01507 473483

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Help & Information

Experiencing loss of a loved one can be devastating. Cruse provides free, confidential help and support for both adults and children by telephone, email or face-to-face.

There is no ‘normal’ way to grieve; everyone experiences bereavement in many different ways. After a loss, a range of, or all emotions including shock, pain, anger, guilt, depression and longing may be experienced. Cruse UK Bereavement page provides further helpful information on the feelings experienced when someone dies in both adults and children, how to help someone who is grieving and coping mechanisms.

For the practical matters – what to do when someone dies:

  • Get a medical certificate – you will get this from a doctor (GP or at a hospital). You need the certificate to register the death.
  • Register the death within five days – you will then get the documents you need for the funeral.
  • Arrange the funeral – either through a funeral director or you can do it yourself.

You do not need to deal with their will, money and property straight away. See www.gov.uk/after-a-death/overview for more information.

You may be able to use the ‘Tell Us Once’ service which allows you to report the death to most governmental services in one go. See www.gov.uk/after-a-death/organisations-you-need-to-contact-and-tell-us-once for more information on this service.

If you would like a chaperone, please mention this when you make your appointment.

Patient Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in our practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS complaints system, which meets or exceeds national criteria.

How To complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do this as soon as possible – ideally within a few days. This will enable us to establish what happened more clearly. If doing so is not possible, your complaint should be submitted within 12 months of the incident or problem occurring.

Address your complaint in writing to:

Kerry Webster
Complaints Officer
Marisco Medical Practice
Stanley Avenue
Mablethorpe
Lincolnshire
LN12 1DP

Or telephone 01507 473483 or email leccg.complaintsdepartment@nhs.net

We will acknowledge your complaint within 3 working days and a preliminary investigation commenced within 10 working days. You will receive a final letter setting out the result of any practice investigations.

Taking it Further

If you remain dissatisfied with the outcome you may refer the matter to NHS England, who commission local health services.

Complaints to NHS England

If a complainant has concerns relating to a directly commissioned service by NHS England, they will usually be resolved on the spot with their local service provider. This is called an Informal Complaint Resolution and is in line with the recommendations of the Complaints Regulations of 2009.

If it is not appropriate to raise a concern informally or where informal resolution fails to achieve a satisfactory outcome, the complainant has the right to raise a formal complaint with either the service provider or the commissioner of the service NHS England.

A complaint or concern can be received by mail, electronically or by telephone:

Tel: 03003 112233

Email: england.contactus@nhs.net

Post:

NHS England
PO Box 16738
Redditch
B97 9PT

If you are still not satisfied by their response, the next step would be to contact the Parliamentary and Health Service Ombudsman (PHSO) to review how the complaint has been handled. Using these details below:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 0154033

If you are not happy with the Ombudsman’s decision, then you can appeal directly to the PHSO. Details of this process can be found on their website; www.ombudsman.org.uk.

Once the Ombudsman or one of their senior staff has considered the complaint and sent a response, their decision is final. Unless you raise any new issues that they consider significant to the complaint, they will not send any further replies (but still acknowledge further correspondence).

POhWER -NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

POhWER can be contacted in the following ways:-

Website: www.pohwer.net/in-your-area/where-you-live/Lincolnshire

Telephone: 0300 200 0084

Email: pohwer@pohwer.net

Disabled access and facilities are available at both of our sites. Designated parking bays are adjacent to the entrances of both sites with ramp access and wide doors to allow for wheelchairs. If you require further assistance, or have specific needs, please do not hesitate to call our reception on 01507 473483.

Hearing Loops

Both Mablethorpe and Sutton surgeries have hearing loops. Please adjust your hearing aid to the necessary frequency.

Making Appointments

If you are unable to use the telephone to make appointments, you can request an appointment via the following email address: enquiries@mariscomedicalpractice.com. This email is checked at 8.30am and at lunchtime every day. An appointment will be allocated to you and a return email will be sent advising you of the time and place. This service should not be used in the case of an emergency.

