Practice Patient Information Booklet

The New City Medical Centre Patient Leaflet

The practice has been operating from this building in Tatham Street since the premises were built in 1992.

THE DOCTORS 

Dr Sarah Schofield

M.B.,B.S (Distinction) University of Newcastle, MRCGP (merit) 2001

Entered the Practice in 2008

Dr R. McAleese

MBChB University of Glasgow, MRCGP 2008

Entered the Practice in 2014

Dr K Lobacz

Medical University of Silesia 1999 – 2005 – Masters Degree in Medicine

MRCGP – 2014

MD – June 2015

Entered the Practice on 1st October 2018 

 

PRACTICE STAFF

Practice Manager – Janice Preece. She is responsible for overall running of the Practice and is continuously liaising with doctors, nurses and non-clinical staff.

 

Complaints

All complaints should be in writing and forwarded to Janice Preece this will allow the Practice Manager to investigate your concerns/complaint thoroughly and in a timely manner before they can decide any action and outcomes

The Practice Manager will endeavour to see you and try to address and iron out any concerns you may have however that will be dependent on the Practice Managers availability

Assistant Practice Manager – Anne-Marie Bell. She is responsible for the reception team. She also covers for the Practice Manager in their absence.

Practice Secretary

Tracey Bew/ Patricia Russell

 

Administration Team

Patricia Russell               Tracey Bew                     Emma Weatheritt

Elizabeth Davison          Margie Clark                   Pina Sinclair

 

The staff in reception and in the office will assist you in making appointments and ordering prescriptions. They will try to answer your questions and offer help and assistance where they can.

Confidentiality of patient information is a legal requirement all staff at the Practice are trained to respect patient confidentiality and keep patient information safe at all times.

TRAINING

We neither teach undergraduate medical students, nor train graduate doctors at present, although it is our intention to do so in the future.

NURSE PRACTITIONER

Sister Yvonne Robinson. She is available by appointment.

Sister Robinson provides a wide range of services for our chronic patients and holds regular review appointments on a daily basis. Some of these chronic diseases include Diabetes, Asthma & COPD, and Coronary Heart Disease.   This patient group will be invited into clinic by letter to attend the Practice on an annual basis or earlier if the Nurse Practitioner feels appropriate

Sister Robinson also carries out cervical screening, holiday vaccinations, and childhood immunisations, national campaign vaccination programmes such as Flu, Pneumonia and shingle vaccinations. Please ask a member of the admin team for further advice and information they will be able to advise you regarding an appointment

Sister Robinson, Our Nurse Practitioner also holds regular Minor Ailment Clinics an example of what she can see and treat are:   chest infections, ear infections,  urine infections etc. please advise a member of the administrative team what the nature of your appointment is for they will then advise you if this is something our Nurse Practitioner could treat and deal with  they will arrange an appointment for you   Please note there are some conditions that our Nurse Practitioner cannot treat so it is advisable to check with one of our administrative team when making your appointment.  For acute and minor ailments you can normally get an appointment with our Nurse Practitioner the same day

The Nurse Practitioner also offers lifestyle and dietary advice and please ask the advice of one of our administrative team who will be more than happy to assist you 

 

PRIMARY HEALTH CARE ASSISTANT

Sharon Bamford is available by appointment.

Nurse Bamford provides a comprehensive choice of services which include smoking and alcohol advice, health checks, blood tests, height, weight and blood pressure checks.

TREATMENT ROOM NURSE

The treatment room nurse is available by appointment for a wide range of services including blood tests, ECGs, removal of sutures, blood pressure checks and ear syringing (on the doctor’s instructions).

DISTRICT NURSES

We have an attached team of District Nurses.

HEALTH VISITOR – Community Team

MIDWIVES – Karen Dobbing

PRACTICE PHARMACIST – Christine Stewart

 

SURGERY HOURS

Our surgery is open from:

 

Monday                8:30 a.m. until 6:00 p.m.

Tuesday                                 8:30 a.m. until 6:00 p.m.

Wednesday           8:30 a.m. until 6:00 p.m.

Thursday                8:30 a.m. until 6:00 p.m.

Friday                     8:30 a.m. until 6:00 p.m.

 

Sister Robinson’s Clinic Times

Monday                 8:30 a.m. – 12:40 p.m. & 2:00 p.m. – 5:00 p.m.

Tuesday                 8:30 a.m. – 12:30 a.m.

Wednesday           8:30 a.m. – 11:30 a.m. & 2:30 p.m. – 5:30 p.m.

Thursday                8:30 a.m. – 12:30 a.m. & 1:30 p.m. – 4:40 p.m.

Friday                     8:30 a.m. – 12:40 a.m. & 2:00 p.m. – 5:00 p.m

 

MAKING AN APPOINTMENT

If your symptoms have only materialised in the last 24-48hours such as sore-throat, cold symptoms, slight fever etc. you may wish to consider contacting your local Pharmacy first

YOU DO NOT ALWAYS REQUIRE AN ANTI-BIOTIC FOR THESE AILMENTS AND YOUR GP WILL NOT ALWAYS PRESCRIBE ANTIBIOTICS AT SUCH AN EARLY STAGE OF YOUR SYMPTOMS CHECK WITH YOUR LOCAL PHARMACY

To make an appointment please ring on 0191 5675571. We run a full appointment system for Doctors, Nurses and other health related staff.  Surgeries are held each morning and afternoons. Appointments can be made each morning and throughout the day until 6 p.m. in the evening.

If you need to be seen on the day and you feel your medical complaint cannot wait you should ring 0191 5675571 which is answered from 8:30 a.m. an appointment time will then be allotted to you, please note once these urgent allotted times have all been taken, your name, details and telephone number will be taken and the doctor on duty if deemed appropriate will ring you and arrange an appointment for you to be seen.

HOME VISITS

If you are incapacitated or too ill to come to the surgery you can request a home visit, you should ring one of the surgery numbers before 10 a.m. so that the Doctors can plan their rounds for the day. If you need a Doctor immediately tell the receptionist and you will be put through to the Doctor.

Home visits are only made for the terminally ill or for those patients who are truly bed-bound and where travel by car would cause deterioration in their condition. If you have severe crushing chest pain or other signs of a heart attack, the sensible approach is to call an emergency paramedic ambulance. A GP visit is not considered usual in the following circumstances: Common symptoms of childhood, temperature, cold, cough, earache, diarrhoea/vomiting. These patients are usually well enough to travel by car and it may not be harmful to take them outside. They may not be fit to travel by bus but car transport is available from friends, family and taxi firms. It is not the Doctor’s responsibility to arrange such transport.

Adults registered with a Sunderland GP who have a diagnosis of COPD should contact the URGENT CARE TEAM directly on 07766408661.

OUT OF HOURS AND WEEKEND CALLS

Sunderland TPCT is responsible for commissioning the OOH service on behalf of the practice. If you need to see a doctor urgently OOH please ring 0191 5675571 and the answer machine will provide you with the details of how to contact a Doctor. For advice only ring NHS 111.

 

CLINICS

ANTE NATAL CLINIC

The Community Midwives run this clinic on a Thursday afternoon with appointments between 1:00 p.m. and 5:00 p.m. Once you know that you are pregnant you should contact the surgery and make an appointment to see the Midwives, you will be booked at the hospital for delivery and the team of Midwives will take over your care. They will follow you throughout your pregnancy, delivery and post-natal period, monitoring you and your baby’s wellbeing and deal with any questions or concerns you may have during this time. The Midwives also run a preparing for baby class at Sunderland maternity unit. Please ask your Midwife for further information. The Midwives are based at Riverview Medical Centre and can be contacted on 0191 5678911 on weekdays during office hours. You can, of course see your GP at any time, during your pregnancy.

BABY CLINIC

For babies and toddlers from birth to five years, clinics are supported by a GP and the Nurse Practitioner Sister Yvonne Robinson. The Clinics are held each Monday from 3.00 p.m. until 4.20 p.m. You will be sent an appointment by Children’s Immunisation Department for your child to attend his/her immunizations at New City Medical Centre and periodic health checks. These clinics are on the 1st floor.

PRAMS

Due to health and safety all prams/pushchairs are not permitted upstairs. We can offer to store prams/pushchairs in our secured reception area.

POST NATAL CLINIC

You will be sent an appointment for approximately six weeks after the birth of your baby to see one of the doctors.

CONTRACEPTIVE ADVICE

Our Nurse Practitioner Sister Yvonne Robinson and Doctors are trained to give free confidential advice on any contraceptive or sexual health issues or any concerns you may have concerning your health. You will immediately be put at ease during the consultation and you can be reassured that the discussion and advice that you are given will be kept strictly confidential. We have both trained female and male Doctors at the Practice who can advise you on various methods of contraception these would include the oral contraceptive pill, pill injections, coil fitting and coil removal, implant fitting and removal

The Nurse Practitioner can now offer a more comprehensive Contraceptive Service and is now able to fit longer acting contraception such as Intra Uterine Devices (known as coils) and removal of these devices also the Nurse is now trained to also fit Subdermal Implants into the arm and also removal of Implant as well as supply and offer emergency contraception. The Nurse will discuss at your appointment the best contraceptive treatment plan that suits your needs

Your GP may want to refer you to our experienced Nurse Practitioner to discuss with you further your choice and your options

CERVICAL SMEARS

All women aged 25- 64 will be invited by letter to attend for a cervical smear test. If the patient is under the minimum age but already in the system, she will be eligible for recall. These are performed by our Nurse Practitioner and you should telephone for any appointment stating it is for a smear test. You should have a smear test every 3 to 5 years depending on age group or earlier if advised.  All patients will be notified by letter of their smear results

VACCINATIONS AND IMMUNISATIONS

CHILDREN:

The childhood vaccinations are given at the well-baby clinic in the surgery and it is very important that your child has them. If he or she is unwell, please contact the Doctor or Nurse who can assess whether or not to do the vaccination.

Please remember to bring your baby record book when you attend.

ADULTS:

We offer flu vaccinations to all our patients over the age of 65 and those at special risk. These clinics are held between October and December each year.  Please make an appointment in the usual way. We also offer pneumonia vaccinations to the over 65s and those at special risk.  These can be done at any time during the year and vaccination will protect you from pneumonia for life.

TRAVEL IMMUNISATIONS

If you intend to go abroad on holiday or business you may need the protection of vaccinations. Please see the Nurse Practitioner by appointment, if possible two months before departing. Prior to your appointment we will ask you to complete a vaccination status form, available from reception, which will enable the nurse to offer the necessary advice.  This service is not provided under the NHS and there may be a charge.

NB: Malaria tablets are available over the counter from the Pharmacist or on a private prescription from the Doctor.

DIABETIC CLINIC

This clinic is run each Tuesday and Thursday mornings between 9:00 am and 12:30 pm with the Nurse Practitioner. It is important that patients have their diabetic blood test done two weeks before they come to the clinic.  Every diabetic should be seen at least annually.

ASTHMA AND CHEST CLINICS

The Nurse Practitioner runs these routinely and you should make an appointment in the usual way.

CORONARY HEART DISEASE CLINIC

This is run by the Nurse Practitioner who will invite patients for an appointment.

SMOKING CESSATION CLINIC

Patients may make a 30 minute appointment with the Health Care Assistant for advice on how to stop smoking.

CRYO SURGERY

Sister Yvonne Robinson holds cryosurgery clinics. Please make an appointment with Sister Robinson to discuss your problem.

NHS HEALTH CHECKS TO ALL PATIENTS AGED 40-74YEARS OF AGE

Any patient aged between 40-74years of age who have no known medical condition recorded are entitled to a free NHS Health Check   This free comprehensive Health Check will detect early prevention from diseases such as Cardio Vascular Disease, Stroke, Diabetes this list is not exhaustive Please ask one of our members of the admin team for more information on how you can access this free NHS Health Check Service

MINOR AILMENTS

We can now offer an appointment with our Nurse Practitioner Sister Yvonne Robinson for minor ailments; in most cases we are able to offer an earlier appointment with

Yvonne than we can your regular GP. If you have an urgent medical need that cannot wait and you need to be seen on the same day; please inform one of our reception staff.

