PATIENTS GUIDE

*Please read the information on this page before registering. The Registration Forms can be found on the Register page. The forms are downloadable as a PDF file - Acrobat Reader required. This page was last updated on 15th August 2006.

For a PDF verion of the patient guide and client contract please click here

Terms & Conditions in respect of services to be provided for patients

Please forward any comments about this patient guide, to Dr Julia Piper, preferably in writing, and she will respond to you.

Private General Practice Services and the medical staff therein will provide a full range of medical services as expected of any general medical practitioner. Routine antenatal care is not normally provided but can be organised via a local Gynaecologist. Other than this, the full range of services includes consultation, examination, diagnosis and management of the physical, social, psychological and spiritual needs of individuals and families.

Provision of medical services will include the following, which is not exhaustive:

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Prevention, diagnosis and management of: Coronary heart disease, gastro-intestinal disease such as ulcers, colitis, bowel cancer and piles; cancer of all areas of the body; gynaecological problems such as difficulties with periods, management of the menopause and HRT; breathing difficulties; also chronic disease management including hypertension, diabetes and asthma. We also carry out health screening including cervical smears and advice with regard to breast screening. Executive medical screens are carried out both for individuals and for companies. Hypnotherapy is used in the treatment of many disorders but in particular depression, anxiety and phobias, also weight reduction and life management. Acupuncture is used as a treatment for many disorders. We carry out general medical diagnosis and management with the provision of private prescriptions if required.

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We also have a Doctor led Cosmetic Laser Surgery Service which treats thread veins, acne, rosacea,
moles, photo rejuvenation, hair reduction and skin blemishes.We also carry out BoTox and Restylane
injections for reduction of fine lines and wrinkles.

The list of services also includes:

• Bespoke health check to fit the individual
• General family medicine
• Cosmetic Laser Surgery
• Cervical smears and contraception
• Stress management, life/career planning, counseling
• Dietary advice and weight reduction
• Insurance and pre-employment medicals
• ECGs, HIV testing
• Heart risk assessment
• Travel and flu immunizations

• Treatment of depression
• Referral to consultants
• Blood Tests
• X-rays, ECGs, breathing tests (Spirometry)
• HGV and Taxi driver medicals
• Prescriptions
• Ear syringing
• Stopping smoking
• 24-hr blood pressure measurement
• Emergency medication and defibrillator on site

Occupational medical practice will be provided to companies, both on and off site. In the pursuit of reducing costs for occupational medical practice, a data collection agency may be used to collate information, which the medical practitioners can then interpret on behalf of both employees and companies.

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Hours
The agreement covers working hours from 9.00 a.m. to 5.00 p.m. on a daily basis with early morning, evening and weekend consultations available by mutual agreement with Dr Piper. Appointments or telephone calls between 7pm and 8am, and over week-ends, are charged at 1.5x the normal rates.

Out of hours Emergency services are not routinely supplied by Private General Practice Services but the phone messaging system is checked on a regular basis. Out of hours arrangements are supplied for personal care clients.

Under no circumstances should urgent messages be left on the answer phone.

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Consultations
Consultations generally last 30 minutes, apart from certain situations such as health screens, full medicals and psychological assessments, when a double appointment could be required.

Patients, especially those living abroad or in the country can request appointments by e-mail or fax.

Health Screening
The practice offers annual comprehensive screening to every patient both adults and children.  The health check includes a comprehensive assessment of the individual's physical and mental health with appropriate investigations, reports and follow-up.

Travel Vaccines
The practice offers a full travel vaccination and advice service.

Practice Policy
The practice does not hold special clinics for asthma, diabetes or hypertension as these issues are dealt with during routine consultations.  We have an active policy to recall all patients with a chronic condition in accordance with accepted disease surveillance protocol.

Results of Investigations
Most results are received within 24-48 hours, although some can take up to 2 weeks.  The patient will be informed by telephone if the result is abnormal.  A copy of all the test results is mailed to the patient.

Repeat Prescriptions
Patients on regular medication requiring repeat prescriptions may telephone, post, fax or e-mail a request.  Do not wait until medication has actually run out.

Amount and Method of Payment of Charges

An up-to-date schedule of fees is noted below. This is changed annually on 1 st August.

