WESTGATE SURGERY
LEAFLET

60 Westgate Bay Avenue
Westgate-on-Sea Kent
CT8 8SN

Telephone Daytime
01843 831335
					
Telephone Evenings/Weekends
111

Email
tccg.westgatepatient@nhs.net

Website
www.westgatesurgery.nhs.uk

Our Philosophy  

Commitment to excellence  
We want to provide quality care which promotes mutual respect, openness, and support between patients, carers and the medical and nursing staff at the practice. We work hard to ensure the provision of a safe, secure, hygienic, and positive environment for staff, patients, visitors, families, and carers. We encourage strong links with our community and an understanding of the needs of Westgate residents by working with and involving our patient participation group. 

Commitment to equality 
All patients will be treated equally regardless of their age, sex, ethnic or social backgrounds. We will treat everyone as individuals working to ensure patients understand their health needs and are involved in making decision about their health care.  

GP Partners	
Dr Andrew N Walton
M.B., B.S.
(Qualified: Charing Cross Hospital 1988)

Dr Christophe G M Leire
MD.
(Qualified: Montpellier University Hospital 1989)

Dr Bhaskhar Vishwanathan
M.B., B.S., M.R.C.S., M.R.C.G.P.
(Qualified: MGR Medical University 2000)

Dr Gauri Jha
M.B.B.S., M.R.C.O.G., D.F.S.R.H., D.G.M., M.R.C.G.P. 
(Qualified: AFMC University 1998)

GP
Dr Helen Williams
M.B., B.S.
(Qualified: University of London 1996)

Advanced Nurse Practitioner
Mr Gerald Grech
BSc Nurse Practitioner Diploma, RGN.

Ms Robina Forrest
RN, Registered Midwife (BSc), First contact practitioner (MSc), Nurse independent prescriber

Practice Manager	
Mrs Nicky Macdougald
MSc

Practice Nurses
Mrs Julia Butler 			Mrs Amanda Wright		
R.G.N., Diploma in Diabetes 	R.G.N., Diploma in Diabetes

Ms Reva Dyett 
R.N.A.

Specialist Matron 
Mrs Deborah Foote 
R.G.N.

Assistant Practitioner
Ms Natalie Rouse
Foundation Degree in Nursing

Health Care Assistants           				
Mrs Gillian Johnson 
Miss Darcey Bennett

Surgery Telephone Numbers

Main reception: 							 (01843) 831335

Practice Manager: 							 (01843) 267170

Practice Secretaries 						 (01843) 267165 or 267166
(Not to be used to book appointments)

Prescription queries:  						 (01843) 267148

Welcome to Westgate Surgery. We hope the information contained in this booklet will help all patients to obtain the maximum benefits from our available services.

We are a four Partner and one GP Assistant practice. We also employ one Advanced Nurse Practitioner, three Practice Nurses, two Health Care Assistants and a Matron specialising in care for older people.

Surgery Hours
The surgery hours are:-

Monday: 8.00am to 6.30pm
Tuesday: 8.00am to 6.30pm
Wednesday: 7.00am to 6.30pm
Thursday: 7.00am to 8.00pm
Friday: 8.00am to 6.30pm.

The doors are shut 10 minutes before the surgery closes but telephone access is available from 8.00am until 6.30pm.

All consultations are by appointment. Every effort will be made for you to see your own doctor as soon as possible. In an emergency however, you may be offered an appointment with another doctor.

Appointments
Doctors
•	Morning clinics Monday to Friday from 8.00am.
•	Afternoon or evening clinics in rotation Monday to Friday starting approximately 2.00pm or 4.30pm respectively.  

See our leaflet “How your Doctor Works”

Nurses
•	Appointments available Monday to Friday from 8.00am.
•	Afternoon clinics start at 1.30pm.  

Health Care Assistant
•	Morning clinics Monday to Friday starting 8.30am.
•	Afternoon clinics starting 1.30pm.

Dr Vishwanathan, Dr Williams, Nurse Julia, Nurse Reva, Assistant Practitioner Natalie and HCA Gillian offer early morning appointments before 8.00am on Wednesdays or Thursdays. For further information or to book an appointment, please speak to the receptionist.

All the doctors offer appointments which can be booked over the internet. Please ask the receptionist for a PIN (Personal Identification Number).

