MERSHAM MEDICAL CENTRE 30 NORBURY ROAD, THORNTON HEATH, SURREY CR7 8JN
TELEPHONE: 0208 653 1869 FAX: 0208 771 4167 EMAIL: CROCCG.Mersham@nhs.net
Registered Manager: Dr Sobana Anandarajah
Practice Manager : Jamil Cockar
CQC Registration ID: 1-798315494
UNDER THE HEALTH AND SOCIAL CARE ACT 2000,THE CARE QUALITY COMMISSION-REGULATION 2009 PART 4, THE REGISTERING BODY MERSHAM MEDICAL CENTRE IS REQUIRED TO PROVIDE THE CARE QUALITY COMMISSON A STATEMENT OF PURPOSE
Our Purpose is to provide high quality healthcare to people registered with the practice and to seek to continuously improve the general wellbeing of the overall practice population. We aim to achieve this by developing and maintaining a happy, sound and effective practice which is responds to people’s needs.
OUR AIMS AND OBJECTIVES
- Provide a high standard of medical care
- Be committed to our patient needs
- Act with integrity and confidentiality
- Be courteous, approaching, friendly and accommodating
- Ensure safe and effective service through decision- making and communication
- To maintain a motivated and skilled work force
- Through monitoring and auditing we aim to improve our healthcare services
- Maintain high quality of care through continuous learning and training
- Guide our employees in accordance with diversity and equality
- Ensure effective and robust information governance systems
- Treat all patients and staff with dignity, respect and honesty
- Ensure that every individual is treated fairly
- Ensure that every person will receive equal treatment regardless of race, gender, disability or age
The Primary Health Care Team
The 2 Partners
Dr Nana Oppong Senior Partner
Qualified 2000 Bsc, MbChB, DFSRH, MSc
Dr Sobana Anandarajah, Partner
Qualified 2005 MBBS, BSc, nMRCGP, DFSRH
Wendine Larrier – Pin No 73L0347E
Joy Moodie – Pin No 90Y1540E
Jamil Cockar - Jamil has the responsibility for ensuring the smooth running of the Practice on a day-to-day basis. Jamil deals with any complaints received, appraisals of the team, submitting evidence of care provided by the practice to the relevant bodies and setting up meetings and educational events for the staff.
The Reception team arrange various appointments, produce repeat prescriptions, pass on information to patients (such as blood results), explain our services and answer the telephone calls.
The receptionists mediate between patients, the practice and other agencies.
The Administrative team is responsible for updating and summarising patients’ medical records, data inputting, monitoring progress of A&E attendances and admissions. They also operate a recall system for the patients when appropriate. Each team has a full knowledge of the services the practice has to offer.
All members of the staff are happy to assist you with any enquiries.
A map showing the current practice boundaries can be accessed in the surgery and on the practice website here.
The Doctors will make home visits for those patients unable to come to the practice. In order for these visits to be made promptly and prioritised, we ask that requests for this service are made before 10.00am. We understand emergencies can happen at anytime and therefore advise patients to call the surgery as soon as possible if a home visit is required. We encourage patients to attend the Surgery when possible.
Out of Hours
Our out of hours service provider is the 111 service who will assess the need for clinical intervention and advice on the best course of treatment. If needed, clinical care is given by a fully qualified team of Doctors working for Virgin. Patients should always telephone 111 if they feel that this service is necessary. It is available between 6.30pm - 8.00am Monday to Friday. It also covers all weekends and Public Bank Holidays.
The practice offers routine appointments, urgent appointments and telephone consultations.
Apart from a few routine, advance pre-bookable appointments first thing in the morning, we operate a book-on-the-day appointment system for booking urgent appointments with the Doctor. We also offer an online booking service for routine appointments (https://patient.emisaccess.co.uk/).
Patients should ring at 8 am if they wish to be seen as an emergency in the morning clinic. If they are not happy with the appointment option given by the receptionists then they are placed on the telephone list for the GP to call back to assess their needs. The telephone lines are understandably busy at this time and we use all two lines into the practice, answering calls as fast as we possibly can. If there is a genuine reason why telephone calls cannot be made by a patient at that time, we will allow advance booking for that patient. This system greatly reduces the number of appointments wasted when patients do not attend and therefore gives the practice many more appointments for patients who need to be seen.
