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Practice Boundary

PRACTICE INFORMATION LEAFLET Palace Road Surgery

3 Palace Road Streatham Hill

London SW2 3DY www.palaceroadsurgery.co.uk

Tel: 020 8674 2083 / 2787 Fax: 020 8674 6040

OPENING TIMES Monday - Friday - 8.00am — 6.30pm

Saturday - 9am—12.30pm

Emergency Number when Surgery is closed: Seldoc: 020 8693 9066

NHS 111 Service Walk in Centre: 2-8 Gradefield Gardens SW16 2ST

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CLINICAL TEAM

Doctors

Dr L Winter (M) Senior GP Partner

MB BS (LONDON 1990)

Dr E Hope (M) Staff GP Partner

(STAAT EXAM MED.(GERMANY) 1994

Dr A PUVINATHAN (M) GP Partner

MBBS (SRI LANKA) DRCOG

LRCP(EDIN) LRSC(EDIN)LRCPS(GLASGOW)

Dr R Cartwright (F) Locum GP

MRCHB 1987 (MANCHESTER) DCH MRCGP DIP PSYCHO-

SEXUAL MEDICINE

Dr M Jamil (M) Locum GP

LMSSA MRCS LRCP JCPTGP, LONDON 1965

Practice Nurses

CYNTHIA LEVER (F) - RGN

JACQUILINE BROUGHTON (F) - RGN

VIVIENNE GOFFEE (F) - RGN

Health Care Assistant & Phlebotomist

MASSIMO GENOVESI (M)

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PRACTICE FACILITIES

DISABLED FACILITIES The following facilities are in place:

Disabled toilet on ground and first floor

Induction loops are available for the hard of hearing

OTHER USEFUL FACILITIES Online booking of appointments and request for repeat

prescriptions

Appointment Reminder service by text

LOCAL PHARMACY TELEPHONE NUMBERS Mannings 020 8674 4391

UTH 020 674 1985

Jacksons 020 8674 6607

Hill Rise 020 8671 1896

New Park 020 8674 6070

Ararshi 020 8670 0973

W. Redpath & Sons 020 8674 1974

Streatham 020 8674 1985

Westbury 020 8769 1919

Boots 020 7274 4281

Prentis 020 8677 3145

Millennium 020 7840 0465

Superdrugs (Streatham) 020 8677 5859

District Nurses 020 3449 4750

Health Visitors 020 3449 4750

NHS Direct 0845 46 47

Patient Advice and Liaison Service 0800 587 8078

Lambeth PCT 020 3049 4444

Lambeth PCT 020 3049 4444

1 Lower Marsh, Waterloo, London, SE1 7NT

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How Your Pharmacist Can Help You

Your Pharmacist can provide you with good advice and practi-

cal support as well as maintaining patient confidentiality at all

times.

You can consult your pharmacist for the following problems:

Coughs & Colds Sore Throats Headaches

Bites and Stings Allergies Rash

Sprains Diarrhoea Mouth Ulcers

Teething Vaginal Thrush Fever

Lambeth residents are able to receive free consultations from

their local pharmacists for a range of common illnesses. If you

do not pay for your prescriptions this service is free with a

voucher available from reception. If you do pay the voucher

entitles you to a free consultation and you will only pay for your

medication.

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ADMINISTRATIVE STAFF

Reception & Administrative Team

PRACTICE MANAGER

Our practice manager will be only too willing to help you with

administrative or non medical aspects of your health and treat-

ment. She is also available, by appointment, to discuss any

suggestions, which may improve our services to you.

RECEPTION AND ADMINISTRATIVE TEAM

All our staff are here to help you and strive to do so. Reception-

ists work on the frontline and are your link with the rest of the

prac-ice. They may need to ask for your medical details in order

to work efficiently. All information given to the will be treated in

confidence and they are bound by the same codes of conduct

as doctors and nurses. The more information you are able to

give to the receptionists the better they will be able to assist

you. The practice secretary deals with the practice’s administra-

tion and support services necessary to run the practice. The

practice co-ordinator manages the intranet and information to

clinicians as well as dealing with aspects of the building includ-

ing maintenance The IT manager deals with all projects and

data systems.

Serv ices P rov ided

Antenatal and Postnatal maternity care

Child Health Services

Adult counselling and psychology & children and young people's therapy

Smoking Cessation

Sexual Health and Family Planning

Cervical Smears

Well Man/Woman Advice

Ear Syringing

Drug and Alcohol Dependency Services

Homeless Services

Minor Surgery

Spirometry

Travel Advice

Holiday Vaccination & Yellow Fever

Diabetes

Asthma

Weight Monitoring

Heart Disease

Physiotherapy

Baby Clinic

Communi ty Serv ices

Blood test service

Smoking Cessation groups

Community Nursing Team

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THE WAY WE WORK

We hope this guide will make it easier for you to make the most of our services.

APPOINTMENT SYSTEM You can book an appointment to see the GP or the nurse by:

Phoning

and coming into the Surgery

Most appointments can be booked up to one month in advance. Up to 50% of

our available appointment slots will be allocated as pre-bookable to accommo-

date those who may not have an urgent need to see the doctor or who may need

to plan their appointments around work or family commitments. We offer GP

and nurses appointments every morning and evening, Monday to Friday.

It is very important that you let us know in good time if you no longer need an

appointment so that someone else may use it.

SEEING THE DOCTOR We feel it is important to provide you with a continuity of care, this means seeing

your usual doctor when you attend the surgery. When booking an appointment

please tell the receptionist who your usual doctor is, if you do not know we can

find this out for you.

HOME VISITS Please reserve requests for home visits for cases that genuinely cannot attend

the surgery such as those involving the elderly or housebound. If you require a

home visit, please phone before 10.30am if possible. The duty doctor will ring

you back to discuss the problem. Please ensure you leave a working telephone

number for the doctor to call you back on.

A doctor can see up to 6 patients in the time that it takes to do one home visit!

SEEING THE NURSE If you are travelling and need advice about immunisations please make an ap-

pointment at least six weeks before your travel date. If you are going to an unu-

sual destination it may be advisable to visit Fit for Travel’s website

www.fitfortravel.nhs.uk where you will find advice on the protection you need. If

you are backpacking or have complex travel arrangements you will need to start

your vaccination 3 months in advance. There is no charge for NHS funded vac-

cines.

We are a designated Yellow Fever Centre

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Diarrhoea and Vomiting:

Adults: Vomiting—Take nothing by mouth for 12 hours then try small,

frequent sips of water every 15—20 minutes, progressing to a

light diet for the next day or two. Most cases settle within 24—

48 hours. If not, contact the doctor.

Diarrhoea—Usually caused by a virus. Your body is doing its

best to eliminate the virus so do not take diarrhoea remedies

as they may actually prolong the illness. A fluid or very light

diet should be taken avoiding any meat based greasy foods or

citrus fruits.

Children and Babies: If your child is experiencing the above do not hesitate to con-

tact your health visitor or doctor for advice. If breast fed, contin-

ue to feed as usual. If bottle fed replace with hydration fluids

for 24 hours. Then give half strength formula (by using half the

amount of powder for the same amount of water) for another

24 hours. For babies under 6 months see the doctor if diar-

rhoea occurs in more than 2 nappies a day, in older infants and

children see the doctor if symptoms do not improve after 24

hours.

Fever in young children: It is usual for children to have high temperatures with minor

illnesses. It may be that this is natures way of doing some

harm to the virus. You can try to cool the child down by:

Dressing lightly, reducing blankets on cots / beds.

Maintaining a high fluid intake

Give paracetamol elixir (calpol) or nurofen

If the child is also coughing, ban smokers from the house.

Sponging with tepid water may only have a minor effect and

can be unpleasant for the child.

Indigestion and Constipation: Indigestion is best treated with some antacid tablets or mixture

For constipation the Chemist can supply a simple laxative

treatment although it is a good idea to eat plenty of fibre rich

foods and to drink around 2 litres of water per day.

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TREATMENT OF MINOR ILLNESSES

Many common complaints can be simply and successfully

treated at home without the need to consult a doctor.

Minor Burns: Immediately submerge in cold water until the pain subsides.

This can take 10—15 mins but is invaluable in diminishing the

damage done.

Unbroken blisters should be left alone or protected if necessary

by a loose, dry dressing.

