Freedom Of Information -
Lakeside Healthcare at Yaxley Health Centre Publication Scheme


This Publication Scheme gives a guide to the services provided by the general practitioners and the staff of Lakeside Healthcare at Yaxley, as required by the Freedom of Information (FOI) Act 2000.

It has been adapted from the model Publication Scheme for General Practitioners, developed by the British Medical Association and the NHS Freedom of Information Project Board, 2003 and in partnership with Cambridgeshire and Peterboroug CCG and the Cambridgeshire LMC.



This Publication Scheme is a guide to the information routinely made available to the public by Dr R Withers; Dr A Graham; Dr A D Hammersley; Dr J K Bhari; Dr P Gela; Dr S Moldon; Dr J Bhatia; Dr M Gupta, Dr M Thanki, Dr S Betts-Masters.

It is a description of the information about our General Practitioners and Practice, which is available to the public.

It will be reviewed at regular intervals and we will monitor its effectiveness.

Your rights to information

  • The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run and how the decisions are made.
  • From January 1st 2005 the FOI Act will oblige General Practices to respond to requests about information that it holds. This includes information held in any format and will create a right of access to that information. These rights are subject to exemptions that will have to be taken into consideration before deciding what information can be released.
  • In addition to accessing the information identified in the Publication Scheme, you are entitled to request information about Lakeside Healthcare at Yaxley under the NHS Openness Code 1995.
  • Under the Data Protection Act 1998, you are also entitled to access your own clinical records or any other personal information held about you. For this, please contact your regular GP at the following address: -:

Lakeside Healthcare at Yaxley
The Health Centre
Landsdowne Road
Tel: 01733 240478
General Enquiry Email: secretariat.ygp@nhs.net

How much does it cost?

The publications are all free unless otherwise indicated. Where information is provided at a cost the charges will be available via Mrs. Debbie Milner, Finance & Facilities Manager.

How is the information made available?

The information within each Class is available in hard copy from:

Lakeside Healthcare at Yaxley
The Health Centre
Landsdowne Road
Tel: 01733 240478


If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the Scheme, please contact the Practice Manager.



All information at Lakeside Healthcare at Yaxley is held, retained and destroyed in accordance with NHS guidelines. Our commitment to publish information excludes any information, which can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000. Where individual Classes are subject to exemptions, the main reasons are the protection of commercial interests and the protection of confidential personal information under the Data Protection Act 1998. This applies to all Classes within the Publication Scheme. The information on this Scheme is grouped into the following 7 broad categories:


Details of the practice, organisational structures, key personnel and how we fit into the NHS

This practice is part of Greater Peterborough LCG, Cambridgeshire & Peterborough CCG & NHS England and provides medical services for patients living in the geographical area of Yaxley and the surrounding villages. Lakeside Healthcare at Yaxley supplies services in accordance with a local Personal Medical Services contract held with NHS England.

A full list of local General Practices can be found on the NHS choices website below:


The practice aims to follow National Institute for Clinical Excellence (NICE) and National Service Framework guidelines. Copies of these can also be found on the NICE website (www.nice.org.uk) or the Department of Health website (www.doh.gov.uk).

The full names of Partners at our practice are listed in the introduction to this publication scheme. The practice also employs:

  • GP Registrars
  • Emergency Care Practitioners
  • Nurse Practitioners
  • Practice Nurses
  • Phlebotomist
  • Healthcare Assistants
  • Administrative Staff

A full list of the services we provide is detailed in Class 2 Information below.

There is a national NHS Plan that explains how the NHS is changing and sets out how all the different parts function and work together. A copy is available on the Department of Health website (www.doh.gov.uk/nhsplan).

Some information will be withheld, including personal, confidential information about individuals which is protected by the Data Protection Act 1998.


The range of services we provide under contract to the NHS

This is the range of services we provide:

  • Baby Clinic
  • Blood Pressure Monitoring
  • Cervical Cytology
  • Child Health Surveillance
  • Contraceptive Services
  • Disease Management Clinics - e.g. Diabetes, Asthma, COPD
  • Health Promotions Clinics - e.g. Smoking Cessation Clinics, NHS Health Checks, CHIP
  • Immunisations
  • Maternity Medical Services
  • Minor Surgery Services
  • Phlebotomy
  • Non NHS Examinations and Private Reports and Certificates
  • Travel Vaccinations - Yellow Fever Vaccination Centre

Some services are provided in partnership with other agencies.

For any policies relating to our services, please refer to Class 6 Information.

See also our practice leaflet which is available free of charge from the Reception.

Included in our practice leaflet is information on the following:

  • Our practice address
  • Our opening and closing times
  • The arrangements we have for out of hours cover
  • Map of the catchment area
  • Practice Team information
  • Information relating to clinics and services
  • Useful telephone numbers

Members of staff conduct consultations in English. Please contact us in advance if you need translation services.


