PracticeBooklet_July2017

Telephone: 020 8763 5620
www.woodcotemedical.nhs.uk

Where Should I Go For Help?

Self-care Headache Keep a well-stocked
Grazed knee medicine cabinet. Use the
Sore throat free Health Help Now app
Cough or website

Pharmacist Diarrhoea Your local pharmacist
GP Surgery Minor illness can help with lots of
Hayfever ailments and offer
Bites & stings good advice
Upset Stomach
Call 020 8763 5620
Feverish child to make an
Backache appointment. Out of
Ear Pain hours please call 111
Ongoing illness

111 Unwell, Call 111 and speak
Unsure, to an advisor who
GP Hub Confused? will assess your
Unit Need help? symptoms

Urgent Care Out of hours Call 111 for an assessment,
Centre or can’t get an who will book an
Appointment appointment if necessary
with your GP? at a GP Hub 8am to 8pm,
7 days per week
Acute wounds
Minor burns Croydon University Hospital
Limb Injury 530 London Road
Sprains Croydon, CR7 7YE
Open 24 hours

Accident and Choking Visit A&E at Croydon
Emergency Stroke University Hospital
(A&E) or 999 Blacking out or call 999
Severe chest pain

Download the free Health Help Now app
or visit www.healthhelpnow.nhs.uk

Welcome to Woodcote Medical
Welcome to our practice which is located on two sites, in Purley and Coulsdon.

We are a friendly team of professionals whose aim is to look after the health needs of
you and your family. All our staff are trained to put your needs first, so if you are
worried or unsure then do please ask and we will be pleased to help.

We are always striving to provide an excellent service and we welcome your comments
that can be sent to our practice manager or to our Patient Participation Group who
liaise with us, representing your views.

This booklet contains useful information on how to use our medical facilities as well as
advice on self-treatment of common illnesses/accidents. We hope you find it useful.

Your Doctors

Dr Kaleem Khan Dr Fola Shobowale

GP Partner GP Partner

MB ChB DRCOG BSc MBChB DRCOG MRCGP
Qualified Pakistan 1987 Qualified Nigeria 1987

English & Urdu speaker English & Nigerian dialects
speaker

Dr Claudia Dr Assad Pasha
Webster-Smith
GP Partner
GP Partner
MB ChB DCH MRCGP BSc, MBBS, MRCGP
Qualified Manchester 1999 Qualified 2007
English speaker
English speaker

Dr Aysha Butt Dr Dennis Okoh

BSc MBBS MRCGP DFSRH MB ChB DRCOG

PGC Qualified Nigeria 1988
Qualified London 2007 English & Nigerian dialects

English & Urdu speaker speaker

Dr Shankari
Thiagamoorthy

BSc MBBS MRCP MRCGP DCH
DSFRH
Qualified London 2005
English & Tamil speaker

www.woodcotemedical.nhs.uk

GP Registrars

Woodcote Medical is a training practice and we employ the services of GP registrars.
Registrars are fully qualified doctors who have worked in a variety of hospital posts
prior to their training in general practice. They are attached to the practice for four to
twelve month periods so as to undergo further training to gain the necessary skills
required for general practice. On occasions consultations may be recorded for teaching
purposes, but only with the patient’s consent.

Medical Students

Our practice is a community teaching practice for King's College London School of
Medicine and St George's University London. With the supervision of your doctor or
nurse, medical students may, with your consent in advance, join your consultation. This
is one way medical students learn to become good doctors and understand patient
views about their care. We appreciate your help with their learning. Please let your
doctor or the practice manager know if you have any questions about our community
medical teaching.

Your Nursing Team

The nursing team are able to provide advice on minor injuries or illnesses as well as:

Immunisations, chronic disease management (e.g. asthma, coronary heart disease,
diabetes), blood pressure checks, cervical smears, emergency contraception, family
planning, ear irrigation, rashes, suture removal, dressings, injections, well person
checks and travel health advice.

Mrs Sharon Halpin Mrs Nicki Morgan

Nurse Practitioner RGN, Cert in Cervical
RGN, BSc (Hons), Nurse Prescriber, Screening
Diplomas in Minor Illness, Cervical English speaker
Screening, Travel Health, Family
Planning, Teaching in Clinical Mrs Shellie
Practice Dormand-Bean
English speaker
RGN, RM, HV, Diploma in
Mrs Annisa Meese Nursing Science, BSc (Hons)
Specialist Community
RGN, Dip in Diabetes Practitioner
English speaker English speaker

Mrs Adela Barsan Mrs Rita Nadeem

RGN RGN
English & Romanian speaker English speaker

Your Healthcare Assistants/Phlebotomists

Our healthcare assistants are specially trained technicians who perform routine blood
tests, new patient checks, ECGs, hearing tests, blood pressure monitoring, spirometry,
injections, simple wound dressings and over 75 checks.

The practice also provides a full phlebotomy service for all our patients (children, under
the age of 12, or who are having their first blood test, should attend the Willows Unit at
Croydon University Hospital. Appointments can be made by calling 020 8401 3177). Our
phlebotomists will take blood tests from children aged 12 or over at their discretion.

Phlebotomy is available Monday to Friday by appointment, at both our Purley and
Coulsdon surgeries.

All blood tests are in the morning only as the samples have to be collected for Croydon
University Hospital laboratory by lunchtime each day. Please remember to bring your
blood form with you. You may still choose to have your blood test done at Croydon
University Hospital. They run a phlebotomy service every weekday between 7am and
4.45pm. No appointment is necessary.

Mrs Irene Mighalls Healthcare Assistant/Phlebotomist
Mr David Seaman Healthcare Assistant/Phlebotomist
Mrs Jane Streeter Phlebotomist
Mrs Sylvia Colbran Phlebotomist

Your Practice Manager

Mrs Karen Nash

DipBS

Karen is responsible for the management and development of the
Practice.

Your Receptionists/Secretaries

The receptionists will assist you with your routine and emergency appointment
requests. They have a lot of information at their fingertips and should be able to answer
most of your queries. If they do not know the answer, they will be able to ask someone
who does.

If you are unsure whether to consult a doctor, nurse or healthcare assistant, please
provide the receptionist with a brief explanation of your problem and they will be able
to advise you. If you would prefer to speak to a receptionist in private, please mention
this. The rules of confidentiality apply equally to all practice staff so you can rest
assured that anything you tell our receptionists will be treated in absolute confidence.

www.woodcotemedical.nhs.uk

How to Use the Surgery

Registering as a Patient

New patients wishing to register with the practice should ask Reception for a copy of
our New Patient Registration Form or download the form from our website.

A separate registration form needs to be completed for each member of a family. In
order to register as a Permanent Patient, you must:

● Be settling in the UK for more than 6 months
● Reside within our current boundary at the time of registration
● Provide the following pieces of information:

1. Proof of ID - one of the following:

● Passport
● Driving Licence
● National Photo Identity Card
● Home Office Application Registration Card (ARC) - applies to asylum seekers and

refugees only

2. Proof of Address - one of the following:

● Utility Bill (excluding mobile phone)
● Tenancy Agreement/Letter from Landlord
● Bank/Mortgage Statement
● Council Tax Bill

3. Medication History - if you are currently being prescribed repeat medication you
must provide either the back page of a current prescription OR a brief medical
summary supplied by your GP.

If you do not fit any of the above criteria or are from outside the EU or Commonwealth,
you can access treatment at our practice as a Private Patient. Please note that
payment for any private services must be made at the time of booking.

The practice will also see temporary residents and those who are eligible for NHS
treatment and staying with registered patients for a limited period. We will endeavour
to offer an appointment, but if we are unable to assist, patients may wish to call NHS
111 and request an appointment at their local GP hub.

New patients should ask Reception for details on how to register for our online services.
You will be given a unique username and password, along with details on how to gain
access to the many services on offer.

Seeing the Doctor

We run a full appointments system. To book an appointment please phone 020 8763
5620 Monday to Friday 08:00 - 18:30. After this time you should dial 111 if you require
medical assistance.

You can also book online any time of the day or night. Please note that to cut down on
the number of non-attenders, appointments can only be booked up to 28 days in
advance.

Appointment times are 10 minutes. The doctors can only deal with a maximum of one
problem per appointment. If you need longer, please book a double appointment in
order to ensure that each problem is given the full time required. Minor operations and
medicals take longer (sometimes up to 30 minutes). Please be sure to tell our
receptionist if this is what you want to book.

Urgent Appointments

We run a telephone triage service to deal with issues that are either urgent or the
patient feels cannot wait until the next routine appointment. This means that you will
be asked to provide brief details of the reasons for the request and to provide a
telephone number where you will be contactable. Our triage doctor will phone you back
to ascertain the urgency and most appropriate clinician to deal with the matter. Many
problems can be dealt with over the phone but if a face-to-face appointment is
necessary, the triage doctor will advise if an appointment is needed that day or if it can
wait until the next routine available appointment. Please ensure that you provide a
telephone number that you will be contactable on. If the doctor is unable to get
through, then they will be unable to assess your problem.

Cancellations

If you cannot attend an appointment for any reason please inform us as soon as
possible in order for us to give the slot to someone else. Patients who regularly fail to
attend their appointments without letting us know will be reviewed and may not be able
to remain on our register. Therefore, it is important you let us know if you can not make
your appointment by using one of the following methods:

1. Text our cancellation hotline 07926 924796
2. Phone 020 8763 5620 and either speak to a Receptionist or leave an answer phone
message
3. Via the Online appointment system

Nurse Appointments

Practice nurses are qualified to deal with many conditions and it may be more
appropriate for you to be seen by them rather than a GP. To stop patients from being
booked into inappropriate clinics, general nurse appointments are only available by
phoning Reception.

www.woodcotemedical.nhs.uk

Self Check-In Screen

If you already have a booked appointment, please use the self check-in screen when
you arrive at the surgery. Time slots allocated are only an approximation of when you
are likely to be seen, based on each patient being with their GP for 10 minutes. Once
you have checked in, please take a seat in the waiting room and wait until you are called
via the Jayex Board located in the waiting room and follow the directions displayed.

If you are partially-sighted and have any problems seeing our Jayex Board, please
mention this to Reception and they will ensure that you are personally called for your
appointment.

Home Visits

You may only request a home visit if you are housebound or are too ill to visit the
practice and requests must be made by 10am. Your GP will only visit you at home if
they think that your medical condition requires it and will also decide how urgently a
visit is needed. Your GP may also arrange for you to be visited at home by a district
nurse depending on your condition.

When to do when the Surgery is Closed

If the surgery is closed and you need a doctor urgently you should call 020 8763
5620 where a recorded message will tell you how to get medical assistance.
● Health Help Now Feeling unwell? Not sure where to go to get the help you need?

Health Help Now lists common symptoms and offers suggestions for treatment,
based on your location and the time of day. You can find the website at
www.healthhelpnow.nhs.uk or download the app for free from Google Play or
Apple app stores.
● GP Hubs There are 3 GP Hubs available for people who live or work in Croydon, that
are open from 8am to 8pm, 7 days a week. To be seen at one of the GP Hubs, you
will need to call 111 in advance, who will assess your symptoms and book an
appointment if appropriate. Further information about the GP hubs is available at
www.croydongphub.co.uk. The GP Hubs are based at:
● Purley Minor Injuries Unit, 856 Brighton Road, Purley, CR8 2YL
● New Addington Minor Injuries Unit, Parkway, New Addington, CR0 0JA
● East Croydon Medical Centre, 48 Addiscombe Road, Croydon, CR0 6SD
● Urgent Care Centre (Croydon University Hospital, 530 London Road, Croydon, CR7
7YE. Tel: 020 8401 3000). The centre is open 24 hours, 365 days a year. No
appointment is necessary. They can deal with such things as cuts, sprains, sprains
and limb injuries.
● In a genuine emergency, such as severe chest pain, choking, stroke or severe loss
of blood, you should call 999 or go to your local A&E department (Croydon
University Hospital, 530 London Road, Croydon, CR7 7YE).

Test Results

If you have had tests taken, we will only contact you if the results are abnormal, either
by phone, or in writing. Please ensure that you advise us of any changes to your contact
details otherwise we will be unable to get in contact with you.

If you have not heard from us, patients should check their test results by contacting us
after 2pm. Please allow 7 working days for blood results and 10-14 working days for
scans/X-rays.

Please do not make a routine appointment to discuss the results as they may be normal
and in which case an appointment could have been given to someone else.

Please note that we do have a strict policy regarding confidentiality and data protection.
In this respect we will only give out results to the person they relate to unless that
person has given prior permission for their release or if they are not capable of
understanding them.

Repeat Prescriptions

If you are on regular medication you can order a repeat prescription online (new users
are required to complete a simple registration but you need to allow 48 hours to
prepare your prescription, so please ensure you plan ahead.

Alternatively, you can request a repeat prescription by handing to us or posting the
right-hand side of the prescription to either surgery clearly indicating all the items you
require. You can also fax your requests, please send them to: 020 8660 0721 for Purley
and  020 8763 2348 for Coulsdon.

Your prescription can then be collected either from us, from your choice of pharmacy
or returned through the post providing you enclose a SAE. 

Please Note: Due to the possibility of error, we do not accept requests for repeat
prescriptions over the telephone. Furthermore, if you request your prescription very
early it will be rejected for safety reasons unless it is for a valid reason (e.g. going on
holiday). If this is the case, please include a note when submitting your request.

You can request currently authorised medication only. You will know if your medication
is 'current' as it will show on your list online and/or appear on the right hand side of
your prescription. If your medication is NOT listed then you need to make an
appointment with your GP for this to be reviewed. 

Many local chemists operate a collection scheme.  With the introduction of Electronic
Prescribing, if patients are on repeat medication that isn't likely to change, they can
nominate a pharmacist that they always want to have their prescriptions go to and their
medication will be electronically requested from that pharmacy without the need for a
paper prescription - please ask Reception for more details.

www.woodcotemedical.nhs.uk

Medication Reviews

Patients on repeat medication will be asked to see one of our GPs or our in-house
Pharmacist at least once a year to review these regular medications. The date of your
next medication review should appear on your repeat slip. Please ensure that you book
an appropriate appointment to avoid unnecessary delays to further prescriptions.

Unused Medicine

If you feel you do not need all the medication that you have been prescribed, please let
us know as we are trying to minimise the amount of wasted medicines. If you have any
unused or expired medicines, please do not throw these in the rubbish bin or down the
toilet. Children can take the medicine from the bin, and medicines that have been
flushed down a toilet could end up in the drinking water system or harm the
environment. Please take any unwanted medicines to a pharmacy, where they can be
disposed of safely.

Fit Notes/Sickness Certificates

You do not require a doctor's sickness certificate for any illness lasting seven days or
less. Your employer may however require you to complete a self-certification form. If
you are sick for more than seven days, your employer can ask you to give them some
form of medical evidence to support payment of SSP (statutory sick pay).

It is up to your employer to decide whether you are incapable of work. A medical
certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is
strong evidence that you are sick and would normally be accepted, unless there is
evidence to prove otherwise.

You could also provide evidence from someone who is not a medical practitioner, e.g. a
dentist. Your employer will decide whether or not this evidence is acceptable. If your
employer has any doubts, they may still ask for a medical certificate from your GP.

If you have been signed off work for a long time and need to have your Fitness for Work
note reissued, please phone to book a routine appointment (not an urgent
appointment). Patients may write in to an individual doctor who has been seeing the
patient as they may know the history and therefore may be happy to re-authorise the
Fit Note without an appointment, but that will be at the doctor's discretion. Please
allow 48 hours for this process to be completed and please also note that it is the
responsibility of the patient to ensure that they book an appointment or send in their
request early enough to ensure that Fit Notes can be reissued in time.

Text Messaging Service

If you have a booked appointment and we have a mobile telephone number for you, we
will send you a text reminder 24-48 hours prior to your appointment. Please ensure we
have your up-to-date mobile number and let us know of any changes.

Online Services

We are pleased to offer you the facility
to book, cancel and confirm
appointments with your doctor online
and to order your repeat prescriptions
with ease. You can also view certain information from your medical records including
immunisation history, allergies, adverse reactions, results, problems and other
clinically-coded information. To register for this FREE service please follow the simple
steps below.

● Visit the surgery in person with photo identification (e.g. a passport or a photo
driving licence) and proof of address (e.g. utility bill, council tax bill) to request
access to "Patient Access"

● A very simple application form will need to be completed. This can be downloaded
from our website or asked for at Reception.

● Your request for Patient Access will be processed and your details printed within a
few minutes. (Please note if you request access to results and other clinically-coded
information this process may take up to a week).

● Once you have your registration letter from us, you can use the link on our
website's homepage to access the Patient Access site where you can register, book
appointments, order prescriptions and access your medical information.

Patient Participation Group

The Patient Participation Group (PPG) is a group of active volunteers that meets with
and works in partnership with practice staff to promote health by fostering the highest
possible standard of primary care through patient participation. It is a patients' group,
which is open and free to all adult patients of the practice.

The PPG: -
● Acts as a means of communication between the practice and the community in

order to help patients use practice services and facilities in the best way possible
and to help the practice implement policies influenced by patients.
● Acts as a signpost to the practice’s systems for suggestions and complaints and will
also, from time to time, carry out surveys in conjunction with the practice.
● Has a role in assisting in the assessment of community needs in order to help the
practice improve its services.
● Liaises with the practice to help provide appropriate health education for the
benefit of all those patients who are registered with the Practice.

This is YOUR Group and we urge all patients to join by contacting Jeff Cunliffe, our
Chair, by email (patientgroup.wm@gmail.com) or by telephone on 07764 534048.

www.woodcotemedical.nhs.uk

Clinics and Services Offered

Adult Immunisation

Five doses of diphtheria, tetanus and polio are now considered sufficient to provide
lifelong immunity (three immunisations for babies at two, three and four months,
booster at three - five years and booster at 15-16 years). If someone sustains a 'tetanus-
prone wound' after their last booster, they should seek medical advice.  
The flu vaccine is available from September each year and is free of charge to those
with chronic conditions such as asthma, diabetes, COPD and stroke. Immunisation
against pneumonia is also available for over 65s or those with chronic chest conditions.
Please visit NHS Choices at www.nhs.uk for more information on the flu vaccination.

Antenatal

Daily, by appointment with the doctor.

Asthma Clinic

Daily, by appointment with the nurse/doctor.

Cervical Screening (Smear) Clinic

Daily, by appointment with the nurse.

Child Development and Vaccination Clinic

Daily, by appointment with the nurse.
Childhood vaccinations are given in rapid succession at two, three and four months to
protect small babies. It is very important that your child has these vaccinations. If you
are concerned that your child should not have a vaccination on a particular day,
perhaps because they are unwell, please bring them to the surgery so that the nurse
can assess them. For more information on Childhood Vaccinations, please visit NHS
Choices website at www.nhs.uk.

COPD Clinic

Daily, by appointment with the nurse/doctor.

Diabetic Clinic

Monday & Tuesday (Purley) and Wednesday (Coulsdon), by appointment with the nurse.

Ear Irrigation

We offer an ear irrigation service, however, please note the following:

● If you have had a history of ear infection or glue ear then you must wait 6 weeks
before irrigation

● Patients must be 18 or over
● Please use olive oil drops in the ear twice a day for 2 weeks before irrigation
● If you require both ears to be irrigated at the same time, then please book a double

appointment
● Should you have any of the following conditions, we apologise, but ear irrigation

unfortunately cannot be performed: history of perforation in the past 20 years;
severe tinnitus; mastoid cavities/grommets; cleft palate; learning disabilities or if
you have had surgery on ears then you need to be referred for micro suction ENT.

Family Planning

We are happy to deal with all contraceptive matters and fit coils and contraceptive
implants. If you would like to have a coil/implant fitted, please visit our website to read
the advice about recommended timings so that you can book your appointment at the
appropriate stage. If you see any doctor in ordinary surgery they are all fully qualified to
give general contraceptive advice should you not be able to attend this clinic.

Health Screening

If you want a check-up then make an appointment for the Well Man/Well Woman Clinic.
Our nurses can advise you on diet, alcohol and smoking and if necessary they can carry
out various blood tests or refer you to a doctor for a specific problem. We recommend
these check-ups to those patients who would not normally attend the surgery as these
are the people who are least likely to get a problem picked up otherwise.

IAPT Psychological Therapies Service

Monday (Purley) by referral via GP or self-referral via Croydon IAPT.
One in four adults will be affected by a mental health problem at some point in their
lives. IAPT provides talking therapies for anyone aged 18 and over who is feeling
depressed, stressed or anxious.

Menopause Clinic

By appointment with the family planning doctor.

Minor Surgery

We provide a full range of minor surgical procedures. These include removal of lumps
and bumps, joint injections and cryotherapy (freezing) for skin problems.

Over 75 Check-Up

Those patients aged over 75 and who haven't seen a doctor or nurse for more than 12
months are entitled to a check-up performed by a trained health care professional.

Phlebotomy

Daily, by appointment with the phlebotomist. Children, under the age of 12, or who

www.woodcotemedical.nhs.uk

are having their first blood test, should attend the Willows Unit at Croydon University
Hospital. Appointments can be made by calling 020 8401 3177. Our phlebotomists will
take blood tests from children aged 12 or over at their discretion. Please note that
blood tests are in the morning only as the samples have to be collected for Croydon
University Hospital laboratory by lunchtime each day. Please remember to bring your
blood form with you.

Postnatal Clinic

By appointment with the doctor.

Travel Clinic

If you intend to go abroad on holiday or business you may need the protection of travel
vaccinations and/or Malaria tablets.  This is not a service we are required to provide
under our contract of medical provision but we recognise that it is sought after by many
of our patients. Consequently we have decided to provide specific travel clinics at our
Purley surgery.

Please contact the surgery as early as possible, preferably six weeks before travel to
make an appointment. The travel clinic does not have infinite capacity and many
immunisations require a course of injections. From time to time patients request urgent
appointments to be seen. If we have an available appointment this is possible, but if not
you will need to book a private clinic instead (details available at reception).

Not all travel vaccinations are included in the services provided by the NHS and some
therefore incur a charge. Please look online or ask at reception for our list of prices.

Non-Woodcote Medical patients are welcome to use our Travel Clinic, but they will be
charged for all vaccines.

Well Man/Well Woman Screening

By appointment with the nurse.

Private Services

Some services fall outside the remit of the NHS and for these a charge may be made.
Examples of these are private certificates, some travel vaccinations and various special
examinations for employment, HGV / Taxi / elderly drivers' insurance, sports and
schools etc. A full list of these services is displayed on our notice board and available on
our website with current prices as recommended by the British Medical Association.

Please note that all fees for private services must be paid for in advance. Fees can be
paid in person by cash, cheque or credit card (cheques should be made payable to
Woodcote Medical). Credit card payments can also be taken over the phone.

General Information

Chaperones

There are occasions when patients need to be assessed by a clinician which might
involve an examination or a procedure where a chaperone may be required. Trust is
important between a clinician and a patient and our practice is committed to putting
patients at ease whenever possible. If you wish for a chaperone to be present at any
time please do not hesitate to ask the clinician. If you know in advance that you will
require a chaperone please request one at the time of making the appointment, as if it
is not possible to provide one immediately, you may have to return at a mutually
convenient time. Please ask at Reception to read our full chaperone policy.

Interpreters

If you require an interpreter either call or come into the surgery and we will be happy
to arrange the service for you. Please inform us at least three days prior to your
appointment if you require this service.

Carers

If you are the main carer for someone in their own home or are cared for by someone
who may or may not be a patient of our practice please let us know by completing a
carer’s information card, which is available at Reception and online. More information
and support is available at Carers UK on 0808 808 7777.

Parking

There is a patients' car park at our Purley surgery; the entrance is in Plough Lane where
there is level access to the surgery for wheelchairs.

There is no specified parking area at our Coulsdon surgery. There are, however, both
meter-controlled parking bays and time-limited parking bays on the main road outside
the surgery.

Disabled Access

Both surgeries are equipped with the disabled in mind. Wheelchair access is facilitated
with a gentle ramp at our Coulsdon surgery and by level access at Purley. Both surgeries
have been fully equipped with modern disabled toilet facilities.

Deaf Patients

A portable hearing loop system is available at Reception at both surgeries. Please
inform reception so that it is available for your consultation. We have an email address
and text messaging facility for deaf patients to contact the surgery on. Patients, who
would like to request access to these services, should provide their mobile number to
reception and complete the Generic Email Agreement Form.

www.woodcotemedical.nhs.uk

Patient 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 e.g. from district nurses and hospital
services.

● To help you get other services e.g. from the social work department. This requires
your consent.

● When we have a duty to others e.g. in child protection cases anonymised patient
information will also be used at local and national level to help the Health Board
and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please
let us know.

Please note that we have a strict policy regarding confidentiality for patients aged 16
and over and data protection. In this respect we are unable to discuss patient
information unless they have given prior written permission. Should a patient wish to
put this in writing then we do have a form available for them to complete.

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 medical staff.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure
under this act can be made available to the public. All requests for such information
should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act,
patients may request to see their medical records. Such requests should be made
through the practice manager and may be subject to an administration charge. Please
note that an appointment at a mutually convenient time will need to be made to view
the medical records and the patient must bring their driving licence/passport to prove
their identity.  No information will be released without the patient consent unless we
are legally obliged to do so.

Zero Tolerance

All staff at the surgery have the right to carry out their work without threat of violence.
The surgery reserves the right to remove any patient from our list who is physically or
verbally abusive or threatening towards any member of our staff or other patients. We
promise to treat all our patients with respect and, in return, we feel our staff are
entitled to the same respect.

Named Accountable GP

All patients who register at our practice are allocated a named accountable GP. If you
are uncertain who your named GP is, please ask when you next visit the surgery. Where
a patient expresses a preference as to which GP they have been assigned, the practice
will make reasonable efforts to accommodate this request.

Please note that having a named, accountable GP does not prevent you seeing any
other doctor in the practice. Your named GP will not be available at all times and if your
needs are urgent, you may need to discuss them with an alternative doctor. All your
records are available to every doctor in the surgery.

The Rights and Responsibilities of Patients

You have the right to:
● Receive healthcare on the basis of clinical need, regardless of your income
● Equal treatment regardless of race, gender, age, religion, sexual orientation,

disability or nature of your health problems as long as you reside within the
practice boundaries and qualify for free NHS treatment
● Have reasonable access to high quality service and facilities
● Receive information on what is wrong with you & the treatment options available
● Ask questions and be given truthful and clear answers
● Ask for a second opinion on your diagnosis or treatment
● Ask to have someone with you (friend, relative, interpreter) at any time
● Register at a GP practice as long as you are within their boundary. If a practice is
unwilling to take you on they must provide the reason in writing
● Refuse treatment as you see fit. This includes examinations, tests, diagnostic
procedures, mediations, operations etc.
● Refuse to be treated or examined in the presence of medical students
● Information on the GP practices in your area and the services they provide
● Confidentiality – personal information about your health is confidential and should
only be disclosed to those who need that information to provide treatment
● Access to your medical records – please see above.

Patients have certain responsibilities:
● To arrive in time for their appointment. If you are unable to keep your appointment,

please advise us beforehand
● Treat all health staff in a reasonable and courteous manner
● Use emergency services in a reasonable manner
● Take care of medicines. Medicines are for the person they are prescribed for and

should not be shared. Any unused medicines should be returned to a pharmacy
● Keep the practice informed of any change of name, address, telephone number or

mobile number
● Keep young children in your care under constant supervision and ensure they

behave appropriately whilst on practice premises
● As patients you are responsible for your own health and that of any dependants. It

is important that you adhere to any advice or information given to you by a health
professional.

www.woodcotemedical.nhs.uk

Comments and Suggestions

The partners and staff at Woodcote Medical are interested to know what you think
about the services we offer at the surgery. The practice is always looking for ways to
improve the services it offers to patients. To do this effectively, we need to know what
you think about the services you receive. We welcome constructive feedback – tell us
what we do best, where we don't meet your expectations plus any ideas and
suggestions you may have. Only by listening to you can the practice continue to build
and improve upon the service it offers.

The Friends and Family Test

The Friends and Family Test (FFT) is a feedback tool that supports the fundamental
principle that people who use NHS services should have the opportunity to provide
feedback on their experience that can be used to improve services.

You can participate in the test via the online link on our website, by replying to the text
messaging survey following your appointment or by completing a paper copy in the
surgery. As this is continuous feedback, you can take part after any/every contact you
have with the practice. FFT is voluntary and anonymous. Results are published on the
website, where you will also find more information about the Friends and Family Test.

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 cause for complaint. If this is so, we would wish for the matter
to be settled as quickly, and as amicably, as possible. To pursue a complaint please
contact the practice manager who will deal with your concerns appropriately. A leaflet
giving full details of our complaints procedure is available from Reception and on our
website.

Commissioning and Provision of Services

Croydon Clinical Commissioning Group is responsible for planning and funding your
local healthcare services.

NHS Croydon Clinical Commissioning Group
Bernard Weatherill House
2nd Floor
Zone G
8 Mint Walk
Croydon
CR0 1EA

Tel: 020 3668 1300
Website: www.croydonccg.nhs.uk

Self Treatment

Many common aches and pains can be simply treated at home without the need to
consult a doctor. It is estimated that every year, 50 million visits to the GP are made for
minor ailments such as coughs and colds, mild eczema, and athlete's foot. By visiting
your pharmacy first, you could save yourself time and trouble. If your symptoms
persist, then it's time to contact your doctor.

Back Pain

If you are suffering from back pain, take care to sit as upright as possible with a support
for the small of the back. Initially take ibuprofen or paracetamol which will not only
relieve the pain but will help to relieve any inflammation. If your back pain persists for
more than a few days, consult your doctor, who may well prescribe stronger drugs, heat
treatment, gentle exercise or some kind of supportive corset.

Chickenpox

On the first day a rash appears as small red patches about 3-4mm across. Within a few
hours of these developing, small blisters appear in the centre of these patches. During
the next three or four days further patches will appear and the earlier ones will turn
'crusty' and fall off.

Calamine lotion may be applied to soothe the often severe itching. Cool baths may also
help. The most infectious period is from two to three days before the rash appears and
up to five days after this date. Children may return to school as soon as the last 'crusts'
have fallen off.

Coughs, Colds and Sore Throats

For most people, a cold will get better on its own within a week of the symptoms
starting without any specific treatment. However, there are treatments that can help to
ease your symptoms and make you feel more comfortable. These are available from
your pharmacy, which means that you can treat yourself, rather than needing to see
your GP. There is no cure for colds. Antibiotics, which treat infections caused by
bacteria, do not work on cold viruses. The following self-help measures may help to
ease the symptoms of a cold:

● Drinking enough fluids to prevent dehydration
● Steam inhalations with menthol, salt water nasal sprays or drops may be helpful.
● Vapour rubs may help relieve symptoms for children
● Hot drinks (particularly with lemon), hot soups and spicy foods can help to ease

irritation and pain in your throat
● Sucking sweets or lozenges which contain menthol or eucalyptus may sooth your

throat
● Gargling with salt water may help a sore throat
● You should try to make sure you get enough rest if you have a cold. It’s not usually

necessary to stay off work or school.

www.woodcotemedical.nhs.uk

Cystitis

Frequently passing urine which stings or burns suggest cystitis, which is sometimes
caused by infection. If drinking plenty of fluids, including bicarbonate of soda (one
teaspoon per glass of water four times daily) does not relieve symptoms, see your
doctor. Remember to bring a fresh sample of urine in a clean container to be tested.

Diarrhoea and Vomiting

Usually due to food poisoning or a virus especially in children, both usually settle in 24-
36 hours. Drink small quantities of glucose water (Lucozade) or Dioralyte frequently.
Avoid food for 24 hours and then re-introduce dried toast/rice; avoid dairy products for
a few days afterwards. See the doctor if vomiting is accompanied by severe pain, lasts
more than 24 hours or if there is a high fever. Children can become rapidly dehydrated
if fluids cannot be kept down – always seek medical advice early, especially if a fever
which fails to settle with frequent sponging and paracetamol. If symptoms follow a visit
abroad seek medical advice immediately.

Earache

Usually earache accompanies coughs and colds. Paracetamol will relieve the pain. If
symptoms persist, and with children, consult your doctor.

Flu

This common viral illness, often more common from October to March, causes
respiratory symptoms like a cough and sore throat together with a marked fever, aching
and shivering. It usually lasts a week. The best treatment is to rest, take plenty of fluids
and adequate pain and temperature control such as paracetamol or ibuprofen.
Continuing work will not help you or your work colleagues. If you are not better after a
week or, if you develop a severe cough, you may need antibiotics. If you suffer from a
chronic chest complaint or diabetes or are a immunosuppression or suffer other
chronic illness which lowers your resistance, then you should have a flu vaccine. These
are available from the beginning of October each year and are free. If in doubt ask your
doctor.

German Measles (Rubella)

The rash appears during the first day and usually covers the body, arms and legs in
small pink patches about 2-4 mm across and doesn't itch. No other symptoms are
usually present apart from occasional aching joints. It is infectious from two days
before the rash appears, until the rash disappears in about four or five days from that
date. The only danger is to unborn babies and, therefore, it is important that all
contacts are informed in order that anyone who may be pregnant can contact their
doctor. Immunisation can prevent this disease

Head Lice

Very common in children, head lice prefer clean hair and are not a sign of poor hygiene.
Medicated lotion can be obtained from the chemist without prescription.

Impetigo

Impetigo is a common and highly contagious skin infection that causes sores and
blisters. It's not usually serious and often improves within a week of treatment. There
are two types of impetigo:
● non-bullous impetigo, which typically affects the skin around the nose and mouth,

causing sores to develop that quickly burst to leave a yellow-brown crust
● bullous impetigo, which typically affects the the central part of the body between

the waist and neck, causing fluid-filled blisters to develop that burst after a few days
to leave a yellow crust
Impetigo usually gets better without treatment in around two to three weeks, but
treatment with antibiotic creams or tablets is often recommended because it can
reduce the length of the illness to around seven to 10 days and can lower the risk of the
infection being spread to others.

