the panton practice - practice booklets · the panton practice. stay in touch with our website - ...

Partners - Dr Adam Sawyer, Dr Roberta King, Dr Margaret McKenna, Dr Clare Marshall & Dr Rob Graham

Salaried GP's - Dr Sarah Huxtable & Dr Ute McCrudden

Practice Manager - Mrs Jo Legrave

Finance Manager - Mrs Jill Franklin

THE PANTONPRACTICE

Stay in touch with our website - www.thepantonpractice.co.uk

PRACTICE SURGERIES INFORMATION BOOKLET

Please note we provide local 01202 dial code access numbers to our services and all call made to and from the practice are recorded for training and monitoring purposes.

DOCTORSDR ADAM SAWYER Male Registered 1982 MBBS MRCGP - London

DR ROBERTA KING Female Registered 1988 MBBS MRCGP DCH MA - London

DR MARGARET MCKENNA Female Registered 1980 MB ChB - Liverpool

DR CLARE MARSHALL Female MRCGP MRCP

DR ROBERT GRAHAM Male BM MRCP MRCGP DRCOG

The doctors work in partnership.

SALARIED GP

DR JENNIFER HATTON Female MRCGP DSFRH DRCOG

DR UTE MCCRUDDEN Female MRCGP

Opening hours are from 8.00am - 6.30pm at Gervis Road

St Leonard’s Road is open from 8.00am - 6.00pm

14 Gervis RoadBOURNEMOUTH BH1 3EG

Tel: 01202 411700

Fax: 01202 411709

20 St Leonard's Road, Charminster BOURNEMOUTH BH8 8QN

Tel: 01202 411700

Fax: 01202 541249

For the latest information click to: www.thepantonpractice.co.uk

DOCTOR DAY MORNING AFTERNOON

Dr Adam Sawyer Mon 08.30-11.30 St Leonard’s Rd

Tues 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Thur 08.30-11.30 Gervis Rd 16.30-17.30 St Leonard’s Rd

18.30-20.00 St Leonard’s Rd

Fri 08.30-11.30 St Leonard’s Rd 16.30-17.30 Gervis Rd

Dr Roberta King Mon 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Tues 07.00-08.00 Gervis Rd

08.30-11.30 Gervis Rd

Wed 08.30-11.30 Gervis Rd 15.00-17.30 St Leonard’s Rd

Dr Margaret McKenna Mon 08.30-11.30 St Leonard’s Rd 15.00-17.30 St Leonard’s Rd

Tues 07.00-08.00 Gervis Rd 15.00-17.30 Gervis Rd

08.30-11.30 Gervis Rd

Wed 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Dr Clare Marshall Mon 08.30-11.30 St Leonard’s Rd

Tues 07.00-08.00 Gervis Rd

08.30-11.30 St Leonard's Rd

Wed 08.30-11.30 Gervis Rd 15.00-17.30 St Leonard’s Rd

Thur 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Dr Robert Graham Mon 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Tues 08.30-11.30 St Leonard’s Rd 15.00-17.30 St Leonard’s Rd

Thur 08.30-11.30 St Leonard’s Rd 15.00-17.30 St Leonard’s Rd

18.30-20.00 St Leonard’s Rd

Fri 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Dr Ute McCdudden Wed 08.30-11.30 St Leonard’s Rd 15.00-17.30 Gervis Rd

Thur 08.30-11.30 St Leonard’s Rd 15.00-17.30 Gervis Rd

Fri 08.30-11.30 Gervis Rd

Dr Jennifer Hatton Mon 08.30-11.30 Gervis Rd 15.00-17.30 Gervis Rd

Wed 08.30-11.30 St Leonard’s Rd 15.00-17.30 Gervis Rd

Thur 08.30-11.30 St Leonard’s Rd 15.00-17.30 Gervis Rd

Fri 08.30-11.30 Gervis Rd 15.00-17.30 St Leonard’s Rd

This is a standard week of location and consulting times, however the location may vary due to covering holidays.

Attract more business by placing your advert here. Simply call 0800 0234 196.

A home from homeWHEN residents move into Bournemouth's Avon Cliff Quality Nursing and Residential Home, they enjoy a home-from-home atmosphere.Purpose-built in 1997, Avon Cliff offers nursing care to the elderly in its comfortable, centrally-located premises."We are a true home from home," said Tracey Thompson, one of the experienced and dedicated care team. "We're known throughout the local community for our friendly, welcoming atmosphere."With 50 bedrooms, two of which are twin-bedded, Avon Cliff Quality Nursing and Residential Home is able to accommodate 52 residents at any one time. "We aim to help each resident to maintain their independence whilst encouraging them to take advantage of our various group activities and trips out," said Tracey, who added that the 'home from home' feeling includes encouraging residents to bring articles of furniture with them from their own home. "We think it's important for residents to make their space their own by bringing some of their possessions with them."Avon Cliff Quality Nursing and Residential Home offers a varied menu of healthy and nutritious food to suit every palate. "All of our food is freshly prepared on the premises by our resident chef, who is happy to cater for any special dietary requirements," said TraceyFive minutes' walk from the sea front, the home's dedicated social carers take full advantage of the local amenities. Minibus trips to places of local interest are regularly arranged.Visitors are encouraged, and Tracey is always happy for prospective residents to drop in. "Choosing the right nursing home is an important decision, and we're always happy to show people our facilities," she added. For more information, call (01202) 789998.

Advertising Feature


AS PART OF A NEW CONTRACTUAL REQUIREMENT FOR 2015-16, ALL PATIENTS REGISTERED AT A GP PRACTICE ARE

ALLOCATED A NAMED ACCOUNTABLE GP.

WHAT DOES 'ACCOUNTABLE' MEAN?The new contract requires the named accountable GP to be responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each patient where required. However, this does not mean that they will be the only GP or Clinician who will provide care to that patient. These responsibilities will be carried out within the opening hours of the Practice and do not change the way you currently access care outside these hours.

WILL GP PRACTICES WRITE TO PATIENTS TO INFORM THEM OF THEIR NAMED GP?

Not necessarily. It may be necessary to send a letter if the patient has no mobile number or email address and has not been into the Surgery. However, practices will inform patients of their named GP at the next appropriate interaction. Patients can enquire who their Accountable GP is if they have not already been advised.

CAN PATIENTS CHOOSE THEIR OWN NAMED GP?Patients will be allocated a named GP. However, if a patient requests a different named GP, reasonable effort will be made to accommodate their preference.

DO PATIENTS HAVE TO SEE THEIR NAMED GP WHEN THEY BOOK AN APPOINTMENT?

No. Patients can, and should, feel free to choose to see any GP or nurse in the practice in line with current arrangements. If their preferred choice of GP or nurse is not available, an alternative will be offered. As all patients have an electronic medical record this ensures that all clinicians in the Practice have access to the most accurate and up to date information.

CARERSPlease let us know if you are a carer or cared for. We do try to give additional support to carers and our nominated practice lead is Miss Alison Thomas. We try to inform you about local services and facilities and include you on our annual influenza priority lists.

EXTENDED OPENINGThis surgery now offers late evening and early morning additional sessions for pre-booked routine appointments. To book any of these appointments by telephone, call the surgery.The sessions are held at the following times:Tuesday Gervis Road Surgery 7.00 - 8.00amThursday St Leonard's Road Surgery 6.30 - 8.00pmHome visits and urgent health problems will continue to be dealt with by the out-of-hours service now accessed by NHS 111.


ImportantNHS 111 is a new service that’s been introduced to make it easier for you to access local NHS healthcare services including out of hours. You should call 111 when you need medical help fast but it’s not a 999 emergency. NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.For serious life threatening emergencies you should still dial 999.* An emergency is a critical or life-threatening situation and includes things like: chest pain or suspected heart attack, head injury, severe blood loss, severe breathing difficulties, loss of consciousness, deep wounds and suspected broken bones.For more information visit www.thepantonpractice.co.uk

APPOINTMENTS AND ACCESSOur routine consultations are available between the hours of 8.30am to 10.00am and from 3.00pm to 5.00pm from Monday to Friday for both doctors and our practice nurses noting that not all doctors are full time and doctors may vary their working day. See our routine schedule of doctor’s surgeries. These appointments are pre-bookable up to five weeks in advance. Nurse appointments are available to book throughout the day and up to a month in advance.For urgent on-the-day matters we operate a 'Sit and Wait' Clinic at both surgeries from 10.30am to 11.30am. Patients will be seen sequentially and may arrive and book in from 10.00am but clinics do not start until 10.30am. Outside of this daily 'Urgent Walk-in' Clinic any very urgent, none routine matters may be dealt with via the duty doctor who is available from 8.00am until 6.30pm Monday to Friday. Please call our main surgery number - 01202 411700. We also provide some limited telephone consultations for patients. These calls could be anytime between 8.00am and 7.00pm. In the event that the telephone advice slots are taken for a particular doctor on the day you may choose another doctor who is working that day and has available slots. For non-urgent routine appointments, please give us as much notice as possible due to the level of demand. Where possible, we will aim to provide your non-urgent routine appointment with your GP of choice however noting not all GP’s work full time and we operate over two sites with the same doctors and staff. All doctors and nurses meet weekly to discuss patient care and to ensure a uniform and coherent approach.Please note we will text you, with your consent, when your appointment has been made, and again with a reminder the day before your appointment is due, giving you the opportunity to keep or cancel your appointment.If you are unable to make your appointment please let us know either by telephone, text or cancel online as soon as possible. Please help us to use our clinical time effectively. We have, on average over 30 non-urgent routine appointments lost each week as patients either forget or do not inform us in time. This is around two whole sessions of doctor time each week, sometimes more.


HOME VISITSPatients should attend the surgery whenever possible. For patients who are unable to attend due to severe, acute illness or prolonged debilitating problems, requests for a home visit should be made whenever possible before 11.00am. Please telephone the surgery before 11.00am and speak to one of the reception team. Please provide details of name, address, telephone number and the reason for the visit. This will help the doctors to arrange their calls in order of priority. Visits requested after 11.00am should be for emergencies only and will normally be done by the duty doctor for the day.

OUT-OF-HOURS EMERGENCIESTelephone Bournemouth 01202 411700. If the surgery is closed you will hear a recorded message giving you a number of choices. Numbers given will be repeated for your convenience. You will then need to redial to either of the following services: for out of hours assistance dial NHS 111 and for true life threatening emergencies dial 999. Please note NHS '111' replaces both NHS Direct and previous out of hours contact numbers.You will be asked by the receptionist for the name of the doctor you are calling, your name, address and telephone number and a brief description of your problem. Your call will be recorded. Please remember that the duty doctor will normally be providing his usual service the next day. Your discretion in using the Out-of-Hours service for problems that cannot wait until the morning is therefore much appreciated. In the case of an accident which you think may require immediate hospital treatment, the nearest casualty departments are at the Royal Bournemouth Hospital, telephone 01202 303626, and Poole General Hospital, telephone 01202 665511.For general medical enquiries or health advice call NHS 111 or log on to www.patient.co.uk or NHS 111 at www.nhs.uk/111A weekend walk-in service is provided at the Boscombe and Springbourne Health Centre, Palmerston Road, Boscombe. From 8.00am - 8.00pm Saturday and Sunday only. Appointments are allocated on arrival.

REQUESTS FOR TELEPHONE CONSULTATION WITH A NAMED DOCTOR

If you wish to speak to a named doctor urgently you may telephone the surgery any time during normal opening hours and request a telephone advice appointment for that day. Reception staff will add your details to the duty doctor list. Please allow the receptionist to check your telephone number so that the doctor can ring you back. In addition, we do need to maintain accurate contact details for our patients. As this is for advice only you will receive a call from a doctor between 8.00am and 7.00pm. Please make sure you are near the telephone and are able to take the call as the doctor may only call once. We also provide routine telephone calls for patients that feel that the reason for contacting the doctor can be dealt with via the telephone rather than a face to face consultation. Please telephone reception to book these.


RESULTSPlease note we do not, as a matter of routine, notify patients of all negative reports. The doctor will contact you if your results need further discussion, however if you wish to check for results of blood tests, x-rays, etc please do so between 11.00am and 3.00pm. Please leave five working days before calling, noting that certain tests may take considerably longer. Receptionists can only give information about a result on the instruction of a doctor. If you feel the need to discuss any result with a GP please request a telephone consultation with the GP who ordered the test.

PRESCRIPTIONSThe left-hand side of the sheet contains the prescription which should be given to the chemist / pharmacist. The right-hand side of the sheet which may be torn off at the perforated strip, contains details of any repeat medications you have and may also contain useful patient information or reminders e.g. flu or travel clinics. Please read this carefully and ensure that the details are correct. Repeat Prescription RequestsFor patients on regular medication, there are now several ways that your repeat prescription request can be processed. -The first way of requesting your prescription is by using the repeat request sheet on the right hand side of the prescription. The items that you require should be ticked on the sheet. Please leave this at reception or, alternatively, post your request. If you would like your prescription returned by post, please enclose a stamped, addressed envelope. -The second way of requesting your prescription is via ‘Online Access’, once you have registered for ‘Online Access’ you can order your repeat prescription electronically by logging in and ticking the items that you require.Alternatively you can order via our website using the electronic form available on the following link. http://www.thepantonpractice.co.uk/pages/prescriptionsPlease allow two full working days for your prescription to be processed (allowing for weekends and Bank Holidays). In general however, your prescription should be available for collection after 3.00pm at the end of the two full working days. We will endeavour to contact you should there be any delay. Also please note that due to the requirement for regular medication reviews involving a doctor, your GP will need to review your medication periodically, this could mean that your prescription is delayed slightly and may occasionally take longer than our two working day target. Your co-operation is appreciated. Repeat prescription requests cannot be taken over the telephone unless you are housebound and have made special arrangements for this. Please carry the repeat sheet with you when you attend the surgery or hospital. If you have a question related to the administration of your repeat prescription or are housebound, you may call the prescribing team, on 01202 411701.Electronic Prescribing - Nominating a pharmacyWhen your prescription is processed it is now possible for us to send it electronically to a nominated pharmacy. This means it does not need to be physically collected, it will automatically be available from your pharmacy once it has been processed by the GP.


When you have registered with your chosen pharmacy you need to let us know so that we can enter the details on your records, then every time you order a repeat prescription it will be sent electronically via EPS to your nominated pharmacy. Please see the patient information leaflet on the following link for further details on Electronic Prescribing (EPS). http://systems.hscic.gov.uk/eps/library/patientfact.pdf

Patient Online AccessAll patients (over 18 with a separate email address) can register with TPP SystemOne online services to be given access electronically to certain functions. These currently are

• APPOINTMENTS: This practice currently offers patients’ facilities to book, view, amend, cancel and print appointments online.

• PRESCRIPTIONS: This practice currently offers the facility for all patients to order online, view and print a list of their repeat prescriptions or medicines and appliances.

Since March 2015 patients who are registered for these services have also been able to view certain elements of their clinical record held at the surgery online.

PLAN: We are drafting a plan to publicise and promote our developing online services to our practice patients through the practice website, practice waiting room leaflets, posters and the Patient Participation Group, subject to conditions mentioned in each section below.

• ACCESS TO MEDICAL RECORDS AND DETAILED CODED INFORMATION: This practice plans to offer patients facilities to view on line information from their record, relating to medications, allergies, adverse reactions and coded information, please register for systmonline and request your detailed coded records.

• GP2GP: This practice uses GP2GP to transfer patient records when patients move practice from March 2015.

• SUMMARY CARE RECORD: This practice uploads information daily to the Summary Care Record (SCR) system (for those patients who have not opted out) from March 2015.

CONFIDENTIALITYEveryone working in the NHS has a legal duty to keep information about you confidential. Sometimes the law requires us to pass on information - for example, to notify a birth.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.

To advertise your business to our patients on low cost, easy payment terms call 0800 0234 196.

Advertising Feature

Let the taxi take the strain!You know the feeling - you have been ‘a bit under the weather’ for some time, and have finally got around to making an appointment to see the Doctor. Do you really feel well enough to drive to the surgery? Of course it is vital to arrive in plenty of time for your appointment, and not to arrive stressed as that could mask other symptoms. So why not call a local taxi company? They will take you door to door, get you there on time, and no worries about parking the car either!! Many older or disabled patients regularly use their local taxi firm for all kinds of trips. They appreciate the convenience and relatively low cost. Mums find a taxi has many advantages for transporting all the paraphernalia associated with keeping an appointment, at a fixed time, and having to take a baby and/or a young child with them. Of course, your local taxi firm is just as valuable when the car has broken down or even going out for a meal or other social occasion: going by taxi means you can enjoy the evening without worries. Or that holiday with an early flight and all that luggage? No problem! Door to door - at your convenience - and no parking charges at the airport. On all such occasions, you need reliability, and that i s where the local taxi firm with a good reputation comes in. Once you have found a good reliable firm you will use them again on a variety of occasions.

