Noticeboard

***IMPORTANT NOTICE***

****PLEASE NOTE WE DO NOT ACCEPT PRESCRIPTION REQUEST VIA THE TELEPHONE *****

We’ve moved to a new HUB!

We would like to inform all our patients that we are moving HUBS from 1st July 2020.

Our new hub will be located at:

Poplars Surgery

17 Holly Ln,

Erdington

Birmingham

B24 9JN

 Appointments at Poplars Surgery must be booked in advance through your own GP practice (Reservoir Road Surgery) and are available with a range of clinicians including GP's, nurses and health care assistants. Please ask a receptionist for further information.

Following NHS guidelines all of our GP appointments are being converted to telephone consultations as of 17/03/2020

If the GP feels that they need to have a face to face consultation with you they will book an appointment to do so.

Prescriptions can be requested online or via email: reservoir.roadsurgery@nhs.net

If you have not yet nominated a pharmacy for your prescriptions to be sent to, you may want to consider doing this now. We will continue to provide updates to our patients via our website.

***DUE TO CORONAVIRUS (COVID-19) STARTING MONDAY 16TH MARCH 2020 WE WILL NO LONGER BE ACCEPTING WALK-IN APPOINTMENTS/BOOK ON THE DAY.

YOU MUST PHONE THE SURGERY TO MAKE AN APPOINTMENT. WE WILL HAVE 4 LINES IN USE TO ANSWER ALL CALLS. THE RECEPTIONISTS WILL NEED TO FOLLOW PROTOCOL IN BOOKING APPOINTMENTS BY ASKING YOU A SERIES OF QUESTIONS BEFORE THEY CAN BOOK AN APPOINTMENT***

Out of Hours  
Always telephone - 465 2950.  The out-of-hours service is for emergencies only, when the surgery is closed

Home Visits
Requests for home visits should be made before 10am where possible, by telephoning 465 2950. The receptionists will ask you for the reason for the visit; this is to allow the doctor to assess the urgency.

Test Results
If you have had a blood test, urine check etc, you will be asked to either telephone or come to the surgery for the result. Unless the doctor has told you to call before, please try us after 1.00 pm on 465 2948.

 Extended Access 

COMMENCING 6TH JULY 2019 THE SURGERY WILL BE OPEN ON A SATURDAY FROM 8.30 AM-12 PM FOR BOTH ROUTINE AND EMERGENCY APPOINTMENTS                   

Please ask a receptionist for further information.

Social Prescribing clinics - Fridays from March 2019 -

Please speak to Reception if you can benefit from this. 

 Blood tests

NHS England have therefore issued guidance to GPs that all non-urgent blood tests should be halted.

Anyone who needs a test for urgent health problems will still get one, but where your clinician recommends that it’s safe to do so, then you may be asked to come back for a test at a later date, or your appointment may be rescheduled. 

Given the nature of the shortage, we cannot give an exact date for when the test will be rescheduled, but please be assured that if your condition or symptoms require it, then you will get a test, and we will be re-booking your test when supplies become more easily available.

 If your condition or symptoms change or get worse, please contact the NHS as you would normally.

 

Practice Charter

We would like to introduce our surgery practice charter to you. It is a statement of your rights and responsibilities as a patient at this surgery. We are keen to work with you in providing the best possible care available.

Your rights are: 

  • to be registered with a family doctor
  • to change your doctor easily and quickly
  • to be offered a health check: - when joining a doctor's list for the first time - if you are aged between 16 and 75 and have not seen your doctor in the past three years.
  • to receive emergency care at any time through a family doctor
  • to have all necessary and appropriate medicine prescribed
  • to be referred for a consultant opinion when your family doctor thinks it necessary, and to be referred for a further opinion if you and your family doctor agree this is desirable
  • to have access to your health records, subject to any limitations in law
  • to know that those working for the NHS are under a legal duty to keep the contents of your health records confidential
  • to choose whether or not to take part in medical research or medical student training
  • to be given detailed information about local family doctor services through the Shared Services Agency
  • to receive a copy of the doctors practice leaflet, setting out the services he or she provides
  • to receive a full and prompt reply to any complaint you make about NHS services

The doctors and staff are here to help you. Please help us to help you.

 

Your responsibilities are:

  • treat the staff politely and with courtesy, as you would wish to treated yourself. The Practice adopts a zero tolerance policy towards patients who are verbally or physically abusive towards any member of staff and if you behave in an abusive manner you will be removed from our list.
  • ask about anything you do not understand
  • tell the surgery immediately if you change your name, address or telephone number
  • appointments - if you are unable to attend for your appointment please let reception know immediately, to enable another patient to be seen. If you are unable to attend a hospital or clinic appointment, please let them know immediately, to enable another patient to be seen.
  • understand that the results of tests are only given to the person having the test, or the parent/guardian for a minor
  • ask for home visits before 10.00 am in the morning
  • ask for out-of-hours calls only in real emergency and have a pen and paper ready (and another coin if ringing from a call box) as you will be given another number to ring
  • repeat prescriptions cannot be requested over the telephone
  • repeat prescriptions must be in writing, handed into the reception desk and with a stamped address envelope if you wish them to be sent by post
  • please allow 48 hours for repeat prescriptions to be processed.
  • repeat prescriptions are continually monitored and the doctor may wish to see you before the next issue.

Zero Tolerance Policy

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and all other staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and all other staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning or removed from the practice list if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from The Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Examples of Unacceptable Standards of Behaviour:

  • Violence
  • Excessive noise e.g. recurrent loud or intrusive conversation or shouting
  • Threatening or abusive language involving swearing or offence remarks
  • Intimidation Tactics
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot