1A Church RoadHorfieldBristol, BS7 8SATel: 0117 949 7774
The original Gloucester Road surgery was established by 2 GP’s in 1947 and was sited on locally named Pig-Sty Hill in Bishopston. Our more senior patients will remember some of the past Doctors who manned the surgery over the years including Dr Stock, Dr Heron, and Dr Bunting.
With a pressing need to provide an expanding range of services and to modernise the practice, it eventually became necessary to find a site on which to build alternative premises. As it is a formal requirement to stay within a half-mile radius of an existing surgery, finding a suitable place was going to be tricky. We were delighted to learn of the availability of a ¾ acre cleared site, which had originally housed the Gloucester Road Tram Depot dating back to 1892.
Unfortunately, the tram system went into decline around 1938 and the last tram was destroyed in 1941. From then on, this plot of land had a number of other uses including a car showroom. However, we were able to purchase the site in 1992, still complete with 6’ deep tram inspection pits and railway lines, albeit buried under a lot of concrete.
The following 2 photographs show work in progress with the diggers and a younger version of our senior partner Dr Lavin, surveying the site.
Our purpose-built new medical centre opened in September 1993 and nominally bears the name Tramway House. Indeed, we have endeavoured to retain several of the site’s unique features including some of the original tramlines that were unearthed early in our excavations. The following photograph shows Dr Anthony Smeeton with Ms Anne Crabtree, a very loyal and keen supporter of the practice cutting the tape at our official opening.
As our medical list has grown from 10,200 in 1993 to its current 12,500, so has our compliment of GPs and staff from 18 to over 30. We consider ourselves fortunate that many have stayed with the practice over the years, which we hope engenders an air of familiarity and trust for patients.
Gloucester Road Medical Centre is committed to ensuring that there is a clear and effective process in place that enables patients to complain when dissatisfied with care, treatment and services. It is a requirement that all healthcare organisations have a written procedure for handling complaints and that all personnel are suitably trained and understand these procedures and can deal with any complaints received in the correct manner.
We aim to enable patients to express comments, suggestions and complaints to the practice when they feel dissatisfied with the service provided. We will provide patients with an explanation of what has happened; where appropriate, an apology; and provide an assurance that steps will be taken to prevent the problem recurring, where this is possible. Information on how to access the complaints process will be made available to the complainant at the earliest opportunity.
All practice personnel, when dealing with a complaint, will be advised to reassure our patients that the complaint will be dealt with professionally and sympathetically, give assurance that the procedure has been set up for our patients’ benefit and that we regard responding to complaints as part of good management.
Patients must always feel reassured that we will not discriminate in any way and that making a complaint will not cause them to be discriminated against or have any negative effect on their care, treatment or support. The complaints process must be as accessible as possible to all and special consideration will be given to the patient and/or family members or carers who may need additional support and advice in using the complaints procedure. Where care and treatment is provided to children, we are aware of the difficulties a child faces in expressing concerns or complaints and we will take extra care to offer support to help a child or young adult overcome these and to deal with the problem confidentially and sensitively. If the complainant requires the services of an Interpreter, these will be secured at the time of the complaint is made and at any other time as necessary.
We will offer to take the patient into a private area to discuss the matter privately if they so wish and to listen carefully to establish the facts and make notes if the patient require the practice to make a record of the complaint on their behalf.
We will advise the patient that there is a complaints procedure in place and offer a Patient Complaints Leaflet and a Patient Complaint Form. Patients maey alternatively wish to discuss their concerns with the Business Partner (if available) or to make an appointment to do so. The patient may complete the patient problem report form or put their concerns separately in writing or by email to email@example.com
If the complaint is provided verbally, this can be written down on the patient’s behalf and where possible, the patient will be shown the written account for their approval.
The regulations require a complaint to be made within 12 months of the date on which the matter occurred, or from when the matter came to the attention of the complainant. It may still be possible for the practice to consider a complaint outside this time limit if the complainant has good reason for not making the complaint within the time limit and, despite the delay it is still possible to investigate the complaint fairly and effectively.
The Complaints manager is Judy Holbrook, Business Partner.
The ‘Registered Manager’ with the Care Quality Commission (CQC) is Dr Anne Mitchell.
The Business Partner will, in the first instance, determine the most appropriate way to respond and ensure that:
The practice will maintain an annual register of complaints received, including information on whether or not the complaint was upheld, the results and action taken and a written record of each investigation. This information is required by the NHS Governing Authorities. To ensure good practice and that any learning and clinical governance issues are explored, the practice will instigate its significant event process to review the efficacy and effectiveness of the service. It is also essential that those who work within the organisation feel able to raise concerns, through the appropriate channels, about their colleagues’ performances with impunity and these problems are thoroughly investigated.
It is hoped that a complaint may be satisfactorily dealt with via the relevant in-house complaints procedure. However, if a patient feels that they are not able to raise a complaint with the practice or is dissatisfied with the result of our investigation, they may wish to contact the NHS England Customer Contact Centre:
· Tel: 0300 311 22 33
· Email: firstname.lastname@example.org
· Post: NHS England, PO Box 16728, Redditch, B97 9PT
If a patient is dissatisfied with the way the complaint has been handled by any organisation, they may wish to approach the Parliamentary and Health Service Ombudsman who will review the complaint. (Tel. 0345 0154033 or email@example.com). A member of the Parliamentary and Health Service Ombudsman Team will be allocated to the case and will review the issues it raises, with the help of expert advice if necessary.
