Practice Leaflet

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Address

• Mayfield Medical Practice - 272 Willenhall Road, Wolverhampton, WV1 2GZ. Telephone 01902 351666
• Mayfield Medical Practice - The Surgery, 60 Cromwell Road, Wolverhampton, WV10 8UT. Telephone 01902 784784 (Branch site)

Introduction 

The purpose of this information leaflet is to provide you with a guide to the services provided at Mayfield Medical Practice.  Mayfield Medical Practice operates within the area of the NHS Black Country ICB. 

Surgery Opening Times - Weekdays 

Doors are open Monday to Friday from 8.00am until 6.30pm at our Willenhall Road site and 8.30am until 6.00pm at our Cromwell Road branch. Telephone lines are open from 8.00am until 6.30pm weekdays except Bank Holidays. At all other times, if you require urgent medical attention, please dial 111 for the NHS 111 Service.  Dialling 111 is free of charge. 

Registering 

The Practice will consider accepting any patient who has a permanent address within the Practice Area.  Please come and see our reception staff if you wish to register with us or alternatively visit our website to check if you live within the practice area and complete a registration form and a short health questionnaire.

Alternatively, you can register with us through NHS Choices (www.NHS.uk)

When registering patients the practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability of medical condition. An interpreter system is available on request.

Practice Area 

A detailed map showing the Practice boundary is displayed below and on the website. If you move outside the practice area then please check with reception whether you can remain with the practice

Disabled Access 

The Practice premises and branch are located on the ground floor and is easily accessible to disabled patients throughout the premises.  

How to Make an Appointment? 

If you need to be seen medically urgently, you will need to complete an assessment form via the website. If you have difficulty accessing or completing this form our staff can assist you. Your form will then be assessed by the clinical team and offered an appointment, treatment or referral as appropriate. 

• Most routine doctors' appointments are available for booking within one to two weeks. 
• About one third of doctors’ appointments can be booked up to three or four weeks in advance.  Appointments with our nurses or the Practice Pharmacist can also be booked in advance. 
• Appointments with the doctors are usually for 10 minutes.  If you think you will need a longer appointment because, for example, you think you may require an intimate examination, your problem is especially complex or you have several different problems to discuss, then please let us know.
• You may possibly consider it unnecessary to actually see a doctor and might wish to speak to one, instead, about your particular concern. Please let us know if you would prefer a telephone appointment. 

How to Cancel an Appointment? 

Simply telephone the Practice or cancel by replying to appointment reminders via text message. You can also cancel appointments by using an online services app. 

Home Visits 

Home visits are reserved for those that are truly housebound because of illness or disability.  It is preferable for patients to be seen at the surgery as this provides the facilities and access to all the appropriate equipment that cannot be brought to patients’ homes.  Several patients can be seen at the surgery in the time that it takes to make one home visit.  Lack of own transport is not an acceptable reason for a visit request as relatives, friends, taxi firms, community transport etc are generally available options. 

Should you need to request an urgent home visit please telephone the surgery before 10am where possible.  Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.  Please bear this in mind and be prepared to provide suitable details to enable the doctor to schedule house calls.  

Chaperones

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred. Patients are advised to ask for a chaperone if required at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations. All staff are aware of and have received appropriate information in relation to this. All trained chaperones understand their role and responsibilities and are competent to perform that role.

How to Order Repeat Prescriptions?  

There are 3 methods of ordering repeat prescriptions; 

• If you’ve registered for online services you can order repeat medication by using an online services app. 
• By calling your nominated pharmacy.
• By ticking the required drugs on your most recent prescription and then depositing it in the box marked “repeat prescriptions” situated in the waiting room when the practice is open. 

Please note we are unable to accept requests for repeat prescriptions over the phone unless it has been agreed with the doctors. 

The NHS App 

To help manage workloads and ensure that your prescription request is processed as quickly as possible, we would like you to order via the NHS App.  The NHS App is quick and simple to use and interfaces directly with our clinical system.  This means that your latest medications are always shown and prevents additional manual processing within the practice. You can download the NHS app by clicking on this link – https://www.nhs.uk/using-the-nhs/nhs-services/the-nhs-app/

Arriving for Your Appointment – How to Fast Track to the Waiting Room? 

There’s no need to wait around at Reception to announce your arrival if you self-check in.  Did you know that you can register your arrival yourself by using the Touchscreen in the Waiting Room?  If you have an appointment within the 30 minutes, simply follow the instructions on the check-in screen and you will be automatically recorded as being present and waiting. 

When are the Best Times to Telephone the Practice? 

Emergencies and appointment requests are dealt with at any time during Practice opening hours. Enquiries about test results are available after 2pm. 

