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Frequently Asked Questions

How do I make an appointment?
Do you make home visits?
What number do I call in an emergency?
Do you give advice over the telephone?
What if I need a doctor of the weekend or out of hours?
How do I arrange a repeat prescription?
What is the immunisation schedule for children?
Are there any other providers of medical assistance?
What do I do if I want to make a complaint?
How do I contact North Yorkshire and York Primary Care Trust?
Where can I find information available under the Freedom of Information Act model publication scheme?


Q. How do I make an appointment? (back to top)
A:Appointments may be made during surgery opening hours in person or by telephoning the surgery at which you wish to make an appointment. Please try to give as much notice as possible, especially if you wish to see a particular doctor. It is best to follow through an illness with the same doctor.

Expect to be able to see your doctor or an authorised deputy:

IN AN EMERGENCY - As soon as possible
URGENT CONSULTATION - Within 24 hours
ROUTINE APPOINTMENT - Within 48 hours
NAMED DOCTOR - Within five working days

The Practice also has the facility for patients to book appointments with GPs on-line via the internet. If you would like to take advantage of this facility you need to contact Reception to ask for an on-line booking registration form. You can then click the "Book an Appointment Online" box at the top of any of our website's pages

Q. Do you make home visits? (back to top)
A. Patients who are too ill to attend the surgery and need a home visit please telephone Elvington Surgery 08450 71 71 70 between 08:00 and 10:00. You will be asked to give some indication of the nature and urgency of the illness. You should only request a home visit if you are too sick or unable to get to the surgery. Telephone advice may be offered by the GP.

Q. What number do I call in an emergency? (back to top)
A. In an emergency please call 08450 71 71 70

Q. Do you give advice over the telephone? (back to top)
A. If you want to talk to a doctor for advice on a health problem then you should leave a message with the receptionist. The doctor will call you back after the end of surgery

Q. What if I need a doctor of the weekend or out of hours? (back to top)
A.If you need a doctor in an emergency outside the normal surgery opening times then you should contact the emergency doctor service on 08450 56 80 60

Q. How do I arrange a repeat prescription? (back to top)
A.The practice operates a repeat prescribing and dispensing service for those medications authorised for repeat prescribing by a doctor. You can either post your repeat prescription request to us or place it in the special postbox in the reception area of each surgery. The postbox is emptied daily and your request should be dealt with within 48hrs.
You should give as much notice as possible, but the practice requires 48hrs notice to process and dispense your repeat prescription request. This is to ensure that any queries regarding your prescription can be checked with the doctor. Do not leave it until the very last minute to order your medication. We may need to order it from our supplier and this takes 24hrs (longer for aids and appliances). Please bear this in mind when you request medication prior to going on holiday.

The practice operates a 28 day prescribing policy (apart from HRT and contraception). This means that the maximum amount of medication you will be given at any one time will last 28 days/one month.

We have a dedicated telephone line for repeat prescription requests:
All sites: 01904 724 882

Answer-phones in use when you telephone. Be prepared to give:

    • Your Name
    • Your Telephone Number and the first part of your address
    • Details of the medication you require with drug strength and quantity
    • Where you want to collect your prescription.
The practice has a fully computerised dispensing system that holds details of all medications prescribed to you by the doctor. At intervals your medication will need to be reviewed and you may be asked to make an appointment to see the doctor to discuss this.

Q. What is the immunisation schedule for children? (back to top)
A. For a full explanation please visit the NHS Immunisation Information site by clicking here

Q. Are there any other providers of medical assistance? (back to top)
A.York NHS Walk-In Centre 01904 725401

Situated within Monkgate Health Centre, Monkgate, York, the walk-in clinic is open seven days a week from 8am until 8pm. No appointment is necessary. Staffed by experienced NHS nurses, the centres have been introduced to help anyone whose modern, busy lifestyle, or practical circumstances and particular needs, make flexible access to services so important. The centres are not intended to replace local GP or hospital services, but to complement them.

Healthcare advice, information and treatment are offered in a number of areas such as:

• Minor injuries and illnesses
• Minor infections and rashes
• Stomach upsets
• Superficial cuts and bruises
• Strains and sprains
• Coughs, colds and flu-like symptoms
• Blood tests
• Blood pressure checks
• Stitch removal
• Ear syringing
• Conjunctivitis in adults
• Dressings
• Consultation on emergency contraception

NHS Direct 0845 4647

NHS Direct is a nurse-led telephone service offering confidential healthcare advice and information 24 hours a day. They also have an on-line service NHS Direct Online at www.nhsdirect.nhs.uk.

