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RAINWORTH SURGERY
PRACTICE INFORMATION LEAFLET
Healthcare for all the family
Drs Corbyn, Huggard, Bolsher and Wilkins
Rainworth Primary Care Centre
Warsop Lane
Rainworth
Nottinghamshire
NG21 0AD
Telephone: 01623 794293
Option 1: for Chest Pain
Option 2: for Prescription Requests
Option 3: to speak to a Receptionist
Fax: 01623 799218
Web address: www.rainworthsurgery.co.uk
Use your NHS appropriately
Choose Well
Make sure you choose well –
get the right treatment for you and help the NHS do its job
Did you know that every time you attend A&E at your local hospital, it can cost
the NHS £124? You may not be aware but your practice is charged for
patient A&E attendances.
Please remember A&E is ONLY for real emergencies – Accident & Emergency
NOT Anything and Everything.
It is important to remember that A&E and 999 services are only for lifethreatening and emergency conditions. That is why the NHS has put in place
other services to help you and your family if you have any of these common
complaints: colds, coughs, sore throats, upset stomachs, aches and pains.
There are other local services available if you have a minor illness, ailment or injury,
and need advice or treatment.
Self- care
NHS 111
Pharmacy
GP
A&E or 999
For more information pick up the leaflet
‘Right Care, Right Place, First Time’
Or the card:
‘Choose Well’
Walk-in Centre, PC24 – Kings Mill site
This is open between 0800 and 1930 hours, it is a Nurse led service and you will
either be seen by an ANP (Advanced Nurse Practitioner) or Nurse Prescriber. There
is no need to ring during the day-time, just go to PC24, by the side of the Emergency
Department. There may be a wait depending upon how busy they are.
Patients are also triaged from the Emergency Department to the Walk-in Centre.
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Updated February 2015
WELCOME
Welcome to Rainworth Surgery. We have designed this booklet to help you get the
most out of the services that are on offer at this surgery. Please keep the booklet
available for future reference, but should you require further information please feel
free to contact the Practice Manager.
HISTORY OF THE SURGERY
The surgery itself historically dates back to the early 20th century when it served the
whole area of Rainworth, Blidworth and Ravenshead, then known as Fishpool,
basically serving the needs of the mining community. As the population expanded
over the years the practice separated into one surgery supplying the needs of the
Rainworth population and another surgery supplying the needs of the Blidworth and
Ravenshead patients. The new Primary Care Centre opened its doors on 23 April
2007, housing the existing Doctors Practice, PCT Administration team, District
Nursing team, Health Visitors and Community Child Health team. The old health
centre lasted over 30 years and saw many changes. In the new building there is an
in-house chemist, more doctors consulting rooms, enabling them to have one each
and a specific room for the midwife, double the number, and size, of nurse consulting
rooms and a minor operation suite, also the car park has nearly tripled in size. There
is a specific room for Counselling and Speech Therapy, the latter is a new service
offered here which has been possible due to the new build; these are sited on the
first floor and are accessible by the disabled as there is a lift on site. The surgery
serves a registered population of approximately six thousand patients and we have
four partners working in the practice. We consider ourselves to be a progressive
practice seeking to achieve and maintain our standards of patient care.
We aim to give a high quality service that is appropriate to your needs; this leaflet
tells you about our services and some of the standards of service we aim to achieve.
The Doctors
Dr Christopher N Corbyn
Regular days of work:
Dr Susan E Huggard
Regular days of work:
Dr Kirsten J Bolsher
Regular days of work:
Dr Kerrie Wilkins
Regular days of work:
(Male) MB ChB (Sheffield 1978) Family Planning
Certificate
Monday, Tuesday, Wednesday, Friday
(Female) MB ChB (Manchester 1983) DRCOG, Family
Planning Certificate, DFSRH 2011
Monday, Thursday
(Female) MB ChB (Leicester 1993) MRCGP, Family
Planning Certificate
Tuesday, Thursday, Friday
(Female) MB BS (Newcastle 1995) DRCOG Family
Planning Certificate
Monday, Tuesday, Wednesday
The days of work given above are the doctor’s regular days, but these may be
subject to change due to annual leave or sickness.
