Penarth Healthcare Partnership Stanwell Road Penarth Vale of Glamorgan CF64 3XE
Telephone (029) 2070 3039 Fax (029) 2071 2047
www.penarthhealthcarepartnership.co.ukk
Dr JD Griffin Dr KN Khan Dr CF Ogden Dr M Froom Dr CEL Sloan Dr JAV Pitkin Dr SH Shanmugaratnam Dr RR Clarke
Photo reproduced by kind permission of Peter Scott.
January 2019
PARTNERS
Dr Jonathan David Griffin MBChB DCH MRCGP Male
Dr. Khan Nawab Khan MB BS (Pakistan) MRCGP DCh DRCOG 1986 Male
Dr Christian Frank Ogden MB ChB (Liverpool) MRCGP 1995 Male
Dr Michelle Froom MBChB DCH DFSRH MRCGP Female
Dr Catherine Emma Linda Sloan MB ChB (Birmingham) MRCGP 1996 Female
Dr Jennie Abigail Vida Pitkin MBBS LLM DRCOG DFFP MRCGP Female
Dr Shiva Haren Shanmugaratnam MB BS (London), BSc, DFRSH, MRCGP 2008 Male
Dr Raea Rita Clarke MBBS DFSRH MRCGP PGCertMedEd Female
CLINICIANS
Dr Oliver Howard Male MBChB MRCGP
Alison Chan Female MPharm Nurses
Sister Christine Ralphs Lead Practice Nurse Sister Karen Taylor BSc(Hons) Practice Nurse Sister Christine Roberts Practice Nurse Sister Sandra Jones Practice Nurse Sister Sue Patrick Practice Nurse
Healthcare Support Workers
Gail Prosser HCSW Michelle White HCSW
January 2019 PRACTICE STAFF
Siân Pugh Business Manager Carl Lloyd Operations manager Suzanne Rees IT Manager
Administrative Support Staff
Sally Goldsworthy Karen Simons Michelle White Karolina Pritchard Glenys Browning Tina Denning Linda Holland Rebecca James Jordan Musgrove
Lead Reception Staff
Mandy Lewis Sarah Griffiths
Reception Administration
Karen Jones Shelley Williams Lynda David Denise Hughes Rebecca James Sam Nilsen Vicky Gray Ginny Anderson Sarah Davies Sharon Robinson
ASSOCIATED STAFF
Community Nurses Nadine Roberts - Midwife Amanda Sweeney – Health Visitor Jenny Christoforato – Health Visitor We also have a Phlebotomist available at the surgery every day.
Stanwell Surgery is not a Limited Partnership.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 3 of 15 Surgery Information
Opening Hours
Penarth Healthcare Partnership is open between 8:30 and 18:00 Monday to Friday. GP surgeries are usually between 8:40 and 11:30 and 2:30 until 5:30, however this may vary.
Between 8 & 8.30 and 6 & 6.30 telephone calls are for emergencies only. Outside the hours of 8:00 and 18:30 all medical care is provided by an out of hours Medical Service commissioned by Cardiff & Vale University Local Health Board. You can contact them on 01446 729562. You may also contact NHS Direct by telephoning 08 45 46 47 or via their web site www.nhsdirect.nhs.uk
There will be times when the surgery is closed on a Tuesday or Wednesday afternoon for essential training as mandated by the Local Health Board (LHB), these dates will be advertised on the front door giving advance notice.
Appointments
Appointments to attend surgery may be made on line, by telephone or by calling at the surgery. All routine appointments are for 10 minutes, please tell us when booking if you require longer. Children under 14 should be accompanied by a responsible adult. Urgent cases will be seen the same day, usually by the on call doctor. We try to keep to appointment times but some problems take longer to deal with than others and occasionally we need to fit in emergencies. Please try to understand if you are kept waiting. All reception and administration staff are trained and governed by the same rules of confidentiality as the clinical staff. When making an appointment you will be asked what your reason is for making the appointment, this is so our staff can guide you towards the most appropriate clinician. Our staff have been trained by our GP’s to signpost patients accordingly, please help by giving the staff some information about your health condition in order that they may help you, this is also pertinent when seeing a nurse as an appropriate time slot needs to be booked.
If you would like to be able to book appointments on line please ask at our reception desk or download the application form from our web site to register for this service.
Emergency Appointments
Should you need to see a doctor urgently you may need to make an emergency appointment. You will be asked relevant questions to establish your need and to ensure that you are seen by the most suitable clinician. You may also receive a telephone call from the duty doctor for more details.
