Member of Our Health Partnership

The Dove Medical practice offers a comprehensive range of health care services. The practice is a partnership of 4 GPs and two salary general practitioners, three practice nurses, four health care workers plus administration and reception The Dove Medical Practice staff. The GPs of the Dove are members of Member of Our Health BCCCCG; Partnership Birmingham CrossCity Clinical Commissioning Group Bartholomew House Patient Information Leaflet 142 Hagley Road Birmingham 60 Dovedale Road B16 9PA Erdington Birmingham Telephone: 0121 255 0700 B23 5DD Email: [email protected] www.bhamcrosscityccg.nhs.uk The GPs of the Tel: 0121 465 5739 Cross City CCG are now responsible for Fax: 0121 465 5761 commissioning (buying on behalf of the tax payer) secondary care health services for register www.dovesurgery.co.uk patients of the membership. www.dovesexualhealth.co.uk

Birmingham City Council through the Health and Welcome Wellbeing Board are now responsible for commissioning Public Health services for you such Specialises in Family Planning, Sexual Health & as our Sexual Health Clinic and drug therapy Palliative Care. clinics. Dr Bavna Kallan (Partner) Female MBChB (Johannesburg 1996) - Joined 2009 Within the surgery the Birmingham Community Specialises in Diabetes Health Care Trust (BCHCT) This is an unlimited partnership www.bhamcommunity.nhs.uk (3 Priestley Wharf, Holt Street, Birmingham Science Park, Aston, Salary GPs Birmingham B7 4BN Tel: 0121 466 7000) provide Dr Samiah Begum, Female – Joined 2015 MBChB additional service such as physiotherapy, Specialises in Minor Surgery. maternity, pain management and District Nurses. Dr Paul Cawston, Male – Joined 2016 MBChB The practice has no responsibility for the service provided by the BCHCT. Registrars We can have up to 2 registrars practicing at the Doctors practice at any given time. Practice Partners Dr Ramez Gabriel (Senior Partner), Male MBChB Nurse Practitioner (Egypt 1986) – Joined 2004 Paulette Gaskin RN Specialises in Minor Surgery, Dermatology, Family Planning & Sexual Health. Nurses Dr Rajnish Mishra (Partner), Male MBChB Nurse Gill Lees RN NART (Leicester 1997) - Joined 2006 Nurse Maxine Hadley RN Specialises in Cardiology & Diabetes. Nurse Paula Knott RN Dr Sarah Wright (Partner,) Female MBChB (Leeds 2001) - Joined 2009 Sexual Health Nurse Penelope Thomas RN We are open from 08.00 Mondays to Fridays with Sexual Health Advisor the exception of bank holidays for the booking of Wendy Moore appointments. You may book by telephone, please Jackie Collin be aware the lines are very busy between 08.00 Samantha Hall and 08.30, on the internet please ask at reception to register for this service or in person. The Health Care Assistants majority of appointments are on the day, next day Daisy Lees or for two weeks’ time. If you prefer to see a Swe Lam doctor of your choice the please ask. For anything Julie Birch other than making an appointment please phone Sandra Rowe after 9.00am. Jane Grigg Cancelling appointments Opening Times If you need to cancel your appointment, please Monday 08.00 – 6.00pm ensure that you do this with in sufficient time by Tuesday 08.00 – 6.00pm calling the practice or by replying to your text Wednesday 08.00 – 6.00pm reminder, this is free of charge. Thursday 08.00 – 5.00pm Friday 08.00 – 6.00pm Telephone Consultations The Doctors are pleased to give telephone advice. CROSSCITY CCG is the commissioner of our out of You will be asked to leave a contact telephone hours provider, this is NHS 111 to contact them number so that the doctor can call you back. please call them direct by dialling 111 so that they Telephone consultations are designed for the can triage your call. patient to talk direct with the doctor to triage their Booking Appointments problem to establish if an appointment is needed. Telephone consultations can be used for a If you require urgent medication on registration it medication review, follow up appointments or helps if you can bring a copy of your repeat general problems, where no examination is prescriptions to the surgery. needed. When you register you will be allocated a named Home Visits GP, this will be one of the practice partners. If you are house bound and require a home visit When you next attend the practice please ask who please call the practice before 10.30am. this is. You must understand that this will not affect the doctor that you choose to see when you Registering with us come into the practice. To register with us you will need:  To be ordinarily residing in an area If you have any special communication needs due sufficiently close to us for the Doctors to a disability or impairment or sensory loss, to attend to you at home if necessary. please let us know so that we can cater for your  To provide photo ID and proof of home needs. address  Complete a registration Language and communications are important. If form/questionnaire we do not have a GP who speaks your  Have an initial medical with a health language please speak to the receptionist who care assistant can arrange for an interpreter. It is important for you to be happy. If you have been previously registered with another GP we will arrange for your medical Disabled Patients records to be securely sent to the practice. The practice has easy access for wheel chairs and two lifts to the first floor and disabled parking. Repeat Prescriptions Additional Services Repeat prescriptions may be ordered in any of the  Cervical cytology screening following ways:  Contraceptive services  In person at the reception desk, for safety  Child health surveillance reasons we do not take orders over the  Maternity services telephone  Certain minor surgery procedures  Via www.dovesurgery.co.uk you need to  Vaccinations and immunisations register for this service. Please ask at  Childhood vaccinations and immunisations reception  Contraceptive coil fitting & removal (IUD)  Via the Chemist  Implanon fitting & removal  By post, remember to enclose a stamped  Diabetes Management address envelope  End of Life Care  Flu immunisations Repeat Prescriptions take 2 working days please  Anti-Coagulation Clinic order your medication in advance to allow for  ECG’s (Electrical Heart Trace) this.  Ear Syringing  Epilepsy Our Core Services  Minor Surgery GP consultations  Mental Health Asthma clinics  Travel advice & Immunisations Chronic obstructive airways disease clinics Spirometry Non NHS Services Diabetes clinics Our practice also provides services which are non NHS and are paid for by the patient. These services include:  Insurance claims forms  Non NHS vaccinations your referral please ask to speak to them. They  Prescription for taking medication abroad will be pleased to help you.  Private sick notes  Pre-employment and HGV medicals Minor Operations  Miscellaneous letter for patients Dr Gabriel and Dr Begum are qualified surgeons who have the use of the minor operations suite The practice works in close liaison with the here at The Dove. We hold on average two clinics following health care professionals, though they a week to perform procedures such as joint are not employed by the practice. Several of these injections, removal or moles, warts and cysts, run or help with clinic sessions at the practice: trigger finger release and excision of lumps and bumps. If you require this service, in the first District Nurse instance, you will need to be assessed by one of Community Midwife our GPs before you are referred to the service. Health Visitors Drug Worker Travel Vaccinations Podiatry If you require any vaccinations relating to foreign Physiotherapy travel you need to make an appointment with the Pain Management practice nurse to discuss your travel Aortic Screening arrangements. This will include which countries and areas within countries that you are visiting to determine what vaccinations are required. Medical Secretaries We have two medical secretaries who will deal Other Services with your paperwork if you have been referred to Sexual Health Clinic – Tel: 0121 465 5713 secondary care. If you have any queries about The Dove runs one of the few GP based sexual health clinics. We offer full sexual health testing including instant HIV testing. We also offer contraception advice and emergency Patient Participation Group (PPG) contraception. The Dove also has access to in- We need your support and if you can spare us house Rape and Sexual Violence Counselling for some time we need patients of all ages and men, women and their partners and families. The background so that we properly represent the clinic is confidential and routine attendance and whole patient group. If you would like to take part treatment is not recorded on your medical in our patient participation group please contact records. Any antibiotics you may need are the practice manager by calling the surgery or supplied by us free of charge without a asking at reception. The group will meet on a prescription. number of occasions during the year.