Disabled Toilets

Disabled toilets are available on both the ground floor and first floor of the main building at Mablethorpe, and in the main waiting area at Sutton-on-Sea.

Lifts

Lifts to get upstairs at our Mablethorpe site are located opposite the main reception desk.

Mobility Scooters

Mobility Scooters are generally for outdoor use only. If you use one of these and are unable to walk for any distance, it would be appreciated if you could transfer to one of our wheelchairs located in the foyer at both Mablethorpe and Sutton-on-Sea. If you require assistance, please ask a receptionist.

Disabled Parking Badges can be obtained from Lincolnshire County Council, their contact details are:

Lincolnshire County Council Blue Badge Team
County Offices
Newland
Lincoln
LN1 1YL

Tel: 01522 782232

Email: DisabledCarParking@lincolnshire.gov.uk

Our Friends and Family Survey is a useful tool for us to gather feedback from our patients about their recent visit/experience using our services. The information you provide is completely confidential and will enable us to establish the areas of care we do well in and the areas that could be improved.

You can give feedback after any interaction with the surgery by filling out our Friends and Family survey.

Dear Patient,

We are sure you are already aware that from 25th May 2018 the new EU General Data Protection Regulation (GDPR) will be coming into effect across all member states, which still includes us for the time being.

We have given our Patient Privacy Notice a refresh to reflect this which includes information on how we use and protect your personal information, and your rights relating to this.

Alternatively please speak to reception if you would like a printed copy.

GP2GP allows patient’s records to be transferred electronically between practices when a patient changes their practice. This improves patient care by making full medical records available to practices, for a new patient's first and later consultations. It is an NHS requirement that all practices use GP2GP for transferring electronic patient records.

Marisco Medical Practice uses GP2GP, meaning that as long as your previous practice also uses GP2GP, your electronic medical records will be automatically uploaded onto our clinical system. Similarly, if you register with another GP practice that uses GP2GP, your medical records will be transferred electronically to your new practice. Your paper medical record will continue to be sent to your new practice.

For more information, visit: http://systems.hscic.gov.uk/gp2gp.

Local Numbers

Hospitals:

Diana Princess of Wales, Grimsby 01472 874111

Lincoln County Hospital 01522 512 512

Louth Hospital (minor injury unit) 01507 600 100

Pilgrim Hospital, Boston 01205 364 801

Pharmacies:

Marisco Pharmacy 01507 479 626

Boots, High Street, Sutton-on-Sea 01507 441 213

Boots, High Street, Mablethorpe 01507 472 238

Boots, Seacroft Road, Mablethorpe 01507 478 226

Lloyds, High Street, Sutton-on-Sea 01507 443 913

All patients are now allocated a named, accountable GP. Should you wish to know which GP you have been allocated, please contact our reception teams who will be happy to advise as such. Please note, this does not mean we can guarantee appointment availability with your named, accountable GP. You are also still able to see any of our GPs within our practice when they are available.

What does 'accountable' mean?

Our NHS contract requires the named accountable GP to undertake responsibility for coordination of all appropriate services required under the contract and ensure services are delivered to each of their patients, based on the clinical judgement of the named accountable GP.

However, the contract remains 'practice based', so overall responsibility for patient care has not changed. This is a role of oversight and should reassure our patients that they have one GP within the practice who will ensure work is carried out on their behalf.

What are the named GP's responsibilities to 75s and over?

For patients aged over 75 and over the named accountable GP is responsible for:

  • Working with relevant associated health and social care professionals to deliver a multi-disciplinary care package that meets the needs of the patient
  • Ensuring that these patients have access to a health check

Does this mean 24-hour responsibility for patients?

No. The named GP will not:

  • Take on vicarious responsibility for the work of other doctors or health professionals
  • Take on 24-hour responsibility for the patient, or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week
  • Be the only GP or clinician who will provide care to that patient

If English is not your first language, please advise our reception staff so that appropriate measures can be taken.

