Chard Road Surgery Chard Road St Budeaux

Chard Road Surgery
Chard Road
St Budeaux
Plymouth
PL5 2UE
Telephone:
Enquiries
Appointments
Repeat Script Ordering
Fax
Email address
Website
01752 363 111
01752 363 031 / 367 672
01752 322 222
01752 363 611
[email protected]
www.chardroadsurgery.co.uk
Doors open Monday to Friday
HCA appointments Daily from
8:00am until 6:00pm
8:00am – 12:30pm
Nurse appointments Daily from
8:30am
GP appointments Daily from
8:30am
Dr Rachel Tyler
BM BS DRCOG DFFP MRCGP
Reg 1997 (UK)
Dr Michael Sissons
MBChB DRCOG
Reg 1995 (UK)
Dr Kate Barnett
MBBS MRCGP DFFP
Reg 1999 (UK)
Dr Pauline Charlett
MBChB DRCOG DFFP MRCGP
Reg 1997 (UK)
Dr Emma Williams
MBChB DRCOG DFFP MRCGP
Reg 2001 (UK)
Dr Paul Hayes
BM DCH MRCGP
Reg 1999 (UK)
INTRODUCTION
We aim to provide a high standard of medical care in a friendly and professional manner.
You can help us achieve our aim by reading this guide and following the suggestions made
to ensure that appropriate services can be provided when you most need them.
The guide contains useful information about how to get the most from a visit to your
surgery.
HOW TO REGISTER
To register at the Practice please collect forms at the reception desk.
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CLINICAL STAFF
Practice Nurses
Gill Reffell
Practice Nurse
RGN Bsc BA hon Nursing & Health Studies
Lyn Bond
Practice Nurse
RGN
Daily clinics are held at the surgery. Practice Nurses are also available for advice on appropriate matters by
phone.
Practitioner
Craig Thomas is responsible for dealing with same day problems, such as: • chest infections • throat infections
etc
Health Visitors
Tel: 01752 434 308
The Health Visitors are concerned with children’s developmental care. They are based at Tamar View Resource
Centre, Miers Close, Barne Barton, Plymouth
Child Health Clinic Times:
Wednesday
The Barn Kit Hill Crescent
1:00pm – 3:00pm
Thursday
Tamar Folk (Sure Start
Children’s Centre)
2:00pm – 2:30pm
District Nurses
Tel: 01752 363 111 (9:00am – 4:00pm weekdays for messages)
Nicky Stidever
Gillian Winzer
Elizabeth Horn
Community Matron
Community Sister
Community Nurse
Available for home visits 8:30am – 5:00pm by prior arrangement. District Nurses are concerned with nursing
housebound patients within the home.
Community Midwife
Tel: 01752 363 111
Leesia Walton
RM
Leesia works as a practitioner in her own right and in conjunction with the Practice and the doctors at Derriford
hospital, to provide care throughout pregnancy.
First antenatal appointments are held here at the surgery.
Follow-up antenatal clinics are held at Tamarfolk (Sure Start) Children’s Centre (in between the Co-op and the
library at St Budeaux) Tel: 431600 for an appointment or call in. There is also a drop-in clinic every Wednesday
in Barne Barton Community Flat, Roberts Road 1.00pm to 3.00pm where you can see a midwife. Postnatal
checkups are at Chard Road.
Healthcare Assistants
Tel: 01752 363 111
Valerie Handy
Clinics: Mon, Wed, Thurs & Fri from 8:00am for • blood tests • health checks •
smoking cessation advice
Clinics: Mon, Tues Wed & Thurs from 8:00am for • blood tests • health checks
• weight management advice • smoking cessation advice.
Sally Crispin
NON CLINICAL STAFF
Practice Manager
Tel: 01752 363 111
Nicky Evans and 15 Reception / Admin Staff who carry out the policies of the doctors, which are aimed at
making the practice run efficiently for patients and staff.
2
TELEPHONE NUMBERS
General Enquiries
01752 363 111
General enquiries such as speaking to or leaving messages for other members of staff e.g. the Practice Nurse,
Doctor, Midwife or District Nurse.
For Test results please telephone or come into reception after 2:00pm. Between the hours of 1:00pm – 2:00pm
this number is for emergencies only.
Emergencies & Home Visits
01752 363 111
Out of hours - if you need to speak to an emergency Doctor, please telephone Out of Hours Service on 111.
This number is also recorded on our answering machine. Out of Hours visits will be undertaken by a fully
qualified locum GP.
During surgery opening hours – Emergency home visits during surgery opening hours will be carried out by the
duty doctor.
If your visit is for a routine check-up (available for housebound patients only) and you wish to see your usual
doctor, we can normally arrange this. It is always the doctor’s decision whether a problem merits a home visit
Appointments to see a Clinician
01752 363 031 / 367 672
We are aware of how difficult it can be to book a GP appointment. We also know that many of our patients are
busy and find it difficult to access appointments during the working day.
So, we are delighted to announce that, from November 17th 2014, we are introducing a new, innovative
appointment system.
We will be moving to a system called ‘Direct Patient Access’. This system is already being successfully used in
some practices throughout the country and will enable any patient who needs access to a clinician to be dealt
with at a time and day that suits them.
Patients who ring the practice will be asked their name, contact telephone details, who they wish to speak to
eg a named GP or our triage practitioner, and a brief description of the reason for the call. The receptionist will
then allocate the call to the most appropriate clinician.
The clinician will then return the call and advise the patient accordingly. If tests are needed these will be
arranged. If the clinician needs to see the patient, a suitable time and day will also be arranged. If you just
require advice or need to speak to your own doctor, this can be done then and there.
There is no longer the need to book a face to face appointment with your GP – your GP will arrange all this for
you, if needed, once you have had your telephone consultation.
If you have any queries please ask at reception.
Commonly Asked Questions
Answers
My GP has asked me to see
them again. How do I book an
appointment?
Your GP will make the appointment for you, either at the time they see
you or will advise you when to call back.
How do I book an appointment
with a practice nurse?
Practice nurse appointments and appointments for the health care
assistants will still be booked in advance by reception staff.
Does the new system mean I
will never see a GP?
No, a GP will speak to you on the telephone and, if appropriate, will offer
you a time to attend the practice if you wish.
3
Can I still speak to Craig
Thomas?
Yes, Craig will still be available to deal with same day problems – such as
chest infections, throat infections etc.
Can I speak to my own doctor?
Yes, if you have a regular doctor you prefer to talk to we will allocate your
call to them and you will be telephoned back by your GP.
If your GP is unavailable eg holiday, sickness etc you will be offered
another available GP if you so wish.
Appointments to see the Practice Nurse and Healthcare Assistant
01752 363 031 / 367 672
Appointments with the nurses and phlebotomist must be made in advance either by phone or at reception.
Saturday morning surgeries
A limited number of pre-bookable GP appointments are available on alternate Saturdays. These can be booked
up to 4 weeks in advance. The surgery will NOT be open for prescriptions or home visits, nor will a telephone
service be available (apart from the repeat prescription line). NHS111 will still be providing the emergency
service for the weekend.
GEOGRAPHICAL MAP
SURGERY OPENING TIMES
Doors open:
Appointments:
8:00am until 6:00pm for enquiries/collection of scripts Monday to Friday
Monday to Friday
Alternate Saturdays
Pre-bookable appointments only
DISABLED PARKING, ACCESS AND TOILETS AVAILABLE
If you are unable to manage the stairs, please tell the receptionist, who will arrange for you to be seen
downstairs.
The Practice is committed to creating a fully inclusive and accessible service. By making equality and diversity
an integral part of the business, it will enable us to enhance the services we deliver and better meet the needs
of our patients and staff.
We will treat people with dignity and respect, promote equal opportunities and eliminate all forms of
discrimination regardless of (but not limited to) your race, nationality, religion or belief and family status.
CAN YOU HELP?
Chard Road Surgery League of Friends
The League of Friends is a registered charity. The main activity is fund raising to purchase items of equipment
to benefit patients. If you would like to help, or have any ideas or suggestions which the Friends should
consider, please contact the Chairman, Michael Ough via Reception at Chard Road Surgery.
4
SERVICES PROVIDED

Dressings
}

Removal of Stitches
}
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Ear Syringe
}
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Health Check
}
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Blood Pressure Check
}
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Continence Advice
}

Minor Surgery Services

Health Promotion
}
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Cervical Smears
}
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Advice on Menopause
}
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Help with Smoking / Alcohol
}
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Travel Advice & Immunisation
}
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Breast Check Information
}
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Asthma Checks
}
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Diabetic Checks
}
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Family Planning
}
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Bloods
}
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Morning after Contraception

Child Health Surveillance
}
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Pre-Pregnancy Advice
}
Health Visitor / Doctor

Antenatal Classes
}
Health Visitor / Midwife

Advice on Baby & Child care
}

Family Diet & Exercise
}

Baby Checks & Hearing Tests
}

Suggestions or Complaints
}
Practice Nurse
Doctor / Practice Nurse
Practice Nurse
Health Care Assistants
Contact the Doctor as soon as possible (within 72 hours). If <19yrs of
age this service is available from the pharmacy.
Health Visitors
Practice Manager
Repeat Prescription
Patients can now order repeat prescriptions online. Please ask for details at reception.
Prescriptions can also be requested in person from reception, on the dedicated phone
line, 01752 322 222 or by post (enclose sae please).
Prescriptions can be collected from reception or from a pharmacy of your choice by arrangement.
Repeat prescription ordering on the dedicated telephone line: 01752 322222
Open at any time of the day. Please have your repeat prescription slip by the telephone when you ring. You will
need to leave details of your name, date of birth and contact number (in case any queries arise) as well as details
of each repeat prescription item required. Prescriptions can be collected from reception or from a pharmacy of
your choice by arrangement. Please allow 2 working days for your script to be ready plus pharmacy time. Nonrepeatable items may take longer. Please note we do not take orders for prescriptions by telephone, please use
one of the methods above.
5
TEXT MESSAGING REMINDER SERVICE
We now offer our patients a text messaging reminder service for booked appointments. Please ensure we have
your current mobile number. If you do not want text reminders please inform reception.
BOOTS PHARMACY
Open Monday to Friday
Tel : 01752 364 280
08:30am – 6:15pm
Repeat script collection, pregnancy testing, morning after pill for 13-19yrs & family toiletries.
RIGHTS & RESPONSIBILITIES OF THE PATIENT
Please arrive promptly and remember to cancel your appointment if you can no longer keep it; someone else
may need to see the doctor urgently.
We operate a zero tolerance zone. If a patient is violent or abusive to staff or other persons present on the
practice premises, police will be called.
ACCESS TO MEDICAL RECORDS
All manual and computerised health records about living people are accessible under the Data Protection Act
1998. Competent patients may apply for access to their own records, or may authorise a third party, such as
their lawyer, to do so on their behalf. Parents may have access to their child’s records if this is in the child’s best
interests and not contrary to a competent child’s wishes. People appointed by a Court to manage the affairs of
mentally incapacitated adults may have access to information necessary to fulfil their function. There are
exemptions to this service. A fee (up to £50) will be charged depending on the type of record and whether the
patient wants copies.
COMPLAINTS
Any complaint or suggestion about the service offered at this Practice should be made to the Practice Manager.
Complaints will be fully investigated. After consulting all interested parties you will be advised of any change to
practice policy thought to be necessary as a result of your complaint within 14 days. Full details of complaints
procedure can be found in the waiting room.
MAKE THE MOST OF OUR SERVICES
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Read the notices posted in the surgery
Make sure you know the opening times of the surgery
Find out how to arrange home visits, repeat prescriptions and urgent appointments
You may not always need to see a doctor; ask what services the nurse can provide
Ask your doctor to write down anything that you do not understand the answers to
Take a friend or relative with you if necessary
Tell the receptionist if you need more time to speak to the doctor, she may be able to arrange this
Think twice before making an appointment. Do you really need to see a doctor? Have you tried simple
treatments?
More information about primary medical services in the area may be obtained from:
NHS Plymouth
Building 1
Derriford Business Park
Plymouth, PL6 5QZ
Tel : 0845 155 8000
HOW YOUR LOCAL PHARMACY CAN HELP
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


