Practice staff
Kirsty Garrill: Practice Manager
Lynn Garrard: Senior Receptionist
Jean Wright: Receptionist
Angela Humphreys: Receptionist
Sandy Howard: Receptionist
Amy Tyers: Receptionist

Telephone 01 754 880 212
Fax 01754 880788

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The Practice Staff deal with the many and varied administrative and non-medical aspects of your health and treatment. The receptionists have a number of duties which include answering queries, making appointments, dealing with repeat prescriptions and maintaining medical records.

Practice Nurses - Jayne Davis RGN (female) and Glenis Dickinson BSc(hons) RGN (female), are available by appointment to carry out a number of services including cervical smears and family planning - please see the receptionist.

Services available
Cervical Smears, Vaccinations & Immunisations (including Childhood, travel & Influenza), Contraceptive Services, Ear syringing and Blood tests (except for monitoring Warfarin dosage) are among the services offered by the Practice Nurse who is available by appointment.
The Practice also provides a Child Health Surveillance Service and Maternity Medical Services.
Non NHS examinations e.g. HGV medicals - please inform the receptionist as you will require a longer appointment and a fee will be payable.
Other primary medical services not provided by this Practice may be commissioned elsewhere in the locality by the PCT. Please see above for contact details.

Confidentiality
All of our Practice staff need to and are therefore authorized to have access to medical records. For this reason they are strictly bound by a code of confidentiality. Your personal and medical details held by the Practice may be disclosed to other NHS bodies if necessary, e.g. the Hospital, but will not be issued to anyone else without your express, written consent. For audit purposes, all data is anonymised. If at any time you need to access your own medical records, please speak to the Practice Manager. Under the terms of The Data Protection Act (1998), if you require copies of your notes you will need to apply to the Practice Manager in writing, stating exactly what you require, including the dates of notes you want copies of. You must sign the letter and provide the required fee which is £10 for computerised records and £50 for paper records or a combination of both, if you wish other people such as Solicitors or Insurance companies to have copies of your notes they will require you to sign a consent form which they will then forward to us with a request letter on your behalf.

Protected Learning Time
The surgery is closed every Thursday afternoon from 12.30pm for staff training. An awful lot of work goes on 'behind the scenes' for which we need to receive ongoing training. This protected learning time is very important because it provides us with the opportunity to continually develop our knowledge and skills, and keep up to date with the rapid changes in medical practice, therefore improving standards and offering the level of service that you deserve.

Chaperone
If you require a chaperone when attending a consultation, please advise the Receptionist. The Doctor may also request a chaperone be present during an examination, or on occasion you may be advised that a student Nurse will be present at your consultation. If you have any objection to this, please let us know.

Staff attached to the practice
Midwife Jan Wrisdale can be seen at the Practice by appointment on Tuesday afternoons.
District Nurses are primarily available to give nursing care to patients in their homes at the request of the doctors, but can sometimes be seen at the practice by appointment. Messages can be left for them on 01754 896364.
Health Visitors - Liz Day and Neil Pilkington have their own office at the surgery and can be contacted on 01 754 881 319 or at their Skegness office 01 754 896 367
Well baby clinic is held at the practice every Wednesday afternoon between 2pm and 3.30pm. You do not need to have an appointment to attend and if you have tokens for baby milk they can be exchanged at this time.
Counsellor - We are very fortunate to have the services of John Digan M.A. available to us on a Friday afternoon by appointment. If you feel that you would benefit from seeing him, please see either a Doctor or the Practice Nurse and ask to be referred. The Receptionist will then arrange an appointment for you to be seen, usually within a week or two.

Violent or abusive patients
Violence against staff will not be tolerated by this Practice. The NHS Zero Tolerance definition of violence is 'Any incident where staff are abused, threatened or assaulted in circumstances related to work involving an explicit or implicit challenge to their safety, well-being or health.
Violence includes: Verbal abuse, threats, intimidation and physical assault.
Violent and abusive patients will be reported to the police, may be subsequently prosecuted and will most probably be struck off the practice list.

Complaints
We always try to give you the best services possible, but there may be times when you feel this has not happened, if you have a complaint about the services we provide for you please inform the Practice Manager as soon as possible. Practice Procedure is not able to deal with questions of legal liability or compensation, but we hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if the complaint is not made by that patient in person.
If you wish to make a complaint, please ask the receptionists for a complaints form. You do not have to use this form if you prefer to set out your complaint in your own way.
Your complaint should be addressed to our Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.
A full copy of our complaints procedure can be found on the waiting room notice board or on request.

If you have any suggestions or complaints please do not hesitate to let us know. Similarly, if you feel that a member of staff deserves acknowledging for their commitment and care, please speak to the Practice Manager. It is important that staff are motivated and enthusiastic - and that they receive praise when it is due. We are committed to giving you the best possible service. This will be achieved by working together. Please help us to help you.

November 2004