Please read the following sections carefully. They refer to our joint responsibilities under the Patient’s Charter.
OUR RESPONSIBILITIES
We are committed to giving you the best possible service by working in partnership with you. You will be treated as an individual and with courtesy and respect at all times regardless of circumstances.
Following discussion with you, you will receive the most appropriate care given by qualified people and no care or treatment will be given without your informed consent.
PRACTICE RECORDS
Our responsibilities to you are to maintain the contents of your records confidentially and to allow you to see your records, under the Access to Medical Records Act, if required. There will be a small charge for this service.
DATA PROTECTION
Medical records in this practice contain statements of opinion about the likely diagnosis accounting for your problem at a particular time. This diagnosis is entered in order that we can monitor the basis of our actions such as prescribing interventions, etc. Since it is an opinion expressed at the time it is not unusual for the final diagnosis in any episode to differ from it. Often when illnesses first present to a doctor, the range in severity of symptoms does not allow more than a tentative diagnosis.
VISITING ARRANGEMENTS
We will arrange a home visit for a patient whose condition, in the opinion of the doctor, warrants it.
Diagnosis and treatment increasingly rely on modern technology and the assistance of trained staff. Consultations will not normally take place in the home unless the doctor considers this necessary or desirable.
APPOINTMENTS
The practice will try to provide you with an appointment:
- a) Immediately in cases of emergency.
- b) Within 24 hours in cases requiring urgent attention, and
- c) Within 3 working days for routine, cases. However this may be considerably longer if you wish to see a particular doctor.
If there is a delay because of a prolonged consultation or emergency an explanation will be offered by the receptionist.
Do ensure that you make appointments for routine problems or follow-ups in good time. Only expect to see the doctor the same day in cases of urgent problems. Please keep your appointments or cancel in good time if you cannot keep your appointment. Please be punctual and make more than one appointment if more than one patient is to be seen.
Please do not expect to be seen immediately if you arrive after your appointment time and please expect a short wait to see the doctor after your appointment time on some occasions.
COMMUNICATION
We will provide you with the information about how to make suggestions or complaints about the care we offer. We will try to answer the phone promptly and ensure sufficient staff are available to do this. If you have undergone tests or X-rays you will be informed as to how to obtain the results if necessary.
The doctors are happy to discuss medical matters over the telephone, especially in the following cases:
- (a) Collecting test results; especially if you have questions or the doctor asked you to ring for results.
- (b) To discuss progress of an existing condition or minor illness.
- (c) Where advice is required on the management of minor illness.
For more serious conditions you should make an appointment to see your doctor. If we consider a second opinion is required on you we will inform you of the best way of achieving this.
The practice will offer patients advice and information on steps that can be taken, etc, on self help.
When calling the practice keep your phone call as brief as possible and to avoid calling from 9.00 am to 11.00 am in the morning for non urgent matters.
When enquiring about test results or ordering repeat prescriptions please ensure you can give us all the necessary information to trace the results of your prescription including where practicable your PIN number.
You are responsible in partnership with us for your own health and that of your children and should take appropriate action. If you are totally dissatisfied with us or the services we provide you have the right at any time to leave our list and register with another practice.
We have the right to remove patients at any time from our list which we, in general, only exercise in patients who repeatedly and persistently ignore their own responsibility to us and to other patients. We will remove immediately any patients from our list who are violent or seriously abusive towards any of the practice staff.
LOCAL PRIMARY CARE SERVICE
The local Primary Care Trust is based at North Lincolnshire Primary Care Trust at Health Place, Wrawby Road, Brigg, North Lincolnshire, DN20 8GS, telephone 01652 659659. The PCT will advise you of any other details of primary medical services in the area.
YOUR RESPONSIBILITIES TO US ARE
Help us to help you
Being in partnership means that we have responsibilities to each other. We ask you to treat the doctors, practice staff and their families with the courtesy and respect with which you expect to be treated. We ask you to try and follow the medical advice offered and take medications as required.
- Please let us know if there is any change of your name, address, telephone number or some other circumstances which may be important to the practice (as we may need to contact you urgently).
