KENT HOUSE SURGERY NEW ASH GREEN SURGERY 36 STATION ROAD LONGFIELD KENT DA3 7QD TEL:

K ENT H OUSE S URGERY 36 S TATION R OAD L ONGFIELD K ENT DA3 7QD T EL : 01474 702127 N EW A SH G REEN S URGERY M EADOW L ANE N EW A SH G REEN K ENT D...
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K ENT H OUSE S URGERY 36 S TATION R OAD L ONGFIELD K ENT DA3 7QD T EL : 01474 702127

N EW A SH G REEN S URGERY M EADOW L ANE N EW A SH G REEN K ENT DA3 8RH T EL : 01474 873828 www.longfield-newashgreen-surgeries.co.uk

Welcome to our practice located on two sites:  In Longfield at Kent House, Station Road (opposite Waitrose)  In New Ash Green, Meadow Lane (next to the Library) There is access at both our surgeries for the disabled via a ramp near the front entrance and disabled parking spaces are available outside both surgeries. All doctors consult in both surgeries, spending half their time at each site. You may consult any of the doctors but it is preferable to stay with the same doctor for any particular problem. YOUR DOCTORS: Dr David J Rebel Dr Andrew G Dott Dr Paul R Davies Dr John N Luffingham Dr Jeanne Herring Dr Yvonne M Davies Dr Naimish S Gandhi Dr Susan M Pimenta

MBBS (London) 1973 DRCOG MA MB BChir (Cambridge) 1977 MBBS (London) 1978 DRCOG MBBS (London) 1979 DCH DRCOG MRCGP MBBS BSc Hons (London) 1978 MBBS (London) 1978 DRCOG DFSRH DOccMed AFOM MBBCh (UWCM) 1992 MSc DRCOG MRCGP MB DCH DRCOG (Southampton) 1986

All doctors must undergo an apprenticeship comprising three year post graduate training including one year of GP experience in a training practice. We are an accredited training practice; all our registrars are qualified doctors who have undergone five years medical school training, passing all the necessary exams. They are fully able to deal with all your problems. They are usually attached to the practice for one year. NURSE PRACTITIONERS/INDEPENDENT NURSE PRESCRIBERS: Nurse Maureen Beckenham Nurse Angela Reynolds Nurse Ruth Germaine NURSES: Nurse Heather Francis Nurse Wilma Cabling HEALTHCARE ASSISTANT: Miss Sherrine Young

PRACTICE MANAGER: Mrs Susan Slater is the practice manager and is responsible for the staff and administration of the practice. OFFICE MANAGERS: Mrs Jane Cambridge (Kent House) Mrs Jane Baker (New Ash Green) The office managers are in charge of the day-to-day running of the surgeries. SECRETARIES: The practice employs three secretaries: Mrs Geraldine Barry (Kent House) Mrs Amanda Colgate (Kent House & New Ash Green) Mrs Alison Chalkley (New Ash Green) RECEPTION: The reception team aim to fit your appointment needs to a relevant clinician and therefore may need an indication of what your appointment is for. The reason for this is that some clinicians are trained to carry out a particular procedure that another may not be able to perform. ATTACHED STAFF WHO ATTEND THE PRACTICE: District Nurses Community Midwives VISITING STAFF: Counsellor Diabetic Liaison Nurse Physiotherapist Dietician HEALTH VISITORS are available at New Ash Green Health Centre on 01474 872577 DISTRICT NURSES tend to the needs of those in the community who are unable to attend the surgery. If you need to contact the district nurse, please telephone 01322 622300 and leave a message on their voicemail. They will then return your call.

OPENING TIMES: KENT HOUSE

NEW ASH GREEN

Monday

08.30—19.00

08.30—18.30

Tuesday

08.30—20.00

08.30—18.30

Wednesday

08.30 –19.00

08.30—18.30

Thursday

08.30—19.00

08.30—18.30

Friday

08.30—19.00

08.30—18.30

Early morning pre-booked appointments are available Monday, Tuesday, Wednesday and Friday 7.10—7.40am at Kent House Surgery only. Booked appointments are available Monday to Friday. All doctors and nurses work at both surgeries on a rota system. The reception staff will be happy to advise you as to when a particular doctor is available. APPOINTMENTS: Appointments may be made by  Telephoning  Calling in at the surgery  Online (ask reception for details to register) Routine appointments may be made up to six months in advance If you cannot keep an appointment, please inform us as soon as possible. If you want an appointment with a specific doctor, it is advisable that you book in advance. If you are unsure as to whether you need an appointment and whether it is urgent, you can discuss this with the receptionist in confidence so that you can be guided through the system. If you have forms to be completed, bring these to the surgery and ask to speak to the secretary or office manager as an appointment is often not required. VISITS: Patients are requested to telephone before 10.00am if a visit if required that day. Please give the receptionist as much information as possible to enable the doctor

