- Change of name/address/phone number/e-mail
- Patients with particular needs/interpreting service
- Equality and Diversity Statement
- Safeguarding Statement
- Complaints/comments/suggestions, courtesy & the surgery premises
- Patient Group
- Access to medical records & Patient confidentiality
- Your local Commissioner
- Newcastle West Clinical Commissioning Group
- Specialist and Hospital care
- Lemington Nurse Practitioner Walk-in Service
- Choose Well
- Westgate NHS Walk-in Centre, Minor Injuries Unit, NHS 111 and Accident & Emergency/999
- Termination of Pregancy Direct Appointment Line
- Helping yourself - Mental Health Services & Local Pharmacies
- Transport to the surgery / Directions to the surgery
- Summary Care Records
- Patient information leaflets
- Useful phone numbers
- Useful Links
Change of name/address/phone number/e-mail
If you change name, address, telephone number (home or mobile) or e-mail address please let our receptionists know by calling or writing to us. Alternatively you can inform us of your new address/phone number/e-mail by clicking here and your change of name by clicking here and completing an on-line form. If you move outside the practice area you will need to find a doctor in your new area. There are instructions on what to do when you move to a new area on the back of your NHS medical card.
Throckley Primary Care is a ‘training practice’. This means hospital doctors wanting to enter general practice spend six months with us in order to gain the experience they need to become family doctors. As a training practice, your medical records may be used for educational purposes. If you object to this, we ask patients registering with us to sign an ‘opt out’ form refusing permission for their records to be used in this way.
You may meet medical students (and other health professionals in training) who are often attached to the practice. If the doctor will have students present during the consultation you will be informed of this at the time of booking. If you would prefer not to see the students please inform the receptionist and an alternative appointment will be given.
We are always keen to recruit patients who are happy to meet the students to talk about their illness experience; if you would be keen to do this please let us know.
All telephone calls (incoming and outgoing) are recorded for training and quality purposes.
Patients with particular needs
|Our surgery is accessible to patients using a wheelchair. We have three parking spaces outside our practice which are reserved for patients displaying a disabled sticker.|
|We have a wheelchair accessible toilet.|
|A portable induction loop is available. Please ask at reception.|
Equality and Diversity Statement
Throckley Primary Care recognises that many people in our society experience discrimination or lack of opportunity for reasons which are not fair. These include: race, religion, creed, colour, national and ethnic origin, political beliefs, gender, sexual orientation, age, disability (including mental illness), HIV status, marital status, responsibility for dependants, geographical area, social class, income level and criminal record. Throckley Primary Care is committed to a Policy of Equality of Opportunity which respects the identity, rights and value of each individual, be they staff member or patient.
Please make the Practice Manager aware if you have any concerns that equality and diversity issues have not been respected.
Throckley Primary Care is committed to safeguarding all children, young people and vulnerable adults that come into contact with our work. We believe that all children, young people and vulnerable adults have an equal right to protection from abuse, regardless of their age, race, religion, ability, gender, language, background or sexual identity and consider the welfare of the child/young person/vulnerable adult is paramount.
We will take every reasonable step to ensure that children, young people and vulnerable adults are protected where our staff are involved in the delivery of our work. All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately.
We enable all our staff and those who work with us to make informed and confident decisions regarding safeguarding.
We can arrange interpretation and translation services in person or by phone for patients who do not speak English. Please let us know if you need this service when booking an appointment.
Throckley Primary Care aims to give a friendly and professional service to all of our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whoever you feel most comfortable – your GP, our Practice Manager or our reception staff will be happy to help.
In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can contact the North East NHS Independent Complaints Advocacy - Telephone 0808 802 3000.
You can download an information leaflet about how we deal with complaints Complaints_Leaflet_-_Information_for_Patients. You can download a Statement of Complaint form for completion and submission to the practice Statement_of_Complaint_Form.
