Roslea Surgery
51 Station Road
Bamber Bridge I Preston I PR5 6PE
Telephone: 01772 310100
Website:
PATIENT INFORMATION LEAFLET
(April 2016)
ROSLEA SURGERY
51 Station Road, Bamber Bridge, Preston, PR5 6PE
Website:
Telephone numbers: 01772 310100
Emergencies 111
Opening Hours
When this Practice is closed (6pm-8am) the Out Of Hours (OOH) service is provided by calling 111.
DAY / OPENING HOURSMONDAY / 8am – 6pm(telephone open til 6.30pm)
TUESDAY / 8am – 6pm (telephone open til 6.30pm)
WEDNESDAY / 8am – 6pm (telephone open til 6.30pm)
THURSDAY / 8am – 6pm (telephone open til 6.30pm)
FRIDAY / 8am – 6pm (telephone open til 6.30pm)
SATURDAY / 9am – 3.30pm (until March 2017) at Riverside Medical Centre
SUNDAY / Closed
Introduction
At Roslea we aim to provide our patients with the highest possible standards of medical care and to treat our patients with respect and courtesy. This leaflet explains the range of medical care that we offer from booking an appointment with one of our team of doctors or with one of our practice nurses and the range of special clinics and services that we offer.
Further information is made available on the television in the Waiting Room and is regularly updated on our website.
We are a group practice and your name is registered with the practice and not with an individual GP Partner. If you would like to express a preference of practitioner this can be recorded on your computer notes, but we cannot guarantee that you will always be able to see your preferred GP.
We welcome feedback from our patients. If you wish to let us know anything about our services you can speak a member of staff or to the Practice Manager.
Our Staff
PRACTICE MANAGER / Michelle Quinn / Michelle deals with all elements of the business and is involved in managing all of the business aspects of the practice such as making sure that the right systems are in place to provide a high quality of patient care, human resources, finance, patient safety, premises and equipment and information technology. The practice manager supports the GPs and other medical professionals with delivering patient services and also helps to develop extended services to enhance patient care. Michelle deals with all financial aspects, probity and overseeing the day to day running of the practice.
OFFICE MANAGER / Paula Mason / Paula deals with all Patient Administration functions and ensuring patients are recalled in a timely manner manages the appointment books, keeping the web site up to date and referrals
The Teams
Nursing Team / Doreen Brown
Gina Entwisle
Emma Butler
Natalie Maxfield / We have a nursing team, Practice Nurses, Treatment Room nurses Advanced Health Care Assistant and Healthcare Assistant.
Our Practice nurses are qualified and registered nurses. They can help with health issues such as family planning, healthy living advice, blood pressure checks and dressings. The practice nurses run clinics for long-term health conditions such as asthma or diabetes, minor ailment clinics and carry out cervical smears.
Within the Treatment room you can expect nurse to assist with Minor Surgery, injections, smears, vaccinations, etc and our Healthcare Assistants support practice nurses with their daily work and carry out tasks such as phlebotomy (drawing blood), blood pressure measurement and new patient checks. They may act as a chaperone when a patient or doctor requests one.
Reception Team / Susan Walker
Margaret Fry
Marie Johnson
Cheryl Lyttle
Sharon Edwards
Pamela Beddow
Ashley Ord / A dedicated team of Patient Support Receptionists help in arranging appointments and assisting patients on how to access other healthcare services, give our information for you to register for on line services and keep you up to date on anything that is changing. These individuals deal with all the post, correspondence from contacts you have had at the hospital, out of hours and ensure that your notes are kept up to date
Patient Admin Team/ Medicine Management / Stella Tyrer
Charlotte Bretherton
Val Wilson / These individuals will register new patients. Charlotte deals with insurance reports and solicitors requests are dealt with at the same time dealing with queries from the hospital on your behalf.
Opening times
The Reception is open from 8am-6pm Monday to Friday when you can make appointments in person and drop off or collect prescriptions.
Telephoning the Practice
We answer the majority of our calls within one minute. It takes a little longer during our busiest times (8-9am). If your call is not urgent please call later in the day. Our telephones are answered from 8am-630pm.
Making an Appointment
You can make appointments by phone 01772 310100
To help us provide a better service to all our patients, if your call is not urgent please phone after 10am. You can also book and cancel appointments on-line once you have registered with us for this service. This is via Patient Access and included in this pack is details and also forms of identification required to register.
Please ask at Reception for details of how to join the online services.
If you wish to see a particular doctor it is advisable to book in advance. If you feel the problem is urgent please give details to our receptionist. Urgent problems will always be seen on the same day, although it may not be with your usual doctor
We aim to see all patients within 20 minutes of their appointment time, however this may not always be possible (due to medical emergencies). If there is a delay you will be informed by the receptionist and offered the choice of waiting or be offered another appointment.
The appointment system operates both for your convenience and to aid the doctor and should be one patient to one appointment. It does help if you only present your doctor with one or two problems at each consultation, rather than saving them up; if you think your consultation will last longer please let the receptionist know.
On The Day Appointments
Some appointments are available on the day of booking for clinically urgent issues.
Please note that the doctors cannot deal with multiple problems during a routine 10 minute appointment and if you feel your medical condition requires a longer appointment please ask the receptionist for a double appointment
GP Telephone Consultations
In some case you may be offered a telephone consultation with a doctor instead of attending the practice in person. The doctor will have access to your medical records during his or her call.
Automatic Check-In Screen
To avoid having to queue at Reception you can book in for your appointment on the Automatic Book-In Screen situated to the left of the Reception Desk.
Simply press Begin then respond to the prompts to select your Gender, Month of Birth and Date of Birth. You will then be asked to confirm your time of appointment and who your appointment is with. Reception staff are happy to assist you if you get stuck.
