York House Medical Centre

01299827171 20-21 York Street , Stourport On Severn, Worcestershire, DY13 9EH
http://www.yorkhousemedicalcentre.co.uk

4.5 out of 5 stars

Based on 15 ratings for this GP surgery

FAQ

How to get a prescription

 

With the consent of your doctor, you may obtain repeat prescriptions either by handing in your request slip at the surgery, by post (enclosing a stamped, addressed envelope),  or by registering for on line prescriptions on our website www.yorkhousemedicalcentre.co.uk .

We now also take telephone requests for repeat prescriptions. Telephone 01299 827171 and choose option 2. This line is available from 9.00am - 12 midday and 2.00pm to 4.00pm

If you have a query regarding any items you require, hand it to the staff at the reception desk. Please give at least 48 hours’ notice. Genuinely urgent requests for repeat prescriptions will be issued the same day but you may only be provided with an emergency supply.

Please remember that repeat prescriptions may only be collected Monday to Friday. Your local chemist may collect your prescription for you but you will have to make the arrangement with them yourself or let the surgery know your nominated chemist.

 

What if I can't get an appointment

The surgery is particularly busy on Mondays especially during the winter months. If your appointment is not urgent, try to book on a less busy day after 10.30am. 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 arrange a telephone consultation on line using Patient access please see our website www.yorkhousemedicalcentre.co.uk

How to make an appointment

How will I book an appointment?

There are a number of ways to book an appointment, if you need urgent advice please call 01299 827171.
However if you do not need an urgent appointment you can access our online services via our website - www.yorkhousemedicalcentre.co.uk these include booking and cancelling of an appointment,  pre-book a call back from your GP, order your repeat prescriptions and update your contact details. 

If you ring the surgery for a telephone triage appointment our reception team will take your name and telephone number. They will ask you for a brief explanation of your problem. Please be assured that the information given is treated in strict confidence. This is very helpful to the doctor who will be calling you back on the telephone.

 What happens next?

The doctor will telephone you and discuss your problem and will decide the best action to take. This may be advice on the telephone, or a prescription or you may need to come in to see the doctor or nurse practitioner. The doctor will arrange the appointment with you. The appointment will usually be for the same day.

How soon will the doctor call me back?

The doctor will always try to call you back as soon as possible, but please be aware that some days are busier than others such as a Monday. In most cases you should expect a call within 1-2 hours so we do ask that you stay in at home if you have given us your home telephone number or keep your mobile close to hand until the doctor has called you. If you are at work and need the doctor to call after a specific time then please let the receptionist know.

 How does the new system help the patients?

Patients who need to see a doctor can do so quickly

It cuts down the wait to see a doctor

It avoids wasted time coming into the surgery if you don’t need to

It makes sure that the doctors are available to see the patients who need their expertise

How can patients have their say in the practice?

 

 

The practice has an active PPG who act as advisors to practice clinicians and management on issues concerning the efficient provision of service. If you would like more information or would like to join the group please contact the Chairman of the Group Mr Tim Berry timberryppg@gmail.com 

You can also contact the Practice Manager Mrs Kathryn Bush  kathrynbush@nhs.net

  

Any comments or suggestions you wish to pass on to us may be either given to a member of staff or ‘posted’ into the box in the entrance lobby of the surgery.

 

 

 

How can patients have their say

 

The practice welcomes comments and suggestions and also has a patient participation group. If you would like more details please speak to reception or visit our website for more details about the Patient Participation Group www.yorkhousemedicalcentre.co.uk 

 

How to get travel vaccinations

 

If you are intending to go abroad, please ask at reception for a “Travel Advice” form. Following this, you make an appointment with the practice nurse to discuss your immunisation requirements.  We now only give vaccinations that are free of charge. If you require any other vaccines that incur a charge you will be asked to seek advice from a private clinic - please see our website for more information about this.

Remember to give good notice, as some immunisations take over a month to complete.

 

What do I do in an emergency

Call 999 in an emergency. Chest pains and / or shortness of breath constitute an emergency.

 

If you need to contact a doctor in an emergency when the surgery is closed then ring 111 they will advise you.

All the doctors work closely together and any relevant medical information about a patient who attends is faxed to your doctor's surgery the following morning so as to keep your own doctor informed.

The surgery is closed on Saturdays, Sundays and bank holidays.

Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the surgery re-opens.

Catchment area

This covers all of Stourport, Astley, Shrawley, Dunley, Hartlebury, Birchen Coppice and Spennells, please see how to register or contact reception to ask if you are within our catchment area. 

How do I arrange a home visit

If you request a home visit because your illness makes it impossible for you to come to the surgery, telephone Stourport 827171 as early as possible and, except for emergencies, before 10.30am. Non-urgent visits requested after that time may be postponed until the following day at the discretion of the doctor. Please be prepared to give brief details of the nature of the illness so that the doctor can assess its urgency.

A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a district nurse, or indeed arrange a hospital attendance.  Home visits are only available for patients who are housebound because of illness or disability.  Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Medical Centre.

 

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 are dealt with most appropriatly via the triage nurse or 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  in a separate room if your enquiry is sensitive. Please respect the privacy of other patients by standing well back from the reception desk until your turn.

 

Triage

The purpose of ‘triage’ is to ensure that all patients are dealt with fairly by an appropriate member of the team and to ensure that problems are dealt with urgently if necessary. Every morning we run a service for patients who request an urgent appointment. When you request such an appointment the receptionist will tell you that you will be placed on the triage list and that one of the medical team will call you back. You will be asked for your name, telephone number and a brief description of the problem. All staff adhere to strict terms of confidentiality. We will endeavour to contact you within the hour and therefore ask that you remain available for this time – if your condition deteriorates you should telephone the surgery again.

How to register

Registration

To register with the practice you must live within the practice area and bring in your medical card or fill in a registration form at reception.

New patients will be registered with York House Medical Centre as opposed to an individual GP partner. At the time of registering you will be asked if you have a preferred doctor that you would like to see and their name will be placed on your medical records. (Patients already registered with a doctor before April 2004 will be deemed to prefer the doctor they usually see.)

All new patients registering with the practice are offered the chance to have a full health check. It takes several weeks for medical records to arrive from previous GPs so we ask all new patients to complete a brief questionnaire regarding their medical history.

practice area

Instructions on what to do with the registration form

If you want to join the practice please complete a registration form which can be picked up from reception. Please bring the completed form along to reception with your medical card if you have it. The information on the medical card will speed up the process of getting your records from your previous practice. Once you have been accepted as a patient your medical records will be transferred to us and a new medical card will be sent to your home address. You do not need to inform your existing practice that you are moving.

Patient's rights and responsibilities

As a patient you have the right to: a) be registered with the practice and nominate a doctor whom you usually see b) change your usual 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 these 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.

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. This can be done online via our surgery website www.yorkhousemedicalcentre.co.uk 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. minor injuries/illnesses, removing stitches, travel vaccinations, immunisations and so on). 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.

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. These services are provided by the Worcestershire Primary Care Trust (PCT) and are based at the surgery. You can contact them through reception on 01299 827171. If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse can 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.

How to get your test results

Ask your doctor how long the result will take to come through and then either ring between the hours of 2.00 and 5.00pm Monday to Friday or call into the surgery during the same times. The receptionist will be able to give you a message from the doctor who has checked the result.

The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results

Last updated on 13 October 2017.

Information supplied by NHS Wyre Forest CCG