Second Street Surgery

SECOND STREET SURGERY

A guide to our services

Second Street, Gateshead, NE8 2UR

Opening Hours

Mondays: 9am - 7.45pm

Tuesdays, Wednesdays and Fridays: 9amto6pm

Thursdays: 9- 12pm.

Welcome to Second Street Surgery

We are committed to providing high quality general medical services to our patients. We also offer a range of clinics for children and pregnant women, for patients with diabetes, asthma and Chronic Obstructive Pulmonary Disease, mental health and counselling, and perform minor surgery.

At Second Street Surgery we aim to treat all our patients with care and competence, and in a timely, friendly and confidential manner.

This leaflet is for both existing patients and those considering registering with us. It tells you about our services and how to access them, and it gives you some general information about our practice. If you live in our practice area and would like to register with us, please complete one of our registration forms available at the reception, or from our website

Our Team

Clinical and Management

Dr Selwyn Bolel (MB.Bch.MRCGP Dip. Therapeutics)

Practice Manager: Teresa Graham (Mental Health Champion)

Practice Nurse: Suzanne Hall (Dementia Champion)

Healthcare Assistant & Primary Care Navigator: Carol Richardson

Reception Team

Cath (Carers Champion)

Adele

Beverley

Nadya

Attached staff

Joe Stringer: Recovery Coordinator- Evolve

Midwife: Colette Pearce

HV’s: Trish Mulligan and Ann Sokell

Victoria Cowen- Therapist, Gateshead Talking Therapies

Louise Cairns- Counsellor- MIND

The NHS Constitution (2015)

The Constitution contains pledges that the NHS is committed to achieve. Pledges go above and beyond legal rights. This means that pledges are not legally binding but represent a commitment by the NHS to provide comprehensive high quality services.

It is there to improve our health and wellbeing, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot fully recover, to stay as well as we can to the end of our lives. It works at the limits of science – bringing the highest levels of human knowledge and skill to save lives and improve health. It touches our lives at times of basic human need, when care and compassion are what matter most.

This practice is fully committed to upholding the pledges of the NHS Constitution.

Mission Statement

Second Street Surgery aims to offer our patients a more personalised service. We want to know our patients and we aim to always take the time to listen to them and involve them in decisions about their care.

We undertake to:

• Treat you with respect and courtesy at all times
• Provide you with advice and treatment in a timely manner
• Help you make decisions about your health by involving you in your care and treatment and by treating you as an equal.
• Discuss what treatment is available and refer you on to other experts where necessary
• Act as your advocate and guide through health and social services
• Maintain confidentiality in what we discuss and the records we keep on your behalf
• Keep up to date with developments in health care by continuing to learn

In return we ask you to:

• Keep your appointment, or let us know as soon as possible if you can'tattend
• Ask for a double appointment if you have more than one problem so that the doctor or nurse can give you the time you need without delaying other patients appointments
• Only use the out-of-hours services for urgent conditions which can't wait until the next day or over the weekend
• Be nice to our staff! They do their best for you and will treat you with courtesy and respect so we ask that you do the same. They respond very well to"please" and "thank you"!
• Let us know if you have any cause for complaint as soon as possible so that we can try to resolve it
• Let us know when we have done well or if there are areas we can improve upon. All patient feedback is greatly appreciated

Practice Area and location

This practice serves residents in Gateshead and we also have some patients that live in Newcastle, Sunderland and Durham.

If you live outside of our practice catchment area (Gateshead) you are welcome to register with us, however we would not be able to visit you at home in the event that you were unable to get to surgery. Ask at reception for more info.

The practice is located in Bensham next to St. Cuthbert Church at the junction of Bensham Road and Rectory Road

Students

Second Street Surgery occasionally has students working with us. The students can be Paramedic students, Health Visiting Students, Nursing and Midwifery students and occasionally others. If they are working with the GP or nurse you are seeing you will be asked to give consent to them being present during your consultation. This is entirely your choice and if you would rather they weren’t present just let our receptionist know when you are asked. If you agree to them being present you will be asked to sign a form to confirm that you agree to it. All students working with the practice sign a confidentiality agreement at the beginning of their placement.

Practice Information

Registering with the Practice

Registration forms are available at the surgery or from the website for each patient to complete. We ask all new patients to make an appointment with the Health Care Assistant or Practice Nurse for a registration medical check.

