Westwood Clinic Using our Services Reception - Opening Times Monday - Friday 8.30am -6.30pm Saturday 8.30am -10.30am Surgery times - by appointment only Monday - Friday 8.30 am - 12.00 midday 2.00 p.m. - 6.30 p.m. Saturday (Emergencies only) 9.00 a.m. - 10.30 a.m. Confidentiality You can be sure that anything you discuss with any member of this practice - doctor, nurse or receptionist - will stay confidential. Even if you are under 16, nothing will be said to anyone - including parents, other family members, care workers or tutors - without your permission. The only reason why we might have to consider passing on confidential information without your permission would be to protect you or someone else from serious harm. We would always try to discuss this with your first. If you are being treated elsewhere, for example at a hospital or Brook Centre, it is best if you allow the doctor or nurse there to inform the practice of any treatment you are receiving. If you have any worries about confidentiality, please discuss this with a member of staff. Telephones Our telephones are continuously manned between 8.30am - 6.30pm. Our busiest time is between 8.30am - 10.30am. For non-urgent matters please try to phone later, it will be easier to get through. If you wish to speak to your doctor over the telephone, please tell the receptionist the nature of your call. You may be asked to call back at an agreed time. How to see the Doctor We operate a computerised appointment system. Call in or telephone 01733 265535. Appointments We operate a book on the day appointment system. We also offer a number of appointments that can be pre booked for specific problems. If you have a condition that is ongoing and requires a follow up appointment the doctor will tell you at the end of the consultation. You will then need to go to the reception to book your appointment. When booking an appointment, you will be asked to give details of your problem / condition. This allows the staff to offer you an appointment with the most appropriate health care professional. All patients must book into the reception on arrival. Patients are called on computerised display boards. For continuity of care, you may request to see the same doctor / nurse for an ongoing complaint - we will try and respect your wish as far as practicable. The nurses will help you with minor illnesses, using protocols and guidelines set by the practice. For all other conditions, they will take the details using appropriate guidelines and request the doctor for advice and/or examination. Emergencies - Day or Night TELEPHONE 01733 265560 Please remember that out of surgery hours you may be answered by a recorded message advising of another number to call. Have a pencil and paper ready. If you have to use a public telephone, please ensure you have enough coins for the call. Emergencies at night, weekends and on Bank Holidays may be transferred to Peterborough Doctors on Call (PDOC). Results Blood test results - the doctor will ring you if they are abnormal. If you do not hear from the surgery you may consider the results normal. Urine test results - if these show an infection or are abnormal in any way the surgery will telephone you and provide a prescription. Pregnancy test results - the patient can ring the surgery after 10.00am for the results of this test. The results will only be given to the patient. New Patients This is a simple procedure. Bring your medical card after signing it. If the medical card is not available the receptionist will help you to fill in a form at the surgery. Please bring your medications with you when you come to register. You will be given a Patients Charter. This sets out our responsibilities to you and your responsibilities to us. Once you have read and agree with all the requirements stated, we ask you to sign a form which we the keep with your medical records. Once you have registered, you will then need to book a new patient medical. Home Visits Home visits are reserved for the terminally ill or people who are housebound. Telephone 01733 265535 BEFORE 11.00 AM. If you feel the Doctor needs to come immediately, please say so. Lack of transport alone is not a reason to ask for a home visit. Repeat Prescriptions Prescriptions may be ordered by any one of these means: Telephone, post, using repeat prescription box in reception, email or fax. Telephone: 01733 265535 after 10.00am. Fax number: 01733 264263 We require 48 hours notice for repeat prescriptions. We request that you post the repeat prescriptions into the box by the reception. The box is emptied through the day and this will not add to the time taken to process the prescriptions. Repeat prescriptions will not be issued during consultations. Repeat prescriptions may be picked up from the surgery or any chemist in the town providing the patient has made arrangements for the chemist to collect the prescription from the surgery. Repeat prescriptions can be posted to you if you leave a supply of self-addressed, stamped envelopes with the reception staff. Change of Address or Telephone Number It is important to inform us as soon as possible if you move house or change your telephone number. Complaints The practice operates a complaints procedure as part of the NHS system for dealing with complaints. It meets the national criteria. If you have a complaint of concern about any service you have received from a doctor or other member of staff, please let us know as soon as possible. What the Patient needs to do: Many problems can be sorted out quickly at the time with the person concerned. However, if this is not the case and you wish to make a complaint, we have a clear procedure to help resolve the problem. Please play your part by informing us as soon as possible - within days or a most weeks of the event. A detailed complaint must be made within six months of the incident that caused the problem, or within six months of discovering a problem provided this is within twelve months of the incident. Our receptionist will issue you with a complaints form, which you should complete and return to the receptionist. This form will be given to the practice manager who will acknowledge your complaint in writing and will notify you of any necessary investigations. It is helpful if you can give as many details as possible. Patients unable to communicate in English Those patients requiring interpreters need to inform the surgery prior to attending to arrange for the service - we are unable to accommodate ad hoc requests during open surgeries for this facility. Doctors at the surgery can speak Hindu, Urdu and Telugu.

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Last updated Monday, 05-Feb-2007 10:01:45 GMT.
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