ENDLESS STREET DOCTORS’ SURGERY
www.endlessstreetsurgery.org
Main Surgery
72 Endless Street
Salisbury SP1 3UH
Tel. 01722 336441
Fax. 01722 410319
Branch Surgery
Middleton Road
Winterslow, Salisbury SP5 1PQ
Tel. 01980 863853
Fax. 01980 863160
THE PARTNERS
Dr Kerry M O’Connor (Senior Partner)
BSc MB ChB, Bristol 1979
FRCOG, FRCGP, FFSRH
Dr. Judy Walters
MB BS London 1983
DRCOG, MRCGP
Dr Jane Bowden
MB BS Guys London 1992
MRCGP, DRCOG
Dr Nazmul Kamal
MB ChB, Aberdeen 1996
MRCGP
Dr. Fiona Stein
BM BS Nottingham 1982
MRCGP
Dr. Jeremy Howell
B MedSci. MB BChir Cambridge 2002
MRCP, MRCGP, DRCOG
OPENING HOURS
SALISBURY
Mon
Tue
Wed
Thu
Fri
8.00am—7.30pm
7.30am—6.30pm
8.00am—6.30pm
8.00am—6.30pm
8.00am—6.30pm
WINTERSLOW
Mon
Tue
Wed
Thu
Fri
8.15am—4.00pm
9.00am—12.30pm
9.00am—12.30pm
9.00am—12.30pm
8.15am—3.30pm
Extended opening appointments are available on Monday evening until 7.30pm and on
Tuesday morning from 7.30am
Surgeries are run at both sites and appointments can be made by telephoning each surgery directly or
by booking on-line
EMERGENCY OUT OF HOURS (6.30pm - 8.00am)
If you require advice about the management of any problem between these hours or on
Saturdays, Sundays and Bank Holidays please call:
NHS 111 for urgent medical advice at any time.
For medical emergencies and life threatening situations telephone 999.
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THE PRACTICE TEAM
Practice Manager: Mrs Sue Bramley
Our Practice Manager is responsible for the strategic development and overall management of the
practice and its staff. The team includes a Practice Operations Manager, Practice Administrator, IT
Manager, Secretaries, Dispensers, Receptionists and Practice Nurses.
General Practice Registrars—Registrars are fully qualified doctors who join us for one year to
complete their training in General Practice.
Practice Nurse Team
Sister Cathy Richards (Advanced Nurse Practitioner): RGN, BSc. (Hons) ENP/SP, QN
Nurse Katie Howard-Jones: RGN
Nurse Sandy Kirkbride: SEN
Karen Hughes (Health Care Assistant): NVQ Level 3
Elizabeth O’ Connor: Phlebotomist
The practice nurses are available in the surgeries every weekday and offer a wide range of
services including travel vaccinations, wound dressing, stitch removal, injections, dietary advice,
smoking cessation and support, blood tests, cervical smears and health promotion.
DECISION MAKING
As a Partnership, strategic decisions about the running and services offered by the practice are
taken at Partners’ meetings held every 4 - 6 weeks. Decisions are made by majority. A weekly
practice meeting turns those strategies into practice. The organisational structure of the
administrative team, allows team leaders to disseminate information and a regular staff and
patient newsletter keeps everyone updated. The patient newsletter is available on the Practice
website.
TRAINING PRACTICE
The practice is a training practice, and as such has a variety of attached doctors in training and
medical students from Southampton Medical School a from time to time. These trainees benefit
form sitting in on consultations and seeing experienced GPs at work. You may however, prefer for
them not to sit in on your consultation. Please simply advise the receptionist on your arrival if this
is the case.
ATTACHED STAFF
Community Nurses: provide home nursing care and support for those patients who are
housebound and unable to get to the surgery.
Health Visitors: are mainly responsible for families and children under 5 and can be contacted on
Salisbury 01722 331660.
Midwife: Ellen carries out ante natal care in co-operation with the doctors.
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APPOINTMENTS

Plan ahead and book appointments early if possible. We offer appointments up to six
weeks in advance. If you book ahead you will find it easier to get an appointment with the
doctor of your choice. If you are making a follow-up appointment, it is better to make it with
the doctor you saw on your first visit.

Many problems can be conveniently managed by the reception team, such as requests for
sick certification, referral queries and general information.

If you do not need an urgent appointment for that day, please avoid ringing between
8.00am and 10.00am when our lines are busiest. You will get through more easily later on
in the day.

