HOW THE PRACTICE OPERATES

We aim to provide the highest possible care equally to everyone within the limits of available resources

REGISTRATION
All patients of the practice should live within the boundaries of the practice map. You will be asked to move elsewhere if you move outside the practice boundaries.

See Practice Map on home page.

Patients wishing to register should enquire at reception. The Practice Telephone Number 01978 756370 (3 lines) Fax Number 01978 751870

Please be patient as our receptionists can only answer one call at a time.

For continuity of care the Practice operates a "registered with Doctor policy" which has been approved by the LHB. If you have any concerns regarding this please speak with the Doctor or the Practice Manager.

APPOINTMENT SYSTEM
All surgery times are by appointment, please Telephone 756370 between 8:30am and 6pm Monday to Friday, with the exception of Tuesday which is 8.30 am till 1 pm. Appointments are generally booked at ten minute intervals except in some of the nurse run clinics.
Please be PUNCTUAL.

In the event of being unable to keep your appointment please advise reception accordingly at the earliest opportunity. You may also leave a message to cancel your appointment 24hours a day 7 days a week by telephoning the surgery and selecting ‘2’ as your option. This may allow the appointment to be offered to another patient.

SICK CHILDREN
Sick children will be seen as soon as possible if brought to the surgery. You will be given a time for your child to attend (this will be quicker than a visit).

EMERGENCY APPOINTMENTS
For urgent appointments you should telephone as soon as possible after 8:30am.

PATIENTS 16 - 74
Registered patients aged 16 - 74 who have not been seen for three years may request and receive a three year review.

PATIENTS 75 and over
Registered patients aged 75 years and over who have not been seen in the last twelve months may request and receive an annual review.

INFLUENZA IMMUNISATION
Influenza immunisation is offered to all patients over 65 and patients at risk. The campaign starts in October of each year. Please contact the surgery for further details.

HOME VISITS
If you need a home visit PLEASE PHONE BEFORE 10 am IF POSSIBLE. This will help the doctors to plan their rounds more efficiently. Visits are for those patients who are housebound, immobile or too ill to go out. It is usually safe to bring out a sick child and often avoids unnecessary delays.

LOAN OF BP MACHINES
You may be loaned a blood pressure machine for 7 days to monitor your blood pressure. These have been purchased from the Pen-y-Maes Patient Fund. Please look after this machine and return it back to Pen-y-Maes.

TEST RESULTS
Specimens
You should only bring urine or stool samples to the reception in the correct container before 12 midday Monday-Friday in order for the Hospital to collect them and deliver them to the Laboratory. Please ensure that the sample is labelled correctly. Alternatively you can deliver the sample direct to the Path Lab yourself.

REPEAT PRESCRIPTIONS
We do not take repeat prescription requests over the telephone, as this congests the system and also mistakes could be made. If agreed by the doctor you may receive repeat prescriptions without seeing a doctor. Patients on regular medication (eg blood pressure tablets) can obtain a prescription by leaving the receipt (right hand side of previous prescription) at the reception desk. It is important that you only tick the items you require at least 3-4 days before the items are due, and hand them in or post them to the surgery. You may also fax your request to the surgery on 01978 751870.

Please allow 2 working days for collection

CHEMIST:
Alternatively you can send the completed tear-off section to Pen-y-Maes or Brynteg chemist following the procedure above.

CHANGE OF PERSONAL DETAILS
Please notify the Surgery immediately of any change of address or telephone number or other personal circumstances. (It may mean that you are outside the practice area.)

TELEPHONE ADVICE & INFORMATION
Patients wishing to speak with a GP or Practice Nurse can telephone between 8.30am and 6pm. The best time to ring for routine advice is between 11am and 11.30am. The receptionist will take the caller's number and pass it to the relevant clinician who will endeavour to ring them back at their earliest opportunity usually at the end of their surgery session. We are unable to interrupt consultations except in an emergency.

When the Surgery is closed - Out Of Hours Arrangements
There is always a Doctor on call. Please phone the surgery for a recorded message which will then give you a contact telephone number. If you need a Doctor in an Emergency between 6.30pm and 8am please contact:-
NEWDOC telephone 01244 834999 as endorsed by Betsi Cadwaladr University Health Board.
If you need a Doctor in an Emergency between 8am & 8 30am and 6pm & 6 30pm Monday - Friday. please ring 07530039166.

• What to do if you are feeling ill
• Health concerns for you and your family
• Local Health Services
• Self help and support organisations

DISABLED ACCESS
We have two designated car park spaces for the disabled which are only to be used with a disabled badge. We see Pen-y-Maes Health Centre as being disabled friendly. Please inform us if we can improve your access in any way.

LOOP SYSTEM
We have a portable loop system, please ask at Reception if you require this in your consultation with any of our staff.

LANGUAGE LINE
An interpreter can be accessed if needed for any consultation.

COMPLAINTS/COMPLIMENTS PROCEDURE
If you ever have cause for complaint on the day to day functions of the practice please ask to speak to Mrs Marion Crump, the Practice Manager. The practice operates an in-house complaints procedure. Any complaint will be fully investigated and you will normally receive an acknowledgement within 2 working days and a full written explanation within 20 days.

If you would like to let us know that we are succeeding in getting things right then any compliment would be gratefully received.

FREEDOM OF INFORMATION - PUBLICATION SCHEME
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the "classes" of information the practice intends to routinely make available.

Click here to view information available under the Freedom of Information Act.
The scheme is also available from Reception.

ZERO TOLERANCE
This practice has zero tolerance for any verbal or physical abuse towards any member of staff. You may be asked to register elsewhere if either of the above is breached.

If you have any queries or concerns relating to primary medical services in the area, you can obtain further information by contacting

Primary Care Manager
Wrexham Local Health Board
Wrexham Technology Park
Rhyd Broughton Lane
Wrexham
LL13 7YP
Tel : 01978 346500