Practice info

Complaints Procedure

• The practice follows Aneurin Bevan Health Board’s ‘Putting Things Right’ procedures by investigating complaints in-house in the first instance.
• Following receipt of you a concern, we will:
  * Write to you confirming our understanding of your concerns, and outlining the plan of how we will investigate them;
  * Investigate your concerns appropriately;
  * Send you a full written response to your concerns, outlining ways in which we can rectify them where appropriate;
  * We will also let you know where you can take your concerns once we have responded, if you remain unhappy.

• Complaints should ideally be made in writing addressed to the Practice Manager, either by post or by email. We can also take complaints verbally over the telephone if you would prefer.
• To download a copy of our Practice Complaints Policy please click here.
•  Aneurin Bevan Community Health Council are able to offer independent advice and support if you require any assistance with making your complaint.

A carer is anyone, including children and adults who looks after a family member, partner or friend who needs help because of their illness, frailty, disability, a mental health problem or an addiction and cannot cope without their support. 

Below is a list of resources for carers including organisations, support and advice available:

NHS 111 Wales – Advice on rights as a carer and how to access help.

Carers Wales – Expert help and advice including a dedicated helpline for carers, covering all aspects of caring.

Carers UK – Upfront – Simple tool from Carers UK for carers who are new to the maze of benefits and entitlements.

Newport City Council – Link to NCC’s dedicated Carers page. Also see their useful Carers’ Handbook.

Gwent Parent Carer Forum – A forum for parents of children with Additional Learning Needs.

Carers Trust South East Wales – Largest charity for carers in Wales, providing practical services for unpaid carers and people with care needs across South East Wales.

Newport Carers Forum – Facebook page for carers support group in Newport.

Taking Care – Video library for Carers offering support on practical matters, understanding emotions, and how to keep your own life in balance whilst caring for someone else.

Dewis Cymru – Advice and guidance for Carers and index for local and national support agencies.

Direct.Gov – Link to apply for Carers Allowance.

Carers Trust – Young Carers – Support for young carers including activities and breaks, emotional support, and peer and community support.

NHS Young Carers – Guide to accessing help for young people and children who are carers.

All patients taking time off work due to illness will need to self-certify for the first 7 days of their illness. Many employers have their own self-certification forms, but if your employer doesn’t have its own form you can refer to GOV.UK  or download this PDF form. You do not need a doctor to fill out the self-certification form.

Fit Notes will only be provided by a GP after the 7th day of your illness. You will need to have a consultation with a GP before they can provide a Fit Note, but they are able to backdate it by a few days if this is required. You can return to work before the assigned end date of your fit note if you feel better, but you must discuss this with your employer.

Please be advised that we are currently sending Fit Notes to patients via email due to ongoing Coronavirus restrictions.

For more guidance about Fit Notes please refer to the GOV.UK website.

If you want an up to date copy of our Patient Information Leaflet, which contains the information found on this website, please ask at either Bellevue Surgery or Bettws Health Centre.

Alternatively you can download a copy here.

Both surgeries have suitable access for disabled patients. All facilities are located on the ground floor. We also have two parking spaces outside Bellevue Surgery and in the main car park that are reserved for patients displaying a blue badge.

For patients with hearing difficulties we have a hearing loop in both surgeries. You can also email the surgery at Bellevue.Enquiries@wales.nhs.uk or provide your mobile number for us to text information to you. However you must email the above address once an appointment has been booked if you require a BSL interpreter to attend your appointment.

Patients with significant hearing impairment should benefit from registering for NHS Wales App. NHS Wales App enables patients to book appointments, order repeat medication, and change their contact details. Please remember to contact us so we can arrange a BSL interpreter if this is required.

Please let us know at the reception desk if you need assistance with hearing, sight, or any other specific requirements, or by contacting us by email.

We can also arrange interpreting services for patients who do not speak English as a first language. Please let us know if you need this service when booking an appointment.

Please let us know if you require longer consultations due to your communication needs when booking an appointment.

Patients can be accompanied at their appointments by a carer or assistant.

The practice welcomes assistance dogs to the surgery. Dogs need to remain on a lead and in close contact with the owner. Dogs must display a special identifying harness and collar tag.

The NHS provides most health care free of charge; however there are a number of other services for which fees can be charged, such as medical reports for insurance companies and private medical examinations.

Please click the link for our current fees. Private Fees at Bellevue Group Practice 

You are partners in the care you receive and we ask you to accept your own responsibilities in return.

• Please treat your surgery staff with due courtesy and respect. At Bellevue Group Practice we operate a policy of zero-tolerance of patients who are violent, threatening, or abusive, whether in person, over the telephone or online. We may take action to have these patients removed from the practice list, or referred to the police if appropriate.
• If you need a home visit, if possible please telephone before 10.30am. Transportation problems are not a valid reason for a home visit.
• Only ask for emergency consultations or home visits when appropriate.
• To help keep surgeries running as smoothly as possible please arrive on time for your appointment. Let us know as soon as you can if you cannot keep an appointment.

