westcliffe medical centre - practice booklets · the practice is part of nhs bradford, airedale and...

Westcliffe medical centreWestcliffe Road, Shipley BD18 3EE

Tel: 01274 580787 Please listen to the message carefully to select the relevant option.

www.westcliffemedicalcentre.co.uk

Westcliffe Medical PracticeShipley

Welcome To Our PracticeThe practice is a long established Shipley practice with a history that can be traced back into the middle of the last century. From our early beginnings in Kirkgate as a single-handed practice run by Dr John Craig from the 1920s, we have transformed via a spell in the old Shipley Health Centre to our current accommodation and size.

The practice is part of NHS Bradford, Airedale and Leeds PCT Cluster. The PCT is based at Douglas Mill, Bowling Old Lane, Bradford.

It is our intention to offer a first class quality primary care service to all our patients. In order to achieve this, the practice has tried to keep abreast of current developments and there is a large variety of services available to you.

Our philosophy of primary care depends upon a good working relationship between our patients and the practice. Every effort will be made to accommodate your reasonable requirements but the practice does request you to be mindful of your responsibilities as a patient in order that everybody can gain benefit from the system.

Our aim is to provide up-to-date family medicine without losing the important quality of personal care. This booklet is to help you get the best from the services available.

LISTENING TO PATIENTSDuring the last 12 months patients told us they were unhappy with the phone service and the booking of appointments. This was mainly about lengthy queues to get through to reception. In response to this the partners have invested in additional staff and a new telephone system. Further investments during 2012 will see the introduction of an in-house pharmacy, refurbishment to the reception area and our consulting rooms.

SUMMARY OF SERVICESWestcliffe Medical Practice provides what are known as 'extended services'. This means that as well as providing routine general medical services we also provide specialist services, in that most of our GPs have had additional training in specific disease areas such as Diabetes, Cardiology, ENT, Urology, Care of the Elderly, Dermatology and Minor Surgery. These kinds of extended services are also provided to patients registered with other GP practices. Patients are referred to Westcliffe by their own GP in order to access what has historically been provided by a Consultant Specialist and/or in a hospital setting. In addition the practice provides diagnostics such as echocardiograms and various therapy services including chiropody and physiotherapy. We also have support services such as our New Horizons (elderly support group run by its members) and smoking cessation group sessions and healthy eating classes. You can also access various Consultant outpatient clinics at Westcliffe, again providing services to other practice's patients as well as our own. We plan to continue to expand the range of services available to our patients, as well as those registered with other practices, and hope to introduce some new services in the next 12 months.

The practice works hard to ensure high quality care to its patients. We routinely achieve maximum points on the various national and local clinical performance markers. We also welcome your feedback on our services - good or bad - this helps us to continue to improve the patient experience.

During 2011 we established a patient forum. The group now meets monthly with the practice manager to help develop services. If you are interested in being involved please let reception know.

Visit our website: www.westcliffemedicalcentre.co.uk

THE PARTNERSThe practice is owned and managed by a group of partners under a General Partnership - this is not limited partnership.

Dr Mary M Cuthbert (female) MB ChB MRCGP DRCOG (Manchester 1979)

Dr Sara H Humphrey (female) MB ChB MRCGP (Leeds 1990) DFFP

Dr Matthew R Fay (male) MB ChB (Leeds 1992)

Dr Esther M Dalton (female) MBBS BSc DRCOG MRCGP (London 1993)

Dr Richard J Dawson (male) MB ChB (Leeds 1998) PG Dip ENT MRCGP

Dr Ruth A Stockwell (female) MB ChB DRCOG MRCGP

Mrs Julie Winterbottom Postgraduate Diploma, DMS

THE PRACTICE TEAMDr J Gavin Craig (male) MB BCh BAO FRCP MRCGP (Belfast 1970)

Dr Ian P Rutter OBE (male) MB ChB MRCGP (Leeds 1976)

Dr Matt Pickering (male) BSc (Hons) MB ChB DRCOG DipMedEd Cert Sport Inj

FRSPH FHEA MIFL

Dr Darren Simpson (male) MBChB MRCGP DPD

Dr Angela Wityszyn (female) MBChB DRCOG DFFP JCPTGP MRCGP

Sr Ghislaine Young (female) Senior Nurse Clinical Partner

Advanced Nurse Practitioner MSc RGN RHV NP

Sr Lynn Kitson (female) Advanced Nurse Practitioner

Sr Sultana Bi (female) Advanced Nurse Practitioner

PRACTICE AND BUSINESS MANAGERJulie Winterbottom

The practice manager organises the services of the practice so that it runs smoothly.

