Surgery

Practice Boundary

If you live in our practice area and would like to register with us, Market Lavington please complete one of our registration forms that are available from reception. Please bring a utility bill which matches your cur- Surgery rent address, and photo ID with you so that we may verify your registration. You will be registering with the practice; but will have the opportunity to choose which GP you prefer to see should you so wish. A guide to our services

Opening Hours: Monday 8:00am-7:00pm Tuesday 8.00am-7.00pm Wednesday 8:00am-6.30pm Thursday 8.00am-7:00pm —— = practice boundary Friday 7.30am-6.30pm Closed for lunch daily 12.30pm-1.30pm HOW TO CONTACT US Our postal address is: Telephone Number High Street, Market Lavington , , SN10 4AQ 01380 812500 Telephone: 01380 812500 Fax: : 01380 814798 Receptionists are available on this number: Email : [email protected] Monday-Friday 8.00am-12.30pm and 2.00pm-6.30pm Website : www.marketlavingtonsurgery.nhs.uk Emergency Telephone Number: 01380 812730

This surgery is within the Wiltshire Clinical Commissioning Group

Welcome to Market Lavington Surgery Useful Telephone Numbers Market Lavington Surgery serves the whole of Market Lavington NHS Wiltshire CCG 01380 728899 and , its surrounding villages and towns. Our team includes four doctors, two nurses, one healthcare assis- Kennet District Council 01380 724911 tant, one phlebotomist and over ten reception and administrative staff. District nurses, a health visitor, podiatrist, counsellors, psy- 0300 456 0112 chologist, physiotherapist, memory nurse and dementia care advi- sor are also attached to our practice. Together we aim to provide Emergency Adult & Social Care 0300 456 0100 our 5,600 patients with a high quality of healthcare.

Our Partners Dr Richard C S Sandford-Hill NHS Direct 111 MBBS. MRCGP. F.P.CERT Senior Partner, Male Carer Support Wiltshire 0800 181 4118 Available Mondays, Wednesdays Surgery Emergency Line 01380 812730 Dr Jane R Kostelnik MBBS. DRCOG. DFFP. Partner, Female Surgery Appointments Line 01380 812500 Available Tuesdays, Wednesdays and Fridays Surgery Results Line (2-4pm) 01380 812796 Dr Anne-Marie Wilcox MBChB. JCPTGP. MRCGP. Partner, Female Surgery Practice Manager 01380 814795 Available Mondays, Wednesday morning and Health Visitor 01380 812762 Thursdays

Dr Robin Latham Antenatal Bookings/Midwife 01249 456467 MA. MBChB. MRCGP, PGCE Partner, Male Volunteer Link Drivers providing Available Tuesdays, Thursday and Friday patient transport to appointments 01380 848010 Market Lavington, Urchfont, West Lavington. L.Panell, G.Cheverell 01380 816826 Devizes and District 01380 721775

