Waterfoot Group of Doctors Practice leaflet

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					Waterfoot Group of Doctors Practice leaflet
The Practice

The Health Centre stands on Cowpe Road, Waterfoot. The practice was formed
in1967.It moved into the current premises in 1979. These premises were upgraded
in 2008 and 2010 and now offer some of the latest and best facilities.

Registration

We welcome patients from the town and surrounding villages. To register with us
please call in and pick up a registration pack from reception. On completion of this,
and its return with the relevant ID, the receptionist will book you in for a pre-
registration medical check. Please bring a urine sample with you to this check.
Please note unfortunately you cannot be seen as a patient until this check has taken
place.

There is a car park at the rear which you are welcome to use but please avoid
parking in front of the health centre or on the marked yellow lines as this obstructs
access for emergency vehicles.

The Doctors

Dr Diana Doherty (F) MBchB DRCOG DFSRH FRCGP PGCGPE

Dr Mairi Ellison (F) BSc MBchB DFSRH MRCGP DPD

Dr Shivanand Bondre (M) MBBS

Dr S.Ahsan Raza (M) BSc MBchB DFSRH DRCOG MRCGP DPD

Dr Emily Allcock (F) BSc MBchB MRCGP MRCP DCH PGCMed Ed.

Dr Ayesha Shahid (F) MBBS MCPS MRCGP DRCOG DFFP

Strategic Director/Practice Manager

John Doherty MSc B.Ed. NPQH DPCM FRSPH FCollP

Nurse Practitioner

Bob Seeley BSc (Hons) RGN

Practice Nurses

Sue Engledow RGN DND

Rachel Osbaldeston BSc (Hons) DIP HE RN


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Health Care Assistants

Deborah Wilkinson

Joanne McQuillan

Office Manager

Samantha Cox

Medical Secretaries

Yvonne Poole

Receptionists

Gemma Bailey, Angela Barrett, Karen Birchall, Zoe Dowsing,

Alex Foulger, Diane Kelly, Caroline White, Jeanette Gillson

Opening Hours and surgeries

The surgery‘s normal business hours are from 8:00am -6:30pm Monday to Friday.
Extended Hours surgeries are available for those who have commitments during the
normal working day and they are for pre-booked appointments only. These are on
Tuesday evenings 6:30 pm-8:00 pm,

Friday mornings 7:15-8:00am.

Saturday 07.30 am – 9.15am

How to make an appointment

To make an appointment ring 01706 253300.The phone lines are open from 8:00am-
6:30 pm except for Thursday 12 noon -1:00pm (when the surgery is closed for staff
training). We have 9300 patients so the phone lines can get very busy at peak times,
especially early in the day, so your patience with this would be appreciated.

Your request for an appointment will be dealt with by one of our reception staff who
will help to make you an appointment with the appropriate clinician. Normally you will
be offered the earliest appointment with the doctor of your choice. If they are fully
booked you may be offered an earlier appointment with another doctor. If you feel
your problem is medically URGENT and there are no appointments available please
tell the receptionist and she will arrange for a clinician to contact you on the same
day. Please give the receptionist some information about the nature of the problem
as this will enable her to direct your query appropriately and allow the clinician to be
able to triage calls according to clinical urgency. All receptionists are trained in
confidentiality matters.

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On-line booking of appointments is offered – further details and registration forms
are available from reception

Appointments

Please note that appointments are 10 minutes long, are for one patient only and we
politely request that patients stick to one problem per appointment. Patients
presenting several problems at the same appointment cause inevitable delay to the
patients booked in after them and may cause the doctor to be less thorough due to
pressure of time.

Appointment availability standards

We aim to assess all URGENT cases the same day

We aim to provide a routine appointment with a doctor or Nurse Practitioner within 3
days

We aim to provide a routine appointment with a named doctor within 5 days

We aim to provide a routine appointment with a Practice Nurse within 4 days

We aim to provide a routine appointment with a Healthcare Assistant within 5 days

How to Cancel an Appointment

If you no longer need your appointment with the doctor or nurse please cancel
by phoning 01706 253300.

