MILL STREAM SURGERY
BENSON
Promoting Good Health
Opening hours:
Monday to Friday 8.30am to 6.00pm
Saturday 8.30am to 10.45am
(except Bank Holidays)
Out of Hours: Telephone 111
Telephone: 01491 838286
Doctors
Dr Lucy Jenkins
BMedSci, BM,BS, FRCGP, DCH, DRCOG.,DFFP (Nottingham 1995)
Dr Stephen Harper
MB, BCH, MRCGP, DGM, DCH., DRCOG., M ScMedEd (Cardiff 1996)
Dr Steve Ross
BHB, MBChB, Dip Obstetrics, Dip.Trop.Med., MRCGP ,FRNZCGP. (Auckland 1983)
Dr Aimee Lettis
B Med Sci , BM, BS , MRCGP, MRCPCH, DRCOG, DFRSH.
(Nottingham 2001)
Dr Amanda LyonAmanda (covering DrLettis maternity until July 2017)
MBBS. MRCGP, DCH, DRCOG, DFFP (Charing cross and Westminster medical School 1996)
Practice Manager
Sarah Denton
Practice Nursing Team
Alison Richmond R.G.N. 1986
Emma WardRN 1989
Carol Saxby Health Care Assistant
Administrative Team
Data Quality Officer Linda Saunders
Secretary Jane Oliver
Administrative Assistant Karen Bateman
Receptionists Carol Buckley, Hayley Kendall, Kirstie Newman
Community Team
District Nurses District Nurses are from the South East Locality Team
Health Visitor Gill Brown
CONTENTS
Introduction...... 4
The Primary Health Care Team...... 4
Accessibility...... 5
Practice Website...... 5
How to Register at the Surgery...... 5
Continuity of Care...... 6
Opening Hours...... 7
Appointments...... 7
Urgent Appointments...... 8
Emergency Contraception...... 8
Minor Injuries...... 8
Home Visits...... 8
Telephone Consultations...... 8
Out-of-hours...... 8
Laboratory Test Results...... 9
Private Medicals...... 9
Repeat Prescriptions...... 10
Flu Immunisation...... 10
Practice Nurses and Health Care Assistant...... 11
Want to give up smoking?...... 13
District Nurses...... 13
Health Visitors...... 14
Maternity Services...... 14
Other Services...... 15
Psychology...... 15
Physiotherapy...... 17
Carer Support...... 17
Volunteer Services...... 17
Hospitals...... 18
Referrals...... 18
Admissions to and Discharge from Hospital...... 18
Hospital Correspondence...... 18
Wallingford Community Hospital...... 18
Patient Records...... 19
Confidentiality...... 19
Change of Name or Address...... 19
Research...... 20
Suggestions, Complaints and Compliments...... 20
Patient Panel...... 21
Telephone Numbers...... 24
Introduction
Welcome to Mill Stream Surgery
We hope the information in this booklet will be useful to you and inform you of the services we provide.
The Primary Health Care Team We are a team of doctors, practice nurses and health visitors supported by the administration staff. The Practice Partners are Dr Lucy Jenkins,Dr Stephen Harper and Dr Steve Ross.
From time to time due to study leave or illness the practice employs qualified locum doctors to hold surgeries.
The Practice has been approved for the training of GP registrars, Foundation doctors and the teaching of Medical Students.
GP Registrars/specialty trainees are qualified doctors who wish to become GPs. They have completed their training in hospitals and spend between six and eighteen months in the practice.
Foundation doctors are doctors who have qualified in the last two years and have not yet entered training for a particular specialty. They spend four months training in the practice.
Medical students are currently undergoing their 6 years of undergraduate training to become doctors and will spend anything up to six weeks in the practice.
We endeavour to maintain the smooth, efficient running of this practice for the benefit of patients. All the staff work hard and even at difficult times they are trying to do their best for you so, please, treat them with dignity and respect.
Accessibility
There is wheelchair access into the surgery. The toilet is equipped for disabled patients.
Practice Website
Our website gives information about the surgery and provides links to other websites that have a lot of useful information about medical conditions. for instance, is an excellent resource.
How to Register at the Surgery
You are welcome to register with the practice if you live within the practice area. The surgery covers the area of Benson, Rokemarsh, Roke, Berrick Salome, Ewelme, BrightwellUpperton, Brightwell Baldwin, Britwell Salome, Dorchester-on-Thames, Shillingford, Warborough, Preston Crowmarsh, Crowmarsh Gifford, Oakley Wood, Swincombe, Mongewell and Wallingford. Patients already registered at MillStream Surgery who move to one of the following areas: Berinsfield, Chalgrove, Cholsey, Hailey, Ipsden, Newington and Nuffield may remain registered with the surgery.
We will ask you to complete a form allowing us to request your medical records from your previous GP surgery. You are welcome to select the doctor you would prefer to see and this will become your usual doctor.
Patient telephone numbers and next of kin
It would be a great help to us if you would kindly provide us with this information in case we have to contact you for any reason.
We also now offer a text reminder service for all patients who provide us with their mobile phone number
Continuity of Care
At Mill Stream Surgery we think it is important that you get to know one doctor. Research shows that if people see one doctor on a regular basis they get better care and have better health as a result. Now we know this isn’t always easy, doctors, like other people, have to have holidays, work part time etc. However as we think continuity is important we would really encourage you to get to know one doctor and to try to see that particular doctor. At short notice if you have acute problems you may need to be seen by another doctor if your usual doctor is not available.
Named GP
As part of the National GP contract, all patients will now have a ‘named’ GP.
This WILL NOT affect your choice of doctor. If you see a particular doctor at the surgery, you should still continue to see him/her.
The ‘named’ GP will, however: -
Take lead responsibility for ensuring that all appropriate services required under the contract with the practice are delivered to you and ensure that your physical and psychological needs are recognised and responded to by the relevant clinicians in the practice.
Consent to care and treatment
If you are aged 16 years or over you have the right to make decisions about your care and treatment. This means that you can normally accept or refuse any treatments, examinations or tests, and you can choose whether to take part in research. Children under 16 years of age may also be able to make decisions about their own healthcare if the doctor/nurse feels this is appropriate. Where a patient is unable to consent for whatever reason, the doctor/nurse is likely to act in the best interests of the patient, taking into account the wishes of the patient and close family/friends (if known).
If you would like to find out more, please ask a doctor or follow the link
Patient online access
If you wish to book or cancel appointments or request repeat prescriptions you can do so online via our website using a facility called Patient Access which provides a secure connection to our system. Please ask at reception for registration details including a PIN - you will need to bring with you some government issued photo-ID such as your passport or driving license.
The system is simple to use once you have registered your details and you will be able to use it 24 hours a day.Each member of the family needs their own registration details for confidentiality reasons. We do issue PINs for children under 12 so that their parents can book appointments for them or order repeat medication. Once a child reaches 12 years of age, we will remove their Patient Access facility, as they will be approaching an age at which they may wish to consult a doctor or nurse withouttheir parents’ knowledge. Young people can request Patient Access registration again in their own right, after their 16th birthday, or after their 14th birthday if they have discussed this with a doctor first.
Online access to your medical record
We also have the facility for patients to be able to see their medical record online. Speak to a receptionist if you are interested.
Opening Hours
Reception is open from 8.30am until 6.00pm Monday – Friday, and our duty doctor is available via our usual telephone number from 8.00am to 8.30am and from 6.00pm to 6.30pm Monday to Friday. We are also open 8.30am until 10.15am on most Saturdays (excluding bank holiday weekends). The surgery will be closed on occasional Wednesdays from 12.45pm – 2.00pm for staff training. The surgery is closed on Sunday and bank holidays.
Appointments
All consultations are by appointment. You may make an appointment on the telephone, in person or on the website through Patient Access (formerlyEmis Access). There are appointments available to book in advance and on the same day. Normal appointments are 10 minutes long.
Our aim is to run all surgeries to time but delays can occur. We will inform you if the doctor or nurse you are seeing is running late. Please help us by arriving in good time for your appointment so that the patients after you are not kept waiting.
Please cancel any appointments you no longer need even if this is at short notice. Another patient may benefit from the release of that appointment.
Urgent Appointments
If you feel you need to be seen on the same day you will be offered an appointment or the opportunity to discuss your problem on the phone with the duty doctor.
Emergency Contraception
The morning after pill is effective up to 72 hours (3 days) after unprotected intercourse but the earlier it is obtained the more effective it is. A coil can be fitted up to 5 days after unprotected intercourse for emergency protection.
Minor Injuries
These can be dealt with at the surgery when it is open.
The nearest Minor Injuries Units are at:
Abingdon Hospital (7 days a week 10.00am-10.30pm)
01865 903476
Townlands Hospital, Henley (7 days a week 9am – 8pm)
01865903755.
Home Visits
We are happy to visit people at home if they are housebound or unable to come to the surgery because they are too unwell. Please telephone the surgery before 11.00am if you require a home visit.
Telephone Consultations
Doctors are happy to discuss any problem on the telephone. Please ring before 11.00am to book a telephone consultation for the same day. You will usually be called back after morning surgery.
Out-of-hours
The out-of-hours number to call is 111.
When the surgery is closed there is always emergency cover by a duty doctor. Your call will be taken by an experienced call handler and the duty doctor contacted on your behalf.
Laboratory Test Results
We ask that you telephone after 2pm one week after your tests were done, to confirm that your results are back. Please do not wait for us to contact you. You can also receive information via text if you have signed up for this service.
The results of all cervical smear tests will be sent to you by post.
If you had a test requested by a hospital consultant or doctor please contact them for the result.
Private Medicals
The doctors will carry out private medical examinations (e.g. for Life Assurance, the DVLA) upon request. Please speak to the receptionists for more information.
Teenagers & Young Adults
We welcome teenagers and young adults and encourage you to come to the surgery for any health concern, however minor or embarrassing it may seem.
