We welcome you to

1. We welcome you to Surgery opening times Monday- Friday 8.30am-12.30pm & 13.30pm- 18.30pm Closed Saturday, Sunday and Bank Holidays Out of Hours Tel:020 8969 0808

2. WE WOULD BE GRATEFUL IF ALL PATIENTS COULD REPORT TO RECEPTION UPON ARRIVAL AT THE SURGERY.

3. Did you travel to the surgery by car? We would like to remind you NOT to park in Invermead Close without a permit

4. If you wish to park in Invermead Close, you will need to display a parking permit obtained at the reception desk. There is normally a charge of £1.50 per visit Disabled drivers can park free of charge, displaying a Blue Badge and a special permit for the disabled bay which is at the rear of the surgery

5. All patients will be asked to leave a Credit Card or Driving Licence as temporary security for using the permit. This is to ensure its safe return

6. There are two bicycle racks available at the rear of the surgery for any patients wishing to secure their bikes whilst visiting the surgery.

7. Please turn off your mobile phone in the surgery

8. Polite Notice We would be grateful if patients could refrain from leaning over the reception desk when talking to the receptionists This is for confidential and infection control purposes

9. Zero Tolerance The Park Medical Centre supports the NHS Zero Tolerance policy with regard to anti-social, abusive or violent behaviour towards our staff.

10. Park Medical Centre helps train the GPs of the Future. We are proud to be part of the national training scheme that ensures that we have well qualified GPs for tomorrow. GP speciality trainees are qualified doctors who then spend up to three years adding to their skills. This will include eighteen months working under supervision at a GP surgery. At any one time we may have three such trainees here.

11. Are fully qualified doctors. • Up to speed with all new developments. • Have full access to the patient computerized medical records. • Generally have longer appointment times which enable them to spend more time with patients. • Consult a more experienced doctor where appropriate. • Have regular sessions with one of the qualified GPs to talk through various aspects of care. • Have regular sessions with other trainees to sharpen their skills. GP trainees:

12. GP trainees continued: • We believe that the standard of care offered by the trainees is first class. They are supervised by the experienced doctors and this may reduce the number of appointments that the experienced doctors can offer. • We aim to ensure continuity of care by making full use of the computer system, informal discussions and regular clinical meetings. • If you would like to see a particular doctor we will always try to arrange an appointment and all doctors are bookable up to 3 weeks in advance.

13. Carers A carer is someone who provides informal, unpaid support and care to a friend or family member. A carer can be any age, including children and young people. We would like to support our patients who also provide care. If you are an informal, unpaid carer, please let a member of staff know as we can offer you extra support to find appropriate information and advice as well as help you to stay healthy yourself

14. Carers Carers can have their own needs assessed by H&F Social Services. Social Services works with the Hammersmith & Fulham Carers’ Centre to provide support to anyone caring for someone in the borough. For more information call 020 8753 5456 or visit Community Support Centre at 145 King Street, Hammersmith. If you require further support the H&F Carers’ Centre operates a drop-in service at 182a Hammersmith Road, London W6 between 10am – 5pm or you can call 020 8563 8014.

15. We are proud to be a Training Practice for Nurses and Doctors in training At some stage a doctor or nurse in training may sit in on one of your consultations for training purposes only. If you are not happy with this please do not hesitate to speak to someone at reception

16. Appointments We recognize that our patients have differing needs when it comes to appointments. We have set up a system to try to meet those needs We set aside each day a number of ‘emergency’ appointments. We allocate these by operating a telephone triage system whereby a doctor assesses the needs of the patient for an appointment. These are designed to allow access for patients who need to see a doctor immediately

17. Appointments We also set aside a number of appointments that are only bookable up to 24 hours in advance. These are designed for patients who need access relatively quickly. The rest of our appointments can be booked up to three weeks in advance, thus enabling patients to plan their treatment times

18. Please make sure that you cancel your appointment if you cannot attend for any reason, as soon as possible, via phone, fax or email Missed appointments mean that other patients cannot obtain an appointment

19. Want a particular doctor to call you back? We appreciate that doctors are sometimes quite hard to get hold of and it is not fair to other patients to interrupt them when they are in surgery. If they are out of the building, on home visits or attending meetings we will get a doctor to call you back. There is always a doctor on call in the surgery and they can give out results and deal with any immediate queries. We appreciate though that a patient may want to speak to a particular doctor and we have a system for meeting this need.

20. You can request a call from a particular doctor: By email, by fax, in person or by phone. By email: Send your name, date of birth and the doctor that you wish to speak to together with the most convenient phone number by email to parkmedicalcentreW6@nhs.net In person: Please ask at reception. By phone: Please call the surgery on 020 8741 7471. Try to avoid the busy times by phoning in the afternoon between 2.00 and 3.00 pm. By fax: Send your name, date of birth and the doctor that you wish to speak to together with the most convenient phone number by fax to 020 8834 7312. Your message will then be put on the doctors message board. Please be aware that it may take a day or two for a doctor to respond, longer if they are away on holiday.

21. If we needed to contact you, would we be able to reach you? Are your contact details up to date? Pick up a contact form to fill in from Reception

22. Text Messages from Park Medical The practice now uses a text message service to remind you of an upcoming appointment

23. From time-to-time we may also text you with relevant information e.g. additional flu clinics or ask for medical information Please let us know if you would prefer not to receive texts from the practice

24. Repeat Prescriptions Please give us at least 24 hours notice before you need the repeat prescription. You can order repeat medications up to one week in advance which will give us more time to process your request. If the medicines you require need reauthorisation, it may take a little longer to process your application For more information ask at reception

25. Repeat Prescriptions If you are on regular tablets or medicines, your prescription will be issued with a computerised request slip attached There are five ways of requesting repeat prescriptions...

26. You can request repeat prescriptions… • By Email • By Fax • In Person • By Post • By Phone

27. Prescriptions in Person Please use the computerised request slip. Delete any unwanted items and post in the box in reception. Please have available the names of the medications and be prepared to spell the names if asked.

28. Prescriptions by Phone If you wish to request your prescription by telephone, please call 020 8741 7471 in the afternoon between 2pm and 3pm. Prescriptions by Post Please use the computerised request slip. Delete any unwanted items and post to: Repeat Prescriptions, Park Medical Centre, Inver Court, Invermead Close, London W6 0QG. If you want us to return the prescription in the post, please provide a stamped addressed envelope.

29. Prescriptions by Email Carefully copy the items required from the computerised request slip onto an email and send to: parkmedicalcentreW6@nhs.net Prescriptions by Fax Please use the computerised request slip. Delete any unwanted items and fax to: 020 8834 7312

30. Are you going on holiday? If you need jabs, we can help. Ask at reception for more information

31. Do you know when to immunise your child? Immunisations need to be carried out at: • Two months old • Three months old • Four months old • Around 12 months • Around 13 months • Three years and four months to five years old

32. Immunising your child? Please attend our baby clinic to have these immunisations carried out Every Tuesday 1:30pm – 3:30pm By appointment

33. Well Baby Clinic Baby clinic is held every Tuesday between 1.30 – 3.30pm. Appointments should be booked in advance. A health visitor, doctor and practice nurse are available. The clinic is specifically set up to carry out immunisations, baby checks and weighing and to help with queries and concerns. Please note, sick babies are seen by a doctor in normal surgery.

34. Smear tests are carried out on women aged between 25- 60 every three years here in the practice. Please book an appointment with the nurse

35. The practice offers health checks for those between the ages of 40-74 years. Please book a double appointment with the receptionist It is not required to fast for the blood test

36. Have you had a test here recently? Waiting for the results? Results from your sample are normally available in five working days, but certain tests may take longer Please call us on 0208 741 7471 after five working days between 2 and 3pm for your result and further advice. Please tell reception the name of the doctor who talked to you about having the test done.

