welcome to lister house surgery
TRANSCRIPT
WELCOME TO
LISTER HOUSE SURGERY
Lister House SurgeryThe Common
HatfieldHerts AL10 0NL
Appointments 0844 576 9870
www.listerhouse.nhs.uk
Lister House Surgery 3
Lister House Surgery
Dr R V Brooks MB BSDr G H Lewis MB, BS, MRCGP, DRCOG, Docc.MedDr M Rajaratnam MB ChBDr Gwen McDowall MB ChB, DRCOG, DFSRHDr R C W Lavelle MB ChB, DRCOG, MRCGP DFSRH Dr Rachel Kinsler MBBS, DCHDr Rachel Williams MBBS, MRCP, MRCGP, DRCOG, DCH, DFSRHDr Anne-Marie Angus MB BS, BSc, MRCP, MRCGP
Practice Manager Mr Bimal Gandhi
Telephone 0844 576 9870
Fax 0844 576 9869
Web site www.listerhouse.nhs.uk
Our modern surgery provides first class premises from which we can work and provide the care for all our patients.
The partners have their own consultation rooms on the ground floor. In addition there are two superbly equipped treatment rooms which are used for our nurse-led clinics. All rooms are equipped with the latest information technology as well as surgical and medical equipment.
Suitable access is provided for disabled people, with a lift to the first floor.
The administration centre of the practice is on the first floor where there is a further consultation room and accommodation for our community based district nurses, health visitors and midwives.
Alongside the reception desk there is an interview room, which offers privacy for patients wishing to discuss personal matters with a member of staff.
PRACTICE AREAThis is a clearly defined area which includes Hatfield, southern Welwyn Garden City and parts of St Albans. A map of the area is on display in reception. Patients living/moving outside of the practice boundaries will need to register with a local doctor.
REgIsTERIng As A PATIEnTIf you wish to register with the practice on a permanent, temporary, or immediately necessary basis you will need to fill in a registration form, which is available from reception.
A temporary patient is defined as someone who is visiting/living in the area for a limited time – to a maximum of three months – who need to access the services of a doctor/nurse.
REgIsTERIng A bAbyPlease ensure that you register your new-born child as soon as possible after birth to ensure that all the necessary paperwork is completed well before the infant’s six-week check is due.
A PATIEnT’s REsPonsIbIlITyPlease ensure that you always: Arrive on time: the doctor may not be
able to see you if you arrive late. Cancel an appointment if you cannot
attend. Inform us if you change your address or
telephone number. Try and ring in the afternoon for general
enquiries Telephone after 2.00 p.m for results of
tests. Use the repeat side of the prescription to
order your next prescription
WELCOME TO LISTER HOUSE SURGERYThe partners and staff at Lister House Surgery are here to provide and deliver first class primary care services to all our patients, and whilst doing so maintain respect and confidentiality.
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Allow at least two full days for your repeat prescription request to be processed before your current medication runs out. Keep mobile phones switched off when
you are in surgery.
And Finally Appreciate that our reception staff are
trying to help you and that to do so they may have to ask questions which you regard as “personal” If you prefer privacy, please tell the receptionist that you would like to speak with her in our interview room. Please help us to help you.
RECEPTIon oPEnIng TImEsMonday to Friday 8.00 a.m. – 6.15 p.m. Emergency calls are taken until 6.30 p.m.
APPoInTmEnTsThe practice operates an appointment system with advanced bookable appointments. At all times the staff will endeavour to book the patient with the GP of their choice but when this is not possible an alterative appointment with another doctor or nurse will be offered. Please plan ahead and book in advance for routine appointments and special services such as
asthma checks, cervical smears and holiday immunisations. Appointments can be made on 0844 576 9870.
A mixture of appointment times are offered from 8.00 a.m. to 6.00 p.m. Routine appointments finish at 6.00 p.m. However emergency cover is provided by a doctor until 6.30 p.m.
