The Health Centre


Overview

The Oak Tree Health Centre was opened in 1997 to offer a comprehensive range of health care services to the people of Didcot and its surrounding area, and in particular the residents of the Ladygrove Estate. We first operated out of quite small temporary premises in Lostock Place, but in January 2002 moved to our new purpose-built Health Centre in Tyne Avenue.

We provide a happy, friendly, family-oriented service, whilst at the same time striving to be at the forefront of General Practice thinking and providing first-class healthcare.

We offer a revolutionary approach to GP appointments which provides patients with fast and convenient access to our GPs; please see the Appointments section below for full details.

The Health Centre is located in the heart of the Ladygrove Estate with easy access from all directions. We are close to the main shopping area, convenient for the local schools and other amenities, and have a dispensing chemist nearby.

Access for the disabled is provided throughout our premises; a lift is available for access to the first floor, and we have a hearing loop for use by patients with hearing aids. Disabled parking spaces are available outside the main entrance.

We all pride ourselves at Oak Tree on our friendly working atmosphere and strive to provide a welcoming environment for all of our patients.

Our Details

The Oak Tree Partnership comprising:

Dr David Corps MA BM BCh MRCGP DRCOG
Dr Justine Geddes MBChB
Dr Chloe Procter MBChB
Dr David Ellis MBChB MRCP
Dr Victoria Couchman MBBCh

Oak Tree Health Centre
Tyne Avenue, Didcot, Oxon, OX11 7GD

Tel:  01235 810 099
Fax: 01235 815 181
Website: www.oaktreehc.co.uk

We undertake our work under a General Medical Services (GMS) contract within the Oxfordshire Clinical Commissioning Group (OCCG); details of primary care services in Oxfordshire may be obtained from them by request:

Oxfordshire Clinical Commissioning Group
Jubilee House, John Smith Drive, Oxford Business Park South,
Oxford OX4 2LH

Tel:  01865 336 800
Email: oxon.gpc@nhs.net
Website: http://www.oxfordshireccg.nhs.uk/

Please view our Statement of Purpose.

GP Net Earnings Declarations

All GP Practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each Practice.

2015/16
The average pay for GPs working for six months or more in the Oak Tree Health Centre in the financial year ending 31st March 2016 was £60,434 before Tax and National Insurance; this is for 2 full time and 4 part time GPs.

Practice Boundary

With the agreement of NHS England, Oak Tree Health Centre has effective from the 20th October 2016 placed a restriction upon its Main Boundary; this has become necessary to reserve health centre capacity for future housing growth to the north east of the Ladygrove Estate. Existing patients of Oak Tree are not affected in any way by this change.

We now accept new registrations from people living within our redefined Main Boundary; this extends north of the main railway line passing through Didcot, westward to just beyond Steventon and eastward to just beyond North Moreton. The Main Boundary is coloured green in the Oak Tree Health Centre Boundaries map. New patients may register with us if they live within this Main Boundary.

Existing patients at Oak Tree who move home but remain within the Outer Boundary (coloured yellow in the map) may remain registered with us.

New patients who live within the Outer Boundary but are an immediate relative (spouse, child, or parent of child) of an existing Oak Tree patient will be able to register with us.

It is at the discretion of the Health Centre as to whether we accept the registration of patients outside of these boundaries.

How to register?

To register as a patient with us you need to complete a Family doctors services registration Form GMS1, our own Patient Registration Form (adult or child version), and the Summary Care Records Form. These forms are available from Reception or may be downloaded here:

Family doctor services registration GMS1

Patient Registration Form

Patient Registration Form – Child Version

Summary Care Records Form

We will also need to see certain documentation in order to confirm your identity and residency; these will need to be provided to us at the same time as your completed forms:

We will need to see one of the following documents to confirm identity…

•    Passport
•    Current residence permit
•    ID card for foreign nationals

And one of the following documents to confirm residency…

•    Rental or Housing Agreement
•    Utility bill (not a mobile telephone bill) to be dated within the last 6 months
•    Bank statement to be dated within the last 6 months
•    Official tax document
•    Photocard Driving license and associated paper counterpart
•    Work permit

If you have just taken up residency in the UK you may also be asked to provide further information to support your application.

We request that you only attend the Health Centre with your forms and documentation between 10:00 and 18:00, Tuesday to Friday; this avoids the busiest times in the Reception area.