TREATMENT ROOM CLINICS

Regular clinics are held every weekday between 8.55 a.m. and 12:35 p.m. and 1:30 p.m. and 4.40 p.m. (except Thursday afternoons) for the following:

  • Blood pressure checks at the Doctor’s discretion.
  • Blood tests
  • Dressing of wounds
  • Ear syringing

(You must be seen by the Doctor or The Nurse Practitioner before you attend the treatment room)

  • ECGs
  • Suture removal

TELEPHONE CALLS TO THE PRACTICE

Home visits                                            between 8:30 am and 10:00 am

Urgent appointments                          between 8:30 am and 10:30 a.m.

Routine appointments                       between 8.30 am and 6:00 pm

Test results                                            between 2:30 pp and 5:00 pm

Repeat Prescriptions                           between 10am and 12 noon

All results are assessed by a Doctor. The receptionist may give you the result or may ask you to speak to the Doctor. If you have had more than one blood test please inform the receptionist to ensure you are given the correct information. In order to preserve confidentiality we are unable to give out results to anyone other than the patient (except in the case of children) or if you have nominated and given consent to a carer/relative who you wish to act on your behalf   This request has to be authorised in writing and we will require an authorising signature and proof of ID of the nominee you have chosen before we can implement this request   Please ask one of our administrative team who will be more than help you with this request

 

DISTRICT NURSE VISITS

When you are discharged from hospital, the District Nurses will be informed if you need a visit (not all patients discharged from hospital are routinely visited). The District Nurse will contact the surgery if she feels the Doctor needs to see you. If you have a problem please contact the surgery where a message can be left for the District Nurse or call them yourself by ringing Riverview Medical Centre on 0191 5027424

The District Nurses also visit patients in their own homes but only if they are truly house-bound or terminally ill and unable to attend the surgery. They provide all aspects of nursing care for patients in their own homes and can refer patients on to other specialized nursing services.                                                          

USEFUL TELEPHONE NUMBERS

Sunderland Royal Hospital                 0191      5656256

St Benedict’s Hospice                          0191      5656256

NHS                                                         111        visit www.nhs.uk/111

Family Planning                                    0191      5699966

PALS                                                       0191      2130151

District Nurse                                        0191      5027424

Midwife                                                 0191      5678911

Mind                                                       0191      5657218

Essence Centre dementia Friendly) 0191       5221310

Age UK                                                   0191      5141131

Sunderland Carers Centre                 0191      5493768

 

Social Services

Adult Services                                      0191      5205552

Children Services                                 0191      5663300

Bangladesh Team                                 0191      5658607

 

 Sunderland Children Centre            0191      5205553

Changing lives                                       0191      2738891

 

Details of primary medical services in the area can be obtained from:

 

NHS England CCG (Clinical Commissioning Group)

Pemberton House, Colima Avenue

Sunderland Enterprise Park,

Sunderland, SR5 3XB

0191 5128484

 

SELF TREATMENT OF COMMON ILLNESSES AND ACCIDENTS,

COLDS AND FLU

There is still no magic cure for these ailments. Go to bed and drink plenty of fluids. If you have a headache or are feverish, take Aspirin (not for under 16’s) or Paracetamol.  If the symptoms persist for more than three days, contact your Doctor.

DIARRHOEA AND VOMITING

This is most commonly caused by a virus and settles spontaneously in a few days. Do not take food or milk, but drink large quantities of water, diluted squash or soda water to counter the effects of dehydration. Babies can be given special sachets of sugar and salt crystals obtainable from the Chemist. If vomiting persists for more than 24 hours or 6 hours in babies, contact your Doctor.

With the NHS nowadays, there are lots of choices. By making the right choice at the right time, you get the best possible treatment. Next time you or a family member feels unwell, remember the various opportunities you have to seek help.

SELF HELP: A well-stocked medicine cabinet will help treat many everyday illnesses.

PHARMACIST: Qualified to give advice on common complaints and many health issues.

NHS: A confidential 24 hour helpline and information service.

Tel: 111

 

VIOLENT PATIENTS

The practice has a zero tolerance policy regarding threatening or abusive behaviour. We expect that you show respect to staff and other patients at all times. Patients who are verbally or physically abusive to any person on the premises could face being removed from the practice with immediate effect.

MOVING OUT OF THE AREA

If a patient moves out of our boundary area they will have 28 days to find a new doctor. Please note that this surgery is not responsible for home visits or treating patients within this time.

CONFIDENTIALITY

Staffs have a legal duty to ensure that all patient information is dealt with in a confidential manner. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared by other members of the team. The practice is registered under the Data Protection Act 1998.  Please see a member of staff for further information.

COMPLAINTS

A patient wishing to make a complaint should contact the Practice Manager either by attending in person, by telephone or in writing. Our aim is to provide patient satisfaction in all aspects of our work.  All complaints will be acknowledged in 3 days and can take up to 6 months to resolve depending on the complexity of the issues to be resolved. However we will aim to respond to most complaints within 28 days.

DISABLED ACCESS

There is disabled access to the front of the building and a lift is available to the first floor consulting rooms and treatment room. If you need assistance please ask a member of staff. A disabled toilet is available.

FREEDOM OF INFORMATION – PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the classes of information the practice intends to routinely make available.

ACCESS TO RECORDS

Under that Data Protection Act a patient can ask to view their own records. A request must be in writing and a suitable time will be arranged. If records need to be copied a charge will apply.

VISIT OUR WEBSITE

The surgery website is a most effective way of giving our patients access to help and the latest information 24 hours a day, seven days a week. It contains complete information about all the services we offer. It also details how the practice is organized and introduces our Doctors, other medical and administrative staff and describes their various responsibilities. For easy, convenient access to our website, bookmark or place our website address in your favourite’s folder today.

REPEAT PRESCRIPTIONS

If you are on regular medication you will be issued with a printed medication slip. To obtain a repeat prescription either brings the slip or sends it to the surgery and allow 48 hours (excluding weekends) for it to be processed by our computerised system. You can either collect it personally or, if you enclose an S.A.E., we will be pleased to post it to you. Please remember that second class post takes longer to deliver.  Some repeat items are able to be sent to your pharmacy electronically, just nominate a pharmacy and any of our administration staff will set this up for you.

You can also order your medication on line, please ask at Reception about this service.

PLEASE NOTE: You can also ring on between 10 a.m. – 12 noon on 0191 5675571 option 2 to order your repeat prescriptions.

 

SELF CARE SCHEME 

If you do not normally pay for your prescriptions you can speak to your local Pharmacist will talk to you and be able to give you over-the-counter medication if necessary for the following conditions:

ADULT: Cough colds, flu, earache, heartburn or indigestion, hay fever, vaginal thrush or cystitis and head lice.

CHILDREN: Cough colds, flu, earache, upset stomach or colic, hay fever and head lice.

 

HOW TO REGISTER WITH THE PRACTICE

Please refer to the practice boundary map on the surgery wall which shows the area in which the practice will accept new patients. Ask the Receptionist for a New Patient Registration Form, complete the form and arrange an appointment for your New Patient Medical with the Health Care Assistant  and then with a GP. You have a right to express a preference for a General Practitioner. Please enquire at reception for details of how to do so.

You can now register on line please ask a member of our administrative team for more details on how to register

HELP US TO HELP YOU

Please inform us if you change your name, address or telephone number. Please try to keep appointments and tell us as soon as you can if you cannot attend. Please note that if you miss three appointments, you may be removed from our practice list. Please read our practice leaflet, which will help you to get the best out of the services we offer.  Keep it handy for future use; if there is anything you do not understand please ask a member of staff.

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