STATEMENT OF PURPOSE
This is a Statement of Purpose for Dr A Krishnan & Partners, Kent Elms Health Centre.
Our Mission Statement
To improve the health, wellbeing and lives of those we care for.
Our Aims & Objectives
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Dr A Krishnan is the accountable GP for all patients registered at the Practice
Advance GP appointments can be made by telephone or online via Systmonline. ‘On-the-day appointments’ are limited and can be made by telephoning from 8.00 AM. Nursing appointments are via telephone booking only. You may verbally request a preference as to which Doctor/Nurse you wish to see but it is not guaranteed that this can be accommodated in all situations. Please note that one appointment is for one patient and one problem only. If you have more than one problem to discuss, please request a second/double appointment.
HOW TO REGISTER WITH OUR PRACTICE
Patients are welcome to register if they are living in or moving to our catchment area. You can register by completing a registration form available from reception who will provide further instructions on the process. After registration, all patients will be allocated a named accountable GP. All Patients have a right to express a preference of practitioner at any point after registration and preferences will be recorded. We will endeavour to comply whenever possible but this is not guaranteed.
OUT OF HOURS
If you require medical advice/assistance outside of normal working hours but you do not have a life-threatening/emergency problem, please ring 111. Calling the surgery outside of hours will automatically re-direct you to this number. Please use this service initially rather than attending A&E unless you feel hospital is more appropriate. For suspected life-threatening emergencies, please call an ambulance via 999.
Home visits are only for patients who are housebound or are normally unable to travel to the surgery for another valid medical reason. Please try to telephone the surgery before 10.00am as this will enable the doctor to plan ahead. The receptionist will ask you for details concerning your visit request which is a routine measure to ensure that accurate information is relayed to the doctor, enabling them to plan ahead and ensuring safe practice. Please leave a contact telephone number and inform staff of the address to visit. If you are not normally visited at home, you may be informed by reception that the visiting doctor will be calling you after morning surgery to request further information regarding this.
If you require telephone advice from a doctor or nurse please inform the receptionist who will take your details and contact number for doctor or nurse to review your query at an appropriate time. The Reception team has been instructed not to interrupt the doctor when he/she is consulting with a patient and and the query will be prioritised along with the other daily duties of the GP. Because of this, it may take varying lengths of time to receive a response and we thank you for your patience and understanding with regards to this. The doctor/nurse will either respond to your query directly or will instruct reception to do so as appropriate.
REPEAT PRESCRIPTION SYSTEM
Repeat prescription requests can be made either by bringing the tear off slip from your last prescription to the surgery and ticking the items you require, by ordering online via Systmonline or by asking your local Pharmacy to request on your behalf. Repeat prescription requests are NOT routinely accepted over the telephone or fax. Please allow a full 48 hours to process the request (please note - if your prescription is ordered Friday it will not be ready until Tuesday.
Please note that you are required to see the Doctor once a year for a medication review and may require annual or more frequent tests (blood/urine etc.) depending on the medication you are taking.
HEALTH PROMOTION AND IN HOUSE SERVICES
The practice offers the following services:
Our premises have suitable access for disabled persons. There are toilet facilities inside the building.
Patients with difficulties are advised that staff will always be willing to help at the surgery wherever necessary.
ACCIDENT & EMERGENCY DEPARTMENTS
The nearest A&E department to the practice is located at Southend University Hospital and the nearest dedicated Minor Injuries Unit is Orsett Hospital, Grays.
CONFIDENTIALITY AND MEDICAL RECORDS
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
We endeavour to give you the best service possible at all times but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation. We operate an in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary, correct any problems that may have arisen. Our Practice Manager will always be happy to speak to patients either by phone or in person.
Please note, we have to respect our duty of confidentiality to patients, and patient's consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question. Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. You will normally be offered a meeting within 7 days to discuss the matter. You may bring a relative or friend to the meeting with you. We aim to report back to you within two weeks although, in some cases, more time may be required. We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken. We trust that at the end of the informal meeting you will be satisfied that the matter has been resolved.
In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the
appropriate authority. You are, however, able to approach NHS England:
Post: NHS England
PO Box 16738
Telephone: 0300311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Please state 'for the attention of the complaints team' in the subject line.
The following websites may also offer some useful information.
PohWER ICAS: www.pohwer.net
SUGGESTIONS FOR IMPROVEMENT
The practice always welcomes suggestions from patients on ways in which you feel we could improve the services we offer to patients. There is a suggestion box situated at the reception desk we will be happy to receive ideas from patients.
PATIENT PARTICIPATION GROUP (PPG)
The Practice has an established Patient Participation Group (PPG). Members consist of patients registered at the practice, the doctors and staff. Members are a group of people who came together to identify and raise awareness of the health needs of local people, to suggest ways in which improvements may be made with guidance from the practice and to disseminate information to the community.
If you are away from home anywhere in the UK and require medical attention, you can go to the nearest doctor and be registered as a temporary resident.
CHANGE OF CONTACT DETAILS
The practice requires immediate notification of any change in your contact details (address, telephone number or e-mail address if provided). Please notify the surgery as soon as possible of any changes as this may otherwise lead to delays in receiving important information/documentation regarding your health.
From time to time we may ask you to complete a patient questionnaire. This is to update out computerised records and to enable us to offer you interventions which may be beneficial to your health. We may also request feedback on your patient experience of the practice. All information is completely confidential.
Medical examinations for specific purposes e.g insurance medical, pre-employment, heavy goods licence are by appointment only, considered non-NHS work and subject to a fee. Please enquire regarding the fee before deciding whether you would like to arrange this appointment. Please note that the Practice does not offer medical examination/assessment services for firearms licencing and does not countersign passport applications or photos.
Patients are requested to ring the surgery after 2pm 1 week after a test (imaging, blood/urine tests etc.) for their test results. They will then be given further advice from the reception team, as indicated by the reviewing doctor’s comment on the system. Doctors may instruct Reception to call patients sooner than this to inform them of/discuss a result or may decide to do this themselves if required.
HOSPITAL OUT PATIENT AMBULANCE REQUEST
For patients requiring transport to hospital, this needs to be organised via the hospital by the patient.
The practice has zero tolerance for violent or abusive patients and patients who display this behaviour whether physical or verbal will be removed from the practice list.
Patients can expect from the Practice:
Patients are expected to: