ST CHAD S HEALTH CENTRE Dimbles Lane, Lichfield and

THE SPIRES PRACTICE ST CHAD S HEALTH CENTRE Dimbles Lane, Lichfield and BURNTWOOD HEALTH CENTRE Hudson Drive, Burntwood Emergency Phone Number 01543 412981 (Both Surgeries) www.spires-practice.co.uk

WELCOME TO THE SPIRES PRACTICE SPIRES PRACTICE DOCTORS Dr Gerbo Huisman (GMC No 3222270) DA, MRCGP Male Qualified in Nijmegen, The Netherlands in 1986 Dr Helen Law (GMC No 3617256) MBChB, DRCOG, DFFP, MRCGP Female Qualified in Leicester 1992 Dr Leslie Harrington (GMC No 0333584) MBChB, DRCOG, MRCGP, Male MWMIP, UKCP Registered Psychotherapist Qualified in Birmingham 1962 General Practice Prize Professor Kay Mohanna (GMC No 3196586) MBChB, MA, DCH, MMedEd, FRCGP Female Qualified in Birmingham 1988 Dr Andrew Kitchen (GMC No 4723954) MBChB, MRCS(Ed), MRCGP Male Qualified in Edinburgh 2000 Dr Shammy Noor (GMC No 6031571) BSc (Hons), MBChB, MRCGP, Male PG Cert Med Ed Qualified in Birmingham 2001 INFORMATION ABOUT THE PRACTICE The Spires Practice is based at: St Chad s Health Centre Dimbles Lane, Lichfield, WS13 7HT Telephone: 01543 412980 (appointments and enquiries) 01543 412981 (emergencies 24 hours) Fax: 01543 410162 Burntwood Health Centre Hudson Drive, Burntwood, WS7 0EW Telephone: 01543 682654 (appointments and enquiries) 01543 412981 (emergencies 24 hours) Fax: 01543 673467 Email (both surgeries): spires.practice@nhs.net Website : www.spires-practice.co.uk SURGERY TIMES The reception is open: Monday - Friday (excluding Bank Holidays) Receptionists answer the telephone 8.30am - 6.30pm 8.00am - 6.30pm CONSULTING TIMES Monday - Friday (excluding Bank Holidays) 8.30-10.30am and 3.30-5.30pm The practice operates an evening surgery one night a week alternating between Lichfield (Wednesdays) and Burntwood (Thursdays). JOINING THE PRACTICE We accept patients from Lichfield and Burntwood. To register, you will need to complete the necessary paperwork which is available from reception. We ask for two forms of identification, one should be photo ID (such as passport or driving license) and the other to confirm where you live (such as a utility bill or bank statement). On registration you will be invited for a health check with our practice nurse. It is important to attend as it helps to plan the care you might need. Please bring a urine sample with you when you attend this appointment. TEMPORARY RESIDENTS You are entitled to see a doctor anywhere in the UK if you are away from home and in need of medical help. You can do this simply by asking to see the nearest doctor as a temporary resident. We will be happy to see any relatives or friends staying with you if they need a doctor, subject to availability of appointments. WHICH DOCTOR TO SEE You have the flexibility of consulting with either the GP you are registered with ( named GP ) or one of the other doctors. However, we recommend you see the same doctor for any ongoing problem to ensure continuity of care. APPOINTMENTS Appointments can be made by:- telephoning the surgery via the internet (see EMIS Access Section) calling in personally to the reception desk. We offer pre-bookable appointments up to six weeks in advance. We also have 'book on day slots which are for urgent problems, both with the GPs and our experienced nurse practitioners. We allow 10 minutes per consultation, or longer by arrangement. You are entitled to see a doctor of your choice. However, we may not always be able to offer you a suitable day and time because not all GPs work full time and they have to divide their time between two surgeries. If you are unable to see a doctor of your choice at your usual surgery, we may be able to offer you an appointment at our other surgery, or offer you an appointment with an alternative GP or Nurse Practitioner. Can we ask you to ensure you arrive in good time for your appointment. If you are unable to attend, please let us know as soon as possible as someone else may be able to make use of that appointment. We realise that it can be frustrating for patients to have to wait beyond their appointment time and we always try our best to run on time. However, as it is often not possible to predict how much time an individual patient might need, and sometimes emergencies arise, there will be times that our surgeries run behind. We apologise when that happens and aim to inform you if the waiting time is likely to be more than 30 minutes. TELEPHONE CONSULTATIONS If you are unable to attend the surgery or the matter can be dealt with over the telephone, we also offer telephone consultations.

