Information Governance Sometimes your health care will be provided by members of a care team, which might include people from other services, such as social services or education. We will tell you if this is the case. When it could be best for your care for us to share health information with organisations outside the NHS, we will agree this with you beforehand. If you don’t agree, we will discuss with you the possible effect this may have on your care and alternatives available to you. Usually you can choose to limit how we share the information in your electronic care record which identifies you. In helping you decide, we will discuss with you how this may affect our ability to provide you with care or treatment, and any alternatives available to you. It is vital that Stoke on Trent Community Health Services hold the most up to date and accurate information about you. This allows us to provide the best quality of care, ensure patient safety and also enable us to contact you when required. Remember, please ensure wherever possible that you provide us with your NHS number during contact with our staff.

Harley Street Medical Centre Hanley

Stoke-on-Trent Staffordshire

ST1 3RX

Harley Street Medical Centre

Tel: 01782 212066 Tel: 01782 212305 Tel: 01782 206566 Tel: 01782 206866

www.harleystreetmedicalpractice.org

Mon, Tues, Weds & Fri 8:00am – 6:30pm

Thursday 7:00am – 8:00pm

Saturday 9:00am – 12:00pm

Mon, Tues, Weds & Fri 8:00am – 5.00pm

Thursday 8:00am – 1:00pm

Appointment Times:

University Site Appointment Times:

Mon, Tues, Weds & Fri 8:00am – 6:30pm

Thursday 7:00am – 8:00pm

Saturday 9:00am – 12:00pm

Welcome to the Practice…

We are a training/teaching practice and occasionally you may have a trainee doctor present during your consulta-tion, if you are not happy with this then please inform the receptionist and they will make the Doctor aware of this before your consultation

Opening Hours:

Student Health Services Coalport Building

Staffordshire University ST4 2YJ

Tel - 0300 123 1765

Harley Street Medical Centre Hanley Stoke-on-Trent Staffordshire ST1 3RX Tel: 01782 212066 / 212305 / 206866 / 206566 Fax 01782 201326 www.harleystreetmedicalpractice.org.uk

Stoke on Trent Clinical Commissioning Group One Smithfield Building Leonard Coates Way Stoke on Trent Staffordshire ST1 4FA Telephone: 01782 298002

Who are the Practice Staff? Harley Street Medical Centre consists of three male and two female clinical part-

ners and one female business partner.

Clinical Staff

Dr Matthew Stephenson (male) - Partner - 1991 Bristol MBchB, D.R.C.O.G.,

D.F.F.P, M.R.C.G.P

Dr Ashwini Nayak (female) - Salaried GP- 2002 India M.B.B.S., D.R.C.O.G.,

M.R.C.G.P., M.R.C.P., D.F.F.P

Dr Catherine Stephenson (female) - Partner - 1990 Manchester B.Sc, M.B.,

Ch.B., M.R.C.P., D.R.C.O.G., D.F.F.P, M.R.C.G.P.

Dr Munawar Shaikh (male) - Salaried GP —1987 Manchester BSc (MedSci)

MBChB, MRGCP

Dr Gazamir Balliu (male) - Salaried Gp - 1998 Tirana University, MIP (MBBS),

MRCGP, Cert M MEDSCI, Diploma in Diabetes

Nursing Staff

Gary Bentley (Male)

Margaret Roberts (female)

Rachael Bourne (Female)

Sarah Wood (Female)

Jodie Foreman (Female ) HCSW

Administration Staff

Yvonne Bell (female) Business Partner - Practice Manager

There is a team of non-clinical administration staff that make sure the

Practice runs smoothly and effectively.

What Services are offered at Harley Street Medical Centre ? Contraception Disease Management Maternity Child Development & Immunisation Travel Advice Weight Management Life Style advice

How do I register as a patient? Call into the reception and fill in a GMS1 form. Please bring a recent form of identification, a combination of any three of the below: (This Document must be dated within the last 3 months if it is a paid utility bill/bank statement) *Paid Utility Bills *Passport *Bank Statement *Medical Card *Driving Licence *Home Office Documents *Correspondence/Documents from Benefits Agency We will then register you onto the computer system within 48 hours and invite you for a new patient check. The new patient check is not compulsory , however it is an opportunity for the surgery to update records. This can happen anytime in the first 6 months of joining the practice. In accordance with GMS Contract Clause 35-38 please see the following page that details consultations available to patients. Any patients over the age of 75 will from 1st April 2014 be registered with a assigned named doctor (see website for details)

There are several ways to book an appointment: Come into the surgery and make an appointment with the receptionist. Register at the surgery for online appointments. Telephone the surgery to speak to one of the receptionists who will be able to book an appointment for you on the day with a doctor and a routine appointment with the practice nurse We offer pre-bookable appointments via the online system and book on the day and pre-bookable appointments via the telephone and the front desk. When the surgery is closed you are able to make a pre-bookable appointment or cancel an appointment via the online system.

Midway Medical and Walk in centre 01782 663757 Age UK 01782 214922 The Dove Service Bereavement Care 01782 683155 www.thedoveservice.org.uk Dental Advice line 0300 123 0981 Disability Solutions 01782 683800 www.disability-solutions.net District Nurse Team (Out of hours) 0300 123 0989 Donna Louise Trust 01782 654440 www.donnalouisetrust.org NHS Smoking Advice 0800 169 0169

Further contact details NHS Out Of Hours service 111 Aquarius: Advice on Alcohol, Drugs, Gambling

Addictions 01782 283113 Citizens Advice Bureau Hanley 01782 408600 Childline 0800 1111 www.childline.org.uk Douglas MacMillan Hospice clinical advice

01782 344300 www.dmhospice.org.uk Druglink (North Staffordshire) 01782 850475 • Hanley Health & Wellbeing Centre 0300 123 6759 www.hanleyhealthandwellbeingcentre.nhs.uk Job Centre Plus, Hanley 0345 604 3719 Samaritans 08457 90 90 90 www.samaritans.org • Staffordshire Police 101 (non emergency) www.staffordshire.police.uk Royal Stoke Hospital 01782 715444 www.uhns.nhs.uk Advocacy Services in Staffordshire (ASIST) 01782 845584

Patients not seen within 3 years-

Where a registered patient who has attained the age of 16 years but has not

attained the age of 75 years; and has attended neither a consultation with,

nor a clinic provided by, the Contractor within the period of three years

prior to the date of his request, requests a consultation the Contractor

shall, in addition and without prejudice to its other obligations in respect

of that patient under the Contract, provide such a consultation.

Where the Contractor provides a consultation referred to in clause 35, the

Contractor shall, in the course of that consultation, make such inquiries

and undertake such examinations as appear to it to be appropriate in all the

circumstances.

Patients aged 75 years and over: The NHS has introduced a new service for people who are 75 years old

and over. As part of this service, all practices are required to provide

patients 75 years old and over with a named GP, with the aim of ensuring

that there is a GP in the practice who can offer overall responsibility for

the care and support that our surgery provides for you. They may also

work with other health care professionals to ensure that you have a

co-ordinated package of care. Please ask at reception for more details.

Whilst this doctor has been designated as having overall responsibility

for care and support that our surgery provides for you, this does not

prevent you from seeing any other GP or clinician in the practice.

Your GP of choice or your named GP will not always be available and

your care will be provided by an available GP or other clinician as

necessary. If you are not in contact with the practice on a regular

basis, we would also like to take this opportunity of inviting you for a

health check, which you can arrange by contacting our reception team.

You do not need to take any further action, but we will be happy to help

you if you have any questions. You can contact us on our

surgery number.

Named Gp for all patient’s All practices are required to provide all patients with a named GP who is

responsible for patients overall care at the practice, patient's should con-

tact the practice if they wish to know who this is, and if they have a prefer-

ence as to which GP that is, the Practice will make reasonable efforts to

accommodate this request.

Patient Preference of Clinical Staff-

All patients that are registered at Harley Street Medical

centre have the right to express a preference of

practitioner in accordance with Clause 185 of the GMS

Contract, as detailed below-

185. Where the Contractor has accepted an application for inclusion in its list of patients, it shall- 185.1. notify the patient (or, in the case of a child or an adult who lacks capacity, the person making the application on their behalf) of the patient’s right to express a preference to receive services from a particular performer or class of performer either generally or in relation to any particular condition; and 185.2. record in writing any such preference expressed by or on behalf of the patient

www.dh.gov.uk/

The NHS Constitution brings together the principles, values, rights and responsibilities that underpin the NHS. For patients and the public this means clarity about: • What they have a right to expect from the NHS • What to do if they do not get what they expect • The responsibilities they have for making the NHS work effectively

If you have internet access you can get further advice on GP Practices in your area at- www.nhs.uk You also have the opportunity to leave a comment about your GP Practice and the service you received. Also, if you have the opportunity to comment about your GP Practice e.g. in a question-naire

www.dh.gov.uk/nhsconstitution

Practice Boundary For a more detailed boundary map please contact the practice directly.

Access The surgery has its own private car park that is all on the same level. The surgery also has electronic doors and is a single storey building for ease of access.

Confidentiality- If you require to speak to a receptionist or other team member in confidence please ask at reception and you will be offered a confidential area. Home Visits- The criteria for home visits states that they are provided for housebound patients only. When possible, please telephone for a home visit before 9:15am. This will enable the GP to organise their surgery and plan any necessary routes. Repeat Prescriptions- Repeat prescriptions are generated 48 hours after the initial request is made via posting the tear off slip into surgery or coming in to see a receptionist, alternatively we now offer an online service where patients are able to re-order, please register for this at-

www.harleystreetmedicalpractice.org.uk/ We do not accept repeat requests over the telephone. For repeat medication patients may occasionally be requested to have a review of their medication with a doctor. Out of hours Service- If you require medical assistance in an emergency out of normal surgery hours please telephone the usual surgery numbers and your call will be transferred to the GP Out of Hours Service-

Staffordshire Doctors Urgent Care based at- Campbell Road, Stoke on Trent

You can also call Staffordshire Doctors Urgent Care number directly on: 111

Data Protection Act All personal data including patient information relating to living individuals that are held in either electronic or manual systems are subject to this act. This practice is registered with the Data Protection Agency. How we use your Records: To provide a good basis for all health decisions made by you and care professionals. Allow you to work with those providing care. Make sure your care is safe and effective, and Work effectively with others providing you with care. Other Health Care Professionals may need to use your records to: Check the quality of care (such as clinical audit) Protect the health of the general public Keep track of NHS spending Assist when investigating any concerns or complaints you or people close to you may have about your health care. For teaching purposes Help with research If information is required for research, auditing and statistical purposes in such circumstances the information will remain anonymous. If you require any further information in relation to this then please ask to speak to a manager.

