welcome to billesdon surgery and its branch at bushby · rachael plews - practice administrator...
TRANSCRIPT
Welcome to Billesdon Surgery
and its branch at Bushby
Visit our website:
www.billesdonsurgery.co.uk
Contact us
Billesdon Main Surgery
Reception - (0116) 259 6206 option 1
8.00am to 6.30pm, Monday to Friday
Dispensary - (0116) 259 6206 option 2
11.00am to 1pm, Monday to Friday
Bushby Branch Surgery
Switchboard - (0116) 241 4956
8.00am to 12.30pm, Monday to Friday
Health Visitor
(0116) 259 6739
District Nurses
0300 300 7777
Midwife
(01858) 43 81 42
Services
Doctors
General Medical Services
Annual Chronic Disease Reviews
Minor Surgery & Cryocautery
Antenatal & Postnatal Care
Child Health Surveillance
Family Planning
Cervical Smears
Health Promotion
Private Medical Reports & Licenses
Health Care Assistant
New Patient Health Checks Urinalysis
NHS Health Checks 24hr BP
Blood Pressure Checks ECG
Ear Irrigation Wound Care
DOAC/INR Monitoring Phlebotomy
Midwife
Health Visitor
District Nurses
Diabetes Specialist Nurse
Mental Health Facilitator
Social Prescriber
Therapists
High Intensity Therapy
Low Intensity Therapy
Practice Nurses
Travel Information for Patients
Annual Chronic Disease Reviews
Phlebotomy
Injections, Immunisation & Vaccinations
Travel Clinic*
Blood Pressure Checks
INR Testing & Dosing
Cervical Smears
Minor Injuries
Removal of Stitches
Dressings
Ear Syringing
Family Planning
ECG’s
Spirometry
New Patient Health Checks
* Some travel vaccines are provided by the NHS, others are available as a private service for a fee. The Practice Nurse will be able to explain further.
Meet the Doctors
Dr Stephen Cooke Dr Rachel Peters
MBBS (1984), MRCGP, DRCOG MBChB (2001), MRCP, MRCGP (Merit), DPDerm BSc Hons (RGN)
Dr Henrietta Burton Dr Sarah Batchelor
MBChB (1998), MRCGP, DRCOG, DFFP MBChB, MRCGP, PGCME
Dr Shahid Amin Dr Michelle Egan
MBChB (2003), MRCGP, PhD (Chemistry) MBChB (2009), MRCGP
Dr Richard Wardle Registrars
MBChB (2014), MRCGP, M PHARM Our GP registrars (who are fully qualified doctors specialising in training in General Practice) consult independently under the supervision of their trainer, Dr Sarah Batchelor.
Meet the Staff
Directly employed staff
Julie Smith - Practice Manager Tricia Bradfield - Reception/Secretarial & Phlebotomist
Charlotte Dickens - Assistant Practice Manager Anna De Blasio - Reception/Secretarial
Daniel May - Information Officer Anna Sharpe - Reception/Secretarial
Rachael Plews - Practice Administrator Becky Johnson - Reception/Secretarial
Joanne Brown - Reception/Secretarial
Jenny Hewitt - Reception/Secretarial
Julie Milne - Dispensary Manager Jackie Chown DipHE, RN, BSc Hons – Lead Practice Nurse
Rose Parker - Dispenser Trish Crabtree RGN - Practice Nurse
Donna Norman - Dispenser Kaniz Hodgkinson EN, RN, ENB998, V300 - Practice Nurse
Laura Maynard - Dispenser Jane Corrigan Level 3 Diploma Healthcare Clinical Support
Lucy Brown - Trainee Dispenser - Health Care Assistant (HCA)
Attached Staff
Cathy Weston - Health Visitor Julie Winfield - Low Intensity Therapist
Sally Sim - Midwife Hashim Sindhi - Pharmacist
Cherie Smythe - Mental Health Facilitator Harjit Kooner - Pharmacist
Gillian Harris - Specialist Diabetic Nurse Jenny Curtin - Social Prescriber
Michelle Smith - High Intensity Therapist Beth Dawkins - Social Prescriber
Service Times
The surgery is open from 8:00am to 6.30pm and the following service times:
Billesdon Main Surgery
Doctor’s triage surgeries 8.00am to 1.00pm Monday to Friday
Doctor’s appointments 2.00pm to 6.30pm Monday to Friday
Nurse/HCA appointments 8.00am to 1.00pm Monday to Friday
2.00pm to 6.30pm Monday to Friday
Due to the Covid-19 outbreak Open Surgery has been replaced with telephone triage
Please call at 8am to book a telephone call back consultation with a doctor.