Funding details and charging policies

Lakeside Healthcare at Yaxley receives payments from the Cambridgeshire & Peterborough CCG & NHS England, according to the PMS contract in exchange for services provided to the patients.

The Practice also provides Non-NHS examinations and private reports and certificates - list of fees is in accordance with BMA recommendations and is available on request.


Regular publications and information for the public

Guidance and information leaflets

Information leaflets relating to the clinical services and health services that we provide for patients and the public, and our range of regular publications, are available at the surgery in the reception and on our website. Alternatively, please contact Mrs. Linda Smith at the Practice.

Publications are free of charge unless otherwise indicated.


Policies, procedures and contacts for complaints

This practice follows the NHS complaints procedure and follows a strict protocol when dealing with all complaints.


Our aim is to deliver the highest possible standard of care and service at all times and we try to work swiftly to resolve any problems that may occur.

If you have any concern or complaint about the service you have received from us - a doctor or any of the staff working in this Practice, please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS

How to Complain

Hopefully, most issues can be resolved quickly and easily at the time they arise with the person concerned. If this is not possible and you wish to make a complaint, please let us know as soon as possible, in order that we can accurately establish what happened.

Should you wish to document your complaint, it should be addressed to our Practice Manager, Aija Selby, or, if you prefer, you can ask for an appointment with her to talk through your concerns. She will listen to your complaint, explain the procedure for dealing with it and ensure your complaint is dealt with promptly. Alternatively you can use our on-line facility under the 'Comments and Complaints' section on our website www.yaxleygp.nhs.uk

What we will do

We will acknowledge your complaint within two working days and aim to have fully investigated your complaint within twenty working days of the date when you brought it to our attention. We will then reply in writing. On some occasions, we will propose a meeting with the people involved. When we look at your complaint we will:

  • find out what happened and what went wrong
  • make it possible for you to discuss the issues with those concerned, if you should want this
  • make sure you receive a proper apology - when appropriate
  • identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable (because of illness) of providing this.

Complaining to the Health Authority

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, East Anglia Area Team, on 0113 825 5566 or e-mail them at england.ea-cservice@nhs.net

You also have the option to contact the Health Service Ombudsman to request an independent review of your complaint. Their contact details are: The Parliamentary and Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4QP. Their helpline number is 0345 015 4033 and their e-mail address is Phso.enquiries@ombudsman.org.uk. Further information about the Ombudsman is available at www.ombudsman.org.uk. Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

Furthermore, the NHS Complaints Advocacy offer a free, confidential service for NHS service users. They can be contacted at POhWER, P.O.Box 14043, Birmingham, B6 9BL. Their telephone number is 0300 456 2370 and their e-mail address is pohwer@pohwer.net


Our policies and procedures These include (but are not restricted to) data protection, prescribing and prescription, zero tolerance and health and safety.

We have policies available on the following:

  • Complaints Procedure
  • Confidentiality Agreement
  • Data Protection
  • Health and Safety
  • Removal of patients from the practice list
  • Alcohol Policy
  • Sickness/Absence Policy
  • Disciplinary Procedure
  • Caldicote Guardian Policy
  • Equal Opportunities Policy
  • Flexible Working Policy
  • Stress at Work Policy
  • Zero Tolerance Policy
  • Grievance Procedure
  • Computer Disks Policy
  • Coffee/Tea Breaks Policy
  • External Appointments Policy
  • Harassment & Bullying Policy
  • Electrical Appliances Policy
  • Drug Misuse Policy
  • Smoking Policy
  • Mission Statement Policy
  • Security Policy
  • Personal Belongings Policy
  • Food Consumption Policy
  • Clinical Waste Policy
  • Uniform Policy
  • Staff Dress Code Policy
  • Internet Usage Policy
  • Reoccurring Short Term Sickness Policy
  • Introduction Programme for New Starter Policy

Each of the above are available in hardcopy. If you would like a copy, please contact Mrs Aija Selby, Practice Manager, who will be able to let you know if there will be a fee to pay.


This publication scheme

Cost of Information

Some information is available free of charge, but there may be a nominal charge to cover costs if you require hard copy of information.

The charges will vary according to how information is made available.




Copyright: Material available through this Publication Scheme is subject to the General Practice's copyright unless otherwise indicated. Unless expressly indicated to the contrary, it may be reproduced free of charge in any format or medium provided it is done so accurately in a manner which will not mislead. Where items are re-published or copied to others, you must identify the source and acknowledge copyright status. This permit does not extend to third party material, accessed through the scheme. For HMSO Guidance Notes see www.hmso.gov.uk/guides.htm.

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