Practice Leaflet
Chesser Surgery
121, Wrythe Lane,
Carshalton,
Surrey SM5 2RT
8644-2727 Visits, Enquiries and Appointments
Dr. Anthony Ditri
Dr. Jonathan Cockbain
Dr. Irene Healy
Dr. Amila Jahic
updated September 2009
8644-6267 fax
BSc DFFP DRCOG MRCGP
MB.BS DRCOG MRCGP
LRCP LRCS LRCPS MSc DCH DFFP DRCOG MRCGP
MB.BS
We also have a trainee GP, currently Dr Rachel Hazeldene, who is qualified as a hospital doctor , but who is
specialising as a Registrar in General Practice. Even though she is new to the paperwork and systems of
General Practice, she is very experienced in medicine.
The practice is a partnership consisting of 2 full-time male doctors and 2 ¾ -time female doctors. The
practice area is in part of the borough of Sutton and Carshalton (see map in reception). Patients are seen by
appointment and are encouraged to see their own doctor. We have access and facilities for wheelchair users
and disabled patients.
Staff: Practice Manager is Mrs Beverley Moore, assisted by Mrs Chris Hughes. We have 8 secretaries /
receptionists, 2 practice nurses. We work closely with a team of district nurses. A community midwife has
a weekly clinic in surgery as do our Health Visitors.
Enquiries
Telephone access to medical staff: doctors/nurses are available to speak to you on phone during the day. If
they can’t speak to you immediately, you will be asked to leave a telephone number. If you haven’t heard by
3.30pm, then please ring back. If you are very ill, tell the staff so that the doctors are aware.
OPENING TIMES
Reception open
8.00am – 1pm
3.30pm – 6.30pm
Ring for appointments
8644 2727
8.45am – 12noon. 4.00pm – 5.30pm
Enquiry / Urgent matters 8644 2727
8.00am - 6.30pm
We are now open on Saturday mornings between 9am and 12 noon. We also offer appointments up until
7.45pm Monday – Friday.
Even though some Children/AnteNatal Clinics run over lunch, reception is closed between 1pm and
3.30pm.
Out-of-Hours (between 6.30pm and 8.00am Monday-Friday, weekends & Bank Holidays)
If you are in urgent need of medical help or advice when the surgery is closed then you need to call 0845
603 1087. All calls are answered by a controller and then passed to the appropriate service (NHS Direct,
District Nurses, Community Mental Health Services, Social Services or an out of hours GP), for assessment.
If you need a doctor your call will be routed to Sumerdoc, a local service provided by local GPs. Details of
your problem will be requested by a telephone operator and a doctor will then call you back. The doctor
may offer you advice on the phone or you may be asked to attend a local primary care centre. If the doctor
feels it is necessary, a home visit will be offered.
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All calls to the GP emergency service (and this surgery) may be recorded for your safety, and
confidentiality is maintained at all times. Details of your consultation will be sent to your own GP to assist
in continuing care. Information may be used anonymously to train doctors and for audit purposes to
monitor the service and improve standards. If you do not wish your information to be used for these
purposes, please inform the telephone receptionist.
APPOINTMENTS
We offer different types of appointments to meet the varying needs of our patients. We encourage patients
to see their own GP in order to maintain continuity. If it is not possible to see your own GP because either
they or you are not available on a particular day you will be offered an appointment with an alternative
doctor if you wish.
Please remember an appointment is for one person and one problem – if you have lots of things to discuss
you may be asked to book a further appointment.
Routine Appointments. These are 10 minute appointments and can be pre-booked up to 6-8 weeks in
advance to enable you to plan any routine checks or discuss non-urgent problems. They are offered during
the morning and afternoon each day.
Same Day Appointments. Each doctor keeps some time free every morning for patients who fall ill on the
day. You may call between 8.45am and 12 noon to request a same day appointment.
This means you will always be able to see a doctor the same day. If the problem cannot be completely
sorted out or, needs further review you may have to book a follow up appointment for a later date.
Urgent Problems. If you become ill after morning surgery has finished and require assistance urgently, the
Duty or on-call doctor will be responsible for assessing your problem. The doctor may either, ask you to
attend surgery between 5 and 6.30pm, deal with the problem on the telephone or if necessary send you to
hospital.
The Duty Doctor has an evening ‘emergency’ surgery each day to deal with problems which cannot wait
until the following day. Appointments are short and are meant only for very urgent problems. If the doctor
feels there isn’t enough time to deal with the problem properly, then in your interests he/she will ask you to
re-book with your own doctor.
Getting the most out of the Appointment System. When ringing for an appointment please remember you
can book by ringing, 020 8644 2727, between 8.45am - 12 noon and 4.00pm – 5.30pm. The lines are
busiest when they are first switched over. We know from your feedback that it is frustrating to hear the
engaged tone so please be patient and try a little later – we always have plenty of appointments everyday.
