About Us

Brief History

The Clift Surgery was built in 1992 to house the practice that had previously been based in Dr Mary Knowles's front room. A two-handed practice had been in the village prior to that for many years but with the move to the purpose-built premises and then the extension in 2006, the Clift moved forward at great speed into the practice we see today.

Dr Diana Kenshole joined the practice in 1998, and Dr Nigel Fisher in 1999. Dr Roisin Ward joined in 2010 then Dr Susana Rodriguez in 2012 to complete our friendly team.

The Dispensary is an integral part of the service and much appreciated by the patients.

We are proud of our service, which runs very efficiently yet reflects the friendly face of the surgery.

Disabled Access

The main entrance to the surgery is accessible to wheelchairs, and a toilet suitable for disabled patients is available. There are two car parking bays sited close to the main entrance for the exclusive use of disabled patients.

Doctors

Dr Diana Kenshole (Female) - Partner
MA (Cantab), BM (Southampton 1989) MRCGP DCH DRCOG DFFP
Date of Registration: 30/11/89
Special interests: Family Planning, Coils, Implants and Insulin Initiation/Diabetes

Dr Nigel Fisher (Male) - Partner
MB BS (London 1988) DRCOG MRCGP MFSEM (UK)
Date of Registration: 7/1/88
Special Interests: Joint problems, Joint Injections, Sports Injuries

Dr Roisin Ward (Female) - Partner
MB BS MRCP MRCGP BSc (London 1997)
Date of Registration: 5/7/97
Special Interests: Cardiology, Paediatrics

Dr Susana Rodriguez (Female)
BS Medicine & Surgery (Manila), RCGP, DCH, DFFP
Date of Registration: 7/11/05

Doctors Kenshole, Fisher and Ward practise together as a non-limited partnership.

Practice Manager

Mrs Mari McKee

GP Post-Graduate Training

Doctors who have had extensive experience in hospital medicine are invited to join
the practice for one year in order to gain experience in General Practice. Dr Kenshole
is our GP Trainer. The receptionists will tell you if your doctor is teaching during
your appointment. If you wish to see your doctor alone, you may do so. The practice
occasionally assists in teaching medical students.

Practice Nurses

Sister Pam Teal RGN. DN. Cert. ENB 901 Family Planning, ENB 928 Diabetes

Sister Penny Griffin SRN(RGN), SCM, ENB 2001 Care of the Critically Ill Adult, ENB
7012 Practice Nurse, NARC Diploma Asthma & COPD, Level 2 Smoking Cessation

Healthcare Assistant/Phlebotomist

Mrs Judy Nicholson

Our practice nurses perform a full range of general nursing tasks within the practice,
and give advice on all health issues.

Dispensary

We have four part-time dispensers.

Attached Staff

District Nurses

The team of district nurses have great and wide-ranging experience in giving nursing care in the community. Call 0118 970 7225 or Communicare on 01256 810683 (evenings and weekends). The district nurses are employed by the Primary Care Trust.

Community Midwife

Provision for expectant mothers is given in our antenatal clinics, and in the home for newly delivered mothers and their babies. The midwife is employed by the PCT.

Health Visitor

Contact via Clift Surgery 01256 881228, or Tadley Community Desk 0118 970 7225. The health visitors are employed by the PCT.

Community Psychiatric Nursing

We maintain liaison between the practice and local mental health clinics.

Dietician

Dietician appointments are available monthly.

Support Staff

We have five part-time receptionists who will help you to get the best from the many services we offer. Our medical secretaries help us communicate with hospitals, other doctors and many other agencies on your behalf.

Three part-time administrators handle our accounts, supplies and operational reporting.

Opening Hours

Reception is open Monday to Friday 8.30am to 6.00pm
Dispensary is open Monday to Friday 8.30am to 6.00pm
Routine surgeries are held Monday to Friday from 9.00am to 12 noon, 2.00 to 4.00pm
and 3.30 to 5.30pm.

We also offer extended hours, for pre-booked appointments only, as follows:

On the FIRST Saturday of the month 9.00am to 12 noon
Tuesday 7.00 to 8.00am
Alternate Thursdays 7.00 to 8.00am
Alternate Thursdays 6.30 to 8.00pm

Out Of Hours/NHS 111

If you have a life threatening medical emergency please dial 999.If you require urgent medical assistance which cannot wait until the surgery re-opens and your telephone number begins 01256, please dial 111. If your number begins 0118 you may need to hang up and call 01962 718697 as your area may not have the NHS 111 service yet.

