Denmark Road Medical Centre Practice Information Booklet

We are a well-established practice; looking after approximately 9075 patients. Running an appointment only system, we have two full time partner doctors: Dr Nigel Cowley (Senior Partner) and Dr Kerstin Smith. We also have 5 GP Associates: Dr Emily Monks, Dr Miriam Santer, Dr Mike Furze, Dr Siobhan Kirby and Dr Victoria Gunn. We currently have 2 GP Registrars: Dr Lalita Gurung and Dr Maik Laufer.

You may book an appointment to see any of our Doctors at this Practice.

Named GP - All Patients at this practice are allocated a named GP (this is your registered GP). You are still able/welcome to book appointment with any GP of your choice but your registered GP is responsible for your overall care. Should you wish to know who this is please ask at reception.  We aim to consult with patients for routine problems within 24 hours of the request being made. This may be via telephone consultation initially. We do not use an automated phone answering service. Believing in traditional values of family medicine, we simply aim to provide our patients with the best possible care.

We are involved in research and committed to continuous nurse training. We are also a training practice for future GP’s. As such you may be asked to take part in a video surgery. All patients will be given the opportunity to decline such a consultation; consents are obtained from those patients wishing to assist with this form of training.

Disabled patients are catered for through the practice having a large car park, with easy, flat access into the building through doorways suitable for wheelchairs. There is an intercom buzzer for those patients who experience difficulty with the doors. Patient documentation and reception is carried out at custom-made reception desks. A separate room is available (on request) for wheelchair bound patients and those seeking a more discreet area for discussion in privacy. Disabled toilet facilities are available.

We have ample free car parking and additional parking, if necessary, is available in Denmark Road.

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The Practice TeamDoctors:Dr Nigel Cowley MB ChB, MRCGP, DCH, DRCOG, FPCert, Dip Ed

Med Birmingham 1983 (GP Partner)

Dr Kerstin Smith MD MRCGP DFFP DRCOG Dresden, Germany 1992 (GP Partner)

Dr Emily Monks MB BCh BMedSci MRCPI DME DRCOG MRCGP DFSRH, Dublin 2004 (GP Associate)

Dr Miriam Santer MRCGP 1996, DRCOG & DFFP 1995 (GP Associate)

Dr Mike Furze MB, Chb 1996, MRCP, DRCOG, MRCGP 2003

Dr Siobhan Kirby MB ChB Manchester 2011 (GP Associate)

Dr Victoria Gunn BM Southampton 2012 (GP Associate)

Dr Maik Laufer GP Registrar

Dr Lalita Gurung GP Registrar

James Vacher Paramedic Practitioner

Maria Scrivener Nurse Practitioner

Practice Managers: Hayley Moore MCMI CIPPKaren Flintoft

Our Practice Managers, are available to help you with any administrative or non-medical aspects of your health care. Hayley/Karen is also available to discuss any suggestions or complaints.

Reception Manager Penny Cornell CIPP

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Penny and the reception team, are your link with the rest of the practice. They will try in every way to help you, and the more information that you are able to give them the better they will be able to assist you. They also carry out much of the behind-the-scene jobs ie contacting hospitals or agencies, updating records, filing and scanning of correspondence etc.

Practice Secretaries Tina Maton / Julie Forsyth Tina is responsible for ensuring that all patient referral letters are produced and despatched to the various providers and patient management on the Choose and Book e-referral IT system.

IT Carole Murphy

Carole is responsible for Information and Technology systems. She also collates data as required by the Doctors and is responsible for calling in patients, with long term conditions such as Diabetes, COPD, Asthma, for their routine checks.

Admin Caroine Tummon Debbie Tucker

Caroline assists the Practice Manager with day to day administrative requests and provides general assisance to the practice team and Reception Team.

Receptionists/Patient Services:Pauline Broadbent Chrissie Taylor Toni Kane Sharon Hayes Nikki Dix Zakiya CheesemanTina Tranter Victoria BickleJeanette Parker

Prescription Team:

Pauline Broadbent Karen Lynch Denise Potts

You can request your repeat medication by the following methods:

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Using your repeat slip (right hand side of green prescription) – ticking the items you need to order and handing this slip into the practice or posting it to the practice

Sign up to a repeat ordering service with your local pharmacy/chemist

Fill out the ‘prescription request slip’ available from reception

Signin up to our online system, please pick up an application form from reception.