A failed appointment is a wasted appointment that could have been used by another
patient.

Results of tests

If you are phoning the surgery for the results of tests, queries about medications or
any other documentation please phone after 10:00am as this will leave the phone
lines open for patients trying to make appointments early in the day.There is a
messaging facility within the online appointment system and this is available for
patients to use for non- urgent communication with the practice. Registration is
required; please ask at reception for the forms.

Secretaries

The secretaries are available to speak to you regarding referrals between 10:30 -
12:00. Please ring 01706 253300

Hearing Difficulties




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The surgery has facilities available for patients with hearing difficulties who are
unable to use a conventional phone to contact the surgery. Please contact the Office
Manager for details.

Disabled access

As a purpose-built health centre we have toilets for the disabled and there are no
stairs within the health centre. A wheelchair is available- please ask at reception. If
you require an appointment at the beginning of a surgery due to access or any other
problem please discuss this with reception who will try to find you a suitable time to
attend.

Nurse Practitioner

At Waterfoot we have a Nurse Practitioner, Mr Bob Seeley, who is a very well
qualified and experienced nurse with an extended medical role. He is able to see
patients with undiagnosed problems, make assessments of their healthcare needs,
and carry out medication reviews and issue prescriptions. Appointments can be
prebooked or made on the day.

Home visits

Home visits are only for those who are too elderly or frail to come to the surgery or
for those whose illness is so severe they cannot leave the house. In the time taken to
carry out one home visit the doctor can see, on average, four patients at the surgery
so this allows more patients to be seen.

You may request a home visit by ringing 01706 253300. As far as possible we ask
that these requests are made BEFORE 10:00 am. The clinician on call will phone
you back to discuss the request.

Emergencies

In case of emergency please ring the surgery number 01706 253300 to contact a
doctor. Please note that there are occasions when it is more appropriate to ring 999
for an emergency ambulance or go directly to the hospital’s Accident and Emergency
Department. Our receptionists are trained to give appropriate advice for these cases
so please give them the necessary details they require.




Night Calls, Weekend Calls and Bank Holidays

Emergency cover is available between 6:30pm-8:00am on weekdays, at weekends
from 6:30pm on Friday until 8:00 am Monday and all day on Bank Holidays. To
contact the GP Out of Hours Service phone free on 111.


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A Minor Injuries Unit is available at the Rossendale Primary Health Care Centre. It
provides treatment for common injuries such as burns, cuts and suspected broken
bones. It is open 8am-8pm 365 days a year and no appointment is necessary.

Repeat prescriptions

All repeat prescriptions should be ordered by using the printed slip attached to your
previous prescription but if you do not have this then please write out your request
on paper and give this to the receptionist instead or place it is the Repeat
Prescription Box in reception. We are unable to take requests for repeat
prescriptions over the telephone as many medications have similar names and this
may lead to errors.

Repeat prescriptions can be ordered on-line, registration is required- please ask the
receptionists for a form.

Please note that 48 hours’ notice is required from request to collection of
scripts e.g. a request submitted on Monday afternoon will be ready for
collection on Wednesday afternoon.

Have you had your Healthy Heart Check?

Healthy heart checks are now offered to patients aged between 40 and 74 once
every 5 years. This check is to assess your risk of developing heart disease, stroke,
kidney disease or diabetes. By taking early action you can improve your health and
prevent the onset of these conditions.

The check will include several measurements such as blood pressure check and
blood tests, including cholesterol. These measurements will allow us to evaluate
your health and allow us to promote your future physical wellbeing. Please tell the
reception staff you wish to book an appointment for the” Healthy Heart clinic” and
bring a sample of urine with you

The One Stop Clinic

To ensure that we provide the best possible care for patients with long term
conditions the practice aims to review patients with these every 12 months. This will
be carried out at the “One Stop “clinic where we will check and monitor all conditions
and medications at the same time so that you do not have to attend the surgery on
multiple occasions. The “One stop” clinic also overcomes the inconvenience of you
having to phone and book an appointment as these are pre made, however if the
date or time is inconvenient to you please ring the surgery and the receptionists will
be happy to re-arrange your appointment.

