PATIENT INFORMATION LEAFLET
LANCASTER HOUSE MEDICAL CENTRE
24-28 North Road
Merseyside WA10 2TL
Telephone: 01744 617000/*647059
Fax 01744 451072
www.lancasterhousemc.co.uk
JUNCTION SURGERY
77 Junction Lane
Merseyside WA9 3JN
01744 627677/*647035
Fax 01744 638509
Clinical Commissioning Group (CCG) Chamber of Commerce Chalon
Way St Helens WA10 1FY. www.sthelensccg.nhs.uk or phone 01744
621749
*Additional telephone numbers to contact both sites if the normal external
phone lines are not working.
We are a family medical practice and provide all aspects of medical care. The
practice has 2 doctors, Dr McLeod & Dr Woodhead . We have 2 practice
nurses and 4 administration staff. In addition to surgeries we offer many
clinics for chronic disease monitoring; minor surgery and contraception. The
practice is fully computerised an offers online appointment booking, repeat
prescription requests and access to medical records.
We aim to provide the best possible service to our patients and hope you will
feel that we achieve that aim.
The care of your health is a partnership between yourself and the primary
care team. The success of that partnership depends on an understanding of
each other’s needs and co-operation between us.
Services.
Doctors
Dr Patricia McLeod
(Clinical Partner)
Gynaecology, Contraception
Dr Sarah Woodhead
(Salaried GP)
Sue Winstanley
Nurse Prescriber
Maxine Davies
Practice Nurse
Ante Natal Clinic.
Lancaster House
Friday 9-11am
Child Development / Immunisation
Clinic.
Contraceptive Advice.
Minor Surgery/Joint injections.
Clinics for Asthma, Diabetes,
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COPD & Heart Disease
by appointment
by appointment.
by appointment.
by appointment.
OFFICE HOURS
Lancaster House
Junction Surgery
Monday
8.30 am - 6.00 pm
9.00 am – 1.00 pm
Tuesday
8.30 am – 6.00 pm
9.00 am – 1.00 pm
*Wednesday 7.00 am – 1.00 pm 9.00 am – 1.00 pm
*NEW*
Thursday
8.30 am – 6.00 pm
9.00 am – 1.00 pm
Friday
8.30 am – 6.00 pm
9.00 am – 1.00 pm
Saturday
CLOSED
CLOSED
*Lancaster House is closed half day from 1pm on Wednesdays.
In an emergency please telephone the surgery as usual
Sutton patients can contact the surgery by phoning 01744 627677 any
time during office hours, your call will be transferred to Lancaster
House.
NEW: To facilitate those who have difficulty accessing services during normal
office hours (8.30 a.m. – 6.00 p.m.) we are offering – in addition to our usual
services – 2 early morning clinics to see a doctor or nurse from 7a.m. on
Wednesdays.
Facilities for Disabled Patients
We have access at both sites for wheelchairs and toilet facilities. Parking can
be made directly outside each surgery; a disabled disc will be required outside
Lancaster House (in Ward Street).
How the Practice Works and our Responsibilities to You
The practice is registered with the Care Quality Commission (CQC)
As the independent regulator of health and adult social care, its role is to
ensure that those providing regulated activities comply with the regulations set
out in the Health and Social Care Act 2008. For more information about CQC:
http://www.cqc.org.uk/public/about-us
How to Register as a Patient
If you wish to register with the practice please ask at reception. You will be
asked to attend a registration appointment at Lancaster House where the
practice will take details about your health and family history. Please bring
with you information regarding repeat medicines. The nurse or health care
assistant will then go through the practice leaflet so that you can understand
how the practice works to help you get the best out of the service. We do not
discriminate against any member of the public who wishes to join the practice.
How to Make an Appointment
There are 3 ways of having an appointment:
1. Same day – phone early!
2. Pre-bookable up to 2 weeks in advance; 4 weeks for the nurse
3. Telephone appointments – for your convenience
Same day: phone the surgery from 8.30 a.m. or as early as possible on the
day you wish to see the doctor. You will be offered an appointment with the
next available clinician.
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Pre-bookable: A limited number of pre-bookable appointments, with the
doctor of your choice, are available to book up to 2 weeks in advance, 4
weeks for the nurse.
Telephone consultations with the doctor/nurse are available, made in the
same way. The receptionist will take your telephone number, you will be given
a set time and the doctor/nurse will telephone you at that time – just like
making an appointment. Please pick up the information on reception of
suitable conditions for a telephone consultation.
Remember to keep or cancel your appointment!
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Alternatively, if you feel you need ‘quick word’ with a clinician the
reception staff will take your name, telephone number and brief
message , and your message will be passed on to the clinician.
You will be referred to a consultant when your GP thinks it necessary.
You will be given the result of any test or investigation on request or at
your next appointment.
Patients who have not attended the surgery within the last 3 years
may request a check up.
Home Visits
Please telephone BEFORE 10.00a.m. Home visits take up a lot of the
doctors’ time so please come to surgery if at all possible. The doctor will visit
if it is considered appropriate based on medical need. The doctor will visit
after surgery, later in the day, you will be seen quicker if you come to surgery.
If in doubt speak to the doctor by telephone. With minor illness the doctor
may decide to leave a prescription for you at surgery.
Repeat Prescription
All the computer-generated prescriptions have a re-order form attached,
please use it to order a repeat item. Please post it into the boxes in reception
or fax your request (01744 451072) or post it enclosing a stamped addressed
envelope or arrange for your local chemist to order and collect your
prescription. Always allow 48 hours for repeat prescriptions or 2 working
days (excluding bank holidays and weekends)
NEW: you can order prescriptions online at:
www.lancasterhousemc.co.uk
What to do when the surgery is closed
You have 3 choices:
1.
For minor problems and advice visit the Walk-in Centre at Millennium
Centre, Bickerstaffe Street open ‘til 10 p.m. 7 days a week. No
appointment necessary.
2.
For medical advice telephone 111
3.
For emergencies only (problems that cannot wait ‘til next day) phone
the surgery, your call will be transferred to Rota and if necessary, you
will be asked to attend the centre in Albion Street.
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Practice Staff
Our reception staff are Adele Woodward, Office Manager, and Estelle Roberts
Senior Receptionist. Adele Lanchin and Jan Chisnall are Receptionists. The
Practice is managed by Richard McLeod as Business Partner.
Additionally Estelle Roberts and Adele Lanchin are trained health care
assistants, working under the supervision of the doctors and nurses. They
carry out some duties which do not need a GP or nurse appointments, e.g.
blood pressure checks; taking blood samples and new patient medical
questionnaires. They cannot give advice on medical conditions.
Patient Information and Confidentiality
The Data Protection Act 1998 protects the confidentiality of any written or
computerised information of a personal nature. All information about patients
held by this practice is strictly confidential, from the most sensitive diagnosis
to the fact of having visited the surgery or being registered at the practice. We
will not, without good reason, give your details over the phone unless we are
certain of who we are speaking to.
Your medical information may be shared with others involved in your care,
such as the hospital consultant or social worker, or other carer/care
establishments. This depends on the nature of your care.
There are other circumstances whereby medical information may be disclosed
e.g. requests from solicitors, insurance companies etc. For this to happen you
will be notified in advance by the organisation concerned and asked to give
written permission for this information to be released.
You have the right to access to your health records. There is a £10 charge for
access. If you wish to enquire further about these rights you should contact
Adele Woodward.
Comments Complaints Suggestions
If you have any comments, complaints or suggestions please put them in
writing and put in suggestion box located near reception or make an
appointment to see Richard McLeod the Business Partner.
We would also invite you to take out patient survey, currently the “Friends &
Family Test”, which you can complete in either of our surgeries or online via
the practice website:
www.lancasterhousemc.co.uk
Additionally we have a Patient Group which we would like to grow and
increase participation with our key stakeholders in the community. Details of
this and a requests to join can again be assessed through the above website.
Your Responsibility To The Practice:
 Please treat all surgery staff with the same respect – we are all just
doing our job.
 The doctor has time to deal with 1 or 2 problems in a 10 minute
appointment. If you have more than 2 problems, you will need to book
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another appointment. This will help us to reduce waiting times for
others.
If you are unable to keep your appointment please cancel it. We lose
the equivalent of 4 surgeries per month due to non-attenders. We have
a practice policy whereby persistent non-attenders will be asked to
leave the practice. In any 12 month period if you Do Not Attend (DNA)
2 booked appointments you will be sent a first letter regarding wasting
clinical time; 1 further DNA and you will be sent a second letter and 1
further DNA you will be notified that your name has been removed
from the practice list.
Do not ask for information about anyone other than yourself
Tell us of any change of name or address OR PHONE NUMBER, so
that our records are accurate
Home visits should only be requested if you are really too ill to attend
surgery, and night visits should be for emergencies only.
Please be punctual, but be prepared to wait if your own consultation is
delayed by an unexpected emergency.
Please allow sufficient time for your consultant’s letter or the results of
any tests to reach us.
Please turn off mobile phones during consultations.
Do let us know whenever you feel we have not met our responsibility to
you.
We would, of course, be pleased to hear when you feel praise is due as
well.
We have a suggestion box located near reception for your comments
and suggestions – please help us deliver a better service!
Please treat all staff politely and with respect. We have ZERO tolerance
to violence or racial, sexual or verbal harassment.
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