Via e-mail to:  Denmark.prescriptions@nhs.net

Practice Nurses: Health Care Assistants:Hilary Mackie – Treatment Room Manager Debbie DyerMelanie Bates Natalie Siwadi Alison Emmerson

Hilary and her team work in the treatment rooms. They are available for various treatments including:

Injections Dressings Ear syringing General advice

In addition, the nurses are also trained to run various clinics including the taking of cervical smears. These are usually by an invitation letter you will receive from the Health Authority.

The reception team will be happy to book your appointment. Timings of the Practice Nurse/Health Care Assistant appointments vary in duration according to the treatment you require. Please be prepared that we will need to obtain some information from you to book an appointment slot with adequate time.

Health Visiting Team: Sarah Howcroft - Health Visitors

District Nursing Team: District Nurses: Jayne ReadSarah Doughty, Carolyn Alcazar,Louise CreweHealth Care Assistant: Teri Abbott

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Community midwife: Our Royal Bournemouth Hospital Midwife is Naomi Brown. She comes to the surgery to hold her clinic all day on a Wednesday. In-house counselling service: We have an in house counselling team. Appointments with the counsellors are via referral from your GP.

Doctor Appointment TimesDr Nigel Cowley – GP Partner

a.m. p.m.Monday 7.50 – 10.40 2.00 – 4.50Tuesday 7.50 – 10.50 3.30 – 6.50Wednesday

7.50 – 10.50 3.00 – 5.50

Thursday 7.50 – 10.50 3.00 – 5.50Friday No clinic No clinicSaturday Closed Out of hoursSunday Closed Out of hours

Dr Kerstin Smith – GP Partner

a.m. p.m.Monday 7.50 – 10.45 3.00 – 5.50Tuesday 7.50 – 10.50 3.45 – 6.50Wednesday 7.50 – 10.50 No clinicThursday 8.30 – 11.20 2.30 – 5.20Friday 7.50 – 10.50 or

Wimborne Hospital3.00 – 5.50

Saturday Closed Out of hoursSunday Closed Out of hours

Dr Emily Monks – GP Associate 5

a.m. p.m.Monday 8.30 – 12.30 No clinicThursday 8.30 – 12.30 No clinic

Dr Miriam Santer – GP Associate

a.m. p.m.Tuesday 9.20 – 12.20 4.10 – 18.40

Dr Mike Furze – GP Associatea.m. p.m.

Monday 8.30 – 11.30 2.40 – 5.40Thursday 8.30 – 11.30 2.40 - 5.40Friday 8.30 – 11.30 2.40 – 5.40Saturday Closed Out of hoursSunday Closed Out of hours

Dr Siobhan Kirby – GP Associate

a.m. p.m.Monday No Clinic No clinicTuesday 8.30 – 11.30 4.00 – 6.50Wednesday 8.30 – 11.30 2.45 – 5.45Thursday No clinic No clinicFriday 8.30 - 11.30 2.45 – 5.45Saturday Closed Out of hoursSunday Closed Out of hours

Dr Victoria Gunn – GP AssociateMonday No Clinic No ClinicTuesday 8.30 – 11.30 4.00 – 6.50Wednesday From April 18

8.30 – 11.30 2.45 – 5.45

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Thursday 8.30 – 11.30 2.45 – 5.45Friday No clinic No clinicSaturday Closed Out of hoursSunday Closed Out of hoursGP Registrars – Dr Gurung / Dr Shepperd

a.m. p.m.MondayTuesdayWednesdayThursdayFridaySaturday Closed Out of hoursSunday Closed Out of hours

All partners within Denmark Road Medical Centre will extend their surgeries to cope with demand ie: on return from annual leave.GP’s may alter surgeries occasionally to attend NHS Dorset Clinical Commissioning Group meetings.

