Station LaneSeaton CarewHartlepool, TS25 1AXTel: 01429 278827
If you are planning a pregnancy there is some important health advice you should be aware of. Please make an appointment any day of the week with a nurse who will be happy to discuss this. Patients who are planning a family are advised on diet and recommended medication.
Asthma clinics are held by Diane and Sue who review our patients with asthma disorders, they are encouraged to attend for monitoring and education. Smoking cessation advice is given. All patients with Asthma will be offered at least an annual review to monitor their condition
Diabetic Clinics are held by our practice nurses.
All patients are offered at least an annual review and six month monitoring appointment. In 2005 Hartlepool PCT received funding to provide a digital imaging camera as well as funding for a podiatrist. This service is based at One Life Centre in Hartlepool and is open to all patients registered in Hartlepool. The practice encourages patients to attend as this is a valuable service specially designed so that all diabetic screening takes place at one venue.
Patients will receive a letter from the Diabetic one stop shop for a pre review screening which will include blood test, height, weight and blood pressure as well as retinal screening and podiatry. You will receive this invitation approximately four weeks prior to your annual review being due at the practice. When you attend the one stop shop you will be advised to make an appointment to see one of our practice nurses within two weeks who will discuss your results and offer support and information and management plan. Glucose meters are available to our patients.
Diane holds a clinic to see patients with coronary heart disease or those at high risk. They will be offered an annual review to monitor their risk factors and treatment. All CHD and Stroke patients are offered at least an annual review to monitor their condition.
Cervical Smears are undertaken by all our practice nurses. Automatic recall appointments will be sent every three years or sooner as necessary if a previous abnormality has been found. We follow the Tees wide Cervical Screening protocol and you will automatically be invited to attend for an appointment before your smear is due
By appointment any day of the week all new babies are invited for regular check-ups from eight weeks old. Parents will be invited to make an appointment for their childs initial vaccination, according to the national schedule. Please feel free to discuss your child's immunisations with the doctor or nurse.
Pop into your local pharmacy for advice and support when trying to give up smoking.
Patients 65 years and over and those with chronic diseases will be invited for an annual flu vaccine. Clinics are held during October and November, look out for the dates which will be displayed on the patients notice board.
Patients 65 years and over and those with chronic disease such as Heart Disease will be offered an appointment at the flu clinics or by appointment throughout the year. Usually only one pneumonia vaccine is required.
Advice is given on travel immunisations and precautions. Please remember that some immunisations have to be started several months before you leave, so book well in advance. Please ask at reception for a travel form which should be filled in and returned to the surgery in order for the nurse to inform you of the vaccinations you will require.
Please make an appointment to discuss this with the doctor at consultation who will advise you on appropriate treatment and whether a referral is necessary.
Emergency contraception can be obtained from local pharmacists, details are available in reception. However if you prefer to consult with a healthcare professional you will be offered an urgent appointment with the doctor or nurse. All reception staff are aware of the practice protocol and will be happy to give you further information on services available.
People in Hartlepool and Stockton-on-Tees can now access GP and nurse services until 8.00pm on weekdays and up to 5.00pm on weekends and bank holidays in addition to 24 hour urgent care services at North Tees and Hartlepool hospitals.
We have listened to patients that have told us that local services are confusing. By opening 24 hours urgent care centres at North Tees and Hartlepool hospitals and evening and weekend GP appointments, we hope patients find the service much easier to navigate.
During the day, patients will still be able to contact their GP practice in the same way as they do now. After 6pm, by calling NHS 111, which is available 24/7 and free to call from landlines and mobiles, people will be signposted to the most appropriate service for their needs. This could be at one of the extended hours GP centres at Chadwick Practice One Life Hartlepool, Tennant Street Medical Practice Stockton-on-Tees or Woodbridge Practice Ingleby Barwick or the urgent care centres at North Tees and Hartlepool hospitals.
For life threatening or serious injuries, people should of course dial 999. The service was launched on April 1 and we have had excellent feedback from patients and want to raise awareness of the new evening and weekend GP appointments to those who don’t know about it.
