Backwell Nailsea
Medical Group WEBSITE Please take time to visit our surgery website. http://www.backwellnailseasurgery.nhs.uk
You can find a range of useful information about your surgery from-
• How to contact us • Clinics and services • Repeat Prescription online service • Practice Newsletter • Who to contact when the practice is closed • What to do if you wish to make a comment or complain about health services • PRG registration and information
• Online surveys • Travel Vaccination Information • Your Health • Long Term Conditions Backwell Medical Centre • Minor Illness 15 West Town Road, Backwell, Bristol BS48 3HA • Carers Direct • Sickness certificates Tel: 01275 465100 Fax: 01275 795609 • BBC news links
And lots more…………………………. Brockway Medical Centre
The website is a great way to keep up to 8 Brockway, Nailsea, Bristol, BS48 1BZ date with news about your surgery and Tel: 01275 850600 Fax: 01275 795608 changes within North Somerset, especially if you do not visit the practice regularly. www.backwellnailseasurgery.nhs.uk We will keep the website updated with news that will be of interest to our patients.
Welcome to the Backwell + Nailsea Medical Group. This leaflet tells you about the practice and the services we Practice Boundary can offer you.
Appointments and General Enquiries (8 am - 6.30 pm, Mon-Fri) Backwell: 01275 465100 Brockway: 01275 850600
Emergency Line (urgent medical needs) (8 am – 6.30 pm Mon-Fri) Backwell: 01275 465101 Brockway: 01275 850601
Results Line, e.g. X-rays, blood tests (2.30 – 4.30 pm, Mon-Fri) Backwell: 01275 465102 Brockway: 01275 850602
Out of Hours (North Somerset PCT) (6.30 pm – 8.00 am Mon-Fri, all weekend and Bank Holidays) 111
RECEPTION IS OPEN AT THE FOLLOWING TIMES : Monday - Friday: 8.00 a.m. to 6.30 p.m.
Extended Hours : One evening a week. Last appointment 7:30 p.m. Brockway Location Map Backwell Location Map One morning a week. Appointments from 7.30 a.m. Saturday mornings open from 8 a.m. for pre-booked appointments. (For emergency and out of hours cover, see under ‘Emergency out of hours cover’)
Please inform us in advance if you are unable to keep an appointment; this will enable us to offer it to someone else.
Speaking to a doctor or nurse on the telephone Please give the receptionist your details and she will arrange for a doctor or nurse to ring you back, this will normally be at the end of surgery. WE PROVIDE DISABLED ACCESS
Rights and Responsibilities The Partnership consists of: Dr Caroline Haddy What patients can expect: MB ChB(Bristol 1985) MRCGP DRCOG,
Dr Diana Bloss This practice does not discriminate on the grounds of MB ChB(Liverpool 1990) DRCOG MRCGP, race, gender, social class, age, religion, sexual orientation or appearance, disability or medical Dr Namalee Wimalasundera MB BS(London 1995) BSc MRCGP DFFP, condition. Dr David Cox To be treated with respect and politeness by all staff. MB BS(London 1985) DRCOG MRCGP, For confidentiality to be maintained at all times. To have access to a health care professional within 24 working Dr Jon Rees hours and a doctor within 48 working hours. MB ChB (Bristol 1995) MD MRCS MRCGP DRCOG An explanation for any waits over 15 minutes from your DFFP appointment time. A safe and tidy waiting room. Dr Sarah Pepper To be informed of any changes in service or alteration in practice. MbchB MRCP To be informed of the complaints procedure. To have access to the Practice Manager via an appointment Dr Rachael McGIvern system. BMBS, BMedSci
What staff can expect: Associate GP: Dr Kate Merrett To be treated with respect by all patients. Please remember our MB ChB MRCGP MRCP DRCOG staff are trying to help you. Swearing, shouting and/or any abusive behaviour will not be Associate GP: Dr Michaela Randall BMED.Sci (Hons.) BM BS MRCGP DRCOG tolerated and patients will be asked to leave the building and may be removed from our list. Associate GP: Dr Jo Burt Patients under the influence of drugs or alcohol will be asked to MB ChB MRCGP DFFP BSc leave the building. The doctor and nurse will determine the frequency of appointments Associate GP: Dr Josh Goldacre for each patient as determined by the patient’s condition. BM, BSc, MRCGP Patients for routine problems must not use the out of hours service. To be informed if patients are unable to keep their appointments. Patients to be on time for appointments. Repeat medication requests to be made in accordance with We are a teaching practice and host fully qualified doctors known as GP practice policy. Registrars gaining experience in general practice. As part of our teaching, we sometimes have Medical Students sitting in during consultations – please say if you would prefer to see the doctor or nurse alone. We occasionally employ doctors when a partner is away. These are always qualified doctors and are referred to as Locums .
