A GUIDE TO OUR SERVICES. Canon Street Medical Centre. Canon Street Medical Centre 122 Canon Street, Leicester, LE4 6NL.

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1 Canon Street Medical Centre A GUIDE TO OUR SERVICES Canon Street Medical Centre 122 Canon Street, Leicester, LE4 6NL Tel: Fax: Website:

2 Doctors OUR STAFF Dr B V Modi (male) BMSc (Hons), MBChB, FRCGP, DCH, DRCOG, DFFP Qualified: Dundee 1986 Dr Modi has been with the practice since He offers a full range of general practice care to his patients. Registrar This is a training Practice and from time to time there will be another qualified Doctor in training who will be able to see you. Practice Nurses Mrs Hina Shah Our Practice Nurse deals with a range of conditions and health concerns. She is experienced in many areas of disease management. Practice Manager Mrs Mukta Modi BSc (Hon), DPSI, PGCME The Practice Manager will be able to help you with any administrative problems you may have with the way our practice is run. Receptionists Miss Nirali Jagdish Mrs Indira Patel Secretary Mrs Baljit Kaur Matharu Our Receptionists are here to help you. They answer the phone, deal with enquiries and make appointments. Repeat prescriptions will not be taken over the telephone. Their job is very demanding so please be patient. WELCOME Canon Street Medical Centre serves the Leicester East area. Canon Street Medical Centre is a training practice. This means hospital doctors wanting to enter general practice spend six months to a year with us in order to gain the experience they need to become family doctors. As a training practice, your medical records may be used for educational purposes. 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. If you live in the LE4 postcode area and would like to register with this practice, please complete our registration forms that are available from our reception. The Practice We are a traditional family Doctor service. We aim to provide the highest standards of a modern scientific and caring general practice. We are proud of our surgery, which provides a variety of services on site. Patients with particular needs The surgery is fully accessible to patients using a wheelchair and other disabilities. There is a toilet equipped for disabled people. We also have parking space outside the practice. Our Mission To provide our patients with the highest standard of healthcare which is comprehensive, friendly and accessible;

3 To listen to the view of our patients; To treat patients promptly and in complete confidence; To treat patients with courtesy, respect and as equal individuals. If your condition is non-urgent, you can expect to see a GP within two working days, though you may have to wait longer if you want to see a particular GP. Surgery Opening Times Monday 8.00 am to 7.30 pm Tuesday 8.00 am to 6.30 pm Wednesday 8.00 am to 6.30 pm Thursday 8.00 am to 6.30 pm Friday 8.00 am to 6.30 pm Clinic Times Mondays am pm Tuesdays am pm Wednesdays am pm Thursdays am Fridays am pm Dr Modi has telephone triage between 8.30 am and 9.20 am. New Patients We welcome new patients and families who are offered a registration check up with the Practice Nurse. This is a 15 minute appointment in order to summarise medical history, record blood pressure, height, weight, urine check and discuss any other medical conditions. APPOINTMENTS All surgeries are held by appointment only which can be made by either telephoning or calling into the surgery. We will always do our best to meet your requests. Every effort is made to see urgent problems and spaces are kept each day for emergencies. We also book appointments one week in advance. If you don't need an appointment within two working days, you also have the option to book up to 1 week in advance if this is more convenient for you. How you can help us: Be on time for your appointment Tell us if you need to cancel Call for a home visit or urgent appointment before 10am Please hand in medication repeat prescription sheet 2 days before medication is needed. Ring for test results after 9.30 am Appointment Times Appointments are available from 8.30am to 11.00am and from 4.00 pm to 6.00pm and on extended hours until 7.30pm. If you cannot keep your appointment, please let us know as soon as possible so that we can offer your appointment to someone else. If you wish to speak to the Doctor please telephone the surgery between 8:30am and 9:20am. Accident and Emergency / 999 Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest Accident and Emergency department or call 999. A&E departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment. Home Visits Urgent cases are seen on the day.

