Practice Information

Registration

New patients who live in the SA1 postcode area are welcome to join the practice. If you would like to register, please contact reception and we will arrange an appointment for you to discuss this. All new patients will be offered a routine mediacl consultation upon registering.

The practice operates an equality policy and does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.

In line with other NHS organisations this practice operates a zero tolerance policy in respect of inappropriate behaviour by patients (or any persons accompanying them).

Violent, abusive or threatening behaviour, including verbal, where any person present has feared for his or her safety may lead to the police being called and removal from the practice.

Appointments (01792 650716)

Morning Surgery

During the morning we run open access surgeries. You do not need to arrange an appointment, simply turn up between the hours of 9.00am and 11.00am and you will be able to see a doctor. Doors will be open from 8.00am.

Telephone Consultations

Many consultations can be dealt with over the telephone, thereby avoiding the need for an appointment or visit.

If you would prefer to consult with a doctor over the telephone, please contact the receptionist by 11.00am.

Any non-urgent requests after 11.00am will be dealt with the following morning.

The practice nurses are also available for telephone consultations; please inform the receptionist and the nurse will ring you back on the same day.

Afternoon/Evening Surgery:

Evening surgery is strictly by appointment only. To make an appointment, simply telephone the surgery or call in at reception. Please ensure a separate appointment is made for each person.

Please arrive promptly and remember to cancel your appointment if you no longer need to keep it; someone else may need to see the doctor urgently.

If you have several problems to discuss, please ensure you inform the receptionist so that a longer appointment can be arranged.

Appointments are available between 2.30pm-6.00pm.

Extended Hours

Appointments are available from 7.00am-8.00am and 6.30pm-9.00pm for patients who have difficulty attending during normal surgery hours.

Medical examinations

Please tell the receptionist if you need a long appointment for any reason, or if the appointment is for a special purpose (e.g., HGV or life assurance medical).

Emergencies

Genuine urgent cases will be seen every morning in the open access surgery. Patients that become ill after 11.00am and cannot wait until the following morning should telephone the surgery as soon as possible to speak to a doctor

Home Visits and Messages (01792 650716)

A doctor can see many more patients within surgery time than during home visits. It is therefore your responsibility to come to open access surgery in the mornings, unless you are prevented by serious illness or infirmity. When it is necessary to request a home visit please try and do so before 11.00am unless a genuine emergency arises later. If you wish to speak to a doctor or nurse, please contact the surgery and give your details to the receptionist who will ensure the doctor or nurse ring you back.

Out of Hours Calls (01792 650716/0845 8501362

ABM University Health Board is responsible for services outside normal surgery hours. A doctor is always available to deal with emergencies, the emergency out of hours service is available 6.30pm-8.00am weekdays, weekends and bank holidays. The telephone number is 0845 850 1362.

NHS Direct (0845 46 47)

If you require any information or advice outside normal surgery hours, NHS Direct is a 24 hour nurse led advice line. NHS Direct on-line can be found at www.nhsdirect.nhs.uk

Prescriptions (01792 456904)

Order between 8.00am – 6.00pm

All our repeat prescriptions are on computer and any patient who is on long term treatment will be given a request slip. This lists every item that you are allowed to order without seeing a doctor. Receptionists are not allowed to give prescriptions for medication, which the doctor has not authorised.

Requests can be made by calling into the surgery, by telephone, by post enclosing a stamped addressed envelope or by email arranged via the prescribing clerk. Always ensure the drugs you require are clearly indicated on your request slip and allow 24 hours notice.

Online ordering - click here to go to our online repeat prescription service

Medical Records

The practice's medical records are now primarily maintained on a computer server and accessed through PCs. We do still retain paper files also. All medical records are treated in the strictest confidence and the surgery complies with relevant legislation such as the Data Protection Act and The Freedom of Information Act. The surgery has several security measures in place to maintain the confidentiality of medical records.