You can book appointments online, order prescriptions and view your medical records. You will be given information about your summary care record and how to apply for online services when you register.

If you would like more information about what information the practice collects about you and how it is used you can request a copy of our Fair Processing Notice from reception.

Appointment Availability

Appointments can be made by telephone, on-line or by calling in at the reception desk. Appointments can be pre-booked and a small number are available to be booked on the day. If you feel you need to be seen urgently and there are no appointments left for that day, please let our receptionist know so that they can get advice from the doctor. Please let us know if you need to cancel your appointment.

Home Visits

Wherever possible we prefer to see patients in the surgery, but if you feel you require a home visit please inform the surgery before 10:30 if possible.

Repeat Prescriptions

Repeat prescriptions can be ordered online, by telephone or in person. If you require a repeat prescription please allow 48 hours notice. If possible, please collect your medication after 3pm. If you would like your prescriptions sent directly to the pharmacy by EPS (Electronic Prescribing System) you will need to nominate your preferred pharmacy by speaking to your pharmacist or our receptionist. All patients on regular repeat medication need to be seen for a review annually.

Comments, Complaints and Complements

Any comments and suggestion are welcome, we value patient feedback to help us continually improve the service we provide and you can do this by speaking to a member of staff or the practice manager or by giving your feedback in writing.

If you wish to make a formal complaint, please inform the Practice Manager, either verbally or in writing, as there is a formal procedure of dealing with complaints should they arise.

Feedback can also be given on the following websites:

Confidentiality

Confidentiality is of utmost importance to all of us at the practice. Only doctors and authorised staff have access to your healthcare data. If you wish to see information held about you please contact the Practice Manager.

Chaperone Policy

It is our policy to offer you the availability of an additional member of staff to be present during an intimate examination. You are also welcome to bring a friend or relative with you.

Health Checks

Health checks are available for patients not seen within 3 years between the ages of 16-75, and forpatients over 75 not seen during the last 12 months. If too ill to attend the surgery, this can be carried out in the patient's home at the doctor's discretion.

Emergencies and Out of Hours

In case of an ’emergency’ or when the surgery is closed, you have below options available to you:

• If your problem is an emergency or life threatening, please call 999.
• We reserve a number of appointments to book on the day for urgent problems. If these appointments are fully booked and you feel you need to see a GP urgently, please advise our receptionist of this. They will take details of the problem and pass them on to Dr Bolel so that he can assess and advise on what to do next. This may be an appointment or a telephone consultation depending on the nature of the problem.
• Out of hours contact number for the practice – please call the surgery telephone number, 0191 4772430, to access a GP out of hours.
• You can get advice and treatment from your local pharmacy for common conditions and minor injuries, such as aches and pains, colds, cystitis and skin rashes.
• If you require information on symptoms please go to NHS Symptom Checker.
• For non urgent medical advice call NHS 111.

Minor Injuries Unit

For minor injury, such as sprains and strains, or other minor illness, you go to be seen at aMinor Injuries Unit (MIU). You can simply go there without an appointment. The nearest MIUs are:

• Queen Elizabeth Hospital, Sheriff Hill, Gateshead, NE9 6SX

Tel: 0191 482 0000

• Royal Victoria Infirmary, Queen Victoria Road, Newcastle, NE1 4LP

Tel: 0191 233 6161

Accidents and Emergencies

An A&E department (also known as emergency department or casualty) deals with genuine life-threatening emergencies, such as loss of consciousness, acute confused states, fits that are not stopping, persistent, severe chest pain, breathing difficulties, severe bleeding that cannot be stopped, severe allergic reactions, severe burns or scalds

The nearest Accident & Emergency (A&E) Departments are:

• Queen Elizabeth Hospital, Sheriff Hill, Gateshead, NE9 6SX

Tel: 0191 482 0000

• Royal Victoria Infirmary, Queen Victoria Road, Newcastle, NE1 4LP

Tel: 0191 233 6161

Ambulance

In case of serious emergencies you can always ring 999. This is advised if someone e.g. has chest pain, signs of a stroke, is unconscious, or has had a serious accident.

Respect

We aim to treat our patient courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action tohave them removed, immediately if necessary, from our list of patients.

Patient Participation Group

“No decision about me without me”. NHS leaders have realised that we need to understand better what it is that people and patients need and how care and services are best provided to meet those needs – after all, this is what the NHS is about.

In addition to the patient surveys we have been carrying out in the recent years, Second Street Surgery now has a patient group, at present ours is a virtual group and we keep in touch by email. We are still thinking of additional ways of involving you and finding out what matters to you. If you are interested in joining ask at reception for a joining form.

Clinics and Services

Long term condition reviews

If you have been diagnosed with a long term condition like Diabetes, Chronic Heart Disease, Asthma or COPD we will invite you in to have a review on a yearly basis (in the month of your birthday) and we will work with you to support you to manage your condition in the best possible way.

If you have more than one of these conditions you will have them all reviewed in one appointment with the practice nurse. The nurse may invite you in more frequently or refer you on to a GP or to other services if you are having complications of your condition or require additional support.

You will be asked to make an appointment with our Healthcare Assistant one week before you see the practice nurse. The Healthcare Assistant will gather information required and carry out any tests needed, for example bloods, weight and/or BP check so that the practice nurse has all of the information she needs to carry out a thorough review. The practice nurse will share the results of these tests with you at the review and will work with you to start to think about and plan how you can better manage your condition in future.

Primary Care Navigator

Our primary care navigator can support you in a number of ways. If you require advice or support with any of the following you can contact the surgery and book a telephone consultation with Carol Richardson. Carol’s role is to help you navigate your way around the many services available in Gateshead and find the one that will best meet your needs.

These are just some of the services she can put you in touch with. Don’t worry if the service you need is not listed, give us a call and we will do all we can to help.

• Befriending services
• Support services for older people
• Debt services
• Healthy living and improving health and fitness
• Support for those with Learning Disabilities and their families and carers
• Support for carers
• Food bank

Telephone Support Service

Would you like to receive a weekly telephone or Skype call from a volunteer who has experience and knowledge to support you to make positive changes in your life? We are working in partnership with Changing Lives to offer this free and confidential service to our patients. The telephone support service is staffed by volunteers who can offer support for any of the following

• Homelessness
• Drug and alcohol problems
• Isolation and loneliness
• Ex offender struggling to adjust or recently released from prison
• Veterans and their families
• Long term conditions
• Support for any other issues

For more information or to be referred to the service please speak to a receptionist.

Cervical Smears

It is recommended that most women have routine cervical smears taken every three years from the age of 25 until they reach the age of 65. Please telephone and make an appointment. Routine smears are usually taken by the Practice Nurse or occasionally by a Doctor if necessary.

Dietician

The Dietician offers expert advice on dietary management and nutrition etc. The Dietician has a clinic once a month. You will need a referral from a GP or nurse to see the dietician.

Minor Surgery

Dr Bolel can perform certain minor surgical procedures in the practice, toe nail extractions, joint injections and removal of skin tags. Please see one of the doctors to arrange this.

Drug and Alcohol

If you require support around drug or alcohol misuse Gateshead Evolve can help. You can refer yourself to the service by calling 0191 594 7821 or email . Alternatively you can speak to your GP. We have two recovery support workers based in the practice.

Antenatal clinic

If you think you may be pregnant you can hand in a specimen of urine at reception to be tested without seeing a GP or nurse if you wish. Your results will usually be available within 48 hours. You can then make an appointment to see the midwife to be booked in for antenatal care or book an appointment to see the GP if you would like to discuss any concerns or if you do not wish to carry on the pregnancy.

Nursing Home Reviews

Reviews are carried out on all patients residing in nursing homes, our practice nurse will visit to do long term condition reviews and our Healthcare Assistant and Primary Care Navigator will visit to carry out over 75 checks.

Palliative Care

We provide palliative care to our patients who require this, in conjunction with our colleagues in the District Nursing and Macmillan services. The practice will provide patients with physical, psychological and social support during terminal illness.

Interpreters and translators

If you require an interpreter please let our receptionist know when booking your appointment. If you require a document translated into another language, brail, or put onto a CD please contact the Practice Manager.

Accessible Information Standard

By 1April 2016 all organisations that provide NHS or publicly funded adult social care must identify and record information and communication needs with service users:

• At the first interaction or registration with their service
• As part of on-going routine interaction with the service by existing service users.
• By 31July 2016 all organisations that provide NHS or publicly funded adult social care must have fully implemented and conform to the Accessible information Standard.

What does this mean for you?