Old Catton Medical Practice PRACTICE GUIDE. Information for patients. Old Catton Medical Practice. 55 Lodge Lane, Norwich, Norfolk, NR6 7HQ

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1 Old Catton Medical Practice PRACTICE GUIDE Information for patients Version 7 15/10/2014 Old Catton Medical Practice 55 Lodge Lane, Norwich, Norfolk, NR6 7HQ ocmp@nhs.net

2 Contents Contact Practice contact details 3 Practice Boundary 3 Opening hours 4 Calling us 4 Staff Doctors 5 Practice staff 5 Community staff 5 Getting help Quick guide 6 Appointments Appointment types 7 Booking appointments 7 Cancellations 7 Patient services Confidentiality 8 How to register 8 Temporary resident 8 Change of personal details 8 Help at Appointments 8 Checking in/waiting 8 Access to services 9 Hospital transport 9 Medical certificates 9 Results of tests 9 Private work 9 Online services Online services 10 Appointments 10 Prescriptions 10 Getting started 11 Clinics Chronic diseases 11 Child immunisations 11 Travel 11 Family planning 11 Smears 11 NHS health check 12 Other clinics 12 Visiting clinicians 12 Prescriptions Ordering 12 Time required 12 Compliments/Complaints Feedback 13 Healthwatch/NHS England 13 Health service ombudsman 13 Norfolk CCG 14 Complaining for someone else 14 Responsibilities Responsibilities to patients 14 Patient responsibilities 15 Records and information Information 15 Common conditions Colds/flu 16 Sore throat 16 Diarrhoea/vomiting 16 Fever in children 16 Back pain 17 Nose bleeds 17 Head lice/worms 17 Bites/stings 17 Burns 17 Sunburn 17 OCMP Practice Guide Page 2

3 Contact Address: Old Catton Medical Practice, 55 Lodge Lane, Norwich, Norfolk, NR6 7HQ Phone: Fax: Web: Practice Boundary IMPORTANT NOTE: The Practice will be happy to register patients who live within the Practice Boundary area. OCMP Practice Guide Page 3

4 Opening hours Monday: (7.30am) 8.00am pm / 1.30pm pm Tuesday: 8.00am pm / 1.30pm pm Wednesday: (7.30am) 8.00am pm / 1.30pm pm Thursday: (7.30am) 8.00am pm / 1.30pm pm Friday: (7.30am) 8.00am pm / 1.30pm pm Saturday: Sunday: Closed Closed IMPORTANT NOTE: Please note that our Reception opens from 8.00am. Appointments can be booked by one of our doctors on the triage system from 7.30am and are especially helpful for working people. Calling us The Practice and telephone lines tend to be busiest first thing in the morning. If you have a routine call to make to the surgery please try to do so later in the morning (after 10.30am) or during the afternoon. When telephoning our Practice on you will be given a few simple choices to assist in getting your call to the right people as quickly as possible. These choices are:- Option (1) Acute line Suspected Heart attack or Stroke Option (2) Appointments To make or cancel appointments Option (3) Home visits Please ring before 10am Option (4) Prescriptions Please ring between 10am/12pm and 2pm/5pm Option (5) Test results Please ring between 2pm/5pm Keep holding Anything else Any other issue or if unsure of option to choose OCMP Practice Guide Page 4

5 Staff DOCTORS Dr Robert Keane (Partner) MB B Ch (1985 Cork) BAO MRCGP DCH Dr Keane s special interests include Rheumatology, and Diabetes. Dr Marko Anttila (Partner) Med StEx LFHom (Med) Dr Anttila s special interests include Asthma and Adolescent Medicine. Dr Anjana Rani (Partner) MB BS (1995 BhagalpuP (UK) DFFPr) JCPTG Dr Rani s special interests include Diabetes and Sexual Health PRACTICE STAFF COMMUNITY STAFF Practice Manager David Morter Patient Services Administrator Elizabeth Baxter Nurse Practitioner Clare Purdy-Moore (RGN) Stephanie Hesse (RGN) Practice Nurses Wendy MacTavish (RGN) Terry Pugh (RGN) Health Care Assistants Alison Robinson (HCA) Jill Newman (HCA) Phlebotomists Sarah Wilson (Phlebotomist) Reception Supervisor Stephanie Buisst Reception/Admin staff Sarah Wilson Diane Lewis Jill Newman Gillian Morris Jane Castle Victoria Whalley District Nurse team City 2 Midwife Heather Sutton Dietician Sejal Jacobs Physiotherapist Nicola Sloan Smoking Cessation Sarah Day Health Trainer Rob Croot OCMP Practice Guide Page 5

6 Getting help A quick guide for patients in getting medical assistance. START Is it an EMERGENCY? An emergency is when someone s life is at risk or someone is seriously injured or critically ill. (If you are unsure if it is an emergency, call 111 or our medical practice for advice) Yes EMERGENCIES! You should ONLY call 999 or go straight to A & E in an emergency No Are you under the care of a health professional e.g. a midwife, mental health worker? Have they given you a number to call for a particular condition? Yes Health Professional:- Please contact the health professional or service you have a number for. As a specialist worker they may be able to quickly provide you with the help you need. No Is our Practice open? Open Monday to Friday from 8am to 6pm (closed 12.30pm and 1.30pm for lunch) No Is the Walk-In Centre open and could they help? The Norwich NHS walk-in centre is open from 7am to 9pm and may be accessed, without charge, by anyone entitled to NHS Services. They offer many typical GP services call them if in any doubt and before making a journey. Yes Yes Contact us:- Old Catton Medical Practice 55 Lodge Lane, Old Catton, Norwich, NR6 7HQ Tel Fax ocmp@nhs.net Web Walk-in centre:- Level 4, Castle Mall shopping centre, Timber Hill, Norwich, NR1 3DD Tel Fax timberhill.reception@nhs.net Web No Call if you need medical help fast, but it s not life-threatening, for example: You think you might need to go to hospital You don t know who to call for medical help You need medical advice or reassurance about what to do next When you call 111, a trained adviser will ask you questions to find out what s wrong, give you medical advice and direct you to someone who can help you, like an out-of-hours doctor or a community nurse. If the adviser thinks your condition is more serious, they will direct you to hospital or send an ambulance. They can also provide information about which local pharmacies are open for emergency dispensing. If you don t speak English, tell the adviser what language you want to speak and they will get you an interpreter. You can call 111 any time of the day or night and the call is free, from landlines and mobiles. Remember, for none urgent health needs OCMP please Practice call Old Guide Catton Page Medical 6 Practice during opening hours.

7 Appointments TYPES OF APPOINTMENT Urgent - Emergency conditions will take precedence over other matters. Our Duty Doctor will assess the situation, arranging a same day appointment if needed. Unfortunately there is usually be no choice in the doctor who helps you. Advance booking - For non-urgent or routine matters, booking from a few days up to a month can be made, often with the doctor of your choice. Telephone advice - If you think that your problem could be resolved by talking to a doctor on the telephone, a Receptionist will take your details and ask a doctor to return your call when they are available. Home visit - These are intended only for patients who are unable, because of their medical condition, to attend the surgery. Where possible, a home visit should be requested before 10.00am on the day of the visit. The duty doctor may contact you by phone prior to the visit in order to assess the urgency of the visit Chronic disease management - Some medical conditions may require regular check-ups. Depending on need, these may be arranged with a Doctor or someone else from the Nursing team. Other Clinics - We run a number of clinics from the Practice e.g. travel clinic, sexual health clinic. For details, please see the section later in this guide. Visiting clinicians We have a number of visiting clinicians that run clinics from the Practice e.g. smoking cessation, dietician. For details of clinics we run, please see the section later in this guide. Teaching Practice From time to time medical students may visit the practice to sit in on consultation, if you do not wish for a student to be present please let your practitioner know at consultation. BOOKING AN APPOINTMENT Appointments for Doctors can be booked up to four weeks in advance and for the Nursing team, two weeks in advance. They can be booked in a several ways:- By telephone and selecting option 2. In person by coming to the Reception desk at the practice. Online by using Systm1 Online. Patients need to be set up this facility in advance. Please see later in this guide for details. CANCELLING APPOINTMENTS Demand for time with Doctors is extremely high but unfortunately a significant amount of their time is wasted every month by patients not notifying us when they will not be coming to an appointment. In 2013, 916 patients failed to turn up for their appointment! If you are unable to keep an appointment, please contact the surgery as soon as possible so that the appointment can be offered to another patient. Contact can be in person, by telephone or online If a patient fails to attend for more than one consultation in a 3-month period, it is practice policy to bring this to their attention in order to avoid it happening again. If OCMP Practice Guide Page 7

