West Street Surgery Patient Information Booklet

W EST STREET If you are looking for a practice to join, we hope ABOUT US
SURGERY you will find the following information helpful;
and if you have just registered with us, the leaflet West Street Surgery is located on the edge of
tells you about how to contact us, who we are, Dunstable, Bedfordshire close to the
what we do and the services that we offer. picturesque Dunstable Downs.

The information in this booklet is updated It's history dates back to the 19th Century
regularly for the benefit of existing patients. making it one of the oldest medical practices in
the area.
The information is also available on our website.

PATIENT CONTACT US As the surgery grew to meet patient demand it
INFORM ATION moved from it's original site 'The Limes' to a
01582 664401 - Enquiries purpose built surgery on West Street.
LEAFLET 01582 602082 - Appointments
West Street Surgery currently has a patient
www.west st reet surgery.com West Street Surgery population of nearly 12,500 and covers
89 West Street, Dunstable patients living in Dunstable and the
Bedfordshire, LU6 1SF surrounding villages.

west st r eet sur ger [email protected]

PATIENT REGISTRATION APPOINTM ENTS EXTENDED ACCESS

Pat ient s wishing t o regist er with the practice To book an appoint ment please telephone the Six surgeries in Dunstable are working
may do so if their address is within the practice surgery from 8:00am or 12:30pm (Monday to together to increase the number of
boundar y. Friday) on 01582 602082 to arrange this with appointments available for you to see a GP in
the reception team. the early mornings, evenings or at weekends.
If you wish to register you will need to collect a
registration pack from our main reception. With a huge patient population and high Depending on your individual circumstances
You will need to complete the registration demand for appointments it may not be and symptoms, we may offer you an ?extended
forms and provide two forms of ID, one of possible to offer you an appointment on the access?appoint ment .
which needs to be photo ID i.e. Passport or same day. If you appointment is urgent staff
Driving Licence. In addition you will also need will try and offer you options, it may mean that Please note however, that these appointments
to provide proof of address such as a council you may have to be prepared to sit and wait. may not be in your usual GP practice and may
tax or utility bill. not be with one of your usual GPs or nurses.
Appointments with the practice nurses,
healthcare assistant, phlebotomist, clinical West Street Surgery offers?extended access?
pharmacist, midwife and follow-up nurse and GP appointments on Monday and
appointments with your doctor can also be Thursday evenings 6:30pm-8:00pm.
booked in advance. If you register online you
will be able to book GP appointments six weeks
in advance.

Appointments with our mental health nurse will
be co-ordinated directly by the nurse. She will
contact patients to arrange a suitable time.

Surgeries can run late for many reasons. There
may be times when your appointment is
delayed. We aim that you are seen within 30
mins of your appointment time.

For Appoint ment s Call 01582 602082

Online Access - You can also regist er for our Appoint ment s are available t hroughout t he Missed Appoint ment s - A significant number of
online services. which will allow you to book day, Monday t o Friday. Some ext ended access appointments per month are missed where the
appointments in advance (up to 6 weeks), appoint ment s are available at t he weekends. patient does not attend for an appointment and
order repeat medications, etc. In order to use does not call in advance to cancel the
the online service you will need a password, Our normal working hours are 8 am - 6.30 pm appointment. If you are unable to keep an
available from reception. appointment please call.
There are some early morning minor illness
If you are new to the practice and require appointments from 7 am on some weekdays If you repeatedly fail to attend appointments
repeat medication you will need to make an and there is also extended access appointments you may be removed from the practice list and
appointment with a GP before a prescription two evenings each week. have to find an alternative GP practice.
can be issued.