The doctors and nurses can help you with physical problems, as well as emotional worries, stress or other issues. Examples of common reasons young people come to see us include skin problems, worries about weight and eating, contraceptive advice (including ‘morning after pill’), sexual health concerns, low mood, worrying thoughts and anxiety, drugs and alcohol.
Even if you are under 16 you are welcome to attend the doctor/nurse without your parents. We are happy for you to bring a friend along for moral support.
Remember that anything you say to any member of surgery staff (including receptionists) is totally confidential.
Chlamydia Screening
Free Chlamydia screening for those aged 24 or under is available at the surgery.
Chlamydia is a sexually transmitted infection, but it often gives you no symptoms at all so you do not know you have got it, unless you do a test.
If you are 24 or under you are welcome to be screened for Chlamydia just ask any member of staff about this.
Repeat Prescriptions
Requests for repeat prescriptions may be made in the following ways:
• by telephone after 10.00am
• by leaving the prescription request form at the surgery
(we have a post box in the lobby for them),
• online at
• by leaving the prescription request form at Benson
Pharmacy (please allow an extra day if you do this),
• or through a postal service run by Pharmacy2U.
Prescription orders are collected daily from the surgery by Lloyds Pharmacy in Benson and Boots in Wallingford.
Your medication can be collected from Lloyds Pharmacy in Benson -please allow up to 48 hours before collection. Lloyds also offer a home delivery service. Please ask at the Pharmacy for more details.
Pharmacy2U posts medication out within 24 hours.
If you need to order your medication early because you are going away on holiday please add a note to the request form.
You can ask for a leaflet from reception that gives more information about ordering repeat prescriptions.
Flu Immunisations- drop-in clinics
The surgery runs flu clinics from September to October each year. We do not automatically send out invitation letters so look out for information in the Benson Bulletin, the surgery and stickers on your prescriptions, and also make a note in your diary.
Practice Nurses and Health Care Assistant
Alison Richmond – Practice nurse
Emma Ward- Practice nurse
Carol Saxby- Health Care Assistant
The practice nurses Alison and Emma share many of the nursing procedures such as asthma, wound care, cervical cytology (smears), blood pressure assessment and reviews, and travel advice. They also offer appointments to discuss all aspects of following a healthy lifestyle including weight management, exercise and alcohol intake. They have some separate areas of responsibility as follows:
Alison
Asthma & Chronic Pulmonary Disease (COPD)Alison assesses and reviews patients with asthma and COPD, performing spirometry, inhaler checks etc.
Family Planning Family planning services are available from the surgery including the pill, injection, coil and cap (diaphragm).
Pre-diabetesSupport with diet, weight loss and exercise.
Diabetes Support and education of patients with newly diagnosed or established diabetes to help prevent complications and advice regarding medication including insulin use.
Ambulatory ECG Event Monitor This is a small device youcan wear, which allows your heart rate to be monitored intermittently over a 24 hour period at home if your doctor requests it.
Emma
Asthma & Chronic Pulmonary Disease (COPD) Emma assesses and reviews patients with asthma and COPD, performing spirometry, inhaler checks etc.
Childhood immunisations are given by Emma in her usual clinics.
Hypertension Emma assesses and reviews patients prior to and on treatment for high blood pressure. This is an opportunity to review your blood pressure and tablets. Lifestyle factors that affect your blood pressure will be discussed.
Carol (Health Care Assistant)
Carol works Monday to Thursday. She takes most of the blood tests in the surgery, does blood pressure readings (not blood pressure reviews), ECGs, ear irrigation, NHS Health checks and fits the 24 hour blood pressure monitor.
Ear irrigation appointments are available Mondays and Wednesdays.Please ask for a leaflet from reception about treating your ear wax before booking an appointment with Carol. Emma can also perform ear irrigation if a suitable appointment with Carol cannot be made.
NHS Health Checks These are available to patients aged 40 - 74 years of age who have not already been diagnosed with heart disease, stroke, chronic kidney disease, and diabetes, and once every 5 years. You will need a double appointment for this so please tell the receptionist when you make an appointment.
Travel appointments
If you require any vaccinations or anti-malarial tablets relating to foreign travel you need to fill in a Travel Risk Assessment Form and return it to the surgery as soon as you have booked your travel, ideally 6 - 8 weeks prior to your departure. The forms are available either from the surgery or on the surgery website, You will then be contacted by the surgery to discuss your travel arrangements and an appointment made for vaccinations.
It is important to make this initial contact as early as possible as some vaccines have to be ordered as they are not a stock vaccine. Ideally your vaccinations need to be completed at least 2 weeks before you travel to allow the vaccines to work.
Interesting travel website addresses are:
Want to give up smoking?
We provide a special clinic to help people who want to give up smoking. The clinic will offer a personalised plan, nicotine replacement therapy and ongoing support during the first 3 months after a person has given up. The clinic is run by Carol Saxby and you can book appointments directly with her.