Introduction to the Birchwood Medical Practice 

The medical practice is a doctor partnership.  It has a Primary Medical Services (PMS) contract with the Lincolnshire Primary Care Trust and provides a full range of services and facilities for NHS patients. It is part of the Optimus Group of Medical Practices.

The practice list size is approximately 9000 patients.

Practice Partnership

Dr Martin John Latham                     (male, part time)

MB ChB (1977 Edinburgh) FRCGP DRCOG FP Cert

Dr Richard Nicholas Smith              (male, full time)

MBChB (1988 Leeds) BSc Hons, DRCOG FP cert MRCGP MSc

Dr Richard Paul Williams                 (male, full time)

MB ChB (1993 Sheffield) MRCGP

Dr Catherine A Armstrong               (female, part time)

MB BS (1994 London) DCH MRCGP

Dr Susan Vivien Gough                    (female, part time)

MB BS (1987 London) DRCOG DCH FP Cert MRCGP MSc

Assistant Doctor

Dr Rama Mark                                   (female, part time)

MB BS (1984 Delhi) DGC MRCOG MRCGP

Dr Rama Mark is employed by the doctors as a General Practitioner; she has skills and experience in obstetrics and gynaecology.  Languages spoken: Hindi, Urdu, Telegu, Tamil and Punjabi.

Locum Doctor

In the event of a doctor being away because of illness, annual leave or on study leave, either one of the other doctors in the Practice or a locum doctor will take over their duties.

Practice Manager

The Practice Manager is Mrs Christine Thorpe.

She ensures the smooth running of the practice and liaises with the Partners and members of staff.  Christine is available to the patients should they have any suggestions, queries or complaints.    

Clinical interests of the doctors

Our receptionists will triage on the telephone to ensure you are offered the most appropriate service and clinician:

Dr Catherine Armstrong       Dermatology

Dr Rama Mark                       Gynaecology

Dr Nicholas Smith                 Urology

Dr Richard Williams             Diabetes, Anti-coagulation

Nursing Team

Heather Lilley,            (female)          RGN, prescriber

Sue Boothby,             (female)          RGN

Hayley Graham,         (female)          RGN

Jenny Latham,           (female)          RGN   Cytology Nurse

Yvonne Glenford        (female)          Healthcare assistant/phlebotomist

Leigh Mooney            (female)          Admin clerk/phlebotomist

Trainee Nurse

A student nurse may have a practice placement with us whilst undertaking their RGN training with Nottingham University.

Non Clinical Staff

The practice team supports the GP’s and nurses, consisting of secretaries, administration staff and receptionists.  All our practice staff receives regular training in the patient computer system, practice protocols, management of patient records and confidentiality.

Opening Times for the Birchwood Medical Practice

8.00am and 6.30pm on Monday to Friday.

Appointments are also offered outside these hours and patients will gain access to the building using the intercom.

Out of Hours

We are closed between the hours of 6.30pm and 8.00am, weekends and on Bank Holidays.

There is an emergency doctor service available commissioned by Lincolnshire Primary Care Trust and located at Primary Care ‘Out of Hours’ Emergency Service at Lincoln County Hospital. The telephone number is: Lincoln 0845 0450281 for patients to ring for urgent medical problems that cannot wait until the next day to be treated.  If for any reason you cannot get through to this service and the matter of urgent persists or you need a doctor in an emergency dial 999 without delay.

NHS Direct  (24 hours a day)  08 45 46 47 or www.nhsdirect.nhs.uk

Closed during training

To receive a high standard of care, patients can be confident that all members of the practice team receive regular appropriate training.

The practice will close the surgery between 1.00pm and 6.30pm on the third Tuesday of most months to enable training.  During this period the ‘out of hours’ service will provide GP cover to our patients.