Large burns or those in which the skin is broken should be

seen by the doctor or nurse. It can be helpful to cover the

wound with cling film until medical help is available. This pro-

tects the wound, prevents infection and it won’t stick.

Sprains: A cold compression (e.g. crushed ice or frozen peas) is invalua-

ble if applied as soon as possible for 15—30 mins Apply a firm

crepe bandage and rest the sprain in an elevated position.

Sprains may take several weeks to heal so try not to provoke

them during this period. Simple painkillers such as paraceta-

mol or Ibuprofen (nurofen) purchased from the chemist is usu-

ally all that is required.

Nose Bleeds: Try to keep your cool in this alarming situation. Sit in a chair,

lean forward with your mouth open. Firm pressure applied with

fingers and thumb below the bone must be maintained without

letting go for ten minutes. Be very gentle afterwards and do not

blow your nose, dab or pick it! Vaseline can soften clots in a

few days time as they harden.

Minor Cuts and Grazes: Clean the wound thoroughly with soap and water. Firm pres-

sure for five minutes will stop most bleeding. A clean, dry

dressing can then be applied.

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REGISTRATION You may register with us as an NHS patient if you are a resident in our catchment

area (shown on the back of this leaflet). You will be required to complete a detailed

health questionnaire so that we may have as much information about your health

as possible. We need to have all the basic information about you on file should you

need a medical report or a form for your insurance company or your employer. We

cannot prescribe medication for you until you have seen a doctor. You can also go

on line (www.palaceroadsurgery.co.uk) and register with us. Once you register on

line you will be contacted and given an appointment for Health Check with a nurse.

OVERSEAS and TEMPORARY VISITORS As a visitor, the doctor can provide you with the necessary treatment free of charge

in an emergency situation only.

If you are a temporary resident in this area (for a period of up to 3 months), and

you are eligible for NHS treatment, we may accept you as a temporary patient.

Your medical records remain with your registered GP but we will provide you with

full medical care whilst you are in the area. If you leave the UK for a period of more

than three months the doctor you have seen is no longer responsible for your medi-

cal care and may not provide repeat medication in your absence.

REPEAT PRESCRIPTIONS & ELECTRONIC PRESCRIPTIONS Requests for repeat prescriptions should be in writing or by ticking the boxes on

your repeat prescription list. You can also request for your repeat prescriptions

online, by fax or by post. Your prescription should be ready within 48 hours from

the time of receipt by the Practice. This does not include weekends and bank holi-

days. Please do not ask your doctor for repeat prescriptions during your appoint-

ment, we need to use your appointment time to your best advantage. We also of-

fer a ‘Collect at the Chemist’ scheme with several local chemists (please ask your

pharmacist for further details). We do not accept requests for repeat prescriptions

over the telephone. You can nominate a pharmacist and have your repeat medica-

tion sent electronically to your chosen pharmacist.

REPEAT DISPENSING If you or someone you care for use the same medicines regularly, you may be able

to benefit from repeat dispensing from the pharmacist. This means you will not

have to visit the surgery or make an appointment to see the GP or Practice nurse

every time you need more medicine and talk them about being set up with

Electronic Prescribing.

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TEST RESULTS The receptionists will be able to give you your test results, provided they have

been seen and acted upon by the GPs or NP. If not they will call you back within

48hours. You will not normally be contacted if your test results are normal. We

cannot give your results to any other member of your family or a friend so please

do not ask them to ring on your behalf.

The receptionist may need to check your identity if you are asking for a result.

Please do not be offended; it is to protect your privacy.

We will not be able to discuss test results between 8.30am —11.30am.

Enquiries regarding test results or any others can only be dealt with between

11.30am—12.30.

SICK NOTES We do not issue NHS medical certificates for a period of illness lasting less than

7 days. Self certification forms, available from reception, should be sufficient for

your employer. If you still require a private medical certificate you will be

charged for this, in line with the current fees recommend by the BMA. A list of

fees is available in reception.

TELEPHONE ADVICE You may telephone the surgery for medical advice between 11:30am-12:30pm.

If the doctor is with a patient you may be asked for your telephone number and

the doctor will call you back after surgery. If your request is very urgent please

tell the receptionist so that he/she can speak to the doctor promptly.

The doctor will assess how your needs can be met so please be ready to come to

the surgery if a face to face consultation is felt to be necessary.

