ROTTON PARK MEDICAL CENTRE

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Useful Information

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PRG Survey Report 2012   



How To See The Doctor

To make an appointment please telephone 0121 429 2683 or call into reception during surgery hours. If you cannot keep your appointment please inform reception so that the appointment can be given to somebody else. Urgent cases will always be seen the same day. You may be asked to call at the end of surgery or wait to be “fitted in”  between appointments. The elderly and children are given priority. Non Urgent cases are usually accommodated in the next available routine appointment. Speaking to the Doctor or Nurse—telephone 12-1pm, 3-4pm

When The Surgery Is Closed, for advice ring the NHS direct on 111 https://www.nhs.uk/NHSEngland/AboutNHSservices/Emergencyandurgentcareservices/Pages/NHS-111.aspx    or call into the walk in centre in Boots Chemist in City Centre or walk in centre in Summerfield Primary Care Centre for non urgent problems that cannot wait until the surgery is open again. For emergencies only, please telephone the surgery on 0121 429 2683 when an answering machine will give you another number to call giving the details of the on call services used by the practice. It would be useful to have a pen and paper handy and at least 2x10p pieces if calling from a public call box. This service is for EMERGENCIES ONLY and should not be used if the problem can wait until the surgery is next open. Abuse of this service will mean that you may be called to see the doctor to justify the need for the call.

Repeat Prescriptions

Requests for repeat prescriptions must be made to reception after 11.30am and you must allow up to 24 hours for them to be issued. Postal requests are accepted if a stamped addressed envelope is enclosed with your request. Please allow one week for postal prescriptions.

Test Results

It’s your responsibility to obtain, from the surgery, the results of any tests you have had done. The doctor will have advised you when to enquire. This is usually one week after tests are done for most things, but some X rays and cervical smear results can take longer. Results of blood tests, X rays etc should be obtained by patients in person by calling into or telephoning reception (on 0121 429 1543) after 11.30am

How to make an appointment

Please call our main switchboard number on 0121 429 2683 to book an appointment. Urgent cases are seen on the day. If your condition is non-urgent, you can expect to see a GP within two working days, though you may have to wait longer if you want to see a particular GP. If you don’t need an appointment within two working days, you also have the option to book up to FOUR weeks in advance if this is more convenient for you. Nurses based in our practice treat patients for a wide range of common conditions. You can expect to see a nurse within one working day. You can book up to a month ahead for clinics – please see the ‘services and clinics’ section.

Role of reception

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Nonetheless, it is your right to request to talk only to the doctor. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. We can offer a degree of privacy at a separate reception booth (in a separate room) if your enquiry is sensitive. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

How do I arrange a home visit

Our doctors typically see four patients at the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the practice if at all possible. However, we only visit you at home if your condition means you cannot attend the surgery. Please ring the main switchboard before 11 am to arrange a visit. Please be prepared to tell the receptionist about your condition so we can visit the most urgent cases first. The doctor will speak with you to see if it would be better for you to come to the surgery to be seen immediately. Home visits are normally made between 1:30pm and 3:00 pm.

What do I do in an emergency

If you need urgent medical advice during surgery hours, please phone the surgery on 0121 429 2683. Please be prepared to give some information to the receptionist. If you need to see a doctor urgently when the surgery is closed please phone the surgery on 0121 429 2683 and follow the instructions. The out of hours service provider will pass a message to the doctor on duty who may phone you to assess your problem, so you must remain close to the phone until the doctor calls. You might be asked to attend the out-of-hours clinic, or receive a home visit. This will depend on your clinical condition. Alternatively you can phone NHS Direct on 111 or visit their website at https://www.nhs.uk/NHSEngland/AboutNHSservices/Emergencyandurgentcareservices/Pages/NHS-111.aspx

NHS Direct offers free expert health information and advice 24 hours a day. It can advise you whether you need to go to the nearest A&E (accident and emergency) or if there is an alternative such as visiting an NHS walk-in centre. This is based at Boots Chemists, High Street, Birmingham City Centre and at Summerfield Primary Care Centre, Heath Street, Winson Green B18. For deaf people and those hard of hearing, a telephone services is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service. NHS walk-in centres provide advice and treatment for a range of minor illnesses and injuries. Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999.

Triage

The purpose of ‘triage’ is to ensure that all patients are dealt with fairly by an appropriate member of the team and to ensure that problems are dealt with urgently if necessary. Every morning and evening we run a service for patients who request an urgent appointment. When you request such an appointment the receptionist will tell you that you will be placed on the triage list and that one of the medical team will call you back, (but the doctor may take your call instead of calling you back).You will be asked for your name, telephone number and a brief description of the problem. All staff adhere to strict terms of confidentiality. We will endeavour to contact you within the hour and therefore ask that you remain available for this time – if your condition deteriorates you should telephone the surgery again.

Why might it be difficult to get an appointment

The surgery is particularly busy on Mondays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. On average each month 50 patients fail to turn up for their appointment. This equals approximately 12hours of wasted doctor or nurses time each month. If you let us know as soon as possible you can't attend your appointment, we can then make it available for another patient. If we can’t offer you an immediate appointment, we may phone back to offer you a cancellation slot. You can book to have a telephone consultation with a doctor if you wish at an agreed time. You will be expected to ring the practice at the agreed time.

How to get travel vaccinations

For routine protection against Tetanus and Polio please make appointments with the practice nurse. We offer a full range of vaccinations for foreign travel. For all advice and information regarding foreign travel please make an appointment with the practice nurse 4-6 weeks before departure so that immunisation can be completed. Please note that not all travel vaccinations are free of charge.

How to get a health checkup

Newly registered patients, those aged 75 or over who have not had a consultation in the past year and adult patients under 75 who have not had a consultation in the past three years all have the right to request a health check consultation with either a doctor or nurse at the practice. Please call reception to arrange an appointment.

What if I can't get an appointment

The surgery is particularly busy on Mondays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. On average each month 50 patients fail to turn up for their appointment. This equals approximately 12hours of wasted doctor or nurses time each month. If you let us know as soon as possible you can't attend your appointment, we can then make it available for another patient. If we can’t offer you an immediate appointment, we may phone back to offer you a cancellation slot. You can book to have a telephone consultation with a doctor if you wish at an agreed time. You will be expected to ring the practice at the agreed time.

Routine appointments

If you need to book a routine follow-up appointment with a particular GP you can make an appointment up to TWO weeks in advance. Please phone after 10.30am to avoid busy times. Many routine appointments are for patients who have a long-term or chronic condition that needs monitoring on a regular basis. We may write to you with an appointment. If this time is not convenient, please telephone reception to re-arrange it. It is important to continue your regular check-ups, even if you are feeling well. Routine appointments are available during normal surgery hours with the practice nurse and/or doctor. We hold regular clinics for hypertension, heart disease, diabetes, new well baby checks, smear tests, asthma/COPD . Please see the ‘services and clinics’ section for the full list.

Same day appointments

We are a busy practice, and providing some same day appointments makes it easier for you to see a doctor quickly for emergencies ONLY that cannot wait. 25% of our GP appointments are same day appointments for emergencies. You can phone anytime from 9 am for same day morning appointments and 4pm for same day evening appointments.

 

 

 

 


Last modified: 03/16/12