The Fullarton Medical Practice

The Fullarton Medical Practice Practice Boundary The Fullarton Medical Practice Information Booklet 40 DALBLAIR ROAD - AYR - KA7 1UL Tel: 01292 264260 Fax: 01292 292160

Basic Health Tips Basic Health Tips Eight ways to keep healthy 1. Blood Pressure Has yours been checked in the past five years? 2. Overweight Some people are overweight others are undertall chances are you weigh more than you should. 3. Smoking More and more people are giving up smoking. There are various programmes available to help you to give up. 4. Exercise Regular exercise has both physical and mental benefits. 5. Relaxation Tension and anxiety can be helped by doing something you enjoy and which helps you to relax. 6. Alcohol Can make a good servant but a bad master. 7. Cervical smears We recommend that women should have regular three yearly cervical smears. 8. Tetanus Prevention We will check if you are immune and bring your cover up to date. 25

Text Reminders The Fullarton Medical Practice Doctors and Nurses Automated Patient Appointment Reminder and Message service Patients are offered text reminders 48 hours before their booked appointment. Text messages are also used for health promotion for example during flu vaccine campaigns, or to provide smoking cessation advice. We may also send text reminders when routine health checks are due. If you want more details about medical messenger, or want to be excluded from text messaging please speak to the receptionist. 24 The Fullarton Medical Practice This booklet is intended to inform you of the services the practice provides and to help you to get the full benefit from them. We hope you find it useful and keep it somewhere safe and convenient. Doctors Dr Alan A J White MB ChB (Glasgow 1983) MRCGP, DRCOG Dr Joanne L Ashcroft MB ChB (Glasgow 1988) MRCGP, DFSRH Dr Kashif Ali MB ChB (Glasgow 2001) MRCGP, DRCOG, DFSRH DipFMS, DOCCMed Dr Linsey Walker MB ChB (Edinburgh 1998) MRCGP, DRCOG Dr Stephen Dunne MB ChB (Dundee 2008) MRCGP, DRCOG, DOH Advanced Nurse Practitioner Mrs Lynn Callaghan RCN Approved Nurse Practitioner Independent & Supplementary Nurse Prescriber, BSc Nursing Studies RGN, RSCN Practice Nursing Team Sandra Wylie RGN, FPC, Asthma Dip, COPD, Diabetes Sarah Fitzpatrick, RGN. Nicola Nisbet, RGN Health Care Assistant Gillian McDonald About the Fullarton Medical Practice This is a long established practice In the centre of Ayr, dating back to 1885. From 1961, the practice operated at premises in Fullarton Street. We moved to our new premises at 40 Dalblair Road, Ayr in October 2002. 1

New Patients Opening Hours Practice Website New Patients To register with the practice you will be asked to complete a questionnaire and a registration form and will need photographic ID e.g. driving licence. Patients who fail to keep their first booked appointment with a doctor or nurse will not be accepted on our practice list. Please note we can only accept patients who live within the practice boundary. Please refer to the practice area map printed on the back of this booklet. Opening times and hours of Consultation The surgery is open weekdays from 8.20am to 5.30pm with a appointments available for both morning and afternoon surgeries. Specific appointments times for each GP are available from the receptionist as this can vary from week to week. Early morning appointments or early evening appointments are available with the GP, or Practice Nurse over 2 days per week. Please ask the receptionist for details. More details regarding the appointment system are also noted in the section How to see your Doctor. In addition to these consultation hours the doctors run health promotion clinics, undertake practice administration and carry out home visits. Practice Website www.fullartonmedicalpractice.scot.nhs.uk Our website has information about the practice and the services we provide. It is regularly updated and we have recently added the following email options. Cancelling Appointments If you need to cancel an appointment with a doctor or a nurse, you can email us via the practice website. However, we can only accept cancellations by email if the appointment is at least 48 hours ahead. It you need to to cancel and/or re-book an appointment with less that 48 hours notice please telephone the surgery. Changing Personal Details If you have moved house, or changed your name or telephone number it is important that you let the practice know so that we can amend your practice notes. Updating your Personal Health Record If you have recently attended a hospital appointment and had your height, weight or blood pressure recorded you can include this in your practice notes. We hope you find these additions to the website helpful and easy to use. If you have any comments or suggestions please pass them on to Joanne Gibson, Practice Manager. 2 23

