Welcome to the Miller Practice In the Victorian era there had been a

Welcome to the Miller Practice
In the Victorian era there had been a single handed practice at 109 Highbury New Park. In
1964 the late John Miller joined Dr. Hancock and also put up his “plate” at his home at 69
Highbury New Park. In December 1984 the then partners bought 49 Highbury New Park a
detached four storey house. The lower two floors were totally redesigned and refurbished
under the cost rent scheme and opened to the public in June 1986. The building is grade II
listed and provides a pleasant setting from which to offer a wide range of services to the
community.
The Team
Doctors
Dr. Sharon Bennett FDS, RCS, MBBS, DRCOG, MRCGP
Dr. Nicholas Brand MBBS, MRCGP
Dr. Kathleen Tuck MBBS, MRCGP, DFSRH, Dip OBS
Dr. Linden Ruckert MBBS, MRCGP, DRCOG, DFSRH
Dr. Bobby Nicholas MB BCh, nMRCGP (Salaried Doctor)
Practice Nurse
Glory Smith RGN
Carol Leonard RGN
Practice Manager
Amanda Meehan
Admin and Reception Staff
Ola
Alex
Kathy
Angie Candice
Carol
Jennifer
Dionne
Seraphine
Comfort
Reception Manager
Secretary
Typist
Administration & Phlebotomy
Receptionist
Receptionist
Receptionist
Receptionist
Receptionist
Scanning/Filing
Appointments
Routine appointments are available Mon-Fri between 8.30am and 12.30pm and 2.00pm
and 6.10pm with the Doctors and the Nurses.
Routine appointments with the Doctor are 10 minutes and can be booked at reception or
over the phone. You can request to see a doctor of your choice and we recommend that you
stay with the same doctor during a particular episode of illness. Demand for appointments
is high. PLEASE RING TO CANCEL ANY APPOINTMENTS YOU CANNOT KEEP
OR NO LONGER REQUIRE SO THAT OTHER PATIENTS CAN MAKE USE OF
THE TIME.
‘Please be aware that you can book a DOUBLE appointment if you think this is necessary. This may be useful if you have more problems to discuss or if you are being
accompanied by an interpreter’
Partners Appointment Times
Please note this is the normal schedule which will change due to annual leave, sickness or other commitments. The
table shows a Doctor’s availability for routine appointments. Sessions appear blank due to other duties such as
development checks, visiting doctor and the quick access surgery.
Dr.Bennett
Dr.Brand
Dr.Tuck
Dr.Ruckert
Dr.Nicholas
(Salaried GP)
Monday
am/pm
am/pm
am/pm
pm
am
Tuesday
am/pm
pm
am/pm
Wednesday
Thursday
Friday
am/pm
pm
am
am
am
am
pm
am
am/pm
Saturday Morning Appointments
There are now a limited number of bookable appointments available on a Saturday morning
from 8am. These appointments must be booked in advance.
We will not be open as per normal business. The door will be locked and opened only to
those patients who have an appointment. There is no quick access walk in surgery and no
appointments available on the day. The telephones will remain switched over to our out of
hours service.
Quick Access Appointments
Quick access appointments are available each weekday morning. These are 5 minute
appointments for one issue only and are bookable on the day between 8.30am and 10.30am
either by phone or by attending in person. Demand is usually high and slots are given on a
first come first served basis. You must call or arrive before 10am otherwise it may not be
possible to see you. You can come back the following day or ask reception staff for advice.
Urgent Appointments
Each evening there are a limited number of urgent appointments.
Out of Hours
If you need to contact a doctor when the practice is closed please call our emergency line
on 020 7226 3214 where you will be given details of our opening times and where to call
when we are closed. Between 6.30 in the evening and 8.00 in the morning, and during the
weekend and bank holidays, cover is provided by the 111 service so please call 111.
Advice Calls
We have a Doctor available for advice calls and telephone consultations each morning.
Please call reception who will pass on your details to the Doctor who will return the call.
Home visits
If you think that a home visit by the doctor may be needed please call the surgery between
9.00am and 11.00am. One of the doctors will call you back and decide whether a visit is
necessary.
Family/Personal Doctor
Patients often ask if they can be registered with a particular Doctor. With respect to
registration we normally share out patients so that each partner has a similar number. You
are still able to make appointments with any of the Doctors and refer to a particular Doctor
as your ‘family’ or ‘personal’ Doctor if you wish and can make subsequent appointments
with them.