8 despite this, a patient repeatedly fails to attend without informing us, we might assume they no longer wish to remain on our list, and may ask for them to be removed. Patient Services CONFIDENTIALITY HOW TO REGISTER TEMPORY RESIDENT All information held about patients is completely confidential. There are very strict regulations in place that do not permit us to discuss anything about a patient with anyone else, without the patient s prior permission or in exceptional circumstances. The Practice is registered under the Data protection Act 1984 and protects data held on the computer system. If you are new to the area and want to register with one of our GP s at our Practice, please ask at Reception for further details. A check will be made to ensure you are living in our catchment area and appropriate documentation will be given to you and a new patient appointment will be made. If you are just visiting the area, you may make arrangements to be seen at the Practice on a temporary basis. This is for a maximum of one month. CHANGE OF PERSONAL DETAILS If any of your personal details change, please let us know as soon as possible. HELP AT APPOINTMENTS CHECK IN/WAITING Should you need any help at an appointment e.g. chaperone, an interpreter, a hearing aid loop, a low level desk, a private area or any other general assistance, please ask a Receptionist who will be pleased to arrange the support you need. Please mention to our Reception Staff when booking your appointment if you will need a chaperone. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. A minimum of 24 hours prior notification will be needed for our Reception staff to arrange an interpreter for an appointment. The surgery has an automated check-in touch screen located to the left of the reception desk. This is a simple to use system that enables the patient to check themselves into our appointments system. Should you feel uncomfortable about using such a system, you can obtain help, or book in with Reception in the traditional manner. OCMP Practice Guide Page 8

9 ACCESS TO SERVICES HOSPITAL TRANSPORT The building is non-smoking and we also request that patients do not eat or drink whilst waiting for their appointments. Please respect others with regard to the use of your mobile phone. The Practice does its upmost to be easily accessible to all patients For disabled and wheelchair-bound patients there are designated parking spaces in the car park, a ramp at the surgery entrance and also inside to aid wheelchair access. Toilet facilities for the disabled are available in the main waiting area. A wheelchair is available for those with difficulty in walking. A low level desk and portable hearing loop are also available. A private room will be made available for anyone wanting to discuss things in private, for breastfeeding or for nappy changing. Prams may be left in the main waiting area at your own risk. A metal wall bar is available for securing bicycles. All dogs, with the exception of assistance dogs, should be left outside the building where there are places to secure a leash. Transport to and from hospital can be arranged in some circumstances by your outpatient clinic, or ward. Please give them as much notice as possible. MEDICAL CERTIFICATES RESULTS OF TESTS PRIVATE WORK By law, you are allowed up to 7 days off work sick without providing a doctor s sick certificate. You may need to self-certify using form SC2 which is available from your employer. If you are advised you need more time than 7 days off work, the doctor will issue a MED3. You do not need a doctor s statement to return to work, even if you do so before the expiration date on your certificate. If you require a certificate up to the first 7 days (some employers do ask their staff for these, even though they are not obligatory), there will be a charge. For confidentiality reasons, these will normally only be given to patients personally. Please telephone Option 5, or call in to the surgery between pm. Private Work is any work undertaken by the Doctor/Practice that is not included in the GMS contract or reimbursed by the NHS. Although we are not obliged to do private work, we will try to be as helpful as possible. OCMP Practice Guide Page 9