Some of our doctors have other commitments and may not always be available but we will always offer you an appointment with another doctor.
Practice Staff : Protection and use of your information – your records are safe with us Practice Manager - Debra Penney is responsible for the overall We ask for information about you so that you can receive the best management of the practice. Please contact her with your possible care and treatment. We hold this information, together suggestions or concerns. with details of your care, to ensure that your doctor and nurse has accurate and up-to-date information, We only use or pass Deputy Practice Manager – Gemma Harding. information about you to people who have a genuine need for it.. Everyone working for the NHS has a legal duty to maintain the
Reception Managers Deb Ponsford at Backwell and Ros highest level of confidentiality about patient information. If at any time you would like to know more about how we use your Taylor at Brockway. information, please contact Practice Manager.
Practice Secretaries Debbie Francis, Lindsay Delaney, Leila Coles and Sara Budd . Research and Development We have a long tradition of involvement with The Medical Practice nursing team: Research Council, the University of Bristol and the Royal College of General Practitioners. We are committed to involvement in Treatment room nurses – Ann Williams, Lorraine Martel, Liz important projects with other leading researchers, both nationally Pemberton, Delyth Darbon, Jan Bagshaw and Karen Crossland and locally, to ensure that the practice contributes to new hold sessions every morning from 8.50 – 12.00 and afternoons from knowledge about better ways of improving patients’ health. We 2.30 – 5.50 pm. always request your consent when inviting you to participate in any project.
HCA (Healthcare Assistants): Nikki Hawkins and Michele Rickard How to Register You can register at our Practice by completing a form provided by
Phlebotomists : Laura Budd and Elaine Brown carry out blood reception. We require a form for every member of the household who wishes to register. Please bring in two forms of confirmation of tests. your address (e.g utility bill, bank statement) and a photo ID (e.g
Research nurses: Heather Skudder and Clare Hill . passport, photo driving license). For under 18’s we only require a copy of the birth certificate. We regret that we may not be able to
take patients living outside our practice area but if we are unable to
accept a patient for this or any other reason, we will inform you in District nurses writing within 14 days of application. You may request to receive
services from a particular doctor but there may be occasions when We have a team of community nurses based at Tower House this is not possible, e.g. if a doctor’s list is full, or he/she does not
Medical Centre who meet the needs of patients in their homes. provide the services required by the patient.
National Health Service Appointments for childhood immunisations are sent directly to We are fully committed to the National Health Service. If you are parents by the ‘Avon Child Health Department’. Immunisation referred to a hospital as an outpatient this will be within the NHS clinics are held at both surgeries every month. Please contact but if you wish to be referred privately, this can be arranged, reception for details of days and times. please inform your doctor.
Appointments Services Provided by the Practice: We operate an appointment system for all surgeries, which run throughout the day. Please telephone, come into the Treatment room services : surgery or request a password to enable you to make an appointment online. Appointments can be booked in ECG Smear advance. If you have more than one problem the doctor will Blood tests Blood Pressure try and deal with as much as they can in your 10 minute Ear syringing INR monitoring appointment but may ask you to make another appointment. Removal of sutures/staples Wound management Please prioritise the problem causing you most concern. Travel Vaccinations Injections Please let us know if you wish to cancel an appointment so 4 layer bandaging Weight management that we can offer it to someone else. Immunisations NHS Health Checks When your chosen doctor is unavailable, you will be offered Minor Injuries an appointment with another doctor. If you are over 75 and have not been seen within the last Chronic Disease Clinics year, or between 16 and 75 and have not been seen within the last three years, we encourage you to make an Asthma Clinics appointment with a doctor, at which appropriate enquiries COPD Clinics and investigations will be made. Vascular Clinics Diabetic Clinics Home visits Smoking Cessation Clinics If you need a doctor to visit because someone is too ill to be Macmillan Cancer Care Clinics brought to the surgery, telephone us before 11 a.m. to enable the doctor to make the necessary arrangements. If you are External services operating from the Practice not sure if a home visit is necessary, mention this to the receptionist and she will arrange for a doctor to ring you back Midwife Clinic and discuss the problem. Positive Steps (Mental Health) Osteopath Repeat prescriptions Dietician Repeat prescriptions are computerised and the re-order slip Urology Clinic is on the right-hand side of your prescription. You are able to Incontinence Nurse order your repeat medication by handing your slip in to Physio reception, by fax or you can also request repeat prescriptions Podiatrist online; please contact the surgery for details and a unique personal password. Visiting Consultants Please allow 48 working hours before collection from the surgery and up to 72 from the pharmacy. Mr Mills – Obstetrician
Emergencies out of hours Computers The doctors are available between 8.00 am and 6.30 pm Monday Computers are used extensively to help us provide an efficient to Friday ; outside these hours, please telephone 111 for the service to you. The doctors and nurses enter your health BrisDoc Out of Hours Service (this number is also provided if you information directly onto your computer record, which ensures that ring the surgery number out of hours). You can also call 111 to we have legible and timely details available about you. We have speak to NHS Direct for advice during surgery times. administrative links with Avon Primary Care Support Agency. Referrals are sent to hospital consultants via the NHS intranet Emergencies during surgery hours (information is encrypted to ensure confidentiality). If you need urgent medical care, please tell the receptionists that it is an urgent problem – you will always be seen the same day. For YOUR CONFIDENTIALITY IS ASSURED AT ALL TIMES . routine problems or ongoing illnesses, please make a routine Complaints and suggestions appointment. If you have suggestions for improvements or if have experienced
problems with any aspect of our service - please contact the Text Messages Reminder Service Practice Manager. We welcome your views and feedback. If you We are now able to send a text reminder for your pre booked have a complaint please ask for a copy of our complaints appointments. This will help reduce the number of ‘Did not arrive’ procedure, this also includes details of external complaint bodies (DNA) appointments to the GP and Nurse should you need to contact them. We will also be able to send you invites and reminders by mobile Please see our website for a copy of our complaints procedure. and land lines. Please ensure we have an up to date mobile number. Patient Participation/Reference Group (PPG/PRG) If you do want to opt out, please inform our reception team. We are very fortunate to have a flourishing and proactive patient
group and welcome new members. Thank you to the members of Test results the group who have advised on the content and layout of this When a doctor or nurse has arranged for tests to be sent to a practice leaflet. laboratory for analysis, you will be given an information sheet which Details of how to become a member on our website: will inform you which tests we have taken and how long your result www.backwellnailseasurgery.nhs.uk will take to come back. The results service is available from 2.30 pm to 4.30 pm Monday to Other Useful Information Friday. Please ring 01275 465102 for Backwell results and 01275 850602 for Brockway results. To protect confidentiality, results can Walk in centres: only be given directly to the patient themselves or to the parents of Bristol City – 35 Broad Street, Bristol, BS1 2EZ Tel: children who are under 16. 01179069610 Weston – 12-14 The Boulevard, Weston-s-Mare, North Somerset Contraception BS23 1NA Tel: 01934 724009 & 01934 724010 We offer a full family planning service, including emergency contraception. Please make an appointment with a doctor or North Somerset PCT (Primary Care Trust): Waverley House, Practice Nurse. This service is confidential and is available to Old Church Road, Clevedon, North Somerset, BS21 6NN under-16’s.