Confidentiality of Patient Information Awards Premises Our use of your personal health information is covered by duty of confidentiality and is regulated by the Data Protection Act. The Data Protection Act gives a number of rights in relation to how personal information is used, including the right to access the information we hold. Everyone working for the NHS has a legal duty to keep information about you confidential and adhere to a Code of Practice on protecting patient confidentiality. Further information can be found at: www.dh.gov.uk/confidentiality Anyone who receives information from us is also under legal duty to keep it confidential. If you have any queries or concerns on the use of your personal health information, or would like to access your information, please contact the Practice Manager. If you want to know more about general practice contractual arrangements please contact: Miss Jacqui McCall Primary Care Contracts Manager Eglinton House Ailsa Hospital Dalmellington Road Ayr KA6 6AB Tel: 01292 513 853 Awards The practice enjoys Practice Accreditation status from the Royal College of General Practitioners and is a training practice for GP Registrars. This means that we provide doctors with a placement in a general practice on a 6 month and 12 month rotational basis. Training Please note the surgery is closed each Wednesday from 1pm to 1.45 pm for staff training. Premises The premises are purposebuilt with doctors and nurses consulting rooms, along with treatment room, minor surgery room, enhanced administrative, study and conference facilities. All patient and clinical activities are confined to the ground floor. There is pram access, a childrens play area, disabled toilet and baby changing area. 22 3

How to see your Doctor Confidentiality of Patient Information How to see your Doctor All consultations are by appointment. You may consult any of the doctors by telephoning the surgery in advance during opening hours. You can also register for Patient Access our on-line appointment booking service. Please ask the receptionist for more details. In the case of urgent problems (conditions which can not wait a day or two) the patient will be seen that day, usually by the Advanced Nurse Practitioner. Otherwise you will be offered the first available time with the doctor of your choice. Priority is always given to babies and young children. If you can not keep an appointment please let us know as soon as possible as this frees up an appointment for someone else. Failure to attend appointments, or to cancel an appointment no longer needed will result in an initial warning letter. If this continues it may result in your removal from the practice. The practice offers a text reminder service for appointments. If you prefer not to receive these reminders please let the receptionist know. You may express a preference in writing to receive services from a particular Doctor/Health Care Professional either generally or in relation to a particular condition. We shall endeavour to comply with reasonable requests but reserve the right to decline if the preferred person has reasonable grounds to refuse, or does not routinely perform the service in question. We are required to co-operate with organisations which have a role in protecting funds and are authorised to check that payments are being properly made. Checks and disclosure of your data is a necessary part of our provision of Health Care Services. Sometimes, we may participate in studies that are designed to improve the way services are provided to you, or to check that our performance meets the required standards and benchmarks. Whenever we take part in activities such as these we will ensure that as far as possible any details that may identify you are not disclosed. We are sometimes involved in health research and the teaching of student nurses, doctors and other healthcare professionals. We will not use or disclose your personal health information unless you have been informed beforehand and given consent for us to do so. Where you need a service jointly provided with a Local Authority we will seek your permission before giving them your details. Sometimes we are required by law to pass on information e.g. The notification of births and deaths, the DVLA and certain diseases or crimes to the government. 4 21

Confidentiality of Patient Information Home Visits When the Surgery is Closed Test Results Confidentiality of Patient Information To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment, for example your GP, health visitor, practice nurse. This information may be stored on paper or electronically on computer files by staff. We need to use some of your personal information for administrative purposes. We have to disclose basic details about you to the NHS Board responsible for this area and to the Common Service Agency for the Scottish Health Service. Home Visits If you are too ill to attend the Surgery, a home visit can be arranged, please try to telephone before 10am, or as early as possible. This helps the doctor to plan his/her rounds. If you are in doubt about the need for a home visit, remember the facilities for examination are better at the surgery and a home visit takes up to four times as much of the doctor s time. Please note this is for urgent emergency problems only. The number to contact is on the answering machine at our surgery and is listed under the useful telephone numbers in this booklet. If you require a doctor for an urgent medical problem during the hours mentioned then please call this number. You will be given advice and/or asked to attend the primary care treatment centre at Ayr Hospital, or visited if this is warranted. We do sometimes have to disclose some of your information to other organisations involved in your care. For example when your GP refers you to a specialist at the hospital we will send relevant details about you in the referral letter and receive information about you from them. Our practice also participates in regional and national programmes such as cervical cytology screening service and your name, address, date of birth and health number will be given to them in order to send an invitation to you. When the surgery is closed Out of hours care is provided by NHS 24. This service is operated from 5.30pm to 8.30am Monday to Thursday, and 5.30pm Friday evening to 8.30am Monday morning. NHS 24 telephone number is: 111 Test Results Advice about hospital reports or test results may be obtained by telephone after 2pm any weekday afternoon. In order to maintain confidentiality only general statements will be made. 20 5

