We will treat you with courtesy and respect. We will aim to see you within 10 minutes of your appointment time. When we are running late, there is usually a good explanation.
We aim to offer an appointment with a doctor the same day even for routine matters; it may not always be possible to see a doctor of your choice. A doctor will always be available to assess urgent problems by telephone, they will decide whether to give advice, suggest a surgery visit, attend a hospital or visit you at home.
We will provide information about your health. You can bring a friend or relative to the consultation if you wish.
You may see your medical records, but this is at the discretion of the GP. It maybe necessary to withhold information thought harmful to you. Should you require a copy of any information form your notes the practice is at liberty to charge the statutory fee.
We will provide a chaperone to be present during examinations with a GP or nurse if requested.
We will respect your confidentiality in matters relating to your health and will operate within the NHS
Confidentiality code of practice.
We will deal with complaints promptly and objectively. Our aim is to be produce a positive outcome for all concerned.
Patients Rights and Responsibilities
Please be courteous and polite when dealing with members of the practice team. Please inform us as soon as possible if you cannot attend an appointment. We need half an hour notice to fill your appointment slot if you decide to cancel. If you do not attend for 3 or more appointments within a 12 month period we reserve the right to remove you from our practice list. You will receive written confirmation of this procedure.
Please arrive promptly for your appointment as late arrivals (later than 10 minutes) may have to reschedule or at the Doctors discretion wait until there is a free slot. An appointment should be for one person only. The doctors can usually help with one, or at the most two, problems in this time. Please don't ask for other problems to be dealt with at the same time as a chronic disease management clinic. Make a separate appointment.
Please do not assume that a consultation will result in a prescription or referral unless the doctor considers it necessary.
Please request home visits by 10am whenever possible. Home visits are for the truly homebound and for patients that the doctor fells are too ill to attend surgery.
Please supervise your young children whilst in the waiting areas and consulting rooms. Please keep them with you and do not let them wander off, thank you for your co-operation.
Warwick Gates Family Health Centre
Cressida CloseHeathcote
Warwick
CV34 6DZ
Dr. Andrew Kennedy MB ChB TD
Dr. Francis Campbell MB ChB MRCGP DRCOG MA DFFPDr. H. Moira Rose BM MRCGP DRCOG DFFP
Dr. Suzanne Redfern MB ChB MRCGP DRCOG DFFP
Dr. Ruth Penfold MB ChB DFRSRH DFFP
TELEPHONE NUMBER 01926 461800Press Option 1 for Doctor Appointments or Visits
Press Option 2 for Nurse or Midwife appointments
Press Option 4 for General Enquiries
NORMAL OPENING HOURS
MONDAY 0800 - 1210hrs & 1400 – 1830hrs
TUESDAY to FRIDAY 0800 - 1235hrs & 1400 – 1830hrs
EXTENDED HOURS
(These are only for pre-booked appointments)
no emergency appointments available during these times
TUESDAY 7am – 8am
WEDNESDAY 7am – 8am
THURSDAY 7am- 8am
FRIDAY 7am – 8am (twice per month)
The above surgeries may be subject to change due to holidays.
OUT OF HOURS SERVICE
The surgery is closed during evenings, weekends and bank holidays. Emergency Medical Care is covered by the SWCCG from the A&E Dept, Warwick Hospital. Please telephone NHS 111.
HOME VISITS
Home visits are available at a doctor's discretion. If you require a home visit from a doctor please telephone the surgery (461800) before 10am as this enables the doctor to plan their day accordingly? When you call up to book a home visit your details including a contact phone number will be taken and a doctor will call you back to discuss the relevance and/or timing of a home visit.
NHS DIRECT – 24 HOUR HELPLINE PROVIDING ADVICE AND INFORMATION – PLEASE TELEPHONE: NHS 111
Web Site www.warwickgatesfhc.co.uk
Fax 01926 461803
APPOINTMENTS – DOCTORS AND NURSES
Dr Andrew Kennedy, Dr Francis Campbell,
Dr Moira Rose Dr Suzanne Redfern Dr Ruth Penfold
Routine appointments with Doctors are available every weekday as follows:-
MONDAY 8.30am – 10.30am & 3.50pm - 5.50pm
TUESDAY 8.30am – 10.30am & 3.50pm - 5.50pm
WEDNESDAY 8.30am – 10.30am 3.00pm - 5.00pm
THURSDAY 8.30am – 10.30am & 3.50pm - 5.50pm
FRIDAY 8.30am – 10.30am 3.00pm - 5.00pm
Extended Hours 07.00-08.00 Tuesday, Wednesday Thursday these are only pre booked appointments only
It is our aim to be able to offer routine appointments within 48 hours, although the timing will depend on availability. We also aim for the appointment to be with a clinician of your choice, when booking the appointment request your preferred clinician; however we cannot guarantee the availability of this. Urgent medical appointments will always be available on the day but may be outside of the above times, and there is usually no choice of clinician.
SPEAKING TO A DOCTOR OR NURSE BY PHONE
We ask that if the patient wishes to speak to a doctor they phone and inform the receptionist. A record will be made for the doctor to return your call, some time during that day or the next day. Please ensure you will be available on the number you give as the doctor will not have time to repeatedly try to contact you.
NHS Contractor – NHS England Arden, Herefordshire & Worcestershire
If you wish to find out about other primary medical services in your area ask at reception or contact the above. Their contact details are as follows:-
Wildwood Drive,
Wildwood,
Worcester,
WR5 2LG
Switchboard: 0113 825 3099
How We Use Your Personal Health Information
Every time you attend the surgery staff will record details of your medical history, personal life and treatment as part of your routine care. Staff need this information to care for you properly. This information is kept in your computerised medical records and will only be shared with other health care professionals who are involved with your care on a need to know basis.
