Welcome to the Practice
We hope this leaflet will give you all the information about our practice and the primary healthcare services we provide. We are a relatively small practice with 3 full time GPs’, 1 ANP 2 Locum Nurses and 1 Locum Healthcare Assistant. All our clinical consultation rooms are on the ground floor. We have suitable access for our disabled patients. There is a pay and display car park at the back of the Health Centre which offers 2 hours free parking with a valid ticket. The practice is not a limited partnership.
Practice Manager
Tracey Moore
Admin Support
Sian Davies
Receptionists
Tina Acton
Alyson Wheadon
Nicola Davies
Sophia O’Connor
Michele Bernier-Skaer
Health Visitor
Alanda Lewis - Our Health Visitors see children under the age of five at home. If you have any concerns you can contact them on 029 20907606
Midwives
Community Midwives are attached to the practice and will look after you during your pregnancy. We hold a clinic on a Monday morning and you can contact them on 029 20744658
Districe Nurses
Provide a nursing service to housebound patients and run a clinic within the practice. Your local Community Nurses can be contacted on 02920 444501
Surgery Opening Times
The surgery is open Monday to Friday 8.00am – 6.30pm. We are closed on weekends and bank holidays.
Repeat Prescriptions
All requests for repeat medication need to be placed in writing and placed in the prescription request box on the wall in reception at least 72 hours, before your medication runs out. We do not accept requests by phone.
You can arrange for a pharmacy to order your prescriptions for you also, if you take your repeat copy into the pharmacy they can then explain their procedures for ordering your prescriptions. Please be aware that if you have asked the chemist to order your script we will need 72 hours from the time the chemist sends the script to us, not from when you asked the chemist to order it. You may also download the NHS Wales App or visit app.nhs.wales to order your prescription or alternatively you can email us on prescriptions.w97005@wales.nhs.uk.
Making Appointments
Book on the Day appointment can be made every day and are a mixture of Face to Face and telephone calls our phones open at 8am. Please note this is a very busy time of day and our reception staff answer the telephones as quickly as they can. We have a number of different clinicians providing appointments and therefore the receptionist will request brief details of your illness to ensure you are allocated to the most appropriate clinician.
Choose Pharmacy. Your community Pharmacist can provide free confidential NHS advice and treatment without you having to make an appointment to see the GP. It covers many of the minor ailments free of charge, please ring your local pharmacy for advice.
NHS 111 - 111 is the free NHS non-emergency number. You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation.
Call 111 if:
Cancelling Appointments. Please ensure you cancel any appointments that are no longer required Hundreds of appointments are wasted each month with doctors and nurses which could have otherwise be used.
Home Visits. If you are housebound please telephone the surgery before 10.30am to request a home visit. The final decision as to whether a home visit is appropriate is made by the doctor.
Out of Hours
Cardiff and Vale Health Board is responsible for the Out of Hours Service which provides medical cover to our patients from 6.30pm to 8.00am every day. This service also applies to the weekend and bank holidays. If you feel you require medical attention outside of our normal hours, please ring NHS 111 or NHS Direct 0345 4647 alternatively you can go online www.111.wales.nhs.uk. The dental emergency helpline is 0300 1020247
Test Results
All pathology test results will take several days to get back to surgery, once the GP has read the result it will be marked with the appropriate advice for the receptionist to give to the patient. We do not contact patients routinely with normal results, but will ring to advise if GP deems it necessary.
Clinics Available at Llandaff Fields
The practice offers many services including Baby/Childhood Immunisations, INR, Near Patient Testing, Steroid Injections, Chronic Disease Management, Family Planning, Wound Care Management, and Travel Vaccinations. All of these services can be accessed by making an appointment with one of our receptionists.
Cluster Services
If you require help with mental health issues or physiotherapy, please speak to our reception team as we can offer appointments with medical practitioners who specialise in these areas. If you would like more information on services provided by our clusters, please use the following link to check online https://cardiffsw.co.uk/
Health Visitors, Community Midwives, Community and Treatment Room Nurses
How to Register with the Practice
Please ask the reception team for a registration form & questionnaire. We will check if you live within our catchment area. Please ensure your fill the questionnaire out fully otherwise we will not be able to register you. We will arrange an appointment for a New Patient Check. If you are taking any regular medication please ensure you have a months’ worth from your previous practice and also give a copy of your repeat to the team on reception so we can update your records.
Complaints and Suggestions
We try at all time to provide a service to the highest standard. If you wish to make a comment or complaint, please speak with the Practice Manager in the first instance. If you remain dissatisfied, please put your concerns in writing to Miss Tracey Moore. We will send you an acknowledgment within two working days and you will receive a full written response with 30 working days of receipt of your letter. If for any reason this does not prove possible you will be informed in writing of the new timescale.
If your concerns remain unresolved you can contact your Local Health Board on 02920 747747 and speak with a primary Care Support Manager or your local CHC on 02920 750112, you can also fill in our Concerns Form, e mail the team at concerns@wales.nhs.uk. You also have the right to take the complaint to the Public Service Ombudsman for Wales on 08456010987. You may find the @Putting Things Right leaflet helpful which can be downloaded on www.cymru.gov.uk
Zero Tolerance
In common with the rest of the NHS we operate a zero tolerance policy on any issues of abuse whether verbal or physical on any member of staff or person on the premises. We have the right to remove a patient from our list and to inform the police of any such incident.
Confidentiality
All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement.
We respect your right to Privacy and keep all the health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal information by anyone not involved in your care. Please note that it is the practices policy to record all telephone calls for the purposes of patient and staff care, security and dispute resolution. Recordings and their use will be at the discretion of the practice.
Change in your Personal Details
If you change your address and telephone number please inform the reception team immediately to ensure you’re medical records are kept up to date at all times. If you are moving out of the area you will need to register with a local doctor in your new area.
Patients who require Assistance
The practice has disabled access and facilities for patients. If you require assistance to the doctors or nurses room, please inform the receptionists who will help you. If you have hearing or visual impairment, please let our staff know and they can assist you whilst you are visiting the surgery.
If you require assistance with language interpretation, please inform the staff when you are making the appointment and they can arrange for this service to be available. If you require a private area to discuss your concerns, please state this to the receptionist who will make the arrangements for you to speak privately. This may take a short time to arrange so please be patient.
Local Health Board Information
Cardiff and Vales UHB
Woodland House
Maes Y Coed Road
Llanishen
Cardiff
CF14 4TT
Telephone – 02920 747747
Fax – 02921 836130
Email – Cav.primarycare@wales.nhs.uk
Concerns Information
www.cavuhb.nhs.wales/patient-advice/concerns-complaints-and-compliments/concerns-complaints/
E-mail the team at concerns@wales.nhs.uk or write to us at Chief Executive, Cardiff and Vale University Health Board, Maes y Coed Road, Cardiff CF14 4HH.
Putting things Right – https://gov.wales/nhs-wales-complaints-and-concerns-putting-things-right