Version 2- Published 12/12/14

Practice information

For our patients

The Medical Centre Group themedicalcentregroup.co.uk

The Medical Centre 10a Northumberland Court

Shepway Maidstone Kent ME15 7LN

Tel: 01622 753920 Fax: 01622 692747

Grove Green Medical Centre The Spires Medical Centre

Unit 1 Minor Centre Chiltern Close Grove Green, Kent ME14 5TQ Downswood, Kent ME15 8XG

Tel: 01622 734775 Tel: 01622 862759 Fax: 01622 730493

Dr Singh, Dr Goncaras, Dr Akhtar, Dr Bonchev, Dr Marangoz,Dr Sharma, Dr

Bhattacharjee, Dr Flitman, Dr Mulvihill (GP Registrar)

Ample parking is available at all surgeries.

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WELCOME TO THE MEDICAL CENTRE

The aim of this practice is to provide patients with the best possible standards of care advice and support.

This booklet aims to offer patients a useful source of information about the practice for when you need our help. While we have endeavoured to ensure the booklet is up to date, there will inevitably be surgery changes, which we will update, in subsequent editions. What we will do for you Ensure full confidentiality in respect of all aspects of your medical history and

ongoing care. Treat you as individuals and partners in your healthcare, irrespective of your

ethnicity, religious or cultural beliefs. Ensure you have the fullest information available on the services we offer.

Every effort will be made to ensure you receive the information which directly affects your health and the care being given.

Ensure you receive advice and information on steps you can take to promote good health and avoid illness.

Treat you with respect and courtesy at all times. Take notice of your positive constructive views in improving our services.

We are open to suggestions on ways this publication and the services we offer can be improved, so feel free to write any suggestions or recommendations you may have.

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THE GENERAL PRACTITIONERS Dr K Singh (M) MBBS (Delhi) First Registered 1976, LRCP, LRCS, LRCPS (Glasgow & Edin.) FP Cert, PG Dip Card., MRCGP Dr L Goncaras (M) MSc (Kaunus University of Medicine, Lithuania) First Registered 2003, MD (Kaunus University of Medicine, Lithuania), PG Dip. Medicine (UK), Pg Dip. Presc. UK, MRCGP Dr F Akhtar (F) MBBS (Pakistan), First Registered 1988, DRCOG (2008), nMRCGP Dr S Bonchev (M) Magistar (Physician) 1980 (Sofia Medical University Bulgaria), MD

External Medicine 1986 (Bulgaria), MD (Toxicology) 1990 (Bulgaria), Master of Family Medicine 2010 (Australia)

Dr F Marangoz (M) MBBS (Ukraine) First Registered June 1999, Cert General Surgery 2001, DFFP 2007, CoBC Acupuncture 2010

Dr Sharma (F) BSc (1st Class Hons) Pharmacology 2002, MBBS 2005, nMRCGP 2010, Dip RCOG, 2012

Dr M Flitman (M) BSC (Hons) 2002 (Biochemistry with Medical Biosciences), MBBS 2007, MRCGP 2013.

Dr P Bhattacharjee (F) MBBS (1995), MD (Radiation Oncology) 2000, King Georges Medical College, Lucknow, India, MRCGP 2014

Dr J Mulvihill (F) BSc Pharmacology Kings College London 2003, MBChB University of Liverpool 2008

GP Training Practice This practice has been accredited as being suitable for the training of those doctors intending to become general practitioners. This means that the practice and doctors have had to achieve a number of standards which have been assessed by the GP Deanery for Kent, Surrey and Sussex, acting on behalf of the national organisation (The Postgraduate Medical Education Board). These are some points for your information:

Those doctors training to become GP’s are called GP Registrars. The GP Registrar is a fully qualified doctor who is likely to have a lot of experience of

hospital medicine. If you are seeing this doctor you can expect to receive the quality of service you would from your own GP. If you have any concerns please mention this to a member of staff.

