PATIENT INFORMATION LEAFLET

LANCASTER HOUSE MEDICAL CENTRE JUNCTION SURGERY

24-28 North Road 77 Junction Lane

Merseyside WA10 2TL Merseyside WA9 3JN

Telephone: 01744 617000/*647059 01744 627677/*647035

Fax 01744 451072 Fax 01744 638509

Clinical Commissioning Group (CCG) Chamber of Commerce Chalon WaySt HelensWA10 1FY. 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.

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 *NEW* / 9.00 am – 1.00 pm
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:

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.

Pre-bookable: A limited number of pre-bookable appointments, with the doctor of your choice, are available to book up to 2 weeks inadvance, 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 yourappointment!

  • 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:

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.
  1. For medical advice telephone 111
  1. 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.

Practice Staff

Our reception staff areAdele Woodward, Office Manager, and Estelle Roberts Senior Receptionist. Adele Lanchin andJan Chisnall are Receptionists. The Practice is managed by Richard McLeod as Business Partner.

Additionally Estelle Roberts and Adele Lanchin are trainedhealth 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 othercarer/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:

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 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 addressOR 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 toyou.
  • 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.

Practiceleaf01/04/15

Practice Leaflet 01/04/15