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Newhall Surgery

Practice Booklet

46-48 HIGH STREET

NEWHALL

SWADLINCOTE

DERBYSHIRE

DE11 OHU

TELEPHONE - 01283 217092

FAX – 01283 551997

Opening Hours

The surgery is open Monday to Friday 08.00-18.30

Clinical staff available Monday to Friday 08:00 -18:00

The Surgery does not close for lunch

You can contact the surgery in person, on the telephone and on line

Surgery Website for online Repeat Prescriptions, Appointments, Comments, and up to date news about your Surgery and Services.

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OUR PREMISES ARE MONITORED BY CCTV

Patients Rights and Responsibilities

❖ To have a right to request a health check on joining a doctor’s list for the first time.

❖ Standard appointment time is 10 minutes. Double appointments can be booked for more complex cases.

❖ To have appropriate drugs and medicine prescribed which is available on the NHS.

❖ To receive the most appropriate care available which will be given by suitably qualified staff at your surgery. This includes being referred to a specialist where necessary.

❖ To have access to own health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.

❖ To receive a copy of the doctors practice leaflet, setting out the services that they provide.

❖ To receive a full and prompt reply to any complaints they make about the care they receive at NEWHALL SURGERY.

❖ To have a right to be treated as an individual and with courtesy, dignity and respect at all times.

❖ If you are unable to attend for an appointment please let us know so that we can offer it to someone else.

❖ If you are late for your appointment you will be asked to rebook for another day/time.

❖ A home visit should only be requested for those who are too ill or injured to visit the surgery

❖ Urgent appointments are for urgent medical problems only. Please do not use these appointments for sick notes or repeat prescriptions

❖ Please be patient if a Doctor is running late for appointments, this often due to unforeseeable emergencies, however do ask at reception for an explanation

❖ Make separate appointments for each patient.

❖ Please act in a responsible and courteous manner whilst on Practice premises.

❖ 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 behavior against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behavior. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients

If you would like to know more about the NHS and its Constitution please ask at reception for a leaflet or go to nhs.uk and search for NHS Constitution

If you have any queries, concerns or comments about the Practice please contact :-

Paula Sharpe, Practice Manager Dip PCM or

Tracy Parker, Assistant Practice Manager

We are a GMS Practice within Southern Derbyshire Clinical Commissioning Group

Cardinal Square 1st Floor 10 Nottingham Road Derby, DE1 3QT Tel: 01332 888080

Our Practice Area covers, Newhall, Swadlincote, Midway, Church Gresley, Castle Gresley, Linton, Coton Park, Hartshorne plus sections of Repton , Bretby, and Stanton. Please ask a team member further details.

Access to Services

The surgery has a large car park with disabled parking bays. The surgery requests that patients respect these parking bays and abide by the double yellow lines marked around the car park, this is for everyone’s safety. Due to the slope in the car park if there is ice and snow the rear car park will be closed again for safety reasons. We will endeavour to notify patients when this is the case. We have a wheelchair available for those with difficulty walking, this can be obtained by speaking to one of the patient services team. We have a ramp to aid wheelchair access. All consulting rooms are on the ground floor, we also have toilet facilities for the disabled.

There is an induction loop available to help the hard of hearing and also a portable hearing loop to take with you in your consultation.

Assistance dogs are accepted within the building however other dogs should be left outside the building in a safe location.

Pushchairs/Prams should be left in the foyer at the main entrance, at your own risk.

What do you do if the surgery is closed?

FOR MEDICAL ADVICE

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999 for Life Threatening Emergencies

There is also an Emergency Treatment Centre at Swadlincote Health Centre. This is available for Newhall Surgery patients on weekday evenings 18.00 – 22.00 and 09.00 – 22.30 on Saturdays, Sundays and Bank Holidays. You are advised to telephone for an appointment beforehand. However you can attend without an appointment within these times but you may have to wait a while to be seen.

If you feel you cannot wait until your GP Surgery opens you should contact this service.

Our GP Out of Hours cover is provided by Derbyshire Heath United via the 111 telephone number. This service is available while your surgery is closed from 18.00-08.00 Monday to Friday, Saturday, Sunday and Bank Holidays 24 hours a day 365 days per year.

The surgery also closes for regular staff training; this usually takes place on a Wednesday afternoon once per month. Details of times and dates are well publicised throughout the surgery and posted on our website.