In order for the GP Registrars to successfully complete their training they need to be assessed on their consulting skills. This is done by the appointed assessors viewing a video of the Registrars consultations. You may be asked for your permission to have your consultation recorded in this way. If you agree, you will need to give your written permission and there is a consent form available at the desk, which will be offered. If the doctor appears to be recording your consultation and you have not signed a consent form, then you should indicate this to him or her immediately. The recording will be used for educational purposes only. Further information about this process and the confidentiality of it, can be obtained from the reception staff.

Sometimes Foundation 2 doctors are also trained and supported in the practice. They are attached to the practice for 4 months and patients find their fresh enthusiastic approach adds to the healthcare we provide.

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PRACTICE STAFF

Nurses Practice Nurse Manager: Margaret White Practice Nurse Practitioner: Beverley Drake Practice Nurses: Phillipa Ackerley

Marina Goodinson Jo Withrington Emma Holloway Health Care Assistant: Heather Ray Deborah Usoh Midwife: Amanda Alderson District Nurses are responsible for domiciliary care of practice patients. The surgery can contact the nurses on the patient’s behalf. The Health Visitors team work from Molehill Copse Clinic, Hereford Road, Shepway, Maidstone and can be contacted on 01622 225800 ADMINISTRATION STAFF Practice Manager: Bhupi Singh Business Manager: Christine Bruce Deputy Practice Manager: Mary Attwell Reception Manager: Vikki Parkinson Administrators: Dave Logue Natalie Wyles Receptionists: Margaret Thurgood, Tina Azzopardi, Tina

Rodriguez, Laura Newell, Paula Mingay, Kayleigh Gilham, Julieann Harvanko – Jarvis, Helen White, Helen Matthews, Kirsty Gwaspari.

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SURGERY OPENING TIMES

Shepway: The Spires Grove Green

Mon: 8.30 – 6pm Mon: Administration only Mon: 8.30 – 6pm

(Closed 1.00 – 2.00 pm) (Closed 1.00 – 2.00 pm)

Tue: 8.30 – 6pm Tue: Administration only Tue: 8.30 – 6pm

(Closed 1.00 – 2.00 pm) (Closed 1.00 – 2.00 pm)

Wed: 8.30 – 6pm Wed: Administration only Wed: 8.30 – 1pm

(Closed 1.00 – 2.00 pm)

Thur: 8.30 – 1pm Thur: Administration only Thur: 8.30 – 6pm

(Closed 1.00 – 2.00 pm)

Fri: 8.30 – 6pm Fri: Administration only Fri: 8.30 – 6pm

(Closed 1.00 – 2.00 pm) (Closed 1.00 – 2.00 pm)

EXTENDED OPENING HOURS

Sat: Closed Sat: Closed Sat: Sat:8.30– 1pm (Pre Booked Appts only)

During the building extension works to improve facilities at your Shepway surgery, Saturday morning appointments will be seen at Grove Green.

Until further notice the Spires branch will operate as an administrative centre

only.

Surgeries can be contacted at any time during normal opening hours. For emergencies outside normal hours please call your usual surgery number (Shepway 01622 753920, Grove Green 01622 734775 and Downswood 01622

862759), where you will be directed to appropriate assistance. The answer service is for information only so please do not leave messages as

they will not be answered.

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HOW TO REGISTER WITH THE SURGERY Our practice catchment area is attached at the rear of this booklet. We are able to accept patients from within this boundary. Patients wishing to register with any of the listed surgeries, will be asked to complete an application form and questionnaire. Please read and complete these forms carefully and completely. Failure to do so will delay the processing of your application. Please note that applications to register cannot be dealt with immediately and will usually take a few days to process; after which time we will contact you. Following registration all patients over the age of five will be invited to attend a health check with one of our nurses. ROUTINE APPOINTMENTS Attendance at the surgery is by appointment only. For urgent appointments please call us as early as possible. Please note your appointment slot is intended as a guide. It may not always be possible to stick rigidly to these times. Some appointment slots are held back on a daily basis to cater for emergency patient needs. Every effort will be made to ensure that you are seen by a doctor, or given a telephone consultation as soon as possible. However if a specific Dr is requested at booking there may be a delay. If your consultation may involve a blood test please ensure you make an appointment before 11.15 am at Grove Green and 12.00 pm at Shepway. Your Dr will advise you of your future review arrangements. ROUTINE TESTS AND INVESTIGATIONS Test results take time to reach us, so please do not ring us before you have been asked to do so and in any event after 11.00 am. Enquiries about tests ordered by a hospital should be directed to the hospital and not the practice. THE TRIAGE SYSTEM We offer our patients a triage system, permitting them to make use of a telephone consultation. We often find that minor and / or straightforward matters can be dealt with efficiently and quickly over the telephone, saving time for the patient, and valuable appointment space for the surgery. When phoning to book an appointment with the doctor, our receptionist may ask if we are able to help over the telephone. If you are happy to do this they will ask you for a few details and you will receive a telephone call from a member of staff before the end of the surgery. If you do need to see a doctor then of course every endeavour will be made to book you in as soon as possible. TELEPHONE ACCESS TO DOCTORS AND NURSES Our office hours are from 8.30am until 6pm excluding closure times as listed on page 5 of this booklet. Patients can contact the surgeries at any time during opening hours to speak to the doctor or nurse. Should the clinician be in surgery, all messages for the doctors and nurses are recorded on their appointment screen and they will return the patients call as soon as possible. HOME VISITS Requests for home visits are screened by the doctor. Home visits are only made if the doctor decides that the patient is too seriously ill to travel or is housebound and needs to be seen at home. Wherever possible, please make requests for visits between 9.00 and 11.00am as this helps the doctors to plan their work for the rest of the day.

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OUT OF HOURS Please ring your usual surgery number (Shepway 01622 753920, Grove Green 01622 734775 and Downswood 01622 862759) which will give you access to telephone messages advising of emergency and out of hours service contact numbers. For emergency dental matters please contact Dentaline on 01634 890300. FITNESS FOR WORK CERTIFICATES You do not require a doctor’s fitness for work certificate for any illness lasting seven days or less. Your employer may, however, require you to complete a self – certification form (SC1) which is available from your employer or at any of the surgeries. For any illness lasting longer than seven days you will need to see the doctor for him / her to issue a fitness for work certificate (Med 3). Please request any subsequent renewals of the certificate in writing; you will then be informed if the doctor needs to see you again. PRESCRIPTION REQUESTS To avoid errors, requests for medication are not accepted over the telephone. Repeat prescriptions can be ordered through surgery receptions and via the surgery website. Please note that we require 2 full working days to process your repeat prescription. Please do not ask the reception staff to rush it through for you, it may seem like a small matter to request us to deal with one prescription urgently, but we have a large volume of prescriptions to deal with on a daily basis. We cannot treat late requests for repeat medication as an emergency unless medically necessary.

Prescription requests

reaching us on: Will be sent to the chemist * on:

Monday Wednesday afternoon

Tuesday Thursday afternoon

Wednesday Friday afternoon

Thursday Monday afternoon

Friday Tuesday afternoon

Saturday (via post box) Wednesday afternoon

Sunday (via post box) Wednesday afternoon

* Please note that the chemist requires a further 24 hours to process your prescription

When presenting a repeat prescription request it should be noted that patients have the option of collecting the prescription from the surgery or have it sent to one of the chemists at Shepway, Downswood or Grove Green. All requests should be clearly marked with their preference but please allow an additional 24 hours to the above. If you wish to have your prescription posted to you then please supply a stamped, addressed envelope and mark your request clearly. (Please allow for postal delays). If you need to have your medication delivered you will need to arrange this with the chemist. If you have been issued with one, please use your repeat prescription request slip to re – order your medication. If you do not have one then please write your request clearly on a piece of paper along with your name, telephone number and date of birth.