Registering With The Practice

Please bring your medical card and photographic identification along to the surgery and hand it into reception. If you do not have a card, don't worry. Provided you reside within our practice area and we are accepting new patients, you will be asked to complete a registration form. Simply fill in Form GMS1 ("Family Doctor Services Registration") which is available at reception. (If you wish, you may also choose to
fill in an Organ Donor Registration form.)

You may then make an appointment with one of our nurses for a New Patient Registration check. This is a standard check that gives us a chance to meet you and to get some basic information (height, weight, family medical history etc) onto our clinical computer system. Not only does this help us to understand your medical
needs, but it also allows us to plan what services are most suitable for all our patients. You will also be asked to provide a urine sample at the time of this appointment. This will be tested for protein and sugar.

What is my NHS number?

Your NHS number can be found on your prescription or by contacting Primary Care Trust,Hampshire PPSA, Tel: 01962 853361
Email: hamp-pct.ppsa@nhs.net

Contacting The Surgery

If you need to contact us to discuss a non-urgent matter of a general nature, or have a specific query, please telephone us on 01256 881228 or e-mail reception.clift@nhs.net (NB: a response to your e-mail can take up to 48 hours.)

The Hampshire Health Record

Information about your treatment will be included in the NHS Hampshire Health Record which is a secure electronic record for people living in Hampshire, Portsmouth and Southampton. It enables healthcare professionals to access your most up-to-date records from hospitals, GP surgeries and community teams and give you a joined-up service.

If you do not want your information included on the Hampshire Health Record please contact your GP. www.hantshealthrecord.nhs.uk

The Practice Appointments System

Routine appointments are available four weeks ahead. GP appointments can be booked via our website www.cliftsurgery.co.uk Please note that it is not possible to book appointments by e-mail.

Routine Appointments

Appointments may be made by telephoning 01256 881228 (between 8.30 and 9.30am if possible), or via our website www.cliftsurgery.co.uk. You may see any doctor, or if you wish to see a specific doctor we will endeavour to comply with your request, but it may not always be possible. When making your appointment, please help our receptionists by giving them the information they ask for. That way they can direct you to the most appropriate member of the health care team.

Urgent Appointments

Any patient who feels that their problem is urgent will be offered an appointment that
day with a doctor or practice nurse.

Help Us To Help You

Please arrive on time for your appointment. In order to be fair to all our patients, if you arrive late and the doctor or nurse has already called you, you may be asked by reception to re-book. If you know you are going to be late and can contact us, please do so. We may be able to adjust our schedules so we can still see you.
If you are unable to keep your appointment, or no longer need it, it is important that you remember to cancel it. Your appointment may then be offered to someone else.

Home Visits

These are intended only for patients who are unable, because of their medical condition, to attend the surgery. Where possible a home visit should be requested before 10.30am. Please be prepared to give brief details of the problem so that you can be given appropriate priority. It is possible that the duty doctor of the day will contact you by telephone prior to the visit in order to assess the urgency of the visit.

Obtaining Test Results

This is best done between 12 noon and 2.00pm by which time the doctor should have seen the patients' results and our receptionists are more likely to have time to deal with your enquiry. You will need to know the specific test result(s) that you require. (Some tests take longer than others to process and if you have had several tests done the receptionist will not necessarily know whether all the results are back unless you can identify them.)

The receptionist is only authorised to inform you if your test result is normal. If it is abnormal or you require further discussion or interpretation, then please refer to your doctor. The receptionists are not qualified nor permitted to enter into any discussion on these matters.

Please remember, because we do so many tests we cannot contact each patient and for that reason it is the patient's responsibility to contact the surgery to obtain test results. These will only be given to the specific patient to whom they apply, so please, in the interests of confidentiality, be prepared to identify yourself. Also, please do not telephone to obtain results for a relative or friend without prior arrangement (which will require written consent).

Services

The Clift Surgery provides a range of services that includes:

Contraception Service

Advice on contraception is available to all patients. Dr Kenshole fits the Implanon
contraceptive device and also carries out IUCD (coil) fitting.

Child Health Surveillance

A full service is provided and is conducted along nationally-recognised guidelines.

Patient Review

Any patient may request a three-yearly review on request. The same service is
available to our senior patients (over 75) annually on request.