Routine appointments are for dealing with one problem and are for 10 minutes. If your
problem is likely to require more time, please ask the receptionists for a double
appointment – 20 minutes. A doctor may ask you to rebook another appointment if they
cannot deal with all your problems at once. This enables the doctor to adequately plan
treatment, explain the problem and organise any further investigations and is ultimately for
your benefit.
CANCELLING APPOINTMENTS
If you are unable to keep your appointments please telephone the surgery to cancel so that it may
be offered to another patient.
CHANGING APPOINTMENTS AND PERSONAL DETAILS
Occasionally we have to contact you to re-arrange appointments. Please make sure that you
keep us up to date with personal details, addresses and especially home and mobile phone
numbers so that we have the best chance of being able to contact you to do this
TEMPORARY RESIDENTS
We are able to see anyone who is only temporarily resident in our practice area for a maximum of
three months. If you normally live abroad, you will be registered for your stay as a temporary resident.
CHECKING IN
When you arrive at the surgery, please ensure that you check in either with one of the reception team,
or use the self-check in monitor at Endless Street, at the foot of the stairs.
No information is passed to any other organisation without the express and informed consent
of the patient concerned.
HOME VISITS
If you are seriously ill or truly housebound and are unable to come to the surgery, but need to
see a doctor, please ask the receptionists for a home visit. The duty doctor wi ll telephone you
back to discuss your problem and will arrange a home visit if necessary. Please request a
home visit before 11am if at all possible. The doctors cannot guarantee to visit at a specific
time. Home visits are also carried out by District Nurses and Community Matrons.
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TRIAGE AND URGENT APPOINTMENTS
• We offer a triage telephone service every morning and afternoon
• The service is offered for URGENT matters which cannot wait until a routine appointment is
available.
• Our Receptionists may ask you for some detail about the problem, in order to direct your call
to the most appropriate member of staff. Not all enquiries will be answered by the duty
doctor. This is to ensure that they are able to deal with urgent medical problems only.
• If you ring with an urgent medical matter, the Receptionist will take your telephone number
and a GP or Sister Richards will ring you back. Please make sure that you are available on
the number that you leave with the Receptionist.
• If it is necessary, you will be offered an appointment to be seen later in the day. Please
remember that occasionally emergencies do arise and it may be some time later in the
morning when staff are able to call back.
• The triage doctor is NOT available on triage to discuss routine test results, referrals, sick
notes or reports. If your query is about one of these, our Receptionists will be happy to put
you through to the most appropriate member of staff. This is because the GPs need to be
available for URGENT MEDICAL matters.
• Please remember that this is an URGENT MEDICAL service only.
TESTS AND INVESTIGATIONS
If you are advised to have blood tests, these must be done in the morning, so that the hospital
courier can collect them at lunchtime for processing at Salisbury Foundation Trust.
Blood tests can also be done at the Pathology department at the hospital, if this is more
convenient for you. The department is open from 9.00am to 5pm, Monday to Friday.
Our phlebotomist and nurses offer appointments from 7.30am on a Tuesday morni ng, and from
8am on the remaining days of the week.
We will usually have blood test results back one week later. Some do take longer.
FASTING BLOOD TESTS
For fasting sugar (glucose) or cholesterol (lipid) tests, you should have nothing to eat or drink
except water, for 12 - 14 hours beforehand. Have an evening meal, but then nothing but water
until your blood test the next morning. You can take your usual medication unless it is a sugar containing syrup.
Please tell the Receptionist if you need to book a FASTING blood test, if this is what you have
been advised and they will try to make the appointment as early in the morning as possible.
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OTHER TESTS
Results of X-rays, MRI scans and Ultrasound tests done at Salisbury Foundation Trust can take
up to 10 days to be reported. Please allow plenty of time before asking us if results are back.
SAMPLES
If you are asked to bring in a sample of any sort, by a GP, please ask for a specimen pot from the
Reception team. The results from these tests can take up to a week to come back to us.
RINGING FOR RESULTS
Please ring during the afternoon for results to avoid having to ring in twice - many results come in
overnight and the GPs review these during the morning and so are not available until the
afternoon. If the result is unexpected and important we will always attempt to contact you to
advise you at the earliest opportunity. PLEASE ensure that we have up-to-date contact details for
you.
If your test was arranged by a hospital doctor, you should ring the hospita l for the results.
As a general rule, we will only give your results to YOU. Our Receptionists are not
permitted to give results to spouses, partners, children, friends or carers unless this has
been arranged in writing.
PRESCRIPTIONS, DISPENSING & PHARMACY
We have a team of qualified and trainee dispensers who work at both Salisbury and Winterslow
surgery, who will dispense medicines to patients registered at the practice who live in certain
outlying villages.
REPEAT PRESCRIPTIONS
 If you are taking medication long term, a repeat prescription will be issued on the computer.
When you require a further supply of medication tick the appropriate boxes on the slip and
either bring this into the surgery, fax or post it to us. Please allow 2 full wo rking days
before you collect your new prescription

Each repeat item has a REVIEW DATE printed by it. Once this date has been reached the
prescription clerks will be able to issue ONE MORE MONTH’S PRESCRIPTION ONLY.

If you have a chronic disease such as coronary heart disease, diabetes, asthma, high
blood pressure or you have had a stroke, you will be reminded to make an appointment
with the Practice Nurse and then a follow up appointment with a GP or Advanced Nurse
Practitioner to review all your medications. It is very important that you note these dates
and come for these review appointments.

If a stamped addressed envelope is provided, we will be pleased to forward your
prescription either to you or a chemist of your choice. Some chemists offer a co llection and
delivery service on your behalf. It is important that you ask your chemist to give you the
repeat request slip when you collect your medication, so that you can order according to
your needs each time. There are often messages from the Practice on this form and so do
remember to ask for this. Please be sure to inform us if you have made this arrangement.
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
If you have not been issued with a repeat prescription slip, it is because the doctor does
not intend the prescription to be repeated until they have ensured that the medication is
effective and appropriate for you on a long term basis.

If a hospital doctor has advised you to obtain a supply of new medication from your GP,
please allow enough time for them to send us written details. This oft en takes them 10 - 14
days from the date of your hospital appointment. The hospital should provide sufficient
medication for that period, if it is needed urgently.

PLEASE DO NOT LEAVE REQUESTING YOUR REGULAR REPEAT MEDICATIONS
UNTIL THE LAST MINUTE. However, if you genuinely need medicines at short notice, we
will do our best to provide prescriptions or medication within a day.

Staff are not authorised to issue prescriptions that are not on your repeat list
BECAUSE OF POTENTIAL DANGERS AND CONFUSION ARISING FROM TELEPHONE
MESSAGES, WE REGRET THAT WE ARE UNABLE TO TAKE REQUESTS FOR
PRESCRIPTIONS OVER THE TELEPHONE.
PRACTICE SISTER PHARMACY: SARUM PHARMACY
The Partners at Endless Street have a sister distance pharmacy which is available to all patients.
We can arrange for your prescription to be sent there and for your medication to be dispensed by
Sarum Pharmacy and delivered back to Endless Street or Winterslow surgery for you to collect.
The staff there are available by telephone, should you have any queries about your medication
and staff, including the GPs at Endless Street are in daily contact with the pharmacist and
dispenser at Sarum to ensure that this service is as efficient as possible. You can of course,
arrange for your prescription to be sent to any city centre chemist, should you prefer.
CONFIDENTIALITY
Patients will be treated as individuals who have a right to confidentiality and respect. There is a
balance between your privacy and safety and we will normally share some information about you
with others involved in your health care, unless you ask us not to. The duty of confidentiality
applies to doctors, pharmacists, nurses, therapists and technicians involved in the treatment &/or
investigation of your medical problems. If you wish to speak to a member of staff in private,
please ask and we will arrange this for you.
COMMENTS/COMPLAINTS
We strive to offer excellent service. However, from time to time in any organization things can go
wrong, misunderstandings arise and there may be cause for comment or complaint. We offer a
Practice Complaints Procedure to deal with comments, suggestions and complaints. Our
Receptionists will give you further information on how to deal with these. There are suggestion
boxes in all the waiting rooms outlining the complaints procedure. Problems are often best
resolved immediately, so please do ask to speak to the Practice Operations Manager or the
Practice Manager, if you feel that we are not meeting your expectations.
ACCESS TO MEDICAL RECORDS
You have a right to see your health record. Please ask for a leaflet outlining how to do this.
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PRIVATE WORK
Some services offered by the Practice are not covered under NHS services and as such, there
are charges for these services. They include:
Passport signatures
Insurance reports
Medicals for sporting activities
-
HGV and Taxi medicals
holiday cancellation forms
Advanced Directives (Living Wills)
A full list of services is available from reception, along with a breakdown of what the fee covers.
Please ask to speak to the Private Work clerk if you need any more information.
PATIENT PARTICIPATION GROUP
The Practice has a patient participation group, which meets 3 or 4 times a year and also
corresponds by email and letter.
The aim of the group is to share the patients’ perspective on the service offered and delivered by
the Practice. We encourage a wide range of patients to attend - city and rural patients, more
mature and younger people too. There is a section to complete on the New Patient Questionnaire
if you are interested in finding out more about the group.
RESEARCH
Endless Street Doctors’ Surgery is part of the Primary Care Research Network regionally based at
the University of Southampton and supported by the Department of Health. From time to time, we
may write to you and ask you in surgery if you would like to participate in a particular study.
Details will be fully explained to you and your consent obtained so that you know exactly what
would be involved. It is entirely your decision whether or not you take part. Dr. Fiona Stein is the
GP Research lead for the Practice and SIster Cathy Richards is nurse lead.
CHAPERONES
Having a chaperone present can provide reassurance for patients during certain examinations,
particularly intimate ones. Chaperones can provide support when undergoing an examination
which may be embarrassing or uncomfortable for the patient. If you would like to have a
chaperone present and one has not already been offered, please ask the Doctor and this will be
arranged for you. Occasionally, it might mean re-arranging your examination for a time when a
chaperone is available. Where possible, our practice nurses act as chaperones; when this is not
possible reception staff will accompany and support patients .
PALLIATIVE CARE SERVICES
Palliative care focuses on the relief of pain and other symptoms and problems experienced in
serious illness. The goal of palliative care is to improve quality of life, by increasing comfort,
promoting dignity and providing a support system to the person who is ill and those close to them.
Salisbury Hospice provides this service for our patients.
Palliative care is appropriate for anyone of any age who is facing serious illness. It can be
delivered alongside active treatments designed to try to prolong life at an early point in the disease
process. It is also applicable at the end of life and into bereavement.
Palliative care can be delivered in any care setting, including home, care homes, hospitals and
hospices. Hospices provide palliative care services at home, in day care centres or hospice
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inpatient units. Most people who have inpatient hospice care return home once t heir problems or
needs for care support are addressed.
Palliative care neither hastens nor prolongs death. It celebrates life, even when time is limited.
HEALTH CHECKS AND CLINICS
The Practice offers a wide range of NHS Services. We run clinics for the following:
- New Patient Health Checks: these are particularly important for new patients so that we
can assess your health needs as soon as possible. Please book a 20 minute
appointment (adult) and 10 minute (child over 12) with one of the Practice Nurses as
soon as you register with us.
- child care and development (Health Visitor - led)
- diabetes
- family planning including contraceptive implants
- minor surgery
- counselling
- vascular health checks (by invitation for over 45 year olds.)
MOBILE TELEPHONE SERVICES: SMS MESSAGING
The Practice offers an appointment reminder service by SMS text message. To take advantage of
this service, please complete the enclosed declaration form. At present we do not offer an SMS
service for test results, but hope to do so in the next six months. Signing up now, means that you
will not need to sign again when new services are introduced.
SMS Messaging for appointment reminders, messages about test results are an additional service
and they may not be sent on all occasions. The responsibility for attending & cancelling
appointments as well as contacting the Practice to obtain the results of recent tests still rest with
the patient.
You can cancel the text message facility at any time.
Text messages are generated using a secure facility but patients should understand that they are
transmitted over a public network onto a personal telephone and as such, may not be secure.
However, the Practice will not transmit any information which would enable an individual patien t to
be identified.
RIGHTS AND RESPONSIBILITIES
You have a right to expect a high standard of service form the Practice and we will try at all times
to provide the very best medical care within the resources available.
In order to assist this, we require that you take full responsibility for ensuring that you do not
abuse the service. It is your responsibility for ensuring that you do not abuse the service. It is
your responsibility to keep medical appointments and to follow medical advice. Given. The
doctors and nurses will always try and see patients promptly at a mutually convenient time and
they will always try and keep to time in their surgeries. However, emergencies and urgent matters
do arise but we will always try and keep you advised of possible waiting times.
Very occasionally, a practice/patient relationship will break down. In this situation the patient may
choose to register with a different practice. The Practice also has the right to remove a patient
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from their list. This would generally only be done following a warning that had failed to remedy the
situation and we would normally give the patient a specific reason for their removal.
Should a patient be violent, threatening or verbally abusive to a doctor, nurse, member of staff or other
persons on the premises, the doctors reserve the right, after due warning, to remove the patient from
the practice list.
PRACTICE WEBSITE
The Practice website is a useful source of information about the services offered by the GPs at
Endless Street Doctors’ Surgery.
www.endlessstreetsurgery.org
ON-LINE APPOINTMENTS AND PRESCRIPTION ORDERING
You can book some appointments and also order your medication on-line.
SystmOnline is simple.
Registration for
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