Patient Charter, Clinics & Services

You and Your General Practice – Practice Charter

What you should expect from us:

We will provide you with the most appropriate treatment and health advice from suitably qualified and experienced staff, in a practice that meets required levels of safety and quality. All care and treatment will be given with your full consent. If you are unsure about any aspect of your health care do not hesitate to ask us.

We will give you full information about the services we offer and, in particular, about anything which affects your health, care and wellbeing.

We will treat you with courtesy, dignity and consideration in a fair and respectful manner.

We will give you access to your medical health records, subject to any limitations by law, ensuring strict confidentiality/data protection is maintained at all times.

We will not to discriminate against patients or staff, and to adhere to equal opportunities and ethnic and human rights legislation.

We will maintain your right to privacy and confidentiality and keep your information safe and secure.

You will be able to consult an appropriate clinician on the same day if the problem is genuinely urgent. Requests to see a particular doctor may take longer.

You should not wait more than 30 minutes from the time of your face-to-face appointment to seeing the doctor unless there are exceptional circumstances, in which case you will be kept updated.

We will provide home visits for patients who are unable to come to the surgery for medical reasons, unless you are out of our area.

We will provide a full explanation of your condition of any tests carried out.

We will issue repeat prescriptions within two working days unless there are reasons for non-issuing. Telephone requests are no longer accepted, as this may lead to errors.

We will ensure that an out-of-hours service is available to deal with emergencies.

We will offer you appropriate healthy lifestyle information on a regular basis.

We will endeavour to answer the telephone promptly.

We have an in-house complaints procedure. If there are aspects of our care about which you wish to comment upon to complain, please contact our Deputy Practice Manager.

What we expect from you

The practice staff and doctors are there to be of service to you. Please treat them with courtesy, dignity and respect at all times. Be patient with them as they are often following strict guidelines (for your safety) under the doctor’s instructions.

You have a right not to be unlawfully discriminated against the provision of NHS services, including on grounds of gender, race, disability, sexual orientation, religious beliefs, gender reassignment, pregnancy and maternity, or mental or civil partnership status and you must not discriminate staff.

Please turn up on time for your appointment and inform us early if you need to cancel your appointment. Please be patient if the doctor is running late as this is usually due to devoting extra time to those with complicated problems.

Whilst privacy is at all times respected, please try to give our Care Navigators any details that would help towards prioritising your care.

As the appointment time is only for 10 minutes, if during consultation it is established you require more time, you may be asked to book another appointment.

You must give your GP practice accurate information about your health, condition and status and take personal responsibility and make a significant contribution to your own and your dependant’s good health and well-being.

Unless you are housebound or too unwell to travel we would expect you to come to the surgery. We have better facilities to examine and investigate your problem at the surgery than in your home.

We provide some appointments for those urgent cases that need to be seen on the same day. Please try not to abuse this system for the benefit of those whose problems are urgent.

For safety reasons, our repeat prescription system is tightly regulated. Requests for your usual ‘repeat’ medications would normally take 2 working days. Please think ahead and request your medication before your supply runs out.

In addition to GP consultations the practice follows the General Medical Services Contract for the provision of healthcare services including:

Essential Services

• Asthma
• COPD
• Coronary heart disease
• Diabetes

Additional Services

• Blood pressure
• Blood tests
• Cervical smears– available by routine appointment
• Contraceptive services– emergency contraception is available from your local pharmacy.  If you require coils, implants etc Woodbridge Practice has a qualified GP who can offer this service in the practice. Call to book a GP appointment Thornaby: 01642 462636 or Ingleby Barwick: 01642 765789
• Childhood immunisations 
• Counselling
• Dressings
• Ear syringing (for patients who require hearing aids or on advice of the GP)
• Epilepsy monitoring
• Hearing Health Check / Hearing Tests and provision of hearing aids (NHS service provided by Scrivens Hearing Care)
• Maternity services– in conjunction with the community midwives.
• Minor surgery– including injections, aspirations and excisions
• Travel vaccinations
• Vaccinations and immunisations– including flu and tetanus.