Mayfield Medical Practice Website 

Our website address is www.mayfieldmedicalpractice.com where repeat prescriptions can be ordered and appointments can be made and cancelled.  

Please also visit our website to find information about the Practice or to browse a number of useful external health-related links.  

Accessing Help when the Surgery is Closed 

If you need urgent medical attention when the surgery is closed, you should dial 111.  This will connect you, free of charge, to the NHS 111 Service that is provided by a local organisation.  You will be assessed on the phone and directed to the most appropriate point of care for your particular needs.

Extended Hours

Outside of our own extended hours we can offer evening and weekend appointments via our Unity hub in Wolverhampton. To book please contact reception who will book this for you.

The appointment will be based at the address below not at Mayfield Medical Practice, you can book appointments to speak with a GP or see a Nurse.

The Unity Hub is based at:

Pennfields Health Centre
Upper Zoar Street
Pennfields
Wolverhampton
WV3 0JH
Telephone: 01902 446688

Telephone the Hub for on the day appointments or pre-book appointments at the Unity Hub via your own practice - please speak to reception.

Hub Operating Hours

Day	Mayfield Medical Practice
Monday	6.30pm to 8pm (Bank Holidays: 9am to 12pm)
Tuesday	6.30pm to 8pm
Wednesday	6.30pm to 8pm
Thursday	6.30pm to 8pm
Friday	6.30pm to 8pm
Saturday	8am to 5pm
Sunday	8am to 2pm

Training and Education 

We are proud to have been selected as a Teaching Practice.  This means that already qualified doctors, who are completing their General Practice training, together with medical and nursing students become part of the Practice Team.  Your permission will always be sought prior to any consultation where students may be present. 

Clinics & Services

In addition to general medical consultations, we provide a wide range of specialist clinics and services:

• Practice Nurses provide cervical smears, dressings, immunisations, treatment for minor injuries and repeat contraceptive pill prescriptions & injections. 
• Specialist Practice Nurses provide ongoing management of most long-term conditions including asthma, diabetes, high blood pressure, coronary heart disease.
• Healthcare Associates offer blood tests, suture removal, new patient appointments, dressings and some injections.
• Family Planning - we offer a comprehensive family planning service for pills, injections and implants, coils, caps and other barrier methods, as well as emergency contraception. 
• Child Immunisations - all children need to complete a course of immunisations by the age of five. 
• Travel Immunisations - if you are planning to travel abroad, you should check your immunisation are up to date three months before your journey. You can do this by visiting our website or asking a member of the Patient Services Team. 
• Flu Vaccinations - recommended for patients over 65 and those who are in an 'at risk' determined by NHS England. We run flu clinics at each site during the autumn. Please visit the website for clinic dates nearer the time to book an appointment.
• Blood Clinic - If your clinician has asked you to have a fasting blood test, you must drink plenty of water but you cannot eat or drink anything else for 12 hours before the test. Please request your results 7-10 days later through our website or view results on your NHS App and patient access.

Clinical Team 

Doctors 

• Dr Kewal Krishan (M) - MB ChB FFSRH
• Dr Sukhdeep Krishan (M) - MB ChB MRCGP
• Dr Shuba Shree (F) - MBSS MRCGP
• Dr Tanu Ohri (F) - MBBS MRCGP
• Dr Olufemi Osunlakin (M) - MBBS MRCGP

The Nursing Team 

• Advanced Nurse Practitioners
• Annette Ewins
• Alison Miller
• Rajvinder Banger

Practice Nurses

• Joelle Williams-Jones
• Carrie Ward
• Rebecca Mably
• Edit Kiss

Trainee Nurse Associate

• Babita Kainth

Healthcare Assistant

• Mandy Baxter

Phlebotomist

• Ruth Wood

The District Nursing Service provides care in the home for housebound patients - those who are unable to leave home, including patients in residential and sheltered housing accommodation.  A day, evening and night-nursing service is available.  To support patients at home, nurses liaise with other specialist nurses, Social Services, rehabilitation services and the GPs.  

Clinical Pharmacists

• Suhaib Boliya
• Pritvir Bajwa
• Salman Ahmad
• Sayeed Shah

Practice Team

• Parkash Krishan - B.Ed M.Ed NPQH - Senior Practice Manager
• Jonathan Firth - Practice Manager

IT & Administration Manager

• Kash Sandhu
• Vicki Foulkes - Office Manager

Senior Receptionists

• Ceri Hill
• Pamela Cockayne

Reception & Office Staff

• Bethan Lewis
• Caoimhe Currien
• Sally Bessey
• Bethany Peace

This practice operates under a partnership agreement and provide services on behalf of the NHS. The partners are Dr Kewal Krishan, Dr Sukhdeep Krishan, Mrs Parkash Krishan.