Practice Manager: Mrs Julie Moyes
Practice Nurse: Mrs Viv Bower, RGN, working Monday, Tuesday, Wednesday
Health Care Assistant: Mrs Lisa Corbett, Mr Jay Wheatley, temporary cover
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Phlebotomist: Mrs Caroline Valentine
Reception/Administration Team: Mrs Cheryl Murray, Data/IT Manager, Miss Sharon
Ridgwell, Reception Manager, Miss Alison Rose, Ms Linda Harrison, Miss Claire
Vincent, Mrs Susan Ashford, Miss Vickie Simpson.
Relief Receptionist: Mrs Brenda Parsons
Apprentice Receptionist/Administrator: Miss Leanne Gilby
Secretarial Support: Mrs Claire Kerry, Mrs Caroline Valentine
THE PRIMARY CARE TEAM
Practice Manager - will deal with any general problem you may have regarding the
services we provide.
Reception Staff - they will organise your appointments. The reception team prides
itself in being courteous and will try and help you wherever possible. The
receptionists have a responsible job and they often work under a great deal of
pressure, so please allow for this. Anything you tell them will be treated in absolute
confidence, if you are unsure whether to consult your doctor, nurse, or health visitor
etc, the reception staff will be able to advise you. If you are in doubt about anything,
ask the receptionist. If she does not know the answer she will ask someone who
does. Please help her to help you!
Practice Nurse, Monday – Wednesday, provides nursing attention for dressings,
removal of sutures, vaccinations and immunisations, travel medicine, cervical
smears, health promotion, new patient checks and chronic disease management
clinics.
HCA Treatment Room – provides attention for dressings, removal of sutures, health
promotion, new patient checks, venepuncture, blood pressure, Hypertension
monitoring, ECG’s etc
Phlebotomist/HCA – we provide a service for taking blood tests so that on the vast
majority of occasions patients can have their blood tests done very shortly after
seeing a doctor, negating the need for returning another day with another
appointment. The phlebotomist has also been trained in taking blood pressure and
carrying out ECG’s.
These all being as instructed by the doctor.
Community Nursing Team - carrying out treatment within your home environment.
Offer expert nursing care in the home, including assessment of your needs, coordinating care to fulfil those needs, advice and support on any matter of concern to
patients and carers. They take referrals from the hospital, GP’s and other agencies.
They can be contacted on 01623 791035 between 8.30am and 5pm, Monday Friday.
Midwives - provide maternity services. They are involved in antenatal and postnatal
care, offering support and education and helping mothers and their partners prepare
for parenthood.
Health Visitors - are registered nurses who have undergone further training in health
education and promotion and they can offer support and advice on a different range
of health issues. The child health clinic they hold gives parents the opportunity to
discuss issues in relation to the health and development of their child. If some
parents are unable to attend the child health clinic and have particular concerns
regarding their children then home visits can be arranged.
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Updated February 2015
Accessing our Services
Consulting times by Appointment (Surgery hours may vary)
Monday
Tuesday
Wednesday* **
Thursday
Friday
8.30-11.30am
8.30-11.30am
8.30-11.30am
8.30-11.30am
8.30-11.30am
1.30-3.30pm
1.30-3.30pm
1.30-3.30pm
1.30-3.30pm
1.30-3.30pm
3.30-6pm
3.30-6pm
3.30-6pm
3.30-6pm
3.30-6pm
*We are closed certain Wednesday afternoons for protected learning time from
12.15pm; this is advised via prescriptions, Jayex board and Posters.
** The nurse will start at 8am on Wednesday morning.
HOW TO REGISTER WITH THE PRACTICE
You may register with the practice if you live within our practice boundary, you will be
asked to produce your medical card, or alternatively, to fill in a form for each member
of the family. You can specify a preferred GP but must appreciate this would be
subject to availability. At the time of registration you will be invited to come to the
surgery for a registration medical, this will give us information on your present
medical condition while we await the arrival of your records from your previous GP.
Please bring proof of address, ie utility bill etc, also for children 7 years and under
please bring the Red Book when registering in order that we can record their
immunisations. Registration Form available on line.
APPOINTMENTS TO SEE THE DOCTOR
Patients are seen by appointment only. Our aim is for you to be seen by the doctor
within 48 hours to meet NHS guidelines whether your appointment is urgent or not.