The telephone number for booking appointments is 0208 653 1869 Option1. We always do our best to accommodate patient wishes and if a patient needs to be seen urgently, we will always see them on that day or offer them a telephone consultation.
Doctor surgeries run Monday to Friday from 8.00am until around midday and from 4.00pm until 6.00pm. Telephone consultations are also available every day.
Routine appointments are available to book with Nurses.
If necessary, an Advocate and/or Translator can be booked in advance.
Prescription requests will be dealt with within two working days.
Requests can be made using the right-hand side of the last prescription issued and dropping it into the box in the waiting room. Patients are asked to make certain they tick the medication they require. A prescription order form from Reception can also be used if the original right side is not available. Requests can also be made by fax or post, posting it to us with an enclosed stamped addressed envelope if we are to post it back and online repeat prescription requesting is also available. (https://patient.emisaccess.co.uk/)
Local Pharmacies also provide an ordering and collection service.
The Regulated Activities under CQC
General medical services and routine medical checks based on a holistic approach which involves patients in their care.
Management of Chronic Disease
This encompasses a wide range of conditions which require regular treatment and care. Our priority is to ensure this care is up to date and patient centred. We endeavour to review patients’ medication regularly with a mandatory yearly medication review. Diabetes, Stroke, CHD, Hypertension, COPD and Asthma reviews are regularly performed in the practice as required, throughout the year, and in accordance with local and NICE guidelines.
General Nursing Care
Our nurses provide wound care, contraceptive services, minor illness care and advice, smoking cessation advice, well person checks, new patient checks, blood pressure monitoring and travel advice. They also perform routine immunisations, ear syringing, ECGs and cervical smears.
Dr. Nana Oppong and Dr .Sobana Anandarajah provide antenatal and postnatal care.
This service is provided by our practice Nurses who are both trained in cytology.
Family Planning and Contraceptive Services
This is provided by Doctors and Nurses. Nurses are able to provide follow-up contraception monitoring for all methods initiated by the Doctor. Dr. Sobana Anandarajah provides IUD, IUS and implant fitting service.
We also carry out testing for Chlamydia where appropriate.
Child Health Surveillance
Baby 8 week checks are held by Dr. Nana Oppong. The immunisations are carried out by the practice Nurses.
Vaccinations and Immunisations
Mersham Medical Practice strongly supports the childhood immunisation programme. All routine childhood immunisations are performed at the surgery by our Practice Nurses.
The Practice also offers the current immunisation program and appropriate catch up programs, e.g. MMR, Meningitis C. Vaccination against whooping cough is also offered to pregnant women and new mothers.
Shingles vaccination is also provided to all patients in accordance to current recommendations.
The Practice offers all ‘at risk’ patients, children and those over 65 the seasonal influenza vaccine from September to January every year and also vaccination against pneumonia.
Foreign Travel Health Advice
Our nurses have been trained to provide an up-to-date service that includes vaccinations and malaria prophylaxis if necessary.
Counselling services can be accessed by patients offered by a number of services. They can either self refer or can be referred to specialist services by the GP. Leaflets with the list of services can be obtained from the reception. Bereavement support patient leaflets are also available.
These are carried out by the Practice Nurses. We also send out the invitations for NHS Health Checks.
Joint Injections & Minor Surgery
Therapeutic joint injections, minor surgery and cryotherapy are carried out by Dr. Nana Oppong
Access to Patient Information
All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care.
Confidential patient data will be shared within the healthcare team at the Practice and with other healthcare professionals to whom a patient is referred. Those individuals have a professional and contractual duty of confidentiality.
Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless it is a matter of life and death or there is a serious risk to the health and safety of the patient or it is in the public interest to do so. In these circumstances the minimum identifiable information that is necessary to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose. That individual will also have a professional and/or contractual duty of confidentiality. Data will otherwise be anonymised if possible before disclosure if this would serve the purpose for which it is required.