Visits
If you are too ill to attend the surgery you may request a home visit. If this is necessary please contact the surgery before 10.30am and provide the receptionist with some details of the problem so that we can help you by planning our visits before we leave the surgery. Non-urgent visits after this time may not be dealt with until the following day.

Telephone Advice
Dr Walton and Dr Leire have allocated telephone clinics for their patients to obtain advice over the telephone. The receptionist will ask you for a contact number and details of the problem.  

Late Attendance
Please make every effort to ensure that you attend the practice at the time of your appointment. Patients who attend late may be asked to make a further appointment for another day. 

If you are unable to attend your appointment, please contact the surgery beforehand to cancel it so we can make the appointment available to another patient.  

If you have an appointment at the hospital and you are unable to attend, please cancel this appointment directly with the hospital.

Emergencies and Out of Hours Calls
When the surgery is closed, please telephone NHS111 on 111.  

How to Register
If you live within the surgery catchment area (CT8 postcode) you will be able to register with this surgery. Appointments are available Monday to Friday to register. You will need to provide proof of your Westgate address e.g. utility bill, bank statement etc.

You will be asked to complete a short health questionnaire; your height, weight and blood pressure will be measured and the nurse or health care assistant will go through the questionnaire with you.

You may request placement onto a particular doctor’s list within the practice; however, if this is not possible the registration officer will advise you of this and provide an explanation. All patients have a named GP within the practice. We place new patients with the doctor who currently has capacity or with the same doctor as other members of the household. We aim to keep families with the same GP to enable the doctors to practice family medicine caring for the whole family during periods of celebration or difficulty. However the confidentiality of you and other members of the same household will be maintained at all times. 

If a child or an adult is not capable of making an application to register with a doctor, then this may be done by a parent/guardian or carer on their behalf.

Personal Lists 
We believe that the doctor patient relationship is the foundation of quality care. We feel that the more a patient sees their own doctor the more the doctor develops an understanding of the patient’s needs. This personal relationship leads to better decision making. All consultations are offered with your own doctor apart from during times of leave or if you need an urgent consultation and only the duty doctor is available. If you do not know who your GP is, please contact reception who will be happy to advise you.

Changing GPs 
The practice feels that GPs and patients need time to develop a relationship and moving patients to another GP can result in unnecessary repeat investigations when all that may be needed is for the patient to discuss their concerns with the doctor so that these can be resolved. If you would like to change your doctor please discuss this with the practice manager who will try to help. All the doctors have the same philosophy of care so changing doctors for different medications or fit notes will not resolve a problem but the practice manager may be able to suggest other solutions. 

Repeat Prescriptions
If you are on long term medication your doctor will advise you about our repeat prescription service. Please allow two clear working days excluding weekends or bank holidays, before collecting your repeat prescription. You are also able to order your repeat prescription online. Please ask at reception for a registration letter which will explain this service. 

Requests for repeat prescriptions are not taken by telephone or email. Telephone requests are only accepted for housebound patients. 

We operate a ‘repeat dispensing’ service for patients on regular medication. If you would like to know more about whether you are suitable for this service, please speak to your doctor.
 
As we are not a dispensing practice there is a prescription collection service operated by the local chemists. If you require this service please enquire at the surgery. 

We are now using the NHS Electronic Prescription Service (EPS). EPS means your prescriptions can be sent electronically to your chosen chemist. For further information please ask at reception or alternatively visit your preferred chemist who will be able to arrange this for you.

On occasions your doctor may stamp your prescription to remind you that you are due a review e.g. diabetic review or that a routine blood test is due. We hope you will not be offended by this as we have found it is a quick and easy way to contact our patients.

Access to the Surgery
Car parking is available on the main road and side roads. The surgery is within easy access of local bus and train routes. A place to secure bicycles is situated at the front of the surgery as well as an area to park mobility scooters.

The premises are easily accessible for disabled patients and all clinical rooms are on the ground floor.

Health Promotion
It is our policy to pursue preventive medicine for all patients. Our nurses offer health promotion appointments for diabetes and asthma and will advise on disease 
prevention. Patients with asthma, coronary heart disease, diabetes, or hypertension are 
invited to attend for regular check-ups.