- Please do not arrange or ask for a specialist appointment without discussing the matter fully with your own doctor and if you no longer need an appointment that has been made for you then inform the hospital and us of this cancellation.
- Be on time for your appointments.
- Contact the practice in good time to cancel or rearrange an appointment. (This will allow other patients to be seen in the time previously allocated to you).
- Only make use of the 24 hour Emergency Service in the event of a real emergency.
- Do not expect a prescription with every consultation.
- Lead a healthy lifestyle and take the advice given to you by your doctor and primary health care team.
If you are not happy with any of our services, please let us know. We aim to provide a first class service in pleasant surroundings. Our staff are trained to help you, and we will be disappointed if
you do not advise us of any problems or deficiencies which may occur. If you have any suggestions for improving our services please let us know, either in writing or in person to the practice manager, Jenny Burgon.
VIDEO RECORDING
On occasions there will be video recording at patient consultations for training purposes. Recordings will not be made without first obtaining patient’s consent and the camera will be switched off on request.
SICKNESS CERTIFICATES
If you miss work through illness for up to seven days ask your employer for a form SC2. If you are self-employed obtain form SC1 from the Benefits Agency. Doctors’ certificates for sickness benefit claims are only issued if we advise you to stay off work after seven days. The regulations on certificates are intended to avoid the need to consult a doctor for short episodes of illness so we do not issue private certificates to cover periods up to seven days. If a private certificate is needed for insurance claims for longer periods, a charge will be made.
NON-NHS SERVICES
Some services we provide are not covered by the NHS. Examples of these are private certificates, passport applications, some travel vaccinations, various examinations for employment, sports and fitness to drive, confirmation of illness for loan insurance or holiday cancellations etc. There will be a charge for all these services – enquire at reception.
HELPING YOURSELF
It is much better to keep yourself healthy rather than fall ill and need medical care, so look after yourself:
- Eat a healthy balanced diet.
- Avoid or stop smoking.
- Don’t drink excessively.
- Take regular exercise
- Keep to a healthy weight.
- Reduce or avoid stress.
- Men: perform regular examinations of the testicles.
- Women: have regular cervical smears and check your breasts regularly.
- Eat less sugar and fat and drink less alcohol.
- Eat more fibre, more fish and white meat.
- Eat 5 portions of fruit or vegetables a day.
- Men can drink up to 28 units a week.
- Women can drink up to 21 units a week.
EXERCISE
- It helps to reduce weight.
- It helps to reduce stress.
- It makes you feel and look better.
REMEMBER: If you are not used to exercise, start slowly and build up gradually.
SMOKING
- A man aged 50 who smokes 20 a day is four times more likely to die from heart disease than a non-smoker of the same age.
- Lung cancer kills 38,000 people a year in the UK.
- It makes your children ill (twice as likely to get ear and chest infections).
Please ask at reception for any advice you require on the items listed above.
GRAZES, CUTS, BITES AND STINGS usually do not require medication attention, simply clean with water and apply a clean, non-adherent dressing for a need to be stitched. However, at first, clean as above if possible and then apply firm pressure over the cut for 15 minutes without disturbance with a clean dressing. By this time the bleeding will have stopped. If the wound still bleeds or gapes seek medical attention.
BURNS
However severe a burn the immediate need is to remove the cause, then cool the area by dowsing the skin with cold water for 10 minutes. If the skin is intact or only slightly blistered, cover with a dry dressing and treat as for a graze. If the skin is broken or the burn is larger in area than an adult hand, seek medical advice.
HEAD INJURY
Any blow to the head which causes the following, needs medical attention. Unconsciousness or fitting vomiting, double or blurred vision, speech difficulty loss of use in limbs or excessive drowsiness.
POISONING
Anyone swallowing an overdose of drugs or any other chemical should get advice from a doctor immediately. Advice should also be sought if any unknown berries, etc are taken.
TETANUS BOOSTERS
Are necessary for anyone who has not received a full course. Anyone receiving an injury should have a booster if they are not up-to-date with immunisations. You should make an appointment with the nurse at the next available surgery.
The advice above mainly applies to healthy older children and adults. In the case of infection and strains and sprains if there is no improvement after 3 days it may be worth seeking advice. Children under 6 months, the very old and those suffering from a severe disease should see a doctor sooner.