ASSISTANT PRACTICE MANAGERDebbie Shaw

RECEPTIONISTSBarbara Poppleton (Reception Manager) Manda Bean Kathryn Pearson Christine Pollard Carol ButcherMarylyn Sugden Catherine Spencer Lee-Ann Cunningham Lynda TaylorDiane West

They make appointments, prepare repeat prescriptions and deal with requests for home visits and general enquiries. They aim to provide a link between you and the doctor. Please try to help them to help you.

ADMINISTRATIVE STAFFRachel Clarke Teresa Rossi Karen Taylor Michele ParrishManda Bean Julie Sunderland Julie Hollingsworth Abida Kausar

For the latest information: www.westcliffemedicalcentre.co.uk

NURSING STAFFADVANCED NURSE PRACTITIONERWe have three nurse practitioners all trained to advanced levels. All are able to see and treat patients with a wide variety of conditions and can refer to hospital and prescribe where appropriate. Sister Ghislaine Young has a special interest in women's health, family planning, asthma, chronic lung problems and angina. Sister Sultana Bi's special expertise is in minor injuries and acute conditions, and Sister Lynn Kitson specialises in long-term conditions, palliative care and care of the elderly. She also performs most of the home visits for the practice.

PRACTICE NURSESSuzanne Hutchinson (Practice Nurse), Clair Ryder (Practice Nurse), Bernie Cahill (Health Care Assistant) and Michelle Haresign (Health Care Assistant) and Abida Kauser (Health Care Assistant).

Our nurses work in the medical centre, helping with health checks (providing a range of advice from diet and exercise to stopping smoking), blood pressure and ECG recording, blood tests, cervical smears and immunisations. They are involved in running specialist clinics for diabetes, COPD, mental health and vascular health checks.

HEALTH VISITORSSandra Cahill (Health Visitor), Gill Warin (Health Visitor), Azirun Nessa (Assistant) and Marie Hall (Nursery Nurse), Telephone: 323848

These are specially trained nurses concerned with the health of people of all ages, particularly children aged under five, their parents, the elderly and the handicapped. Health visitors make home visits and give advice and information on health matters.

They run Parentstart and baby massage groups.

DISTRICT NURSING TEAMDistrict Nurse (Team Leader) Sister Lesley Burnett

Community Staff Nurses Laila Brett

Helen Hardaker

Christine Foxall

Louise Jones

Claire West

Health Care Support Worker Lorraine Wilkinson

Telephone: 580886 Fax: 322467

These nurses provide general nursing care to patients who are ill at home or housebound. They also run daily clinics at the medical centre, where they perform ear syringing, injections and dressings.

PHARMACISTWe have a practice pharmacist - Duncan Petty - who supports the doctors following prescribing guidelines and medication reviews. We also have an in-house pharmacy service.


TRAINING AND TEACHINGThe practice is involved with the teaching of medical students and also with further training of doctors (already fully qualified and with several years of hospital experience) who intend to make a career in general practice. These doctors, known as registrars, are attached to the practice for six months at a time. Please accept them as one of us. The receptionist will tell you if the doctor you are seeing is a registrar.

Occasionally a video recording of a consultation is made for training the registrar or student. In the event of this taking place your consent will be asked for and if you do not wish to take part in this, the recorder will be switched off.

HOW TO SEE THE DOCTORWe do not offer a walk-in service, please pre-book an appointment - for urgent matters that need to be dealt with that day please phone to speak to the on-call doctor and if the doctor thinks you need to be seen he/she will arrange to see you later that day.APPOINTMENTSTelephone 01274 580787 or book on-line

• Select Option 3 on our phone system to book an appointment with the doctor or nurse.

• Alternatively you can book and cancel appointments on-line - ask at reception for your password and login details.

• Between 8.00 - 10.00am Monday to Friday you can queue for a telephone consultation with the on-call doctor, by selecting Option 4 on our phone system.

• Throughout the week each doctor offers telephone talk times when you can ring and queue for a telephone consultation - ask reception for the schedule.

• When you attend your appointment you can book yourself in by using our touch screen in reception, It is easy to use; ask for help if needed.Our Promise To You

• We will routinely offer you an appointment within 48 hours of your request. We cannot guarantee this will always be at a convenient time for you or be with your preferred choice of doctor or nurse

• We will deal with your appointment request in one telephone call; you will not be asked to ring back another day in order to book that day's appointments.

• You can book appointments with a doctor or nurse up to six weeks in advance.

• Repeat prescriptions will be ready for collection 24hrs after the request is placed

• All urgent cases will be dealt with on the same day by our on-call doctor. This will usually involve a telephone consultation in the first instance.Your Promise To Us

• Please cancel appointments if you no longer need them so we can offer to patients who do. Should you repeatedly fail to attend or cancel appointments, we will have no alternative but to remove you from our patient register.