For further information, please refer to our Patient Behaviour Policy

Please inform the practice immediately if you change your address or telephone number to enable us to keep our records up to date. You will need to fill in a change of address form, either by picking one up at reception or by downloading it here.

You can then either email the completed form to Bellevue.Enquiries@wales.nhs.uk or print it yourself and hand in to reception.

If your new address is outside our catchment area, you will need to find a new GP surgery. You can find a directory of GP surgeries within the Aneurin Bevan University Health Board here.

Both Bellevue and Bettws are located near major bus routes through Newport.

From the City Centre bus station, Bellevue can be reached on the number (X)30/35/36 (Newport Bus) (frequent services) and X15/50A (Stagecoach).

Bettws can be reached on the number 15/16 (Newport Bus)Newport Central bus station.

For more information visit Traveline Cymru

Map for Bellevue
Map for Bettws

Bellevue Surgery is located near the Royal Gwent Hospital, Newport. From the city centre take the B4237 (Cardiff Road) past the hospital (on the right hand side). At the lights turn left down Mendalgief Road. Take the second turning left onto Bellevue Terrace and the surgery is located on the left hand side.

Bettws Health Centre is located in Bettws Shopping Centre. On entering Bettws on Bettws Lane take the second exit at the roundabout onto Monnow Way. Follow this road until you reach the shopping centre. The Health Centre is located next to the library.

We offer free car parking to all our patients and visitors. Please register your car details with the reception staff on arrival.

There is a suggestion box located in the entrance lobby next to the repeat prescription request box.

We regularly have medical students from Cardiff University Medical School at the practice for training purposes. You will always be asked for your permission before a student is invited to observe your consultation.

All telephone calls are recorded for training and your protection.

Aneurin Bevan University Health Board (ABUHB) is responsible for ensuring you get all the services you need. ABUHB can be contacted via the following methods:

Post:
Aneurin Bevan University Health Board
St Cadoc’s Hospital
Lodge Road
Caerleon
Newport
NP18 3XQ

Email: abhb.enquiries@wales.nhs.uk

Telephone: 01873 732732

Partners

We have eight partners within the practice:

Together with our salaried GPs:
Dr Pamela Cribb
Dr Siobhan Wade
Dr Cheryl Anderson
Dr Mahmuda Rashid
Dr Emma Jones
Dr Kate Hale
Dr Heyam Said
Dr Ravi Kumar
Dr Bethan Edwards

Nursing Staff

Our nursing staff consists of:
Senior Practice Nurse Sr Suzanne Watts and her team:
Sr Janet Lewis
Sr Jayne Griffiths (Nurse Prescriber)
Sr Lydia Hallett
Sr Julie Bonsall
Sr Alison Williams
Sr Courtney Rich
Sr Charlise Richards
Advanced Nurse Practitioner
Sr Neeta Joshi
Advanced Mental Health Nurse Practitioner
Deborah Taylor
Treatment Room Technicians
Melanie Perrett
Kerry Weston
Siobhan Ryan
Kathryn Edwards

Pharmacists

Hayley James , Practice Pharmacist
Jodi Gillespie, Practice Pharmacist
Ayesha Ali, Practice Pharmacist
Elaine Walsh, NCN Pharmacist

Office Staff

The Office Staff are led by:
Gill Campbell, Practice Manager
James Sadler, Deputy Practice Manager
Helen Rossiter, Deputy Practice Manager
Diane Wells, Financial Manager
Alex Carsley, IT Manager

We have a team of secretarial, administration and reception staff who are based at the surgeries.

Attached Staff

We also have the following attached staff:
District Nurses
Health Visitors
Midwives
Counsellors
Job Centre Support
Occupational Therapists

Community (District) Nurses

We have a team of nurses attached to the practice who provide nursing to patients at home.
The District Nurses may be contacted on 01633 214 661.

Health Visitors

We have a team of health visitors attached to the practice who provide support to parents and also monitor the growth, well-being and development of children.
The Health Visitors may be contacted on 01633 223 473.

Community Midwives

The community midwives provide all holistic antenatal and postnatal care during pregnancy.
All patients have a named midwife and a contact telephone number.

Confidentiality

All staff at Bellevue Group Practice are duty bound to adhere to NHS confidentiality policies at all times.

When you require a further supply of your medication you can request a repeat prescription in one of the following ways:

• Via NHS Wales App
• Online form below

• Delivery by hand at marked box outside surgery – Please hand in your computerised repeat slip or handwritten request at the marked box. Ensure to write your chosen chemist on your slip, and we will send your prescription directly to them so you do not need to collect it from the surgery.
• Postal Requests – Please post your repeat slip to the Surgery and we will be happy to post them back to you, providing you enclose a stamped, addressed envelope.
• Pharmacy request –  you can phone your regular chemist and ask them to order your repeat medication on your behalf.
  

  ***Please note that we do not take requests for prescriptions over the telephone.***

Your doctor and the team of health professionals caring for you take records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records) or held on computer (electronic records). These records are then used to guide and manage the care you receive.

You may also be receiving care from an organisation outside of the NHS e.g. social services. If so we may need to share information about you so that everyone involved in your care can work together for your benefit. Whenever this is necessary your information will be handled in the strictest of confidence.