Any person suffering from fever, vomiting and headache, all at the same time should see a doctor urgently.
OLD WIVES TALES REVISITED
TRUE
- A fever is always highest at the end of the day.
- Children always cough more at night.
- Warts go away if rubbed with toad (true, rub them with anything you like they all go eventually).
- Toothache always starts at a weekend (so see your dentist regularly, he only works Monday to Friday.)
- Milk does not settle an upset stomach, it gives you diarrhoea.
- Guinness is good for you (20 pints a week rots your liver).
- Spinach is high in iron (no more than cabbage).
- Fat is bad for you (not in moderation).
- An ill child cannot be brought to the surgery (the fresh air does them good).
- You can catch shingles (no, but you can catch chickenpox from someone with shingles).
- Anyone who comes to work saying they have flu, hasn’t.
MEDICINE CHEST
Any medicines should be stored in a container which can be locked to avoid young children gaining access.
Whenever possible medication will be provided in child resistant containers, BUT THESE MUST STILL BE KEPT OUT OF CHILDRENS’ REACH. Other household chemicals should be kept in their original container OUT OF CHILDRENS’ REACH.
We would suggest that you keep the following items at home to treat minor illness, if you contact the doctor he may ask you to try one of these remedies before he sees the patient.
BICARBONATE OF SODA
One level teaspoon in half a pint of water every 2 hours. Useful as an indigestion antacid and relieves the discomfort of cystitis.
MILK OF MAGNESIA
Useful in indigestion and colic.
PAINKILLERS (Paracetamol)
Available in tablets or a liquid form for children. It is essential that all households with children should have Paracetamol. It is available for childhood aches and pains, injuries and lowering fevers.
Children: Paracetamol Suspension (Calpol or Disprol)
Under 3 months - 2.5 ml (only under the direction of a doctor)
3 months-1 year - 2.5 – 5 ml
6-12 years - 10 ml
- All 4 times daily when necessary
Useful for cooling sunburn, and taking the irritation out of the spots that go with chickenpox. ZINC CREAM
For skin rashes. AROMATIC OILS (Vick, Carvol, Olbas)
Useful either alone or inhaled in steam to clear catarrh and sinusitis. (When giving steam inhalation to a child, pour the hot water into a sponge in a bowl, this reduces the risk of accidents. ICE PACKS (half a pound bag of frozen peas)
Useful for sprains and strains.
It is a good idea to have some lint dressings, cotton wool, adhesive tape and antiseptic solution for cleaning and dressing of minor wounds.
USEFUL TELEPHONE NUMBERS PRACTICE NUMBERS:
Winterton Surgery (01724) 732202
Burton-upon-Stather Surgery (01724) 720202
Scunthorpe GP Out of Hours Service (01724) 290444
Repeat Prescriptions only (Winterton) (01724) 732205
Repeat Prescriptions only (Burton) (01724) 720100
Health Visitor (01724) 732630
District Nurses (01724) 734801
Scunthorpe General Hospital (01724) 282282
Alcoholic and Drug counselling Service (01724) 290416 OTHER USEFUL NUMBERS:
Dentist (Winterton) (01724) 733390
Hearing Aids (01724) 869553
Opticians (Smith & Walker, Winterton) (01724) 733754
Speech Therapy (01724) 290416
Breast Screening (01482) 622300
GU Clinic (SGH) (01724) 290008
Community Chiropody (01724) 294800
National AIDS Helpline 0800 567123
Smoke Line 0800 00 22 00 Help Groups:
Relate (Marriage Guidance) (01724) 270700
Shop Mobility (01724) 289636
Samaritans (01724) 860000
Alcohol Advice Council (01724) 854763
NHS Direct 0845 46 47
NHS Direct Web site www.nhsdirect.nhs.uk
PLEASE RETURN OR DESTROY UNUSED MEDICINES
KEEP ALL MEDICINES OUT OF THE REACH OF CHILDREN
Please note that this practice teaches medical students and other health care professionals who may be present in clinics.
If you have any concerns about this please raise them with a member of staff before your appointment.
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