Practice Booklet


Riversdale Surgery Practice Booklet 2017

Welcome To Riversdale

Telephone


In life-threatening emergencies such as severe bleeding, collapse, unconsciousness and severe chest pains, telephone 999 and then call the emergency number.
Appointments to see the doctor, enquiries, house calls and emergencies……766866
For emergencies, only if 766866 is engaged, ring……657880
Appointments to see the nurse 8.00am – 12 noon and 1.30 – 6.30pm……766866
Appointment cancellations (line open 24hrs)……673355
Results 9.00am – 12 noon and 4.30 – 5.30pm……673330
Community nurses 9.00am – 4.30pm……753918
Health visitors……753708

Opening Hours


Monday to Friday 8.00am – 6.30pm

Surgery Hours


Monday to Friday 8.00am – 12.20pm and 2.10 – 5.50pm. Times may vary occasionally subject to doctor availability.

Address


Riversdale House, Merthyrmawr Road, Bridgend, Mid Glamorgan CF31 3NL

Practice History


The practice was established in 1926 by Dr Baird Milne later joined by, amongst others, Dr D F Coulter, Dr Derek Llewellyn, Dr Valerie Milne (Dr Baird Milne’s daughter) and more latterly by Dr Lawrence Addicott and Dr Brian Turner. The practice has steadily grown since the early days and there are now nine partners.
Advert 1

The Doctors


Partners

Dr Alison Craven MB ChB (London) 1983 MRCGP
Dr Delyth Judd MB BCh (Univ Wales) 1982 MRCGP DRCOG FPCert
Dr Peter F N Harrop BSc MB ChB (Otago) 1986 DCH MRCGP DRCOG FPCert
Dr Philip Morgan MB BCh (Wales) 1990
Dr Justine Dawkins MB BCh (Bristol) 1993 MRCGP
Dr Matthew Peach MB BCh 1999 DCH DRCOG MRCGP
Dr Louisa Evans MB BCh (Cardiff 1991) MRCGP DRCOG 1997
Dr Rebecca Melville-Jones MB BCh (Hons) (Univ Wales) 2007 MRCGP DRCOG
Dr Ross Cluett MB BCh (Cardiff 2007) MRCGP (Welsh Speaker) (Siaradwr Cymraeg)

Salaried GPs

Dr Sarah Jeans MB ChB (Cardiff) 2003 MRCGP
Dr Sarah Pellard MB BCh MRCS MRCGP DFFP DPD MSc BSc (Hons)
Dr Mererid James MB BCh MRCGP (Welsh Speaker) (Siaradwr Cymraeg)
Dr Gemma Eccles MB BCh (Hons) (Cardiff) MRCGP DFSRH BSc (Hons)

GP Trainees


We are privileged to be a training practice. This means that doctors training in general practice work in our practice as part of a three year programme involving experience both in general practice and in various hospital specialties. They are with us for six or twelve months and will have acquired considerable hospital experience before joining us. Trainees sometimes sit in with the GPs in their surgeries. Please consider them as you would a partner.

To See The Doctor


Make an appointment by telephone or you can book appointments online by registering for our MHOL service (please see application form at back of brochure or download from the practice website: www.riversdale-surgery.co.uk) If you telephone for an appointment, so that we can best help you, we will ask the reason for your call and will direct your problem to the correct clinician. The lines are busiest from 8.00 – 10.00am, so for non-urgent appointments and routine matters, please ring after 10.00am. Urgent problems will be dealt with on the same day or immediately if necessary. Please attend surgery if possible. The doctors can do a better job with the benefit of full notes, computer records and all the facilities the surgery has to offer. Only one patient with a problem per appointment please. If for some reason you are unable to keep an appointment, please let us know. This is most helpful as the free appointment could be taken by someone else. If you are unable to use a telephone or if you do not have access to a telephone, please call into the practice to make appointments and do inform the receptionist who will ensure your records are updated.

House Calls


Please request house calls between 8.00 – 11.00am by telephone or in person. House calls are only for conditions where the illness stops the patient going out. There are many old wives’ tales which are simply wrong – such as a child with a temperature should not come out. If you are in doubt about whether a visit may be necessary, telephone to discuss the problem.
If you are too ill to wait in a waiting room or you think the illness may be infectious, tell the receptionist.