Ask your pharmacist for advice about choosing the right medicines for common ailments
Your pharmacist will advise you if you are unsure about seeing a doctor
He / She can offer advice about a problem if you are not sure what is causing it
Be sure to tell your pharmacist if you are taking other medicine – some medicines are not compatible.
6
YOUR INFORMATION – what you need to know
Why we collect information about you
We need to keep records about you on our computer system or on paper records for your doctor and other
health professional about any care that you received from the National Health Service. Your doctor is
responsible for their accuracy and safekeeping. We keep this information to help ensure that you receive the
best possible care from us. Details that are kept may include:

basic details about you such as address

contacts we have had with you, such as clinical visits

notes and reports about any treatment or care you have received

results of investigations such as x-rays and laboratory tests

relevant information from other health professionals or those who care for you and know you well
How your records are used to help you
Your records are used to guide health professional in the care you receive to ensure that:

any health professional involved in your care has accurate and up to date information to assess your
health and decide what care you need

full information is available if you see another doctor or are referred to a specialist or another part of
the NHS

there is good basis for assessing the type and quality of care that you have received

your concerns can be investigated if you need to complain.
You have a right to see your records if you wish. Please ask if you would like further details.
How your records are used to help the NHS
Your information may also be used to help us:

assess the needs of the population

review the care we provide

teach and train other health professionals

conduct health research and development

pay your GP, dental and hospital for the care they provide

audit NHS accounts and services

prepare statistics on NHS performance

Investigate legal claims or untoward incidents
Some of this information is used for statistical purposes and stringent measures are taken to ensure that
individual patients cannot be identified.
Where it is not possible to use anonymised information, personally identifiable information may be used for
essential NHS purposes. This will only be done with your consent unless the law requires information to be
passed on.
How we keep your records confidential
Everyone in the NHS has a legal duty to keep information about you confidential.

You may be receiving care from other organisations we may need to share information about you if
others have a genuine need for it. We will not disclose your information to third parties without your
permission unless there are exceptional circumstances such as the health and safety of others or the
law requires information to be passed on.

To ensure privacy we will not disclose information over the telephone or fax unless we are sure that
we are talking to you. Information will not be disclosed to friends or family without you prior written
consent.
Anyone who receives information from us is also under a legal duty to keep it confidential.
We are required by law to report certain information to the relevant authorities. Occasions may include:

Notification of new births

Infectious diseases which may endanger others

Where a formal court order has been issued
7
Patient Participation Group
The practice has a Patient Participation Group who work with the practice to provide practical support and help
patients to take more responsibility for their own health and provide strategic input and advice. The activities of
the Patient Participation Group include:

improving communication with patients through newsletters

organising health promotion events in partnership with the practice

carrying out patient surveys
The Patient Participation Group is a route for patients to advise the practice on what matters most to patients
and to identify solutions to the problems. If you feel you would like to be involved in this group please contact
the Practice Manager Nicky Evans Telephone 01752 363 111 or Email: [email protected] or in person
Monday–Friday 8:00am-6:00pm.
____________________________________________________________________________________________
Chard Road Surgery is contracted to provide Personal Medical Services for our registered patients under contract
to the Commissioning Board, NHS England, the local Area Team for Devon, Cornwall and Isles of Scilly.
New Devon CCG is the new local commissioning group, and Chard Road Surgery is part of the Western
Locality of the New Devon CCG, responsible for commissioning of the health care of patients in Plymouth.
They may be contacted for details of primary medical services in the area. The address is as follows:NHS New Devon Clinical Commissioning Group (Western Locality)
Windsor House
Tavistock Road
Plymouth
Devon
PL5 5UF
Telephone: 0845 115 8000
Email: [email protected]
Website: www.newdevonccg.nhs.net
NHS England is the Commissioning Board, and the local Area Team for Devon, Cornwall and Isles of Scilly are
based at:
Sedgemoor Centre
St Austell
Cornwall
PL25 5AS
8
FEES March 2014
PRIVATE SICK NOTES
PRIVATE PRESCRIPTIONS
FREEDOM FROM INFECTION CERTIFICATE
VACCINATION CERTIFICATE
HOLIDAY CANCELLATION INSURANCE CLAIM
FIT TO TRAVEL CERTIFICATE
LETTER FOR PATIENT (TWIMC)
PRIVATE MEDICAL INSURANCE CLAIM FORM
SICKNESS / ACCIDENT INSURANCE CLAIM FORM
SICKNESS REPORTS EXTRACT FROM RECORDS
SOLICITORS REPORTS (up to 2 hours)
£15.00
£15.00
£15.00
£15.00
£25.00 - £40.00
£25.00
£25.00 - £40.00
£25.00
£25.00 - £40.00
£58.50
£70.00
MEDICAL EXAMINATIONS & REPORTS
Fee for medical consultation—per hour
£175.50
PRE-EMPLOYMENT MEDICALS •LGV •PCV •TAXI DRIVER •ELDERLY DRIVER FITNESS CERTIFICATE •RACING DRIVER
•FITNESS CERTIFICATE •SEAT BELT EXEMPTION; as follows:
Extract from records (15mins) no exam
£58.50
Proforma report, no exam (20mins)
£78.25
Detailed written report, no exam (30mins)
£98.50
ACCESS TO RECORDS UNDER Data Protection Act
Computerised records
£10.00
Manual records or combination of manual / computer up to
£50.00
CHARGES FOR TRAVEL OR OCCUPATIONAL VACCINATION
The following are private services to a patient for which the following charges will be made:
Hepatitis B
for TRAVEL to be paid by the patient
Vaccine cost (3 doses)
£54.00
plus administration cost & consultation
£36.00
Blood test to check immunity
£60.00
Total cost per course to patient therefore
£150.00
FEE PAYABLE AT FIRST APPOINTMENT BEFORE TREATMENT COMMENCES
In the event that the result of the blood test, carried out after the course has been completed, shows that not
enough antibodies have developed and a further booster injection is recommended there will be a further charge
of £20.50
Hepatitis B
For OCCUPATIONAL reason to be paid by employer in advance = £150.00
In the event that the result of the blood test, carried out after the course has been completed, shows that not
enough antibodies have developed and a further booster injection is recommended there will be a further charge
of £20.50
Malaria
Chloroquine and Paludrine can be purchased by patients over the counter.
Doxycycline or Mefloquine require a private prescription for which the doctor will charge £15.00. The patient
will also have to pay the pharmacist for the medication.
9
SELF HELP FOR COMMON AILMETS AND MINOR ACCIDENTS
Lots of common ailments and minor accidents can be dealt with safely at home. This section will help you decide
when you need to seek medical help or what you can safely treat yourself. Be sensible, ask for advice and if in
doubt consult your doctor.
Burns and Scalds
Any burn or scald needs immediate action. For minor burns or scalds, remove any jewellery or clothing that may
become a problem if swelling occurs. Cool the affected area with cold water for at least 10 minutes then cover
with a light non-fluffy dressing. Do not burst blisters and do not put on cream or ointments. If the burn is larger
than the size of your hand, or the burn is on the face or the skin is broken, cool the area and seek urgent medical
attention.
Insect bites and stings
First, remove the bee sting with tweezers by gripping the base of the sting nearest the skin to avoid squeezing
the poison sac and apply a cold compress. If stung in the mouth, suck on an ice cube or sip cold water and seek
immediate medical attention. Always seek medical attention if someone has an allergy to bites and stings, the
sting cannot be removed, the area around the sting becomes inflamed or someone experiences shortness of
breath or fever.
Minor cuts and grazes
Press the wound with a clean fabric pad for a few minutes to stop the bleeding and elevate the limb for a cut on
the arm or leg. Clean the wound thoroughly with soap and a little water and cover with a clean dry dressing or
plaster.
Colds
Unfortunately there is still no cure for the common cold. The cold will run its course but the symptoms can be
alleviated by drinking more fluids, resting and taking paracetamol or aspirin for a headache or fever. There are
lots of cold treatments available from your pharmacist and some are suitable for children.
Diarrhoea
In adults diarrhoea is usually caused by a virus infection and is therefore unable to be treated directly. Holiday
diarrhoea is often due to a bacterium. In both of the above cases, consult a doctor if the symptoms persist for
more than 48 hours. Babies and young children need careful attention. Sudden bouts of unusually watery
diarrhoea should be treated by taking the baby off solids and feeding only a solution of boiled water with a
teaspoon of sugar and half a teaspoon of salt to the pint. If the symptoms persist for more than 24 hours or are
accompanied by vomiting or weakness, consult a doctor.
Head lice
These creatures, contrary to popular belief, prefer clean hair and are, therefore, not a sign of poor hygiene. They
do not survive once removed from the root of the hair. Medicated head lotion can be obtained from your
pharmacist without prescription. First line treatment is always to ‘condition and comb’ as many head lice are
resistant to the lotions available. Leaflets and advice can be obtained from Health Visitors or at reception.
Nose Bleeds
Sit in a chair (leaning forward with your mouth open) and pinch your nose just below the bone for approximately
10 minutes when the bleeding should have stopped. Avoid hot drinks for 24 hours. If symptoms persist consult
your doctor.
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CHARD ROAD SURGERY
11