A skilled nursing team covers both centres comprising practice nurses, a nurse practitioner, health visitors and district nurses. Appointments will be made with a nurse with specific training to meet your requirements.

Our highly trained practice nurses provide health promotion, including general advice, screening, immunisations, travel advice plus vaccinations and cervical smears. They are also skilled in all aspects of wound care. Our nurse practitioner's role also includes assessing and treating minor illnesses and injuries. If you are unsure whether your problem is suitable for her care, the receptionist will be able to advise you. Each of the nurses has specialist skills in one or more areas of chronic disease management, such as diabetes, asthma and heart disease.

All requests for home visits are taken by a member of the nursing team in order to prioritise their necessity and urgency. Our health visiting team is based at Churchill Medical Centre and is responsible for our child health promotion programme. They run a ‘drop in' baby clinic are also closely involved in antenatal and postnatal parentcraft. Our district nursing team is also based at the medical centre. They are responsible for nursing care in the patient's home.

Our skilled nursing team cover both Churchill and Evesham centres, assisted by our highly trained Health Care Assistants (HCA's). HCA's carry out many technical tasks such as blood taking, ECG's, hearing checks, taking blood pressures and running ‘stop smoking' clinics.

The practice offers a unique service for expectant parents – parentcraft classes' delivered by the National Childbirth Trust (NCT). Evening sessions are run regularly at Churchill Medical Centre. They offer a unique approach to ante-natal classes and are an ideal way to get to know other local families. Please speak to the Health Visitors for further information. Book early to avoid disappointments, but please wait until pregnancy has been confirmed!

We have a comprehensive mental health team attached to our practice which includes a community psychiatric nurse, a clinical psychologist and a counsellor. We also have access to an in-house dietician.

We are always striving to improve services to our patients to deliver an even more comprehensive standard of care. Changes for the better can only result from improved mutual co-operation and we are thus also seeking your assistance. Below are standards which we will strive to achieve as well as suggestions (in italics) which, if followed by patients, will help us fulfil our commitment to give the best possible care.

All patients will be treated with courtesy and equally, regardless of age, gender, race or disability.
Please treat the doctors and practice staff with courtesy.

We only use electronic patient records. All letters concerning patients that come into the practice are scanned and entered into the appropriate patient's electronic medical record. We use the records to run a wide range of recall systems for many long term conditions, for screening programmes and for immunisation reminders. We carry out regular checks to make sure we are treating you to the highest clinical standards (clinical audit).

We comply with the Data Protection Ace and the Access to Records Act. We will ensure that all records are kept confidential and secure. All who work here are bound by the same strict code of confidentiality.

Telephone calls will be answered promptly. We will ensure that telephones are answered with courtesy at all times.

All surgeries will start within 10 minutes of their scheduled time – subject to emergencies.

There will be sufficient reception staff to cope with normal demand. Reception staff should not give medical advice or ask patients their reasons for wanting an appointment.

(8.15am-12.00pm and 4.00pm-6.00pm)Closed Friday PM

Patients are asked to ring for a doctor's appointment early on the day they wish to be seen. Appointments are bookable in advance. Appointments for the nurse, midwife, asthma and diabetes clinics are bookable in advance. You will always be seen in an emergency.

Please:
>>Be punctual for your appointment time and always give us as much notice as possible if you are unable to keep a booked appointment.
>>Make more than one appointment if more than one patient needs to be seen.
>>Be patient if appointment times are running late; it may be you who needs the extra time on another occasion.

Please only ask for a home visit if bed-bound by illness and unable to attend the medical centre for strictly medical reasons. Please help our nurse practitioner to assess your condition by providing accurate information. Please remember that children can usually be safely brought to the medical centre when they are ill. Please only contact the doctor out of working hours in cases of emergency which cannot wait till the medical centre reopens.

Repeat prescriptions will be ready within two working days.

Please give us the time we require for the safe monitoring of repeat prescriptions .

Urgent referral letters will be prepared within one working day. Routine letters of referral will be prepared within five working days.

We will ensure that you are told how to obtain test results and give you clear instructions when you contact the medical centre. Where the results of an investigation suggest an immediate risk to your health, we will make every attempt to contact you that day.

All results can be obtained after 10.00am on the day you are advised. In view of patient confidentiality, we are only able to give the results to the person on whom the test was performed.

We operate a comprehensive complaints procedure in line with national policies.

All comments and complaints will be dealt with seriously, promptly and confidentially. Your complaint will be recorded and acknowledged within three working days and we will provide a substantive response four weeks from receipt. Should any matter remain unresolved you have the right to refer the matter to the Primary Care Trust.

Please do not wait to complain. If you feel there are ways we could improve our services to you, let us know on a comments form.