How to register
- It is a requirement of the NHS that all patients wishing to join the practice complete both a Registration form (new 2017) and either a New Patient Questionnaire or (if under 16) an Child Health Questionnaire and Immunisations before being registered. You will need to take your blood pressure using our automated machine in reception before passing the printed result sheet (adding your name and date of birth on the back) to the reception desk. If you are asked to provide a urine sample for testing, please place your labelled specimen in the special box in the foyer.
We accept registration papers at both sites, but advise patients to avoid coming between 10am and 12.30pm as this is a very busy time.
In addition you may wish to opt for a consultation with a healthcare professional. Appointments can be made through reception but please note, you will need to have completed the questionnaire, forms and be registered on our system before seeing the nurse.
Although you will register with the Practice as a whole, you will be given an allocated Doctor.
You will have the right to express a preference to receive services from a particular GP however.
Please note that some services are not provided by all doctors and that in some cases, due to demand for a particular GP or other reasonable grounds, you may not always be able to see your preferred GP.
For example, please remember we operate two surgeries with the same doctors and that not all doctors work full time.
It is practice policy that where a child is registered at the practice at least one parent is present at the child’s registration and also registers with the practice.
See the information sheet here (Information for non UK citizens and visitors to the UK) for more details on what is covered under the NHS and the rules if you are a non UK citizen.
- We have a patient booklet "It's your practice" which you may like to have a look at, this details various aspects of the GP practice should you not be familiar with the NHS Primary Care Services. It's your practice
It is very important that we have your correct contact details and even more important that we have details of your Next of Kin.
If you change your name, address, home telephone number, mobile number or email address, please let us know as soon as possible. And if you don't think you have told us your Next of Kin, please do so by completing the following document and returning it to the Surgery.
Patient Information Update
If it your name or address that has changed you will need to come into the surgery with proof of your new name or address.
If you wish to let us know your telephone number, email address or the details of your Next of kin you can either complete this document Patient Information Update and return it to us, or phone the surgery on 01202 411700. It is important that our records are up to date so that we can communicate efficiently with you whenever necessary.
If you are waiting for an appointment to be sent from the hospital, please also notify the hospital of your new address / contact details.
If your new address is outside the practice area you will be asked to transfer to another doctor's surgery in your local area. Advice on which surgeries are close to your new address can be obtained by telephoning 01726 627661, or by looking at the NHS Choices website www.nhs.uk
ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled, within the limitations of the space available.
Patients’ Rights To General Medical Services
Patients have the right to:
- be registered with the practice if resident within the agreed practice area
- express a wish to be seen by a particular doctor
- be offered a health check on joining the practice
- receive emergency care at any time from the practice
- receive appropriate drugs and medicines
- be referred for specialist or second opinion if they and the GP agrees
- view their medical records, subject to the relevant Acts, and to know that those working for the NHS are under a legal obligation to keep the contents confidential.
Accessing Medical Records
The practice will assist any patient wishing to have access to their own medical record, subject to the relevant Acts. A fee will be payable.
The patient’s doctor will be available by appointment to explain medical terminology within the legal timescales.
Changes To Procedures
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by display on our waiting room notice board, individual leaflets or by clicking the practice news button above.
The procedure for obtaining repeat prescriptions can be found on this link to the Repeat Prescription page. Prescriptions will be available from the reception desk. 48 hours' notice (two working days) is required for a repeat prescription.
Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.
Practice Equipment Fund
The Panton Practice maintain an “Equipment Fund” for donations, for which we are most grateful. The fund is used to help purchase expensive new equipment to improve the service we can offer to our patients.
Transfer Of Medical Records
The practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and on the same day if the request is urgent.
Privacy And Confidentiality
We will respect our patients’ privacy and confidentiality at all times.
With A Doctor
We offer a combination of routine, telephone and urgent appointments as required. For urgent matters needing to be seen on the same day.
WE NO LONGER OPERATE A SIT & WAIT CLINIC AT EITHER SITE.
Instead, we now have Nurse Practitioner Clinics at Gervis Road Surgery only. These are by appointment which are bookable each morning, and are for URGENT on the day matters. Please make an appointment by calling 01202 411700, you can ask the Receptionist for further advice, however, the Nurse Practitioners are able to treat a wide variety of ailments without the need to see a GP. They are also able to issue prescriptions.
Very urgent, not routine matters may be dealt with via the duty doctor who is available from 8.00am until 6.30pm Monday to Friday. Patients may also request a telephone advice only call from a doctor, either in the morning or the afternoon. The reception staff will not be able to say an exact time. If all the advice slots are full on any one day you may opt for another doctor or book for another day.
With A Practice Nurse
For routine appointments we will endeavour to offer an appointment within five working days.
The practice policy for home visits is shown on the Appointments page
In return for the standards of care and treatment offered by the practice, we hope and expect our patients to observe the following:
- To treat our staff with courtesy at all times.
- To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made.
- Routine appointments are for 12 minutes only. If you have more than one problem please make this clear to reception and request a double appointment.
- You are requested to inform reception in advance if you cannot attend for your appointment.
- You are asked to keep the surgery informed as your contact details change.
- Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
- When patients are asked to give 48 hours' notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
- Out-of-hours calls (eg evenings, nights and weekends) should only be requested if they are felt to be truly necessary.
How To Help Your Surgery
Here are a few practical things on a range of issues to help us to help you:
- If you are asked to provide a specimen at any time please ensure you leave your FULL NAME and date of birth for clear identification with the specimen.
- The Lead Nurse will also take telephone consultations. This is particularly helpful for initial travel consultations. Ask at Reception.
- Ears - we recommend using oil for 10 days without cotton wool prior to your appointment for ear syringing.
- Influenza immunisation appointments will be available during the month of October each year - put a note in your calendar.
- We do need up-to-date telephone contact details including a mobile number if you have one.
- Please, when waiting in reception, take a look at the patient information display that provides further information on the services available at this practice.
We do produce a Newsletter several times a year to try to keep you up to date on news and current issues. Please feel free to take a copy.
Named Accountantable GP
As part of a new contractual requirement for 2015-16, all patients registered at a GP practice are allocated a named accountable GP. Patients, however, can make an appointment with any GP.
The new contract requires the named accountable GP to be responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each patient where required. However, this does not mean that they will be the only GP or Clinician who will provide care to that patient. These responsibilities will be carried out within the opening hours of the Practice and do not change the way you currently access care outside these hours.
Information for Patients
We do not, as a matter of routine, notify patients of all negative reports. The doctor will contact you if your results need further discussion however if you wish to check for results of blood tests, x-rays, etc. please do so between 11.00am and 3.00pm. Please leave five working days before calling, noting that certain tests may take considerably longer. Receptionists can only give information about a result on the instruction of a doctor. If you feel the need to discuss any result with a GP please request a telephone consultation with the GP who ordered the test.
Communicating with Patients
We aim to try to keep our patients informed about developments and current issues and provide opportunities for feedback thorough the following mediums:
- Practice booklet
- Waiting room notices and themed displays
- Leaflets, brochures and informative publications
- Direct letters to patients concerning reviews or immunisation programmes
- Text messages and emails to patients concerning reviews, reminders, immunisation programmes and other relevant patient information
- Patient surveys and questionnaires
We do appreciate it if you are able to respond promptly to direct letters. This assists us in planning the delivery of services to our patients.
If you have a constructive comment, suggestion or idea, please write to the practice manager, or complete a 'Comments & Suggestions' form, available in the practice.
Are you caring for someone who has a long term health condition?
If so, please let us know. We may be able to give you important help and advice. It will be helpful for the doctor to know that you are a Carer as it may affect your own health and treatment.
This practice has a lead worker for carers. The Carers lead for the practice is Alison Thomas. Please ask if you would like to speak with her, if she is not available them leave your details and she will contact you when she is next in.
When you tell us that you are caring for someone we will place your details on our Carer’s Register so that practice staff are aware you are a carer. We will not share this knowledge with anyone else unless you tell us that we can. We may be able to offer you other services to help you care for your own health.
We will try to help you if your caring responsibilities mean that you have difficulties attending appointments.
If you are giving regular and substantial help to the person that you care for, you will be entitled to a Social Services Carers Assessment. The Assessment gives you advice and information.
You and the person that you care for may be entitled to practical help and support. Contact the Social Services Department where the cared for person lives to ask for an assessment. This is a free service.
If the cared for person lives in Bournemouth contact:
01202 454979 Care Direct
Free, local confidential advice for carers contact:
Help and Care Carerslink 0845 4500 418
Benefits advice for Carers/ Cared for person:
Aged 60+ 0800 991 234
Under 60 0800 055 6688
Dealing With Violence And Removal Of Patients
We aim to provide the best possible health care for our patients. However, there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list.
The purpose of this policy, therefore, is to define the practice guidelines for when it is reasonable to remove a patient from the practice list and to ensure that any concerns about removing patients from the list are dealt with fairly.
Situations which justify removal will include:
When a patient:
- Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises.
- Causes physical damage to practice premises or other patients' property.
- Gives verbal abuse or makes threats towards the doctor, practice staff or other patients.
- Gives racist abuse, orally or physically.
- Is violent or uses or condones threatening behaviour to doctors (or other members of the primary health care team) while visiting the patient's home. Such behaviour may involve the patient, a relative, a household member or pets (such as unchained dogs).
We will call the Police if a patient is violent or threatening towards any of our staff, doctors or patients.
Crime And Deception
Where a patient:
- Fraudulently obtains drugs for non-medical reasons.
- Deliberately lies to the doctor or other member of the primary health care team (eg by giving a false name or false medical history) in order to obtain a service or benefit by deception.
- Attempts to use the doctor to conceal or aid any criminal activity. Steals from practice premises.
Where a patient has moved out of the designated practice area and has failed to register with another GP, we do ask you inform us of your move. If you move out of our practice area it is our policy that you will be asked to find a Surgery in your new local area. We will consider appeals at the GP weekly meeting in exceptional circumstances where the partnership decision is final.
Where a patient has moved abroad for a period of three months or more.
Irretrievable Breakdown Of The Doctor/Patient Relationship
Where a patient's behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor/patient relationship.
The procedure for removal will normally involve discussion by the doctors and written communication via the practice business manager.
The full policy is available on request.