Practice Charter
The New City Medical Centre, Tatham Street, Hendon, Sunderland, Tyne & Wear, SR1 2QB
Janice.Rush@nhs.net, www.newcitymedicalpractice.co.uk
OPENING TIMES
Mon: 8.30am-6.00pm
Tue: 8.30am-6.00pm
Wed: 8.30am-6.00pm
Thu: 8.30am-6.00pm
Fri: 8.30am-6.00pm
Sat: Closed
Sun: Closed
TELEPHONE NUMBERS
Emergencies, Out of Hours Ring 111
Please note the main number to ring for all your enquiries is 0191 5675571 Please listen very carefully to the following 3 options and select the option you wish to be put through to
- For Appointments/General enquiries and Home Visits > option 1
The Appointment line is open from 8.30am until 6.00pm Monday to Friday
- For Prescription Line: >Option 2
(Prescription requests will only be requested by telephone at the designated time between 10.00am until 1.00pm Monday to Friday
- For Test result line and ambulance booking requests: > also Option 2
To ring for your test result or an ambulance booking request please ring between 2.30pm – 5.00pm
- For the Secretarial & Hospital referrals Line > option 3
Practice Website www.newcitymedicalpractice.co.uk
Please visit our Practice website
Our website will keep you fully informed and tell you what changes have been made not only in our Practice but changes within the NHS
Visit:www.newcitymedicalpractice.co.uk
HS.
Please visit us on:
www.newcitymedicalpractice.co.uk
PRACTICE STAFF
Doctors
Dr Sarah Schofield – Practice Lead GP
Dr Konrad Lobacz– Practice GP
Dr Linda McTeer-Practice GP
Long Term Local GP/s
Dr Glenn Rochester
Management
Ms Janice Preece (Practice Manager)
Anne-Marie Bell (Deputy Manager)
Nursing Staff
Yvonne Robinson Nurse Practitioner
Nicola Howarth Practice Nurse
Rachel Harrison Practice Nurse
Sharon Bamford Health Care Assistant
Secretary
Tracey Bew
Administrative Staff
Anne-Marie Bell
Elizabeth Davison
Sandra Wickens
Anne Wonnacott
Nikola Bialik
Tracey Li
Louis Blenkinsopp Apprentice
Care Coordinator
Natalie Duggan
Patient Participation Group/Virtual Group
The Practice has an active patient participation Group. We have already successfully engaged several patients voluntarily to join us.
We need to hear what you have to say
If you are interested in joining our group please ask one of our administrative team who will be more than happy to help
| The New City Medical Centre PRACTICE CHARTER Information for Patients |
PARTNERS
Dr Sarah Schofield
GP’s in the Practice
Dr Konrad Lobacz
Dr Linda McTeer
Long Term Local GP’s
Dr Glenn Rochester
Please take a copy
Patient’s Rights to
General Medical Services
- To be offered a health check on joining a doctor’s list for the first time. ALL NEW patients welcome within our catchment area, check with the administration Team.
- To have appropriate drugs and medicine prescribed.
- To be referred to a consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
- To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
- To choose whether to take part in research or medical student training.
- To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
- To receive a full and prompt reply to any complaints they make about the care they receive at The New City Medical Centre.
The New City Medical Centre Philosophy:
Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.
We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.
We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level to provide and our Health Care Professionals follow the appropriate and most up to date guidelines and pathways
Our Practice Charter
- You will be treated with courtesy and respect by all Practice personnel.
An urgent appointment with a doctor or Nurse Practitioner will be available on the same day.
- Non-urgent appointments with a doctor we aim 8 working days in advance. We do quite often experience an increase in appointment demand especially after Public Holidays and during the winter pressures so the timescales waiting for a non-urgent appointment may vary. We have other Services that maybe more appropriate for you Our experienced Staff will advise and sign post you to the most appropriate service to meet your health care needs.
- We cannot predict delays in our Clinics however we try not to make patients wait more than 20 minutes over their appointment time. If you have waited longer than this, please ask the Receptionist for an explanation.
- An appointment with a Nurse Professional, Health Care Assistant or Phlebotomist, dependent on the nature of appointment will be available in our Clinics
- Please note when requesting your prescription please allow 48hours before collection
- All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
- If you have a complaint, please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner. Or alternatively please pick up a complaints leaflet that we have distributed in the waiting areas
- We wish to make the The New City Medical Centre as accessible as possible. If you have hearing, visual, or physical difficulties please let the receptionist know so that we can enable you to fully use our services.
Patient’s Responsibilities
- If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
- If you are late for your appointment, you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
- A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 10.00am if possible.
- An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription.
- We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
- Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
- Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
- Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted; you may be asked to register at another surgery if this behaviour occurs.
- Please Note: We operate a zero-tolerance policy. We do not accept unacceptable behaviour towards any member of our Practice team. The Practice reserves the right to remove any patient from the Practice List who shows an act of aggression or violence towards any of the Practice Staff