Patient Partner

Patient Partner is now live! Patient Partner is a system that allows our patients to book, cancel, check or change appointments at any time, night or day using their telephone.
To use it ring 0191 4772430 as usual and follow the prompts. It’s simple to use, just key in your date of birth and telephone number to confirm your identity. Please remember to keep your details up to date and inform us of any changes to your address or telephone number.
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CQC rating

The practice was inspected by the Care Quality Commission on 15th September and the practice was given an overall rating of Good. We were rated Good in all of the key areas.

We would like to thank all of our patients for all of your support and particularly those of that took the time to complete comments cards and visit us on the day to speak to the inspectors.

You can read the full report here

 

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Online access to your medical record

Second Street Surgery works in partnership with our GP software supplier, EMIS, to offer online access to our 24/7 appointment booking, repeat prescription ordering and online access to medical records. This service is free to our patients and is very easy to use.

To use this facility you will need a user name and password. To request access, please complete this form. As a security measure, your login details will be sent to your home address. It can take up to 28 days for you to be given access your records online. If you have not received your log in details after 30 days please contact the surgery.

If you already have access to our online services, you will need to reapply in order to access your medical records.

Terms and Conditions of Use

We feel that this service is of great benefit to our patients and it is offered free of charge. Our experience and feedback from patients has been very positive.

However, there are a few things to note:

Availability and Liability

The online service is run by our IT supplier, EMIS. We cannot accept responsibility or liability for direct or indirect loss resulting from the use or inability to use the service, howsoever caused. Nor can we offer guarantees that any of our online services will be available all the time.

Please be aware that you can only order repeat medications online. All medication requests may be refused at the discretion of the doctor (where this occurs it is almost always because of safety concerns, such as overdue a medication review, or you appear to be over ordering medication.)

Security

EMIS uses a high degree of security to protect your confidential information whilst you use the service. However, due to the nature of the internet and the fact that the service is run by EMIS and not us, we cannot offer any warranty that the service is 100% secure.

You are responsible for keeping your login details secure. We recommend that you use a reliable and comprehensive security package on your computer that includes protection against identity theft.

Acceptable Use

Use of EMIS Access is for personal use only. We will withdraw the facility to use EMIS Access on anyone who abuses the system. This includes, but is not limited to: accessing or attempting to access someone else’s account; booking an appointment or ordering medication on someone’s behalf (except for a child under 16 years), sending abusive or otherwise inappropriate messages; any illegal activity; any use or activity that blocks the use of the system to other patients; and booking appointments and then failing to attend without informing us in advance.

Privacy and Confidentiality

We will never ask you for personal details by email.

Confidentiality is the bedrock of medicine. Except for very rare occasions where the law requires us to, we will not give out personal information to any third party.

These are a summary of the main points regarding the use of the service. By using the service you are also agreeing to the terms of service which can be found on the EMIS Access website.

Online Access to Medical Records

We reserve the right to deny access to parts or the whole of the record where we feel that this is not in your best interest. Examples of when we might exceptionally do this might include:

  • Hiding information that may cause you or someone else harm (for example, where the record information about someone else)
  • Where we have good reason to believe that someone else may gain access to your records without your agreement

The access granted may vary from patient to patient and from time to time. This may occur where we are piloting new features or where a patient has been giving additional training or education.

Whether access is denied in part or in full will never be on the grounds of characteristics protected under the Equality Act: age  [though see below], gender, sexual orientation, marital status, religion, ethnicity and so on.

Under 16s

A parent or other legal guardian may apply for access to online services on behalf of a person under the age of 16 years.

However, young people do have the right to consult us without an adult being present. Whilst we would normally encourage them to speak about any health issues they may have with a parent or guardian, where a young person has sufficient understanding to understand the consequences of their decisions (and there is no suggestion of abuse) we will respect their right to confidentiality.

For this reason, we will turn off parental / guardian access to online services when a young person turns 11 years of age. A young person may reapply when they are 16 years of age.

Application for online services and acceptable forms of ID

You will need to complete an application form and bring in two forms of proof of ID when you hand this form back in so that we can verify your identity before giving access to your records. One of them should be photo ID like a passport or driving license. If you do not have this please speak to a receptionist.

