Otterfield Medical Centre NHS

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1 Otterfield Medical Centre NHS Patient Information Leaflet 25 Otterfield Road, Yiewsley, West Drayton, Middlesex, UB7 8PE Tel: , Fax: Welcome to Otterfield Medical Centre This practice is a one-stop centre, providing personal medical services. It is managed by skilled team of doctors, nurses and administrative staff. Our aim is to provide quality healthcare with emphasis on disease prevention and healthy lifestyle. Surgery Opening Hours Monday to Friday - 8 am to 6.30 pm Extended Hours (by appointment) Saturday 9 am to am Practice Team General Practitioners Dr V Paramanathan (Male) MBBS DFFP, Dr F Mian (Male) MBBS MRCGP DCH Dr H Sabharwal (Female) MBBS DFFP, Dr M Zulfiqar (Male) MRCGP, MRCP Dr S Welkhu (Female) MBBS, MRCGP Practice Manager Mrs J Nijjar Practice Nurses Mrs Tina Thomas RGN Mrs Jane Bailey RGN Healthcare Assistant Mrs Jackie Burrows

2 Appointment We operate an appointment system. Reception staff will answer calls from 8 am. We provide an appointment: Within 24/48 hours Routine appointment can be booked 2 weeks in advance, with the doctor of your preference Urgent cases requiring medical attention will be dealt with on the same day. We have a number of appointments that can be booked online directly into the clinical system. Please let us know if you cannot keep your appointment. Home Visits If you are housebound or too ill to come to the surgery, a doctor or a nurse either will provide telephone advice or visit you if appropriate. Please understand that we would prefer you to attend the surgery where all the facilities are available. Please make your request before 10 am. Out of Hours Cover When the surgery is closed, please telephone where a recorded message will give you the NHS 111 number (Call 111) for you to contact. You will be triaged by a fully trained adviser. Telephone Access If you require an advice regarding your illness, please speak to the receptionist. She will advise you when the doctor or the nurse will return your call. Repeat Prescriptions If you are on regular medications, you may request your prescription by ticking the items that you require on the re-order slip and either place the slip in the designated prescription box in our waiting area or hand in to reception. Alternatively arrange with a local pharmacist to request & collect your prescription. Request Repeat Prescriptions Online Using our online services, you are able to request repeat prescriptions quickly and easily. To use this service, you must be registered & have log in details A new way to get your medicines and appliances The Electronic Prescription Service (EPS) is an NHS service. It gives you the chance to change how your GP sends your prescription to the place you choose to get your medicines or appliances from. What does this mean for you? If you collect your repeat prescriptions from your GP, you will not have to visit your GP practice to pick up your paper prescription. Instead, your GP will send it electronically to the place you choose, saving you time

3 Please allow two working days for collection. Telephone requests are not accepted. Child health Clinic Child Health Clinic is held weekly for immunisation, developmental assessment and advice. Smoking cessation Smoking cessation clinics with successful outcome is available in our practice. If you need help in giving up smoking, you may consider joining our smoking cessation clinics. For more information, ring the surgery between 9.00am 6.00pm on Monday Friday. Clinics We provide the following clinics here at the surgery. Asthma & COPD Diabetes Hypertension & Heart Disease Well Women Clinic Family Planning & Cervical Smears Travel vaccination Additional Services Maternity care Counselling Minor Surgery and treatment of warts Lifestyle (smoking cessation, weight reduction) clinic Extended surgery Chronic disease review If you suffer from diabetes, chronic airway disease, asthma, heart disease and high blood pressure, please ensure that your health status and repeat medications are reviewed annually. Minor Illness Care We offer nurse led minor illness care. You will be seen by a specialist nurse who can give advice and if necessary provide prescriptions. You will be asked by the receptionist for brief details about your illness so that an appointment can be given. New Patients Our practice list is opened to register new patients. You can register at reception by using a registration form and supplying us with proof of identity and address. All new patients will be asked to attend a new patient health check with the practice nurse. This will be arranged when registering and failure to attend this appointment will cancel your registration.

4 Laboratory Test Results We do not routinely phone patients with test results unless medication is urgently needed. It is your responsibility to call to check on your results. Test Results can only be given to the actual patient because of confidentiality. Please telephone for the results between 12 noon to 2 pm. Information Technology The practice uses information technology for most of its day to day activities, prescribing and information. Patients records are held in accordance with the guidelines of the data protection act. Confidentiality ALL patient information is handled confidentially according to NHS guidelines. You have the right to access any personal information held under the Data Protection Act but a charge may be payable. We will not disclose any details to other agencies unless we have your written consent. Chaperone A chaperone is a person who serves as a witness for both a patient and a medical practitioner as a safeguard for both parties during a medical examination or procedure. If you feel like you need a chaperone during your consultation, please do not hesitate to ask at the main reception or ask the clinician at any point during the consultation Change of address and telephone numbers We ask that you notify us of any change to your address or telephone numbers. We can only use these current details, so if they have not been updated then we may not be able to contact you when necessary. The Practice area The practice area covers Yiewsley, West Drayton, parts of Hillingdon and Cowley. Direction to the surgery The surgery has a large car park and disabled access.

5 Complaints and Suggestions If you wish to make a complaint, this should be made to the Practice Manager initially in writing. You will receive a response within 10 days. A full written response will be offered. If you are unhappy at that point, you can arrange to come in and discuss the problem further with a doctor and/or Practice Manager. If you're unhappy with the response to your complaint after trying a local resolution, another option is to complain to the Parliamentary and Health Service Ombudsman Your views on the quality and type of services provided by the surgery and any suggestions on how to improve these services are welcome. Please contact the Practice Manager either by telephone or writing. Zero Tolerance In common with the rest of the NHS we operate a zero tolerance policy on any issues of abuse whether verbal or physical on any member of staff or person on the premises. We have the right to remove a patient from our list and to inform the police of any such incident. Please be informed we now operate CCTV cameras and recording equipment within the public areas of this surgery. Thank you for choosing our practice.

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