Newport Pagnell Medical Centre

Transcription

Newport Pagnell Medical Centre
Patient Handbook
Doctors
Dr Caroline Hickson (f)
MB ChB (Leeds) 1977, DRCOG 1979, MRCGP 1981
Dr Ian Carter (m)
MA (Oxon) 1975, MB ChB (Cantab) 1981, DCH 1984, MRCGP 1986
Dr Karen Holowka (f)
BA (Oxon) 1976, MB ChB (Sheffield) 1979, DRCOG 1982, MRCGP 1984
Dr Luke James (m)
MBBS (Lon) 1998, BSc. Psych, Dip.FMS, MRCGP 2003, Postgraduate Certificate in Medical Education
Dr Asha Chandola (f)
MBBS, DCH, DRCOG, MRCGP
Dr Tayo Kufeji (m)
MBBS, MPH, DRCOG, MRCGP
Dr Fatima Mohri (f)
MBBS (London) 2002, MRCS, MRCGP, B.Sc Human Genetics
Dr Sharon Rocque (f)
BSc Biology MBBS, MRCGP
Dr Emma Thorncroft (f)
MBBS 2004 University of London; MRCP 2007; DRCOG 2009; MRCGP 2011
Dr Sharon-Rose Mukanganwa (f)
MBChB (Hons) (Birmingham), DRCOG, MRCPCH Part 1a, DFSRH, LOC-SDI, LOC-IUT, MRCGP
Dr Shalin Parikh (m)
B.Sc (2003) University of London; MB BS (2006) University of London; MRCGP (2011)
Managing Partner: Caroline Rollings (f)
NEWPORT PAGNELL MEDICAL CENTRE
Queens Avenue, Newport Pagnell, MK16 8QT
Tel: 01908 611767 Fax: 01908 615099
Email: [email protected]
Website: www.npmc.nhs.uk
Patient handbook.doc
January 2013
Author: A Faulkes
Review date January 2014
Practice Values
We are a successful and innovative practice with traditional values where all staff strive to
provide excellent patient care now and in the ever changing future.
We strive to provide and deliver excellence and innovation in healthcare whilst maintaining
the health of the community and safeguarding our NHS resources.
Registration Process
To register with us please come in and speak to one of our receptionists.
We can only register patients who live in the MK16 or Red House Park area. You will be
required to complete a Department of Health registration form. In additional we will require
each registering member of your family to complete a new patient questionnaire.
All members of the household aged 18 or over will be required to provide proof of ID, such
as current valid signed passport or current photo card driving licence AND proof of address
such as mortgage statement or recent utility bill (not mobile phone bill).
Please note, unfortunately we will not be able to process your registration without the above.
Registration Doctor
We believe in providing continuity of care and therefore each patient has a registered doctor
who will provide the majority of your non emergency care.
We will always try and accommodate a request for a change of doctor (list size permitting).
If you wish to change your registered doctor please make your request in writing to the
Operational Manager.
Making an Appointment
Opening Hours:
The Medical Centre is open:
Monday – Friday
08:00 – 18:30
Saturday:
08:00 – 12:30: Pre-bookable appointments only
Appointment times Monday – Friday are between:
08:05 – 11:00
14:55 – 17:45
Booking an appointment: You can arrange an appointment with your doctor or the practice
nurse by phoning 01908 617111.
Alternatively, you can register for our online appointment booking service. Visit out website
and click on the box “access to the appointment system” to log on. You can register for the
online services at this point or log in if you have already registered. Once logged on you will
be taken to your "home page" on SystmOnline which gives you the opportunity to book
appointments, cancel appointments, view past appointments and view future appointments.
January 2013
Author: A Faulkes
Urgent Appointments: If you have an urgent problem, we are happy for you to see any of
the doctors or specialist nurse practitioners. We offer telephone consultations for all patients
who have a problem that needs urgent attention. About 2/3 of consultations are dealt with on
the phone by a clinician, the other 1/3 being asked to come into the surgery for face to face
appointments.
Pre-bookable Consultations: If a problem is not urgent, you may pre-book a GP
appointment up to 4 weeks in advance. You may choose to see your usual GP if they are
available, or any of the practice GPs. Text reminders are sent to patients where a mobile
telephone number is held.
Saturday Consultations: These are available for pre-bookable appointments only. This
will allow for those who find it difficult to visit their doctor during the week to access a GP at
the weekend.
Home Visits: These are available to the housebound or those too unwell to be brought in.
If you cannot keep your appointment please let us know in good time so it may be
given to someone else.
We have a high number of people not turning up for booked appointments which means fewer
appointments for others.
Out of Hours
Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the
surgery re-opens.
If you have a serious medical problem when we are closed please call:
MK Urgent Care Services
Tel: 01908 201022
Or alternatively go to:
Broughton Gate “Walk-In Centre”
Glyn Valley Place
Broughton
Tel: 01908 874444
Open 08.00 – 20.00 seven days a week.
NHS Direct
In the case of urgent need when the practice is closed you can call NHS Direct on 0845
4647 to speak to a triage nurse. Your needs will be assessed and advice offered or
arrangements made for you to see a doctor. Visit their website www.nhsdirect.nhs.uk
Call 999 in an emergency.
Chest pains and / or shortness of breath constitute an emergency.
January 2013
Author: A Faulkes
Repeat Prescriptions
We offer the following options:
Book in person at reception: Tell the receptionist your needs or put a tick against the
medication you need on the tear off slip from your previous prescription and place it in the
box in reception.
Via our website: To do this you will need to contact reception at the Medical Centre and
they will grant you access to "SystmOnline" and print you a username and password. Visit
out website and click on the box “access to the appointment system” to log on. Once logged
on you will be taken to your "home page" on SystmOnline which gives you the opportunity to
order repeat medication.
Written request: Just send a note explaining your requirements.
Fax: Simply fax a list of your medication requirements.
Chemist: Ask your local chemist for details of their reordering service.
Prescriptions are available 48 hours after ordering if collected from reception and 72 hours
after ordering if collected from you preferred pharmacist.
Housebound & infirm patients are still able to request repeat prescriptions by telephone –
please contact us for details.
How We Can Help
Receptionists
Our reception team will be pleased to help you with questions you may have about the surgery.
Practice Nurses
The practice nurse team works in the surgery to provide monitoring of health, care of
wounds and help with acute health problems.
Health Care Assistants
Health care assistants work alongside the practice nurses and offer vital health monitoring.
Nurse Lead for Long Term Conditions
Diabetes: our aim is to provide a service that encourages partnership in decision making, supports
you in managing your diabetes and helps you to adopt and maintain a healthy lifestyle.
Respiratory (COPD or Asthma): you will be offered an annual review to ensure you are
receiving the best care.
Cardiac & Stroke: we offer an annual appointment to patients with established heart disease.
At the clinic we will review risk factors, discuss lifestyle changes, review medications and arm
you with the knowledge you need to manage your condition.
For all long term conditions you will receive an invitation around your birthday, firstly for a
health care check and blood tests, then a follow up appointment to discuss your results and
change your care if necessary.
January 2013
Author: A Faulkes
Community Matron
An experienced senior nurse works with those who have serious long term conditions who
may also be isolated and vulnerable.
Health Visitors
The Health Visiting Team aims to promote the health and well being of families with children
under 5 years of age. They see families both at home and in the surgery and offer support
and advice on children’s health and development, breast feeding, weaning postnatal
support, parenting and behaviour management.
Health Visitors can be contacted on 01908 619909 Mon – Fri between 09.00 and 17.00.
Physiotherapy
We have a team of 5 physiotherapists who provide an in house service at the Medical
Centre 5 days a week between the hours of 8.00am and 5.40pm.
Additionally we provide a domiciliary service where the therapist will make a home visit to a
patient who is physically unable to visit the Medical Centre. If you wish to see a
physiotherapist you will first need a referral from your GP.
Phlebotomy (Blood testing)
We have a blood clinic every day, Monday to Friday.
District Nurses
The District Nurses provide nursing care to those unable to leave their homes. Please make
every effort to attend the surgery if possible.
They can be contacted on 01908 619913 between 8.30 and 17.00.
Dietitian
Appointments can be arranged by your doctor or other health care practitioners.
Midwifery
All antenatal care is offered at the surgery with the midwife who will monitor you during
pregnancy and advise you on the best health options for you and
your baby.
Child Health Clinics
These are held on Thursdays between 09:30 – 11:30. Weaning clinics are the first Friday of
the month 09:45 – 11:15 at Tickford Meadow Children’s Centre.
Leg Club
This is held in the surgery for care of leg ulcers and leg problems. No appointment
necessary. Open from 8.30 to 11.00 on Tuesday mornings.
Carers Clinic
Our carers are offered the minimum of an annual appointment to discuss their caring role
and complete a health check. Some carers receive more frequent support. To access this
please ensure your medical records state that you are a carer.
Podiatry
We have a team of state registered Podiatrists and foot care assistants who treat and advise
eligible patients. Telephone: 01908 650450/6504511 for an application form.
January 2013
Author: A Faulkes
Urology
Community urology service sees both male and female patients with urinary symptoms,
bladder problems and men seeking prostate assessment.
Travel – Immunisations and Advice
Please plan ahead: check out the website where you can download and complete the travel
questionnaire. An assessment will be made and you will then be contacted and offered an
appointment if you need any vaccinations or malaria tablets. For short notice travellers,
please telephone 01908 619901 and book an appointment in the travel clinic. There is a
charge for some vaccinations; the price list and further information is available on the
website.
Three Year Health Check
Any registered patient over the age of 16 who has not been seen by a GP or nurse at the
practice in the previous 3 years may ask for a health check. During this check all
appropriate examinations and investigations will be undertaken by a health care
professional.
Patients 75 years and over
Any registered patient 75 years of age or over who has not been seen by a GP or nurse at
the practice in the previous 12 months may ask for a health check. During this check all
appropriate examinations and investigations will be undertaken by a Health Care
Professional.
Teaching Practice
Our practice participates in the advanced training of well qualified Doctors who may
specialise in General Practice. The additional Doctor works with us for up to one year and
shares in all aspects of general medical care in liaison with the partners.
The Building
The Medical Centre has been specially designed to make it easier for disabled patients to
visit.
There is private car parking to the rear of the Medical Centre, including spaces reserved for
the disabled.
There are no steps at the entrance and automatic doors give patients easy access. A toilet
on the ground floor is designed for use by the disabled.
Discrimination and/or Abusive Behaviour
Discrimination: Anybody found to be discriminating against any of our staff because or
race, gender, sexuality or disability will be treated severely and this may result in the patient
being asked to register elsewhere. Similarly anybody found to be discriminating against a
fellow patient will be dealt with equally severely.
Abusive behaviour: In line with NHS policy we do not tolerate any sort of abuse against
our staff or other users of this building. Abuse, whether it is violent, threatening or verbal,
will be dealt with most severely and as such may result in the police being called and the
abusive patient being removed from our practice list.
January 2013
Author: A Faulkes
Complaints & Comments
We operate a practice complaints procedure as part of an NHS complaints system, which
meets national criteria. A copy of our complaints leaflet is available from reception.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they
arise and with the person concerned. If your problem cannot be sorted out in this way and
you wish to make a complaint, we would like you to let us know as soon as possible - ideally,
within a matter of days or at most a few weeks.
You should address your complaint to the Complaints manager who will ensure the most
appropriate person deals with your concerns promptly and in the correct way. You can
complain in writing, download a complaint form from our website and email it to
[email protected], or complain verbally. We will endeavour to acknowledge your
complaint within 3 working days and within that acknowledgement outline a timeframe for
our formal response.
If you remain dissatisfied with the outcome you may refer the matter to:
Parliamentary and Health Service
Ombudsman
Millbank Tower
Millbank, London
SW1P 4QP
NHS MK & Northants Advice
and Information Service
Francis Crick House
Summerhouse Road
Moulton Park
Northampton
NN3 6BF
 0345 0154033
 0800 5870 879
 [email protected]

The Independent Complaint
Advocacy Service (ICAS), SEAP
ICAS, 1st Floor rear
Clarendon House
9-11 Church Street
Basingstoke
Hampshire
RG21 7QG
Aylesbury local office
 0845 6008616 or
01256 463758:
[email protected]
 [email protected]
Keeping your data safe
All staff and visitors to the practice are governed by the practice’s security in practice – data
management policy and must adhere to the Data Protection Act of 1998.
Its principles are as follows:
 Personal data shall be processed fairly and lawfully and subject to conditions.
 Personal data shall be obtained for specified and lawful purposes and not further
processed in any manner incompatible with that purpose.
 Personal data shall be adequate and relevant and not excessive for the purpose.
 Personal data shall be accurate and where necessary, kept up to date.
 Personal data shall not be kept for long than necessary for the purpose.
 Personal data shall be processed in accordance with the rights of the data subjects.
 Appropriate security to prevent unauthorised or unlawful processing or accidental loss or
destruction of, or damage to the data.
 Personal data shall not be transferred outside of European Economic Area unless
similarly protected.
January 2013
Author: A Faulkes
Self Help
You can treat many minor ailments such as colds, coughs and indigestion by keeping a wellstocked medicine cabinet at home. Guidance on self help can be found on the Choose Well
website - http://www.miltonkeynes-northamptonshire.nhs.uk/choose-well/
NHS Milton Keynes and Northamptonshire
NHS Milton Keynes and Northamptonshire is your local leader of the NHS.
As a Primary Care Trust (PCT) cluster, we work with our local Clinical Commissioning
Groups to commission (or buy) a range of services on your behalf such as hospital and
dental services, optometry, pharmacy, mention health services and the Ambulance Service.
We work closely with local partners, patients and the public to improve health, reduce
inequalities and integrate health and social care services.
Contact details:
Francis Crick House, Summerhouse Road, Moulton Park Industrial Estate, Northampton,
NN3 6BF
Tel: 01604 651100
Email: [email protected]
Patient Rights and Responsibilities
Patients’ have the right to:
 Be registered with a General Practitioner
 Change doctor if desired
 Be offered a health check on joining the practice
 Receive urgent care at any time from the practice
 Receive appropriate drugs and medicines
 Be referred for specialist or second opinion if they and the GP agree
 Have the right to view their medical records, subject to the Acts and associated
procedure, and to know that those working for the NHS are under legal obligation to
keep the contents confidential.
Patient responsibilities:
 Courtesy to the staff at all times – remember they are working under doctors’ orders.
 Responding in a positive way to questions asked by the reception staff.
 To attend appointments on time or give the practice adequate notice that they wish to
cancel. Someone else could use your appointment.
 An appoint is for one person only – where another member of the family needs to be
seen or discussed, another appointment should be made and the Medical Records be
made available.
 Patient should make every effort when consulting the surgery to make best use of
nursing and medical time – home visits should be medically justifiable and not requested
for social convenience.
 When patients are asked to give 48 hours notice for repeat prescriptions, please give us
the time as it is to allow for accurate prescribing.
 Out of hours calls (eg evenings, nights and weekends) should only be requested if they
are felt to be truly necessary.
January 2013
Author: A Faulkes
Specialist Visiting Consultants
Clinics are held at the Medical Centre by visiting consultants and cover the following
conditions:
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Colorectal
Orthopaedics
Gynaecology
General Surgery
Rheumatology
Plastic Surgery
Urology
Patient Participation Group (PPG)
Our PPG is made up of a diverse group of patients ranging in age from sixth form students,
parents with young children through to retired people with a lifetime of experience.
The group works with the practice to explore the changing needs of patients and provide
feedback to the practice of any change you would like to see.
Contact Address:
The PPG, Newport Pagnell Medical Centre,
Queens Avenue, Newport Pagnell, MK16 8QT
Email:
[email protected]
January 2013
Author: A Faulkes
USEFUL NUMBERS
NPMC Surgery
01908 611767
NPMC Appointments
01908 617111
NHS Direct
0845 4647
Milton Keynes Hospital
01908 660033
Northampton Hospital
01604 634700
Bedford Hospital
01234 355122
Boots the Chemist
01908 611161
Jardines Pharmacy
01908 610583
Astons Chemists
01908 618017
Samaritans
01908 667777
Smoking Cessation
0800 1690169
_______
This space below is for you to add other useful numbers of your choice
NEWPORT PAGNELL MEDICAL CENTRE, Queens Avenue, Newport Pagnell, MK16 8QT, Tel: 01908 611767,
Fax: 01908 615099
Email: [email protected] Website: www.npmc.nhs.uk
January 2013
Author: A Faulkes

Newport Pagnell Medical Centre

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