Haymarket Health Centre Haymarket Health Centre Dunning Street Tunstall Stoke-on-Trent, ST6 5BE Tel: Fax: 01782 575730 01782 575858 Website www.haymarkethealthcentre.co.uk Haymarket Health Centre The doctors and staff at Haymarket Health Centre in Tunstall are proud to offer the highest standard of patient-centred healthcare. We run many clinics for the management of chronic diseases such as asthma and diabetes and offer a wide variety of other medical services including antenatal and postnatal care, minor surgery, childhood vaccinations and well-person check-ups. Disabled Access We have two reserved spaces on our Car park for disabled visitors, and access is off the car park to enter through the electronic doors at the front of the building. We also have disabled toilets. Opening Times Times Monday 08:00 18:00 Tuesday 08:00 20:00 08:00 Wednesday 18:00 Thursday 08:00 18:00 Friday 08:00 18:00 Saturday 08:15 12:30 Surgery Times Morning Afternoon Monday 08:00 12:00 13:30 17:30 Tuesday 08:00 12:00 13:30 19:20 Wednesday 08:00 12:00 13:30 17:30 Thursday 08:00 - 13:30 - 12:00 17:30 Friday 08:00 12:00 13:30 17:30 Saturday 09:00 11:30 n/a The GP partners working on a rota basis offer pre-booked appointments, aimed primarily at those unable to access our services during the working week. One of the practice nurses also offers pre-booked appointments most Saturdays between 9.00 a.m. and 11.45pm. When We Are Closed Please call 111. Stoke-on-Trent Clinical Commissioning Group (CCG) is responsible for commissioning Out of Hours cover which is usually provided by Staffordshire Doctors Urgent Care (SDUC) Call 999 in an emergency. Chest pains and / or shortness of breath constitute an emergency Appointments We offer both face to face consultations and where appropriate telephone consultations. We also recommend the ‘Pharmacy First’ scheme, a community pharmacy scheme to treat minor ailments, without the need to consult a GP. Please ask at Reception for a leaflet. We offer a mix of same day and prebookable appointments (up to 21 days in advance). We ask our reception staff to ask all patients the reason for their appointment. This helps us to ensure all patients are seen by the most appropriate health care professional as quickly as possible. Additionally, you can register to use the internet to book, view, amend, cancel and print appointments on-line, please see below under ‘Access to medical records’ We do ask that you still give a reason when booking in this way. It's also a must to include a contact telephone number in case we need to get hold of you. Please ask at reception for details. Should you need to speak to a doctor or nurse but do not necessarily need a face to face consultation please ask and we will arrange a telephone consultation for you. You should feel free to see any of the doctors but we suggest you stay with one doctor for any particular problem, this improves the continuity of care. Surgery times vary for each GP; contact reception for details of appointment times and availability. The GP appointments are generally 10 minutes. However we do offer a number of 5 minute appointments in the morning to deal with minor ailments, e.g. coughs. The length of nurse appointments vary depending on the reason. On a Saturday the GP partners working on a rota basis offer pre-booked appointments aimed primarily at those unable to access our services during the normal working week. Requests for weekend on the day access should continue to be made to the Out-of-Hours service via 111. A nurse offers pre-booked appointments most Saturdays between 9.00 a.m. and 11.45 a.m and most Tuesday evenings until 7.00 pm. Home Visits If possible please try to telephone reception before 10:30am if you require a home visit. A doctor will telephone you to assess your request and arrange the appropriate action. House visits are only available for patients who are housebound because of illness or disability. Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre. Repeat Prescriptions Patients on long term treatment may be issued with a repeat prescription slip by their doctor, who will explain how to use it. Repeat prescriptions should be requested two working days before they need to be collected. Please do not telephone for prescriptions as mistakes can arise over the telephone, as well as causing congestion of the telephone lines. Requests should be made either in person or by post. If a prescription is to be returned by post, please send a stamped addressed envelope. Additionally, you can register to use the internet to order, view, and print a list of your repeat Prescriptions or medicines and appliances. Please see below under ‘Access to medical records’. Prescriptions Charges and Exemptions Extensive exemption and remission arrangements protect those likely to have difficulty in paying charges (NHS prescription and dental charges, optical and hospital travel costs). The NHS prescription charge is a flat-rate amount which successive Governments have thought it reasonable to charge for those who can afford to pay for their medicines. Prescription prepayment certificates (PPCs) offer real savings for people who need extensive medication. NHS charges These charges apply in England only. In Northern Ireland, Scotland and Wales prescriptions are free of charge. Prescription (per item): £8.05 12-month prepayment certificate (PPC): £104.00 3-month PPC: £29.10 If you will have to pay for four or more prescription