The extended access GP centres are sited at:
The service will be open during the following hours;
Monday to Friday Evenings
All locations 6.30pm – 8.00pm
Chadwick Practice, One Life Centre, Hartlepool 10.00am – 1.00pm
Tennant Street Medical Practice, Stockton 10.00am – 1.00pm
Woodbridge Practice, Ingleby Barwick 2.00pm – 5.00pm
Chadwick Practice, One Life Centre, Hartlepool 11.00am – 1.00pm
Tennant Street Medical Practice, Stockton 11.00am – 1.00pm
Woodbridge Practice, Ingleby Barwick 2.00pm – 4.00pm
The evening and weekend appointments are available to everyone registered with a GP in Hartlepool and Stockton-on-Tees and patients can book an appointment by calling their GP practice or NHS 111.
Patients across Hartlepool and Stockton can access appointments at any of the listed sites.
As well as our practice, there are many other local NHS services you can contact for health advice, information or treatment. Before you do, remember that you can treat many minor ailments such as colds, coughs and indigestion by keeping a well-stocked medicine cabinet at home. We suggest you keep the following:
Your local pharmacist will be able to give you free health advice at any time – you don’t need an appointment. Many pharmacies operate extended hours on a rota basis.
Accessing the right treatment – Right Place First Time.
Almost half of all A+E attendances could have been treated by their GP, a local pharmacist or by patients themselves with basic self-care, first aid or advice. Many people automatically go to A+E as soon as they feel ill or have an accident. Below we highlight a range of options to help you get the treatment you need.
A well-stocked medicine cabinet and first aid box will help you deal with many common illnesses and injuries. If you have an on-going medical condition such as asthma, ensure you have adequate supplies of the medication you require at home, especially near weekends and holidays.
Keep all medicines out of sight and reach of children and always follow the dosage instructions on the label.
Your local pharmacist is able to give expert advice without an appointment. Each pharmacy has a fully qualified pharmacist available to offer free advice on common ailments, health matters, and medicines. Pharmacists also provide contraception and emergency contraception (the morning after pill).
Your GP practice can deal with a very broad range of complaints, including infections like cystitis and sore throats, mental health problems such as depression and anxiety, joint pains and arthritis. If you require more specialised care they will refer you to a specialist service or hospital.
If your condition is not life-threatening, call your GP first. Your GP has your records and knows your medical history, medicines, and allergies. Your GP can also quickly admit you to a specialist hospital ward if needed, often more quickly than if you go via A&E.
If you need to see a GP or nurse and you cannot safely wait until the GP surgery is open. call NHS 111 if you need medical help fast, but it is not a 999 emergency, you will be assessed, given advice, and directed straightaway to the local service that can help you best.
Walk-in and Urgent Care Centre, Hartlepool Hospital, Holdforth Road, Hartlepool
For 24 hour per day / 7 days per week treatment of minor injuries without an appointment. You can also contact 111 who can arrange a pre-booked appointment for you if necessary.
A+E (Accident + Emergency)
A+E is an emergency service that should only be used when people are badly injured or show the symptoms of critical illness. A&E is at:-
University Hospital of North Tees , Hardwick Rd, Stockton, TS19 8PE and James Cook University Hospital, Marton Rd, Middlesbrough, TS4 3BW.
A+E is not for minor injuries such as small bumps and cuts or minor illnesses such as coughs, flu and earache or for illnesses which you have had for a number of days.
The 999 service is a n emergency service that should only be used when people are badly injured or show the symptoms of critical illness.
If you think a patient is suffering from one of the following you must dial 999:
• Heart attack
• Sudden unexplained shortness of breath
• Heavy bleeding
• Unconsciousness (even if the patient has regained consciousness)
• Traumatic back/spinal/neck pain
If you are not sure what to do and need some advice, you can ring NHS 111 24 hours a day, 365 days a year, they will provide you with expert, confidential advice and information on what to do if you are feeling ill. Translators are available.
ARE YOU A CARER?
If you are caring for a friend or relative with an illness or disability then you are a carer?
Our Surgery has a register of carers and we would like to know if you are a carer. Please ask at reception for a carers form. We work with Hartlepool Carers who can offer you support and information on your role as a carer.
Hartlepool Carers are based at 19a Lowthian Road, Hartlepool and can be contacted on 01429 283095.
Person responsible for review of this protocol: Sue Cullen
Date of last review: May 2015
Date of next review: June 2016
The protocol sets out the approach of Seaton Surgery to the handling of complaints.
This protocol is relevant to all employers and anyone who works at Seaton Surgery, including non-clinical staff. Individuals training and visitors/observers on the premises must also adhere to this.
This protocol will be reviewed yearly to ensure that it remains effective and relevant.
Importance of having a complaints procedure
In spite of the efforts of all staff it is likely that a complaint will be made by a patient at some point. To reduce the anxiety and apprehension for both patients and staff it is crucial to have a procedure for handling complaints.
