Practice Complaints Procedure
Practice Complaints Procedure
We always try to give the best service possible but there may be times when you feel this has not happened. We operate a complaints procedure as part of the NHS system for dealing with complaints. We hope that most problems can be sorted out easily and quickly at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, please telephone or write to our Practice Manager.
WOULD YOU LIKE TO HELP US DEVELOP MAYTREES PRACTICE?
A GP surgery has an important role in the community and we want to work in partnership with and for the benefit of the local population.
We would like to set up a Patient Participation Group to help us with key ‘strategic’ developments. For example, the new building being planned for Eastville Health Centre which will provide us with an opportunity to create a friendly environment tailored to our patients and local community. We would also like input into how the practice could respond to the needs highlighted in the Patient Survey as well as feedback on our services and ideas for new ones.
If you are interested, please contact Steve Hartnell, Practice Manager.
Eastville Health Centre
EastPark
Bristol
BS5 6YA
Tel: 0117 951 0042
Fax: 0117 952 5535
Email:
Website:
Doctors
Dr Elizabeth HarrisonMBChB MRCGP
Dr Elizabeth ClarkMBChB MRCGP
Dr Rebecca van Marle MBBS MRCGP
Dr Rachel Dodd MBBS MRCGP
Dr Claudia Hon MBBS DRCOG MRCGP
Welcome to the Maytrees Practice
This booklet is designed to give you information about the practice. If you have any further queries, please do not hesitate to contact us.
PRACTICE AREA
The practice covers the areas of Easton, Eastville, Fishponds, Greenbank, Redfield, Stapleton, StWerburghs,Whitehall and St Judes.
REGISTERING AS A NEW PATIENT
We are happy to register patients who live within the practice area. We will also offer healthcare to patients who are staying within the practice area on a temporary basis. (Please note there may be a charge for overseas visitors).
PROTECTION AND USE OF YOUR INFORMATION
If you change your name, address or telephone number, please inform the receptionist as soon as possible and will out a ‘Patient Contact Details’ form. We ask for information about yourself so that you can receive the best possible care and treatment. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. We only use or pass information about you to people who have a genuine need for it. Whenever we can we will remove details that identify you as an individual.
The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how decisions are made. You are entitled to request information about the practice.
Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you. For further information, please contact Steve Hartnell, PracticeManager.
EMERGENCY CONTRACEPTION
It is important that you are seen as soon as possible if you need emergency contraception. If a routine appointment is not available please explain why you need to see the doctor and the receptionist will arrange an appointment or telephone consultation for you. Under25s can get free emergency contraception from achemist.
ZERO TOLERANCE
The surgery participates in the Violent Patient Scheme run by Bristol PCT. If a patient is violent or abusive to any member of the practice team they will be referred to this scheme and will be immediately removed from our practice list.
SUBSTANCE MISUSE
We offer support and treatment for patients with substance misuse as part of Bristol Drugs Project shared care programme.
INTERPRETATION SERVICES
A Somali or Urdu interpreter is usually available at Baby Clinic on Thursdays 1.30pm to 3pm. A Urdu/Hindi/Punjabi interpreter is sometimes available on a Thursday morning. If an interpreter is not available, clinicians can use Language Line the national telephone interpreting service.
DISCRIMINATION
Our practice welcomes all patients and does not discriminate on the grounds of age, appearance, disability, gender, medical condition, race, religion, sexual orientation or social class.
OPENING HOURS
The practice is open from 8.30am to 6.30pm Monday toFriday.
Morning surgery is usually from 9am to 11.30am.
Afternoon surgery is usually from 2pm to 4.30pm.
Evening surgery is usually from 4pm to 6pm.
For those patients with work commitments appointments are available up to 6.50pm Monday and Tuesday.
Routine Appointments
Appointments to see a doctor or nurse can be made by phoning or coming to the surgery. The phone line is open Monday to Friday from 8.30am to 6.30pm. Routine appointments with doctors are for 10minutes so we do ask that the number of problems you bring to the doctor are limited to 1 or 2 so that these can be dealt with effectively.
Please inform us promptly if you cannot keep an appointment so that it can be offered to another patient and not wasted.
Urgent Appointments
If all routine appointments have been taken, receptionists may be able to offer an urgent appointment for medical emergencies only. The receptionist may arrange for a doctor to phone and discuss the problem with you. The doctors have the right to refuse treatment if they do not consider your need to be medically urgent.
Telephone Consultations
If you feel your problem can be dealt with over the phone you can arrange to have a telephone consultation with the doctor or nurse.
Telephone call backs are usually made at the end of morning surgery between 12 midday and 4pm, so please contact reception early in the day to arrange.
HOME VISITS
Please telephone as early as possible if you are too ill to attend the surgery. Home visits are reserved for patients who are unfit to travel to the surgery. If at all possible patients are encouraged to attend the surgery where doctors and nurses have access to equipment, investigations and records to provide optimal medical care. The doctor on call will phone you to discuss your problem and arrange to visit you later the same day if this is necessary.
PREGNANCY TESTING
We offer free pregnancy testing for the under 25s. Please book an appointment with a practice nurse. You will need to bring a urine sample with you which must be the “first urine of the day”. Sample pots are available to collect from reception.
MATERNITY SERVICES
Community midwives work with the doctors to provide antenatal and postnatal care. Contact on 0117 9026756.
DISTRICT NURSES
District nurses work closely with the doctors and are able to provide treatment at home for housebound patients and after patients are discharged from hospital. Contact on 0117 9026785 (if on answerphone please leave a message).
HEALTH VISITORS
Health visitors work with parents, babies and children under 5. Contact by telephoning 0117 9026778 (if on answerphone please leave a message).
COMMUNITY MATRONS
Community matrons work closely with the elderly who require medical treatment at home. Contact on 01179026785 (if on answerphone please leave a message).
REPEAT PRESCRIPTIONS
Repeat prescriptions can be requested from the practice by using the counterfoil on the righthand-side of your prescription, asking your pharmacist to request on your behalf, or via our website
We do not accept telephone requests for repeat prescriptions to avoid confusion and the possibility oferror.
Please allow 48 hours for your prescription to be processed.
RESULTS OF TESTS
These can be obtained by phoning in person or attending the surgery after 12 midday. It is important that you request results yourself as we cannot give them to anyone else without your permission (except for children).
PRIVATE MEDICALS AND REPORTS
Private examinations and reports for insurance, pre-employment, HGV/PSV, Driving Licence, school, etc are not covered by the NHS. Doctors will provide these whenever possible but there will be a charge. Examinations can be arranged by contacting reception to make an appointment.
Nurse Appointments
We currently have a team of 2 practice nurses, a health care assistant and a phlebotomist.
Our healthcare assistant works every morning and is available by appointment for blood pressure checks, blood tests, minor injuries and dressings, ECGs, support to stop smoking and weight management.
Our 2 practice nurses are available by appointment for -
- travel advice and vaccinations (please book
6-8weeks before you are due to travel)
- cervical smear
- ear syringing
- blood pressure check
- diabetic review
- flu jabs
- injections
- wound care, dressings and removal of stitches
- Depo contraceptive injection
- teen health checks
- asthma reviews
- spirometry
BABY CLINIC
Baby Clinic is run by our health visitors every Thursday from 1.30pm until 3pm. A practice nurse is available to give child immunisations. A doctor will do 8 week baby checks by appointment only.
Chaperone policy
You are entitled to have a chaperone present when you have an examination. This can be a family member, or a member of Maytrees staff. If you would like a chaperone please make this known to your doctor or nurse before your examination.
OUT OF HOURS
If you need to see a doctor urgently outside normal surgery hours please call BRISDOC on 111. You will be able to speak to an experienced doctor who may give advice over the phone, ask you to attend a Primary Care Centre to be seen by a doctor, or decide to visit you at home. Please note that this service does not operate on a walk-in basis and if you attend a Primary Care Centre without first telephoning the doctor may not be able to see you.
Details of your call will be passed to your own doctor the following day so that he/she is aware of your contact with the out-of-hours service.
For health information and advice at any time please contact:
NHS Direct 0845 4647
NHS Direct Online:
Local Accident & Emergency Departments are available if you have an accident or emergency. If you attend for a problem which is not assessed as being either an accident or emergency you are likely to be referred back to your own doctor to deal with this.
NHS Walk-In Centres(no appointment necessary) are open daily at:
Urgent Care Centre, SouthBristolNHSCommunityHospital, Hengrove Promenade, Hengrove, Whitchurch Lane, BristolBS14 0DE
Opening hours: 8am to 8pm every day
Boots Broadmead Walk-In Centre, 59 Broadmead, Bristol BS1 3EA
Telephone 0117 954 9828
Opening hours : 8am to 8pm Mon to Sat
Sunday and bank holidays, except Easter Sunday and Christmas Day: 1am to 5pm