Services are provided at: Vine Surgery, Hindhayes Lane, Street, Somerset, BA16 0ET. Telephone 01458 841122
Vine Surgery Partnership comprises the following partners. Drs Vriend, Nicholls, Freeman, Naumann and Trotter. Sr Davidson and Sharon Morgan
Managing Partner : Sharon Morgan
Vine Surgery consists of dedicated and professional employees. We aim to provide medical care and treatment of consistently high quality for all patients and only provide services that meet patients’ needs and wishes. We aim to make care and treatment as comfortable as possible.
The purpose of the Vine Surgery is the management of patients who are ill or believe themselves to be ill, with conditions from which recovery is generally expected, for the duration of that condition, including relevant health promotion advice and referral as appropriate, reflecting patient choice wherever practicable. It also includes the general management of patients who are terminally ill and management of chronic disease in the manner determined by each Practice, in discussion with the patient and their relatives or carers as appropriate.
The Practice’s priority is to provide the highest standard of clinical care to patients registered with that Practice, ensuring we work collaboratively with other healthcare providers and support organisations, to enable more of our patients to be treated in a primary care setting, closer to home.
The objectives of the practice are to deliver a service of high standard in line with professional standards and:
All consultations are carried out with patients (and their families/carers if appropriate), by qualified personnel in the privacy of the consultation room. Records of all consultations and treatments are kept electronically within the patients notes.
All patients wishing to register with Vine Surgery will be asked to complete the new patient questionnaire which informs the practice of past health and present lifestyle. This enables us to better meet a patient’s medical needs until medical notes arrive from the previous surgery.
We care about providing the right treatment to patients, so treatment and procedures are only carried out after fully discussing the benefits and risks with the patient. Patients have the right to ask questions regarding their care at any time.
Patients have the right to make their own decisions regarding medical treatment and care. This practice operates a consent policy, which will be issued on request at any time for the patient to read and understand prior to proceeding with any treatment. Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment.
The privacy and dignity of patients is respected at all times. If a chaperone is required during a consultation or examination, this will clearly be recorded in the patient notes.
Vine Surgery’s regulated activities are:
The full range of services provided (including referrals) is:
Services are provided to the whole of the population and Vine Surgery does not discriminate against individuals or groups on any grounds. The Practice is committed to developing and maintaining a safe and secure environment, for its patients, staff and visitors and has a duty to take all reasonable steps to protect and support its staff.
Violent and abusive behaviour includes bullying and or harassment of any description. Violent or abusive behaviour by patients, visitors or staff is not tolerated and decisive action will be taken to protect staff, patients and visitors.
Vine Surgery is based in the historic town of Street close to the famous Clarks Village outlet centre and local bus services. There is dedicated patient parking adjacent to the practice and a Pharmacy on site. There is a very large waiting room available for patients, which provides a comfortable waiting space and a dedicated children’s waiting/play area. All our clinical rooms are downstairs to provide easy access for patients in wheelchairs or with pushchairs or prams. There is also a Patient Information Centre with internet access to health related sites.
Vine Surgery operates a smoke-free policy and the building and car park are no smoking areas.
Patients are requested not to use mobile phones within the practice building.
Vine Surgery offers a range of appointments, with over 50% being pre-bookable for routine and follow up appointments. Telephone consultations and same day appointments make up the other 50%.
All patients are registered with the Practice rather than with an individual doctor, however if a patient wishes to see a particular doctor we will do our best to accommodate that wish, but where there is limited appointment availability, it may be more appropriate to see the next available clinician.
Home visits are available for those patients who are too unwell, disabled or frail to be able to come to the surgery. Home visits for reasons of convenience or transport will be declined.
In order to protect patients and staff during the Covid crisis, the 2020-21 flu campaign will be delivered as a drive through clinic in the car park of the surgery. An outdoor ‘walk in’ clinic will also be available.
Vine Surgery values the views of its patients, staff and visitors and uses these to inform the provision of treatment and care of patients. Patients are welcome to leave feedback at any time, either in the practice, via our website or through our Patient Participation Group which always welcomes new members.
Patients are asked that, in the event if any complaint, to speak or write to Sharon Morgan, Managing Partner. A copy of the complaints process is available on request.
Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We shall acknowledge complaints within 3 working days and aim to have looked into the complaint with 10 working days of the date when it was raised. We shall then be in a position to offer an explanation or meeting as appropriate. If there are any delays in this process, we will keep the complainant informed.
When looking into a complaint we shall aim to:
If the complaint is on behalf of another person, the rules of medical confidentiality will be kept and written consent from the patient will be required.
We constantly aim to improve the service we offer, so we encourage all patients to let us know when we have done something well or if there are any suggestions as to how we can improve something.
Revised by SM 25.9.2020
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