Information For Cardiff Patients

Welcome to our surgery

 

The Partners and Staff of the Tarian Group would like to welcome you to our Surgeries. We hope you will be happy with the service we provide and are always pleased to receive compliments and suggestions.

Please note this leaflet is available in large print – please ask the receptionist if you would like to receive one.

 

Opening Times

 

  Greenmount Surgery Danescourt Surgery Caerau Lane Surgery
Monday 8.00am – 6.30pm 8.00am – 6.30pm 8.00am – 1.00pm
Tuesday 8.00am – 6.30pm 8.00am – 6.30pm 8.00am – 1.00pm
Wednesday 8.00am – 6.30pm 8.00am – 6.30pm 8.00am – 1.00pm
Thursday 8.00am – 6.30pm 8.00am – 6.30pm 8.00am – 1.00pm
Friday 8.00am – 6.30pm 8.00am – 6.30pm CLOSED

 

Repeat Prescriptions

 

All requests for repeat medication need to be placed in writing and placed in the prescription request box which are situated in the entrance foyers of either surgery at least 72 hours, before your medication runs out. We do not accept requests by phone.

If you have asked a chemist to collect your prescription, please remember they only attend the surgery once a day and it may be beneficial to you to request your prescription 72 hours before you require medication to ensure your prescription has been collected when you call to the chemist.

Please note only those items ticked will be issued.

 

Test Results

 

It is the responsibility of the patient to ensure they telephone for their results one week after the test. We do not contact patients with test results. Please call after 10.30 am.

 

 

Making Appointments

 

Book on the Day appointment can be made every day and our phones open at 8am. Please note this is a very busy time of day and our reception staff answer the telephones as quickly as they can. We have a number of different clinicians providing appointments and therefore the receptionist will request brief details of your illness to ensure you are allocated to the most appropriate clinician.

 

 

We provide a telephone appointment for any patient that considers their problem to be medically urgent for that day. This means the receptionist will ask for your telephone number and a brief reason for the call. The information will then be passed to the doctor who will prioritise the urgency on the information you have provided and call you back. Please note this is a very busy service and you need to ensure you are available to answer the phone as they will attempt the call twice in that day but after that you will need to call back the following day.

 

You also have the option now of completing an E-Consult which is done online the website you will need is econsult.net then choose either Greenmount, Caerau Lane or Danescourt Surgery from the drop down menu. Be sure to answer all questions fully as this will then be sent to the GP. The surgery email address is enquiries.w97068@wales.nhs.uk, this is not to be used for emergencies.

 

 

Choose Pharmacy. Your community Pharmacist can provide free confidential NHS advice and treatment without you having to make an appointment to see the GP. It covers many of the minor ailments free of charge, please ring your local pharmacy for advice.

 

Cancelling Appointments

 

Please ensure you cancel any appointment no longer required. There are hundreds of wasted appointments each month with both the doctor and nurse due to patients not attending and not cancelling unwanted appointments.

 

Home Visits

 

Our doctors typically see five patients in the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the surgery if at all possible. Please telephone before 10.30am for all requests for home visits. The final decision as to whether a home visit is appropriate is made by the doctor.

 

(Out of hours)

 

The Out of Hours Service provides medical cover to our patients from 6.30pm to 8.00am every day. This service also applies to the weekend and bank holidays. If you feel you require medical attention outside of our normal hours, please ring 111

 

Accidents and Emergencies

 

A&E Departments in Cardiff now are run by CAV 24/7 you can’t just go there when you want to be seen you have to ring 0300 10 20 247 to book an appointment. If you or someone else experiences severe chest pain or lost large volumes of blood, then dial 999. Accident and emergency departments are open 24 hours a day 365 days a year and can assess serious injuries and provide emergency treatment.

 

Clinics

 

The practice offers many services including Baby/Childhood Immunisations, INR, Near Patient Testing, Substance Mis-use, Steroid Injections, Phlebotomy, Chronic Disease Management, Well Woman Clinic/Family Planning, Antenatal, Counselling, Smoking Cessation, Wound Care Management, Travel Vaccinations and Children’s Asthma. All of these services can be accessed by making an appointment with one of our receptionists.

 

Our Practice Team

 

Dr Jane Ramsay – MB BCh MRCGP DRCOG DFSRH

Dr Owen Thomas – MB BCh BSc (Hons) MRCGP

Dr Marianne Embrey – MB BCh BSc (Hons) MRCGP

Dr Richard O’Shea – MB BCh MRCGP BA (Hons)

Dr Dan Baker – BM BS MSc MRCGP MAcadMEd PgCert

Dr Charlotte Halpin – MB BCh bMRCGP

Dr Robert Richards – MB BCh MRCGP

Dr Nicholas Willets – MB BCh MRCGP

 

Advanced Nurse Practitioner

 

Betty Varghese – Advanced Nurse Practitioner MSc nmip,  ACP (accredidited),  RGN, RM BSc(hons), PG Dip (Cardiothoracic),

Helen Lewis – Advanced Nurse Practitioner MSc nmip, GPn SpQ minor illness, RM BA (Hons), RGN (Adult) BSc(hons)

 

 

Practice Nursing Team

 

We also have an experienced nursing team within the practice, for your information they are:

Rachel Scott – BSc (Hons)

Nichola Rae – RGN

Nadia Al-Qaddo – RGN

Alison Hill – RGN

Nena Joseph – Healthcare Assistant

Lucy Gibbons – Healthcare Assistant

 

 

Our Administrative Staff

 

Lynwen Francis – Managing Partner

Katrina Williams – Group Manager

Sian Davies –  Practice Manager

Nicola Davies – Senior Receptionist

Kelle Herring – Senior Receptionist

Cathryn Clifton – Receptionist

Charlotte Tarrant – Receptionist

Danielle Ellis – Receptionist

Wendy Rendle – Receptionist

Janet Edmunds – Receptionist

Lucy Gibbons – Receptionist

Laura Tobin – Receptionist

New Patients

 

We are happy to register new patients providing they live within our practice boundary, please ask our reception staff for our details of our boundary area. You can register at reception by using a registration form and new patient questionnaire. This will assist us in managing your health needs whilst we wait for your medical records to arrive. All new patients are entitled to a new patient health check with the practice nurse. Please make an appointment with the reception staff if you wish to be seen.

 

Complaints and Suggestions

 

We are always grateful for any sensible suggestions you may have. Please put these in writing with a contact number so that our practice manager can speak with you.

 

We try at all time to provide a service to the highest standard. If you wish to make a comment or complaint, please speak with the Assistant Practice Manager or Practice Manager in the first instance. If you remain dissatisfied, please put your concerns in writing to Mrs Katrina Williams. We will send you an acknowledgment within two working days and you will receive a full written response with 30 working days of receipt of your letter. If for any reason this does not prove possible you will be informed in writing of the new timescale.

 

If your concerns remain unresolved you can contact your Local Health Board on 02920 747747 and speak with a primary Care Support Manager or your local CHC on 02920 750112 You also have the right to take the complaint to the Public Service Ombudsman for Wales on 08456010987. You may find the @Putting Things Right leaflet helpful which can be downloaded on www.cymru.gov.uk

 

Zero Tolerance

 

In common with the rest of the NHS we operate a zero tolerance policy on any issues of abuse whether verbal or physical on any member of staff or person on the premises. We have the right to remove a patient from our list and to inform the police of any such incident.

 

Confidentiality

 

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement.

 

We respect your right to Privacy and keep all the health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal information by anyone not involved in your care.

 

Please note that it is the practices policy to record all telephone calls for the purposes of patient and staff care, security and dispute resolution. Recordings and their use will be at the discretion of the practice.

 

 

Change of Address

 

It is most important that you notify us of any change to your address or telephones numbers. We can only use the current details and if they have not been updated then we may not be able to contact you when necessary.

If you move out our practice area you will be asked to register at a nearest doctor to you. You will be given 28 days to do this.

 

If you require assistance with obtaining a new doctor please ring the Cardiff and Vale Local Health Board on 02921 836165 or alternatively write to the Primary Care Department, Woodland House, Maes Y Coed Road, Cardiff, CF14 4TT.

 

Patients’ rights to General Medical Services

 

Patients have the right to be registered with General Practitioner, to change doctor if desired. They can also be offered a health check on joining the practice and receive emergency care at any time from the practice. Patients can receive appropriate drugs and medicines and be referred to a specialist or for a second opinion if they and the GP agree to it. Patients have the right to view their medical records, subject to the acts and to know that those working for the NHS are under legal obligation to keep the contents confidential. The practice does not discriminate on the grounds of race, gender, social class, age, religion, disability or medical condition.

 

Patient Responsibilities

 

Please be courteous to the staff at all time – remember they are working under Doctors’ orders. Please respond in a positive way to questions asked by the reception staff.

 

Please attend appointments on time or give the practice adequate notice that you wish to cancel. Someone else could use your appointment.

 

An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made. Appointment times are for 10 minutes’ duration. Please be aware of other patients are waiting.

 

Patients should make every effort when consulting the surgery to make the best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.

 

Breastfeeding Area

 

If you require privacy to feed your baby, please speak with a member of staff who will endeavour to find a room for you.

 

 

Patients who require assistance

 

The practice has disabled access and facilities for patients. If you require assistance to the doctors or nurses room, please inform the receptionists who will help you.

 

If you have hearing or visual impairment, please let our staff know and they can assist you whilst you are visiting the surgery.

 

If you require assistance with language interpretation, please inform the staff when you are making the appointment and they can arrange for this service to be available.

 

If you require a private area to discuss your concerns, please state this to the receptionist who will make the arrangements for you to speak privately. This may take a short time to arrange so please be patient.

Medical Students

 

The practice may occasionally host medical students. Your consent is required for the medical student to be present during your appointment. Patients are of course able to refuse consent to the presence of students during their consultation and/or examination. They should be reassured that their decision will, in no way, affect their treatment.

 

Further Practice Information

This surgery is a partnership (not limited). Our Partners are Dr Jane Ramsay, Dr Owen Thomas, Dr Marianne Embrey, Dr Richard O’Shea, Dr Dan Baker, Dr Charlotte Halpin . Dr Robert Richards, Dr Nicholas Willets and Mrs Lynwen Francis.

 

We try to make sure you see the doctor of your choice but if they are not available we will offer you the opportunity to see an alternative doctor.