10 Private work typically includes (but is not limited to) private sick notes, doctors letters, power of attorney consultations, various medical examinations, holiday cancellation forms, life assurance reports, pre-university or pre-employment forms and accident claim reports. An individual fee quotation and timescale for completion can be provided by our Patient Services Team and once we have a patient s agreement we will undertake the work. All reports and letters can be paid for on collection. All reports or forms which require a medical examination or GP consultation must be paid for in advance. Sorry, we can only accept cash or cheques we do not accept cards. Online services ONLINE SERVICES APPOINTMENTS PRESCRIPTIONS In association with our clinical software provider (SystmOnline) we have the facility for patients to manage their appointments and medication online, 24 hours a day, 365 days per year. The SystmOnline service has been fully developed, tested and accredited by the NHS government body. All personal information used by SystmOnline is secure and protected. SystmOnline is now available as an app to Apple and Android users. Our practice is planning to offer patients the facility to view areas of their records online. The areas patients will be able to access will include a summary of information relating to medications, allergies and adverse reactions. As well as viewing this information, there will be the facility to download and print it. This will hopefully be available by 31 st March 2015, subject to the availability of this service on our clinical system. Once the system is up and running, if patients so require online access to other areas of their record they will need to speak with the practice to facilitate this. Patients can use this facility to: book up to two routine future appointments check the time of an appointment cancel an appointment view dates of up to five previous appointments Use this facility to: view a list of your current medication order your repeat prescription OCMP Practice Guide Page 10

11 GETTING STARTED Before you can use the on-line service you must visit the Practice in person to obtain a login from our Receptionist. Our Receptionist will give you a username and a temporary password. You can change the password whenever you login. For more details about Online Services and getting started, please contact us or ask for a guide from our Reception Clinics CHRONIC DISEASE MANAGEMENT For those with Heart/Stroke, Diabetes and Asthma conditions, we encourage patients to be actively involved in their own care and to regularly attend the clinics held at the Practice. CHILD IMMUNISATIONS You will be notified when your baby or child is due for their vaccinations. Child immunisation clinics are held regularly. TRAVEL VACCINATIONS FAMILY PLANNING SMEAR TESTS Patients who are planning to travel overseas, whether on business or pleasure should contact the Practice as soon as possible before travelling. There is a charge for some travel vaccinations and prescriptions that are not covered by the NHS. We do not give immunisations for occupational health reasons. The doctors and nurses will discuss and recommend a choice of contraception. For routine pill checks, please make an appointment with one of our Practice Nurses. (You do not need a doctor s appointment unless you are a new patient). It is recommended that all women from the age of 25 to 64 should have a regular smear taken. You will be contacted for this please make an appointment with the Practice Nurse when prompted to do so. OCMP Practice Guide Page 11

12 NHS HEALTH CHECKS Free NHS Health Checks are available to those over the age of 45. Please book appointments with Reception. OTHER CLINICS VISITING CLINICIANS Baby clinic Chronic Obstructive Pulmonary Disease Contraception Coronary Heart Disease Prevention Flu/Pneumonia vaccinations Heart and Stroke Clinic Hypertension Medical Examinations Mental Health Minor Surgery, including Cryotherapy Sexual Health clinic Smoking Cessation Ante-natal Care Dietician Mental Health Prescriptions ORDERING REPEAT PRESCRIPTIONS TIME NEEDED We are unable to accept requests for repeat prescriptions by telephone - they must be made in writing. You can order a repeat prescription by writing to us, using the request form issued with your last prescription or by completing an online form. You can use SystemOne Online service, if you have access. Please place your request form or letter in the box provided at Reception or send it to us by post. We recommend that you place an order when you have one week s supply of medication left. Please allow at least 2 working days' before collecting your prescription. We cannot issue emergency or same day prescriptions for patients - should you run out, your pharmacist may give you a small supply until your prescription is ready. To check if a prescription is ready for collection please call on Option (4). OCMP Practice Guide Page 12