GP Partners:

Robert Jamison Andrew Hignett

MB ChB BM BS DRCOG DFSRH

Andrew Marshall Prahlad Pillai (Dr Hari)

MB ChB DIP Sports Med MBBS MRCP MRCGP

GP Appointments Monday – Friday 08.00-18.00

We offer pre bookable appointments and book on the day appointments for all GPs. Pre bookable appointments are available up to 5 weeks in advance.

All GP appointments are available to book on the telephone, in person or via the internet.

We also offer an urgent sit and wait appointment clinic at 16.30 everyday, these are for conditions which you feel must be seen that day. At this clinic we cannot guarantee which GP you will see, however you will be seen.

When you call for an appointment you will be asked to give a brief outline why an appointment is needed. If appropriate and with your agreement a GP or Nurse Practitioner may be able to call you back and deal with your condition/query over the telephone, this can include the generation of a prescription which would be ready later the same day.

If you are late for your appointment you will be asked to rebook for another day.

GP TRAINING PRACTICE – the practice undertakes the teaching and training of health care professionals or persons intending to become health care professionals.

Newhall Surgery are pleased to announce that we have received accreditation to become a training practice as part of the Derby Vocational Training Scheme. Dr Pillai is an accredited GP Trainer for our surgery.

What this means to you?

Registrars will be working at Newhall Surgery from time to time which will give more GP appointments and greater flexibility for patients. GP Registrars are fully qualified Doctors who are in the process of undertaking specialist training in general practice.

[pic]HOME VISITS – for those too ill to attend surgery – please call the Surgery before 10.30am so that a home visit can be arranged. You will be asked for details regarding the home visit and the GP may call you back before they visit.

[pic] CHAPERONE SERVICE

The role of the chaperone: - All patients can request a chaperone when they are to be intimately examined. Being intimately examined sometimes can be a stressful situation. The role of the chaperone can help to make this unusual situation less stressful as a third person and an observer of the procedure. Occasionally the chaperone may be asked to help the clinician and also help patients undress and dress after the examination. All chaperones are trained by the surgery and are bound by confidentiality. If you would like a chaperone please advise the patient services team.

[pic]REPEAT PRESCRIPTIONS = order day 1 collect day 3

The surgery needs 48 hours (2 working days) to complete a request for repeat medication. You can request your medication by completing your prescription repeat slip, or you can order online. After the 48 hours have elapsed you can collect your prescription here or alternatively we can send the prescription to the pharmacy of your choice. Please remember there will be a delay around weekends and Bank Holiday. Please order in plenty of time.

Practice Nurses and Health Care Assistant:

Michele Pallett – Nurse Practitioner RGN INP ENB 998

Sharon Traves – Practice Nurse RGN/Nurse Prescriber

Donna Brealey – Practice Nurse RGN

Vanessa Sales – Health Care Assistant

Sophie Gothard – Health Care Assistant

Nurse Appointments Monday – Friday 08.30-17.30

All Nurse and Heath Care Assistant appointments are available to book on the telephone, or in person. Due to the complex nature of nurse appointments (timings etc) we are unable to put these on the internet at the present time.

The Nursing team cover a wide variety of areas, the key areas are listed below

• Immunisations and Vaccinations these include Childhood Imms, Holiday Imms, Shingles, Pneumonia and Flu

• Chronic disease clinics such as Asthma, COPD, Diabetes, CHD and Hypertension Clinics. We run a recall system at the surgery to ensure that you are reviewed in line with current guidelines, at the moment this is usually once per year.

• Smears, Coil checks and other well woman issues. Plus contraception updates.

• Dressings, BP Checks, ECG’s, New patient checks

• Our Health Care Assistant also runs our phlebotomy (blood sample) clinics

The Role of the Nurse Practitioner

The Nurse Practitioner (NP) is a Registered Nurse experienced in treating minor illness, infection and injury as well as chronic diseases such as heart disease and diabetes. She has on the day appointments available daily.

The NP sees patients of all ages, giving individualised care and advice, focusing on prevention, wellness and treatment. If appropriate she is able to prescribe your medication.

By having these appointments daily with the NP, to treat the minor illnesses, infections and injuries, this enables the GP’s to see more patients who have on-going and chronic medical conditions.

Opening Hours Further Information

As previously stated the surgery is open Monday to Friday 08.00-18.30 equating to 52.5 hours per week. Dr and Nurse appointments are available at the surgery between 08:00 – 18:00. The surgery has also signed up to the Government initiative of extended hours. This means that we will offer additional appointment slots on either a Tuesday earlier mornings, Wednesday evenings and Saturday mornings. The offered appointments rotate so please ask reception if you would like to book one of these appointments.