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The main reasons for which your information may be needed are: • giving you healthcare and treatment • looking after the health of the general public, for example routine screening procedure such as cytology or cancer screening • managing and planning the NHS. For example: - making sure that our services can meet patient needs in the future - paying your doctor, nurse, dentist, or other staff, and the hospital which treats you for the care they provide - preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified) - investigating complaints or legal claims - helping staff to review the care they provide to make sure it is of the highest standard - training and educating staff (but you can choose whether or not to be involved personally) • research approved by the Local Research Ethics Committee. (If anything to do with the research would involve you personally, you will be contacted to see if you are willing.) You have a right of access to your health records. If you wish to view your medical records please contact the Admin team who will be pleased to send you a copy of the procedure which usually involves a charge for administration. If you subsequently require copies of notes these will be chargeable, currently 50p per sheet to a maximum of £50. If at any time you would like to know more about how we use your information, you can speak to the person in charge of your care or our practice manager. A full policy document is also available on request.

FREEDOM OF INFORMATION ACT 2000This practice has signed up to the Freedom of Information Act. This Act requires us to provide a Publication Scheme detailing information and publications which are made available to the public to provide openness about how public services are organised, how much they cost and how decisions are made.

PATIENT COMMUNICATIONWe aim to try to keep our patients informed about developments and current issues and provide opportunities for feedback through the following mediums:• Practice booklet• Waiting room notices and themed displays• Leaflets, brochures and informative publications• Direct letters to patients concerning reviews or immunisation programmes• Text messages and emails to patients concerning reviews, reminders, immunisation programmes and other relevant patient information• Patient surveys and questionnaires


We do appreciate if you are able to respond promptly to direct letters. This assists us in planning the delivery of services to our patients.If you have a constructive comment, suggestion or idea please write to the practice manager or complete a 'comments & suggestions' form, available in the practice.

PATIENT PARTICIPATION GROUPWe have an established Patient Participation Executive Committee composed of registered patients. This group meets every two months to discuss issues facing the practice or of concern to patients; assist in fundraising for medical equipment for the benefit of all patients and liaison with external agencies on behalf of the Practice and patients. An annual report on the activities of the Patient Group is published on our website. If any patients are interested in joining the Executive please contact either Jenny Furber (Chair) by email [email protected] or by calling Jo Legrave (Practice Manager) on 01202 411700.

ORGANISATIONMrs Jo Legrave is the practice manager for the practice and has overall responsibility for running the business. She is assisted by Mrs Jill Franklin who has specific responsibility for finance.

RECEPTIONISTS AND SECRETARIESOur reception staff are here to help you with appointments and general enquiries.In addition we have a small team who are dedicated to repeat prescribing. Please ask to be put through to this team if you have questions about your repeat prescription. We also have a full-time medical secretary covering the whole of the working week.

PRACTICE NURSESWe have a team of experienced practice nurses led by Lynne Birch. They are available each day by appointment. Appointments can be made for immunisations, removal of stitches, wounds/leg ulcer dressings, ear syringing etc. The nurses are also available for a wide range of advice on any personal health matters including acute illness, contraception and management of minor and major illness. They are often available at short notice and can help you decide whether or not you need to see the doctor.Please note we do NOT routinely undertake blood tests within the surgery except for specific diabetic patients and those urgently referred by a GP. Patients can choose to attend either the Royal Bournemouth and Christchurch Hospitals or Poole General who operate clinics as follows: Bournemouth 8.00am - 4.30pm Monday to Friday Christchurch Hospital 9.00am - 3.30pm Monday to Friday Poole Hospital Call for an appointment on 01202 448087In addition, Shelley Road operate a ’by appointment’ clinic with whom we have allocated slots. Please speak to reception if you wish to use this service. Please note: appointments are NOT valid without a TEST REQUEST from your GP.


COMMUNITY NURSESGraham Durnford and his team of experienced community nurses are attached to the practice but resident at Kings Park Hospital. They provide nursing care for patients who are housebound as well as patients recovering from recent operations. They work closely in conjunction with the rest of the practice team. Requests for attendance can be made through the surgery who will then consult with the nursing sister to request visiting and assessment of each case. There are some services that the District Nurses do not provide, however ‘Help & Care’ is a voluntary service which gives patients access to a wide variety of services. They can be contacted on 0300 111 3303.

HEALTH VISITORThe health visiting team is based at our St Leonard’s Road Surgery and can be contacted on (01202) 517443. Annie Humphries and the rest of the health visiting team are available for advice on health care, especially for expectant mothers and small children. The health visitor will advise on smoking, diet, alcohol intake and a wide range of other health care issues, including safety in the home and stress management. They are also able to advise on a wide range of support services including self-help groups. A ’well baby’ clinic and child health development and surveillance clinics are held at appointed times within the practice and at local children’s centres.

SALARIED DOCTORSSalaried doctors are experienced practitioners who work in the practice on a sessional basis. Our salaried doctors are Dr Ute McCrudden and Dr Jennifer Hatton.

TEACHING PRACTICEThe practice has been a teaching practice since 1980. In order to become a partner in general practice, specialised vocational training is necessary, lasting a minimum of three years from qualifying. Prior to being appointed as a general practice principal it is necessary to work for 12 months in an approved training practice. Many of our patients will fondly remember, and be grateful for, the services of the young doctors with whom we have had the privilege of working with over this time. Sometimes a consultation will entail having two doctors present and, on occasions, consultations may be recorded on video tape. Your permission is always requested beforehand and no offence will be taken should you prefer not to participate. During their final year, senior medical students are sometimes attached to the practice to gain experience of medicine outside the hospital setting. They will participate in consultations only with the patient’s consent.

CLINICS/HEALTH PROMOTION CLINICSAt present the following clinics are held in the surgery: postnatal, immunisation, child health development, hypertension, diabetic, asthma and COPD.


TRAVEL VACCINATION SERVICEAs an approved Yellow Fever Centre we are delighted to be able to offer vaccination against yellow fever to registered patients. In addition we are able to offer a complete travel vaccination service to our registered patients. In all cases please either see our website www.thepantonpractice.co.uk for the relevant forms which need to be completed and given to the practice nurse who following assessment will contact you directly with an appropriate appointment as required. Please note, we require a minimum of eight weeks notice prior to the date of travel.

