The Lodge Surgery

01249479809 Lodge Road , Chippenham, Wiltshire, SN15 3SY
http://thelodgesurgery.co.uk

4 out of 5 stars

Based on 12 ratings for this GP surgery

FAQ

How to make an appointment

 

Patients should telephone for an appointment to be seen at the surgery during normal opening hours.

Appointments can also be made on-line via our website www.thelodgesurgery.co.uk.  Please enquire at reception for details on how to register for this service.

For routine pre-booked appointments we also have:

 

Most Monday and  Wednesdays 6.30pm - 7.30pm.

Saturday 8.00am to 11.00am once a month.

 

These appointments are set up on a rota basis with our doctors.

 

What do I do in an emergency

Out of Hours Services - NHS 111

On weekdays between the hours of 6.30pm and 8.00am, and all day and night at weekends and on bank holidays, services are commissioned by the NHS 111 service.

This is a new service thats being introduced to make it easier for you to access local NHS healthcare services.  You can call 111 when you need medical help fast but it's not a 999 emergency.  NHS 111 is a fast and easy way to get the right help, whatever the time.

NHS 111 is available 24 hours a day, 365 days a year.  Calls are free from landlines and mobile phones.

When to use it?

You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation.

Call 111 if:

  • you need medical help fast but it's not a 999 emergency
  • you think you need to go to A&E or need another NHS urgent care service
  • you don't know who to call or you don't have a GP to call
  • you need health information or reassurance about what to do next

For less urgent health needs, contact your GP or local pharmacist in the usual way.

If a health professional has given you a specific phone number to call when you are concerned about your condition, continue to use that number.

For immediate, life-threatening emergencies, continue to call 999.

How does it work?

The NHS 111 service is staffed by a team of fully trained advisers, supported by experienced nurses and paramedics.  They will ask you questions to assess your symptoms, then give you the healthcare advice you need or direct you straightaway to the local service that can help you best.  That could be A&E, an out-of-hours doctor, an urgent care centre or a walk-in centre, a community nurse, an emergency dentist or late-opening chemist.

Calls to 111 are recorded.  All calls and the records created are maintained securely, and will only be shared with others directly involved with your care.

Minor Injuries Units

These units are staffed to treat people with minor injuries, such as cuts, bruises, sprains and simple fractures - not those with medical problems or very serious injuries that need the specialist attention provided by acute hospitals such as the Royal United Hospital in Bath.  Anyone with a medical problem should not normally be attending a minor injuries unit; they should ring the out of hours service.

How to get a repeat prescription

Repeat prescriptions can be requested in writing or on-line via our website www.thelodgesurgery.co.uk.  The surgery cannot deal with requests over the telephone.  This policy is adhered to in order to minimise errors in prescribing.  Please allow two working days for processing.  If you require prescriptions to be sent to your home, please provide a stamped addressed envelope.  We also operate a collections service with local chemists.  Ask at reception for more details.

Role of reception

Telephone Calls and Email Enquiries

If you need to speak to your GP on a non-urgent or routine matter, please ring the surgery.  The call may be put through if the GP is not actually involved in a consultation, or your details will be taken and given to the GP requested for him/her to ring when next available.  If this is the case the receptionist will inform you when you can expect a call back, or they may ask you to ring in on another day.

You may also email your routine enquiry which will then be forwarded to the GP.  Email us at enquiries.lodgesurgery@nhs.net

How to register

To register as a patient ask at reception for details.  Newly registered patients may be invited for a consultation after registering.

If you wish to choose a particular partner for some or all medical conditions please let the receptionist know and she will note this in your medical records.  We will always try to ensure that this is possible, but there may be occasions when it is not.

How can patients have their say

Complaints:

Things occasionally go wrong; when they do we need to know to ensure we can put the situation right.  This practice follows the NHS complaints procedure when dealing with complaints.  A copy of our practice complaints procedure is available at reception.

You may also comment on the service direct to the duty manager, who will follow up any concerns appropriately.

Alternatively, contact the Patient Advice and Liaison Service (PALS) at Wiltshire PCT, c/o Southgate House, Pans Lane, Devizes SN10 5EQ.  Email: pals@wiltshire-pct.nhs.uk or freephone 0800 389 7671 - text is available from the Communications Department.

PALS staff listen to concerns, suggestions, queries and praise and help to sort out any problems quickly.  They can also provide information on a range of NHS services.

Freedom of Information - Publication Scheme:

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.  A publication scheme is a guide to the 'classes' of information the practice intends to routinely make available.  This scheme is available on request from the general manager.

 

Triage

The surgery operates a triage system for all requests for emergency and same-day appointments.  The triage nurse will log the call and ask for details of the problem.  Using strict protocols, agreed by the doctors, the triage nurse decides on the most appropriate course of action.  This may be advice over the telephone, a clinic appointment for that day, an appointment in a specialist clinic, a routine appointment or an appointment in the duty doctor's surgery that day.

Please telephone the surgery between 8:30am and 10:00am to be included.

How to get your test results

Please telephone the surgery after 10am for test results.

Our approach to your healthcare

Teaching

In addition to providing general medical service the practice also undertakes continuing education and training of health care professionals working at the practice.  Occasionally 3rd and 4th year medical students from Bristol University will also be training with us.

Services Available Under the NHS Contract

General management of medical conditions - acute problems and chronic illness

Health promotion advice

Emergency care if appropriate

Referral for other services, if appropriate

Urgently required care for temporary patients

Who has access to patient information

Confidential patient data will be shared within the practice health care team and with other health care professionals to whom you are referred for care.  Your data may be used by those clinical teams providing your care for the essential purpose of clinical audit.

Confidential patient data may also be required for the broader purposes of public health and audit, research, the provision of health care services, teaching and training.  Data disclosed will be kept to the minimum required to serve the purpose and if possible will be anonymised before disclosure.

Confidential and identifiable patient informaiton will not be disclosed otherwise without explicit consent, unless:

It is a matter of life and death or serious harm to you or to another individual.

It is overwhelmingly in the public interest to do so and there is a legal obligation to do so.

In all these circumstances the minimum identifiable information that is essential to serve the purpose may be revealed to someone with a legal entitlement to access the data for that purpose.

All individuals with access to your data have a professional and/or contractual duty of confidentiality.

If you are concerned about any of the ways in which your confidential data is used, further information is available from the general manager.  You are entitled to register an objection, which will be respected if this is possible.

 

How do I arrange a home visit

Patients are generally seen at the surgery, but between the hours of 8.30am and 6.30pm patients may be seen at home if the doctor considers a home visit necessary because of the patient's medical condition.  Please call the surgery as soon as possible if you believe a home visit to be necessary.

Policy on violent or abusive patients

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient's medical records the fact of the removal and the circumstances leading to it.  The PCT is then responsible for providing further medical care for such patients.

Patient's rights and responsibilities

You have a right to expect a high standard of medical care form our practice and we will try at all times to provide the very best care possible within the resources available.

In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service.  For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

Very occassionally a practice/patient relationship breaks down completely.  In this situation the patient may choose to register with a different practice.  The practice also has the right to remove that patient from their list.  This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

Routine appointments

Patients should telephone for an appointment to be seen at the surgery during normal opening hours.

Appointments can also be made on-line via our website www.thelodgesurgery.co.uk.  Please enquire at reception for details on how to register for this service.

How to get travel vaccinations

We are able to offer travel advice and all vaccinations with the exception of Yellow Fever.  As different countries have ever-changing requirements and recommendations, we advise that you make an appointment as early as possible to plan the vaccination programme you need.  This appointment should be made with one of our nurses who keep up to date with requirements.  We must have at least four weeks' notice prior to your travel date; otherwise you will need to organise to have these carried out at a travel clinic.

Last updated on 02 August 2016.

Information supplied by NHS Wiltshire CCG