You can book on line at: Care Quality Commission (CQC) www.dovesexualhealth.co.uk The Care Quality Commission checks all hospitals and providers of primary health services (for We are a Training Practice example, GPs and dentists) including the Dove The doctors at the Dove train both undergraduate Medical Practice to see if we are meeting and post graduate doctors. Registrars are government standards. You can find out about qualified doctors with extensive hospital what to expect from us by checking the Care experience gaining experience in Primary Care. Quality Commission's website at www.cqc.org.uk They are supervised whilst they are here. The You can also give feedback about the standard of student doctors are not qualified but sometimes care you received, but the Care Quality we may ask if you are willing to see them under Commission cannot deal with individual supervision as part of their training or sometimes complaints. we may ask if they can sit in on your consultation. You may say no at any time and we will not be Patient Confidentiality offended. Safeguarding the information we hold about our From time to time we may use an external patients is of the utmost importance to us. We organisation to assist us with mailing out our strictly restrict who has access to it. We work as a general letters of invitation for some healthcare team in the Practice, so all those involved in services we provide for patients, such as flu patient care at the Practice will have access to the clinics. Patients may have total assurance that the records, including the administration staffs who organisation we use conforms to all the same keep these up to date. We are currently part of levels of confidentiality as the Practice. We have a the national Summary Care Record scheme which legally binding data protection and confidentiality aims to have one central record which is agreement in place with the company. accessible to professionals caring for patients If you have any concerns or objections to receiving outside of the Practice. All patients have the basic recall letters in this way please let us know absolute right not to be included in this scheme and we will ensure that we mark your record simply by signing an opt-out form. accordingly