Travel Vaccinations
Appointments can be made with our nurses for travel advice and vaccinations. We are a
registered yellow fever vaccination centre. There is a charge for some vaccinations, please
check with reception.
Blood Tests
If one of the doctors has asked you to have a blood test, you may attend on a Tuesday
Wednesday and Friday bewtween 8.30am and 9am. No appointment is necessary. The
doctor will give you a form which you must bring with you. On arriving at the surgery
please put you name on the list at the reception desk and you will be called in turn.
Test Results
If you have been asked to call the surgery to obtain test results, please call after 2pm when
we are a little less busy.
Well baby/Child health Clinics
These are held each Tuesday between 2.00pm and 3.45pm. If the child is brought to the
clinic by someone other than the parents, then we must have a signed letter from the parents
consenting to the specific vaccinations being given. A doctor and a health visitor will see
children for development assessments by appointment. A health visitor is also available
for advice and support without the need for an appointment. Due to the heavy demand an
appointment system is in place for children’s vaccinations.
Immunisations
Vaccinations for babies and children are done during the vaccinations clinics on a Tuesday
and Thursday afternoon by appointment only, you can also book a routine appointment
with a nurse on any other day. Please note that if your child is accompanied by someone
other than a parent e.g. nanny or grandparent, they must bring a letter of consent signed by
a parent giving clear consent to the vaccinations otherwise we will not be able to immunise
your child. We need a new letter for each appointment.
Teaching
The Miller Practice has a firm commitment to teaching and close links exist with the
University College Hospital and Royal Free Hospital medical schools. Occasionally
you may be asked if you mind a medical or nursing student being present during your
consultation. You have the right to refuse this.
If you would be prepared to come to the surgery especially to help with the training of
medical students please give your name to one of our reception staff.
GP Registrar
In order to practice as a GP in this country experienced hospital doctors must undergo a year
as a GP registrar at a training practice.
There are normally two GP registrars attached to the practice and are available for
consultations.
Repeat Prescription Service
This is normally only available if you have a computer printout from a previous prescription
from the surgery. Only items printed on the counterfoil can be prescribed as repeat items.
You may be asked to make an appointment to have your medication reviewed at intervals.
Unless a specific arrangement has been made we do not accept repeat requests via the
telephone or fax. Repeat requests can be posted or handed into reception (there is a letterbox
in the door to the right of the reception desk). Please enclose a stamped address envelope if
you would like the prescription posted to you.
Please allow two working days for your repeat prescription to be processed.
PLEASE ALSO USE THE RIGHT HAND SIDE OF THE PRESCRIPTION TO
INDICATE THE ITEMS REQUIRED.
Minor Ailments Scheme
This is for minor conditions than can be self treated with medication available over the
counter from your local pharmacy. You can obtain advice from selected pharmacists and
free medication if you are normally exempt from prescription charges. Ask at reception for
a voucher. The vouchers are valid for 3 days during which time you can visit a participating
pharmacist. The scheme cannot be used by those who are pregnant or breastfeeding.
Non N.H.S Services
Certain services such as private sick certificates and passport applications are not covered
by the NHS and a charge will be made in line with the BMA recommendations. A list of
such services and charges is displayed in reception.
Complaint/Suggestions
We constantly strive to give you the best possible care and attention. If you have any
suggestions or are unhappy with any aspect of the service, please ask to speak to the practice
manager who will be happy to listen to your suggestions or criticisms. The practice runs a
practice based complaints procedure. Please ask for the information leaflet on how to make
a complaint or speak to the practice manager.
How you can help us
Please remember to cancel any appointment you cannot make or do not need. Demand for
appointments are high and a cancelled appointment can be used by another patient.
Please do not bring buggies into the surgery (Fire Safety). They can be secured to the rail
outside the entrance with locks available from reception.
The practice team are here to help you, please treat them with the same respect and courtesy
which you would expect to receive yourself.
Please arrive on time for your appointment.
The surgery is a no smoking area.
Please do not smoke anywhere in the practice or in the area outside of the reception doors.
Confidentiality
Please be aware that many patients come to the surgery in confidence and may not have
informed anyone of their visit. In order to protect this confidentiality we will not confirm
a patient’s presence in the surgery in the event of a telephone enquiry. Please do not ask
family or friends to call. If someone is going to pick you up then you can call them from
the surgery when you have finished or inform the receptionist of the identity of the person
who may call.