Patients may also like to take advice from the Independent Complaints Advocacy Service (ICAS) (Tel: 01225 762723, Email: firstname.lastname@example.org). This completely independent and free service is intended to provide additional support to patients and will act as their advocate if required.
Any NHS patient who is treated by an independent organisation continues to have access to the NHS complaints procedure.
The Care Quality Commission (CQC) is the independent regulator of all health and social care services in England. They began operating on 1st April 2009 and replaced 3 earlier commissions: The Health Care Commission, the Commission for Social Care Inspection and the Mental Health Act Commission. Their role is to make sure that healthcare services meet national standards of quality and safety. These standards cover all aspects of care, including treating people with dignity and respect, ensuring that their environment is clean and safe and that all organisations are effectively managing their staff and services.
All service providers must be checked by the CQC that they meet the standards and have named ‘Registered Managers’ in place.
The CQC will conduct regular inspections to ensure these standards continue to be met and take action when they do not. The CQC may issue fines or warnings, stop admission into care services and suspend or cancel a care service’s registration.
Gloucester Road Medical Centre was registered with the Care Quality Commission on 1 April 2013. The CQC will now commence regular inspections of this Practice. They may also make unannounced inspections of services on a regular basis and at any time in response to concerns.
We wish to inform our patients that during these inspections, The CQC will wish to ask a number of our patients about their experiences of receiving care, as well as talk to our care staff, check that the correct systems and process are in place and look for evidence that our care is meeting national standards.
Your co-operation with this will be much appreciated.
Our Registered Managers are:
Dr Anne Mitchell - Responsibility for Clinical ServicesMrs Judy Holbrook - Responsibility for Non-Clinical Services
The up-to-date information held about Gloucester Road Medical Centre by the CQC is visible below:
Care Quality Commission page on Gloucester Road Medical Centre
Care Quality Commission page on Gloucester Road Medical Centre
As you know, your doctor and the team of health professionals caring for you keep your health and the care you receive from the National Health Service. These are important to help ensure that you receive the best possible care from us.
Your records are used in the following ways to guide and administer the care you receive:
Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.
Whilst always preserving your confidentiality, your records can also help us to help you by:
If you do not want certain information recorded on your records, please talk to your doctor.
Your doctors, their staff and everyone else working for the NHS have a legal duty to maintain the highest level of confidentiality about patient information.
In some instances, you may be receiving care from other people as well as the NHS. We may need to share some information about you with them, so that we can all work together for your benefit. Anyone who receives confidential information about you from us is also under a legal duty of confidence. Unless there are exceptional circumstances, for example, when the health or safety of others is at risk, we will not disclose your information to third parties without your permission.
We will only give your relatives, friends and carers information if you want us to.
In certain circumstances, we are required by law to report information to the appropriate authorities. This information is only provided after formal authority has been given by a qualified health professional. For example:
However, our guiding principle is that we are holding your records in strict confidence.
For further information, please follow this link: http://www.protectinginfo.nhs.uk/
The procedure for accessing your medical records is here.
The Connecting Care Local Record is a new way for staff who are directly involved in your care to share relevant information about your care in a way that is both controlled and consistent.
Your Connecting Care Record will only be available to authorised health and social care staff who are directly involved in your care. They will only do so with legitimate reason, and if they can, they will ask your permission before they can look at it.
This record will only be used to support your care locally. It will ensure that the people caring for you have enough information to treat you safely and to coordinate your care across services.
For further information about this, and for information on how to opt out, please click here
There is a new Central NHS Computer System called the Summary Care Record (SCR). The Summary Care Record is meant to help emergency doctors and nurses help you when you contact them when the surgery is closed. Initially, it will contain just your medications and allergies.
Later on as the central NHS computer system develops, (known as the ‘Summary Care Record’ – SCR), other staff who work in the NHS will be able to access it along with information from hospitals, out of hours services, and specialists letters that may be added as well.
Your information will be extracted from practices such as ours and held on central NHS databases.
As with all new systems there are pros and cons to think about. When you speak to an emergency doctor you might overlook something that is important and if they have access to your medical record it might avoid mistakes or problems, although even then, you should be asked to give your consent each time a member of NHS Staff wishes to access your record, unless you are medically unable to do so.
On the other hand, you may have strong views about sharing your personal information and wish to keep your information at the level of this practice. Connecting for Health (CfH), the government agency responsible for the Summary Care Record have agreed with doctors’ leaders that new patients registering with this practice should be able to decide whether or not their information is uploaded to the Central NHS Computer System.
For existing patients it is different in that it is assumed that you want your record uploaded to the Central NHS Computer System unless you actively opt out.
For further information visit the Connecting for Health Website
If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can either use the form at the top of the page or this one:
To view our Privacy Notice click here
The Medical Centre has its own car park. Access is on Church Road, behind the Shell petrol garage on Gloucester Road.
Buses number 73, 75 and 76 stop on the Gloucester Road, a few minutes walk from the Surgery.
We also offer the use of a bike rack for securing bicycles.
We offer full disabled access and disabled parking spaces. We have automatic doors and a lift to access first floor consulting rooms. We also have a portable hearing loop. Please ask if you would benefit from the use of this equipment. Our main system for calling patients is visual. If this is a problem, please let our receptionists know as we can use a verbal call system where helpful to our patients.
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