• Please arrive on time for your appointment.

• Please book double appointments if you want two family members seeing at the same time, and more for more family members.


SURGERY OPENING TIMES

Monday 7.30am - 7.00pm

Tuesday 7.30am - 7.00pm

Wednesday 7.30am - 7.00pm

Thursday 8.30am - 7.00pm

Friday 8.30am - 7.00pm

Saturday 8.30 - 11.00am

TELEPHONE ADVICEThe doctors can often give advice on the telephone. Throughout the week each doctor has allocated slots for telephone consultations. The receptionists will advise the most suitable time for you to speak to the doctor. This is a daily service. We also operate an on-call service where you can speak to a GP who can deal with your medical needs over the phone or when appropriate book you an appointment to attend the surgery.HOME VISITSTelephone: 580787 BEFORE 10.30am

These are for patients who are housebound or whose condition would deteriorate by travelling. We DO NOT offer this service for childcare problems, transport problems or financial difficulties. We expect children to be brought to the surgery. They can be seen quickly and in the most appropriate surroundings, where action can be taken immediately if needed. We have appointments available every day and we will see your child at short notice. Advanced Nurse Practitioner, Sister Lynn Kitson deals with the majority of the home visits as she specialises in long-term conditions, palliative care and care of the elderly.NIGHTS, WEEKENDS, BANK HOLIDAYS AND EMERGENCIESTelephone: 580787 if you need a doctor urgently out-of-hours.

Out-of-hours services are not provided directly by the practice. It is the responsibility of NHS Bradford & Airedale to commission this aspect of your care. You can access the out-of-hours service by ringing the surgery on the usual number 580787. Your call will be connected from 6.00pm each weekday until 8.00am the following morning, all day Sunday and Bank Holidays and after 10.30am on a Saturday. NHS Direct provide a 24-hour helpline on: 0845 4647 and online at: www.nhsdirect.nhs.uk

Patients can also access Hillside Bridge Walk-in Centre during working hours as well as out of hours at: 4 Butler Street, West Bradford BD3 0BS.

Telephone: 0845 121 1024

REPEAT PRESCRIPTIONSWe operate a computerised repeat prescription system for patients taking regular medication.A repeat prescription may be ordered by phone, by pressing Option 2 on our phone system or alternatively you can request repeat scripts on-line. Ask at reception for your login and password. You can also post your repeat prescription slip in the box provided at reception or join one of the local pharmacy repeat prescribing schemes, they will manage your repeats for you, with collection and delivery free of charge.Every few months your doctor will need to see you, to see if any changes need to be made to your medication.


HELP US KEEP YOUR MEDICAL RECORDS UP TO DATEYou can help us keep you medical record up to date by completing questionnaires on your health on-line via our website including giving us regular readings such as home tested blood pressure and weight and height measurements. You can also let us know on-line if you have changed your address or telephone number. It is important these details are kept up to date in case we need to contact you. We are also planning to send patients messages and appointment reminders by text. Why not sign up to this scheme! You can also do this on-line.

SICK NOTESFor your first week of sickness you do not need to see a doctor for a sick note. This can be obtained from your employer and is called an SC2. If your employer insists on a doctor's sick note for the first seven days there will be a charge.

EVIDENCE THAT YOU ARE SICK If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay).It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a ‘Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise. You could also provide evidence from someone who is not a medical practitioner, eg a dentist. Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.

STATEMENT OF FITNESS FOR WORK - ‘FIT NOTE’The ‘fit note’ was introduced on 6 April 2010. With your employer’s support, the note will help you return to work sooner by providing more information about the effects of your illness or injury. For more information see the DirectGov website.

FAMILY PLANNINGAll our doctors can advise on all methods of family planning, including the pill, coil, cap, injection, implant and sterilisation. Dr Cuthbert, Dr Humphrey, Dr Wityszyn and Dr Stockwell give advice on, and the fitting of coils. The practice nurses can also administer the contraceptive injection. We also specialise in the fitting of the contraceptive implant.We can also advise people considering becoming pregnant. Our advanced nurse practitioner, Sister Young, is also available for family planning advice and specialises in fitting caps.

MATERNITY SERVICESIf you think you are pregnant you should see a doctor in a normal surgery appointment. Where relevant they will refer you to antenatal care.Antenatal clinics with the midwife are held on Wednesday afternoon (new patients) and Thursday morning for routine appointments.

THERAPY GROUPSNEW HORIZONSThis is a group for our more mature patients who meet on a weekly basis at Westcliffe Medical Centre (Thursday 1.00 to 2.30pm). The group is run by patients for the patients. It provides a chance for individuals to chat, relax and make the most out of life.Please ask at reception if you are interested.