In addition, routine appointments are available on Monday evenings until 7.30 p.m. on Thursday mornings from 7.00 a.m. and on the last Saturday morning each month. These appointments are provided to give patients who are working during the week easier access to a GP.
We provide emergency appointments morning and afternoon. These appointments are for urgent matters only. Morning appointments may be booked after 8.30 whilst the afternoon appointments may be booked after 2pm. Please endeavour to book an emergency appointment in the morning.
Julie Hatton is a Nurse Prescriber and she has a minor ailment clinic most mornings. Appointments can be booked on the same day. Nurse Hatton is able to prescribe if necessary.
Please help us to keep the system working by not abusing the emergency services we offer and always inform us if you cannot keep your appointment.
HomE VIsITsOur doctors undertake essential visits on normal working days. Whenever possible, if you require a home visit, please contact us before 10.00 a.m. by telephoning 0844 576 9870
Please note that home visits are not considered to be an efficient delivery of medical services and are now virtually limited to the very severely ill or truly bedridden patients. There is almost never any need for a child to have a home visit and this type of visit is discouraged on the grounds of efficiency and safety.
Home calls requested after 10.00 a.m. should be for emergency problems that cannot wait until the next day.
ouT of HouRsWhen the Surgery is closed Out of Hours and Emergency Service is provided by Herts Urgent Care. This service is provided by GP’s operating from the Lister and QEII Hospitals. This service is available from 6.30 p.m. each evening until 8.00 a.m. the following morning and weekends from 6.30 p.m. on Friday until 8.00 a.m. on Monday. It also provides Out of Hours Service on Bank Holidays.
Patients requiring emergency treatment at this time can contact Herts Urgent Care directly on 03000 333333
Please note that we would ask you to use the service only for emergencies and not for something that can be dealt with during normal surgery opening times.
nHs DIRECTProvides a 24 hour confidential help line on 0845 4647 If you are feeling unwell and are uncertain what to do. This is a nurse led service which provides advice and information and can also tell you where to find your nearest doctor, pharmacist, dentist or support group.
All local calls are charged at a local rate but the service is otherwise free.
DEnTAl ADVICEPatients with dental problems, specifically dental infections should seek advice from their dental practitioner who will also provide information regarding out of hours service.
If you do not have a dentist available you can access dentists on 01707 369645. If you are in pain and require urgent treatment out of hours contact 03000 333224.
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REsulTsBlood tests, X-ray, and microbiology results can take seven days to come back from the hospital unless they have been requested urgently. Our receptionists are able to give you these results after they have been commented on by the doctors if you telephone 0844 576 9870 after 2.00 p.m.
REPEAT PREsCRIPTIonsIf you are on regular long term medication then it may be possible for you to have a repeat prescription without having to see the doctor every time.
Leave your completed slips to order more medication in the repeat prescription box, ticking the medications you require. It is also possible to request your prescription by post, enclosing a stamped addressed envelope.
Please allow at least two full working days for your prescription request to be processed. And make allowances for public holidays.
Most chemists now offer a repeat prescription service to our patients. This can save you time and the necessity
of coming to the surgery. Please contact the pharmacy of your choice for more information.
For safety purposes, repeat prescriptions cannot be requested by telephone but written or faxed requests can be made.
THE DoCToRsA team approach is essential in a modern general practice and everyone at Lister House Surgery works together to provide you with the best and most appropriate care.
Dr R V Brooks MB BS
Dr G H Lewis MB, BS, MRCGP, DRCOG, Docc.Med
Dr M Rajaratnam MB ChB
Dr Gwen McDowall MB ChB, DRCOG, DFSRH
Dr R C W Lavelle MB ChB, DRCOG, MRCGP,DFSRH
Dr Rachel Kinsler MBBS, DCH
Dr Rachel Williams MBBS, MRCP, MRCGP, DRCOG,
DCH, DFSRH
Dr Anne-Marie Angus MB BS, BSc, MRCP, MRCGP
Our doctors have a wide variety of skills and special interests including dermatology, occupational health, diabetes and heart disease.