Nursing Services

Our experienced practice nurses are available for help and advice in the following areas:

• Health promotion (including lifestyle advice) • Dietary and weight advice
• Diabetes • Asthma and COPD
• Smoking cessation help • Blood pressure management
• Coronary heart disease follow-up • Sexual health and family planning
• Cervical smears • Travel advice and immunisations
• Childhood immunisations • Injections/vaccinations
• Phlebotomy • Wound care and leg ulcer management
• Removal of sutures • Ear syringing

Chaperone Policy

The Clift Surgery is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. Any patient is entitled to a chaperone if they feel one is required, and our staff have been trained to help.

Repeat Prescriptions

We are a dispensing practice and supply prescribed medication to 95% of our patients. This means you can collect your medicine on the premises only a short while after seeing the doctor. It is possible to receive repeat prescriptions at the surgery for medication you are taking without necessarily seeing a doctor every time. To do this, you should present your repeat prescription slip, or a written request, at least 72 hours (three working days) before you require the medication. We will also accept requests via our website but you will first need to obtain a PIN number from reception; you may do this by telephone or by written request. We regret that, for reasons of safety, we cannot take any request for repeat medication over the telephone. However, a collection box is available at reception.

Telephone queries to dispensary will be answered between 2.00 and 6.00pm, Monday to Friday. Outside these hours, if your query is urgent, you may telephone reception and leave a message.

Your prescription can be collected from the surgery at any time during opening hours. If you provide us with a stamped addressed envelope, we will be happy to post it to you. We also offer a weekly delivery service to vulnerable patients or those who are physically unable to collect their medication from the main surgery. Patients on long-term therapy will be asked to attend a six- or twelve-monthly review of their medication.

Payment for repeat prescriptions can work out much cheaper in the long run if an NHS pre-payment card is purchased. Ask your dispenser for details and a form to fill in. Certain patients will be eligible for free prescriptions. Sometimes they will be asked to present documentary proof of eligibility to the issuing pharmacy. If you need guidance on this, please call the free advice line on 0800 91 77 711. The following shows some examples of those entitled to free prescriptions:

Children under 16 or between 16-18 and in full-time education
Anyone over 60
Women who are pregnant or who have given birth within the last 12 months
Certain categories of War Pensioner
Those in the NHS Low Income Scheme
Those in receipt of Income Support, Family Credit, Disability Working Allowance
or Jobseekers Allowance (income-based)

Remember always to store medicines out of the reach of children. Please read the dosage/frequency instructions carefully before taking any medication and, if in doubt, consult your doctor or pharmacist. Out-of-date medicines should never be used: replace them with new medication if required and return any that are unused to us for disposal.

Repeat Prescriptions requests will be available for collection on:

Prescription requested on	Will be ready for collection on
Saturday/ Sunday	Thursday am
Bank Holiday Mondays	Friday am
Monday am	Thursday am
Monday pm	Thursday pm
Tuesday am	Friday am
Tuesday pm	Friday pm
Wednesday am	Monday am
Wednesday pm	Monday pm
Thursday am	Tuesday am
Thursday pm	Tuesday pm
Friday am	Wednesday am
Friday pm	Wednesday pm

Non-NHS Services

We provide certain services at the surgery which are not included in the NHS remit and, consequently, a fee will be payable in advance. These include private medical examinations, private sick notes, letters to third parties, tests requested for employment or travel purposes, doctors' signatures on official documents and some vaccinations.

When you request such a service from us please check beforehand whether or not it will be subject to a fee. A list of private fees is available at reception. Medical examinations can be arranged for various times during the week and will require a 30-minute appointment.

Patient Participation Group

www.cliftppg.hampshire.org.uk

The Clift Surgery at Bramley has established a Patient Participation Group, which consists of representatives of patients, the practice doctors/nurses and the practice management staff. The purpose of the group is to establish a formal liaison between the practice and its patients that can act as a conduit for:

New ideas on how the operation of the practice can be improved for the benefit of patients. Problems with any aspect of the present practice operating arrangements, the practice facilities.

Any other non clinical aspect of patient/practice relations.

The group will not deal with any specific problem between a particular patient and a particular practitioner, for which other channels exist.

The group will be able to consider any representations made to it on any matter within its competence by individual patients or groups of patients and will make recommendations to the practice for action to be taken where possible. Patients are encouraged to bring to the notice of the group anything that they would like the group to consider. They can do this, anonymously if they wish, by:

• emailing their point(s) to reception
• phoning surgery reception
• contacting a group member directly (see contact page www.cliftppg.hampshire.org.uk
for details)
• writing to: The Chairman, Patient Participation Group, Clift Surgery, Minchens Lane,
Bramley, Tadley, Hants RG26 5BH

This is your opportunity to get involved with the GP Services provided for you. Please do not be backward in coming forward, your input is welcomed. Patients Representative Group The practice has set up an online (Virtual) group to offer views on issues concerning our particular community. The group needs to be representative of the Clift Surgery's patient community in terms of age, sex, race etc. Visit the website www.cliftppg.hampshire.org.uk for more information and instructions on how to join.

Complaints and Suggestions

The needs of sick people and their carers are complicated and not always easy to anticipate. As doctors, nurses, receptionists and dispensers, we try to remember how stressful and worrying it is to be a patient - we too get stressed by the nature of the work and the long hours involved. If you tell us where problems have arisen it gives us the chance to try and put things right. We try to provide the best possible service, but sometimes things do go wrong. If you think this has happened in your case, please speak to our practice manager, Mrs Mari McKee.

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any member of staff working in this practice, please let us know. We operate a Practice Complaints Procedure which meets nationally agreed criteria, as part of an NHS wide system for dealing with complaints.

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problems cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, because this will enable us to establish what happened more easily.

Who to Contact

Complaints should be addressed to the practice manager, Mrs Mari McKee at The Clift Surgery, on 01256 881228 or in writing to The Clift Surgery, Minchens Lane, Bramley, Tadley, Hants RG26 5BH. If you would prefer, you may ask for a meeting to discuss your concerns. She will explain the Complaints Procedure and make sure that your worries are dealt with promptly. It will help if you are specific about your complaint. However, if you would prefer not to raise the matter with her, you may complain directly to the Primary Care Trust.

What We Will Do

We will acknowledge your complaint within three working days and propose a time frame within which we should be able to investigate your complaint in full. We will then be in a position to offer an explanation or arrange a meeting with those involved if requested. When we investigate your complaint, our aim will be to:

• find out what happened and what went wrong.
• make it possible for you to discuss the problem with those concerned as necessary.
• make sure you receive an apology where this is appropriate.
• identify what we can do to make sure the problem does not recur.

Complaining 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, you need their permission to do so. In this event we will require a note of consent signed by the person concerned, unless they are unable to through incapacitation or if you are the parent/guardian of a child complainant under 16.

Complaining to the Primary Care Trust (PCT)

We hope that our Practice Complaints Procedure will resolve your problem, as we can offer the best chance of putting matters right. However, you may raise your complaint with Hampshire PCT if you feel you cannot raise it with us. In that event, you should contact The Comments and Complaints Unit at NHS Hampshire, Omega House, 112 Southampton Road, Eastleigh SO50 5PB, Tel 023 8062 7600. Alternatively, you may use the Independent Complaints Advocacy Service to assist you with your complaint on 01256 463758 or 0845 600 8616.

Zero Tolerance

The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

Practice Area

We are happy to accept patients who newly move into our catchment area. The practice serves an area bounded by Tadley, Stratfield Saye and Ramsdell.

Map

Useful Numbers

Hospitals

North Hampshire Hospital NHS Foundation Trust	01256 473202
Royal Berkshire Hospital	0118 987 5111
Hampshire Clinic	01256 357111
Frimley Park Hospital NHS Foundation Trust....	01276 604604
Spire Dunedin Hospital	0118 958 7676

Health Authorities

NHS Hampshire
Headquarters, Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB.

Tel: 023 8062 7890
Fax: 023 8062 034344

Hampshire PCT Customer Services	01256 312313
Social Services Basingstoke & Deane	01256 48448
Housing	01256 845393
Basingstoke & Deane Contact Centre	01256 845474
Counselling - Mental Health Bereavement The Compassionate Friends	08451 232304
Samaritans	08457 909090
MIND (National Association for Mental Health)	08457 660163
Miscellaneous Basingstoke Community Legal Advice	0845 3454345
NHS Direct	0845 4647
Police	0845 045 4545
Alcoholics Anonymous.	08457 697555
Al-Anon (relatives)	020 7403 0888
Relate	0845 1304010
Free Prescription Claims - Adviceline....	0800 91 77 711
Macmillan Cancer Line (Monday to Friday / 9.00am to 6.00pm)	020 8568 2022