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The Royal Crescent Surgery

A guide to our services

Telephone: Fax: Web: Email: 01242 580248 01242 253618 www.royalcrescentsurgery.nhs.uk the.secretary@gp-L84059.nhs.uk

Opening Hours: Monday to Friday 8am until 6pm Monday evenings 6.30 - 7.50pm Second Saturday of the month 9.15 - 11.40am

This practice is within the Gloucestershire Primary Care Trust area

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Welcome
The Royal Crescent Surgery serves the whole of Cheltenham as well as some surrounding villages. The practice is thought to be the oldest in Cheltenham, dating back to Mr Thomas Minster in 1800. He was the first Public Vaccinator in Cheltenham at the time of Edward Jenner, discoverer of the smallpox vaccine. Dr Thomas Cottle joined Mr Minster in partnership in 1835 at Cambray Place. After Mr Minster retired, Dr Cottle practised at his home in Pulteney Villa, Winchcomb Street and visited patients as far away as Coberley and Cowley in his pony and trap. One winter he walked through snow to attend an itinerant lady living in a tent on Leckhampton Hill. Shortly after World War II the practice moved to its present home at number 11, a fine Regency building which was the home and consulting rooms of Dr Henry Charles Boisragon, Physician Extraordinary to King George IV. He was the most eminent doctor in Cheltenham in the early 1800s and treated wealthy private patients including the Duke of Wellington. A fuller history can be found on the practice website. www.royalcrescentsurgery.nhs.uk Today our team comprises four GPs, two practice nurses, one healthcare assistant as well as our practice manager, secretaries and administrative and reception staff. We offer a full general practice service including a travel clinic and run specialist clinics for babies and young children, patients suffering from diabetes, asthma, cardiac and lung problems. The doctors also have clinics for patients needing cryotherapy and minor operations. Other appointments are available with our health visitors, midwives and senior mental health triage nurse. At the Royal Crescent Surgery we aim to treat all our patients promptly, courteously and in complete confidence. This leaflet is both for existing patients and for those considering registering with us. It gives you the information you need about how our practice operates.

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How to register
If you live in our practice area and would like to register with us, please complete one of our registration forms available from reception. We require two forms of identification, one of which should include your photograph ie a passport or driving licence. We have a car park at the rear of the building, off St Georges Place which is primarily for the use of the less mobile, expectant mothers, and parents of young children. The car park includes a designated space for Blue Badge holders. It is essential that the doctors have free access to and from their designated spaces at all times for emergency visits.

Contact Gloucestershire Primary Care Trust 08454 221500 for any services we do not provide.
N

Our practice area

M5

BISHOPS CLEEVE

SOUTHAM SWINDON VILLAGE

SPRINGBANK

PRESTBURY

ROYAL CRESCENT

C GLOU

ESTE

R
UP HATHERLEY M5 GENERAL HOSPITAL CHARLTON KINGS

SHURDINGTON

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Clinics
We run a range of clinics. For an appointment or information, please call us on 01242 580248. Antenatal: This clinic is run by the midwife on Wednesdays and Thursday afternoons. If you become pregnant, you will be given a booking appointment with the doctor after which you will be seen regularly throughout your pregnancy by the doctor and midwife. Baby Clinic: Tuesdays 9.00 - 11.40am. All new babies are invited for regular check-ups and immunisations from eight weeks old. Health Visitors: Parents of children under school age can book appointments to see the Health Visitor on Wednesdays from 11.00 - 12.45pm. Minor Surgery: Minor operations are carried out in our treatment room. Please discuss this with your doctor who will arrange for you to be given an appointment. Diabetic patients: Diabetic patients can book appointments with our diabetic specialist practice nurse Sister Kim Outhwaite for advice and general health check-ups. Asthma: Patients with asthma may book appointments with asthma

specialist practice nurse Sister Bernice Holland for expert monitoring, advice and support. Stopping Smoking Advice: Advice and support is available from both our practice nurses and our healthcare assistant. Appointments can be booked during normal surgery sessions. Hypertension: Patients with higher than average blood pressure can make appointments with the practice nurses or our healthcare assistant in order to have their blood pressure monitored. Travel Clinic: The Royal Crescent Surgery is a registered Yellow Fever Vaccination Centre. Our nurses have all the expertise and first-hand information at their fingertips to advise and give all the protection you need for travel abroad. Wherever you are planning to travel in the world, you can book a telephone call with one of our nurses to discuss what immunisations or medication may be necessary for your particular destination. Other healthcare services: Primary care services not available at our practice are provided by Gloucestershire Primary Care Trust, Sanger House, 520 Valiant Court, Gloucester Business Park, Brockworth, Gloucestershire GL3 4FE Telephone 08454 221500

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Appointments
Ring our main number 01242 580248 to book an appointment. You can book appointments on line from your home computer if you have registered for our EMIS Access system. Urgent cases are seen on the day. Call us between 8.30-10.00am and a triage doctor will call you back to discuss your problem and invite you in to the surgery if you need to be seen. Routine appointments can be booked ahead. Please be aware that if you wish to see a particular GP, there may be a longer wait. Appointments are for ten minutes. Let us know if more than one person in the family needs to be seen. We can give you a longer appointment if necessary. Tell us if you want someone to accompany you during an examination or a private room to discuss any matters. Remember that the results of tests can only be given to the patient. We also offer telephone consultations with both the doctors and the practice nurses. You can ring and book an appointment to be called back on the telephone number you give us. If you are calling from a mobile phone and have asked a doctor or nurse to call you back, please keep the phone switched on. How you can help us: Be on time for your appointment Tell us if you need to cancel Call for a home visit or urgent appointment before 10am Ring for test results after 10.30am on the test results line 01242 579911 If you cant attend an appointment, it is vital that you tell us in plenty of time to let us know so that we can allocate the appointment to someone else.

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Our team
The partners
Dr Roger Williams
MB, BCh, (Cardiff 1984) Roger is Senior Partner and has been with the practice since 1996. He offers a full range of general practice care and has developed a specialist interest in cardiac health, diabetes, minor operations and cryotherapy, occupational health, dermatology, ENT and palliative care.

Dr Phil Kurlbaum
MD (Hanover 1993) MRCGP (London 2001) Phil has been with the practice since 2004. In addition to full general practice services, he is lead GP in chronic kidney disease, cardiac care, diabetes, minor operations and cryotherapy. He has an interest in occupational medicine. He speaks fluent German.

Dr Val Cogger (female)

BM, DCH, DRCOG, DFSRH, (Southampton 1979) Val became a partner in 2003 but has worked in the practice since 1996. In addition to offering a full general practice service, she has a specialist interest in womens health, full contraceptive services, menopause, osteoporosis, asthma, atrial fibrillation and warfarin monitoring.

Dr Jon Williams
MB, B Ch (Cardiff 1996), DRCOG, DFSRH, MRCGP. Jon joined the practice as a full-time partner in October 2008 although he worked at the practice for four years before that. He offers a full range of general practice care and is lead GP in child health, mental health and learning disabilities.

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Our nursing team

Our highly qualified nurses deal with a range of conditions and health concerns. They are experts in many areas of disease management including diabetes and asthma.

Our office team

Mrs Mandy Lewis, Practice Manager
The practice manager Mrs Mandy Lewis and assistant practice manager Mrs Janet Hawkins will be able to help you with any administrative queries you may have about the way our practice is run. They are supported by our medical secretaries and administrative staff. Our helpful team of receptionists is here to help you. They will answer your phone calls, deal with your enquiries at the front desk and prepare prescriptions for the doctors to sign. Their job is very demanding so if there are delays at the desk or on the phone, please be patient.

Sister Kim Outhwaite, Practice Nurse

Kim works with the doctors to provide a full range of nursing services with particular attention to diabetic patients, heart patients, stroke patients and paediatric care.

Sister Bernice Holland, Practice Nurse

Bernice works alongside the doctors in the practice to provide a full range of nursing services. She specialises in the care of asthma patients, family planning, contraception and paediatric care.

Mrs Sarah Burrows, Healthcare Assistant

Sarah offers a range of ancillary services including taking blood samples, blood pressure monitoring, ecgs, audiogrammes plus smoking cessation and alcohol advice. She assists with minor operations, coil fittings and hormone implants and gives patients new patient health checks.

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Prescriptions
If you take medication on a long-term basis, you can ask for a repeat prescription by accessing our website www.royalcrescentsurgery@nhs.uk Click on Repeat Prescriptions to order your medications on line. You can also order repeat prescriptions at reception by writing down your name and address and what you need and handing it in at reception or posting it in the prescriptions boxes provided in the surgery. Alternatively, you can send your order to us by post with a stamped addressed envelope or fax your request to us on 01242 253618. Please allow 48 hours for prescription requests to be processed. You may be able to order your prescriptions through your regular chemist, who may deliver the medication to your door. You can arrange this directly with your chemist. Please note that we only accept repeat prescription requests by telephone in an emergency.

Specialist and hospital care

If a GP or another member of our health care team believes you need hospital treatment or specialist care elsewhere, the options will be discussed with you and your preferences taken into consideration in order to make the most appropriate referral.