MATERNITY MEDICAL SERVICESMidwives no longer consult from St Leonard’s Road or Gervis Road. Once your pregnancy is confirmed, please call the Bournemouth Maternity Referral line on 01202 704915 between 9.00am and 1.00pm. Outside of these hours you can leave a message. An assigned midwife with contact you to arrange a booking appointment. If you need any urgent medical advice you should consult your GP.Drs McKenna, King, Marshall, McCrudden and Hatton are happy to carry out your postnatal care at six weeks.

CHILD HEALTH SURVEILLANCEDrs Marshall, King and McKenna provide child health surveillance services. If you require these services please make an appointment.

CONTRACEPTION SERVICESAll partners have been specially trained in the provision of contraception services and hold the family planning certificate. The practice provides a full range of contraceptive methods (pill, mini pill, diaphragm/cap, IUD (coil), implanon (Implant), depot injection and natural family planning). A female doctor can be available to carry out well woman checks and breast checks. For cervical smears please book a double appointment with any of our practice nurses.Confidential services are available for the under 16s as well as emergency contraception (the ‘morning after’ pill). Arrangements can be made for pregnancy testing. Advice is available on all aspects of contraception and sexual health.

MINOR SURGERY SERVICESMinor surgery is carried out on the premises by the doctors of the practice. Dr Robert Graham is our Minor Surgery Lead. Following a consultation with your doctor your name will if appropriate be added to the minor surgery waiting list and you will be contacted by the audit team to arrange an appointment.If you have an enquiry regarding your Minor Surgery Appointment call Ellen on 01202 411704.

NON-NHS FEESPlease refer to our website for a list of current fees.


CHANGE OF PERSONAL DETAILSIt is VERY IMPORTANT that we have your correct contact details AND even more important that we have your Next of Kin details.If you change your name, address, home telephone number, mobile number or email address, please let us know as soon as possible. And if you don't think you have told us your Next of Kin, please do so as soon as possible. If it is your name or address that has changed you will need to come into the surgery with proof of your new name or address.If you wish to let us know your telephone number, email address or the details of your Next of kin you can either complete this document 'Patient Information Update' and return it to us, or phone the surgery on 01202 411700. It is important that our records are up to date so that we can communicate with you whenever necessary. If you are waiting for an appointment to be sent from the hospital, please also notify the hospital of your new address / contact details. If your new address is outside the practice area you will be asked to transfer to another doctor's surgery in your local area. Advice on which surgeries are close to your new address can be obtained by telephoning 01726 627661 or by looking at the NHS Choices website www.nhs.uk

NON NHS MEDICAL CERTIFICATES, REPORTS AND FORMSA number of services are non NHS and are therefore chargeable. Your doctor will inform you at the time of request whether a fee is payable. Examples would be certificates for holiday cancellation forms, private references, medical reports or 'to whom it may concern' letters. Please enquire at reception for the scales of charges or call Lucy Ward on 01202 411702 for further advice. Payment is always required in advance for any non-NHS services.Please note all patients are able to self certificate for up to seven days. Any medical certificate issued by a GP is a legal document. They may not be post-dated or issued in advance however they may be backdated, for example to provide continuous cover over a weekend.

MEDICAL REFERRALS AND INVESTIGATIONSOften as a result of your consultation with the doctor you may be asked to have further investigations such as blood tests or x-rays or be referred for a specialist opinion. You will usually be advised on how long it takes for the results to come back to the doctor. It is obviously important that you have the opportunity of discussing the result with the doctor. Significant results will normally be followed up from the practice but you may telephone the surgery after the appropriate time interval, if you wish to do so. Please ring for results between 11.00am - 3.00pm.

PHARMACIESThe reception staff are happy to advise you of the locally available dispensing chemist as well as those providing evening facilities.Some chemists also offer a delivery service for housebound patients.

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HEAD & WHEBLEFUNERAL DIRECTORS & MONUMENTAL MASONS

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With dignity and respectHEAD and Wheble Funeral Directors, a family-run firm established over 80 years ago, offers a professional and compassionate service to clients throughout Bournemouth and the surrounding area.“We are there to help our clients through one of the most trying times in anyone’s life: the loss of a loved one,” explained Simon Head, who works alongside his wife Catherine.“Our quiet, efficient and caring service is available 24 hours a day, 365 days a year to help families deal with an unfamiliar situation.”It’s a service offered for every size and type of funeral. “We have experience with everything from traditional horse-drawn funerals to the more contemporary woodland or eco-friendly burials,” said Simon. “We have even used a motorcycle hearse in the past!”One of the major benefits of Head and Wheble being an independent firm is a high standard of personal service and attention to detail. “I’m the funeral director here, with Catherine behind reception, so clients get to see me every step of the way,” said Simon, who takes care of as much or as little of the arrangements as required. “We can help with every aspect of a burial if necessary, including catering, tributes and our own in-house monumental masonry service.“We understand that it is a difficult and trying time in our clients’ lives, so everything we do is with the dignity and respect their loved one deserves.”For more information, please call Head and Wheble Funeral Directors on (01202) 551190, or click onto www.headandwhelble.co.uk.


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CAR PARKINGA very limited number of car parking spaces are available at the surgery. If you are able to walk to the surgery this does ease congestion during surgery hours. The receptionists are able to order taxis for you at the cost of a local call. At Gervis Road, patients are requested not to block access to the rear of the building which is not only a right of way to the house at the rear but, crucially, MUST be kept open to allow doctors to answer emergency calls without delay.

ACCESS TO THE SURGERYOur premises are suitable for wheelchair access. Please ask the staff for assistance if you are disabled. Similarly, if you have visual or hearing difficulties please let the reception staff know so that appropriate arrangements can be made for your comfort. Within the limitations of the current buildings we have made as many reasonable modifications as practicable to meet the requirements of the Disability Discrimination Act.

SOCIAL SERVICESThe nearest Social Services department is at the Town Hall, St Stephens Road, Bournemouth BH2 6DY (telephone number 01202 458000). The department will be happy to help and advise on problems relating to housing, finance and caring for the young, elderly or handicapped.

PRACTICE HISTORYThe surgery moved to its present site at 14 Gervis Road in 1976 and was extensively redeveloped in 1992. Some patients will remember the previous surgery at Derby Road and some will even remember the surgery in Pine Grange. The practice has steadily expanded from two partners looking after 2500 patients to the present six partners looking after over 13,000 patients and over 1000 holiday and temporary visitors. We are currently planning the development of a brand new purpose-built surgery and progress on this will be updated via the newsletter and notice board.

NEW PATIENTS REGISTRATIONIt is a requirement that all patients wishing to join the practice complete both an NHS registration form and a new patient health questionnaire before being registered. You will also need to take your blood pressure using our automated machine in reception before passing the printed result sheet (adding your name and date of birth on the back) to the reception desk. If you are asked to provide a urine sample for testing, please place your labelled specimen in the special box in the foyer.We can accept registration papers at both sites but advise patients to avoid coming between 10.00am and 12.30pm as this is a very busy time.The specimen of urine required as part of the registration process needs to be delivered to the surgery between 8.00 - 11.30am Monday to Friday.In addition you may wish to opt for a consultation with a healthcare professional. Appointments can be made through reception but please note you will need to have completed the questionnaire, forms and be registered on our system before seeing the nurse.


Although you will register with the practice as a whole, you will be given an allocated doctor. You will have the right to express a preference to receive services from a particular GP however please note that some services are not provided by all doctors and that in some cases, due to demand for a particular GP or other reasonable grounds, you may not always be able to see your preferred GP. For example, please remember we operate two surgeries with the same doctors and that not all doctors work full time.

It is practice policy that where a child is registered at the practice at least one parent is present at the child’s registration and also registers with the practice.

HOW TO HELP YOUR SURGERYHere are a few practical things on a range of issues to help us to help you:

• If you are asked to provide a specimen at any time please ensure you leave your FULL NAME and date of birth for clear identification with the specimen before 12 noon.

• The lead nurse will also take telephone consultations. This is particularly helpful for initial travel consultations. Ask at reception.

• Ears - we recommend using oil for 10 days without cotton wool prior to your appointment for ear syringing.

• Influenza immunisation appointments will be available during the month of October each year - put a note in your calendar.

• We do need up-to-date telephone contact details including a mobile number if you have one.

• Please, when waiting in reception, take a look at the patient information display that provides further information on the services available at this practice.

• We do produce a newsletter to keep you up to date on news and current issues. Please feel free to take a copy.

COMMENTS/DIFFICULTIESIf you have any comments or have experienced any problems with the service we provide, please discuss these first with your GP or the practice manager. We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible to enable us to establish the course of events more easily. Written complaints should be addressed to Mrs Jo Legrave or any of the doctors. We hope to provide, within NHS limitations, a high standard of medical care.

Feedback from the consumer is obviously very helpful in maintaining and improving our care and we are always very grateful for this.


A GUIDE TO YOUR CHILD’S HEALTH CHECKS AND IMMUNISATION

Each vaccination is given as a single injection into themuscle of the thigh or upper arm.

At what age to immunise Disease protected against and Vaccine given

0-8 weeks Home visits by health visiting team

6-8 weeks Full check-up by the GP before the first immunisations

2 months (1st imms) 1st Diphtheria, tetanus, pertussis (whooping cough), polio and Hib, 1st Pneumococcal, 1st Rotavirus, 1st Meningitis B (from 1st September 2015)

3 months (2nd imms) 2nd Diphtheria, tetanus, pertussis (whooping cough), polio and Hib, 1st Meningococcal C and 2nd Rotavirus

4 months (3rd imms) 3rd Diphtheria, tetanus, pertussis (whooping cough), polio and Hib, 2nd Pneumococcal, 2nd Meningitis B

Between 12 and 13 months 3rd Pneumococcal, 3rd Meningitis B, Hib/Meningitis C and 1st MMR

2, 3 and 4 years old Influenza (nasal spray vaccine)

3 years 4 months or soon Diphtheria, tetanus, pertussis and polio booster and MMR booster after (pre-school)

Girls aged 12-13 years Cervical Cancer – HPV vaccine

Around 14 years Tetanus, diphtheria and polio booster and Meningitis C and Meningococcal group W disease (and also check MMR status)

18 years prior to university Meningitis C booster and MMR if only had MR as a child

From 20 weeks of Pregnancy Pertussis (whooping cough) booster

If you have any doubts about any of the immunisations, please speak to the health visitor, practice nurse or your doctor. Many potentially fatal childhood diseases have been virtually eradicated in the UK due to the availability of vaccination.


The childhood vaccinations are now given in rapid succession at two, three and four months to protect small babies from whooping cough and haemophilus (HIB) infections. It is very important that your child has these vaccinations. There are only a few reasons for not vaccinating your child. If you are concerned that your child should not have a vaccination on a particular day, perhaps because he or she is unwell, please bring them to the surgery so that the doctor can assess whether or not to do the vaccination. It is important to always bring the PCHR (red book) with you to all appointments. A tetanus immunisation provides lifetime cover unless you are prone to tetanus or at risk due to injury, eg dog bite.

HIB (Haemophilus Influenzae Type B)This infection can cause:- a type of meningitis - a severe form of croup (epiglottitis) - blood poisoning (septicaemia)- joint and bone infections - pneumonia Each year about 1300 children in the UK are infected by HIB and over half of these children develop HIB meningitis. HIB immunisation is now offered to all babies and children. We strongly recommend that all children receive this immunisation.