By individual request to the Doctors, costs for x-rays and individual blood tests will be given. It is a requirement of the practice that no test or procedure will be carried out unless the client has been informed of the charges that will be incurred and has given their informed consent.

Payment

Almost all of our patients now pay with credit card details of which are held by us. PLEASE COMPLETE THE ENCLOSED FORM and hand to us. Everything is payable at the time of the consultation and before leaving the premises. Companies will be invoiced separately. Payment is expected from companies within two weeks of the date of invoice release. See standard form of contract for the provision of services.

Private General Practice Services - Fees to August 1st 2007

Fees for Private Patients

Fees are payable at the time of the consultation by cash, cheque or credit card.

Insurance companies in the UK do not cover fees for visits to GPs, However tests and x-rays are usually covered.

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Charges for Treatment

Doctor's fees: £110 per half hour consultation. Hourly consultation: £215

Pro rata time related payment will be charged for shorter or longer consultations. (Out of hours calls are charged at 1.5x the hourly rate).

Please remember that Doctor's Fees also apply to telephone conversations/consultations or indeed any other form of medical contact since the work for us is the same.

Procedures command different fees. Please discuss with Dr. Piper at the time of consultation.

Please feel free to request information and a price for individual medicals or treatments.

Full details of our fees are shown below:

Private General Practice Services - Fees to August 1st 2007

Fees for Companies and Professional Firms

Fees are payable at the time of the consultation by cash, cheque or credit card. Credit terms are available by mutual agreement.

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Charges for onsite surveillance include a data collection agency being seconded on site to collect the data.

Private General Practice Services will then communicate medical information and results to the company whilst protecting the confidentiality of the employees. The cost of concluding summaries and advice to the company consequent upon the health surveillance is included in the quotation.

Other services, including employee medicals, executive health checks and return to work opinions are charged at the current hourly rate of £215.00 per hour.

A full range of occupational health services is available, and prices can be obtained on request.

Please contact the surgery for a quotation that meets your specific requirements.

Please note that Private General Practice Services reserves the right to amend prices at any time due to unforeseen circumstances.

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PRIVACY STATEMENT

Information that has been provided by you whether of a personal or financial nature will only be used by Private General Practice Services, will be held in accordance with the Data Protection Act 1998. We will only obtain personal data from you for specified and lawful purposes and any personal data which we obtain will be processed fairly and lawfully. We do not disclose personal information to third parties, except where you have given your consent or where we have a legal obligation to do so. We may from time to time send or email you information about the practice including details of new services on offer at the practice. We do not provide your details to third parties for any marketing or promotional purposes. We will take all reasonable steps to ensure that the data held is adequate, relevant and not excessive for this purpose. We take all reasonable steps to protect the confidentiality and security of your personal information and to keep our personal information accurate and, where necessary, up to date. We take all reasonable steps to retain data only for the duration of the purpose for which it was obtained. Where requested, we will delete personal information from current operational systems where it is no longer required. We may need to continue to hold some details about you after your relationship with us has ended, for example for legal and regulatory purposes.

In accordance with the terms of the Data Protection Act 1998, you are entitled to a copy of the information that we hold about you. On receipt of your request in writing and a cheque for £25 (under 25 pages) or £50 (over 25 pages) made payable to Private General Practice Services, we will release copies of such information within 40 days.

COMPLAINTS

This Practice operates a procedure for the investigation of complaints.

Making your complaint to the Practice in no way prejudices your right to complain to the Healthcare Commission, should your complaint not be resolved to your satisfaction.

Dr Julia Piper co-ordinates the complaints procedure on behalf of the Practice.

Your complaint should be submitted as soon as possible after the event giving rise to the complaint, within 28 days if possible or at least within 6 months. Dr Julia Piper will then ensure that all relevant details are recorded and arrange for the complaint to be investigated.

We aim to report back to you within 28 days. If this is not possible, the reason for the delay will be explained to you and you will be given a revised date for the completion of the investigation.

If, following the Practice's explanation, you remain dissatisfied, you have the right to complain to:

Healthcare Commission
Finsbury Tower,
103 105 Bunhill Row
London.
EC1Y 8TG.
Tel: 020 7448 9200
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Please also ask our staff for a copy of the IDF complaints procedure. This is available for complaints, which cannot be settled within the Practice.

General Medical Council Registration # 2637833. To confirm Dr Julia Piper's GMC registration you can contact The General Medical Council on 0207 9153630 or e-mail registrationhelp@gmc-uk.org

Statement of Purpose

1. The Aims & Objectives of the Establishment
To provide an alternative means for the general public to receive medical consultation, examination and diagnosis by a traditionally trained General Medical Practitioner. The service is to be provided in peaceful, practical, professional and comfortable surroundings. It will be fee paying, so that clients will be able to choose the time that they require with the Medical Practitioner. The Practice will combine the very best in general medical traditional practice with complementary care in acupuncture and hypnotherapy. It will also provide services both on and off site to companies. Company care will involve health surveillance of employees both on and off site, helping an early and appropriate return to work for employees who have been off sick, pre-employment health screening, employee and executive health checks. The Practice will run alongside NHS care and will communicate effectively and frequently with the NHS General Practitioners of clients. Clients are instructed not to de-register from their NHS GP's but to use both services as and when required. Out of hours cover is only supplied by Private General Practice Services to those patients who have registered with the Personal Care package. All other patients are required to retain registration with their NHS GP.
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2. The Name and Address of the Registered Provider
The name and address of the registered provider is Dr Julia Piper of 3 Knighton Grange Road, Stoneygate, Leicester LE2 2LF. There is no additional registered manager and therefore the registered provider is also the registered manager. She is a member of the Medical Protection Society, No. 126083

3. The Relevant Qualifications and Experience of the Registered Provider
The relevant qualifications and experience of Dr Julia Piper are as follows

• Bachelor of Medical Sciences 1978 (Nottingham)
• Bachelor of Medicine and Bachelor of Surgery 1980 (Nottingham)
• Certificate of Full Registration as a Medical Practitioner, received 1st August 1981.
• Membership of the Royal College of General Practitioners (Post Graduate Examination) 1984
• Diploma of the Faculty of Family Planning and Reproductive Healthcare of the Royal College of Obstetricians & Gynaecologists, May 1995.
• Diploma in Occupational Medicine from the Faculty of Occupational Medicine, 2001
• Certificate of Prescribed/Equivalent Experience from the Joint Committee on Post Graduate Training for General Medical Practice, August 1984.
• Certificate of Competence in the practice of medical acupuncture, received from the British Medical Acupuncture Society in July 2001.
• Diploma in Acupuncture, November 2005.

Dr Julia Piper has all the credentials required for the management of a private General Practice. She is an elected member of the Independent Doctors Forum in London, and represents the Independent Sector for the United Kingdom excluding London. She has been invited to sit on the NHS Connecting for Health National Advisory Group, and she is a GP Associate for the Prince of Wales Foundation for Integrated Health.She has been an NHS partner in three different General Practices throughout the United Kingdom and also worked with Bupa for 20 years as Physician-in-Charge of the BUPA Screening Centres in Leeds and Leicester. Her role as Regional Physician-in-Charge with Bupa Wellness involved work at national level.
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Dr Piper is a member of the General Medical Council, GMC No. 2637833 4.The Relevant Qualifications and Experience of the Staff working in the Establishment, or for the purposes of the Agency

Dr Piper is the Principal Primary Care Consultant and her qualifications are listed above.

Dr Robert Hampton works in the Practice on a part-time basis. He currently also works part-time as an NHS General Practitioner. He is heavily involved with Occupational Medicine and has helped to further develop the Practice Protocols in this area. His qualifications are as follows:

• Bachelor of Medicine
• Bachelor of Surgery
• Membership of the Royal College of General Practitioners Examination
• Diploma in Occupational Medicine
• Diploma of Royal College of Obstetrics and Gynaecology

Dr Hampton complies with all aspects of Practice governance.

There are four Nurses who work on a part time basis: Burné Huttchins is a State Registered Nurse who
helps the practice with on site Company Work; Jenny Blockley is a Registered General Nurse who also
work for Bupa Hospital in Leicester and Helen Hampton is a Registered Nurse who currently works at
the Nuffield Hospital in Leicester and who will be helping us in our developments regarding
Occupational and Cosmetic work. Nursing staff have to give evidence of full nursing training, evidence
of continued medical education, evidence of accreditation to nursing societies, for example the Royal College of Nursing, and indemnity insurance. They also have to provide evidence of their Hepatitis B
status. The Practice has excellent housekeeping support. A Sports Massage Therapist and Reflexologist are also attached to the Practice.
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Mr Michael Piper works as a Non Executive Director of the Practice. He has been in the field of Venture Capital and Private Equity for 25 years, having previously been a Director of 3i, and also started up his own Venture Capital Company. He comes to Private General Practice Services with a wealth of experience concerning the challenges of a growing business.