  • Current UK photo card driving licence (full or provisional), or old paper form licence if still in date (full only)
  • Current European driving licence
  • Current Full signed passport
  • Current Inland Revenue tax code notification (e.g. Notice of coding, tax assessment, statement of account)
  • C1S4 or C1S6 registration card issued by the INland Revenue (for self-employed in the construction industry)
  • Savings account certificate of investment
  • Current benefits agency benefit book or letter confirming entitlement to benefits (includes personal invitation letter from Department of Work and Pensions)
  • Current residence permit (issued by the Home Office to EU nationals)
  • Current debit/credit/cheque guarantee card (non-Halifax)
  • N.U.S student card
  • Application registration card (ARC) or SAL1/SAL2 for asylum seekers
  • Current blue disabled drivers pass
  • Current EU Member State identity card
  • Northern Ireland electoral identity card
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Care Quality Commission Inspection Visit

The Care Quality Commission will be carrying out our inspection visit on Thursday September 15th. The inspector will be talking to patients in the practice between 9am- 12pm that day.

If you would like to give feedback regarding the care you receive from the practice you can do so in a number of ways. All feedback will be treated confidentially.

  • Call into the surgery on the day of the inspection.
  • Call into the surgery any time up until the day of the inspection and complete a feedback card and pop it into the box in reception
  • Go to www.cqc.org.uk/public/sharing-your-experience
  • Telephone 03000 616161

All feedback is appreciated!

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Accessible Information Standard

By 1 April 2016 all organisations that provide NHS or publicly funded adult social care must identify and record information and communication needs with service users:

  • At the first interaction or registration with their service
  • As part of on-going routine interaction with the service by existing service users.
  • By 31 July 2016 all organisations that provide NHS or publicly funded adult social care must have fully implemented and conform to the Accessible information Standard.

What does this mean for you?

We want to get better at communicating with our patients. We want to make sure you can read and understand the information we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.

  • We want to know if you need information in braille, large print or easy read.
  • We want to know if you need a British Sign Language interpreter or advocate.
  • We want to know if we can support you to lipread or use a hearing aid or communication tool.

Please tell the receptionist when you arrive for your next appointment, send an email to secondstreet.surgery@nhs.net or call us on 0191 4772430 to discuss how we can improve our communication with you.

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Think Pharmacy First

Think Pharmacy First

Think Pharmacy First

It takes five years for pharmacists to become fully trained.

So they are experts in the use of medicines and are qualified to diagnose and treat minor illnesses.

For many illnesses, your local pharmacist can provide free advice and medication to help you and your family feel better. Pharmacists are also required to continue to update their knowledge and skills at all times.

All community pharmacies in Gateshead and Newcastle are taking part. To find your nearest pharmacy, visit:http://www.nhs.uk/Service-Search/Pharmacy/LocationSearch/10

How can Think Pharmacy First help you?

We know that people visit their GP with minor illnesses that their local pharmacist could help with. Instead of booking a GP appointment, you can visit your local pharmacy instead, saving you time and with no appointment needed, you can just walk in.

All pharmacists can give advice and medicine if you need it that will help clear up the problem.

If your condition is more serious they will then refer you to your GP.

What’s more, many pharmacies are open in the evenings and on the weekends. Click here to find your nearest pharmacy.

Which illnesses are included?

Advice from your pharmacist is always free but thanks for the Think Pharmacy First scheme they can also provide treatment for the minor illnesses below:

Aches and pains

· Back pain

· Headache

· Migraine

· Period pain

· Teething

· Toothache

Allergies

· Bites and stings

· Hay fever

· Skin reaction

Colds and flu

· Cough

· Congestion

· Sore throat

· Fever and/or temperature

Ear care

· Earache

· Ear infection

· Ear wax

Eye care

· Bacterial conjunctivitis (sticky eyes)

· Styes

Stomach aches

· Constipation

· Diarrhoea

· Haemorrhoids

· Indigestion

· Reflux

· Threadworm

· Vomiting

Head lice

Any skin or mouth problem

· Athletes foot

· Chickenpox

· Cold sores

· Contact dermatitis (inflammation of skin)

· Fungal skin infection

· Impetigo (blisters)

· Nappy rash

· Scabies

· Skin rash

· Vaginal thrush

· Warts and verrucae

Can I get free treatment?

If you don’t normally pay for your medicines, then you don’t need to pay with Think Pharmacy First – you can get them free and over the counter from your local pharmacist without the need to see your GP.

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Free telephone support service

We are working with Changing Lives to offer a free telephone support service for our patients.

Would you like to receive a weekly telephone or Skype call from a volunteer who has experience and knowledge to support you to make positive changes in your life?

Our volunteers can offer support for any of the following

  • Homelessness
  • Drug and alcohol problems
  • Isolation and loneliness
  • Ex offender struggling to adjust or recently released from prison
  • Veterans and their families
  • Long term conditions
  • Support for any other issues

 

For more information or to be referred for support contact the surgery and speak to a receptionist.

 

 

 

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Health monitoring checks

We are updating our records

It would be helpful to us if you could use the health monitoring machine in our waiting room to have a check of your height, weight and blood pressure while you wait for your appointment. These should be checked yearly, it is particularly important if you have not had these checked since April 2016.

You will be provided with two results slips, one for you to keep and one to hand in to reception. Our receptionist will ask you about your smoking status too.

If you would prefer to see our healthcare assistant to have the checks please ask at reception. Our healthcare assistant also offers support for stopping smoking. If you have any concerns regarding your weight or if you would like advice on healthy eating or weight loss you can book an appointment with the practice nurse.

 

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Patient survey feedback

We would like to thank all of our patients that have taken the time to complete surveys regarding the practice in the last year. These surveys provide valuable feedback that enables us to continuously improve the service we provide for our patients.

The practice has seen a lot of change in the last year so this feedback is particularly important now as we look to develop and improve the practice. Dr Bolel has taken over following the retirement of Dr Kumar and is now the registered GP for all registered patients. We have taken on a number of new staff. We now have a new practice manager, practice nurse, healthcare assistant and two additional receptionists.

Through the feedback and comments given in the surveys we were able to identify some areas for improvement and have made some changes.

  • Improve telephone system and ability to get through on the telephone- We have increased the number of lines coming into the practice and have had our telephone system reconfigured to make it easier to get through. We have also recruited two new reception staff.
  • Improve on the day access- We now have a number of appointments that are reserved to book on the day. If these appointments are fully booked and you feel you need to see a GP urgently, please advise our receptionist of this. They will take details of the problem and pass them on to Dr Bolel so that he can assess and advise on what to do next. This may be an appointment or a telephone consultation depending on the nature of the problem.
  • Providing late appointments- We already provide late appointments on a Monday night but some of our patients were not aware of this. Our late appointments are available until 7.30pm on Monday evenings and can now be booked online too.
  • Provide telephone consultations- We do offer telephone consultations providing it is appropriate, for example where an examination is not required. Speak to reception to request a telephone consultation.
  • Increase nursing appointments available- We have recruited a Healthcare Assistant to support our practice nurse. The practice nurse now has late appointments on a Monday too.
  • Improve how we manage our long term condition clinics- We now invite patients with a long term condition in for their review on the month of their birthday and carry out a review of all of their conditions which patients have found more convenient. If you are a patient with a long term condition and would like to give feedback about how we can improve the service for you we would like to hear from you.
  • Out of hours access- Some of our patients were not aware how to access a GP out of hours. You can access a GP when the surgery is closed by calling the surgery telephone number. You can also get advice and treatment from your local pharmacy for minor problems or call NHS 111 If it is not an immediate emergency. NHS 111 is available 24 hours a day, seven days a week. It can provide medical advice and details of the best local service that can provide care. See our website for more information.
  • Improve patient participation- We want to ensure that the service we provide is of a very high standard and most importantly, meets the needs of our patients. The practice did have a patient participation group at one time but it has not met or been approached for feedback in a while. We have approached a number of patients that were involved in the patient participation group in the past and some we thought may be interested to confirm they would like to be involved and we plan to approach the group to get feedback and suggestions about some projects we are working on.
  • We have had some very positive feedback regarding the changes in the practice already, particularly about the friendly approachable team and the caring and attentive GP’s.  We always like to hear your comments or suggestions and you can give feedback in a number of ways.
  • Friends and family test questionnaire- ask at reception or call the surgery to do this on the telephone with our receptionist
  • Review our practice online at www.iwantgreatcare.org
  • Go to www.nhs.uk and leave a review on the NHS choices website
  • Join our patient participation group
  • Contact the practice manager, Teresa Graham, on 0191 4772430

 

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Extra Care Appointments

Extra Care Appointments

A project to offer extended access to primary care is running across Gateshead. Additional GP and Nurse appointments are available at the following locations:

Blaydon Primary Care Centre (from 7 September 2015)

Monday – Friday 8am – 8pm

Saturday & Sunday 9am – 2pm

Trinity Health Centre (from 28 September 2015)

Monday – Friday 4pm – 8pm

Saturday & Sunday 9am – 2pm

These appointments are available to book through our reception team. Ask our receptionists for more information.

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