Patient Charter

The New City Medical Centre, Tatham Street, Hendon, Sunderland, Tyne & Wear, SR1 2QB

Janice.Rush@nhs.net, www.newcitymedicalpractice.co.uk

Our Practice Charter

  • You will be treated with courtesy and respect by all Practice personnel.

An urgent appointment with a Doctor or Nurse Practitioner will be available on the same day.

  • Non-urgent appointments with a doctor are made available 8 working days in advance.
  • Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.
  • We aim to answer the telephone within six rings.
  • An appointment with a Practice Nurse dependent on the nature of appointment will be available within 3 – 5 working days.
  • Please note when requesting your prescription please allow 48hours before collection

OPENING TIMES

Mon:   8.30am-6.00pm

Tue:     8.30am-6.00pm

Wed:   8.30am-6.00pm

Thu:     8.30am-6.00pm

Fri:       8.30am-6.00pm

Sat:      Closed

Sun:     Closed

Sunderland Extended Access Service Information

Sunderland Extended Access Service Information

TELEPHONE NUMBERS

Emergencies, Visits and Out of Hours

Ring 111

Please note the main number to ring for all your enquiries is 0191 5675571  Please listen very carefully to the following 3 options and select the option you wish to be put through to

  • For Appointments/General enquiries and Home Visits > option 1

The Appointment line is open from 8.30am until 6.00pm Monday to Friday

  • The Prescription Line: >Option 2

(Prescription requests will only be requested by telephone at the designated time between 10.00am until 12noon Monday to Friday

  • The Test result line: > also Option 2

To ring for your test result please ring between 2.30pm – 5.00pm

  • The Secretarial & Hospital referrals Line > option 3

Fax Number: 0191 5102746

Practice Website www.newcitymedicalpractice.co.uk

Please visit our Practice website

Our website will keep you informed and tell you what changes have been made not only in your Practice but changes within the NHS.  

Please visit us on

www.newcitymedicalpractice.co.uk

PRACTICE STAFF

Doctors

Dr Sarah Schofield – Practice Lead GP
Dr Ryan McAleese – Practice GP

Dr Konrad Lobacz

Management

Ms Janice Preece (Practice Manager)

Anne-Marie Bell (Deputy Manager)

Nursing Staff

Yvonne Robinson Nurse Practitioner

Sharon Bamford Health Care Assistant

Secretary

Tracey Bew

Administrative Staff

Elizabeth Davison

Patricia Russell

Margaret Clark

Emma Weatheritt

Anne Wonnacott

Patient Participation Group/Virtual Group

The Practice has a patient participation Group. We have already successfully engaged a number of patients voluntarily to join us.

We need to hear what you have to say

If you are interested in joining our group please ask one of our administrative team who will be more than happy to help

Patient’s Responsibilities

  • If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
  • If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
  • A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 10.00am if at all possible.
  • An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription.
  • We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
  • Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
  • Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
  • Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.
  • Please Note: We operate a zero tolerance policy. We do not accept unacceptable behaviour towards any member of our Practice team.  The Practice reserves the right to remove any patient from the Practice List who shows an act of aggression or violence towards any of the Practice Staff

Patient’s Rights to
General Medical Services

  • To be offered a health check on joining a doctor’s list for the first time.
  • To have appropriate drugs and medicine prescribed.
  • To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
  • To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
  • To choose whether to take part in research or medical student training.
  • To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
  • To receive a full and prompt reply to any complaints they make about the care they receive at The New City Medical Centre.

The New City Medical Centre Philosophy:

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.

We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide

 

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