Wherever possible try to plan ahead for routine appointments so that you can be sure of a time and day that
suits you best.
Checking in. All patients will need to check in using the touch-screen or speak to the receptionist on
arrival. Please watch carefully for your name to be called on the red display screen.
Missed Appointments. In our experience, it is a relatively small number of patients who are unashamed of
repeatedly failing to turn up to appointments. The computer logs unfilled appointments, and these patients
will be de-registered for the benefit of the rest of our patients. If you cannot make your appointment, please
ring 8644 2727 and let us know. Then someone else can use your slot.
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Home visits If you genuinely cannot get to the surgery for medical reasons then please phone as early as
possible to request the visit. Please try to phone before 10.30am so that the doctors can plan and prioritise
their visits. The doctor will phone you back to assess your needs and to decide on what action needs to be
taken. Please attend surgery if at all possible. Patients can be examined more thoroughly at the surgery and
the doctor can see 3 or 4 patients in the average time it takes to make a visit.
Children can be brought up by car, cab or friends, to be examined quickly. Let reception know, and they
will make sure we see the child soon if they are miserable/ vomiting/ in pain.
Even though they feel miserable and weak, it is safe after giving Calpol, to bring children with temperatures
or a rash to the surgery.
Older patients who are able to be taken shopping or to the hairdresser are usually expected to be brought to
surgery by car.
Change of Details. Please let us know if your details change, such as surname, phone number or address.
Please note that if you move to an address outside our practice area you will need to register with another
practice which is more local to you. Your phone numbers are vitally important if we are to ring you with test
results.
PRESCRIPTIONS
Requests for prescriptions will not be accepted over the telephone, because mistakes can happen. Clearly
written requests should be posted to the surgery or posted in the white post-box at the main entrance of the
surgery (which is frequently checked). The prescription may be collected 48 hours (2 working days) later.
Alternatively, if you leave a stamped addressed envelope with us, we can post your prescription back to
you. We have also established a pharmacy collection service with several local chemists. We can arrange
for your choice of chemist to collect your prescription from the surgery and prepare it for you to collect
directly from them. If you wish to make use of this facility then please indicate your choice of chemist on
your prescription request.
Participating Chemists: Salmina (next door)
Barai Chemist (Erskine Rd, by the Butterchurn pub)
Lotus Chemist (by the Gasometer)
Anna Pharmacy (The Circle)
Rosehill Pharmacy (next to Superdrug) I.S. Pharmacy (Rosehill, next to Woolworths)
Occasionally the doctor will ask to see you before sending you any further prescriptions.
Finally, please keep in mind that it takes us 48 hours to process your prescriptions. If the chemist needs to
order your drugs, or if you are relying on the Royal Mail for return post of prescriptions, then you will have
to allow more time. With careful planning there should be no reason for any patient to run out of
medication. But if this happens, your usual chemist will often dispense a small amount of medication on the
promise of a prescription to follow.
Sickness Certificates Doctors are not obliged to issue sick notes for periods of absence from work of less
than seven days. After three days absence you should obtain a self-certificate form from your employer. If
your employer insists on a ‘private certificate’ then either he or you must be prepared to pay a fee for this
service. Doctors are not obliged to issue certificates or letters to cover a child’s absence from school, or for
parental leave. This service does attract a fee payable at the time of request.
Fees for Extra Services
Please note that some certificates, forms and insurance claims are extra services not available on the NHS.
They are a private arrangement between you and your doctor. Your GP (just like any other professional) is
entitled to charge you for these services. Further details are available from reception. Our fees are in line
with recommended rates set by the British Medical Association.
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TESTS
Blood tests are carried out at St. Helier Hospital - walk-in service. Please take your request form to the
pathology laboratory between 9.00am and 4.00pm on any weekday. An appointment is only required for
children, where a special nurse needs to be arranged to carefully take the blood. In exceptional
circumstances your doctor may ask the practice nurse to do your blood test.
X-rays are done between 9.00am and 4.00pm on weekdays at St. Helier Hospital (or Sutton Hospital).
Please present your X-ray request form at the X-ray department reception. X-ray results take about 3 whole
weeks before we are able to give a result: we would only ring you if there was a serious problem: not if
there is simple wear and tear of joints.
Urine samples for hospital laboratory analysis can be taken directly to St. Helier Hospital pathology
department carefully sealed in the request form. Or our courier can deliver it to the lab: but you must hand
it in before 10.45am.
Test Results Because of the huge volume of results we only inform patients of test results if there is a
particular problem. Unless it is a minor problem like a high Cholesterol, when we would discuss it next time
you came to see us. However, if you are worried or if your symptoms persist, then please phone on the
enquiry line between 11.30am and 1pm Monday to Friday. You may ask for your cholesterol level if you
wish.