Dementia Adviser 07809 350843

Your responsibility We aim to treat our patients courteously at all All our doctors provide personal medical services and child health sur- to our staff times and expect our patients to treat our staff veillance services. Dr Sandford-Hill provides minor surgery services. in a similarly respectful way. We take seriously All doctors provide contraceptive services. Dr Sandford-Hill and Dr any threatening, abusive or violent behaviour Kostelnik provide Long Acting Reversible Contraceptive services. against any of our staff or patients. If a patient is violent or abusive, they will be warned to Our nursing team Mrs Theresa Giles RN, Mrs Karen Butcher RN, stop their behaviour. If they persist, we may assisted by Mrs Lorraine Mundy HCA and Mrs exercise our right to take action to have them Sarah Bates Phlebotomist. removed, immediately if necessary, from our The nursing team deals with a range of condi- list of patients. tions and health concerns and are experts in many areas of disease management such as dia- Complaints Market Lavington Surgery aims to give a betes, asthma, coronary heart disease and high friendly and professional service to all our pa- blood pressure. tients. However , if you have any concerns about any aspect of our service, please let us They provide our treatment room and clinic room know. We aim to sort out most problems sessions which are run on an appointment sys- quickly and easily, often at the time that they tem. You will generally be called for an appoint- arise and with the person concerned. ment with a nurse or referred to them by another clinician. If your problem cannot be resolved in this way and you wish to make a complaint, please do Our Administra- Mrs Helen Scott, Practice Manager, Mrs Michele so in writing and address it to Helen Scott, tion Team Collier, Practice Administrator and Mrs Joanne Practice Manager. Smith, Senior Receptionist will be able to help Further details of our complaints procedure are you with any administration problems you may provided in a separate leaflet Market Lavington have with the way the practice is run. Surgery, Complaints Procedure available in the District Nurses The district nursing team attached to the practice waiting area. We investigate all our complaints provide your nursing needs in the community if adhering strictly to the NHS Complaints Proce- you are too poorly to attend the surgery. Should dure. you need to contact them you should contact us on the main surgery number. 01380 812500. Branch Surgery We offer appointments at our branch surgery in Urchfont four times each week. To book an Antenatal Care Our community midwives would like to hear from appointment at Urchfont please ring the sur- you as soon as you know you are pregnant. gery appointments line. Please contact them on 01249 456467. Please Address: Urchfont Surgery, Village Hall, collect a Pregnancy Pack from Reception prior to Peppercombe Lane, Urchfont, Wiltshire. your midwife appointment.

Health Visitor Our Health Visitor promotes health to families Disabled Our surgery is accessible to patients using a wheel- with children under 5. She holds a Child Health Access chair. Drop in Clinic on the first and third Tuesday of the month; 10am-11am. You can contact her on Learning We are committed to providing a good service to all 01380 812762. Difficulties our patients. Please let us know if we can help to improve your experience at the surgery in any way. Counsellor We have trained counsellors who visit our prac- You can do this by speaking with one of our recep- tice Wednesdays. Please ask at reception for the tion team (in private if you prefer), or by telephoning details. There will be a number to call to arrange the practice manager on 01380 814795 who will be an appointment with the councillor yourself. able to discuss your needs with you.

Carers Do you care for a relative or friend on a regular ba- Physiotherapist An NHS physiotherapist treats patients on Mon- sis? We offer support to carers; please ask anyone days at the practice. You can self-refer, the form at reception to refer you to our Carer’s Lead. She to do this is in the waiting room. Once you have will talk to you about the support we have available. completed the form please give this to Recep- Alternatively please visit our website for more infor- mation. Podiatrist Please ask at Reception about this service

Patient Non-urgent transport for hospital appointments is Transport available on the NHS; but there are very strict med- Dementia Adviser We have the services of an Alzheimer’s Support ical criteria that will be taken into consideration be- Dementia Adviser who is based in the surgery fore a patient will be deemed eligible for transport. every Monday, Tuesday and Thursday. She We will help you to organise transport to a hospital is available to provide up to date information and appointment; but we are obliged to ask you a num- support to people living with dementia and their ber of questions about your medical condition be- families. She will help Alzheimer’s sufferers and patients with memory loss to access the ser- fore we will be able to make the application. vices they need. The dementia adviser works Patient The practice is committed to protecting the confi- closely with our GPs. She will help and advise Confidentiality dentiality of all patient records. Health information carers and patients with a current diagnosis of may be shared, when necessary and as appropri- dementia and those who are worried about, or living with memory loss. You can get in touch ate with other health professionals, e.g. Midwives, with her direct on 07809 350843. Her name is Health Visitor, Specialist Nurses, Pharmacists, Tina Perryman Consultants. We only pass relevant information about you to professionals involved in your healthcare so that they can provide the best possi- ble care for you. Please inform us if you do not want such information communicated.

Training Market Lavington Surgery is accredited by the Appointments Telephone 01380 812500 to book an appointment. Practice Severn Deanery as a GP Training Practice. Online booking. Register at reception to use this This means the practice will have a qualified facility which means that you will be able to book Doctor training to specialise in General Practice. and cancel appointments at a time that is conven- Each doctor will remain with us for a period of 6 or ient for you. 12 months. You may be offered an appointment with the trainee GP. Urgent cases are seen on the day.