SMOKING CESSATIONThe single most important thing that you can do to improve your wellbeing is to stop smoking. At Westcliffe Medical Centre the smoking cessation team strive to provide advice and support for those clients wishing to quit smoking. For further details ask at reception.

CHILD HEALTH AND IMMUNISATIONSBaby clinics are held on Tuesday morning between 9.30 - 11.30am and Thursday afternoon between 1.30 - 3.30pm. Immunisation clinics are held weekly on a Wednesday morning between 9.30 - 11.30am. The doctors all feel very strongly that it is essential to protect children by making sure they have the full programme of immunisations. There is a computerised call-up system and most children will receive an automatic appointment through the post at the right time. If, for any reason, you cannot keep this appointment please contact the surgery and arrange a suitable alternative time.If you feel that your child is overdue an injection, please contact the nurse to discuss it.VACCINE SCHEDULE It is the policy of our practice to immunise babies and children against infectious diseases. 2 months old Diphtheria, tetanus, pertussis (whooping cough), polio and Haemophilus influenzae type b (Hib), Pneumococcal infection3 months old Diphtheria, tetanus, pertussis, polio and Haemophilus influenzae type b (Hib) Meningitis C (meningococcal group C)4 months old Diphtheria, tetanus, pertussis, polio and Haemophilus influenzae type b (Hib), Meningitis C, pneumococcal Infection Around 12 months Haemophilus influenzae type b ( Hib) and Meningitis CAround 13 months Measles, mumps and rubella (German measles), pneumococcal infection3 years 4 months to Diphtheria, tetanus, pertussis and polio, measles, mumps and rubella5 years old13 to 18 years old Tetanus, diphtheria and polioChild development and health checks are performed by doctors and health visitors by appointment.

ADULT IMMUNISATIONSTRAVELThe practice nurses can administer your travel vaccinations. The nurses can help you check which vaccinations you require by logging onto the Sanofi Pasteur website during your consultation. The practice takes no responsibility for the accuracy of the information on this website. It is advisable to make an appointment with a nurse six weeks before travelling. You can also obtain advice by visiting www.masta.org (they may charge for this service). It remains your responsibility to ensure you have had the appropriate travel vaccinations.It is important to realise that no vaccination will give 100% protection, though some are more efficient than others. Antibody levels, which protect against disease, take time to develop; some vaccines require two or more injections to achieve a satisfactory result.Not all immunisations for travel are available as part of the NHS and a fee may be charged.INFLUENZA IMMUNISATIONThe practice offers influenza vaccination. Patients over 65 years and those in an at risk group, providing they are not allergic to eggs, are strongly encouraged to have the injection as they are free of charge to all patients in this group.These injections are given each winter beginning in early October. One injection protects at least one year against the three most prevalent strains of influenza virus currently circulating. Since this ‘cocktail’ may change each year, annual immunisation is advised. Patients who are elderly or have asthma, diabetes, persistent heart or lung problems or other debilitating diseases are strongly advised to have this vaccination.


PNEUMOCOCCAL IMMUNISATIONWe also offer vaccination against a particular germ which can cause a severe form of pneumonia. Anyone can get pneumonia but people in the following groups are more likely to suffer serious ill effects: aged 65 or above, persistent lung problems, heart problems or diabetes. Patients in the above groups are strongly encouraged to have the injection as they are free of charge to all patients in these groups. The injection is just given once for long-term protection.

CERVICAL CYTOLOGYAll women are recommended to have three-yearly cervical smears between the ages of 25 - 49 years and five-yearly if aged 50 - 64 years. You will be notified by post when your smear is due. Smear tests are performed by the practice nurses, nurse practitioners and the doctors.

HEALTH PROMOTION SERVICESELDERLY PERSON SCREENINGFacilities are available for the screening of our patients over the age of 75 years.HEALTH PROMOTIONHealth promotion clinics and screening of lifestyle activities are performed by our practice nurses. You can make an appointment at reception for any of these services without being referred by the doctor. The areas that we cover include:Smoking Alcohol Stress managementDiet Well person checks MenopauseExercise Blood pressure screeningIt is always better to prevent disease than to try and treat its consequences.We also have disease management clinics for asthma, diabetes and coronary heart disease which are run jointly by the doctors and nurses.

