DUE to the CORONAVIRUS PANDEMIC - Home | MSW
21590-24130Chelsfield Surgery00Chelsfield SurgeryDr S GroverDr P RaviSandie Thompson BA (Hons)MBBS DRCOGMBBS DRCOGPGDip IMS AMSPAR DipBScMRCGP DFFPPractice ManagerPGCME______________________________________________________________________________________________A PATIENT GUIDE TO OUR SERVICES AND POLICIES 2021chelsfield.surgery@ (surgery website)WITH THE PROPOSED GOVERNMENT EASING OF COVID19 RESTRICTIONS MASKS AND SOCIAL DISTANCING RULES WILL REMAIN MANDATORY IN ALL HEALTHCARE SETTINGS BEYOND 19TH JULY 2021 – NHS ENGLAND HAVE CONFIRMEDA DOOR ENTRY INTERCOM SYSTEM HAS BEEN INSTALLED, PLEASE PRESS THE BUZZER AND THE RECEPTION STAFF WILL ANSWER. AGAIN PLEASE BE PATIENT, THEY MAY BE ON TELEPHONE CALLS TO OTHER PATIENTSWe are sorry our telephone lines are busy (01689 852204)WE ARE NOT CLOSED, WE ARE OPEN for ALL your medical needs, and have been since the start of the covid19 pandemic, HOWEVER our surgery door will continue to remain CLOSEDOur Clinicians will continue to perform telephone/video link/online appointments?via CLINICAL TELEPHONE TRIAGE. If THE CLINCIAN deem it clinically safe and appropriate, then you will be invited to the surgery for a face to face appointmentNurse appointments for child immunisations and other procedures can be pre-booked and our Nurses will also conduct clinical telephone triage appointments for chronic disease management, Any patients that have COVID19 symptoms will be asked not to attend the surgery, and cancel the appointmentWe are operating a BOOK ON DAY ONLY for the majority of clinical telephone triage appointments available from 8am Monday to Friday, but there will also be some pre-booked and on-line clinical telephone triage appointments available each day dependent on availability of clinical staff REPEAT PRESCRIPTION requests should be left in a sealed envelope?and posted through the letter box in the front door, or emailed to Chelsfield.Surgery@ (chelsfield surgery email address)?and any urine samples with completed form (up to 11am only?each day) in the box allocated in the porchDR SANJAY GROVER AND DR PREMA RAVI (GP PARTNERS)Information on booking a?covid19 vaccine can be found nhs.uk/book-a-coronavirus-vaccinationBromley Alliance will be wholly responsible for the delivery of the PFIZER vaccination. This is not something that your GP surgery can store, administer or book for their patients.NHS services are using text messages as one of the ways to invite people in for their Covid vaccination. A genuine message will never ask for your bank details or request a payment. It may ask you to confirm your date of birth to make sure the message has reached the intended person. Text messages for our local GP-led site may include a weblink from ‘accurx.thirdparty.nhs.uk’.If you receive a text message which looks suspicious, you can forward this free of charge to the 7726 SMS reporting service.OPENING HOURSThe surgery is open 5 days a week, Monday – Friday 8.30am – 6.30pm (these are our core hours in line with NHS England guidelines). Our current list size is 9611 registered patients. Our list is open to new patients within our practice catchment area ONLY, which is displayed on our website under the sub heading Practice Boundary, therefore we have to try and manage demand which is ever increasing against resources available.Urgent Problems will be seen or dealt with urgently, which sometimes means advising patients to attend UCC or A&E, for example diagnoses of fractures, severe wounds and the treatment of chest pain is better managed within a hospital environment. Your GP surgery is not an EMERGENCY SERVICE. We aim to see any child under 5 years of age either on the day or the following morning.Out of Hours Outside surgery hours after 6.30pm – 8am, there is urgent and emergency cover only provided by NHS 111.GUIDE TO APPOINTMENTSAPPOINTMENTS POLICYOur appointment policy has been set by our GPs and is implemented by our Reception Team. We hope that, in explaining our system and the reasoning behind it, this will help patients and relieve any misdirected pressure on our receptionists when making appointments.We will not tolerate any verbal or physical abuse to our staff or doctors, and patients will be removed from our patient list in these TV is in operation throughout the surgery inside and outside and is for the security and protection of patients and staff.Same day appointments - Book On The Day and Clinical Telephone TriageBook on the day and Clinical Telephone Triage Appointments are released daily as from 8AM & 2PM normally, however during the covid19 pandemic, all book on day clinical telephone triage will be available from 8am each morning, with a few pre-booked and online appointments, dependent on clinical availability.Patients are unable to specify a particular doctor in regard to these seen or spoken to ‘on the day’ appointments.Routine appointments During the Coronavirus pandemic, we are operating a BOOK ON DAY clinical telephone triage ONLY, with our GPs:-Dr S Grover (m), Dr P Ravi (f), Dr P Gupta (f) Dr R Kandasamy (f), Dr L Vishnubala (f), Dr S Chu (m), Dr K Jackson (f), Dr Kristy Lau (f) and our Advanced Nurse Practitioner Mandy Murrell (f).We cannot provide more routine appointments and be available on the day – our capacity