items in three months, or more than 14 items in 12 months, you may find it cheaper to buy a PPC. Telephone advice and order line 0845 850 0030 General Public - Buy or Renew a PPC On-line There is further information about prescription exemptions and fees on the NHS website (www.nhs.uk/NHSEngland/Healthcosts/Pages /Prescriptioncosts.aspx) Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed. Any problems please telephone the surgery. Clinics & Services The practice nurses are available by appointment. Their numerous tasks include: Weight reduction advice Family planning advice Cervical smears Ear syringing Well women/man clinics Infant & Adult Immunisations Dressing & removal of stitches Travel advice & vaccinations Clinics to monitor asthma/diabetes and ischaemic heart disease. They also assist the doctors in minor surgery and are available to offer professional advice. Attached Staff District Nurses We have a number of District Nurses attached the Practice. Their duties include visiting patients of any age in their homes, giving practical assistance or offering professional advice. Each patient’s needs are assessed and the care/treatment is planned accordingly. District Nursing Sisters are experienced Registered General Nurses with a certificate or diploma in district nursing. Health Visitors We also have a number of Health Visitors attached to the practice. They are responsible for individual and family health from birth to old age and see clients both in clinic and home settings. All Health Visitors are Registered General Nurses and hold an additional qualification. Midwife We have Midwives attached to the practice. The Midwives liaise closely with the practice team and is responsible for your care whilst you are pregnant and for 10 days after the birth of your baby. The Midwife is a Registered General Nurse and is a registered Midwife. Your Test Results Please call after 11am to enquire about your test results as our reception staff will have more time to deal with your request. Note that the practice has a strict policy regarding confidentiality and data protection and we will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results. When you take your test you will be told how long it will be before the results are returned to the practice. It is your responsibility to check your results and to make an appointment to discuss them with your doctor if you are advised to do so. Blood Tests A blood test is when a sample of blood is taken for testing in a laboratory. Blood tests have a wide range of uses and are one of the most common types of medical test. For example, a blood test can be used to: assess your general state of health confirm the presence of a bacterial or viral infection see how well certain organs, such as the liver and kidneys, are functioning A blood test usually involves the phlebotomist taking a blood sample from a blood vessel in your arm. and the usual place for a sample is the inside of the elbow or wrist, where the veins are relatively close to the surface. Blood samples from children are most commonly taken from the back of the hand. The child's hand will be anaesthetised (numbed) with a special cream before the sample is taken. You can find out more about blood tests, their purpose and the way they are performed on the NHS Choices website (www.nhs.uk/conditions/bloodtests/Pages/Introduction.aspx) . X-Ray An X-ray is a widely used diagnostic test to examine the inside of the body. X-rays are a very effective way of detecting problems with bones, such as fractures. They can also often identify problems with soft tissue, such as pneumonia or breast cancer. If you have a X-ray, you will be asked to lie on a table or stand against a surface so that the part of your body being X-rayed is between the X-ray tube and the photographic plate. An X-ray is usually carried out by a radiographer, a healthcare professional who specialises in using imaging technology, such as X-rays and ultrasound scanners. You can find out more about x-ray tests, how they are performed, their function and the risks by visiting the NHS Choices website (www.nhs.uk/Conditions/Xray/Pages/Introduction.aspx) . Registration New Patient Registration The doctors welcome new patients who live within our practice area. You will be asked to complete new patient forms. You will then be asked to attend a new patient screening appointment where one of the nursing team who will perform basic health checks and take your medical history. It is imperative that you attend as otherwise you may not be accepted Practice Area Registering Online Online 'pre-registration' with the practice Please go to the Practice Website for details on how to do this. When you have completed all of the details, click on the "Send" button to mail your form to us. When you visit the surgery for the first time you will be asked to sign the form to confirm that the details are correct. Pre-registration Form When you register you will also be asked to fill out a medical questionnaire. This is because it can take a considerable time for us to receive your medical records. There is an online version of this file too, which you may fill out and send to us. When you come to the surgery you will be asked to sign this form to confirm that the details are correct. Online medical questionnaire for new patients Note that by sending the form you will be transmitting information about your self across the Internet and although every effort