The Doctors

Dr. Kathryn A. Freeman MB, ChB, DFFP Dr. Joanne Peters MB BS, DRCOG, MRCGP, DFFP Dr. Christopher F. Quartly MB BS, DCH, DObst RCOG Dr. Janet Berry BM Dr. Stephen Price MB BS, DCCH, DFFP, DRCOG, MRCGP Dr. PMJ O' Donnell MB BS, DRCOG Dr Bruce J Ella ChB, BSc (hons), DRCO, DCH, DFFP

How to See Your Doctor

We run an appointment system at the Surgery. The NHS requires us to enable access to a GP within 48hrs.

Appointments can be made by telephoning the APPOINTMENTS ONLY lines on 01582 602082 or by calling in to surgery and booking at reception.

Please be aware these lines are VERY busy, particularly between 8.30 and 9 am. We have staff on each phone, but if more than 2 calls come through together, you will sit in a queue, until an operator is free.

The appointment lines are open all day in surgery open hours. They are switched through automatically when the system clock reads 08.30am and switched off at 6.30pm. These are entirely separate lines from the main surgery system.

Doctor AND nurse appointments are pre-bookable FOUR WEEKS in advance. We reserve 40% of doctor appointments to release each day. These are blocked by our current computerized appointment system until the date is reached.

Every day there is a doctor who has emergency appointments & all of those are released for that day only.

We appreciate some patients are at work all day either locally or out of town. There are appointments from 6.30pm four evenings a week – or 3 evenings and one early Friday morning from 7am.which are all pre-bookable up to 4 weeks in advance. Please ask a receptionist about these times if this would be helpful for you.

If the doctor asks you to come back to be reviewed; please make your return appointment before leaving surgery.

If you have a particular need to be seen at a particular time or by a particular doctor & the receptionist is unable to override the system, please ask to speak to the Practice Manager or her deputy.

Double appointments are available if required. Please ask the receptionist.

Each person attending surgery needs a separate appointment; this will avoid delay to other patients.

Provision is made for disabled patients with suitable access to the building and toilet facilities.

If you are unable to attend for any reason, please let us know as soon as possible, so your appointment may be used for another patient.

Please ask to speak to the Practice Manager or her Deputy, if you have a particular problem booking the appointment; - or any other concern.

We cannot promise always to be able to offer an appointment with the GP of your choice, but we request if possible that you see the same doctor each time to ensure continuity of care.

Home Visits

Please telephone 01582 664401 BEFORE 11.30am if you wish to request a home visit. The receptionist will ask what the problem is to assist the doctor in deciding the urgency of each case. We will also require the patient's name, address, age and your telephone number. You may be asked to telephone again to discuss the need for a visit with the doctor.

Home visits, except in an emergency, are entirely at the discretion of the doctor as they are under no obligation to do so. The practice covers a wide area and you will therefore be seen and receive treatment more quickly if you attend the surgery.

Out of hours Calls - Emergency Only

If you require a doctor or advice URGENTLY please telephone 01582 664401. The recorded message will give you the number to ring for the duty doctor or a deputising service. Or you may ring NHS Direct on 0845 4647.

PLEASE NOTE this service is for emergencies which require immediate attention. Your problem may be discussed with a doctor over the phone who will be more than happy to give advice, but will only visit you if he/she feels it cannot wait for surgery to open.

Telephoning the Doctor

If you wish to speak to the doctor, please ring after 10.00am and the receptionist will advise you when your doctor will be available. Interruptions during surgery are upsetting for both doctors and patients. For this reason, receptionists have been asked not to disturb consultations with telephone calls.

Results of Tests

Hospital mail arrives late in the morning and is not seen by the doctors until after surgery. We ask that anyone requesting information regarding results or hospital appointment letters telephones after 11.30am. Our staff cannot interpret results or offer medical advice. We do not routinely contact patients with normal test results (except cervical smear results).

Comments, Complaints or Concerns

To help us make sure that we provide the best possible service for our patients, this practice operates a practice-based complaints procedure, according to NHS Guidelines. Details of the complaints procedure can be found here, or in a leaflet available at the surgery. If you have any concerns or want to make any comments or complaints, or pass on any complaints etc, please ask to speak to our practice manager or her deputy.

Practice Charter

The practice has produced its own charter of your rights and responsibilities as a patient. It explains the standards of services which you are entitled to expect from us and what we ask of you. There is a framed copy in the waiting room.

Health and Safety

The practice aims to provide safe and healthy premises for the benefit of staff, patients, visitors and contractors. We ask you to behave in a responsible and reasonable manner whilst on the premises. Equipment in any area of the building must not be touched or used without instruction or supervision from staff.

Confidentiality

All our members of staff are bound by the rules of confidentiality and the Information Commission – The Data Protection Act. Please do not request any information relating to another patient without written authorization for us to release the information. If you have any questions about this standing instruction to all staff, please ask to speak to the Practice Manager.

All our patient records are now computerized. Your registration details are transferred to and from the Health Authority electronically via the NHS net. This is password protected and accessible only to senior staff for the purpose of administration.

Clinical data is audited monthly for disease monitoring and planning purposes, but is anonymous using reference numbers and not names.

No information will be released about you to any outside source, eg. a solicitor or insurance company, without your written authorization. There are posters and leaflets available on NHS Confidentiality issues.

The Practice Team

The Manager

Mrs Sue Dobson, RN, DMS, works full time and is responsible for the overall management of the practice. She is able to help you with any queries, comments or complaints you may have.

The Assistant Manager

The assistant manager, Mrs Susan Bardell, works with the manager and deputises for her in her absence, taking particular responsibility for the efficient running of the reception services.

Secretary

We have one part-time medical secretary.

Receptionists

We have 12 part-time reception staff who are the first members of the team that you will meet. Their function is to guide you through the practice and to arrange appointments.
They often have a difficult job to do and may sometimes need to ask questions about the nature of you illness to assist the doctor in the smooth running of the surgery. Please treat them with respect.

Practice Nurses

We have five experienced practice nurses who assist the doctors and advise on a variety of health matters. They perform treatments including dressings and immunisations, and give advice on travel and health promotion. They run clinics on Diabetes, Asthma, Heart Disease, Smoking Cessation etc.

Although not directly employed at the practice, we work alongside other professionals who form part of our primary healthcare team. These include:

Health Visitors

We have a team of Health Visitors attached to the Practice. They are based at Dunstable Health Centre; telephone (01582) 707660 and are available between the hours of 9am to 5pm, Monday to Friday

Health Visitors are trained nurses who have specialist qualifications in child and family health. You can discuss with them any issues about the health and well being of yourself, your children and your family.

The Health Visitor can give advice on behaviour management and feeding problems. She will give support for postnatal depression and advice on many other issues.

The Community Midwife

In co-operation with the doctors, the community midwife provides both ante-natal and post-natal care for mother and baby at the surgery and at home.
Ante-natal appointments at the surgery are on an appointment system.

Clinical Psychology and Counselling

We have a counselling service here at the surgery 3 days a week. Please make an appointment with a doctor if you would like to be referred to this service.