Home Visits
If you are requesting a home visit please telephone as early as possible to allow the doctors to prioritise their day. Please note that patients do not have an automatic right to a home visit. Please be prepared for the doctor to telephone you to triage your symptoms and condition, the doctor may ask you to attend the surgery. Children can normally be brought safely to the surgery, even if they have a fever. No patient in need of a home visit will be refused.
A home visit is normally only carried out to patients who are:
terminally ill bedbound severely ill and cannot be mobilised
In most circumstances it is more advantageous for the patient to come to the surgery. This is because, in the surgery, we are able to offer a higher quality of care. In the surgery, we can offer:
access to a range of diagnostic equipment nurse assistance where required access to your complete medical record
In addition, in the time it takes to carry out one home visit, the GP can generally see 3 or 4 patients in the surgery.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 4 of 15
We regret that transport difficulties are not a reason for requesting a home visit. Both VEST Community Transport (029 20 490325) and Greenlinks Community Transport (0800 294 1113) can help with low cost transport to surgery appointments. Both organisations require that you register with them in advance of requesting their services.
Registering as a Patient
We welcome requests for registration with the practice from patients moving to the practice area. Although registration is with the practice and not with an individual doctor, you may express a preference to see a particular doctor and your preference will be recorded. You can register by presenting your medical card or completing a form GMS1 available from reception. We require your NHS number (on your NHS medical card or obtainable from your previous surgery and evidence of identity. You will be asked to complete a health questionnaire. Adults will be given an appointment with the practice nurses who will ask about your medical history and current medication etc. This will assist in assessing your health needs prior to receiving your records from your previous doctor. A brief health check will be performed so please bring a specimen of urine with you. In the case of children under six their parent or guardian will be asked for details of their immunisations. This will ensure that your child is included in the computerised recalls for this area.
Change of address
Please ensure that any change of address or contact telephone number are made available to us as soon as possible. If we or other NHS organisations are unable to contact you, you may be removed from our list. We regret that, should you move out of our practice area, we will be unable to keep you on our list.
Test Results
You can telephone or come to the surgery reception for the results of laboratory tests, x-rays, etc. Please note that we cannot give information to another person without your written permission. All test results are seen by a doctor, if it is necessary for you to see a doctor you will be offered an appointment when you contact us for your results.
Repeat Prescriptions
Where appropriate patients will have a tear off section on their prescription which they can either post to or bring in to the surgery to allow them to request a repeat of their medication without seeing a doctor. Please indicate clearly which items are required by ticking the box next to the item you need. Please do not request items you do not need. A repeat prescription will normally be issued within two working days. We regret that it is not possible to take requests for repeat prescriptions by telephone. Please include a stamped and addressed envelope if you would like it posted to you. You can also request repeat medication on line if you have registered for this service, please ask at reception or download the form from our website.
From time to time you will be asked to see a doctor to review your medication or a nurse for monitoring checks on your health. If you do not attend for reviews when requested the repeat prescription facility may be removed.
Local pharmacies also run collect and deliver repeat prescription services
Consultations
Patients between the ages of 16-74 who have not been seen at the surgery for a period of 3 years may request a consultation with a GP, at which any appropriate inquiries, examinations and investigations will be made. Consultations can also be requested by patients over the age of 75 who have not been seen at the surgery for 12 months. Consultations for patients who are over 75 will take place in the home of the patient where appropriate.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 5 of 15
Services We Provide For Our Patients
We provide care and management of patients who are ill, or believe themselves to be ill, with conditions from which recovery is generally expected, for the duration of that condition, including relevant health promotion advice and referral as appropriate, reflecting patient choice wherever practicable.
General management of patients who are terminally ill.
Management of chronic disease in the manner determined by the practice, in discussion with the patient.
Anticoagulation monitoring
Near patient testing
Minor surgery
IUCD fitting and checks
Immunisations, including Pneumococcal, HPV and MMR
Emergency treatment
Immediately necessary treatment
Treatment for temporary residents
Contraception Advice & Sexual Health Services
Advice on sexual health and contraception is available from all doctors. We also provide coil fitting and contraceptive implant services.
Maternity and Child Care
Full ante-natal care is provided by our resident midwife. Child Development checks are carried out by our Health Visitors, in addition there are weekly GP/Health Visitor led baby check clinics.
We carry out all Childhood Immunisations.
Travel Vaccines
Travel Vaccines can be provided by the surgery. A charge will be payable for some travel vaccines. Further details are available on our website, www.penarthhealthcarepartnership.co.uk , or from the practice.
Chronic Disease Care
Special appointments are available to monitor and advise on specific conditions, this includes Asthma, CHD and Diabetes.