NHS Walk-in centres.  The nearest to this practice is 3 miles away. Lincolnshire Community Health Services NHS Walk- In Centre 63 Monks Road. Lincoln LN2 5HP

Offering fast convenient access to a range of NHS services, including health information, advice and treatment for a range of minor illnesses (coughs, colds, infections) and minor injuries (strains, sprains, cuts). They are open from 8am – 8pm, seven days a week.

Appointment Times

Appointments are available weekdays, Monday to Friday.

You may book appointments up to four weeks in advance.

Each individual GP’s appointments may vary due to the day of the week – but typically appointments are available to book between these times:   8.00 am – 11.30 am    2.30pm-5.00pm

Appointments are offered outside main opening hours at the following times:

Mondays                    6.30pm-8.00pm

Wednesdays             7.00am-8.00am        6.30pm-8.30pm

Children under the age of 12 can be seen for minor ailments in an ‘open’ clinic between 11.00am-11.30am daily – no appointment necessary.

Practice nurse appointments are available between 8.00am to 6.00pm daily.

Telephone Consultations

Our practice also offers telephone consultations if you do not need to be examined by the GP.  Ask for a telephone consultation and you will be given the exact time that the GP will call you for your consultation at home or work.

Telephone Advice

If you would like to speak to either a doctor or a nurse, please leave brief details and your contact number with the receptionist and they will ring you back at a convenient time.

Home Visits 

We believe that most problems are better dealt with at the surgery if at all possible, but we are always pleased to see our patients at home if they are too ill or infirm to visit the surgery.  All we ask is that requests are made before 10 a.m. if possible.

We are a Training Practice

Trainee doctors receive appropriate training and gain valuable experience with us and we believe our practice and our patients gain a lot from them as they bring with them to the practice up to date knowledge and techniques as well as a friendly enthusiasm.

Occasionally you may be asked for your consent in taking a video of your consultation in order to assist them with training.

Registrars are graduated doctors and spend a total of one year with a practice following their two foundation years training.

2nd year Foundation doctors are with us for four months.

5th year medical students are with us for four months at a time.

 Premises and Facilities  

Community Staff in Birchwood Medical Practice

Within the medical practice premises there is a pharmacy and resident community staff including: health visitors, podiatrist, speech therapist, sure start health visitors, and physiotherapist. The community midwife visits to hold weekly antenatal clinics.

 What Services does the Practice Offer?

The practice offers a complete range of medical services including:

Private Services

In addition we offer some medical services which are not available on the NHS, e.g. HGV & insurance medicals, yellow fever.

Internet Access

24 hour (seven days a week) internet access to book or cancel your own appointment and view or order your own medication.

Patients must register for this service.

Registering as a Patient

Patients who wish to register must live within the practice boundary (see map in the waiting room). The practice may refuse an application to join its list if you do not reside in our area.  We will not refuse to accept you on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.

Bring in your medical card and complete a registration form, including a health questionnaire. Once you have completed the forms you will be registered with the practice and we shall apply for your full medical records from the health authority. This may take up to three weeks to receive from your previous medical practice and up to eight weeks to up date our computer system.

Once registered you have the right to see any of our doctors, but you may prefer one particular doctor so that you can receive a more personal service. We would encourage you to see your usual doctor for ongoing problems.

Temporary Patients

We will be pleased to see anyone staying with or visiting you if they require a doctor or a nurse and cannot get to their own medical practice due to distance.

The practice area that we cover:

Birchwood, Doddington Park, Hampton Park, Forest Park, Hartsholme, Shearwater, Stone Manor Park, Swanpool, Whitebridge Park and the village of Skellingthorpe.

There is ample parking within the Health Centre complex and in the adjacent public car park.

Medical Health checks

New patients may have a new patient health check.  It is essential that you attend this appointment to enable us to evaluate your medical requirements, discuss any concerns and your medication.

If you are over the age of 75 or you have not had an appointment with the doctor for three years you may request a health check with a practice nurse.

We offer health checks to men over the age of 50.  If you have not had one, please make an appointment.

