Administration And Appointments
Doctors Surgery Times
| | AM/PM | Mon | Tue | Wed | Thu | Fri |
| Dr A. Roberts | AM | 9.00 - 11.00 | 9.00 - 11.00 | 8.30 - 9.30 | 8.30 - 10.30 | 9.00 - 11.30 |
| PM | 4.20 - 6.00 | 3.00 - 4.00 | | 2.00 - 3.30 | 2.00 - 3.30 |
| Dr S. M. Lloyd | AM | 9.00 - 11.00 | 8.30 Nannerch | 8.30 - 10.30 | 8.30
Nannerch | 8.30 - 10.30 |
| PM | 4.30 - 6.00 | | | 3.30 - 5.30 | 1.30 - 3.00 |
| Dr H. M. Harper | AM | | 9.00 - 11.00 | 9.00 - 10.00
10.00 - 11.00
Child Health | 9.00 - 11.00 | 9.00 - 11.00 |
| PM | | 4.00 - 5.30 | | | |
| Dr R. G. Major | AM | 9.00 - 11.00 | 9.00 - 11.00 | 9.00 - 11.00 | 8.40 - 9.40 | 9.00 - 11.00 |
| PM | 2.00 - 3.30 | 2.00 - 3.30 | 4.20 - 6.00 | | 2.00 - 3.30 |
| Dr N. Bibby | AM | 9.00 - 11.00 | 9.00 - 11.00 | 9.00 - 11.00 | 9.00 - 11.30 | |
| PM | | | 2.00 - 3.30 | | |
In addition the following sessions are held at Holywell Cottage Hospital
Minor Surgery : Dr A Roberts and Dr R Major (1 session per month each)
Nurse Led Clinics
Practice Nurse Clinics
| | AM/PM | Mon | Tue | Wed | Thu | Fri |
| Sister Sulwen Swain | AM | | 9.00 - 12.00
(HP) | 9.00 - 12.00
(CHD/Diab) | 9.00 - 12.00
(Diab) | 9.00 - 12.00
(CHD/Diab) |
| PM | | 2.00 - 3.00
(HP) | 2.00 - 5.30
(HP) | 2.00 - 4.30
(HP) | 2.00 - 5.30
(HP) |
| Sister Glenys Thomas | AM | Triage and Minor Illness | Triage and Minor Illness | Triage and Minor Illness | Triage and Minor Illness | Triage and Minor Illness |
| PM | 1.40 - 5.00
(HP) | 1.40 - 5.00
(HP) | 1.40 - 5.00
(HP) | | |
| Sister Shelley Lewis | AM | 9.15 - 12.30
(HP) | 9.15 - 12.30
(HP) | | | |
| PM | 1.30 - 4.30
(HP) | 1.30 - 4.30
(HP) | | | |
District Nurse Clinics
| | Mon | Tue | Wed | Thu | Fri |
| Sister Gwenda Lewis and Team | 10.30AM - 11.30AM | | 3.00PM - 4.00PM | | 10.30AM - 11.30AM |
Health Visitor Clinics
| | Mon | Tue | Wed | Thu | Fri |
| Mrs Edie Edwards | | 2.00PM - 3.45PM Immunization | 9.00AM - 12.00PM Child Development 2.00PM - 3.30 Babies | | |
Midwives Ante Natal Clinics
| | Mon | Tue | Wed | Thu | Fri |
| Mrs Pauline Harris and Team | | 9.30Am - 12.30PM | | | |
Key:
(HP) = Health Promotion
(Diab) = Diabetes
(CHD) = Heart Disease
Administration And Appointment System
We have an experienced team of receptionists who, wherever possible, will always try to accommodate your requests for appointments and help you with your concerns and queries. Sometimes, however, it is not always possible to accommodate your wishes immediately and we ask you to help us help you by being a “PATIENT” patient!
Urgent (Same Day) Appointments
When patients feel they have an urgent (same day) medical need and are unable to wait for a routine appointment, a trained “Triage Nurse” will make an initial assessment regarding the degree of urgency and arrange the most appropriate course of action. According to the need, the nurse will recommend one of the following alternatives:
- Telephone advice
- Same day appointment with a doctor or nurse
- Urgent same day home visit by a doctor
- Immediate hospital admission after discussion with a doctor
- Routine future appointment with a doctor or nurse
How does the Triage system work?
If you have a medical condition which you think is sufficiently urgent for an appointment or home visit on the day then you can contact us by telephoning 01352 710738 or 01352 710529 and the receptionist will take a note of your contact number. The nurse will then call you back as soon as possible and discuss the problem with you, offering the most appropriate course of action. Please make your telephone call as early as possible, but in any event between 8.00 a.m. and 10.30 a.m. Please DO NOT come into the surgery as you may have to wait over an hour before the nurse is able to speak to you and of course you might have a similar wait to see a doctor. Part of the idea of a triage system is to avoid patients having to wait at the surgery, and it would be more convenient for you to wait in the comfort of your own home.
Routine Appointments
Because the surgery is busy between 8.00 a.m. and 10.30 a.m. and priority is given to urgent appointments, we ask that for non - urgent appointments you telephone between 11.00 a.m. and 5.00 p.m. or call into the surgery between these times. For routine appointments please call as far in advance as possible to enable us to offer you an appointment at a time suitable to you and with the doctor or nurse of your choice. If you cannot keep an appointment please let us know; your appointment can be given to another patient and avoids wasting doctors’ or nurse consultation spaces. You can also book appointments “on line”. See Online Services page of this website.
