WHERE WE ARE: Holt Road, North Elmham, Dereham, Norfolk, NR20 5JS. Dereham Road, Swanton Morley Dereham, Norfolk, NR20 4LT

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Elmham Surgery Holt Road, North Elmham, Dereham, Norfolk, NR20 5JS WHERE WE

extended extended to provide additional facilities.

market town of Dereham, serving the surrounding 30 villages.

Norfolk, NR20 4LT Swanton Morley Surgery has been open since May 2005.

The nurses provide the majority of services services at the surgery, only

com - 2005 Telephone Numbers Elmham Surgery Appointments, Dispensary &

1 Elmham Surgery Holt Road, North Elmham, Dereham, Norfolk, NR20 5JS WHERE WE ARE: The building building at Elmham was built in the mid 1980s and has been extended extended to provide additional facilities. The practice offers spacious consulting rooms for the GPs, nurses and for the extended attached professionals. We are a dispensing practice situated in rural mid Norfolk, close to the market town of Dereham, serving the surrounding 30 villages. Swanton Morley Nurse-Led Surgery Dereham Road, Swanton Morley Dereham, Norfolk, NR20 4LT Swanton Morley Surgery has been open since May It is is well used by patients in Swanton Morley and nearby villages. The nurses provide the majority of services services at the surgery, only referring patients to a GP when necessary. Acknowledgement - Multimap.com Telephone Numbers Elmham Surgery Appointments, Dispensary & Enquiries Tel: Fax: Swanton Morley Surgery Appointments, Dispensary & Enquiries Tel: Fax: Revised January 2016 Emergencies: website:

2 ELMHAM SURGERY OPENING & CONSULTING TIMES Opening Times Mon, Tue, Thu, Fri am 6.30pm, Wed am 6.00pm Doctors Consulting Times Nurses Consulting Times Morning Surgery: 8.30am am Morning Surgery : 8.30am 12.30pm Afternoon Surgery: 3.10pm 5.30pm Afternoon Surgery : 2.00pm 5.30pm (Wed 5.00pm) Dispensary 8.30am 6.30pm (Wednesday 8.30am 6.00pm) SWANTON MORLEY SURGERY OPENING & CONSULTING TIMES Opening Times Mon, Tue, Wed, Thu, Fri 8.30am 6.00pm Doctors Consulting Times Nurses Consulting Times Morning Surgery: 8.30am am Morning Surgery : 8.30am 12.30pm Afternoon Surgery: 3.10pm 5.30pm (Doctors clinics vary) (Wed 5.00pm) Afternoon Surgery : 2.00pm 5.30pm (Wed 5.00pm) Dispensary 8.30am 6.00pm WHAT TO DO WHEN THE SURGERY IS CLOSED In the event of an emergency out of hours PHONE: 111 If you require urgent medical assistance out of surgery hours and cannot wait until the surgery re-opens, please call the NHS 111 Service. Calls to the NHS 111 service are free from both landlines and mobiles. For life threatening emergencies please dial 999. THE PARTNERS Salaried GP s Dr Simon Hibberd Dr Kirstie Chen BM (Southampton) (1981) MRCP MRCGP DRCOG MBBS (East Anglia) (2007) Dr Simon Carroll MBBS (Newcastle) (1991) ) BA FRCGP DRCOG DCH Dr Abigail Brun MBBS (London) (2005 ( 2005) Dr Alice Griffiths-Jones MBBChir (Cambridge) (2003) MRCGP The doctors work in partnership and consult patients at both surgeries USEFUL CONTACT NUMBERS Age UK Information, Advice & Support AIDS Helpline Thursday 8.00pm 10.00pm Alzheimer s Disease Society Benefit Enquiry Line Information on all benefits Breast Care Imaging BUPA Private Health Care Careline Personal alarm network Cancer Link Citizens Advice Bureau Free advice on all issues Counselling Directory Database of UK Counsellors Childline Crossroads Caring for Carers Compassionate Friends Cromer & District Hospital CRUSE Bereavement Care Dereham Hospital Heron Local information on support groups and voluntary services Health Visitor Home from Hospital (British Support and practical help after Red Cross) hospital Kings Lynn Hospital (QEH) MENCAP Mental Health Advocacy Free independent confidential Service support and information NHS Advice Norfolk & Norwich Hospital Confidential medical/health advice NORCAS Alcohol Advice Norfolk Carers Helpline Support for Carers (Crossroads) Norfolk Deaf Association NSPCC Outlook Depression support PALS Patients advice and liaison service The Pension Advisory Service Advice on Pensions & Allowance Quit line How to stop smoking Rape Crisis Refuge Women s Aid Relate Relationship support Samaritans Senior Line Free national advice line

