The Ingham Practice is a rural Dispensing GP Practice located in Ingham and serving the surrounding villages. The Practice is one of the smallest in our area, which enables us to maintain a traditional and personal relationship with our patients. We take pride in providing the widest primary care health services. We are a dispensing Practice and we dispense medication to almost 99% of our patients. The Practice is fortunate to have modern, spacious, purpose-built premises with excellent facilities, including two minor surgery suites.
The Practice offers a full range of enhanced primary care services, including child health surveillance, maternity services, family planning clinics, travel and health clinics and a wide range of minor surgery procedures. In addition, the Practice provides services under the IMP Federation.
Our excellent team consists of Dr Sultan (Senior GP), Dr Asas, Dr Ahmed, Dr Patton, Dr Elaraby and part time Locum GPs. In addition, the Ingham Practice team is made up of Practice Nurses, Healthcare Assistants, qualified Dispensers and Dispensary Assistants, Receptionists, Secretaries, Administrators and Management Team Members.
All staff members share the same view, which is to provide high quality primary care with the best possible customer service levels by maintaining strict policies and adhering to the NHS guidelines. The vision of the Practice, which is well known to all staff members, is to provide this high-quality service to all patients at all times. Although patients are our customers, they are a unique type of customer. They approach the Practice to discuss matters relating to their health. Therefore, they should be treated with a special level of care to ensure that their needs and expectations are met in the best possible and most convenient way.
The Practice is committed to:
- Providing a friendly, open and confidential service to all patients who attend our Practice.
- Providing a convenient service with good parking, a clean environment and pleasant surroundings.
- Providing good clinical and nursing care and timely (acute and repeat) dispensing of medication.
- Ensuring that patients are seen without unnecessary delay and that emergencies are given priority.
- Treating all patients equally with dignity and respect.
- Serving patients with courtesy whether face-to-face, in their home or on the telephone.
- Supporting patients in maintaining a healthy lifestyle and providing sufficient information to help them with their choices.
- Involving patients in their treatment and management care plan so that appropriate choices are made for them.
- Ensuring that communication with patients, their families and carers has been handled in the most professional and appropriate way.
- Keeping patients informed of our services, their rights and any other information which directly relates to them.
- Maintaining high standards and knowledge by staff attending regular training sessions and keeping up to date with NHS changes and guidelines.
- Monitoring and improving our systems to ensure that the Practice activities are conducted in the best possible way.
- Maintaining an effective and constructive Practice complaints procedure.
- Maintaining an open relationship with all patients so that they are listened to, which enables them to raise their issues or problems and share their views.
- Welcoming and considering suggestions from all patients on our services, to ensure that patients’ voices are heard.
Practice Leaflet
Comprehensive Practice Leaflets are available from the Reception desk. If you require any further information, please do not hesitate to ask a member of the Practice Team.
Surgery Premises
Our surgery building is welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.
Changes to Practice Arrangements
When changes are introduced to Practice arrangements that affect patients, we will ensure that these are clearly explained, by means of the Practice website (www.theinghampractice.co.uk), waiting room notice board or individual leaflets, giving as much notice as practicable.
Teaching Practice
We are a Teaching Practice. Patient queries may be managed by one of our GP Registrars who are qualified doctors operating under Dr Sultan’s supervision.
We host medical students from the University of Lincoln who observe and learn only.
Patients will be advised and consent obtained if a medical student will be present in their consultation.
Repeat Prescriptions
Dispensary activities are completed adhering to the Dispensary Services Quality Scheme in accordance with our Dispensary Standard Operating Procedures. These procedures are strictly followed by the Dispensary team. They are reviewed regularly to ensure safe, secure and efficient systems are in place and best customer service levels are provided. Repeat NHS and private prescriptions received at the Dispensary are handled in a timely fashion and within the required time period of 48 hours. Comprehensive Dispensary Leaflets are available from the Dispensary hatch and Reception desk.
Referrals
- Urgent referrals to other health and social care agencies will be made if necessary on the same day or within one working day of the patient consultation.
- Where requested, our GPs will refer you to a private health care provider.
- We will normally process non-urgent referrals within five working days of the patient consultation dependent on the GP’s instructions.
Test Results
If you require test results please ring the main Practice number, after 2.00 pm if possible, and ask to speak with a Nurse. Reception staff are not authorised to give results. If the Nurse is not available your request will be passed to a Clinician who will return your call.
Transfer of Medical Records
The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days or same day if the request is urgent.
Privacy and Confidentiality
Confidentiality is of the utmost importance and must be maintained at all times. This applies to whether a member of staff is at work or not. Therefore, confidentiality forms a major part of the staff contract of employment within the Practice. Under the Data Protection Act 1998 patients’ medical records are confidential and will not be discussed with anyone without the patient’s permission and written consent. Patients have the right to view their medical records under the Act.
AskMyGP Service
The Practice offers an appointment service via AskMyGP. AskMyGP Service is NOT for life threatening emergencies. It enables patients to be more in control and avoid unnecessary visits to the Practice. We aim to respond to patients’ requests between the Practice’s opening times and 2.00 pm Monday to Friday.
Home Visits
If you require a home visit, try to ring the main Practice number before 10.00 am. The GP will be happy to visit those patients too ill or infirm to attend the Practice. We would appreciate that you make every effort to attend the Practice where possible.
Federated Work
The Ingham Practice is a member of IMP Federation and can offer extended hours appointments for pre-bookable non-urgent appointments only. Patients may need to travel to another local GP practice and may not necessarily see their own GP.
Out of Hours Service
Patients are advised to call the main Practice number to obtain information on how to access the Out of Hours Service.
Waiting Times
- Clinics will normally start on time.
- During pre-booked appointment clinics, we expect patients to be seen without undue delay. In the event of any delay, we will inform patients and offer an explanation.
- When a GP is called away on an emergency, we will inform the patients and keep them updated until they are seen or support them to re-book an alternative appointment.
To work effectively and efficiently we need patients’ co-operation. Therefore, we expect our patients to:
- Be punctual and attend all appointments made with us or cancel/re-arrange as necessary in plenty of time.
- Make separate appointments if more than one member of the family needs to be seen or if there are several problems to discuss with the GP.
- Use the check in screen on arrival. Reception staff will assist if necessary.
- Respond in a positive way to questions asked by Reception staff. This will enable them to book the appropriate appointment for you.
- Only request a home visit if housebound due to illness or are disabled.
- Make non-urgent enquiries later in the day if possible. Our phone lines are very busy in the mornings.
- Be patient and bear with us when running late. The delay may be due to another patient requiring additional time or if we are dealing with an emergency.
- Use our service responsibly and do not expect immediate treatment for non-urgent or routine conditions.
- Allow 48 hours – the required time – for processing of repeat prescription requests. Please do not pressure Dispensary staff to process unauthorised medication requests.
- Appreciate the doctor’s time when requesting insurance/medical reports, health questionnaires and similar types of services.
- Keep us informed of any changes to name, address and telephone number immediately to ensure that we always have the correct contact details.
- Treat us with respect. Staff members are prepared to serve patients to the best of their ability. We ask for the same courtesy to all our staff in return.
Violence against our staff or other members of the public will not be tolerated at the Ingham Practice whether face to face or over the telephone.
You and Your General Practice
We know that getting the right help from your GP practice can sometimes feel a little confusing. That’s why we wanted to share a new guide from the NHS called ‘You and Your General Practice’.