Emergencies And Accidents


In case of medical emergency after the surgery is closed, telephone 766866 and an answerphone message will tell you how to contact the doctors’ answering service.
IN LIFE-THREATENING EMERGENCIES SUCH AS SEVERE BLEEDING, COLLAPSE, UNCONSCIOUSNESS AND SEVERE CHEST PAINS TELEPHONE 999 AND THEN CALL THE EMERGENCY NUMBER.

Out-of-Hours Services (OOH)


(Monday to Thursday 6.30pm – 8.00am, weekends from 6.30pm Friday – 8.00am Monday and bank holidays).
The out-of-hours service for our patients is provided by AMBU LHB GP OOH Hours Team, outside normal surgery hours.
Riversdale Surgery is not open on Saturday mornings.

What Are The Out-Of-Hours Services?

Out-of-hours services are the non-emergency health services provided when your GP surgery is closed in the evening, at night and throughout weekends. They are for patients who need to see a doctor urgently and who cannot wait until the next day.

How To Contact The Out-Of-Hours Services

Telephone 111 and you will hear an answerphone message giving you another telephone number to call.
Alternatively, you can ring NHS Direct Wales on 0845 4647. This is a confidential telephone service. You can ring for nurse advice if you are feeling ill and unsure what to do. They can also tell you where to find your nearest doctor, pharmacist, dentist or support group.

What Will Happen When I Call?

An OOH trained call handler will answer your call and take some personal details and basic information about the problem you are calling about. They may need to ask you about any medical conditions you have and it would helpful if you could provide details of any medication you are taking.
Advert 2

Disabled Accessibility


We have four ground floor consulting rooms accessible to wheelchairs. We also have a lift should you wish to use this if you are disabled and need to access other floors in the practice. The practice nurse area is also easily accessible to wheelchairs. We have two parking spaces available for disabled persons and our toilets are adapted for the disabled.

Practice Team


Practice Manager

Mrs Elizabeth Davies

Practice Nurse Manager

Naomi Najm RN Level 1 Diabetic Diploma BSc (Hons) Health Promotion.
We have a team of five practice nurses, one health care assistant and three phlebotomists who are based at the surgery for advice on health and minor illnesses, treatments such as injections and for tests. To make an appointment ring 766866.
Our practice nurse manager also provides the training for our nursing staff as and when required.

Nurses’ Surgery Hours

Blood tests 8.00am – 12 noon.
All other clinics and services 8.00am – 12 noon and 2.00 – 5.00pm.

Practice Nurses

Naomi Najm RN Level 1 Diabetes Diploma, Diploma in Minor illness and Diploma in Womens Health
Joanna Washbourne RN Level 1, Diploma in CHD, Diploma in Cervical Cytology, Diploma in Infection Control and Diploma in Epidemiology and Research
Kathryn Bluck RN
Andrea Jones RN
Angela Taggart RN

Health Care Assistants

Brenda Batten Senior Health Care Assistant
Gemma Woolley

Phlebotomists

Sian Lake

Administration

Administrative Manager Mrs Theresa Jones
A team of nine office and secretarial staff carry out practice administrative procedures.
Advert 3

Receptionists

Reception Manager Tracey Williams
Deputy Reception Manager Rachael Nicholls
The surgery has 11 receptionists. These ladies have a difficult job and aim to be helpful. They may well require some information from you to decide how to help you best. They may suggest you speak to a doctor to discuss your problems. All information is treated in total confidence.

A Team Of Community (Or District) Nurses

If someone at home requires nursing treatment and is unable to attend the surgery, our community nurses are available to visit you.
Their telephone number from 9.00am – 4.30pm is 01656 753918.

Health Visitors

Our three health visitors are qualified nurses who advise and help to keep everyone fit and healthy (with the emphasis on children and the elderly).
Telephone: Bridgend 753708 or speak to reception.

Midwife

The midwife holds a clinic here every Thursday from 9.00am to 4.00pm.
Telephone: 01656 673331 to book an appointment.

Community Psychiatric Nurses

They help in dealing with stress and mental illness.
Telephone: Bridgend 645745.

