Claremont Bank Surgery Patient Information
Address: Claremont Bank Surgery, Shrewsbury, Shropshire, SY1 1RL Tel: 01743 248244
Website: www.claremontbanksurgery.co.uk
Surgery Doctors
Dr E M Stapleton (Senior Partner) | MB BS (1985 London) BSc DCH FPA cert, Male Part Time GMC 3096390 |
Dr M J Fallon (Partner) | MBChB (1987 Birmingham) Male Full Time GMC 3263080 |
Dr L Bailey (Partner) | MBChB (2011 Keele University) DRCOG, MRCGP (2017) Female Full Time GMC 7135080 |
Dr S Patel (Partner) | MBChB (HONS) MRCGP (2017) PG Cert (Applied Sport Science) Male, Full Time, GMC 6069002 |
Dr O Owen (Salaried) | MBBS 2021 MRCGP Female, Full time GMC 7494212 |
Practice Nurses
The nurse’s role includes asthma check-ups, diabetic screening, cervical smears, childhood immunisations and travel health vaccinations, ear syringing, dressings, removal of stitches, ECG’s, Spirometry, contraceptive advice, pill checks, well men and well women check-ups NHS Health checks and patient chaperones.
Jodie McCarthy Lead Nurse | RGN.Bsc(hons), Specialist Practitioner, Independent Prescriber |
Regina McCarthy | MSc Bsc RGN |
Lucy Harris | MSc Bsc RGN |
Georgina Wellings | Nurse Associate |
Mission Statement and Surgery Values
"To provide high quality, accessible general medical services to our patients. To provide these services in a in a safe, professional, and comfortable environment. To ensure patients are the center of everything we do.
To ensure our staff remain motivated and valued by providing training specific to their individual needs and appropriate to the service provided".
Claremont Bank Surgery is a group practice of four GP Partners and one salaried GP caring for people in Shrewsbury and the surrounding area.
The receptionists will tell you if you live within the practice boundary (please see map) which is usually for patients in the SY1, SY2 and SY3 postcode areas marked below.
PLEASE BE ADVISED THIS MAP IS FOR NEW REGISTRATIONS ONLY – IF YOU ARE AN EXISTING PATIENT FROM OUR PREVIOUS CATCHMENT AREA YOU WILL REMAIN ON OUR LISTS UNLESS YOU MOVE OUT OF THE AREA COMPLETLEY.
Claremont Bank Surgery Boundary (click on this link to view)
As a practice we are rated as ‘Good’ in all areas of inspection carried out by the Care Quality Commissioners (provider ID 1-199767588).You can see more detail on our latest report by going to: https://www.cqc.org.uk/. We also regularly collect and review feedback given by patients on how satisfied they are with their experience here. Overall 98% of patients are ‘Extremely Likely’ or
‘Likely’ to recommend us to their Friends and Family, (October 2018).
Parking is available for convenience while attending the surgery, please use the car park only for the duration of your visit. We do have parking security installed which means you must enter your car registration upon arrival for your appointment, failure to do so may result in a fine.
The surgery has a bay specifically designed for disabled parking and request that this is used purely for that purpose. Should any patient require assistance to enter the surgery building there is a bell on the front door, please ring this and a member of our administrative team will be out to assist you. The surgery was designed on one level for disabled access, and we have a patient toilet designed for disabled access – this also has nappy changing facilities.
We are not a dispensing practice but there are a number of pharmacies within easy walking distance.
The surgery has a no smoking policy throughout the building and we kindly ask that you do not smoke near any entrances or windows.
Thank you for your cooperation.
New Patient Registration
New patients are requested to complete a new patient application form; this enables us to gather some background information about you to enable us to request your medical records from your previous GP Practice. You can also register online using this NHS link: https://gp-registration.nhs.uk/M82034
At this point you will be requested to make an appointment for a new patient check. It is important that you attend for this as we can gather information about your lifestyle and any risk factors regarding your health.
If you have a preference for which G.P you wish to be registered with you must put this on the registration form, you can ask to see a particular doctor when making an appointment – this will be accommodated where possible, but it may mean waiting longer for an appointment.
Appointment Times
The surgery reception is open: Monday to Friday 8am-6pm.
Appointments are available depending on which day from 8am to 5.50pm with a Doctor and from 8.00 am to 5.40pm with the Practice Nurse.
Extended Hours appointments are available here at the surgery on Monday evenings between 18:30 – 20:00. These appointments are to enable patients to attend their doctors or nurse without disruption to their working day or if they have childcare commitments.