A limited number of GP appointments are available to pre-book when posted on the
computer, others become available on the day. If the pre-bookable appointments
have been taken then you may be advised to telephone the practice at 8.30am, or
come down to surgery, when you may be given an appointment for that morning or
given the opportunity to pre-book if non-urgent within the next few days. If your call is
urgent you may be put through to the on-call doctor who will either give you advice
over the telephone or make arrangements to see you as soon as possible in the
surgery. Appointments are for one person only. If you come to the surgery for 8.30am
you should collect a number from the counter and you will be called in turn. This only
applies before 8.30am. From 16th December 2014 there will be a limited number of
appointments available to book on line at www.rainworthsurgery.co.uk you will need
to have a User name and Password created before you are able to log on to do this.
Appointments are 10 minutes in length and we would aim to see you within 30
minutes of your appointment time, however, please bear in mind that delays can
happen, for example a doctor may be called out of the surgery to attend an
emergency, if this happens we will endeavour to give an explanation and offer an
alternative appointment if you choose not to wait.
If you are unable to keep an appointment please let us know as soon as
possible, this will allow us to offer it to someone else who may be in pain. You
can cancel appointments by ringing the surgery, or cancel on the surgery website:
www.rainworthsurgery.co.uk, please speak to the receptionist to set up a User name
and Password for you. We lose approximately 3 days per month of doctor’s surgery
time by patients failing to turn up or cancel an appointment.
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Emergency appointments will be allocated as need dictates, in the afternoon it is the
duty doctor, and you may not be able to see the doctor of your choice.
APPOINTMENTS TO SEE THE NURSE
Appointments with the practice nurse are at 10-minute intervals.
The practice nurse runs the following clinics: childhood immunisations – you must
bring the Red Book, routine adult injections, cervical cytology, chronic obstructive
airways disease, asthma, diabetes, heart monitoring, stroke, well person, new patient
checks, over 75 assessment and travel health advice – the length of these
appointments is tailored to the clinic.
Please telephone reception and they will be happy to book you an appropriate
appointment.
CHAPERONE POLICY
You can always have a relative or friend with you when you see your GP or Nurse;
you can also ask the practice to provide a chaperone. If you would like a chaperone
present please ask the receptionist when you make an appointment to see your GP
or Nurse and the practice will try and arrange one.
YOUR MEDICAL RECORDS
The practice uses computers for record storage, repeat prescribing and preventative
care. Please note we are a paperlite practice and do not use paper notes during
consultation, we are in the process of summarising all patient’s medical information
onto the computer in strict adherence to NHS guidelines. Your medical record may
be utilised in audits undertaken in the surgery, this is mostly to provide information as
to where we, as a practice, stand against national targets for provision or uptake of
services, any outgoing audits are anonymised – we are the only ones to know the
patients names selected. Audit is a means of checking the electronic summaries of
new patient records for: allergies, immunisations, operations, conditions, and special
information etc to see that it has been correctly entered to enable the doctor to have
an informed record of a patient they do not yet know. Also for example audits are
electronic stretched searches to determine the number of diabetic patients for
example, insulin dependent or not, or asthmatic patients who have not had an
asthma check in the last year, these will form part of a register within the practice in
order that we can eventually call and recall those patients for their review as a matter
of course.
CONFIDENTIALITY
Confidentiality is a condition of employment and written into our staff contract, we
provide a confidential service to all our patients including under 16’s. The only time
we might have to consider passing information on without your permission is to
protect you, or someone else, from harm. We would always try to discuss this first –
please ensure we have your correct telephone number. All staff are duty bound
to maintain confidentiality at the risk of dismissal. If you are ringing on behalf of
another patient for information the reception staff will ask for consent from the
patient, verbal over the telephone will be accepted as long as the staff can hear it. If
this is ongoing the patient will be asked to put their consent in writing for our records.
Please be assured we will not release information regarding you to external sources,
including mortgage or insurance companies, without your signed form of consent. All
data held is strictly confidential under the terms of the data protection act.
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Updated February 2015
Your records are not sent out of the practice until such time as you leave and they
are requested by NHS Shared Business Services, East Midlands, Medical Records
Department, in order for them to be forwarded to your new practice. This is done by
secure courier.
