Noticeboard

Northgate surgery needs your help. Please click on the link here to find out more about how we are currently working to support your needs.

A supplier to the NHS has advised us of a global shortage of some equipment used for taking blood tests. Anyone who needs a test for urgent health problems, will still get one but where your clinician recommends that it’s safe to do so, then you may be asked to come back for a test at a later date, or your appointment may be rescheduled. Given the nature of the shortage, we cannot give an exact date for when the test will be rescheduled, but please be assured that if your condition or symptoms require it, then you will get a test, and we will be re-booking your test when supplies become more easily available. If your condition or symptoms change or get worse, please contact the NHS as you would normally

Covid-19 Frequently asked Questions

Please click here to be taken to the CCG page regarding the Covid-19 vaccine.

Covid restrictions in many settings are to end on the 19th July however please can we remind all patients that face coverings must still be worn unless you are medically exempt and follow social distancing rules within the Practice. This is for the protection of patients and staff.

 

Please see the link regarding this from NHS England: NHS England » NHS Patients, staff and visitors must continue to wear face coverings in healthcare settings 

Online Appointment Booking

We have now re-introduced online bookable appointments. You can now book:

Blood test appointments (only bookable following a GP request)

Smear tests (Only bookable following invite)

GP routine telephone calls (you have to pick an appointment date and time slot but please be aware the call back from the GP will be anytime that day from 8am until 6pm. Please ensure you put a reason)

Urgent phone call (these are released daily at 8am and are for urgent problems only. You will receive a phone call back between the hours of 8am and 6pm the same day. Please ensure you put a reason)

Verbal Abuse by Patients

Our staff are experiencing a high degree of verbal abuse from patients both on the telephone and in the surgery.  They are dealing with an extremely challenging workload at the moment and your patience is requested.  As COVID restrictions start to be lifted, we are doing our best to return to normal services as quickly as possible but we are not in control of secondary services such as the hospitals.  Our staff are doing their best, whilst also trying to contact large volumes of patients concerning their COVID vaccinations.  Whilst we do understand the frustrations of patients, staff should be treated with respect.  Thank you to all our patients who have sent their kind wishes and supportive comments - they are greatly appreciated. 

Click here to view the video that has been created with real comments by GP Patients.

GENERAL PRACTICE DATA FOR PLANNING AND RESEARCH

You can find out more about how your data is used for this and how to opt out by clicking the following link (Please note the deadline for doing this has now changed from the 1st September 2021 to a date yet to be confirmed):-

https://digital.nhs.uk/data-and-information/data-collections-and-data-sets/data-collections/general-practice-data-for-planning-and-research/transparency-notice

COVID tests and what is the different

It is important to understand the difference between lateral flow tests and PCR tests.  Please click on the following link which explains what each tests does, when you should use it and what you should do with the results:- https://www.nhs.uk/conditions/coronavirus-covid-19/testing/get-tested-for-coronavirus/

From 17 May 2021, people in England who have been fully vaccinated against COVID-19 can demonstrate their vaccination status for international travel. A full course is currently two doses of any approved vaccine. Vaccine status will be available from: 

It may take more than a week for your identity to be checked and verified so you can use this service.

If you cannot access the online services, and you have had 2 vaccines, you can request a paper letter from the NHS by calling 119. Only call 119 if you are due to travel abroad in the near future and have had your second dose more than 5 working days ago. It may take 7 working days for the letter to arrive.

This practice is not able to provide you with a letter that shows your COVID-19 vaccination status.

When you're planning your travel, check the latest information on demonstrating your COVID-19 status when travelling abroad on the gov.uk website. Make sure there is time to get  proof of your vaccination status before you leave.

 Getting your second vaccination

People need two doses of the vaccine to make sure they get maximum protection. If you had your first dose at a GP centre, you will be contacted by your practice when it is time for your second dose.

  

Finding your NHS number

You can still book an appointment if you don’t have your NHS number, provided you are registered with a GP practice. However, it will be quicker if you have your number: this will be on any letter or document you have received from the NHS, including prescriptions, or you can find it online at

www.nhs.uk/find-nhs-number


PLEASE NOTE THE NATIONAL BOOKING SYSTEM IS ALSO CONTACTING CERTAIN COHORTS OF PATIENTS VIA A CENTRALISED SERVICE.  THIS IS NOT RUN BY THE PRACTICE. IF YOU HAVE ANY QUERES, PLEASE TELEPHONE THE NUMBER ON THE LETTER AND NOT THE PRACTICE. THANKS

If you are invited for a vaccine, please act on your invite straight away and make sure you attend your appointments when you arrange them.

Please note that vaccinations are free of charge and only available through the NHS. Anyone who claims to be able to provide you with a vaccine for a fee is likely to be committing a crime and should be reported to the Police online or by calling 112.

In the meantime, please continue to abide by all the social distancing and hand hygiene guidance, which will still save lives

For more information about the vaccine, please visit www.nhs.uk or click here to view the F.A.Q.

In addition, the following leaflets from Public Health England are available on the gov.uk website

  • Why do I have to wait?
  • Guide for adults
  • Guide for healthcare workers
  • What to expect after the vaccine
  • Pregnancy

We are experiencing extremely high volumes of telephone calls. Please wherever possible use our online system by following the blue link on our home page. The online system called GP Online allows patients to have an online consultation with the surgery without attending in person or having to wait in the telephone queue. You can use this system to make an admin enquiry eg about a sick note, or a clinical enquiry. PLEASE NOTE THIS SYSTEM SHOULD NOT BE USED FOR URGENT MEDICAL ISSUES. Once you have logged your query, someone from the surgery will contact you either the same day or the next day, depending upon the time you log the enquiry. Please click on the blue link on the home page of our website and try it for yourself! 

 

 PLEASE SEE OUR CORONAVIRUS TAB AT THE RIGHT HAND SIDE FOR ADDITIONAL INFORMATION TO HELP OUR PATIENTS

THE RESULTS OF 2020 PATIENT SURVEY

The national patient survey results are out and we are pleased to announce the we have scored equal to, or above the national and local average in ten out of eighteen areas.  Our best results were as follows :-

92% of patients find the reception team helpful

87% of patients waited 15 minutes or less to be seen

88% of patients said the professional they spoke to gave them enough time during their appointment

88% of patients said the professional they saw was good at listening

86% of patients said the professional they saw was good at treating them with care and concern

96% said they had trust in the professional they saw

91%  said their needs were met during their last appointment

84% of patients describe their overall experience as good

If you want to view the full report, go to www.gp-patient.co.uk

Obviously we are not complacent and always want to work hard to improve on our results so that the service we offer is the best it can be.  Thanks to our hard working team.

 

GP ONLINE CONSULTATIONS

We have a new system that allows patients to consult with the surgery online - this can be for an admin query such as a sick note or a clinical query.  Once you have logged the details of your request, a member of the surgery will contact you with a response.  PLEASE NOTE THAT THIS SYSTEM IS NOT TO BE USED FOR URGENT MEDICAL ISSUES.  To use the new system, please click on the blue box on the home page.  If you require any help using the new system, please contact a member of our administration team.  Using this system is particularly useful during the current coronavirus outbreak - it avoids you having to visit the surgery which protects you and our staff

Electronic prescriptions help save the NHS money.

You will receive your prescriptions in the same way as you do now.

Read more about EPS on the NHS Digital website.

https://digital.nhs.uk/services/electronic-prescription-service

 

GET YOURSELF ONLINE AND BEAT THE QUEUES!  If you need helping logging in with your password, please contact reception who will be able to help.

The law on how we process your personal data has changed.  There are new regulations called the General Data Protection Regulations (GDPR).  Please see our fair processing notice for adults and children under the Practice Policies tab on the right hand side.

Carers Packs.  We have put them together for Carers and the Elderly which contains a wealth of information on the services available to you.  To obtain a free copy of Northgate's carers pack enquire by telephone and we will send you one out.

PLEASE SEE BOTTOM OF PAGE FOR ONLINE SERVICES.

Young Person's Telephone Advice Clinic - On Wednesdays between 12.00 noon and 12.30pm we run a young person's (13-19 year old) telephone advice line for dedicated advice on any matter that you would like to discuss with someone clinical on a totally confidential basis.  Please feel free to contact reception during these times and someone will help you.

Practice Policies

Policy on Failure to Attend Pre-Booked Appointments

 

If a patient fails to attend a pre-booked appointment on three or more occasions in a six month period, a warning letter will be sent to the patient, advising them that a further occurrence within six months could risk removal from the practice. If a further non-attendance occurs within six months, a final warning letter will be sent informing them that if they miss any further appointments, they will be discussed at the next Practice meeting and the likely outcome will be that they will be removed from the Practice list. Following agreement with the Partners, if they are to be removed, the Practice Manager will write to the patient and explain the reasons for removal. The term 'appointment' includes face to face AND telephone appointments.

 

Warning letters are valid for a period of 12 months.

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

 

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made to the Administration Department and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

 

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you wish to pursue an informal or formal complaint one of the Management team will be happy to talk to you - the Practice Manager, Alison Sugarman can be contacted on 01977 703635 or email alison.sugarman@nhs.net who will deal with your concerns appropriately.  Further written information is available regarding the complaints procedure from reception.

Verbal Abuse and Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.  Verbal abuse which does not threaten the safety of staff will still be treated seriously as this is a form of bullying.  We expect all patients to treat our staff with consideration and respect.  Patients who verbally abuse staff will be sent a warning letter.  If their behaviour continues, their removal from the Practice will be discussed with the Partners.  If a patient is removed from the Practice it is their responsibility to find another Practice.

Social Media Policy for Patients

Please click here to access the patients' social media policy. 

Patient Access Policy

Please click here  to view our Patient Access Policy.

Fair Processing Policy

Please click here to access our Fair Processing Notice.  To view the children's notice please click here.   

Conflicts of Interests Policy

Each year we publish on our website details of any conflicts of interests staff who are in a position of authority might have.  Please see below details for each relevant person

Dr VegaDr RiddettDr Ibrahim
Dr KemshellDr ClarkDr Brennan
Dr SeddonDr BaldwinDr Wong
ACP Jayne ThomasAlison Sugarman (Practice Mgr)Rebecca Clegg (Assistant Practice Mgr)

To view the Conflict of Interest Policy for Northgate Surgery please click here.

Pharmacists and Pharmacy Technicians

We have qualified pharmacists and pharmacy technicians working in the practice to support safe, effective and cost-effective prescribing. These healthcare professionals are all registered with the General Pharmaceutical Council and are a valuable resource in helping us maintain the best patient care around prescribing. In order to administer direct patient care, these professionals require access to patients’ clinical records. Each individual works in accordance with the Data Protection Act and Caldicott guidelines and have signed a confidentiality agreement.



 
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