Drs Hillier & Sukumar

The High Street Surgery Thorpe Hesley Clinic High Street Off Sough Hall Avenue Rawmarsh Thorpe Hesley S61 2QU S62 6LW (0114) 245 4504 Visits & Appointments (01709) 522022 Visits & Appointments (0114) 245 4504 Prescriptions (01709) 522022 Prescriptions (0114) 257 6542 Fax (01709) 528139 Fax Website: www.highstsurgery.co.uk

Practice Booklet PRACTICE NURSES WELCOME The practice has four practice nurses who are trained to deal with many aspects of patient care. Sister Gillian Ward BMedSci (Hons) Sheffield RN RM, Sister D Gleadall-Senior, Sister Michelle TO THE PRACTICE Fereday Advance Diploma Adult Nursing Degree in Nursing Studies and Sister Roumila Mootyen Bsc (Hons) Adult Nursing are an essential part of the practice team. The practice This publication tells you about the practice and the services that we offer, therefore please also employs two healthcare assistants, Julie and Amy. read it carefully. We trust that you will find it helpful and informative and we suggest that you keep it in a safe place for future reference. Should You See The Practice Nurse? Many patients say they are unsure at times whether they should see the doctor or the THE DOCTORS practice nurse. It’s difficult to be exact but the following list is a good guide. DR MARK J HILLIER BMedSci BM BS (Nottingham) 1986 Remember, if you see the nurse she always has the option of referring you to the doctor for further care if she considers it necessary. DR S SUKUMAR MB BS MRCGP (Tamil Nadu, India) 1993 See The Nurse For: DR N O'LEARY BM BS (Nottingham) 2011 DR E DOOLE MB ChB University of Liverpool • Blood pressure check You may consult any doctor within the practice. The doctors provide medical, contraceptive, • Cervical smears, period problems etc child health surveillance, maternity medical and minor surgery services. • Childhood immunisation The partners employ salaried GPs. • Diet advice (to reduce weight, reduce cholesterol, diabetic diet etc) We also employ at various times within the practice an assistant doctor or locum doctors • Ear syringing or minor ear ailments during holidays or sickness. Whilst the practice will endeavour to comply with the right of patients to express a preference • Family planning advice, contraception treatment of practitioner, this might not always be possible and if this were the case, an explanation • Menopause support would be offered. • Over 75 years health check RAWMARSH SURGERY TIMES • Removal of stitches • Stop smoking advice TEL: 01709 522022 • New patient medicals There is a doctor available between the following times: • Travel advice and vaccinations Monday, Thursday and Friday 8.00 - 11.00am Tuesday and Wednesday 7.00 - 11.00am • Long term conditions medicals Monday - Friday 3.45 - 6.00pm • Chronic disease reviews • Swabs THORPE HESLEY SURGERY TIMES See The Healthcare Assistant For: TEL: 0114 245 4504 There is a doctor available between the following times: • Blood tests • Ear syringing Monday, Wednesday, Thursday & Friday 8.00 - 10.00am • BP checks • Diabetic foot examination Tuesday 7.00 - 9.30am • Over 75 years health check • Sutures Monday - Friday 3.45 - 6.00pm • New patient medicals • B12 injections • Weight • Dressings For the latest information click to: www.highstsurgery.co.uk For the latest information click to: www.highstsurgery.co.uk PRACTICE STAFF WHEN THE SURGERY IS CLOSED Practice Manager To contact a doctor when the surgery is closed telephone 01709 522022. You will then Julie Gordon is the practice manager and she is responsible for the administration of be requested to hang up and dial 111. NHS 111 deal with the call handling for urgent the practice. She would be happy to hear your views and suggestions about the service calls when the surgery is closed. offered by the practice. If you have a life threatening medical emergency then please dial 999. Deputy Practice Manager When the surgery is closed patient can now access urgent care at: Denise Mason is responsible for the day to day running of surgery and will be happy to The New Emergency Care Centre at Rotherham District General Hospital. sort out any patient problems. Moorgate Road, Rotherham. Reception Staff This is only for emergency care and patient will be triaged and advised where to access the correct care if not deemed an emergency. Nicola Straw is the reception supervisor. If you have any suggestions, queries or problems regarding reception, please contact Nicola. The reception staff have a thankless task. They have to organise the doctors and other APPOINTMENTS professional staff, deal with demanding and sometimes distressed patients and look cheerful and sound pleasant all at the same time. They always try hard to be calm, We operate an appointment system within this practice to try to keep any wait you may have efficient and helpful. in surgery to a minimum. We guarantee, however, any urgent medical problems that you If they’ve succeeded, tell them! - If they haven’t, tell the manager! have will be dealt with in surgery the same day. If you have a non-urgent problem you may be asked to wait until the next available appointment. There are pre-bookable appointments up Clerical Staff to two weeks in advance for both doctors and nurses. (Doctors' pre-bookable appointments The clerical staff have an important role behind the scenes. They deal with referrals, repeat are booked for the first half an hour and the last half an hour of each working day.) prescriptions, filing, insurance reports etc, and generally ensure the smooth running of the The practice opens at 7.00am at Rawmarsh on Tuesday, Wednesday and