PATIENT CHARTER RIGHTS AND RESPONSIBILITIESALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.

Surgery PremisesOur surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled, within the limitations of the space available.

Patients’ Rights To General Medical ServicesPatients have the right to:• be registered with the practice if resident within the agreed practice area• express a wish to be seen by a particular doctor• receive emergency care at any time from the practice• receive appropriate drugs and medicines• be referred for specialist or second opinion if they and the GP agrees• view their medical records, subject to the relevant Acts, and to know that those working for the NHS are under a legal obligation to keep the contents confidential.

Accessing Medical RecordsThe practice will assist any patient wishing to have access to their own medical record, subject to the relevant Acts. A fee will be payable.The patient’s doctor will be available by appointment to explain medical terminology within the legal timescales.


Comments, Suggestions And ComplaintsThe practice manager is responsible for handling comments, suggestions and complaints about any service provided by the practice.All constructive comments and suggestions will be considered by the practice.All complaints will be recorded and written complaints will be acknowledged within the current guidelines. Where a complaint is made about a doctor, the patient will be able to discuss this with another doctor in the practice, if preferred.Changes To ProceduresWhen changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of this booklet, waiting room notice board, individual leaflets or via the practice website as appropriate.Repeat PrescriptionsThe procedure for obtaining repeat prescriptions is outlined earlier in this booklet. Prescriptions will be available from the reception desk. 48 hours’ notice (two working days) is required for a repeat prescription. ReferralsReferrals to other health and social care agencies will be dealt with on a priority basis. All referrals will have been processed within five working days of the patient consultation or the doctor’s decision to refer.Practice Equipment FundThe Panton Practice maintains an “Equipment Fund” for donations, for which we are most grateful. The fund is used to help purchase expensive new equipment to improve the service we can offer to our patients.Transfer Of Medical RecordsThe practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and on the same day if the request is urgent.Privacy And ConfidentialityWe will respect our patients’ privacy and confidentiality at all times.AppointmentsWith A DoctorWe offer a combination of routine, telephone and urgent appointments as required. For urgent matters needing to be seen on the same day, we operate a sit and wait service at both surgeries in the morning from 10.30 to 11.30am (see Appointments Section for more information). Patients may also request a telephone advice only call from a doctor, either in the morning or the afternoon. The reception staff will not be able to say an exact time. If all the advice slots are full on any one day you may opt for another doctor or book for another day.With A Practice Nurse For routine appointments we will endeavour to offer an appointment within five working days.Home VisitsThe practice policy for home visits is shown earlier in this booklet.


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PATIENTS’ RESPONSIBILITIESIn return for the standards of care and treatment offered by the practice, we hope and expect our patients to observe the following:

• To treat our staff with courtesy at all times.

• To attend appointments on time or give thepractice adequate notice that they wish to cancel.Someone else could use your appointment!

• An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.

• Routine appointments are for 12 minutes only. If you have more than one problem

please make this clear to reception as it may be possible to book a double appointment.

• You are requested to inform reception in advance if you cannot attend for your appointment.

• You are asked to keep the surgery informed as your contact details change.

• Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.

• When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.

• Out-of-hours calls (eg evenings, nights and weekends) should only be requested if they are felt to be truly necessary.

DEALING WITH VIOLENCE AND REMOVAL OF PATIENTSWe aim to provide the best possible health care for our 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 for 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.

Please note however that as well as protecting our patients we have a duty to protect our staff and doctors and we expect patients, doctors and staff to treat each other in a mutually respectful manner at all times

Situations which justify removal, and may be immediate depending on the circumstances and involve the police, will include:


ViolenceWhen a patient:Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises. Causes physical damage to practice premises or other patients’ property. Gives verbal abuse or makes threats towards the doctor, practice staff or other patients. Gives racist abuse, orally or physically. Is violent or uses or condones threatening behaviour to doctors (or other members of the primary health care team) while visiting the patient’s home. Such behaviour may involve the patient, a relative, a household member or pets (such as unchained dogs). We will call the police if a patient is violent or threatening towards any of our staff, doctors or patients.

Crime And DeceptionWhere a patient:Fraudulently obtains drugs for non-medical reasons. Deliberately lies to the doctor or other member of the primary health care team (eg by giving a false name or false medical history) in order to obtain a service or benefit by deception. Attempts to use the doctor to conceal or aid any criminal activity. Steals from practice premises.

Distance Where a patient has moved out of the designated practice area and has failed to register with another GP. We do ask you inform us if you move. If you move out of our practice area it is our policy that you will be asked to find a new surgery in your new local area. We will consider appeals at the GP weekly meeting in exceptional circumstances where the Partnership decision is final.

Embarkation Where a patient has moved abroad for a period of three months or more.

Irretrievable Breakdown Of The Doctor/Patient Relationship Where a patient’s behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor/patient relationship.The procedure for removal will normally involve discussion by the doctors and written communication via the practice manager.The full policy is available on request.

OUT-OF-HOURS EMERGENCIESWe will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.


WAITING TIMESSurgeries will normally start on time and we will endeavour to enable patients to be seen within 30 minutes of their appointment time; in the event of a delay we will offer an explanation via the reception team.When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment or, if preferred, to be seen by another doctor.Due to the nature of Primary Care the doctors will sometimes be presented by patients with unforeseen and difficult problems. They will not run late by choice but at times this may be unavoidable for which we apologise in advance.

SELF TREATMENT OF COMMON ILLNESSESBack PainBack pain causes 13 million lost working days in Britain each year. Usually too much or inappropriate lifting or gardening is the cause. Be sensible, take things easy, prevention is better than cure. Rest and painkillers will relieve most cases within a few days. Your doctor will not mind if you approach a qualified physiotherapist, chiropractor or osteopath directly.