GP Extraction System – Care.Data
The way that data is used in the NHS to plan healthcare is changing. From
autumn, data will be taken securely from practice IT systems so that the NHS
plan and improve services for all patients. To find out more about this change
can read this Patient Information Leaflet and for more detailed information you
also read the answers to these FAQS.
this
can
you
can
Care.Data is used for: Gathering information form Patient records for purposes
OTHER than your direct care eg Research.
Medical staff in all settings will not have access to this data but organisations outside
of the NHS, such as Universities and Commercial organisations will. By law we have
no choice but to allow the Care.Data Body to extract this information.
However, as an individual you can instruct to prohibit the transfer of your data. To do
this you will need to sign the relevant dissent form so that your instructions are
recorded.
NOTE: Your decision can be changed at any time.
Summary Care Records
A new way of caring for you in an emergency, others can see it if they care for you
too – it is your right to choose whether to have or not to have a Summary Care
Record. You may have already received letters asking if you wish to have this
created.
A Summary Care Record is electronic, meaning that other Healthcare staff involved
in directly caring for you are able to see it. They will only see the information they
need to do their job and their details will be recorded.
If you decide to have a Summary Care Record it will contain important information
about any medicines you are taking, any allergies you suffer from and any bad
reactions to medicines you have had.
Giving healthcare staff access to this information can prevent mistakes being made
when caring for you in an emergency, when your GP practice is closed or when you
are away from home in another part of England.
Your Summary Care Record will also include your name, address, date of birth and
your unique NHS number to help identify you correctly.
You may want to add other details about your care to your Summary Care Record.
This will only happen if you ask for the information to be included. You should
discuss your wishes with the healthcare staff treating you.
Summary Care Records for patients at this practice will begin on 29th August 2012,
with letters having been sent out from the beginning of the year. The completed
forms for those who have opted out have been returned to the practice and coded
appropriately on the computer system. A Summary Care Record will be created
automatically for you unless you have completed an opt-out form.
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Children will automatically have a Summary Care Record made for them. If you do
not want your child to have a Summary Care Record you will need to fill out an optout form on behalf of your child and return it to your child’s GP practice. In some
circumstances your GP may feel it is in your child’s best interests to have a Summary
Care Record. For example, if your child has a serious allergy that healthcare staff
treating your child should know about.
You can change your mind at any time. Please speak to a receptionist.
If you choose after we have made your Summary Care Record that you do not want
it – please speak to a receptionist.
If you do not want a Summary Care Record an opt-out form is available at reception,
or you can download one at www.nhscarerecords.nhs.uk/options. Once you have
completed the opt-out form please return it to reception.
If you require any further information please ask a receptionist.
For more information about Summary Care Records and your choices phone the
Summary Care Record Information line on: 0300 123 3020.
SHARING OF ELECTRONIC PATIENT RECORD
This is used for Sharing Information between care services providing care for you eg
GP / District Nurses / Podiatry.
It only applies where services use SystmOne Computer System.
Eg: Say you are receiving care from all of the above, you want the GP and DN to
share information with each other and you want both of them to know your progress
with the Podiatrist, BUT you don’t want the Podiatrist to see any details recorded by
the other 2.
You can choose NOT to share your electronic record with other services and if so will
need to sign the relevant form for this to be recorded in your record.
NOTE: Your decision can be changed at any time.
OUT OF HOURS SERVICE
After 6.00pm each evening and up to 8.00am the following morning, weekends and
bank holidays the practice is closed. Please call 111.
You will be required to provide full information about your problem and once triaged
your information may be passed to CNCS for a call back, you may possibly be asked
to attend at Primary Care 24, situated on the Kings Mill site, if this is deemed
appropriate, or in extreme circumstances a home visit may be arranged. If you feel
unwell out of hours your first contact should be 111.
You should not go to A&E unless it is a more serious emergency ie broken
bones, severe chest pain, etc.
HOME VISITING GUIDELINES
In order to ensure that the best use is made of your GP services please attend the
surgery whenever possible. If you need advice, you can contact.
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Updated February 2015
GP visit recommended:
o The terminally ill.
o The truly housebound patient for who travel to premises by car would cause
deterioration in their medical condition.
GP visit may be useful:
o Following a conversation with a health professional, it may be agreed that a
seriously ill patient may be helped by a GP’s visit.