Thursday practice. and at our Thorpe Hesley Branch at 7.00am on a Thursday, (these are for pre-booked All our staff are trained in keeping all information about you strictly confidential. appointments only). You can pre-book appointments online, using our online booking system. Please ask at ATTACHED STAFF reception for details. District Nurses At our Thorpe Hesley Branch Surgery we operate a doctor triage service in the mornings, They provide expert nursing in your home, assess your health needs, offer advice on any Monday, Wednesday and Friday. Normal bookable surgeries on a Tuesday and Thursday. matter of health concern and provide continuing care after discharge from hospital. We do have a chaperone policy in place at both surgeries and if you require a chaperone Health Visitors please inform reception on arrival. They deal with child healthcare, health promotion and child protection issues. Health visitors Available each morning are telephone consultation appointments at Rawmarsh for can be contacted directly on 01709 423333. patients to book. The doctor will then ring and speak to the patient but cannot diagnose. District Midwives This can be used for queries patients may wish to discuss but do not necessarily require an appointment. They provide antenatal care at our clinic, antenatal classes, advice on hospital facilities Receptionist are trained to care navigate patients to receive the best care by asking and postnatal care for you and your baby when you get home. a few simple questions which can result in patients receiving treatment much quicker. Macmillan Service (e.g.booking patient for Physio First). They provide specialist advice on palliative care, support to patient and family in the home, daycare and volunteer practical help and bereavement counselling. Community Psychiatric Nurses ROTHERHAM APP They are specialist nurses who deal with the areas of anxiety, depression, dementia and Sign up to the new Rotherham Health App. This is a new service for all patients who have mental illness. access to the internet via phone, computer or tablet. You will be able to access medical NHS 111 and health advice, and also be able to book appointments, order prescriptions and have access to your medical records. The App can be found in any search engine or by using The NHS 111 service is staffed by a team of fully trained advisers, supported by experienced https://Rotherhamhealthapp.com nurses and paramedics. They will ask you questions to assess your symptons, then give you the healthcare advice you need or direct you straightaway to the local service that can help you best. For the latest information click to: www.highstsurgery.co.uk For the latest information click to: www.highstsurgery.co.uk PATIENT PARTICIPATION GROUP The practice has a patient participation group, which meets on a quarterly basis to discuss If YOU are reading this, practice developments, and to get views and comments from our patients relating to the best way to achieve this, and any matters they wish to discuss. Please ask at reception for a form to complete if you wish to join our group, or telephone then so could patients and speak to the practice manager, Julie Gordon. HOME VISITS looking for your kind If you are not fit enough to come to the surgery and feel that you need a house call, please telephone 01709 522022 (Rawmarsh) before 10.00am or 0114 245 4504 (Thorpe Hesley) before 9.30am. In general, house calls are intended only of service. for very ill or housebound patients. There are few, if any, illnesses which can be made worse by a short car journey. If the patient has a rash or temperature, coming to surgery will do no harm nor endanger others but please inform the receptionist on arrival. Surgery consultations allow the doctors time to see more patients and offer better facilities for examination and treatment. If you are unsure as to whether you need a home visit, please telephone and ask for advice. DISABLED ACCESS There is access for disabled patients at both our Rawmarsh and Thorpe Hesley surgeries. HOW TO REGISTER AS A PATIENT You will be requested to complete a GMS1 Form and given an appointment for a new To place an advertising feature patient medical examination. REPEAT PRESCRIPTIONS If you are on regular medication and the doctor feels it is appropriate, the prescription can in our practice booklets be issued on a repeat basis by the practice computer without you necessarily needing to make an appointment to see the doctor personally each time. and book a daily reminder The right-hand side of the computer-generated prescription will list the drugs you can have on repeat. There will also be a review date printed on this right-hand side. You may order your of your service on our prescriptions up until this review date. After that date you will need to book an appointment to see the doctor for your medication review. Repeat prescriptions can be ordered online by using patient access - please ask at appointment cards and website reception for details. It will take two working days to process these prescriptions so please ensure you do not completely run out of medication. Please order repeat prescriptions by telephoning 01709 522022 for Rawmarsh surgery simply phone Veronica Smith and choose option 2. Please order repeat prescriptions for Thorpe Hesley Surgery on 0114 245 4504 after 6.00pm (answer machine). now on 0800 612 1516 IT WILL TAKE TWO WORKING DAYS TO PROCESS THESE PRESCRIPTIONS SO PLEASE ENSURE YOU DO NOT COMPLETELY RUN OUT OF MEDICATION. Any prescriptions ordered on a Friday will not be ready until Tuesday afternoon.