This patient initiative embraces our commitment to strive for the improvement in the
delivery of care to all our patients.



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Medical Trainees

The Practice takes part in the training of GP Registrars, Junior Doctors and both
medical and nursing students. Some of these trainees are experienced enough to
run their own surgeries, with supervision, however occasionally a learner may be
present at your consultation with another clinician. This will only happen with your
agreement and we are grateful to patients who take part in teaching consultations.
However please say if you would prefer the learner to leave the room. This will not
affect your consultation in any way. Videoing of consultations is also an important
part of on-going medical training but will only be carried out with your written
consent. No intimate examinations are recorded and the camera can be switched off
at any time. The tape is totally confidential and is only used for educational purposes
and then deleted

Family Planning

Our doctors and practice nurses offer a comprehensive family planning service
during normal surgery times. However please note that the fitting of coils and
implants will require a special appointment – please discuss this with the clinicians
who will arrange this for you.

Emergency contraception is effective for up to 72 hours after sexual intercourse.
Please ask the receptionist for an emergency appointment to obtain this but please
explain to the receptionist what the problem is. The receptionists are trained in
confidentiality matters and the information you give them will enable them to help
you without unnecessary delay. A room is available for private discussion with the
receptionist if required – please ask.

Sexual Health Clinics

Drop in clinics- no appointment necessary

Royal Blackburn Hospital     Wednesday and Thursday 8:30am-10:30am

St Peter’s Centre Burnley    Monday and Friday           8:30am-10:30am

Appointment only clinics

Royal Blackburn Hospital     01254 736045

St Peter’s Centre Burnley    01282 644300



If you think you are pregnant

Make an appointment with a doctor or nurse and bring an early morning urine
sample with you. If the pregnancy test is positive the doctor will advise you as to
when to book an appointment with the midwife.

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Antenatal clinics are on Wednesdays – Initial booking appointments 9am-12 noon
and subsequent appointments 1:00 pm -4:00 pm.

At other times the midwives can be contacted on 01282 804265

It has been shown that FOLIC ACID significantly reduces the risks of spina bifida.It is
easily available without prescription from chemists and should be taken by all women
planning a pregnancy .You should take folic acid until the 12th week of pregnancy
and try to stop smoking and drinking alcohol.

If you are planning a pregnancy be sure to get your rubella (German Measles)
vaccination status checked by booking a blood test.

Child Health Surveillance Clinic and Health Visitors

Baby Clinic. Monday 12 noon- 2:00pm (Health Visitors and GP)

At ALL other times the Health Visitors are based at Irwell Medical Centre, Bacup. To
contact them ring 01706 253425

School Nurse

The school nurse is available to offer help and advice regarding health issues of
children, adolescents and parents.

For School Nurses for children at Waterfoot and Bacup Schools- 01706 253425

For School Nurses for children at Haslingden/ Rawtenstall Schools-01706 227029

District Nurses

The District Nurses are based at Irwell Medical Centre, Bacup. To contact them ring
01706 253358

Smoking cessation

For smoking cessation advice please phone 0800 328 6297 or 01254 380424

Email: www.smoking.cessation2@eastlancspct.nhs.uk

You are up to 4 times more likely to stop smoking with help




Drug and alcohol problems

For help with drug and alcohol problems please contact Inspire which is based at
The Chambers 4 Bacup Road, Rawtenstall BB4 7ND


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Patients need to present to discuss their treatment options

Monday        9 am- 7pm (apt only between 5 pm and 7pm)

Tuesday       9 am- 4 pm

Wednesday     9 am- 4 pm

Thursday      1 pm- 4 pm

Friday        9 am- 4 pm

Tel: 01706 253670

The Samaritans 0845 7909090

Rossendale Samaritans 01706 830999

Free confidential Mental Health Help Line 0500 6390000 (7pm-11pm Mon- Friday
and 12noon to midnight at weekends.

Counselling Service / Psychological Well Being Practitioner

Trained counsellors offer help with emotional and psychological problems including
anxiety management, relaxation techniques, assertiveness etc.

Referral from a doctor or nurse practitioner is required so please make an
appointment to discuss this.

Cervical Smears

 All women between the ages of 25- 50 years are advised to have a smear test once
every 3 years and women between the ages of 50 -65 every 5 years. These tests
are to detect the early signs of cancer of the cervix which can be successfully treated
at this stage. Patients are automatically invited for a smear by letter when they are
due a smear.

Chaperones

A chaperone is available for all consultations and examinations- please just ask your
doctor or nurse.

Minor Operations

Our doctors and nurse practitioner are trained to perform many minor procedures
e.g. Cyst and wart removal, toenail operations and joint injections. These clinics are
only bookable by the clinicians so please see a doctor or nurse who will make the
necessary arrangements for you.




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Cryotherapy

Cryo (Freezing) therapy is available for warts, verrucae and some skin blemishes. It
is not suitable for patients under the age of 12. Please see Bob the Nurse
Practitioner for his opinion.

Medical Examinations

Private examinations (e.g. for insurance companies, for HGV or PSL drivers or
employment medicals) are carried out by special non-NHS appointment and these
require a fee to be paid. A list of the current fees is displayed at reception.

Please discuss with the receptionist who will make arrangements for you

Over 75 screening

The doctors and nurses routinely check over 75 year olds in the course of their daily
work. However, if you are over 75 and have not been seen by us within the last year
please feel free to make an appointment with the practice nurse or one of the doctors
and bring a urine sample with you .

Community Services

Treatment room services, Ophthalmology, School Nursing, Podiatry, CAB and
secondary care dermatology services are all based in the Community/PCT section of
the building. For Community Reception use the entrance next to the car park.




Please ring 01706 253250

Hearing Aid Service

Batteries for hearing aids can be obtained from the community reception office
(entrance next to the car park)

Clinics are held at:

Bacup – 2nd Thursday in month

Haslingden-2nd Tuesday in month

Rawtenstall -4th Monday in month

These are not walk in clinics, you must have an appointment. To make an
appointment ring: 01282 644409

Treatment Room


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The Community Health Services’ Treatment Room is available by appointment on
Monday, Wednesday and Friday 8:45- 12 noon. Please phone 01706 253250

For removal of stitches, wound checks, dressings and ear syringing

Treatment room walk-in clinics:

Bacup Health Centre        Monday and Thursday          8:45- 11:30

Rawtenstall Health Centre Friday                         8:45-11:30

Accrington Acorn Centre     Mon, Tues, Thurs, Fri       8:45-11:45

Immunisation and Holiday Advice

The practice nurses are trained in travel advice and vaccinations including typhoid,
hepatitis, polio, tetanus and malaria.

Polio and Tetanus boosters are recommended 10 yearly. Please check if you are
covered.

Influenza (“Flu”) .This is available every October. Flu jabs are recommended for
those over 65 years of age or anyone with bronchitis, emphysema, asthma,
diabetes, heart complaints and anyone living with a person with these conditions.

Pneumococcus- This is recommended as for influenza, plus for anyone who has had
their spleen removed. Vaccination lasts a lifetime for most patients.

Please note that certain holiday vaccinations and malaria tablets are not
available on the NHS and will require a private prescription to be issued.

Yellow Fever Vaccination is not available at Waterfoot surgery. Please contact NHS
111 who will be able to direct you to a vaccination centre. There is a charge for this
vaccine and this may vary from centre to centre.

What to do in the event of an Expected Death

In the event of the expected death of a terminally ill patient please ring 01706
253300. A doctor will visit to certify death and will advise you on making the
necessary arrangements.

Patients Forum

The Patients’ Forum meets every 2 months to discuss issues related to the practice
and to carry out surveys of patients’ views and experiences. The Forum is a very
important group and is open to all patients. Forum updates are displayed in the
Reception area and on the practice website. Any patient with internet facilities may
join the Forum online. Please contact the Strategic Director for details.

Data Protection

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The practice is registered under the Data Protection Act 1998.Any request for access
to notes by a patient, patient’s representative or outside body will be dealt with
according to the Act.

We respect your right to privacy and keep all your health information confidential and
secure. It is important that the NHS keeps accurate and up-to-date records about
your health and treatment so that those treating you can give you the best possible
care. To help us keep your records up to date please inform us of any changes of
address or phone numbers. This can be done on the website (see below) or by
informing reception.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication
Scheme. This is a guide to the classes of information the practice intends to routinely
make available. This scheme is available from reception.

Access to Medical Records

You are entitled, by law (Nov 1991) to have access to your medical records. If you
wish to do so you must apply in writing and there is a minimum charge of £10 plus
any photocopying fees incurred, will be made. The doctors are entitled to withhold
any information which they consider could be detrimental to you.

Complaints

We always aim to provide the best services but there may be times when you feel
this has not happened. We hope that most problems can be sorted out easily and
quickly, often at the time the problem arises and with the person concerned. If your
problem cannot be sorted out in this way and you wish to make a complaint please
ask to see the Office Manager or Strategic Director. We believe it is important to deal
with complaints swiftly and aim to resolve any issue within 10 working days.
Occasionally it may take longer but we will keep you informed throughout. We will try
to address your concerns, provide you with an explanation and discuss any action
that may be needed.

A copy of our complaints procedure (in line with NHS guidance) is available at the
reception desk. If you use this procedure it will not affect your statutory right to
complain to the PCT or the Health Service Ombudsman. We must point out that the
practice is unable to deal with questions of legal liability or compensation.

Comments, compliments and suggestions as to how we may improve our service are
always welcome.

Discrimination policy

We will not discriminate against patients requesting to join the practice list on the
grounds of sex, race, social class, religion, sexual orientation or appearance. Neither
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will we discriminate against those patients who have a disability or particular medical
condition nor those who could be perceived as potentially creating a high work load
or high cost to the practice.

Patients’ Rights

You have the right to be treated courteously
You have the right to absolute confidentiality
Patients with urgent medical conditions will be given priority and will be seen as soon
as possible, even when this causes delay to booked appointments.
Doctors and nurses will begin surgeries at appointed times. Any delay will be due to
medical necessity. Where there is a delay in excess of 20 minutes patients have the
right to be informed and to make an alternative appointment if they wish.
Patients have the right to information about their own illnesses. They have the right
to be involved in deciding how their illness should be managed.
The practice will offer advice and seek to inform patients of steps they can take to
promote good health and to avoid illness e.g. stopping smoking and taking exercise
and advice on self-help for minor ailments.
Patients shall be referred to a consultant acceptable to them, if at all possible, when
they and their GP think it necessary.

Patients’ Responsibilities
Patients should attend their appointments at the arranged time. If this is not possible
they should inform the surgery as soon as possible.
We expect patients will understand that appointments are for one person only.
Patients are responsible for their own health, and the health of their children, and
should co-operate with the practice in endeavouring to keep themselves healthy.
Home visits should only be requested for patients who are seriously ill or
housebound. It is important to bear in mind that most medical problems are dealt
with more effectively in the clinical setting of a well-equipped surgery.
Patients should realise that home visits are made at the doctor’s discretion.
Requests for visits and advice at night should only be made for true emergencies.
Many problems can be solved by advice alone; therefore patients should not always
expect a prescription.
We ask that patients treat the staff and doctors with courtesy and respect. Bear in
mind that reception staff have a very difficult job to do and they are trying to do their
best for you.

Zero Tolerance

 We operate the NHS Zero Tolerance Policy to safeguard staff and patient welfare.
Our Team shall always show due respect and courtesy when dealing with patients.
In turn, we would request patients to reciprocate the same. No form of aggression,
verbal or physical in nature will be tolerated and may result in patient removal and
being reported to the Police.

CCTV

CCTV is in operation in the reception area and corridors of the practice. There is no
CCTV in the consulting rooms.
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Website

The Health Centre’s website is www.waterfootgroupofdoctors.co.uk .Please see this
site for up-to-date practice information and news




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