Patient Experience

At Ivy Grove Surgery, we are always aiming to provide high quality family health care. We are working hard to improve the service that our patients receive, but appreciate that we don't always get it right. Therefore, we try to involve our patients in helping us to improve what we do.

To help us, we are going to set up a brand new patient reference group (PRG). Your involvement in the group can help to bring about practice changes and contribute to the development of new services in the future.

In the past we had a patient participation group called Friends of Ivy Grove Surgery, or FIGS for short, however, it was dissolved about a year ago.

On these pages, we will introduce you to our new patient reference group, provide details and results on any recent patient surveys and also other related information that may help to improve the experience that patients receive in the practice. If you would like to feedback the service you receive, please use the form on our contact page. Continue reading below for more information related to your visit to our surgery.

Continuity of Care

As a group practice, patients can see any doctor they wish. However, in order that the best care may be given, it is important to see the same doctor for a particular problem.

Therefore we stress that if you make an appointment, and you are consulting for a problem that a certain doctor is already treating you for, then please book the appointment with that same doctor, even though it may mean a wait to see that doctor. After a consultation, if the doctor would like you to book a follow-up appointment, it often helps to book with that doctor before leaving the surgery, as these appointments are usually available at this time.

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 care and advice. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. You have a right to know what information we hold about you. If you would like to see our records, please call our Practice Manager on the main surgery number. Please note there may be a charge for access to your records.

Patients’ Rights and Responsibilities

Patients have the right to:

• be registered with a General Practitioner
• change doctor if desired
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• view their medical records, subject to the Acts and to know that those working in the NHS are under legal obligation to keep the contents confidential

With these rights come responsibilities and for patients this means:

• being courteous to the staff at all times – remember they are working under doctors’ orders
• attending appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
• being aware that an appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made
• making every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience
• allowing us the required 48 hours notice for repeat prescriptions, as this allows for accurate prescribing
• that out-of-hours calls (e.g. evenings, nights and weekends) should only be requested if they are felt truly necessary

Zero Tolerance Policy

Ivy Grove Surgery operates in line with the NHS Zero Tolerance Policy.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similar respectful way. We take seriously any threatening, abusive or violent behaviour against our staff or patients. If a patient is abusive or violent, they will be warned to stop their behaviour.  If they persist, we will exercise our right to take action and have them removed immediately from the premises, by the police if necessary. They will also be removed immediately from our list of patients.

Car Parking

The surgery has a large patient car park with a flat pathway directly to the main entrance. The car park is accessed from the rear of the building off Steeple Drive. We also have five spaces reserved for patients displaying a disabled sticker. We ask patients who do not have disabled stickers not to park in these spaces. We also request that patients do not park in the staff area of the car park, as this is for doctors and staff only. A monitored parking permit system is in operation in the staff car park. Illegally parked cars may be clamped.

Disabled Access

The surgery has suitable access and facilities for our patients in wheelchairs. If you require any assistance please do not hesitate to ask a member of staff. Please leave prams and pushchairs in the porch. Prams and pushchairs should not be brought into the waiting area as they pose a Health and Safety risk for other users of the building. Should you require any assistance, please ask at the reception desk.

Staff Training Days

With such a large team and like other workplaces, we endeavour to hold training days for the benefit of our staff. Training is usually held on Wednesday afternoon once a month when the surgery is closed. On these afternoons all calls will be diverted to the out of hours services. Routine matters would need to wait until the surgery re-opens.

The surgery will be closed from 1.30pm on the following dates, whilst we undertake staff training:

• December 21st, 2011
• January 25th, 2012
• February 15th 2012
• March 21st, 2012
• April 18th, 2012 (provisional)
• May 16th, 2012 (provisional)
• June 20th, 2012 (provisional)

Derbyshire County Primary Care Trust

The area served by Ivy Grove Surgery is in the district covered by Derbyshire County Primary Care Trust.

Derbyshire County 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 Guide to Primary Care Services at www.derbyshirecounty.nhs.uk or get the information you need at www.nhs.uk (links open in a new window).

Derbyshire County Primary Care Trust
Trust Headquarters
Scarsdale
Nightingale Close
Off Newbold Road
Chesterfield
Derbyshire S41 7PF

Tel: 01246 231255
Fax: 01246 514164
Email: communications@derbyshirecountypct.nhs.uk
Web: www.derbyshirecounty.nhs.uk (link opens in a new window)