Well Close Medical Group logo
Welcome to Well Close Medical Group
Well Close Medical Group, Well Close Square, Berwick upon Tweed, TD15 1LL
Telephone: 01289 333240
  • Welcome

    Well Close Medical Group Logo

    Lindisfarne Health Logo

    Well Close Medical Practice

    Welcome to Well Close Medical Group. We are committed to providing high quality GP services in a well-organised, modern and friendly setting. This practice aims to provide the highest quality health care available under the NHS to all its patients with a well trained and motivated primary health care team.

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  • Staff Training - Practice Closed last Thursday of each month 1pm - 4pm

    Well Close Medical Group Training Afternoon Infographic

    Practice Closed last Thursday of each month between 1pm and 4pm for staff training and clinical meetings. 

  • Welcome to our new website

    We have re-designed our website to make it easier to use and to showcase the wider services available within the Well Up North Primary Care Network.

  • Visit Us on Facebook

    Visit us on Facebook by following the link below:

    Well Close Medical Group Facebook Page

  • Lindisfarne Health

    Dear Patients and Stakeholders

    We are writing to provide you with some important information about four GP practices, which are part of the Well Up North Primary Care Network.

    Cheviot Medical Group, Glendale Surgery, Northumberland Health (which runs Widdrington and Felton Surgeries) and Well Close Medical Group have applied to NHS England to unite the partnerships running their four practices in order to more closely link their administrative and management processes.

    As a group of practices, we already work very closely together as part of Well Up North but we are proposing to formalise this relationship by creating a single partnership to oversee the four practices. Our aim is to create a more secure and stable long-term arrangement for the running of our surgeries.

    As primary care and general practices evolve in the UK it is becoming increasingly difficult for small surgeries to survive. Our proposed link-up builds on our existing arrangements and will help to ensure we can continue to provide safe and effective care to our patients, families, carers and communities.

    The pooling of administrative and management functions will help us concentrate on the care of our patients and it enables the four practices to be more resilient.

    We believe this change is in the best interests of all our patients and that together we will be in a stronger position to care for our patients and meet the needs of the communities we serve.

    Enclosed is some further information on the changes we are proposing and what the next steps are. We will continue to keep this FAQ document updated on our practices’ websites and in our practices.

    If you wish to discuss anything outlined in this letter please do not hesitate to contact the practice manager at any of the four practices involved.

    You may also want to contact Healthwatch Northumberland, the statutory independent consumer champion for patients on 03332 408 468 (local call rate) or email info@healthwatchnorthumberland.co.uk.

    Thank you for your ongoing support. 

    Yours sincerely,

    Dr Batley, Dr Warner and Dr Waite

    On behalf of the Partners of all 4 Practices involved.

    Frequently Asked Questions

    What are we proposing?

    Cheviot Medical Group, Glendale Surgery, Northumberland Health (which runs Widdrington and Felton Surgeries) and Well Close Medical Group have applied to NHS England to form a single partnership to run the practices. This will mean their administration and management will be more closely linked in future. 

    As a group of practices, we already work very closely together as part of Well Up North Primary Care Network but we are proposing to develop this relationship further by uniting our leadership.

     

    Why are the practices doing this?

    Since the NHS was created in 1948, the population has grown and people are living longer. Many people are living with long term conditions such as diabetes and heart disease or suffer with mental health issues and may need to access their local health services more often.

    To meet these needs, GP practices are working together more than ever with community, mental health, social care, pharmacy, hospital and voluntary services in their local areas in groups of practices known as primary care networks (PCNs). The four Lindisfarne Health practices are all members of Well Up North PCN along with six other practices spread across north Northumberland.

    This is a ‘behind the scenes’ process to streamline the way we work for our administrative processes. This will support us to do things more efficiently and consistently and help our practices run more smoothly.

    This means that the practices will be able to support one another more effectively and ensure that high quality, safe patient treatment and care remain the focus of your doctors.

    Our aim is to create a long-term partnership to provide safe and effective care to our patients, families, carers and communities.

     

    What will the new group of practices / the partnership be called?

    It will be called Lindisfarne Health. Lindisfarne Health will oversee the running of the four practices in future. If the separate proposal to merge the two Wooler practices is approved, this will reduce the number of practices overseen by Lindisfarne Health to three.

     

    What will this change mean for our patients?

    You will not see any change to the way that you access your services at your local practice. In particular:

    • You can still ring the same number and see the same group of clinicians that you do now.
    • You can still call or attend your practice at the same times that you already do.
    • You will still receive your services and treatment at your practice and you won’t be asked to attend anywhere else, unless this is already the way that you attend specific clinics for a particular treatment.

    This will not affect the confidentiality of your patient records with your practice. Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations. Our privacy policy is available on request from your practice.

     

    Will there be any change to the service we receive from community services such as district nurses, midwives or health visitors?

    The community teams will continue to work with our practices as usual to provide care to patients.

     

    Will I be able to access new services at the other surgeries?

    We will continue to deliver your core GP services through your current practice. We are committing to developing our services and our healthcare team, and in future may be able to offer more specialist services to patients across our practices.

     

    Will my medical records be affected?

    No.

     

    Will the other Lindisfarne Health practices have access to my medical records?

    Your medical record will remain with your existing practice. As is already the case, we will guard your confidence carefully, permitting access only to those with a strong reason linked to your care.

     

    What is the timescale envisaged for this change?

    We are hoping for it to take place on 1st July 2022.

     

    Where can I get more information about this?

    Please contact your existing practice if you have any questions or concerns.

Opening Times button

Opening Times

  • Opening Times

    Surgery opening hours:

    8:00 – 6:30pm – Monday
    8:00 – 6:30pm – Tuesday
    8:00 – 6:30pm – Wednesday
    8:00 – 8:00pm – Thursday
    8:00 – 6:30pm – Friday

    9:00 - 1:00pm - Saturday

    The hours between 6:30pm - 8:00pm Thursday and 9:00am - 1:00pm Saturdays are for pre booked appointments only and the telephone line is closed. 


    When the practice is closed, call 111
    or if it is a life-threatening emergency call 999


    Well Close Medical Group Training Afternoon Infographic

Appointments button

Appointments

  • Book an Appointment Online

    Book an online appointment here using SYSTEMONLINE.

    Online Appointments

    Telephone consulting appointments are available to book online by clicking on the link above. If you already have a username and password for our repeat prescription service you can use this to login to book an appointment otherwise please call into the surgery and ask to be supplied with a username and password.

    When you book a telephone appointment online

    You are booking a telephone appointment using an appointment list on our new telephone consulting appointment system.The GP will contact you by telephone ON THE DAY you have booked the appointment.

    We cannot guarantee what time the GP will phone you. It would be beneficial to the GP if you could provide a brief reason for your phone call request. Please provide an up to date telephone number for the doctor to contact you on.

    You can also book face to face appointments with our Nurse Practitioners.

  • Making an Appointment

    FOR ALL APPOINTMENTS CALL 01289 333240 or use the online booking system.

    Urgent appointments

    Patients with urgent problems can be seen the same day. You may be asked to speak with a health care professional to confirm it is appropriate that you have a same day appointment. Should you need to be seen urgently, this consultation will be with the available doctor and GP preference will not be possible.

    Telephone consulting

    In response to patient feedback and the growing number of patients who do not attend appointments (DNAs), the practice is changing its appointment system from 14th November 2016. We know getting to see a doctor can be difficult; this change is to make it easier for you to get help when you need it.

    1. You ring the surgery on 01289 333240

    2. To help the doctor decide who is the best person to see you and when, the receptionist will ask for a brief description of your problem. You do not have to tell us the problem if you do not want to.

    3. You will be booked onto the doctor’s telephone consulting list or given an appropriate appointment.

    4. The doctor will ring you back in order of clinical priority from the information you give the receptionist.

  • Pharmacy First

    Your local pharmacist is a great resource – they will be able to give you free health advice for the treatment of minor ailments e.g. hayfever and painkillers for those exempt from prescription charges.

    Many treatments are available over-the-counter without the need for a prescription.

Prescriptions button

Prescriptions

  • Ordering Prescriptions

    There are various ways to get your prescriptions at Well Close Medical Group

    Online repeat prescription orders

    You can order repeat prescriptions online 24 hours a day 7 days per week. 

    Order online now

    We have changed the way we take prescription orders to a more secure system. To use the new order form, you will need to call in to the surgery to obtain a username and password. Once you have done this, click on the link above to make your online order.

    Repeat prescriptions

    All repeat prescriptions are computerised and you will be given a request slip listing medications you can order without seeing a doctor. Requests can be made by ticking the items which you require. This repeat prescription slip can be handed in to the prescription desk or sent by post with a stamped addressed envelope.

    To order a prescription by phone pick option three from the menu.

    Prescription collection service

    The surgery operates a prescription collection service with all the local chemists. If you tick to identify your preferred chemist at the bottom of the repeat prescription slip the prescription will be sent directly to that chemist. You can then pick up your tablets directly from the pharmacy without having to collect the prescription at the surgery. This service is also available online.

    Emergency medication supplies

    Sometimes patients run out of medication unexpectedly and need an emergency supply.
    Click here to get more information of the services that a pharmacist can provide in these circumstances.

  • Request Prescription Online

    You can order repeat prescriptions online 24 hours a day 7 days per week. 

    Order online now

    We have changed the way we take prescription orders to a more secure system. To use the new order form, you will need to call in to the surgery to obtain a username and password. Once you have done this, click on the link above to make your online order.

Services button

Services

  • Health Clinics

    Our aim is to keep our patients fit and healthy. Prevention is far better than cure, and many serious conditions can be prevented by a healthy lifestyle. Appointments for the following Health Clinics can be made through the Reception Staff:

    • Blood Pressure
    • COPD
    • Diabetic
    • Endocrine
    • Epilepsy
    • Family Planning
    • Heart Disease Reviews
    • Heart Failure Reviews
    • Hyperlipidaemia
    • Hypertension
    • NHS Health Checks
    • Spirometry
    • Stress Management
    • Weight Problem
  • Family Planning

    CONTRACEPTIVE SERVICES

    The doctors and nurses provide advice on family planning, including oral contraception, depot (injectable) contraceptive preparations and the fitting and checking of caps and coils. Condoms are available free of charge from the practice nurse.


    MATERNITY MEDICAL SERVICES

    We provide a full range of antenatal and postnatal care.  Midwife-led maternity services are provided at the Maternity Clinic on Brucegate.

  • Child Health

    CHILD HEALTH SURVEILLANCE

    The practice provides a full child health surveillance service working alongside our local health visitors (both at Tweedmouth Clnic and Well Close Square Surgery) and school nurses.  Child health checks will be carried out as follows:

    6 – 8 weeks Health check by health visitor and doctor
    7 – 9 months Health check by health visitor
    2 years Health check by health visitor
    4 year Pre-school health check by health visitor and doctor

    CHILDHOOD IMMUNISATIONS

    All childhood immunisations are performed at Tweedmouth Clinic, Tuesday 9.00 – 11.00 except for TB which must be arranged by appointment.

    Click here to visit the NHS website for the latest information on childhood vaccinations. 

  • Cervical Smears

    These are carried out by our specially trained practice nurses. We operate a call and recall system and all our female patients between the age of 25 – 64 in England and 20 – 60 in Scotland will be sent regular follow-up appointments to attend for this investigation. You will receive written notification of your smear result, usually within 4 weeks of the test. If you have not had a smear within the last 3 years please ask for an appointment.

  • Travel Vaccinations

    Well Close Medical offer limited appointments for Travel Vaccinations. This is not a service funded by the NHS and as such our patients with requirements for long-term conditions will receive priority for any routine appointments for management of their health.

    Patients must be registered with the surgery, and can download a Foreign Travel Questionnaire form or collect one from reception, which must be completed and handed back in to the practice at least six weeks before departure. This gives our nurses time to assess and provide advice for your destination and also enables time for the order and delivery of any vaccines. The practice nurses offer a comprehensive travel health service, including advice, antimalarial prescriptions and immunizations.

    If you are travelling in less than six weeks time please ring the travel clinic in Newcastle on Claremont Road for an appointment on 03301 004272

  • Non-NHS Services

    Medical Examinations for special purposes i.e. elderly drivers, pre-employment, fitness for certain sports, HGV, taxi medicals, etc., are done outside consulting hours. These medical examinations can be arranged through the Reception Staff.

    As these medicals invariably do not come under your doctor’s terms of NHS service the recommended B.M.A. fee will be charged.

New Patients button

New Patients

  • Registering as a New Patient

    You can register with the Well Close Medical Group Practice at the practice or online.

    It would be a great help if you could bring your up to date medical card with you. If you cannot find it, do not despair, simply see our receptionist and ensure you know the following details:

    • Full name, including previous names
    • Date and place of birth
    • Last address
    • New address and post code
    • Name and address of your previous doctor
    • NHS number if known – not the same as your national insurance number!

