Drs Archer, Hine, Addison, Green, Winfield

Drs Archer, Hine, Addison, Green, Winfield, Hellier and Fowler Associates: Drs Younger, Yaqub and Crane

Main Surgery Branch Surgery Shirehampton Health Centre 46 Capel Road Pembroke Road Lawrence Weston Shirehampton Bristol Bristol BS11 0RE BS11 9SB Tel. (0117) 9162226 Tel. (0117) 9162226 Fax. (0117) 9162206

Web Site www.shirehamptongrouppractice.co.uk

2 Contents

Introduction, Practice Profile and New Patients Page 4 Existing Patients and Are you a Carer? Page 5 Surgery Hours and Telephone Numbers Page 6 How to See a Doctor or Nurse Page 7 Workers and Carers Page 7 Emergency Appointments Page 8 Telephoning to Speak to a Doctor or Nurse Page 8 Home Visits Page 8 When the Surgery is Closed Page 9 Repeat Prescriptions Page 9 Disabled Access Page 10 The Practice Team and Services they Provide Page 11 The GP Team Page 11 The Nursing Team Page 12 Health Care Assistants and Phlebotomist Page 13 The Administrative Team Page 14 Community Nursing Teams Page 15 NHS Direct and Walk-in Centres Page 16 Additional Services Page 17 Medical Students and Training Practice Page 17 Medical Research and Audit Page 18 Private Services Page 18 Suggestions and Complaints Page 19 How You Can Help Us Page 19 Zero Tolerance Page 20 Patient Confidentiality Page 20 Personal Medical Services Contract Page 21 Access to Medical Records Page 22 Practice Area Page 22 3 Useful Telephone Numbers Page 23 Introduction

Welcome to Shirehampton Group Practice. This booklet is designed to tell you about the services we provide and how to make the best use of them. Please keep it for future reference.

Practice Profile

The Group Practice is based at Shirehampton Health Centre and also at a branch surgery in Capel Road, Lawrence Weston. There are 9 Doctors working closely with community health teams and social services to provide a team approach to health care. We have been established for many years and know our practice area and our patients very well. We consider ourselves to be a central resource for the community of Shirehampton and surrounding villages. The Health Centre is ideally situated just off the High Street in Shirehampton, close to bus routes and with council owned parking facilities at the rear of the building. The Group Practice occupies approximately one third of the health centre, and has a suite of consulting rooms, treatment rooms, a minor operating room and a large waiting/reception area. The health centre also hosts a variety of NHS and private health services, details of which can be found further on in this booklet. Our branch surgery in Lawrence Weston serves around 2,000 people who find its location convenient. The Capel Road branch surgery consists of 2 consulting rooms and a small reception area.

New Patients

We welcome any new patients – in addition, if you have any visitors staying with you who need emergency treatment or advice, we can register them as temporary residents for up to 3 months. If you have your medical card please bring it along with you to register. If you have lost your medical card, please complete a form available at

4 reception. You will be registered with one of the GP Principals, but may see whichever GP you prefer. Existing Patients

Registered patients aged between 16 and 74 years, who have not attended for a GP consultation or clinic appointment within the last 3 years, will stay registered with the Practice and are welcome to make an appointment when the need arises.

Patients aged 75 years and over who have not attended for a GP consultation or clinic appointment within the last 12 months, are also welcome to attend the Practice. They can also telephone to arrange a home visit if this is more appropriate to their situation.

Are You A Carer?

A carer is someone, often a relative, who looks after a sick, disabled or frail relative, friend or neighbour who could not manage to live independently without that support. We are keen to know who the carers are in our Practice Population. We may be able to offer you health advice to keep you as fit and well as possible and we can put you in touch with other organisations that provide support to people who are caring for someone. Jill Cooper is a volunteer from The Carers Support Centre who visits us on the 2nd and 4th Tuesday of each month from 9.30am to 11.30am. She is available to speak to you without an appointment and provide information and advice.

Please register yourself as a carer at reception so that from time to time we can contact you with health advice for carers e.g. an invitation to attend for a seasonal flu jab each autumn.

Carer surgeries are also being held at the practice on the last Tuesday of the Month between 10am and 1.30pom. Please speak to reception to book an appointment

5 Surgery Hours / Telephone Numbers

Shirehampton Group Practice Monday to Friday 8.30am – 6.30pm (telephone lines closed from 12.30pm – 1.30pm)

Capel Road Surgery Monday to Friday 8.30am – 11.30am 3.00pm – 5.00pm

We are closed on all the standard bank holidays – the out of hours service will always be available during these times.

Appointments 916 Practice Manager 916 2225 2226 Deputy Practice Manager Home Visits 916 2228 916 2223 (before 10.00am if possible) Health Centre Staff 916 2200 Prescription Help 916 2237 Community Staff (between 9.00am and District Nurses 916 2216 12.30am) Health Visitors 916 2221 Midwife 916 2214 Test Results 916 2226 School Nurses 916 2208 (after 2.30pm) Community Matron 916 2210 Falls Nurse 916 2209 Secretarial Team 916 Podiatry 909 1814 2229

Capel Road Surgery 916 6 2226

Receptionists are able to deal with a whole variety of enquires including managing appointments, giving out test results, organising hospital transport, looking up medical information, following up forms submitted for completion etc. Should you have a query regarding a referral to hospital, you will need to speak to one of the sectaries.

How to See a Doctor or Nurse

There is an appointment system in place for all surgeries. The receptionist may ask you about the problem you have – this is called appointment triaging and it is simply to ensure that you see the correct person for the problem that you have. Our nurses are very experienced and in some instances may be a more appropriate alternative to a GP. You may pre-book an appointment in advance. We operate a GP triage system for same day appointments. The receptionist will take your details and a GP will call you back to provide advice, a prescription or make you an appointment with a GP for conditions that need to be seen urgently. We encourage patients to see the same GP for the same problem in order to maintain continuity of care. Sometimes it is better to wait a day or two and see the same GP rather than see someone different. The receptionist will be able to tell you when the doctor you wish to see is next in surgery.

Workers and Carers

Extended opening hours operate to provide GP appointments for patients who work full-time or are full-time carers and find it difficult to come to surgery in normal opening hours. These extended hours tend to be alternative Saturday mornings from 8.30am to 12.00noon and 2-3 late evenings a month from 6.30pm to 8.00pm. 7 Emergency Appointments

If you request to see a doctor for a medical emergency which you feel cannot wait for a routine appointment, please note;

 There will be no choice of doctor  You may need to be telephoned back if the doctor is already dealing with another patient  If the surgery is closed your call will be automatically diverted to the Out of Hours provider, who will triage your call

Telephoning to Speak to a Doctor

Each doctor has daily slots for telephone consultations. If you have a problem that can be dealt with over the telephone by speaking to a doctor or nurse, rather than making an appointment, you can leave a telephone number and the doctor will call you back on the agreed day.

Home Visits

A doctor can see 3-4 patients at the surgery in the time it takes to do just one home visit. We are also much better equipped for carrying out tests and assessing your condition here at the health centre than in your home. We therefore ask that you use this facility with care. If you think that you may require a home visit, please telephone (9162228) before 10am if you can. The receptionist will ask for brief details of your illness to help the doctor assess priority. If you feel that the visit is urgent please tell the receptionist, who may ask the doctor to speak to you immediately. Rather than wait until you are feeling poorly, it may be prudent to think how you might get to the surgery if you were ill. Can you make an arrangement with a kind neighbour? Or have you a family member who might be able to help? The doctors are always willing

8 to visit patients who are genuinely housebound or unable to get to surgery due to a medical reason.

When the Surgery is Closed

If you need medical advice out of hours, please call NHS 111.

You will be assessed, given advice and directed straight away to the local service that can help you best.

Alternatively, you can check your symptoms online using the NHS symptom checker page.

Repeat Prescriptions

If you are on regular medication you may be able to obtain a repeat prescription without seeing the doctor each time. To avoid errors, requests must be made in writing, by letter, on a request form or by handing in the computer generated repeat prescription slip. Please hand in at the reception desk or leave in the prescription box in the Health Centre foyer. Please order a few days before your medication runs out. Prescriptions are usually ready for collection after 2.00pm, within 48 hours of submitting them.

If you wish us to post the prescription to you, please supply a stamped addressed envelope. Most of the local chemists will collect prescriptions from the Health Centre on your behalf, so that your medication is waiting for you to collect direct from the pharmacy. Please indicate on your repeat slip which chemist you would like to collect from. 9 Please do not telephone the surgery for a repeat prescription request; the huge demand this puts on the telephone lines may prevent someone getting through in an emergency and can result in errors.

Disabled Access

The following facilities are available:

 Disabled parking in the car park  Parking in the rear, council-owned car park  Full wheelchair access into and within Shirehampton Health Centre  Toilet facilities  Hearing loop

Should you have any difficulties with accessing the facilities in the Health Centre, please contact the buildings administrator on 0117 9162200.

10 The Practice Team and the Services they Provide

Shirehampton Group Practice is a Limited Partnership, all Partners listed below have limited liability.

The GP Team

Practice Partners:

Dr Paul St J Archer MbChB Birmingham 1981 Dip Occ Med Dr Iain D Hine MBBS London 1979 MRCP MRCGP Dip Occ Med Dr S Jacqueline Addison MBChB Leeds 1980 DRCOG MSc MRCGP Dr Susan M Green MBChB Bristol 1985 DCH RRCOG MRCGP Dr David Winfield BMedSci BM BS MRCGP Dip Occ Med Dr Paul Hellier MBBS Liverpool 1986 DCH MRCGP Dr Lindsey Fowler MBChB Liverpool 1983

Associate GPs:

Dr Manon Younger MBChB Cardiff Dip Occ Med Dr Shahida Yaqub MBBS MRCGP DFSRH Dr William Crane MSc MResBM BCh MRCGP DRCOG

Each GP is available on particular days and times during the week. We will always try to make you an appointment with the GP of your choice (it doesn’t matter which GP you are actually registered with) and actively encourage you to see the same GP for the same problem to ensure continuity of care. Please understand however, that their availability is not endless – it will usually be possible to arrange for you to speak to a particular GP on the telephone if that would be helpful, if a convenient appointment is not possible.

We always have a GP ‘on call’ sometimes known as the duty doctor. This may differ from morning to afternoon. In the afternoon we have 11 fewer GPs on duty and therefore any urgent matters will be referred to the on-call GP. The on-call GP may need to do emergency visits which may prevent the surgery running on time. We will try to keep you informed of any delay.

We understand the difficulty in finding an appointment with the most appropriate GP at the most convenient time for you. If you work full time, please use the worker/carer appointments where possible.

The Nursing Team

Treatment Room Lead : Moira Fletcher RGN

Practice Nurses : Nicki Crabtree RGN Jane Sealey RGN Midwifery Sue Donaldson RGN Suzanne Fisher RGN

The nursing team run disease management clinics for:

 Asthma  Diabetes  Coronary Heart Disease  Chronic obstructive Pulmonary Disease  Stroke

The aim of these clinics is to offer education, support, medication reviews and investigations to assess your condition. The nurses can answer any queries you have and refer you to your GP as necessary.

12 Health Care Assistants

Debbie Britton Alison Aitchison Karen Trueman Susan Vicker

Health Care Assistants are qualified to undertake dressings, blood tests, urine analysis, spirometry, blood pressure measurements, ECGs and hearing tests.

Phlebotomist/Nurse technician

Carolyn Gorny

The phlebotomist/nurse technician is qualified to take blood, undertake ECGs, spirometry and hearing tests.

Want to stop smoking? There is a ‘Support to Stop Smoking’ programme available, offering individual advice and support sessions, which offer a variety of aids that can be tailored to suit your needs. We do occasionally have to operate a waiting list for this clinic, at certain times of the year.

Teenage Health Clinic A twice weekly teenage health clinic called ‘4YP’ (for young people) is run by Nicki Crabtree. This clinic is completely confidential and young people may attend for any reason, on their own, with a friend or with a parent/guardian.

Cervical Cancer Smear All women aged 25 – 64 are offered a cervical smear test. Women aged 25 – 50 are called every 3 years and women aged 50 – 64 are called every 5 years. You will be notified in writing when your 13 smear is due. You can make an appointment with one of our practice nurses or a female GP. Please tell the receptionist that the appointment is for a cervical smear.

Child Immunisations We encourage all parents to have their children fully immunised. When you receive a reminder card please telephone for an appointment. We currently offer appointments for immunisations at Shirehampton Health Centre and at our Capel Road surgery. If you have any concerns about childhood immunisations please speak to your Health Visitor.

The Administrative Team

The Practice Manager Mr Jon Trott is responsible for the organisation of the practice, oversees all administrative matters and ensures the smooth running of the practice. Should you wish to speak to him for whatever reason, please use his direct dial number, 0117 916 2225. Alternatively you can speak to Ellie Rowlands, Deputy Practice Manager on 0117 916 2223.

Reception Co-ordinator Diane Hayward manages the reception team and all matters relating to administrative processes. She also manages the office staff who deal with repeat prescriptions, scanning of incoming correspondence and patient records.

Reception Team We have a team of 11 receptionists who cover at various times during the week. Receptionists have a difficult job to do and we would ask for your understanding and support when they are under pressure. If they are unable to answer your query, they will always find someone who can.

14 Office Staff Our team of clerks undertake a variety of tasks such as sorting out completion of forms, dealing with incoming post, producing repeat prescriptions and ensuring accurate information is entered into your medical records.

Secretarial Team Our team of 2 secretaries ensure that any referrals to the hospitals are produced and sent as quickly and efficiently as possible. If you have any query about your referral, a ‘choose and book’ query or need a medical for occupational or insurance purposes, please ring 0117 916 2229 for information.

Community Nursing Teams

District Nurses The district nurses work closely with the practice, to give skilled nursing care, advice and support, to housebound patients, their relatives and carers. They can be contacted by telephoning 0117 916 2216

Health Visitors The health visitors are based at Shirehampton and Lawrence Weston clinic. They work with parents, babies and children under 5, and offer support and advice particularly on preventative care and health. Baby clinic is held every Wednesday afternoon from 12.30pm to 2.00pm at Shirehampton. The health visitors can be contacted by telephoning 0117 9162221

Midwife The midwives work from Shirehampton and Lawrence Weston clinic. They provide care, along with the GPs throughout pregnancy 15 and in the early postnatal period. The midwives can be contacted at Shirehampton health centre on 0117 9162214, and at Lawrence Weston Clinic on 0117 9824371

Walk-in Centres

Located in the city centre and Hengrove Park, Bristol, offering immediate access to local residents, daytime business and visitors

Boots Broadmead Medical Centre – 59 Broadmead, Bristol, BS1 3EA – Telephone 0117 9549828

Opening hours: Monday to Saturday 8am to 8pm; Sundays and bank holidays (except Easter Sunday and Christmas day)

South Bristol NHS Community Hospital – Urgent Care Centre, Hengrove Promenade, Hengrove Park, Whitchurch Lane, Bristol, BS14 0JZ

Opening Hours: Every day from 8am to 8pm

Additional Services

The following Clinics are also run at Shirehampton Health Centre.

 Child Hearing Clinic  Adult Audiology  Podiatry (a self referral form is available at reception)  Dietician  Drug Abuse Counselling (Bristol Drugs Programme)  Counsellors  Diabetic Retinopathy Screening  Nail Surgery  Wound Care

16 Medical Students

Students are receiving an increasing amount of training in general practice rather than in hospitals. The Group Practice is involved in teaching students in their first five years at university. We sometimes invite patients to help with teaching either in surgery or in their homes. Both the students and patients usually find this an interesting, worthwhile and enjoyable experience. If a doctor has a student with them in surgery, you will always be informed when you arrive at reception. If you do not wish the student to be present when you see the doctor, please inform the receptionist.

Training Practice

We became a training practice in 2010. Fully–qualified doctors, known as GP Registrars, who have chosen a career in General Practice, train for three extra years in Hospital and General Practice. They may spend between six and twelve months with us, depending on their stage of training. Drs Green, Addison and Winfield are all qualified GP trainers. In the future we may also have F2 doctors with us. They are in their second year following full qualification and will spend four months in the practice.

Medical Research and Audit

The Group Practice is linked to the Primary Care Research Network South West and the University of Bristol, who co-ordinate research projects and audits in specific areas of general practice. We always need to be looking at ways to provide better care – research needs to involve everyone and the practice may on occasion write to ask you to help with a study. If you have any queries about any project you may have been invited to join, please contact Jon Trott, the Practice Manager on 0117 916 2225

17 Private Services

We are able to offer a variety of private services which are not available on the NHS. These include some certificates to cover time off work and for financial or insurance purposes. Also included are vaccination certificates, certain travel and occupational vaccines, forms authorising private referrals and medical examinations for special purposes, such as elderly drivers, pre-employment, fitness to undertake sports, HGV or PSV drivers. The fees charged are in line with recommended BMA rates. Please ask at reception for a full price guide and details. Three of our doctors are qualified Occupational Health Physicians and are able to provide a variety of services to small businesses. If you are interested in this, please speak to one of our secretaries on 916 2229 or see our website at:

www.occupationalhealthbristol.co.uk

Suggestions or complaints

The practice aims at all times to provide our patients with good quality services – we welcome helpful suggestions from you. We do not always get it right however, so if you are dissatisfied with any aspect of the service you receive, please do not hesitate to contact Jon Trott, the practice manager on 916 2225 or ask for a form at reception. We operate an in-house complaints procedure. If you prefer, request an information leaflet from reception, which details the procedure. We do, of course, also like to hear positive comments when we do something well!

18 How You Can Help Us

Being a patient means that you have responsibilities too.

Please tell us promptly is you no longer need or cannot keep your appointment, so that it can be offered to another patient and not wasted. Should you however miss appointments habitually, you may be asked to register elsewhere.