Calls From the Practice to Patients
Please be aware that should anyone within the Practice call you one of the Practice’s telephone numbers no caller id will be displayed.
Home Visits
All requests for a home visit are reviewed by a GP who will decide if this is required for clinical reasons only. The GP may telephone beforehand or offer a telephone consultation.
Home visits can be requested by calling 01772 310100 before 10.30am.
Cancellation of appointments
If for any reason you find you no longer need an appointment that you have booked, please telephone and tell the Receptionist you wish to cancel. This will then allow us to be able to offer this appointment to another patient. Patients who don’t do thiswaste hours of clinical time and prevent us from being able to offer the appointment to others. Please refer to our Do Not Attend policy (DNA) included in this pack. You can also cancel your appointments via Patient Access online.
Go to the Pharmacy to get help with the following:
Minor Illnesses
Cuts and grazes
Minor scald/burns
Bites/stings
Emergency Contraception
Minor skin infections/rashes
Minor eye conditions
Stomach upsets
Coughs, colds flu-like symptoms
Common illnesses
Asthma attacks
Abdominal pain
Back pain
Statement of Fitness for Work - ’Fit Note'
The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help you return to work sooner by providing more information about the effects of your illness or injury.
For more information see the DirectGov website –
You should call the Receptionist on the day you need to renew a fit note as a GP cannot issue one until the day it runs out. In most cases you are not required to produce a ‘return to work’ fit note.
Repeat Prescriptions
If you are receiving regular treatment we may agree to let you have a repeat prescription without consultation. Repeat prescribing is computerised. Each prescription has an attached printout which you will need for your next request for a repeat prescription. Requests for repeat prescriptions without consultations may be made:
- By post, enclosing a stamped addressed envelope, allow 3 days for delivery.
- In person at the dispensary in the surgery. Please give 2 working days’ notice.
- Online via the link at the top of this page. Please ask for details. Please give 2 working days’ notice.
Prescriptions ordered over the weekend will be ready on Wednesday
Please note - WE CANNOT ACCEPT VERBAL REQUEST FOR REPEAT PRESCRIPTIONS.
If you choose for your script to go to a local pharmacy directly then please allow at least 3 days for this to be processed by the Practice and the Pharmacy.
Medication Reviews
Patients on repeat medication will be asked to see a doctor, nurse practitioner or practice nurse at least once a year to review these regular medications and notification should appear on your repeat slip. Please ensure that you book an appropriate appointment to avoid unnecessary delays to further prescriptions being issued.
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.
Clinics & Services
We offer a complete range of health care services including the following:
Baby Clinic
This clinic is for child development check, immunisations and discussing any possible problems you may have with your baby.
By appointment only (Please do not bring ill children to this clinic)
Antenatal Clinic
By appointment with the midwife. Maternity care is provided by the community midwife in conjunction with the doctors and general antenatal care is shared with the hospital.
Thursdays – 1300 - 1530
Asthma Clinic
This clinic is run by our practice nurse who is specially trained in asthma care. Asthma topics include the disease process, inhaler techniques, types of treatment, monitoring and self-management plans.
Diabetic Clinic
This clinic is run by our practice nurse who is specially trained in diabetic care. Diabetic topics covered include; risk factors, long term complications and their prevention, blood sugar monitoring and control.
Travel Vaccines
Some immunisations are available on the NHS but others incur a fee. The practice nurse will advise you on this point. Please make an appointment at least 8 weeks before you are due to travel. More details are available on the above tab.
Annual Flu Clinics
Influenza vaccinations are offered to patients who are over 65 or in ‘at risk’ groups because they
- have a chronic condition including:
- Chronic Respiratory Disease
- Diabetes (requiring insulin or oral hypoglycaemic drugs)
- Asthma (requiring continuous or repeated use of inhaler or tablets)
- Chronic Heart, Kidney or Liver Disease
- Vaccinations are also offered to carers of ‘at risk’ patients.
Clinics are run in October and the dates are made available in the surgery and you should look out for this so you can start booking your appointment in September.
Individual invitation letters are notsent to patients in the first instance.
Cervical Smears
This important test will be carried out by one of our (female) practice nurses-appointments should be made at reception. We operate a recall system and you will receive a letter inviting you to have a smear test at appropriate intervals.
Non-NHS Services
Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:
- Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
- Insurance claim forms
- Passport signing
- Prescriptions for taking medication abroad
- Private sick notes
- Vaccination certificates
The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.
Test Results
Ask your doctor or nurse how long the results will take to come through and then either ring or call into the surgery between 11:00 and 15:00. Please do not telephone during surgery times. You will be told if your results are normal or if you need to see the doctor.
Please note that we do have a strict policy regarding confidentiality and data protection. In this respect we will only give out results to the person they relate to unless that person has given prior permission for their release or if they are not capable of understanding them.
Blood Test
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.
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.
New Patient Registrations
All new patients will be asked to complete a GMS1 form, prove identity. Complete a health questionnaire and attend for a health check with one of our nurses within one month of registering. The questionnaire is a useful opportunity to assess your present health and gather some information about your medical history before we receive your full NHS records from your previous practice.
When you register you will also be asked to fill out a medical questionnaire included in the pack and bring it with you to your new patient appointment. This appointment will take 20 minutes and completes the registration process.
Freedom of Information
Information about the General Practitioners 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.
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 see leaflet in this pack and if you need to raise a complaint then please ask a member of staff for a form.
We operate an in-house complaints procedure in accordance with current NHS guidelines.
Written complaints should be addressed to Michelle Quinn, the Practice Manager or Paula Mason, the Office Manager . An initial acknowledgement will be made within 3 working days and dependent on the nature of the complaint we aim torespond within ten working days. Alternatively you can discuss your concerns with either Michelle or Paula.