THE THREE SWANS SURGERY
Rollestone Street
Salisbury, Wiltshire, SP1 1DX
Telephone:
(01722) 333548
Appointments:
(01722) 333161
Fax:
(01722) 503626
Website:
www.3swanssurgery.nhs.uk
Repeat Medication:
via the practice website
Booking online appointments:
via the practice website
Welcome to the Three Swans Surgery. Our practice aims to achieve the highest possible
standard of care for our patients. This leaflet tells you about the services available. For
more information about how to get the best from us, please see the Users Guide in the
waiting rooms.
Surgery Opening Hours:
Appointment Times:
Extended Hours:
Monday - Friday 8.00 am - 6.30 pm
Monday - Friday 8.30 am - 5.50 pm
Routine (non-urgent) pre-booked appointments:
Mondays to 7.30pm, Fridays from 7.30am and
Saturdays 8.30 am - 10.30 am on alternate weeks
Online Service
Making appointments and ordering prescriptions is available through our website using our
online clinical system called SystmOnline. Please ask at reception to be signed up for this
service. An App for Iphone/Ipad is also available from the app store called SystmOnline
Appointments
All consultations are by appointment. To make an appointment, please telephone, call in person
or use our online service. The surgery phone lines are open 8.00 am - 6.30 pm Monday Friday. In the event of your usual doctor being away, you will be able to see another doctor.
Standard surgery appointment lengths are 10 minutes. Please tell the receptionist if you need a
double appointment.
Telephone Appointments
Booked telephone consultation appointments are available if you feel this is appropriate.
Urgent Problems needing a “Same Day” Appointment (Telephone Triage)
We try and help you in the best way possible if you are feeling very unwell. When you contact
the surgery the receptionist will make you a Telephone Triage appointment with the “duty
doctor” who will ring you back. The duty doctor will assess your symptoms and help decide the
best course of action. This may consist of advice, an assessment in our urgent clinic with a
doctor or nurse, arranging an appointment to be seen at another time, or arranging other tests
or referrals.
Home Visits
Home visits are available for the bed bound and terminally ill. If you need a home visit, please
try to telephone before 10.00am so that the doctors can plan their rounds. It is not dangerous to
bring ill children to the surgery and in doing so a more rapid assessment may be made. If in
doubt, please phone for advice.
URGENT OUT OF HOURS CARE
If you need urgent advice outside normal surgery hours (6.30 pm – 8.00 am weekdays,
weekends and on Bank Holidays) please telephone 111. NHS111 has experienced staff that
will deal with each call and ensure urgent medical care is provided. All calls are free of charge.
How to Register as a Patient
We are pleased to accept new patients who live within the practice area of Salisbury and nearby
villages, as indicated on the back page. Patients are registered with the practice and are
encouraged to have a usual doctor of their choice and another doctor (preferably one full time
and one part time) in case their usual doctor isn’t available. This is known as the “buddy
system” and is to provide continuity of care.
THE PRACTICE TEAM
Doctors: Partners
Dr Elizabeth Stanger
Dr Michael Moore
MA MB BChir (Cambridge University and Middlesex
Hospital, London, 1981) DRCOG DOcc Med DFRSH
B Med Sci BM BS (Nottingham 1982) MSc FRCGP
MRCP DRCOG
Dr Hugh Bond
Dr Helena McKeown
B Sci (Hons) MB ChB (Bristol 1989) DCH MRCGP
FPCert
MB BS (Charing Cross and Westminster 1991)
MRCGP(Distinction) DRCOG DFFP
Dr Gareth Dawe
Dr Deborah Vyas
BM (Southampton 2001), MRCGP, LLB (Hons)
BM (Southampton 1986) MRCGP DRCOG DFFP
Dr Craig Kyte
BM (Hons) (Southampton 2006), DCH
Practice Staff
Practice Manager: Charlotte Gilbert
Charlotte is responsible for the day-to-day management of the practice. We have two
secretaries Stella and Ali, a mecical administration team Ed, Marion, Esther, Sue and Jane and
Katy is our IT lead.
Reception Manager: Sara Williams
Sara and her team of receptionists, Ann, Sheila, Yvonne, Bev, Caren, Juliet, Teresa, and Jane
are all here to help you. They will arrange appointments for you and deal with your general
enquiries in a professional manner and in complete confidence.
Practice Sisters: Katie Post RGN, Elaine Johnstone RGN, Sue Roberts RGN
The Practice Nursing Team can help you with immunisations, travel advice and injections,
dressings, suture removal, cervical smears, diet advice, blood pressure checks, ear syringing
and health checks. They also assist in the daily urgent clinic. Katie can help patients with
asthma and COPD in the management of their conditions also with family planning.
Nursing Assistants: Jackie Campbell, Lisa Wright and Sue Elder
Jackie, Lisa and Sue are available for dressings, blood tests, blood pressure checks, ECGs,
and removal of sutures. Sue is also our ‘Smoke Stop’ adviser and Lisa has trained in ear
syringing and also holds regular NHS Health Check clinics.
Health Visitors: Caroline Soper RGN RSN RHV
Caroline has a special interest in child health and development and the promotion of child
health. You can phone her directly on 331346 and leave a message on her answer phone. She
will get back to you as soon as possible but this may not be until the next working day.
Community Midwife: Jacqui Manners SRN SCM MTD PGCEA
Jacqui is a Community Midwife who is attached to the practice. With your doctor she will
provide antenatal and postnatal care.