These UK Government fact sheets have been written to explain the role of the UK health service (the National Health Service - NHS) to newly-arrived individuals seeking asylum. They cover issues such as the role of GPs, their function as gatekeepers to the health services, how to register with a GP and how to access emergency services.

The Government has taken special care to ensure that the information given is in clear language and the content and style is suitable. Open the leaflets by clicking on the appropriate flag/language:

The Practice offers a range of services that are not part of NHS provision. A fee is charged for these services and these are in line with the current recommendations of the British Medical Association. For more information please visit our Non-NHS Patients page

You can download our fee guide to see the fees involved with a range of services.

People from abroad may be eligible for free treatment on the NHS in the case of an emergency only. Broadly, this means that if in the opinion of the GP, your condition requires emergency treatment you will not be charged for a consultation with a GP. This is in keeping with UK Government policy.

However, if you require treatment or medication for a pre-existing condition, you may be charged a fee unless you have appropriate documentation proving you are entitled to NHS treatment.

Where a fee is charged we recommend you claim this back via your travel insurance company.

Prescriptions are regulated and if you require a medication you must be in possession of a current and valid prescription.

You can register for our web repeat system systmonline.tpp-uk.com.

If you do not have a valid repeat prescription you will need a consultation with a GP or a Nurse Practitioner. Please contact our reception to make an appropriate appointment.

Our online patient access is a service that allows you to access, view and book appointments and request repeat prescriptions online 24 hours a day, 7 days a week.

To register for our online services, you need to be a fully registered patient at Marisco Medical Practice. At your next visit to the practice, approach a member of our reception team who will help you to create an account and verify your identity. Please call the practice in advance to find out what kind of identification you will need to take with you, e.g. a driving licence, utility bill or passport.

Once you have registered with us, you will be given a SystmOnline username and password. Please wait an hour before trying to log in to the website.

Confidentiality

Marisco Medical Practice aims to treat all contact with its patients with complete confidentiality. Any patients requesting sight or copies of their medical records must complete a subject access request (SAR) more details are below.

Equality and Diversity

Marisco Medical Practice is committed to providing services to the public that do not discriminate against individuals on any grounds.

Freedom Of Information (FOI) Requests

The Freedom of Information Act (FOIA) gives you the right to access recorded information held by public sector organisations.

Anyone can request information and there are no restrictions on your age, nationality or where you live.

Your request will be handled under different regulations depending on the kind of information you ask for.

Before you make a request

You might not need to make a Freedom of Information (FOI) request to get the information you need.

We may be able to give you information straight away or be available from a different agency.

Further information is available at: https://www.gov.uk/make-a-freedom-of-information-request/the-freedom-of-information-act

Patient Medical Records

HOW INFORMATION ABOUT YOU HELPS THE NHS PROVIDE BETTER CARE FOR ALL

Confidential information from your medical records may be used by the NHS to improve services offered so that the best possible care can be provided for everyone. This information (along with your postcode and NHS number but not your name) is sent to a secure system where it can be linked with other health information. This allows those planning NHS services, or carrying out medical research, to use information in different parts of the NHS in a way which does not identify you.

You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns, or wish to prevent this from happening, please speak to our reception.

If you want further information, ask for a copy of the leaflet "How information about you helps us to provide better care" or visit www.nhs.uk/caredata

NHS Constitution

Where appropriate, and relevant to Marisco Medical Practice, we follow the NHS Constitution.

Subject Access Requests (SAR) - Asking For Your Notes

Any patients requesting sight or copies of their medical records must make their request in writing to the Practice Manager. We endeavour to action such requests as quickly as we can. However, please note there is legal guidance regarding the time line to action such requests. Appropriate identification will need to provided before any information is released.

A fee will be charged for any copies requested in accordance with current legislation. Please contact our reception staff to obtain further details and an application form.