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When coming to the surgery to order a prescription please ensure that you know exactly what medications you need. Please do not ask the receptionist to look this information up for you or assume that staff will be aware of your needs. If we have not issued you with the medication you are requesting before, then please inform us why you are requesting it and by whom it was previously recommended or prescribed. MINOR SURGERY Minor surgery clinics are held regularly and patients are invited from a waiting list. When deemed necessary we can also refer patients to hospital for minor surgery procedures. MATERNITY AND FAMILY PLANNING The practice offers maternity, family planning and sexual health services including preconception advice, coil and implanon fitting. Confidentiality remains our priority with regards to contraception, chlamydia testing, termination and general advice on safer sex. CHILD HEALTH We offer developmental advice on child health and immunisations. Current immunisation schedules are available from reception on request. Consultations with children would normally require the parent to be in attendance. If however prior written authority and consent is provided it is acceptable for the consultation to take place in the presence of a named responsible adult. SPECIALIST CLINICS In addition to all the above services, the doctors and / or practice nurse provide various other clinics as an additional service to our patients. Appointments for these clinics can be made through reception. The practice actively promotes care and will contact patients when their annual checks are due. Additional clinics include:

Well person check ups, Diabetes, Hypertension, Rheumatoid Arthritis, Stroke, Heart Disease, Kidney Disease and Asthma / COPD monitoring.

Additional services include: Comprehensive Holiday Immunisation Advice (Yellow Fever Registered Centre), Insulin

Conversion, Smoking Cessation Support and Advice, Alcohol and Drug Dependency Advice, Advice on Dealing with Anxiety and Stress and Dementia Care (Admiral Nurses)

PRIVATE MEDICAL EXAMINATIONS In addition to our NHS contract, the practice offers some private medical services, such as the completion of medical reports and examinations for external organisations. These services incur charges, as they are not part of the Practices commitment to their NHS contract. All enquiries regarding these services should be made to the receptionist. CARERS If you look after a relative or friend who has an illness, disability or frailty and who could not manage without your help, then you are a carer. You may have a friend or relative who regularly helps you with washing, dressing, preparing meals or running your home – they are your carer. We would like to know who the carers are amongst our patients so that we can provide them with support. Please speak with the reception staff for more information.

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MEDICAL INFORMATION AND CONFIDENTIALITY Everyone working with your information has a legal duty to keep it confidential and therefore all patient records held on file, either on paper or computer, are strictly confidential. However, on occasions it is necessary for certain information to be passed to associated personnel in other medical concerns as well as the National Health Service at large. The principal organisations with which your information may be shared are: Hospital, Community and Mental Health Trusts Primary Care Trusts / Clinical Commissioning Group (PCTs & CCG’s)

General Practitioners (GPs) Ambulance Services and Social Services (if they are involved in your care) These occasions are usually in respect of referrals for other appointments and consultations, or for blood, or other specimen testing. We may be referring you to other clinics, hospitals, test centres or related professionals such as Physiotherapists, Chiropractors, Chiropodists etc, and it is essential that some information be sent with your referral. The Practice promises to send only the detail relevant to the referral. Your information is subject to strict agreements describing how it will be used and only if necessary for your care and may be shared with:

Local Authorities NHS Common Services Agencies Voluntary Organisations and other care providers Should you have any concerns relating to this policy, please do not hesitate to ask a member of our staff. CHAPERONES (accompanied appointments) There are occasions when patients need to be examined by a doctor which may involve intimate examinations. If an examination has to be carried out by a male doctor, to a female patient and the surgery is unable to provide one then an alternative appointment can be offered. Further information regarding chaperones is on display in each surgery. FREEDOM OF INFORMATION – PUBLICATION SCHEME The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception or alternatively by downloading from our website. VISIT OUR WEBSITE www.themedicalcentregroup.co.uk The surgery website is a most effective way of giving our patients access to help and the latest information 24 hours a day, seven days a week. It contains complete information about all the services we offer. It also details how the practice is organised and introduces our doctors and other medical and administrative staff. Repeat prescriptions can also be ordered through the website.

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WHAT YOU CAN DO FOR US

Let us know if you change your name, address or telephone number.

