WELCOME TO SOUTHMEAD AND HENBURY FAMILY PRACTICE:
Our practice is based at Southmead Health Centre, Ullswater Road, Southmead, Bristol BS10 6DF and Willow Tree Surgery, 1 Trevelyan Walk, Henbury, Bristol BS10 7NY. We are a long established training Practice with around 11,200 patients across 2 sites.
We also open the first and third Saturday of each month
from 8.30 -11.45am
8.00 – 13.00
14.00 - 19.00
8.00 – 13.00
14.00 - 19.00
7.30 – 13.00
14.00 – 18.30
8.00 – 13.00
14.00 – 18.30
8.00 – 13.00
14.00 – 18.00
Telephone lines open at 8.00am each morning and close at 18.30 every evening.
When the Surgery is closed and you require urgent medical attention.
PLEASE DIAL 111
The out-of-hours period is from 6.30pm to 8.00am on weekdays and all day at weekends and on bank holidays.
The details in this publication will give you the information you require to enable you to get the best from the practice. Any further updates will be available on the Practice Website www.southmeadhealth.nhs.uk, on Facebook and on Practice Notice boards & waiting room TV screens.
Please note that we have access and toilet facilities for the disabled and all our patient services are on the ground floor. If you have special requirements, please contact a member of the support team who will be glad to advise you.
APPOINTMENTS can be made in person at the medical centre, by telephone and on -line. We have a team of a dedicated call navigators who are fully trained to ensure you see the clinician most appropriate for your needs. This may not always be your GP. Our multi-disciplinary team offers a wide range of services to meet the different needs of our patients.
From 8.00am – 10.30am the phones calls to the Practice are at a peak so if you have a routine query or request please call after 10.30am when it is quieter.
Appointments are released on a daily basis as well as up to 6 weeks ahead. When you wish to see your doctor you should contact the surgery to make an appointment. When you contact the surgery you will be asked to give the call navigator a brief description of your symptoms. This is in order that they can book you in with the most appropriate clinician. You may not need to see a GP.
Some appointments are available to book on-line – Please ask our support team who can get you registered for this.
We have a team of supporting clinicians who have been trained in the management of a range of minor illness and long term conditions. They are able to prescribe medications and give advice.
Our Urgent Care Clinicians can assist with acute medical needs such as minor illness and minor injury.
Our Pharmacists can assist with the management of Long Term Conditions, medication reviews and queries and hospital discharge assistance.
Our teams of Specialist Nurses are trained to help patients manage diabetes, hypertension, asthma, COPD, wound management, sexual health and many more.
Pre-booking of appointments We promote continuity of care and each patient has a named accountable GP. We endeavour to enable you to make an appointment in advance with a GP of your choice.
CANCELLING YOUR APPOINTMENT If you cannot keep your appointment please let us know as soon as possible as this will allow us to offer the appointment to another patient.
If you would like to register to receive reminders of your appointments by TEXT please speak to our support team. Text messaging also provides a ‘cancel by reply’ option if your appointment if no longer needed.
Please help us to keep your contact details up to date by informing us of new telephone numbers, email addresses and changes of address.
Home Visits We prefer to see Patients at the Surgery as we have both the medical equipment and clinical expertise to deal with any emergency. Seeing you at home takes on average four times as long as seeing you at the surgery. Babies and small children should always be brought to the surgery for consultations where we will do our best to see them promptly. If the patient does require a home visit, please try to telephone the surgery, if possible before 10.00am as this allows us to plan the doctors' visits.
Support team staff have been fully trained to make these enquiries in the most appropriate way. The GP will telephone you to discuss the patient’s condition with you before a visit is scheduled.
ATTENDING FOR AN APPOINTMENT If you have been invited in for a face to face appointment please arrive at the time of your appointment (no earlier), wear a face covering and maintain social distancing. Do not come with a friend of family member unless it is absolutely necessary. The doors will be locked but if you knock on the double doors a member of our reception team will collect you. Do not enter the lobby area if there is already somebody in there. We would appreciate it if you use hand sanitiser on entry.
REPEAT PRESCRIPTIONS We have dedicated Prescription Administrators to deal with requests for repeat medication. The Prescription Administrators will arrange for any tests that you require, such as blood pressure readings or blood tests, in order to provide you with repeat prescriptions.
A minimum of 48 hours is required for repeat prescriptions to be processed. We do not accept requests for repeat medication over the telephone. Prescription requests can be submitted via online access, requested via your nominated pharmacy or emailed in to email@example.com.
For any questions about your repeat medications our Prescribing Administrators can be contacted on our main surgery line 0117 9507150 and select option 3 between the hours for 09:00am – 14:00pm.
LABORATORY TESTS/RESULTS In order to maintain patient confidentiality, results will only be given to the patients themselves or to the parents of minors. Unless you are told to contact the surgery by the doctor you do not need to contact us for results.
If action needs to be taken because of a test result the surgery will contact you. If you have been asked to contact the surgery following a test, please telephone after 10.30am when lines are less busy.
NON NHS SERVICES A lot of the work we are asked to do is not provided within the NHS. A fee is charged for certain examinations and reports that are not part of General Medical Services, eg Insurance Medicals, HGV and Driving Fitness Certificates. A full list is available from reception.
REFERRALS The Practice Secretary can be contacted on our main surgery line 0117 9507150 and select option 3.
PRACTICE NURSES & HEALTH CARE ASSISTANTS Offer a comprehensive range of nursing and specialist clinics.
SURGERY SUPPORT TEAM Our Practice Manager, Jade Smith and our Deputy Practice Manager, Charlotte Williams will be able to help you with any administrative and /or non-medical aspects of the practice.
We welcome your feedback on how we can improve the service we offer. If you have any suggestions, complaints or comments please contact us or use the forms available.
The support team are responsible for the smooth running of our patient services. They will deal with any queries or problems that you may have. The support team are the link between our patients and the clinical team. The more information you are able to give the team, the better they will be able to assist you.
All Practice employees are bound by very strict rules of confidentiality so do not be afraid to give them information or messages you wish passed to the doctors or nurses.
If you have questions, please do not hesitate to contact our Reception Co-ordinator Elaine Bailey on the main surgery line 0117 9507150.
CONFIDENTIALITY OF YOUR MEDICAL RECORDS The practice complies with GDPR, data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
To provide further medical treatment for you e.g. from district nurses and hospital services
To help you get other services e.g. from the social work department. This requires your consent
When we have a duty to others e.g. in child protection cases
Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way you need to let us know. To opt out of NHS data sharing agreements use this link: www.nhs.uk/your-nhs-data-matters
COMPLAINTS/COMMENTS/SUGGESTIONS We welcome your feedback so please tell a member of the Practice Team or complete a feedback form.
If you have a complaint please let us know or alternatively pick up a Complaints Form from the Reception desk.
CHAPERONE POLICY If you would like a chaperone to be present during any part of your consultation, including intimate examinations, then please inform your doctor. In the event of the practice being unable to provide a chaperone at that time, you will be given the option of rebooking your examination for a subsequent date. Please see our chaperone policy for more information.
FREEDOM OF INFORMATION If you wish to make a FoI request please familiarise yourself with the regulations www.gov.uk/make-a-freedom-of-information-request and submit your application to the practice manager who will consider your application and respond within the statutory framework.
VIOLENCE POLICY The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. 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 will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
CHANGE OF ADDRESS If you move house within the practice area, or change your telephone number, please let us know immediately. If you move outside the area, you should register with a doctor who is local to your new address.
New Patients All new patients over 45 should make an appointment for a Blood Pressure Test. If you are on regular medication please give full details on the new patient questionnaire. You may be asked to see a GP before any further prescriptions can be issued.
Disabled Patients The practice building has been constructed to provide facilities for the disabled. If you need assistance please inform a receptionist.