Practice Boundary Brockway Location Map Backwell Location Map Backwell Nailsea Medical Group Backwell Medical Centre 15 West Town Road, Backwell, Bristol BS48 3HA Tel: 01275 465100 Fax:01275 795609 Brockway Medical Centre 8 Brockway, Nailsea, Bristol, BS48 1BZ Tel: 01275 850600 Fax:01275 795608 www.backwellnailseasurgery.nhs.uk Welcome to the Backwell + Nailsea Medical Group. This leaflet tells you about the practice and the services we can offer you. Appointments and General Enquiries (8.30 am - 6.30 pm, Mon-Fri) Backwell: 01275 465100 Brockway: 01275 850600 Emergency Line (urgent medical needs) (8 am – 6.30 pm Mon-Fri, including lunchtime) Backwell: 01275 465101 Brockway: 01275 850601 Results Line, e.g. X-rays, blood tests (2.30 – 4.30 pm, Mon-Fri) Backwell: 01275 465102 Brockway: 01275 850602 Repeat Prescription Line (10am-11.30am) Backwell: 01275 465117 Brockway: 01275 850603 Out of Hours (North Somerset PCT) (6.30 pm – 8.00 am Mon-Fri, all weekend and Bank Holidays) 0845 121 0235 RECEPTION IS OPEN AT THE FOLLOWING TIMES: Monday - Friday: 8.30 a.m. to 6.30 p.m. Extended Hours: One evening a week. Last appointment 7:30 p.m. One morning a week. Appointments from 7.30 a.m. Saturday mornings open from 8 a.m. for pre-booked appointments. (For emergency and out of hours cover, see under ‘Emergency out of hours cover’) Please inform us in advance if you are unable to keep an appointment; this will enable us to offer it to someone else. Speaking to a doctor or nurse on the telephone Please give the receptionist your details and she will arrange for a doctor or nurse to ring you back, this will normally be at the end of surgery. WE PROVIDE DISABLED ACCESS Rights and Responsibilities What patients can expect: This practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition. To be treated with respect and politeness by all staff. For confidentiality to be maintained at all times. To have access to a health care professional within 24 working hours and a doctor within 48 working hours. An explanation for any waits over 15 minutes from your appointment time. A safe and tidy waiting room. To be informed of any changes in service or alteration in practice. To be informed of the complaints procedure. To have access to the Practice Manager via an appointment system. What staff can expect: To be treated with respect by all patients. Please remember our staff are trying to help you. Swearing, shouting and/or any abusive behaviour will not be tolerated and patients will be asked to leave the building and may be removed from our list. Patients under the influence of drugs or alcohol will be asked to leave the building. The doctor and nurse will determine the frequency of appointments for each patient as determined by the patient’s condition. Patients for routine problems will not use the out of hours service. To be informed if patients are unable to keep their appointments. Patients to be on time for appointments. Repeat medication requests to be made in accordance with practice policy. Protection and use of your information – your records are safe with us We ask for information about you so that you can receive the best possible care and treatment. We hold this information, together with details of your care, to ensure that your doctor and nurse has accurate and up-to-date information, We only use or pass information about you to people who have a genuine need for it.. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. If at any time you would like to know more about how we use your information, please contact Practice Manager. Research and Development We have a long tradition of involvement with The Medical Research Council, the University of Bristol and the Royal College of General Practitioners. We are committed to involvement in important projects with other leading researchers, both nationally and locally, to ensure that the practice contributes to new knowledge about better ways of improving patients’ health. We always request your consent when inviting you to participate in any project. How to Register You may apply to join our list by bringing your medical card to the surgery or, if this is not available, by completing a form provided by us. We require a card or form for every member of the household who wishes to register. Please bring in two forms of confirmation of your address (e.g utility bill, bank statement) and one containing a photo ID (e.g passport, photo driving license). For under 18’s we only require a copy of the birth certificate. We regret that we may not be able to take patients living outside our practice area but if we are unable to accept a patient for this or any other reason, we will inform you in writing within 14 days of application. You may request to receive services from a particular doctor but there may be occasions when this is not possible, e.g. if a doctor’s list is full, or he/she does not provide the services required by the patient. Complaints and suggestions If you have suggestions for improvements or if have experienced problems with any aspect of our service - please contact the Practice Manager. We welcome your views and feedback. If you have a complaint please ask for a copy of our complaints procedure, this also includes details of external complaint bodies should you need to contact them. Patient Participation Group (PPG) We are very fortunate to have a flourishing and proactive patient group and welcome new members. Thank you to the members of the group who have advised on the content and layout of this practice leaflet. The Partnership consists of: Dr Caroline Haddy MB ChB(Bristol 1985) MRCGP DRCOG, female Dr Diana Bloss MB ChB(Liverpool 1990) DRCOG MRCGP, female Dr Namalee Wimalasundera MB BS(London 1995) BSc MRCGP DFFP, female Dr David Cox MB BS(London 1985) DRCOG MRCGP, male Dr Susan O’Reilly MB BS(London) LRCP MRCS DRCOG DTM&H(Wits, SA) MCFP(SA) MRCGP(UK), female Dr Michael Kirwan MB BS (Nottingham 1996) BMed Sci DRCOG DFFP MRCGP, male Dr Jon Rees MB ChB MRCS MRCGP DRCOG Associate GP: Dr Kate Merrett MRCGP, MRCP, DRCOG Associate GP: Dr Michaela Randall BMED.Sci (Hons.) BM BS.MRCGP DRCOG We are a teaching practice and host fully qualified doctors known as GP Registrars gaining experience in general practice. As part of our teaching, we sometimes have Medical Students sitting in during consultations – please say if you would prefer to see the doctor or nurse alone. We occasionally employ doctors when a partner is away. These are always qualified doctors and are referred to as Locums. Some of our doctors have other commitments and may not always be available but we will always offer you an appointment with another doctor. Practice Staff Practice Manager - Debra Penney is responsible for the overall management of the practice. Please contact her with your suggestions or concerns. Practice Assistant – Veronica Baker (based at Brockway) Head of Reception - Debs Ponsford at Backwell and Ros Taylor at Brockway. Practice Secretaries: Debbie Francis, Lindsay Delaney, Leila Coles and Sara Budd. Practice nursing team Treatment room nurses - Sue Haggo, Christine Westcott, Lorraine Martel, Delyth Darbon and Anna Stafford hold sessions every morning from 8.50 – 12.00 and afternoons from 2.30 – 5.50 pm. The nurses offer appointments for cervical smears, registration checks, foreign travel advice, dressings, ear syringing, childhood immunisations and other nursing procedures Some services are not provided or funded by the NHS. Regretfully, in these instances, we do have to make a charge to the patient. These are based on current, national guidelines. PRIVATE REPORTS AND EXAMINATIONS Medical Examination and Report £180.00 per hour Medical Examination and Report (30 min consultation) - LGV,PSV etc £90.00 Basic report, no examination £50. 00 - £90.00 (Dependent on length and time taken to process) Private Insurance/Claim forms £25.00 - £30.00 (e.g. holiday cancellation, Private Health insurance forms) Computer Print Out £10.00 Photocopy of notes 50p per copy PLEASE NOTE: FAILURE TO ATTEND A BOOKED EXAMINATION WILL RESULT IN A CHARGE OF £35.00 HCA (Healthcare Assistants): Nikki Hawkins and Michele Rickard; offer blood and urine tests, new patient checks, ECG’s; and Smoking cessation advice. Phlebotomists: Sue Francis and Sara Ellis carry out blood tests. PRIVATE VACCINATIONS Vaccination Certificate £12.00 Yellow fever (includes certificate) £50.00 Hepatitis B (Foreign travel) £20 each injection (A course will need 3 or 4 injections) Meningococcal (Foreign Travel) £30.00 District nurses PRIVATE CERTIFICATES/LETTERS/FORMS We have a team of community nurses based at Backwell who meet the needs of patients in their homes. To Whom it May Concern letters £10.00 - £50.00 (e.g. school, fit to work, etc.) Ofsted reports £25.00 Passport/Driving Licence form/photo £30.00 Private sick note £10.00 Freedom from Infection £12.00 Holiday cancellation form/letter £25.00 (NB: There is normally a form provided by the Insurance Company.) Chronic disease management nurses - Nurses Haggo, Westcott and Martel run specialised clinics for Diabetes, Vascular, Asthma/COPD and Stroke. Contact reception for appointment information. Health visitors Rebecca Whitehead and Sue Argent have specific responsibility for the under-fives registered with our practice. Appointments for childhood immunisations are sent directly to parents by the ‘Avon Child Health Department’. Immunisation clinics are held at both surgeries every month. Please contact reception for details of days and times. Visiting specialists A variety of consultants visit the practice on a weekly or monthly basis, this includes an Obstetrician, Gynaecologist, General Surgeon, Orthopaedic Surgeon, Positive Steps (Mental Health Team) and a Dietician. Please speak to your doctor to arrange an appointment to see any of these specialists. CHD Clinic (Coronary Heart Disease) National Health Service We are fully committed to the National Health Service . If you are referred to a hospital as an outpatient this will be within the NHS but if you wish to be referred privately, this can be arranged, please inform your doctor. Diabetic Clinic Computers Computers are used extensively to help us provide an efficient service to you. The doctors and nurses enter your health information directly onto your computer record, which ensures that we have legible and timely details available about you. We have administrative links with Avon Primary Care Support Agency. Referrals are sent to hospital consultants via the NHS intranet (information is encrypted to ensure confidentiality). YOUR CONFIDENTIALITY IS ASSURED AT ALL TIMES. Other Useful Information Walk in centres: Bristol City – 33-35 Broad Street, Bristol, BS1 2EZ Tel: 01179069610 Weston – 12-14 The Boulevard, Weston-s-Mare, North Somerset BS23 1NA Tel: 01934724010 North Somerset PCT (Primary Care Trust): Waverley House, Old Church Road, Clevedon, North Somerset, BS21 6NN Coronary Heart Disease prevention is a Government initiative. In order to achieve a high standard of heart disease prevention, there has to be a framework of systematic planned care. This has been achieved by setting up a register of patients with established heart disease. Patients are invited to attend a yearly appointment at our coronary heart disease prevention clinic, which are run by qualified nurses in this field. The Diabetic Clinics are held on Thursdays and run by our specialist Practice Nurses (Sue Haggo and Lorraine Martel). Alternative arrangements can be made if there are difficulties. Telephone support and advice is also offered with treatment changes and medication adjustments when necessary. Patients are invited to attend regular clinic sessions according to their needs. This structured care encourages patient involvement in understanding planning and management of their diabetes. Working together, to prevent short term and long-term complications of diabetes. Respiratory Clinic (Asthma and Chronic Obstructive Pulmonary Disease) The Respiratory Clinic is run by Chris Westcott who is trained in managing and caring for patients with Asthma or Chronic Obstructive Pulmonary Disease (COPD). Patients taking regular medication are encouraged to attend the clinic for an annual review. Children or those whose asthma is not so well controlled may be followed up more regularly. All aspects of asthma will be checked and advice given re changes to medication. Patients with COPD may sometimes require spirometry, which is a simple lung function test to monitor/assess how well the lungs are working in response to using inhalers or as an aid to diagnose COPD or Asthma. You will also be given advice about inhaled or nebulised medications and support to give up smoking. Please contact reception to make an appointment. Appointments We operate an appointment system for all surgeries, which run throughout the day. Please telephone, come into the surgery or request a password to enable you to make an appointment online. Appointments can be booked in advance. If you have more than one problem the doctor will try and deal with as much as they can in your 10 minute appointment but may ask you to make another appointment. Please prioritise the problem causing you most concern. Please let us know if you wish to cancel an appointment so that we can offer it to someone else. When your chosen doctor is unavailable, you will be offered an appointment with another doctor. If you are over 75 and have not been seen within the last year, or between 16 and 75 and have not been seen within the last three years, we encourage you to make an appointment with a doctor, at which appropriate enquiries and investigations will be made. Home visits If you need a doctor to visit because someone is too ill to be brought to the surgery, telephone us before 11 a.m. to enable the doctor to make the necessary arrangements. If you are not sure if a home visit is necessary, mention this to the receptionist and she will arrange for a doctor to ring you back and discuss the problem. Emergencies out of hours The doctors are available between 8.00 am and 6.30 pm Monday to Friday; outside these hours, please telephone 0845 1210235 for the North Somerset PCT Out of Hours Service (this number is also provided if you ring the surgery number out of hours). You can also call NHS Direct for advice on 0845 4647 Emergencies during surgery hours If you need urgent medical care, please tell the receptionists that it is an urgent problem – you will always be seen the same day. For routine problems or ongoing illnesses, please make a routine appointment. Repeat prescriptions Repeat prescriptions are computerised and the re-order slip is on the right-hand side of your prescription. You are able to order your repeat medication by handing your slip in to reception, by fax, by telephone or you can also request repeat prescriptions online; please contact the surgery for details and a unique personal password. Please allow 48 working hours before collection from the surgery and up to 72 from the pharmacy. Test results When a doctor or nurse has arranged for tests to be sent to a laboratory for analysis, you will be given an information sheet which will inform you which tests we have taken and how long your result will take to come back. The results service is available from 2.30 pm to 4.30 pm Monday to Friday. Please ring 01275 465102 for Backwell results and 01275 850602 for Brockway results. To protect confidentiality, results can only be given directly to the patient themselves or to the parents of children who are under 16. Maternity services The community midwives offer a full maternity care service in conjunction with the GPs and health visitors. The midwives run weekly clinics at both practices, please ask reception for details Contraception We offer a full family planning service, including emergency contraception. Please make an appointment with a doctor. This service is confidential and is available to under-16’s. This practice does not discriminate on the ground of race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition.
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