Measles

The rash is blotchy and red and appears on the face and body around the fourth day of
illness. It is at its most infectious from two or three days before the rash appears until
eight or ten days after that date. Immunisation can prevent this disease

Mumps

Symptoms are swelling of the glands in front of one ear often followed, after a couple of
days, by swelling in front of the other ear. It is infectious from two or three days before
the swelling appears until eight or ten days after that date. If the pain is severe you
should consult your doctor. Immunisation can prevent this disease

Scarlet Fever

Scarlet fever usually follows a sore throat or a skin infection, such as impetigo, caused
by particular strains of streptococcus bacteria. Initial symptoms usually include a sore
throat, headache and a high temperature (38.3C/101F or above), flushed cheeks and a
swollen tongue. A day or two later the characteristic pinkish rash appears. It usually
occurs on the chest and stomach before spreading to other areas of the body, such as
the ears and neck. The rash feels like sandpaper to touch and it may be itchy. Scarlet
fever usually clears up after about a week, but if you think you or your child may have
it, see your GP for a proper diagnosis and appropriate antibiotic treatment.

Threadworms

Most children will get these at some stage. An itching bottom, especially at night, is the
most common complaint. Threadworms resemble small pieces of white cotton. Your
pharmacy can advise you about treatment for all of the family.

Thrush

Thrush, which is characterised by a white itchy discharge, can be treated from Canesten
cream (available from the chemist without prescription). Avoidance of nylon underwear
and bubble bath can help reduce recurrence. If symptoms persist consult your doctor.

www.woodcotemedical.nhs.uk

First Aid

Burns and Scalds

DO cool the burn by placing the burnt area under cold running water for between 10
and 30 minutes
DO NOT remove any clothing that is stuck to the burnt area
DO NOT put oil or cream on a burn
DO cover the burn by placing a layer of cling film over it
DO use painkillers, such as paracetamol or ibuprofen, to treat any pain
DO NOT burst any blisters that form
DO seek medical advice for any serious burns

Child with a Temperature

DO keep a supply of children's paracetamol or ibuprofen at home
DO keep your child hydrated by giving them plenty of cool water to drink
DO try to keep the child's room cool (18C/65F is about right)
DO contact the surgery if you are worried about your child and we will arrange a same
day appointment

Choking

DO NOT panic
DO NOT try to retrieve the object from the throat
DO turn young children upside down and hit them firmly between the shoulder blades
or give a short squeeze on the tummy
DO several sharp squeezes in an adult (standing behind them and holding them in a
hug)
DO seek medical advice by dialling 999 if none of the above works.

Cuts

DO use firm pressure with a clean cloth until the bleeding stops
DO raise the limb
DO clean the wound under running water, but do not use antiseptic because it may
damage the tissue and slow down healing
DO apply a sterile adhesive dressing, such as a plaster
DO seek medical advice for heavy bleeding

Insect Bites and Stings

DO wash the affected area with soap and water
DO place a cold compress (a flannel or cloth cooled with cold water) over the affected
area to reduce swelling
DO NOT scratch the area as it can become infected (keep children's fingernails short
and clean)
DO go to your chemist to obtain antihistamine tablets (with prescription)
Note: bee stings should be scraped away rather than 'plucked' in order to avoid
squeezing the contents of the venom sac into the wound.

First Aid Kit
The following is a list of useful medicines and dressings that is worth stocking at home
in readiness for any minor illnesses. But do keep them out of the reach of children.

● Plasters in a variety of sizes and shapes ● Thermometer (preferably digital)
● Different sizes of sterile gauze dressings ● Skin rash cream
● Two sterile eye dressings & eye wash/bath ● Cream/spray for insect bites/stings
● Triangular bandages & sticky tape ● Antiseptic cream
● Paracetamol (or infant paracetamol
● Crêpe rolled bandages & safety pins for children), or ibuprofen
● Disposable sterile gloves
● Tweezers ● Cough medicine

● Alcohol-free cleansing wipes ● Antihistamine tablets

Map of our Catchment AreaRemember that your local pharmacy can give you advice about medicines
We accept patients at the practice who live within the area shown below.

www.woodcotemedical.nhs.uk

Opening Times

Purley Surgery
32 Foxley Lane, Purley, CR8 3EE

Monday 8:00am – 6:30pm
Tuesday 8:00am – 6:30pm
Wednesday 8:00am – 8:00pm
Thursday 8:00am – 6:30pm
Friday 8:00am – 6:30pm
Saturday 9.30am – 11.30am*

Coulsdon Surgery
140 Chipstead Valley Road, Coulsdon, CR5 3BB

Monday 8:00am – 6:00pm
Tuesday 8:00am – 6:00pm
Wednesday 8:00am – 6:00pm
Thursday 8:00am – 6:00pm
Friday 8:00am – 6:00pm
Saturday 9.30am – 11.30am*

*Please note that Saturday clinics are for pre-
booked appointments only and our phone lines
are not open during these times.
Our Saturday clinics are held at either our Purley or
Coulsdon surgery. Please check online for further
information.

www.woodcotemedical.nhs.uk