Claremont Bank is also part of the Darwin Healthcare Group which is a network of practices working together throughout Shrewsbury to offer Extended Hours appointments on weekdays between 18.30 and 20.00 and on Saturday and Sunday mornings between 08.00 and 12.00. This means that Claremont Bank patients can access GP or Nurse appointments held at participating practices at these times.
To book an appointment with either the Doctor or the Nurse, please phone 01743 248244 or call into the surgery. Urgent problems will be dealt with the same day.
If you are unable to keep your appointment, please let us know in good time so that it may be offered to someone else. We do monitor our DNA (did not attend) rates and regular DNA patients are advised in writing that repeating this behaviour may lead to removal from the practice list.
Making appointments
It is usually possible to see a doctor or nurse for a routine appointment within 48 hrs, but if it is a specific doctor you wish to see you may have to wait longer.
Please ask the reception staff for times of individual surgeries which may vary during the week and from year to year.
- Urgent cases can be fitted in the same day and for this purpose we reserve appointments specifically for this reason. If you wish to be seen urgently if you contact the surgery at 8am for urgent morning appointments and 11.00am for urgent afternoon appointments, we will endeavour to offer you an
- Emergency Calls – a Doctor is on duty from 8am to 6pm Mon to Fri and if they are not within the building the receptionist will contact them via mobile phone and depending on the nature of your problem will contact you as soon as possible.
- Triage - some doctors here do a triage system whereby they assess the appointments booked for the same The receptionist may take your contact details and the doctor will call you back, they may offer telephone advice or prefer to see you within the surgery environment.
Patients requiring stitches, or with suspected broken bones are advised to go directly to the A&E department at Royal Shrewsbury Hospital or Princess Royal at Telford (whichever is closest at the time of injury). For immediate paramedic assistance dial 999.
It would be appreciated if you could be on time for your appointment – as this has a knock-on effect for patients booked in later.
· Appointment reviews
We do from time to time contact patients to attend the surgery for a review of their medication, blood pressure, and ongoing disease management. We ask therefore, that you keep us updated on your contact details.
· Chaperone
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or a friend. On occasions you may prefer a formal chaperone to be present i.e., a member of the Nursing Team. Please ask at the time of booking your appointment so that arrangements can be made, and your appointment is not delayed in any way.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
· Home visits
A doctor will visit a patient whose illness prevents them from attending the surgery. We do prefer to see patients in the surgery where a more extensive examination is possible and relevant tests can be organised quickly.
If you need a visit, please contact the surgery as early as possible preferably before 10.30am.
· Out of hours
For urgent advice and treatment outside of the surgery times please telephone NHS 111. The Primary Care Trust is responsible for commissioning this service.
If it is of a more urgent nature, then please do not hesitate to phone 999 they will triage your call and advise accordingly.
You can also attend the Shrewsbury Walk in Centre located at the Royal Shrewsbury Hospital, Mytton Oak Road, Shrewsbury, SY3 8XQ. TEL: 01743 261138. It is open between 8 am to 8 pm for walk-in patients every day.
Patient and Practice: Rights and Responsibilities
As a patient of this practice, we ask that you: -
- Treat staff politely and behave in a reasonable and responsive manner
- To treat our staff with dignity and respect
- To follow treatment plans recommended by your Dr or Nurse this includes medication and how it should be taken.
- To ensure the details of any consent forms are correct prior to arriving
- Only ask for an urgent appointment if it is indeed urgent
- Arrive on time for your appointment
- Cancel your appointment if you are unable to attend
- Talk to a doctor or the Practice Manager if you are unhappy about any of our services
As a patient of this practice, you have the right to:
- Be treated with respect and courtesy, preserving your privacy, confidentiality, and human rights
- To receive clear understandable information about your If you do not understand, please ask questions – it is your right to know.
- To be involved in decisions about your health
- To be given an appointment on the day of your request if the need is urgent
- To be given a full explanation about your medical condition and any information pertaining to it
- The right to express preference of Dr or Nurse (please do so at the time of making your appointment).
Violent or Abusive Behaviour
We have a zero-tolerance policy for any threatening, abusive or violent behaviour against any of our staff or patients. All of our telephone calls are recorded for quality and training purposes and will be used in a court of law if called upon by the authorities. If a patient is violent or abusive, they will be warned of the consequences of their behaviour. If this behaviour continues, we will act upon our right to take action to have them removed immediately from our list of patients.