All women are offered a health check including cervical, breast and blood pressure checks, as well as general health advice.  Women are recommended to have regular cervical smears to check the neck of the womb (the cervix) is healthy and that there are no changes that could develop into cancer.  We recommend that these checks be carried out a three yearly intervals between the ages of 25 – 50 years and five yearly between 50 – 65 years.  For older women, advice is available on the menopause and the prevention of osteoporosis (thinning of the bones)

Ante Natal Services

Are you planning to have a baby? Care begins before you get pregnant.  Make sure that your immunisations are up to date and you have had your routine smear test.  Have you been screened for Rubella (German measles)? Take extra folic acid to try to prevent Spinal Bifida. If you smoke you should stop, or at least try to cut down, for the sake of your baby’s health.  If you think you are pregnant, please make an early appointment with the doctor to discuss the management of your pregnancy.

The midwife offers appointments on Mondays and Wednesdays at the practice.

Chaperones

During your appointment with a doctor or nurse, you are welcome to ask for a chaperone.  This will usually be one of the nursing team, however if a nurse is unavailable another staff member can chaperone with your agreement.

Medicines Management Scheme

Under this scheme the pharmacy with works with our GP’s to provide you with advice and medication without the need to visit the GP.  Take ID with your for any of these conditions: indigestion, heart burn, stomach upset, diarrhoea, constipation, sore throat, headache, earache, temperature, nasal congestion, hay fever, head lice, thrush, and unprotected sexual intercourse.

Repeat Prescriptions

Order accepted by hand, post, fax, email, telephone or through the internet service which is 24 hrs/7days a week.

Telephone the main number 01522 699999 after 9.30am each day or order on the dedicated answer phone number 01522 501111 (24 hours/7 days a week)

Email to:  prescriptions.bmp@lpct.nhs.uk.

Prescription Collections

Please allow at least 24 hours, based on 3pm, before collection for your regular repeated items.

For example:

If you order anytime on Friday – collection should be after 3pm on Monday.

If you order anytime on Saturday, Sunday or Monday – collection should be after 3pm on Tuesday.

If you order a new item or make a change to your order– please allow 48 hours from 3pm.

If you have asked a pharmacy to collect your prescription from the practice they will need additional time to dispense your order – typically 72 hours.

Choose and Book

This is an initiative by the NHS to allow patients to be more involved in taking decisions and making choices about their healthcare.  If a doctor refers you for secondary care, you will be informed of your choice of hospital/healthcare provider. Choose and Book will enable patients to choose a convenient place, date and time for their initial hospital appointment. 

Carers

The practice would like to know if you are a carer, especially those people who, whatever their age, may be caring without help or support.  Carers are often “hidden” looking after a family member or helping a friend or neighbour with day to day tasks and may not see themselves as a carer. 

Caring for someone is an important and valuable role in the community, which is often a 24-hour job that can be very demanding and isolating for the carer.  Carers should receive appropriate support by way of access to accurate information on a range of topics such as entitlement to benefits and respite care and not least, a listening ear when things get too much.

As a Carer, you are also entitled to have your needs assessed by Social Services.  A Carer’s Assessment is a chance to talk about your needs as a carer and the possible ways help could be given. It also looks at the needs of the person you care for. There is no charge for an assessment.

Research Practice

This means we may use information you give us to research into clinical conditions.  Our research is anonymous and does not reveal personal information about our patients, but if you do not wish medical data you provide to be used in research for the benefit of others please inform the practice manager.

Computer Records

The practice records the majority of the information it obtains about patients in a computerised record. The system used by the practice is part of the NHS National Programme for IT (NPfIT).  Access to patient identifiable information is strictly controlled by local and national confidentiality controls. Access is only allowed to people directly involved in their care.

The practice takes confidentiality very seriously and maintains strict controls over access to information.  Please contact the Practice Manager if you have any concerns over the management of your confidential information

Access to your Medical Record

All patients have the right to see what is kept on their medical record.  If you want to view your record, please make a request with the receptionist. You are also entitled to receive a copy of the information you have seen, please note that a small charge may be made for the administration and time involved.  Should your doctor decide that seeing your records might put your health at risk, you may only be shown part of your records or your request may be declined.

Sharing your Medical Record

In some instances, you may be receiving care from other people as well as the NHS.  We may need to share some information about you with them, so that we can all work together for your benefit.  Anyone who receives confidential information about you from us is under a legal duty of confidence.  Unless there are exceptional circumstances, for example, when the health or safety of others is at risk, we will not disclose your information to third parties without your permission. In certain circumstances we are required by law to report information; however our guiding principle is that we are holding your records in strict confidence.

We will only give your relatives, friends and carers information if you want us to. You may ask us to share your health record with agencies e.g. solicitors, insurance companies, we will only do this with your written consent, and you may ask to view this information before it is provided.

Confidentiality for the under 16’s

Teenagers are entitled to the same confidentiality as adults; this includes children over thirteen years of age providing the doctor or nurse feels they are capable of making decisions about their own health.  All practice staff including receptionists following strict guidelines to ensure patient confidentiality.

Patients over thirteen are entitled to visit any doctor that is willing to provide contraceptive services without having to register with that practice.

Complaints, Compliments & Suggestions

Should you wish to make a complaint then please ask to speak to our practice manager, Mrs Christine Thorpe. She will record your complaint in writing and ensure that it is fully investigated.  If you would like a copy of the complaint procedure please ask at the desk.  If you are unable to resolve your complaint through the practice complaint procedures, you may contact the complaints team at Lincolnshire Primary Care Trust.

Patient Satisfaction Report

An annual Patient Satisfaction Survey called IPQ – Improving Practice Questionnaire, is undertaken. The patients complete the questionnaire whilst in the practice anonymously and seal them in an envelope which are sent directly to CFEP UK. The results of these surveys are then sent to the practice and a comparison is made with previous years and with other medical practices nationally. This information is shared with the Lincolnshire Primary Care Trust and our patients.  A copy of the latest report is available for patients in the waiting room.

Patient Responsibility /Obligations

We aim to maintain a high standard of care and with over 9000 patients registered at the practice it is necessary for all patients to work with us.

You should always notify the surgery should you need to cancel or re-arrange your appointment as soon as you are aware you can not attend to allow re-booking for our other patients.  If a doctor or nurse has asked you to return for another appointment or to be reviewed it is important that you make a new appointment and remember to attend.

Remember an appointment is for one person only.

Wherever possible patients are expected to attend the surgery and turn up for their appointment.

We expect patients to extend to staff the same courtesy that is given to them.

Violence and Aggression

The Partners at the Birchwood Medical Practice re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm damage or distress.

Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.

Removal from the practice

When you move out of our practice area you need to register with a more local practice.  This ensures that you have cover in case a home visit is required.  If you do not register elsewhere we will write to you and inform you that you need to re register.  If you still do not register with a local GP you will be removed from our list and could find yourself without a GP.

Useful Contacts:

Christine Thorpe Practice Manager                                               Telephone 01522 699999

Lincolnshire Primary Care Trust                                                      Telephone 01522 513355

NHS Complaints & Practitioner Performance Manager               Telephone 01522 515319

The practice philosophy

We believe in a National Health Service in which we, your family doctors, nurses and staff, play the key role in caring for the well being of the individual and the community

We value our patients’ dignity as people - their consultations will be in comfortable, friendly and private surroundings.

We value our patients’ time - they will not have to wait long before we answer the telephone, nor to get an appointment with their doctor.  When they keep their appointment we will try not to keep them waiting long before they see the doctor.  If we can save them a journey to the doctor we will.

We value quality in the consulting room - one of the most valuable things your doctors have to offer is their time.  We will offer longer than average consultations to our patients.

We value our staff - we have selected only the best and we know that when our staff feel happy and valued they give the best service to our patients