carters green medical centre€¦ · oakham surgery in tividale. ... learning disability patient...

Tel: 0121 553 0385 Fax: 0121 525 9770 www.cartersgreenmedicalcentre.co.uk

Where to find us

Surgery

A41 Carters Green Island

396-400 High Street West Bromwich West Midlands B70 9LB

Carters Green Medical Centre

We are conveniently located on West Bromwich High Street within easy reach of the Town Centre. Located on Major Metro and bus routes. Major bus routes - Numbers 74, 79, 41, 44, 47 There is limited street parking outside of the Practice, more car parking space is situated nearby in Temple Street and Sandwell Road.

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Guidance for Patients

Carters Green Medical Centre

Tel : 0121 553 0385

If you require emergency help or are suffering chest pains please dial 999

Opt 1 = Appointments & Home visits

Opt 2 = Test Results

Opt 3 = All other Enquiries

Our telephone lines are open

8:00am - 6:30pm Monday to Friday

v1 January 2015

A Large Print version of this leaflet is also available - please ask at reception

Information within this leaflet is also available in other languages on our website www.cartersgreenmedicalcentre.co.uk

Welcome to Carters Green Medical Centre Our Partners Dr James Gwilt (M) BSc (Hons), MBBS, MRCP (UK), DRCOG, MRCGP

Dr Joanne Weller (F) MBChB, MRCGP, DFFP, DRCOG

Salaried GPs Dr Marcel Thé (M) MRCGP

Dr Melanie Padley (F) MBBS, BSc, MRCGP

Dr Harleen Dhillon (F) MBChB (Hons), MRCGP

Physicians Associate Ruth Berry (F) PA-R

Physicians Associates are licensed to see the full range of medical conditions that would be seen by a GP. They work under the supervision of a GP and liaise closely with all members of the team. Under current legislation they are not able to sign prescriptions and, therefore, will ask the supervising doctor to sign prescriptions on their behalf.

Opening Hours Monday 8:00am - 9:00pm Tuesday 8:00am - 6:30pm Wednesday 8:00am - 6:30pm Tuesday 8:00am - 6:30pm Friday 8:00am - 6:30pm

Extended Hours We offer appointments during extended opening hours for patients who find it difficult to attend the Practice during our normal opening times on Monday evenings from 6:30pm - 8:30pm.

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Carters Green Medica l Cent re Page 19

A Healthy Diet You are what you eat – if your diet is lacking, your body has ways of letting you know, e.g. you may be overweight or underweight or you may have a spotty complexion or constipation. Ultimately, a bad diet can lead to serious problems such as heart disease. A good diet helps to fight off disease and makes you look and feel good.

Exercise Regular physical activity will benefit your health and improve your enjoyment and quality of life, as well as helping with weight loss. Regular exercise helps reduce the risks associated with many other conditions such as high blood pressure, high cholesterol, diabetes, having a heart attack or a stroke, and osteoporosis (thinning of the bones). It also reduces stress levels, helps with depression and improves physical and mental wellbeing, as well as reducing the risk of bowel cancer. See the Doctor or nurse for further advice.

Carers’ Register A carer is a person who helps another person with everyday tasks that they could not do by themselves, or someone who provides emotional and social support. A carer can be of any age and could be a parent, son or daughter, partner, relative, friend or neighbour. A carer may provide full or part-time care or may share the responsibility of care with others.

If you care for someone in this way, please inform us so that your details can be added to our carers’ register. Remember, carers are entitled to a free flu vaccination.

Bereavement When someone dies it comes as a great shock. Sometimes a death may be expected but nothing prepares you for the emotional shock of losing someone close. The Practice can help and support you through this period. If the death was expected, contact the Practice. If the Doctor can certify the cause of death they will issue a medical certificate showing the cause of death (death certificate) and advise you about registering the death. If the death is sudden or unexpected, you should contact the following people:

The family doctor (if known) The deceased’s nearest relative The police (who will help find the people listed above if necessary)

If there is any reason to suspect that the death was not due to natural causes, do not touch or move anything in the room. The death may be referred to the coroner.

