Willesborough Health Centre Patient Information Booklet

Opening Times
Regular Surgery Hours 8.30am – 6.30pm Monday to Friday
Closed for training between 1.00 and 4.00pm on
Wednesdays
Willesborough Health Centre
Patient Information Booklet
We offer both pre-bookable and on the day appointments
Same day appointments
We offer a flexible same day appointment system offering
patients a set appointment time for single urgent problems.
We run a nurse-lead Urgent Care Clinic as well as same day
appointments with the GP.
Evening Appointments
Available from 6.30pm to 8.00/8.15pm on Monday and
Wednesday
Booking appointments
Phone: Our appointment line opens from 8.30am
Online: All registered patients are eligible to use our online
system to make pre-bookable GP appointments
In person: at the Reception desk
www.willesboroughhealthcentre.co.uk
Switchboard 01233 621626
Our list is open to new patients
2015/16
Introduction
Doctors
Welcome to Willesborough Health Centre, our mission is to
provide the highest quality health care available
under the NHS to all our patients, in a courteous and
professional manner. This brochure provides you with
factual information about the Health Centre, the doctors, staff
and the services we offer.
DR JANE CLARK
Female · MBChB, DCCH, DRCOG,
MRCGP, DFFP, Leeds University 1980
DR AMIR NAKY
Male · MBChB, MRCP(UK), DCH,
MRCPCH, DFFP, MRCGP, Baghdad 1988
DR NAVIN KUMTA
Male · MBBS, MRCP, MRCGP, Pune,
India 1994
DR JAMES WONG
Male · MBBS, MRCGP, BSc, DFFP,
London 1999
Assisted by
DR RACHEL HODGKISS
Female · MBChB, MRCGP, DRCOG,
Liverpool 1998
DR NICHOLAS BENNETT
Male · BSc, MBBS, MRCGP, DFFP, London
2001
DR HELEN DANIEL
Female BSc, MRCGP, DRCOG, Bristol 2001
The Centre was purpose built for our practice in 1992 and
opened in February 1993. The ground floor has a reception, a
waiting room, nine consulting rooms and 2 treatment areas.
Wheelchair access is possible throughout the
ground floor.
A Lloyds chemist is situated in the building.
The Health Centre has a car park for patients’ use and
disabled parking area immediately by the front door.
We ask you please do not smoke in the Health Centre or use
mobile telephones.
You can always find out more about
our services by visiting our website:
www.willesboroughhealthcentre.co.uk
We are always interested to hear what you think. One of the
easiest ways to do this is by emailing us at:
info@willesboroughhealthcentre.co.uk
GP REGISTRAR
Willesborough is a Training Practice which
means that we always have a Registrar with us for a
period of 12-18 months. A GP Registrar is a fully
qualified medical practitioner being trained in general
practice under the tutelage of a GP trainer.
Appointments are opened for the Registrar and these
may be offered to you when you need to see a Doctor.
Practice Nurses
LIZ HOYLE
Senior Practice Nurse
LORRAINE DRIVER
Specialist Practitioner Nurse
RGN
LOUISE HURN
Practice Nurse
RGN
YASMINE DAVIES
Practice Nurse
RGN
SARAH WRIGHT
Practice Nurse
RGN
Appointments
We offer both on the day and pre-bookable
appointments (up to four weeks ahead).
Home Visits
If you are too unwell to travel to the Health Centre
please telephone before 10.00 am and give brief
details of the problem so that we can plan our rounds.
Please do not ask for a visit if you can come to the
Surgery as even one unnecessary visit results in
significant loss of available appointments. After 10.00
am we can only guarantee a visit the same day for
urgent calls.
Telephone Advice
LISA MARSH
HCA
If you wish to speak to the Doctor and they are not
available at that time, the Receptionist may ask you to
leave your number so that the Doctor can ring you
back. Nurses are available between 12.00 noon and
12.30 pm to take telephone calls. If you are
telephoning because you need the Doctor to visit you,
please telephone before 10.00 am and let the
receptionist know.
Management
Online Services
PHILIP BLAKE
Practice Manager
Patients can book non-urgent GP appointments, order
repeat medications and view their basic medical
records using our online service – My Vision. To
register please ask at reception.
CHARMAINE BLASKETT
HCA
Point until the fire officer has identified you.
Out of Hours
Our responsibilities to you
For non-emergency assistance
Dial 111.