Flu Immunisation
Is available every autumn for patients over the age of 65, those patients in an ‘at risk’ category, and young children.
Cervical Screening
This is recommended every three years and is carried out by our practice nurses.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 6 of 15
Minor Surgery
Our doctors carry out minor surgical procedures following a consultation with the patient, this also includes joint injections.
Musculo-Skeletal Service
If you are suffering from one of the following: Soft Tissue Injuries, arthritis, joint pain, ligament or muscle injury, spinal pain and sciatica our staff can make you an appointment with a physiotherapist either in Dinas Powys Medical Centre on a Tuesday or Redlands Surgery on a Friday, you will not need to see a GP beforehand. Please ask at reception for an information leaflet. Additionally there is a walk in clinic at Llandough Hospital physiotherapy department on Mondays and Thursdays, you can register between 8 a.m and 9 a.m
Minor Ailments
All the pharmacy’s in Penarth offer a minor ailment service which does not require you to be seen by a GP beforehand.
Practice Nurses
We have five Practice Nurses who provide a wide range of services, including advice on stopping smoking, travel advice & vaccinations, ear syringing, wound dressing and minor illness clinics etc.
Healthcare Support Worker
Our Healthcare Support Workers carry out blood pressure readings, new patient checks, etc..
Community/District Nurses
If you are housebound or have recently been discharged from hospital, home nursing services may be provided by a community nurse.
Phlebotomist
If we require that you have a blood test, you will be booked in to one of our regular sessions with a Phlebotomist who will take the blood sample.
Counsellor
Should the doctor refer you to a Counsellor, there are regular sessions available at the practice.
Private Services
Non-NHS Services include pre-employment and insurance tests and medicals. Details are available from the surgery. Please note that all Non-NHS work may be subject to a charge.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 7 of 15 Practice Area
The Practice area covers Penarth, Sully, Dinas Powys and Llandough. We have approximately 13,400 patients. Should you move outside our area you will have to register with another practice which covers your new address.
Practice Premises
The surgery has a flat entrance and automatic doors making access easy for the disabled.
Disability Access
The entrance to the surgery is wheelchair friendly and there are disabled toilet facilities available, if your appointment is in an upstairs room, a lift is available for your convenience A Hearing Loop is available at reception.
Audio Services
At the surgery we have a portable hearing loop, which you can use on request, additionally one of our Lead Receptionists Mandy Lewis has a basic level knowledge of the British Sign Language (BSL).
Welsh Speaking Staff
If you wish to communicate in Welsh please ask to speak with Sister Sandra Jones, please be aware that Sister Jones does not work every day.
Translation Services
We have access to the Language Line Translation Service if you wish to converse in a language other than English or Welsh
Violent and Abusive behaviour
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Attending for Appointments
If you are unable to attend for an appointment please let us know as soon as possible so that we can offer it to someone else. If you are late for an appointment the doctor or nurse may be unable to see you and you will have to rebook.
Teaching and Training
The Practice may from time to time, participate in the training of Health Care Professionals and persons intending to become Health Care Professionals. You will be advised if a student will be present during your consultation. Please advise us if you would prefer to be seen alone; you have the right to refuse if you would prefer a student not to be present during your consultation.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 8 of 15 Urgent & Emergency Services - When We Are Closed
Advice
If you are feeling generally unwell but the problem is not a medical emergency, call NHS Direct Wales on 0845 46 47 or visit www.nhsdirect.wales.nhs.uk
Minor Injuries - Barry Minor Injuries Unit, Barry Hospital – Opening Hours – Monday to Friday (8.30am- 3.30pm) Colcot Road Barry CF62 8YH Tel: 01446 704042
The following injuries can be treated at BMIU: cuts and grazes sprains and strains broken bones of limbs (fractures) bites and stings (including human bites) infected wound minor head injuries eye problems such as scratches or something that is stuck in the eye.
Urgent
For urgent medical attention call the Out of Hours Service on 01446 729562. This service is provided by Cardiff and Vale University Health Board.