Social Worker

Our social worker is based in Council Offices.
Telephone: Bridgend 642200.

HOW TO REGISTER AT THE PRACTICE


  1. Bring your medical card (and those of any other member of your household who wishes to register) to reception. If you have mislaid your card(s) the receptionist will give you forms to complete.
  2. As part of your registration, you and any household members over 15 years old will be expected to complete a form which gives us an overview of your general health and we would like to take your blood pressure on the machine available in reception.
  3. Please bring the immunisation records of all your children if they are aged 5 or under in order for us to update our records.

LOCAL HEALTH BOARD


Primary Care & Planning Department
Glanrhyd Hospital, Tondu Road, Bridgend CF31 4LN
Telephone: 01656 753807

Riversdale Practice Website


http://www.riversdalesurgery.co.uk
Our website is provided exclusively for our patients and our GP Registrars as a source of supportive information. To order prescriptions and book appointments online please complete the application form in the book or ask at reception for a form. You need one form for each family member and a different email address for each member aged over 11 years.

Riversdale Charitable Trust


The Riversdale Charitable Trust is a registered charity whose objectives are twofold:

  1. To facilitate the purchase of certain items of equipment which the practice would not normally be expected to purchase via conventional procurement channels.
  2. To provide funds aimed at improving the supply of materials and items associated with health education.

The direction of Trust funds is intended to augment, not replace, provision of resources from NHS funding. The sort of equipment that has been provided in the past has included syringe drivers, spenco mattresses, a suction pump, resuscitation equipment, an ECG machine, phlebotomy chair, cryotherm machine, Doppler equipment, BP ambulatory monitor, wheelchair and more.
This equipment is used by our practice nurses, community nurses and others who are concerned with the care of our patients, often at home. Such equipment helps to improve the quality of patients’ lives.
The Trust is administered by a Board of Trustees.
Some of the ways in which you can help are:

  • Direct donations
  • Covenants
  • Donations in memory of a loved one
  • A bequest in your will
  • Request for donations in lieu of flowers in funeral notices
  • Donations for a specific purpose.

Advert 4

Services Available


Antenatal Clinic

Thursday 9.00am to 4.00pm
For checking the progress of mothers-to-be. This is run jointly between the doctors, midwives and the health visitors. If you are pregnant, please make an appointment for the booking clinic on Thursday when an initial assessment can be made and you can meet the midwife.

Well Baby Clinic

To check babies’ growth and development from birth to school age and for immunisations. This is run jointly by the health visitors and doctors.
Please ring our health visitors for an appointment on 753708.

Well Person And New Patient Clinic

To check your general health. To measure blood pressure, weight and test urine for diabetes and to discuss general health such as lifestyle, exercise and diet. Ring 766866 for information.

Family Planning

Routine family planning is provided by our practice nurses. Make an appointment to see the nurse on 766866. All forms of contraception are offered, including coil fitting and emergency contraception. Coil fitting is performed by some of the doctors and it is advised that an appointment is made with one of these doctors prior to fitting to discuss this option in detail.

Coil Fit Clinics

Several of our doctors offer a coil fitting service. We also fit and remove Implanon devices. Please contact reception on 01656 766866 to book an appointment.

Minor Surgery

Removal of lumps, bumps and moles, ingrowing toenail treatments and joint injection. These are done by two doctors at the surgery. Ask at reception for advice.

Cryotherapy Clinic

Freezing treatment for warts, verrucae and other skin lumps. Make an appointment to see a doctor first.

Respiratory Clinics

Rheumatoid Arthritis Clinics

Blood Pressure Clinics

Diabetic Clinics and Coronary Heart Disease Clinics

The times and days of these clinics vary from week to week. Ring 766866 for information.

Warfarin Clinic

Tuesday and Friday 8.45am – 12 noon. Ring 766866 for information.

Travel Immunisation

Ring 766866 for information.

Medical Examinations

Medicals are carried out for HGV, car insurance, life insurance etc. These are not covered by the NHS and therefore a fee is charged.

Cervical Smears

If you are a woman aged under 65 you should have a smear taken every three years. You may well receive an invitation in the post to have a smear; please make every effort to attend. Make an appointment with one of our practice nurses. Ring 766866.

Prevention

Eat well, take regular exercise, avoid smoking and drink alcohol in moderation and you should keep in good health.

Smoking Cessation Clinics

Smoking cessation clinics are run by Stop Smoking Wales. Telephone 0800 085 2219 for an appointment in one of three local meeting places, we also hold a clinic at the surgery on Wednesday mornings.

Repeat Prescriptions


Computerised repeat prescriptions are available upon authorisation by the doctor. They may be ordered by making arrangements with a pharmacist, returning your tear-off slip to the surgery or using the MHOL service (please see application form at back of brochure or download from the practice website: www.riversdale-surgery.co.uk). We require two working days to process repeat prescription requests.

Results


Some results are available over the telephone between 9.00am – 12 noon and 4.30 – 5.30pm. Ring the direct line 673330.

Complaints


Please contact the practice manager if you have a complaint. We are keen to improve our service whenever possible. If you have any suggestions which may improve our service, please also contact the practice manager.

Practice Information


Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. 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 it is sometimes necessary that medical information about you is shared between members of the team. Prescriptions and some of the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report.

Change Of Personal Details

Please advise reception if you change your name, address or telephone number. It would be a great help if you would also ensure that we have your telephone number and your postcode.

Freedom Of Information Act 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 from reception.

Health Promotion

The aim of promoting health is to try to identify risk factors at an early stage and prevent them from causing ill health. For this reason we will ask about drinking and smoking habits and measure your blood pressure and weight from time to time. This is especially wise in people with a family history of heart disease, diabetes or stroke.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.
The staff in this practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right.
At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

What to do in time of Bereavement


What To Do If Someone Dies

It is a legal requirement for a doctor to confirm that someone has passed away. There is no need to move the patient. If a doctor has recently seen the patient, a death certificate can normally be issued. However, in the event of unexpected death, the doctor will need to notify the coroner.
If Death Occurs At Home

  1. Telephone the doctor. They will visit to confirm death has taken place.
  2. Contact the funeral director to inform them that their services will be required.
  3. Collect the doctor’s certificate from the surgery. ( You will be told when this will be available for collection.) This will not be possible if it is necessary to involve the coroner.

If Death Occurs In Hospital

  1. Contact the funeral directors to inform them that their services will be required.
  2. Collect the doctor’s certificate from the hospital.

Then…

  1. Take the death certificate to the registrar’s office for the area in which the death took place. You will need to take the deceased’s medical card if available.
  2. Take the green form to the funeral directors who will take over complete responsibility for arranging the funeral.

Self Treatment Of Common Illnesses And Accidents


Many common aches and pains can be simply treated at home without the need to consult a doctor.

Burns

Apply large quantities of cold water to the affected area as soon as possible and maintain this until the pain subsides. This may take as long as 15 minutes! If the skin is unbroken but blistered, apply a loose dry dressing. If the burn is larger than four or five inches in diameter or if the skin is broken, consult your doctor as soon as possible.

Diarrhoea

In adults, diarrhoea is usually caused by a viral infection and is therefore unable to be treated directly. Drink plenty of clear fluids. Eat if you feel hungry. Consult your doctor if symptoms persist for more than a week. Diarrhoea in very young children and babies needs careful attention. Encourage clear fluids and feed the child if hungry. Persistent vomiting in babies should be managed with a salt/sugar solution such as Dioralyte, but get medical advice if the baby is still ill.

Sprains

Treat with a cold compress, containing ice if possible, for 15 to 30 minutes to reduce the swelling. Then apply, firmly, a crepe bandage and give the sprain plenty of rest until all discomfort has subsided. Further strain will inevitably lead to further swelling and a longer recovery period.

Nosebleeds

Sit in a chair, leaning forward with your mouth open, and pinch your nose just below the bone on the soft part for approximately 10 minutes, by which time the bleeding should have stopped. Avoid hot drinks or hot food for 24 hours. If symptoms persist, consult your doctor.

Insect Bites And Stings

Antihistamine tablets can be obtained from the chemist without prescription and will usually relieve most symptoms.
Note: bee stings should be scraped away rather than ‘plucked’ in order to avoid squeezing the contents of the venom sac into the wound.

Chickenpox

On the first day a rash appears as small red patches about 3-4mm across. Within a few hours of these developing, small blisters appear in the centre of these patches. During the next three or four days further patches will appear and the earlier ones will turn “crusty” and fall off. Calamine lotion may be applied to soothe the often severe itching. Cool baths may also help. The most infectious period is from two or three days before the rash appears and up to five days after this date. Children may return to school as soon as the last “crusts” have dropped off.

Meningitis

This is not a common illness and is caused by an infection involving the meninges or lining of the fluid surrounding the brain. The most infectious forms of meningitis are caused by one of three bacteria. The signs are of general malaise, high fever, neck stiffness and sometimes a rash. The most striking feature about the more severe forms of meningitis is that people become ill quickly and rapidly deteriorate. The rash when present consists of small red areas which do not change colour when pressed with the finger. They most commonly occur on the back of legs and thighs but can appear anywhere. The rash cannot be relied upon as a
physical sign.
This disease can be dangerous and needs urgent attention. There are now immunisations for two of the bacteria causing meningitis, particularly in young children: Meningitis C and Haemophilus Influenzae type B. These are now being routinely offered to all children along with other immunisations and also to those children under four who have not been previously immunised. Immunisation protects against only two forms of meningitis. Teenagers are also being offered Meningitis C vaccine.

GPs’ RESPONSIBILITIES


You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated confidentially.
Respect for religious and cultural beliefs will be honoured.
Normally we will answer the telephone promptly and courteously.
You have a right to information about your own health (illness and treatment, possible side effects, prevention or recurring illness etc). We will offer medical advice and information for promotion of good health. You have the right to see your own medical records subject to the limitations of the law. A charge will be made.
Home visits will be made when requested and if a doctor feels that you are not well enough to attend the surgery. The final decision rests with the doctor.
We may give you test results when you telephone the surgery for them, or you may be asked to make an appointment with the doctor to discuss them.
If your doctor believes that you need a second opinion, then this will be arranged.
You will be given a time to see a doctor in accordance with the system used in this practice. If there is substantial delay for any reason, you will be given an explanation.
Repeat prescriptions will normally be ready in 48 hours from the surgery following your written request arriving at the surgery.
If you are 75 years or older, you will normally be offered an annual health check.

PATIENTS’ RESPONSIBILITIES


We ask that you treat our doctors and all practice staff with courtesy and respect.
The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls till later in the day.
You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address or name and remember to give your phone number and postcode.
Please speak to a member of the practice staff if you wish to see your medical records. This can be arranged with your doctor. There will be a fee payable.
Please contact the surgery between 8.30 and 11.00am for a home visit during the day.
If tests are ordered for you, please ask your doctor or a member of staff about receiving the results.
Please read the practice booklet to get the best out of the services available.
You can discuss any medical matter with the doctor, including asking for a second opinion.
Please let us know if you are unable to keep an appointment. We can then offer your appointment to someone else.
Please check our patient information booklet for the procedure for getting repeat prescriptions.

USEFUL TELEPHONE NUMBERS


Appointments to see the doctor, enquiries, house calls and emergencies……766866
For emergencies, only if 766866 is engaged……657880
Appointments to see the nurse – 9.00am – 12 noon and 1.30 – 5.00pm……766866
Appointment cancellations (open 24 hours)……673355
Results 9.00am – 12 noon and 4.30 to 5.30pm ……673330
Community nurses……01656 753918
Health visitors……753708

Chemists

Well Pharmacy…..669802
Shepherds Pharmacy…..668214
Phillips Pharmacy, Nolton Street…..652025
Boots, 8 Caroline Street…..659221
Lloyds, Nolton Street…..653966
Lloyds, Cowbridge Road (Tesco)…..347847
Sainsbury Pharmacy…..648912
Lloyds, Brewery Lane (Tesco)…..347647
Lloyds, Riversdale…..657933
Shepherds Pharmacy…..660007

Hospitals

Princess of Wales Hospital……752752
Glanrhyd Hospital……752752

Other

Social Worker……642200
Bridgend County Borough Council……643643
Back Cover