Carn To Coast Health Centres

01209717471 Station Road, Pool , Redruth, Cornwall, TR15 3DU
http://www.carntocoast.co.uk/

5 out of 5 stars

Based on 4 ratings for this GP surgery

FAQ

Routine appointments

If you need to book a routine follow-up appointment with a particular GP you can make an appointment four to six weeks in advance. Please phone after 10.30am to avoid busy times. Many routine appointments are for patients who have a long-term or chronic condition that needs monitoring on a regular basis. It is important to continue your regular check-ups, even if you are feeling well. Routine appointments are available during normal surgery hours with the practice nurse and/or doctor.  Please do endeavour to plan your routine check ups in advance so that we may offer you a range of appointment times and dates, particularly if you need a check up prior to your next issue of medications.

Same day appointments

We are a busy practice, and providing some same day appointments makes it easier for you to see a doctor quickly when you have an urgent medical condition and need to be seen within 48 hours. Booking routine appointments is recommended for ongoing medical conditions or those matters that might require longer time, such as mental health issues.  40% of our GP appointments are same day appointments. You can phone anytime from 8.30am to 6pm for same day appointments only.

Nursing care at home

We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors. These services are provided by Peninsula Community Health. You can contact them either through reception or directly on 01209 886575. If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care. Your GP may also be willing to continue to care for you, or a number of GPs may provide services for the residents of local care homes.

Our approach to your healthcare

We are an eight partner PMS Practice in Pool, Redruth, Cornwall with a list size of 11,500 in privately owned purpose built premises with on site pharmacy and new community staff unit We are positive, friendly and innovative with educational interests. We pride ourselves on our friendly and supportive team and the quality of care that we offer our patients as reflected in a full tally of 1000 QOF points once again in 2011/12.

Patient's rights and responsibilities

As a patient you have the right to: a) be registered with the practice b) change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent) c) receive emergency care d) receive appropriate drugs and medicines e) be referred for specialist or second opinion if they and GP agrees f) see your medical records or a copy, subject to certain laws g) know that by law, everyone working for the NHS must keep the contents of your medical records private. With this rights come responsibilities for the public. That means being: a) courteous to staff at all times b) as prompt as possible for all appointments c) responsible for cancelling appointments in adequate time.

Who has access to patient information

We respect your right to privacy and keep all your 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 provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health is currently developing the National Care Records Service, which will create a Summary Care Record (SCR) for each individual patient (by 2010), to be held centrally. At this pilot stage the record is limited to current medication, known allergies and adverse reactions. Eventually the aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared. In future you will be able to access your own record online at www.healthspace.nhs.uk.

Policy on violent or abusive patients

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Change of patient's personal details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

When should I see a nurse?

Nurses based at our practice treat patients for a wide range of common conditions (e.g. travel vaccinations, immunisations and so on). You can expect to see a nurse within one working day and all of them are qualified to prescribe from a range of medicines. Our practice nurses are also specially trained to run routine clinics for certain conditions, such as diabetes and heart disease. (Each of our nurses specialises in a different area, so you need to book ahead with the most appropriate person). Our reception staff will be able to advise whether a nurse appointment is appropriate.

Why see a nurse practitioner instead of a doctor?

Our nurses have been specially trained to undertake healthcare monitoring for patients with long-term conditions. Our nurse practitioners are also able to prescribe a limited range of medications. If patients see our nurses for routine healthcare needs or for straightforward medical help it means that our doctors have more time to see patients with more complex healthcare needs. It also means that our GPs have more time to undertake procedures, such as minor surgery, that used to be done only in hospital. The reception staff can generally advise whether an early appointment with the nurse will be satisfactory for your particular health problem. However, you do not have to inform the reception staff if you prefer to wait for an appointment with a GP.

How can patients have their say

We welcome your comments and suggestions. Please forward to Stephen Holby, Practice Manager, Pool Health Centre, Station Road, Pool, Redruth, Cornwall TR15 3DU or by email to healthcentre@pool.cornwall.nhs.uk

How to get travel vaccinations

For routine protection against Tetanus and Polio please make appointments with the practice nurse. We offer a full range of vaccinations for foreign travel. For all advice and information regarding foreign travel please make an appointment with the practice nurse 4-6 weeks before departure so that immunisation can be completed. Please note that not all travel vaccinations are free of charge.

How to get a health checkup

Newly registered patients, those aged 75 or over who have not had a consultation in the past year and adult patients under 75 who have not had a consultation in the past three years all have the right to request a health check consultation with either a doctor or nurse at the practice. Please call reception to arrange an appointment.

How to make an appointment

Please call our main switchboard number on 01209 717471 to book an appointment. Appointments can be booked online - if you would like to sign up for this service please speak to one of the Receptionists. Urgent cases are seen on the day. If your condition is non-urgent, you can expect to see a GP within two working days, though you may have to wait longer if you want to see a particular GP. If you don’t need an appointment within two working days, you also have the option to book up to six weeks in advance if this is more convenient for you. Nurses based in our practice treat patients for a wide range of common conditions. You can expect to see a nurse within one working day and all of them are qualified to prescribe from a range of medicines. You can book up to a month ahead for clinics – please see the ‘services and clinics’ section.

Role of reception

Our receptionists are usually the first point of contact and are here to help you. They have a lot of information to hand and in most cases will be able to help with your enquiry, ensuring you see the most appropriate clinician. Nonetheless, it is your right to request to talk only to the doctor. Anything that is discussed with the receptionists or any other member of the team is treated in strict confidence. You have a right to be treated courteously, and our receptionists also have a right to be treated courteously by you. We can offer a degree of privacy at a separate reception booth if your enquiry is sensitive. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

How do I arrange a home visit

Our doctors typically see four patients at the practice in the time it takes to do a single home visit. For this reason, we ask our patients to come to the practice if at all possible. However, we can visit you at home if your condition means you cannot attend one of our premises. Please ring the main switchboard as early as you can to re request a home visit. Please be prepared to tell the receptionist about your condition so we can visit the most urgent cases first. The doctor (or triage nurse) may wish to speak with you to see if it would be better for you to come to the surgery to be seen immediately.

What do I do in an emergency

If you need urgent medical advice during surgery hours, please phone the surgery on 01209 717471. Please be prepared to give some information to the receptionist. If you need to see a doctor urgently when the surgery is closed please phone the surgery on 01209 717471 and your call will be put through to Kernow Urgent Care Services who provides the ‘out-of-hours’ service on behalf of Cornwall and Isles of Scilly PCT. They will pass a message to the doctor on duty who may phone you to assess your problem. You might be asked to attend the out-of-hours clinic, or receive a home visit. Alternatively you can phone NHS Direct on 0845 46 47 or visit their website at www.nhsdirect.co.uk. NHS Direct offers free expert health information and advice 24 hours a day. It can advise you whether you need to go to the nearest A&E (accident and emergency) or if there is an alternative such as visiting an NHS walk-in centre. For deaf people and those hard of hearing, a telephone services is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service. Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999.

Why might it be difficult to get an appointment

The surgery is particularly busy on Mondays and Fridays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. Please could you let us know as soon as possible if you can't attend your appointment, we can then make it available for another patient. You can book to have a telephone consultation with a doctor if you wish.

Last updated on 07 November 2013.

Information supplied by NHS Kernow CCG