Riverside Surgery 48 Worthing Road Horsham RH12 1UD Telephone: 0844 815 1095 Fax: 0844 815 1096 Web-site: www.riversidesurgery.gpsurgery.net Opening Hours: Monday to Friday 08.00-13.00 & 14.00-18.00 The telephone lines are open from 08.00 to 18.30. Riverside Surgery is situated on the south west side of central Horsham and serves approximately 7,700 patients living within a 3 mile radius. There is a small car park at the front of the building and limited street parking. There is a ramp at the side of the building leading to an automatic door for wheelchair and pushchair access
Dr Josephine DeBono (Partner) BM,DRCOG,MRCGP GMC: 2569118 THE DOCTORS Dr Tanya Lawson (Senior Partner) MBBS,DCH,DRCOG,MRCGP,DTPC GMC: 2703178 Dr Matthew Davies (Partner) MBChB, MRCGP, DCH GMC: 6118767 Dr Rikin Amin (Salaried) MB ChB, MRCGP GMC: 6159236 Astrid Gale Deborah Tilsley Christine Brooks Julia Bell Christine Brooks Deborah Bovey Lynn McCutcheon Linda Boniface Dawn Burgess Trudy Sullivan THE NURSING TEAM Senior Practice Nurse RGN, Asthma Diploma, Diabetes Diploma, Practice Nurse RN Practice Nurse Practice Nurse RN, Asthma, COPD Practice Nurse Health Care Assistant (HCA) NVQ3 PRACTICE STAFF Practice Manager Senior Receptionist Medical Secretary Office Administrator/Secretary We have a skilled and dedicated team of receptionists and administrative staff. ATTACHED STAFF District Nurses, Health Visitors, Midwives and Community Matron can all be contacted via the surgery. GENERAL PRACTICE TRAINING We have been accredited as a training practice and Dr Tanya Lawson has been accredited as a GP trainer for GP Registrars. Registrars are fully qualified doctors who have been gaining experience in hospital medicine and are now completing their training in order to become a general practitioner. The practice needs to be regularly inspected and only doctors approved for this purpose will carry out the assessment. Sometimes the doctor may wish to video record their consultations but your permission will always be requested beforehand. However please be assured your treatment will not be affected in any way should you not wish to take part. Riverside Surgery page 3
We value the opportunity, with your assistance, of helping to develop the family doctors of the future. HOW TO REGISTER To register at Riverside Surgery the following documents are required: NHS Medical Card or Registration form (GMS1) available at reception New Patient Questionnaire Red Book/Record of immunisations for children under 5 Please note we will need your last home address plus the name of the doctor and surgery address where you were registered. We cannot register you unless we have this information. You will also be asked for identification to prove your identity plus evidence of your address in Horsham. Please note we will photo copy these documents for our records. Acceptable forms of identification are: Photo Driving licence/passport/birth certificate Bank or building society statement in your name showing your Horsham address Utility bill in your name showing your Horsham address. Lease/tenancy agreement/rent book If you are unable to produce identification to prove your identity or your address in Horsham we may not be able to register you. When you register you will be offered an appointment with our Health Care Assistant for a New Patient Medical. When you attend this appointment you will need to bring a urine specimen with you to be tested. OUR PRACTICE CHARTER Our Responsibilities Waiting time- Consultations with the nurse or doctor are by appointment only. Except in exceptional circumstances you should expect to be seen within 30 minutes of your appointment time. If you have to wait longer than 30 minutes then you should always be advised as to why the surgery is running late. Home Visits- We will visit you at home if you are too ill or infirm to be brought to the Surgery. Access to the doctors- You should expect to be able to be seen by a Doctor or Nurse for an emergency on the same day. For all routine appointments you should be able to be seen within 48 hours unless you wish to see a specific doctor. Preferred Doctor- When booking an appointment you may request to see a specific doctor. We will do all we can to accommodate your request but there may be times when the doctor of your choice is not available at the time or on the day you wish to be seen. Repeat Prescriptions- To patient safety, we do not accept requests for repeat prescriptions over the phone. Requests for repeat prescriptions will be processed in two working days. Test Results- Please telephone the surgery after 2.00 pm Monday-Friday for the results of your tests. page 4 Riverside Surgery
Information- Full information about the services we offer is on our website www. riversidesurgery.gpsurgery.net or in this booklet. We will endeavor to explain / give you full information regarding your care and health. Patient Feedback- Complaints should be directed to the Practice Manager. We want to be sure to continue to improve our services to you. Any constructive suggestions are more than welcome. Always remember, this is your surgery, so help us to improve the service we offer to you. We have a right to remove patients from our lists if they repeatedly and persistently ignore their responsibilities to us and other patients. Your Responsibilities Appointments - Please try to keep your appointments and be punctual. If you cannot attend please tell us as soon as possible so your appointment can then be offered to someone else. Repeat Prescriptions - Please use your printed repeat request slip for ordering your prescription. (See Repeat Prescriptions for further information). We do not take requests over the telephone. Test Results - Results of tests take varying times to return to the Surgery. When having a test please ask how long the results are likely to take to return. Patient Feedback - Do let us know whenever you feel we have not met our responsibility to you. We would of course, be pleased to hear when praise is due as well. Zero Tolerance - Patients attending the practice, whether in person or by telephone should behave in a manner that respects the rights of others including practice staff and other patients. Bad language, offensive remarks or threatening behavior will be deemed unacceptable and the practice reserves the right to remove patients from the list if they are abusive or violent in any way. Patients are requested to respect practice premises at all times. If you are seriously unhappy with us or the services we provide, you have the right to leave our lists and register with another practice. Confidentiality This Practice complies with the Data Protection Act 1998 and operates a patient confidentiality policy for all services provided. Under the Data Protection Act, you are entitled to access clinical records or any other personal information held about you. Personal and Medical details will only be released to the patient, legal guardian, or others with the patient s written request. Please contact the Practice Manager for further information and costs if applicable. SUMMARY CARE RECORD (SCR) The NHS is improving the way your health information is stored & managed through the introduction of the Summary Care Record (a secure electronic record). It will hold limited essential information derived initially from your GP records, including medication, adverse reactions and allergies and significant medical history. The benefits are improved information flow between patient and staff, and better treatment in emergencies and out-of-hours. For more information please go to www.nhscarerecords.nhs.uk or call 08453-700-750. You can opt out of having a SCR by going into the website & completing the form found on Your Summary Care Record options. COMPLAINTS INFORMATION We have our patients interest at heart at all times and to this end we aim to provide the best service possible. There may be occasions when you feel this has not happened and this page Riverside Surgery page 5
explains what to do if you have a complaint about the quality of service that we provide. If you wish to make a complaint please visit, phone or write to the Practice Manager. We aim to acknowledge receipt of your complaint within 3 working days and to have responded to you within 10 working days. If we feel we need longer to investigate your complaint then we will advise you accordingly. We will address your concerns fully, provide you with an explanation and discuss what action is to be taken so that, we hope, you will feel that we have dealt with your complaint effectively. However, if you are not satisfied and you wish to continue with your complaint we will direct you to the appropriate authority. Patient confidentiality is very important to us therefore any complaint made by a third party and not directly by the patient would require the patient s written consent in order to be processed. You can also access PALS (Patient Advice and Liaison Service) at the NHS Sussex for further help. Tel: 01293 600300 ext. 3965 or email: ws-pct-nwscapals@nhs.net If you are unhappy with the response to your complaint then you can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033 or write to them at: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP or by email at phso.enquiries@ombudsman.org.uk Violent Patients The practice has a zero tolerance policy to verbal or physical abuse aimed at their staff or other patients. Bad language, offensive remarks or threatening behaviour will be deemed unacceptable and the practice reserves the right to immediately remove patients from the list if they are abusive or violent in any way. MAKING APPOINTMENTS Appointments can be made by telephone or in person at reception Monday-Friday 08.00-18.30 or online through our website. Please ask at reception about registering for online services We have same day appointments wor urgent/emergency medical issues and pre-bookable appointments that can be booked up to 4 weeks in advance and online. Telephone consultations are also available with the GP. We have a late surgery on Mondays for anyone not able to attend during our normal working hours. Please ask at reception for more details. We can now send an SMS text message to confirm your appointment and a reminder will also be sent the day before your appointment. Please ask at reception about this service. Owing to the number of appointments missed we have now had to introduce a DNA policy. Details of this policy can be found in reception. Please let us know as soon as possible if your appointment is no longer required. Home Visits Home visits are carried out at the discretion of the doctors and clinical need. Visits may also be carried out by our colleague Paramedic Practitioner or District Nurses. If you require a home visit please telephone the surgery before 10:30 am. You will be asked by the receptionist for the reason for the visit and the doctor may telephone you for assessment. Please note we are unable to offer home visits for other reasons, such as lack of transport. Out of Hours During the hours 6.30 pm to 8.00 am Monday to Friday, weekends and bank holidays emergency medical cover is provided by HARMONI the out of hours service for West Sussex. Telephone HARMONI on 0300 130 1313 if you need to see a doctor urgently out of hours. If you require medical advice you can contact NHS Direct on 0845 4647 (www.nhsdirect.nhs.uk) page 6 Riverside Surgery
Your local pharmacist may also be able to advise you. Repeat Prescriptions You can request your prescription in person at reception, by post with a stamped self addressed envelope, through your pharmacy collection service, by fax 0844 815 1096 through our website www.riversidesurgery.gpsurgery.net by registering for online services. Tick the items you need on the right-hand section of your previous prescription form. To ensure patient safety we do not accept prescription requests by telephone. We require a minimum of 2 working days to process your prescription but please allow extra time if ordering by post or via your pharmacy. Certain medical conditions and medication require regular monitoring. This means you may need to have blood tests taken, blood pressure checks or reviews of your condition on a regular basis to ensure that your medication is still appropriate. We will notify you when a review is due and if you need to see the doctor or nurse before your next prescription can be issued. Please ensure you make this appointment at least 2 weeks before you run out of medication. It is very important to attend your review appointment. Sickness Certificates You only need a doctor s note if you are unable to work and are ill for longer than seven calendar days. Your employer will provide you with form for shorter periods of illness. Test Results Since our telephones are very busy in the early morning, we ask you to telephone for test results (e.g. blood, urine, x-ray) after 2:00 pm. To ensure confidentiality, we only release results to the patient, unless alternative arrangements have been agreed in writing or if the patient is a child under 15 years. OUR SERVICES Clinic Description Time Family Planning Contraception advice and injection are available with the practice nurse by appointment during surgery times. Coil fittings are by appointment with Dr DeBono. Antenatal Care Booking and routine antenatal check-ups by our qualified midwife. Thursday morning Post Natal with your GP by appointment. Child Immunisations Routine children vaccinations by invitation. Wednesday morning Travel Vaccinations Travel vaccinations are available by appointment during surgery time with the practice nurse. Before you attend your appointment please complete a travel form available at reception or on the website. Please note we are not a specialist travel clinic. Riverside Surgery page 7
Asthma Diabetes Smoking Cessation page 8 Riverside Surgery Regular check-ups and advice from practice nurses on lifestyle, inhaler techniques and medication. Regular reviews and management by appointment with our diabetes nurse, Astrid. Make an appointment with Debbie or Deborah for one to one support. Non-NHS Services Monday & Thursday Tuesday & Wednesday Monday, Tuesday, Wednesday & Thursday The NHS does not pay for some of the services we provide. These include: private sickness certificate insurance forms holiday cancellation forms medical reports fitness to travel certificates private prescriptions travel vaccinations (e.g. Hep B) Our fees for these services, which are in line with BMA approved national guidelines, are displayed in the surgery. We are unable to provide a passport signing service. TRAVEL INFORMATION The following vaccines are available on the NHS: Hepatitis A Typhoid Polio with tetanus and diptheria The following are not available on the NHS: Hepatitis B Vaccine Yellow Fever vaccine (Specialist Travel Clinics) Rabies (Specialist Travel Clinics) Japanese Encephalitis (Specialist Travel Clinics) Malaria Tablets If you are planning any of the following types of holidays we recommend you attend a dedicated Travel Clinic as you will require more specialist advice and vaccinations: Backpackers with complex itineraries i.e. travelling for more than a month and/or crossing between different malaria zones. Adventure holidays to remote destinations, high altitudes, or involving extreme or unusual activities. Travel Clinics: MASTA: Gatwick Airport 01293 507400 or Brighton 01273 606636 Sussex Travel Clinic: 01273 749100 Change of address If you change your name, address or telephone number, please let us know in writing as soon as possible so that we can update your records. If you have registered for online services you
can make these changes online. Please remember if you are under the hospital patient to notify them also of any changes. If you move outside the practice catchment area you will need to register with a doctor within your new area. If you have problems finding a doctor within your area you can contact the Primary Care Support Services on 01903 708400 or visit the NHS Choices website at www.nhs. uk for a list of doctors within your area. Your Local PCT The area served by Riverside Surgery is in the district covered by NHS Sussex, which is responsible for ensuring you receive all the services you need. For details of all primary care services in the area and future plans for the NHS visit www.westsussexpct.nhs.uk or www.nhs. uk NHS Sussex also produces Your Guide to Local Health Services. NHS Sussex, The Causeway, Goring-by-Sea, W Sussex. BN12 6BT. Phone: 01903 708400 Fax: 01903 700981 Email: enquiries@westsussexpct.nhs.uk As from April 2013, the practice will form part of Horsham and Mid-Sussex Consortium Commissioning Group (CCG). Childhood Immunisations Is your child up to date with their immunisations? For up to date information regarding the new immunisation schedule go to www.nhs.uk or pick up a booklet from the surgery. Carers If you are caring for someone, you may need additional help, information and advice so that you can carry out your caring role and look after your own health and wellbeing too. Many people don t see themselves as carers but caring is a demanding job and we hope that we can help link you and the many different services that can support you in this role. If you are a carer and would like to receive regular information from the surgery please complete a registration form - ask our receptionist at the front desk. We have a dedicated notice board for carers which displays information received from all the local agencies and is updated regularly. Carers Support Services in Horsham Crawley and Mid Sussex offer a free service providing confidential information on services available to Carers, a quarterly Newsletter and support groups to support individual needs. A Carers Support Services worker can be seen at the surgery on a Wednesday afternoon by appointment. The Carers Liaison Group has a website which has up to date information for carers at http:// www.carersuk.org.uk. Patient Reference Group As you may have heard, the Government has certain changes introduced in the way the National Health Service is run in particular giving more power to local GP-based groups to commission the right services for patients. In particular they want to ensure that patients are more involved in decisions about the range and quality of services provided by their GP surgery and over time commissioned by the practice as well. Riverside Surgery page 9
To achieve this and to enable you the patients of our practice to have your say, we at Riverside have set up our own Patient Reference Group (PRG).The Group represents a fair crosssection of our patient community. We will endeavour to ensure that specific care groups are represented in the Group where possible and will make every effort to engage with under represented sections of the community. We consult with our PRG both electronically (through emailed questionnaires or online questionnaires) and also occasionally face-to-face by means of Group meetings. We want to encourage you, our patients, not only to give us your views about how the practice is doing but also what you feel about broader health care issues as well. If you d like to put your name forward to be a member of the Group we d be delighted to hear from you. In the first instance please ask Reception for a PRG Registration Form or you could fill the form in online (click on PRG Registration icon at www.riversidesurgery.gpsurgery.net) and email it back to us.. page 10 Riverside Surgery
Useful Telephone Numbers HARMONI (out of hours service) 0300 130 1313 NHS Direct 0845 4647 NHS Dental Helpline 0300 1000 899 Emergency Dentist (out of hours) 01293 518541 Hospitals: Horsham 01403 227000 Crawley 01293 600300 East Surrey 01737 768511 Hurstwood Park 01444 441881 Princess Royal 01444 441881 Royal Sussex County 01273 696955 Royal Surrey 01483 571122 Worthing 01903 205111 Gatwick Park 0845 603 5511 Nuffield Hospital Haywards Heath 01444 456999 Nuffield Hospital Guildford 01483 555800 St Catherine s Hospice 01293 447333 PCT: NHS Sussex 01903 708400 PALS 0300 100 1821 GENERAL: Information Shop 01403 270345 Family Planning Horsham 01403 227012 Sexual Health Clinic 01293 600459 Red Cross (medical equipment) 0800 028 0831 Age Concern 01403 260560 Citizen Advice Bureau 0844 477 1171 PRACTICE AREA Warnham Slinfold Broadbridge Heath Horsham Itchingfield Christ s Hospital Mannings Heath Monks Gate Southwater Nuthurst