When we refer to other medical services they also Freedom of Information Act have access to this information - this is The Freedom of Information Act gives you the increasingly being done electronically, but they right to ask us for all the recorded information we too guarantee the same safeguards. Disclosure to have on any subject. others such as employers, solicitors or insurance companies requires written consent from the Anyone can make a request for information – patient. there are no restrictions on your age, nationality or where you live. The provisions of the Data Protection Act 1998 still If you ask for information about yourself, then apply. We are registered under the act. your request will be handled under the Data Protection Act. Complaints British Sign Language (BSL): If you use BSL, you Although we endeavour to give you the best can to talk to NHS England via a video call to a BSL possible service there may be times when you feel interpreter. Visit NHS England’s BSL Service. this has not happened. If you have a complaint or a concern about the service or care you have Zero Tolerance received or any of your family have received from We operate the NHS Zero Tolerance Policy to us please let us know directly by speaking to Jayne safeguard staff and patient welfare. Our Team Pryor, practice manager or in writing to Dr R shall always show due respect and courtesy when Gabriel Senior Partner. dealing with Patients. In turn, we would request Patients to reciprocate the same. No form of However if you feel that you cannot raise your aggression, verbal or physical in nature would be complaint with us, members of the public, tolerated and may result in Patient removal and patients, and their representatives should contact being reported to the Police. NHS England’s Customer Contact Centre:

By post: NHS England, PO Box 16738, Redditch, B97 9PT By email: [email protected] FAO The Complaints Manager, By telephone: 0300 311 22 33 – Mon to Fri 8am to 6pm except Wednesdays when they are open at a later time of 9.30am. For further information please visit their website: https://www.england.nhs.uk/contact- us/complaint/complaining-to-nhse Getting help If you’re not sure which NHS service you need, call 111. An adviser will ask you questions to Visit an urgent care service assess your symptoms and then give you the advice you need, or direct you straightaway to Visit a walk-in Centre, minor injuries unit or the best service for you in your area. urgent care Centre if you have a minor illness or injury (infections, vomiting and stomach Ask your pharmacist aches) and it can't wait until your GP surgery is Pharmacists are expert in many aspects of open. These urgent care services are often healthcare and can offer advice on a wide managed by nurses and some also have range of long-term conditions and common doctors. You don't need an appointment and illnesses such as coughs, colds and stomach they are open outside office hours. upsets. You don’t need an appointment and many have private consultation areas, so they are a good first port of call. Your pharmacist Accident and Emergency will say if you need further medical attention. A&E departments provide vital care for life- See your family doctor threatening emergencies, such as loss of consciousness, suspected heart attacks, GPs assess, treat and manage a whole range of breathing difficulties, or severe bleeding that health problems. They also provide health cannot be stopped. If you’re not sure it’s an education, give vaccinations and carry out emergency, call 111 for advice. simple surgical procedures. Your GP will arrange a referral to a hospital specialist should you need it. What does Our Health Partnership mean for patients? You will not notice any obvious change to the way What is Our Health Partnership? that The Dove Medical Practice operates, as it will: Our Health Partnership is a new and unique GP  not move super-partnership in Birmingham, Sutton Coldfield  look the same and beyond. It hopes to ensure that The Dove  have the same staff Medical Practice thrives and that all our patients  have the same doctors and nurses benefit for many years to come. The super-  have the same contact numbers partnership was formed in November 2015, Most of the work in setting up Our Health founded with 32 surgeries, including your surgery. Partnership that has taken place “behind the scenes”. As the super-partnership develops we Why has Our Health Partnership been formed? believe you will notice: General practice and the wider NHS are under • doctors and nurses spending less time on pressure. Surgeries are trying to cope by working administration and more time caring for together. The NHS has already said that practices patients should work more closely with each other. The • better direct links with hospitals, social and overall vision of Our Health Partnership is to make community care life better for patients. We believe this super- • development of services to provide more partnership will protect your GP services and complex care develop new and better ways of providing • the ability to treat more people closer to healthcare closer to home. home • the sharing and development of good clinical practice between practices Happier doctors are better for patients The Practice Boundary Our Health Partnership also aims to make life The practice boundaries run along Marsh Hill, better for the doctors, nurses and other staff that Marsh Lane, Chester Road, halfway up to Kings work at The Dove Medical Practice. We firmly Road to Kingstanding Island then along believe that patients benefit from happier practice Kingstanding Road, Hawthorn Road, Warren Road staff. We are doing this by developing ways of and along The Ridgeway. We realise that this map supporting staffing levels across the super-practice is difficult to view and a larger copy is available to and helping the business side of The Dove Medical view in reception. Practice run more efficiently. Have your say We want to you to have the opportunity to ask questions and understand what is happening. Information can be found on our website: www.ourhealthpartnership.com You can email us at [email protected]