Services
Patients over the age of 16 can now register at the surgery for an online account where they can view their medical records, make appointments, and manage repeat prescriptions. You will need to ask for a registration form from Reception and provide photo ID. Please note, without photo ID you will not be able to register for an online account, this is to ensure the protection of your personal information.
· New Patient Health Checks
New patients over the age of 5 are invited for a Health Check soon after registering with a doctor.
Patients can make an appointment for an ‘MOT’ with the practice nurse. This involves blood pressure, height, and weight, noting family history, assessing diet and exercise etc.
Patients who have not been seen at the surgery for 3 years, and are between the ages of 16 and 75, may request a consultation for a general health check within surgery hours. Where it is considered inappropriate for the patient to attend the practice owing to their medical condition, this consultation will take place in the patient’s home. Where a consultation is provided under this arrangement, appropriate enquiries between Doctor and patient will be made and examinations carried out as appear appropriate in the circumstances.
· NHS Health checks
Any patients aged between 40 and 75 years of age are invited into the surgery for a Health check with a specialist practitioner.
· Patient Participation Group
At Claremont Bank Surgery we are proud to have a patient group who provide us with an insight into the views, thoughts and ideas of our patients. The Claremont Bank Surgery Patient Participation Group meets quarterly with regular members. New members welcome, please ask to speak to the practice manager for more details.
· Prescription Ordering Direct
The Prescription Ordering Direct service was brought in primarily to reduce the amount of medicines wastage that is created in the industry. Please ask at Reception for a leaflet for more information. WE DO NOT ACCEPT PRESCRIPTION REQUEST OVER THE PHONE but you can still order prescriptions via post, in person at the surgery or using an online account, or you can download the NHS APP and order your prescription in as little as a few clicks.
· Travel Advice
We offer a comprehensive service for the foreign traveller. In order to achieve full benefit from this service please contact the surgery for a double appointment at the surgery at least 10 weeks before the
expected date of departure with the practice nurse. Certain travel immunisations are not covered by the NHS and a charge may be levied. Full details are available at reception. You may be given a ‘Travel Risk Assessment’ form to complete and bring with you when you see the nurse. This form is also available on our website.
· Immunisations
Parents are encouraged to bring babies and small children to the immunisations Clinic. A Doctor is always available at these clinics. A Health Visitor will discuss the schedule when she visits your home after the birth of your baby.
The Practice Nurses are able to advise you whether you would be eligible for vaccines recommended for prevention of communicable disease in adulthood, i.e. tetanus, pneumovax and influenza.
Community Care Co-Ordinator - Becky Kelly
This service gives you the opportunity to speak to someone who can help you in finding out about a variety of services that are available to you within your local community. Please ask at reception, speak to your GP or your Practice Nurse about how to be put in touch in touch with Becky.
Health Coach and Social Prescriber – Zara Bavzevich
Our health can be affected by many things, like stress, loneliness, or financial struggles. Our Health coach works to help people reduce their non-clinical concerns to improve their health and quality of life.
· Repeat prescriptions.
A computerised system is used for issuing repeat prescriptions. Attached to your prescription is a copy to assist you when ordering further repeats.
If you require a repeat prescription either:
- Order Online via your Patient Access
- Write in with your request allowing one week for postal We will not post your prescription back to you so please ensure you include instruction of which Pharmacy you would like the prescription to be sent to.
- Call in at the surgery any working day before 11:00 and it will be ready the same day after 14:00. Any prescription orders after 11:00 are ready the next working day after 14:00.
We do not take telephone requests here at the surgery due to the congestion of phone lines stopping urgent calls getting through.
Prescriptions can be collected from 14.00pm onwards (but SAE preferred).
Patients who pay a prescription charge and require a regular supply of drugs may find it cheaper to purchase a prepayment certificate. Please ask the receptionists for further details.
· Accessible Information Standard
When registering as a patient, you will be asked to let us know whether you have any particular communication requirements. For example, whether you will need a translator or will need letters sent
out to you in large font. If your needs change at any time, please inform reception and we will ensure these needs are met for you.
· Blood tests
Unfortunately, we cannot carry out Blood Tests here at the surgery. It is our policy to give patients completed request forms for the necessary blood tests and we request that they attend Elizabeth House at Royal Shrewsbury Hospital to have their bloods taken.
Other specialist services offered.
