PATIENT INFORMATION We promised our patients more information about how we do things. So here it is. APPOINTMENT SYSTEM There are two main types of appointments: ‘urgent’ and ‘routine’. In both these types of services we offer ‘face to face’ and telephone appointments. If you need an urgent appointment for an acute problem you will usually be offered a consultation on the day in our ‘Urgent Care Clinic’ with our urgent care specialist nurse or a doctor as appropriate. Our Urgent Care Nurses can assess, manage and prescribe for many ailments and injuries. We can provide advice and treatment for coughs, skin problems, contraception and much more. Our Urgent Care Nurses work alongside the doctors and they share the daily demand for urgent medical attention. GETTING THE BEST FROM YOUR APPOINTMENT Patients are allocated 10 minutes per appointment. When attending please keep your consultation to the one topic you have come for. It may help if you prepare for your appointment. Before you come make a list of your symptoms: When did they start, what makes them better or worse? It is good to ask questions. For example: How long will I need treatment? How should I take the medication? Are there any side effects or risks? If it has been recommended that you go for tests, you may want to ask: What are the tests for? What will the tests involve? How and when will I find out the test results? Don't be afraid to say if you don't understand what the doctor has said: ‘Can you explain it again? I still don't understand’. SPECIFIC DOCTOR AVAILABILITY Patients who like to pre-book appointments for on-going or non-urgent conditions are able to do so. When booking ‘routine’ appointments patients have the right to express a preference of practitioner. For continuity of care it is recommended to stay with your usual GP. Every effort will be made to give you access to your usual doctor however this may not always be possible. Due to demand the waiting times for these types of appointments may become quite long. When booking appointments via the telephone our receptionists are trained to ask why you would like the appointment. By indicating why you need to see a clinician our receptionists can ensure you see the most appropriate person for that problem. Be assured what you say to a receptionist is treated with the utmost confidence. You can book appointments online via our clinical system at https://systmonline.tpp-uk.com/Login. To book online you need a log on available from the Practice. If booking online please take care and check you have booked the correct session, either a ‘face to face’ 10 minutes or ‘telephone’ 5 minutes appointment. Indicated below are the days on which each doctor is normally working (R = Regular surgery I = Irregular surgery). Doctor Dr. Thurston Dr. Bentley Dr. Campbell Dr. Cracknell Dr. Rutherford. Dr Howard. M T W R R R R I R R R I R I I R R T F I R R R R R R Please note: Doctors have both routine and urgent surgeries in their rota. Due to the nature of urgent appointments these cannot be pre- booked and are reserved for patients who need urgent medical attention. SPECIMENS Specimens can be accepted up to 4.30pm Monday to Friday. We CANNOT accept or test any specimen bottle handed in without an accompanying form from the doctor/nurse. Please write your name and date on the label of the specimen bottle and ensure the specimen bottle is secure and place it in the plastic bag provided.  RESULTS  Blood tests: If your blood test is abnormal the Practice will contact you. If you want to check your results please contact Reception (01425 621188) after 2pm. A receptionist can advise you of the result, please allow time for tests to be carried out. X-ray: Following an X-ray you need to arrange a follow up appointment with the doctor who referred you. To ensure the doctor has received the results please check with reception prior to making the appointment, which can be a telephone appointment. Our Receptionists are not trained to interpret X-ray results so cannot give them out. ELECTRONIC PRESCRIPTION SERVICE (EPS) A NEW WAY TO GET YOUR MEDICINES. EPS has been up and running here for a few months now. EPS enables prescribers - such as GPs and practice nurses - to send prescriptions electronically to a pharmacy. This makes the prescribing and dispensing process more efficient and convenient for patients and staff. What does this mean for you? If you request your repeat prescriptions from your GP you will not have to visit your GP practice to pick up your new paper prescription. Instead, your GP will send it electronically to the place you choose, saving you time. How can you use EPS? You need to choose a pharmacy for your GP practice to electronically send your prescription to. This is called nomination. HEALTH ADVICE Patients often contact us for general health advice. If you need expert advice call 111. Trained staff will be able to advise you on how to treat yourself at home or refer you to the appropriate service. This may not be your GP. 111 is available 24 hours a day, 7 days a week. You can also get help from your local pharmacy. They can provide expert advice on many common ailments or illnesses and provide over the counter medication. VOMITING ILLNESS ADVICE Gastroenteritis is a common condition. The two main symptoms of gastroenteritis are diarrhoea and vomiting. As gastroenteritis is highly infectious, it is important to take steps to prevent it spreading to other people. These include:   washing your hands thoroughly with soap and water or an antibacterial hand wash after going to the toilet and before eating or preparing food cleaning the toilet, including the handle and the seat, with disinfectant after each bout of vomiting or diarrhoea not sharing towels, cutlery or utensils with other members of your household Do not go to work, school or visit hospitals or other health care providers until you have been symptom free for 48 hours There is usually no need to contact your GP if you have gastroenteritis. In most cases it goes away without treatment but it is important to make sure you drink plenty of fluids to reduce your risk of dehydration. If you need general advice please call 111. However, you should arrange a telephone call with a GP if you:  have been vomiting for longer than three days or have diarrhoea for more than a week  show signs of dehydration  have blood in your stools  have recently been abroad  have a weakened immune system caused by an underlying health condition or as a side effect of a medical treatment. EBOLA Anyone worried about symptoms (such as fever, chills, muscle aches, headache, nausea, vomiting, diarrhoea, sore throat or rash) within 21 days of coming back from Guinea, Liberia or Sierra Leone should stay at home and immediately telephone 111 or 999 and explain they believe they may have come into contact with someone with Ebola. It's really important that medical services are expecting your arrival and calling 111 or 999 will ensure this happens. THE FRIENDS AND FAMILY TEST We want to hear from all patients following a contact with the practice about the care they have received. You can complete our Friends and Family Test by paper or electronically while at the practice via our Ipad or on our website. You could make a difference by letting us know your views. We will be collating our Friends and Family Test feedback monthly to see what improvements we can make. We will then share the feedback themes and any actions we have taken. For more information please read our Friends and Family Leaflet or visit http://www.newmiltonhealthcentre.co.uk/fft.htm