All registrations are with the Oak Tree Health Centre although you will be allocated a named, accountable “Usual GP”. You will however, out of necessity, see a range of our GPs over time. Should you so wish you are entitled to request a specific Usual GP of your choice; please make any such request in writing to the Business Manager. You may also contact us at any time to check who your named Usual GP is.

Detailed Coded Record (DCR) Access

The Detailed Coded Record gives the patient on-line access to their problems, medications, laboratory test results, documents, allergies, consultations and immunisations. The Health Centre has made this service available from 31/03/2016 and patients will need to apply for access as detailed in the following information and via the appropriate application form (Appendix A or B):

Detailed Coded Record (DCR) Access – Information for Patients

Appendix A – Consent for Patient Access to their Detailed Coded Record (DCR)

Appendix B – Consent for Proxy Access to a Detailed Coded Record (DCR)

Appendix C – Patient Information Leaflet – Detailed Coded Record (DCR)

Opening Hours

The Health Centre is open Monday to Friday between 08:30 and 18:30. We are closed Saturdays and Sundays and on Public Holidays.

If you call us between the hours of 08:00 and 08:30 on a weekday and your medical need is urgent, you will be redirected to an alternative telephone number via which you will be able to leave a message for our Duty Doctor who will then call you back.

You gain access to our services by telephoning Reception on 01235 810 099. This serves all areas of healthcare in the Health Centre e.g. nurse appointments, requests to talk to a GP, midwife appointments etc. There are also dedicated telephone numbers for the Health Visitors and the Midwives should you know for certain that your call is for them.

Although we have a contact email address for the Health Centre, which is the address used when you use the form in Contact Us, its inbox is only processed once per day. The contact form should not therefore be used for any clinical communications; always please telephone Reception.

What to do when we are closed ?

Outside of Oak Tree’s opening hours there are various sources of medical help and advice which you can access:

  • If the situation is an emergency and potentially life threatening, call 999.
  • If you need medical help quickly but it is not a 999 emergency, then call the NHS 111 service by dialling 111. This will put you in touch with Oxfordshire’s GP Out Of Hours service, which is commissioned by the Oxfordshire Clinical Commissioning Group.
  • There is a Minor Injuries Unit based at Abingdon Hospital in Marcham Road, which is open 7 days per week between 10:00 and 22:30. It can be contacted on 01865 903 476.
  • For health advice visit the NHS Choices website.

Appointments

All members of our reception staff are highly trained and will treat you professionally. A brief explanation of the nature of your problem will help them to direct you to the most appropriate person. In addition, our nurses are trained to deal with minor ailments and you will be offered a nurse appointment when appropriate.

GP Access

In 2012 Oak Tree changed the way it managed its GP appointments. We were very conscious that we could not always ensure that patients who called us requesting a GP appointment could actually talk to a GP on the day that they called. We did not consider this to be a good service to you. We believed that in the interests of patient safety one of our GPs needed to assess every request we received each and every day and to either talk to you or see you on the day that you called. So we needed to change.

We call our new approach “GP Access”. How does it work?

You call Reception on 01235 810 099; our lines are open from 08:30 to 18:30. The Receptionist will then ask you a few questions; the nature of the problem, any indication of urgency, and the telephone number on which the GP can call you back.

Our GPs endeavour to return calls to patients within 1 to 3 hours, but on days of high patient demand it may not be possible for the GP to call back within this timeframe; all calls are however prioritised by their urgency and for babies/children under the age of five years. The GP will discuss the problem with you and decide what is needed next. You may need advice that the GP can provide there and then, you may need a prescription which the GP can prepare for your collection later, or you may need to come in and see the GP. The GP will make the appointment for you if you do need to be seen; usually this is the same day, but you can ask for a later day if it is more convenient for you.

This system has improved the service we can offer in the following ways:

•    It reduces the waiting time for you to talk to or see a GP
•    It reduces your frustration at not being able to talk to the GP on the day which you want to
•    It avoids wasting your time in coming to the Health Centre when you may not need to
•    It increases your safety by ensuring that you can talk to a GP on the same day as you call us

We are certain that you will appreciate the increased flexibility you have with this approach. There is more information available in our FAQ: GP Access FAQ

Home Visits

Home visits are only available to housebound patients or for those patients who find themselves severely unwell and unable to travel. If you are requesting a home visit then you will need to speak to one of our GPs first via telephone.