Burns And ScaldsApply large quantities of cold water to the burn as soon as possible and maintain this for several minutes. A loose dressing is suitable for unbroken or mildly blistered skin. Larger burns and burns in children should be seen by a nurse or doctor.

Coughs, Colds And Sore ThroatsNo magic cure has been found for these common ailments. Viruses cannot be treated with antibiotics. Aspirin or paracetamol, soothing drinks and other remedies help relieve the symptoms until they pass naturally in a few days or so.

Diarrhoea And VomitingAgain this is normally caused by a virus. Even holiday diarrhoea can be treated with small amounts of clear fluids, not milk, taken frequently to rest the stomach and prevent dehydration. In children, mixtures of glucose and salts (Rehidrat/ Dioralyte) can be used. If the patient appears very ill, or in babies who can become dehydrated more quickly, consult the doctor if symptoms persist.

EaracheUsually earache accompanies coughs and colds. Paracetamol will relieve the pain. If symptoms persist, and especially in children, consult the doctor at the next surgery session.

Head LiceVery common in children, head lice prefer clean hair and are not a sign of poor hygiene. Lotions are available from the chemist for all the family.


ThreadwormsAll children will get these at some stage. An itching bottom, especially at night, is the most common complaint. Threadworms resemble small pieces of white cotton. Your chemist can advise you about treatment, again for all of the family.

Head Injuries/ConcussionMost bumps on the head cause no damage. A slight headache can be helped with paracetamol. If the patient is knocked out for more than a few seconds, consult your doctor. He may advise that the patient is taken to hospital if a more serious injury is suspected even though the patient can at first appear well.

SpotsMost childhood spotty illnesses are minor and often cause little upset. Measles is more serious, but is rare now that all children are immunised. Your doctor will not mind you attending the surgery with a spotty child to confirm diagnosis. All of these illnesses are contagious before the spots appear.

Insect Bites/StingsAntihistamine tablets from the chemist relieve itches as can calamine lotion. Antihistamine creams are not recommended.

NosebleedsPinch the nose between thumb and forefinger gently for five to ten minutes below the nasal bone. Persistent bleeding or a clot of blood down the throat may need further medical intervention. If heavy bleeding continues for more than 20 minutes you should go to A & E.

SprainsR.I.C.E. - Rest, ice, compression, elevation. A cold compress with ice (a bag of frozen peas) applied over the strain for 30 minutes reduces and prevents swelling. A crepe bandage can be used and elevation continued until all swelling subsides. Gradual resumption of movements and exercise over a few days is recommended.

SunburnTreat as other burns. Calamine lotion and paracetamol will help. Avoidance, especially in children is most important. High factor sunblock and hats etc are advisable in all but the mildest of exposure to the harmful effects of the sun.

USEFUL TELEPHONE NUMBERS (all 01202 unless specified)Local Surgery Contact Number ........................................................................ 411700

Alcoholics Anonymous ..................................................................................... 296000

Age Concern ................................................................................................... 523300

Alzheimers Society ........................................................................................... 483241

BPAS (Pregnancy Advisory Service) .................................................. 0345 730 4030

Childline ...................................................................................................... 0800 11 11

Diabetes Careline ................................................................................ 0345 123 2399

Help & Care ......................................................................................... 0300 111 3303

Drugs & Alcohol Action Team .......................................................................... 451451

Christchurch Hospital ....................................................................................... 486361

District Nurse ................................................................................................... 705636

Citizens Advice Bureau ....................................03444 111444/03444 994105/558324

Health Visitors, St Leonard’s Road ................................................................. 517443

Poole General Hospital ..................................................................................... 665511

Police (non-urgent) ................................................................................101 or 552099

Red Cross (for mobility aids) ............................................................................ 484074

Royal Bournemouth Hospital .......................................................................... 303626

Social Services - Bournemouth ........................................................................ 458000

- Christchurch .......................................................................... 474106

Silverline (someone to talk to for over 65s) ........................................... 0800 70 80 90

The Junction - Teenagers Advice Line (under 25) ............................................ 646915

The Junction (any age) ......................................................................... 0300 303 1948

The Samaritans ...............................................................................116123 or 551999

Special Clinic (Sexually Transmitted Diseases) ................................................ 704537


NOTES

S64806E - 25ZZ/DP 08.18 (ebook)

i

Queen’sPark

MeynickPark

Branch Surgery20 St Leonard’s Road

CharminterBH8 8QN

A3049

B3063

A347

A35A35

Main Surgery14 Gervis RoadBournemouth

BH1 3EG

Wessex Way Train Line

Undercliff Drive

TRAINSTATION

Dorset Clinical Commissioning Group Vespasian House, Bridport Road Dorchester, Dorset DT1 1TSTel: 01305 368900 Fax: 01305 368947Email: [email protected]

PRACTICE AREATHE BOUNDARY OF OUR CURRENT PRACTICE AREA IS SHOWN ON THE MAP BELOW

The practice would like to thank the various advertisers who have helped to produce this booklet. However, it must be pointed out that the accuracy of any statements cannot be warranted, nor any products or services advertised, be guaranteed or endorsed.

PRACTICE BOOKLETS ARE SPECIALLY PREPARED BY

Neighbourhood Direct LtdBarons Gate, Graceways, Whitehills Business Park, Blackpool, Lancs FY4 5PW Tel: 01253 608014 Fax: 01253 608015

Website: http://www.opg.co.uk Email: [email protected]

COPYRIGHT WARNING: All rights reserved. No part of this publication may be copied or reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopy, recording or otherwise without the prior written permission of the publisher.

Practice Booklets are published by Neighbourhood Direct Ltd. 01253 608014

20 St Leonard's Road, Charminster BH8 8QN

14 Gervis Road, Bournemouth BH1 3EG

THE SURGERY

Website: www.thepantonpractice.co.ukPrescription Information Service: www.nhs.uk/ips

Patient Information: www.patient.co.ukNHS Choices UK: www.nhs.uk

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