Q. What do I do if I want to make a complaint? (back to top)
A.Patient Advice and Liaison Service (P.A.L.S) is a new support service for patients and carers provided by North Yorkshire and York Primary Care Trust. The service will enable you to:

    • Obtain information about local health services
    • Make comments and suggestions on the services that are provided in your area
    • Resolve problems or difficulties you are experiencing with local health services
    • Become involved in the planning and design of local health services.

PALS is not intended to be a replacement for complaints procedures however, PALS will be able to help and advise you about how to make a complaint, if you wish.

Patient and carers can contact PALS through a free phone telephone number at no cost to the caller 0800 5870856

The service is available 9am – 5pm Monday to Friday. Your name and contact details will be treated as strictly confidential.

Q. How do I contact North Yorkshire and York Primary Care Trust? (back to top)
A.North Yorkshire and York Primary Care Trust
The Hamlet
Hornbeam Park
Harrogate
HG2 8RE
Telephone 01423 815150

Q. Where can I find Information available from Elvington Medical Practice (providing medical services under contract to the NHS) under the Freedom of Information Act model publication scheme(back to top)

A.Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service.

Information to be published

How the information can be obtained
(eg hard copy, website)

Cost

Class1 - Who we are and what we do
(Organisational information, structures, locations and contacts) This will be current information only
                                   

 

Apply to the Practice Manager for a copy of the Practice leaflet or see our web-site
www.elvingtonmedicalpractice.co.uk

Practice Manager
Elvington Medical Practice
York Road
Elvington
York
YO41 4DY

 

  No charge
Doctors in the practice As above  
Contact details for the practice (named contacts where possible with telephone number and email address (if used))

As above

 

Opening hours

As above

 

Other staffing details

As above

 

Class 2 – What we spend and how we spend it

 

 


(Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit)

Current and previous financial year as a minimum

 

Apply to the Practice Manager

 

Total cost to the PCT/LHB/HSSB of our contracted services.

Apply to the Practice Manager

 

Audit of NHS income

Apply to the Practice Manager

 

Class 3 – What our priorities are and how we are doing

 

 


(Strategies and plans, performance indicators, audits, inspections and reviews)

Current and previous year as a minimum

 

Apply to the Practice Manager for a copy of our Key Objectives Document.

Apply to the Practice Manager for a copy of our Customer Service Charter.

For details of our achievement under the Quality and Outcomes Framework in 2008-9 please see http://www.dhsspsni.gov.uk/pc_-_practice_qof_data_2008

The Practice undertakes an annual patient survey.  The results are available on request from the Practice Manager.

 

 

 

 

 

 

 

No charge

 

 

 

Plans for the development and provision of NHS services

The Practice provides General Medical Services under contract to North Yorkshire and York Primary Care Trust.  The Practice is also contracted to provide enhanced services in certain clinical areas.  A list of enhanced services can be provided on request from the Practice Manager.

 

 

No Charge

 

 

 

Class 4 – How we make decisions

 

 


(Decision making processes and records of decisions)

Current and previous year as a minimum

 

 

 

 

 

 

Records of decisions made in the practice affecting the provision of NHS services

Not held

 

Class 5 – Our policies and procedures

 

 


(Current written protocols, policies and procedures for delivering our services and responsibilities)

Current information only (mark “not held” against any policies not actually held)

 

 

Policies and procedures about the employment of staff

A copy of a generic contract of employment and the staff handbook are available on request from the Practice Manager

 

Internal instructions to staff and policies relating to the delivery of services

“not held”

 

Equality and diversity policy

Apply to the Practice Manager

 

Health and safety policy

Apply to the Practice Manager

 

Complaints procedures (including those covering requests for information and operating the publication scheme)

Apply to the Practice Manager

 

Records management policies (records retention, destruction and archive)

Apply to the Practice Manager

 

Data protection policies

Apply to the Practice Manager

 

Policies and procedures for handling requests for information

Apply to the Practice Manager

 

Patients’ charter

Apply to the Practice Manager

 

Class 6 – Lists and Registers

 

 

 

Currently maintained lists and registers only

 

 

Any publicly available register or list (if any are held this should be publicised; in most circumstances existing access provisions will suffice)

An age/sex register of the number of patients registered with the practice can be obtained from the Practice Manager.

 

 

 

 

Class 7 – The services we offer

 

 


(Information about the services we offer, including leaflets, guidance and newsletters produced for the public)

Current information only

 

Please see the Practice Leaflet or the web-site on www.elvingtonmedicalpractice.co.uk

 

 

 

 

The services provided under contract to the NHS

Practice Leaflet

 

Charges for any of these services

Practice Leaflet

 

Information leaflets

Practice Leaflet
Dispensary Services Leaflet

 

Out of hours arrangements

Practice Leaflet