Patient Information Booklet
PATIENT INFORMATION BOOKLET
Dr J B GHAURI MBBS & Dr A J Ghauri MD MRCGP
Family Medical Practitioners
THE SURGERY 1a HAWKESBURY ROAD CANVEY ISLAND ESSEX SS8 0EX
Tel 01268 682303 Fax 01268 690498 www.thesurgerycanveyisland.co.uk
PRACTICE BOUNDARY AREA
Patients wishing to register with the practice can ask at reception for a new patient registration form (GMS1). This form can also be done via our website. An appointment will be made for you with a GP for a new patient check.
WELCOME TO THE SURGERY
Dear patient or New Patient
This brochure will explain in detail a little more detail what you may already know about our practice and what services we offer. If you are new or prospective future patient then this booklet will give you all the necessary information you may require and illustrate the service you can expect from me our team of caring professionals that are at your service.
Our receptionists will always courteously advise and guide you, our nursing staff will have your needs foremost in their minds and the management team through to clinical staff are here to ensure you and your family obtain the care you deserve.
If you have a medical card please bring it with you to the surgery. If you do not have a medical card you will be required to sign a form. You will be given an appointment with the practice nurse as soon as possible for a new patient check.
Please help us to keep our surgery tidy by not bringing muddy shoes or dirty overalls into our surgery. Also in cases of unexpected feelings of sickness please ask the receptionist for a bowl.
To our existing patients it will be a pleasure to continue our service and care. To our new patients then a very warm “Welcome”.
Yours Sincerely Dr J B Ghauri MBBS & Dr A J Ghauri MD MRCGP
OPENING TIMES GP Consultations AM PM Monday 9.00-1.00 4.30-6.30 Tuesday 9.00-1.00 4.30-6.30 Wednesday 9.00-1.00 4.30-6.30 Thursday 9.00-1.00 4.30-6.30 Friday 9.00-1.00 4.30-6.30 Nurse Consultations AM PM Monday 8.30 4.30 Tuesday 8.30 4.30 Wednesday 8.30 6.00 Thursday 8.30 4.30 Friday 8.30 4.30
Extended GP Hours Thursday Evenings 6.30pm to 8.15pm phone lines open until 8.00pm during extended hours session. These sessions are by appointment only
Office Hours Mondays to Fridays 8.30-6.30 If you need to speak to a receptionist our phone lines are open from 8.00am to 6.30pm Mon to Fri.
Our Staff Practice Nurses Mrs L Morton SRN BSc (Hons) Nurse Practitioner Mrs S Pollard SRN BSc (Hons) Nurse Practitioner Practice Manager Mrs Katrina Carter Mrs B Forrester Admin /Rec/HCA Mrs G Vinnicombe Admin/Rec/ HCA Mrs M Graham Admin/Rec/Sec Mrs J Carter Admin/Rec/
How to see your Doctor
Dr J B Ghauri Will see patients on a first come first seen basis but please call to inform staff that you will be attending; therefore we will be able to prevent too many patients in one session. Appointments may also be booked.
Dr A J Ghauri Will see patients via booked appointments.
Emergencies Any emergencies brought into the surgery will be seen as soon as possible. Choice All patients can choose which health care professional they wish to see. Extended GP Hours On a Thursday evening we can now offer appointments between 6.30pm to 8.15pm. This is aimed at our patients who find it difficult to attend during core opening hours.
Appointments are not always necessary
If you attend the surgery without an appointment requesting to see a GP or the practice nurse, if they are available you will be seen. It is your responsibility to cancel appointments if you are unable to attend
We have a surgery web site which provides lots of information on our practice. Repeat prescriptions can also be ordered online via the website. The address is www.thesurgerycanveyisland.co.uk
COMPLAINTS
We sincerely hope that you have no cause to complain about the services you receive from the surgery. If, however there is a problem or reason for complaint then please ask to speak to our Practice Manager Doctor or any member of staff on the reception, we also have a comment/ suggestion box based in the reception area. We shall listen and try to make amends
Patient Advice & Liaison Service 0800 587 9159
WALK IN CENTRE There is a WALK in Centre available at: St Lukes Health Center Pantile Avenue Southend on Sea SS2 4BD Tel: 01702 611505 Fax: 01702 617058
Disabled Patients Our premises are compliant with disabled access requirements with ramp access. All doors are wheelchair width and we have disabled toilet facilities.
Equal Opportunities/Anti-Discrimination PRACTICE STATEMENT
Introduction
The Practice:
Will ensure that all visitors are treated with dignity and respect Will promote equality of opportunity between men and women Will not tolerate any discrimination against, or harassment of, any visitor for reason of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief Will provide the same treatment and services to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief Applicability
This Policy applies to the general public, including all patients and their families, visitors and contractors. Procedure
1. Discrimination by the Practice against you
If you feel discriminated against:
You should bring the matter to the attention of the practice manager The practice manager will investigate the matter thoroughly and confidentially within 3 working days
The practice manager will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days.
If you are not satisfied with the outcome, you should raise a formal complaint through the Practice’s Complaints Procedure
2. Discrimination against the Practice’s staff
The Practice will not tolerate any form of discrimination, harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the Practice’s premises forthwith. If the visitor is a patient, he/she may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.
VIOLENCE AND AGGRESSION POLICY
OUR PRACTICE STAFF ARE HERE TO HELP YOU. OUR AIM IS TO BE AS POLITE AND HELPFUL AS POSSIBLE TO ALL PATIENTS.
IF YOU CONSIDER THAT YOU HAVE BEEN TREATED UNFAIRLY OR INAPPROPRIATELY, PLEASE ASK THE RECEPTION STAFF TO CONTACT THE PRACTICE MANAGER, WHO WILL BE HAPPY TO ADDRESS YOUR CONCERNS.
HOWEVER, SHOUTING AND SWEARING AT PRACTICE STAFF WILL NOT BE TOLERATED UNDER ANY CIRCUMSTANCES AND PATIENTS WHO ARE ABUSIVE MAY BE REMOVED FROM THE PATIENT LIST.
ACCESS TO HEALTH RECORDS
The Data Protection Act 1998, gives a patient, or their representative, with client consent, the right to apply for access to his or her health records. Any request for access to health records must be made in writing to your GP. Information and application forms are available in the reception area or, ask a member of staff.
Under the Data Protection Act 1998 (Fees and Miscellaneous Provisions) Regulations 2001, you may be charged to view your health records or to be provided with a copy of them. The fees are the same whether it is an individual applying for access or a representative i.e. solicitor applying on their behalf.
To provide copies of patient health records the costs are:-
• Health records held totally on computer: up to a maximum £10 charge.
• Health records held in part on computer and in part manually: up to a maximum £50 charge
• Health records held totally manually: up to a maximum £50 charge
All these maximum charges include postage and packaging costs.
To allow patients to view their health records (where no copy is required) the costs are:-
• Health records held totally on computer: up to a maximum £10 charge unless the records have been added to in the last 40 days.
• Health records held manually: up to a maximum £10 charge unless the records have been added to in the last 40 days.
• Health records held in part on computer and in part manually: a maximum of £10 unless the records have been added to in the last 40 days.
SHARING PATIENT INFORMATION
We may need to share some information about you so we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to third parties unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires information to be passed on. Anyone who receives information from us is also under legal duty to keep it confidential. Occasions when we must pass on information include: Notification of new births.
Where we encounter infectious diseases which may endanger others such as, meningitis or measles (but not HIV/AIDS).
Our guiding principle is that we are holding your records in strict confidence.
Attached Staff Health Visitor Community District Nurse Community Psychiatric Nurse Social Worker Macmillan Nurses Community Midwife Counsellor Child Care & Immunisations With Doctor & Nurse
Antenatal Clinic Now held at Canvey Clinic on Wednesday afternoons with the community midwifes.
Health Promotions Diabetic Clinic Asthma Clinic CHD & Heart Disease Prevention Clinic Well Person Family Planning Clinic Child Health Surveillance
Minor Surgery Held on Thursday afternoons
Home Visits Visits are for those who are housebound/elderly or too ill to come to the surgery. Please try to telephone before 11.00am and you will be asked why a home visit is being requested.
Emergencies and out of hours calls In out of hours please call the surgery number 01268 682303 and you will advised to call 111. This is a new service that has been introduced by the NHS. Call 111 when you need medical help fast but it’s not a 999 emergency.
Repeat Prescriptions You may be allowed some treatment on prescription without seeing the Doctor although you will need to be seen every six months. Please give 24 hours notice for repeat prescriptions 48 hours for on-line prescription requests If you require your prescription to be posted please enclose a stamped addressed envelope. Repeat prescription requests over the telephone are restricted to patients that are housebound or over 65 years old Please try to call after 11.00am for this service in order to prevent blocking the telephone lines.
Antibiotics will not be given over the phone without having seen or spoken to the Doctor.
The prescribing of antibiotics for dental abscesses is not encouraged. GPs are not trained in dental problems and patients will always be advised that it would be in their best interests to seek a dental opinion. Only in exceptional circumstances will we issue a prescription
Change of Address If you change your name address or telephone number please let our staff know immediately. If you move outside the practice area it will be necessary for you to find another Doctor in your new area.
Practice & Complaints Procedure We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Our practice manager will give you further information. Our aim is to give you the highest possible standard of service. Help us to help you.
Services Provided Immunisations for all ages Antenatal care (Midwife/Doctor/Nurse) Post natal examination Baby & child checks (Child Surveillance) Cervical smears (Nurse) Family planning Minor operations (see Doctor first for assessment) Heart & blood pressure checks Diabetic & Asthma checks Well person checks including breast checks & HRT Health Promotion. Advice given on diet, exercise, alcohol, drugs, smoking, immunisations & vaccinations Flu vaccination is available from the beginning of October please make an appointment with the nurse or Doctor. Travel Vaccinations. Please see the Practice Nurse
Nurse Practitioners
L Morton –S Pollard SRN BSc (Hons)
Both of our Practice Nurses are Nurse Practitioners and can triage patients and issue medication. We hope that this will ease the difficulty and waiting times for patients who may not necessarily need to see a GP.
This will enable you to have the choice of booking to see a Nurse for first contact care.
Our Nurses are able to consult and prescribe.
If the reason that you need to see the GP can be dealt with by a Nurse please see her first. Your complaint can then be triaged by the Nurse who will then decide if you need to see the GP.
Please make use of this service as this will help in releasing the Doctors time for more serious issues.
Useful Telephone Numbers
Southend Hospital 01702 435555
Wellesley Hospital 01702 462944
Basildon Hospital 0845 1553111
Runwell Hospital 01268 73555
Benfleet Open door 01268 793025
Knightswick Clinic 01268 683080
Sydervelt Centre 01268 682148
Emergency Car Service Volunteer 01268 515644
Canvey Satellite Clinic 01268 510888
Social Services 0845 603 7630
Samaritans 01702 333999
Citizens Advise Bureau 01268 511889
Relate 01702 342901
Home Help Department 01268 469390
Meals on Wheels 01268 469390
Cont;
Fairhavens Hospice 01702 344879
District Nurse Liaison 01702 343599
Age Concern 01268 515883
Canvey Police 01268 775533
Red Cross 01268 698874
Sydervelt Clinic 01268 366470
Steves Taxis 01268 684433
Self Treatment of Common Illnesses
Colds and Flu These usually start with a runny nose cough temperature and aches and pains. Make sure you drink plenty of fluids and do not worry if you are not eating - you will come to no harm for a few days. This is a virus infection and NOT helped by antibiotics
Diarrhoea & Vomiting Not having solids for 24 hours and then taking a light diet for the next 24 hours should rest the digestive system. Avoid milk and dairy products for several days. Drink plenty of fluids. Diarrhoea and vomiting in small babies and young children is very common and should be treated with plenty of fluids and the doctor will be happy to advise if you experience any problems, especially if diarrhoea is not settling within 24 hours and pain is continuing or blood is passed, the child is under 6 months old, recently been abroad or if attacks are repeated.
Strains and Backache Many acute strains will respond to a few days bed rest with paracetamol taken for pain. A few days spent lying straight, on the back, on a firm bed, often helps backache, without pain going down either leg and without urinary symptoms.
Nose Bleeds Sit down lean forward slightly. Breathe through your mouth and pinch your nose just below the bone for at least 10 minutes. If the bleeding persists consult the Doctor.
Minor Cuts & Grazes Wash the wound thoroughly with water and a little soap. To stop the bleeding, apply a dry dressing or clean handkerchief firmly to the wound for about 5 minutes. Cover the wound with a clean dressing. Check tetanus vaccination is up-to-date.
Head Lice Head lice are not a sign of poor hygiene: they actually prefer clean hair. Medicated head lotion can be obtained from chemists without prescriptions.
Sprains Apply a cold compress containing ice if possible for 15 to 30 minutes to reduce the swelling. Apply a firm crepe bandage and rest the sprain as much as possible.
Sunburn Treat with cold water to remove the heat. Calamine lotion will relieve the burning but the wisest thing is to avoid over exposure to the sun!
Chicken Pox A rash of small red patches appears which soon develop small blisters in the centre. After a few days these turn dry and fall off. Calamine lotion helps to soothe the itching, cooling baths may also help. The most infectious period is from two to three days before the rash appears and up to five days after this date. Children may return to school as soon as the scabs have fallen off.
Insect Bites & Stings Antihistamine tablets can be obtained from the chemist without prescription and will usually relieve the symptoms. Wasp stings can be treated with the application of vinegar.
Burns Apply large quantities of cool water as soon as possible and maintain this until the pain subsides. This may take longer than 15 minutes! If the skin is unbroken but blistered, apply a loose dry dressing. If the burn is larger than 4 or 5 inches in diameter or if the skin is broken then consult your Doctor.
Head Injuries It is unlikely that serious injury will result if there is no loss of consciousness and the person can remember what happened. Headaches and vomiting are usual in head injuries but if there is increasing sickness and severe headaches (with or without visual disturbances) undue drowsiness loss of power in the hands and feet difficulty in walking the Doctor will be available to consult. However with these symptoms you should go straight to the nearest A&E Dept.
PATIENT INFORMATION BOOKLET
Dr J B GHAURI MBBS &
Dr A J Ghauri MD MRCGP
Family Medical Practitioners
THE SURGERY 1a HAWKESBURY ROAD CANVEY ISLAND ESSEX SS8 0EX
Tel 01268 68ax 01268 690498