Chaperones
If you feel that due to the nature of your appointment you would like a chaperone present,
then please let the reception staff know when you arrive. Alternatively, you may have
someone you know accompany you during the consultation.
Sexual Health Services
All of the Doctors are trained to offer advice on sexually transmitted infections. Morning
appointments are recommended so that any required tests can be carried out.
Disabled Access
There is a sloping path to the entrance door. The door is equipped with a call buzzer to
alert the reception staff to anyone who requires assistance. This area is also monitored by
CCTV. Consulting rooms are available on the ground floor. An induction loop is fitted to
the reception desk.
Registering with the Practice
If you reside in our catchment area and will be living in the area for at least 6 months you
are eligible for registration. You can fill out the required forms at the practice or in advance
if you download them from our website. You will need to bring proof of address. The
catchment area can be seen on the back of this leaflet or on our website. We do not process
registrations on a Saturday morning.
Patients Rights & Responsibilities
Patient’s have a right to:
Be registered with a General Practitioner
Receive emergency care at any time from the practice or the out of hours service
Receive appropriate drugs and medicines
Be referred to a specialist or for a second opinion if they and their GP agree
Have the right to view their medical records in accordance with legislation and to know that
those working in the practice are under obligation to maintain patient confidentiality at all
times.
All patients will be treated as individuals and given courtesy and respect at all times
regardless of sex, ethnicity, religious beliefs or personal situation.
We will always endeavour to see you as close as possible to your appointment time. If
circumstances have caused the doctor or nurse to run particularly late, then you will be
informed. I you arrive more than 15 minutes late for your appointment, you may be asked
to rebook.
The practice operates a 48 hour repeat prescription service (2 working days). We do not
accept requests for repeat prescriptions via fax or email.
In return we ask of you:
Please treat staff courteously. Aggressive or abusive behaviour is not acceptable. Patients
who are aggressive or violent will be removed from the practice list.
Please let us know if you cannot attend your appointment as we can then offer the slot to
someone else
Please let us know if you have changed your name, address or telephone number.
If you are referred to hospital please keep this appointment.
Emergencies
Chest Pain
If you experience any chest pain for more than 10-15 minutes which may be accompanied
by sweating and nausea, call 999 for an ambulance and take an aspirin as this can reduce the
complications following a heart attack.
Head Injuries
If the patient has been knocked unconscious they should be taken to the local casualty unit
without delay. If the patient was not knocked out and can remember what happened it is
unlikely that any serious injury has occurred.
Minor Ailments
Common cold and flu
This may be associated with dry throat and a stuffy nose. You may feel unwell and achy and
may have a temperature. The common cold may last about 7-10 days. Antibiotics will not
cure the illness. Your body will fight it off naturally. Take plenty of fluids and if you have a
headache or fever, paracetamol will help these symptoms.
Coughs
A cough is a protective action and is usually caused by mucous in the airway. It is common
after a cold or viral illness and may persist for up to 2 weeks. The best treatment is steam
inhalation. Cough mixtures are usually ineffective. You should however consult a doctor if:
-The cough persists for more than 2 weeks after a cold.
-The cough produces green phlegm which does not clear in 2-3 days.
-If breathing is accompanied by chest pain or there is shortness of breath.
-If you are coughing up blood.
Sore Throat
Almost all sore throats are caused by a viral infection which antibiotics cannot cure.
Symptoms usually settle within 4-5 days with the help of soluble aspirin gargles for adults
and paracetamol for children. You should only contact your doctor if the symptoms have not
settled down after 4-5 days or you have difficulty swallowing.
Ear Ache
This is usually caused by fluid behind the eardrum associated with a virus infection. Most
cases will be get better within 24 hours but it is important to give regular paracetamol over a
24 hour period. Antibiotics will not help the pain or cure the illness. If the symptoms persist
for more than 24 hours and there is an associated fever or discharge from the ear you should
contact your doctor.
Fever
This is usually a sign of a viral illness. It is important to give regular paracetamol and plenty
of cold drinks. Keep the patient undressed in a cool room. Use slightly tepid water to bathe
the arms and legs and let the water evaporate naturally. Repeat every 15 minutes until the
fever subsides.
If there is severe headache, vomiting, refusal of foods, drowsiness or confusion, or
discomfort from bright lights, tiny red spots or bruises under the skin, contact your doctor.
Chicken Pox
A child may have a mild fever and a rash appears as small red patches. Within a few hours
these develop blisters. More and more will appear over the next week. These will crust over
and fall off. The child is infectious until all of the blisters have crusted over. Like all viral
illnesses there no cure and the treatment is the same as for any other fever or viral illness.
Vomiting
Vomiting is normally caused by a virus infection in the stomach and usually stops within 24
hours. It is sometimes associated with waves of crampy pain followed by diarrhoea which
may persist for a week or so. Eat nothing and drink small amounts of water every half
hour until the vomiting stops then take clear fluids for the next 12 hours and a light diet the
following day. If you have a fever then paracetamol might ease the symptoms. You should
contact your doctor if the vomiting is accompanied with continuous stomach pain or lasts
for more than 24 hours.
Diarrhoea
Usually caused by viral or bacterial infection and accompanied by cramp like abdominal
pain. Symptoms may persist for up to a week. Treat the fever with paracetamol but eat as
usual and drink plenty of fluids.
Stomach Ache
Most attacks are caused by indigestion or wind. Paracetamol can help with the symptoms.
If the pain is persistent and lasts longer than 4 hours or increases in intensity then contact
your doctor.
Back Pain
Often caused by lifting. The pain usually becomes worse over two days and then settles
down within 2 weeks. It is important to take regular pain relief in the form of Paracetamol
or Ibruprofen which can be bought at the chemist. It is also important to keep the back as
straight as possible and take things easy for 24 hours. After this time you should start your
usual daily activities and continue on pain killers. If simple pain relief does not help then
contact your doctor who may be able to prescribe something stronger.
Sprains and Bruises
Apply a cold compress over the area (e.g. a bag of frozen peas) and take regular pain killers.
If it is a wrist or ankle it is a good idea to raise the limb. Stiffness and bruising is common
the day after but if symptoms do not improve after 48 hours then contact your doctor.
Nosebleed
Sit in a chair leaning forward with your mouth open. Pinch your nostrils for 10 minutes
by which time bleeding should have stopped. Avoid blowing your nostrils or sniffing and
smoking for the next 24 hours.
Burns and Scalds
Put the area under a running cold tap for 15 minutes. It may be necessary to take painkillers
for the next few days. If the burn is larger than 5 inches in diameter or the skin is broken
you should contact a doctor.
Insect Bites and Stings
The associated spots are usually itchy and can sometimes blister. The itchiness can be
relieved by taking an antihistamine which can be obtained from the chemist without a
prescription. A cold compress may also help.
Emergency Contraception
Emergency contraception is available up to 72 hours. Please contact the surgery or a Family
Planning clinic. Coils can also be inserted up to 5 days after the event.
Other Contacts
NHS Direct 0845 4647
www.nhsdirect.nhs.uk
www.nhs.uk
Walk in Centres
Angel Medical Services (Ritchie Street Practice) 34 Ritchie Street N1 0DG
Open from 8am until 8pm, Monday to Friday and 9am-6pm Saturday and Sunday.
Appointments are available for non registered patients.
UCLH A&E Unit 235 Euston Road NW1 2BU
Whittington Hospital A&E Unit Highgate Hill N19 5NF
CONFIDENTIALITY OF MEDICAL RECORDS
Your medical records are held manually and on a secure computer system. Information we
collect about you is only shared with other health professionals when this is necessary for
your treatment or care, for example making a referral to a hospital Consultant. Information
is held on the system so that your record can be kept up to date.
Information to other parties will only be passed on with your knowledge and consent.
Occasionally we are required by law to pass on information for which we may not have
your consent, for example in public health issues or emergencies.
In order to identify local health needs we may share information with the Primary Care
Trust. Much of this data would be anonymised but the Primary Care Trust have similar
requirements to hold data securely. Anonymised data is also used for audit purposes.
Within the practice, information is accessed on a need to know basis. Those members of
staff not involved in some way with your health care will not access your data.
The Miller Practice is a training practice for new GP’s (GP registrars). In order to maintain
our status as a training practice, each GP Trainer must be revalidated every 3 years. We
must also maintain a certain quality standard for record keeping. In order to validate this, a
representative of the London Deanery will inspect a number of records during the validation
process to ensure that the quality requirements are being met.