Missed Appointments

There is always high patient demand for the services of all our clinicians – GPs, nurses, health care assistants etc. We do ask therefore that if you are unable to attend the Health Centre for a scheduled appointment that you do let us know as soon as you can; it allows us to offer this valuable space to another patient.

Patients’ rights and responsibilities

Access to Records

You have a right to view and / or obtain copies of your medical record; for copies a fee will be charged to cover administration and printing / photocopying costs. Requests should be made in writing to the Health Centre’s Business Manager.

Confidentiality

The Health Centre staff and regulated third parties have access to patient records, but said access is strictly governed by clinical governance and confidentiality guidelines.

  • Patient information may be used by the Health Centre to help us identify specific patients who may be at risk of certain events (e.g. admission to hospital, or developing a disease) and in order for us to try to prevent such events where possible
  • Patient information in anonymised form (where it is not possible to identify any individual patient) may be used by the Health Centre to help us plan services for our patients and for the wider health community.

You may view or download our Confidentiality Protocol here: Confidentiality Protocol

You may also like to read: How we use your health records

Please note that the Health Centre employs Closed Circuit Television (CCTV) throughout the premisies, both internally and externally. This system is in place to protect both your safety as patients and the safety of Oak Tree staff, guarding against criminal activity. Please be assured that images are not used for any other purpose, are retained solely within the Health Centre premises unless requested by the Police, and are captured only in public access areas i.e. there is no CCTV recording in consulting or treatment rooms.

The Health Centre has produced a simple Objection form which can be used by patients to register their objection to having their information shared;  the form can be downloaded here for completion and return to the Health Centre: Objection Form

Consent

The Health Centre staff and regulated third parties have access to patient records, but said access is strictly governed by clinical governance and confidentiality guidelines.

A clinician may ask you for your consent depending upon what procedure or treatment is being undertaken. You may view or download our Consent Protocol here : Consent Protocol

Chaperones

The Health Centre has a defined protocol for the use of chaperones in medical examinations or procedures.

The protocol is intended to protect both patients and clinicians from either abuse or allegations of abuse, and to allow patients to make an informed decision about their treatment. It is a patient’s right to have a chaperone present should they so desire.

You may view or download our Chaperone Protocol here: Chaperone Protocol

Abuse

We have documented protocols for the safeguarding of both children and vulnerable adults.

In the wider context we do not tolerate abuse in any form, including that which may occasionally be directed to a member of our staff from a patient. The relevant paragraph from our Abuse Information document reads:

“As a responsible employer Oak Tree is aware that its staff may be exposed to abuse during their working day; this may be from a colleague or a member of the public. We apply the same standards of safeguarding to our own staff as we do to our patients; abuse in any form will never be tolerated.”

Patients who engage in abusive or violent behaviour to a member of the Oak Tree staff will, depending upon its severity, be either warned formally in writing or be removed from the Health Centre’s patient list.

You may view or download our abuse overview here: Abuse Information

Appointments

We expect patients to attend their scheduled appointments – please see Missed Appointments above.

Complaints

In the unfortunate event that you wish to make a complaint about the healthcare or service you have received at Oak Tree, we have a defined procedure to follow.

We prefer to receive complaints in writing; they should be addressed to:

Business Manager, Oak Tree Health Centre, Tyne Avenue, Didcot OX11 7GD

We will aim to acknowledge receipt of a complaint within 2 working days. We will then investigate the complaint, bringing together information provided by the complainant, studying medical records and any other relevant documents, and interviewing staff involved. On completion of this process, we will provide the complainant with a response, normally within 10 working days.

On occasions it may take longer than this if we have to seek information from outside the practice. If so, we will advise the complainant accordingly.

If the complainant accepts the response from the Health Centre then that normally closes the matter. Otherwise, it may be appropriate to, for example:

•    Hold a meeting with the complainant to discuss the matter further
•    Escalate the complaint to the NHS Commissioning Board

Please note we adhere strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we will need to have their written permission for you to do so.

We welcome feedback at all times. In a continual effort to review our services, we assess our performance at regular intervals with the help of audits, questionnaires and face-to-face feedback.

Whilst it is important to hear if you are unhappy with some part of our service and your reasons why, please remember to also tell us when you feel a member of our staff has gone out of their way to help you. Thank you.

Feedback comments can be left for the Health Centre on NHS Choices. Please see our Patient Feedback page.

You may view or download our Complaints Protocol here: Complaints Protocol