Services available by appointment
•	Blood pressure checks
•	6-8 week old child development checks
•	Infant immunisation
•	Influenza vaccinations
•	Pneumococcal vaccinations 
•	Minor surgery
•	Advice on health related matters
•	Cervical smears and breast examinations
•	Removal of sutures
•	E.C.G.s
•	Family Planning
•	First aid and help with minor injuries
•	Hearing screening
•	Post-natal checks
•	Regular immunisations for adults and children
•	Taking blood samples
•	Leg Ulcer dressings

Travel Advice and Immunisation
Our practice nurses are available by appointment to offer medical advice regarding travel and vaccinations where appropriate. 

Do plan ahead – do not leave your vaccinations until the last minute.  

Fees are payable for some travel vaccinations, advice and record cards. These costs are displayed on notice boards in the waiting rooms.

Management of Common/Minor Ailments
Many conditions get better by themselves and can be treated successfully at home. Your pharmacist may be able to help you with these and advise about medicines you can buy over the counter.

X-ray, Pathology and other test results
If you are telephoning for these results, please do so after 2.00pm. All results are assessed by the doctors. The receptionist will confirm results to patients or indicate if there is a need to speak to the doctor or nurse or make an appointment.

Non-NHS Medical Examinations and Certificates
Medical examinations and certificates for specific purposes e.g. pre-employment, fitness for sports, fitness to travel, insurance claims, HGV licences, private certificates are available but are not part of the doctors’ NHS duties and therefore a private fee will be payable. Please contact reception for costs and to make an appointment.

Access to Patient Information
From time to time, patient information is shared with other healthcare professionals to ensure continued healthcare, e.g. Hospitals, Clinical Commissioning Group and Health Promotion Team etc. If you do not wish your information to be passed on, please notify the surgery in writing so we may add this to your records.  

Organisations outside of providing healthcare e.g. insurance companies, can only request medical information with the patient’s written consent.

For further information about how your information is used, who has access to it and how to see copies of your medical records, please pick up a leaflet from the surgery.

Chaperones
There are occasions when patients need to be examined by a doctor that may involve intimate examinations.  

This practice is committed to putting patients at ease whenever possible, and if you wish a 
chaperone to be present during your examination please do not hesitate to ask the doctor for a chaperone who may be a nurse or a female member of staff, all of whom have received chaperone training.

It may not be possible for such a chaperone to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time.

Trust is important in the relationship between general practitioner and patient and we would, at all times, wish you to feel able to ask for a chaperone, should you require it.

Change of Name/Address
Please inform reception if you change your name, address, or telephone number, so that we may keep your records accurate.  

Your mobile number is important, so that you can receive text message appointment reminders and information on your health. If you do not want to receive these text messages, please let us know.

If you move out of the surgery catchment area i.e. somewhere other than a CT8 postcode, you will be asked to re-register elsewhere.

If you experience difficulty registering with another practice, please telephone NHS England on 03000 424615 who will be able to offer advice.

Receptionists and Administration Staff
There are many tasks that are carried out by our staff, these include clerical duties i.e. contacting hospitals for admissions and results, sending referral letters, updating records, filing and running the computer systems etc. They will try in every way to help you.

Expected Behaviour
We endeavour to offer the best medical service and care to patients at all times with compassion and politeness. We anticipate that our patients will do the same and treat our staff with consideration and politeness.  

Should any patient use abusive language or threatening behaviour towards any member of the practice, then we reserve the right to remove them from the practice list.

Suggestions and Complaints
All members of the primary health care team at this surgery are keen to provide patients with the best possible care. Therefore, if any patient has a suggestion for improving our service, please do discuss this with our practice manager.

If any patient has any constructive criticism of the service offered, please feel free to discuss this with the practice manager, so that we may try to resolve the matter.

A leaflet is available from reception explaining the procedure.

Patient Focus Group
Our patient focus group meets every few months to discuss various topics and issues. We also have guest speakers to keep you informed of any changes which may affect you. If you would like to attend, the date of the next meeting will be advertised on posters in the surgery or please ask at reception.
Newsletter
If you wish to receive our surgery newsletter, please inform the receptionist of your e-mail address.

Other Leaflets
There are a variety of patient information leaflets available in a holder on the wall in the 
surgery entrance. If you cannot find the leaflet you would like, please ask at reception.

Date of Last Review: July 2019
Date of next review: Ongoing - when Practice information changes