test Urine / Stool Sputum Nail Clippings Skin Scrapping Semen Samples Smear Samples Scans X-rays Histology / Biopsies Swabs Time Taken 2-5 days ( Some take longer ) 3-5 days 7 days 14 days to 6 weeks 14 days Up to 21 days 2-3 weeks 2-3 weeks 2 weeks 4-6 weeks 3-5 days Confidentiality and Data Protection Due to patient confidentiality we are unable to give out information to anyone other than the patient themselves, without prior written consent. This includes everything from medical information, test results, and appointment times, even down to the simple fact of whether someone is registered with us. Please understand we are not trying to be obstructive by refusing to divulge information but simply attempting to maintain our patient s privacy. The Data Protection Act 1998, gives patients the right to access to their health records. Any request for access to health records must be made in writing or electronically. There may be a charge for this service. We will respond to requests for access within 21 days.

PAGE 1 0F 14. G:\MASTER documents to print out\new PATIENT QUESTIONNIRE & Patient Id - ADULT March 2016 ONLINE.doc

$PAGE 1 0F 14. G:\MASTER documents to print out\new PATIENT QUESTIONNIRE & Patient Id - ADULT March 2016 ONLINE.doc$ PAGE 1 0F 14 Keep this blank page if printing double sided PAGE 2 0F 14 The Surgery Amersham Health Centre Chiltern Avenue, Amersham, Bucks HP6 5AY Tel 01494 434344 : Fax 01494 733711 Dear Patient Thank