Doctors in Training
We usually have registrars (qualified doctors in the final stages of their GP training) and F2
doctors (junior doctors in their second year after qualifying) who will take their own surgeries but
are fully supported by one of the Partners. We also have medical students from Southampton
University and Kings College, London, who may sometimes sit in with the doctors. If you prefer
to see the doctor alone please tell us.
Research
We are a research general practice and you may be asked if you would consider
participating in research projects. If you would rather not participate, this will not affect
your care in any way.
SERVICES AND CLINICS
Repeat Prescriptions
If you are taking regular medication, please tick the items you require on your repeat medication
form and place it in the box in reception. Your prescription will be ready to take to the chemist
within 48 hours. Alternatively, you can use our online service via the practice website
www.3swanssurgery.nhs.uk or post or fax it to us. The prescriptions are checked and signed by
the doctor. If you have enclosed a stamped addressed envelope, we will post back your
prescription to you. Alternatively, most of the chemists collect from the surgery every day and
we do now have a pharmacy on the premises. Please write the chemist of your choice on your
repeat slip if you would like it to go directly to a chemist.
We regret we cannot accept telephone requests for repeat prescriptions. This is a
Practice Policy due to the risk of errors.
Community Nursing Team
The Community Nursing team provide home nursing services, especially for the housebound,
the elderly, the chronically sick and those recently discharged from hospital.
Local Psychological Service
Please talk to your doctor about accessing this service.
Test Results
Test results are generally available between 2 p.m. and 6 p.m. For reasons of confidentiality, we
must insist that you phone yourself for your result, unless you give written permission for a
nominated person to ring on your behalf. Blood tests usually take 5 working days,
X-ray results 10 days and cervical smears up to 2 months to be reported by the hospital.
Immunisations and Travel vaccinations
Childhood immunisations, influenza and pneumonia immunisations for those at risk are
available by appointment at the surgery. We also offer Travel vaccinations and are a yellow
fever centre.
Maternity Care
Appointments with the doctor or midwife may be made at reception.
Diabetes Care
Dr Moore, Dr Dawe and Dr Kyte have a special interest in diabetes.
Children
New baby checks at 6 - 8 weeks are by appointment with Dr Dawe
on a Friday morning.
Family Planning
We provide a full range of services including contraceptive implants/coil fitting, emergency
contraception, advice about safe sex, unplanned pregnancy counselling and referral for
termination if needed. We offer confidential advice to under -16’s.
Contraceptive Implants and Intra-uterine Contraceptive Device Fitting (Coils)
Dr Stanger, Dr McKeown and Dr Vyas fit intra-uterine devices and Dr Stanger, Dr Vyas and
Sister Katie Post fit Contraceptive Implants. If you are interested in any of these methods of
contraception, please make an appointment to discuss this.
Smoking
If you would like help with giving up smoking, please make an appointment with Sue Elder
Disability Awareness
Please speak to our receptionists if you have any special needs. There are automatic doors into
the building and there is a loop system in reception for people with hearing difficulties.
Friends and Family Test
We welcome all feedback and if you have a suggestion to make, please let us know. You can
use our Friends & Family Test either while in the surgery or through our website.
Complaints
Although we always aim to give a high standard of care, things can occasionally go wrong and
there may be cause for complaint. Should this occur, please speak to your doctor, Sara
Williams or Charlotte Gilbert who are jointly responsible for carrying out the practice complaints
procedure. They will investigate any complaint or misunderstanding promptly.
Patient Rights and Responsibilities
The doctors and nurses will always endeavour to see patients at a mutually convenient time and
will do their best to keep to time during surgeries. If their surgery is running late, we will try to
advise you on arrival. Should you be unable to keep your appointment, please telephone or use
our online service to cancel your appointment, so that it may be offered to another patient. If you
are late for your appointment, the doctor or nurse will do their best to see you but you may be
asked to rebook your appointment. Please note that verbal abuse or violence is not
tolerated under any circumstances and will result in removal from our List.
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. This includes doctors,
nurses, therapists and technicians involved in the treatment and/or investigation of your medical
problems. We will not share information, with your relatives or friends, without your
written consent.
Access to your medical records
Under the Data Protection Act 1998 you are entitled to see your medical records. Please ask
your doctor or at reception for details.
Data sharing
Following the recent changes in the GP contract practices are under lawful obligation, under the
Health and Social Care Act, to provide patient data to the Health and Social Care Information
Centre (HSCIC) (where national research is being undertaken) we are also obliged under the
Data Protection Act to protect your data. It is important you are aware of these changes in the
law. We have not provided blanket approval for extract of patient data from our clinical systems
and consider each request on its own merit. The information provided may be used in research
to improve future health or to improve the functioning of the health service. You may choose to
opt out of providing data by contacting reception. Please see our website for more information.
Enhanced Data Sharing
NHS staff record patient information securely onto a computer. This information can be shared
with other clinicians so that everyone caring for you is fully informed about your medical history,
including medication and allergies. This can only happen if you agree to share your information.
For more information please ask at reception for a leaflet or speak to your doctor.
NHS England
The Three Swans Surgery has a contract to provide General Medical Services with NHS
England. Their address is 1st Floor, Bewley House, Marshfield Road, Chippenham, Wilts SN15
1JW Telephone 01138 251500
Practice Area
CG November 2014
Review April 2015