HEART DISEASE AND STROKE PREVENTION PROGRAMMEOur aim is to enable our patients to lower their incidence of heart disease and strokes. You will be asked to fill in a health questionnaire to help us to help you.Remember, the important health risk factors are:Smoking Raised blood pressureExcessive alcohol consumption Above average cholesterolLack of regular exercise Hereditary factorsIn order to lower your risk we recommend that you do not smoke. The practice offers one-to-one counselling to help smokers to stop.Be aware of the recommended maximum weekly amounts of alcohol consumption (28 units for men and 21 for women). If you eat sensibly and increase your intake of fruit, vegetables and foods rich in fibre, as well as cutting down on animal fats (cholesterol) and sugar, it will be beneficial both for weight control and for your general health.Staying active can help in coping with stress and anxiety. It is thought to lighten depression as well as being a good way of enriching your social life.It can also actually help to reduce your risk of heart disease.The practice nurses (who all have special interests and qualifications) play a key role in this important project.If you would like to find out more about any of these services please ask at reception.



MINOR SURGERYA range of these procedures is available in the surgery. They include removal of small lumps, bumps, cryosurgery, removal of toenails and joint injections.

Vasectomy is also available.

Please make an appointment with the doctor in our ordinary surgery to discuss arrangements for minor operations.

NON-NHS HEALTH SERVICES- Private insurance medical examinations - Adoption/fostering medical examinations

- HGV, PSV medical examinations - BUPA claim forms

- Passport forms - Holiday travel packs

These can be dealt with by the doctors but a fee is chargeable.

A list of charges recommended by the British Medical Association is available.

ACCESS FOR THE DISABLEDAccess is available via the main entrance from the Asda car park. A wheelchair is available for use in the surgery. Please ask at reception.

PARKINGPay and display parking is available via a Bradford Council Car Park immediately outside the practice boundaries. The practice holds no responsibility for this car park.

NEW REGISTRATIONSNew patients are asked to complete a lifestyle questionnaire when applying to join our list. We also like all new patients to have a health check with the nurse. This helps ensure we understand your health needs and therefore helps us provide the right care for you. You can, of course, see the doctor if you have an urgent problem.

CHANGE OF NAME, ADDRESS OR TELEPHONE NUMBERPlease notify us of any change of your personal details so that we can amend our records. You can do this on-line via our website or by letting reception know. It is essential that we have your telephone number as we may need to contact you. In order to provide the level of service we want, and to stop our list from increasing too much, we have had to draw up a practice boundary which will limit the distance that we can travel for home visits. In some cases when you move house this will take you outside our practice area. In these circumstances we will unfortunately have to ask you to re-register with another practice nearer to your new home.

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P H A R M A C Ywestcliffe

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Westcliffe Pharmacy

Westcliffe Road Shipley BD18 3EE

Tel 01274 593298 Fax 01274 609684P H A R M A C Ywestcliffe

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PATIENTS' SUGGESTIONS AND COMPLAINTSWe are committed to improving patient care with better use of resources within the NHS. You can see, therefore, that we aim to provide a high quality service and we are very interested in hearing any constructive comments you may have.A suggestion box for this purpose is situated in the waiting area along with patient feedback boards for you to use.The practice has a complaints procedure and we always welcome the opportunity to deal with any part of our service that is causing you concern.Please contact our Business Manager, Julie Winterbottom by letter or via reception to take advantage of this service. Your complaint will be investigated quickly and we will advise you of the findings within 14 days. You will also be advised on how to proceed should you wish to take your complaint further.

PATIENT FORUMSince August 2011 the practice has had an active patient forum. Please see the practice website and notice board in reception for more information on the group’s activities and how you can get involved if you are interested in doing so.

PATIENT INFORMATION/CONFIDENTIALITYYou have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).You also have the right to ask for a copy of all records about you (you may have to pay a fee).Everyone working for the NHS has a legal duty to keep information about you confidential. We have a duty to:• Maintain full and accurate records of the care we provide to you• Keep records about you confidential, secure and accurate• Provide information in a format that is accessible to you (ie, in large type if you are partially sighted).We may share information with the following main partner organisations:• Strategic Health Authorities• NHS Trusts (Hospital, PCT)• General Practitioners (GPs)• Special Health Authorities • Ambulance Service• Out-of-Hours ServicesWe may also share your information, with your consent and subject to strict sharing protocols about how it will be used, with Social Services, Education Services, Local Authorities, Voluntary Sector Providers, Private Sector.We will not share information that identifies you for any reason unless: you ask us to do so; we ask and you give us specific permission; we have to do this by law; we have special permission for health or research purposes or we have special permission because the interests of the public are thought to be of greater importance than your confidentiality.The people who care for you use your records to:• Provide a good basis for all health decisions made by you and care professionals• Allow you to work with those providing care• Make sure your care is safe and effective• Work effectively with others providing you with carePlease ask at reception for a leaflet giving further information about patient information and confidentiality.


ZERO TOLERANCE POLICYWe operate a zero tolerance policy. Should a patient or visitor show any verbal or physically threatening, violent or abusive behaviour, to any member of staff or other persons present on the premises, or in a place where treatment is provided, they will be removed from the practice list immediately and legal action may be taken against them.The practice does not discriminate on the grounds of race, gender, social class, religion, sexual orientation, appearance, disability or medical condition and expect staff, patients and visitors to adhere to this approach.

FREEDOM OF INFORMATION - PUBLICATION SCHEMEThe 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.

VISIT OUR WEBSITEYou can book appointments via our website and request repeat prescriptions. You can also help us keep your medical record up to date by completing questionnaires about your health and giving us regular readings such as home tested blood pressure and weight and height measurements. As well as giving us feedback on your experience of our services. The surgery website is a most effective way of giving our patients access to help and the latest information 24 hours a day, seven days a week. It contains complete information about all the services we offer. It also details how the practice is organised and introduces our doctors, other medical and administrative staff and describes their various responsibilities. For easy, convenient access to our website, bookmark or place our website address in your favourites folder today.

PATIENT'S CHARTERThe Department of Health has introduced the Patient's Charter which sets out quality standards for all areas involved in the provision of health care.Naturally we hope that the service we provide will always comply with these standards.

HOW WE USE YOUR HEALTH RECORDSPlease ask at reception for a leaflet that explains:• Why the NHS collects information• About you and how it is used• With whom we may share information• Your right to see your health record• And how we keep your records confidential

YOUR RIGHTSAs a patient using general medical services of the National Health Service you have the following rights:• To be registered with a family doctor.• To change your doctor easily and quickly.• To be offered a health check: - When joining a doctor’s list for the first time. - At a yearly home visit if you are aged 75 years or over and cannot get to the surgery; available on request.• To receive emergency care at any time through a family doctor.• To have appropriate drugs and medicines prescribed.• To be referred to a consultant acceptable to you when your family doctor thinks it necessary, and to be referred for a second opinion if you and your family doctor agree this is desirable.


• To have access to your health records, subject to any limitations in law.• To know that those working for the NHS are under a legal duty to keep the contents of your health records confidential.• To choose whether or not to take part in medical research or medical student training.• To be given detailed information about local family doctor services through the Primary Care Trust's local directory.• To receive a copy of the doctor’s practice booklet, setting out the services they provide.• To receive a full and prompt reply to any complaint you make about NHS services.

QUALITY SERVICES FOR PATIENTS• The practice is dedicated to a quality policy to achieve the health services which meet the requirements of our patients.

• In particular: - Patients have a right to be greeted in a friendly and welcoming manner in all circumstances. - Patients have a right to confidentiality. - Patients should usually be seen within 20 minutes of their appointment time. Where there is likely to be a longer delay, the patients have a right to be informed. - Patients have the right to be informed of the likely waiting time on arrival for their appointment. - Patients have the right to be treated with courtesy by GPs, employees and other providers of health services both inside and outside the practice. - Patients have the right to information about their own health; particularly any illness and its treatment; alternative forms of treatment; possible side effects of treatment; duration and development of the illness; likelihood of recovery; how to prevent or avoid the illness recurring; and any other information the patient deems appropriate to request from any GP, consultant or other doctor in the health service. Above all, patients have the right to ask questions, and have them answered, about their own health. - The practice will offer advice and seek to inform patients of steps they can take to promote good health and avoid illness. - The practice will offer advice on self-help which can be undertaken without reference to a doctor in the case of minor ailments. - The practice will inform patients of developments in the practice by means of leaflets which are made available in the practice.

• With these rights come responsibilities and for the patients this means: - Where an appointment has been made, either at the practice or the hospital, a patient is responsible for keeping it or giving adequate notice to the practice or hospital that they wish to cancel, in order that it may be made available to someone else. - A doctor's time is limited and they have many patients to see. It is a responsibility of patients not to delay the doctor unnecessarily and to be aware of other patients' needs to consult. - Each patient should show consideration for other patients. Delays can be reduced by remembering that an appointment is for one person only. Where another member of the family needs to be seen, even if it is regarding childhood ailments or if their symptoms are the same as the first person’s, another appointment needs to be made. - A doctor can see many more patients within surgery than when out visiting. It is therefore a responsibility of patients to come to the surgery for appointments when not prevented by serious illness or infirmity.


- During the course of any surgery there are some patients who need long consultations because of the nature of their illness. A doctor does not know in advance who they might be. Patients in the waiting room should take this into consideration and be patient, for another time, you may need a long consultation which delays other patients. - If a patient is aware that their consultation may be protracted, they should advise reception at the time of making their appointment. - As the receptionists should treat the patients with courtesy and friendliness, so should the patients treat the receptionists. It is not the receptionist's fault if the doctor is delayed. - Each person is responsible for their own health and should take appropriate action (with advice from the practice where necessary) to prevent ill health eg by not smoking.