3 PRACTICE CHARTER Our Responsibility to You: We will treat everyone with dignity and respect, promote equal opportunities and eliminate all forms of discriminations regardless of race, nationality, disability, religion, gender or social status We will endeavour to maintain the highest standards of medical practice at all times creating a fully inclusive and accessible service We will keep the consultation and your computer and written records confidential Seeing a doctor or nurse - the standards we aim for: Urgent problems A health professional on the same day. Routinely The doctor or nurse of your choice within five of their working days. Your Responsibility to Us: We ask that you treat doctors and staff with courtesy and respect at all times Please tell us of any change of name, address or telephone number so that our records can be kept accurate Please give as much information as possible to the receptionist who is making your appointment to enable her to offer the most appropriate appointment Please attend for review when asked before your next prescription is due If you cannot keep an appointment please let us know as soon as possible; this may enable someone else to be seen If you are more than 5 minutes late for an appointment you may be asked to rebook; in exceptional circumstances you may be seen at the end of surgery The Practice has a NO SMOKING policy within the building We ask you to PLEASE SWITCH OFF YOUR MOBILE PHONE in the waiting and consulting rooms We operate a Zero Tolerance Policy. This means the Practice will not tolerate any violence or aggression towards our staff and will invoke our right to remove abusive patients from our premises. THE MANAGEMENT TEAM Judith Wood MS MSc MCSP NURSE PRACTITIONERS Joanna Mullineaux BA BA BSc (Hons) RGN Andrew Johnson BSc (Hons) RGN Louise Langham-Hill Katie Osley BSc (Hons) RGN Jon Gardner BA (Hons) RGN Rachel Clegg Trainee Trainee NP RGN Joanna, Katie, Andrew and Jon are our Lead Nurse Practitioners and are responsible for the development and management of Swanton Morley Surgery, working in close partnership with Elmham Surgery. A Nurse Practitioner is an experienced nurse who has undertaken a specific course of study to enable them to see patients with undiagnosed problems. They are able to issue medication where needed. PRACTICE NURSES Alison Plumb RGN Clare Starling BSc RGN Karen Burton RGN Jayne Heaver RGN Rebecca Bennett RGN The Practice Nurses are highly trained with particular interests and skills and manage a number of health promotion clinics and work at both surgeries. For some problems, it may be more appropriate to see one of our practice nurses rather than a doctor. Their responsibilities include: Immunisations Asthma Management Travel advice Diabetic Control Health checks for men and women Heart Disease Management Family planning advice COPD Management Ear Syringing Cervical Smears Advice on Healthy Living Minor Injuries Smoking Cessation Blood Pressure Checks Removal of stitches Dressings / Wound Management HEALTH CARE ASSISTANTS Julie Robinson Natalie Coomber Sara Fletcher-Huggins The Health Care Assistants are trained to undertake a range of duties under the supervision of the nurses. They work w at both surgeries.

4 PHLEBOTOMISTS Bev Cardew Rebecca Richardson DISTRICT NURSES Based at Dereham Hospital and can be contacted via the surgery on OTHER HEALTH PROFESSIONALS INCLUDE: Midwife/Health Visitor Dereham Team Social Worker Titus McCready Admiral Nurse (Dementia Support) Zena Aldridge Podiatrist (private fee payable) Michael Cummings Health Trainer Cheryll McKay The Health Visitor Team is based at Dereham Hospital ( direct). They work with individuals, families, groups and communities. They can see you at home, at the local surgery, clinic or as part of a group and can help & advise on: Children s Immunisation Community Services Children s Development 0-5yr Care of Infants Healthy Lifestyles Antenatal and Postnatal Care The Health Visitor Team holds clinics at Dereham Childrens Centre 2 nd and 4 th Wednesday in the month 10.00am 11.30am. Toftwood Village Hall 1 st Thursday in the month 1.30pm-3.00pm. In addition there are self weigh scales available at Dereham Childrens Centre which can be accessed Monday to Thursday 9.00am 5.00pm and Friday 9.00am 4.00pm. The Midwife visits Elmham Surgery on a Monday and also holds a clinic on a Thursday morning. For emergencies, contact Medicom on HOW TO ARRANGE A CONSULTATION To make an appointment with a doctor or nurse, please ring or call in to the surgery as early as possible in the working day. You may consult any of the doctors. Non-urgent appointments can be booked in advance with a doctor of your choice THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE NEEDED ARE: giving you health care and treatment looking after the health of the general public managing and planning the NHS. For example: making sure that our services can meet patient needs in the future paying your doctor, nurse, dentist, or other staff, and the hospital which treats you for the care they provide auditing accounts preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified) investigating complaints or legal claims helping staff to review the care they provide to make sure it is of the highest standard training and educating staff (but you can choose whether or not to be involved personally) research approved by the Local Research Ethics Committee. (If anything to do with the research would involve you personally, you will be contacted to see if you are willing ) If you agree, your relatives, friends and carers will be kept up to date with the progress of your treatment. If at anytime you would like to know more about how we use your information you can speak to the person in charge of your care or contact The Management Team on Please note that the average length of time of an appointment with the doctor or the nurse is ten minutes. You can help us to improve our service by telling us as soon as possible if you cannot attend for an appointment. We can then offer your appointment to another patient.

5 THE PATIENT PARTICIPATION GROUPS These groups consist of patients of the Elmham and Swanton Morley Surgeries and members of the practice team. Their aim is to foster good relations between practice and patients. They meet every two months and discuss matters that affect General Practice. The group will not discuss the interaction between a patient and their clinician; the discussions relate to the administration of the practice in its contact with patients. For the Elmham Participation Group Contact: Roger Thornley - Chairman or Ted Sansom, Secretary and for the Swanton Morley Participation Group contact: Gina Eames Chairman, Maggie Richards Vice-Chairman PATIENT INFORMATION The Protection and Use of Patient Information We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care because it may be needed if we see you again. We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to ensure that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow s clinical staff and to carry out medical and other health research for the benefit of everyone. Sometimes the law requires us to pass on information: for example, to notify a birth. The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The Register does not contain clinical information. You have a right of access to your health records EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL. Elmham Surgery treats all personal information it holds about its patients as confidential. However, the Surgery works closely with a number of statutory external agencies including Social Services and other allied professionals such as midwifery, health visitors and community nursing and in exceptional circumstances, where necessary for the medical wellbeing or safety of patients, personal information may be shared between Elmham Surgery and these other agencies. Where practicable such disclosures may be discussed with those concerned. Anyone who receives information from us is also under a legal duty to keep it confidential. If you wish to speak to your doctor on the telephone, please leave a message with the receptionist before 10.30am. The doctor can then phone you back when he or she is free. Chaperones Patients are entitled to have a chaperone present during examinations should they wish. If you require a chaperone please inform the reception staff. HOME VISITS Please telephone the surgery before 10.30am if possible. You will be asked for the patient s full name and address, where the patient is to be seen, your telephone number and details of the patient s condition. This information will enable the visiting clinician to assess the priority of the visit. Please ask for a home visit only if the patient is too ill to be brought to the surgery. We regret that lack of transport is not a justifiable reason. We do not normally visit children with minor illnesses. If you feel that the patient is too ill to wait for the clinician s normal rounds, please stress this fact to the receptionist on the telephone. Please try to attend the surgery whenever possible, as this is the best place for us to conduct medical examinations and carry out any necessary tests. NEW PATIENT REGISTRATION PROTOCOL New patients will be accepted only if they live within the practice boundary and at the Partners discretion. If you are currently on long term treatment or medication you will need to book an appointment with one of the doctors to ensure a supply of monthly prescriptions. REPEAT PRESCRIPTIONS Please allow 2 working days Patients requiring regular prescriptions will be given a record slip which enables them to re-order and a review date for a further consultation. A Review Date on your prescription means your doctor wants to review the treatment you are taking. You may need to make an appointment for this to be done. Please always check your review date and allow yourself enough time. Such prescriptions may be requested and returned to dispensary, either in the box provided, by post, by fax on or via our online repeat prescription form.