In order to allow safe and effective treatment for you in an emergency or in a hospital clinic within South Warwickshire, your medical information is available over a secure NHS online service. This service can only be accessed with your explicit consent at the time. It has been designed not to contain highly sensitive information. We will not release any medical information to any other outside organization without your written consent. All staff working in the NHS is bound by a strict code of confidentiality.
You have the right to specify whether specific information should be inaccessible to other NHS doctors who are treating you in an outpatient clinic but need to make this clear to the doctor referring you to such a clinic at the time of referral.
Our medical records conform to the standards laid down by the most recent versions of the NHS guide ’Good Practice Guidelines for General Practice Electronic Records’ and ‘Confidentiality NHS Code of Practice’.
DISTRICT NURSE
The District Nurse at this practice is Helen Wanless. A message book is held at the surgery for patients wishing to contact the District Nurse and this is accessed daily from Monday to Friday by the District Nurse. Alternatively you can contact them directly on 01926 600818.
PRACTICE MANAGER
The Practice Manager at the practice is Mrs Patricia Campbell. We would welcome ideas and thoughts from our patients on how we can better meet your needs. If you have suggestions, Mrs Campbell would be delighted to hear from you, either in writing or at a mutually convenient time.
We also have an In-House Complaints Procedure; if you feel our service has let you down please contact Mrs Campbell, who will deal with your complaint.
How to register with the practice
· The practice accepts new patients whose permanent residence is an address on the Warwick Gates estate and the immediate area.
· Prospective patients should come in person to the practice to collect a New Patient Registration Form and a GMS1 form. This can be completed either at the practice or at home. These need to be handed into the practice to complete the registration. When you attend with the completed forms to register at the practice please bring with you your medical card or a form of photo ID.
· An appointment with a nurse may be necessary if you are aged over 40 AND on any repeat medication.
· Please note once you are registered with our practice if you change your name, address or telephone number would you inform one of our receptionists including your postcode. If you move outside the practice boundary area you will need to change your doctor.
REPEAT PRESCRIPTIONS
This system is only for ROUTINE drugs that have been authorised by your Doctor and are held on our computer records. Printed on the right hand side of your prescription as a “tear-off” slip. Please use this where possible to re-order your prescriptions and indicate with a tick which drugs you require.
HOW TO ORDER – Please try to allow plenty of time for your prescription request to be processed. We will endeavour to have your prescription ready for collection within 2 working days of receiving the request (Monday to Thursday). *Requests received on Friday will normally be ready for collection on Tuesday afternoon. Extra time will be needed for Bank Holidays.
**If you request drugs that are not on your re-order form or need to be re-authorised it will take 3 working days to process and you may be asked to see the Doctor or the Nurse before we issue the prescription. If you are a new patient at the practice, please ensure you have discussed your repeat prescription requirements with your Doctor so that they will have been entered on to our computer system.
THE PRACTICE POLICY IS NOT TO TAKE ANY PRESCRIPTIONS OVER THE TELEPHONE
PLEASE USE THE TEAR-OFF SLIP ATTACHED TO YOUR PRESCRIPTION
Tick the drugs that you require and either:-
§ Post to us (write “Prescription” on the envelope)
§ Hand in at Reception
§ Fax (01926 461803)
§ e-mail www.myvisiononline.co.uk
§ web page Warwickgatesfhc.co.uk
HOW TO COLLECT
§ Collect from the surgery
§ Enclose an SAE and we will post it to you
§ Most chemists will collect prescriptions from the surgery so that you can collect the medicines direct from them. Enter the chemist name at the end of the order form.
How to Obtain Test Results.-
Telephone 01926 461800 and Choose Option 3, at the following times 10am – 12 noon Monday to Friday or on any afternoon after 3pm.
Results will only be given to the specific patient to whom they apply. In the interest of confidentiality please be prepared to identify yourself. Please do not phone for results for friends / relatives without prior agreement (written consent may be required).
PRIVATE PATIENTS / FOREIGN VISITORS
Foreign visitors may be treated as private patients. Please enquire at the reception desk for the current fee scale.
NHS Walk-in-centre
Coventry Walk-In Centre;
Stoney Stanton Road
Coventry
The Walk-In Centre is open 7 days a week from 7am to 10pm. You don't need an appointment - just turn up. The clinic offers quick and easy access to a nurse specially trained to deal with minor injuries and ailments.
The clinic works as a complementary service to GP services and represents a new choice, especially in winter when doctor’s surgeries are often very busy.
SPEAKING TO NURSE BY PHONE
Telephone appointments are available with Nurse Kennedy Monday’s, Tuesday’s & Thursday’s. The receptionist will make an appointment for this to take place; the patient will be given a day and time to phone the surgery to speak to the nurse.
NURSING STAFF
Yvonne Kennedy Nurse Practitioner RN BSc(hons.)RM
Jo Floyd Practice Nurse RN BA (hons)
Toni McKeaney Practice Nurse RN RNCB
The nurses manage female health issues – Contraception, Smears, Menopause and HRT, chronic illnesses – Diabetes, Asthma and High Blood Pressure and minor illnesses – earache, sore throats etc. They are also available for health and lifestyle advice and cover a wide range of routine nursing procedures. Consultation with the nurses is on an appointment basis.
HEALTH VISITOR & COMMUNITY NURSERY NURSE
The Health Visitors attached to this practice are Allison Whatmore, Janet Bogyor and Melanie Hopkins -tel nos: 01926 336640 or 01926 339604. On registering with the practice, a health visitor will make contact with parents of children under 5 years; this provides the family with the opportunity to discuss family health issues and to obtain information about the local Health Visiting Service. The Health Visitor’s are not based at the health centre.