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Your local PCT

The area served by The Royal Crescent Surgery is within the Gloucestershire Primary Care Trust area. The PCT is responsible for ensuring you get all the health services that you need. For details of all primary care services in the area, look at Your PCT Guide to Primary Care Services at www.glospct.nhs.uk/ or get the information you need at www.nhs.uk

Other information
Complaints
We aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. We operate an NHS approved complaints procedure. Ask to speak with whoever you feel most comfortable. Your GP, our practice manager or our reception staff will be happy to help. If matters are still unresolved and you wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event. Our complaints procedure leaflet gives further information on how to complain and what to expect. In the majority of cases, concerns can be resolved quite easily. However if you are dissatisfied with the outcome you have the right to approach the Health Service Ombudsman by writing to: Health Service Ombudsman for England Millbank Tower Millbank London SW1P 4QP Helpline 0345 015 4033 www.ombudsman.org.uk email phso.enquiries@ombudsman.org.uk

Gloucestershire Primary Care Trust, Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, Gloucestershire GL3 4FE Telephone 08454 221500 www.glospct.nhs.uk/

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Patients with particular needs

The lower floor of The Royal Crescent Surgery adjacent to the car park is fully equipped for patients who are less mobile or use a wheelchair. There is a bell to summon assistance at the door. We have a large waiting room with spaces for wheelchairs, a post box where you can leave prescription requests and a touch-screen check-in to let us know you have arrived for your appointment. If you need to talk to one of our receptionists, you may do so using the intercom telephone provided to save you using the stairs. There is a properly equipped disabled toilet directly opposite the waiting room and we have a dedicated parking space in our car park off St Georges Place for Blue Badge holders. A wheelchair is available on request for patients who have difficulty reaching the building from the car park. If you have hearing problems you can use the induction loop at the reception desk.

Patient confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your case and you should never be asked for personal medical information by anyone no involved in your care. You have a right to know what information we hold about you. If you could like to see your records, please speak to our practice manager.

Your local pharmacist

Your local pharmacist will be able to give you free health advice at any time. Many of them offer extended hours on a rota basis. Call NHS Direct for details on 0845 4647.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed immediately, if necessary, from our list of patients.

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How to access information

Any patient who wishes to gain access to his/her practice held records should make an appointment with their normal doctor, indicating this purpose to the receptionist. Proof of identification with photograph, i.e. driving licence, passport, together with proof of current address i.e. utility bill will be required before the records can be shared with the patient. The doctor will answer any questions and explain medical terms. Requests for photocopies of records will be charged for taking into account the staff time and admin costs.

Useful NHS and other services

NHS Dental Helpline 08454 220505 NHS Chiropodist at St Pauls Health Centre 01242 215470 NHS Physio Direct (Cheltenham) 08454 222507 The Carers Project 01452 386283 Social Services Helpline 01452 426868

Treatments at Home
In addition to 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: paracetamol and aspirin (children under 16 and people with asthma should not take aspirin) mild laxatives anti-diarrhoea medicine rehydration powders indigestion remedies sunscreen - SPF 15 or higher a thermometer plasters, non-absorbent cotton wool, elastic bandages and dressings

Freedom of Information Act

The purpose of the Act is to give everyone greater rights of access to information about how public authorities work. You can read about it on our website. Gloucestershire PCT has produced a publication scheme of all documents available to the public on its website at: www.glospct.org.uk For more information about the Freedom of Information Act visit: www.foi-uk.org and our website www.royalcrescentsurgery.nhs.net

Remember
Keep medicines in a secure, locked place out of the reach of children Always read the instructions and use the suggested dose Dont use medicines which are past their expiry date Take all unwanted, out-of-date medicines back to the pharmacy

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Contacting us
The Royal Crescent Surgery
11 Royal Crescent Cheltenham Gloucestershire GL50 3DA Tel: 01242 580248 Fax: 01242 253618 A copy of this practice brochure may be downloaded as a pdf file from our website www.royalcrescent.nhs.uk. You can also download a copy of our newsletter Patient Post or read it on-line.

Other local NHS services

The NHS walk-in health centre for Cheltenham is the Hesters Way Healthy Living Centre, Cassin Way, Cheltenham, Gloucestershire GL51 7SU Tel: 01242 548299 The NHS Direct self-help guide Not Feeling Well? is available at the back of all new Thomson Local telephone directories. Your local pharmacist will be able to give you free health advice without any appointment.

NHS Direct
NHS Direct offers free expert health information and advice 24 hours a day on 0845 4647 or at the website www.nhsdirect.nhs.uk which also offers an enquiry service. For deaf people and those who are hard of hearing, a telephone service is available on 0845 606 4647.

Evenings and weekends

For urgent advice and treatment when our practice is closed, call our usual number 01242 580248 and your call will automatically be put through to the Gloucestershire Out-of-Hours Service.

999 + Accident and Emergency

Publication date: July 2009

Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest accident and emergency department or call 999.

A&E departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment. If you suspect you may have a broken bone you should go straight to A&E where there are X-ray facilities.

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