The Patient Advice and Liaison Service (PALS) can often help resolve any problems before they become formal complaints. A PALS officer can be contacted on 0800 032 0202.
The Patient Advice and Liaison Service (PALS) provide information and advice about NHS and non-NHS services and support organisations. They can help confirm/change hospital appointments, get explanations for cancellations, make bookings for interpreters, check why an ambulance may be late and let the hospital know if the patient is going to be delayed. In addition they can help signpost, e.g. how to find an NHS dentist, explain what will happen during appointments/treatments and give advice about discharge arrangements.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed (immediately if necessary) from our practice list.
Surgery car park and gates
Please note that the surgery car park will be open at the following times Mon. - Fri. 8.15a.m. - 6.00p.m. and Sat. 9.00a.m. - 12noon. At all other times the car park and surgery grounds will be locked.
Please note that Throckley Surgery and Newcastle PCT do not accept any responsibility for damage caused to vehicles whilst on the premises.
All ball games and use of scooters and skateboards are prohibited in the surgery car park. The Police will be informed immediately if this request is ignored.
Please note that the surgery is a No Smoking building. There are cigarette bins provided outside the surgery for your convenience.
No dogs are permitted within the surgery, except for guide dogs. Please tie up your dog outside the surgery.
Access to medical records
The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the Practice Manager for further information.
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. You have a right to know what information we hold about you. If you would like to see your records, please ask to speak to our Practice Manager.
The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again. We may use some of this information for other reasons, for example, to help us to protect the health of the general public generally, to plan for the future, to train staff and to carry out medical and other health research for the benefit of everyone.
The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, so that it is available each time we see you.
The information recorded about you may be used for reasons other than your personal care, for example, to help to protect the health of the general public, to plan for the future, to train staff and to carry out medical and other health research.
We are involved in research studies which require access to anonymous information from patients’ notes. You cannot be identified from these notes as all personal details (name, address, post code, full date of birth) are removed. Individual patients’ records are added into a much larger anonymous database from many patients across the UK which is used by researchers outside this practice. This data may be anonymously linked to other data, such as hospital data.
If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be collected for use in the anonymous research database. This will not affect your care in any way.
If anything to do with the research would require that you provide additional information about yourself, you will be contacted by your GP to see if you are willing to take part; you will not be identified in any published results.
Notice for patients regarding data collection.pdf
You have a right of access to your health records. If at any time you would like to know more, or have any concerns about how we use your information, please ask reception for
Note that you have a right of access to your health records. If at any time you would like to know more, or have any concerns about how we use your information, you can speak to Mrs Marie Bottomley (Practice Manager) Telephone number: 0191-264 1014.
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Local Commissioners - NHS England
The area served by Throckley Surgery is in the district covered by NHS England. NHS England is responsible for ensuring you get all the services you need.
PO Box 16738
Tel: 0300 311 22 33
Newcastle West Clinical Commissioning Group
Newcastle West is a Clinical Commissioning Group (CCG) that brings together a powerful partnership of 18 local GP practices covering the west of Newcastle upon Tyne and a population of around 132,000 people.
Commissioning is the process of assessing local health needs, identifying the services required to meet those needs and then buying those services from a wide range of healthcare providers, which can include hospitals, community-based services; ambulance services and a variety of voluntary and community sector organisations. The government is introducing clinical commissioning because it believes that front-line clinicians, such as doctors and community nurses, are closer to patients and know better what health services they need.
From April 2013, Newcastle West Clinical Commissioning Group will be responsible for making sure that health services are available to meet the needs of their patients.
How can you get involved?
The easiest way to get involved is to join your practice’s patient group by:
- picking up a form from the surgery
- speaking to one of the reception staff at your GP practice
What will I have to do?
From time to time we will ask your opinion on different issues, usually in the form of a quick questionnaire. We will contact you via email or, if you prefer, by letter.
We promise it won’t take too much of your time!