Summery Care Record (SCR)

There is a new Central NHS Computer System called the Summary Care Record (SCR). The SCR is designed to help emergency doctors and nurses help you when you contact them and our surgery is closed. Initially, it will contain just your medications and allergies. Your information will be extracted from practices such as Marisco Medical Practice and held on central NHS databases.

Later on, and as the central NHS computer system develops, other staff who work in the NHS will be able to access the SCR together with other information from hospitals, out-of-hours services, and specialists letters as they are added.

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. Remember, every time you are seen 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 give your permission.

On the other hand, you may have strong views about sharing your personal information and wish to keep your information at general practice level. The Government agency, Connecting for Health (CfH), who are responsible for the SCR have agreed with doctors’ leaders that new patients registering with a GP should be able to decide whether or not their information is uploaded to the Central NHS Computer System. For existing patients, it is assumed that you want your record uploaded to the Central NHS Computer System unless you actively opt out.

If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.

For further information visit the Connecting for Health Website systems.hscic.gov.uk/scr.

The NHS is changing how patient information is stored and shared in England, to provide better care for patients. SCRs provide healthcare staff treating patients faster access to key clinical information. For further information see http://www.hscic.gov.uk/article/3768/For-the-public

Removal from the Practice List

There may be circumstances when it would be considered reasonable to remove patients from the list. The purpose of this policy, therefore, is to define our guidelines for removal of a patient from the Practice list and to ensure that any concerns about removals are dealt with fairly.

Zero-Tolerance

Zero Tolerance of Aggression and Violence Marisco Medical Practice believes that all of our staff and patients have the right to be treated with dignity and respect at all times. All of us should be able to go about our daily activities without being physically or verbally abused.

Most people respect this and we thank you for being one of them. However, we do follow the NHS Zero Tolerance Policy with regards to aggression and violence. Any such behaviour will not be tolerated and may be reported to the Police.

Marisco Medical Practice will remove patients from our list who contravene this policy

To see our assessment result please visit the Marisco's CQC page.

Purpose of the CQC

To make sure health and social care services provide people with safe, effective, compassionate, high-quality care and they encourage care services to improve.

Role of the CQC

The CQC registers, monitors, inspects and rates service providers to ensure they are meeting quality and safety standards.

Flu is a common infectious viral illness spread by coughs and sneezes. You can catch flu – short for influenza – all year round, but it's especially common in winter, which is why it's also known as "seasonal flu".

It's not the same as the common cold. Flu usually starts more suddenly, is more severe and lasts longer.

The main symptoms of flu include:

  • a high temperature (fever) of 38C (100.4F) or above
  • tiredness and weakness so much so that you need to stay in bed
  • a headache
  • general aches and pains
  • a dry, chesty cough

You can help stop yourself catching flu or spreading it to others by:

  • washing your hands regularly with soap and warm water
  • regularly cleaning surfaces such as your computer keyboard, telephone and door handles to get rid of germs
  • using tissues to cover your mouth and nose when you cough or sneeze
  • putting used tissues in a bin as soon as possible
  • avoiding unnecessary contact with other people while you're infectious

To ease symptoms:

  • rest at home
  • keep warm and drink plenty of water to stay hydrated
  • take paracetamol or ibuprofen to lower a high temperature and to relieve aches if necessary
  • stay off work or school until you're feeling better, for most people this will take about a week

When to see your GP:

If you are normally fit and healthy there is usually no need to see a doctor but consider contacting your GP if:

  • you are 65 years of age or over
  • you are pregnant
  • you have a chronic medical condition – such as diabetes, heart, lung or kidney disease, or a neurological disease
  • you have a weakened immune system – e.g. you're having chemotherapy or have HIV
  • you develop chest pain, difficulty breathing, or start coughing up blood
  • your symptoms are getting worse over time or haven't improved after a week

Influenza vaccine

The advice regarding the influenza vaccine and the strains to be covered each year is researched at an international level and as a result of this research, all GP’s are provided with a list of suitable available flu vaccinations each year directly from the Government.

