Practice Leaflet

The Clapton Surgery

14 Urban Hive, Theydon Road

London E5 9BQ

Tel: 020 8806 7735 Fax: 020 8806 2991

PRACTICE WEBSITE ADDRESS

www.theclaptonsurgery.nhs.uk

Practice Leaflet

Welcome to the Clapton Surgery. The purpose of this leaflet is to familiarise you with the practice and inform you about clinics and services that can be offered.

OPENING HOURS

For collection of prescriptions, letters, appointments etc.

 The practice will be closed on weekends and Bank Holidays.

To contact a doctor outside these hours

Call: NHS 111

The practice is accessible by wheelchair. All doors are sufficiently wide and there is a lift available for access to the first floor.

Catchment area’s: E5 and parts of N16 Postal areas only for registering with this practice.

Accessibility

We are on Theydon Road which is accessible via the 393 bus route the nearest railway station is Clapton railway station. Parking is possible but to a limited extent at the back of the surgery and in Theydon Road.

Appointments

We run an appointment system whereby you make an appointment by phone or face to face in the surgery. There are three types of appointments;

• Routine Appointments which you can book up to 4 weeks in advance
• ‘24-Hour’ Appointments which you can book 24 hours in advance (please call at 08:30am the day before your required appointment as these appointments are very popular and run out quickly)
• Emergency Appointments can only be booked on the same day. Emergency appointments are for medical problems that cannot wait until the next routine or special appointment. Repeat prescriptions, signing of forms or non-urgent referrals will not be dealt with during an emergency appointment and you will be asked to rebook. To book an emergency appointment, you need to call us at 8:30am for a morning appointment or 3:45pm for an afternoon appointment. If you cannot be offered an emergency appointment you will be placed on the Telephone Consultations list for the on call doctor to call you back.
• Telephone Consultation Appointments if you need to speak to a clinician, a receptionist will book a Telephone Consultation for you and the doctor on call will call you back. Please call in the morning before 10am to secure an afternoon telephone consultation appointment.
• Online Booking Appointments is a system whereby patients are able to book appointments themselves online and access a brief summary of their medical notes.You may be asked by a receptionist the reason for your appointment; this is in order for the clinician to prepare for your consultation. Your appointment with a nurse will be for 15 minutes and with a doctor for 10 minutes. It is inevitable that when the surgery is very busy there may be times when your wait will be longer than expected, for times like these we apologise and ask for your understandingIf you are unable to attend your appointment please let us know as soon as possible so we may offer it to another patient. You can cancel your appointment by calling 02088067735, emailing clapton.surgery@nhs.net or using the Comments/Suggestions form on our website www.theclaptonsurgery.nhs.uk Failure to cancel your appointment 3 consecutive times may put you at risk of being removed from the practice list. Please ask at reception for the practice DNA procedure.Home VisitsHome visits are only made where the severity of your medical condition makes it impossible for you to attend surgery. Wherever possible, you should make your visit request before 10:00am and the doctor on call will call you before making the visit, so ensure you leave a correct contact numberMedical staff Medical services are provided by one male partner, one male salaried GP and two female locum GPs . Who have the following qualifications:DOCTORS:
• Dr. M. Raouf (salaried GP) MBBS MRCGP DRCOG     
• Mrs Filiz Johnson Monday, Tuesday and Thursday
• Practice nurse:
• Dr. M Sahemey – Female Doctor (Locum)
• Dr. S. Sharif MSc phD DCH MRCGP
• Cancelling Appointments

The practice nurse offers general check-ups, advice about stopping smoking, diet and exercise, removal of stitches, dressings, ear syringing, travel advice and immunisations. 

Assistant Practitioner :

Miss Sahina Begum   Monday, Tuesday and Thursday.   The HCA offers new patient health checks, general health checks, general advice about diet and exercise and baby weighing and is a fully trained phlebotomist.

Practice Staff:

Receptionists/Administrators: Amina Begum, Aysha Ali, Shumaya Rahman and Shanjida Ahmed

The receptionists are keen to help patients at all times. They do not offer medical advice but will be able to resolve most queries. All information given to receptionists is treated in strict confidence. 

Interpreter available upon request

Language line.

Health visitors

The health visitors can be contacted by calling 020 7683 4831. They are available for advice on all aspects of health and have regular contact with children under the age of 5 and will be in the Surgery every Tuesday morning until 12:00pm.

District nurses

The District nurses are based at Fountayne road, tel. 020 7683 4835. They provide nursing care, general assessments and health advice to patients who are unable to leave their homes.