Over and Under 75's

Patients are invited to request a consultation with their doctor annually aged 75 years and over and every 3 years when aged under 75 years.

Emergencies

Genuine urgent cases will be seen every morning in the open access surgery. Patients that become ill after 11.00am and cannot wait until the following morning should telephone the surgery as soon as possible to speak to a doctor.

Complaints and Feedback

We always strive to provide the best possible care for our patients but we accept that on occasions patients will be dissatisfied with the care they have received. Furthermore, we are always looking for ways to improve the service we provide and value patient feedback both positive and negative.

If you are unhappy with any aspect of the service or care you have received, please contact the Practice Manager (Karen Willett) either by telephone on 01792 650716, or in writing. If you wish to provide feedback or make suggestions you can do this either by contacting the Practice Manager as above, or by using our online feedback form.

Sickness Certification

For periods of sickness lasting up to seven days you should complete a Self-certification form which can be obtained from reception or through your employer. For periods of sickness longer than seven days you will need a sick paper from your doctor. If your employer requires a sick paper for periods of illness of less than seven days (which should be stipulated within your employment contract) a private sick paper may be issued - this is not a statutory Med3 certificate and a fee may be charged for such private certificates. Sick papers can only be issued for periods of illness preventing you from working for which you have actually seen your doctor. Papers cannot be provided for retrospective periods during which you did not see a doctor. We would be grateful if patients could avoid using emergency appointment slots for sickness certification, and instead attend morning open access surgery or book a routine afternoon appointment.

Training

The Kingsway Surgery has been heavily involved with GP Training for a long time and is proud of its educational record. Several of the partners at the surgery are involved with GP Training in Swansea and across Wales. The surgery has 2 posts for GP Registrars (trainees nearing completion of their training). These doctors are normally with the practice for 12 months, and are usually involved in preparing for examinations to complete their training and for Membership of The Royal College of General Practitioners (MRCGP). As part of this process they are required to submit a selection of videoed consultations. On arrival for your appointment you may occasionally be asked by the receptionist if you mind your consultation with the doctor being video-recorded. It is most helpful for the registrars if they are able to video their consultation with you, both for the purposes of their development and for their examinations. However, you are under no obligation to agree to being videoed and can decline when asked. If you agree to being videoed you will be given a consent form to read and sign to indicate your agreement. You are free to change your mind at any stage including during or after the consultation. Please note that physical examinations are not recorded in front of the camera. All recorded consultations are treated in the strictest confidence and are only used for training and examination purposes before being destroyed. We regret that copies of recorded consultations cannot be provided.

The surgery is also associated with Swansea Medical School and University of Wales College of Medicine and we regularly have medical students on placement at the surgery for part of their training. You may see the medical students sitting in on surgeries with other doctors or with the practice nurses, health visitors and midwives. You may also see a medical student as part of a supervised consultation (under the supervision of one of the partners). It is essential for medical students to have contact with patients throughout their training in order for them to develop the necessary skills to become a good doctor and we are grateful for your assistance with this. The surgery also occasionally has students in Nursing, Midwifery and Health Visiting on attachment in order to gain clinical experience.

NHS Direct

If you require any information or advice outside normal surgery hours NHS Direct is a 24 hour nurse led advice line. NHS Direct online can be found at www.nhsdirect.nhs.uk.

Disabled Patients

The practice has access suitable for disabled patients, induction loop and information available in large print. Please let us know if you are disabled, having any mobility problems or difficulties with hearing. We may be able to improve our facilities and services to help you.

Are you a carer or being cared for?

In order that your GP can do all he can to help when dealing with your needs it is important that you inform us if you are a carer or you are being cared for. Please ask for a form at reception.

Confidentiality and access to patient information

Your personal health information is confidential and this confidentiality is rigorously guarded. It will only be used within the health and social care service and will not be shared outside it, i.e. with external organisations or third parties without your explicit written consent.