Throckley Primary Care

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.

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Training

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.

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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.

Interpreting/translation service

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.

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Complaints/comments/suggestions

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 whomever 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 Complaints Coordinator at Newcastle Primary Care Trust on (0191) 217 2500. 

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.

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Patient Participation Group

We have a Patient Participation Group, who meet regularly and help provide feedback to the practice from our patients' perspective. If you would like to contact the Patient Participation Group please click here and we will pass the message on.

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Patient Survey results

The Department of Health is continuing the GP Patient Survey again this year to assess patients' experiences of their local NHS services.  The results of the most recent survey (April - September 2009) were recently published.

We are very proud to report that our practice has again scored very highly in several areas.  Indeed, we were the top ranked practice in all of Newcastle (out of a total of 35 practices) in the following criteria:

• Overall satisfaction with care received at the surgery
• Ease of getting into the building
• Cleanliness of the surgery
• Helpfulness of receptionists
• Ease of speaking to a doctor on the phone
• Satisfaction with opening hours

In addition, we also ranked 2nd or 3rd (out of 35 practices) in Newcastle in the following criteria:

• Not being overheard at reception
• Ease of speaking to a nurse on the phone
• Ease of getting test results on the phone

The survey also reveals that our surgery has the greatest demand for appointments in all of Newcastle.  We are constantly trying to improve the way we work to provide a more efficient and responsive service for our patients.

If you have any feedback on our services please contact the practice.

The full survey results are available here.

Please click here to see the results of the Patient Access Survey 2006/7 commissioned by Newcastle PCT. You will notice that our surgery recorded one of the highest response rates out of all of the practices in Newcastle - many thanks for your co-operation. We recorded the highest proportion (98%) of patients able to access a GP appointment within 48 hours in the whole of Newcastle. Please consult the full survey for details of other results.

We have conducted a large survey (2009) regarding your opinion of the quality of service we provide - many thanks to all of those who completed the survey whilst attending for their appointments.  The survey showed a high level of satisfaction with the services we provide.  The survey is conducted in most practices throughout the country and our results compare very favourably with the national benchmark/average scores.  Please click here to see a report of the full survey results and an action plan of what we intend to do over the coming year to address your valuable feedback.

If you have any comments regarding the findings of either survey please contact the Patient Participation Group via the link above (or via Reception) or the Practice Manager (via the e-mail link on the home page) or via Reception.

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Courtesy

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.

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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.

No Smoking

Please note that the surgery is a No Smoking building. There are cigarette bins provided outside the surgery for your convenience.

Dogs

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.

Patient confidentiality

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.

We are currently involved in research studies for which we provide anonymised information from patients’ notes. You cannot be identified in any way from this information as none of your personal details are given to researchers. Individual patients’ records are added into a much larger anonymous database, containing records from millions of patients across the UK . This information is used by researchers outside this practice. The database to which we contribute anonymised records is known as The Health Improvement Network (THIN). This database is managed by a company outside the NHS which does not have access to your personal details, only to anonymous medical records. The data are used for research into such topics as drug safety, disease patterns, prescribing patterns, health economics and public health. Many of these studies provide useful information to medical staff on diseases, the use of drugs or outcomes of disease or treatment.

These studies may be performed by academic researchers or commercial companies amongst others. However, no researcher has access to your full details such as your name and address, initials or your full date of birth. The researchers are not given information on the GP nor the practice name, address or post code. 

If you would like to opt out of this data collection scheme, please let your doctor know and no data from your records will be collected or used in research. 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 to see if you are willing to take part; you will not be identified in any published results. 

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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Your local PCT

The area served by Throckley Surgery is in the district covered by Newcastle Primary Care Trust. Newcastle Primary Care Trust is responsible for ensuring you get all the services you need. For details of all primary care services in the area, look at Your PCT Guide to Primary Care Services at www.newcastlepct.nhs.uk/.

The PCT also produces Your Guide to Local Health Services.

Newcastle Primary Care Trust
NHS North of Tyne
Bevan House, 1 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE6 4PF

Tel: (0191) 217 2500
www.newcastlepct.nhs.uk/

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West Newcastle Practice Based Commissioning Group 

This practice is a proud member of the West Newcastle Practice Based Commissioning Group.

We are part of a collaborative of a 16 GP practices. 

Whilst retaining our own identities we are working together on PBC in order to realise the benefits of a greater population size while retaining the "family doctor" feel of the service.

Our combined registered population is over 100,000.

Our purpose is to offer patients and users a greater choice from a wider selection of convenient, innovative and responsive services.

We aim to bring high-quality, cost-effective services closer to patients.

To find out more about the West Newcastle PBC Group visit our website www.westpbc.org.uk.  You will be able to discover what PBC is all about, what is being planned and how you can contact us to express your views.

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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 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.

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Lemington Nurse Practitioner Service

Any patient who lives or works in (or near to) Lemington can access the Nurse Practitioner service.

The Nurse Practitioners are available:

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.

Location map of Lemington Clinic

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Newcastle NHS Walk-in Centre

You can also see an experienced nurse for treatment of minor injuries and illnesses, seven days a week,

You do not need an appointment.

Location map of Newcastle NHS Walk-in Centre

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Newcastle Central NHS Walk-in Centre

You can see a doctor or nurse without having to make an appointment for treatment of minor injuries and illnesses,

NHS Direct

NHS Direct offers free expert health information and advice 24-hours a day on 0845 - 46 47 or at their website, http://www.nhsdirect.nhs.uk/ which also offers an enquiry service. For deaf people and those hard of hearing, a telephone service is available on 0845 - 606 46 47. If English is not your preferred language, you can choose to use a confidential translation service.

In addition, the NHS Direct self-help guide ‘Not feeling well?’ is available at the back of all new Thomson Local telephone directories, distributed in England from April 2004.

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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 (Newcastle General Hospital) 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.

Location map of Newcastle Newcastle General Hospital A&E Dept.

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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.

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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
  

Remember

• 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

Your local pharmacist

Your local pharmacist will be able to give you free health advice at any time – you don’t need an appointment. 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

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Transport to the surgery

There are excellent bus links to the surgery (including U Call buses (phone 202 0620), services 21, 22, 49, 50, 70, 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

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

Sore throat

Ear infection (otitis media)

Headache

Diarrhoea and vomiting (gastroenteritis) in children

Diarrhoea and vomiting (gastroenteritis) in adults

Cystitis in women

Headlice

Why no antibiotic?

Cholesterol

Smoking

Alcohol

Overweight

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

Surgery

Reception	264 1014
Repeat Prescriptions (11am - 1pm, 2 - 4pm)	264 1014
Fax	210 6702
Health Visitor	264 1014
Out of Hours GP	0845 - 60 80 320

Hospitals

Freeman	233 6161
Hexham General	01434 - 655 655
Marie Curie	219 1000
Newcastle General	233 6161
North Tyneside General	259 6660
Nuffield	0800 - 589 689
Queen Elizabeth, Gateshead	482 0000
RVI	233 6161

Other

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
NECA	234 3486
Newcastle Law Centre	230 4777
New Croft Centre (GUM & Sexual Health Clinic)	229 2999
NHS Direct	0845 - 46 47
NHS Health Information	0800 - 66 55 44
Parentline	281 4881
Police	214 6555
Rape Crisis Centre	232 9858
Registrar of Births & Deaths	211 5089
Relate	232 9109
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
Streetwise	230 5400
Termination of Pregnancy Direct Appointment Line	0191 - 28 29 300
U Call Buses	202 0620
Victim Support	274 4274
Women's Aid	265 2148

Useful Links

NHS Choices

NHS Direct

ASH - Action on Smoking and Health

Age Concern England

Alzheimer's Society Newcastle

Arthritis Care

Asthma - National Asthma Campaign

Autism - National Autistic Society

Back Pain - National Backpain Association

Benefits

Benefits Information - Department of Work and Pensions

Blind - Royal National Institute for the Blind

Breastfeeding Network

Cancer - Northern Cancer Network

Cancer - British Association for Cancer United Patients (BACUP)

Carers

Colostomy Association

Deaf - Royal National Institute for Deaf People

Diabetes UK

Dyslexia - British Dyslexia Association

Eczema - National Eczema Association

Epilepsy Action

Family Planning - Marie Stopes

Gingerbread - for lone parents

Health Promotion / Lifestyle

Heart - British Heart Foundation

Immunisation information

Liver - British Liver Trust

Lung - British Lung Foundation

ME Association

Medicines - over 800 leaflets on specific medicines and drugs

MENCAP - Learning disability

Meningitis - Meningitis Trust

Mental Health Foundation

Miscarriage Association

MIND - for mental health problems

Multiple Sclerosis Society

NCT - National Childbirth Trust

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

NHS Websites

NHS Choices

NHS Direct

Newcastle Primary Care Trust

Newcastle Hospitals NHS Trust

Newcastle and North Tyneside Health

Northumberland Primary Care Trust

Northumbria Healthcare

Department of Health

West Newcastle Practice Based Commissioning Group

Local Information