There are four office employees. They have been trained personally by Dr Piper and their work is
personally monitored and overseen by Dr Piper. Mary Jane Guy works as Office Manager, Medical
Secretary and Personal Assistant to Dr Piper. She has extensive medical secretarial experience in the
private sector having worked with Bupa consultants for many years. Rita Benford worked for the
University of Leicester for 30 years and works part time as Medical Secretary and Administrator. Joanne
Rhodes works as our MMR Clinic Co-ordinator, Sage accounting and clerical assistant. Lucy Caleb
works as Medical Secretary and Receptionist. Powrie Appleby prepare the Annual accounts.

Tony Andrews is employed by the University Psychology Department to manage their IT and attends on a regular basis to give IT support to the Practice. IT support is also offered by Dr Robert Hampton as this is one of his specialist areas, and by Mr Michael Piper who is a non- executive Director of the Practice.
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Locum doctors may be asked to work on a self employed basis for the purposes of the Practice. Such doctors will be required to produce evidence of their CV, full qualification and registration of societies, medical indemnity insurance, General Medical Council certificates, Hepatitis B status and references where appropriate. CRB status of all Doctors and Nurses is always required.

Industrial Diagnostics Company is currently subcontracted for on site health surveillance data collection. It has ISO 9002 accreditation. No direct communication takes place between Industrial Diagnostics and Companies that are managed by Private General Practice Services. All communication takes place through Dr Julia Piper and a sub-contractual agreement with regard to confidentiality is in place.

5. The Organisational Structure of the Establishment
This is owned and run by Dr Julia Piper, who is the main single-handed Practitioner.

The Practice hours operate routinely from 9.00 a.m. to 5.00 p.m. on a daily basis and out of hours commitments are supplied to those clients who are registered with the Personal Care package.

For those patients who are not part of the personal care package, when Dr Piper is in residence, since the Practice currently remains in her home, she regularly checks the answerphone in order to pick up any queries, which may be more urgent.
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Dr Piper currently manages the Practice and the 15 part-time and subcontracted employees report directly to her. Mr Michael Piper is a Non-Executive Director of the Practice. Mary Jane Guy works as Office Manager and is the first point of contact for office queries.

Blood tests and x-rays are usually referred to BUPA Hospital Leicester owing to the proximity of the Practice to the Hospital.

6. The kinds of treatment and any other services that are provided by Private General Practice Services

• Routine medical checks
• Private general medical services
• Relevant prescriptions and medications are either dispensed or a private prescription is issued.
• Acupuncture
• Hypnotherapy
• The treatment of depression and anxiety
• Management of diabetes, asthma, hypertension, coronary heart disease
• Immunisations, e.g. travel immunizations, childhood immunisations, and those for separate injection of measles, mumps and rubella.
• Weight loss and lifestyle management
• Health screening and early detection of cancer
• Other Complementary holistic therapies eg Sports Massage & reflexology
• Aesthetic (ie Cosmetic) Practice. Including Laser treatments, Restylane and Bo-Tox injections.

Occupational Medicine including:

• Executive & employee medicals
• On site Health Surveillance of employees
• Assessment of employees returning to work after illness
• Advise re: COSHH & other legal requirements

The range of needs which services are intended to meet

The Practice prides itself on being a whole person centred diagnostic and management service. The spiritual, social, psychological and physical aspects of each person are fully considered. Occupational medical requirements are also provided. Alternative therapies such as acupuncture and hypnotherapy are incorporated into the heart of the Practice. Aesthetic medicine is also provided.
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The Practice seeks to meet the need of people to understand and know about their own bodies. It achieves this by allowing patients time in a comfortable environment with a person who is knowledgeable and can help them in most areas of their life.

If the Practice is not able to provide the expertise required on site, it will make referrals to various health professionals in order to help the client.

7. The Facilities which are available for the benefit of patients

• Ease of access to see a doctor. Although some early morning, evening and weekend appointments are provided in order to meet the requirements of the patients, this in future will have to be restricted to urgent matters only since planning permission does restrict the use of the premises to hours within 9am to 5pm.
• A very pleasant, comfortable and clean environment is provided, which is exclusive and part of Dr Piper's home.
• There is a cloakroom, which can be used for the taking of urine specimens.
• There is a very large, comfortable hall where the patients can sit and relax whilst waiting to see the doctor.
• There are two surgeries which are based is very large, comfortable rooms. They are upstairs. Those clients who are disabled can be seen downstairs.
• Parking facilities include a large driveway accompanying Dr Piper's home and parking on the road near the property. Clients are requested NOT to park on the double yellow lines immediately outside the property.
• Equipment facilities include a large library of books and video tapes that can be borrowed by patients, the presence of equipment to aid diagnosis such as an ECG machine, blood pressure machines including 24 hour ambulatory blood pressure monitoring, computerised spirometry, body fat percentage, full urinalysis including microalbuminuria, venepuncture facilities for the full range of diagnostic blood tests, emergency provision in the form of a defibrillator, provision of oxygen, emergency medications, aspiration machinery and the full range of resuscitation equipment.
• The practice is fully computerised having nine computers which are networked with an in house server. A new Private General Practice computer system has been introduced called Prime Care and the practice is registered with PTCI for the administration of this system. This helps patients as it summarises their records and treatment and also allows more easy collation of data and follow up of abnormalities to take place.

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8. Arrangements made for consultation with patients about the operation of Private General Practice Services
The Patient Guide is forwarded to patients either by post or they can download it from the Practice website which is: www.privategp.com . Consultation with patients concerning the operation of the Practice takes place during the registration appointment, where the contract is clearly described. In particular, the contract which designates that they retain their NHS GP alongside a private GP is firmly designated. The Personal Care Package is available for those who do not have an NHS GP. A patient exit survey is utilised as feedback for further development of the Practice.

During registration, the Practice leaflet is given to each patient and this outlines the working practices of the surgery.

The Practice does not have any in-patients and therefore arrangements being made for contact between in-patients and their relatives, friends and representatives is not relevant.
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9. Arrangements for dealing with complaints
This Practice operates a procedure for the investigation of complaints. Making your complaint to the Practice in no way prejudices your right to complain to the Healthcare Commission, should your complaint not be resolved to your satisfaction.

Dr Julia Piper co-ordinates the complaints procedure on behalf of the Practice.

Your complaint should be submitted as soon as possible after the event giving rise to the complaint.

Dr Julia Piper will then ensure that all relevant details are recorded and arrange for the complaint to be investigated.

We aim to report back to you within 28 days. If this is not possible, the reason for the delay will be explained to you and you will be given a revised date for the completion of the investigation.

If, following the Practice's explanation, you remain dissatisfied, you have the right to complain to:

Healthcare Commission,
Finsbury Tower
103 105 Bunhill Row,
LONDON
EC1Y 8TG.

Tel: 020 7448 9200
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Please also ask our staff for a copy of the IDF complaints procedure. This is available for complaints which cannot be settled within the Practice

General Medical Council Registration # 2637833

To confirm Dr Julia Piper's GMC registration you can contact The General Medical Council on 0207 9153630 or e-mail registrationhelp@gmc-uk.org

10. Arrangements for respecting the privacy and dignity of patients

• The office is completely segregated away from the reception area and surgery. No telephone calls can be overheard.
• Patients are interviewed on a one-to-one basis in the surgery setting. The whole ambience is of relaxation and comfort. A small alcove is present in the main surgery setting. This houses the examination couch and this is fully screened. The windows have full blinds and complete confidentiality is retained. Great respect is given to the dignity of each patient. Gowns are provided, especially where there is a need to almost fully undress. If the patient wishes, it would be possible to have a chaperone. This aspect of care is covered in the registration appointment and also in the client contract forms. No client is ever examined without their full consent.
• For those patients who do not speak English, consent has to be obtained via a third party, who is usually a family member, and who can translate.
• All staff who work here have to sign a confidentiality agreement which bars them from discussing anything within the Practice with anyone other than Dr Julia Piper.

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