For emergencies
Dial 999
In an emergency (suspected heart attack, severe
breathing difficulties, severe bleeding,
unconscious patient) dial 999 for an ambulance.
When the Health Centre is closed our main switchboard
number diverts directly to South East Health who provide
An out-of-hours service.
PLEASE DO NOT CALL SEH for non-urgent problems
Fire Evacuation
In the event of fire please follow the instructions
of the Health Centre staff and exit the premises
calmly and promptly via the emergency exits which
are identified by a green sign with white ‘EXIT’.
Please ensure that you go straight to the Health
Centre Assembly Point which is located in the main
patient car park. Please do not leave the assembly
We are committed to giving you the best possible
service. Apart from the services listed in this booklet,
every effort will be made to update you on information
which directly affects your health and care. There is a
duty doctor in the Health Centre daily. Patients who
have urgent problems will be seen on the same day
whenever possible. Home visits will be arranged for
those too ill or infirm to be brought to the surgery.
Patients will be treated as individuals and partners in
their health care, irrespective of their ethnic origin or
religious and cultural beliefs. There will be no treatment
given to you without your informed consent. Please
ask questions if you are unsure or do not understand
the information given to you. You have the right to see
your health records, subject to limitations in the law.
These will be kept confidential at all times.
Your responsibilities to us
Please let us know if you change your name, address
or telephone number. If you cannot keep an
appointment let us know as soon as possible. We can
then offer the time to another patient. Please only ask
for home visits when the patient is too ill to visit the
Health Centre. Please keep your telephone call brief
and avoid calling between 8.30 am and 11.00am if the matter
is not urgent. Test results take time to reach us, so please do
not ring before you have been asked
to do so. We ask that you treat doctors and practice staff with
courtesy and respect. There will be zero tolerance to cases of
verbal or physical abuse.
eMail: kcht.willesboroughrepeats@nhs.net,
Repeat Prescriptions
In person: Drop the form into the letterboxes at
Reception or the outside wall when we are shut.
Patients are encouraged to register for our online system to
order repeat prescriptions. A simple tick box is available which
sends the request automatically to the Practice for processing.
Alternatively the computer slip we give you with your
prescription has a list of your medicines on it. When you need
a repeat prescription tick the items you require and hand
it in at the Health Centre. Medication can only be issued
if it is detailed on the repeat prescription list. The
prescription will normally be ready for collection after two
working days (48 working hours)
The Doctor will still wish to see you at intervals to monitor
your progress and modify your treatment as necessary.
Prescriptions can be sent direct to certain chemists and this
may be more convenient for patients, especially
if they require collection on a Saturday
morning when the Health Centre is closed.
Please contact Reception for details.
We do not take repeat prescription requests by telephone in
order to avoid errors, but they can also be sent in any of the
following ways:
Fax: 01233 622930
Post: Willesborough Health Centre, Bentley Road,
Willesborough, Ashford, TN24 0HZ (please enclose a
SAE)
Please give details of your name, address and date of
birth when faxing or e-mailing your repeat prescription
request. If you wish the repeat prescription to be
delivered to a local pharmacy, please indicate this on
your fax or email. If, for exceptional circumstances, i.e.
holiday etc, you require additional medicines, please
advise us in writing and we will endeavour to prescribe
this for you.
Test Results
Test results are available over the phone between 9.00
am and 12.00 noon. The Doctor can advise when the
result of tests should be ready. In the interest of safety
it is the responsibility of the patient or carer to obtain
the results of any tests, together with any follow-up that
may be required.
In the interests of patient confidentiality, test results for
patients over the age of 16 years will not be given to a
third party unless the Practice has written authorisation
from the patient.
Complaints and Suggestions
Change of Address
If you feel our service has been inadequate or have any
suggestions for improvement of the service, we invite you to
discuss them with our Business Manager. The Health Centre
has an established in-house practice based complaints
procedure and all grievances will be dealt with
considerately and in confidence. We trust that these incidents
are rare but we do assure patients, relatives or carers that
there will be no discrimination by our doctors or staff against
anyone who finds the need to complain.
If you change your name, address or telephone
number, please let our receptionists know by calling or
writing to us. Kent Primary Care Agency may remove
your name from our list if we do not have your correct
contact details. In an emergency this information may
be vital. If you move outside the practice area you may
need to find a doctor in your new area. There are
instructions on what to do when you move to a new
area on the back of your NHS medical card.
Patient Participation Forum
Patients over 75
All patients are welcome to join our forum which meets at the
Practice once every two months. Whether you wish to ask
about specific services, make suggestions or find out about
developments in health care provision within the wider Ashford
locality the forum offers you the opportunity. If you are
interested in attending please ask at Reception for details.
If you are over 75 and have not been seen in the
Practice for over a year you will be offered a medical
review at your next appointment. This also applies to
patients between 16 and 75 who have not had an
appointment for the last three years.
Minor Injuries
The Practice does not offer a minor injury service but advises
patients with minor cuts and bruises to contact Kingsnorth
Medical Practice on 01233 610140
Our clinics and specialist services
ANTI-COAGULATION (ACC)
ANTE-NATAL
ASTHMA
BABY AND YOUNG CHILDREN
CERVICAL SMEARS
CHRONIC HEART DISEASE/
HYPERTENSION TRAVEL
DIABETES
IMMUNISATION
CHRONIC OBSTRUCTIVE
PULMONARY DISEASE (COPD)
FAMILY PLANNING
INFLUENZA VACCINATION
MINOR OPERATIONS
PNEUMOCOCCAL
VACCINATION, including for travel
SMOKING CESSATION
For more details on any of these services please ask at
reception or visit our website;
www.willesboroughhealthcentre.co.uk
Freedom of Information, Publication
Scheme
The Freedom of Information Act 2000 obliges the practice to
produce a publication scheme, which is a guide to the
‘classes’ of information the Health Centre intend to routinely make
available. The scheme is available from reception.
Contacting the Practice by
telephone
Our phone lines are open from 8.00am with
appointments taken from 8.30am. Our lines close at
6.30pm after which our main number diverts to South
East Health for out of hours care.
Our telephone system asks callers to choose an option
depending on whether they are a patient and if so
which service they require (appointment, results,
prescriptions etc.)
At busy times you will be held in a queue until a
receptionist becomes available. We tend to be very
busy when the lines first open in the morning with
patients wanting to book on the day appointments. If
you need an urgent appointment please stay on the
line and your call will be answered.
Booking online
Registered patients can book appointments using our
online system. Just ask at Reception for your user
details to set up your account. This allows you to make
pre-bookable appointments to see the GP.
Our Switchboard number is 01233 621626
Useful Contact Telephone Numbers
Emergencies
Ashford Clinical
Commissioning Group
William Harvey Hospital
District Nurse
Lloyds Pharmacy
Out of Hours
NHS 111
Kent & Cant. Hospital
QEQM Hospital, Margate
Maidstone Hospital
The Chaucer Hospital
St Saviour’s Hospital
Paula Carr
Pilgrims Hospice (Cant)
Pilgrims Hospice (A’ford)
Primary Care Agency
Social Services
Citizens Advice Bureau
Bereavement Counselling
Vicarage Lane Clinic
The Samaritans
999
01233 658432
01233 633331
01233 646630
01233 621635
01233 621626
111
01227 766877
01843 225544
01622 729000
01227 455466
01303 265581
01233 616047
01227 457766
01233 504100
01622 655000
0845 3302967
01233 626185
01233 625549
01233 204100
01233 610000
Chaperone
The Health Centre is committed to providing a safe,
comfortable environment where patients and staff can
be confident that best practice is being followed. All
patients are entitled to have a trained chaperone
present for any consultation, examination or procedure
where they feel one is required. Patients can have a
family member or friend for support if they wish. The
Doctor or Nurse may also require a chaperone to be
present for certain consultations, in accordance with
our Chaperone Policy.
Non-NHS Services
The NHS does not pay for some of the services we
provide. These include private sick notes, insurance
forms, holiday cancellation forms, medical reports,
fitness to travel certificates, private prescriptions,
passport signing and some vaccination services. Our
fees for these services are in line with BMA approved
national guidelines.
The PCT
The surgery is governed by the Eastern and Coastal
Kent Primary Care Trust (PCT), Brook House
John Wilson Business Park Whitstable CT5 3QT
Carers
If you provide personal or domestic care, or emotional
support for a family member, neighbour or friend, you
may be classed as a ‘Carer’ within the Government’s
guideline. Please let a member of staff know if you are
a carer.