• Maternity care • Child Immunisations Clinics • Family Planning including emergency contraception. • Diabetic Clinic | • Asthma Clinic • Diabetic Foot Screening • Cervical Screening • Abdominal Aortic Aneurysm screening • COPD (Chronic obstructive Pulmonary Disorder) |
Training Practice
As a practice we participate in the teaching of Medical Students from Keele University. Patients will always be asked if they are happy to have a student present during their consultation
Patients will also be offered appointments with Foundation Year or Specialty Doctors who join us at the surgery to carry out post-graduate training. These Doctors have graduated from Medical school and are fully registered GMC Medical Practitioners with full prescribing rights. They have also completed at least one year of post-graduate training. Whilst holding clinics at our surgery they will be fully supervised by one of the GP Partners.
Locum Doctors
The practice does employ Locum Doctors to cover holidays and to allow the Doctors themselves to attend training days.
Comments/compliments/complaints
We welcome suggestions as to how we can improve your medical services. We aim to provide a quality service to our patients. If you have any comments, compliments or complaints please pass them on to your doctor or any one of the practice team.
Should you wish to make a written complaint please send this to:
The Practice Manager, Claremont Bank Surgery, Claremont Bank, Shrewsbury SY1 1RL
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined, and a final response sent to you.
Where your complaint involves more than one organisation (e.g., social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.
Since 2009 NHS patients wishing to complain about primary care services can take their complaint to either the provider (such as GP or dental practice) or the commissioner, NHS England – but not both.
From 1st july 2023 you can now complain to NHS Shropshire, Telford and Wrekin in writing at Halesfield 6, Halesfield, Telford, TF7 4BF. Alternatively they can be reached via Telephone on 01952 580300 or by email on stw.generalenquiries@nhs.net
For help or advice, PALS
The Patient Advice and Liaison Service (PALS) provide confidential advice and support, helping you sort out any concerns you may have about the care we provide.
Royal Shrewsbury Hospital, Mytton Oak Road, Copthorne, Shrewsbury, Shropshire, SY3 8XQ. Call into the PALS Office which is situated on level 2, Main Ward Block
Opening Hours
Monday to Thursday - 9am to 5pm, Friday - 9am to 4.30pm
Telephone: 01743 261691 / 0800 783 0057 (Answerphone in operation outside of opening hours)
Fax: 01743 261368
Princess Royal Hospital, Apley Castle, Telford, TF1 6TF. Call into the PALS office which is located at the main Reception.
Opening Hours
Monday to Friday – 9am to 5pm
Telephone: 01952 282888 / 01952 641222 (Answerphone in operation outside of opening hours) #
Fax: 01952 222365
If you are Dissatisfied with the Outcome
You have the right to approach the Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP Tel: 0345 0154033
Website: www.ombudsman.org.uk
General Data Protection Regulations
What is ‘patient data’?
Patient data is information that relates to a single person, such as his/her diagnosis, name, age, earlier medical history etc.
What is GDPR?
GDPR stands for General Data Protection Regulations and is a new piece of legislation that will supersede the Data Protection Act. It will not only apply to the UK and EU; it covers anywhere in the world in which data about EU citizens is processed.
The GDPR is similar to the Data Protection Act (DPA) 1998 (which the practice already complies with) but strengthens many of the DPA’s principles.
- Practices must comply with subject access requests (Please ask at Reception for the SAR form).
- Where we need your consent to process data, this consent must be freely given, specific, informed, and unambiguous.
We ask for information about yourself so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure that your doctor or nurse has accurate and up to date information; it may also be needed if we need to see you again. We only use or pass information about you to people who have a genuine need for it (i.e., hospital consultants).
Whenever we can, we shall remove details that identify you as an individual. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. If at any time you would like to know more information about how we use your information you can speak to the Practice Manager.
For further information please refer to the leaflets held in reception entitled ‘Your records are safe with us’.
Summary Care Data
How information about you helps us to provide better care
Confidential information from your medical records can be used by the NHS to improve the services offered so we can provide the best possible care for everyone. This information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything.
If you have any concerns or wish to prevent this from happening, please speak to practice staff or ask at reception for a copy of the leaflet “How information about you helps us to provide better care.”
Useful Phone Numbers
Shropshire ICB
NHS Shropshire Integrated Care Board (ICB) is responsible for the planning and commissioning (buying) of health and care services from a range of providers for the people of Shropshire. It also has a duty to monitor these services to ensure they provide a high level of care and are value for money. It is a clinically led organization with 41 GP Practices and it provides healthcare services for patients across the County registered with a local GP.
The doctors are contracted to NHS England. This organisation is responsible for providing most of its own community health services and for supporting the development of primary care.
Further information can be found on their website https://www.shropshireccg.nhs.uk/