OUR PRACTICETEAM OUR NURSING TEAM OUR COMMUNITY TEAM

The practice team is made up of doctors, Our GP team is supported by a team of five West Street Surgery is also supported by a
nurses, a phlebotomist/HCA, a clinical practice nurses, two of which are nurse community team which includes community
pharmacist, medical secretaries, practitioners/prescribers running minor illness nurses who visit our patients in their homes, a
administrators, reception staff and managers. clinics, a phlebotomist/HCA and a clinical mental health nurse and a midwife, both of
phar macist . whom run clinics at the surgery.
OUR DOCTORS
Tracey St ewart - Nurse Pract it ioner OUR MANAGEMENT TEAM
West Street Surgery is a three partner, one Tracey is our senior nurse
salaried GP practice. The surgery is also practitioner/prescriber. She specialises in Should you have any queries about the practice,
supported by two regular GP locums . minor illness, asthma and women's health. a member of our management team can be
Our GPs have a vast amount of experience, Amanda Townend- Nurse Pract it ioner cont act ed.
knowledge and areas of special interest. All Amanda is a nurse practitioner/prescriber. She
patients have the choice of seeing any doctor, no specialises in minor illness, asthma, COPD and Susan Bardell - Finance Manager
matter who they are registered with. diabetes, she is the lead nurse for our frail and Susan works closely with the partners and is
elderly patients. responsible for finance and
Dr Chris Quart ly MBBS - Senior Part ner Janet Gilt row - Pract ice Nurse administration/reception team management.
Marie Dunn - Manager
Dr Quartly has an interest in minor surgery and Jan specialises in wound care and diabetes. Marie is responsible for policy and procedures,
provides an NHSvasectomy service on behalf of CQC compliance, complaints and HR. Marie
the PCT. He is our practice safeguarding lead. Abbi Bown - Pract ice Nurse works closely with our Patient Participation
Abbi specilises in diabetes, child immunisations Group.
Dr St ephen Price MBBS, MRCGP - Part ner and is our infection control lead.
OUR RECEPTION TEAM
Dr Price is our clinical governance lead. He Sue Warboys - Pract ice Nurse
specialises in minor skin surgery, joint injections Sue specilises in heart disease & stroke Our receptionists are trained to deal with
and has an ongoing interest in aviation Rosanne Aylot t - Pract ice Nurse queries sympathetically and confidentially. They
medicine. Rosie will be joining West Street in July. are you first point of contact with the practice
She specilises in respiratory medicine and and will assist you in every way that they can.
Dr Leena Thomas MBBS, MRCGP - Part ner community nursing. Our Reception Team Leader is Cheryl Blanchard
Angie Woollard - HCA/ Phlebot omist
Dr Thomas is the practice prescribing lead. She Angie is our HCA/phlebotomist. She also OUR ADMINISTRATION TEAM
has special interests in minor surgery, women's carries out health checks and diabetic checks.
health, dementia and learning disabilities. Our practice is supported by a dedicated team
OUR CLINICAL PHARMACIST of clerical and secretarial staff that cover a wide
Dr Sabrina Scot t BMBS, - Salaried GP range of patient administration.
Dr Scott has a special interest in dermatology. Amjid Hussain - Clinical Pharmacist

Amjid is a specialist in medicine and how it
works. He carries out patient medicine reviews.

HOM E VISITS TELEPHONE ADVICE CHAPERONE SERVICE

If you are too ill to come to the surgery and If you need telephone advice from a doctor or a West Street Surgery is committed to providing
would like a GP to visit you the same day please nurse, please call and leave your contact details you with the best possible service. Our
call at 8.00 am for an appointment. Home visits with a receptionist. Our doctors do have some patients will be treated with courtesy, respect
are arranged on a case by case basis. allocated appointments for telephone and dignity at all times.
consultations during the day; unfortunately we
If you are waiting for a home visit and your cannot give you a specific call time. We have a number of trained chaperones. If
condition deteriorates please call the surgery you would like a chaperone present during your
back to seek further advice. For serious consultation please inform the reception team
medical emergencies call 999 immediately. when you arrive.

EMERGENCIES- OUTSIDENORMAL HOURS

Useful Numbers Useful Numbers

Luton & Dunstable Hospital - 01582 491166 If you need to contact a doctor outside normal surgery Alcoholics Anonymous - 020 7833 0022
Social Services Dunstable - 01582 665861
Dunstable Police Station - 01582 471212 hours, plCeaosenttealecpthounsefNoHrSi1n1f1o. Drmepaentdioinng o.n the Al-Anon for Relatives - 020 7403 0888
NSPCC Helpline - 0800 800 500
Citizen's Advice Bureau - 01582 661384 situation you?ll: Cancer Helpline - 01354 653770
Age UK - 01582 456812
Samaritans - 08457 90 90 90 - find out what local service can help you; CRUSE Bereavement Service - 01525 841415
Women's Aid - 01525 381141 - be connected to a nurse, emergency dentist, Drugline - 0158Y2O7U3R2C20H0ILD'SHEALTH ISOUR
Sexual Health Info Line - 08457 567 123
pharmacist or GP; PRIORITY
- get a face-to-face appointment if you need one; MIND - 01438 781464
- be told how to get any medicine you need; or
- get self-care advice. Keech Hospice - 01582 492339

In a desperate emergency, when it is clear that the RELATE - 01582 492050
patient needs immediate hospital treatment you can
telephone 999 for an ambulance. Homeless.org - 01582 722629