How complaints can be made
Complaints may be received in writing or orally. Where a patient is unable to communicate a complaint by either means on their own then arrangements will be made to facilitate the giving of the complaint.
Persons who can complain
Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.
When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child and the complaint must be being made in the best interests of the child. If this is not the case, then written notification of the decision not to investigate the complaint must be sent to the representative.
Time limit for making a complaint
Complaints can be made up to 12 months after the incident that gave rise to the complaint, or from when the complainant was made aware of it. Beyond this timescale it is at the discretion of the practice as to whether to investigate the matter.
Persons responsible for handling complaints
Responsible Person: The Responsible Person, Dr Jitendra Patel, is a partner responsible for the supervision of the complaints procedure and for making sure that action is taken in light of the outcome of any investigation.
Complaints Manager: The Complaints Manager, Susan Cullen Practice Manager, is responsible for the handling and investigation of complaints. The Deputy Complaints Manager is Nicola Sumpter.
Initial handling of complaints
1) When a patient wishes to make an oral complaint then the Complains Manager is to arrange to meet the complainant in private to make an assessment of the complaint. The complainant is to be asked whether they would like to be accompanied at this meeting.
2) The complaint should be resolved at this meeting if possible. If the complaint is resolved then it should be recorded in the complaints register and the implicated staff member is to be told about the details of the complaint.
3) When the complaint cannot be resolved the patient is to be asked to make a written complaint. If necessary the Complaints Manager is to write down the complaint on their behalf verbatim. The written complaint is to be recorded in the complaints register.
4) The Complaints Manager is to acknowledge a written complaint in writing within 3 working days, stating the anticipated date by which the complainant can expect a full response.
Investigation of complaint
1) The Complaints Manager is to discuss the complaint with the implicated member of staff to establish their recollection of events.
2) If the complaint is against the Complaints Manager, then the complaint is to be referred to the Responsible Person for investigation.
3) The complainant is to be invited to a meeting to discuss the complaint with the Complaints Manager and asked if they would like to be accompanied at this meeting. If appropriate and with prior consent from the complainant the staff member complained about can be present at that meeting. Minutes should be taken.
4) The timescale to respond (maximum of 6 months) is to be agreed with the complainant at that meeting and documented in the complaints register.
5) The full response to the complainant is to be signed by the responsible person, and include:
an explanation of how the complaint was considered;
the conclusions reached in relation to the complaint and any remedial action that will be needed;
confirmation as to whether the practice is satisfied that any action has been taken or will be taken.
6) If it is not possible to send the complainant a response in the agreed period it is necessary to write to the complainant explaining why. Then a response is to be sent to the complainant as soon as is reasonably practicable.
7) If the complainant is dissatisfied with the handling of the complaint then they are to be advised to contact the Health Service Ombudsman and how to do so.
Recording complaints and investigations
A record must be kept of:
each complaint received;
the subject matter of the complaint;
the steps and decisions taken during an investigation;
the outcome of each investigation;
when the practice informed the complainant of the response period and any amendment to that period;
whether a report of the outcome of the investigation was sent to the complainant within the response period or any amended period.
Review of complaints
Complaints received by the practice are to be reviewed at staff meetings to ensure that learning points are shared.
A review of all complaints will be conducted annually by the Complaints Manager to identify any patterns that are to be reported to the Responsible Person.
The Complaints Manager will notify the Responsible Person of any concerns about a complaint leading to non-compliance. The Responsible Person will identify ways for the practice to return to compliance.
A report on complaints is to be submitted to NECS (or replacement body) annually (year ending 31st March). This report is to:
specify the number of complaints received;
specify the number of complaints which it was decided were well-founded;
specify the number of complaints which the practice has been informed have been referred to the Health Service Ombudsman;
summarise the subject matter of complaints received;
summarise any matters of general importance arising out of those complaints, or the way in which the complaints were handled;
summarise any matters where action has been or is to be taken to improve services as a consequence of those complaints.
This report is to be available to any person on request.
The practice’s arrangements for dealing with complaints and how further information about these arrangements may be obtained by patients is to be publicised by the Complaints Manager. How to contact independent advocacy services and the right of patients to approach Primary Care Trusts with complaints is also to be publicised.
When faced by an unreasonable complainant staff will take action in accordance with page 34 of the DH’s Listening, responding, improving: a guide to better customer care guidance.
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