Document 6556787

LADIES WALK PRACTICE
Dr MN Lewis Dr SC Smart Dr SDT Davies
Dr JJ Gnana Pragasam Dr CL Thompson
Practice Manager: Mrs Janet Fry
Thornhill Park
Ladies Walk House 90 Thornhill Park Road Southampton SO18 5TS
Midanbury
1 Woodmill Lane Midanbury Southampton SO18 2PA
Tel: 02380 462492
Fax: 02380 470004
www.ladieswalkpractice.nhs.uk
Surgery Opening Times
Thornhill Park
Monday to Friday
8.00 to 18.30
Extended Hours
Monday
6.30 to 20.00
Saturday
7.30 to 8.30—pre-booked appointments only
Midanbury
Monday and Tuesday
8am – 1pm and 2.30pm – 5.30pm
Wednesday, Thursday and Friday
8am – 1pm
Phone Lines Open
8.00 to 12.00 and 2.00 to 18.00
Out of Hours
Outside of normal surgery hours, an emergency service can be
accessed by phoning
111
Please note this is for medical emergencies only
For life-threatening medical emergencies call 999
Alternatively, you may contact NHS Direct on 0845 4647
You can also attend Royal South Hants Walk-In Centre for minor injuries
between 8.30am and 9.30pm. Bitterne Walk-In Centre is open between
6.30pm and 10.00pm Monday to Friday and 8.30am and 10.00pm on
Saturdays, Sundays and Banks Holidays
Doctors
Dr MN Lewis BM, DFFP, GP Dip ENT
Dr SC Smart MB, ChB, DRCOG, DFFP
Dr SDT Davies BSC (Hons) BM (Hons) MRCGP, DRCOG, DFFP, LolUT, DipPCR
Dr JJ Gnana Pragasam MBBS, MRCGP, DFFP, LMSSA, LoC SDI, LoCIUT
Dr CL Thompson MBchB, MRCP, DRCOG, MRCGP
Triage Nurse
Lynne Rowlands
Practice Nurses
Sue Callinan
Janet Joyce
Health Care Assistants
Jenny Terrell
Sue Esfandiari
Practice Manager
Reception Manager
Janet Fry
Ange Hall
Medicines Manager
Secretary
Sharon Maddock
Laura Fry
Administration
Debbie Flynn
Receptionists
Jennifer Campbell Christine Bond Lisa Hillman
Jackie Spencer Nichola Croxson Teresa Smith
Gemma Neile Trudy Cooper Sandy Edmonds Glenn Davies
Associated Staff
Community Nurses, Midwife, Counsellor and Health Visitor
Welcome to Ladies Walk Practice
Ladies Walk Practice delivers a health service to a large area of
Southampton. We cover Bitterne Park, Midanbury, Sholing, Woolston,
Thornhill and Hedge End. Our main site is at Thornhill Park although we do
offer a small amount of appointments at our branch surgery at Midanbury.
If you are unable to get to Thornhill Park Surgery, your needs will be best
suited by a practice within the Midanbury area.
Our clinical team comprises of five GPs, one Triage Nurse, three Practice
Nurses and two Health Care Assistants.
We offer a full range of general practice services and offer specialist
appointments for diabetes, asthma, sexual health, ENT, minor surgery and
children's immunisations.
For the latest news about Ladies Walk Practice, visit our website
www.ladieswalkpractice.nhs.uk
Inclusion in List of Patients
When you are accepted onto our list you become registered with the
practice and not with an individual GP. However you may still ask to be
seen or treated by a particular practitioner.
Please remember choice of practitioner cannot be absolute as it also
depends on availability, most appropriateness and reasonableness.
How to see the Doctor
If you need to see a doctor, we offer routine pre-bookable
appointments which can be booked at reception, by phone or on
our automated system. If your problem is urgent for the day, we
offer a duty team triage system. We will take your details and the
duty team will call you back with an appropriate appointment if
clinically necessary.
We offer late evening appointments with the doctor (Monday 18.30-20.00)
and Saturday mornings (7.30-8.30). These are for people who work and find
it difficult to get to the surgery during normal hours.
How to see the Practice Nurse
All appointments with the Practice Nurses are by booked appointment. The
surgery offers a range of morning and afternoon appointments between
8.30 and 18.00.
Nurses are able to provide dressings, ECGs, management of minor injuries
and ailments, contraception advice, emergency contraception, smears,
childhood immunisations, health advice (diet, weight, smoking, exercise,
stress, alcohol and drugs), advice on chronic disease management including
heart disease, diabetes and asthma as well as advice on travel and
occupational immunisations.
When booking an appointment with the Practice Nurse it would be helpful
if you could indicate to the receptionist what the appointment is for as this
will enable us to book the appropriate length of appointment with the
appropriate member of the nursing team as our nurses specialise in
different areas.
How to see the Health Care Assistant
All appointments with the Health Care Assistant are by booked
appointment. Appointments are available between 8.00 and 18.00.
The Health Care Assistant is available for blood tests, routine monitoring of
blood pressure, weighing & measuring, new patient medicals, ECGs,
lifestyle advice, simple dressings and supporting antenatal clinics.
District Nursing Team
The District Nurse Team provide nursing care to patients in their home and
gives practical advice or assistance to patients, relatives and carers coping
with illness at home. They can be contacted via the surgery.
Health Visitors
The Health Visitor for THORNHILL PARK can be contacted at Bitterne Health
Centre 02380 420420.
The Health Visitor for MIDANBURY can be contacted via Bitterne Park
Medical Centre 02380 294230.
How to Obtain Repeat Prescriptions
If you are a newly registered patient, you will need to see a
doctor before we issue your first prescription. Before
attending for an appointment it would help that you bring
your current medication with you or your repeat
prescription from your previous doctor.
Once this has been done, you may obtain repeat prescriptions. You can do
this in several ways:
• By post – please enclose a stamped address envelope if you wish the
prescription to be returned to you
• Via several pharmacies within our practice area (please ask for details)
• By handing in a written request at the reception desk
• Online at www.ladieswalkpractice.nhs.uk - please note online requests
may take up to 72 hours
PRESCRIPTIONS WILL BE READY TO COLLECT AFTER 4PM, 2 WORKING DAYS
AFTER REQUEST
TO AVOID ERRORS WE DO NOT ACCEPT REQUESTS BY TELEPHONE
Test Results
Ringing for results after 2pm would be greatly appreciated as
our phone lines are always extremely busy during the
mornings.
Due to patient confidentiality, the results of any tests will only
be given to the patient on which they were performed.
Home Visits
If you require a home visit please call before 10.30am. The duty doctor will
assess all requests for visits. Please remember that this facility is strictly for
patients who are seriously ill or housebound due to their medical condition.
Patients should realise that home visits are made at the doctor’s discretion.
We can see patients more promptly at the surgery and in addition, the
facilities for treatment are better. Even if the patient has a temperature,
rash or sore throat, coming to the surgery will do no harm.
Failing to Attend Appointments
If you cannot attend a booked appointment, we require 24 – 48 hours notice
for cancellation. You can cancel your appointment at any time of day without
needing to speak to a receptionist through our automated system.
IT IS SURGERY POLICY THAT IF A PATIENT FAILS TO ATTEND APPOINTMENTS ON
THREE OCCASIONS YOU WILL BE ASKED TO REGISTER WITH ANOTHER
PRACTICE.
Violent or Abusive Behaviour
Ladies Walk Practice is committed to caring for the health and safety of staff.
Violent or abusive behaviour towards staff will not be tolerated and we reserve
the right to request that patients be removed from our list for displaying such
behaviour.
We will warn you orally, or if this is not possible, due to the possibility of
further threatening behaviour, in writing before we take steps to remove you
from the list.
We will ensure that your records are forwarded on to your new Doctor as soon
as possible.
How to Make a Complaint, Suggestion or Comment About the
Service
Ladies Walk Practice aims to offer a professional and friendly service to all out
patients. However, if you have any concerns about surgery, please let us know.
We welcome comments and suggestions about the services we provide.
We have comment forms available at the reception desk, however if you have a
complaint, please bring it to the attention of our Practice Manager Mrs Janet
Fry. She will deal with your concerns through the practice procedure. A
complaints procedure leaflet is available at the reception desk.
Periodically you may be asked to complete a questionnaire about the surgery
services. This is to help streamline the service we provide and we are grateful
for your help in completing these forms.
If you wish to make a complaint outside of the practice, please contact:
Patient Experience & Complaints, SHIP Cluster, Omega House, 112
Southampton Road, Eastleigh, SO50 5PB.
Tel: 02380 627600 e-mail: [email protected]
Disabled Access
Both surgeries are wheelchair accessible. Although patients without full
mobility wishing to see the nurse, may wish to attend Thornhill Park as the
nurse’s room at Midanbury is on the first floor.
How the Practice Uses Personal Health Information
In line with Department of Health Guidelines, the Caldicott Report and the
Data Protection Act we wish to advise you of how we handle information
we hold about our patients.
We ask for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it
may be needed if we see you again. We may use some of this information
for other reasons: for example to help us protect the health of the public
generally and to see that the NHS runs efficiently; to plan for the future; to
train staff, and account for actions taken.
Sometimes the law requires us to pass on information: for example to
notify a birth.
The NHS Central Register for England & Wales contains basic personal
information of all patients who are registered with a General Practitioner.
The Register does not contain clinical information.
You have a right to access your health records.
EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP
INFORMATION ABOUT YOU CONFIDENTIAL
You may be receiving care from other people as well as the NHS. So that we
can all work together for your benefit, we may need to share some
information about you.
We only ever use or pass on information about you if people have a
genuine need for it in your and everyone’s interest. Whenever we can we
shall remove details that identify you. The sharing of some types of very
sensitive personal information is strictly controlled by law.
Anyone who receives information from us is also under a legal duty to keep
it confidential.
If you wish to have access to your medical records please put this in writing
addressed to the Practice Manager stating what information you require.
Please note there are charges for copy of any medical records.
PLEASE ASK FOR A LEAFLET AT RECEPTION
Our Practice Charter
We aim to provide the best possible service to our patients and hope you
will feel that we achieve that aim. The care of your health is a partnership
between yourself and the Primary Health Care Team. The success of that
partnership depends on an understanding of each other’s needs and cooperation between us.
Our responsibility to you:
• You will be greeted courteously
• You have a right to confidentiality
• You have the right to see your medical records subject to the limitations of
the law
• You will be seen the same day if your problem is urgent
• You will be informed if there will be a delay of more than 20 minutes for
your appointment
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation on request
• Your repeat prescription will be ready to collect within 48 hours of request
• Your suggestions and comments about the services offered will be
considered sympathetically and any complaint dealt with quickly
Patient Responsibilities
• Patients should attend their appointments at the arranged time. If this is not
possible they should inform the surgery as soon as possible
• We expect patients to understand that appointments are for one person
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only. Additional appointments should be made for more than one person
Patients are responsible for their own health, and the health of their
children, and should co-operate with the practice in endeavouring to keep
themselves healthy. We give you professional help and advice – please act
on it!
Requests for help and advice for non-urgent matters should be made during
surgery hours only
Many problems can be solved by advice alone, therefore patients should not
always expect a prescription
We ask that patients treat the staff and doctors with courtesy and respect.
Bear in mind that reception staff have a very difficult job to do, juggling
with limited resources and without detailed medical knowledge. They are
trying to do their best for you.
Our Primary Care Trust
Southampton City Primary Care Trust
Trust HQ
Western Community Hospital
William Macleod Way
Southampton
SO16 4XE