6 Please note that we do not accept prescription requests over the phone, but If you have an enquiry phone Monday Friday between 8.30am 6:00pm (8:30am 5:30pm Wed). For those who have to pay the current prescription charge please check with dispensary. Elmham Surgery and Swanton Morley Surgery are working with NHS Norfolk to reduce the expenditure on commonly prescribed drugs. The Cambridgeshire Prescribing Formulary is acknowledged as best practice. VAN DELIVERY & COLLECTION SERVICE Elmham Surgery and Swanton Morley Surgery operate a free home delivery and collection service for medication. Please allow 3 working days for processing of prescriptions going to remote or home deliveries. We deliver and collect from the Post Offices on Tuesdays, Wednesdays and Fridays, please see table below. The service is available to all of our patients if you pay for your prescriptions please send your payment with your repeat request. Any uncollected medications will be returned to the surgery. Please note that you can only collect your prescription during Post Office opening hours. Monday Tuesday Wednesday Thursday Friday Brisley Foulsham Spar Shop Bawdeswell Stores North Elmham Gressenhall P/O Colkirk Guist P/O Swanton Morley Gressenhall Mileham P/O Gateley Lyng P/O Bawdeswell East Bilney S/ Morley Stores Great Ryburgh Swanton Morley Billingford Hoe Longham Horningtoft Elsing Broom Green St Nicholas Ct Tittleshall Swanton Morley Foxley North Elmham Swanton Morley Swanton Morley Dereham Guestwick Sparham Stanfield North Elmham Hindolveston Worthing Whissonsett Lyng,Stibbard Twyford Wood Norton Bintree, Guist North Elmham ACCESS Both practices are designed for easy access by disabled patients. A wheelchair is available and there are 2 tarmac parking spaces designated for disabled drivers and Emergency vehicles. Please do not block access to these spaces. COMMUNITY CAR SCHEME There are services available in Bawdeswell, Beetley, Bylaugh, Elsing Foxley, Gressenhall, Lyng, Longham, Mileham, Swanton Morley and Whissonsett. Please contact the surgery on for further details. NHS SERVICES AVAILABLE IN-HOUSE Contraception General Medical Advice Health Promotion Child Development Immunisation Long Term Condition Care Maternity care Minor surgery NON-NHS NHS WORK AND COSTS The NHS does not pay for some services. Sometimes you may be asked to pay a fee for the work that you ask the doctor to do for you. The fees are a guide recommended by the British Medical Association to cover work, which a family doctor is not normally required to do. Other services are available, please contact Reception on for a list of our current charges. THE FRIENDS OF ELMHAM SURGERY CHARITABLE TRUST This is a registered charity and has three trustees, two of whom are independent of the surgery, who ensure that money donated to the surgery is used for the benefit of our patients. COMPLAINTS & ENQUIRIES The practice has a complaints procedure run according to NHS Guidelines. If you wish to make complaints or have enquiries about any non-medical aspect of your care at the surgery, please contact The Management Team on They will be able to help you deal promptly with your enquiries and advise you on any further action which may be appropriate. We are always keen to provide the best service possible for our patients and we welcome any suggestions for the improvement of our care.

Drs Whittle, Scott, Bevz & Fairhead. Health & Social Care Act 2008

Drs Whittle, Scott, Bevz & Fairhead Cleveleys Group Practice Health & Social Care Act 2008 Version 1 - August 2013 Version 2 - December 2015 Date of Next Review: December 2016 Service Provider Details