Statement of Purpose

Health and Social Care Act 2008

Service Provider

Warden Lodge Medical Practice
Glen Luce
Cheshunt
Herts
EN8 8NW

Tel: 01992 622324

www.wardenlodge.co.uk

adminwardenlodge@nhs.net

Registered Manager Helen Moth

The Partnership

Dr Catherine Orji  MBBS BSC(Hons)

Dr Raza Rashid MRCGP

Regulated Activities and General Practice Services

Diagnostic and Screening Procedures

Family Planning

Treatment of disease, disorder or injury

Surgical procedures

Maternity and midwifery

Aims and Objectives

  • To provide effective diagnostic and screening procedures as appropriate to achieve a high standard of medical care.
  • To provide safe, effective family planning to women and man by providing information and access to a range of contraceptive services.
  • To treat our patients with respect, involve our patients in decision making about their care and refer to other agencies as required.
  • To ensure surgical procedures are performed when necessary by trained and competent staff, who have the right skills, supported by a learning environment.
  • To provide women with safe effective care from before conception through to post natal care and to help women choose where they receive their care and where they deliver their child, and to provide information and services (apart from intra-partum care) jointly with local midwifery service.
  • To provide information, support and referral to women who choose not to continue their pregnancy; within the current UK legal framework.

Service Users

Warden Lodge Medical Practice is a purpose-built GP surgery constructed and opened in autumn 2006, to serve all the local community who live within the practice boundary and are registered at this surgery, and provide immediate and necessary treatment for patients who are not registered at the surgery but are temporarily residing in the area.

The premises are located over three floors with consulting rooms on the ground and first floor.

The surgery meets all the requirements for disabled access.

Staff

As well as the GP Partners, the practice employs salaried GPs and Nurses who treat the patients.

To complement the clinical staff the Practice Manager has overall responsibility for managing the running of the practice, along with reception staff, various administrators and medical secretaries.

All members of staff are trained and knowledgeable in their specific areas, along with cross training to ensure the correct skill mix of staff who can then assist in other areas of the practice should the need arise.

Surgery hours

We are open Monday to Friday between 08:00 – 18:30

We are also open on alternate Saturdays (twice per month) from 08:00 – 12:00 offering a range of GP, nurse and health care assistant appointments.

Appointments

You can call during our surgery hours to make an appointment, please be aware that our peak time for phone calls is between 08:00 and 09:00 so you may find the lines busier at this time.

You have the right to express a preference for the doctor of your choice, however you may find you are offered an earlier appointment if you see any of our doctors in the practice.

We off both telephone and face to face appointments with a doctor, and you will be asked at the point of booking for your preference.  If you book a telephone consultation the member of reception team will take brief details of the nature of your request and a contact number. If you do not wish to give your reason to the receptionist then you do not have to divulge this.

If you are unable to keep an appointment, please telephone the surgery to cancel, as your appointment can be offered to someone else.

Appointments can also be booked/changed or cancelled online.

Urgent appointments

Urgent cases will always be seen on the day; otherwise you will be offered the next appointment.

If you are booking an urgent appointment you will be asked the reason for the appointment,  this will enable the Doctor to assess the urgency of the call.

The member of the reception team will take brief details of the nature of your request and a contact number. If you do not wish to give details of the reason for your appointment to the receptionist, then you do not have to divulge this.

You will then receive a call back from the duty doctor who will discuss with you the problem or concern and will advise what to do next.

Chaperones

If you would like a chaperone present during your consultation, then please advise the receptionist when booking your appointment or when checking in.

Telephone advice

Doctors are available for telephone advice, please leave your name, telephone number and brief details and the doctor will call you back when convenient.

Please be aware that if you are waiting for a call back from the surgery, this will be from a withheld/unknown number.

If our clinicians have attempted to reach you on two occasions and have been unsuccessful you will need to call back to arrange another telephone call.

Therefore if you do not hear from us on the same day you have requested a call please call back the following day.

Home visits

The doctors make home visits to the infirm and patients with severe disabilities, please phone before 10:00 to make arrangements. All other cases including children with temperatures or rashes are usually best seen at the surgery.

Out of hours

In an emergency please call 111 or the surgery number and follow the instructions on the recorded message. Calls to the NHS 111 service are free of charge from both landline and mobile numbers.

Minor Injuries Unit

Cheshunt Community Hospital
King Arthur Court
Cheshunt EN8 8XN

The Minor Injuries Unit (MIU) based at Cheshunt Community Hospital is a nurse – led service that is open 08:00-20:00 daily. It is for people with cuts, sprains, fractures and other non urgent, but not life threatening injuries. You do not need an appointment to be seen.

There are no doctors at the MIU, it is staffed by specially trained practitioners.

What can be treated at the MIU?

The MIU can see adults and children over the age of one. An experienced nurse will diagnose and treat:

Bites and stings/Cuts and grazes/Limb Injuries/Minor burns/Minor eye injuries/Minor head injuries/Removal of foreign bodies from the ears and nose/Removal of splinters/Sprain and strains/Sudden neck pain/Suspected fractures or broken bones.

Repeat Prescribing

Some regular medications may be prescribed without you having to make an appointment, but please see the doctor at least once a year for a check–up.

To avoid mistakes, requests for repeat prescriptions must be made in writing, fax or on our practice website.  Prescriptions will be made available for collection within 72 hours (excluding weekends and Bank Holidays).

Services provided

We provide general medical services and routine medical checks

General nursing care

Including; Blood pressure checks, cervical smears,smoking cessation advice, wound care, ear syringing, ECGs, childhood vaccinations and travel immunisation, dressings, removal of stitches, respiratory reviews, contraceptive services.

Maternity services

A midwife is available on a regular basis at the surgery. Antenatal and postnatal checks are provided by doctors.

Family planning and contraceptive services

This service is provided by the doctors and nurses. Doctors also provide advice on long acting reversible contraception (LARCS) and can administer this service.

Child health surveillance

Our doctors provide regular baby checks.

Management of chronic disease

Our doctors and nurses provide care for a range of conditions which require long term treatment. For chronic diseases such as Diabetes, CHD, Stroke, Epilepsy and Respiratory conditions care is provided on going alongside regular reviews.

Pain Management

We specialise in the management of pain by providing joint injections.

General Information

Disabled Access

The surgery entrance, consulting rooms and toilets are suitable for wheelchair access.

Discrimination policy

We are committed to a policy of equality in the provision of our services and our aim is to ensure that no patient, or any other person wishing to access and make use of our services, receives less favourable treatment on the grounds of race (includes colour, age, nationality, ethnic and national origins), sex, sexual orientation, marital status, disability, or of other conditions not justified in law.

Your medical records and confidentiality

The sensitivity of patient information is well-understood within the NHS. As a patient of this practice your medical records are confidential, and are accessible only to the members of the Primary Health Care Team involved in your care. All our staff are trained to respect their duty of confidentiality to you, and have this written into their Contracts of Employment. We keep paper and electronic records securely to prevent unauthorised access or misuse. Whenever practicable we remove references to personal details such as your name and address, and often restrict this further to reduce the chances of anyone identifying a record as relating to you.

As a teaching/training practice there may be occasions when other healthcare professionals—such as audit/research assistants—require access to your medical records as part of approved research projects, or medical visitors who require access to ensure high standards of care are being maintained by the practice. You should be reassured that all persons who have access to your medical records are bound by the same rules of absolute confidentiality as members of the Primary Health Care Team.

Computer

All our patient records are kept on computer, and we can assure patients of complete confidentiality. We are registered in the Data Protection Register, and your rights are protected by the Data Protection Act.

Access to medical records

The Data Protection Act allows you to find out what information about you is held on computer. This applies to your health records. If you want a copy of these records you should make a written request to the practice. You are entitled to receive a copy; however you should be aware that a charge will be made.

Patient rights and responsibilities

You have the right to a high standard of care, treated with dignity and respect, and to have involvement in decisions about the treatment you receive.

To assist us in achieving this we would like you to; attend your appointments or cancel in good time, follow medical advice given, use emergency appointments responsibly, treat staff with courtesy and respect, and inform us of any change of address or telephone/mobile number.

Comments, suggestions and complaints

The doctors and staff at Warden Lodge strive to give our patients the highest possible standard of care, and to act quickly if problems arise.

If you have any comments, suggestions or complaints on any aspect of the service we provide, please bring this to our attention as soon as possible to allow us the opportunity to address your concerns and, if necessary, conduct a full investigation.

In the first instance we would ask that you speak to our Reception Supervisor with your comment, suggestion or complaint, or use our online Feedback form.

However if you have a complaint that cannot be resolved please ask to speak or write to the Practice Manager who will only too happy to discuss the matter with you.

If you wish to make a formal complaint, please ask at reception for a Practice Complaints Leaflet

Patient Participation Group

Warden Lodge have an established patient participation group who meet on a regular basis. However we are always looking for patients to become part of our larger virtual group who given the advantages of modern technology and an understanding of peoples busy lives, we contact by email on a more infrequent basis. This group helps us get a much wider view of the issues within the practice that matter most.

If you are interested in becoming a member of our group please ask for a form at reception or join here.