Please be punctual, arriving late causes delay for other patients. GPs try to run their surgeries on time, but with 10 minutes allocated to each patient this can be difficult. If the GP is running late please remember that next time it could be you who needs the extra time. Remember also that the GP may be dealing with an emergency – please be patient and check with the receptionist who will keep you updated.

If you change your name, address or telephone number, please tell us as soon as possible, so that your records are kept up to date.

Please be aware of GP availability, remember that the doctor of your choice will not always be available. Whilst the practice will endeavour to comply with your request, it may not always be possible, as doctors have many responsibilities in addition to surgery consultations.

Registration with any practice within a designated area around your home is your right, although we would always encourage stability in order to build a good relationship between clinician and patient. Should you decide to move to another practice, you may do so at any tine without having to give a reason.

19 Zero Tolerance

Respect Health Centre staff. The vast majority of our patients are extremely considerate and well behaved in their dealings with members of the practice. However, in line with our NHS colleagues, we operate a ‘zero tolerance’ policy, which means that we do not tolerate aggressive, violent or threatening behaviour towards any member of staff. Any patient who shows signs of this behaviour may be reported to the police, and may no longer be able to use the services at this practice.

Patient Confidentiality

We have an obligation to maintain confidentiality at all times. This means that we are not able to discuss details about you with anyone else without your permission. This even extends to telling other people that you are here in the health centre. In order for you to receive proper care and treatment, medical and social information is kept securely within the practice, historically in hand written medical records and currently on our computer system. So that we can all work together for your benefit, we may need to share some information about you with other health professionals. We only ever use or pass on information if there is a genuine need for it. Whenever we can we shall remove details which identify you. Everyone working for the practice and the NHS and anyone who receives information about you has a legal duty to keep that information confidential.

For patients who are under 16 years of age, we apply a standard called ‘Gillick Competency’. This means that if the clinician is satisfied that the patient understands the implications of a particular treatment or test, the clinician may continue without parental consent. Patients over 16 are considered to be adults for confidentiality purposes. 20 For any further information please contact Jon Trott, the practice manager on 0117 9162225.

Personal Medical Services

The Partners hold a contract to deliver personal medical services with: NHS England BNSSSG South Plaza Marlborough Street Bristol BS0 3NX

Shirehampton Group Practice offers the following services:

 Diagnostic and screening procedures  Treatment of disease, disorder or injury  Family Planning  Maternity and Midwife Services  Surgical Procedures

Additionally, we are contracted to provide agreed National, Local and additional services. The Practice does not offer an out of hours service.

Access to Medical Records

You do have the right, if you so wish, to see and/or have copies of your medical records. You will need to apply in writing and we will charge a fee for doing so. Please discuss this with Jon Trott the practice manager by contacting him on 0117 916 2225.

21 Practice Area

We cover the areas of Shirehampton, Lawrence Weston, Avonmouth, Sea Mills and Coombe Dingle. Should you move out of our practice boundary, you will be asked to register with a GP nearer to your new home. Although you may prefer to remain with The Group Practice, we would be unable to care for you should you require a home visit or have an emergency during working hours. The Primary Care Support Agency on 0117 9766600 will be able to give you details of GP Practices in your new locality. Alternatively, contact NHS 111 (dial 111) who will also be able to help you.

22 Useful Telephone Numbers

Hospitals Bristol Children’s Hospital 0117 9215441 Bristol Eye Hospital 0117 9230060 Bristol Oncology Centre 0117 9282487 Bristol Royal Infirmary 0117 9230000 Bristol Dental Hospital 0117 9230050 St Michael’s Hospital 0117 9215441 Cossham Memorial Hospital 0117 9671661 Blackberry Hill Hospital 0117 9656061 Frenchay Hospital 0117 9701212 Southmead Hospital 0117 9505050 Weston General Hospital 01934 636363

Private Hospitals The Chesterfield, Bristol 0117 9730391 The Glen, Bristol (Spire) 0117 9732562 St Mary’s, (Nuffield) 0117 9872727

Private Consulting Rooms Litfield House 0117 9731323 Clifton Park, Bristol 0117 9064200

Pharmacies ASDA Pharmacy, Cribbs Causeway 0117 9790426 Avonmouth Pharmacy 0117 9823158 Boots Chemist, Shirehampton 0117 9823543 Lloyds Pharmacy, Lawrence Weston 0117 9823507 Lloyds Pharmacy, Shirehampton 0117 9823134 Lloyds Pharmacy, Westbury-on-Trym 0117 9590391 Pharmacy Plus Direct 0800 3890044