Dr M A Cardwell, Dr Q I Chuka, Dr Khandavalli, Dr Shard & Dr Samuel, Dr Tsormetsri and Dr Dodd

MISSION STATEMENT

We aim to provide a consistently high-quality, friendly, and caring service for all our patient’s health needs, from the cradle to the grave.

We have 4 full time partners, 3 salaried GP and 10,200 patients. Our Senior Partner Dr Cardwell joined us as a partner in December 2010,  Dr Chuka joined us in August 2013, Dr Khandavalli became a partner in August 2017 & Dr Shard in May 2021. Dr Samuel joined  in January 2022, Dr Tsormestri in May 2023 and Dr Dodd in October 2023 as salaried GPs

Information about the Practice

• The Practice computer system is TPP – System One, and we are linked to the Pathology Department at Warrington Hospital.
• The Partners, the Primary Health Care Team and Staff hold regular meetings.
• The surgery closes from 1pm when Protected Learning Time sessions are held. (please visit our website for further information www.holeslanesurgery.co.uk)

Practice Nursing & Attached Staff

We have three Chronic Disease Nurses, Claire Burgess Carabini, Hazel Aitchison & Frank Ssenkali. They provide services for patients suffering with a chronic disease such as diabetes, asthma and IHD, they also provide health checks, cervical smears, travel advice and childhood immunisations. Julie Hankey is the practices GP Assistant and Lisa Harper is the Health Care Assistant.  The District Nurse Team is led by Kimberley Brining.  Our Community Matron is Paula Walsh.

Travel Advice – Appointments should be made with the Practice Nurse at least 2 months in advance of intended date of travel.

Family Planning – A full range of contraceptive services are offered including Coil Fitting & Removal.  Please arrange a telephone appointment with Dr Shard who can discuss your requirements.

We also provide Minor Surgery (Injections), Citizens Advice

Non-NHS Services – HGV/PSV & Fostering/Adoption and employment medicals, fitness to drive/ travel/undertake a sport examination, completion of claim forms for insurance companies.  A list of current charges is available from Reception.

Appointments The practice uses a total triage service and appointments can be booked up to 2 weeks in advance.  On the day appointments are available either via telephone/ video consultation or face to face once the doctor has triaged your request which must be sent via PATCHs. The Practice is using PATCHs as the first method of contact for treatment and advice. PATCHs for non-urgent problems can be made during the practices working hours of 7.00am-10.00am Monday to Friday. If your PATCHs is submitted before 10am you will receive a response the same working day before 6:30pm.

Extended Hours Service We offer an “Extended Hours Service” on certain days of the week. A limited number of telephone consultations are available with our doctors. They are available between 7:30 am – 8:00 am & 18.00 pm – 19.00pm (please enquire at reception about telephone consultation access).

This service is aimed at providing access for patients who find it difficult to attend during our normal opening times. The extended hour appointments are for working people or school age children. For more information about this service please contact our reception staff. We also have appointments with our nursing team during the extended hour service.

Enhanced Access appointments:

We offer an “Enhanced Access service” available Monday – Friday between the hours of 8.30am – 9.00pm via various appointment locations including, 1 Manchester Road, Orford Jubilee, Westbrook and Culcheth Medical Centre.

Appointments offered include –

• GP
• Paramedics for acute problems i.e. sore throats/ ear ache
• Practice Nurse including chronic disease reviews, Cervical Screening, injections, Health Checks and blood tests
• Physio
• Social Prescriber

*Please note if you currently have an appointment booked with the Enhanced Access Team and are unable to attend please call 01925 387042

Home Visits may be requested by our registered housebound population.  Please request a home visit before 10.30am on the morning it is required.  A receptionist will ask for brief details about the illness to allow the doctor on call to assess the degree of urgency and plan his/her visiting schedule.

Out of Hours Service – Bath Street – (01925 843853) Monday to Friday 6.30pm – 8.00am and weekends and public holidays 24 hours a day.

Repeat prescriptions are prepared daily.  Requests should be received before 5.30pm and will be ready for collection 48 hours later after 3pm.  Please leave a repeat request with reception.  You may post your request, you may also enclose a self-addressed envelope if you wish us to post the prescription to you.  Housebound patients or patients over the age of 75 may telephone requests between 2.00pm and 4.00pm Monday – Friday.

Test results – Please enquire between 1.00pm & 4.00pm.  You do not need to speak to a doctor; they assess results and leave a message regarding appropriate action.

Staff

Comments, Concerns & Complaints Procedure

We always try to give the best service possible, but here may be times when you feel this has not happened.  If you have a complaint about the service received from any of our staff, please let us know.  Compliments are also gratefully received.

We hope to sort out difficulties easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this manner and you wish to make a complaint, please let us know as soon as possible, as this will enable us to establish what happened more easily.

Please do not be afraid to make a complaint or raise any concerns.  They enable:

• Patients to express their feelings
• The practice to respond in a timely fashion
• The practice to receive feedback about the services it provides and, where appropriate, make changes.

We respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.  (This does not apply to a patient under 16 years of age).

Verbal complaints will be accepted if a Manager is available.  Written complaints should be addressed to the Management Team, Lindsey Bate.  Any clinical concerns will be forwarded to Dr M Cardwell.  We will make sure your query is acknowledged promptly.  If a meeting is arranged, you may bring along a friend or relative with you.  We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.

You may wish to complain to Cheshire & Merseyside ICB by telephone on 0800 132 996, email enquiries@cheshireandmerseyside.nhs.uk or post your complaint to NHS Cheshire and Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington, WA1 1QY

If dissatisfied with the response from either Cheshire and Merseyside ICB or the organisation, then you may wish to escalate your complaint to the PHSO

the Parliamentary and Health Service Ombudsman to request an independent review into your complaint.

The Parliamentary and Health Service Ombudsman may be contacted at:

The Parliamentary and Health Service Ombudsman

Milbank Tower

Milbank

SW1P 4QP

Telephone: 0345 015 4033

E-mail is: phso.enquiries@ombudsman.org.uk

Web site: https://www.ombudsman.org.uk/contactus/

NHS 111 get help online or by phone. Use the NHS 111 online service or call 111 if you`re unable to get online help. NHS 111 is available 24 hours a day, 7 days a week. If you`re deaf and want to use the phone service, you can use the NHS 111 British Sign Language available in your country (England – NHS 111 (BSL) interpreter service. For life threatening emergencies – call 999 for an ambulance