• If you require coils, implants etc Woodbridge Practice has a qualified GP who can offer this service in the practice. Call to book a GP appointment Thornaby: 01642 462636 or Ingleby Barwick: 01642 765789

Travel Vaccinations

Travel Health Advice

The following websites will give you additional travel advice

• Travel Health for information of vaccinations available on NHS
• MASTA for private vaccination clinics
• Gov.uk for specific country travel advice
• EHIC for healthcare cover abroad

Letters and Sicknotes

Woodbridge Practice can provide private letters. This is non NHS work and you will be charged for private letters. The fee must be paid before the letter can be started.

Click here for more information about non-NHS services.

The submit a letter request, please either:

• Call the practice Thornaby: 01642 462636 or Ingleby Barwick: 01642 765789
• Speak to reception in person

The fees for letters are dependent on the request.  Please get in touch to find out more.

Information re: Screening services

Screening offered before and after you have your baby

Accessing your test results

Once a clinician has reviewed your results, they are usually available through online services:

• Log in to SystmOnline

• Use the NHS App

How long does it take?

• Blood tests: most are ready in about 5 working days, although some may take longer. Your clinician will let you know if this applies at the time of your test.

• X-rays, MRI, CT scans: reporting can take a few weeks. The radiology team will usually advise you of the expected timeframe when you attend.

• Urine tests: typically available within 7 working days, depending on the specific test.

• Cervical screening: results are posted to your home address, normally within 6–8 weeks.

If your test was arranged by a hospital consultant, musculoskeletal service, or out-of-hours team, results are not automatically sent to your GP surgery. In those cases, please contact the department directly.

• James Cook University Hospital switchboard: 01642 850850

• North Tees Hospital switchboard: 01642 617617

Following up results

We will get in touch if your results need further action. This is usually by text, but sometimes by phone call or letter.

It’s also important that you check your results yourself. If you haven’t received them within the timeframe your clinician mentioned:

• Log in to view them online, or

• If you cannot access your results online, call the practice after 2:00pm (Monday–Friday).

This approach helps ensure no results are missed and that any necessary follow-up can happen promptly.

Confidentiality
To protect your privacy, we can only share results directly with the patient who had the test, unless a nominated proxy has been formally authorised.

The Electronic Prescription Service (EPS) is an NHS service. It gives you the chance to change how your GP sends your prescription to the place you choose to get your medicines or appliances from.

What does this mean for you?

If you collect your repeat prescriptions from your GP you will not have to visit your GP practice to pick up your paper prescription. Instead, your GP will send it electronically to the place you choose, saving you time.

You will have more choice about where to get your medicines from because they can be collected from a pharmacy near to where you live, work or shop.

You may not have to wait as long at the pharmacy as there will be time for your repeat prescriptions to be ready before you arrive.

Is this service right for you?

Yes, if you have a stable condition and you:

• don’t want to go to your GP practice every time to collect your repeat prescription.
• collect your medicines from the same place most of the time or use a prescription collection service now.

It may not be if you:

• don’t get prescriptions very often.
• pick up your medicines from different places.

How can you use EPS?

You need to choose a place for your GP practice to electronically send your prescription to. This is called nomination. You can choose:

• a pharmacy. a dispensing appliance contractor (if you use one).
• your dispensing GP practice (if you are eligible).

Ask any pharmacy or dispensing appliance contractor that offers EPS or your GP practice to add your nomination for you. You don’t need a computer to do this.

Can I change my nomination or cancel it and get a paper prescription?

Yes you can. If you don’t want your prescription to be sent electronically tell your GP. If you want to change or cancel your nomination speak to any pharmacist or dispensing appliance contractor that offers EPS, or your GP practice. Tell them before your next prescription is due or your prescription may be sent to the wrong place.

Is EPS reliable, secure and confidential?

Yes. Your electronic prescription will be seen by the same people in GP practices, pharmacies and NHS prescription payment and fraud agencies that see your paper prescription now. Sometimes dispensers may see that you have nominated another dispenser. For example, if you forget who you have nominated and ask them to check or, if you have nominated more than one dispenser. Dispensers will also see all the items on your reorder slip if you are on repeat prescriptions.

For more information please visit https://digital.nhs.uk/services/electronic-prescription-service

Evening and Weekend Appointments (Enhanced Access)

You can pre-book evening and weekend appointments around your busy daily schedules and appointments are now available SEVEN days a week.

FAQ’s

What should I do in case of a medical emergency?
Enhanced access appointments are not intended for emergencies. In case of a medical emergency, please call 999 or visit the nearest hospital.

How and when can I book an appointment?
Appointments can only be booked during practice opening hours and by contacting the practice directly – Mon to Fri 8am – 6pm.

Who operates the appointments?
The service is provided by our local GP Federation, Hartlepool and Stockton Health on behalf of our Primary Care Network.

Are all of the appointments at Woodbridge Practice?
Appointments are available at 3 sites, and you may be seen at Eaglescliffe, Woodbridge or Tennant Street Medical Practices.

Will I get to see my usual GP/healthcare professional?
As the service is ran by Hartlepool and Stockton Health, you may see a different clinician, including nurses, GPs or healthcare assistants.

Can I still get a prescription?
Yes, acute (not repeat) prescriptions can still be issued by prescribers. Queries regarding repeat prescriptions will be sent to your own GP practice to be dealt with.

If I attend an appointment at a different practice than my own, can they see my record?
Yes, with your permission, the clinician will be able to see your record, in order to provide you with the most appropriate service.

Clinics and services Woodbridge Practice patients can access include:

Social Prescribing Link Workers

Social Prescribing Link Workers help to reduce health inequalities by supporting people to unpick complex issues affecting their well-being. They enable people to have more control over their lives, develop skills and give their time to others, through involvement in community groups.

Social Prescribing Link Workers give people time, focusing on ‘what matters to me’ and taking a holistic approach to people’s health and well-being. They connect people to community groups and statutory services for practical and emotional support.

The Social Prescribing team has identified an increase in referrals recently for urgent mobility and social care concerns. As a non-urgent service, they are unable to meet these needs as swiftly as required. In these cases, they would appreciate that referrals are made to the relevant service when the need is identified to avoid delays for the patient. Social Prescribing may be an appropriate additional referral option alongside this intervention if the patient would like to explore wider ongoing support needs alongside the referral to Social Care for example.

Please read our new Personalised Care Leaflet to find out more about our service: Personalised Care Leaflet

Referrals to the Social Prescribing Link Workers can be made through reception.

Cancer Care Social Prescribing Link Worker

Their role is to offer support to patients with a cancer diagnosis with a variety of social needs including:

• Financial Support
• Bereavement Support
• Housing
• Well-being
• Support for carers and families
• Support with work and learning

This list gives a general overview and isn’t an exhaustive list of the support they can deliver.

The referral criteria are as follows:

• Patient has a cancer diagnosis
• Friends and relatives of cancer patient
• We are not an urgent service
• No clinical referrals
• Referrer must gain patients consent prior to referral

Referrals to the Cancer Care Social Prescribing Link Worker can be made through reception.

Health and Well-being Coaches

Health and Well-being Coaches use health coaching skills to support people to develop the knowledge, skills, and confidence to become active participants in their care so that they can reach their own health and well-being goals. They also provide access to self-management education, peer support and social prescribing.

Health coaches will support people to self-identify existing issues and encourage proactive prevention of new and existing illnesses. This approach is based on using strong communication and negotiation skills and supports personal choice and positive risk taking.

