WELCOME TO:

Dr Osborne qualified as a doctor in 1978; he spent two years in Accident & Trauma and three years in Anaesthetics, before taking up his three year General Practice training in Hastings. Since then, he has spent over eleven years in a busy General Practice in Surrey, providing health care to the local community. He was also a GP Trainer within that Practice. At the request of the Health Authority he moved to Somerset in 1998, to open a new development practice in Crewkerne, where he now provides health care in a traditional family environment along with his wife Pat, who is one of the Practice Nurses. The Health Authority expect the practice to eventually develop into a two to three doctor family practice. After studying Homeopathy at Bristol Dr Osborne studied the Bowen Therapy Technique and is now a qualified Bowen therapist.

Crewkerne Surgery:

The surgery is opposite Crewkerne Police Station with limited on road parking and it has disabled access and toilets but we are hoping to acquire custom built premises to accommodate our growing list size.

The aim of this leaflet:

To provide you with information about the services available within our Practice.

If you require a larger print format, please ask at the surgery.

If you feel this leaflet could be improved upon, we are always happy to hear your views, which should be addressed, in writing, to our Practice Manager.

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The Primary Health Care Team consists of:

ٱ Dr Michael Osborne, MB,BS LRCP,MRCS

ٱ Peter Woodward Practice Manager

ٱ Pat Osborne, Practice Nurse

ٱ Barbara Woodward, Practice Nurse

ٱ Ann Davis, Receptionist / Secretary

ٱ Lesley McLaren Receptionist

ٱ Kate Osborne Receptionist

ٱ Karen Wheatley Receptionist

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In addition to the above resident team, we also have access to District Nurses, Health Visitors, midwives and other Primary Health Care workers.

Opening Hours:

The surgery is open from 8.30a.m. to 6.00p.m.on Monday, Tuesday, Thursday and Friday and from 8.30a.m. to 1.00p.m. each Wednesday.

Consultation Times:

Dr M I Osborne

Monday 9.00a.m. to 11.00a.m. 4.30p.m. to 6.00p.m.

Tuesday 9.30a.m. to 11.00a.m. 4.30p.m. to 6.00p.m.

Wednesday 9.30a.m. to 11.00a.m. CLOSED

Thursday 9.30a.m. to 11.00a.m. 4.30p.m. to 6.00p.m

Friday 9.00a.m. to 10.30a.m. 4.00p.m. to 5.30p.m.

Thursday Late Evening surgery 6.30pm to 7.00pm by appointment only. This day can

be subject to change due to practice commitments

Practice Nurse

Monday 9.00a.m. to 11.00a.m. No Nurse’s Surgery

Tuesday 9.00a.m. to 11.00a.m. No Nurse’s Surgery

Wednesday 9.00a.m. to 11.00a.m. No Nurse’s Surgery

Thursday 9.00a.m. to 11.00a.m. 4.00p.m. to 6.00p.m.

Friday 9.00a.m. to 11.00a.m. No Nurse’s Surgery

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Appointments:

Consultation with the Doctor and Nurse is by appointment only and separate appointments must be made for each patient so they can receive the individual attention to which they are entitled. Appointments are normally booked at ten minute intervals but we know from experience that some problems may take longer than others and, if this does happen, we ask that you please be patient. If you think you require longer, please book a double appointment. There are set appointment slots for emergencies each day and we ask that these are only used for such circumstances. The Doctor’s and Nurse’s time is valuable so if you are unable to attend a previously arranged appointment, please telephone reception as soon as possible as your appointment slot can always be re-allocated, even at short notice.

NOTE: Appointments must be made for all sessions, unless otherwise specified.

Rights to Consultation:

Patients who have attained the age of 16 years, who have not had a consultation within the last three years, are entitled to request a consultation, without prejudice; at such consultation, the Doctor will make appropriate inquiries of the patient and conduct appropriate examinations.

Patients aged 75 years and over, who have not had a consultation for at least twelve months, are entitled to request a consultation, without prejudice; at such consultation, the Doctor will make appropriate inquiries of the patient and conduct appropriate examinations. Such consultations shall take place in the home of the patient where, in the Doctor’s opinion, this would be appropriate as a result of the patient’s medical condition.

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CLINICS:

Combined Clinics Smears, Postnatal Checks and Minor Surgery:

We hold a combined Doctor/Nurse Clinic each Thursday for the above. This is normally held between 9.30a.m. and 11.00a.m. at 20 minute intervals.

Warfarin Monitoring:

Warfarin testing is normally carried out on a regular basis by the Practice Nurse.

Immunisations and Vaccinations:

We consider it important that all children should be protected against Diphtheria, Tetanus, Whooping Cough, Polio, Measles, Mumps, Rubella and Haemophilus Meningitis. There are very few contraindications to these vaccinations but if you are worried, please discuss this with the Doctor or Health Visitor. Dr Osborne holds clinics every Tuesday (from 11.00a.m.) and appointment cards are sent direct to patients by the Health Authority. If the appointments allocated are not convenient, please do not hesitate to phone the surgery and ask for an alternative time and/or date.

