We pride being your family’s Medical Practice

2017

01934 839820

Lines open 08:00 – 18:30 Monday to Friday

For life threatening emergencies 999Out of hours 111

24 hour Health Advice 111

Surgeries

CONGRESBURY

Station RoadBS49 5DX

LANGFORD

Pudding Pie LaneBS40 5EL

ST GEORGES

Pastures AvenueBS22 7SB

YATTON

Mendip RoadBS49 4ER

WRINGTON

Broad StreetBS40 5LA

www.mendipvale.nhs.uk

About Mendip Vale Medical Practice

Mendip Vale provides NHS Primary Care medical services for approximately 26,000 patients in the North Somerset Clinical Commissioning Group (CCG) area.

Our Surgery catchment area is shown below, whilst any resident of North Somerset is welcome to register with us there may be limitations on home visits for patients outside the Surgery boundary.

Page 2Opening times

The opening times of each Surgery are as follows:

Congresbury Langford St Georges Yatton Wrington

Monday 08:30-13:30 08:00-18:30 08:00-18:30 08:00-18:30 08:30-10:00Tuesday 08:30-13:30 08:00-18:30 08:00-18:30 08:00-18:30 08:30-10:00

Wednesday 08:30-13:30 08:00-18:30 08:00-18:30 08:00-18:30 08:30-10:00Thursday 08:30-13:30 08:00-18:30 08:00-18:30 08:00-18:30 08:30-10:00

Friday 08:30-13:30 08:00-18:30 08:00-18:30 08:00-18:30 08:30-10:00

Extended hours

We offer appointments, both face to face and telephone, in the early morning, early evening and Saturdays. These are available to all of our patients and bookable via the reception team.

Tuesday mornings from 06:00 at LangfordThursday evenings from 18:30 to 20:00 at YattonSaturday mornings 08:30 to 12:30 at Langford each week, and St Georges alternate weeks.

For staff training all of the Surgeries close on the third Wednesday of the month from 14:00 – 17:00. We have a Duty Doctor available during this time for urgent medical needs.

When we are closed (Out of hours)

Out-of-hours include weekdays 18:30 – 08:00, Bank Holidays and all weekends. If you need medical help when the Surgery is closed please call 111. NHS 111 is a telephone advice line and signposting service for patients with urgent health problems, but who do not need call 999.

You can also obtain 24 hour general medical advice by accessing the NHS 111 Website www.nhs.uk/111 . Clevedon Minor Injuries Unit (MIU) is also open 08:00 – 21:00 seven days a week, they can be contacted on 01275 546852

Out-of-hours services are generally busy so please think carefully before asking to see a doctor and only do so if you genuinely cannot wait until the Surgery re-opens. In a genuine emergency you should call 999. Chest pains and / or shortness of breath constitute an emergency

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Appointments

We aim to answer Reception phones promptly and treat you courteously on the phone and at the Reception desk. When making a request to book an appointment our Reception Team will always enquire about your symptoms so they can help ensure that you are seen by the most appropriate clinician. If you need a same day appointment you will be given a choice of having a face to face appointment or a telephone call. All emergencies will be passed to the Duty Doctor for that day.

If you wish to speak to any of the staff in private please let them know and they will organise a quiet room away from the busy reception area and waiting room. If you need to cancel an appointment please call us.

Appointments are for ten minutes, which allows the Doctor to deal with one problem. If you require more than ten minutes, please ask the receptionist to make a longer consultation. The Surgery also offers telephone appointments. Some of our Clinical team work part-time, so are not in the Surgery every day.

Home visits

If you need a Doctor to visit because you are too ill to visit the Surgery, please telephone us before 11am. The Doctor or Advanced Nurse Practitioner will ring you back to discuss the problem if necessary.

Please remember that the doctor could see as many as six patients in the Surgery in the time it takes to make one home visit. For urgent appointments we may book you transport to the Surgery. This is for patients who have no means of transport themselves, or who have no access to third party arrangements such as family, friends, or community facilities.

Prescriptions

A minimum of 3 working days is required for collecting of your repeat prescriptions. You can order your medication in the following ways:

Registering for Patient Access via our web-site Using the re-order slip on the right hand side of your prescription Ordering in person at reception or your pharmacy

Following guidelines from our Clinical Commissioning Group (CCG) and to ensure we reduce the chance of costly waste of medications we prescribe repeat medications for 28 days at a time. Patients who are on long term stable Medication can opt for repeat dispensing at a Pharmacy of their choice. A 6 month batch of Medication will be sent to their Pharmacy enabling Patients to pick up their prescriptions every 28 days.

We do not accept prescription requests over the phone for safety reasons.

Page 4Test Results

For test results please allow 5 working days before contacting the Surgery and ring after 11am, however there are some results that may take longer to return. If you attended a hospital outpatient appointment, please be aware that any tests requested at this appointment, the results will be sent to your consultant in the first instance. For reasons of confidentiality unless you are under 16 years of age, you should phone for your own result.

How to register with us

We welcome new patients, and look forward to providing patients with their health care needs. You can register at any of the Surgeries by completing a form provided by reception or online at www.mendipvale.nhs.uk. We will require a completed form for every member of your household who wishes to register. Please bring photographic ID (eg Passport or driving licence) and also proof of your address. For under 16s we only require a copy of the birth certificate. You will be allocated a doctor but you will be able to see any of the doctors, at any of the practices should you so wish. It is important to notify the Surgery of any changes to your contact details.

Online Services (Patient Access)

Signing up for Patient Access will enable you to book appointments and order repeat medication online. https://patient.emisaccess.co.uk shows how you can benefit from the online services. Any of the team will be delighted to show you how it works. You can only book one appointment at a time with online access.

Rights and responsibilities

Mendip Vale Medical Practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition.

What our patients can expect: To be treated with politeness by all staff Confidentiality to be maintained at all times To be informed of any changes in service To be informed of the complaints procedure

What Staff expect:• To be treated with respect by all patients - any abusive behaviour will not be

tolerated• To be informed if patients are unable to keep their appointment• Repeat medication requests to be made in accordance with practice policy

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Training

Our commitment to the highest standards of patient care affords us the privilege of being registered as a Training Practice. Foundation Doctors/Specialist Training GPs are normally with us for 4-12 months to gain experience of working in a General Practice. All trainees are fully supervised and have access to a GP trainer at all times.

Our trainees are all fully qualified Doctors undertaking additional training. There are two types of trainees that may be attached to the Surgery; Foundation programme Doctors, referred to as F2 or Junior doctors, who are qualified Doctors who are gaining experience in a GP Practice; and GP specialist trainees, often referred to as GP Registrars who are doctors aiming to specialise as GPs.

Patient Participation Group (PPG)

We are fortunate to have a very hard working and closely involved PPG, whose members provide a route for patients to advise and inform the Practice on what matters most to patients and to help identify solutions to problems. The PPG meets regularly and is consulted on key issues affecting the Practice.

Any member of our PPG would be delighted to talk to you relating to their role.

For further information please contact the Practice on 01934 839820, or look at the website www.mendipvale.nhs.uk where full details of the PPG are given.

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Your Surgery staff

Clinical Team

There are over 20 GPs working across the surgeries, and as a training practice we also host 3 or 4 trainee GPs at any one time.

We have Clinical Pharmacists who are able to support patients with their medications and reviews.

Our Advanced Nurse Practitioners (ANPs) are highly skilled in providing safe and effective care in the practice and on home visits for those patients unable to get to the Surgery.

Working in the surgeries is a large team of Nurses, providing coil and implant fitting, chronic disease review and management alongside core nursing services. This is underpinned by a valued team of Health Care Assistants.

At the Langford Surgery we have a Dispensing Team who dispense medication and process prescription requests.

Reception Team

Each site has a Surgery Manager, who provides management support to the site and ensures the smooth operational running of services.

Chris Richardson – Langford and WringtonHelen Jones – St GeorgesSarah Voce – Yatton and Congresbury

All of the Reception team are on hand to support our patients with any general queries. They will be able to help with booking, cancelling or changing an appointment and where needed with booking home visits. To contact reception you can visit any of the Surgeries or call 01934 839820.

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Access to the Surgeries

There is wheelchair access to all the sites. A toilet for patients with physical disabilities is available at Langford, St Georges and Yatton Surgeries. Each of the Surgeries has allocated disabled parking spaces.

For further details on how to get to our surgeries please look online or ask the reception team. There are several volunteer-run Community Transport Groups in the Practice area.

Data Protection and use of your information

We ask for information about you so that you can receive the best possible care and treatment. We keep this information, including details about your care, so that your clinician has the most accurate and up to date record available.

There are times when we have to share this information with other providers, such as hospitals, social services and the Health Authority. This is done so that, for example, you can access treatment out of hours and the clinician can see your previous treatments. Should you not wish to share this please let us know and we can amend your record.

We recognise and respect your right to confidentiality. We use computers to help us in our work, and all patients information is stored with due regard to the Data Protection Act. You have the right to get a copy of the information that is held about you. This is known as a subject access request, any of our Surgery Managers will be able to help you with a request. There is more information available at: https://ico.org.uk/for-the-public/personal-information/

Improving services

We welcome feedback from our patients; please see our website for more details. If you have a complaint, please contact the Surgery Manager so that we can investigate the problem and try to improve our services, our telephone number is 01934 839820.

The North Somerset Clinical Commissioning Group Patient Advice and Liaison Service (PALS) (0117 947 4477 or 0800 073 0907) can help when you need advice, have concerns or don’t know where to turn to. You can also contact the independent consumer and patient champion for local health and social care, Healthwatch North Somerset, to ensure your voice is heard www.healthwatchnorthsomerset.co.uk Tel: 01275 851400.

If you require this leaflet in larger print or another format please contact the Surgery Manager on 01934 839820

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