Emergency:
If you have a medical emergency, a critical or life threatening problem call 999. Here are some examples of an emergency: Unconsciousness Difficulty in breathing Suspected heart attack Heavy blood loss Serious injury Severe burns
Accident & Emergency Unit
The Emergency Unit at the University Hospital of Wales assesses, treats and resuscitates patients who have been injured or are severely ill by appropriately trained and experienced staff, and refers patients as needed.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 9 of 15 Who should attend? The service is available 24 hours a day to adults, children and babies. Patients who present any the following would be included in our core service: Trauma, usually within two days of injury Pain, unrelieved by simple painkillers Sudden or serious deterioration in someone’s condition Respiratory distress Change in mental status, including alteration of consciousness and acute confusional states Patients brought to hospital by the police Patients brought to hospital by emergency ambulance Patients appropriately referred by any other health care professional
Emergency Unit – University Hospital of Wales Heath Park Cardiff CF14 4XW Tel: 029 2074 8047/8025
Providing Feedback / Raising a Concern
If you would like to provide feedback or have a concern about the service you have received from the Doctors, or any of the team working at Penarth Healthcare Partnership, please let us know as soon as possible, by either talking directly to the person involved, or asking to speak to the Operations Manager We will: Listen to your comments and concerns Consider feedback and take appropriate action Try and resolve any concerns as quickly as possible Put you in contact with the right person to help you further.
Formal Complaints
We hope that most problems can be resolved easily and quickly. If your problem cannot be resolved in this way and you wish to make a formal complaint, it should be addressed to: Mr Carl Lloyd, Operations Manager Penarth Healthcare Partnership Stanwell Road Penarth CF64 3XE Tel: 02920713270
We will acknowledge your complaint within two working days and aim to have responded within 30 working days. When we look into your complaint, we aim to: Find out what happened and why Make it possible for you to discuss the problem with those concerned (if you would like this)
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 10 of 15 Make sure you receive an apology (where this is appropriate) Identify what we can do to learn from the event and make sure the problem does not happen again.
Medical records
We take confidentiality seriously, and it is important for you to know that in order to investigate your concern we may need to access your medical records. If you are not happy with this, then you must inform us immediately. Please be assured that only people immediately dealing with the investigation will be able to look at your notes.
Complaining On Behalf Of Someone Else
If you wish to raise a concern or complaint on behalf of a relative or friend, we will listen but we would not be able to share any clinical information with you unless we have the patients consent (if they have capacity).
Complaining to the Health Board
If you feel you cannot raise your complaint with us, or if you are dissatisfied with the result of our response. You can contact:
Cardiff and Vale University Health Board Concerns Team Tel: 029 2074 4095 or 029 2074 3301 Email: [email protected] Website: www.cardiffandvaleuhb.wales.nhs.uk/concerns-complaints Postal address: Cardiff and Vale University Health Board Headquarters University Hospital of Wales (UHW) Heath Park Cardiff CF14 4XW You can also contact the Public Services Ombudsman if you are not satisfied with our investigation
Tel: 0845 601 0987 Website: www.ombudsman-wales.org.uk Advice and Support
If you wish to speak with someone independent of the Practice, or if you would like support with processing your concern/complaint, you may wish to speak with Cardiff and Vale of Glamorgan Community Health Council, who act as the patient watchdog and can guide you through the complaints process.
Tel: 029 20 750112 Email: [email protected] Website: www.communityhealthcouncils.org.uk Postal address: Community Health Council Offices Pro-Copy Business Centre (Rear) Parc Ty Glas Llanishen Cardiff CF14 5DU
Patient Privacy – Please see our website www.penarthhealthcarepartnership.co.uk for our full Privacy Notice
Penarth Healthcare Partnership is classed as a Data Controller for the purposes of Data Protection and our registration number in the Data Protection Public Register is ZA471655. The following information explains how your personal information is processed and for what purposes it is held.
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What Information do we hold?
Personal Identifiers and demographic information consisting of such things as your name, date of birth, title, gender Your family, spouse and partner details Your contact details including postal address, e-mail address and telephone numbers Any contact the Practice has had with you such as appointments, letters, summary of telephone conversations Notes and reports about your health Details about your treatment and care, including medication Results of investigations and tests Relevant information from other health and social care professionals, relatives or those who care for you.
How and why do we use this information?
Provide a basis for all health decisions made by care professionals with and for you Make sure your care is safe and effective Work effectively with others providing you with care In order to send you text/email notifications to you about appointment reminders, flu clinics, health promotion information, cancellation of clinics and/or information/changes in service provision. If you wish to opt out of this service please notify the surgery in writing, addressing your letter to the Operations Manager
Disclosure of Information to Other Health and Social Professionals
We work with a number of other NHS and partner agencies to provide healthcare services to you. Below is a list of organisations that we may share your information with: NHS hospitals, community, out of hours or specialist services Relevant GP Practices and services provided therein i.e Musculo-skeletal clinics, mental health clinics Dentists, Opticians and Pharmacies Private Sector Providers (private hospitals, care homes, hospices, contractors providing services to the NHS) Voluntary Sector Providers who are directly involved in your care Ambulance Trust Health and Social Care Police and Fire Services
Individual Health Record (IHR)
Health professionals caring for you in Wales will be able to see a summary of important information, such as your current medication, recent tests and allergies. It will save you having to remember this information, help them make important decisions about your care and reduce unnecessary repeat tests and x-rays. Only NHS staff (e.g. Hospital Doctors, Nurses, Pharmacists, Out of Hours Service Doctors and Nurses), directly involved in your care can see your information and only with your consent.