Named GP

From the 1st of April 2015, all practices are required under the terms of the latest GP contract to allocate patients a named accountable GP.

This is purely an administrative exercise in order that patients can have a named responsible GP should they require them.

For convenience your named accountable GP will be the named doctor you are registered with. 

• Your accountable GP will be the one named on your NHS card.
• If you wish to be told the name of your accountable GP, please ask the receptionists when you are next in the surgery. Please try not to telephone us for this information.
• If you have repeat prescriptions you’re named GP will be printed on your repeat card.

Having a named GP does not prevent you seeing any other doctor in the practice. Your named GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative doctor. 

Preference of Practitioner 

You and Your Doctor – Patients are registered with the practice, not an individual GP.  For administrative reasons your medical card will be issued in the name of one of the doctors; however, you can at any time express a preference for a particular doctor, for either all of your medical needs or on a case-by-case basis.   This preference will be recorded in your medical notes and we will do our best to respect your choice.  However, not all the doctors in the practice provide all services and specific doctors may not be immediately available. 

Patient Participation Group 

This small group of patients meets on a regular basis, either alone or together with Practice staff.  Its aim is to improve communication and understanding between the Practice and patients in order to improve the quality and delivery of services and to help shape the future direction of the Practice.  

Information from the PPG is provided on the notice board in Reception.  Any comments or messages can be passed to the PPG via the receptionists at any time. All patients are welcome to join this group. For Further information please ask at reception.

 

In partnership with Doctors of the World UK, we will ensure that our practice offers a welcoming space for everyone who seeks to use our services.

If you wish to register, please speak to a member of staff who can help and support you with the process of registration. Ask reception for an interpreter if you find it difficult to communicate in English.

Neurodiversity

Neurodiversity is an umbrella term used to describe natural differences in how individuals’ brains’ think and process information. It’s estimated that around 1 in 7 people in the UK have neurodevelopmental differences. Visit Neurodiversity :: Keeping Well to find out more.

Information Governance, Confidentiality and Disclosure 

All patients have the right to complete confidentiality and the Practice will uphold this at all times.  However, information about you may be shared between members of the Practice Team in order to provide effective health care for you.  There may be occasions where a third party (i.e. insurance company) will request information about you.  Your consent will be sought before any information is released to them. 

In the NHS we aim to provide you with the highest quality healthcare.  To do this we must keep records about you, your health and the care we have provided or plan to provide for you.  The records may be stored in paper form or electronically and everyone working for the NHS has a duty to keep your information confidential and secure.  The practice complies with the Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances: 

• To provide further medical treatment for you e.g. from district nurses and hospital services 
• To help you get other services e.g. from social work department.  This requires your consent.
• When we have a duty to others e.g. in child protection cases 

Anonymised patient information will also be used at local and national level to help the Integrated Care Systems, NHS England and the Government plan services e.g. for diabetic care.  If you do not wish anonymous information about you to be used in such a way, please let us know. Your exemption can be logged on the practice database.

CCTV / Call Recording

The practice operates a CCTV system for the security of its patients and staff. Calls are recorded for the benefit of both patients and staff. Further information can be obtained from the Practice Manager.

Freedom to Speak Up – Raising Concerns (Whistleblowing)

When a concern feels serious because it might affect patients, people receiving care, colleagues or your whole organisation, it can be difficult to know what to do. You may feel that raising the matter would be disloyal to colleagues, to managers or to your organisation.

However, everyone working in healthcare has a duty to put patients and the people they care for first and protect their safety, and follow any professional code  of conduct that applies to them. We would always encourage you to try to resolve any concern you have within your organisation first. Your organisation may have a Freedom to Speak up guardian who has been trained to support you to speak up. The National Guardian’s Office has a list of all trained Freedom to Speak up guardians. Alternatively your organisation may have a whistleblowing or speak up policy which provides information on how you can speak up safely. For whatever reason, if you feel unable to do this, you can speak to our Freedom to Speak Up team at NHS England.

What can I speak up about?

You can speak up about anything that gets in the way of patient care or affects your working life.

We have learnt that in staying silent and not raising concerns things can get worse over time, so if in doubt, please raise it.

It does not matter if you are mistaken as there may be a reasonable explanation for your concerns. Where issues are not covered by our remit, we will advise you of the reasons why and ensure you are supported to speak up to the most appropriate organisation. We are committed to  providing a confidential service in supporting you.

How do I get in touch?

You can contact us by letter, telephone or email.

NHS England
PO Box 16738
Redditch B97 9PT

• Telephone: 0300 311 22 33
• Email: [email protected]

Can I give information anonymously or in confidence?