Do everything you can to keep your appointment at the practice and be on time. Ask for home visits from a Dr only when the person is too ill to visit the surgery and is

housebound. Whenever possible make requests for home visits between 9.00 and 11.00am so the doctor can plan the rest of his day.

Avoid calling the surgery during the peak morning periods for non-urgent matters.

Remember to allow two full working days for repeat prescriptions (this does not include the time needed by the Pharmacy to prepare your prescription).

While you are with the doctor ensure you bring out all relevant issues prior to an examination which will greatly aid the diagnosis.

Treat all practice staff with courtesy and respect. The practice operates a zero tolerance to aggressive and abusive behaviour and gestures. Any such behaviour whether in person or by telephone may result in the removal of the patient from the practice lists.

Ensure that you fully understand the information given to you by the practice staff. Do not hesitate to ask if you are unsure on any matter relating to your health, care or treatment.

Respect the comfort and privacy of other patients. Remember that you are responsible for your own health and the health of your children.

We will always endeavour to give you our best professional advice, so please act upon it.

Bring to our attention any areas of concern you have with the service you have received and offer up any suggestions or recommendations you may have that may aid us in maintaining the standard of service we aim to offer you.

PATIENT PARTCIPATION GROUP (PPG) Our PPG has the following patient representatives who work with the practice to provide practical support, to help patients to take more responsibility for their own health. Our PPG aims to improve communication within the community through newsletters and websites; organise health promotion events; run services to meet local needs; provide strategic advice and carry out research & support the practice in its dealings with other bodies. The patient representatives are: Mr Adrian White, Mr Dilip Patel, Mr Tony Broadrick, Mr Mark Solly, Mrs June Walters, Mrs Kirsty Gwaspari & Mrs Karin Clement. The above members can be contacted by emailing themedicalcentreppg@nhs.net to offer your ideas and support for improving patient services or in fact if you wish to become a member of the PPG. Further details of the PPG can be found on our website www.themedicalcentregroup.co.uk where ‘sign up’ forms are available for Patient Reference volunteers. SUGGESTIONS AND COMPLAINTS We hope that you find our services efficient, accessible and relevant to your needs. We welcome any suggestion you may have for improvements, for which you may speak to your doctor, the practice manager, or any business manager. If you unfortunately wish to lodge a complaint against any member of staff, or any matter concerning the practice, then please let the practice manager know.

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USEFUL TELEPHONE NUMBERS Local Pharmacies Lloyds Pharmacy, Shepway 01622 751251 Lloyds Pharmacy, Grove Green 01622 739927 Lloyds Pharmacy, Park Wood 01622 755587 The Spires Pharmacy, Downswood 01622 862840 Morrisons Pharmacy, Shepway 01622 681750 Hospitals Maidstone General Hospital 01622 729000 Preston Hall Hospital 01622 710161 Somerfield Hospital 01622 208000 The Alexandra Hospital 01634 687166 Medway Maritime Hospital 01634 830000 Heart of Kent Hospice 01622 792200 Patient Transport 01622 791472 Clinics GU Clinic, Preston Hall 01622 225713 Molehill Copse Clinic 01622 225800 Foster Street Family Planning Clinic 01622 226071

OTHER TELEPHONE NUMBERS FOR SOURCES OF ADVICE AND SUPPORT

NHS 111 Age Concern 01622 753618 Alcoholics Anonymous 0845 7697555 Childline 0800 1111 Citizens Advice Bureau 01622 752420 Cornerstone 01622 690944 Cruse Bereavement Care 01622 671011 NSPCC Helpline 0808 800 5000 Police 01622 690690 Relate Marriage Guidance 0300 100 1234 Salvation Army 01622 681808 Samaritans 08457 909090 Social Services 01622 691640 Victim Support Scheme 0845 3030900

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How to find us

Northumberland Road ME15 7LN 01622 753920

Grove Green ME14 5TQ 01622 734775

Downswood ME15 8XG 01622 862759