For the latest information click to: www.highstsurgery.co.uk COMPLAINTS PROCEDURE ZERO TOLERANCE We operate an in-house complaints procedure which meets national NHS criteria and Police will be called to any violent incident and the patient/patients involved removed from we would like to know if any patient has a problem or concern regarding any aspect of the practice list. All we ask is that you treat our doctors and practice staff properly without the service received from doctors, nurses or staff. We ask that any complaints be put in violence, abuse or intimidation. writing and addressed to the practice manager. Where local resolution has not been possible, patients can register their complaint with NHS ROTHERHAM the NHS customer contact centre. You can contact them on 0300 311 2233 or Other services not provided by the practice are commissioned by: email [email protected] NHS Rotherham CCG, Oak House, Moorhead Way, Bramley, Rotherham, South With ‘For the attention of the complaints manager’ in the subject line. S66 1YY If you wish to raise a concern about health and social care services you feel should be Telephone: 01709 302000. dealt with outside of the practice, Healthwatch Rotherham is commissioned to provide advice, support, information and advocacy service. You can contact them on 01709 717130 or email [email protected] FREEDOM OF INFORMATION - PUBLICATION SCHEME If you still remain dissatisfied after the conclusion of the NHS complaints procedure, you The Freedom of Information Act 2000 obliges the practice to produce a Publication can ask the Parliamentary and Health Service Ombudsman to review your case as the Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice next level. The Health Service Ombudsman is independent of both Government and the intends to routinely make available. NHS and can be contacted at Millbank Tower, London SW1P 4QP – Telephone: This scheme is available upon request from the practice manager. 0345 015 4033. PATIENT CONFIDENTIALITY PRIVACY NOTICE There is a notice in the waiting area with details of who can access patient information. To understand how we protect your data and what your data rights are, read the Patient A PATIENT’S RIGHTS IN THE GENERAL MEDICAL SERVICE Privacy Notice at www.highstsurgery.co.uk or ask reception for a copy. The national Patient’s Charter gives you the following rights: NOTES • To be registered with a GP • To be able to change doctors quickly and easily • To be offered a health check on joining a doctor’s list for the first time • To receive emergency care at any time through a GP • To have appropriate drugs and medicines prescribed • To be referred to a consultant when the GP thinks it is necessary and be referred for a second opinion if you and the GP agree this is desirable • To have access to your health records, subject to any limitations in law (from 1st November 1991) • To choose whether or not to take part in any medical research or medical student training • To be offered a yearly home visit and health check if you are 75 years or over • To be given detailed information about GP services through the local Medical Directory • To receive a copy of your doctor’s practice booklet • To receive a full and prompt reply to any complaints you make about NHS services In addition to the rights and responsibilities of patients already stated, it is the patient's responsibility to keep GP, practice nurse, hospital and other NHS appointments. If you are unable to keep your appointment please cancel it. Patients are requested to provide receptionists with an up to date change of address or telephone numbers. For the latest information click to: www.highstsurgery.co.uk For the latest information click to: www.highstsurgery.co.uk NOTES

Your Data Matters to the NHS Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments.

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.

You can choose whether your confidential patient information is used for research and planning.

To find out more visit: nhs.uk/your-nhs-data-matters

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SR/DP 09.19 (ebook) K28442O The High Street Surgery Practice Area

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