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«OR Practice Addresses Main surgery Address (from 4th Aug 2014) Aspen Centre, Horton Road, ...»

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www.heathvillesurgery.co.uk

OR

www.aspencentre.co.uk

Practice Addresses

Main surgery Address (from 4th Aug 2014)

Aspen Centre, Horton Road, Gloucester, GL1 3PX.

Tel: 01452 528299 Fax: 01452 307151

Branch Surgery Address

38 Warwick Avenue, Tuffley, Gloucester, GL4 0SL.

Tel: 01452522959 Fax: 01452 410758

Main Surgery Opening Times

Heathville Medical, Aspen Centre:

Monday, Tuesday, Wednesday, Friday 08.30 am – 18.00pm

Thursday 08.30 am – 20.00pm Late night Thursday for pre-booked appointments only.

(No closure at lunchtimes) Warwick Avenue Branch Opening Times Monday, Tuesday, Wednesday 08.30am – 17.00pm Thursday & Friday 08.30 – 14.30pm.

(No closure at lunchtimes) Please Note: Both surgeries will be closed on one afternoon each month for Doctor and staff training.

EMERGENCY OUT OF HOURS

TELEPHONE NUMBER 111 Who’s Who?

The practice team There are many people in the team including Doctors, Practice and Community Nurses, Health Visitors, Midwives, Receptionists, Administrative Staff, Prescribing Support Staff and Management. Everyone is committed to helping you and providing the best service possible.

We are happy to listen to ideas and suggestions that will help improve our service.

Speaking to the Practice Manager, writing or leaving feedback on our website are possible ways of letting us have your comments.

GP’s Dr Rhys Watkins MBBS DRCOG MRCGP (London 1979 Dr Nick Gilbert MBChB DRCOG MRCGP (Birmingham 1985) Dr Andy Seymour MBBS MRCGP DMJ (London 1987) Dr Sarah Richards MBChB (Sheffield 1988) Dr Rachel Khalid MBBS MRCGP DFFP (London 1998) Dr Andrew Ellis Dr Susan Amroliwala MBChB DRCOG (Manchester 1980) Dr Alyson VandenBroek Dr Reita Kanan Practice Manager Mrs Clare Barnfield Practice Nurses Our team of 3 Registered General Nurses are available by appointment for many services, including contraception advice, emergency contraception, cervical smear tests, removal of stitches, injections, blood pressure tests, travel advice and vaccination, childhood immunisations, dressings, asthma, COPD checks, heart disease; stroke and diabetes monitoring.

Health Care Assistant/Phlebotomy Team Our health care assistant has been fully trained to take blood, carry out ECGs, blood pressure and new patient health checks. Vascular Screening checks, removal of sutures and shortly immunisations.

Receptionists We have a team of 7 receptionists who are usually your first point of contact for you.

They have a lot of information to hand and in most cases will be able to deal with your enquiry. Anything discussed with the reception team is treated in strict confidence.

Management/administration and Support Staff We have a number of staff who work behind the scenes.

Mrs V Bassett – Practice Administrator and Finance Mrs J Gregory – Secretary Mrs A Hopkins – Senior Secretary and Complaints Manager Ms V Walsh – Practice Administrator Mrs J Watson – Prescribing Support.

–  –  –

Registration The practice welcomes new patients within its practice boundary. If you move out of the area, we regret that you must then register with another practice.

To register as a patient, you should ask at reception for a registration form or you can visit our website and download the forms required. You will be asked to provide Photographic ID and a utility bill. Newly registered patients are invited to attend a new patient health check.

Teaching In addition to providing personal medical services, the practice has been involved in training doctors to become fully fledged GPs. These Doctors are known as “GP Registrars”. They have several years of hospital experience before they join the practice team. Drs Watkins and Khalid are qualified as trainers.

The Doctors fully understand that some patients may prefer not to have another doctor present or their consultation recorded and will respect the wishes of the patient at all times.

The practice also teaches medical students on behalf of medical schools locally.

If the GP you are seeing has a medical student in surgery with them and you have no objection to the medical trainee being present, you will be asked to complete a consent form to this effect. Please inform the receptionist if you would rather not have the trainee at your consultation.

Services Offered by the Practice In addition to the general management of medical conditions, we provide health promotion advice, emergency care if appropriate and referral for other services.

1. Cervical Screening

2. Family Planning Services

3. Maternity Services

4. Minor Surgery Procedures

5. Child Immunisations

6. Travel Vaccinations

7. Weight Management NON NHS Services Patients should be aware that fees may be charged for services not covered by the NHS (e.g. private certificates, reports supporting private health insurance claims and other non-NHS medical reports).

Medical reports and examinations for life insurance are usually paid for by the insurance company requesting the examination.

Fees may be charged for services for other special purposes such as:

 HGV and PSV Licences (only for our registered patients)  Elderly Drivers  Fitness to Travel  Fitness to drive  Private Sick Notes  Holiday Cancellation forms  Private Prescriptions  Some Immunisations The fee scale is recommended by the BMA and details are available on a poster in the waiting rooms or at Reception.





Appointments All urgent cases will be seen the same day.