    All new patients are required to complete a confidential questionnaire about their medical history. This will help the doctors and nurses appreciate your health needs.
    Registration forms and questionnaires are available from reception.  Once these forms have been completed you will be offered a new patient consultation with our practice nurse.

    You can collect the relevant registration form(s) GMS1 from the surgery, download a GMS1 form or complete an online registration from this page. Please complete a separate registration for each person who wishes to register.

    Please ensure that you fill in every part of the registration form or this will cause problems in retrieving your medical records.

    Complete Online Registration

    Download GMS1 form

  • Check Our Catchment Area

    Click here to see if you are in the Well Close Medical Group catchment area

    Well Close Medical Group Catchment Area Image

Patient Group button

Patient Group

  • About our Patient Participation Group

    Well Close Medical Group would like to encourage an active Patient Participation Group.  Our PPG meet regularly and is an excellent opportunity for the surgery to develop services in line with patient expectations and with your input and ideas.

    If you would like to join the group please email wellclosemedicalgroup.a84026@nhs.net or call on 01289 333240.

    Please click here to download our Patient Participation Group Constitution. 

About Us button

About Us

  • About Us

    Well Close Medical Group, Wooler Health and Northumberland Health united their partnerships to form Lindisfarne Health In order to more closely link their administrative and management processes, creating a more secure and stable long term arrangement for the running of all surgeries. 

    We believe this change is in the best interests of all our patients and that together we will be in a  stronger position to care for our patients and meet the needs of the communities we serve.


    Well Close Medical Group is a country town practice in the northernmost part of England, extending into Scotland. The practice has a list size of about 10,500 patients, but with a large influx of holidaymakers in the summer. As well as providing traditional primary care services, the doctors also run an 20-bed hospital: due to the geographical isolation of Berwick-upon-Tweed, the services delivered at Berwick Infirmary are more extensive than might be expected for a GP-run hospital.

    The surgery will close for staff training on the 1st Thursday of every month from 12:30 – 13:30

    Disabled access is available at the rear of the surgery this is also suitable for prams and buggies.

    Car parking is available in the large municipal car park, which is entered from Castlegate. There is limited parking space directly in front of the surgery.


    PRACTICE PHILOSOPHY

    Well Close Medical Group is committed to providing high quality GP services in a well-organised, modern and friendly setting.

    Mission statement

    • This practice aims to provide the highest quality health care available under the NHS to all its patients with a well trained and motivated primary health care team.
    • The practice recognises the special expertise of many of its members and uses these skills for the benefit of the patients.
    • The practice is committed to passing on its special expertise in respect of training and education of other doctors and staff, both locally and within a wider sphere of influence.
    • The practice recognises the difficulties of the geographical isolation of Berwick-upon-Tweed, and will strive to maintain or improve the appropriate local services for its patients.

    The practice values

    • Patients’ medical conditions will be managed according to the highest standards as defined by the profession.
    • Patients will be treated with courtesy and consideration by all our staff.
    • Patients will receive appropriate information about their condition and treatment.
    • The practice will endeavour to educate patients on health care matters whenever possible.
    • Partners, nurses and staff will be encouraged to pursue appropriate further training.
    • Partners will pursue the interests of patients in respect of the LMC and local or regional planning issues.
    • The practice will participate in the training of health care professionals.

    The patients’ values

    • NHS treatment should be readily available locally when this is feasible.
    • Written protocols for the management of common chronic conditions will be followed when appropriate.
    • Patients will be provided with information regarding the services available within the practice via the practice leaflet and the internet.
    • Patients with problems which are considered urgent will be seen the same day.
    • Patients will be encouraged to see their usual doctor whenever possible, recognising the problems produced by hospital commitments.

    The patients’ responsibilities

    • Patients should attend their appointments at the arranged time. Should keeping this appointment not be possible, the patient must inform the surgery as soon as possible.
    • We expect that patients will understand that appointments are for one person only. Additional appointments should be made for more than one person.
    • Patients are responsible for their own health, and the health of their children, and should co-operate with the practice in endeavouring to keep themselves healthy. We give you professional help and advice – please act on it!
    • Requests for help and advice for non-urgent matters should be made during surgery hours only.
    • Home visits should only be requested for patients who are seriously ill or housebound. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery or hospital.
    • Patients should realise that home visits are made at the doctor’s discretion.
    • Many problems can be solved by advice alone, therefore patients should not always expect a prescription.
    • We ask that patients treat the staff and doctors with courtesy and respect. Bear in mind that reception staff have a very difficult job to do, juggling with limited resources and without detailed medical knowledge. They are trying to do their best for you.

    The practice is affiliated to the National Association of Patient Participation and liaise closely with the Berwick Health & Well Being Forum.

  • Zero Tolerance Policy

    The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

    The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

    However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

    In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

    • Using bad language or swearing at practice staff
    • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
    • Verbal abuse towards the staff in any form including verbally insulting the staff
    • Racial abuse and sexual harassment will not be tolerated within this practice
    • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
    • Causing damage/stealing from the Practice’s premises, staff or patients
    • Obtaining drugs and/or medical services fraudulently

    We ask you to treat your GPs and their staff courteously at all times.

    Removal from the Practice List

    A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

    Removing other members of the Household

    In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

    Tackling violence against staff

    The NHS is committed to tackling violence against staff and professionals who work in, or provide services to, the NHS, however it occurs and in whatever form. In conjunction with the Northumberland Care Trust, the practice realises there is a possibility that staff may encounter incidents of verbal abuse, aggression, harassment, intimidation and physical assault in the course of their duties. The practice has a responsibility to minimise the risk to staff caused by the potential for violence.

    As a result of patient displaying violent or aggressive behaviour, the practice may issue the patient with a warning of possible consequences involving the police and/or have the patient removed from the practice list.

  • CQC Report

    We have been recently inspected and are pleased to have attained a rating of ‘good’ in all areas.

  • Friends and Family Test

    All GP Practices are required to undertake the NHS Friends and Family Test (FFT).

    The Friends and Family Test is a feedback tool, that helps us to improve our services.

    Would you recommend us? Tell us what you think about our service by completing our FFT.

  • Our Staff

    GPs

    Dr Stephen Doherty

    Dr Stephen Doherty – Partner

    Dr Barry Warner

    Dr Barry Warner – Partner

    Awaiting Image

    Dr Matthew Debbage – Partner

    Awaiting Image

    Dr Adelle Pears – Partner

    Dr Helen Jeffreys

    Dr Helen Jeffreys – Associate GP

    Dr Christopher Wilson

    Dr Christopher Wilson – Associate GP

    Awaiting Image

    Dr Esther Wilson – Associate GP


    Management

    • Hilary Brown – Managing Partner
    • Dawn Smith – Deputy Practice Manager

    Nurse Practitioners/Nurses/Health Care Assistants

    • Sister Jacqueline Rolfe – Nurse Practitioner
    • Sister Mandy Thompson – Nurse Manager
    • Sister Christine Douglas – Nurse
    • Sister Trudi Martin – Nurse
    • Sister Gillian Kerr – Nurse
    • Sister Naomi White – Nurse
    • Caroline Faed – Health Care Assistant
    • Jennifer Thompson – Health Care Assistant
    • Alison Mallorie-Lewis – Health Care Assistant / Trainee Nurse Associate

    Admin and Finance

    • Rachel Scott – Finance Manager
    • Pamela Black – Finance Assistant
    • Stephen Walsh – IT & Records Manager
    • Alison Gardiner – Medical Secretary
    • Shirley Filer – Records Administrator
    • Gayle Renton – Medicines Manager

    Reception

    • Alison Turnbull-Lee – Reception Supervisor
    • Cindy Watters – Patient Care Coordinator
    • Helen Rich – Patient Care Coordinator
    • Gillian Dawson – Patient Care Coordinator
    • Paige Gillespie – Patient Care Coordinator
    • Anouska Elliott – Patient Care Coordinator
    • Ana Barrera Esteban – Patient Care Coordinator
    • Tania Locke – Patient Care Coordinator
  • GP Earnings Statement

    NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below. 

    However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.

    The average earnings for GPs working in Well Close Medical Group in the last financial year ending in 2021/22 was £93,803 before taxation and National Insurance. 

    This is for 3 full time GPs, 3 part time GPs and 1 locum GP who worked in the practice for more than 6 months.

  • Data Protection and Opt Out

    We comply with General Data Protection Regulations (GDPR) to keep your medical records private and secure. 

    Click here to download our Practice GDPR Privacy Notice.


    In 2018, the national data opt-out was introduced, enabling patients to opt out from the use of their data for research or planning purposes, in line with the recommendations of the National Data Guardian in her Review of Data Security, Consent and Opt-Outs.

    Patients can view or change their national data opt-out choice at any time by using the online service at www.nhs.uk/your-nhs-data-matters or by clicking on "Your Health" in the NHS App, and selecting "Choose if data from your health records is shared for research and planning".

    More information is available from the NHS Digital website.


    How the NHS and care services use your information

    Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.

    The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

    • improving the quality and standards of care provided
    • research into the development of new treatments
    • preventing illness and diseases
    • monitoring safety
    • planning services

    This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.

    Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

    You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.

    To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:

    • See what is meant by confidential patient information
    • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
    • Find out more about the benefits of sharing data
    • Understand more about who uses the data
    • Find out how your data is protected
    • Be able to access the system to view, set or change your opt-out setting
    • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
    • See the situations where the opt-out will not apply

    You can also find out more about how patient information is used at:

    https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and

    https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)

    You can change your mind about your choice at any time.

    Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.

  • GP Training

    Well Close Medical Group re-established itself as a Training Practice in August 2009.

    Our GP trainer is Dr Barry Warner

    Well Close Medical Group has been approved by the University of Newcastle upon Tyne as a training practice and was successfully re-accredited in March 2010.

    How a Training Practice Works  

    Fully qualified hospital doctors who have decided to specialise in General Practice join us for a period of 6 months as part of their further training and will assist the current General Practitioners within the practice. We regard their special skills and expertise as valuable assets to the practice.

    As a training practice the medical records of our patients may be used for teaching and may also be examined by external assessors. All patients have the right to withhold their records if they so wish. If you do not wish your records to be used please let us know.

    You also have a right to decide if you wish to be involved in any training in the practice, e.g. have trainee GPs in attendance during your consultations, or having a video taken of your consultation that will later be used for training purposes.  If you do not wish to be involved please tell us – we don’t mind. You will, in any event, be requested to sign a form to say that you are/are not prepared to take part in any such activities at the time. All recordings are strictly confidential.

  • Medical Records

    Patients can usually see their own computer record in the consulting room as the doctor or nurse use it. Patients may also gain access to their own written and computer records. This request must be made in writing to the practice manager and an appointment time will be arranged. Formal identification (such as a passport or driving licence) may be requested before access to the records is granted. The records may not be removed from the practice premises and a member of staff will be present at all times. The practice manager or assistant practice manager will assist you with any questions you may have regarding your written and/or computer record.

    If copies or a computer printout are required, a standard charge is made for this to cover costs incurred.

    Access to medical records will not be given to anyone outwith the health care team without the express consent of the patient. Further information is available from the practice.

    You can also access your medical records online here if you have an online account.

  • Complaints Procedure

    Making a Complaint

    Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

    Please explain your concerns to the first member of our team you contact, they may be able to resolve an issue for you and ensure your concerns don’t delay any healthcare needs.

    Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

    In any event, this should be:

    Within three years of the incident, or within three years of you discovering the problem, giving as much detail as you can. This isn’t a hard a fast rule and NHS organisations would prefer to investigate any issue of concern to ensure they can offer the best quality and safest service.

    If you are a registered patient you can complain about your own care, or on behalf of someone else, although we may require consent from the patient before we can proceed.

    Easy ways to register a complaint

    All forms of contact with WCMG, as everywhere in the NHS, are subject to strict patient confidentiality.

    Our priority will always be to ensure you are receiving the best healthcare we can provide and find the best and agreed resolution to your issue at the time.

    While this may solve the immediate problem, we welcome feedback in order that we can investigate how we can improve.

    Please give as much detail as possible however you decide to contact the practice

    Post – Well Close Medical Group, Well Close Square, Berwick upon Tweed, Northumberland, TD15 1LL
    Secure E-mail – wellclosemedicalgroup.a84026@nhs.net
    Call – 01289 333240

    What we do next

    It helps us to help you if we have as much detail as possible.

    Very often our highly knowledgeable front-line team will be better placed to find a swift resolution.

    The following link explains the NHS Complaints procedure

    NHS England Complaints Procedure

    While the procedure does not give specific timescales for response, WCMG will endeavour to provide initial contact and further updates in an appropriate timescale.

    Can I get help with my issue?

    Yes, there are many charities and organisations that will help you towards a resolution to your complaint.

    NHS Northumberland funds an independent and helpful advocacy service who can help with initial advice or help patients through their situation.

    Patient Advice and Liaison Service (PALS)

    Adapt North East Website

    Carers Federation ICAS, Adapt North, Burn Lane, Hexham    NE46 3HN
    Tel: 01434600599

    Email: generaloffice@adapt-tynedale.org.uk

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