It is best to raise your concern openly with us because that makes it easier for us to follow it up. We will not disclose your identity without your consent unless there are legal reasons that require us to do so.

This might be, for example, where your information is about a child or vulnerable adult who is at risk, or where there is a possible criminal offence. If this is the case, we may have to tell the police or another official body, or if required to do so by a court. We will let you know if we have to do this and that this will identify you to another body.

You can give us information anonymously. However, please note that if we cannot communicate with you we will be unable to discuss your concern or ask you for further information, and we won’t be able to give you any feedback about any action we take.

Who can speak up to NHS England?

Anyone who works in NHS healthcare, including pharmacy, optometry and dentistry. This encompasses any healthcare professionals, clinical and non-clinical workers, receptionists, directors, managers, contractors, volunteers, students, trainees, junior doctors, locum, bank and agency workers, and former workers.

Access to patient information 

Your medical records are confidential. You have the right to access them in accordance with the "Access to Records Act 1990." To do this you will need to give your signed consent to disclose information to third parties. The only exceptions are the provision of information when making a referral to another doctor or disclosure required by statute. 

Consent

Anyone aged 16 or over is presumed to be competent to give consent for themselves unless the opposite is demonstrated. Young people aged 16 and 17, and legally ‘competent’ younger children, may therefore sign a Consent Form for themselves, but may like a parent to countersign as well. For children under 16, someone with parental responsibility should give consent on the child’s behalf by signing accordingly on the Consent Form. Patients (16+) who would like to give medical consent to a 3rd party to manage their health needs for them (such as a family member), must complete a consent form found on the website. Their usual GP will then need to have a telephone call with the patient before this is authorised. 

If you are a carer, it is important that we know so that we can ensure you receive information, services and help that is available. You will need to complete the form on our website and follow the above procedure. 

Violent & Abusive Patients - Zero Tolerance 

Mayfield Medical Practice is committed to a peaceful and dignified work environment.  All members of our team have the right to carry out their work without threat of violence. Like the rest of the NHS, we operate ‘zero tolerance' and will remove from the list any patient who is physically or verbally abusive or threatening towards any team member or other patients.  The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault. We treat all our patients with respect, we expect the same.

Practice Charter 

Your Rights: 

• To be greeted in a welcoming and caring manner 
• To have privacy and confidentiality 
• To be treated with courtesy and respect 
• To have access to your medical records in line with policy and law 

We will: 

• Make every attempt to answer the telephone promptly 
• Offer an appointment within a reasonable time 
• Usually see patients within 30 minutes of their appointment time 
• Provide information and advice and give appropriate treatment 
• Provide information about what we do 
• Provide quality training for our staff 

We ask that you: 

• Only ask for a visit when you are really too ill to come to the surgery 
• Keep your appointment times or give us notice of cancellation 
• Let us know of change of name, address, telephone numbers, etc 
• Treat our team with courtesy and respect 
• Show understanding, compassion and respect for other patients 

Complaints, Comments and Suggestions 

You have the right to make a complaint about any aspect of NHS care, treatment or service.

This is written into the NHS Constitution on GOV.UK.

There are several ways you can make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.   
• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received. 
• You can complain to a regulatory body.

If you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.

You can do this by:

• Telephone: 0300 0120 281
• Email: [email protected]

Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH

If you want to make a complaint about primary care services to a regulatory body.

You can do this by: CQC

• Telephone: 03000 616161
• Email: http://www.cqc.org.uk 

Health Ombudsman:

• Telephone: 0345 015 4033
• Textphone: 0300 061 4298
• Email: http://www.ombudsman.org.uk 
• Post: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

The Practice has an active interest in hearing comments and suggestions from patients as this helps refine ongoing developments.  Any such comments can be addressed to the Practice Manager. 
Any complaints are handled via a formal procedure and a leaflet explaining the process is available from Reception.  If any assistance is required, then please ask to speak with the Practice Manager, Jonathan Firth.

Advocacy Support

If you’re making, or thinking about making, a complaint, you could get free help from an NHS complaints advocate.

An advocate can help you to write a complaint letter and attend meetings with you, but cannot make the complaint for you or give medical or legal advice.

You can get free help from an NHS complaints advocate at any stage of the process. If you decide you need some support, it’s never too late to ask for help. Search online for ‘NHS complaints advocacy’ in your area or contact your local Healthwatch to find out who provides NHS complaints advocacy in your area.

Healthwatch is an independent statutory body that helps make sure your feedback is listened to.

• By telephone: 0800 246 5018
• By email: [email protected] 
• Website

Accident and Emergency – 999 

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.  Accident and Emergency departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment.