Regents Park Surgery
A guide to our services
Appointments/Enquires: 023 8078 3618
Fax: 023 8070 3103
Opening Hours: Monday to Friday
8.30am to 12.30pm
&
2.00pm to 6.00pm
www.regentsparksurgery.nhs.uk
Find us on facebook Regents Park Surgery
www.regentsparksurgery.nhs.uk
This Practice is within Southampton City Clinical Commissioning Group (CCG).
4
Regents Park Surgery
January 2015
Welcome
Welcome to Regents Park Surgery. The purpose of this guide is to help you make better use of the services we provide.
General Information
We offer a personalised service, with good continuity of care, from a team which has been working together for many years. We will see any patients who need to be seen on the same day; routine appointments may be booked up to two weeks in advance. If you want to see a specific GP, you may have to wait up to two weeks.
Opening Times
Monday to Friday
8.30am to 12.30pm
and
2.00pm to 6.00pm
Out of Hours Service
If you have a medical problem out of Surgery hours, please call the out-of-hours service on NHS 1-1-1.
If you call the Surgery out of hours, you will be given the out-of-hours number via a pre-recorded message.
This service is not monitored so do not leave messages.
Surgery Doctors
Dr Sue Robinson
BM DROCG FP Cert
Dr Tim Morgan
BM MRCGP B Soc Sci
Dr Natalia Carrabino
MD MRCGP DFSRH
Dr Anthony Bella
MBBS DRCOG MRCGP
Practice Team
Practice Manager
o Adrian West
Reception Manager
o Debbie Moxon
Practice Nurses
o Fay Gale
o Emma Ives
Healthcare Assistant
o Liz Walker
Receptionists
o Diana Barnes
o June Early
o Sandra Gammie
o Sarah McDonald
o Alice Newman
o Cara Pond
o Kelly Rusher
o Ewelina Staskiewicz
Administrators
o Jackie Barber
o Pauline Long
o Rupa George
o Morgan Young
HealthCare Professionals
The District (Community) Nurses provide care to patients in their homes and give practical advice or assistance to patient’s relatives and carers in coping with illness at home.
They can be contacteddirect on 023 8077 1357.
The Health Visitor is mainly involved with the provision of health care to young children. She can be contacted directly on: 023 8060 8055. The health visitors are based at the Adelaide Health Centre (near Tesco’s Millbrook).
The Midwife provides antenatal and postnatal care and has a weekly clinic at the Surgery. For information about Maternity Services please call 023 8079 6052.
The Community Matron is a highly experienced, senior nurse who works closely with patients in a community setting to directly provide & organise care for patients with serious long term or complex range of conditions.
How to register
If you live within our practice area and you would like to register with us, please come into the Surgery where you will need to complete the registration forms which are available at reception. You must also produce 2 forms of identification to register.
We do not register patients outside of our practice catchment area.
Reception Tel:023 8078 3618
Appointments
Options for DoctorsAppointments
The Practice offers a mixture of pre-bookable, same day urgent appointments and a selection of telephone consultations.
The pre-bookable appointments offer more time and the opportunity to see the doctor of your choice. These are usually for non-urgent or long-standing medical conditions. In most cases you should have an option to book up to two (2) weeks in advance.
The same day urgent appointments are shorter in time and for medical problems which cannot wait until the next available pre-bookable appointment. When you ring to book a same day urgent appointment you will not be able to choose which doctor you see.
Please do notuse same dayurgent appointments for multiple medical problems as they are time restricted.
Options forNursesAppointments
Nurses are able to advise and treat on a wide range of problems and common conditions. You can expect to have an appointment with a nurse within one (1) week.
Appointment Demand
There is always a high demand for appointments, please try to ensure that you attend in good time for your allocated appointment.
If you are unable to attend for an appointment please be courteous and inform reception so the appointment slot can be offered to another patient.
How to make an appointment
Please call reception on 023 80 8078 3618 to book an appointment for any member of the healthcare team.We also offer a selection of online GP appointment booking, registration required. Please contact reception or visit:
https://patient.emisaccess.co.uk
Why might it be difficult to get an appointment
The surgery is particularly busy on Mondays and Tuesdays, especially during the winter months and early summer. If your appointment is not urgent, try to book on a less busy day after 10:30 am.
Appointments: 023 8078 3618
Failure to Attend
Failure to attend for appointments without informing the surgery wastes valuable GP/Nurse time and also prevents other patients from using the appointment slot. Patients that persistently fail to attend for their appointment could result in their removal from the practice list.
Automated Text Reminder Service
If you register your mobile telephone number the Practice will send you a text message to remind you about your appointment. If you do not wish to receive text messages please inform reception to opt-out.
Home Visits
How do I arrange a Home Visit
Home visits are reserved for housebound patients with conditions which mean you cannot attend the Surgery.
Please telephone reception 02380 783618 before10:30am to request a visit. Please be prepared to tell the receptionist about your condition so we can arrange to visit the most urgent patients first.
Practice Services
Practice Nurses
The practice nurses and health care assistant are all available by pre-booked appointments. They offer the following services:
§ Annual Flu Vaccination
§ Asthma and COPD Clinic
§ Blood pressure Checks
§ Cervical smears
§ Contraception Advice
§ Diabetes Clinic
§ Dressings
§ Ear syringing
§ Holiday (Travel) vaccination advice
§ Hormone replacement (HRT)
§ Infant, Child and adult immunisations
§ Phlebotomy Service(Blood Tests)
If you have a chronic disease, advice is available on matters such as losing weight, stopping smokingand adopting a healthy lifestyle.
Please feel free to ask at reception to make an appointment to see one of our practice nurses.
Prescriptions
How to Get a Prescription
If you think you may need a prescription medicine, please make an appointment with your doctor.
Your local pharmacist should be able to give you advice about non-prescription medication.
How to get a repeat prescription
You can ask for a repeat prescription by calling into the Surgery in person during opening hours, on-line via our practice website (registration required), byposting your requestof what you require through the letter box located to the right of the main entrance to the Surgery when we are closed, by faxing a request to 02380 703103 or by post.
Electronic Prescription Service (EPS)
If you wish to use this service you will not have to visit the Surgery to pick up your paper prescription. Instead, your Doctor will send it electronically to the pharmacy you have choosen, saving you time.
To register for this service please visit your local Pharmacy.
Some local pharmacies collect prescriptions from the Surgery so that you can collect the medication without having to first collect your prescription and then taking it to the Pharmacy, please ask at reception for further information if you would like to use this service.
Your repeat prescription will be available within 72 working hours.
Staff will notaccept telephone requests for repeat prescriptions under any circumstances.
Test Results
How to get your test results
On average please allow three (3) working days for your test results to come back from the hospital unless your doctor has advised you otherwise. Please note that X-ray results can take up to two (2) weeks.
For your test results please telephone the surgery, preferably in the afternoon, after 3.00pm when reception is less busy, on 023 8078 3618.
We will only give results to the person who has had the test.
Travel Vaccinations
Where to get travel health advice
We currently offer a limited travel health clinic at the surgery.
To book an appointment with a practice nurse to discuss your travel needs please phone 023 8078 3618.
Minor Surgery
We offer a Minor Surgery Service. Please book an appointment with your GP to discuss your needs.
Practice Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Please ask at Reception for a copy of our Practice complaints leaflet.
Fees For Non-NHS Work
Most services offered by the Surgery are free under the NHS, some services are not covered under the NHS and you will be charged a fee. A list of non-NHS services which attract a fee is located in the waiting room or available from reception.
Patients Association - Friends of Regents Park Surgery
The patients association is a voluntarygroup of patients of this Practice, who get together to find ways of extending the services that can be offered by supporting the work of Doctors, Nurses and Reception staff by providing equipment that will benefit patients which are not funded by the NHS.
The association is independent from the Practice and meets on a monthly basis and organises fund raising events throughout the year. The association is lead by a Chairperson and is supported by a secretary and a treasurer.
Membership is by annual subscription and is open to all patients registered at the Practice. Membership forms and current subscription rates are available from Reception and are advertised on their notice board in the waiting room.
All patients are very welcome to join.
Confidentiality
Everyone working for or with the NHS has a legal duty to keep information confidential. Information on our computer system is subject to the Data Protection Act 1988.
Medical Records
Your medical records are held on computer, as well as on paper. The practice records the majority of the information it obtains about patients in a computerised record.
Access to Your Medical Record
All patients have the right to see what is kept on their medical record. If you want to view your record, please make a written request to the Practice Manager.
You are also entitled to receive a copy of the information you have seen, please note that a feewill be made for the administration and time involved.Contact reception for further details.
Sharing Your Medical Record
We may need to share some information about you with other healthcare providers, so that we can all work together for your benefit. Anyone who receives confidential information about you from us is under a legal duty of confidence.
Aggression or violent behavior on practice premises
Any abusive behaviour or violent act towards any practice staff or persons present on the practice premises will result in immediate removal from the list.
Practice staff are instructed to seek immediate help from the Police should staff, members of the public or practice premises be subjected to aggressive behavior.
Patients Charter
We aim to ensure:
o Patients are greeted in a friendly manner
o Patients are seen within 30 minutes of their appointment time.
o Patients are treated with courtesy by doctors, nurses and all other staff.
o The practice will offer guidance to patients to promote good health and avoid illness.
o Patients have the right to ask questions about their health, illness and treatment, and to have their questions answered.
o We welcome your comments and will do our best to help you.
o
Help us to help you
Please keep your appointments. Tell us as soon as possible if you cannot attend.
To cancel your appointment please call Reception on 023 8078 3618.
Please inform us when there has been a change to your circumstances, for example, change of address or telephone number.
Comments and suggestions are very welcome. There is a red collection box in the waiting area where you can post your comments and suggestions.
Comprehensive information about the Practice can also be found on Practice Website:
www.regentsparksurgery.nhs.uk
Useful information is also posted on our Facebook page, look for Regents Park Surgery and ‘like’ us.
Friends and Family Test (FFT)
The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.
We are keen to hear about your experience at Regents Park Surgery. Please either complete a form located in the waiting room or go to our website and click on the 'Let us know what you think' icon on the front page and tell us about your experience at the Surgery.
Feedback is anonymous and the results of the FFT are published at monthly intervals on both NHS England and NHS Choices websites.
INFORMATION FOR REGENTS PARK SURGERY PATIENTS ON SERVICES YOU MAY NEED TO ACCESS IN SOUTHAMPTON
Please refer to the services below to find what may best suit your needs:-
Pharmacist
Your pharmacist has knowledge of everyday health issues and can help with advice on common health problems and minor illnesses such as colds, flu, skin conditions and allergies. Pop along to your local chemist or supermarket pharmacist for advice.
NHS 1-1-1
Telephone NHS 1-1-1 when it is less urgent than 999.
The GP
If your problem cannot be dealt with by the pharmacist or NHS Direct you can make an appointment to see a GP who can provide a range of services including medical advice, examinations, referrals and prescriptions.
If you need an ‘on the day appointment’ for a problem that cannot wait, you will be offered an ‘urgent’ appointment with a GP. If your problem is a longstanding one then please book a routine appointment with your GP (you can book up to two weeks in advance).