Hannon Road, Aylesbury, Buckinghamshire, HP21 8TR

www.mandevillesurgery.co.uk

T: 01296 337546

The Mandeville Practice Patient Information leaflet

Overview

The Mandeville Practice is managed by PCMS Ltd, who were awarded the Alternative Provider Medical Services (APMS) contract in April 2018.

PCMS Ltd deliver industry leading healthcare that focuses on a model that is responsive in meeting the needs of patients and commissioners, whilst promoting an environment and culture of innovation that allows our staff to flourish and continually develop.

Company Information

Primary Care Management Solutions Ltd Trading as The Mandeville Practice

86-90 Paul Street, London. EC2A 4NE Phone: 08444 781 444 Fax: 08444 781 555 Email: info@pcmsolutions.co.uk Web: www.pcmsolutions.co.uk Company Registration No: 6520851 Registered in England & Wales

Director: Mr. Sheraz Khan

http://www.mandevillesurgery.co.ukmailto:info@pcmsolutions.co.ukhttp://www.pcmsolutions.co.ukhttp://www.mandevillesurgery.co.ukmailto:info@pcmsolutions.co.ukhttp://www.pcmsolutions.co.uk




Your information

We ensure we protect your information appropriately and you have the right to access your information using a Subject Access Request. We will only share your information with third parties if you give us your express permission.

We will however, share your information with other healthcare service providers such as hospitals or community services, the purpose of this sharing is to improve services.

Data shared includes your postcode and NHS number but not your name. You can opt-out of data sharing, to do so, please contact the practice.

Comments, Compliments & Complaints

We welcome all feedback from our patients as this helps us improve the services we offer. All comments, compliments and complaints are discussed (anonymously) with the practice team.

The complaints lead at The Mandeville Practice is Miss J. McGraw. If you have cause for complaint, please do ask to speak to Julie via reception. We aim to resolve all complaints using local resolution.

Comments cards are available from the reception desk, please ask a member of the team should you wish to leave a comment.

Zero Tolerance

Our staff are entitled to provide safe and effective patient care without fear of being subject to physical or verbal abuse. This practice will not tolerate any form of abuse towards our staff.

Abusive patients will be asked to leave the premises and if necessary, the local police will be contacted if there is deemed to be a threat to staff or patients.

Violent or abusive patients may be removed from the practice list.

Services

As well as offering routine appointments, the Mandeville Practice offers the following services:

• Antenatal & Postnatal Care

• Baby Clinics & Child Health

• Chronic Disease management which includes Asthma, Hypertension, Diabetes, Kidney Disease, Heart Disease

• Joint Injections

• Smoking Cessation

• Alcohol and Drug support

• NHS Health Checks

• Travel Vaccinations

• Family Planning

• Cervical Smear Testing

• Well Man and Well Women Checks

All services are by appointment only. Additionally, the following services are available locally:

Health Visitor drop-in clinics:

o Monday: 10am – 12pm at Aylesbury College Campus Children’s Centre

o Monday: 1.30pm – 3pm at Elmhurst Children’s Centre, Dunsham Lane

o Wednesday 2pm – 3.30pm at the Health Living Centre, Ealton Court

To contact the health visitor team please call 0126 556148

For information about any of our services please contact the practice on 01296 337546




Opening times

The practice is open as detailed below, with our extended hours highlighted in bold:

Monday 7:00 am – 6:30 pm

Tuesday 7:00 am – 6:30 pm

Wednesday 7:00 am – 6:30 pm

Thursday 7:00 am – 6:30 pm

Friday 7:00 am – 6:30 pm

Saturday 8:00 am – 2:30 pm

Sunday Closed

Bank holidays Closed

Please note, early morning and late evening appointments are bookable in advance and can be booked between the hours of 8:00 am and 6.30 pm Monday to Friday.

Protected Learning Time

The practice will close for staff training and development as this is a fundamental requirement which enables us to ensure the care you receive is highly effective.

When we are closed for training and you need to speak to a doctor urgently, please phone Bucks Urgent Care on 01296 850011 or after 6.30 pm call NHS 111 service by dialling 111 from a landline or mobile phone.

Call 999 in the event of a medical emergency

Out of hours

When the practice is closed, patients should call the NHS 111 service by dialling 111 from a landline or mobile phone.

Patient Participation Group

If you are interested in improving the services at the practice and helping to shape the future of your practice, join the Patient Participation Group (PPG).

The PPG is a voluntary group of patients and practice staff who meet quarterly to discuss issues which may be affecting the practice.

Further information about our PPG can be provided upon request. Please ask to speak to Miss J. McGraw who is the PPG coordinator.

Clinical Commissioning Group

The local Clinical Commissioning Group (CCG) for this practice is NHS Buckinghamshire CCG and the practice are a member practice of the Aylesbury Central Locality.

Further information about NHS Buckinghamshire CCG can be found online by visiting:

www.buckinghamshireccg.nhs.uk

The CCG can be contacted as follows:

Telephone: 01296 587220

Email: Bucksccg@nhs.net

Mail: Headquarters, Second Floor, The Gateway, Gatehouse Road, Aylesbury. HP19 8FF.

http://www.buckinghamshireccg.nhs.ukmailto:Bucksccg@nhs.nethttp://www.buckinghamshireccg.nhs.ukmailto:Bucksccg@nhs.net




Appointments and Home Visits

To book an appointment patients can either:

• Call the practice on 01926 337546

• Use Patient Access (online service)

Patients are advised that when calling to arrange a non-urgent appointment to do so after 10am as it is envisaged the waiting time on the telephone will be much shorter.

Appointments with clinicians are allocated 10 minutes; if you have multiple concerns or it is a complex case, please request a double appointment.

Home visits are at the discretion of the GPs and are for patients who are housebound or have significant health issues.

Should you require a home visit, please call the practice on 01926 337546. Home visits are usually conducted between 1130 and 1400 Monday to Friday.

Your responsibilities

We will endeavour to meet your requests and allocate you an appointment with your named GP or the clinician you may have requested. However, sometimes this will not be possible due to staff absence.

Please ensure you arrive at least five minutes before your appointment and, to avoid any wasted appointments, please call us to cancel your appointment if you know you are unable to make your scheduled appointment.

Cancelling an appointment with less than 24 hours’ notice is classed as a Did Not Attend (DNA) and will be annotated in your healthcare records. Repeated DNAs (i.e. three in a twelve month period) will be discussed with the management team and you may be asked to register at another practice.

Registration

To register with the practice, you can either register online or by using a paper version of the registration form.

We will register you with your chosen GP (if you have a preference), but you have a right to request to see a GP of your choice. We strongly recommend you routinely see the same clinician for continuity of care. All patients will have a named accountable GP, to find out yours, please ask at reception.

All new patients are offered a health check with a member of the healthcare team to ensure that any required tests are up to date and that we have an accurate note of any repeat medication you may be taking.

Online Patient Access

You can now use the internet to book appointments, request repeat prescriptions and view certain elements of your medical record online.

To register for online access, please view the information on our website or ask at reception for an information leaflet.

Patient Accessibility

The practice has suitable access for all patients; there are allocated disabled parking spaces in the practice car park, easy level access for wheelchair users and adapted toilets. In addition, the practice has an induction loop system to help patients who use ‘T’ coil hearing aids.

Training

Our aspiration is to become a training practice which will see GP registrars working alongside our team of GPs for set periods of time. When we achieve this status, we will inform all service users.

Prescriptions

Patients can order repeat prescriptions in three ways:

1. Online using Patient Access

2. In person, by ticking the required medication(s) on your prescription and placing it in the box within reception

3. By post, send your computer summary slip to the practice and enclose a stamp if you wish us to post the prescription back to you.

We do not accept repeat prescription requests by telephone unless you are housebound; this reduces the risk of error and enhances patient safety.

People in the following categories are automatically exempt from prescription charges:

• Children under 16

• Under 19’s and in full-time education

• Men and women over 60

• Individuals with certain, chronic conditions

• Pregnant women and women who have given birth within the last 12 months

Patients must allow three working days (excluding weekends and bank holidays) for prescription requests to be processed and four days if you would like your request sent to a pharmacist.

Antibiotics are only prescribed for bacterial infections. Many common ailments are caused by viral infections for which antibiotics are ineffective. Please do not be offended if you are not prescribed antibiotics as this helps combat the spread of antibiotic resistant strains of infection.

Clinical Staff

The following clinical staff work at The Mandeville Practice:

General Practitioners: Dr Rita Kargbo (Female) MBchB, MRCGP Dr Wasim Ahmed (Male) MBBS,MRCGP Dr Mark Levy (Male) FRCGP Dr Fatima Mahmood (Female) MRCGP, MBChB Dr Amer Shaikh (Male) MRCGP, MBBS

Nurses: Elaine Taylor (ANP), Bridgette Hammond (Complex Care Coordinator), Citas Parker (PN), Somia Kausar (PN)

Practice Paramedic: Jenny Swan, Anthony Duggan

Clinical Pharmacists: Hassan Al- Hakim, Ameet Gordhan

Health Care Assistants: Jenifer Lewis, Claire Sewell, Fayaz Mohammed, Amanda Coombes

Phlebotomist: Sharon Davies

Non-Clinical Staff Clinical staffs are supported by the Practice Business Manager, Operations Manager and a team of administrators, secretaries and receptionists.