PRACTICE nuRsEsOur nurses hold a number of daily clinics and provide nursing care as arranged by your doctor or hospital. These include practical procedures such as cervical smears, immunisation as well as family planning and advice on maintaining a healthy lifestyle. They are also involved in the management of chronic health disease such as asthma, high blood pressure, diabetes and chronic obstructive pulmonary disease
HEAlTH CARE AssIsTAnTsSome of our staff are trained as health care assistants and are able to undertake simple examinations, remove stitches and change dressings as well as assisting the doctors and nurses in clinics. Some also undertake ECG tests.
For example, in the diabetic clinic our health care assistant measure blood pressure, test urine specimens, and measure height and weight. They also perform similar checks as part of a new patient examination.
PRACTICE mAnAgEROur Practice Manager is Bimal Gandhi. He is responsible for the smooth running of the practice. If you have any helpful ideas or suggestions to enhance the services provided he will be happy to receive them.
PRACTICE sECRETARIEsThey deal with a large amount of the paperwork involved with the hospitals. They can be contacted regarding questions relating to referrals to the hospital.
RECEPTIonIsTsThey are vital in the smooth running of the practice and anything confidential with will be treated in confidence. Requests for appointments and home visits, as well as repeat prescriptions should be made via Reception Staff. It is likely that they will be involved in passing on messages to the Doctors and please do not be offended if they ask further questions regarding this, since it can be helpful in optimising your management.
Their job can be very stressful, especially at busy times and please help them by showing patience in these cases.
ATTACHED sTAffThere are further staff attached to the Surgery which are employed by the Primary Care Trust
DIsTRICT nuRsIng TEAmThese provide help to patients who are housebound. They can be contacted by leaving a message with the Reception Staff here at Lister House.
HEAlTH VIsITIng TEAmThese are qualified nurses with extra training in child care. The team is able to support and advise families with babies and young children on a variety of health and social aspects. They can be contacted at the Well Baby Clinic or by telephone at Queensway Health Centre.
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CommunITy mIDwIVEsProvide both antenatal and postnatal care. When you become pregnant you should initially see your GP who will arrange the appropriate follow up at hospital clinics and also at the Midwife run Clinics at Lister House Surgery
CounsEllIng sERVICECounsellors from the Primary Care Trust work here at Lister House and referral to them can be made by your GP.
PAllIATIVE CARE nuRsE sPECIAlIsTProvides support and advice to cancer patients and their families.
ClInICsA variety of clinics are held throughout the week and access to all these (with the exception of the Baby Weighing Clinic) is by appointment only which can be arranged with a Receptionist by telephoning 0844 576 9870.
AnTEnATAl ClInICAl A team of Midwives hold a weekly antenatal clinic every Wednesday afternoon between 2.00 p.m. and 4.30 p.m. Appointment should be made by contacting Reception.
HEAlTH VIsIToR ClInICsThese take place between 1.30 p.m.– 3.00 p.m. each Thursday. Developmental and general health checks are done and Health Visitors are on hand for advice about feeding etc. Six weeks check at this stage may be done by the Doctor.
sToP smokIng ClInIC This runs from 3.00 p.m. – 5.30 p.m. each Monday and on some Monday evenings.We offer a stop smoking programme designed to give smokers the very best chance of quitting. These clinics are run by our trained health care assistants and appointments can be made on 0844 576 9870. They offer help and support with smoking cessation with the options of medication if needed.
PRACTICE nuRsE AsTHmA ClInICsAll asthmatic patients should make an appointment with of these clinics at least annually.
PRACTICE DIAbETIC ClInICsAt these clinics you would be seen by Doctors, Nurses and Health Care Assistants and all diabetics should attend unless being cared for by the hospital. Please note that
these clinic appointments are long and it is important to let us know if you are unable to attend.
fAmIly PlAnnIngGeneral advice and pill checks are offered in normal surgery by all the Doctors and by the Practice Nurses.