Community Matrons

The Community Matrons are also based in Fountayne Road and they visit housebound and palliative care patients to assist with nursing care, medication compliance and care plans. They can be contacted on 020 7683 4554.

Out of hours

If you need to seek advice when the practice is closed, please telephone CHUSE on 020 8185 0545. Please restrict the use of this service to genuinely urgent problems (frequent use of the service will be investigated). In addition, NHS Direct 0845 46 47 operates a 24 hour nurse advice and health information service and advises on particular health conditions.

Repeat Prescriptions

Patients, who take regular medications and need to renew their supply of medicines, must hand in the counterfoil of their previous prescription marking the drugs they wish re-issued. Repeat prescriptions require at least 48 hours to be processed.

Sometimes you will find that your requested medication has not been prescribed because you have not attended a recent medication review. In this case please book a routine appointment with a GP in order to discuss your prescribing needs.

Test Results

You will be notified of an abnormal result by letter or telephone. It is therefore very important that the contact details we hold for you are kept up to date. If you wish to confirm or enquire about a result, please call the surgery before 10am to speak to a clinician.

Health Services Provided at the Surgery

Diabetic Clinic         Contraceptive services

Antenatal care          Baby Clinic

BCG Clinic                Weight Clinic

Phlebotomy Clinic    Asthma & COPD Clinic

Smoking Cessation Psychotherapy

Travel Vaccinations

If you are planning to travel abroad you must fill in a travel questionnaire which is available from reception or from our website www.theclaptonsurgery.nhs.uk in the Travel Vaccinations section. Please note that you must return this form 4-6 weeks before your departure date. You will then be offered an appointment for your vaccinations to be administered. We offer a full range of vaccinations for foreign travel except for Yellow-fever. 

Primary Care Trust

The practice is within City and Hackney Teaching Primary care Trust (tPCT), Tel: 02073013000

Complaints

If you have any complaints or concerns, please speak to the Practice Manager or ask at reception for a written complaints procedure. A complaints form and the Complaints Protocol are also available from our website www.theclaptonsurgery.nhs.uk in the Contact Us section. Alternatively, you may contact NHS Commissioning Board

PO Box 16728

Redditch

B97 9PT

You can also contact the NHS Commissioning Board via phone and email:

Tel: 0300 311 22 33 or nhscommissioningboard@hscic.gov.uk.

If you are not satisfied with the result of a complaint, you should contact The Parliamentary and Health Service Ombudsman on 0345 015 4033 (8:30am to 5:30pm Monday to Friday), email them at phso.enquiries@ombudsman.org.uk, fax them on 0300 061 4000 or write to them at The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.

Patient Representatives

We hold a patient representatives meeting every three months at the surgery so that any issues regarding the services we offer to you are discussed. If you feel you wish to discuss any aspect of your care with us please contact the practice manager to attend the next patient representatives meeting.

Data Protection Act

We are required under the Data protection act (1998~) to inform you that some of the information  you have supplied will be held on computer or paper based files and will become part of  your personal confidential patient record and may need to be shared with other health professionals involved in your care. You can ask to see your own records at any time- please ask one of the reception staff on how to do this.

Use of Personal Health Information

Information about your personal health is only used in order to provide medical care and liaise with other providers of your care, e.g. hospitals, Social services, etc.

Equal Opportunities

We aim to provide the best care possible to everyone according to their need and regardless of their age, gender, ethnicity, sexual orientation or mental or physical ability.

Comments and Suggestions

Your comments and suggestions are valued and are always welcomed. You may use the forms and box provided in the waiting area, or visit our website www.theclaptonsurgery.nhs.uk.

Patient’s Rights and Responsibilities

• You have the right to access the service we provide within a reasonable time depending on clinical necessity.
• You have the right to expect a standard of care which would reasonably be provided by one of the doctors or nurses.
• You have the responsibility to attend appointments punctually and to cancel appointments which you are unable to keep
• All staff and patients at the practice have the right to be treated with mutual respect. Abusive, Aggressive, Racist or Sexist Behaviour     Fax: 0208 806 2991   
•  
• www.theclaptonsurgery.nhs.uk
• Email: clapton.surgery@nhs.net
• Tel: 0208 806 7735
• You can contact us by;
•  
•  
• This practice supports the Governments Zero Tolerance policy. Any patient found using threatening behaviour or abusive language whilst on the premises will be asked to register at another practice.