MWH Practice

Transcription

MWH Practice

MWH Practice
Practice Leaflet
DOCTORS
Dr Htoo Htoo (female)
MBBS Dip food tech.
Dr Sandar Cho (female)
MBBS MRCGP MSc DFFP DPD
Dr Nang nweni Myint (female)
MBBS MRCGP DFFP
Dr Htun Nay Lin (male)
MBBS MRCGP
SURGERIES
MWH Practice
71 – 73 The Broadway
Southall
Middlesex
UB1 1LA
Tel: 020 8574 7746
Fax:020 8574 4795
MWH Practice
1 Vincent Road
Hounslow
Middlesex
TW4 7LH
Tel: 020 3006 7425
Tel: 084 4499 6967
Fax:084 4499 6968
Email :
Website: www.mwhpractice.co.uk
Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH
1
1.
WELCOME TO OUR PRACTICE ................................................................................................................................... 3
2.
OUR PRACTICE .......................................................................................................................................................... 4
PRACTICE MEDICAL TEAM ........................................................................................................................................................... 4
PRACTICE MANAGER .................................................................................................................................................................. 4
RECEPTIONISTS .......................................................................................................................................................................... 4
PRACTICE NURSES ...................................................................................................................................................................... 4
DISTRICT NURSES ....................................................................................................................................................................... 4
HEALTH VISITOR ........................................................................................................................................................................ 4
3.
PATIENT INFORMATION ........................................................................................................................................... 5
DISABLED PATIENTS.................................................................................................................................................................... 5
CONSULTATION TIMES AT SOUTHALL PRACTICE ................................................................................................................................ 5
CONSULTATION TIMES AT HOUNSLOW PRACTICE ............................................................................................................................. 5
APPOINTMENTS ......................................................................................................................................................................... 5
**NEW SERVICE** .................................................................................................................................................................... 5
CANCELLATIONS......................................................................................................................................................................... 6
TELEPHONE ADVICE .................................................................................................................................................................... 6
HOME VISITS ............................................................................................................................................................................ 6
OUT OF HOURS EMERGENCIES...................................................................................................................................................... 6
ACCIDENTS ............................................................................................................................................................................... 6
VIOLENCE AND AGGRESSION ........................................................................................................................................................ 7
PATIENT / PRACTICE RESPONSIBILITIES ........................................................................................................................................... 7
REPEAT PRESCRIPTIONS ............................................................................................................................................................... 7
TEST RESULTS............................................................................................................................................................................ 7
NEWLY REGISTERED PATIENTS ...................................................................................................................................................... 7
PATIENT PARTICIPATION GROUP ................................................................................................................................................... 7
4.
SERVICES PROVIDED ................................................................................................................................................. 8
BABY CLINIC.............................................................................................................................................................................. 8
DRUGS MISUSE SERVICE.............................................................................................................................................................. 8
FAMILY PLANNING CARE ............................................................................................................................................................. 9
MINOR SURGERY ....................................................................................................................................................................... 9
NURSING.................................................................................................................................................................................. 9
HEALTH CARE ASSISTANTS ........................................................................................................................................................... 9
NURSE PRESCRIBER .................................................................................................................................................................... 9
TRAVEL CLINIC........................................................................................................................................................................... 9
UPDATING YOUR CONTACT DETAILS ............................................................................................................................................ 10
YOUR MEDICAL RECORDS .......................................................................................................................................................... 10
SUGGESTIONS / CRITICISM / COMPLAINTS .................................................................................................................................... 10
ZERO TOLERANCE TO ABUSIVE BEHAVIOUR ................................................................................................................................... 10
FREEDOM OF INFORMATION ...................................................................................................................................................... 10
5.
