Clinics
Registrations
Personal Health Information
Compliments, Comments, Complaints
The Patients Charter
Walk in Centre
Emergencies Out of Hours


Clinics

We offer regular clinics to monitor the health of patients who suffer with chronic conditions such as: COPD, Asthma, Diabetes, Chronic Heart Disease, Hypertension, please be sure to attend for a regular review to ensure we are giving you the correct medication.

Cervical smears are taken by the practice nurse.

The practice nurse holds a fortnightly clinic for childhood immunisations; you will receive an appointment through the post for this clinic.

INR anticoagulation clinics are held on a Tuesday afternoon to monitor patients who require Warfarin therapy.

We also offer travel vaccination clinics with the practice nurse, pleased advice the surgery in advance of your travel destination to ensure we have the correct vaccines in stock.

The surgery is committed to encouraging all patients to quit smoking and as such smoking cessation appointments are widely available.

Registrations

Patients register with the Surgery on a rota basis with the other doctors within the Station Plaza Health Centre. If you particularly wish to register with Cornwallis Surgery and it is not our week for taking patients you will still be able to register.

Repeat Prescriptions

We will only accept requests using one of the following methods

Our computer generated repeat slip which you receive with the original prescription

Filling out a repeat request form from the reception desk

Request by fax 464753

Please note that we do not accept telephone requests for repeat prescriptions this is for your own safety as it avoids mistakes where reception staff mishear a request.

Please allow two working days for your prescription to be processed and available for collection from the surgery. Please allow longer if you require us to post it to you because of variations in delivery times by the postal service. Please enclose a stamped, addressed envelope with your request if you require us to post it back to you.

If you have more than one prescription, please try and order all your items together.

Many Pharmacies offer a repeat prescription collection and delivery service. For further information about this please ask at your pharmacy or at reception.

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Personal Health Information

This is information that identifies you: it includes your name, address, date of birth and this is linked to information about any care or treatment you are receiving, your lifestyle and results of any tests you have had.

All your data is kept on computer as we are a ‘paper light’ surgery. Your record will be stored securely and only staff has access to your record.

All NHS staff have a duty to keep your information confidential.

The NHS stores your information securely

Only relevant information is shared within the NHS or with outside organisations when requested and only with your signed consent.

How is my information used?

NHS staff use your information to give you the best care and treatment you need, we will share your information if:

your GP refers you to a hospital or other outside clinic

you are moved from one hospital to another

you need care at home from a district or specialised nurse

a solicitor requests access to your medical records for legal reasons, this would only be undertaken with your signed consent

you leave the practice to register with another in which case an electronic version of your record is sent to your new GP and your paper notes are retrieved from secure storage and also forwarded to your new GP

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Compliments, Comments, Complaints

We aim to provide the highest level of care for all our patients. We are always willing to hear if there is any way that you think we can improve the service we provide. Please don’t hesitate to leave us any comments or suggestions you may have, with as much detail as you can give us. We shall investigate these comments fully and reply to you as quickly as possible.

Making a Complaint

Our full policy document, which is designed to ensure that we settle any complaints as quickly as possible, can be seen in reception.

You can make your complaint:

In person – please ask to speak to Jane Gierus, Practice Manager.

In writing – some complaints may be easier to explain in writing. Please send as much information as you can, marked for the attention of the Practice Manager.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to know that you have his/her permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

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The Patient’s Charter

The Patients’ Charter is displayed in the patient waiting area in the surgery. Copies are available to all patients on request.

Carers

The practice would like to know if you are a carer, especially those patients who, whatever their age, may be caring without help or support. Carers are often “hidden” looking after a family member or helping a friend or neighbour with day to day tasks and may not see themselves as a carer. As a carer, you are entitled to have your needs assessed by Social Services. A Carer’s Assessment is a chance to talk about your needs and discuss any possible ways you could be given help. There is no charge for an assessment.

Access to your medical records

Under the Data Protection Act 1998, you have a legal right to access your health records. If you want to see your health records, you can arrange a time to come in and view them. You don't have to give a reason for wanting to see your records. Please ask at the reception desk for the practice manager.

You will usually receive a response to your request within 21 days, although the law states that your hospital, or surgery, has up to 40 days to respond.

Your request will usually only be refused if your records manager, GP, or other health professional believes that information in the records is likely to cause you, or another person, serious harm.

Please ask to speak with the Practice Manager if you require access to your records.

Power of attorney

Your health records are confidential to you and members of your family are not allowed to see them, unless you have given them written permission, or if they have power of attorney

A lasting power of attorney is a legal document that allows you to appoint someone to make decisions for you should you become incapable of making decisions yourself.

The person you appoint is known as your attorney. An attorney can make decisions about your finances, property and welfare. It is very important that you trust the person you appoint so that they do not abuse the responsibility. A legal power of attorney must be registered with the Office of the Public Guardian before it can be used.

If you wish to see the health records of a person who has died, you will need to apply under the Access to Health Records Act of 1991. Under this act you ca only apply for the records of the deceased if you:

were their personal representative

are their executor (the person named in a will who is in charge of dealing with the property and finances of the deceased),

are their personal administrator

Have a claim resulting from their death.

To access the records of a deceased person you must go through the same process as for a living person. This means contacting the GP surgery where you will be asked to fill in a form stating your reason for wishing to view the notes, this will then be forwarded to the health authority that holds the records of the deceased. They will make the decision as to your entitlement to view these notes not the GP.

If you are unsure whether you are entitled to view the records of a deceased person please enquire at reception.

Charges

As your records are now held on a computer, there will be an administration charge of £10. Someone would sit with you while you viewed your records as you would not be allowed unrestricted access to the surgery computers.

If you require copies of your records this will be charged at a rate per sheet copied.

Rude or abusive behaviour

Behaviour that is deemed rude, abusive or racially motivated will not be tolerated and if any of these instances occur the Police will be called and the patient responsible will be removed from Dr Hussain’s list.

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Walk in Centre

The walk in centre is located on the ground floor of the building; it is run in conjunction with South East Health.

The centre is open 8.00am to 8.00pm seven days a week including public holidays.

In the event of an emergency, if you are unable to obtain an appointment to see your own GP, you may attend the walk in centre.

You do not need to make an appointment – you can just walk in and wait to be seen.

Please do not attend the walk in centre before contacting your GP for an appointment.

Please note the centre does not offer a travel vaccination clinic, nor does it offer routine child immunisation appointments, these must be booked in advance with your own GP.

Please be aware you will have to wait to be seen at the centre and the reception staff are unable to give you an estimated waiting time.

Please do not use the walk in centre as a prescription service, they do not deal with repeat prescriptions and it is your duty to put your prescription request in to the surgery before your medication runs out.

Emergencies Out of Hours

For ease of access to the out of hours service, please call the usual surgery number 01424 464752, this call will automatically be transferred to the out of hours service at no extra cost to you.

Or

Telephone South East Healthcare – 03000 242424

Or

www.nhsdirect.nhs.uk – 0845 4647

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