Maternity Services (incl. Antenatal and Well Baby Clinics):

Full maternity services are provided by the Midwives attached to the surgery with the support of the Doctor. Antenatal appointments are arranged by the Midwife and take place every Wednesday, commencing at 11.00a.m. 6 week postnatal appointments will be sent automatically by the Surgery soon after baby is born. Well Baby Clinics are arranged by the Health Visitors who will liaise direct with you.

Travel/Occupational Health Vaccinations:

Our Practice Nurse is able to advise and implement the necessary treatment for those travelling abroad or those who need it because of the work they do. Please ask our receptionist for a Travel Questionnaire and make an appointment to discuss your requirements with the Practice Nurse but please make sure you leave enough time for any course of treatment you may require – this varies according to vaccine.

Other Services Available:

Asthma Dietary Advice Smoking Cessation (see below)

Cholesterol Testing Family Planning Advice Weight Problems

Diabetes Homeopathic Remedies

Well Man Clinic Dietary Advice

Hypertension Well Woman Clinic

Although we don’t operate specific Clinics for the above at this point in time, you can make an appointment to see the Practice Nurse and/or Doctor to discuss and/or seek advice on any of these subjects.

Stop Smoking Clinic

Both practice nurses and Kate Osborne are now trained as level 2 stop smoking advisors and we now offer treatment on prescription as well as one to one sessions on a 12 week program to help support the complete cessation on smoking. Please contact the surgery for more information to arrange a mutual time for this service which we offer throughout the week to remain flexable for our patients needs.

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Phone Ins:

We realise you may only wish to speak to the Doctor or Nurse for advice and for this purpose we advise you to phone in either early morning (9.00a.m.) or mid/late afternoon (4.00p.m.). Due to demands on the Doctor and Nurses’ time, it maybe necessary to ‘phone you back.

Home Visits:

These are for patients who are too ill to come to the surgery and we ask that you please do not abuse this system - remember, the Doctor could see several other patients in surgery in the time it takes to do a home visit. Home visits should be requested, wherever possible, before 10.30a.m. and they are usually carried out between 1.00 and 3.00p.m. except in emergency situations. In order to assess the urgency, our receptionist will ask you certain questions and your co-operation would be appreciated. Any information given will always be treated in the strictest confidence.

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Out of Hours of Responsibility:

Out of Hours emergency care is now provided by The Dorset and Somerset Urgent Care Service operated by South Western Ambulance Service NHS Trust. Their current telephone number is 0845 408 8000. If you need urgent medical help after the surgery is closed (between 6.30 pm and 8.00 am Monday to Friday and over weekends and Bank Holidays), please contact the Out-of-Hours Service on the above number. The surgery answer phones will also tell you how to contact this service. You will usually be asked to attend one of the local Treatment Centres run by the service if the duty doctor needs to see you unless you are housebound.

Alternatively, if you just need advice, please contact NHS Direct on 0845 46 47 or visit their website at www.nhsdirect.nhs.uk.

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Prescriptions:

For regularly prescribed drugs, please leave your computerised print out (which is attached to your previous prescription) with reception with the items required clearly marked with a tick. Alternatively, you can post or fax them on 01460 78652 but please make sure you include all the information drug, dosage, etc. Prescriptions are normally available for collection the next day (except weekends). Postal requests are accepted, provided you enclose an s.a.e. but allow at least one week for their return. Local pharmacies Boots, Co-op (opposite Crewkerne Hospital) and Merriott Pharmacy also provide a free collection service for your prescriptions.

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Results:

Please do not ring for results until after 4.00p.m. on the date you have been told they will be available. The receptionist can issue certain results but cannot discuss them with patients – only the Doctor can do this. Results will normally only be passed on to the patients themselves.

New Patient Health Screening:

We like to meet and screen all new patients and at the time of registration you will be invited to make a 20 minute appointment with the Practice Nurse. It is our policy to promote preventative medicine so that we can offer advice on disease prevention. Patients with asthma, coronary heart disease, diabetes or hypertension are advised to attend for regular check ups.

Child Health

Routine Development Checks are carried out by Dr Osborne and the Health Visitor at 6 weeks. 6 week post natal checks are normally carried out on a Thursday morning as appropriate. These checks are important for your child’s development.

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Private Medical Services:

Dr Osborne is able to complete private medical certificates, reports and sick notes for which a fee is chargeable (list of charges available in reception).

Patient Participation Group:

We have set up a patient participation group and the purpose of this group is to help us inform the patients how the practice is organized and operates and to feed back to the staff how the patient would like to see the practice move forward. This is especially so as we have engaged a developer to help find a site and build the permanent practice in the next few years

The patients who are members of this group can be contacted via the surgery

Mrs Nathalie Aylett

Mr Norman Fleetwood

Mr Roger Fowler

Mr Neill McClintock

Mr Ron Spencer

Mrs Amanda Ebborn

Mr John Whitfield

Ms Rose Aikens

Mrs Erica Laker

Dr Osborne and the practice manager, Peter Woodward are also members of this group.

Equipment Fund:

We operate an Equipment Fund, to which patients can make donations, if they so wish. Any such donations should be handed to our receptionist and a written acknowledgement will be posted to you. The Fund is also augmented by local charities and organisations and this has enabled us to purchase special equipment for the surgery, such as a defibrillator and an ECG machine. Needless to say, we are eternally grateful for all donations to this Fund.

Zero Tolerance:

The surgery operates a policy of zero tolerance and we will not hesitate to call the Police, should the need arise. The surgery also has a panic alarm system which is there to protect our staff, patients and premises.

Complaints/Suggestions

We realise that things do not always go as smoothly as we would like and, if you should feel this has happened to you, please inform the doctor or write to him with full details. We strive to improve our service to you all times but should you feel the need to complain, we will endeavour to put right any problems you bring to our attention.

PALS:

NHS Somerset Patient Advice & Liaison Service – this service is able to provide a quick and efficient service to patients, relatives and carers by providing information and pointing them in the right direction so they get the most from the health service and help from other organisations where necessary. PALS will also try to address your concerns before they escalate into serious problems or complaints. If you wish to contact the Local PALS Officer, he/she can be contacted at the following address

NHS Somerset
Freepost RRKL-XKSC-ACSG
Yeovil
Somerset
BA22 8HR Tel: 0800 0851 067 or email: pals@somerset.nhs.uk

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Somerset Primary Care Trust :

NHS Somerset Headquarters
Somerset Primary Care Trust
Wynford House
Lufton Way
Yeovil
Somerset
BA22 8HR

Tel: 01935 384000 Fax: 01935 384079
Email: headquarters@somerset.nhs.uk

Dorset Primary Care Trust:

This is also our local PCT (for Dorset addresses) which is based at Forston Clinic, Herrison, Dorchester, Dorset FDT2 9TB; Tel: 01305 361300.

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CATCHMENT AREA MAP

LOCATION MAP

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PRACTICE CHARTER

OUR RESPONSIBILITY TO YOU:

To greet you courteously, considerately and efficiently at all times, either on the telephone or in person.

To provide a safe environment in which to serve our patients, we operate a zero tolerance policy and will not hesitate to call the Police if the need arises.

To try and accommodate your specific requirements when making appointments.

To arrange emergency appointments/advice as necessary.

The Doctor’s responsibility is to see you only in the surgery or at home, if the latter is considered necessary.

To refer you to a Specialist as and when deemed necessary by the Doctor.

To provide you with test/X-ray results as soon as available, upon your call to the surgery on a pre-arranged date.

Appointments are normally made at ten minute intervals and we will try to keep to the schedule. However, experience has shown that this is not always possible due to unforeseen circumstances – in these instances we ask you to be patient with us. If long delays occur, you will be offered an alternative appointment to avoid excessive waiting time.

To provide repeat prescriptions on a 48 hour turn-round basis, subject to these being received in good time. We will always honour a request for an emergency prescription, wherever possible.

It is important to keep patient records as up-to-date as possible and this can only be done with your help.

Patient records are entirely confidential and you have the right to see them within the constraints of current law.

To offer a procedure whereby complaints can be expedited to the satisfaction of all concerned.

We are always open to suggestions as to how we can improve our service to you. Any such suggestions should be conveyed in writing to the Practice Manager.

To provide you with as much information as possible about specific problems, i.e. medical, social and care in the community.

PRACTICE CHARTER (continued)

IN RETURN, WE ASK YOU, THE PATIENT, TO:

Remember that our staff are only doing their job - being rude to them will not improve the situation. We operate a zero tolerance policy (see separate section in this leaflet).

We only have a set amount of appointment slots, so please bear with us if we cannot always offer you an appointment within two working days.

If the Doctor/Nurse do not stick to his/her appointment schedules, there is usually a very good reason for this and we ask you to be patient. If the wait proves too long, you can request an alternative appointment.

In case of emergency, you will always be allowed access to the Doctor, subject to his surgery commitments.

Home visits should only be requested in cases of extreme emergency and requests for these should be phoned in before 10.30a.m.

Results/X-rays: our receptionists can convey certain information to you over the phone but cannot discuss any results with patients – only the Doctor or Nurse can do this.

If you require a repeat prescription, please give us at least 48 hours notice wherever possible. The preferred method is the repeat prescription form attached to your previous script but we are happy to have a written request, providing you have all the information available (it is not sufficient to ask for “those little pink pills,” etc.). Emergency prescriptions can be expedited if there is sufficient reason to do so.

If you have a complaint and/or suggestion, we would like to hear about it as we strive to provide the best possible service to you at all times. Any feedback would help us to do this.

If you change your address, phone number or name, please let us know so that we can maintain up-to-date records.

Please do not ask to discuss any other patient with us – this breaches our Code of Confidentiality – even if it is a member of your family.

If you do not see the information you require displayed in the surgery, please ask the receptionist, nurse or doctor about it.

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