Welcome to Saxmundham Surgery. Patient Pack

Transcription

1 Welcome to Saxmundham Surgery Patient Pack Please ensure that when you visit the surgery to register, you bring with you e.g. photo ID, passport or driving license. We will also need your date of birth, new postcode and old postcodes. We will be unable to register you without these. If you know your NHS number then it is most helpful but it is not a necessity You will find details about our Practice and the services we offer. We also invite you to view our website at

2 Welcome to Saxmundham Health In this pack you will find -New Patient Information Forms -Registration Form for free text reminders -Other general medical forms -Practice information Please complete all the relevant forms. If you are a new patient we also ask for a urine sample so that we can carry out screening checks. Should you have any questions, please do not hesitate to contact our reception team on New Patient Forms Please complete the forms in this pack which have a star in the top right hand corner of the page and return them to the surgery. These are important and help us to register you and provide you with the best possible care.

3 New Patient Information Please take some time to complete this questionnaire. The transfer of your paper notes can take up to 6 weeks. Title:. DOB:. Forename: Surname:... Previous Surname:.. Home address:.... Postcode:.. Home Tel No:.. Work Tel No:.. Mobile: .. Next of kin details: Tel No: Relationship:.. Please tell us the names of other people living at your address.

4 Ethnic Origin Please tick the ethnicity which applies to you; British British/Mixed Irish Other White W&B Caribbean W&B African White & Asian Other Mixed Other Indian/British Pakistani/British Bangladeshi/British Bangladeshi Other Asian Caribbean African Other Black Chinese Not Stated Height (cm): Weight (kg): Waist (cm): What is your smoking status? Current Smoker Trying to give up Never Smoked Ex-smoker (Please state the year you gave up)... If you answered current smoker roughly how many do you smoke a day?... Would you like help giving up smoking? Yes No

5 Family History Is there a history of your father/brothers having a heart attack or angina under 55 years of age? Yes No Is there a history of your mother/sisters having a heart attack or angina under 65 years of age? Yes No If yes, could you provide some more details?. Is there a close family history of diabetes? Yes No Is there any other close family history you feel may be relevant or would like to mention?

6 One standard drink is Alcohol Screening Half pint of regular beer or cider. 1 small glass of wine 1 single measure of spirits 1 small glass of sherry 1 single measure of aperitifs The following quantities of alcohol contain more than 1 standard drink Type of Alcohol Score Pint of regular beer/lager/cider 2 Pint of premium beer/lager/cider 3 Alco-pop or can/bottle of regular lager 1.5 Can of premium lager or strong beer 2 Can of super strength lager 4 Glass of wine (175ml) 2 Bottle of wine 9 Approximately how many units of alcohol do you consume on an average week? (Please use the chart above to help you calculate this. Answer:..

7 If you are over the age of 16, please answer the questions below on your alcohol consumption and calculate your score as indicated. Questions How often do you have a drink that contains alcohol? Score Never 0 Monthly or less times per month times per week 3 4+ times per week 4 How many standard alcoholic drinks do you have on a typical day when you are drinking? Score

8 How often do you have 6 or more standard drinks on one occasion? Score Never 0 Less than monthly 1 Monthly 2 Weekly 3 Daily or almost daily 4 Scoring a total of 5+ indicates hazardous or harmful drinking. Would you like help in reducing your alcohol consumption? Yes No Signature:..Date: Exercise Do you take minutes exercise? -Less than 5 times per week? Yes No -More than 5 times per week? Yes No What exercise do you do?. Personal History Do you have any allergies? Yes No Please list them:.

9 Please list here any other medical conditions and medication you are taking (e.g. high blood pressure, heart problems, contraception etc.). Occupation. Do you care for someone who cannot manage without your help because of illness/age/disability? If yes, please give the name of the person you care for:. Does someone help to look after you? Yes No Would you like information about Suffolk Family Carers? Yes No Do you carry a donor card? Yes No Please find some information about carrying a donor card on the next page.

