Christmas Opening Hours: We are open as usual except for Christmas Day, Boxing Day and New Years Day when we are closed.
General opening hours are:
Monday 8am – 6pm
Tuesday 7.30am – 6.30pm
Wednesday 8am – 6.30pm
Thursday 8am – 6pm
Friday 7.30am – 6pm
Telephone lines open every day 8am to 12.30pm and 1.30pm to 6pm.
The surgery will close for training every Tuesday and Thursday lunchtimes 12.30pm – 1.30pm. The building will not be open for picking up prescriptions, etc., during these times.
Scheduled afternoon closures are on display in the waiting room and on this website (click on ‘Practice News’)
To avoid frustration, please make a note of these.
Our next patient forum will take place on Thursday 3rd October 2013. 6pm. Crawcrook Surgery
All welcome! Please drop me a line if you have any questions.
Paula Wright, Patient Engagement Officer.
What is a patient forum? Click on the ‘Patient Forum’ tab above for more details.
Download a form to print off and fill in to register for online access to order prescriptions and book appointments online here online access application form. Hand the form into reception when completed.
Alternatively, ask a receptionist for a copy of the form.
Our catchment area runs within the whole of NE40, NE41 on the south side of the river only and western areas of NE21up to Barlow Road, Pawston Road and Blaydon Bank.
Click on the following link to view our catchment area on Google Maps http://goo.gl/maps/XUbhS
Download a PDF of our Patient Information Pack here
PARKING:We now have parking facilities at our Crawcrook site. The parking spaces at the front (north) of the building are for use by the whole community when shopping in the village and are managed by Gateshead Council. The practice parking spaces are behind and to the west side of the building. To access these, drive past the entrance and follow the road around and to the left.
**PLEASE LEAVE THE SPACES DIRECTLY IN FRONT OF THE SURGERY ENTRANCE FREE FOR EMERGENCY ACCESS**
Patient Signposting. Seeing the right person for the right job helps us save NHS resources.Who to see at Crawcrook: A Patient Guide
General Practitioners (GPs)
GPs should be seen for:
- complex medical and mental health problems
- children under the age of two in emergency surgeries
Nurse Practitioners (NPs)
NPs are able to issue prescriptions and are capable of dealing with the vast majority of conditions which arise on an urgent basis including:
- acute back and musculoskeletal pains
- urinary tract infections
- vomiting and diarrhoea
- sore throats and tonsillitis
- chest infections
- ear infections
- side-effects or problems relating to contraception.
NPs can refer to a doctor immediately if necessary. Please note that children under two years of age being seen in an emergency surgery must be seen by a GP, so inform the receptionist the age of the child when you call for an emergency appointment for them.
You can also see a NP for things such as review appointments (as directed by GPs or NPs), diabetes clinic, or blood pressure monitoring and treatment.
Our practice nurses can be seen for:
- cervical smears; contraceptive pill checks (if experiencing side-effects or problems it would be best to see a NP or GP) and Depo-Provera contraception injections. Provided you have no problems with your choice of contraception you need only see the practice nurse twice a year
- injections and holiday vaccinations
- ear washouts
- chronic disease management checks, e.g. coronary heart disease; cerebrovascular disease (strokes and TIA’s); asthma; COPD and blood pressure monitoring and treatment.
Health Care Assistants (HCAs)
Our HCAs can be seen for:
- blood checks, including diabetic bloods, fasting cholesterol and drug monitoring
- blood pressure and urine dip sticking
- health checks
- heart disease risk assessment
- chronic kidney disease annual checks
- vitamin B12 injections
- ear wash outs
DISABLED FACILITIES: All the surgery facilities at our Crawcrook premises are laid out on the ground floor, suitable for use by those disabled, including appropriate wash-room conveniences. We do not own our Greenside premises and unfortunately these are not accessible to the disabled. Please contact either surgery before your appointment if you have specific needs.
REPEAT PRESCRIPTIONS: Patients can order repeat prescriptions online, by telephone and leaving a message on our repeat prescription voicemail or by calling at the reception. If you do call, we ask that you call after 11 am to order repeat presecriptions in order to keep the switchboard free for the emergency surgeries. Always allow 2 working days for your repeat prescriptions to be ready for collection. You can also use the repeat prescriptions box in reception.
To use our online service register and order repeat prescriptions at www.patient.co.uk/surgery.asp
You can also sign up on our repeat dispensing scheme. Ask the receptionist for details.
PATIENT RIGHTS AND RESPONSIBILITIES: As a patient you have certain rights (including, the right to receive treatment, the right to have treatment explained to you and the right to have a companion during consultation) and certain responsibilities (including being on time for appointments and the appropriate use of emergency services).
PATIENT INFORMATION: Your doctor and the team of health professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records), or held on a computer (electronic records). These records are then used to guide and manage the care you receive.
If you see another Doctor, or are referred to a specialist or another part of the NHS, they can see your medical history.
