Our aims and objectives.
We at The Lattimore & Village Surgery promise to listen, to respond and treat our patients equally and with respect by providing an accessible professional service. We aim to offer a wide range of appropriate services for all sections of the population providing high quality medical care under GMS contract, respecting the individual needs of our registered patients.
Treatments and services offered.
Asthma monitoring, blood pressure monitoring, Carer’s support, cervical screening, child health immunisations, Chronic Lung Disease (COPD) management including spirometer, counselling, diabetes monitoring, family planning, maternity services, physiotherapy services, smoking cessation, travel clinics.
The registered activities and service types have been agreed by the Lattimore/Village Surgery’s registered manager, the partners and the practice manager in accordance with CQC guidance.
Arrangements made for consultation with patients.
The surgery is open Monday to Friday between 8am and 6.30pm on Mondays we have a nurse clinic until 8.30pm, Wednesday to Friday we offer telephone consultations between 7.30am and 8am for patients unable to attend during normal open hours. Phone lines close weekdays at 6.30pm.
A range of appointments times are available with all members of the clinical team earliest appointments from 8.30am weekdays. Since 2018 we have been running a telephone triage system, Monday to Friday, which enables patient to speak to a GP quickly. We are not open bank holidays or weekends.
Appointments can be booked over the telephone, via the internet (provided registered) or in person at the surgery. When we are closed between 6.30pm and 8am the phones are automatically transferred to Herts Urgent Care (HUC) who provides medical advice and support during these hours.
We have a virtual patient participation group (VPPG) who are contacted (by email) on an occasional basis for feedback on specific services. They are supported by a steering group (PPG) who meet 4 times a year. If you would like to take part in either group please ask at reception.
Arrangements for dealing with complaints
All complaints should be made to the Practice Manager; we have a protocol for managing complaints when immediate satisfactory resolution is not achieved.
Arrangements for respecting the privacy and dignity of patients.
We adhere to the standards of the Data Protection Act regarding confidential data and offer a chaperone service to patients. Some of our staff has been trained to act as chaperones. Where possible please request this service in advance as we cannot guarantee availability of a chaperone.
Our practice ethos is to strive towards a partnership between patients and health professionals based on the following key facets.
We endeavour to treat all our patients with dignity, respect and honesty. Everyone is committed to deliver an excellent service. We ask all patients to highlight any discrepancies to offer the same commitment in return.
We treat patients and illnesses. This means that we are equally interested in the physical and psychological and social aspect of your individual care.
Continuity of Care.
Building and maintaining a strong relationship between doctors, health professionals, and patients is essential to the way we work. We have allocated all patients a named GP responsible for the overseeing of patient care, however, it is down to personal choice who you see, if you would like to see someone else we are happy to facilitate this through our appointment system.
The practice has an open list policy and accepts patients who are resident and newly resident in the defined practice area.
Lattimore & Village Surgery - February 2020