Dispensary 8.30am to 6.30pm Monday to Friday
Midwife
Minor Operations
Mental Health Facilitator
Bushby Branch Surgery
Doctor’s triage surgeries 8.00am to 12.30pm Monday to Friday
Nurse/HCA appointments 8.00am to 12.30pm Monday to Friday
Due to Covid-19 Bushby is only seeing pre-booked patients
Other services are available. Please visit our website at www.BillesdonSurgery.co.uk
for up to date information
New Patients
We can only accept new patients who live in our practice area.
If you would like to join the practice please complete a New
Patient Registration form, you can pick one up from reception
or download one from our website.
We have allocated a named accountable GP for everyone at
the surgery in accordance with NHS General Medical Services
(GMS) guidance. This does not mean you will only be able to
see one particular doctor when attending the surgery, you are
free to see any available doctor.
A practice area catchment tool is available on our website.
Patients aged 16 to 74 who have not been seen within three
years of registering can make an appointment for a
consultation. Patients aged 75 and over who have not been
seen within 12 months of registering can make an appointment
for a consultation.
Zero Tolerance
Billesdon Surgery operates a Zero Tolerance policy towards verbal or physical abuse towards any member of our
staff. Patients are asked to be considerate and act reasonably. All incidents will be followed up and you will be
sent a formal warning or removed from the practice list if your behaviour has been deemed ‘violent’. We will have
no hesitation in having you removed from the building by the police should your behaviour warrant it.
Did Not Attend (DNA) Policy
Patients who miss an appointment in the last seven days without informing the surgery will be sent a letter
reminding them to cancel appointments if they are unable to attend. We may telephone patients to ask that they
only make appointments they can keep in future or attend the open surgery.
Accessibility
Billesdon Surgery has level access at the rear of the building for wheelchairs. All consultation rooms are on the
ground floor.
Home Visits
Home visits are intended for those who are housebound. Patients are initially asked if they are able come to Open
Surgery. Requests for home visits before 10am will be passed to the on-call doctor. For requests after 10am
patients will be asked to telephone the following morning unless urgent (or next available working day) before
10am. Final decision to accept a home visit is always at the doctor’s discretion.
Privacy Policy
We share relevant information from your medical record with other health or social care staff or organisations
when they provide you with care. For example, your GP will share information when they refer you to a specialist
in a hospital. Or your GP will send details about your prescription to your nominated pharmacy.
Healthcare staff working for A&E and Out of Hours care will also have access to your information. For example, it
is important that staff who are treating you in an emergency know if you have any allergic reactions. This will
involve the use of your Summary Care Record. For more information see: https://digital.nhs.uk/summary-care-
records.
You have the right to object to information being shared for your own care. Please speak to the practice if you
wish to object. You also have the right to have any mistakes or errors corrected.
For a more detailed overview of our Privacy Policy and Privacy Statement please visit our website at
www.billesdonsurgery.co.uk.
Other Contacts
East Leicestershire and Rutland Clinical Commissioning Group (ELR CCG)
https://eastleicestershireandrutlandccg.nhs.uk/
0116 295 7572
NHS East Leicestershire and Rutland CCG, Leicestershire County Council, Room G30, Pen Lloyd Building,
County Hall, Glenfield, Leicester LE3 8TB
NHS England
https://www.england.nhs.uk/
0300 311 22 33
NHS England, Legal Team, 4W08 4th Floor, Quarry House, Leeds LS2 7UE
NHS
https://www.nhs.uk/
Care Quality Commission (CQC)
Complains & Feedback
How to make a complaint
At Billesdon Surgery we take complaints very
seriously and try to ensure that you are pleased
with your experience of our service.
Complains are dealt courteously and promptly
so that the matter is resolved as quickly as
possible. This procedure is based on these
objectives.
Our aim is to react to complaints in the way in
which we would want our complaint about a
service to be handled. We learn from every
mistake that we make and respond to your
complaints in a caring and sensitive way.
To make a complaint please pick up a Patient
Complaint Form. You can also find more details
about our complaints procedure, which includes
further information about how we handle your
complaint, on our website.
The persons responsible for dealing with all
complaints is Dr Cooke or the practice manager.
We will acknowledge your complaint in writing
normally within three working days. We will
seek to investigate the complaint within ten
working days of receipt to give an explanation
of the circumstances which led to the
complaint. If you do not wish to meet us, then
we will attempt to talk to you on the telephone.
If we are unable to investigate the complaint
within ten working days we will notify you,
giving reasons for the delay and a likely period
within which the investigation will be
completed.
We will confirm the decision about the
complaint in writing immediately after
completing our investigation. Proper and
comprehensive records are kept of any
complaint received.
If you are not satisfied with the result of our
procedures then a complaint may be made to:
Health Service Ombudsman
The Parliamentary and Health Service
Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
The Patient Advice and Liasion Service (PALS)
Email: [email protected]
Tel: 0116 295 0830
NHS England
NHS England
PO Box 16738
Redditch
B97 9PT
Tel: 0300 3112233
Email: [email protected]
February 2021