Services does the Practice Offer?
General Medical Services
The Anerley Surgery practice has a (GMS) General Medical Service contract with the National Health Service (NHS) England, to provide full range of medical services.
- What services does the practice offer?
The General Practitioners, Practice Nurse and the Practice staff together with the assistance of the community nurses provide a complete range of medical services.
These are as follows:
- General medical Consultation, Investigations, Diagnosis and Treatment.
- Maternity Services and Free Pregnancy Testing
- Child Health Surveillance and Primary immunisations
- Family Planning & Contraceptive Services
- Cervical Cytology
- Immunisations & Vaccinations
- Well Person Clinic
- NHS health checks
- Weight Monitoring
- Suture removal and Wound Dressing
- Travel Vaccinations and advice
- Disease Management Clinics:
- Chronic Obstructive Pulmonary Disease with Spirometry
- Hypertension and Coronary Heart Disease
In addition, the GP offers some medical services which are not available on the NHS, e.g. HGV/PCV medicals, insurance medicals and private medical certificates some surgical and gynaecological minor operations.
The doctors charge a fee (as recommended by the British Medical Association) for these services. The reception staff will advise you in advance if you request a service for which there is a fee.
We will be pleased to see anyone staying with, or visiting you, if they require a doctor or a nurse and cannot get to their own medical practice due to distance.
We believe that most problems are better dealt with at the surgery if at all possible, but we are always pleased to see our patients at home if they are too ill or inform to visit the surgery. All we ask is that requests are made before 10 a.m. if possible.
If you would like to speak to either a doctor or a nurse, please leave brief details and your contact number with the receptionist and we will ring you back at a convenient time or arrange a telephone consultation.
Our practice also offers telephone consultations if you do not need to be examined by the GP. You will be given a time that the GP will call you for your consultation.
If you are over the age of 75, or you have not had an appointment with the doctor for three years, you may request a health check with the practice nurse.
We offer health checks to those over the age of 40. If you have not had one, please make an appointment.
All women are offered a health check including cervical, breast and blood pressure checks, as well as general health advice. Women are recommended to have regular cervical smears to check the neck of the womb (the cervix) is healthy and that there are no changes that could develop into cancer. We recommend that these checks be carried out between the ages of 25-50 years, and five yearly between 50-65 years.
For older women, advice is available on the menopause and the prevention of osteoporosis (thinning of the bones).
Ante Natal Services
Are you planning to have a baby?
Care of your child begins before you get pregnant. Make sure that your immunisations are up to date and you have had your routine smear test. Have you been screened for Rubella (German measles)? Take extra folic acid (available as Pre-Conceive from your chemist) to try to prevent Spinal Bifida. If you smoke, you should stop, or at least try to cut down, for the sake of your baby’s health. If you think you are pregnant, please make an early appointment with the doctor to discuss the management of your pregnancy.
During your appointment with a doctor or nurse, you are welcome to ask for a chaperone. This will usually be the nurse, however if a nurse is unavailable, another staff member can chaperone with your agreement.
There are many options available to order your repeat prescriptions:
· Tick the appropriate medications on your computer request slip and hand it in
· Send the slip to the practice for collection
· Send to the slip with a SAE to be posted back to you
· Prescriptions can be issued to a elected pharmacist Electronically. Please ask reception for more details.
· The local pharmacies provide a free pick-up service
· The local pharmacies also provide a free delivery service to those who need it
Please allow 48 hours for regular repeated items. We generally give 8 weeks medication at a time.
Choose and Book
Choose and Book is one of the first initiatives by the NHS to allow patients to be more involved in taking decisions and making choices about their healthcare. If a doctor refers you for secondary care, you will be informed of your choice of hospital/healthcare provider.
· Choose and Book will enable patients to choose a convenient place, date and time for their initial hospital appointment. Patients will be able to choose from one to four hospitals (or other healthcare providing facilities) commissioned by NHS England.
· Information on these hospitals will be provided to GP staff and patients at www.nhs.uk to enable them to choose.
You should always notify the surgery should you need to cancel or re-arrange your appointment to allow re-booking for our other patients. If a doctor or nurse has asked you to return for another appointment as soon as possible, remember to attend.
Our surgery has suitable access for disabled patients and all patient areas including consulting rooms and toilets have wheel chair access.
Special toilet facilities are built into the surgery and there are no steps. We have a hydraulic couch in the clinical treatment room to provide comfortable examination facilities for the elderly or disabled. Parking spaces are located near to the main entrance.
We are interested in identifying carers, especially those people who, whatever their age, may be caring without help or support. We know that carers are often “hidden” looking after a family member or helping a friend or neighbour with daily tasks and may not see themselves as a carer. Please provide a telephone number if you are a carer.
Caring for someone is an important and valuable role in the community, which is often a 24-hour job that can be very demanding and isolating for the carer. Carers should receive appropriate support by way of access to accurate information on a range of topics such as entitlement to benefits and respite care, and not least, a listening ear when things get too much. As a carer, you are also entitled to have your needs assessed by Social Services. A Carer’s Assessment is a chance to talk about your needs as a carer and the possible ways help could be given. It also looks at the needs of the person you care for. There is no charge for an assessment.
Access to your Medical Record
All patients have the right to see what is kept on their medical record. If you want to view your record, please make a written request to the practice manager. You are also entitled to receive a copy of the information you have seen; please note that a charge is made for the administration and time involved.
Should your doctor decide that seeing your records might put your health at risk, you may only be shown parts of your record, or your request may be declined.
Sharing your Medical Records
In some instances, you may be receiving care from other people as well as the NHS. We may need to share some information about you with them, so that we can all work together for your benefit. Anyone who receives confidential information about you from us is under legal duty of confidence. Unless there are exceptional circumstances, for example, when the health of safety of others is at risk, we will not disclose your information to third parties without your permission.
In certain circumstances, we are required by law to report information if you want us to.
You may ask us to share your health record with agencies, e.g. solicitors, insurance companies, only with your written consent. You may ask to view this information before it is provided.
The practice records the majority of the information it obtains about the patients in a computerised record. The system used by the practice is part of the NHS National Programme for IT (NPfIT).
Access to patient identifiable information is strictly controlled by local and national confidentiality controls. Access is only allowed to people directly involved in their care.
The practice takes confidentiality very seriously and maintains strict controls over access to information. Please contact the Practice Manager if you have any concerns over the management of your confidential information.
Confidentiality for the under 16’s
Teenagers are entitled to the same confidentiality as adults; this includes children over thirteen years of age providing the doctor or nurse feels they are capable of making decisions about their own health.
All practice staff, including receptionists, are following strict guidelines to ensure patient confidentiality.
Patients over thirteen are entitled to visit any doctor that is willing to provide contraception services without having to register with that practice.
Violence and Aggression
The Anerley Surgery re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviours and their zero tolerance of any incident that causes hurt, alarm, damage or distress. Appropriate action will be taken by the practice which will involve removal from the practice list and involvement of the police.
Out of Hours
NHS 111 is a new national telephone service being introduced to make it easier for people to access local health services when they have an urgent medical need, but not a life-threatening 999 emergency. It replaces the NHS Direct and previous out of hour service, EMDOC.
NHS Walk-In Centres
There are 90 NHS Walk-In Centres offering fast and convenient access to a range of NHS services, including health information, advice and treatment for a range of minor illnesses (coughs, colds, infections) and minor injuries (strains, sprains, cuts).
They are open from early morning to late evening, seven days a week. The centres are run by experienced NHS nurses, and you don’t need to make an appointment. There are improving the way in which thousands of patients get immediate treatment for troublesome minor health problems or injuries.
Minor Injuries Department and Urgent Care Centre is available at Beckenham Hospital
Patient Satisfaction Report
We will undertake an annual Patient Satisfaction Survey called IPQ – Improving Practice Questionnaire. Patients complete the questionnaire whilst in the practice anonymously and seal them in an envelope which are sent directly to an independent assessor. The results of these surveys are then received by the practice and a comparison is made with previous years and with other medical practices nationally.
Should you wish to make a complaint, please ask to speak to our Practice Manager, Mr Abey. He will record your complaint in writing and ensure that it is fully investigated. If you would like a copy of the complaint procedure, please ask at the desk. If you are unable to resolve your complaint through the practice complaint procedures, you may contact the complaints team at NHS England - see complaints.
GP & Staff Training
To maintain a high standard of care, patients can be confident that all members of the practice team receive regular training and updating.
The Practice Philosophy
We believe in a National Health Service in which we, your family doctors, nurses and staff, play the key role in caring for the wellbeing of the individual and the community.
We value our patient’s dignity as people – their consultations will be in comfortable, friendly and private surroundings.
We value our patients’ time – Patients will not have to wait long before we answer the telephone or to get an appointment with their doctor. When they keep their appointment we will try not to keep them waiting long before they see the doctor. However, some patients may need extra time and your appointment may be delayed. In certain circumstances, if we can save you a journey to the doctor, we will.
We value our staff – we have selected trained staff and we know that when our staff feels happy and valued they give you the best service to our patients.