Comments & Suggestions There are comment sheets located in reception which are available for any suggestions or comments. This is audited reg-ularly by the Practice Manager.

Complaints Initially complaints should be made to the Practice Manager. You may be requested to put the complaint in writing, however if you are unable to do so, require help, or would prefer not to, then please contact the surgery and discuss with the Practice Manager. Your requests will be dealt with as efficiently and ef-fectively as possible. If you feel that you cannot approach the practice you can either contact PALS or the Complaints Department at the PCT. The Independent Complaints Advocacy Service (ICAS) is additionally available to give advice and supporting concerning any complaints. They can be contacted on:

03003305454, textphone 07860022939 or at http://nhscomplaintsadvocacy.org As a patient you have the right to be treated in a courteous and non-discriminatory manner.

Patient Advice and Liaison Service (PALS) The Primary Care Trust has a PALS service that provides on the spot confidential advice and support. Telephone 0800 389 9676 (Monday to Friday 8:30am-4:30pm) An answerphone service is available out of office hours. If nobody is available to answer your call please leave a message and PALS will get back to you. The PALS team are based at:

Bellringer Road, Trentham, Stoke-on-Trent, Staffordshire, ST4 8HH

Zero Tolerance Policy- The Practice is committed to developing and maintaining a safe and secure environment, for its patients, staff and visitors and has a duty to take all reasonable steps to protect and support its staff. Violent and abusive behaviour includes bullying and / or harassment of any description. Violent or abusive behaviour by patients, visitors or staff is not tolerated and decisive action will be taken to protect staff, patients and visitors, including combating behaviour contrary to the principles outlined in this Policy on the grounds outlined in the Policy Statement. All violent adverse incidents are reported, investigated and appropriate remedial action is taken. When a clinical risk/incident is reported, a risk assessment may be appro-priate to identify the need for change. On-going follow up and review of progress may also be appropriate

Does this sound like you? If you are looking after a relative, neighbour or friend who, because of illness or disability, cannot manage without help, then you are a carer.

As a carer it is important that you look after your own needs and get the right help, information and support:

• Ensure that your surgery knows that you are a carer – ask to be added to the Carers Register Ask to see the surgery’s copy of the Carers’ Information File • Ask to speak to the surgery’s Carers’ Link Contact For more information: North Staffs Carers Association on 01782 834836 or visit their web site www.welcome.to/nsca visit www.stoke.gov.uk and go to Carers Information, or visit www.nhs.uk/carersdirect If you are a carer you may be entitled to a Carers’ Assessment – for further information contact the Social Care Contact Centre on- 0800 561 0015. The Carers Emergency Scheme is free of charge and is open to carers who have had a Carers Assessment or review. For further information or to register contact the Social Care Contact Team on 0800 561 0015.

Your Patient Rights You have a right to confidentiality under the Data Protection Act 1998, the Human Rights Act 1998 and the Common Law Duty of Confidence. The Disability Discrimination and the Race Relation Acts may also be applicable. You additionally have the right to ask for a copy of all records concerning yourself, this may be subject to a fee. In order to do so your request must be made in writing to the organisation holding your information, you will need to provide adequate information, such as full name, address, date of birth, NHS number etc. The organisation will then be required to respond to you within 21 days. Before any information is released to you, you will be required to provide suitable identification. If on receipt of your medical records you find anything to be inaccurate or incorrect then please inform the organisation.

Your rights and responsibilities to your GP Practice Every UK resident has the right to be registered with a GP Practice. Your GP Practice is your gateway to all other health services. • You can see a GP within 48 hours if you want to be seen that quickly. • You can book appointments in advance so that the appointment is as convenient as possible for you. • Your GP Practice may offer a telephone discussion with a GP or Nurse if that is convenient to you. You can have at least 10 minutes with your GP / Practice Nurse to fully discuss any health issues. Your GP Practice can offer you general health advice

or advice / treatment in relation to smoking, diet, exercise, alcohol consumption, drug usage, etc. They are not just there for when you are ill. Use your NHS services wisely, if you have an appointment booked but then don’t need it or can’t make it, then please remember to contact the surgery and cancel it. Everyone will be treated with dignity and respect – patients and staff alike. If you change your address or telephone number,

please inform your GP Practice so that they have accurate information if they need to contact you. You are free to change your GP practice and choose another so if you wish to (for whatever reason) then you can just turn up at a practice and if you live within their geographical boundary you will be able to register and join the practice