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Noticeboard

IMPORTANT UPDATED INFORMATION

We are updating our website regarding some of the changes that we have had to put in place since the coronavirus (COVID-19) outbreak, along with some useful advice and resources. As we are sure you appreciate, this is a rapidly changing situation and whilst we endeavour to keep this site under review, we cannot guarantee that any web links will always be up to date. If new government announcements are made, please follow that advice as it emerges.

Courtyard Surgery would like to thank all of our patients for their continued support and cooperation during these unprecedented times.

Is the surgery open?

Yes! We are open and we have been working really hard to make sure that we have everything in place to be able to continue to give you high quality medical care both now and if the situation with COVID-19 escalates over the coming weeks.

 

But! We are not operating in the usual way, so PLEASE DO NOT WALK INTO THE SURGERY TO ASK FOR APPOINTMENTS AS WE ARE ONLY MAKING APPOINTMENTS OVER THE PHONE. Please see the information below that outlines the reasons why we have changed our systems and how they operate.

We would like to reassure you that in the currently unlikely event that the surgery would need to close at any point in the future (for example due to staff shortages), we work closely with a number of neighbouring practices and together we will continue to provide medical care for you and your families.

How should I access healthcare?

If you have a new continuous cough and/or high temperature (37.8 degrees or above) then you advised to self-isolate at home. YOU SHOULD NOT GO TO A GP, PHARMACY OR HOSPITAL.  You should only call 999 if you are seriously unwell and feel it is a medical emergency.

The following NHS website is regularly updated with the latest advice:

https://www.nhs.uk/conditions/coronavirus-covid-19/

It also provides information about self-isolation, including practical advice and recommendations about how long this should last.

If you need to seek medical advice initially then please use 111 online:

https://111.nhs.uk/covid-19

If you have any other medical related problem that requires advice please consider approaching this in the usual way whilst remembering social distancing measures:

Seek advice online from 111 https://111.nhs.uk

Phone 111

Phone pharmacy if appropriate

Phone GP surgery if required

Livi

See a GP by video with LIVI. Even at the weekend.

Patients of Courtyard Surgery can now see an NHS GP by video using LIVI.

Get medical advice, prescriptions and referrals on the same day – even at weekends.  LIVI offers appointments between 7am - 10pm Monday to Friday and 8am - 4pm on weekends.

The service is provided free on the NHS.

You can download the LIVI app to your mobile phone or tablet, at the App Store or Google Play. Or visit the Livi website for more information.

LIVI GPs are all GMC-registered NHS GPS, who (with your consent) will be able to access your medical records and give you a considered, in-depth diagnosis based on your medical history.


To be able to access this service, you will need to have appropriate record sharing consents in place - you can contact the surgery on 01403 330320 or email your consent to sharing to HSCCG.courtyard.admin@nhs.net (please note this email address has limited monitoring, so must not be used for any urgent clinical or medication needs).  

Can I get a test for COVID-19 (coronavirus) at the surgery?

No. Testing is not currently available in the community other than in very specific circumstances (and this service is not run by GP surgeries).

How do I contact the surgery and how will the surgery contact me?

The surgery has temporarily suspended all pre-booked and online appointments for you to see a GP.  We have changed these appointments to telephone triage. This means that if you wish to make an appointment to see a GP you will need to telephone the surgery first and speak to a member of the reception team. Please do not come into the surgery to make an appointment.

If the surgery needs to contact you, it is likely that we will use our text messaging service more frequently over the coming weeks, as this is an instant way to keep in touch with you. If we telephone you from the surgery it may appear as an unknown number on your phone, so please ensure that if you are expecting a call make sure you have your phone with you at all times.

Why has the surgery changed the appointment system and access?

You will have heard of the need for everyone to be socially distancing themselves from others and this advice is especially important in doctors’ surgeries. With COVID-19 now circulating in the community, patients coming to the surgery have the potential to spread the virus to staff who can then go on to infect others, some of whom will be very vulnerable to infections. In addition, we could very quickly see large numbers of staff self-isolating leading to real gaps in service provision. We hope you can, therefore, understand why we don’t want you coming to the surgery unless it is absolutely necessary, however if you do need to visit us we will make it as safe as possible for you to do so.