OUT OF HOURS: Out of hours cover is provided by South East Health Ltd. Tel: 0 3000 24 24 24 When the surgery is closed, the answerphone message will give you the number that you need to call (as above). EMERGENCIES: If you are confronted by a serious problem such as severe chest pain or severe bleeding, call an ambulance (DIAL 999) before calling the surgery. WEEKEND AND NIGHT COVER: Urgent out of hours cover is provided by South East Health Limited: Monday—Thursday 6.30pm—8.00am, Friday 6.30pm—Monday 8.00am When the surgery is closed, the answerphone message will give you the number that you need to call: 0 3000 24 24 24 Use of this service is reported to the surgery. Repeated inappropriate use of this service may result in a request for discussion with a doctor. If your problem is not urgent or an emergency, please make an appointment to see a doctor. NHS DIRECT: NHS Direct provides health advice and information 24 hours/day, 365 days/year. Health information professionals such as nurses, health and dental advisors can deal with a wide range of health queries. A single telephone number:0845 4647 or via their website: www.nhsdirect.nhs.uk gives access to round the clock medical information, Confidential advice and reassurance. MINOR INJURIES UNITS: Minor injuries can be treated quickly and safely at a Minor Injuries Unit (MIU) or an urgent care centre. Emergency Nurse Practitioners at an MIU can treat conditions including:  cuts and grazes that might need cleaning, stitching or dressing  animal bites or scratches, insect stings  strains and sprains  a suspected broken bone in arm or lower leg  minor burns and scalds  minor eye infections and scratches  foreign body in eye, nose or ear There are MIUs in:  Gravesend Community Hospital Tel: 01474 360500

CLINICS & SERVICES: Our nurses are fully trained and able to deal with a number of minor ailments, offer professional advice and advise whether a doctor’s appointment is necessary. In addition they offer:  Family planning advice and services, including long acting methods eg coils and contraceptive implants  Cervical smears  Travel advice and immunisation  Dressings  Blood pressure checks  Removal of sutures  Advice on the treatment of minor injuries and illnesses  Ear syringing  Nurse specialist for asthma, menopause and coronary heart disease FAMILY PLANNING CLINICS: KENT HOUSE Tuesday Wednesday Thurs (2nd & 4th/month)

NEW ASH GREEN

4.00—5.15pm 2.00—3.15pm 5.15—6.30pm

CHILD DEVELOPMENT & VACCINATION CLINICS: KENT HOUSE Monday (child checks) Monday (vaccinations) Tuesday (vaccinations) Thursday (vaccinations)1.30—4.00pm

NEW ASH GREEN 2.25—3.15pm 1.40—4.00pm 10.30am—12.15pm

ANTENATAL CLINIC: If you think you are pregnant, please contact reception who will make you a booking appointment with the midwife. Patients will be seen either at New Ash Green Surgery or Darenth Childrens’ Centre for their booking and subsequent antenatal appointments dependent of their address. TRAVEL IMMUNISATION: If you intend to go abroad on holiday or business, you may need the protection of travel vaccinations and malaria tablets. Please complete a travel form available from reception at least six weeks in advance of your travel to ensure adequate cover. A