4 If you are too ill to attend, please telephone the surgery before am giving details. Where possible, you will be given an approximate time of the visit. This helps the Doctor plan his/her day. Non-attendance for booked appointment If you are unable to attend the surgery when you have a booked appointment, please cancel or inform the surgery of your inability to attend, so that this appointment can be used for another patient, thus not wasting appointment time. Chaperone Service Staff are trained in chaperone service Please tell us if you want someone to accompany you during an examination or in a private room to discuss any matters. Remember that the results of tests can only be given to the patient Repeat Prescriptions Please hand in or post your repeat prescriptions to the surgery. Always use the computer request slip. For new medication, not prescribed by Doctors at this surgery, please provide a hospital letter or container. Try to give at least 48 hours notice. Please do not ask for repeats over the telephone as this can lead to errors. If required, you can arrange with your local pharmacist to collect and deliver your prescriptions to you. If you require any information on how to take your medication, please contact us or your local pharmacy. Test Results We will inform you of any abnormal test results. Results are normally received within one week. Cervical smear results are received within 2 weeks. When telephoning the surgery for test results, please call after 9.30 am. Specialist and Hospital care If a GP or another member of our health care team believes you need hospital treatment or specialist care elsewhere, they will ask you where and when you would like to go. They can then book your appointment electronically while you wait. If you would prefer to have some time to think before deciding where and when to have treatment, you will be offered the option of calling the practice later and we will be able to book your appointment then. Change of Details Please remember to advise reception staff about any change in name, address or telephone number. Up to date patient records are vital for access to health services. Sick Notes For the first 7 days of sick leave, you will need to complete Self Certificate form SSP SC2 available from Reception. After 7 continuous day s absence from work, it is necessary to see a Doctor. Health Promotion CLINICS The Practice undertakes a variety of health promotion activities, including: Well person checks Cervical smears and advice on breast examination Family planning including cap and coil fitting Asthma care Diabetes care Nutrition and dietary advice Travel advice and vaccination Childhood and tetanus vaccinations Smoking - cessation Teen screening

5 Child Care Phlebotomy BP checks Chlamydia Minor surgery NHS Health Check New patient Health Check The Health Visitor is a qualified nurse available at a local clinic. She is able to help families, couples, single people, teenagers, babies and young children. Maternity Services Ante-natal clinics are held by the midwife every Wednesday morning from 9.30am. If you become pregnant, you will be given a booking appointment (1 hour) at which the midwife will ask you a few questions and carry out some general health checks. You will be seen regularly throughout your pregnancy either at the practice or at the local hospital, or both. A team of midwifes deliver parental education and information in the pre-natal, ante-natal and post-natal periods. Community Nurses District Nurses provide skilled nursing care to patients in their own home and help with the following: Assessment of health needs dressing, suture removals Advice and care of the acutely, chronically and terminally ill Advice on continence and aids to daily living. Clinics are held on Tuesday afternoons from 2.30pm to 3.00pm and Friday mornings from 9.30am to 10.00am. Immunisation Immunisation Clinics are available on Friday afternoons from 3.30pm to 6.30pm and this is carried out by the Practice Nurse. All new babies are invited for regular check-ups from eight weeks old. Practice Therapist The Practice Therapist is available on Monday afternoons from 9.00am to 12.00pm. Phlebotomist Mondays Healthcare Assistant 5.00 pm to 7.00 pm Healthcare Clinics are held on the following day:- Advice on Minor Illness Fridays 8.30 am pm For advice on minor illness, please contact your local pharmacist. If you are entitled to free prescriptions, please inform the pharmacist as over-the-counter medicines may be given without charge. Translation Services For patients requiring assistance in translation, we can provide translation services in Hindi, Gujarati, Punjabi and Tamil. Please let us know if you need this service when booking an appointment. If any other language, please inform us in advance, so that we can arrange for an interpreter to be present. Out of Hours

6 For medical help between 6.30pm and 8.00am on weekdays and all day during weekends and Bank Holidays please call: 111 Practice Charter For NHS advice please telephone: 111 Our practice aims to provide appropriate and accessible primary health care services to meet the individual and cultural health needs of our patients and carers. Patients and carers will be treated with courtesy and understanding where confidentiality will be maintained at all times. We aim to: Enable you to see a Doctor the same day if the problem is medically urgent. Provide a home visit if ill-health prevents you from attending the surgery. Process your repeat prescription requests within 2 working days and ask you to see a Doctor/Nurse every 3-6 months for a check up if receiving regular medication. Keep you informed of the services we offer and any appropriate information that affects your health and treatment. Help us to help you: To provide an efficient and effective service by treating us with courtesy and understanding Only request a visit out of hours if it is a REAL EMERGENCY It is essential that you: o Arrive promptly for your appointment o Cancel appointments you cannot attend o Inform us of any changes to your name/address/telephone number. Patient Confidentiality you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. PATIENT REQUESTS FOR ACCESS TO MEDICAL RECORDS When patients request that they wish to see their medical records, they will be asked to telephone back the next day. The GP will be informed of their application and an appointment will be offered to them. Patients are allowed to see manually held medical records after 1 st November There is a charge of to see records. The time limit from the patient requesting inspection to the time they have access to medical records is 21 days. You have a right to know what information we hold about you. If you would like to see your records, please speak to our Practice Manager. We respect your right to privacy and keep all your health information confidential and secure. Comments Any patient wishing to comment on services should contact the Practice Manager. If a patient has any comments or concerns, we hope to address the issue and resolve matters as soon as possible. There is also a comments/suggestion box in reception. Complaints Procedure Canon Street Medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. We operate a practice complaints procedure, as part of the NHS system for dealing with complaints and the forms are available from Reception. In the majority of cases, concerns can be resolved quite easily. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give