COMPUTER DATA AND CONFIDENTIALITY This practice uses EMIS Software, a computerised medical record system.

Storing records on the computer can help us to monitor and audit our perfor-

mance so that we provide the best possible care.

Your registration details are held on the computer, along with the medical infor-

mation from consultations. We do not pass any information on to a third party

without your written permission.

All this information is covered by the Data Protection Act.

CHANGE OF NAME OR ADDRESS Please let us know if you change your address or telephone number. It is really

important that we have an up to date telephone number preferably a landline.

However, we will call you on your mobile if the matter is urgent.

The practice is linked to the Health Authority for registration details. If we are

not aware of any new details, hospital letters may go to the wrong address.

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RECEPTION AND ADMIN STAFF All our staff are Here To Help You and strive to do so.

Receptionists work on the front line and are your link with the

rest of the practice. They may need to ask for your medical

details in order to work effectively. All information given to

them is treated in confidence and they are bound by the same

codes of conduct as Doctors and Nurses. The more information

you are able to give to the receptionists the better they will be

able to assist you.

The Practice Secretary deals with the Practice’s administration

and support services necessary to run the Practice.

The Practice Co-ordinator manages the intranet, and infor-

mation to clinicians and deals with some aspects of the build-

ing, including maintenance.

The IT manager deals with all IT projects and data systems.

The Data Co-ordinator leads on data integrity and coding.

PARKING There is free parking available in front of the surgery.

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STAFF ROLES AND RESPONSIBILITES

PRACTICE NURSING STAFF We have three Practice Nurses who are trained to do an extensive

number of procedures and tests. They work alongside the doctors,

assist in minor surgery procedures, run chronic condition clinics

for asthma & diabetes, for example and offer a wide range of

other services besides.

Please ask at reception for further details. They are also in attend-

ance at our baby clinic on Wednesdays.

DISTRICT NURSES We have several district nurses attached to our practice. They are

based at Gracefield Gardens, 2-8 Gracefield Gardens London

SW16 2ST and can be contacted on 020 3049 4750 They pro-

vide nursing services to housebound patients. Patients can be

referred to a district nurse by their GPs and Practice Nurses at the

Practice or by the hospital discharge planning team.

HEALTH VISITORS The Health Visitors provide advice and support to parents of new

babies and children under five. They run regular well baby clinics

and see children for development checks and immunisations.

.

PRACTICE MANAGER Our Practice Manager will be only too willing to help you with any

administrative or non-medical aspects of your health and treat-

ment. She is also available, by appointment, to discuss any sug-

gestions, which may improve our service to you.

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SUGGESTIONS AND COMPLAINTS We welcome your comments and suggestions. It is always very useful to

hear from our patients on anything which you are happy about as well as

anything which has caused you concern. Please ask to see the Practice Man-

ager. If you have a complaint or concern about the service you have re-

ceived from any member of staff, please let us know. Your complaint should

be addressed to the Practice Manager, Uma Jesuthasan, in the first instance.

WHAT WE EXPECT FROM YOU We will always do our up most to treat you with courtesy and respect. We

ask you to do the same. We will not tolerate verbal abuse or threatening

behaviour towards any member of our staff. Patients who behave in a threat-

ening or abusive manner may be removed from our list.

WHAT YOU CAN EXPECT FROM US You can expect to be treated with respect and dignity irrespective of your

age, race, gender , sexual orientation or religion. And a well maintained

premises adhering to the infection control policy.

MINOR AILMENT SCHEME

CHAPERONE POLICY Would you like a Chaperone? Do you want someone to stay with you during

your examination? There are occasions when the doctor or nurse needs to

give you a full examination. All patients are entitled to have a chaperone

with them for any physical examination. The chaperone can be a family

member, friend or a member of staff. f you want a member of staff to ac-

company you during the visit please let the receptionist know when you ar-

rive for your appointment. f we can’t provide someone straight away you

may need to return for the examination.

"If your pharmacy that runs such a scheme, the pharmacist will be able

to assess your needs, give you advice, suggest medicines if appropriate,

and refer you to a GP if necessary." When pharmacies provide medi-

cines as part of a minor ailment scheme, you get the medicines on the

NHS.