USEFUL TELEPHONE NUMBERS ............................................................................................................................... 11
6.
USEFUL WEBSITE LINKS .......................................................................................................................................... 12
7.
NHS 111 FREQUENTLY ASKED QUESTIONS .............................................................................................................. 13
2
1. Welcome to Our Practice
This booklet outlines the services that we offer. Please keep it safe and use it as a source of reference.
We are an NHS practice offering high quality care to the people of Southall and Hounslow. We deliver a full range of modern
services through a highly skilled professional team including Doctors, Nurses and Health Care Assistants. Our aim is to deliver
a service that combines the personal care of the traditional family doctor with the best that the modern general practice
can deliver. We are constantly seeking new ways to serve our patients. We are a fully computerised medical practice and
use this to provide a comprehensive recall system for:
 Chronic Disease
 Childhood Immunisation and Screening
All Consultations are recorded on computer.
We provide late evening surgeries for the commuters (Monday evenings in Southall and Thursday evenings in Hounslow).
3
2. Our Practice
Practice Medical Team
Name
Qualifications
Dr Htoo Htoo (female)
MBBS Dip food tech.
1973
Minor surgery and family planning
Dr Sandar Cho (female)
MBBS MSc MRCGP DFFP DPD
1996
Cardiology and Diabetes
Dr Nang Nweni Myint
(female)
MBBS MRCGP DFFP
1995
Elderly, Paediatrics and family planning
Dr Htun Nay Lin
MBBS MRCGP
2000
Dr Mark Mikhail
MBchB
2007
Qualified
Medical Specialties
ENT, Psychiatry, Paediatrics, Acute
Medicine, Elderly
Practice Manager
Mr Aydid Cabdillahi, our Practice Manager is responsible for the organisation of the Practice. If you have any suggestions
or complaints then please contact the Practice Manager.
Receptionists
Our receptionists are here to help you. They have a difficult job dealing with telephone calls and enquiries from every
direction, so PLEASE BE A PATIENT PATIENT! When telephoning for an appointment, advice or a home visit the receptionist
may ask you for a few details. They have been trained to make these enquiries on our behalf so we may help you in the
most appropriate and efficient way.
Mrs Surinder Jaggee
Hounslow
Mr Aung Min Oo
Southall
Mrs Amarjit Ranadev
Hounslow & Southall
Miss Thiri Winn
Hounslow & Southall
Ms Savia Fernandes
Southall & Hounslow
Practice staff are bound by the same rules of confidentiality as Doctors.
Practice Nurses
Our skilled nursing team covers both centres comprising practice nurses, a nurse prescriber and a health care assistant.
Appointments will be made with a nurse with specific training to meet your requirements.
Our highly trained practice nurses provide •health promotion •immunisations •travel advice plus vaccinations •cervical
smears. They are also skilled in all aspects of wound care.
Our nurse prescriber’s role also includes assessing and treating minor illnesses and injuries. If you are unsure whether your
problem is suitable for her care, the receptionist will be able to advise you. Each of the nurses has specialist skills in one or
more areas of chronic disease management, such as diabetes, asthma and heart disease.
All requests for home visits are taken by a member of the nursing team in order to prioritise their necessity and urgency.
District Nurses
Our District Nursing Teams are based at Featherstone Road Clinic in Southall and Bath Road Clinic in Hounslow. They are
responsible for nursing care in the patient’s home.
Health Visitor
Our Health Visiting Team are based at the MWH Practice and are responsible for our child health promotion programme.
They run a ‘drop in’ baby clinic and are also closely involved in antenatal and postnatal parentcraft.
4
3. Patient Information
Disabled Patients
Our premises are designed to allow easy wheelchair access to all surgeries and treatment rooms. We also have a specially
equipped toilet for disabled patients.
Consultation Times at Southall Practice
Day
Mon
Dr Htoo
09:30am – 12:30pm
16:00pm – 18:00pm
Dr Cho
14:00pm – 18:00pm
18:30pm – 20:00pm
Tues
Wed
Thurs
Fri
09:30am – 12:30pm
CLOSED
16:00pm – 18:00pm
Dr Myint
09:30am – 12:30pm
16:00pm – 18:00pm
Dr Lin
09:30am – 12:30pm
16:00pm – 18:00pm
09:30am – 12:30pm
16:00pm – 18:00pm
09:30am – 12:30pm
Dr Mikhail
09:30am – 12:30pm
**We provide late evening surgeries for the commuters (Monday Evenings in Southall and Thursday Evenings in
Hounslow.
Consultation Times at Hounslow Practice
Day
Mon
Tues
Dr Htoo
09:30am – 12:30pm
16:00pm – 18:00pm
Dr Cho
09:30am – 12:30pm
16:00pm – 18:00pm
Dr Myint
Wed
09:30am – 12:30pm
14:00pm – 18:00pm
Dr Lin
Thurs
Fri
09:30am – 12:30pm
09:30am – 12:30pm
16:00pm – 18:00pm
16:00pm – 18:00pm
18:30pm – 20:00pm
09:30am – 12:30pm
16:00pm – 18:00pm
Appointments
Patients are asked to ring for a doctor’s appointment on the day they wish to be seen. If the doctor of your choice is fully
booked or unavailable, you will be offered an alternative. Many appointments are bookable in advance, up to one week in
advance. You will always be seen in an emergency.
Please be punctual for your appointment and always give us as much notice as possible if you are unable to keep a booked
appointment.
Medical problems can often take longer than the time allotted for one appointment. At times, therefore, your doctor or
nurse may be running late, (if so, it is because a problem has required more time than usual to be dealt with properly).
Please be patient – next time it could be you!
**New Service**
**Please note: We now have a new Online Appointment Booking and Repeat Prescriptions Ordering service available to
our Patients. If you would like to register for this service please call into the surgery. Once you have registered we will give
you a password to enter to login to our New Patient Access Service. If you have already registered with the practice, click
on the link on our website.
5
Cancellations
If you are unable to attend an appointment, which you have booked, please inform us as soon as possible so that your
appointment can be given to someone else.
If you fail to inform us that you no longer need your appointment or that you are unable to attend patient access is greatly
reduced.
Telephone Advice
If you would like to speak to a Doctor / Nurse for advice but are unable to attend the surgery, please contact the receptionist
who will be able to advise you of an appropriate time for a telephone consultation. If possible, give an indication of what
you would like to discuss (unless there is something confidential which you would prefer to discuss with the Doctor).
Home Visits
If you are too ill to attend the surgery you can request a home visit by telephoning the Surgery, if possible before 10:30am.
This allows the Doctors to plan their day. The receptionist will ask for details of your illness to help the Doctor assess the
urgency of the visit. You will also be asked for a contact telephone number as the Doctor may wish to speak to you. Home
visits are at the discretion of the Doctor and are for patients who are medically unable to attend the surgery. Remember,
the Doctor can see four patients at the surgery in the time it takes to do one home visit. If your problem is urgent, you will
always be seen the same day, so please try to come to the surgery if you can.
Out of Hours Emergencies
What to do when the GP practice is closed:

If you need medical help fast but it’s not an emergency call 111

If it’s a life-threatening emergency call 999
NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency.

Calls to 111 are FREE from landlines and mobiles

NHS 111 is available 24/7, every day of the year
When to call 111
You should call 111 when:

You think you need to go to A&E or to another NHS urgent care service

Your GP surgery is closed and you need healthcare advice

You don’t know who to call for medical help.
When to call 999
Call 999 for life threatening emergencies such as:

Major accident or trauma

Severe breathlessness

Severe bleeding

Loss of consciousness

Severe chest pain.
Out-of-hours services are provided during the following periods when the surgery is closed: 06.00pm – 08.00am
During normal practice opening hours, the practice remains your first point of contact for all routine requests.
For more information about NHS 111, please read the frequently asked questions at the back of this Leaflet.
Accidents
If you have sustained an injury as a result of an accident, fall etc., please report directly to the Hospital Accident and
Emergency Department.
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Violence and Aggression
The Doctors and Staff of our Practices re-affirm their commitment to do everything possible to protect themselves, patients
and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm, damage or
distress. This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety.
In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical
records the fact of the removal and the circumstances leading to it.
Patient / Practice Responsibilities
We have a charter for patients and the Practice. We will offer you the best service possible and expect full cooperation from
our patients. For more details, please speak to reception.
Repeat Prescriptions
Unless a specific arrangement has been made for you to collect a prescription without seeing a Doctor, you will normally be
asked to make an appointment before any further treatment is prescribed.
Please note: The GPs do not do repeat prescriptions. Please order your repeat prescriptions via one of the ways listed
below. Prescriptions for controlled drugs must be collected personally. We cannot hand over prescriptions to anyone under
16 years of age.
You can order as follows:



In person at the surgery
By post, enclosing a stamped addressed envelope for us to mail back to you
**Online Ordering – please ask at reception to register for this service** [THIS SERVICE IS NEW]
Please allow two working days before collection
WE DO NOT PRESCRIBE ANTIBIOTICS FOR COUGHS AND COLDS
Test Results
It is the patient’s responsibility to ring the surgery to enquire about any investigations that may have been undertaken.
Please remember that results for blood tests can take 7 – 14 days and X-rays 14 days.
We will ensure that you are told how to obtain test results and give you clear instructions when you contact the medical
centre. Where the results of an investigation suggest an immediate risk to your health, we will make every attempt to
contact you that day.
In view of patient confidentiality, we are only able to give the results to the person on whom the test was performed. For
information on what your laboratory test results mean please visit Lab Tests Online UK.
Newly Registered Patients
New patients are very welcome. If you live in our Practice Area, we would be happy for you to register with us. To register
with the MWH Practice you can download the following forms from our website, fill them out and return them to the
surgery. Alternatively, pop in to one of our surgeries and fill a form out when passing by. Don’t worry if you do not have all
the information available. Once you have registered you can see the doctor of your choice.
Prospective patients who fall within our catchment areas will need to attend personally with a medical card. This practice
does not discriminate on the grounds of race, age or sex etc.
All new registered patients are offered a free Health Chick. In order to keep you record accurate, it is crucial to inform the
surgery about changes in your contact details. Otherwise it can lead to removal from our list.
Patient Participation Group
Patient Participation Group (PPG) is made up of practice staff and patients that are representative of the practice population.
The main aim of the PPG is to ensure that patients are involved in decisions about the range and quality of services provided
and, over time, commissioned by the practice. Using the PPG, GP practices are encouraged to promote the proactive
engagement of patients and to seek views from practice patients through the use of local practice surveys.
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4. Services Provided
Baby Clinic
All children under 5 are seen regularly by the Health Visitors, who also carry out developmental checks at appropriate
intervals. Routine immunisations are a most important part of preventative care for children, and we strongly recommend
that your child has all the immunisations offered.
These are routine clinics run by your GP who check your child’s health and development at eight weeks of age. The first
immunisations and the pre-school booster are given at this clinic.
Immunisation Schedule







At two months old:
o Diphtheria, tetanus, pertussis (whooping cough), polio and Haemophilus influenzae type b (Hib)
(DTaP/IPV/Hib) one injection
o Pneumococcal infection – pneumococcal conjugate vaccine (PCV) one injection
o 1st Rotavirus Oral
At three months old:
o Meningitis C (meningococcal group C) (MenC) one injection
o 2nd Rotavirus Oral
At four months old:
o Meningitis C (meningococcal group C) (MenC) one injection
At around 12 months old:
o Haemophilus influenzae type b (Hib) and meningitis C (Hib/MenC) booster dose in one injection
At around 13 months old:
o Measles, mumps and rubella (German measles) (MMR) one injection
Three years four months to five years old (pre-school):
o Diphtheria, tetanus, pertussis (whooping cough) and polio (dTaP/IPV or DTaP/IPV) one injection
o Measles, mumps and rubella (German measles) (MMR) one injection
13 to 18 years old:
o Diphtheria, tetanus and polio (Td/IPV) one injection
Drugs Misuse Service
The service provides high-quality medical and psycho-social assessment. All patients have a Care-Coordinator who words
with patients to deliver an individually tailored care plan to meet their needs. Treatment available includes:

Substitute Prescribing

Daily supervised consumption of medication

Assessment and referral to specialist inpatient ward

Viral testing and Hepatitis B vaccination programme

Assessment and referral for residential rehabilitation.
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Family Planning Care
The Practice provides a comprehensive, confidential family planning service including:
 Prescribing oral contraception (the pill)
 Fitting Coils and Caps
 Prescribing Emergency Contraception – please arrange to see a Doctor within 72 hours if you require this
If you are unsure about which method to choose then please visit this website, www.fpa.org.uk/contraception-help before
your appointment.
Minor Surgery
We are registered and qualified to perform minor surgery. The premises are fully quipped and staffed for this, and these
procedures are carried out in the Treatment Room by arrangement with your doctor.
In addition to your doctors’ surgeries we have experienced nurses able to assess and advice on a number of minor ailments.
Back-up support is always available for our nurses if required. To make an appointment with the minor illness clinic please
telephone the number for the doctor with whom you are registered.
Nursing
Our skilled Nursing Team cover both centres, comprising:

Practice Nurses

Nurse Prescriber

Health Care Assistant.
Our Nursing Team provide the following:

Health Promotion

Immunisations

Travel Advice plus Vaccinations

Cervical Smears
They are also skilled in all aspects of wound care. Each of the nurses has specialist skills in one or more areas of Chronic
Disease Management such as:

Diabetes

Asthma

Heart Disease
All requests for home visits are taken by a member of the Nursing Team in order to prioritise their necessity and urgency.
Health Care Assistants
Our Health Care Assistants deal with the following:

New Patient Medical

Blood Pressure Checks

ECG
Nurse Prescriber
Our Nurse Prescriber’s role also includes assessing and treating minor illnesses and injuries. If you are unsure whether your
problem is suitable for her care, the receptionist will be able to advise you.
Travel Clinic
We provide specialised travel care which includes all vaccinations and travel advice. This is a full personalised service to take
into account each person’s individual requirements.
9
Updating your Contact Details
Please advise the surgery when you move with your new address and if you change any phone numbers. This is important
as we have no way of contacting you otherwise. Please download our Contact Details Form from our website and either
hand it in or send it to us. Please advise us of all family members and their dates of births so we can change their records as
well.
Your Medical Records
As you know, your Doctor and the Team of Health Professionals caring for you keep records about your health and the care
you receive from the National Health Service. These are important to help ensure that you receive the best possible care
from us.
Your records are used in the following ways to guide and administer the care you receive:

To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide
what care you need when you visit in the future.

To ensure that full information is available should you see another Doctor or be referred to a specialist or another
part of the NHS.

To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.

To ensure that your concerns can be properly investigated if you need to complain.
Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money
has been well spent and that staff are paid for the work they have done.
Whilst always preserving confidentiality, your records can also help us to help you by:


Assisting with the teaching and training of Health Care Professional (you choose whether or not to be involved).
Assisting with health research (if you need to be personally involved with the research you will be contacted and
asked whether you are willing to participate. You will not be identified without your agreement).
Suggestions / Criticism / Complaints
We operate a comprehensive complaint procedure in line with national policies. All comments and complaints will be dealt
with seriously, promptly and confidentially. Complaints can be made in writing or by completion of a standard complaint
form available from the practice. Your complaint will be recorded and acknowledged within three working days and we will
provide a substantive response four weeks from receipt. Should any matter remain unresolved you have the right to refer
the matter to the Health Authority and seek advice from the local Community Health Council. Please send all complaints for
the attention of the Practice Manager.
Please also note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if
a complaint is not made by that patient in person. The complaints procedure should ensure all complaints are dealt with
swiftly and fairly and hopefully to the satisfaction of all concerned.
Zero Tolerance to Abusive Behaviour
The Doctors and Staff of MWH Practices re-affirm their commitment to do everything possible to protect themselves,
patients and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm,
damage or distress. This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s
safety.
In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical
records the fact of the removal and the circumstances leading to it.
Freedom of Information
MWH Practices confirm to the requirements of the Freedom of Information Act 2000. We have produced a publication
scheme in accordance with the Act, a copy of which is available from reception.
10
5. Useful Telephone Numbers
Emergency Ambulance, Police, Fire, Paramedic
999
NHS 111 Services
111
Local Contacts
Chemists
Hospitals
11
6. Useful Website Links
The UK's leading cancer information service
www.cancerbacup.org.uk/info/specific-cancers.htm
The Department of Health site provides access to the most up-to-date government health circulars, papers and
reports.
www.doh.gov.uk
The Health Index Database enables you to search for a private specialist, nursing home or hospital. It holds
discussions and is searchable by health community, e.g. depression or sleep disorders
www.healthindex.co.uk
Medicdirect is a new health information site aimed at UK public and practitioners.
www.medicdirect.co.uk
Provides free and easy to understand medical information and advice
www.medinfo.co.uk
National Electronic Library for Health (select the virtual Mental Health Library section). This has information for
patients and clinicians.
www.nelh.nhs.uk
Lists support groups available for patients in the UK
www.netdoctor.co.uk/directory/support_groups/index.shtml
The official NHS website. This provides basic advice to treat common symptoms. Also provides excellent links to
support groups and associations.
www.nhsdirect.nhs.uk
The official gateway to NHS organisations on the internet, both local and national.
www.nhs.uk
Patient UK is a comprehensive web directory for UK patient information. It provides excellent links to support
groups and voluntary organisations.
www.patient.org.uk
12
7. NHS 111 Frequently Asked Questions
1.
2.
3.
What is NHS 111?

NHS 111 is a new telephone service being introduced to make it easier for you to access local health services,
when you have an urgent need.

If you need to contact the NHS for urgent care there are only three numbers to know; 999 for life-threatening
emergencies; your GP surgery; or 111.

When you call 111 you will be assessed, given advice and directed straightaway to the local service that can
help you best – that could be an out-of-hours doctor, walk-in centre or urgent care centre, community nurse,
emergency dentist or late opening chemist.

NHS 111 is available 24 hours a day, 7 days a week, 365 days a year.

Calls from landlines and mobile phones are free.
How does it work?

Calling 111 will get you through to a team of fully trained call advisers, who are supported by experienced
nurses.

They will ask you questions to assess your symptoms, and give you the healthcare advice you need or direct
you to the right local service.

Where possible, they will book you an appointment or transfer you directly to the people you need to speak
to.

If they think you need an ambulance, one will be sent just as quickly if you had dialed 999.
When do you use it?
You should call 111 if:
4.

you need medical help fast, but it’s not a 999 emergency;

you don’t know who to call for medical help or you don't have a GP to call;

you think you need to go to A&E or another NHS urgent care service; or

you require health information or reassurance about what to do next.
Why should you use it?

5.
How much do calls to NHS 111 cost?

6.
Calls to the NHS 111 service are free from both landlines and mobile phones, so it won’t cost you a penny.
Is the NHS 111 service available 24/7?

7.
NHS 111 will direct you straight away to the local service that can help you best.
Yes, NHS 111 is available 24 hours a day, 7 days a week, 365 days a year.
Who answers NHS 111 calls?

Calls are answered by fully trained call advisers, who are supported by experienced nurses.
13
8.
9.
Is the service available to people with a hearing impairment or communication difficulties?

People with communication difficulties or impaired hearing are able use the NHS 111 service via a textphone
by calling 18001 111.

Calls are connected to the TextDirect system and the textphone will display messages to tell the user what
is happening.

Typetalk Relay Assistant will automatically join the call and they will speak the users typed conversation to
the NHS 111 call adviser and will type back the adviser’s conversation, so that this can be read this on the
caller’s textphone display (or computer).
Is the service accessible to non-English Speakers?

The NHS 111 service uses a translation service so that it is accessible to people who do not speak English.

Callers who do not speak English should state the name of the language they want to conduct the
conversation in and the interpreting service will be utilised.
14
MWH Practices
Southall and Hounslow
This leaflet has been produced for download from our website:
www.mwhpractice.co.uk
15

MWH Practice

Transcription

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