MWH Practice Practice Leaflet DOCTORS Dr Htoo Htoo (female) MBBS Dip food tech. Dr Sandar Cho (female) MBBS MRCGP MSc DFFP DPD Dr Nang nweni Myint (female) MBBS MRCGP DFFP Dr Htun Nay Lin (male) MBBS MRCGP SURGERIES MWH Practice 71 – 73 The Broadway Southall Middlesex UB1 1LA Tel: 020 8574 7746 Fax:020 8574 4795 MWH Practice 1 Vincent Road Hounslow Middlesex TW4 7LH Tel: 020 3006 7425 Tel: 084 4499 6967 Fax:084 4499 6968 Email : Website: www.mwhpractice.co.uk Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 1 1. WELCOME TO OUR PRACTICE ................................................................................................................................... 3 2. OUR PRACTICE .......................................................................................................................................................... 4 PRACTICE MEDICAL TEAM ........................................................................................................................................................... 4 PRACTICE MANAGER .................................................................................................................................................................. 4 RECEPTIONISTS .......................................................................................................................................................................... 4 PRACTICE NURSES ...................................................................................................................................................................... 4 DISTRICT NURSES ....................................................................................................................................................................... 4 HEALTH VISITOR ........................................................................................................................................................................ 4 3. PATIENT INFORMATION ........................................................................................................................................... 5 DISABLED PATIENTS.................................................................................................................................................................... 5 CONSULTATION TIMES AT SOUTHALL PRACTICE ................................................................................................................................ 5 CONSULTATION TIMES AT HOUNSLOW PRACTICE ............................................................................................................................. 5 APPOINTMENTS ......................................................................................................................................................................... 5 **NEW SERVICE** .................................................................................................................................................................... 5 CANCELLATIONS......................................................................................................................................................................... 6 TELEPHONE ADVICE .................................................................................................................................................................... 6 HOME VISITS ............................................................................................................................................................................ 6 OUT OF HOURS EMERGENCIES...................................................................................................................................................... 6 ACCIDENTS ............................................................................................................................................................................... 6 VIOLENCE AND AGGRESSION ........................................................................................................................................................ 7 PATIENT / PRACTICE RESPONSIBILITIES ........................................................................................................................................... 7 REPEAT PRESCRIPTIONS ............................................................................................................................................................... 7 TEST RESULTS............................................................................................................................................................................ 7 NEWLY REGISTERED PATIENTS ...................................................................................................................................................... 7 PATIENT PARTICIPATION GROUP ................................................................................................................................................... 7 4. SERVICES PROVIDED ................................................................................................................................................. 8 BABY CLINIC.............................................................................................................................................................................. 8 DRUGS MISUSE SERVICE.............................................................................................................................................................. 8 FAMILY PLANNING CARE ............................................................................................................................................................. 9 MINOR SURGERY ....................................................................................................................................................................... 9 NURSING.................................................................................................................................................................................. 9 HEALTH CARE ASSISTANTS ........................................................................................................................................................... 9 NURSE PRESCRIBER .................................................................................................................................................................... 9 TRAVEL CLINIC........................................................................................................................................................................... 9 UPDATING YOUR CONTACT DETAILS ............................................................................................................................................ 10 YOUR MEDICAL RECORDS .......................................................................................................................................................... 10 SUGGESTIONS / CRITICISM / COMPLAINTS .................................................................................................................................... 10 ZERO TOLERANCE TO ABUSIVE BEHAVIOUR ................................................................................................................................... 10 FREEDOM OF INFORMATION ...................................................................................................................................................... 10 5. USEFUL TELEPHONE NUMBERS ............................................................................................................................... 11 6. USEFUL WEBSITE LINKS .......................................................................................................................................... 12 7. NHS 111 FREQUENTLY ASKED QUESTIONS .............................................................................................................. 13 Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 2 1. Welcome to Our Practice This booklet outlines the services that we offer. Please keep it safe and use it as a source of reference. We are an NHS practice offering high quality care to the people of Southall and Hounslow. We deliver a full range of modern services through a highly skilled professional team including Doctors, Nurses and Health Care Assistants. Our aim is to deliver a service that combines the personal care of the traditional family doctor with the best that the modern general practice can deliver. We are constantly seeking new ways to serve our patients. We are a fully computerised medical practice and use this to provide a comprehensive recall system for:  Chronic Disease  Childhood Immunisation and Screening All Consultations are recorded on computer. We provide late evening surgeries for the commuters (Monday evenings in Southall and Thursday evenings in Hounslow). Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 3 2. Our Practice Practice Medical Team Name Qualifications Dr Htoo Htoo (female) MBBS Dip food tech. 1973 Minor surgery and family planning Dr Sandar Cho (female) MBBS MSc MRCGP DFFP DPD 1996 Cardiology and Diabetes Dr Nang Nweni Myint (female) MBBS MRCGP DFFP 1995 Elderly, Paediatrics and family planning Dr Htun Nay Lin MBBS MRCGP 2000 Dr Mark Mikhail MBchB 2007 Qualified Medical Specialties ENT, Psychiatry, Paediatrics, Acute Medicine, Elderly Practice Manager Mr Aydid Cabdillahi, our Practice Manager is responsible for the organisation of the Practice. If you have any suggestions or complaints then please contact the Practice Manager. Receptionists Our receptionists are here to help you. They have a difficult job dealing with telephone calls and enquiries from every direction, so PLEASE BE A PATIENT PATIENT! When telephoning for an appointment, advice or a home visit the receptionist may ask you for a few details. They have been trained to make these enquiries on our behalf so we may help you in the most appropriate and efficient way. Mrs Surinder Jaggee Hounslow Mr Aung Min Oo Southall Mrs Amarjit Ranadev Hounslow & Southall Miss Thiri Winn Hounslow & Southall Ms Savia Fernandes Southall & Hounslow Practice staff are bound by the same rules of confidentiality as Doctors. Practice Nurses Our skilled nursing team covers both centres comprising practice nurses, a nurse prescriber and a health care assistant. Appointments will be made with a nurse with specific training to meet your requirements. Our highly trained practice nurses provide •health promotion •immunisations •travel advice plus vaccinations •cervical smears. They are also skilled in all aspects of wound care. Our nurse prescriber’s role also includes assessing and treating minor illnesses and injuries. If you are unsure whether your problem is suitable for her care, the receptionist will be able to advise you. Each of the nurses has specialist skills in one or more areas of chronic disease management, such as diabetes, asthma and heart disease. All requests for home visits are taken by a member of the nursing team in order to prioritise their necessity and urgency. District Nurses Our District Nursing Teams are based at Featherstone Road Clinic in Southall and Bath Road Clinic in Hounslow. They are responsible for nursing care in the patient’s home. Health Visitor Our Health Visiting Team are based at the MWH Practice and are responsible for our child health promotion programme. They run a ‘drop in’ baby clinic and are also closely involved in antenatal and postnatal parentcraft. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 4 3. Patient Information Disabled Patients Our premises are designed to allow easy wheelchair access to all surgeries and treatment rooms. We also have a specially equipped toilet for disabled patients. Consultation Times at Southall Practice Day Mon Dr Htoo 09:30am – 12:30pm 16:00pm – 18:00pm Dr Cho 14:00pm – 18:00pm 18:30pm – 20:00pm Tues Wed Thurs Fri 09:30am – 12:30pm CLOSED 16:00pm – 18:00pm Dr Myint 09:30am – 12:30pm 16:00pm – 18:00pm Dr Lin 09:30am – 12:30pm 16:00pm – 18:00pm 09:30am – 12:30pm 16:00pm – 18:00pm 09:30am – 12:30pm Dr Mikhail 09:30am – 12:30pm **We provide late evening surgeries for the commuters (Monday Evenings in Southall and Thursday Evenings in Hounslow. Consultation Times at Hounslow Practice Day Mon Tues Dr Htoo 09:30am – 12:30pm 16:00pm – 18:00pm Dr Cho 09:30am – 12:30pm 16:00pm – 18:00pm Dr Myint Wed 09:30am – 12:30pm 14:00pm – 18:00pm Dr Lin Thurs Fri 09:30am – 12:30pm 09:30am – 12:30pm 16:00pm – 18:00pm 16:00pm – 18:00pm 18:30pm – 20:00pm 09:30am – 12:30pm 16:00pm – 18:00pm Appointments Patients are asked to ring for a doctor’s appointment on the day they wish to be seen. If the doctor of your choice is fully booked or unavailable, you will be offered an alternative. Many appointments are bookable in advance, up to one week in advance. You will always be seen in an emergency. Please be punctual for your appointment and always give us as much notice as possible if you are unable to keep a booked appointment. Medical problems can often take longer than the time allotted for one appointment. At times, therefore, your doctor or nurse may be running late, (if so, it is because a problem has required more time than usual to be dealt with properly). Please be patient – next time it could be you! **New Service** **Please note: We now have a new Online Appointment Booking and Repeat Prescriptions Ordering service available to our Patients. If you would like to register for this service please call into the surgery. Once you have registered we will give you a password to enter to login to our New Patient Access Service. If you have already registered with the practice, click on the link on our website. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 5 Cancellations If you are unable to attend an appointment, which you have booked, please inform us as soon as possible so that your appointment can be given to someone else. If you fail to inform us that you no longer need your appointment or that you are unable to attend patient access is greatly reduced. Telephone Advice If you would like to speak to a Doctor / Nurse for advice but are unable to attend the surgery, please contact the receptionist who will be able to advise you of an appropriate time for a telephone consultation. If possible, give an indication of what you would like to discuss (unless there is something confidential which you would prefer to discuss with the Doctor). Home Visits If you are too ill to attend the surgery you can request a home visit by telephoning the Surgery, if possible before 10:30am. This allows the Doctors to plan their day. The receptionist will ask for details of your illness to help the Doctor assess the urgency of the visit. You will also be asked for a contact telephone number as the Doctor may wish to speak to you. Home visits are at the discretion of the Doctor and are for patients who are medically unable to attend the surgery. Remember, the Doctor can see four patients at the surgery in the time it takes to do one home visit. If your problem is urgent, you will always be seen the same day, so please try to come to the surgery if you can. Out of Hours Emergencies What to do when the GP practice is closed:  If you need medical help fast but it’s not an emergency call 111  If it’s a life-threatening emergency call 999 NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency.  Calls to 111 are FREE from landlines and mobiles  NHS 111 is available 24/7, every day of the year When to call 111 You should call 111 when:  You think you need to go to A&E or to another NHS urgent care service  Your GP surgery is closed and you need healthcare advice  You don’t know who to call for medical help. When to call 999 Call 999 for life threatening emergencies such as:  Major accident or trauma  Severe breathlessness  Severe bleeding  Loss of consciousness  Severe chest pain. Out-of-hours services are provided during the following periods when the surgery is closed: 06.00pm – 08.00am During normal practice opening hours, the practice remains your first point of contact for all routine requests. For more information about NHS 111, please read the frequently asked questions at the back of this Leaflet. Accidents If you have sustained an injury as a result of an accident, fall etc., please report directly to the Hospital Accident and Emergency Department. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 6 Violence and Aggression The Doctors and Staff of our Practices re-affirm their commitment to do everything possible to protect themselves, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm, damage or distress. This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety. In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical records the fact of the removal and the circumstances leading to it. Patient / Practice Responsibilities We have a charter for patients and the Practice. We will offer you the best service possible and expect full cooperation from our patients. For more details, please speak to reception. Repeat Prescriptions Unless a specific arrangement has been made for you to collect a prescription without seeing a Doctor, you will normally be asked to make an appointment before any further treatment is prescribed. Please note: The GPs do not do repeat prescriptions. Please order your repeat prescriptions via one of the ways listed below. Prescriptions for controlled drugs must be collected personally. We cannot hand over prescriptions to anyone under 16 years of age. You can order as follows:    In person at the surgery By post, enclosing a stamped addressed envelope for us to mail back to you **Online Ordering – please ask at reception to register for this service** [THIS SERVICE IS NEW] Please allow two working days before collection WE DO NOT PRESCRIBE ANTIBIOTICS FOR COUGHS AND COLDS Test Results It is the patient’s responsibility to ring the surgery to enquire about any investigations that may have been undertaken. Please remember that results for blood tests can take 7 – 14 days and X-rays 14 days. We will ensure that you are told how to obtain test results and give you clear instructions when you contact the medical centre. Where the results of an investigation suggest an immediate risk to your health, we will make every attempt to contact you that day. In view of patient confidentiality, we are only able to give the results to the person on whom the test was performed. For information on what your laboratory test results mean please visit Lab Tests Online UK. Newly Registered Patients New patients are very welcome. If you live in our Practice Area, we would be happy for you to register with us. To register with the MWH Practice you can download the following forms from our website, fill them out and return them to the surgery. Alternatively, pop in to one of our surgeries and fill a form out when passing by. Don’t worry if you do not have all the information available. Once you have registered you can see the doctor of your choice. Prospective patients who fall within our catchment areas will need to attend personally with a medical card. This practice does not discriminate on the grounds of race, age or sex etc. All new registered patients are offered a free Health Chick. In order to keep you record accurate, it is crucial to inform the surgery about changes in your contact details. Otherwise it can lead to removal from our list. Patient Participation Group Patient Participation Group (PPG) is made up of practice staff and patients that are representative of the practice population. The main aim of the PPG is to ensure that patients are involved in decisions about the range and quality of services provided and, over time, commissioned by the practice. Using the PPG, GP practices are encouraged to promote the proactive engagement of patients and to seek views from practice patients through the use of local practice surveys. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 7 4. Services Provided Baby Clinic All children under 5 are seen regularly by the Health Visitors, who also carry out developmental checks at appropriate intervals. Routine immunisations are a most important part of preventative care for children, and we strongly recommend that your child has all the immunisations offered. These are routine clinics run by your GP who check your child’s health and development at eight weeks of age. The first immunisations and the pre-school booster are given at this clinic. Immunisation Schedule        At two months old: o Diphtheria, tetanus, pertussis (whooping cough), polio and Haemophilus influenzae type b (Hib) (DTaP/IPV/Hib) one injection o Pneumococcal infection – pneumococcal conjugate vaccine (PCV) one injection o 1st Rotavirus Oral At three months old: o Diphtheria, tetanus, pertussis (whooping cough), polio and Haemophilus influenzae type b (Hib) (DTaP/IPV/Hib) one injection o Meningitis C (meningococcal group C) (MenC) one injection o 2nd Rotavirus Oral At four months old: o Diphtheria, tetanus, pertussis (whooping cough), polio and Haemophilus influenzae type b (Hib) (DTaP/IPV/Hib) one injection o Meningitis C (meningococcal group C) (MenC) one injection o Pneumococcal infection – pneumococcal conjugate vaccine (PCV) one injection At around 12 months old: o Haemophilus influenzae type b (Hib) and meningitis C (Hib/MenC) booster dose in one injection At around 13 months old: o Measles, mumps and rubella (German measles) (MMR) one injection o Pneumococcal infection – pneumococcal conjugate vaccine (PCV) one injection Three years four months to five years old (pre-school): o Diphtheria, tetanus, pertussis (whooping cough) and polio (dTaP/IPV or DTaP/IPV) one injection o Measles, mumps and rubella (German measles) (MMR) one injection 13 to 18 years old: o Diphtheria, tetanus and polio (Td/IPV) one injection Drugs Misuse Service The service provides high-quality medical and psycho-social assessment. All patients have a Care-Coordinator who words with patients to deliver an individually tailored care plan to meet their needs. Treatment available includes:  Substitute Prescribing  Daily supervised consumption of medication  Assessment and referral to specialist inpatient ward  Viral testing and Hepatitis B vaccination programme  Assessment and referral for residential rehabilitation. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 8 Family Planning Care The Practice provides a comprehensive, confidential family planning service including:  Prescribing oral contraception (the pill)  Fitting Coils and Caps  Prescribing Emergency Contraception – please arrange to see a Doctor within 72 hours if you require this If you are unsure about which method to choose then please visit this website, www.fpa.org.uk/contraception-help before your appointment. Minor Surgery We are registered and qualified to perform minor surgery. The premises are fully quipped and staffed for this, and these procedures are carried out in the Treatment Room by arrangement with your doctor. In addition to your doctors’ surgeries we have experienced nurses able to assess and advice on a number of minor ailments. Back-up support is always available for our nurses if required. To make an appointment with the minor illness clinic please telephone the number for the doctor with whom you are registered. Nursing Our skilled Nursing Team cover both centres, comprising:  Practice Nurses  Nurse Prescriber  Health Care Assistant. Our Nursing Team provide the following:  Health Promotion  Immunisations  Travel Advice plus Vaccinations  Cervical Smears They are also skilled in all aspects of wound care. Each of the nurses has specialist skills in one or more areas of Chronic Disease Management such as:  Diabetes  Asthma  Heart Disease All requests for home visits are taken by a member of the Nursing Team in order to prioritise their necessity and urgency. Health Care Assistants Our Health Care Assistants deal with the following:  New Patient Medical  Blood Pressure Checks  ECG Nurse Prescriber Our Nurse Prescriber’s role also includes assessing and treating minor illnesses and injuries. If you are unsure whether your problem is suitable for her care, the receptionist will be able to advise you. Travel Clinic We provide specialised travel care which includes all vaccinations and travel advice. This is a full personalised service to take into account each person’s individual requirements. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 9 Updating your Contact Details Please advise the surgery when you move with your new address and if you change any phone numbers. This is important as we have no way of contacting you otherwise. Please download our Contact Details Form from our website and either hand it in or send it to us. Please advise us of all family members and their dates of births so we can change their records as well. Your Medical Records As you know, your Doctor and the Team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service. These are important to help ensure that you receive the best possible care from us. Your records are used in the following ways to guide and administer the care you receive:  To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.  To ensure that full information is available should you see another Doctor or be referred to a specialist or another part of the NHS.  To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.  To ensure that your concerns can be properly investigated if you need to complain. Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done. Whilst always preserving confidentiality, your records can also help us to help you by:   Assisting with the teaching and training of Health Care Professional (you choose whether or not to be involved). Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate. You will not be identified without your agreement). Suggestions / Criticism / Complaints We operate a comprehensive complaint procedure in line with national policies. All comments and complaints will be dealt with seriously, promptly and confidentially. Complaints can be made in writing or by completion of a standard complaint form available from the practice. Your complaint will be recorded and acknowledged within three working days and we will provide a substantive response four weeks from receipt. Should any matter remain unresolved you have the right to refer the matter to the Health Authority and seek advice from the local Community Health Council. Please send all complaints for the attention of the Practice Manager. Please also 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 that patient in person. The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned. Zero Tolerance to Abusive Behaviour The Doctors and Staff of MWH Practices re-affirm their commitment to do everything possible to protect themselves, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm, damage or distress. This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety. In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical records the fact of the removal and the circumstances leading to it. Freedom of Information MWH Practices confirm to the requirements of the Freedom of Information Act 2000. We have produced a publication scheme in accordance with the Act, a copy of which is available from reception. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 10 5. Useful Telephone Numbers Emergency Ambulance, Police, Fire, Paramedic 999 NHS 111 Services 111 Local Contacts Chemists Hospitals Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 11 6. Useful Website Links The UK's leading cancer information service www.cancerbacup.org.uk/info/specific-cancers.htm The Department of Health site provides access to the most up-to-date government health circulars, papers and reports. www.doh.gov.uk The Health Index Database enables you to search for a private specialist, nursing home or hospital. It holds discussions and is searchable by health community, e.g. depression or sleep disorders www.healthindex.co.uk Medicdirect is a new health information site aimed at UK public and practitioners. www.medicdirect.co.uk Provides free and easy to understand medical information and advice www.medinfo.co.uk National Electronic Library for Health (select the virtual Mental Health Library section). This has information for patients and clinicians. www.nelh.nhs.uk Lists support groups available for patients in the UK www.netdoctor.co.uk/directory/support_groups/index.shtml The official NHS website. This provides basic advice to treat common symptoms. Also provides excellent links to support groups and associations. www.nhsdirect.nhs.uk The official gateway to NHS organisations on the internet, both local and national. www.nhs.uk Patient UK is a comprehensive web directory for UK patient information. It provides excellent links to support groups and voluntary organisations. www.patient.org.uk Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 12 7. NHS 111 Frequently Asked Questions 1. 2. 3. What is NHS 111?  NHS 111 is a new telephone service being introduced to make it easier for you to access local health services, when you have an urgent need.  If you need to contact the NHS for urgent care there are only three numbers to know; 999 for life-threatening emergencies; your GP surgery; or 111.  When you call 111 you will be assessed, given advice and directed straightaway to the local service that can help you best – that could be an out-of-hours doctor, walk-in centre or urgent care centre, community nurse, emergency dentist or late opening chemist.  NHS 111 is available 24 hours a day, 7 days a week, 365 days a year.  Calls from landlines and mobile phones are free. How does it work?  Calling 111 will get you through to a team of fully trained call advisers, who are supported by experienced nurses.  They will ask you questions to assess your symptoms, and give you the healthcare advice you need or direct you to the right local service.  Where possible, they will book you an appointment or transfer you directly to the people you need to speak to.  If they think you need an ambulance, one will be sent just as quickly if you had dialed 999. When do you use it? You should call 111 if: 4.  you need medical help fast, but it’s not a 999 emergency;  you don’t know who to call for medical help or you don't have a GP to call;  you think you need to go to A&E or another NHS urgent care service; or  you require health information or reassurance about what to do next. Why should you use it?  5. How much do calls to NHS 111 cost?  6. Calls to the NHS 111 service are free from both landlines and mobile phones, so it won’t cost you a penny. Is the NHS 111 service available 24/7?  7. NHS 111 will direct you straight away to the local service that can help you best. Yes, NHS 111 is available 24 hours a day, 7 days a week, 365 days a year. Who answers NHS 111 calls?  Calls are answered by fully trained call advisers, who are supported by experienced nurses. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 13 8. 9. Is the service available to people with a hearing impairment or communication difficulties?  People with communication difficulties or impaired hearing are able use the NHS 111 service via a textphone by calling 18001 111.  Calls are connected to the TextDirect system and the textphone will display messages to tell the user what is happening.  Typetalk Relay Assistant will automatically join the call and they will speak the users typed conversation to the NHS 111 call adviser and will type back the adviser’s conversation, so that this can be read this on the caller’s textphone display (or computer). Is the service accessible to non-English Speakers?  The NHS 111 service uses a translation service so that it is accessible to people who do not speak English.  Callers who do not speak English should state the name of the language they want to conduct the conversation in and the interpreting service will be utilised. Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 14 MWH Practices Southall and Hounslow This leaflet has been produced for download from our website: www.mwhpractice.co.uk Surgeries: MWH Practice 71-73 The Broadway, Southall, Middlesex, UB1 1LA / MWH Practice 1 Vincent Rd, Hounslow, Middlesex, TW4 7LH 15