7 However, if you feel we have not dealt with the issues you have raised as you would wish, you can contact Leicester City Clinical Commissioning Group, who deal with complaints which can often help resolve any problems before they become formal complaints. Please contact: - Leicester City Clinical Commissioning Group, St John's House, 30 East Street, Leicester, LE1 6NB Tel: or lcccgcomplaints@leicestercityccg.nhs.uk If you remain dissatisfied with the responses to your complaint, you have the right to ask the Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Complaints Helpline: from 8:30am to 5:30pm, Monday to Friday. phso.enquiries@ombudsman.org.uk Courtesy and Respect The practice supports the Government s NHS Zero tolerance zone campaign. Violence and abuse is a growing concern. GPs and their staff have the right to care for others without fear of being attacked or abused. We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients. Patient Participation Group We hold regular patient forum meetings of our volunteers for the Patient Participation Group for this practice. The aim is to improve communication between patients and the practice, facilitating open and constructive discussion, and analysis of service provision. It involves attending regular meetings and being actively involved in looking at ways to improve our service. If you are interested in joining the group please contact our Practice Manager. Practice Website For any further information please see the practice s new website: Other local NHS Services As well as our practice, there are many other local NHS services you can contact for health advice, information or treatment. Before you do, remember that you can treat many minor ailments such as colds, coughs and indigestion by keeping a well-stocked medicine cabinet at home. We suggest you keep the following: Paracetamol and aspirin (children under 16 and people with asthma should not take aspirin) Mild laxatives Anti-diarrhoea medicines Rehydration mixture Indigestion remedy (for example, antacids) Travel sickness tablets Sunscreen SPF15 or higher Sunburn treatment (for example, calamine) Tweezers and sharp scissors A thermometer A selection of plasters, non- absorbent cotton wool, elastic bandages and dressings. Remember Keep the medicine chest in a secure, locked place out of reach of small children.

8 Always read the instructions and use the suggested dose Watch expiry dates don t keep or use medicines past their sellby date Take all unwanted and out-of-date medicines back to the pharmacy Your local pharmacist Your local pharmacist will be able to give you free health advice at any time you don t need an appointment. Many pharmacies operate extended hours on a rota basis. Call NHS Direct for details. NHS Walk-in Centres When this practice is closed, you can have treatment for minor injuries and illnesses, 7 days a week, at NHS Walk-in Centres. You do not need an appointment. SSAFA Care Walk In Centre, NHS Leicester City Merlyn Vaz Health and Social Care Centre 1 Spinney Hill Road, Leicester, LE5 3GH Tel: Opening hours: 8am to 8pm, Monday to Sunday Urgent Care Centre, Leicester Royal Infirmary Infirmary Square, Leicester, LE1 5WW Tel: Opening hours: a.m. to Midnight Oadby & Wigston Walk-in Medical Centre 18 The Parade, Oadby, Leicester, LE2 5BJ Tel: Opening hours: - 8am to 8pm, Monday to Sunday Loughborough NHS Walk-In Centre Pinfold Gate, Loughborough, Leicestershire, LE11 1BE Tel: Opening hours: - 24hrs, 365 days NHS 111 SERVICE NHS 111 service offers free expert health information and advice 24- hours a day on 111 or at their website, which also offers an enquiry service. Your local Clinical Commissioning Group The area served by Canon Street Medical Centre is within the Leicester City Clinical Commissioning Group. Leicester City CCG is responsible for ensuring you get all the services you need. For details of all primary care services in the area, look at or get the information you need at Leicester City Clinical Commissioning Group St Johns House, 30 East Street, Leicester, LE1 6NB Tel: ccg@leicestercityccg.nhs.uk Contacting us Canon Street Medical Centre 122 Canon Street, Leicester, LE4 6NL Tel: Fax: Opening hours: Monday 8.00 a.m. until 7.30 p.m. Tuesday to Friday 8.00 a.m. until 6.30 p.m. Evenings and weekends For urgent advice and treatment when our practice is closed, please call

9 USEFUL TELEPHONE NUMBERS Canon Street Medical Centre Tel: Fax: Out of Hours Emergency Number: (6.30pm and 8.00 am on weekdays, all day weekends and Bank holidays) Tel: 111 Health Visitor Tel: / Tel: District Nurse Tel: Midwife (LGH) Tel: Community Matron Tel: Customer Services (NHS) Tel: HOSPITALS Leicester Royal Infirmary Tel: Leicester General Hospital Tel: Glenfield Hospital Tel: Nuffield Health Hospital Tel: Spire Leicester Hospital Tel:

A guide to our services

A guide to our services Contacting us Cherry Tree Surgery 132 Upper Commercial Street, Batley, WF17 5DH.Tel: (01924) 471115 (2 lines) Opening hours: Mon,Weds, Fri 8.30am -6pm Tues 8.30am -7.30pm. Thurs 8.30am 1pm Also branches