Home Visits
If you feel you need a doctor to visit you at home, please make your request between 8.00 a.m. - 10.30 a.m. Later in the day, home visits by the one doctor “on call” will be for URGENT cases only which cannot wait until the next day.
Please make every effort to attend the surgery rather than ask for a home visit as the doctor can see four patients in the time it takes to make one house call.
Out of Hours Emergencies
When you telephone the surgery on the practice emergency number (01352 710529) after 6.00 p.m. at night your call will be transferred to:
- Between 6.00 p.m. – 6.30 p.m. Monday to Friday
Contact MORFA DOC on 0844 8118181
-
Between 6.30 p.m. – 8.00 a.m. Monday to Friday
And 24 hour cover on Saturday & Sunday
Contact FLINTSHIRE OUT OF HOURS SERVICE on
01244 813823
Receptionists, specially trained nurses and general practitioners staff the Flintshire Out of Hours Service and Morfa Doc Centre. They operate separately from hospital accident & emergency departments.
The Flintshire Out of Hours service is commissioned by the Flintshire Local Health Board.
In addition to the above Out of Hours provision patients can also access the services of NHS Direct Wales on 0845 46 47.
Test Results
Please telephone after 2.00p.m. on the day that the doctor or nurse has indicated that your test result should have been processed and a receptionist will usually be able to give you the result. Sometimes, where results need more careful explanation, you may be advised that the doctor would like you to make an appointment to come in and discuss the results.
Minor Surgery
Any patients who are advised by their usual doctor to have a minor surgical procedure (e.g. removal of moles or cysts) can be treated by Dr A Roberts or Dr R. G. Major at their monthly minor surgery session at Holywell Cottage hospital.
Nursing Services
Appointments with the Practice Nurse
We are fortunate to have very experienced practice nurses at the surgery. The nurse that you consult with may well be determined by the various expertises that they have:
| Sister Sulwen Swain | RGN/RM |
| Sister Glenys Thomas | ENG/RGN |
| Sister Shelley Lewis | ENG/RGN, Dip N, BsC Hons, SPGP |
You should make an appointment with them if you need any of the following services:
- Minor Illness Clinic
- Asthma Screening & review
- Blood Pressure Checks
- Chronic Obstructive Pulmonary Disease Screening and Review
- Contraceptive Pill Checks and Injections
- vaccinations – Routine & Travel
- Cervical Smears & Well Woman Clinics
- Dietary Advice
- HRT Follow Up
- Smoking Cessation
- Diabetic Advice
- General Health Checks
- Heart Disease Screening
District Nurses
The District Nursing Team is based at Greenfield Clinic and can be contacted by telephone on 01352 719215. In addition they run daily clinics at the surgery. Please consult the insert at the back of this leaflet for times of the District Nurse clinics.
Health Visitor
The Health Visitor gives advice and monitors the health and development of children and families. She can be contacted at Park Lane Clinic (Tel 01352 712002) In addition child development and immunization clinics are held at Bodowen each week. You should receive an appointment card prior to your child’s immunization, but if you don’t please contact the surgery when your child is the appropriate age. Dr Harper and our health visitor carry out Child Development checks by prior appointment.
Midwives
The midwives hold an antenatal clinic for mums to be at the surgery each week.
Medical Students
From time to time we teach medical students from the Medical School in Cardiff as part of their training. You will be informed on your arrival for your appointment. However, should you not want the student present at your consultation please inform the receptionist
Standard of Service
Whilst we try our best to provide you with a friendly and efficient service, we do recognise that there may well be room for improvement and are open to constructive suggestions. Please make these, either verbally or in writing to the doctors or the practice manager rather than the receptionists. Suggestions for ways of improving the service will always be considered seriously.
Violent or Abusive patients
Practice Staff will try to accommodate patient’s requests wherever possible. Sometimes it is not possible to comply with a request from a patient and an explanation of the reasons for this decision is given. We will not tolerate violent or verbally abusive behaviour towards medical, nursing or administrative staff and such patients may be removed from the practice list.
Complaints
If for any reason you feel dissatisfied with the service provided, the practice manager is our complaints officer and you can address your complaint either verbally or in writing. We will endeavour to resolve the problem to your satisfaction. However if you feel that your complaint needs to be dealt with by an independent body you are welcome to address your concern to the Complaints Manager at Flintshire Local Health Board on 01352 700227.Please ask them for a copy of the “guide to making complaints or raising concerns” leaflet.
Confidentiality – Disclosure of Patient Information
Patient information is treated as confidential at all times. Practice staff are bound by a signed “confidentiality statement”. Information may be viewed by doctors, nurses, reception, pharmacy staff who are employees of the practice. Additionally health authority staff such as District Nurses, Midwives and Health Visitors may have access to patient information with consent from General Practitioners in order to perform their duties. Sharing of patient information with any other agency or company will only be actioned after written consent has been given by patients.
Patient Information held electronically is covered by the Data Protection Act.
Flintshire Local Health Board
The practice is contracted for General Medical Services by the Flintshire Local Health Board which is based at Preswylfa, Hendy Road, Mold, Flintshire CH7 1 PZ Tel 01352 700227. Details of primary medical services available in Flintshire can be obtained from the above authority
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