PENROSE SURGERY www.penrosesurgery.co.uk 33 PENROSE STREET LONDON SE17 3DW TEL: 020 7703 3677 FAX: 020 7703 9236 Email – [email protected] Partners Practice Nurses Dr. Sarah Hawxwell MBBS DCH DRCOG DFFP MRCGP (F) Mr. Sunil Gupta FCA (Practice Manager) [email protected] Mrs Camilla Jackson Dip. Adult Nursing BSc (Hons) Psychology Mrs Rettymol Thomas BSc Nursing Salaried GPs Health Care Assistant Dr Ella Sonal Bihari (F) MBBS BSc (Hons) MRCGP DRCOG Dr Ghias Shafi (M) MBBS (Hons) DFSRH DCH DRCOG MRCG Dr Fiona Payne (F) MBBS MRCOG DFFP Miss Margaret Pawlicka (Dip in Nursing Poland) Mrs Jija Paul (Dip in Nursing India) Mrs Deepa Devassy (Dip in Nursing India) Opening Times: Monday – Friday: 08.00 – 18.30 Saturday: 8:30 – 12.00 Out of hours emergency (SELDOC): 0208 693 9066 GP Appointments Appointment times are as follows:Monday 09.00-12.00, 15.30-18.00 Tuesday 09.00-12.00. 15.30-18.00 Wednesday 09.00-12.00, 15.30-18.00 Thursday 09.00-12.00, 15.30-18.00 Friday 09.00-12.00, 14.30-18.00 Saturday 08.30 – 11.30 Consultations by appointment only We are aiming to ensure that routine appointments wait no more than 4 working days. If your condition is urgent, please inform the Reception Staff. Patients seen urgently cannot be guaranteed the time or doctor of their choice. An urgent condition is one that cannot be reasonably expected to wait until the next routine appointment. Please cancel your appointment by dialling 0207 358 6448 if you are unable to attend. Repeated failure to attend appointments may result in removal from the practice list Penrose Surgery January 2015 1 GP Preferences Patients are given the choice to select which doctor they want to see. (Subject to availability) Please inform reception at time of booking an appointment. Please note not all doctors are present on any given day. New Registrations Patients living in the catchment area & wishing to join the practice should apply at reception or register online at http://www.penrosesurgery.nhs.uk/ If for any reasons we are unable to register you, you can contact the Practice Manager or Health Watch Southwark on 020 7358 7005 Practice Catchment Area Penrose Surgery January 2015 2 Reception The receptionists are available during opening hours. Their role includes booking appointments and answering the telephone, checking in patients and assisting the doctor/nurses with general administrative queries, tasks and dealing with any queries with patients Home visits Please telephone before 11.00 a.m. if you are too ill to travel to the surgery. As home visits take considerably longer than surgery appointments we ask you to come to the surgery if you are mobile, allowing us to reserve visits for genuinely housebound and seriously ill. Out of Hours NHS Choices are available for medical advice http://www.nhs.uk Tel: 111 The practice is a member of SELDOC which is an out of hour’s co-operative of local GPs. If you have an urgent medical problem that cannot wait until the surgery re opens, then contact an out of hour’s doctor. (SELDOC 0208 693 9066). Repeat Prescriptions • • • • • • Repeat prescriptions have to be authorised by your doctor Please allow us 48 working hours or less (excluding weekends and bank/local holidays), from receiving the request. We are unable to accept requests over the phone. Written requests only. Prescriptions can be returned if a stamped, addressed envelope is provided. If you require a prescription urgently, please let the receptionist know and we will do our best to arrange this for you You can request repeat prescription by email to [email protected] , or via our website http://www.penrosesurgery.nhs.uk/ (No login details required ) or via Patient access online portal (please contact reception for login details ) We can send your prescription (except for controlled drugs ) to your nearby pharmacy electronically via the new EPS 2 system. Please contact reception or your pharmacist for more details From time to time you may receive with your prescription a request to see your Doctor or the Nurse. This is because medicines require regular reviews to ensure their greatest benefit and safety. Test Results Blood results can take 1 to 14 days depending upon their nature, and x-ray and scan results can take 7 to 14 days to arrive after the test. You can obtain your results by telephoning the surgery after 11.30 AM. If the result is abnormal you may be advised to discuss this with your doctor. Receptionists are not authorised to provide explanations of test results to patients. The results of cervical smear tests will be sent to you in writing and are available in 4-6 weeks Please note that for reasons of confidentiality we are unable to discuss any medical details with anyone other than the patient concerned, unless we have express permission from the patient. Penrose Surgery January 2015 3 Community Nurses NHS Southwark’s team of district nurses are attached to the practice and look after housebound patients and those who have recently been discharged from hospital. They can be contacted on 0203 049 8777 9.00 AM to 5.00 PM Monday to Friday You can also contact the surgery and leave a message at the reception desk. Help and more information on local services can be found by Health watch Southwark on [email protected] or calling 020 7358 7005 ot by contacting Southwark CCG NHS Southwark 160 Tooley Street London SE1 2TZ Tel: 020 7525 0400 www.southwarkccg.nhs.uk Useful Contact Numbers • South East London Doctors On Call (SELDOC) 0208693 9066 • NHS 111 www.nhsdirect.nhs.uk • Health Watch Southwark 020 7358 7005. • King’s College Hospital 020 3299 9000 • Guy’s & St Thomas’ Hospital 020 7188 7188 Services (all clinics by appointments only) • • • • • • • Post natal checks Cervical smears Sexual health Contraception Smoking cessation Spirometry Well person clinic • • • Diabetic/asthma reviews Travel vaccines Baby clinic Alternate Thursdays 13.00 – 14.40 • Mental health counselling It is important that your children are fully vaccinated. Please make an appointment for child immunisations with Practice Nurse Access for the disabled There is disabled access into the Surgery. All medical rooms are situated on ground floor. If any assistance is required please ask at reception and a member of staff will be happy to help. Chaperones During your appointment with a doctor or nurse, you are welcome to ask for a chaperone. This will usually be one of the nursing team, however if a nurse is unavailable another staff member can chaperone with your agreement Penrose Surgery January 2015 4 Equality and Diversity Penrose Surgery is committed to eliminating discrimination and encouraging diversity amongst our workforce, and in relation to our patients and service users. We believe in fairness, equity and above all value diversity in all dealings, both as provider of health services and employers of the people. The Practice aims to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the Practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver high quality healthcare. The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. For more information on our Equality and diversity policy, please contact a member of staff Change of Address / Telephone Number In order to maintain accurate records we ask you to tell us of any change in your particulars: name, address or Telephone Number etc. We hope that you do not move too far away, as we would like to continue to provide care for you. But if you move outside the practice area, we will ask you to find another Practice. Practice policy around behaviour It is our policy to be helpful and polite to all our patients, regardless of age, ethnic origin, disability, gender or sexual orientation. We would expect the same courtesy from our patients. Discriminatory, unsocial, threatening, violent, or abusive behaviour towards staff & other patients will not be tolerated. The practice will take action in these circumstances. This may involve the police or result in the removal of the patient from our practice list. Access to patient information Information will not be disclosed to third parties without your written consent unless there are exceptional circumstances or the information is to be provided in an anonymised, encrypted or aggregated form (e.g. for research or statistical analysis). Your information may be used by the practice for management, audit and research purposes. We may also have to share information with the following main organisations for your benefit: • Strategic Health Authorities • NHS trusts (Hospitals, PCTs) • Ambulance Services The practice takes confidentiality very seriously and maintains strict controls over access to information. This information is covered under the Data Protection Act. Please contact the Practice Manager if you have any concerns over the management of your confidential information Freedom of Information Act 2000 The surgery has produced a publication in accordance with the FOI. If you have a request for any information in line with the Act please contact the Practice Manager Complaints & Comments Penrose Surgery January 2015 5 We do try to provide you with the best service possible, but realise that on occasion you may not feel this has happened. If you have any problems relating to your care, these can be dealt by the Practice Manager Mr. Sunil Gupta [email protected] as quickly and fairly as possible .Your complaint will be acknowledged within 3 working days. If after going to the local complaints procedure you still wish to progress the matter and discuss it with someone else outside the organisation, you may of course contact NHS England at the following address: NHS England PO Box 16738 Redditch B97 9PT Tel: 0300 311 22 33 Email: [email protected] There is a separate leaflet available for patients entitled “Making a Complaint”. Please ask at reception. . Patient Responsibilities • Inform us when you move home or change your name, so that our records are correct and up to date. • Be on time for your appointments and check in with the receptionist • Let us know if you need to cancel your appointment • Make separate appointments for each member of the family that needs to be seen • Call for a home visit before 11.00 AM. Only Genuinely Housebound and ill • Read the practice leaflets and other information we give you. They are there to help you use our services. • Please ask if you do not understand them, this will help us make them easy to read. Patient Participation Group What is the patient participation group? A group of people joining together in a voluntary capacity to enhance the Practice by working alongside the doctors and nurses on behalf of and representing the patients. What does it involve? This is to discuss issues affecting your Practice, and helping the surgery to deliver the best service it can. Ultimately, helping patients to get the best out of their doctor and just as importantly the doctors to get the best out of their patients We request members to attend PPG meetings held at the surgery approximately every 12 weeks. What else does the PPG do? • • • • • Help with patient clinics from time to time. An example of this is, once a year during the autumn when patient groups are given Flu Vaccinations.* Help distribute Patient Survey forms to patients in the surgery. (Once a year).* Help with organising Patient Health Evenings.* Occasionally attend National PPG Seminars.* Maybe assist in producing the Penrose Surgery Newsletter.* Penrose Surgery January 2015 6 *All the above are not obligatory but even the smallest input is of great value. Who can become a member? Anyone who is a patient within the Practice can become member of PPG. If you are interest, please contact Reception team on 0207 703 3677 Penrose Surgery January 2015 7
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