13 COLLECTION: Due to the huge number of prescriptions we process, very occasionally a mistake may be made. Before leaving the Practice please carefully check your personal details and that the prescription is for the expected medication/dosage, if known. Unfortunately, once a prescription has been paid for and issued, neither this Practice nor a Pharmacist is able to provide a refund. Compliments and Complaints FEEDBACK We endeavour to give you the best possible service at all times. There may be occasions when you feel you wish to express appreciation or dissatisfaction. We have a procedure for dealing with comments, suggestions or complaints about the service we provide with quick feedback forms available at Reception and in the Waiting Room. For administration related complaints e.g. appointments, reception issues, prescriptions and results, please contact Stephanie Buisst our Reception Supervisor. She will be able to quickly solve most problems for you. If you have a clinical complaint or concerns about the medical treatment you ve received please contact Stacey Cairns our Patient Services Manager. She will be able to respond to both verbal and written complaints. If you are unhappy with the outcome, or if you are unsure who to complain to, please contact David Morter our Practice Manager. NHS ENGLAND, POhWER and HEALTHWATCH If you are unhappy about the Practice outcome, patient queries and complaints should be addressed to the Customer Contact at NHS England, PO Box 16738, Redditch, B97 9PT or england.contactus@nhs.net or They will get the local Area Team s input in trying to resolve problems. The NHS Complaints Advocacy Service gives independent advice and support during a complaint investigation and they can be contacted at POhWER, PO Box 14043, Birmingham, B6 9BL or or pohwer@powher.net. Norfolk Healthwatch helps patients get assistance and direction to local services. Christine Macdonald from Norfolk Healthwatch can be contacted on or christine.macdonald@healthwatchnorfolk.co.uk. HEALTH SERVICE OMBUDSMAN As a last resort there is the Parliamentary and Health Service Ombudsman who investigate complaints that individuals have been treated unfairly or have received poor service from the NHS in England. Their phone number is or Textphone (Minicom) OCMP Practice Guide Page 13

14 NORFOLK CCG To make a complaint, contact the Complaints Manager for NHS North Norfolk CCG at the following address: NHS Anglia Commissioning Support Unit Lakeside 400 Old Chapel Way Broadland Business Park Thorpe St Andrew Telephone: Norwich -angliacsu.customerservices@nhs.net NR7 0WG COMPLAINING FOR SOMEONE ELSE Please note that we keep strictly within 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 signed buy the person concerned will be needed, unless they are incapable (because of illness) of providing this. Responsibilities RESPONSIBILITIES TO PATIENTS Patients should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run. Before Patients are given any examination, care, treatment or support, they should be asked if they agree to it. Patients should get safe and appropriate care that meets their needs and supports their rights. Patients should get safe and coordinated care when they move between different services. Patients should be protected from abuse and staff should respect their human rights. Patients should be cared for in a clean environment and protected from the risk of infection. Patients should be given the medicines they need when they need them, and in a safe way. Patients should be cared for in safe and accessible surroundings that support their health and welfare Patients should be safe from harm from unsafe or unsuitable equipment. Patients should be cared for by staff who are properly qualified and able to do their job. There should be enough members of staff to keep people safe and meet their health and welfare needs. Staff should be properly trained and supervised, and have the chance to develop and improve their skills. OCMP Practice Guide Page 14

15 The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care. People should have their complaints listened to and acted on properly. People s personal records, including medical records, should be accurate and kept safe and confidential. PATIENT RESPONSIBILITIES If you are between years old and have not seen a GP in the last three years please book a health check with the practice. If you are over 75 years old and have not been seen by a GP for the last 12 months please book a health check with the practice. Patients are expected to act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others. Patients are expected to treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted. We operate a Zero Tolerance policy which may lead to a possible removal from our patient list. If you are violent or abusive, you will be warned to stop this behaviour. If you persist, we may exercise our right to take action to have you removed, immediately if necessary, from our list of patients and asked to register at another surgery. Records and information INFORMATION We collect information about you to help in the provision of your health care and treatment. The information is stored on computerised systems and also on paper records, to ensure that appropriate care is given and that continuity of care is maintained when you return for treatment, or see a different health professional. It is anticipated that data will be extracted from patient files through Care.Data. The Care.Data programme would take a monthly dataset from practices covering patient demographics, events, referrals and prescriptions. If you do not wish for data to be extracted from your file please let reception know. Your information is also used: To try to improve the health of the general public To help in the management of the NHS and in planning for future services To ensure that staff receive suitable training and education To prepare statistics on NHS performance and activity To investigate complaints or legal claims To support clinical audit In research approved by the local Research Ethics Committee If anything to do with the research would involve you personally, you will be asked if you wish to take part and any identifiable results will not be published without your agreement. This type of information will, in most instances, have identifiable details removed. OCMP Practice Guide Page 15