We will try to deal with as many queries as possible over the phone or in some cases, via video consultation. You will be advised of the process for this if required. Some routine work, such as chronic disease reviews, may need to be postponed, but some of our usual work will continue. We are looking to do this without you needing to come into the surgery wherever practical. A good example of this would be ordering repeat prescriptions, please see below for more details.

Of course, some patients may have to come to the surgery during the next few weeks, either for routine care which cannot be postponed, for example childhood immunisations and dressings others will need to be seen with more urgent illnesses. We have processes already in place to ensure that our staff knows who does need to be seen and what work can be deferred. These decisions have been made by doctors, nurses and other members of our clinical team, so please do not hold the reception staff accountable for this.

What will happen if I do need to come to the surgery and why?

 If you do need to come to the surgery we have systems in place to prioritise your safety and the safety of our staff. Firstly, we aim to keep anyone who has any possible symptoms or signs of any general infection away from others and therefore we have a special appointment system in place for these patients. They will be seen at the local COVID-19 HUB and not at the surgery.

We also want to ensure that we enable other patients to follow social distancing guidelines even within the surgery. For that reason we ask that you aim to keep 2 metres distance from others in the waiting room wherever practical. This is particularly important for those in the ‘at risk’ groups and they will be given additional advice accordingly. We have a special appointment system to protect these potentially vulnerable patients as much as possible.

As you might imagine, these processes are evolving all the time, so please listen carefully to the instructions you are given by a member of staff if you are given an appointment.

Our staff may need to wear protective equipment during the consultation, such as gloves, a gown and a facemask. Please do not be alarmed by this. If bringing a child it may be helpful to warn them of this in advance.

When attending the surgery please limit the number people where possible.

 On arrival at the surgery you will find the doors are closed, please knock on the door and a member of the reception team will communicate with you from a window. If you have an appointment with a Doctor or Nurse you will be given a mask to wear and asked to wait outside and the Doctor or Nurse will come and collect you when they have put on their PPE.

Repeat Medication requests

How to order:

If you already order your prescriptions online then please continue to do so in the usual way. If you do not already use electronic prescribing it is quick and easy to set up via the following link https://www.nhs.uk/using-the-nhs/nhs-services/the-nhs-app/ If you are unsure how to do this then please ask a relative to do this for you. This is the safest and most efficient way to get your prescriptions to you.

If this is not possible then please contact the surgery, for further advice.

Please allow 3 full working days for us to process your prescription requests at this time.

What to order:

Please be aware that the current medical advice for those people with any long-term conditions is to continue taking your usual prescribed medication unless advised to stop by a health professional. In line with government guidelines, we respectfully ask that you DO NOT REQUEST EXTRA QUANTITIES OF YOUR MEDICATION at this time. We will continue to process prescriptions promptly.

Request for medical certificates

There have been some recent changes to the medical certificate and benefits systems to ease pressures for both users and service providers during these busy times. Please see link to latest government advice regarding current guidance for all claimants during COVID-19 outbreak:

https://www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses

Remember that you can always self-certify for up to 7 days for any reason. 

During the COVID-19 outbreak, 111 are providing an easy online service to obtain certificates for if you are isolating relating to either personal illness from coronavirus or following advice to protect others. The online certificates can be issued for longer than 7 days. Please note that we have been advised that self-isolation is regarded as illness for employment purposes. This service has been created to avoid unnecessary administrative work for surgeries during this extremely busy period and therefore this will be the only way to obtain certification for isolation at the present time.

 https://111.nhs.uk/isolation-note/

If you need a medical certificate for any other reason (beyond 7 days duration) then you will need to telephone the surgery, to request it. It is likely that you will be emailed the certificate, so please have your email address to hand.

Request for non-NHS work for example insurance reports

We will be very unlikely to be able to process these types of requests at this time due to volume of workload and prioritising patient care. This is the position we have been advised to take by local bodies. Please consider whether this request can be postponed if at all possible.

Working together to provide high quality medical care

We want you to know that we are here for you. We know that if we all work together as a team of patients and staff then we will be able to continue to look after you to the best of our ability.