Alcohol Alcohol is a depressant which has the effect of dulling the brain and nervous system. In large quantities, on a regular basis, it can have a very serious negative effect on health. An accepted safe limit is 21 units a week for men and 14 units for women – a unit being approximately one glass of wine, half a pint of beer or a single measure of spirit. The most effective way to avoid a hangover is not to drink too much! Failing that, if you have overindulged, drinking large quantities of water before going to bed is very effective in warding off the worst effects. If you are concerned about your alcohol intake, please make an appointment to see a doctor to discuss this.

Smoking Quitting smoking substantially decreases the risk of cancer and other major diseases including coronary heart disease, and cardiovascular Disease. People who quit smoking, regardless of age live longer.

General Health Advice and Information

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Carters Green Medica l Cent re

Practice Structure Carters Green Medical Centre in West Bromwich provides the highest quality healthcare to the local community. The Practice was established well before the start of the NHS and our doctors, nurses and all our other staff are dedicated to offering a professional service. We currently have 2 partners and provide healthcare for more than 10,200 patients.

In Partnership Your Health Partnership is a GP led ‘Super Partnership’ which was established in September 2010 by Regis Medical Centre, with Rowley Village Branch Surgery, both in Rowley Regis. It was joined by Carters Green Medical Centre in June 2012, and in April 2014, by Oakham Surgery in Tividale. We are a partnership of 14 GPs who provide services for approximately 37,000 patients. YHP Mission Statement Our purpose is to deliver high quality medical care in a flexible and innovative way that provides an enhanced range of services to our patients within a structure that is able to respond to the changing political and economic circumstances of our patients and of the wider NH. YHP is part of Sandwell and West Birmingham CCG.

Practice Boundary

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Appointments The Practice runs an appointment based system. To make an appointment, telephone 0121 553 0385 (Opt 1) or come into reception and we will be happy to help. We also have a number of appointments available via the internet booking site SystmOnline, Please ask at reception to register for this service.

For routine and advance bookings, you are entitled to express a preference to see a particular doctor or nurse of your choice, when booking, please inform the Telephonist/Receptionist of this. If your case is urgent, please inform the Telephonist/Receptionist and you will be booked in with a member of the same day team, where there are no face to face appointments left and your case is urgent you can request a telephone ring back from one of the medical team who will be able to assess your case and take the appropriate action.

If you are ever unable to keep your appointment, you must let us know. Patients who regularly fail to attend appointments may be removed from the Practice list. To cancel an appointment, you can call 0121 553 0385 (Opt 1) or come into the Practice.

Length of Appointments Appointments are booked at 10-minute intervals, so it may not be possible to address more than one problem in this time. Please be prepared to make another appointment and try to talk about the main issue at the start of the consultation. An appointment is for one person only. Test Results Please telephone 0121 553 0395 (Opt 2). Test results will only be given out between 11:00am and 3:30pm.

Automated Arrivals Touch Screen To avoid waiting at reception, we offer our patients an automated touch screen check in service. Please ask at reception should you require assistance.


Dementia Clinic Monitoring and support for patients diagnosed with Dementia, by appointment with a specialist Practice Nurse, GP referral.

Learning Disability Patient Reviews Patients with learning disabilities (and their carers) are offered an annual health review with a Practice Nurse. General advice is given plus referral to specialist services if appropriate.

Treatment Room For general nursing appointments such as; removal of stitches, dressings, ear syringes, we have a treatment room open most weekdays.

Travel Assessment A comprehensive travel advice and immunisation service is offered to all patients, appointments are available with the Practice Nurse.

Flu Vaccination Influenza immunisation is recommended for patients with heart, lung and kidney disease, diabetes, residents of nursing homes and patients aged 65 years and over. Please contact reception in September for details on booking an appointment. If you are housebound, a home visit can be arranged.

Smoking Cessation We encourage all patients who smoke to try and stop, as smoking alone causes several hundred deaths every week. If you want help in quitting,

please see a doctor who can advise you on treatment and refer you to our in-house smoking cessation clinic held by our Healthcare Assistant. For further advice, you can ring the NHS Quitline on 0800 169 0169 or Sandwell Healthy Lifestyles on 0800 011 4656.

Smoking is not allowed anywhere in the Practice.

Counselling Service This service is run by a qualified counsellor who holds sessions at the Surgery Tuesday mornings and Thursday afternoons. Access to the service is by GP referral.

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Sexual Health, Family Planning & Emergency Contraception All our doctors discuss all forms of contraception and all aspects of sexual health, including method, exploring any problems and concerns with any issues including pregnancy counselling and sexual infection screening. As with every service, this is conducted in the strictest confidence and we are happy to see young people as well.

Please also remember that emergency contraception in pill form is effective up to 72 hours after intercourse. Other methods are effective up to five days after intercourse. Emergency contraception (‘morning after’ pill) is now available from many chemists.

Well Woman Clinic A Practice Nurse will undertake cervical smear tests and pill checks within this clinic, by appointment.

Blood Pressure Checks Patients with high blood pressure (hypertension) should have their blood pressure checked regularly. If you would like ablood pressure check for any reason please make an appointment at reception with our Healthcare Assistant or one of our Practice Nurses.

Diet and Lifestyle The Health Trainer holds a clinic every Monday by appointment. If you need support with your diet and lifestyle, you can be referred to this service by your doctor.

Anitcoagulant Service (INR Clinic) This clinic is on a Thursday morning and provides a monitoring service for patients on warfarin and other oral anticoagulants.

DMARD Reviews Monitoring of patients on specific Disease Modifying Drugs (DMARDS) for continuing issue of medication.

B12 Clinic Administration of B12 injections by appointment with the Healthcare Assistant.


Telephoning the Practice We have a modern telephony system that begins with a short automated message telling you which Practice you are connected to, it then explains that you should hang up and dial 999 if it is an emergency situation or you are suffering from chest pains. There are 3 options for you to ensure you are put through to the best person to assist you. Press 1 is for appointments or home visits, press 2 for blood test results (11:00am - 3:30pm only, if you ring outside of these hours you will be transferred back to the main menu), or Press 3 for any other enquiries. There are several lines, however at busy times you may be put in a queue or get an engaged tone.

Home Visits These are for housebound and severely ill patients only.

Please request all non-urgent visits before 10:30am by telephoning 0121 553 0385 (Opt 1). This allows the doctors to plan their day more effectively and enables them to see more patients. On average, a home visit takes four times as long as a consultation at the Practice. Please help us to help you – only ask for a visit when absolutely necessary. To request an urgent visit, please call 0121 553 0385 (Opt 1) and a Telephonist will take your details. The Doctor on call at that time will then be contacted.

Out of Hours Medical Care Should you need medical help when the Practice is closed, you can use the NHS 111 service. You can call 111 when you need medical help fast but it’s not a 999 emergency. The 24 hours a day, 365 days a year NHS 111 service can give you healthcare advice or direct you

to a local service that can help you best. NHS 111 is a fast and easy way to get the right help, whatever the time. Calls are free from landlines and mobile phones. If you call the Practice when we are closed you will be automatically diverted to the 111 out of hours service.

For immediate, life-threatening emergencies, continue to call 999.

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Walk-in Centres Malling Health (Tel 0121 612 3575) Parsonage Street GP Practice, Parsonage Street, West Bromwich B71 4DL

This NHS Health Centre will provide traditional doctor and nurse services as well as a walk-in service for both registered and non-registered patients. Open from 8.00 am to 8.00 pm, 365 days a year. The centre is centrally located providing easy access for local residents.

Parsonage Street Walk in Health Centre provides a walk in service for those people who have acute problems and require urgent non-emergency care.

Dudley Borough Walk-in Centre (Tel 0330 1239225) Holly Hall Clinic, Stourbridge Road, Dudley DY1 2ER

Open from 8.00 am until 8.00 pm, seven days a week and every day of the year, Dudley Borough Walk-in Centre offers NHS healthcare when you need it. There is no need to register.

You can use these services when it is convenient and remain registered with the Practice. Dudley Borough Walk-in Centre is run by Primecare, a division of Nestor Healthcare Group Plc.

Repeat Prescriptions Repeat prescriptions for regular medication will be issued at the Doctor’s discretion. These can be requested, giving at least two working days’ notice, by using one of the following methods:

in person bringing in your repeat slip and using the prescription hatch in reception,

by post sending a stamped addressed envelope for return to you, by fax to 0121 525 9770,

by email - [email protected], requesting online (enquire at reception about this) arranging for an order/collection/delivery service from your local

pharmacy.

We do not accept requests by telephone


Clinics and Special Services

Chronic Disease Management These clinics are run by the nursing team by appointment. The clinics look at all aspects of managing chronic diseases such as; Cardiovascular Disease, COPD, Chronic Kidney Disease, Asthma, Diabetes, Stroke and TIA. If you suffer from multiple chronic diseases we also offer a one-stop clinic to look at managing all of your conditions as a whole.

Minor Surgery Minor procedures, such as removal of small cysts, injections to ease painful joints etc, can be performed at the Practice, these are usually done on Tuesday mornings. Please make an appointment with the Doctor to discuss this.

Infant Immunisation Clinic This clinic is held every Tuesday morning by appointment. Infant immunisations can also be given at other times by appointment with the Practice Nurse. It is really important that your child is up to date with their immunisations.

Maternity Care Antenatal services are provided by the Community Midwives based at

Sandwell Hospital. Let us know as soon as you become pregnant and we can refer you to their services, early and regular attendance to antenatal services has been shown to improve the health of mother and baby.

Post Natal Care/Child Health Surveillance Routine development assessments are carried out at the Surgery at eight weeks by appointment generally on Tuesday mornings. We also see all our post natal mothers at this 8 week child health surveillance check. Once we receive notification of the birth of your baby and you register the baby as a patient of the Practice, we will write to you with your appointment. If you are unable to attend this appointment, please let us know as soon as possible so we can re-book.

Lung Function Testing Spirometry lung function testing by appointment with a Practice Nurse.

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Staff Training As part of our commitment to improving standards, there will be occasions when the Practice will close for staff training. A notice will be displayed and emergency cover provided during these periods. Attached Staff Home Nursing The district nursing team, provide nursing care and advice in the community, for people unable to leave their homes, available to all our patients. Please ask at Reception or you can contact them directly through the 24hr messaging service 0121 507 2664.

Substance Misuse Worker Patients dealing with substance misuse can access drug treatment through their GP, we also have a Substance Misuse Worker from IRIS who comes to the Practice on a fortnightly basis to provide additional sup-port.

Health Trainer The Health Trainer is a Healthcare Assistant who comes to the Practice each Monday to work with patients who need dietary and lifestyle support. Please ask the doctor for a referral to this service.

Patient Participation Group—PPG Our Patient Participation Group meets bi-monthly, meetings will be on a Saturday morning. In these meetings we aim to look at all the challenges facing Carters Green Medical Centre and our patients, any upcoming changes/developments or news to share with our patients, any good practices to be rewarded and any ideas/suggestions for action. If you are interested in becoming a member, speak to one of our Receptionists or just come along to one of our meetings. Meeting dates and times will be displayed in the Practice waiting area and on our website.

Remember - Your Health … Your Voice ...


Electronic Prescribing We are an EPS Practice which allows us to send your prescription electronically to your chosen pharmacy. Speak to your local pharmacy if you wish to sign up for this.

Sickness Certificates A sick note is not needed if you are off work for less than seven days (including the weekend) – this period is covered by a self-certificate form (SC2) from your employer, from reception or print from the internet. You will need to see the doctor if the absence is for longer or your employer requires a private certificate, for which a charge is payable.

Change of Address or Telephone Number If you move house or change your telephone number at any time, you must inform us of your new details as soon as possible. Please ask at reception for a form. If you move outside our Practice area, we may have to ask you to find another doctor closer to your new address.

Complaints We have an in-house complaints procedure that meets national criteria. Should you ever wish to make a complaint, please call or write to the Outlet Operations Manager or pick up a form from reception/ our website.

Confidentiality Confidentiality is essential to maintain the trust between patients and doctors. Doctors hold information about patients which is private and sensitive. Patients, therefore, have a right to expect that information about them is held in confidence by their doctors and will not be given to others without their consent. Please be assured that information we hold about you will be treated with the strictest confidence.

Practice Charter/Patient Feedback A copy of our Practice Charter is displayed in the waiting room and can also be viewed on our website. We always welcome your thoughts on the services we offer. A suggestion box is situated in the waiting area for you to ‘drop in’ your comments, or you may speak to a member of staff.

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Here are some of the ways you can help us to help you: Try to treat minor illness yourself. You can obtain help and advice from

our staff and from your local pharmacist.

Try to see the same doctor through an episode of illness rather than switching doctors but if you can’t that’s fine too.

If you do not understand our advice, please ask rather than ignore it. Read the labels on the bottle etc.

Attend the Practice, whenever possible, rather than ask for a visit. If you need a visit, please ask before 10:30am.

We often have a list of patients waiting for appointments. If you cannot attend your appointment, please let us know in plenty of time so that the appointment can be offered to someone else.

Please make an appointment for each person who needs to be seen and be prepared to see any doctor if the matter is urgent.

Please reorder regular prescriptions in plenty of time so that you do not run out. Only order the items you need during the next month so that stocks do not accumulate – and do not start the new prescription until you finish the last.

Please ask the receptionist if you would like to talk privately.

For the latest news and information please ask at reception for a copy of the practice newsletter. Alternatively, take a look at our practice website:

www.cartersgreenmedicalcentre.co.uk


Healthcare Assistants Our Healthcare assistant will help you with blood pressure checks, ECGs, dressings, B12 injections, Ear Syringing, stop smoking services. Health-care Assistants also assist the Doctor in minor surgery, examinations etc and Practice Nurses with specialist and chronic disease clinics.

Joanne Bennett - Healthcare Assistant NVQ 3

GP Registrars We are a training Practice for GP Registrars (fully qualified doctors who wish to become general practitioners). They are usually with us for a period of between 4 - 12 months, during which time, their training is closely supervised to ensure that they practice safely and competently. They will have worked recently in hospital posts or other Practices as part of their ongoing training and therefore will have specialist knowledge in certain areas of medicine. We normally have between 1 and 3 Registrars at any one time. Medical Students We are an approved teaching Practice for medical students from Birmingham University. As part of their training to become tomorrow’s doctors, they are required to sit with our doctors or nurses to observe consultations and will also interview patients. This can only be done with your informed consent, which we will ask you to complete as a consent form. If you prefer not to be seen by a medical student, please feel free to say so; it will not affect your care with our Practice. However, if you have no objection, then we are grateful for your help with training doctors of the future. Furthermore, if you are a patient with a particular disease or illness, or have a unique personal knowledge and experience of how that condition affects you (what we call ‘expert’ patients) or feel that the students would benefit from talking to you, please let us know. Finally, please be assured that all students are bound by a confidentiality agreement and will treat any patient information with the strictest confidence.

T e l: 01 21 553 03 85 Fa x : 0121 52 5 9 770

Your Healthcare Team

Receptionists/Telephonists Our receptionists/telephonists are the first contact between you and your doctor. They will always try their best to assist you with any enquiry you may have. Please be patient and help them to help you. Our Reception Supervisor is Diane Loftus, and our Telephony Supervisor is Sue Lester.

Managers Our managers will be able to help you with any non-medical or administrative aspect of your healthcare. Our Outlet Operations Manager is Emma Hart, supported by Reception Supervisor, Diane Loftus and Telephony Supervisor Sue Lester. Non-Clinical Support Staff A team of secretarial and patient services staff provide administrative support for the Practice.

Practice Nurses Our nurse surgeries run throughout the week. Our Practice Nurses are:

Amy Cook - Lead Practice Nurse, RGN, DipHe Adult.

Christine Hazelwood - Practice Nurse, RGN.

Jenny Goodwin - Practice Nurse, RGN.

The Nursing Team will help you with management of long term chronic diseases, such as Asthma, COPD and Heart Disease, well person health checks, smear tests, dressings, dietary advice, blood pres-sure checks and immunisations (travel and routine). They also assist the Doctor in minor surgery, examinations etc.

You may also see one of our YHP Nurses with specialist training who work across our sites for specialist support such as Diabetes and Dementia.


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

Ensure our patients receive emergency and routine medical care via a doctor or appropriately trained nurse.

Ensure you have appropriate medication prescribed according to medical need and locally agreed guidelines.

Aim to provide health checks upon registration and post-natally. Ensure you are referred to an appropriate specialist when your doctor

thinks it necessary. Respect your confidentiality at all times. Ensure you receive a prompt reply to any complaints received.

We would respectfully ask that you:

Do what you can to look after your own health. Care for yourself when appropriate (e.g. when you have a common

cold or sore throat). Listen carefully to advice on your treatment and medication. Please

tell the doctor about any medication allergies and about any medication you are already taking.

Treat our staff politely and with respect. We will not accept violence, racial, sexual or verbal harassment of any member of staff and reserve the right to remove you from our list should you breach this.

Keep your appointment or let the reception staff know as soon as possible if you cannot make your appointment.

Be punctual when attending the Practice. Make separate appointments for each member of the family needing to see the doctor or nurse, and remember we can only usually deal with one problem per consultation.

As a patient, you are responsible for your own health and that of any dependents. It is important that you follow information and advice given to you by health professionals, and cooperate with the Practice in trying to keep you healthy.

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Freedom of Information Act The Freedom of Information Act 2000 obliges the Practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the Practice intends to routinely make available.

Zero Tolerance We strongly support the NHS policy on zero tolerance. Anyone attending the Practice who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the Practice list. In extreme cases, we may summon the police to remove offenders from the Practice premises.

Access for the Disabled We have a ramp designed for wheelchairs and pushchairs leading up to the main Practice entrance. We also have disabled toilet facilities. Car parking for disabled patients is available in front of the Practice in the High Street.

Private Work We regret that we are unable to take on private patients. Sometimes, pa-tients need services that are not available on the NHS such as HGV/PCV driving and life assurance examinations. These can be arranged through your usual doctor at the Practice for which there will be a fee. Any claim forms you may have can be completed by your usual doctor. Passport/driving licence forms and photos can be signed if you have been registered with the Practice for more than two years. A list of current fees/charges is displayed in reception. Payment is made at the time of exami-nation or collection of forms.

Interpreters An interpreter service is available for patients that do not speak English and for patients that require British Sign Language. Please let the Receptionist/Telephonist know you need this service when booking your appointment. At least 48 hours notice is required for this service so if you require an urgent same day appointment you will need to bring with you a family member or friend that can interpret for you.


Chaperones We offer chaperones for all personal and intimate examinations. You are welcome to request a chaperone during any examinations should you wish to have one. Please make the receptionist/telephonist aware that you require a chaperone, when booking your appointment.

New Patients If you wish to register as a patient with the Practice, please collect registration forms from reception. We can only accept patients who live in the practice area which is most parts of West Bromwich and the surrounding areas, take a look on page 3 of this guide for a rough guide or check with reception where we have a larger map. All newly registered patients will be asked to complete a lifestyle questionnaire and will be asked to attend for a registration appointment upon joining the Practice. This helps us to assess your current health so we can look after you more effectively, as it can take several weeks for your records from your previous Practice to arrive.

If you decide to change your current doctor for any reason, remember to take your current medical card with you.

Access to Patient Information It is important that the NHS keeps accurate and up to date records about your health and treatment so that those treating you can provide the best possible care. The Practice has a fully computerised medical record system, held on a secure server and all personal data kept by the Practice complies with the Data Protection Act.

Research Conducting high quality clinical research helps us to keep improving NHS care by finding out which treatments work best. In this Practice, you might be asked to take part in a clinical research study, taking part in a clinical research study is voluntary and can be a rewarding experience.

carters green medical centre€¦ · oakham surgery in tividale. ... learning disability patient...

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