10 About Donation Registering to be a donor A donation is where a person donates their organs and tissues for transplant to someone else. You can help us save thousands of lives in the UK every year by signing up to become an organ donor. You can do this online at by filling in an online form or contacting Anyone can register to donate their organs and tissue when they die, regardless of their age. What is an organ donation? Organ donation is giving an organ to help someone who needs a transplant. Transplants can save or greatly enhance the lives of other people. But this relies on donors and their families agreeing to donate their organ. Consent Organs from a donor with their consent or with their family s consent after they die. You can give your consent by: -Joining the NHS Organ Donor Register -Telling a relative or close friend about your decision to donate

11 Everyone can join the NHS Organ Donor Register regardless of age, as long as they are: -Legally capable of making the decision, and live in the UK. Medical conditions Having a medical condition does not always prevent you from becoming an organ donor. At death, a qualified doctor responsible for your care will decide whether some or all organs are suitable for transplant. But, there are a few conditions that will exclude you from donating organs. You cannot become an organ donor if you have: -HIV, (in some circumstances people with HIV can donate to another person who already has HIV), or -Creutzfeldt-Jakob Disease (CJD) -Cancer that has spread in the last 12 months Organ donor card An organ donor card is a great way to show you re committed to saving lives. You can carry your card in your purse or wallet as a symbol of your decision to help others. Once you have registered, you will However; you don t need to carry an organ donor card for your organs to be donated. Medical staff will always consult the NHS Organ Donor Register if your organs could be used to help others when you die.

12 Online Access Patient online access is a way of being able to book your appointments online, request repeat prescriptions and access parts of your medical record. To do this, you will need to sign the form on the next page and return this to Reception. You must bring photographic ID with you when returning the completed form. Thank you

13 Before you apply for online access to your record, there are some things to consider. Although the chances of any of these things happening are very small, you will be asked that you have read and understand the following before you are given login details. Things to consider: Forgotten History: There may be something you have forgotten about in your record that you might find upsetting. Abnormal results or bad news: If your GP has given you access to test results or letters, you may see something that you find upsetting to you. This may occur before you have spoken to your doctor or whi8le the surgery is closed and you cannot contact them. Choosing to chare your information with someone: It s up to you whether or not you share you information with others-perhaps family members or carers. It s your choice, but also your responsibility to keep the information safe and secure.

14 Coercion: If you think you may be pressured into revealing details from your patient record to someone else against you r will, it is best that you do not register for access at this time. Misunderstood information: Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information within your medical record may be highly technical, written by specialists and not easily understood. If you require further clarification, please contact the surgery for a clearer explanation. Information about someone else: If you spot something in the record that is not about you or notice any other errors, please log out of the system immediately and contact the Practice as soon as possible. More information For more information about keeping your healthcare records safe and secure, you will find a helpful leaflet produced by the NHS in conjunction with the British Computer Society.

15 Patient Online: Registration Form for Access to GP online services Surname First Name Date of birth Address Postcode Address Telephone number I wish to have access to the following online services (tick all that apply): 1. Booking appointments 2. Requesting repeat prescriptions 3. Accessing coded information in my medical record (since 1/4/15) Non- dispensing patients: If you usually take your prescription to a local pharmacythis can now be automated using a service called EPS (Electronic Prescription Service). You will need to contact the pharmacy direct yourself.

16 1. I will contact my pharmacy to be my Primary Nomination for EPS. The pharmacy I will approach is: Name of Pharmacy. Please note that you will need to allow five working days for the request to be processed OR 2. I wish to collect my prescription from the Surgery Application for online access to my medical record I wish to access my medical record online and understand and agree with each statement (please tick) Please ensure you bring your photo ID for our Reception team to accept this application. 1. I have read and understood the information leaflet provided by the practice. 2. I will be responsible for the security of the information that I see or download. 3. If I choose to share my information with anyone else, this is at my own risk. 4. I will contact the Practice as soon as possible if I suspect that my account has been accessed by someone without my agreement. 5. If I see information in my record that is not about me, or is inaccurate I will log out immediately and contact the Practice as soon as possible. Signature Date

17 For Practice use only Identity verified through (tick all that apply) Name of person authorised (if applicable) Date account created Date passphrase sent -Vouching -Vouching with information in record -Photo ID -Proof of residence Name of verifier Date Date

18 Text Reminders Register now for FREE text reminders. Step 1. Please fill in you details below Full Name: D.O.B:... Mobile: Home Telephone:. Signature:. Step 2. Hand this form into Reception Step 3. A day or so before your appointment you will receive your free appointment reminder Details provided will be used solely for general contact purposes and will not be passed onto third parties. Please do not forget to inform us when your details change.

19 Patient Information Leaflet Contents Surgery Info + Leaflet New Patients Appointments Medication Out of Area Referrals Local Catchment Area

20 Welcome to Saxmundham Health Saxmundham surgery was first established in The Beeches in The surgery moved to its present, single storey, privately owned premises in We have 9 doctors, 5 GP partners and 4 salaried GPs. The Practice currently has over 9000 patients registered. We are open from 8.00am pm every weekday and have a full time Dispensary. We are a paper light practice which means that although we hold your paper medical records, we rarely use them now. All of your information is stored on our computer system and we employ medical summarisers to transfer paper notes onto the computer when a new patient joins the surgery. This means that a GP can see a patient s medical history much more easily when treating them. The Practice has approximately 35 staff consisting of Practice nurses, a Nurse Practitioner, HCAs, Dispensary staff, Reception staff, Practice Managers and Administration staff. All staff within the surgery work together to make sure patients receive the best care possible.

21 Surgery Information Please Note: There is wheelchair access with automatic doors at this surgery and a dedicated car park. Contact us For anything urgent, appointments or queries requiring clinical input, please telephone our Reception team We offer an online consultation service for non-urgent matters and queries for over 16s only. You may also raise a medication query using this service which is called E- consult. Please see our website for this However please note that this service is not for requesting repeat medication. This can be done by ing Dispensary on dispensary.saxmundhamhealth@nhs.net There is also a contact form available via our website as above. CCTV Closed circuit television CCTV is installed at the Practice and images from the cameras are recorded.

22 The use of CCTV falls within the scope of the data protection act 1998 ( the1998 act ). Further information regarding our CCTV policy can be found on our website. Violent/Abusive Behaviour The Practice has a duty to provide a safe and secure environment for patients, staff and visitors. Violent or verbally abusive behaviour towards any member of staff on the Practice premises is not tolerated and may result in removal from the Practice list. Comments or criticism The doctors and staff of Saxmundham Health aim to provide a quality caring service but we recognise that there is always room for improvement. If you have any complaints or concerns about the service you receive from the doctors or staff working for this Practice you are entitled to an explanation. Your complaint should be addressed to our Complaints Manager who will acknowledge receipt within two working days. We will then investigate your complaint thoroughly and respond to you within 28 working days. Training and Development Days Within the Ipswich and East Suffolk Commissioning Group all GP surgeries close on one afternoon per month. On these days crucial training updates are organised for clinical staff all over the region.

23 It is vital our clinicians attend these training days to stay up to date with latest best practice. We also use these opportunities for in-house staff training and development which is very important to the continued smooth running of the Practice. Please note that the forthcoming T+D (Training and Development) Days are as follows: -Wednesday 13 December Dates for early Thursday 8 February Wednesday 7 March 2018 Please note that on these days, the surgery will be closed from 1.00pm until 8.00am the following morning. SHOULD YOU REQUIRE MEDICAL ADVICE DURING THIS TIME, PLEASE CONTACT THE 111 SERVICE OR IN THE CASE OF A MEDICAL EMERGENCY PLEASE DIAL 999 This information is listed on our website, and also in Surgery. Chaperone Policy Saxmundham Health Group is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

24 Our chaperone policy adheres to local and national guidance and policy, i.e. NCGST Guidance on the Role and effective use of chaperones in Primary and Community Care settings and is advertised through patient information leaflets, newsletters and on notice boards. Patients requiring a chaperone are encouraged, where possible, to request this at the time of booking their appointment to avoid unnecessary delays. All formal chaperones understand their role and responsibilities and have under taken training to be competent to perform this role. Freedom of Information The Freedom of Information Act 2000 aims to ensure that organisations, such as Saxmundham Health, are open in the way they conduct their business. We have developed a Publication Scheme which details all the information routinely made available to the public. Please contact the Practice Manager for details of this scheme or access the FOI website on Data Protection The Practice ensures strict adherence to the rule of medical confidentiality. No medical information is disclosed without appropriate authority

25 Language Line If you require an interpreter, please inform the Receptionist when you book your appointment. Information about health advice in other languages is available on our website. New patients All new patients are required to fill in a registration questionnaire and may be required to provide proof of previous prescriptions within three months of registering. This enables us to establish a basic medical record on our computer system whilst we wait for your medical records to arrive from your last GP. We require proof of previous prescriptions to enable us to organise your future medication requirements. You will be provided with a months worth of medication, after which you will be required to come in for a medical review. It is our policy to ask all new patients to fill out the enclosed health questionnaire forms (all starred pages).

26 Appointments How to make an appointment. There are two ways to make an appointment at our surgery. 1. Booking in person or via the telephone with one of our Receptionists on between 8.00am and 6.30pm, Monday to Friday. 2. Booking online using the EMIS Access facility. This can be accessed online via our website or by asking one of our Receptionists to register you. Making an appointment with your doctor. We do not operate personal lists and this means you may see any of our GPs. Appointments to see a doctor are classified as routine or book on the day. The latter are used for conditions that are more urgent and cannot wait for a routine appointment. Making an appointment with a nurse: The nurses run routine treatment and clinic sessions. Appointments are all classified as routine unless a patient has to come into the surgery directly as the result of an accident. Patients can make appointments several weeks ahead.

27 Routine appointments: We ask that patients do not telephone to make routine appointments during the busy hours of the morning but ring in after 11.30am, Monday-Friday. Appointments can be made up to four weeks in advance. If you have more than one issue to discuss with your GP please ask for a longer appointment. E-consult You may use our e-consult online system for non-urgent matters where you can obtain medical advice and information within two working days. This system is for non-urgent matters and for not use of prescription requests, making appointments or for children under the age of 16. You can do this by going to our website at Telephone advice Our telephone system is very busy first thing in the morning, especially on Mondays. To help relieve this problem, we would appreciate it if calls to the surgery for test results, routine enquiries or calls to Dispensary could be made from 11.00am onwards.

28 Home Visits If you need to see or speak with a doctor but, for medical reasons, cannot attend the surgery, please telephone the surgery before 10am and leave a message with Reception. The doctor will either telephone you back after morning surgery or visit you at home. Out of Hours care If you need to see or speak to a doctor when the surgery is closed, please telephone the surgery on for details of the Out of Hours service or phone 111. Currently this is provided by Care UK. Medical advice can be obtained 24/7 by telephoning NHS 111 on 111. This is a free phone number. Accidents We deal with minor injuries at the surgery. However where possible please telephone before bringing a casualty to us, in order, that we may alert a doctor or Practice nurse. Major injuries are dealt with at A&E, Ipswich hospital, Heath road, Ipswich tel: Appointment information Book on the Day appointments: If you request a Book on the Day appointment you will be offered the next available appointment with a clinician. These appointments are for urgent matters only.

29 Arriving for your appointment On arrival at the surgery, please either report to a Receptionist who will mark you in on the computerised appointment diary, or you could use our automatic check in screen. When the clinician is ready to see you your name will appear on the screen in the corner of the waiting room. The screen will display the room number and the clinician you are seeing. If you have vision problems or are hard of hearing, please tell a Receptionist on arrival. We will ensure you do not miss your appointment. We also use the calling screen to pass on information and messages. For example, if a doctor has been called out on an urgent visit. Unable to keep an appointment? Please let the surgery know if you are unable to keep your appointment as we will try to offer it to another patient. Due to escalating numbers of patients failing to attend their appointments without notifying us, we now have a policy on dealing with such issues please see this on our website.

30 Text message appointment reminders The surgery offers a free appointment reminder service by text message, so please register for this by giving us your current mobile number. Please do not reply to any texts received from the surgery as all replies are sent to an unmonitored mailbox. Medication Dispensary The practice has a Dispensary to enable us to supply medication to patients who live more than a mile away for a chemist. For this reason, patients resident in Saxmundham, Leiston and Aldeburgh cannot be supplied with medication by the practice. Non dispensing patients will need to collect their prescription from the Dispensary and take them to the chemist of their choice. All repeat prescriptions are dealt with by our Dispensers; patients are required to give 48 working hours for these to be prepared. This allows us time to order the medication and to meet safety legalisation. Please note that we are not open on Saturdays or Sundays.