37. Chlamydia is a very common sexually transmitted disease – one in ten sexually active young people is believed to have it. There are often no symptoms but if left untreated it can cause infertility and other health problems. Testing is done by a quick urine sample and is free for all 16 to 24 year olds. Treatment is a single tablet of antibiotics. Ask the doctor or practice nurse if you would like a test or visit www.check-kit.org.uk to request a confidential postal testing kit.

38. All doctors are happy to provide pre-conceptual advice and shared care with the maternity unit of your choice to deliver your baby. We work closely with local midwives at the local hospitals. Maternity Care

39. Do you have a long term condition? Do you want to learn about… …relaxation techniques? …using your medication correctly? …diet? …exercise? …using health resources appropriately? …how to improve your quality of life? Call today to find out more, 020 8846 6803 or 020 8846 6819 or visit our website at www.hf-pct.nhs.uk/expertpatients or ask at reception about our Expert Patients Programme

40. Health Information Leaflets There are a number of leaflets on various health issues available at the practice. These can be found in the waiting area. Please ask the receptionist or a nurse for any leaflets that you cannot find.

41. Do you want to quit smoking? SMOKING CESSATION ADVICE Should you require advice and help to give up smoking, please ask to make an appointment to see one of the smoking cessation advisors. Betty Whelan Sue Curran Yodanos Tewelde

42. Feedback, Comments & Suggestions Feedback from our patients is vital to maintain and improve our standards of service. We welcome comments and suggestions on all aspects of the care we provide. We also understand that there are times when you may feel it necessary to complain Suggestions or complaints can both be made on the special slips located on the reception desk and placed in the box provided

43. Patient Questionnaire Feedback from our patients is vital to maintain and improve our standards of service. We welcome comments and suggestions on all aspects of the care we provide. We would welcome patients feedback via an anonymous questionnaire which is available at reception This can also be done via our website: www.parkmedicalcentre.com

44. Virtual Patient Reference Group We are keen to ensure that our patients are involved in decisions about the range and quality of services we provide and that their views are considered in future development of the Medical Centre. To initiate this, we plan to create a Virtual Patient Reference Group (VPRG) via internet/email. This will enable our patients to give their views and comments electronically at their convenience. We are keen to hear from patients who are interested in being part of a VPRG at the Medical Centre. We are particularly keen to have patients who have long-term illnesses e.g. diabetes, asthma, high blood pressure etc. If you are interested in joining, please complete one of the slips available and we will contact you with further details.

45. You can request a photocopy of any correspondence from your medical records. A charge of 50p per copy will be made. You may also have a copy of any referral letters sent on your behalf, free of charge, if you ask at the time of referral and supply a self addressed envelope.

46. Sharing Informationa message from NHS England“CARE DATA” • Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care. This information is used to plan and improve services for all patients and to link services to each other. This is done using your postcode, NHS number etc. Your identity is protected. A leaflet about sharing of information is available. CONTINUED

47. “Care Data”Message continued Please note sometimes information is released to approved researchers under strict rules of how it is stored and used. • YOU HAVE THE OPTION TO OPT OUT and this will be noted in your records.

48. Access to Medical Records Patients have the right to access their medical records. We would be grateful if you could put this request in writing, giving your date of birth, address and a contact number, and a member of staff will arrange this for you. You will have access to both paper and electronic records. You will be asked to provide some identification at the time of accessing your notes.

49. Data Protection & Confidentiality The practice is very aware of confidentiality and data protection issues. We take such matters very seriously and have stringent confidentiality and data protection procedures, which are regularly reviewed.

50. Additional Services Private services not covered by the NHS Acupuncture: Acupuncture treatment is available from Dr Xiao Lan Deng. To book an appointment please call 0207 272 6888