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Patients

Contact Details

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 or telephone number, please let us know by writing to us, completing a change of address form at reception (or below) or changing your details on SystmOnline. We will check your new details to make sure you are still within our surgery boundary area and we can continue your registration. If your new address is outside the surgery area, you will usually need to find a new GP practice. If you are looking for a new GP, you can find information on www.nhs.uk, at your local library, or by talking to your new neighbours.

Patient Information Update

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. 


Patient Care

Practice Charter

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.

Surgery Premises

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.


Data Protection

The Panton Practice takes their responsibility to Data Protection very seriously. Our policies have been reviewed and updated in line with the General Data Protection Regulation 2018 and the Data Protection Act 2018. Our information and policies are available on our website - the main information is included in the Patient Privacy Notice, but other policies go into greater detail. Please contact Jo Legrave, the Practice Manager, if you require any further information or wish to discuss any data protection matters.


Repeat Prescriptions

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.


Referrals

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.


Appointments

ROUTINE APOINTMENTS

We provide routine appointments that are bookable 5 weeks in advance, the reception team will ask If you are happy to give the reason for the appointment, this has been requested by the GP as this gives them an idea prior to your appointment. Also, in the event of having to cancel your appointment the GP's clinic can be triaged and dealt with accordingly. 

We do also offer routine telephone consultations that can be booked if you feel the reason for contacting the GP can be dealt with over the telephone. The telephone consultation will be booked for a specific day but unfortunately a time cannot be given for when the GP will call, this call is carried out some time throughout the day up to 7pm. Please be available throughout the day to take the call, which will come through as a withheld number. 

URGENT APPOINTMENTS

Our Nurse Practitioners see acute urgent problems on the day at our Gervis road surgery. These are by appointment. If you feel you need to be seen on the day, please call 01202 411700 from 8am.  Outside of these Nurse Practitioner appointments, your call will be added to our duty doctor who will triage the problem via a telephone call, if following this call, you are required to be seen the duty doctor will arrange this, this may either be at the surgery or at the urgent treatment centre within the Royal Bournemouth Hospital. 

OUT-OF-HOURS APPOINTMENTS

For out of hours assistance dial NHS 111 and for true life-threatening emergencies dial 999.  The Out-of-Hours service is for problems that cannot wait until the surgery reopens. A weekend walk-in service is provided at the Boscombe and Springbourne Health Centre, Palmerston Road, Boscombe. From 8.00am - 8.00pm Saturday and Sunday only. Appointments are allocated on arrival.

TRAVEL APPOINTMENTS

We offer a complete travel vaccination service to our registered patients.  Please see our website for the relevant forms or collect them from reception. Please complete the form and hand it in as soon as you have booked your holiday. You may need a course of vaccinations to get the best protection, so please allow plenty of time. We may not be able to accommodate last minute requests, and you may have to go to a private provider. Not all vaccinations are available on the NHS. We can advise you of the cost of theses vaccinations – payment is by cash or cheque at the time of vaccination.


Home Visits

The practice policy for home visits is shown on the Appointments page


Patients' Responsibilities

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

Test Results

Please note 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 investigations, please call our reception team. 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.


Carers

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


Zero Tolerance

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.   Situations which justify removal will include:

VIOLENCE

When a patient:

  1. Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises.
  2. Causes physical damage to practice premises or another patients' property.
  3. Gives verbal abuse or makes threats towards the doctor, practice staff or other patients.
  4. Gives racist abuse, orally or physically.
  5. 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:

  1. Fraudulently obtains drugs for non-medical reasons.
  2. 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.
  3. Attempts to use the doctor to conceal or aid any criminal activity. Steals from practice premises.

DISTANCE

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.

EMBARKATION

Where a patient has moved abroad for a period of three months or more.

BREAKDOWN OF 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.

 


 

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