  • Flu Clinics 2019 - visit Flu Clinics for more information


Livi - new video consultation service - visit LIVI for more information


EMERADE Fact Sheet for patients October 2019 - see Medication Information


Sepsis Awareness - visit Sepsis Awareness


New Registrars at Courtyard Surgery

We are pleased to welcome Dr Hitesh Gadhia and Dr Saif Ali  as our new placement ST3 GP Registrars, they started training at Courtyard Surgery in August 2019. Dr Gadhia will be with us for 6 months and Dr Ali for 12 months.  Both will have the support of the full clinical and administrative team whilst at the surgery. 

Courtyard Surgery has been approved as a Training practice for GP registrars from the Mid Sussex GP Training Scheme.

Important Announcement

Following our announcement in 2017 regarding Riverside Surgery moving premises to Courtyard Surgery, this is no longer taking place and Riverside will be remaining at their current premises on Worthing Road.

As such, Courtyard Surgery will no longer be joining with Riverside Surgery. Although this is a change in the original plans, we have, as part of future proofing, 7 new rooms that will be for our patients. 

We are continuing all of the services that we currently offer and will be employing more doctors and other health care professionals to make the most of the additional capacity and strengthen our clinical team.

With more rooms and staff available, we anticipate improving our services with the capacity and ability to look after our patients.

We would like to thank you for your patience.


New Physician Associate at Courtyard Surgery

We are delighted to be welcoming a new healthcare professional to our primary care (GP) team.

Shannon Rosine is a US trained Physician Associate (PA) with considerable clinical experience, working in both emergency departments and a health centre linked with a correctional facility. Shannon is also a Teaching Fellow in Physician Associate Studies at Brighton and Sussex Medical School, training PAs for the future.

For more information, visit Latest News on our website.


Physiotherapy Self-Referral for Patients
Did you know you can now refer yourself to physiotherapy at Horsham Hospital for musculoskeletal conditions? Please refer yourself by clicking here or alternatively pick up a paper form from the surgery reception.

Horsham Hospital Blood Service
Please click here to see change in opening times for the above blood test service from 01 June 2017. Click here for more information.

Complaints

Complaints & Suggestions

Courtyard Surgery welcomes constructive comments and suggestions from patients and you may leave these at Reception or talk to a member of staff.

We aim to provide the best service possible at all times. There may be occasions when you feel this has not happened and this page explains what to do if you have a complaint about the quality of service that we provide.

How to complain

If you wish to make a complaint please write to: Dona Stevens, Practice Manager. Alternatively, you can phone the surgery and ask to speak to the management team.

We believe it is important to deal with complaints quickly so we aim to acknowledge receipt of your complaint within 3 working days and have responded to you within 20 working days. If we feel we need longer to investigate your complaint then we will advise you accordingly.

We will address your concerns fully, provide you with an explanation and discuss what action is to be taken and by the end of the meeting we hope you will feel that we have dealt with your complaint effectively.

However, if you are not satisfied and you wish to continue with your complaint, you can contact Parliamentary and Health Service Ombudsman (PHSO). Their details are shown below.

Patient confidentiality is very important to us therefore any complaint made by a third party and not directly by the patient would require the patient’s written consent.

A copy of the complaints leaflet is available from Reception or can be downloaded here: Complaints Leaflet

If you wish to complain on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

HealthWatch West Sussex - Health Complaints Advocacy Service

We hope that we will be able to deal with your complaint to everyone’s satisfaction but you have the right to approach  HealthWatch West Sussex Independent Health Complaints Advocacy Service (IHCAS) if you are unhappy with our explanation.

Contact Health Watch West Sussex:

Telephone 0300 012 0122  

Email: helpdesk@healthwatchwestsussex.co.uk 

Website: www.healthwatchwestsussex.co.uk

Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW 

Complaining to the Health Services Ombudsman

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government. You can contact the ombudsman at:-

The Parliamentary and Health Service Ombudsman
City Gate, Mosley Street
Manchester
M2 3HQ

Tel: 0345 015 4033
e-mail: phso.enquiries@ombudsman.org.uk 

Website: www.ombudsman.org.uk



 
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