Each individual GP surgery are advised to select from a number of different vaccines, all of which meet the suitable criteria according to this research. Each one of the vaccines available are deemed to be no better than the other but are advised to select different vaccines to minimise the risk of national vaccine shortages.

The flu vaccine that Marisco are using complies with this research and contains the active substance influenza virus of the following strains.

  • A/Michigan
  • A/Singapore
  • A/Hong Kong
  • B/Brisbane

This vaccine complies with the WHO (World Health Organisation) recommendations (Northern Hemisphere) and EU decision for the 2017/2018 season.

For more information visit: https://www.nhs.uk/conditions/Flu/

Call NHS111 if you are concerned or need advice

If you are absent from work less than 7 days, including weekends, a Self-Certification Form can be obtained from your employer or by visiting www.hmrc.gov.uk/forms/sc2.pdf. Med 3 certificates are only required for absences of more than 7 days in a row and will not be issued for shorter periods.

Full details regarding this Government directive can be found at www.gov.uk/taking-sick-leave.

If you require a sick note for a shorter period of time it will be subject to a charge – see non-NHS services.

In keeping with Government policy, we have introduced a support programme for certain patients who may require additional medical assistance. This programme is subject to clinical need and patients are assigned to the programme by our clinical team. Time on the programme is subject to a patient’s medical need.

If you are on this support programme, you will have received a letter from us. If you have not, please talk to our reception staff.

If you require urgent assistance call us on 01507 473483 (Mon-Fri 8am to 630pm) and state you are a supported patient. Please do not misuse this system to get priority for routine issues.

Our telephones are very busy in the early morning; so please call between 10am – 4pm if you have an enquiry regarding test results.

To ensure confidentiality, we only release results to the patient, unless alternative arrangements have been agreed.

Test results are reviewed by our clinicians before being filed onto patient’s records. For patients who need further investigations, you will be contacted directly. If we are unable to contact you by phone then a letter will be sent. For those patients whose results need no further action, you will not be contacted. However, if you wish to have your results you are welcome to ring the practice and request for a Nurse to give you a call back with your results.

To ensure confidentiality, we only release results to the patient, unless alternative arrangements have been agreed in writing.

Disclaimer

Accuracy

This site has been developed with the intention of providing information only. Whilst every attempt is made to maintain its accuracy and validity, Marisco Medical Practice accepts no responsibility for events arising from use of the information provided. We endeavour to provide information that is both comprehensive and accurate. However, it is only general and should not be used as a substitute for a patient consulting their own doctor.

Availability of website

We cannot guarantee uninterrupted access to this website, or the sites which it links to. We cannot accept any responsibility for any damages arising from the loss or misuse of this service or information.

Links

All links from this website are provided for information. We cannot accept responsibility for sites linked to or the information found therein. A link does not imply an endorsement of a site by Marisco Medical Practice. Similarly, not linking to a particular site does not imply lack of endorsement by us.

Medical Information on the Internet

If you use the Internet for medical information always look for a balanced view and avoid just using one website. Remember that anyone can publish anything on the Internet and that what has been written has not necessarily been subject to peer review or scientific scrutiny. Always check to see who the authors are and note their qualifications. Please review the information that the site refers to and do not just accept the word of the authors. We recommend that you check the site is regularly updated and look for any advertising which may influence the information given on the website.

Always check on the privacy and confidentiality of information you are sharing over the internet. We strongly recommend you avoid online consultations and/or diagnoses as your healthcare information may be incomplete or misused.

Please remember websites may refer to treatments that are not currently available in the United Kingdom. It is of note that prescription medications and treatments are delivered by qualified healthcare professionals in the United Kingdom and every step is regulated to ensure it is of an appropriate standard and quality.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Marisco Medical Practice in the last financial year 2015/2016 was £73,008 before tax and National Insurance. This is for:

  • 2 full time GPs
  • 2 part time GPs
  • 3 locum GPs who worked in the practice for more than six months