Further information on the services we offer

[pic] BLOOD SAMPLES & TESTS

We have received feedback that our blood sample appointment times can be restrictive, and could we add further appointments throughout the day. Unfortunately the blood sample appointment times are set to coincide with the courier who collects the samples for Burton Queens Hospital. All of Newhall Surgery blood samples are taken to the pathology lab at Burton Queens Hospital. The blood samples are analysed and the results are sent to the surgery. The courier has a pre-set route as they collect for most of the surgeries in the area, this is why our tests usually end before 11.20 am. We have asked if this could be reviewed as we know it restricts the service we can offer.

Newhall Surgery blood sample clinics run from 08.00 until 11.20 (Mon-Fri) and we offer 600 appointments per month. We are aware that Newhall Surgery offers more in house blood sample appointments than others in the area. However, if these times do not suit your needs you can always collect your blood sample form and visit the hospital department who are open 08.30 – 16.45 Mon-Friday, where no appointment is necessary, it is a sit and wait service.

What happens to your blood sample, see below

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TEST RESULTS, RESPONSILBILITES & CALL BACK SERVICE

• Please remember it is your responsibility to contact the surgery for your test results.

• If you have an abnormal test result the surgery will make reasonable attempts to contact you.

• Please ring after 1pm for your result. Surgery staff can only act in accordance with the Doctor’s instructions so may not be able to give you the result and a phone call back from a clinician may be required. This phone call may not be on the same day. Any urgent results will be priority.

Results of tests carried out during hospital visits are not normally sent to the practice.

[pic]HOLIDAY IMMUNISATIONS –

Are you thinking of booking a holiday abroad? Do you realise you may need some vaccinations for your forthcoming holiday? You need to book an appointment with one of our Practice Nurses 8 weeks before departure.

[pic]SMOKING - DO YOU NEED HELP IN QUITTING?

If you want help or know someone who would want help in quitting then please contact the surgery on 01283 217092.

You can also get help and telephone support via the Stop Smoking service also . Contact the following number 0800 085 2299.

There are also advice tips and tools on the NHS Choices Website, nhs.uk or smokefree.nhs.uk where you can obtain a free quit kit.

CONTRACEPTIVE SERVICES

The surgery offers a wide range of contraception services. Details are listed below, if you would like any further information regarding these services please book an appointment with one of our Nurses.

Combined Pill & Progestogen Only Pill (POP)

The combined pill contains oestrogen and progestogen, the other pill known as POP contains only progestogen. Useful for young healthy women who can reliably take pills. You will need to be reviewed by a GP or a Nurse every 6-12 months if you start either of these medications.

Implanon /Nexplanon Implant

What is it ? A small flexible rod which is placed just under the skin. Contains Progestogen only. This lasts up to 3 years, and is useful for women forget to take their pills.

Dr Hignett is qualified to insert and remove contraceptive implants.

Depo Provera Injection

Injection containing Progestogen. Injected into a muscle every 12 weeks by a Nurse. Again useful for women who forget to take their pills.

We follow a strict protocol for ladies who miss their last date for renewal.

IUD (The Coil)

Intrauterine device that is fitted into the womb (by a GP). For women who want longer term contraception; or who do not want to take hormones. Lasts up to 5 years.

IUS

Intrauterine device that is fitted into the womb (by a GP). Contains Progestogen only. Lasts up to 5 years.

Minor Surgery

The GPs at the surgery will carry out minor surgery if required. This can cover items such as toe nail removal. We also offer cryocautery at the surgery, the GPs will attend to warts with liquid nitrogen. To access these services you will need an appointment with a GP to access your concern and suitability for treatment.

ONLINE SERVICES

Did you know you can make appointments and order medication on line. To do this you will need to have a system password. Please contact reception for further details.

SELF CHECK IN

The surgery has an automated self-check in, this is located in the porch. This allows you to book in for your appointments. Should you feel uncomfortable using the system you can ask for help or speak to the patient services team.

Please note if you are late for your appointment you will be asked to rebook for another day.

[pic]FAILURE TO ATTEND APPOINTMENTS – TIME WASTERS BEWARE

 

As you can see from the previous pages in this document the surgery offers a wide variety of appointments at the surgery and the majority of patients attend the surgery for their appointments on the agreed date and time.  However, there are instances where numerous patients don’t attend and don’t inform the surgery that they are unable to attend.  This wasted time can run into hours lost per week. 

The surgery also recognises that plans do change; things happen out of your control, however we do expect that if you are unable to attend for your appointment that you let the surgery know

The surgery has a limited amount of appointments per week and we have to ensure that they are used effectively. A wasted appointment is a waste of NHS resources. The appointment you can’t attend can be then offered to someone else.

Some of our patients believe we should charge “time wasters”, as they are frustrated that they are unable to get an appointment. We do understand their frustration however we don’t have any plans at the moment to charge anyone!

Due to the growing amount of wasted appointments 2 years ago a policy was introduced where patients will be written to twice regarding their non attendance. If a further appointment is wasted they will be then removed from the practice list.

Over this period of time we have removed over 50 plus patients due to non attendance.

Southern Derbyshire CCG (previously the PCT) agreed to this policy. This combined approach shows how seriously the surgery takes non attendance of appointments. NHS resources are limited and we all must play a part in making the best use of them.

[pic]Referral Information

If you have visited the GP and you have been referred for further treatment or investigations you have a variety of options.

NHS Treatment

The GP will discuss with you at the time your need for a referral and your choices regarding where you can be treated via a system that is called Choose and Book. If you cannot decide at the time you will be given a number and you can book after the appointment. Our secretary can support you with this.

Private Treatment

You can use this option if you have either Private Medical Insurance or you wish to pay directly for one off treatment this is called Self-Funding.

1) Medical Insurance. You will need to discuss with your insurance your new referral and your options for treatment locations and consultants. The surgery does not deal with medical insurance companies directly.

2) Self-Funding You will need to decide which consultant you wish to see. You will need to contact the consultant secretary for fees etc.

For either option the Secretary we will generate a referral letter for you based on your consultation with the GP who has suggested treatment or investigation. This letter can be collected from reception or posted to the consultant of your choice.

ADDITIONAL INFORMATION

We can request, provide contact details of specific hospital and also information on Consultant areas of expertise. However we are unable to recommend specific Consultants, the Consultant you see is your choice.

Please telephone Linda Green, Secretary at the Surgery for all enquiries regarding referrals,

Direct line 01283 817993

Non NHS Work for GPs

From time to time GPs are asked to review, generate and sign various documents. This includes things such as insurance forms, holiday cancellations, bus passes, Ofsted reports, job applications, housing reports etc, (this is a sample but not the exhaustive list) these items are classed as Non NHS Work as they have to be completed in a GPs own time, due to this there is a charge.

There is a pricing structure displayed in reception, there is a charge to the above requested, however this varies on what you have requested for.

When leaving a form for completion please make sure we have a contact telephone number and that we know which GP is to complete the form. These forms are generally ready for collection within 7 days.

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[pic]PRIVATE MEDICALS

We offer private medicals (e.g. for HGV/PSV) at competitive rates.

[pic] DNA TESTING

We can process DNA testing by prior arrangement through a Solicitor.

You do not have to be a registered patient at this Surgery for Private Medicals or DNA Testing.

Please telephone Ellie Burns at the Surgery for all enquiries regarding Private Work, Private Medicals or DNA Testing

Direct line 01283 817994

The Wider Team

The following are services which are provided to you by Southern Derbyshire CCG. These staff are not directly employed by the surgery or GPs and are not based at the surgery. The teams however do have close links with the GPs and Nurses at the Surgery.

MATERNITY SERVICE AND MIDWIFE.

The Midwife is based at Swadlincote Heath Centre. All midwife clinics are based at the Health Centre.

Contact Number is 01283 818030

Swadlincote Health Centre

Civic Way

Swadlincote

Derbyshire

DE11 0AE

Health Visitors

The Health Visiting team are based at the Health Centre.

Contact Number is 01283 818044

Swadlincote Health Centre

Civic Way

Swadlincote

Derbyshire

DE11 0AE

Baby Clinics

The Health Visiting team hold their Baby Clinics at

Newhall SureStart Centre

70-72 Elmsleigh Drive

Midway

Swadlincote

Derbyshire

DE11 0ER

Contact Number is 01283 211157

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NEWHALL Surgery Patient REFERENCE Group.

The patient reference group is a group of Newhall Surgery patients who volunteer and work closely with the surgery on various projects. The group generates an action plan annually and sets out to tackle various education events, fundraising and awareness sessions throughout the year.

The surgery speaks with and involves the group volunteers with developments within the surgery and is happy to listen and act upon (where possible) ideas suggested by the group. This is a two way relationship enabling the practice to hear the voice of the patient in its decisions.

The patient reference group was formed in November 2013. In the following six months the patient group has generated its annual plan, helped deliver the patient questionnaire by being in the surgery waiting room and we have run our first Natterbox coffee morning event on cancer.

The patient reference group is not a committee, there is no formal structure. We have decided this format allows us to be proactive and tackle issues quickly. There is a core group of volunteers who meet on an adhoc basis to discuss plans.

We would like volunteers to help us with specific projects this means that you can be active in areas which suit you and ones that you are passionate about. When a project is due to start and you have told us that this is an interest area for you, we will be in contact with you to see if you are free and want to participate. Once the project is complete we would contact you again when another suitable activity is starting.

If you are interested either pick up a leaflet from the surgery or visit our website at and look for the Patient Group tab.

PHARMACY OPENING

Please find below the contact details of our local pharmacies. This list isn’t exhaustive, and to save any wasted journeys we would recommend you contact the pharmacy before you travel for opening times.

[pic] Pharmacy Opening

|Pharmacy |Location |Other Information |

| | | |

|Ashby Pharmacy (24hrs Opening) |Ashby |Tel: 01530 411222 |

| | | |

|BJ Wilsons |Castle Gresley |Tel: 01283 212487 |

| | | |

|Boots |Burton |Tel: 01283 561573 |

| | | |

|Boots |Swadlincote |Tel: 01283 216795 |

| | | |

|Brennans |Swadlincote |Tel: 01283 217141 |

| | | |

|Dean & Smedley |Newhall |Tel: 01283 217940 |

| | | |

|Dean & Smedley |Swadlincote |Tel: 01283 217496 |

| | | |

|Dean & Smedley |Woodville |Tel: 01283 217254 |

| | | |

|Peak Pharmacy |Church Gresley |Tel: 01283 552730 |

| | | |

|Sainsburys (Lloyds) |Swadlincote |Tel: 01283 220669 |

| | | |

|Quantum |Birmingham |Tel: 01217 072786 |

| | | |

|Prescription Care Services |Tamworth |Tel: 01827 302260 |

Comments and Complaints

A message from the Practice Manager

We recognise we are in a service with limited resources dealing with patients who are ill and not feeling well, this can make our job difficult and your experience not what you expected. Therefore it is really important that we value the feedback you give us and act upon it.

Positive comments boost team and individual morale more than patients probably realise, and we do publish these throughout the whole team and celebrate our successes.

Complaints and concerns - the surgery sees these as learning points and we do regularly review our complaints and where practically possible make changes to improve our services. We recognise that we can get things wrong; we can only improve and move forward.

If you wish to leave a comment positive or negative and any suggestions for improvements there are forms placed near the prescription box in the porch, please do leave your contact details so that we can get in touch.

If you have a complaint we do have a formal complaints procedure which surgery staff can give you a copy of. If you prefer ask to see me and I can take the details from you and outline how we will review your complaint in line with the procedure. I have detailed below some other agencies you may wish to contact if you don’t think you can speak directly with us. Please refer to our complaints leaflet for further details.

If you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, then NHS England can be contacted either by post, email or via the telephone.

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Email: nhscommissioningboard@.uk

Phone: 0300 311 22 33 (Mon – Fri 8am – 6pm, excluding English Bank Holidays)

PATIENT ADVISORY LIAISON SERVICE (PALS)

PALS provide a confidential service designed to deal with patients’ concerns and problems by liaising with the appropriate NHS staff, Your local South Derbyshire PALS office can be contacted on: 0800 783 7279

INDEPENDENT COMPLAINTS AND ADVOCACY SERVICE (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found on



OMBUDSMAN

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or or Textphone (Minicom): 0300 061 4298

And Finally!

We hope that the Newhall Surgery leaflet has been useful to you. If you would like to add further information to the leaflet please let us know.

Yours faithfully

Paula Sharpe Practice Manager, and the Team at Newhall Surgery.

Please turn over to comments/suggestions page

COMMENTS AND SUGGESTIONS

If you have any ideas on how to improve our services; or add content to this booklet, please fill in this sheet and return it to Newhall Surgery.

Comments/Suggestions:

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WWW.

Blood Test Taken

Courier Collects

Sample to Path Lab

Sample Analysed

(up to 1 week)

Results to

Surgery

Patient contacts Surgery for Results AFTER 1PM

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