Welcome to Brookvale Practice

We aim to treat all our patients promptly, courteously and in complete confidence. We feel it is important you know who you are speaking to, all our practice staff wear a name badge and will identify themselves on the telephone. Brookvale Practice is a training practice. This means hospital doctors wanting to enter general practice spend up to 12 months with us in order to gain the experience they need to become family doctors, we also train 4^th year medical students from Liverpool University.

The building Hallwood Health is shared with Weaver Vale Practice.  There is a car park to the front and side of the building with spaces reserved for patients displaying a disabled sticker. The Practice offers easy access for disabled people or parents with prams and all surgeries are located on the ground floor.  There is a Boots pharmacy located in the building.

When we are closed

Please note we cannot book on the day appointments until 8am.

If you require urgent medical assistance when the surgery is closed then please call 111, please note that this number is for medical emergencies only or alternatively use the NHS 111 Online service by clicking https://111.nhs.uk/

Call Recording

Please note some calls may be recorded. We use the recording of phone calls for a number of reasons; these include but are not limited to: investigating complaints, investigation of incidents, staff training and prevention and detection of fraud. Recordings will be stored securely for 3 years and are managed by Mid Mersey Digital Alliance

Protected Learning Time Closures

The Practice will be closed from 1pm on the following dates for staff training

Thursday 25th April 

Thursday 23rd May

Wednesday 26th June 

Thursday 25th July

Thursday 26th September

Thursday 24th October

Wednesday 27th November 

If you require urgent medical attention when the surgery is closed then please ring 111

Call 999 in an emergency. Chest pains and / or shortness of breath constitute as an emergency.

Patchs

NHS 111

NHS 111 can help if you have an urgent medical problem and you’re not sure what to do.

You can get help online or on the phone and the service is available 24 hours a day, 7 days a week.

You answer questions about your symptoms on the website, or by speaking to a fully trained adviser on the phone.

GP Extra Telephone Line is open:

Monday - Friday 6.30pm - 8.30pm

Saturday 9am – 5pm

Contact Number: 01928 593078

Patient On-line Services

To be able to book, cancel or amend appointments, view aspects of your medical history and order your repeat medication 24 hours a day via an NHS approved on-line services.

To register please speak to our Reception team you will need photo ID (either a valid driving licence or passport) and complete a registration form. Our team will set you up and give you a linkage key with your personal log in ID. For more information please ring our Reception team.

Brookvale Practice Leaflet

Named GP for 75s and over, named accountable GP for all patients

NAMED GP FOR PATIENTS AGED 75 YEARS AND OVER

The NHS has introduced a new service for people who are 75 years old and over.

As part of this service, all practices are required to provide patients 75 years old and over with a named GP, with the aim of ensuring that there is a GP in the practice who can offer overall responsibility for the care and support that our surgery provides for you. They may also work with other health care professionals to ensure that you have a co-ordinated package of care.

Whilst this doctor has been designated as having overall responsibility for care and support that our surgery provides for you, this does not prevent you from seeing any other GP or clinician in the practice as you currently do.

Over 75s

Are you age 75 or over?

Have you had your health check?

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Your Rights and Responsibilities

Aims and objectives

We aim to provide a high quality safe effective and equitable primary care service for our practice population. Our charter is a statement of what you can expect from the practice and what we feel we can expect from you in return.

Your rights as our patient:

We are committed to giving you the best possible service we can achieve by working together.

You will always be treated with courtesy and respect.

You will always be offered the treatment we believe is appropriate for you, by a suitably qualified person.

We will make every effort to see you promptly, but this may not always be possible. Medical emergencies will receive immediate attention and there will be a duty doctor available each working day for urgent problems.

We will aim to offer you an appointment with a clinician within two working days whenever possible. If the clinician you prefer is not available, we will arrange for you to see another clinician. You will be seen by a clinician on the same day if this is appropriate, although we cannot guarantee you will be seen by a particular clinician.

Medical advice is available 24 hours a day by dialling 111 for the NHS 111 service.

We will tell you when the results of tests and X-rays are likely to be available and how to obtain them.

Repeat prescriptions will normally be available for you to collect or be sent to the pharmacy of your choice within two working days.

We will strive to promote good health through advice and preventative medicine. We will work in partnership with other agencies to provide effective health care for all our practice population

We will respect your rights of confidentiality and access to your medical records, within the law.

We will try to deal at once with any problems or complaints which you bring to our attention and welcome your suggestions for improving our service to you.

What you can do for us:

Please treat surgery staff with due courtesy and respect.

If you are unclear about your treatment, please ask. Try to follow any medical advice given you.

If you need a home visit, if possible, please telephone before 11.00am.

Only ask for urgent appointments, emergency consultations or home visits when appropriate.

Let us know as soon as you can if you cannot keep an appointment.

Please telephone between 2.00 and 4.00pm to obtain the results of investigations and X-rays.

Whenever possible unless housebound or aged 75 and over please request repeat prescriptions by the following: online, using the slip on your prescription form, post enclosing a stamped self-addressed envelope or dropped into the prescriptions post box in the surgery foyer.

Please respond promptly to any letters we may send to you.

Be understanding when your own consultation is delayed by someone else's unexpected emergency.

Many illnesses can be prevented through healthy living. Please ask us for health promotion advice.

Screening programmes are invaluable in the early detection of certain illness. Please take advantage of them.

Please ensure you address is correct and that we have the correct contact details

Suggestions / Complaints

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.

Brookvale Practice has a Patient Participation Group. If you have a suggestion, you may wish to contact the PPG. Alternatively, if you would prefer to discuss your issue, please ask to speak to the Practice Manager.

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the practice, please let us know.

Named Accountable GP

All patients registered at the practice have a named GP.

What does ‘accountable’ mean?

The new contract requires the named accountable GP to be responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each patient where required. However, this does not mean that they will be the only GP or clinician who will provide care to that patient. These responsibilities will be carried out within the opening hours of the Practice and do not change the way you currently access care outside these hours.

This is largely a role of oversight, with the requirements being introduced to reassure patients that they have one GP within the practice who is responsible for ensuring that this work is carried out on their behalf.

Does the requirement mean 24-hour responsibility for patients?

No. The named GP will not:

• take on vicarious responsibility for the work of other doctors or health professionals.
• take on 24-hour responsibility for the patient, or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week.
• be the only GP or clinician who will provide care to that patient.No. However, practices are required to inform patients of their named GP at the next appropriate interaction.If you have forgotten or  would like to know who your named GP is please ask a member of the reception team when you are next in the surgery.Patients will be allocated a named GP on the based on who they historically were registered with. However, if a patient requests a different named GP, reasonable effort will be made to accommodate their preference.
• Do patients have to see their named GP when they book an appointment?
• Can patients choose their own named GP?
• Newly registered patients should be notified of their named accountable GP when the register.
• Will GP practices write to patients to inform them of their named GP?

No. Patients can, and should, feel free to choose to see any GP or nurse in the practice in line with current arrangements. If their preferred choice of GP or nurse is not available, an alternative will be offered. As all patients have an electronic medical record this ensures that all clinicians in the Practice have access to the most accurate and up to date information

NHS Halton Clinical Commissioning Group

No.1 Lakeside

920 Centre Park

Warrington

WA1 1QY

Telephone: 01925 303030