31 Prescriptions may be ordered in person, or in writing, using the address or by using our online facilities via our website at If you need help dispose of your prescribed medication you should return it to us and we will dispose of it safely. To contact Dispensary please call Please note that changes to medication made by the hospital must be requested by the patient in the first instance-allowing the usual 48 hours for processing thereafter. Patient Choice For routine matters patients can generally make an appointment with the doctor of their choice, if you require an urgent or emergency appointment you will be given an appointment with our duty GP if your usual doctor is not available. Our access to medical records As providers of healthcare services, our staff ask you for information so that you can receive appropriate care and treatment. Everyone working for the NHS has a legal duty to keep information about you confidential.

32 You may be receiving care from other people as well as NHS staff, so that we can all work together for your benefit. We may need to share some information about you. We only ever use or pass on information about you if people have a genuine need to know and it is in your and everyone s interests. You have a right of access to your health records. The Data Protection Act (1998) gives you the right to all information that the Practice holds about you on manual and computer records. You can now access part of your records online. It is your legal right to see your records and if you so wish, to obtain a photocopy of them. Please note there will be a charge for this service. Only in exceptional circumstances can access be withheld. If you would like to apply for access to your health records or receive further information about this please ask at Reception. Help us to keep your details up to date In order for us to be able to contact you we need to ensure that your records are kept up to date and it is therefore important that you keep us informed of any changes of name address telephone address or mobile numbers.

33 Patient Participation Group The Practice has an active PPG. The group meets four times a year in the surgery. The purpose of the group is to provide support and challenge where required to enable the Practice to provide the best possible health care. Partners Practice Team Dr John Harvard (MB BS DRCOG MRCGP FPCert) trained at the royal free hospital in London and did his post graduate training at Ipswich. He has been a partner of Saxmundham since 1986 Dr Julie Evans (MB CHB DCH FPCert DRCOG) trained in Liverpool, qualifying in 1984; she undertook her GP training in cuckfield, west Sussex and has also worked in casualty in east London and in community paediatrics in Brixton. Dr Mike Hamblyn (MB BS DFFP MRCGP BA (Hons) trained at university college, London and did his postgraduate training at Ipswich hospital. He has been a partner at Saxmundham since 2002 Dr John Oates (MB BS DFFP MRCGP) trained at the royal London hospital before returning to Ipswich to follow a career in general practice in 2000.

34 Dr Gareth Richards (MB BS Dip medical law and ethics) qualified in 1984 from the Royal Free Hospital, London; he was a full time GP in a Suffolk Practice from 1991 to 2002 when he left work with the primary Care Trust as clinical director. He started working here as a long term locum and became a partner in Salaried GPs Dr Adam Mowles qualified in 1991 from the University of Nottingham and qualified as a GP in Dr Mowles previously worked at Norwich Road surgery. Dr Jessica Milton qualified as a GP in 2000 and previously worked at Lattice Barn surgery in Ipswich. Dr Ruth Bushaway qualified in 2001 from the University of London and as a GP in 2008, she previously a GP in Ipswich. Dr Ellen Towse Dr Towse qualified from St Bartholomew's Medical school, London in 2000 and has been a GP for 12 years, initially working in the North West before moving to Suffolk in Most recently she worked for two years at Framfield Medical Practice, Woodbridge.

35 Staff Members Jayne Coulson-Practice Manager Sharon Meers-Business Manager Susie Peel-Assistant Practice Manager Hollie Hart-IT Manager Admin Team: Brenda Burtenshaw, Melissa Chestnut, Stephanie Gardiner, Amber May (Apprentice), Emma Pallant, Matthew Spencer, Karen Wall Practice Secretaries: Matthew Spencer, Stephanie Gardner. Reception Manager: Tracey Whitwood Receptionists: Sally Evans, Tracey Gates, Jane Jones, Keziah Jolly, Kathryn Phillips-Last, Kim Wolstenholme, Pharmacist: Aga Sajdok-Krupa Dispensary Manager: Shirley Scopes Meds Management: Sally Owen, Melissa Morphey Dispensary Team: Kelly Bruton, Sarah Curling, Emma Driver, Abigail Edwards (Apprentice) Lynette Feller, Melissa Foreman, Helen Girling, Sarah Smedley, Chloe Williams.

36 Nurse Practitioner: Lucy Blevings Practice Nurses: Nicola Cooper, Sarah Orr, Tracey Riches, Lynn Williams. Health Care Assistants: Chloe Barley, Racheal Dungey and Justine Smith. Phlebotomist: Racheal Dungey District nurses Clinics and services The district nurses work closely with the doctors and other members of the primary health care team to ensure those patients and their families receive the care and support them need in order to remain at home. The team members have extensive shared specialist knowledge of different aspects of care including wound care, [palliative care and continuous care. Midwife Community Midwife: Lynne Moore The midwives provide two clinics a week here at the surgery. They are responsible for the antenatal and postnatal care of women in Saxmundham and the wider community.

37 Practice Nurses/Health Care Assistants Our Practice Nurses carry out some blood tests, dressing of wounds, routine injections and fitting of 24 hour monitors as well as seeing emergencies. The nurses and health care assistants also run a variety of clinics in their areas of speciality including asthma, childhood immunisations, hypertension, coronary heart disease, diabetes, family planning, smear clinics, rheumatoid arthritis. We offer appointments in clinics run by our qualified Nurse Practitioner, Lucy Blevings. She works closely with our doctors and is able to assess, review and treat a wide range of conditions and is able to prescribe some prescriptions independently. Our health care assistants are trained to provide the following; blood tests, 24 hour ECG & BP routine ECGS, injections, NHS health checks, spirometry, learning disability reviews and dressings and some chronic disease monitoring. What we offer We offer a range of routine and urgent appointments with either a GP, a Practice Nurse, the Nurse Practitioner or a health care assistant. We can also treat some minor injuries. Outside surgery hours there is a minor injuries unit at Ipswich Hospital.

38 Some patients require a consultation in a specialist clinic, so we also run a number of clinics tailored specifically towards those patients who have particular medical conditions. These clinics are run by our Practice nurses and HCAs. -Asthma clinic -Childhood Immunisation clinic -Coronary Heart Disease clinic -Diabetes clinic -Family Planning clinic -Smear clinics -Hypertension clinic If you suffer from a condition within one of the disease groups above, you will be called for an annual review with the relevant nurse. Please see details on our website regarding Patient Chase. If you would like to attend either the family planning clinic, the smear clinic, or the childhood immunisation clinic then please ring Reception for an appointment. We also run a minor surgery clinic which is run by Dr Gareth Richards and supported by a health care assistant. If you require minor surgery your GP will refer you into this clinic.

39 Referred by your Doctor? If a GP decides that you need to be referred for further care, you will usually be referred to Ipswich Hospital you via the electronic E-Referral system. The hospital will then contact you with an appointment. Saxmundham Health piloted the Advice Letter Listing (ALL) project in 2010 in conjunction with Ipswich Hospital. This uses the technology of the E-Referral system, but asks the Consultant to review a patient s in the first instance, before deciding whether an appointment is required an outpatient appointment. Alternatively a management plan which can be followed in the community may be recommended. This not only saves the patient an unnecessary trip to hospital, it also avoids the cost involved in an outpatient appointment. This project was initially just used by a few hospital specialities, but is now used by the majority of departments at Ipswich Hospital. If you have a query regarding your referral you can contact Reception in the first instance, who may then refer this to one of our Practice secretaries.

40 Out of Practice Area Registration A new patient registration arrangement was introduced from January 2015 that gives us the ability to accept patients who live outside the Practice area without the obligation to provide home visits. In order for us to ensure your clinical care is safely managed and that you are able to receive a seamless and full range of services, it is our policy to continue not registering patients who live outside our advertised Practice area. Local catchment area Benhall Eastbridge Kelsale Blaxhall Farnham Knodishall Bruisyard Friston Lt Glemham Carlton Gt Glemham Middleton Cransford Iken Peasenhall Rendham Saxmundham Sternfield Sizewell Sibton Westleton Sweffling Snape Yoxford Stratford St Andrew Theberton Lambsale Meadow, Saxmundham, Suffolk, IP17 1DY Telephone Fax website

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