16 Information about you is collected from what you or carers tell us; examinations, observations and tests carried out by staff; other health care providers and agencies involved in your care. Everyone working for the NHS has a legal duty to keep information about you confidential. The Practice is a data controller under the Data Protection Act We hold information for the purposes specified in our notification made to the Data Protection Commissioner, who ensures that information is kept legally and fairly. Where other people as well as NHS staff are involved in your care, information about you may need to be shared with them. In some instances the law requires us to pass on information. All persons receiving information from us will also have a legal responsibility to keep your information confidential. Any information passed on will be strictly limit limited to what needs to be disclosed to protect the patient s best interests. Common Conditions Helpful Advice General advice may be obtained from the NHS Direct website ( or from your local Pharmacist. COLDS AND FLU SORE THROATS These usually start with a runny nose, temperature, aches and pains. Antibiotics will not help as these illnesses are caused by viruses. Keep warm, rest and take plenty of fluids. Paracetamol taken every six hours will relieve the worst of the symptoms. Again, these are mainly caused by viruses. Unless the patient is really unwell or has spots at the back of the throat, antibiotics are unlikely to help. Keep drinking fluids and take Aspirin (if over 16 years only) or Paracetamol every six hours. DIARRHOEA AND VOMITING FEVER IN CHILDREN These illnesses are usually self-limiting. Do not take anything by mouth until the vomiting stops. Avoid food for at least 24 hours or until the symptoms ease. Drink plenty of water or electrolyte solutions (e.g. Dioralyte or Electrolade, available from your chemist). It may be advisable to avoid milk and dairy produce for 2-3 days. For small children and babies, you may need to telephone for advice if the symptoms persist. These are mostly caused by viruses, especially in toddlers. Keep the child cool; give regular Paracetamol syrup, (e.g. Calpol) according to the dosage instructions on the bottle. Calpol can be purchased from a chemist. Children often lose their appetite so OCMP Practice Guide Page 16

17 do not worry about meals if they are not interested. Consult the Doctor if the child seems particularly unwell, or is not improving by 48 hours. BACK PAIN NOSE BLEADS The best answer is prevention learn to sit, bend and lift correctly and keep generally fit. If you do have pain, regular analgesics, e.g. Paracetamol or Ibuprofen will help. Consult the Doctor if the pain is severe, fails to ease or causes problems with numbness in the legs or bowel and bladder disturbances. Sit in a chair, bend forward slightly and squeeze the nose firmly below the bone for 10 minutes. Avoid the temptation to blow the nose or sneeze for 24 hours. If the symptoms recur, consult the Doctor. HEADLICE AND WORMS Both of these problems are easily dealt with by treatment available from the chemist. INSECT BITES AND STINGS BURNS SUNBURN Wasps- Apply vinegar to neutralise the sting as soon as possible. Bees - Scrape away the sting and apply a little bicarbonate of soda. Generally - Use an antihistamine cream or tablets when necessary and particularly when travelling abroad to soothe the irritation and soreness Immediately apply cold water to the affected area and apply a clean dressing. For severe or widespread burns, consult the Doctor or Practice Nurse as soon as possible. Avoid exposure to strong sun and use a good sun cream with a good protection factor, especially for children. Otherwise treat as burns and drink plenty of fluid. Keep all Tablets and Medicine well out of the reach of children OCMP Practice Guide Page 17