You may also be receiving care from organisations outside the NHS (like social services). If so we may need to share some information about you so that everyone involved in your care can work together for your benefit. Information about you will only be used or passed on if others involved with your care genuinely need it.
The Practice is registered under the 1998 Data Protection Act. The Data Protection Act allows you to find out what information is being held on computer and in manual records. This is known as a “right of subject access”, and it applies to all of your health records. If you want to see your health records, you write to your GP or the hospital where you are being treated. You are entitled to either look at your records or to receive a copy, but should note that a charge (up to a maximum of £50) will usually be made. In exceptional circumstances your right to see some details in your health records may be limited in your own interest or in the vital interest of others.
PRIVACY STATEMENT/POLICY: This GP Practice, as the data controller may collect personal information from visitors to this site. This will not include any information that can be used to identify any individual. This information is used only to respond to enquiries, monitor site usage and to enhance the use of certain technologies – such as activity based information. Cookies and logging of IP addresses are used to enable the GP Practice to monitor site traffic and repeat visitor statistics. The GP Practice will at all times comply with the requirements of the Data Protection Act 1998. read more
COMMENTS, COMPLAINTS AND SUGGESTIONS:
The NHS Constitution explains your rights when it comes to making a complaint. You have the right to:
- have your complaint dealt with efficiently, and properly investigated,
- know the outcome of any investigation into your complaint,
- take your complaint to the independent Parliamentary and Health Service Ombudsman if you’re not satisfied with the way the NHS has dealt with your complaint,
- make a claim for judicial review if you think you’ve been directly affected by an unlawful act or decision of an NHS body, and
- receive compensation if you’ve been harmed.
We aim to offer a friendly, personal, comprehensive and high standard of family health care to all our patients. We always welcome your feedback and value your comments and suggestions. Please get in touch via our online form or pick up a comments and suggestions leaflet in from our reception area.
You can raise a concern in a variety of ways:
- Verbally (by contacting our Practice Manager, Sue Jennings on 0844 4770956 or in person)
- In writing by completing a comments and suggestions leaflet in our reception area and placing it in the comments box. The box is checked weekly and we endeavor to acknowledge the receipt of a complaint within 5 working days and to seek to resolve any concerns within 30 working days – you will be advised if more time is needed. Please remember to leave your contact details if you would like us to contact you. You can also write to the Practice Manager, Sue Jennings, setting out your concerns and stating what you would like to see happen as a result of making your complaint, for example an apology and/or an explanation).
- Electronically (by email firstname.lastname@example.org This email is strictly for administration purposes only, not medical queries.)
Please note that this procedure does not deal with matters of legal liability or compensation.
FEEDBACK ON LOCAL NHS SERVICES: If you have any feedback please let us know and we will make sure the information is passed on to the relevent people.
ZERO TOLERANCE POLICY ON ABUSE AND AGGRESSIVE BEHAVIOUR TO STAFF: This Practice considers aggressive behaviour to be any personal comments, abusive and/or aggressive comments, cursing and/or swearing, physical contact and aggressive gestures.
No abuse of staff is acceptable whether verbal or physical. All abuse will be reported to the Practice Manager who will keep a log of all incidents.
All physical abuse of any of our patients is reported to the police. The patient will then be removed immediately from our list. If the police are not informed, the health authority will inform the patient of the need to register with a new doctor. In these circumstances, the General Practitioners are still obliged to see the patient if they come into the surgery within the next seven days.
Any incident of verbal abuse whether in person or on the telephone should be reported immediately to the Practice Manager and recorded in the logbook kept in the reception area. If appropriate, the Practice Manager will discuss the incident with one of the GPs and a formal letter will be sent to the patient. A copy will be kept with the medical records. Any response to the letter will be recorded in the logbook and the letter will be kept on file. The logbook can be reviewed weekly and discussed if necessary at the staff meeting.
If the patient’s name appears twice in the logbook, a final letter will be written warning him/her that any further abusive behaviour will result in removal from the list. On the third occasion, the patient will be removed immediately from the list and a letter will be sent to the patient confirming this.
All incidents will be reported to the Practice Manager or to a GP (in the absence of the Practice Manager) who will take appropriate further action.
We are proud to be a training practice and believe that this helps us to maintain the high standards of care you come to expect of us. Training helps with the recruitment of quality GPs into the practice and into Gateshead.
We normally have a GP registrar in the practice.
Registrars are fully qualified doctors who are gaining more experience, under supervision in order to obtain accreditation as independent GPs. In order to gain as much different experience as possible, they usually only remain at a practice for six months at a time.
From time to time they may request your permission to video their consultation with you. This may be for training purposes or to prove to the accrediting body that they are ready to become GPs. You have the right to refuse permission at any time – it will not affect your care in any way. However, this is a valuable training tool (frequently used by the regular doctors for continuing professional development.) The videos remain strictly confidential and are only seen by GPs within the practice or by examiners; they are destroyed after use.