is made to keep this information secure, no guarantee can be offered in this respect. Alternatively you may print off a registration form, fill it out and bring it in with you on your first visit to the practice. Registration Form Rights and Responsibilities Your rights and responsibilities to your GP Practice Every UK resident has the right to be registered with a GP Practice. Your GP Practice is your gateway to all other health services. You can see a GP within 48 hours if you want to be seen that quickly. You can book appointments in advance so that the appointment is as convenient as possible for you. Your GP Practice may offer a telephone discussion with a GP or Nurse if that is convenient to you. You can have at least 10 minutes with your GP / Practice Nurse to fully discuss any health issues. Your GP Practice can offer you general health advice or advice / treatment in relation to smoking, diet, exercise, alcohol consumption, drug usage, etc. They are not just there for when you are ill. Use your NHS services wisely, if you have an appointment booked but then don’t need it or can’t make it, then please remember to contact the surgery and cancel it. Everyone will be treated with dignity and respect – patients and staff alike. If you change your address or telephone number, please inform your GP Practice so that they have accurate information if they need to contact you. Practice Policies Confidentiality & Medical Records The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances: To provide further medical treatment for you e.g. from district nurses and hospital services. To help you get other services e.g. from the social work department. This requires your consent. When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know. Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff. Freedom of Information Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager. Access to Records In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so. By 31st March 2015 patients who have registered for on-line access will be able to access aspects of their medical record. Plan to meet GMS / PMS 2014-15 Contractual Requirement for Patient online Service This practice currently offers patients’ facilities to book, view, amend, cancel and print appointments online. This practice currently offers the facility for all patients to order online, view and print a list of their repeat prescriptions or medicines and appliances. This practice plans to offer patients facilities to view on line, export or print any summary information from their record, relating to medications, allergies, adverse reactions and any other items agreed between the practice and individual patient, from 31 March 2015, subject to the availability of NHS GP systems and software. We will publicise and promote our online services to our practice patients through the practice website, practice waiting room leaflets, posters and the Patient Participation Group by 31 October 2014. Planned activity Date 1 Agree the initial small group of patients to use access to records October 2014 2 Write up practice policies and internal staff awareness sessions October 2014 3 Prepare promotion and information activities for the patients Review any nationally provided supportive material from RCGP/NHS England Train relevant staff for access (i.e. reception) November 2014 4 Commence summary information access to records for patients in practice who request this Publicise online services to patients through website and PPG December 2014 onwards Complaints We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. Patient Advice and Liaison Service (PALS) The Primary Care Trust has a PALS service that provides on the spot confidential advice and support. Telephone 0800 389 8832 Monday to Friday 8:30am - 4.30pm. An answerphone service is available out of office hours - please leave a message if no-one is available to take your call and PALS will get back to you.The PALS team are based at: Fenton Health Centre, Glebedale Road, Fenton, ST4 3AQ. Violence Policy The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it. Your Patient Rights You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply). You also have the right to ask for a copy of all records about you (you may have to pay a fee) Your request must be made in writing to the organisation holding your information There may be a charge to have a printed copy of the information held about you We are required to respond to you within 21 days You will need to give adequate information (for example full name,address, date of birth NHS number etc.,) You will be required to provide id before any information is released to you. If you think anything within your medical record is inaccurate or incorrect, please inform the organisation holding your information. Staff Details Doctors Dr Ian Denis Leese MB ChB MRCGP (Manchester 1984) (Mat:Con:M/surg:CHS) GP Trainer Dr Colin MBBS DCCH MRCGP Andrew Scott (University College London 1986) (Mat:Con:M/surg:CHS) Dr Monique Artsexamen (Amsterdam Keersmaekers 1994) (Mat: Con: M/surg: CHS) Dr John Stephen MB ChB BAO DFFP MRCGP O’Byrne Gregan BM(Soton) 1992.DFFP.DipOCC.Health Dr Shabbir (U.Manch).RCGP2(sub Ahmed (m) abuse) Mat:Con:M/surge:CHS Nurses Karen Smith RN1 V300 Joanne Dzierzkowski RNA Alan Dimelow Collette Warrilow RNA SPGP RNA Assistant Practitioner Claire Moulton Healthcare Assistants Anita Walley Practice Management Team Eric Common, Jane Millward