If you are unconscious, NHS Wales’ staff may look at your IHR without your permission. This is so they can give you the best possible care in an emergency situation.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 12 of 15 Strict controls are in place to keep your information safe. Only the people caring for you will be able to look at your IHR and they must ask your permission first. A record will be kept each time your information is looked at and checks will be made to make sure no one is looking at your record when they should not be.
Medicine Management
The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost effective treatments. This service is provided by our clinicians, our employed Pharmacist and Pharmacists provided by Cardiff and Vale University Health Board.
Clinical Research
We sometimes participate in clinical research in order to improve current treatments and care. Without research, many treatments and types of care that we receive today would not be available. We will only disclose anonymised medical data (data that does disclose any personalised data) without consent. Consent will be obtained for the sharing of any personalised data. See Research and Planning
How We Keep Your Information Confidential and Secure
We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act, General Data Protection Regulations, Human Rights Act, the Common Law of Confidentiality, Health and Social Care Act and the NHS Codes of Confidentiality and Information Security.
Everyone working in, or for the NHS must use personal information in a secure and confidential way and will have signed a confidentiality agreement as part of their contract of employment.
We will only ever use or pass on your information if there is a genuine need to do so. We will not disclose information about you to third parties without your permission unless there are exceptional circumstances, such as when the law requires us to do so.
To protect your confidentiality, we will not normally disclose any medical information about you over the telephone, or by fax, unless we are sure that we are talking to you or have your permission to do so. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we know that we have your consent to do so. Anyone who receives information from us is also under a legal duty to keep it confidential and secure Please be aware that your information will be accessed by non-clinical Practice staff in order to perform tasks enabling the functioning of the Practice. These are, but not limited to: Typing referral letters to Hospital Consultants or allied Health Professionals Opening letters from hospitals and Consultants Scanning clinical letters, radiology reports and any other documents not available in electronic format Photocopying or printing documents for referral to Consultants Handling, printing, photocopying and postage of medico legal and life assurance reports and other associated documents
All persons working for or within the Practice receive training in relation to Data Protection and Confidentiality and are required to sign a confidentiality agreement, that explicitly makes clear their duties in relation to personal health information and the consequences of breaching that duty.
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 13 of 15 Data Retention
We will only ever hold your data in accordance with the law and specific guidance in relation to retention periods.
Right of Access to Your Health Information
As part of Data Protection you have a number of rights including: Being able to request access to view or obtain copies of what information the Practice holds about you. This is known as a Subject Access Request You also have the right to have information about you amended should it be inaccurate.
If you want to see or receive information that the Practice holds about you will need to make a request to the Practice via a Subject Access Requests Forms (SARs) are available on the website and via the Reception team. We are required to respond to you within one month
Who Else May Ask to Access Your Information The Court can insist that we disclose medical records to them; Solicitors often ask for medical reports. We will require your signed consent for us to disclose information. We will not normally release details about other people that are contained in your records (e.g. wife, children parents etc.) unless we also have their consent; Social Services – The Benefits Agency and others may require medical reports on you from time to time. We will need your signed consent to provide information to them; Life Assurance Companies/Employers/Occupational Health Doctors frequently ask for medical reports on individuals. These are always accompanied by your signed consent form.
We will only disclose the relevant medical information as per your consent. You have the right, should you request it, to see reports prepared for Insurance Companies, employers or occupational Health Doctors before they are sent.
Sharing Your Information without Consent
We will normally ask you for your consent, but there are times when we may be required by law to share your information without your consent, for example: Where there is a serious risk of harm or abuse to you or other people Where a serious crime, such as assault, is being investigated or where it could be prevented Where we encounter infectious diseases that may endanger the safety of others, such as meningitis or measles (but not sensitive information such as HIV/AIDS) Where a formal Court Order has been issued Where there is a legal requirement, e.g. if you had committed a Road Traffic Offence
Penarth Healthcare Partnership Practice BookletRevised January 2019 Page 14 of 15 Concerns about Sharing Your Information
If you have any concerns about how we use, or share your information please contact:
Mr Carl Lloyd, Operations Manager Penarth Healthcare Partnership Stanwell Road Penarth CF64 3XE Tel: 02920713270
If you remain unhappy with the Practice’s response, you can complain to the Information Commissioner’s Office www.ico.gov.uk
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