They will work alongside people to coach and motivate them through multiple sessions, supporting them to identify their needs, set goals, and help them to implement their personalised health and care plan.

Referrals to the Health and Well-being Coaches can be made through reception.

Health and Well-Being Coaches – Women’s Health & Menopause (W.H.A.M) & Choose to Lose

Women’s Health & Menopause (W.H.A.M) sessions are currently held on a regular basis to assist and support women as they go through the menopause. The goal is to provide women with the knowledge and direction they need to make an informed decision about their own health and to speak with their GP confidently about HRT or other alternative medications and treatments.

The team provide a comfortable and welcoming atmosphere where women may talk about any menopause-related challenges while also feeling heard. Previous W.H.A.M sessions have proved extremely popular and have received overwhelmingly good feedback from the ladies who attended.

Woodbridge Practice patients are texted with details of WHAM events. Further information on Choose to Lose events can be found here.

This poster provides more information about WHAM:

WHAM Poster

Click on this link below, which gives an insight into a WHAM & Choose to Lose event:

WHAM & Choose to Lose Video

Choose to Lose weight management sessions!

These sessions are designed to support patients in reaching their health goals in a friendly and encouraging environment.

Choose to Lose walk – Free entry

When: Every Monday 9.30am (Excluding bank holidays)

Where: Ropner Park, meet at the fountain

Choose to Lose drop in – Free entry 

When: Every Monday 11.30am – 1.30pm (Excluding bank holidays)

Where: Lawson Street Health Centre 2^nd Floor

Whether you’re looking for guidance, motivation, or a community to share your journey, the team are here to help. Come along and take the first step towards a healthier you!

Mental Health Practitioner 

The role of the Mental Health Practitioner is to support patients with a severe mental illness (SMI) and/or complex emotional needs that are too complex for IAPT services and not complex enough for secondary care.

Below are some examples of the types of patients to book in with the practitioner:

• Severe anxiety/severe depression with a poor response to medication or intervention from IAPT
• Patients who recurrently present with severe depression / severe anxiety but decline medication / IAPT.
• Eating disorders not fulfilling criteria for eating disorders services e.g.  medically stable bulimia, or those discharged / re-signposted from eating disorder services back to primary care or IAPT who may benefit from mental health input.
• Patients with personality disorders whose needs are not being met by secondary care or IAPT.
• Patients with a dual diagnosis (alcohol + depression etc).
• Patients on secondary care antipsychotics for psychotic or non -psychotic illnesses e.g., personality disorder not under secondary care but who are struggling with symptoms.
• Patients requesting referral to secondary care services for specific diagnosis, but the GP or other clinician is unsure if this is appropriate e.g., PTSD, BPD etc.

Below are examples of patients that DO NOT meet the criteria:

• Patients presenting with mild symptoms of low mood, anxiety, or depression.
• Patients who require follow up after being started on antidepressant medication.
• Patients who require low level advice or signposting for bereavement, relationship difficulties, social difficulties, and stress.
• Routine annual medication reviews.
• Patients who already open to secondary mental health services.
• Patients under the age of 18 years.
• Patients requiring therapy or counselling / psychological interventions – these patients should be referred directly to IAPT services (IMPACT) and don’t need to be passed about to me as well.
• Patients wanting further assessment of ASD/ADHD via Right to Choose services – MUST be done by GP.

Please note:

• Appointments are only 20 minutes long
• The Mental Health Practitioner is not a counsellor or a psychological therapist
• The Mental Health Practitioner is only able to see adults – 18 years and upwards

Appointments for the Mental Health Practitioner can be made through reception.

Phlebotomy Times

Clinics will close on time to allow for specimen collection times and lunch breaks.

The NHS does not pay for some of the services we provide.

Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:

• Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
• Insurance forms
• Prescriptions for taking medication abroad
• Private sick notes
• Yellow Fever vaccination / certificate

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.