is finite.EXTENDED HRS from 6.30pm and Saturdays mornings from 8.30am, FOR ALL LONDON BOROUGH OF BROMLEY PRACTICES WILL BE OUTSOURCED TO BROMLEY ALLIANCE, and face to face appointments, telephone consultations and e-consultations will be supplied on behalf of the practice from the new Orpington Health & Well Being Centre (The Walnuts, Orpington) There is also local HUB appointments delivered through Bromley Alliance each day, and bookable at our Reception, these are delivered at the Poverest Surgery (Orpington), Crown Surgery (Bromley) and Cator Surgery (Beckenham).Our Advanced Nurse Practitioner, Mandy Murrell is able to see patients for minor ailments, prescribe medication and refer for further tests. Our Independent Nurse Prescriber (INP) Faiza Beale is able to prescribe medication for asthma, COPD, dressings and creams, HRT, contraception, malaria travel medication, thereby alleviating the need to see a GP in certain circumstances. We also have daily nurse appointments, which may be booked up to 6 weeks in advance, with Jenny Walder, Pat Grey, Faiza Beale (INP), Mandy Murrell (ANP) and Tania O’Shea (Health Care Assistant)GP Annual Leave When our GP partners (Dr S Grover or Dr P Ravi) is on leave, the normal hours of service may change. The remaining partner will be responsible for providing emergency cover for 64 hours weekly and dealing with large volumes of prescriptions, paperwork etc... When a partner is on leave, whilst we try to provide as many appointments as possible, focus will be on more urgent matters and afternoon and routine appointments may be more difficult to book.PRESCRIPTIONSWe have a dedicated repeat prescription clerk daily from 9am – 12 noon. In the afternoons routine prescription queries are dealt by one of our reception team. Our telephone system allows patients to access the prescription clerk directly. Routine repeat prescriptions require at least 2 working days to process, and if there is an item requested by the hospital and not on your repeat list, then this will have to be authorised by a GP, and can take 3-4 days to process. Prescriptions given by the hospital are usually a limited supply upon discharge to allow the GP to action as necessary. We do not take prescription requests over the telephone, for safety reasons to avoid potential prescribing errors. For repeat prescriptions, the right hand side of the slips need be completed by ticking the required items.MEDICATION REVIEWSOur GPs review patient medication each time that patient attends an appointment or when medication is requested. If a patient has a query relating to prescribed medication, then they may make an appointment to discuss this with a GP, ANP or INP. Additionally medication reviews can be booked with our clinical pharmacist mon, tues or thurs each week.PATIENT CHECK IN SCREEN AND DISPLAY SCREEN IN WAITING ROOMWe ask patients to use our Patient Check-in Screen on arriving at the surgery for an appointment. Patients will be asked to confirm contact details, such as mobile phone numbers and email addresses, so that they may be contacted by the practice on health related matters. The new display screen in the waiting room calls patients to the relevant consulting room for their GP or Nurse Appointment. This screen provides useful general health information and practice specific news. The screen in the waiting room has sound, for its health related videos and also our sky news feed, or radio feed. Sound must be maintained to protect patient confidentiality.TELEPHONE SYSTEMThis is designed to give patients OPTIONS to be directed to the correct area with the practice, for example the Prescription Clerk, Referral Secretary etc, rather than all calls going to Reception. The telephones are very busy and we ask patients to avoid ringing at 8am unless it is for an urgent matter or appointment. We suggest calling later at 11am and calling after 2pm for test resultsAll telephone calls into and out of the surgery are recorded for security and training purposes.NEW PATIENT REGISTRATION AND TEMPORARY RESIDENTSNew patients can check that they fall within our catchment area by following the new patient links, entering their postcode and checking the patient boundary map. Registration can be commenced via the website or by collected the relevant forms from the surgery. New patients will be asked for photo ID (passport/driving licence) and proof of address (eg a utility bill/bank statement). New patients are asked to register at the practice after 12 noon, when the reception desk is generally less busy. We cannot allow patients that move out of our catchment area to remain on our patient list, they must register with a new GP nearer their new home address. Temporary Residents are for patients who are staying with a relative/friend already registered with us. They will be registered for a period of up to 15 days and not more than 3 months. This service is designed to allow a temporary resident to be seen and details or their consultation are then forwarded to their own GP. If one of our patients is staying with a relative/friend anywhere in the UK, they should register with their relative’s GP as a TR in order to obtain medical assistance if required whilst away. We cannot provide medication if a patient is away from home. This should be sourced from a local GP in the area in which they are staying.Whilst we are in the European Community, we are obliged to accept any patients from any country in the EU. Countries outside the EU, will normally be on a visit or holiday and therefore will be seen as a Private Patient (Fee ?50 per consultation and ?20 per prescription).PATIENT ONLINE ACCESSThis popular service allows patients to access appointments, repeat medication and view aspects of their medical record. Access to online prescriptions is only available to patients over 16yrs of age. This service can be actioned by Terri Crowland (tues – thurs) or Vivian?Charnock (wed & fri). Alternatively some reception staff also have authorisation to action patient requests concerning online patient access. Proof of identity is required to patients new to this service. This service is available, once registered on a mobile phone app. Our website can be accessed from mobile phones also.CONTACT DETAILSWe ask that patients provide us with up to date contact information, including home and mobile telephone numbers and email addresses if possible. This is so that we have a range of ways to contact patients for medical reasons. We ask that patients update us immediately any of their contact details change. We send appointment reminders and allow patients to cancel their appointments by text when we have access to mobile telephone RMATION SHARINGThis practice keeps data on you relating to who you are, where you live, what you do, your family, your problems and diagnoses, the reasons you seek help, your appointments, where you are seen and when you are seen, who by, referrals to specialists and other healthcare providers, tests carried out here and in other places, investigations and scans, treatments and outcomes of treatments, your treatment history, the observations and opinions of other healthcare workers, within and without the NHS as well as comments and aide memoires reasonably made by healthcare professionals in this practice who are appropriately involved in your health care.?? Please see our website for our GDPR Privacy Notice, summary and local care record information. For young adults over the age of 16, it is our policy to remove contact numbers and email addresses for parents from their health record. At this point, we will write to the patient asking them to confirm their direct contact details and give them the opportunity of confirming whether or not they give consent for their parents to discuss their medical details moving forwards.PATIENT FEEDBACKWe welcome patient feedback and actively seek to deal with any concerns promptly. If, however, a patient wishes to make a complaint in writing, they will receive a written acknowledgment within 2 working days of their complaint letter, and a further reply to your complaint within 10 working days. The Practice Manager is always happy to speak to any patients with concerns or issues, however she cannot comment on any CLINICAL matters. By putting matters in writing means that they may be fully investigated.REFERRALS – NHS AND PRIVATEReferral letters will be actioned and will take 5 working days from your appointment with a GP/ANP, NHS and Private. Urgent 2 week wait referrals will be actioned before routine referrals and normally same day or the day after. Please allow our Medical Secretaries, Sandy Crawford (9am – 3pm Mon/Tues/Wed), Terri Crowland (9am-12noon Thurs) and Chanel Davis (9.30-2.30pm Fri), time to process the referral request. They are available daily and can be accessed directly via our telephone system. Please note that the secretaries are unable to chase a referral. Patients are advised to contact the relevant Hospital Consultant’s secretary. CAR PARKING RESTRICTIONSWe do not have patient parking available at the surgery. There is restricted parking access in Windsor Drive and Woodside. Please check the parking restriction signs for correct timing and please do not park in the doctors parking bays outside.REFERRALSYour doctor may refer you to a specialist.? Our secretaries will process the referrals? NHS AND PRIVATE?and will take 5 working days.Electronic referral details will be sent to the patient so they can choose a convenient date and time for their appointment.Priority for referral letters will always be given to URGENT & 2 week wait before routine referrals.It is not necessary in respect of Private Referrals to have the letter before you attend the appointment. Your private appointment has been booked and the referral letter?is simply for insurance purposes.If the appointment date and time?is not?convenient or you may wish?to request an earlier appointment, then you must ring the hospital and speak to the Consultant's Secretary to discuss whether anything can be done.We cannot chase any?referrals once the doctor has done the letter.Please note it is the patient's responsibility to ring the surgery with details of their PRIVATE?referral and to check when ready for collection at Reception.Our secretaries cannot produce 'to whom it may concern' letters for leisure or vocational trips in respect of patient's current health or medication, or for futuristic events.? A printout from the patient's records will be issued at no charge. ................
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