The practice opening hours are as follows:Monday 7.50 am To 6.30 pmTuesday 7.50 am To 7.30 pm

Last appt 6.50 pmWednesday 7.50 am To 6.30 pmThursday 7.50 am To 6.30 pm

Friday 7.50 am To 6.30 pm

Practice area:

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Practice Area

Home visitsIf you are too ill to attend surgery and require a home visit, please telephone 521111 before 10am if possible. This will help the doctors to plan their visits for the day. Please be prepared to give some details of the problem as it helps the doctor to decide which are the most urgent cases.

New patients

New patients and their families are always welcome to register with the practice. Please give your NHS medical card and two forms of identification, one of which should be photographic, to our receptionist or you may ask for a registration form to complete. Pre-registration forms and new patient health questionnaires are also available on our website: www.denmarkroadmedicalcentre.nhs.uk

Change of Name, Address, Telephone/Mobile number

Please let the practice know if you change your name, address or telephone number so that our records are kept up to date. However, if you move out of the practice area you should register promptly with a new doctor.

Repeat Prescriptions

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Regular medication is normally prescribed at intervals of 1-2 months. We have a fully computerised system and would ask you to allow at least 48 working hours notice to process your prescription request. Should you wish your repeat prescription to be posted to you, then please forward your request accompanied by a stamped, self-addressed envelope.

Telephone Consultations / E-consult

The doctors provide consultations via the telephone. Just telephone the receptionist, ask for a telephone consultation with your doctor, and the receptionist will book you an appointment in the usual way but with the Doctor telephoning you at the appointed time. **Please ensure you will not be driving when receiving a call to a mobile phone.

Alternatively, you can commence a consultation via the practice website:

www.denmarkroadmedicalcentre.nhs.uk

You can complete a proforma which is then forward to a GP for review and a response will be made before the end of the next working day. This should not be used for urgent medical attention.

ResultsIf you do telephone for results, please leave your call until between 11.00 am and 12.30 pm or after 3.00 pm avoiding the busy times.

Emergencies and out of hours calls

In the event that you need to see a doctor outside the normal surgery hours, please telephone the NHS out of hours service on 111 where your call will be answered by an operator who will take your details and arrange for you to speak to a doctor. This is a free service number; however mobile phones will require at least 1 pence credit in order to make the call.

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Waiting Times

Patients will always be offered an appointment on the day that they make a request to see a doctor if their need be of an urgent nature. We aim to offer non-urgent appointments in less than 48 hours and preferably sooner.

In the unlikely event that patients' are required to wait for 20 minutes or more past their appointed time, the reception staff will ensure that individual patients are informed of the reason for the delay, or offer an alternative appointment if the patient cannot wait. Any patients waiting longer than an hour after their appointment time will receive a letter of apology and an explanation for the reason.

Portable T Loop System

The Practice has a portable T Loop Hearing system. If you wish to use this facility please speak to the receptionist at the desk

Nurse-led Health Promotion Clinics

The following clinics are run by our nurses. Booking can be made via the reception staff.

* Diabetic * Stop Smoking advice* COPD * Cardiac * Health checks – well person* Hypertension * Travel * Smears * Wound care dressings* Ear syringing * Asthma* Liquid Nitrogen * Blood pressure checks* Weight* Immunisations: Babies, shingles, flu, childhood flu, Men ACWY

Minor Surgery: This service is available from the doctors for removal of small skin lumps, injections to joints etc.

Newly Registered Patients: All newly registered patients are able to attend a health screening examination.Non NHS Examinations: Medical examinations for special purposes eg pre-employment, fitness for sports, fitness to travel etc, are available but are not part of your doctors NHS duties and therefore a standard fee will be payable. Please make an appointment at reception or by telephoning 521111.

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Immunisations: All adults should ensure that they are up to date with tetanus immunisations. Flu vaccinations are available each autumn, free of charge, to those who are at risk. To find more information about who should have the flu jab please visit this website: http://www.nhs.uk/conditions/vaccinations/pages/flu-influenza-vaccine.aspxOr please ring reception for details. Each person should have a course of three polio immunisations throughout their lives (these are mostly given during the school years), or if travelling to certain countries. If you are not sure that you are up to date with any vaccinations, please check with the Practice Nurse. A full range of advice and vaccinations are available in respect of travel abroad. A form should be collected from a receptionist who will advise you of the appointment procedure. An appropriate travel information pack will be put together for you to read before booking your travel appointment.Cervical Smear: It is very important for all women between the ages of 25 - 64 to have a cervical smear taken. These are every three years for 25-49 year olds then 5 yearly for 50 – 64 year olds. There are many early stages of cervical cancer. If picked up early this is totally curable by simple treatment and no large operation is necessary

Family Planning: The doctors provide family planning advice to both men and women of any age in complete confidence. This is carried out during a normal surgery appointment.

Emergency Contraception: This is available within three days after you have been at risk. Tell the receptionist that you require an urgent appointment on the same day.

Suggestions and Complaints: The doctors and staff are always open to suggestions that you might have to improve our services to you. Should you wish to make a suggestion to us, please speak to the Practice Manager, Hayley Moore, who will ensure that the suggestion is raised with the Doctors.Occasionally, patients feel that they would like to register a complaint regarding an aspect of our service. Should you wish to complain about any aspect of our service to you please ask to speak to Hayley Moore, who will endeavour to give you an immediate explanation, or if, for any reason she is unable to resolve the matter to our mutual satisfaction, she will advise you on how you may formally complain to the NHS England Commissioning Board**. We

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like to view complaints positively as an important opportunity to improve your care. **NHS Commissioning Board, PO Box 16738, REDDITCH, B97 9PT. Following investigation by NHS England: if you are still not satisfied then you may wish to contact: Parliamentary & Health Service Ombudsman, Government Office, Millbank Tower, 30 Millbank, London, SW1P 4QP, Phone:0345 015 4033

Practice NewsletterDr Cowley is editor of our monthly newsletter ‘The Denmark Doctor’ available from the reception desk. The publication contains topical information, quizzes, anecdotes, practice information and a biased analysis of the politics of the National Health Service.

Patient Participation GroupWould you like to help … ‘to advise and assist the Denmark Road Practice in its aim to provide the best possible care for its patients’? If so then the Denmark Road Patient Group would be delighted to meet you!For those who are not familiar with the Patient Group, a group of patients from all different realms of life, meet every 2 months in a meeting room at the surgery for about an hour in the evening. The group are there to act as a sounding board for the practice, and a means of receiving and providing feedback from and on behalf of the patients at Demark Road Medical Centre. The practice may bring forward issues, ideas or concerns to the Patient Group, where they are discussed in some detail before they are implemented. This is a great forum and medium for those concerned with giving the ‘Patients’ a voice: opening up a dialogue between the practice and its patients. It is not a fund-raising body or a complaints body; however, we can and do make a difference to the practice in many ways.If you are interested in joining our ‘merry band’ please ask your GP for more details or contact the Chairperson of the PPG by leaving your contact details with the Practice Secretary who will put the Chairperson in touch with you.

We look forward to seeing you!

If you would like to contribute but cannot commit to meetings, please join our e-mail contact list. You will only be asked questions about the practice and what we can do to improve those services, with an occasional questionnaire. Please e-mail us on: denmark.road@dorset.nhs.uk

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POLICY FOR REMOVAL OF PATIENTS FROM PRACTICE LIST

Purpose

The Denmark Road Medical Centre aims to provide the best possible health care for their patients. However there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list. The purpose of this policy, therefore, is to define the practice guidelines as to when it is reasonable to remove a patient from the practice list and to ensure that any concerns about removing patients from the list are dealt with fairly.

Situations which justify removal

ViolenceCrime & Deception

DistanceIrretrievable Breakdown of the Doctor-Patient Relationship

Procedure for Removal

Violence / Crime and Deception

Any incident involving violence, crime or deception will be reported to the Practice Manager, who will complete an incident report and bring to the attention of the practice partners.

Each individual case will be discussed at a Practice Meeting and a majority agreement will be reached.

Following agreement, the practice manager will write to the patient and explain the reasons for their removal.

The exception to this is if a patient has to be reported to the police for violent behaviour towards any member of the practice staff when s/he may be immediately removed.

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Distance

On notification that the patient is no longer living within the practice boundary, a letter will be sent to the patient advising of their need to re-register with another Doctor within the next 30 days. If the patient has not re-registered, or contacted the surgery with a reasonable explanation, within the 30 day period, they will be removed from the practice list.

Guidance on removing patients due to irretrievable breakdown of the doctor - patient relationship

Occasionally patients persistently act inconsiderately and their behaviour falls outside that which is normally considered to be reasonable. In such circumstances there may be a complete breakdown in the doctor-patient relationship.

A more detailed copy of this Policy is available from the Practice Manager

The Partners at the Denmark Road Medical Centre re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm damage or distress.

CONFIDENTIALITY AND DATA PROTECTION

Please be assured that the confidential nature of consultations and records is respected at all times.

The practice adheres to NHS guidelines in respect of patient information and is registered under the Data Protection Act.

How we keep your records confidential and secure:

Everyone working for the NHS has a legal duty to keep information about you confidential and secure.

You may be receiving care from other organisations as well as the NHS (like Social Services). We may need to share some information about you so as we can all work together for your benefit.

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We will only ever use or pass on information about you if others involved in your care have a genuine need for it. When we pass on any information we will ensure it is kept confidential and secure.

We will not disclose your information to third parties without your permission 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. Again if we do need to disclose your information we will ensure it is kept secure.

Anyone who receives information from us is also under a legal obligation to keep it confidential and secure

We are required by law to report certain information to the appropriate authorities. This is only provided after formal permission has been given by a qualified Health Professional. Occasions when we must pass on information include:

notification of new births where we encounter infectious diseases which may endanger the

safety of others, such as meningitis or measles (but not HIV/AIDS)

where a formal Court Order has been issued

Our guiding principle is that we are holding your records in strict confidence and with a high level of security

How your records are used to help the NHS

Your information may also be used to help us:

look after the health of the general public pay your GP, Dentist and Hospital for the care they provide audit NHS accounts and services investigate untoward incidents or complaints make sure our services can meet patient needs in the future prepare statistics on NHS performance review the care we provide to ensure it is of the highest standard teach and train Healthcare Professionals conduct health research and development

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Where information is used for statistical purposes, stringent measures are taken to ensure that individual patients cannot be identified. Anonymous statistical information may also be passed to other organisations with a legitimate interest, including universities, community safety units and research institutions.

Information may be shared with:Strategic Health AuthoritiesBournemouth & Poole Hospital/Foundation TrustsNHS Dorset Clinical Commissioning GroupGeneral Practitioners (GP’s)Ambulance Services

Your information may also, subject to strict agreements describing how it will be used, be shared with: NHS Common Services Agencies such as Dentists, Ophthalmic

services and so on Social Services Education Services Local Authorities Voluntary Sector Providers Private Sector Providers

How we ensure your information is accurate

We also have a duty to ensure your information is accurate and up-to-date to make certain we have the correct contact and treatment details about you.

To do this we undertake Information Quality Assurance Assessments to ensure we deliver improvements in the quality of the information we record about you.

How you can get access to your own health records

The Data Protection Act 1998, which came into force on 1 March 2000, allows you to find out what information about you is held on computer and in certain manual records. This is known as “right of subject access”. It applies to your health records.

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If you want to see them you should make a request to the NHS organisations where you are being, or have been, treated. If you require a copy of your GP records please contact your practice direct.

For primary care services offered by the DorsetHealthcare University Foundation Trust please contact the health records manager in writing to:11 Shelley Road, Bournemouth BH1 4JQ. You are entitled to receive a copy but should note that a charge will usually be made. You should also be aware that in certain circumstances your right to see some details in your health records may be limited in your own interest or for other reasons.

SecurityPlease ensure that you lock your car and leave any valuables out of sight. Please take care not to leave anything in the waiting room when you leave. The practice cannot accept responsibility for patient’s property whilst on surgery premises. CARERS INFORMATIONDenmark Road Medical Centre have a named lead;- Karen Lynch, who is responsible for the operational management of the Carer’s Register and services provided for carers. We would like to offer carers the opportunity to register. We will ensure that carers are offered information, services and support information.

There is information on the screens in reception specifically for carers. There is also some local/national information that can be taken away from the practice. Defining a carerA carer is someone who, without payment, provides support to a partner, child, relative, friend or neighbour who could not manage without their help. This could be due to age, physical or mental illness, addiction or disability. Caring roles can include administering medication, lifting and handling, personal or emotional care. A young carer is under the age of 18 and carries out significant caring tasks and assumes a level of responsibility for another person, which is inappropriate to their age. When you tell us that you are caring for someone we will place your details on our carers register so that practice staff are aware you are

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a carer. We will not share this knowledge with anyone else unless you tell us that we can. We may be able to offer you other services to help you care for your own health.

If you are giving regular and substantial help to the person that you care for, you will be entitled to a Social Services Carers Assessment which will also give you advice and information. You may also be entitled to practical help and support. Contact the Social Services Department where the cared for person lives to ask for an assessment. This is a free service.New patients, please note:

Currently your GP has a computer system which holds your medical records within your surgery.

There is system being called the Summary Care Record. Your Summary Care Record will contain your basic medical information such as details of allergies, current prescriptions and bad reactions/allergies to medicines. This means that clinical staff anywhere in England can access your medical records if they need to whilst treating you.

As a patient you have choices. You can choose not to have a Summary Care Record or to limit what is shared, and you can change your mind at any time. It is not mandatory for you to have a summary care record and there are a number of choices available to you.

Most, but not all GP practices will be participating. At participating GP practices, and if you are over 16, you will have received or will be receiving a letter providing you with details of the service being offered and this also explains your options. However if you are new to the practice or this area you may not have received your letter containing all the information you need in order to make your choice. If you do not wish to have a summary care record you may refuse this via your GP or by going on-line at:

http://systems.digital.nhs.uk/scr/library/optout.pdf Copy and paste to browser

or by obtaining a form from reception.

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In addition, a new safeguard has been added. If a healthcare professional needs to view your summary care record your permission will be asked beforehand unless you are unable to communicate your wishes at the point of care. For further information on patient choices please contact the Summary Care Project Manager on 01305 361149 or visit your GP surgery to discuss your options with your GP or staff member. Please see enclosed information leaflets.

USEFUL TELEPHONE NUMBERS

Age Concern (Winton) 01202 530530Bournemouth Care Direct 01202 454979Carers Direct – NHS Choices 0808 802 0202Christchurch Hospital 01202 486361Denmark Road Medical CentreFax

01202 52111101202 516761

Family Health Services Agency – Medical ServicesFor patients to ring

01726 627661

Boscombe and Springbourne GP walk-in Centre 66-68 Palmerston Road Bournemouth BH1 4JT

01202 720174

NHS Direct 0845 46 47NHS Dorset, Clinical Commissioning GroupCanford House, Discovery Court Business Centre,551-553 Wallisdown Road, Poole, BH12 5AG

01202 541400

Out of hours service 111Patient Contact Centre appointments 01202 705100Poole General Hospital 01202 665511Royal Bournemouth Hospital 01202 303626St Ann’s Hospital 01202 708881

USEFUL CONTACTS FOR WORKING WITH CARERSBournemouth Social Services (Care Direct 01202

454874/454979Bournemouth Young Carers Worker 01202 853326Carers UK (National organisation support/advice 0808 808 7777Department for Work and Pensions (Benefits)Claimant over 60 years 0800 991234

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Claimant under 60 years 0800 055 6688Help and Care Carerslink 0300 111 3303Poole Social Services (Helpdesk) 01202 633902Poole Young Carers Worker 01202 261550

SOME LOCAL SELF HELP GROUPSAge Concern (Winton) 01202 530530Alzheimer’s/dementia disease association 01202 716393East Dorset Mental health Carers Forum 01202 481730Relate (relationship support) 01202 311231Samaritans 0845 7909 090

THE RIGHTS AND RESPONSIBILITIES OF PATIENTS

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

Treat you with courtesy and respect

Work in partnership with you to achieve the best care possible

Involve you and listen to your opinions and views in all aspects of your clinical care

Advise you of the steps you can take to promote good health and a healthy lifestyle

Advise you if your wait is expected to be longer than 30 minutes to be seen and we will write to you with an explanation and apology if you wait longer than 1 hour to be seen

We would respectfully ask that you:

Treat staff with courtesy and respect

Let us know if you have to cancel an appointment or are running late

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Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number

Let us know if there is anything you feel we could do to improve the service we offer

Website: www.denmarkroadmedicalcentre.nhs.ukFor further practice information, appointment booking on-line, repeat

prescription ordering, canceling appointments.

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