Pump Lane Surgery

13 Pump Lane, Rainham-Mark, Gillingham, ME8 7AA

Telephone: 01634 231856

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Practice Patient Charter

These are local standards set within this practice for the benefit of our patients.

Your Doctor’s Responsibilities:

To treat you with respect and courtesy at all times.
To treat you as an individual, and to discuss with you the care and treatment we can provide.
Repeat prescriptions received will normally be available for collection within two working days.
We aim for you to be seen as close to your appointment time as possible. Where a delay is likely we will do our best to keep you informed.
To give you full information on the services we offer.
To give you the most appropriate care by suitably qualified staff.
To provide you with emergency care when you need it.
To refer you to a suitable consultant when necessary.
To give you access to your health records, subject to any limitations in the law.
Complaints will be dealt with using our in-house complaints procedure, details of which are available on request.

Your Responsibilities As A Patient:

To extend the same courtesy and politeness to practice staff as you can expect to receive .
To tell us if you are unsure about the treatment we are offering you.
You are responsible for keeping an appointment or giving adequate notice that you wish to cancel so the appointment can be made available for someone else.
You should attend the surgery when possible as home visits are for the housebound or seriously ill.
To ask for a home visit, only when you are unable to attend the surgery through illness or infirmity before 12pm.
Ultimately, you are responsible for your own health and you should seek to maintain, with our help and advice, a healthy lifestyle.

The Patient Charter – June 2025

This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service. More details can be found through the links below.

https://practice365.co.uk/uploads/sites/1819/2025/06/NHS-England-You-and-your-general-practice-Patients-Charter.pdf

Update your details

Prescriptions

Online Appointment Booking

Patient Participation Group

Download Practice Leaflet

Friends & Family Test

Opening Times

Monday
08:30am to 01:00pm
03:30pm to 06:30pm
Tuesday
08:30am to 01:00pm
03:30pm to 06:30pm
Wednesday
08:30am to 01:00pm
03:30pm to 06:30pm
Thursday
08:30am to 01:00pm
03:30pm to 06:30pm
Friday
08:30am to 01:00pm
03:30pm to 06:30pm
Saturday
CLOSED
Sunday
CLOSED

Useful Links

Check your Blood Pressure Reading

Pump Lane Surgery are looking for members to join the Patient Participation group. We are committed to ensuring that patients are involved in decisions about the range and quality of services provided by our practice. We routinely ask for and act on the views of our registered patients. This includes involving our patients in decisions that lead to changes to the services we provide, either directly or in our capacity as gatekeeper to other services.

We currently have 2 members at this time

What is the Patient Participation Group?

The PPG is a group of local people who are all registered as patients of Pump Lane Surgery. As well as suggestion boxes and satisfaction surveys, a more direct method of communication is to have a PPG, and this has become the norm for most practices. There are no prescribed rules for PPGs, which are grass-roots organisations acting as a critical friend to their Practice. In turn the Practice engages with the PPG and if in agreement will act upon the Group’s suggestions for improvement.

Please note that the PPG is not a complaints forum and cannot take up single issues on your behalf.

Our Aims Are To:

Ensure patients have a voice in the organisation of their care.
Act as a forum with the Practice for the discussion of patients’ views and suggestions.
Contribute to Practice decision making and consult with the Practice on service development – with a view to continuous improvement of services and quality of care.
Provide feedback on patients’ needs, concerns and interests, which may include challenging the Practice constructively if necessary.
Ensure patient information and advice is clear and readily available.
Nurture improved communications between the Practice and patient, including assisting in the development of the Practice Newsletter, Patient Satisfaction Surveys such as the Friends & Family Test, website and other social media.
Represent Practice patients’ views on forums concerned with the local provision of healthcare services, and to liaise with other Patient Participation Groups within the area.
Assist the Practice in ensuring the reception areas are patient-friendly, and ensure patients understand the Practice facilities – booking appointments, waiting areas, toilets etc.
Advise the Practice on physical access to the surgery particularly by disabled patients.
Be available both to offer advice to the Practice in preparing for Care Quality Commission Inspections, and also to meet the CQC inspectors.
Help the Practice influence the provision of secondary health care and social care locally.
Advise on and support activities within the Practice which promote healthy lifestyle choices, including the provision of preventative medicine.

If you are interested in becoming a member helping to shape the nature of health services provided in your local community, please contact reception on 01634 231856 and leave your details or speak to the Practice Manager for more details.

PUMP LANE SURGERY

13 PUMP LANE

RAINHAM-MARK

GILLINGHAM

KENT

ME8 7AA

TELEPHONE NUMBER: (01634) 231856

A GUIDE TO OUR SERVICES

SURGERY OPENING TIMES

MON: 8.30AM – 1.00PM 3.30PM – 6.30PM

TUES: 8.30AM – 1.00PM 3.30PM – 6.30PM

WED: 8.30AM – 1.00PM 3.30PM – 6.30PM

THURS: 8.30AM – 1.00PM 3.30PM – 6.30PM

FRI: 8.30AM – 1.00PM 3.30PM – 6.30PM

WELCOME

This leaflet is for both existing patients and those considering registering with us. It tells you about our services and how to access them, along with some general information about how the surgery operates.

ABOUT OUR SURGERY

We are located near the top end of Pump Lane close to the A2 with parking at the front with wheelchair and buggy access.

Dr Ayodeji Durowoju (MBBS,MRCOphth,FRCS(Ed), DRCOG,MRCGP) runs Pump Lane Surgery as a single handed practice which makes continuity of care excellent. Our nurse Mrs Bolaji Oyediran is also available on a Tuesday and Wednesday

NEW PATIENT REGISTRATION

If you live in our practice area and would like to register with us, please complete one of our registration forms and a new patient questionnaire which are available from reception. If we have your NHS Number, we can locate your records quicker. We are currently accepting new patients within our catchment area.

All new patients are invited to make a new patient appointment with the doctor/nurse. This will give us the opportunity to meet you and obtain important information about any past and ongoing health problems.

Please let us know if you change your address/telephone number as soon as possible so that we can keep our records up to date. If you move outside the practice area, you will need to register with a new doctor. If you are in doubt, please ask us.

OUR TEAM

GP: Dr. A Durowoju MBBS, MRCOphth, FRCS(Ed), DRCOG, MRCGP

Dr Durowoju qualified at The University of Ibadan Nigeria. His postgraduate training was in the United Kingdom where he attained Fellowship of Royal College of Surgeons in Ophthalmology. He has been a General Practitioner in Kent since 2004.

Receptionists: Our receptionists are here to help you. They answer the phone, make appointments and deal with enquiries and repeat prescriptions. Their job is very demanding so please be patient.

Medical Secretary: Our medical secretary assists the Dr in referring you to hospital/clinics, maintains your paperwork by scanning consultant letters and general administration work.

Administrator/Secretary: Our Administrator/secretary assists the Medical Secretary in referring you to hospital/clinics, maintains your paperwork by scanning consultant letters and general administration work.

Practice Nurse: There is an appointment system for the nurse. Her services include blood pressure, diabetes and asthma checks, besides health checks, new patient checks, annual consultation for over 75’s, healthy lifestyle advice on diet, smoking, alcohol and stress management. She also provides cervical smears, immunisation and offers travel advice.

Practice Manager: Runs the surgery day to day, assists the Dr and Nurse in making sure the practice runs smoothly.

Enquiries and Test Results

If you are telephoning for test results, please call after 3.30pm

In the interests of confidentiality and data protection, we will only release test results to the person to whom they relate, unless and until that person has given us permission for the release or they are not capable of understanding the results.

APPOINTMENTS

For appointments or home visits, please ring 01634 231856.

Appointments can be made two weeks in advance or alternatively on the same day, if you ring at 8.30am. Patients can normally expect to see a Nurse within one week.

Please tell us if you require a chaperone or someone else to accompany you during an examination, or if you need a private room to discuss any matters.

When our doors are closed you can contact the surgery if you require urgent advice on 07368 599017 08.00am – 08.30am and 13.00pm – 15.30pm

HOME VISITS

We ask our patients to come to the practice if at all possible. At the surgery, you can be examined in an environment that is better equipped and therefore safer for you.

However, our doctor can visit you at home if your condition means you cannot come in. Please ring between 8.30am and 11am, if you need to arrange a visit.

There is also a Home Visiting Service for Medway patients by Paramedics Monday to Friday provided by MPA.

EMERGENCY AND URGENT VISITS

Contact the surgery at any time either on 01634 231856 or the mobile 07368 599017 when the main telephone lines are switched off at any time. When the surgery is closed then ring NHS 111 who can redirect you to Medocc who provide GP services to our patients in the evenings and at weekends.

PLEASE REMEMBER, YOU CAN HELP US BY:

BEING ON TIME FOR YOUR APPOINTMENT

LETTING US KNOW IF YOU NEED TO CANCEL

REPEAT PRESCRIPTIONS

If you take medication on a long-term basis, and the doctor agrees, you can obtain a repeat prescription either:

By post (please enclose a stamped addressed envelope)
By leaving the counterfoil from your last prescription at the surgery. Always use your most recent counterfoil. If you do not have this, you will need to leave a written request.
Online – we now have an online system. When you register for online access to your records, a member of staff will give you a piece of paper with log in details to register.
Through the contact us on our website pumplanesurgery@nhs.net

In the interests of patient safety, we do not accept requests for repeat prescriptions over the telephone. Prescriptions will normally be ready within two working days.

CLINICS

ANTENATAL

If you are pregnant book an appointment with your local midwife online: www.medway.nhs.uk

The midwives mostly deal with all things pregnancy related but feel free to book an appointment with the Dr regarding any pregnancy related issue. Dr will carry out a post-natal exam six weeks after your baby is born.

ASTHMA

If you have asthma or use an inhaler, you are invited to make an appointment with our practice nurse. Please bring your inhalers.

CHILD HEALTH SURVEILLANCE

Child health surveillance is carried out at eight weeks of age with Dr. Durowoju and the help of the practice nurse.

CHILDHOOD IMMUNISATIONS

All these are available at the surgery and should be booked with the nurse. Please bring the child’s red book and book for the next appointment if possible.

DIABETES

If you are diabetic, you need to have an annual review with the doctor and specialist nurse. Our nurse offers monitoring, support and advice for existing and newly diagnosed diabetics.

FAMILY PLANNING

All services are available at the surgery.

The morning after pill can be obtained from the doctor by way of prescription.

HEALTH CHECK

This is available if you have not been seen in the last three years (yearly if you are over 75 years of age). Please book an appointment with the practice nurse.

TRAVEL CLINIC

If you are planning a holiday or business trip abroad, you may need travel vaccinations, malaria tablets or travel advice. Book an appointment with the nurse at least four to eight weeks before your travel date.

SPECIALIST AND HOSPITAL CARE

If a GP or another member of our healthcare team believes you need hospital treatment or specialist care elsewhere, you will be offered an E referral with various locations to choose from.

OTHER LOCAL NHS SERVICES

YOUR LOCAL PHARMACIST

Your local pharmacist should be able to give you free health advice at any time – you don’t need an appointment. Many pharmacies operate extended hours on a rota basis. Call NHS Direct for details.

WALK IN CENTRE

If we have no appointment availability on the day you can go to a Walk-in centre the nearest Centre is based at Sittingbourne Memorial Hospital Bell Road, Sittingbourne, Kent. ME10 4DT

Tel: 01795 418300

Opening Hours 9:30am – 7:30pm

NHS 111

NHS 111 offers free expert health information and advice 24 hours a day on 111. For deaf people and those hard of hearing, a telephone service is available on 0845 606 4647. If English is not your preferred language, you can choose to use a confidential translation service.

ACCIDENT AND EMERGENCY / 999

Whatever the day or time, if you or someone else experiences severe chest pain, loss of blood or suspected broken bones, go to your nearest A&E department or call 999.

Accident and Emergency departments are open 24 hours a day, 365 days a year and can assess serious injury and provide emergency treatment.

YOUR LOCAL PRIMARY CARE TRUST (PCT)

The area served by Pump Lane Surgery is in the district covered by Medway PCT. Medway PCT is responsible for ensuring you get all the services you need. For details of all primary care services in the area, look at your ‘PCT guide to Primary Care Services’ at www.medwaypct.nhs.uk or get the information you need at www.kentandmedway.nhs.uk. The PCT also produces ‘Your Guide to Local Health Services’.

Medway PCT

50 Pembroke Court,

Chatham Maritime,

Chatham,

Kent,

ME4 4EL

Telephone (01634) 335020

Website http://www.medwaypct.nhs.uk

OTHER INFORMATION

PATIENTS WITH PARTICULAR NEEDS

Our surgery is accessible to patients using wheelchairs, and there is space in the car park for any patient’s vehicle displaying a disabled badge.

PATIENT CONFIDENTIALITY

We respect your right to privacy and keep all your health information confidential and secure. This information is used only in relation to your care and anonymised information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. It is important that the NHS keeps accurate and up-to-date records about your health and treatment, so that those treating you can give you the best care possible.

If you fall ill somewhere far from home, we have system called the National Shared Electronic Record where the Doctors local to you are able to give you the care you need based on your records. When you register with us you can opt in or out for this.

You have the right to know what information we hold about you. If you would like to see your records, please call Debbie (Medical Secretary) for a SAR on 01634 231856.

COMPLAINTS

Pump Lane Surgery aims to offer a friendly and professional service to all our patients. However, if you have concerns about any aspects our service, please let us know. Our practice based complaints manager is Ms Marie Betts. In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Medway PCT. The PCT also operates a Patient Advice and Liaison Service (PALS), which can often help resolve problems before they become formal complaints. To speak to a PALS officer, ring 01634 382771.

ZERO TOLERANCE POLICY

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take any threatening, abusive or violent behaviour against our staff or patients very seriously. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we will exercise our right to take action where necessary, to have them removed from our list of patients.

EXTENDED HOURS GP SERVICE (Bookable via GP Surgery)

Evening’s and weekends

Rainham Healthy Living Centre –

Rochester Healthy Living Centre –

Balmoral Gardens –

Lordswood Healthy Living Centre –

Pump Lane Surgery

Practice Patient Charter

Your Doctor’s Responsibilities:

Your Responsibilities As A Patient:

Opening Times

Useful Links

NHS A-Z Conditions

Live Well

Calculate your Heart Age

Check your Blood Pressure Reading

Pump Lane Surgery

Practice Patient Charter

Your Doctor’s Responsibilities:

Your Responsibilities As A Patient:

Opening Times

Useful Links

NHS A-Z Conditions

Live Well

Calculate your Heart Age

Check your Blood Pressure Reading

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