CRyoTHERAPy ClInICsThese occur most Tuesday mornings to treat warts/verrucas/skin tags and other simple skin lesions.
VACCInATIonsInfluenza Vaccination ClinicThis is normally available from October each year for patients aged 65+ and particularly those in high risk groups. These include diabetics, asthmatics and people with heart, kidney and chest disease, or taking immunosuppressant drugs. Appointments can be made through reception in the normal manner from mid September.
CHIlD ImmunIsATIonsThese are run by appointment with the nurses on a Wednesday, Thursday and Friday afternoons.
TRAVEl ClInICThese can be arranged with our Practice Nurses by appointment. Ideally you should leave two months prior to departure to arrange these. A questionnaire should be filled out prior to your appointment so the Nurse can optimise your management. This is available from Reception.We are a Yellow Fever centre.
non-nHs REPoRTs AnD ExAmInATIons
The doctors are happy to complete insurance claims forms and carry out medical examinations for insurance companies, elderly drivers and LGV drivers. We also offer medicals for pre employment and recreational purposes e.g. diving and racing.
When booking please tell our receptionist that you are having a private medical as an extended appointment is required.
Please note that a charge is made for all non-NHS reports and examinations. Our receptionists will be able to tell you the relevant fee.
PATIEnT ConfIDEnTIAlITyTo comply with the requirements of the current Data Protection Act we are unable to discuss a patient’s illness or treatment with any other person without the written permission of the patient. In some circumstances this may include the treatment of minors. Please see our leaflet “The Data Protection Act” for more information. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team.
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PARkIngOur small car park is for the doctors and staff use only. Patients are requested to use the public car park opposite.
sECuRITyThe surgery is protected both inside and out by CCTV cameras which operate 24 hours a day.
In addition all telephone calls are recorded and may be used for training purposes.
VIolEnCE AnD AggREssIonUnder no circumstances will we accept any aggression or violence against our staff or other people who may be on the premises. The doctors reserve the right to review a patient’s registration if any violent or aggressive event occurs. All events are recorded and any patients who break the above policy will be removed from our list. The police will be informed of serious matters.
losT PRoPERTyAny unidentifiable items left in the surgery will be kept for a maximum of one month and then disposed of.
ComPlAInTs AnD ComPlImEnTs.We are happy to receive patient feedback so we can improve the services we offer. Please use the suggestion box which is available at the front desk.
If you wish to make a complaint please speak with a receptionist who will give you a form to complete. Alternatively please write to the Practice Manager or one of the doctors. Please note that a complaint against a staff member or doctor must always be in writing.
Our leaflet “Making a complaint” provides details of our complaints process and can be provided by a member of staff on request.
In addition patients can always use alternative complaint mechanism Hertfordshire NHS Complaint Service Beacon House, Dunham’s Lane, Letchworth SG6 1BE or PALS based at Charter House, Parkway, Welwyn Garden City.
We would also appreciate if you could let us know when a staff member goes out of his/her way to be particularly helpful by telephoning or writing to our practice manager.
CHAPERonIng PolICyLister House is committed to providing a safe and comfortable environment for both patients and staff. A chaperone provides a safeguard and comfortable environment for both patients and staff during intimate examinations. On rare occasions it may be necessary to reschedule appointments if no chaperone is available.
USEFUL TELEPHONE NUMBERS
Lister House Appointments 0844 576 9870Enquiries 0844 576 9870Age Concern 01707 323 272Carers in Hertfordshire 01992 586969/01462 456660Children School and Families 01438 737 500Lister Hospital Stevenage 01438 314 333Local Primary Care Trust 01707 361 204NHS Direct 0845 4647Police Station 01707 638 100QEII Hospital 01707 328 111Queensway Health Clinic 01707 264 577Adult Care Services 0300 1234 042Hertfordshire Stop Smoking 0800 3893 998Citizens Advice 01707 262 607
Wellfield Road
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Link Drive
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St Albans Road
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