Practice Group members will also have the opportunity to meet with other patients from their surgery, with other Practices and Clinical Commissioning Group representatives through the Newcastle West Patient Forum.
What happens next?
Once you’ve provided your contact details, a member of the Practice staff will confirm your membership of the group.
After that, the Practice will contact you again to ask for your views on issues affecting the Practice and its patients.
Please note: the Patient Group cannot discuss individual medical concerns. If you have any questions at all about your own health or treatment, please speak to your doctor.
Specialist and Hospital care
If a GP or another member of our health care team believes you need hospital treatment or specialist care elsewhere, they will discuss referral to one of our local hospitals or specialist centres with you.
Our local hospitals include the Campus for Ageing and Vitality (formerly known as Newcastle General Hospital), Royal Victoria Infirmary and Freeman Hospital in Newcastle and Hexham General Hospital.
If you would like a copy of your referral letter please call at reception approximately one week later and we will provide you with a copy. If you are worried that there has been an undue delay in receiving your hospital appointment please inform us and we will look further into the matter.
The surgery is participating in the Choose and Book programme. Locally choice is available and we have some information about waiting times at the different hospitals in the local area. More information will become available in the future. Direct booking of hospital appointments is not available in this area yet but we will be offering this when it does. More information is available via the Choose and Book website. Leaflets about choose and book are available in the surgery.
Lemington Nurse Practitioner Service
Instead of going to the emergency department the RVI in Newcastle, come to the Lemington Resource Centre, where the wait may be considerably shorter.
Adults and children over the age of 2 years with a minor illness or injury can be seen without an appointment: Monday, Tuesday, Wednesday 8:30am - 12 noon and Friday 1pm - 4:30pm
They can help with contraception, back pain, blood pressure checks, blood and urine tests, sore throats, ears and eyes, rashes, coughs, help with stopping smoking, dressings, urine infections, immunisations, tummy bugs, sunburn, cuts and grazes, sprains, pregnancy tests and smears as well as many other problems. Please note that The Nurse Practitioners are unable to deal with long-term, chronic conditions or provide long term or repeat prescriptions. Please see your own GP in these cases.
Telephone (0191) 229 1806.
If you are injured or unwell there are a number of different NHS services that you can access. If you are unsure if a service can treat your condition, just call ahead and ask.
Click here for guidance about the different services available. Choose Well leaflet (Feb 12)
Westgate NHS Walk-in Centre
The Westgate Walk-in Centre is a nurse-led unit for patients with minor injuries and illnesses and is staffed by specially trained nurse practitioners, staff nurses and healthcare assistants. Although no doctors work on this unit, the team are supported by the medical staff of the RVI Emergency Department as required.
Patients do not need an appointment at the Westgate Walk-in Centre, they can simply turn up and wait to be treated. GPs can also refer patients here for treatment if appropriate.
Who: Adults and children (over 2 years of age). Please note the centre does not treat children under 6 years of age with injuries.
What: Most minor injuries and ailments can be treated at the walk-in-centre.
X-ray facilities to support the walk in centre are also available at Westgate Diagnostic Centre.
8a.m. until 8p.m., 7 days a week at
Westgate NHS Walk-in Centre
Campus for Ageing and Vitality (formerly Newcastle General Hospital)
Westgate Road, Newcastle upon Tyne NE4 6BE
Tel. (0191) 282 3000
Minor Injuries Unit
The Minor Injuries Unit (MIU) is based at the Royal Victoria Infirmary close to the heart of Newcastle city centre. This nurse-led unit is co-located to the new Emergency Department seeing patients for assessment and treatment of a wide range of urgent (non-emergency) conditions, minor injuries and illnesses. The Unit is staffed by highly experienced nurse practitioners who also work within the Emergency Department, and is supported by the medical staff of the Department who oversee the work of the Unit and are available for advice if required.
Who: Adults (aged 16 and over) - Children who present at the Minor Injuries Unit will be seen at the Children’s Emergency Department.
What: Most minor injuries and ailments can be treated at Minor Injuries Unit. Where clinically appropriate patients will be referred to the Emergency Department which is located next door.
Minor Injuries Unit (next to A&E), Royal Victoria Infirmary, Richardson Road, Newcastle upon Tyne NE2 4AZ
Tel. (0191) 282 0531
What to do when your GP practice is closed:
- If it’s a life-threatening emergency call 999
- If you need medical help but it’s not an emergency call 111
During normal practice opening hours, the practice remains your first point of contact for all routine requests.
NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency. Calls to NHS 111 are FREE from landlines and mobiles and NHS 111 is available 24/7, every day of the year.
When to call 111
You should call 111 when:
• You think you need to go to A&E or to another NHS urgent care service
• Your GP surgery is closed and you need healthcare advice
• You don’t know who to call for medical help.
When to call 999
Call 999 for life threatening emergencies such as:
• Major accident or trauma
• Severe breathlessness
• Severe bleeding
• Loss of consciousness
• Severe chest pain
Accident and Emergency / 999
Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest Accident and Emergency department (Royal Victoria Infirmary) or call 999.
Accident and Emergency departments are open 24 hours a day, 365 days a year and can assess serious injuries and provide emergency treatment.
Termination of Pregnancy Direct Appointment Line
Call this service (operated by The Newcastle upon Tyne Hospitals NHS Foundation Trust) if you are pregnant and would like to arrange an appointment to discuss your options. The receptionist will need your name, date of birth and the date of your last menstrual period. All information is treated in the strictest of confidence. It is important to call as soon as you can after finding out you are pregnant. Call the dedicated 24 hour line for an appointment on 0191 - 28 29 300.
Alternatively, if you would like to discuss your options with a GP please call Reception on 0191 - 264 1014 for an appointment.
Helping yourself & Local Pharmacies
Other local NHS services
As well as our practice, there are many other local NHS services you can contact for health advice, information or treatment. Before you do, remember that you can treat many minor ailments such as colds, coughs and indigestion by keeping a well-stocked medicine cabinet at home. We suggest you keep the following:
- Paracetamol and aspirin (children under 16 and people with asthma should not take aspirin)
- Mild laxatives
- Anti-diarrhoeal medicines
- Rehydration mixture
- Indigestion remedy (for example, antacids)
- Travel sickness tablets
- Sunscreen – SPF15 or higher
- Sunburn treatment (for example, calamine)
- Tweezers and sharp scissors
- A thermometer
- A selection of plasters, non-absorbent cotton wool, elastic bandages and dressings
- Keep the medicine chest in a secure, locked place out of reach of small children
- Always read the instructions and use the suggested dose
- Watch expiry dates – don’t keep or use medicines past their sell-by date
- Take all unwanted and out-of-date medicines back to the pharmacy
Mental Health Services
Newcastle Psychological Services
Who are they?
Newcastle Psychological Services aim to help residents of Newcastle who may be experiencing mental health difficulties. They have a diverse and friendly team consisting of Clinical Psychologists, Counsellors and Primary Care Mental Health Practitioners - some of whom are based in our surgery. Full details are available at their website www.newcastlehealthyminds.nhs.uk/. Their website also offers self-help guidance and information on a range of common problems such as anxiety, sleep problems, etc.
They have now made it easier for you to access some of their services. Simply fill out a referral form on-line for the type of help you require and they will call you back at a time that's convenient for you. Alternatively see your GP to discuss referral.
The Psychology department offer classes to help deal with Stress Control, Anger Management, Improving Sleep and Self-Confidence for Women. The dates and times can be found in this link.
Newcastle Talking Therapies
Newcastle Talking Therapies are a free and confidential service commissioned by NHS North of Tyne and available to everyone living in Newcastle aged 16 years and over. The service offers a range of talking therapies, advice, information and support. Talking therapies are effective in helping people with problems such as depression, anxiety, stress, anger, fears, bereavement and relationship difficulties. These therapies can help you understand what is happening to you, help you work through your difficult feelings and develop strategies for coping better. Their web site is currently under development but their service information leaflet is available for download here.
Anyone wanting to access the service can call them on their Freephone number: 0300 555 1115. They will be pleased to arrange an appointment for you or answer any questions you may have about the service.
Your local pharmacist
Your local pharmacist will be able to give you free health advice – you don’t need an appointment. Several pharmacies operate the ‘Think Pharmacy First’ scheme, offering free consultations and treatment for some illnesses and minor ailments (click here for further details). Many pharmacies operate extended hours on a rota basis. Call NHS Direct for details -
0845 - 46 47; http://www.nhsdirect.nhs.uk/
To find details of local pharmacies click here.
Throckley Chemists (click for details of opening hours and map)
Throckley P/Care Centre, Tillmouth Park Road, Throckley, Newcastle Upon Tyne, NE15 9NY
Tel: 0191 210 6750
Newburn Pharmacy (click for details of opening hours and map)
1 Newburn Road, Newburn, Newcastle Upon Tyne, NE15 8LX
Tel: 0191 267 4393
Tesco Superstores (click for details of opening hours and map)
The Pharmacy, Brunton Lane, Kingston Park, Newcastle Upon Tyne, NE3 2FP
Tel: 0191 220 7447
Asda Pharmacy (click for details of opening hours and map)
Maple Row, Metrocentre, Gateshead, Tyne and Wear, NE11 9YA
Tel: 0191 460 0873
Lloyds Pharmacy (click for details of opening hours and map)
8 The Shopping Centre, Hillhead Parkway, Chapel House Estate, Newcastle Upon Tyne, NE5 1DT
Tel: 0191 267 6705
Boots (click for details of opening hours and map)
3 Tyne View, Lemington, Newcastle Upon Tyne, NE15 8DE
Tel: 0191 267 4319
Boots (click for details of opening hours and map)
3 The Crossway, Lemington, Newcastle Upon Tyne, NE15 7LA
Tel: 0191 229 0033
Alliance Pharmacy (click for details of opening hours and map)
25 Denton Park Centre, West Denton Way, Newcastle-upon-Tyne, NE5 2QZ
Tel: 0191 267 9508
Wylam Pharmacy (click for details of opening hours and map)
Main Street, Wylam, Northumberland, NE41 8AB
Tel: 01661 852253
Alliance Pharmacy (click for details of opening hours and map)
381 Stamfordham Road, Westerhope, Newcastle-upon-Tyne, NE5 2LH
Tel: 0191 286 0587
Ashchem Chemists (click for details of opening hours and map)
684 West Road, Newcastle Upon Tyne, NE5 2UR
Tel: 0191 274 5653
Ashchem Chemists (click for details of opening hours and map)
293 Denton Road, Newcastle Upon Tyne, NE15 7HJ
Tel: 0191 274 1970
Transport to the surgery
There are excellent bus links to the surgery (including U Call buses (phone 202 0620), services 22, 50, 71, 684 and X82.
We have arranged a discounted rate with a local taxi firm and there is a Freephone in the surgery to call a taxi.
Remember friends, relatives and neighbours are often able to help you with transport.
Click here to get help planning a bus journey to the surgery (enter NE15 9PA as the destination postcode).
Directions to the surgery
1. Leave A69 at Throckley turn-off
2. Turn Left off slip road onto A6085 (Ponteland Road) towards Throckley
3. Go straight over roundabout
4. Continue down A6085 (Newburn Road) past Sainsburys on your right
5. Turn Right at the nursing home onto Broomyhill Road*
6. Turn Left onto Tillmouth Park Road*
* Signposted Throckley Primary Care Centre
We (the NHS in England) are changing the way we store and manage your health records.
Today, records are kept in all the places where you receive care. These places can usually only share information from your records by letter, email, fax or phone. At times, this can slow down treatment and sometimes information can be hard to access.
By making more health records electronic, there will be quicker ways to get important information to NHS healthcare staff treating you, including in an emergency.
For more information regarding this please click here.
Patient information leaflets
Click here to access Patient UK - Comprehensive, free, up-to-date health information as provided by GPs to patients during consultations.
Click here to access Best Treatments - Get the facts about the top treatment options.
NHS Choices Health Information - Make better choices about your health. Access in-depth information on over 850 conditions and treatments.
Click on the links below to view some of our most frequently requested patient information leaflets:
Coughs and colds in young children
Colds in adults and older children
High temperature (fever) in children
Ear infection (otitis media)
Diarrhoea and vomiting (gastroenteritis) in children
Diarrhoea and vomiting (gastroenteritis) in adults
Cystitis in women
Why no antibiotic?
A surgery in Wales has produced some short patient information videos on topics such as cervical smears, how to use your inhaler, how to check your blood sugar, flu injections, etc. Click here to see these videos.
Useful phone numbers
|Repeat Prescriptions (10am - 6pm)||264 1014|
|Health Visitor||264 1014|
|Out of Hours GP / NHS111||111|
|Hexham General||0344 811 8111|
|Marie Curie||219 1000|
|Campus for Ageing and Vitality (formerly Newcastle General)||233 6161|
|North Tyneside General||0344 811 8111|
|Nuffield||0800 - 589 689|
|Queen Elizabeth, Gateshead||482 0000|
|Age Concern||232 6488|
|Alcoholics Anonymous||521 4400|
|Alzheimer's Disease Society||236 2006|
|Childline||0800 - 1111|
|Citizens' Advice Bureau||232 0832|
|Disability Benefits Enquiry Line||0800 - 882 200|
|Housing Advice Centre||261 0074|
|Lemington Clinic||229 1806|
|National Drugs Helpline||0800 - 77 66 00|
|Newcastle Law Centre||230 4777|
|Newcastle Talking Therapies||0300 555 1115|
|New Croft Centre (GUM & Sexual Health Clinic)||229 2999|
|NHS Health Information||0800 - 66 55 44|
|Rape Crisis Centre||232 9858|
|Registrar of Births & Deaths||211 5089|
|Samaritans||0845 - 79 09 090|
|Social Services - Newburn||277 2555|
|Social Services - Out of Hours||232 8520|
|Social Services - Prudhoe||01661 - 832 758|
|Social Services - Sheriff Leas||286 3311|
Termination of Pregnancy Direct Appointment Line
0191 - 28 29 300
|U Call Buses||202 0620|
|Victim Support||274 4274|
|Women's Aid||265 2148|
ASH - Action on Smoking and Health
Age Concern England
Alzheimer's Society Newcastle
Asthma - National Asthma Campaign
Autism - National Autistic Society
Back Pain - National Backpain Association
Benefits Information - Department of Work and Pensions
Blind - Royal National Institute for the Blind
Cancer - Northern Cancer Network
Cancer - British Association for Cancer United Patients (BACUP)
Carers Centre - Newcastle
Deaf - Royal National Institute for Deaf People
Dyslexia - British Dyslexia Association
Eczema - National Eczema Association
Family Planning - Marie Stopes
Gingerbread - for lone parents
Health Promotion / Lifestyle
Heart - British Heart Foundation
Liver - British Liver Trust
Lung - British Lung Foundation
Medicines - over 800 leaflets on specific medicines and drugs
MENCAP - Learning disability
Meningitis - Meningitis Trust
Mental Health Foundation
MIND - for mental health problems
Multiple Sclerosis Society
Osteoporosis - National Osteoporosis Society
RELATE - for relationship problems
Support / self-help groups - details of over 2000 patient support and self-help organisations
Tests and investigations
Travel - Fit for Travel NHS site for travel advice
Tillmouth Park Road,
Newcastle upon Tyne,
Tyne & Wear,