Comments and Suggestions. We are always happy to receive patients’ comments and suggestions about
any aspect of the service we offer. Any correspondence should be addressed to the practice manager, Mrs.
Beverley Moore. If you feel that you need to make a complaint please write to Mrs Moore.
Further information on the practice complaint procedure is available at reception.
Code of Conduct. You have a right to a high quality service. However, not only do we have a
responsibility to you, but you have a responsibility to the practice. We expect our patients to treat the
practice team with the same level of respect that you would expect to receive. Just as your employer has a
legal obligation to protect you, we also have a duty to our staff. The practice does not tolerate any form of
verbal abuse directed at any practice staff. If the staff are unable to let you have what you want and when
you want it, there’s no point letting off steam at them. After all, they are only given guidance from us
doctors as to what they are allowed to say to patients.
Useful Telephone Numbers
St. Helier Hospital (including Sutton and Queen Mary’s Hospitals)
8644-4343
Epsom Hosp 01372-735735
St.George’s Hospital 8672-1255 St.Anthony’s Hospital 8337-6691
Citizens Advice 8669-3435
Police 8642-6212 Age concern 8770-4092
Samaritans 8681-6666
Sutton Council (including social services) 8770-5000
Alcoholics Anon. 7352-3001 Drug Helpline 01372-743434 Anger Management 7737-6747
AIDs Helpline 0800-567123 GU (Genito-Urinary) Clinic 8296-2543
Relate (marriage guidance) 8647-8826
Rape Crisis 8239-1122 Bereavement 8643-9299
Practice Nurses Khristyne & Pia see patients by appointment for: Blood pressure checks, HRT,
Contraceptive pill / family planning advice, Dietary and health advice, Wound dressings
Ear syringing (must first see doctor to have ears examined).
Holiday vaccinations – a fee is payable for some travel vaccines (ask at reception for details)
Routine Cervical Smears can be booked with the practice nurse. If there are any other symptoms or
problems then an examination and smear can be done by Dr Healy or Dr Jahic.
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Family Planning Services
Contraceptive advice is available from all the doctors. There are a number of methods of family planning to
suit all women. We would be especially sensitive to the needs of young people, particularly confidentiality.
Emergency contraception “morning after pill” is best taken as soon as possible after the accident: In this
practice, everybody can be seen the same morning, but if you are at work and cannot get here, please call to
speak to a doctor on the telephone. If you are taking the oral contraceptive pill, please remember to ensure
you have your blood pressure checked by nurse every six months. You might find it more convenient,
because of work, to visit one of the local Family Planning, Well Woman clinics below (no appointment
necessary) they will also be able to fit coils which we cannot currently do for you.
St. Helier: Davis unit behind casualty Mon: 7-8pm (under 18 yrs old only) Wed: 6-8pm Thur: 6-8pm
Sutton Hospital (Brighton Rd / Chiltern Rd) Mon: 7-8.30pm
Wallington Shotfield Health Centre (near Sainsburys) Tues: 9.30am-7.30pm
Fri: 6-7.45pm
Cheam Priory Crescent Clinic Tues: 7pm-8.30pm
Green Wrythe Lane Clinic The Circle Roundabout Mon: 1.30pm-3.00pm
There is also a confidential genito-urinary (G.U.) walk-in clinic based at St.Heliers (self-referral) which
deals with genital and pelvic infections and screens for sexually transmitted diseases. Tel: 8296-2543.
Clinics
Health Visitors (020 8544 2020)
Antenatal clinic
Child immunisation clinic
Children’s developmental clinic
Minor surgery
Wednesday afternoon (walk – in)
Tuesday afternoon with community midwife
Tuesday with practice nurse (including 6week check with doctor)
By arrangement with health visitor
By appointment with Dr Healy
Quality. Government recommendations have meant that we need to formalize the care we give to those
with heart & lung disease & diabetes. We have been given strict targets to achieve regarding measuring BP
& doing blood tests regularly. This is a challenge for all practices in UK, and we trust we have your
cooperation. Most patients will gladly accept this level of quality care, designed to prevent health
complications and increase their life expectancy. There are always some patients who just want their
prescriptions and are too busy to bother with the measurements that we are obliged to make to adjust their
medicines. These patients, who have previously left the responsibility to the doctor and not themselves, now
have the opportunity to formally opt-out of preventative healthcare, on the understanding that they take the
responsibility when things go wrong. Reminders regarding annual reviews will appear on your repeat
prescription tick slip.
Registering with the Practice
New patients registering with the practice will be asked to complete a registration form and Health
Questionnaire. They are invited to attend a new patient medical with the practice nurse. If you are
registering a child, please bring details of which immunisations they have previously received. If you are
genuinely housebound and cannot attend to see the nurse then please let us know. There will be a specified
doctor taking on new patients at any one time (so that we keep our patient numbers fairly equal between us).