Denmark Road Medical Centre Practice Information Booklet
We are a well-established practice; looking after approximately 8200 patients. Running an appointment only system, we have two full time partner doctors: Dr Nigel Cowley (Senior Partner) and Dr Kerstin Smith. We also have 4 GP Associates: Dr Emily Monks, Dr Miriam Santer, Dr Rupesh Seth and Dr Mike Furze. Our current GP Registrar is Dr Jasvinder Kandola. We also have Dr Ivan Valenzuela-Chavez on a training placement with us who will also hold various clinics throughout the week. You may book an appointment to see any of our Doctors at this Practice.
Named GP - All Patients at this practice are allocated a named GP (this is your registered GP). You are still able/welcome to book appointment with any GP of your choice but your registered GP is responsiblefor your overall care. Should you wish to know who this is please ask at reception.
We aim to consult with patients for routine problems within 24 hours of the request being made. This may be via telephone consultation initially. We do not use an automated phone answering service. Believing in traditional values of family medicine, we simply aim to provide our patients with the best possible care.
We are involved in research and committed to continuous nurse training. We are also a training practice for future GP’s. As such you may be asked to take part in a video surgery. All patients will be given the opportunity to decline such a consultation; consents are obtained from those patients wishing to assist with this form of training.
Disabled patients are catered for through the practice having a large car park, with easy, flat access into the building through doorways suitable for wheelchairs. There is an intercom buzzer for those patients who experience difficulty with the doors. Patient documentation and reception is carried out at custom-made reception desks. A separate room is available (on request) for wheelchair bound patients and those seeking a more discreet area for discussion in privacy. Disabled toilet facilities are available.
We have ample free car parking and additional parking, if necessary, is available in Denmark Road.
The Practice Team
Doctors:
Dr Nigel Cowley MB ChB, MRCGP, DCH, DRCOG, FPCert, Dip Ed Med Birmingham 1983 (GP Partner)
Dr Kerstin Smith MD MRCGP DFFP DRCOG Dresden, Germany 1992 (GP Partner)
Dr Emily Monks MB BCh BMedSci MRCPI DME DRCOG MRCGP DFSRH, Dublin 2004 (GP Associate)
Dr Miriam Santer MRCGP 1996, DRCOG & DFFP 1995 (GP Associate)
Dr Rupesh Seth MbChB, MRCP(UK) (GP Associate)
Dr Mike Furze MB, Chb, MRCP, DRCOG, MRCGP
Dr Jasvinder Kandola GP Registrar
Dr Ivan Valenzuela-Chavez GP
Practice Manager: Hayley Moore MCMI CIPP
Our Practice Manager, is available to help you with any administrative or non-medical aspects of your health care. Hayley is also available to discuss any suggestions or complaints.
Reception Manager Penny Cornell CIPP
Penny and the reception team, are your link with the rest of the practice. They will try in every way to help you, and the more information that you are able to give them the better they will be able to assist you. They also carry out much of the behind-the-scene jobs ie contacting hospitals or agencies, updating records, filing and scanning of correspondence etc.
Practice Secretary Tina Maton
Tina is responsible for ensuring that all patient referral letters are produced and despatched to the various providers and patient management on the Choose and Book e-referral IT system.
IT Kath Hodgson
Kath is responsible for Information and Technology systems. She also collates data as required by the Doctors and is responsible for calling in patients, with long term conditions such as Diabetes, COPD, Asthma, for their routine checks
Admin Assistant Caroline Tummon
Caroline assists the Practice Manager with day to day administrative requests and provides general assisance to the practice team.
Receptionists/Patient Services:
Pauline Broadbent Chrissie Taylor
Toni Kane Sharon Hayes Debbie Dyer Debbie Tucker
Nikki Dix Tina Tranter
Zakiya Cheeseman
Practice Nurses: Health Care Assistants:
Hilary Mackie – Treatment Room Manager Jennifer Warne
Melanie Bates Debbie Dyer
Julie Brand
Hilary and her team work in the treatment rooms. They are available for various treatments including:
§ Injections
§ Dressings
§ Ear syringing
§ General advice
In addition, the nurses are also trained to run various clinics including the taking of cervical smears. These are usually by an invitation letter you will receive from the Health Authority.
The reception team will be happy to book your appointment. Timings of the Practice Nurse/Health Care Assistant appointments vary in duration according to the treatment you require. Please be prepared that we will need to obtain some information from you to book an appointment slot with adequate time.
Health Visiting Team: Sarah Howcroft / Annelie Docherty-Palin - Health Visitors
Paula Constant, admin support
Claire Ryan – Nursery Nurse
District Nursing Team: District Nurses: Jenny Scott
Sarah Doughty, Carolyn Alcazar,
Debbie Jones, Debbie Marshall, Louise Pitman, Health Care Assistants: Sue Salisbury and Teri Abbott
Community midwife: Our Royal Bournemouth Hospital Midwife is Samantha Dancer. She comes to the surgery to hold her clinic all day on a Monday.
In-house counselling service: We have an in house counselling team. Appointments with the counsellors are via referral from your GP.
Doctor Appointment Times
Dr Nigel Cowley – GP Partner
Monday / 7.50 – 10.40 / 2.00 – 4.50
Tuesday / 7.50 – 10.50 / 3.30 – 6.50
Wednesday / 7.50 – 9.05 (then tutorials for trainees) / 3.00 – 5.50
Thursday / 7.50 – 10.50 / 3.00 – 5.50
Friday / 7.50 – 10.50 / No clinic
Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
Dr Kerstin Smith – GP Partner
Monday / 7.50 – 10.45 / 3.00 – 5.50
Tuesday / 7.50 – 10.50 / 3.45 – 6.50
Wednesday / 7.50 – 10.50 / No clinic
Thursday / 8.30 – 11.20 / 2.30 – 5.20
Friday
/ 7.50 – 10.50 or Wimborne Hospital / 3.00 – 5.50Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
Dr Emily Monks – GP Associate (currently on maternity leave
- covered by Dr Rachel King)
a.m. / p.m.Wednesday / 8.30 – 11.30 / 3.00 – 6.00
Thursday / 9.00 – 11.30 / 3.00 – 6.00
Dr Miriam Santer – GP Associate
a.m. / p.m.Tuesday / 9.20 – 12.20 / 3.50 – 7.30
Dr Rupesh Seth – GP Associate
Monday / 8.30 – 11.30 / 2.50 – 5.50
Tuesday / 8.30 – 11.30 / 4.00 – 6.50
Wednesday / 8.30 – 11.30 / 2.50 – 5.50
Thursday / No clinic / No clinic
Friday
/ 8.30 - 11.30 / 2.50 – 5.50Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
Dr Mike Furze – GP Associate
a.m. / p.m.Monday / 8.30 – 11.30 / 2.40 – 5.40
Wednesday / 8.30 – 11.30 / 2.40 - 5.40
Friday
/ 8.30 – 11.30 / 2.40 – 5.40Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
Dr Jasvinder Kandola – GP Registar
a.m. / p.m.Monday / 8.30 – 10.30 / 2.00 – 5.00
Tuesday / 8.30 – 10.30 / 2.00 – 5.00
Wednesday / University / University
Thursday / 8.30 – 10.30 / No clinic
Friday
/ 8.30 - 10.30 / 2.00 – 5.00Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
Dr Ivan Valenzuela-Chavez – GP
Clinic times may vary to those listed below
a.m. / p.m.Tuesday / 8.30 – 11.40 / 2.40 – 5.50
Wednesday / 8.30 – 11.40 / 2.40 - 5.50
Friday
/ 8.30 – 11.40 / 2.40 – 5.50Saturday / Closed / Out of hours
Sunday / Closed / Out of hours
All partners within Denmark Road Medical Centre will extend their surgeries to cope with demand ie: on return from annual leave.
GP’s may alter surgeries occasionally to attend NHS Dorset Clinical Commissioning Group meetings.
The practice opening hours are as follows:
Monday / 7.50 am / To / 6.30 pmTuesday / 7.50 am / To / 7.30 pm
Last appt 6.50 pm
Wednesday / 7.50 am / To / 6.30 pm
Thursday / 7.50 am / To / 6.30 pm
Friday / 7.50 am / To / 6.30 pm
Practice area:
Practice Area
Home visits
If you are too ill to attend surgery and require a home visit, please telephone 521111 before 10am if possible. This will help the doctors to plan their visits for the day. Please be prepared to give some details of the problem as it helps the doctor to decide which are the most urgent cases.
New patients
New patients and their families are always welcome to register with the practice. Please give your NHS medical card and two forms of identification, one of which should be photographic, to our receptionist or you may ask for a registration form to complete. Pre-registration forms and new patient health questionnaires are also available on our website: www.denmarkroadmedicalcentre.nhs.uk
Change of Name, Address, Telephone/Mobile number
Please let the practice know if you change your name, address or telephone number so that our records are kept up to date. However, if you move out of the practice area you should register promptly with a new doctor.
Repeat Prescriptions
Regular medication is normally prescribed at intervals of 1-2 months. We have a fully computerised system and would ask you to allow at least 48 working hours notice to process your prescription request. Should you wish your repeat prescription to be posted to you, then please forward your request accompanied by a stamped, self-addressed envelope. For prescriptions requested over the telephone please leave your call until after 10 am, if possible, avoiding the busy times.
Telephone Consultations
The doctors provide consultations via the telephone. Just telephone the receptionist, ask for a telephone consultation with your doctor, and the receptionist will book you an appointment in the usual way but with the Doctor telephoning you at the appointed time. **Please ensure you will not be driving when receiving a call to a mobile phone.
Results
If you do telephone for results, please leave your call until between 11.00 am and 12.30 pm or after 3.00 pm avoiding the busy times.
Emergencies and out of hours calls
In the event that you need to see a doctor outside the normal surgery hours, please telephone the NHS out of hours service on 111 where your call will be answered by an operator who will take your details and arrange for you to speak to a doctor. This is a free service number; however mobile phones will require at least 1 pence credit in order to make the call.
Waiting Times
Patients will always be offered an appointment on the day that they make a request to see a doctor if their need be of an urgent nature. We aim to offer non-urgent appointments in less than 48 hours and preferably sooner.
In the unlikely event that patients' are required to wait for 20 minutes or more past their appointed time, the reception staff will ensure that individual patients are informed of the reason for the delay, or offer an alternative appointment if the patient cannot wait. Any patients waiting longer than an hour after their appointment time will receive a letter of apology and an explanation for the reason.
Portable T Loop System
The Practice has a portable T Loop Hearing system. If you wish to use this facility please speak to the receptionist at the desk
Nurse-led Health Promotion Clinics
The following clinics are run by our nurses. Booking can be made via the reception staff.
* Diabetic * Stop Smoking advice
* COPD * Cardiac * Health checks – well person
* Hypertension * Travel
* Smears * Wound care dressings
* Ear syringing * Asthma
* Liquid Nitrogen * Blood pressure checks
* Weight
* Immunisations: Babies, shingles, flu, childhood flu, Men ACWY
Minor Surgery: This service is available from the doctors for removal of small skin lumps, injections to joints etc.
Newly Registered Patients: All newly registered patients are able to attend a health screening examination.
Non NHS Examinations: Medical examinations for special purposes eg pre-employment, fitness for sports, fitness to travel etc, are available but are not part of your doctors NHS duties and therefore a standard fee will be payable. Please make an appointment at reception or by telephoning 521111.
Immunisations: All adults should ensure that they are up to date with tetanus immunisations. Flu vaccinations are available each autumn, free of charge, to those who are at risk. To find more information about who should have the flu jab please visit this website: http://www.nhs.uk/conditions/vaccinations/pages/flu-influenza-vaccine.aspx
Or please ring reception for details. Each person should have a course of three polio immunisations throughout their lives (these are mostly given during the school years), or if travelling to certain countries. If you are not sure that you are up to date with any vaccinations, please check with the Practice Nurse. A full range of advice and vaccinations are available in respect of travel abroad. A form should be collected from a receptionist who will advise you of the appointment procedure. An appropriate travel information pack will be put together for you to read before booking your travel appointment.
Cervical Smear: It is very important for all women between the ages of 25 - 64 to have a cervical smear taken. These are every three years for 25-49 year olds then 5 yearly for 50 – 64 year olds. There are many early stages of cervical cancer. If picked up early this is totally curable by simple treatment and no large operation is necessary
Family Planning: The doctors provide family planning advice to both men and women of any age in complete confidence. This is carried out during a normal surgery appointment.
Emergency Contraception: This is available within three days after you have been at risk. Tell the receptionist that you require an urgent appointment on the same day.
Suggestions and Complaints: The doctors and staff are always open to suggestions that you might have to improve our services to you. Should you wish to make a suggestion to us, please speak to the Practice Manager, Hayley Moore, who will ensure that the suggestion is raised with the Doctors.
Occasionally, patients feel that they would like to register a complaint regarding an aspect of our service. Should you wish to complain about any aspect of our service to you please ask to speak to Hayley Moore, who will endeavor to give you an immediate explanation, or if, for any reason she is unable to resolve the matter to our mutual satisfaction, she will advise you on how you may formally complain to the NHS England Commissioning Board**. We like to view complaints positively as an important opportunity to improve your care. **NHS Commissioning Board, PO Box 16738, REDDITCH, B97 9PT. Or alternatively: Parliamentary & Health Service Ombudsman, Government Office, Millbank Tower, 30 Millbank, London, SW1P 4QP, Phone:0345 015 4033