The Practice Caldicott Guardian is Dr Nana Oppong. The Information Governance lead is Jamil Cockar.
Patient Rights and Responsibilities
Patients have a right to expect a high standard of care from 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 patients take responsibility for ensuring that they do not abuse the service. For example, it is the patient’s responsibility to ensure that they keep medical appointments and follow the medical advice given. In addition, if a medical problem is complicated, or patients have more than one problem to discuss with the Doctor, we would suggest that patients consider making more than one appointment. We ask patients to remember that their appointment is for them alone and the Doctor will not be able to give medical advice about anyone accompanying them unless they have made a separate appointment.
Very occasionally a Practice/Patient relationship can break down. Before this situation is reached, with the agreement of a GP, the Practice will record three incidents of concern using a zero-tolerance report sheet. These reports will be held separately from the patient medical record. In the event of an eventual breakdown, the patient may then choose to register with a different Practice. The Practice also has the right to remove that patient from their list. This would only follow warnings that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.
You have the right to request a specific practitioner when you make an appointment.
Violent Patients – Zero Tolerance
The NHS operates a Zero Tolerance Policy with regard to violence and verbal abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff and patients.
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 reason for the removal and circumstances leading to it.
We will notify the PCSS Area Team who is then responsible for providing further medical care for such patients.
Comments, Suggestions and Complaints
We welcome comments and suggestions on our service. If we fail to provide the highest care possible, we ask that any observations are made known to our Practice Manager who will, where appropriate, use our complaints procedure to try to correct the problem.
Our complaints procedure meets national criteria and patients can obtain a copy of it from Reception. We aim to acknowledge a complaint within 3 working days and look into it within 10 working days of the date that it’s raised. We will find out what happened and what went wrong, make it possible for the patient to discuss the problem with those concerned if they would like this, make sure the patient receives an apology where this is appropriate and identify what we can do to make sure the problem does not happen again. If a patient is still unhappy about the response, they also have the right to take the matter to the Ombudsman within 12 months.
Access to Health Records
The Data Protection Act allows patients to find out what information is held on computer. This applies to health records. If a patient wishes to see them, we ask that they make a written request to the Practice. Patients are entitled to receive a copy.
A Carer is someone who, without payment, provides help and support to a partner, child, relative, friend or neighbour who could not manage without their help. This could be due to age, physical or mental illness, substance misuse or disability. Anyone can become a carer. Carers come from all walks of life, all cultures and can be of any age.
We ask that patients inform our Reception staff if they are a Carer or are cared for by another person. This will alert us to possible needs in this role.
Information can be found at www.carers.org/local-service/croydon, www.carers.org.uk
Change of personal details
Patients are asked to notify the Practice as soon as possible of any change of name, address or telephone number; not forgetting to indicate all the persons involved in this change. In an emergency this could be absolutely vital. You can do this in person, by post or online through our website.
If a patient requests that a chaperone is present at a consultation or procedure, we will arrange for our Practice Nurse or staff to be present during the examination.
We ask patients for personal information in order that they receive appropriate care and treatment. This information is recorded on their notes. we are registered under the Data Protection Act. (No Z8286984). The Practice will ensure that patient confidentiality is maintained at all times, by all members of the Practice team. However, for the effective functioning of a multi-disciplinary team, which is what we are, it is sometimes necessary that medical information is shared with other members of the team. As the Reception is sited in a public area, we will provide a separate interview room if a patient needs some privacy to discuss something with us. This can be requested at Reception at the time it is needed.
Patient Participation Group
Mersham Medical Centre is committed to continually improve our services by learning from and listening to our patients.
Our Patient Participation Group meets four times a year. Registered patients are invited to join this group through the Practice website.
The Practice supports educational needs to Medical Students for Year 1, Year 4 and Year 5 from Kings College Hospital
Mersham Medical Centre
Statement of Purpose
Date: October 2014
Review Date: October 2015
Signed by Registered Manager Dr Sobana Anandarajah