Repeat Prescriptions The Caldicott Principles Repeat Prescriptions It is adviseable that prescriptions are renewed at least 7 days before the medication runs out. There are 4 ways to request your repeat prescriptions. At least 48 hours notice is required. Repeat Prescription re-order Forms If you have a re-order form this should be placed in the box at reception. Telephone The telephone number for prescription requests only is 01292 265544. It is open 9am-12noon Monday to Friday. By post Enclose your request in a stamped addressed envelope and post it to us. By E-mail Order your prescriptions with Patient Access www.patient.emisaccess.co.uk Our practice website: www.fullartonmedicalpractice.scot.nhs.uk contains a link to our electronic ordering service which is secure and easy to use. All prescriptions will be kept at the reception desk for collection for a period of one week, after which they may be destroyed. All repeat prescription requests are carefully monitored and you will be asked to make an appointment to review your treatment. Computerised printing and recording of prescriptions is in place. Please do not ask for medication on repeat that you have not had before. No new medication will be given without discussion with a doctor. The Caldicott Principles are: Justify the purpose. Do not use patient information unless it is absolutely necessary. Use the minimum necessary patient identifiable information. Access to patient information should be on a strict need to know basis. Everyone should be aware of their responsibilities. If you would like to know more about how we protect patient information please contact our Caldicott Guardian: Professor Craig White Assistant Director (Healthcare Quality & Governance) Eglinton House Ailsa Hospital Dalmellington Road Ayr KA6 6AB Telephone: 01292 513607 6 19

Data Protection Act Complaints Practice Clinical Staff The Data Protection Act We comply with current Data Protection Law. All information is confidential and is divulged to third parties only with the patient s written consent. Information may be shared with other NHS employees who have a duty both professionally and legally to keep information about patients confidential and only share this information in line with The Caldicott Principles recommended by our Caldicott Guardian. Complaints We trust you will not have any cause for complaint but in the case of any difficulty the practice operates a practice complaints procedure as part of the NHS service for dealing with complaints. Our complaints system meets National criteria. We hope that most problems can be sorted out easily and quickly preferably at the time they arise with the person concerned. Or you can speak to any member of the practice team. More formal complaints may be dealt with by Joanne Gibson, Practice Manager. Practice Clinical Staff Advanced Nurse Practitioner (ANP) Our full-time ANP Lynn Callaghan is a registered nurse who is clinically trained to assess, diagnose and treat patients. She is highly skilled and has expertise in caring for patients with minor illnesses and conditions. Patients requesting a same day urgent appointment will generally be booked in with Mrs Callaghan, or Joanne Cullen a hospital ANP from the hospital currently working within the practice. Practice Nurses Our full-time Practice Nurse Sandra Wylie works along with our parttime Practice Nurses Sarah Fitzpatrick and Nicola Nisbet and healthcare assistant Gillian McDonald. As well as general nursing duties they are available for general health and dietary advice, well person clinics and blood tests. Our Practice Nurses have a particular interest in family planning and are closely involved in running diabetic Clinics and asthma/respiratory Clinics with doctors. Community Nursing Staff There is a community nursing team service attached to the practice. They are available to give nursing care to patients in their own homes at the request of the hospital, the practice clinical team, or relatives. Health Visitors Karin Smith and staff nurse Linda McGinn are involved in the healthcare of patients particularly, children, the elderly and physically disabled. Along with the doctors in the practice they carry out Child Surveillance Clinics. Community Links Practitioner Rebecca Watson can help you to find about activities in your area. Offer support and advice about money problems, dealing with loss and loneliness. 18 7

Practice Manager Receptionist Administrative Staff Special Services Family Planning, Cervical Smears, Diabetes Well Man/Women Clinics Practice Manager Joanne Gibson is in overall charge of the day to day running of the practice. She co-ordinates and implements practice policy and ensures staff training remains the highest priority. If you have suggestions, or complaints, please make them known to Joanne, or one of the doctors. Receptionists and admin Staff There are 6 full-time and 2 part-time staff who carry out admin and reception duties and help patients with enquiries. Reception staff are trained and qualified for their job and are a very important part of the health care team. They act on the Doctors instructions and maintain strict patient confidentiality. When telephoning for medical attention reception staff may ask you for some personal details which may include date of birth for accurate identification. This information helps them to deal with your enquiry quickly, effectively and efficiently. Reception staff are able to signpost you to the most appropriate service or appointment. They can only do so if you provide them with the information they need. Our admin offices are located away from the main public areas to help to maintain confidentiality. Community Psychiatric Nurses (CPNS) They are based in various locations e.g. Ailsa Hospital, Seafield base or Ayrshire Central Hospital campus. They are normally contacted via the GP practice. Patients who are currently under their care can contact them directly. Patients can request to see their CPN at the surgery rather than at one of the local bases. Family Planning A full confidential service is provided, including oral contraception, coil fitting, implants and a full range of barrier methods. Initially, a routine appointment is made either with the practice nurses, who are fully family planning trained, or with one of the doctors. Cervical Smears and Well Woman Advice Simply request an appointment with the practice nurse or one of the doctors. It should be noted that all women between 25 and 65 should have regular smears every three years. This is a simple procedure. There is a fully computerised recall system to deal with the initial appointment and any subsequent follow-up. Diabetes The practice nurses along with a community pharmacist run a weekly clinic. Dietetic advice is provided by the dietitian. Well Man/Well Women Clinics An appointment can be given at the patient s request. We also offer health checks for those who are over 75. If you think you would benefit from a health check please ask for an appointment. 8 17

Special Services Phlebotomy, Minor Surgery, Nursing Care, Dietetics, Maternity Care, Asthma Clinics, Heart Disease Prevention, Childrens Immunisations Insurance Medicals Fit Notes Help with NHS Services Special Services Available Phlebotomy/blood sample taking This clinic is run along the same lines as a hospital phlebotomy service. For routine blood monitoring needs, you may be asked to attend one of these clinics. Minor Surgery All of the doctors are accredited by NHS Ayrshire & Arran to carry out minor surgical procedures. These include removal of cysts and moles, joint injections and cautery. These and other minor surgical procedures are fitted in at times to suit patients. Nursing Care For information about comprehensive nursing care, including home and nursing for the chronically ill, contact the receptionists. Maternity Care First booking appointments with the midwife are on a Wednesday afternoon and take approximately 1 hour. All return appointments are on a Monday afternoon. Antenatal patients will be seen in the surgery at a time suitable to the patient. Our midwife, has a clinic every Thursday afternoon. Asthma/Respiratory Clinic This is held regularly to confirm the diagnosis and to monitor treatment for both adults and children. Heart Disease Clinic This is run on a regular basis by the practice nurse where those with risk factors, including lipid abnormalities are monitored and treated. Other clinics are run for hypertension, smoking, diabetes, and influenza vaccinations (October and November) Health Visitor Insurance Medicals Please speak to the receptionist to arrange a suitable time. Fit notes to cover absence from work. Self-certification with form SC2 Is all that is required for illness lasting 5 working days or less. This form is available from your employer or can be downloaded from hrmc.gov.uk Private forms or holiday cancellation forms require a fee to be paid, as do passport forms. Please enquire at reception regarding current fees. Help with other NHS Services and Costs Please note that there are a number of helpful leaflets at reception and in the waiting room. Form AB11 gives information on hospital travel costs and exception from dental and sight charges etc. Please ask reception for more details. Dietitian Childrens Immunisations clinics are held in the surgery every Tuesday. There are regular weekly clinics run by a dietitian attached to the practice. Please speak to your health visitor for more information. 16 9

Patients Rights & Responsibilities Help us to Help you Chaperponing A summary of Patients Responsibilities Help us to help you Chaperoning A proper balance between the patients rights and patients responsibilities is required to help the practice work more efficiently. Please help us to help you by adhering to the following. Be on time for your appointments and tell the practice if you can not keep your appointment. We take seriously any threatening, abusive or violent behaviour against any member of our staff. If a patient is violent or abusive, we may exercise out right to take action to have them removed from our practice list. Try to follow advice given to you. If you are unsure please ask. Please make sure that you inform the practice of any changes of name of address. Only take medicine prescribed for you and finish the course of treatment. Do not take medicines which are out of date. Give your old medicines to your pharmacist for disposal. Your pharmacist will also be happy to advise you about any concerns you may have. Only ever use the Out of Hours service when you can not wait until the surgery is open. Only ever use the emergency services in a real emergency. Do not forget that there may be seriously ill people who require the service. Please do not request a home visit unless you are housebound or genuinely too ill to attend the surgery. The out of hours service has been commissioned by Ayrshire & Arran Health Board and is for emergencies and urgent problems. Please do not abuse this service. If you are unable to attend an appointment please cancel as early as possible as this frees up the appointment for someone else. If you have any suggestions or comments to make about the practice please ask to speak to Joanne Gibson, Practice Manager. Please let us know if you have changed your address, or telephone number. If you are waiting for a hospital appointment please also let the hospital know. All patients have the right, if they wish to have a chaperone present during a consultation, examination or procedure as this can be stressful and/or embarrassing for the patient. The Doctor may also wish to have a nurse available in some instances. Patients wishing a chaperone should inform the practice prior to the examination or procedure where upon a mutually suitable person (usually a nurse) will be asked to help. 10 15

Patients Rights and Responsibilities Useful Telephone Numbers The Fullarton Practice Patients Rights and Responsibilites A Summary of Patients Rights As a patient you have certain rights and entitlements, some of which are outlined below. To use the NHS and to be treated equally, no matter what your income, race, sex, age, sexuality or disablility. Your records are confidential. Information is disclosed to a 3rd party only with your consent. Legally we must provide information, when requested to do so, to other NHS bodies for audit purposes. Everyone working in the NHS has a professional and legal duty to keep the information confidential. You may accept or refuse treatment including examinations, tests and diagnostic procedures. We will provide you with enough information to make an informed choice about whether to accept or refuse treatment. You are able to see your records, any medical report prepared for an insurance company or employers. For information on getting access to your records, contact the receptionist. You may complain if you are not happy with the treatment or service you receive from the practice. Please contact the receptionist regarding the complaints procedure. Surgery day and night 01292 264 260 Surgery prescription line 01292 265 544 NHS 24 111 Health Visitors 01292 88 55 32 District Nurses 01292 51 38 78 Community Psychiatric Nurses 01292 610 556 Ayr Hospital 01292 610 555 Ailsa Hospital 01292 610 556 Ayrshire Central Hospital 01294 274 191 Crosshouse Hospital 01563 521 133 Crosshouse Outpatient Appointments 01563 828 070 Biggart Hospital 01292 470 611 Carrick Glen Hospital 01292 288 882 Arrol Park Resource Centre 01292 610 558 NHS Ayrshire & Arran General Enquiries 0800 169 1441 14 11

Useful Telephone Numbers Eye Care Dental Care Addictions Helper 0800 915 9402 Ayrshire Council on Alcohol 01292 281238 Childline 0800 111 Patient Advice & Support Service 0800 917 2127 Samaritans 116 123 Social Work Department North 01292 267675 Social Work Department South 01292 281993 Social Work Department Prestwick 01292 470099 Eye Care It is advisable to have a regular sight test by an optometrist, or ophthalmic medical practitioner. In addition to the obvious benefits, it is well known that an examination of the eyes can lead to early detection of eye diseases such glaucoma, cataracts or signs of general disease such as diabetes or high blood pressure. Dental Care It is equally adviseable to have regular dental check-ups, particularly children and expectant mothers. It is worthwhile remembering that all dental care throughout pregnancy and the first year afterwards is free under the NHS at present. If you develop a common eye problem such a sore, red, itchy or watery eyes please make an appointment with an optician for treatment and advice. 12 13