HOW TO USE OUR SERVICES Please phone on the day you wish to be seen. Opening Times You may see any doctor of your choice, but when a particular doctor is unavailable, another doctor will see you. Weekdays 8:00am – 6:30pm Surgery Times Morning House visits should be requested before 10:30am. Afternoon Monday 8:00am – 11:30am 2:00pm – 6:00pm Tuesday 8:00am – 11:30am 2:00pm – 6:00pm Wednesday 8:00am – 11:30am 2:00pm – 6:00pm Thursday 8:00am – 11:30am 2:00pm – 6:00pm Friday 8:00am – 11:30am 2:00pm – 6:00pm Baby Clinic (Wednesdays) 10:30am – 12:00 Extended Hours Appointments are offered: Monday 7.30am – 8.00am Tuesday 7.30am – 8.00am Thursday 6.30pm – 7.00pm THREEWAYS SURGERY PENNYLETS GREEN STOKE POGES SL2 4AZ OUT OF HOURS CALLS Out of hours calls are handled by the NHS 111 Service. Calls to this service are free of charge from a landline or mobile. NHS 111 will assess you, provide advice and direct you straight away to the local service that can help you best. NHS 111 is available 24 hours a day, 7 days a week. Consultations All consultations with a doctor will initially be carried out by a doctor over the telephone. If the doctor decides the patient’s problem needs to be dealt with face to face the doctor will book them an appointment. All records, personal details and related matters are treated with complete confidentiality. In this context, confidentiality also extends to children and adolescents aged 12-16 years. Tel: 01753 643445 Fax: 01753 646906 Website: www.threewayssurgery.co.uk Parking (Cars are parked at owners risk) It may not always be possible to park at the surgery. We therefore ask patients to leave plenty of time for their journey and to find parking. Where possible we recommend patients consider walking or cycling. Home Visits Please come to the surgery if possible. If a visit is medically necessary please telephone before 10:30am, in order to give priority to urgent calls. Please be pre-pared to indicate the reason for the visit. Repeat Prescriptions Please write or call at the surgery, or fax your repeat prescription requests to us. We DO NOT accept telephone requests. Please allow 48 hours before collection. We can forward your prescription to you if you supply a stamped addressed envelope, or we can arrange for it to be sent to Hedgegrail Pharmacy. Test Results and Routine Enquiries Although every effort is made to alert you if you have a result requiring urgent action, we remind you it is your responsibility to ensure you receive your test results. For test results please call after 4pm and for other routine enquires phone between 10.30am -12.30. We care for your health PERSONNEL Welcome to Threeways Surgery Dr Stephen Allen Reg London 1979 MA MRCP MRCGP DRCOG GP Trainer Dr Conan Hassim Reg London 1993 MBBS MRCGP DRCOG DCH Dr Rachel Pope Reg London 1988 MBBS DCH DRCOG MRCGP Dr Alexandra Brodie Reg London 1998 MBBS DRCOG MRCGP Dr Daljit Sahota Reg London 2001 MBBS DRCOG DFFP MRCGP Dip Dermatology Dr Elena Hilton MRCP Practice Nurse(s) Under recruitment Health Visiting Team Andrea Doolan RGN RHV Tel 01753 643907 for advice and help with all age groups District Nursing Team The team are located at Chalfont & Gerrards Cross Hospital and can be contacted on 01494 426030. District Midwife The Midwife visits the surgery on a Monday mornings and can be contact at other times on 01753 634563 Practice Manager - Ms Carrol Green Reception, secretarial and administration duties are shared by: Susan Archibald, Rosemary Desborough, Julia Joys, Ian Hook, Lynne Le Marchand, Marie Pike, Isobel Porter, Barbara Stainer, Joy Smith, Barrie Tottman and Pamela Tottman This leaflet is designed to help you get the best from the services we offer. Please keep it for future reference. We are an approved training practice in the Oxford region, providing one year postgraduate experience in general practice for a doctor of Registrar or SHO level. You may be asked to participate in his/her assessment by agreeing to your consultation being taped on video. Undergraduate doctors may be taught in the practise from time to time. Our Services The partners are members of the Royal College of General Practitioners, and within the practice there is a special interest and experience in asthma, child development, general medicine, obstetrics and gynaecology, diabetes, minor surgery and counselling. Therefore by appointment we offer: Maternity Services Contraception Services Minor Surgery Child health clinics Immunisation and travel advice. Diabetic, Asthma and Heart disease prevention clinics Phlebotomy Podiatry Medicals and Reports For insurance reports, driving, fitness to travel etc. Please speak to our reception staff for details and/ or to arrange an appointment. These are not part of General Medical Services and, therefore, incur a private fee. Complaints If you have a concern or complaint about any Aspect of our service, please let us know by contacting the Practice Manager. Full details of our complaints procedure are available in the surgery. Data Protection Under the Data Protection Act we require a patient’s written permission before we can discuss their care or treatment with family members, guardians, carers or friends. Access for the disabled Our practice premises were designed to give easy access and toilet facilities for disabled people. USEFUL TELEPHONE NUMBERS Hospitals Garden Clinic (GenitoUrinary) Heatherwood King Edward VII Upton Wexham Park Wycombe General Chemist Hedgegrail Helplines Citizens Advice Bureau Relate Samaritans Social Services (Amersham) Space (counselling for teenagers) Bucks Carers Cancer information and helpline CASCADE – Alcohol and Drugs helpline 01753 635 302 01344 623 333 01753 860 441 01753 821 411 01753 633 000 01494 526 161 01753 645464 01895 837551 01628 625 320 01753 531 011 01494 729 000 01753 575 432 01494 463 536 0808 800 1234 01753 821 789 Clinical Commissioning Group (CCG) Chiltern Clinical Commissioning Group Ground Floor Chiltern District Council Offices King George V House King George V Road Amersham Bucks HP6 5AW Tel: 01494 586600 (rev9/Jun14) Tests & Results When a test or investigation is undertaken in the surgery we will ensure that you are told approximately how long it will be before the result will be available to you. Most routine test results will be available after 4 or 5 days and cervical smears after about 6 weeks. All incoming results are seen by a doctor. When you have been told the results will be available we would ask you to contact the surgery, after 4pm, We will tell you whether the results are normal or if any further action is required. Medical records include terminology with which you might not be familiar. Please contact the Practice Manager who will be pleased to arrange an appropriate time to view them. We are entitled to charge you an administrative fee when we have to copy information for you. Under the Childrens Act any child who is able to understand their rights has to give permission before a parent or guardian can see their records. Parents or guardians need to understand that they do not have an automatic right to information about their children. THREEWAYS SURGERY Patients’ Charter As patients you have the right to receive a high standard of medical care and to be treated with courtesy and respect. Along with this right you have responsibilities as patients. By working together we can achieve and maintain these standards. Communications We are not able to give the results of tests to anyone other than the patient, except by prior arrangement. RESPONSIBILITIES If a specimen is needed this must be provided in the container we supply and should be brought to the surgery before 12.00 noon on weekdays only. Your name and d.o.b. must be on this bottle. When changes and developments are introduced to our practice procedures we will ensure that these are clearly publicised. We will endeavour to complete any forms requested by you in a reasonable time (e.g. Insurance claims etc). Most forms, as well as special medical examinations and reports carry a charge (a scale of charges is available at reception). RESPONSIBILITIES Please do not ring before 4pm for test results. Please allow maximum time when you know a form needs completing. Referrals If you have been advised by your GP that you are to be referred to a hospital or other service then that referral will be dealt with promptly and we aim to have the appropriate referral despatched within three working days of your appointment. RESPONSIBILITIES Please make sure our record of your address and telephone number are accurate. If you are referred to hospital and are unable to attend your appointment or decide to cancel please let them know as soon as possible so that another patient can be seen in your place. Please allow a reasonable time to receive your appointment but if you have not received it within six weeks please contact the surgery. Clinical Standards of Care We endeavour in our practice to provide excellent health care which reflects medical advances and up to date legislation and information. We are a training practice and form time to time we have GP Registrars who are working in general practice for one year. RESPONSIBILITIES As professionals we work as a practice team – please understand you will be referred to the team member who is most appropriate for your needs. Comments/Suggestions/Complaints Medical Records When you move to a new area or practice your records are transferred via the appropriate Primary Care Agency. When we receive a request for transfer of records we aim to despatch these within five working days of the request and within 24 hours if the record is required urgently for medical purposes. All staff are trained to be aware of the Data Protection Act and all staff contracts include a clause that any breaches of confidentiality may result in dismissal. Your rights of access to your medical records are dictated by current legislation. Your records include both written and those held on our computer. RESPONSIBILITIES Please keep the surgery informed of any changes to your address or telephone number so that we can keep our records up to date and in case we need to contact you. We hope that you are never given cause to complain but if you do have a problem please contact the Practice Manager in the first instance. We have a formal complaints procedure so please be assured that your grievance will be dealt with fairly, thoroughly and promptly. All complaints will be acknowledged within two working days and under normal circumstances investigated and responded to in 20 working days. You will be kept fully informed of the discussions and progress. All constructive comments and suggestions will be considered by the practice team. RESPONSIBILITIES Mistakes and misunderstandings can happen. If you are unhappy with a service you have received and want to make a complaint please do so as soon as possible after the event that has led to your dissatisfaction. If you feel happy with the service provided, pleased with your care or feel the practice staff have done well we would be delighted to know. The Patients’ charter along with other useful information regarding the surgery is available on our website. www.threewayssurgery.co.uk Surgery Premises We will endeavour to keep our surgery buildings well maintained, easy for you to find your way around, accessible and appropriate to the needs of our users. Fire exists will be clearly marked and kept clear at all times and our fire alarms and evacuation drills tested regularly. Our premises were designed to give easy access and toilet facilities for disabled people. RESPONSIBILITIES If you have any suggestions for improvements to our premises please let us know. Please respect other users by keeping passageways and exits clear at all times. Patient & Health Information We will update the information on our notice boards regularly and provide a wide variety of leaflets and additional information on healthy lifestyles, common diseases and disorders .We will also provide appropriate website addresses. Practice Staff Staff will be courteous and respectful at all times and endeavour to help you to the best of their ability, although they may need to refer you to another member of staff to deal with your enquiry. Practice staff are trained to be aware of patients with special needs. They understand that patients are often worried and under stress when attending or telephoning the surgery. RESPONSIBILITIES Please treat our staff with the same courtesy and respect that you expect to receive from them. If you have any special needs or disability, please inform reception staff who will do their best to ensure you receive all the appropriate help. Practice Information All new patients will receive a copy of our practice information leaflet when they register and copies of the information will be displayed in reception for our existing patients. The information is also available on our website, www.threewayssurgery.co.uk It is important that you arrive for your appointment on time as late arrivals cause additional waiting time for others. If you arrive more than ten minutes late you will be asked to re-book your appointment for another time. RESPONSIBILITIES Please read this information carefully – it contains useful information about the services we provide. If you need to know anything we have not included, our Receptionists or practice Manager will be happy to help you. An appointment is for one person only. If another member of your family needs to be seen or discussed, more time will be required and a separate appointment should be made. Telephone For appointments or visits please ring between the hours of 8am and 10am or 2pm and3pm to allow the workload to be prioritised. For routine matters please ring after 10:30am and 3pm. Privacy and Confidentiality The doctors and staff have a legal duty to maintain the highest level of confidentiality about patient information. However, there may be occasions when information needs to be shared with others, for instance to assist with health research, the recording of new births and the notification of infectious diseases (e.g. meningitis). Because we are a training practice you may, at times, be asked if you would mind another doctor or an advanced medical student sitting in on your consultation. On occasion, patients are asked if they would mind the consultation being recorded on video as part of the doctor’s further training. We will, of course, respect your rights as a patient to refuse such a request. All consultations are dealt with in the strictest confidence and any videos of consultations are destroyed as soon as their training purpose is fulfilled. Under the Data Protection Act we require a patient’s written permission before we can discuss their care or treatment with family members, guardians, carers or friends. NB This also applies to patients aged 12-16. We take the issue of confidentiality very seriously and our patients can be assured that their medical records and any issues relating to their health are treated with the greatest respect. . Please try to give as much information about what you need from the surgery. It is possible that members of the team other than the doctor and nurse can help you if they know why you are calling. If we have to call you back we will endeavour to call you at an agreed timtime. To help those people who need an urgent appointment please do not ask to be seen immediately unless you believe it is really necessary. If you have booked an appointment and find you cannot keep it please let us know as soon as possible. We can then make you another appointment if required and fit someone else into your cancelled appointment. All medicines are expensive and we try as far as possible to avoid wastage. Money saved on our drug budget can be used on other types of patient care. Home visits are available to patients who are housebound or too ill to come to the surgery. Requests for home visits from a doctor will be noted immediately after your request has been made and any details you might have regarding the visit will be recorded at the same time. All emergency requests will be passed to a doctor immediately. Waiting Times Our surgery and clinics will normally start on time. We aim for you to be seen within 20 minutes of your appointment time. We will give you an explanation if we keep you waiting any longer. Unfortunately it is sometimes difficult in general practice to run to time as patients being seen before you may present with unforeseen problems. Patients arriving with an urgent or serious problem will be seen as a priority. When a doctor is called out to an emergency we will inform you and offer the option to book an alternative appointment. RESPONSIBILITIES The GP will book you an appointment sufficient to deal with your problem. If you arrive more than ten minutes late for your appointment you will be asked to re-book for another time. Prescriptions RESPONSIBILITIES Check with your pharmacist if your medicines are cheaper to buy directly from them. Please do not overstock or hoard your medicines. Home Visits Appointments We work very hard to provide all our patients with the service they need. Patients, for good reasons, now see their doctors twice as often as they used to. It is, therefore, very difficult for us to ensure that all patients can see their usual doctor on every occasion. Sometimes it may be more appropriate for a patient to see one of our nurses who have expertise in certain conditions. Please use the authorised request slip for repeat prescriptions, if not re-ordering online. If you have a regular prescription for the same medicine, please order repeat prescriptions in plenty of time. If you are asked to see the doctor before a further supply can be issued it is important that you follow this advice. RESPONSIBILITIES RESPONSIBILITIES If you wish your conversation to be in private please inform reception staff. RESPONSIBILITIES Repeat prescriptions will be available for collection within two working days of your request when the items requested have been authorised by your doctor. RESPONSIBILITIES If you require a home visit from a doctor please telephone before 10:30am, giving as much detail as possible to enable the doctor to prioritise and arrange visits. It is better if you can get to the surgery as there are more facilities for examination and treatment and it allows the doctor to use their time most efficiently. We are happy to visit at home when necessary but will not do so as a matter of routine. If you are caring for someone who has regular visits or you have regular visits yourself from any member of our team please inform us if you or the patient will be going away. Out of Hours When the Surgery is closed out of hours services are provided by NHS 111. NHS 111 will assess you, provide advice and direct you straight away to the local service that can help you best. NHS 111 is available 24 hours a day, 7 days a week and calls are free, including from mobiles. RESPONSIBILITIES If you are on regular medication you will be given a repeat prescription slip for ordering more medication. You should tick the items you want and then put the slip in the box at the surgery. alternatively you can post the request to us, enclosing a stamped addressed envelope if you need it returned. You can also request repeat medications online once you have registered for this service. From time to time you will need to see your doctor for a review of your medication. The date for this review is on the repeat slip. Please use the emergency service for genuine emergencies which cannot wait until the next surgery
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