GP visit is not usual:
o Heart Attack – severe crushing chest pain. The best approach is to call an
emergency ambulance. DIAL 999.
o Common symptoms of childhood: fevers, cold, cough, earache, headache,
diarrhoea/vomiting and most cases of abdominal pain. These patients are
usually well enough to travel to the surgery. It is not harmful to take a child
with a fever outside.
o Adults with common problems, such as cough, sore throat, influenza, general
malaise, back pain and abdominal pain are also readily transportable to the
doctor’s surgery.
o Transport arrangements are the responsibility of the patients or their carers.
If you would like to request a home visit please telephone the surgery on 01623
794293, giving as much information as possible so the doctor can evaluate the
urgency of the call. Please make your call as early as possible after 8.30am and
note that any requests for home visits should be made before 10.30am.
The doctor can see at least 3 patients in the time taken to do a home visit as each
visit takes four to five times as long as a surgery consultation. Home visits, therefore,
are reserved for the elderly, the housebound and those deemed by the doctor too ill
to attend surgery.
REPEAT PRESCRIPTIONS
How Do I Order A Repeat Prescription?
You can order on the surgery website: www.rainworthsurgery.co.uk – you will need to
have a User name and Password created before you are able to log on to do this.
Please contact reception – it is very easy.
Use the prescription-ordering box in reception to post your order, please order all
required items together. Prescriptions will be ready for collection after 4pm the
following day.
We are only able to take telephone requests from housebound patients, these should
be rung through between 10am-12.15pm, Monday – Friday on 01623 794293, select
Option 2 and leave your message. Please ensure that you have all the relevant
information necessary to order your repeat prescription.
The local chemists have prescription ordering and collection services – please
arrange with them if you wish to take advantage of this. This does take slightly
longer, you should allow 48 hours to collect from the chemist.
Electronic Prescribing
You can now have your prescriptions sent electronically to a pharmacy of your
choice. You don't need to come to the practice to collect your repeat prescription,
saving you lots of time. Your prescription will be ready for collection in 48 hours; your
prescription will be sent directly to your nominated pharmacy. Please allow 24 hours
for the pharmacy to process the request. If you want to sign up just ask your
pharmacist or ask a member of staff.
Updated February 2015
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REFERRALS, LETTERS AND REPORTS
When your doctor has referred you to a hospital department he/she will usually send
the letter directly to the consultant, however, if the appointment is urgent or is a
private appointment you will be asked to collect a letter at the reception desk to take
with you when you attend the clinic.
For those patients with Private Medical insurance please tell the doctor as you may
wish to arrange a Private Referral.
Some examinations and reports are not covered by the National Health Service and
a fee will be payable. A list of standard British Medical Association fees is available
from reception; please ask if you are not sure.
MINOR SURGERY
Many small ‘lumps and bumps’ are surgically treatable at the practice. Please make
an appointment with the doctor for an initial diagnosis to be made; following this a
further appointment will be made with a doctor and nurse for this to be carried out.
TEST RESULTS
You are advised to find out the results of any tests you may have had by calling at
reception personally, or telephoning, after 2pm each day, the receptionist will ask
your date of birth, or address, in order to confirm your identity. The results are
disclosed only to the person concerned, or a child’s parent or legal guardian.
TRAVEL ADVICE
Our practice nurse will advise with regard to travel requirements and will administer
any vaccinations which may be necessary. A fee may be payable for some of these,
please ask at reception. This is not a Travel Clinic and if you are planning a detailed
travel itinerary you would be advised to contact a more specialised clinic.
CHRONIC DISEASE MANAGEMENT CLINICS
The practice nurse manages such illnesses as asthma, chronic obstructive airways
disease, diabetes, hypertension, heart and stroke clinics. The nurse is also available
for dietary advice, monitoring weight loss and help with stopping smoking.
For patients with COPD a service has been developed by the Met Office called
Healthy Outlook for COPD, this is being provided by the NCC within the Primary
Care Centre and was developed for those living with Chronic Obstructive Pulmonary
Disease. There is a sign up cost of £29 per year for non-Co-op Members and £19 for
Co-op Members. Every week the Met Office provides a COPD risk forecast for the
week ahead. When conditions in the environment are expected to increase the risk
of your symptoms becoming worse you will be alerted and reminded of the
precautionary steps you should take by an automated pre-recorded message
informing you of the potential risk of your symptoms worsening and reminding you of
the steps you should take to protect yourself. Packs are available from the NCC.
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Updated February 2015
HEALTH PROMOTION CLINICS
It is our policy to encourage prevention of illness and we invite patients to come for
health checks. The practice nurses runs these clinics and they are by appointment
only, please ask at reception for details.
ANTENATAL CLINIC
Antenatal clinics are held every Thursday afternoon, run by the community midwife,
through an appointment system. The midwife takes care of you through the
pregnancy and provides care before, during and after childbirth. The first antenatal
clinic attendance requires a longer time than an average consultation so a special
appointment for the first time must be made, the receptionist will be able to help you
there. Pregnancy tests are available at the chemist - an early morning sample of
urine is required. These tests are not normally carried out by the National Health
Service unless there is a medical reason. If the test is positive please make an
appointment to see the midwife at approximately 8-9 weeks in order to arrange the
first blood tests at approximately 9 weeks.
BABY CLINIC
The health visitors and community paediatric nurse offer health care to parents and
babies at Baby Clinic every 2nd and 4th Tuesday of the month at Rainworth Children
Centre, Rainworth Water Road, 1.30pm – 3pm. They will also arrange parentcraft
and postnatal sessions and hearing assessments. Contact Health Visitor Kim Oram
01623 791051, or Jackie Caunt on 01623 791052.
PIP GROUP
The practices patient participation group – Patients In Practice, meeting every 2/3
months, in the summer months it may be an early evening meeting and in the winter
months it is an afternoon meeting. There is a Notice board in the entrance – please
take time to look and see what items are on the board as you enter and leave the
building, also the board in the front of the waiting room along with a suggestion box.
Check out the website for the results of the Patient Survey, or to take part in any
current survey (carried out ad hoc).
If you are interested in joining the group please contact Yvonne Purdy, Secretary, on
01623 472252, or Lynn Hall, Chair, on 01623 468460. If you would like to be involved
but are unable to get to meetings perhaps you would be interested in joining a ‘Virtual
Patient Group’ via email? Please complete the ‘Contact Form’ on the surgery Web
Site and return it to the Surgery.
SELF HELP FOR MINOR AILMENTS
COLDS:
These are caused by a virus infection for which there is no known cure; antibiotics
have no effect. Symptoms are troublesome but, in normally healthy people, not
dangerous and include fatigue, high temperature, runny nose, sneezing and often
including sore throat and cough. Symptoms may last for a week or longer and
treatment includes drinking plenty of fluids, rest and, if you have a headache or high
temperature, taking regular paracetamol (Calpol or Disprol for children).
COUGHS:
Most coughs, particularly in children, are caused by viral infections and antibiotics are
unhelpful. Most seem to get worse at night. Drinking plenty of fluids helps. Cough
Updated February 2015
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mixtures are often unhelpful. Paracetamol should be taken if there is a high
temperature. Most will settle in about a week; however, if they do not or there is
difficulty breathing; large amounts of phlegm being coughed up or the patient appear
generally unwell, the doctor should be consulted.
SORE THROATS:
The majority again are caused by a virus infection and only about one in ten people
will require antibiotics. The most effective treatment is gargling with soluble aspirin
(provided you are not allergic to this or taking medicine that interacts with it).
Symptoms usually last for about five days and might be accompanied by a high
temperature. See your doctor if symptoms persist or are severe.
INFLUENZA (‘FLU’):
This is a virus infection that causes a high temperature with sweating, shivering
severe fatigue, headache, and often generalised aching. Some people might also
experience vomiting. Rest (in a cool room), drinking plenty of fluids and taking
regular paracetamol are essential. Most of the symptoms will subside after about
seven days, but the fatigue might persist for a week or two after. The illness is
extremely uncomfortable but, in the majority of people, not serious.
DIARRHOEA AND VOMITING:
Again, this is usually caused by a viral infection. Adults and children should take
plenty of fluids preferably with one of the oral rehydration powders – Dioralyte,
Rehidrat or Electrolade – to avoid dehydration. Kaolin and morphine and similar
preparations are not recommended. Consult your doctor if the diarrhoea does not
appear to be settling after three or four days. Babies in particular can become
dehydrated quite rapidly if diarrhoea and/or vomiting persist and advice should be
sought within the first 12-24 hours.
HIGH TEMPERATURE:
Many illnesses can cause a high temperature including those mentioned above.
Adults should take paracetamol or aspirin (unless you have been told to avoid
aspirin), drink plenty of cool fluids and keep clothing and room temperature to a
minimum until symptoms subside. Children should take paracetamol (this includes
Calpol and Disprol), clothing removed and the room temperature reduced as far as
possible. If the temperature still remains high, dab the child’s body with a sponge
soaked in tepid (not cold) water.
OUR PATIENTS CHARTER
Our practice is committed to providing you and your family with quality health care.
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You will be treated in a friendly and courteous manner by all our staff.
You can expect confidentiality to be maintained at all times.
We aim to see patients within 30 minutes of their scheduled appointment and
if this is not possible you will be informed of any delays.
You can expect to be given an urgent appointment with an unspecified doctor
within 24 hours of the request and you should be able to see a doctor for a
routine appointment with 48 hours.
We offer free health promotion services.
All children are offered immunisations.
Annual health checks are available to those over 75.
Cervical smears are recommended every five years and a reminder is sent to
eligible women.
We will provide training for all our staff to improve our services to you.
If you require a chaperone present during your consultation please inform the
receptionist when you attend for your appointment.
Updated February 2015
PATIENTS HAVE RESPONSIBILITIES TOO….
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Please keep your appointment, if you are unable to attend please let us know
as soon as possible.
Do make more than one appointment, if more than one patient needs to be
seen, when you come to the surgery.
Please remember that a prescription is not always necessary with every
consultation.
Please request out of hour’s home visits for Emergencies only and routine
home visits for those that are too ill to come to the surgery.
If you are unwell out of hours you should contact the appropriate
service ie NHS 111 before going to A&E.
Please be patient with the receptionists. They are doing their best and are
only following the doctor’s instructions.
You have a responsibility to look after your own health, exercise regularly,
have a healthy lifestyle and watch your diet. Please ask the doctors or
practice nurse for advice.
ADDITIONAL INFORMATION
Car Parking: The Primary Care Centre has a patient/visitor car park which has a
number of disabled parking spaces in front of the Chemist, these should be kept
free at all times for those eligible to use them. When there are no spaces in the
car park and the waiting room is empty it causes patients to wonder why – often this
is because there are a number of visitors to the site attending meetings.
The centre has meeting rooms which may be in use throughout the day making the
car park extremely busy. We do apologise for any inconvenience and hope that you
will bear with us. If the car park is full and you need to park on the road please make
sure you do not cause a safety hazard or obstruct visibility. We have approached the
County Council to ask if they could put yellow lines down but they are unable to do
so.
Entrance: The entrance to the building is automatic with doors which open outwards
– please be aware of this.
Toilet Facilities: All toilets are both Unisex and Disabled friendly.
Animals: Patients are reminded that no pets (other than guide dogs) are permitted in
or on the premises.
Mobile Phones: When in the surgery please ensure that your mobile phone is
switched off. This is especially important during your consultation with the doctor or
practice nurse.
Loop System: A Loop System pad is available from Reception; please ask if you
need it taking into a consultation with either doctor or nurse.
Medical Records Access: This practice follows current legislation with regard to
patient access to records, Data Protection Act and other confidentiality matters. Your
medical records do not belong to you but to the Secretary of State for Health. In
reality the responsibility for your records is passed down to the various health bodies
which produce and store your records. The Data Protection Act allows you to ask to
see any records containing information about you; this includes your medical records.
If you want to see your records you will need to put your request in writing, you do
not have to say why you want to see your records, however you should say if you
plan to take legal action based on the contents. Once you have requested, in writing,
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to view your records then a convenient time and date will be arranged. If you would
like help to access or view your records you can ask the local Patient Advice and
Liaison Service (PALS) to help you. If your doctor feels it would be upsetting or
adversely affect your mental health, you may be refused access until you can
demonstrate you have put in place the necessary support systems. You may be
charged a maximum of £10 to view your records in the practice; this is to cover
staffing and administration purposes. If you require further information please contact
the Practice Manager. Please be aware that medical information may be used for
audit purposes. If you do not wish this to happen please notify a member of the
reception team.