• Patients' views on the quality and type of services available, both within the practice and from other health service providers, are welcome.

If you have any reason to feel that any of the quality commitments stated previously are not being met, we need to know.

Preferably put your comments and suggestions in writing (the good ones as well as the bad!) and address them to:

Julie Winterbottom Practice and Business Manager

Westcliffe Medical Centre, Westcliffe Road, SHIPLEY BD18 3EE

PRIMARY CARE TRUSTNHS Bradford and Airedale teaching Primary Care Trust is the body responsible for health and health services for the population of the Bradford and Airedale area and can be contacted at:

HeadquartersNHS Airedale, Bradford and Leeds PCT ClusterDouglas Mill, Bowling Old Lane, BRADFORD BD5 7JR

Tel: 0845 111 5000

Fax: 01274 237453

SELF TREATMENT OF MINOR ILLNESSES AND ACCIDENTSWe hope you will find this section helpful. It explains simple treatments for minor illnesses and accidents which are likely to occur in every family from time to time, and will help you to cope with these at home without the need to consult a doctor.

ANTIBIOTICSAntibiotics only work on bacteria and are without effect on viruses. Unfortunately, this means that the common infections like coughs, colds and flu etc, will not be helped by them at all. The correct treatments are the simple remedies outlined on these pages. Overuse of antibiotics may lead to their not working in future and more complications like thrush, skin rashes etc. It can also encourage 'superbugs', which are resistant to treatment, to develop e.g. MRSA.


COLDS AND FLUThere is no cure for the common cold or flu. Antibiotics are of no value.

If you have a cold, drink plenty of fluids and take ibuprofen or paracetamol if you have a headache, are aching or are running a temperature, but remember, not on an empty stomach.

Products to relieve the symptoms of your cold or flu, such as decongestants etc, often cost less than prescription charges and are readily available from the chemist. You should be improving after seven to ten days and usually better by two weeks. If you are getting worse instead of better by then you will need to be seen. Flu vaccine is available for high risk patients (from October - January).

COUGHSThese can be soothed by a drink of honey and lemon juice in hot water. Steam inhalations can be worthwhile. If you become breathless, wheezy, or start bringing up blood, are experiencing chest pain or shortness of breath, arrange an appointment at the surgery.

TEMPERATURESThis is a common feature of many infections such as a cold or the flu. If it persists after 72 hours, especially in the young, old or frail, this may indicate a complication, and the doctor should be consulted. A high temperature is uncomfortable, so measures to reduce it are helpful, and should be used especially in children. Give plenty to drink but don't worry if they don't eat for a few days. Cool the child down by removing clothes and sponging with TEPID water. Keep in a room that is not too warm. Use a fan if available. Give paracetamol or ibuprofen regularly. Children under 16 years of age should not be given aspirin. We are aware of how worrying it can be to have a sick child. If you are concerned about your child we will always see the child on the same day at the surgery.We do ask that, whenever possible, you bring your child to the surgery rather than requesting a home visit. A child will come to no harm by being brought to the surgery and can usually be seen sooner. Your co-operation in this matter is greatly appreciated.It is always wise to keep a supply of children's paracetamol (Calpol or Disprol) at home. Paracetamol reduces a child's temperature, so should be given regularly, according to the recommended dosage, whenever a child has a temperature. For most minor illness in childhood this is the only treatment required.

EARACHE IN CHILDRENEarache can be a very distressing symptom for both the child and the parent. In most cases pain relief with paracetamol and/or ibuprofen is all that is needed. We treat very few ear infections with antibiotics at present as this has very limited benefit and can lead to future allergy or resistance.

SORE THROATSMost are caused by viral infections which do not respond to antibiotics. With simple treatment the patient normally gets better in seven to ten days. You should suck soothing throat pastilles and take frequent drinks. Rest your voice and avoid smoke. If over 16 years of age gargle with soluble aspirin or paracetamol. Most sore throats will settle with this treatment. If the symptoms persist you may need an appointment with your doctor.

SICKNESS AND DIARRHOEAThis usually settles in one to three days and we recommend avoiding all food for 12 to 24 hours, giving plenty of fluids frequently and in small amounts. If the vomiting is very frequent, special fluids such as Dioralyte prevent dehydration and are available at the chemist. Do avoid milk, dairy produce and fatty/


spicy foods when you start eating again. Instead try dry bread, toast, thin soups, potato, chicken etc. If the diarrhoea does not settle, try natural yoghurt (you can flavour it if you like). Stomach colic can be eased by paracetamol and will settle in a few days.Diarrhoea in very young children and babies needs careful attention. Most babies have loose bowel action during their first six months, due to their predominantly liquid diet. Sudden bouts of unusually watery diarrhoea should be treated by taking the baby off solids and feeding it cooled boiled water only, Dioralyte or breast milk. If the symptoms persist for more than 48 hours, or are accompanied by vomiting or weakness, consult your doctor. If you are on blood pressure and/or water tablets it may be advisable to stop them while unwell.

STOMACH ACHEMost attacks are not serious and are usually caused by indigestion or wind.

A hot water bottle will often relieve the symptoms and in the case of indigestion a teaspoon of bicarbonate of soda in half a glass of water will help. Antacids eg Rennies may also help. If the pain lasts for longer than eight hours or increases in intensity you should consult your doctor.

INSECT BITES AND STINGSCool the bitten part as soon as possible (with ice if you can) to reduce the inflammation and repeat this as often as you wish. Bee stings should be scraped away rather than plucked in order to avoid squeezing the contents of the venom sac into the wound. Antihistamine tablets are available from chemists cheaply without prescription and will relieve itching and local swelling. Take them regularly for two or three days.

TOOTHACHEIf you have toothache you should consult your dentist. Doctors are not trained in the management of dental problems. You should ask your dentist how to contact him in an emergency. If you have any problems after you have had dental treatment, you should consult your dentist who will be able to give you expert advice and treatment. If, when he has seen you, he thinks you have a medical problem, he will advise you to see a doctor.

NOSEBLEEDSSit in a chair, leaning forward with your mouth open, and pinch your nose just below the bone for 10 minutes non-stop. This should stop the bleeding. Avoid hot food or hot drinks for 24 hours and do not blow the nose. If symptoms persist, consult your doctor. If a nosebleed goes on for more than 20 minutes you should phone a doctor for advice.

BURNS AND SCALDSIMMEDIATELY drench with cold water. DO NOT WASTE TIME REMOVING CLOTHES OR PHONING THE DOCTOR. Keep cooling the burned part until it is comfortable; this may take 10-20 minutes, or longer if clothing is thick. If the skin is unbroken but blistered, apply a loose, dry dressing. Take paracetamol for the pain.

Minor burns/scalds may be treated at home. Severe burns need professional advice; therefore you should take the patient to the Casualty Department at your local hospital as soon as possible.

SPRAINSFirst, apply a cold compress, containing ice if possible, for 15 to 30 minutes to reduce the swelling. Apply a crepe bandage firmly, 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. Simple painkillers such as paracetamol may help.


SUNBURNTreat as for other burns with cold water to remove the heat. Calamine or aftersun lotion will relieve the irritation, whilst paracetamol will also help. Babies and children are particularly susceptible to sunburn and great care should be taken to avoid overexposure to the harmful effects of the sun, which can cause skin cancer to develop.

Particular care should be taken when abroad, but it is possible to become badly sunburned in the U.K. Sunburn can be prevented by the use of protective sun lotions.

RASHESRashes NOT ASSOCIATED WITH ILLNESS, or appearing within a few days of taking medicines (prescribed or not), are unlikely to be important. If the rash follows taking a course of medicine, you should stop it at once and contact the surgery for advice. If it is very itchy, it is likely to be due to an allergy.Antihistamines (available without prescription from your pharmacist) may make you feel more comfortable.

CHILDHOOD RASHESMost pink blotchy rashes are due to viral infections and are of little importance unless the child appears ill. If the child is obviously unwell and has a rash they should be brought to the surgery.

CHICKENPOXOn 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 the patches. During the next three or four days further patches will appear and the earlier ones will turn 'crusty' and fall off. The condition is infectious until all spots have dried up. Simple treatment is usually all that is required. Itching can be soothed by calamine lotion or, if it is severe, antihistamines like Phenergan or Piriton (which are available at the chemist) may help to soothe the skin but will not get rid of the condition any quicker.

MUMPSThis illness is usually quite mild and simple treatment is all that is required. Usually the swelling is on one side of the face just behind the angle of the jaw; the other side may swell after a few days.There may be swelling under the chin on either or both sides. A few people have stomach pains or headaches with mumps. If this is mild, simple home remedies will help. If the pain is severe you should see a doctor.Immunisation can prevent this disease.

For the latest information: www.westcliffemedicalcentre.co.ukSR/JC 11.17 (eBook) S35226K

NOTES

The practice would like to thank the various advertisers who have helped to produce this booklet. However, it must be pointed out that the accuracy of any statements cannot be warranted, nor any products or services advertised, be guaranteed or endorsed.

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