You may also be asked if you would mind the con- If your condition is non-urgent, you can expect to sultation being video recorded. This is purely for see a GP within seven working days, however you the educational training purposes of the doctor con- may have to wait longer than this if you want to cerned. The videos are used strictly according to choose which GP that you see. Royal College of General Practitioner’s Guidelines and are destroyed within 12 months. For your convenience it is normally possible to book an appointment up to four weeks in advance. Dr Wilcox is our GP Trainer at the practice. When she is sitting in with the GP Trainee she is there A limited number of telephone consultations are purely to observe and teach the Trainee. Please try available daily. The GP will phone you on the num- to remember not to speak with her rather than the ber that you have given usually after morning sur- GP Trainee with whom you have a booked appoint- gery. Please try very hard to be available to take the ment. call. If you miss it, please phone again; we will try to book another call to you later that day.

Teaching Market Lavington Surgery is a teaching prac- Most appointments are booked at 10 minute inter- Practice tice. We regularly have undergraduate medical stu- vals, some patients need longer than this and some dents from Bristol University who will sit with our need less time. Our GPs will aim to keep to your GPs in clinics. Reception will always advise you if appointment time as much as they reasonably can. a student is sitting with your GP and ask your per- Please think about how many issues you and your mission as to whether the student can observe your GP can cover in 10 minutes. Aim to tell the GP about consultation. the issue that is giving you the most concern first; rather than leaving it until the end. Research Market Lavington Surgery is part of the Primary Care Research Network. From time to time you Tell us if you want someone to accompany you dur- may be asked if you would like to participate in a ing an examination; or for the consultation to be in Research Project. You will always be asked to sign private e.g. if a medical student is in attendance. a consent form before entering the project. There is no obligation for you to enter any study.

Test Results Please ring 01380 814796 between 2pm and Your local CCG The CCG’s contact details are: 4pm, one week after you have had blood or continued... urine tests or ten days after an X-Ray. A NHS Wiltshire CCG member of staff will advise you of your results Southgate House and anything further that needs to be organ- Pans Lane ised. Devizes SN10 5EQ Remember that test results can only be given out to the patient. You will need to make a Telephone no: 01380 728899 written request to be held on your notes Email: [email protected] should you wish the results to be given out to Fax no: 01380 722443 a family member or partner.

You can help us by  Being on time for your appointment Patient Advice and In the event that we are unable to help you or Liaison Service you think that you need to speak to someone  Letting us know if you need to cancel (PALS) not associated with the surgery; then please  Calling for a home visit or urgent ap- contact the PALS team on: pointment before 10.00am Telephone: 03001232103  Ringing for the results of tests after Email: [email protected] 2.00pm If you have a complaint about a GP that cannot Home Visits You should only request a home visit if you are be resolved by the Practice Manager; you should contact NHS on: too ill to travel anywhere. Our doctors typically see six patients in the time taken for a single Telephone: 0300 311 2233 home visit. For this reason, we ask our pa- Email: [email protected] tients to come to the surgery if at all possible. If your condition means that you cannot visit Post: NHS England, PO Box 16738, the surgery, please ring before 10.00am to Redditch, B97 9PT arrange a visit and let us know that the condi- tion is urgent.

Emergencies We provide a duty doctor on call throughout our opening hours. Please phone 01380 812730 in the event of an emergency.

Your local Your local pharmacist will be able to give you free Out of Hours Evenings, weekends and bank holidays when the Pharmacist health advice at any time; you don’t need an ap- Service surgery is closed. If you have a medical problem pointment. Many pharmacies operate extended that will not wait until the surgery re-opens please hours on a rota basis. Call NHS 111 for details. telephone the NHS 111 line; they will direct you to an out of hours GP who will be able to help you. NHS 111 NHS 111 offers free expert health information and Appointments Our nurses and GP’s offer early and late appoint- advice 24 hours a day on telephone number; 111 or for working ments as follows. Mondays 8:00am-7:00pm; Tues- at their website; http://www.nhsdirect.nhs.uk/ which people days 8.00am-7.00pm: Thursday's 8:00am-7:00pm also offers an enquiry service. If English is not your and Fridays 7.30am-6.30pm. preferred language, you can choose to use a confi- dential translation service on 0845 4647; simply say Nurse and Services provided by our nurses, HCA and phleboto- which language you need to use when the call han- HCA mist (by appointment only) include dressings, blood dler answers the phone. For deaf people and appointments tests, ECGs, ear-syringing, injections, contraceptive those hard of hearing, a textphone service is availa- and HRT reviews, blood pressure reviews, weight ble on 18001 111; the call handler is trained to rec- and dietary advice, smoking cessation, removal of ognise these calls and to help people with specific stitches, cervical smears, holiday vaccinations communication needs. (including yellow fever) and travel advice. Whatever the day or time, if you or someone else Accident and Other These are held throughout the week; more infor- experiences severe chest pain, excess loss of blood Emergency or clinics mation about the clinics are available from Recep- 999 or suspected broken bones, go to your nearest Ac- tion. You will need an appointment. cident and Emergency Department or call 999 Child Immunisation– Friday am Accident and emergency departments are open 24 hours a day all year round and can assess serious Minor Surgery (referral by GP) - Wednesday am injuries and provide emergency treatment. Health Check (invitation needed)- Tuesday pm

NB all oral types of contraception are available on Your local CCG The area served by Market Lavington Surgery is in prescription from a GP during normal surgery times. the district covered by the Wiltshire NHS Commis- sioning Board and the NHS Wiltshire Clinical Com- missioning Group. Both bodies are responsible for ensuring that you get all the services that you need. Details of all primary care services in the area, can be found on http://www.wiltshireccg.nhs.uk or get the information that you need at www.nhs.uk

Travel Clinic A full travel immunisation service is provided by the practice nurse. We are a registered Yellow Repeat Please use the tear-off slip attached to your most Fever Vaccination Centre. Prior to booking your Prescriptions recent prescription, then bring, fax or post it to us, appointment with our travel nurse please go to unfortunately we are unable to accept prescription www.fitfortravel.nhs.uk where you will find infor- requests over the phone or by email. You may also mation about the types of travel vaccinations that request repeat prescriptions online via our website. you are likely to need. The timing of your vac- Your prescription will be ready for collection at the cinations is important; this website will give you Surgery from 4.00pm two working days after we re- information about how far in advance of your trip ceive it. If you wish us to send it to a pharmacy in you will need to book your vaccinations. Please Devizes, it will be ready at 4.00pm three to four allow at least two extra weeks prior to this, to en- working days after we receive it (allowing time for able us to book your Travel Consultation with our Royal Mail delivery). NB This means that if you Travel Nurse. Should you need comprehensive submit your prescription to the surgery on a Friday, information about specific travel vaccinations; it will not be ready for collection from the surgery you can visit the health information section of the until the following TUESDAY. website: Patient.co.uk. Our travel nurse will be Specialist & If a GP or another member of our health care team able to answer any further questions that you Hospital Care believes that you need hospital treatment or spe- may have during your initial travel consultation. cialist care elsewhere, they will offer you the choice Travel Health Questionnaire: To help us offer the of where you would like to go so that you can be appropriate advice, please fill out the online form referred appropriately. If you are referred through before coming to see the nurse. Please down- the Choose and Book system you will also be able load this from our website. to book your appointment at a time that suits you.

Care of Chronic disease clinics are run by the Practice Other Local As well as our practice, there are many other local Chronic Diseases Nurse Team. These clinics are designed to moni- NHS Services NHS services you can contact for health advice, tor patients with the following conditions: information or treatment. Before you do, remember Asthma, Hypertension, that you can treat many minor ailments such as colds, coughs and indigestion by keeping a well- Diabetes, Coronary Heart Disease stocked medicine cabinet at home. Remember All patients with these conditions will be invited - Keep the medicine cabinet in a secure, locked for an annual review. We strongly recommend place out of reach of small children. that you attend this review. - Always read the instructions and use the suggest- Patients with diabetes or high blood pressure ed dose should be seen for an annual review around your - Watch expiry dates—don’t keep or use medicines birthday; we encourage you to be responsible for past their sell-by date booking and keeping these appointments with - Take all unwanted and out-of-date medicines back

us. to the pharmacy