For non-urgent problems, our receptionists will offer you the soonest available appointment or your preferred day, up to six weeks ahead.

If the doctor you wish to see is unavailable on that day, you will be offered an appointment with another doctor.

Telephone appointments are available for those who have a problem or query that does not require a face-to-face consultation.

Due to the confined nature of our premises at 38, Warwick Avenue in Tuffley, there are a limited number of appointments at that site and, sometimes, we may ask you to attend our main surgery at Aspen Centre, Horton Road, instead.

Please note: Doctors’ appointments are generally ten minutes, in order that they can see the large number of people who need them. Consequently, the doctors may not be able to manage long lists of problems and you may need to prioritise and make another appointment if necessary.

It is also worth noting that our nurse practitioner is trained in treating minor illnesses and the nurses are also able to offer contraception, HRT checks, and smoking advice/prescriptions and travel vaccination advice.

Let us know if more than one person in the family needs to be seen. We can give you a longer appointment if necessary.

We try and enable patients to see the doctor of their choice and in most instances this will be possible. However, there may be times when you cannot obtain an appointment with your first choice of doctor because he/she is already fully booked, or away. This is not ideal but we like to think that all of our doctors and nurses will provide you with a first class service.

We conduct regular and detailed patient satisfaction surveys.

We realize that no appointments system is perfect but we have found that our ability to see patients quickly is necessary and very popular and we hope that you find it helpful and convenient.

HOW YOU CAN HELP US:

Be on time for your appointment.

Tell us if you need to cancel.

Call for a home visit or urgent appointment before 10.00am.

People with disabilities Our premises have suitable access for people with disabilities and parking is available.

Did you know you can now book an appointment online? Visit www.heathvillesurgery.co.uk.

–  –  –

Patients are generally seen at the surgery, but between the hours of 8.00am and 6.30pm patients may be seen at home if the Doctor considers a home visit necessary. A doctor may ring you before a visit to establish the urgency.Please call before 10.00am to request a home visit to help in the planning of the GPs visits after morning surgery.

Out Of Hours On weekdays between the hours of 6.30pm and 8.00am,all day and night at weekends and on bank holidays, services are commissioned by the NHS 111 service assisted by the Out of Hours Service.

If you need urgent medical treatment that cannot wait until the surgery re-opens, please ring 111 to be connected to the NHS 111 service. This service is free from both landlines and mobile phones. The Out of Hours service is based next to the Accident and Emergency Department at Gloucester Royal Hospital.

Repeat Prescriptions We operate a repeat prescription service – there are several ways you can let us have you request. We do not take requests over the telephone. Please allow 48 hours before you collect.

1. By visiting the surgery and completing a form at Reception, or by bringing your tear off repeat list, indicating the items you require.

2. By logging on to www.heathvillesurgery.co.uk and registering with Patient Access.

3. By faxing the request on 01452 307151.

4. By writing to the surgery and enclosing a stamped addressed envelope.

Test Results Results of tests are only given by our secretarial staff and, therefore, you will need to ring between 10.30am - 12.30pm Monday – Friday and ask to speak to your doctors' secretary.

The time in which results come back can vary. Below is a guideline, but can change depending on type of result and if these have to be sent off to a laboratory outside our area.

 Blood results: 5-7 working days  X-rays: (requested by GP) Approx. 3 weeks  Swabs: 2-3 weeks (can take longer if sent away)  Cervical smear: 2 weeks approx.

 Ultrasound, MRI scans, Cardiology reports etc. can take a lot longer.

Please do remember that neither the reception staff nor the doctors are able to discuss your results with a member of your family without your permission. This also means that we cannot discuss with you the results of any other member of your family, unless they have provided us with written permission to do so.

Patient Rights

Patients have the right:

· To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

· To access NHS services and not be refused access on unreasonable grounds.

· To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.

· In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.

· Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.

· To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.

· To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

· To be treated with dignity and respect, in accordance with their human rights.

· To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.

· To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.

· To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.

· To access to their own health records.

· To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.

· To express a preference for using a particular doctor within their GP Practice.

· To make choices about their NHS care and to information to support these choices.

· To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.

· To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.

· To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.

· To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.

· To compensation where they have been harmed by negligent treatment.

Complaints The practice follows the NHS complaints procedure when dealing with complaints. If you have any concerns about our services, please telephone or write to our Complaints Manager, Mrs A Hopkins, who will follow up any concerns appropriately.

Equality and Diversity The Practice aims to promote equality and diversity and value the benefits this brings. It is our aim to ensure that all staff feel valued and have a fair and equitable quality of working life.

Human Rights The Practice is committed to the principles contained in the Human Rights Act. We aim to ensure that our employment policies protect the rights and interests of our staff and ensure that they are treated in a fair, dignified and equitable way when employed at the Practice.

Information Governance Any Practice policy which impacts on or involves the use and disclosure of personal information (patient or employee) must make reference to and ensure that the content of the policy is comparable with the relevant statutory or legal requirement and ethical standards.

Data Protection Act 1998 and the NHS Confidentiality Code of Practice The Data Protection Act (DPA) provides a framework which governs the processing of information that identifies living individuals.



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