Noticeboard

Telephones

With effect from Monday 26 October 2020, our telephone lines will be available between 08.00 and 18.00.  the practice will remain open until 18.30, Monday to Friday.

Covid 19 Vaccine

A trial is soon to be started at Synexus, Hexham General Hospital - please see our research page for more details if you are interested in taking part.

E-mail and e-Consult service

Please do not e-mail us directly with private or confidential medical information.  This is not a secure channel.  Please contact us via the e-Consult service instead. 

This is available via the online form found half way down the home page. Just click on the blue e-Consult box and follow the instructions.  This is a secure way of contacting us and the system will direct you appropriately.  If you need GP advice, you will receive a response the following working day and they will arrange any follow up or consultation that may be required.

Research project

If you'd like to take part in a research study about data sharing, please look at our Reseach page.

Face coverings and hand washing

In line with Government recommendations, if you are entering the surgery premises, please wear a face covering.  we also now have hand washing facilities at the entrance doors.  Please wash your hands when entering and leaving the building.

 

Patient Access Update

If you access our online services, Patient Access has started to offer private services through the portal.  These services are in no way endorsed by or connected to the practice.  patient access are also updating their security and shortly when you log in you will be asked to provide a 5 digit pin number.

Repeat medication

Pharmacies are taking longer to dispense medication due to supply issues.  Please allow 7 days before collecting your medication or check with the pharmacy.

Online booking

We have been advised not to offer online booking for face to face appointments for the time being.  Appointments are for telephone consultations only so please leave a contact number.  The GP or nurse will telephone you as close to the appointed time as possible.  However, they will not be able to call multiple times if they cannot speak to you.

 

 NATIONAL DATA OPT OUT

Information about the national data opt-out programme can be found at:

www.nhs.uk/your-data-matters or telephone 0300 303 5678

Mobile telephone numbers

Please make sure we have your up to date contact details.  We use mobile phone numbers to send appointment reminders and other appropriate messages.  If you provide us with a mobile telephone number we will assume you are happy to use this to contact you unless you tell us otherwise.

Carers

Please let us know if you are a carer so that we can refer you to Carers Northumberland for support, if you so wish.

Non NHS work 

This is not a priority for our team so it may take up to 3 weeks for us to provide insurance reports, to complete holiday cancellations forms etc. Please note there may be charges for these private services, so please ask.

 

Please also be aware that we cannot guarantee to turn around sick note requests within 48 hours, nor can we provide sick notes in advance.

Smoking and E-cigarettes

There is a blanket no smoking policy in the Primary Care Centre and Hospital site.  This extends also to e-cigrettes as there is no current evidence as to their efficacy or safety.

Online Booking and Medication Requests

To book appointments and order repeat medication 24 hours a day 7 days a week download an application form or please speak to one of our reception team.  for full details regarding security and consent please select item 4 in further information on the right of our home page

Application form for online access

Visitor Tansport for Wansbeck and North Tyneside

If a patient is transferred from Hexham General Hospital to Wansbeck or North Tyneside general hospitals for further treatment, a free daily shuttle car operates from Hexham to enable relatives to visit.  To book a place on this service, which leaves Hexham General Hospital at 1pm, contact 0344 811 8111 and ask for extension 5388.

 

Suggestions and Complaints

Comments and Suggestions

We are always interested to hear comments and suggestions regarding any aspect of our medical practice group. Ideally, please put these in writing to the Business Manager.  She can be contacted via our administration e-mail address: nencicb-nor.sele-admin@nhs.net.

Complaints and Compliments

Sele Medical Practice Complaints Procedure

The practice tries very hard to give the best possible service to patients.  From time to time you may wish to comment on aspects of your care.  The Business Manager, Anne Brooks, will be pleased to discuss any matter with you.

A complaint can be made to the practice directly, verbally or in writing, usually to the Business Manager, or to the Primary Care Trust.  Contact details are given below.  If you are not satisfied with the outcome of the complaints procedure you may refer the complaint to the Parliamentary and Health Service Ombudsman.  Contact details are given below.

Complaints information for patients

Complaints should be made within 12 months of an occurrence or within 12 months of the matter coming to the complainant’s attention.

There needs to be a prompt and complete written response to a complaint.  The practice will keep you informed if there is any reason for delay.

A complaint will be acknowledged within 2 working days.  Some verbal complaints may be resolved on the same day and a formal written response is not essential.

Complaints are filed separately from the doctors medical records.

Serious complaints are answered using a formal practice complaints procedure.  Further details are available from Mrs Brooks.

It can be helpful to hold a meeting with you as part of our investigation or to discuss the practice approach to the complaint.  If a meeting is held you are able to bring a friend or a person from an advisory service.   A written record of the meeting will be kept and you will be sent a copy.  Please feel free to comment on the record of any meeting.

There are sources of help for patients who wish to make complaints such as the Patient Advice and Liaison Service and the Independent Complaints Advocacy Service for Northumberland (ICAN).  Contact details are given below.

https://adapt-ne.org.uk/index.php/ican/

The practice will complete a thorough investigation of your complaint and keep you informed about the progress of the investigation.

The practice wishes to identify problems that lead to a complaint so that they can be avoided in future.

 The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 

 



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