Your Rights to Information: The Freedom of Information Act 2000 (FOIA) was passed
on 20 November 2000. Under the Act it gives members of the public the right to know
how public services are organised and run and how much they cost. This information
is set out in a publication scheme.
From 1 January 2005 General Practice must respond to requests about information it
holds. However, the request will have to satisfy a number of conditions. For further
information contact the Practice Manager.
Zero Tolerance: This practice operates a Zero Tolerance Policy which sets out how
the practice deals with violence and aggression; we do not tolerate abuse, violence
or aggression towards our staff.
Equality and Diversity Policy: This practice is committed to equality opportunity for all
staff and patients regardless of age, race, gender, disability, faith, sexual orientation
or any other grounds. Applying equally to the treatment of patients, other agencies,
professionals and other people who have contact with the practice. We expect that
all patients and staff are treated with Dignity and Respect when on practice premises.
Smoke Free Policy: The practice upholds the CHP Smoke Free Policy applicable for
the Rainworth Primary Care Centre site. There is clear no smoking signage both
externally and internally within the premises, also at the vehicular and pedestrian
access points onto our site.
SUGGESTION/COMMENT BOX
The practice has a Suggestion/Complaints Box in the Waiting Room which is
monitored daily (when the script box is emptied). These are reviewed and dealt with
accordingly. The practice is always happy to receive constructive suggestions.
PRACTICE COMPLAINTS PROCEDURE
We care about what you think and are happy to receive your views on the service
that we provide. We welcome complaints; they help us to improve the service we
give to patients. Your comments will be totally confidential and there is no need to
give your name and address unless you would like a response.
The practice operates an in-house complaints procedure. In the first instance please
contact the practice manager by letter, telephone or in person, so your complaint can
be investigated and dealt with quickly. It is our policy to give you a full explanation
and advise you of the outcome.
If we are unable to resolve the problems you may wish to contact someone
independent. PALS (Patient Advice and Liaison Service) can be contacted for
information, support or advice about local health services: they can also help you
with Compliments, Comments, Concerns and Complaints. If PALS cannot help
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Updated February 2015
resolve your concerns they will advise you how to make a complaint. Alternatively,
you can write to:
NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 2233 (Mon-Fri 8am-6pm excluding Bank Holidays)
Email: [email protected]
IS THERE A TIME LIMIT? Yes. The time limits are set by the NHS and are as
follows:
Within 12 months of the date of the incident that caused the problem or within 12
months of becoming aware of the incident.
Please remember, the quicker you complain, the easier it will be to investigate the
facts.
USEFUL CONTACT INFORMATION
Derbyshire and Nottinghamshire Area Team
NHS England
Birch House
Ransom Wood Business Park
Southwell Road West
Rainworth
Nottinghamshire
NG21 0HJ
Telephone: 0300 300 1234
www.england.nhs.uk
NHS 111
Call 24 hours on
Telephone: 111
Textphone: 18001 111
www.nhs.uk/111
Out of Hours
NHS 111 – 111
If you need to be seen they will refer you on to:
Central Nottinghamshire Clinical Services (CNCS)
Primary Care 24
Kings Mill Hospital
Sutton-in-Ashfield
NG17 4JL
NHS Emergency Dental Treatment:
NHS England Local Area Team
Derbyshire & Nottinghamshire
0300 300 1234
or
NHS 111
PALS
Newark & Sherwood CVS
67 Northgate
Updated February 2015
15
Newark
Nottinghamshire
NG24 1HD
Telephone: 0800 028 3693, Option 1
Monday – Friday 9am – 5pm
NHS Complaints Advocacy Service
POhWER
0300 020 0093
(charged at local rate)
The Commission for Patient and Public Involvement in Health (CPPIH) Patient and
Public Involvement forums
www.cppih.org
Patient Advice and Liaison Services (PALS)
www.doh.gov.uk/patientadviceandliaisonservices
NHS Complaints Advocacy Service
POhWER – advocacy, making your voice heard. POhWER is a charity and
membership organisation providing information, advice, support and advocacy to
people who experience disability, vulnerability, distress and social exclusion.
http://www.pohwer.net/
PRACTICE AREA
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Updated February 2015