REPEAT PRESCRIPTIONS BLOOD TESTS TEST RESULTS

You can request repeat prescript ions by West Street Surgery does have a practice based To obtain test results, including x-rays, blood
various methods; by hand, online, fax (01582 phlebotomist but our service does have results and cervical smear results, please ring
475766), post (with a stamped addresses restrictions which means that not all patients the surgery after 2 pm on weekdays.
envelope) or elect ronic t hrough a chemist of are able to have their blood test taken here at
your choice. the surgery. Receptionists are not able to give results to
Patients may be referred to the new community patients until the doctors has read the result
You must allow 48 hrs for your prescriptions to service, with a choice of having blood tests at and authorised its release. It generally takes
be processed. You can collect prescriptions the Arndale House in Luton or the Dunstable 2-3 days to process blood results so please give
from the practice or ask for them to be Health Centre based at Priory Gardens 72 hours before calling the surgery.
electronically sent to your nominated chemist. Surgery.
If the doctor tells you that you need a 'fasting' Please be aware that it may be necessary to
Attached to your prescription is a list of the blood test (usually for check cholesterol/lipids) speak to a doctor to obtain certain results.
drugs you are receiving and the number of please ask for an appointment before 11 am as
'repeat prescriptions' you are allowed before a you will need to fast for 12 hours beforehand. To preserve patient confidentiality, no
medication review. You must make an Likewise if you are having a test for information can be given to a third person
appointment well in advance for a medication testosterone you will also need an appointment without the patient's prior written consent. You
review to ensure that you do not run out. before 11 am. cannot therefore request results for your
spouse, partner or a child who is over 16.

ANNUAL HEALTH CHECKS

Non - NHSServices - We are happy to provide If you have been diagnosed with any of the following we would like to offer you an annual check, a
a range of non-NHSservices for which we comprehensive review of your condition(s) and
charge a fee. This fee is reviewed on an annual - High Blood Pressure - Asthma medicat ions
basis. The services include but are not limited
t o: - Diabetes K - COPD (Smoking This appointment will most probably be with
one of our nurses or our pharmacist. You will
- Full medical examinations required for - Kidney Disease Related Lung Disease) be notified in writing when you need to make
employer s. an appointment.
- Heart Disease - Dementia or
- Medical reports and examinations for Most people will need to have a urine test and a
insurance companies. - Mental Health Alzheimer?s Disease blood test prior to the review. You should make
an appointment with our healthcare assistant a
- Private certificates. Problems - Epilepsy week before your review appointment to
- PSV or HGV driving licence medical ensure that all test results are back.
- Stroke or Mini Stroke - Vascular Disease
examinat ion.
(TIA) - Rheumotoid Arthritis

COM PLAINTS PROCEDURE If you would like independent advice or support OUR PATIENT CHARTER
about your complaint, the following
We endeavor to give you the best possible service organisations will be able to help: - You will be treated as an individual, with
at all times, but there may be occasions when you courtesy, respect and dignity at all times.
feel that you wish to express your dissatisfaction. POhWER - 0300 456 2370
ht t ps:// www.pohwer.net /cent r al-bedf or dshir e - You will be given the names of the people
We hope that most problems can be sorted out involved in your care.
easily and quickly, at the time they arise. If your Healt hwat ch
problem cannot be sorted out in this way and you ht t ps:// healt hwat ch-cent r albedf or dshir e.or g.uk/ - You may usually see the doctor of your
wish to make a complaint, we would like to know as choice at his or her next available
soon as possible. NHSComplaints Advocacy appoint ment .
ht t ps:// nhscomplaint sadvocacy.or g/
There is a patient information leaflet available at - You will normally be seen within 30
reception and online, which describes our PATIENT PARTICIPATION GROUP minutes of your appointment time, be
complaint process in detail. advised of any long delay and the reason
West Street Surgery has a Patient Participation for it.
Complaints should be addressed in person, or in Group (PPG) that meets two to three times per
writing to the management team or to your named year to discuss the needs of the patients and the - You are entitled to receive advice on a
GP. service we provide. It is a small informal group, healthy lifestyle and to participate in
who are happy to welcome new members. practice health promotion activities.
If you submit a complaint, we will acknowledge the
complaint in writing. We will then aim to resolve If you are interested in joining this group, please Please note that you cannot request information
the issue within ten working days. contact Marie Dunn on 01582 664401. about your spouse, partner or a child over 16
without their specific consent being given to us
YOUR DATA & CONFIDENTIALITY in advance, preferably in writing.
If your employer, insurance company or other
Consent - Where possible the doctor, nurse Confident ialit y - All staff working in the NHS organisation requests information about you,
clinician or pharmacist must be satisfied that a have a legal duty of confidentiality towards you must first provide us with your written
patient understands and consents to a proposed patients. This is written into their Contract of consent for the information to be disclosed.
treatment, immunisation, test or investigation. Employment and they are trained in their You have a right to read any report before it is
Further information about our Consent Policy can responsibility to protect it. sent, provided that you have stated that you
be found in our Privacy Notice on our practice wish to do so in your written consent.
website. A hard copy can be requested from It may at times be necessary to share your
r ecept ion. information with other health care professionals
such as community nurses, health visitors and
Personal Dat a and Informat ion - Please take a look social workers if the are involved in your care.
at the notice board in the waiting room which
explains how your data is used. It is also covered in If you need referring to a hospital consultant,
our Privacy Notice on our website. your doctor will explain this to you and obtain
your consent to do so.

No information concerning a patient will be
given to a third party without the consent of the
patient involved.