FLU VACCINATION: An influenza vaccination is particularly recommended for patients with chronic heart, lung or kidney disease, diabetes and immunosuppressed conditions. Please contact the reception staff in September for details of vaccination clinics. PHLEBOTOMY: Our health care assistant (HCA) is available to take blood for tests:  Wednesday 8.30am—12.20pm at Kent House Surgery SMOKING CESSATION: Our HCA is available to assist, encourage and monitor your progress in smoking cessation. Please contact reception to arrange an appointment. MINOR SURGERY: Our practice offers joint injections and insertion of HRT implants. Ask your doctor. NON NHS SERVICES: Some services fall outside the NHS remit and there may be a charge made for these which include:  Medical insurance claim forms  Private certificates  Holiday cancellation claim forms  Some travel vaccinations  Medical examinations for employment, sports etc. A full list of these services is displayed on our notice board and kept at the reception desk together with current prices. REPEAT PRESCRIPTIONS: Repeat prescriptions will be issued at the doctor’s discretion and are normally for patients on long term treatment. Requests should be made in writing only (not over the phone). We are unable to take orders or issue repeat prescriptions at weekends, public holidays or out of normal surgery hours. Please allow two complete working days before collection and make allowances for weekends and public holidays. Whenever possible, please use your order form supplied at the time of your last prescription, ticking off the items you require. Alternatively you can obtain an order form from reception.

TEST RESULTS: It is important to remember to contact the surgery for your results and to make an appointment to discuss them with your doctor if you are advised to do so. Most blood test results will be available after seven days, cervical smears after four weeks and x-ray results after three weeks. The receptionist will be able to advise as to the appropriate action required depending on the test result. Please note that the practice has a strict policy regarding confidentiality and data protection and we will only release results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results or are under 16 years of age. CONFIDENTIALITY: The 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, eg from district nurses and hospital services.  To help you get other services, eg from the social services which would  require your consent.  When we have a duty to others, eg in child protection cases, anonymised patient information will also be used at local and national level to help the  Health Board and Government plan service such as diabetes etc 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 clinical staff. FREEDOM OF INFORMATION: The Freedom of Information Act 2000 obliges the practice to produce a Public Scheme which is a guide to the classess of information the practice intends to routinely make available. VIOLENCE STATEMENT: The practice considers aggressive behaviour to be any personal, abusive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request removal of any patient from the practice list who is abusive to a doctor, nurse or any other member of staff, or another patient, or who damages practice property. All instances of actual physical abuse to any doctor or member of staff by a patient

PRACTICE CHARTER: It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care given by suitable qualified people. No care or treatment will be given without your informed consent. In the interest of your health, it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything. OUR REPONSIBILITY TO YOU:  We are committed to giving you the best possible service.  People involved in your care will give you their names and ensure that you know how to contact them.  You should not wait for more than 20 minutes in the waiting room without receiving an explanation for the delay.  You will have access to a doctor rapidly in the case of an emergency. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.  Patients are able to speak to a doctor or member of the nursing team during working hours. A message will be taken by the receptionist and passed on to the relevant medical professional who will return your call at the end of surgery or sooner if necessary. Alternatively a written response will be given to the receptionist to be read to you.  Patients will be treated as individuals in their healthcare irrespective of their ethnic origin or religious or cultural beliefs.  We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects you and the care being offered.  The practice will offer patients advice and information on: steps they can undertaken to promote good health and avoid illness and self help which can be undertaken without reference to a doctor in the case of minor ailments.  You have the right to see your health records, subject to the limitations of the law. YOUR RESPONSIBILITY TO US:  Please let us know if you change your name, address, or contact details.  Please tell us as soon as possible if you are unable to keep an appointment.  Please ask for home visits only when the person is too ill or infirm to attend the surgery.  Please keep your phone call brief and avoid calling during peak morning times for non urgent matters.  Allow adequate time for test results to reach us before contacting the surgery for results.

COMMENTS & COMPLAINTS: We 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 case for complaint. If this is so, we would wish for the matter to be settled as quickly and as amicably as possible. We have two complaint officers whose job it is to respond to patients’ grievances. At all times we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please ask to speak to our complaint officers:  Jane Cambridge (Kent House) 01474 702127  Jane Baker (New Ash Green) 01474 873828 NEW PATIENT REGISTRATION: The doctors welcome new patients who live within our practice area. Complete your medical card and hand the completed documents to reception.  If you do not have the above document, ask the receptionist for a form GMS1  You will also be required to complete a short questionnaire.  You will receive a Statement of Registration from Kent Primary Care Agency. If you have not received one within six weeks, you should telephone 01622 655000. PREFERENCE OF PRACTICIONER: The practice does not have personalised lists and you will therefore be registered with the practice rather than a specific doctor.