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You can find information on this page
for:
If you have any suggestions you wish to make, or are
unsure about any non- medical aspects of your health
treatment, the practice manager may be able to help you.
If you have any complaints regarding the medical aspects
of your health, please make an appointment to see the
doctor concerned, or the practice manager in order that
you can discuss this.
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We always try to provide the best
services possible, but there may be times when you feel
this has not happened. The following information
explains our in-house complaints procedure, drawn up to
respond to patient grievances. Our practice procedure is
not able to deal with questions of legal liability or
compensation.
We hope you will use it to allow us to
look into and, if necessary, correct any problems that
you have identified, or mistakes that have been made. If
you use this procedure it will not affect your right to
complain to the Family Health Services Authority. Please
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 the patient in person.
If you wish to make a complaint, please
telephone or write to our practice manager. Full details
will be taken and a decision made on how best to
undertake the investigation. We believe it is important
to deal with complaints swiftly, so you will be offered
an appointment for a meeting to discuss the details
within seven days.
Occasionally it may take longer, but we
will keep you informed throughout. You may bring a
friend or relative with you to the meeting. We will try
to address your concerns, provide you with an
explanation and discuss any action that may be needed.
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If you change your name, address, or
telephone number please give all relevant details to the
receptionist, including your post code.
If you move out of the practice area, please do not
assume that we can continue to care for you.
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The surgery team aim to provide the best possible care
for all our patients.
We will utilise the resources available to provide
benefit to the greatest number of patients possible.
About Your Rights
As an NHS patient you are entitled:
To receive general medical care from a GP on the basis
of a clinical need and regardless of ability to pay.
To change your doctor if you want, quickly and easily.
To receive emergency medical care.
To be treated under the NHS by a GP if you are away from
home.
To be treated by another GP in the practice if your own
is not available.
To be offered a health check when first registering with
a GP.
To have appropriate medicines and appliances prescribed
when necessary.
To be referred to a consultant or specialist when your
GP thinks necessary and be referred for a second
specialist opinion if you and your doctor agree it is
desirable.
To be assured of confidentiality in all contacts with
your GP and practice staff.
To receive, free of charge, certificates for statutory
sick pay for illness lasting more than six days and
other statutory certificates where appropriate.
To have clearly explained the diagnosis, proposed
treatment, major risks and any alternatives.
To have access to your health records held on computer
or hand written,
subject to any limitations in the law.
To receive an up-to-date information booklet.
To choose whether or not to take part in medical
research and medical student training.
To choose to be registered with a doctor who provides
contraceptive and
maternity services. A patient may choose her own or any
doctor that provides these services.
Where appropriate, to receive invitations for cervical
screening.
To receive appropriate childhood vaccinations and
immunisations.
To receive an invitation for free breast screening if
you are a woman aged between 50 and 64 years old.
To receive advice about health, diet, exercise, smoking,
alcohol, drugs and solvent abuse.
To have a complaint about any NHS service investigated
and to receive a full and prompt written reply from the
Chief Executive of the relevant health
authority.
To see any medical report written about you for the
purposes of insurance or employment.
What You Can Expect From Us
You have a right to be treated with courtesy. We will
respect your cultural, religious and moral beliefs.
We will aim to see you within 20 minutes of your
appointment time. When we are running late, there is
usually a good explanation.
We will aim to offer an appointment with a doctor within
four working days.
A doctor will always be available to assess urgent
problems by telephone. They will decide to give advice,
suggest a surgery or hospital attendance or arrange a
home visit.
You have a right to information about your health. You
can bring a friend or relative to the consultation if
you wish.
You have a right to be referred to a consultant
acceptable to you when your GP thinks it necessary.
You have a right to complete confidentiality in matters
relating to your health.
You have a right to see your medical records written
after November 1st 1991. This is at the discretion of
the GP. It may be necessary to withhold certain
information as it might be harmful to the patient. Under
the items of the Data Protection Act, the practice is at
liberty to charge a reasonable fee.
We will deal with complaints promptly and objectively.
Our aim would be to produce a positive outcome for all
concerned.
What We Expect From You
Please be courteous and polite when dealing with members
of the practice team.
Please inform us if you cannot attend an appointment and
please remember that an appointment should be for one
person only.
Do not assume that a consultation will result in a
prescription or referral unless the doctor considers it
clinically necessary.
Home visits are for patients too ill to attend the
surgery. Requests for home visits should be made by
10.00am where possible.
At nights and weekends GPs are on call for emergencies
only. Please do not ring about something that could wait
until the next surgery. If you do ring out of hours, the
doctor may give telephone advice or offer a consultation
where considered appropriate.
Be prepared to wait 48 hours after requesting a repeat
prescription. Do not ask the doctor to write out
prescriptions that are obtainable via the computer. You
should have a repeat prescription computer slip with
your own personal number.
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We are an accredited associate training
practice and firmly believe that having medical students
and/or FY2 Doctors, be it for one day or for four
months, is proving to be a great success.
They bring a fresh vibe to the Practice
and help us keep up-to-date with new developments and
innovations within hospital medicine. It is a very
rewarding experience to have them with us, especially
knowing that some of these trainees may very well go on
to specialise in General Practice.
The Foundation Programme
This is a two-year training programme for doctors after
leaving medical school. It is designed to provide the
trainees with a range of experience prior to choosing
their area of speciality.
The FY2 (Foundation Year 2) doctors spend
a 4 month period with us where they will see patients by
themselves, although our fully qualified GP’s will
always be available for them to ask any questions that
may arise.
Medical Students
Medical students who spend time at our Practice are in
their final year of study. If you are seen by a medical
student there will ALWAYS be one of our fully qualified
GPs or nurse’s with them.
You may have had a consultation with
either a student (accompanied by a fully qualified
GP/nurse) or an FY2 doctor in the past and we welcome
your feedback on your experience. If you would prefer
not to be seen by a medical student or FY2 doctor,
please feel free to decline. This will not affect the
treatment you receive at the surgery.
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If you cannot keep your appointment, please let
us know as soon as possible, either by using our 24hr automated
telephone system or by telephoning the practice so that we can
make the appointment available to another patient.
Non attendance for appointments (DNAs) is a
persistent problem and can severely affect the quality of care
and speed of access and choice for our patients. Missed
appointments will be regularly monitored by the Practice
Manager.
Please note that to cancel a routine GP
appointment a minimum of 4 hours is required. To cancel a
Nurse or Healthcare Assistant appointment including dressing
changes, coil fitting, contraceptive services, health checks,
new patient checks, travel vaccinations and chronic disease
reviews we require a minimum of 48 hours notice.
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Influenza, or 'flu', is a highly contagious acute viral
infection that affects people of all ages. It typically
starts suddenly with fever, chills, headache, aching
muscles, extreme fatigue and a cough or other breathing
difficulties.
While most people recover without complications in 1-2
weeks, flu can cause serious illness and death,
especially in the very young and the elderly.
Flu epidemics occur mainly in the winter months and can
result in widespread disruption to healthcare and other
services. A vaccine is produced every year based on the
strains of virus expected to be circulating.
If you’re at
risk of serious illness or complications from flu, you should
have the seasonal flu vaccination each year. You
will receive a letter each year, usually in September, inviting
you to make an appointment at your usual surgery.
The seasonal flu vaccination is offered free of
charge to people in at-risk groups. If you’re not in one of the
groups below, you do not need the seasonal flu vaccination.
At-risk groups
You should have the seasonal flu vaccination if
you:
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are 65 or over
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have a serious medical condition (see below)
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live in a residential or nursing home
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are the main carer for an elderly or
disabled person whose welfare may be at risk if you fall ill
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are a healthcare or social care professional
directly involved in patient care
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work with poultry, such as chickens
Medical conditions that put you at higher risk of complications
from flu include:
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chronic (long-term) respiratory conditions,
such as severe asthma, chronic obstructive pulmonary disease
(COPD) or bronchitis
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chronic heart disease, such as heart failure
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chronic kidney disease
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chronic liver disease
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chronic neurological disease, such as
Parkinson's disease or motor neurone disease
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diabetes
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a weakened immune system, due to a condition
such as HIV or AIDS or treatment such as cancer treatment
If you have a child over six months old with a long-term
condition, speak to your GP about the flu vaccination. Your
child's condition may get worse if they catch flu.
If you're the carer of an elderly or disabled
person, make sure they have had their flu vaccination.
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Pneumococcal vaccine
protects against infections caused by bacteria called
pneumococcus. Examples of these infections include
pneumonia, septicaemia and meningitis.
Who is at risk of pneumococcal infection?
Vaccination
is recommended for groups of people who have a higher risk of
pneumococcal infection, such as young children and older people.
Vaccination is also
recommended for people at high risk of pneumococcal infection
because they have a serious or long-term medical condition. For
example, if you have:
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had your spleen removed, or your spleen
doesn't work properly,
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a serious breathing problem, such as severe
asthma,
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a serious heart condition, such as
congenital heart disease,
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a chronic lung condition,
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severe kidney disease,
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long-term liver disease,
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diabetes that needs medication, or
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a lowered immune system, for example due to
cancer treatment or HIV.
PPV
All adults aged 65 and over are offered PPV. It’s also
recommended for people at high risk of a pneumococcal infection
(see above).
Although PPV
can be given at any time of the year, many people find it
convenient to have PPV at the same time as their seasonal flu
jab. Studies have shown that it’s safe to give both vaccines at
the same time.
Most adults
need only one dose of PPV. However, some people may need booster
doses, for example if their spleen doesn’t work properly or they
have a chronic kidney condition. Booster doses are usually
required every five years.
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We are part of the Primary Care
Research Network through the PCT. From time to time we
will ask patients if they wish to participate in
research activity. Participation is voluntary, and
refusal will not affect the level of care you receive in
any way.
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