Briar Hill House Nursing Home Situated in Rugeley within its own landscaped grounds, on the corner of Attlee Crescent. Caring for the elderly frail and also younger clients with complex nursing needs 24-hour qualified nursing care All rooms single en-suite, some have own lounge Social activities encouraged For more details, or to arrange a visit, please contact: Tel 01889 576622 Fax 01889 574611 e-mail: home.bhh@mha.org.uk www.mha.org.uk Briar Hill House, 51 Attlee Crescent, Rugeley, Staffordshire WS15 1BP Support and choice for older people Briar Hill House Nursing Home is a 28-bedded unit for the elderly frail set in a quiet residential area on the outskirts of Rugeley. The location is a short distance from the town centre shops and amenities. Care is provided in a homely, purpose-built environment, designed for the ease of access and comfort, with an on-site dedicated staff, providing 24-hour holistic care and support. Each nurse has their own speciality; for example, medication, tissue viability, continence and reflexology. Physiotherapy, aromatherapy and music therapy are also available. All residents have their own private room with en-suite facilities and high quality furnishings which can be personalised to their own taste in consultation with the Home Manager. There are two cooks at Briar Hill House providing appetising meals, with menus revised seasonally and special diets catered for. Briar Hill House has a large number of different communal areas including spacious TV lounges, seating areas and dining rooms. Daily activities are organised, including painting, singing and arts and crafts. Trips to social events and local places of interest are arranged, and there are visits to Briar Hill House by musicians and theatrical entertainers. Friends and family are welcome to visit and with 24 hours' notice they can also join you for a meal. Care is available to everyone, regardless of their personal beliefs. Briar Hill House has its own Chaplain who is available to residents and holds regular Christian Services and Fellowship Group Meetings. For more information, contact the Home Manager on (01889) 576622 ADVERTISING FEATURE URGENT CONSULTATIONS If you have an urgent medical problem that you feel needs attention on the same day, please explain this to the receptionist and we will try our best to accommodate you. We will always see your child the same day if you feel they may be quite ill or in pain, or if you are worried about a serious illness. HOME VISITS As home visits are for those patients too ill to attend surgery, please only request one if you (or the person you are calling on behalf of) is too ill to attend the Practice. Where possible, please telephone between 8.30 and 10.00am. Please try to give our receptionist some guidance on why you would like a visit as this helps us to assess priorities and plan our rounds. Try to come to the surgery whenever possible. Usually we can see you more quickly and facilities for examination and treatment are far better. EMERGENCIES OUT OF HOURS If you need medical advice urgently outside normal surgery hours, telephone 01543 412981. You will be automatically connected to the Out of Hours Service which is commissioned by NHS England. Specially trained staff, with the back-up of qualified medical professionals, will assess how best to help you, for example, by giving you advice or arranging for an ambulance to attend if the problem appears serious. If it is felt that you need to be seen and cannot wait until surgery is open again, you will be given an appointment slot at a Primary Care Centre which will be mainly Lichfield's Samuel Johnson Community Hospital (see map on the back cover of this booklet), where you will either see a nurse practitioner or doctor. If, because of your condition or circumstances you cannot travel, you will be able to get a home visit from a community nurse, community paramedic officer (ambulance nurse) or a doctor working for the out-of-hours service. INTERPRETERS If required, an interpreter can be organised to either accompany a patient or translate via telephone. You must mention this is required when booking your appointment in order that reception staff can make the necessary arrangements. CAR PARKING A car park is provided for patients visiting the surgery, with designated parking spaces for the use of disabled patients. Please park only in the spaces provided. Please note that no responsibility can be accepted by the Practice for damage caused to any vehicle using the car park. EMIS ACCESS You can now book appointments and request repeat prescriptions and view certain aspects of your medical record online using EMIS access 24 hours a day, 7 days a week! If you wish to use this service, please contact reception for details on how to register. You will need to provide some identification before a password can be given to you. Attract more business by placing your advert here. Simply call 0800 0234 196.

SUMMARY CARE RECORD (SCR) The NHS in England is now using an electronic record called the Summary Care Record, which is being used to support patient care. All the places where you receive health care keep their own medical records about you which means these places can often only share information from your records by letter, fax or phone which can delay information sharing. The SCR is a copy of key information held in your GP record. It provides authorised healthcare staff with faster, secure access to essential information about you when you need unplanned care or when your GP practice is closed. The availability of SCRs will improve the safety and quality of your care by improving decision making by doctors and other healthcare professionals and has prevented mistakes being made. Your SCR contains important information about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced. Your SCR also includes your name, address, date of birth and your unique NHS number to help identify you correctly. You can choose to have a SCR or you can opt out. If you choose to have a SCR and are registered with a GP practice, you need not do anything as a SCR is created for you. If you choose to opt out of having a SCR and do not want one, you need to let us know by filling in an opt-out form which is available from reception. If you re unsure if you ve already opted out, just ask at reception. You can change your mind at any time by simply informing us and either filling out an opt-out form or asking us to create a SCR for you. If you re a parent or guardian of a child under the age of 16, you should make this information available to them and support them to come to a decision as to whether to have a SCR or not. If you believe your child should opt out of having a SCR, we strongly recommend that you discuss it with a GP. This will allow your child s GP to highlight the consequences of opting out, prior to you finalising your decision. CHANGE IN PERSONAL DETAILS Please inform a receptionist if you change your name, address, marital status or phone number so that we can keep our records accurate. If you move outside of the Practice area, it will be necessary for you to register with a doctor at another Practice which covers that area. Our reception staff will help you with queries about practice boundaries. SELF CHECK-IN The surgery has an automated self check-in touch screen next to the reception desk. This is a simple to use system that enables you to check yourself in. Should you feel uncomfortable about using such a system, you can obtain help or book in with the receptionist. CONFIDENTIALITY All staff in the Practice are bound contractually to maintain patient confidentiality and any proven breach of this will be treated extremely seriously. We respect your right to privacy and keep all your health information confidential and secure. Confidentiality also extends to a patient s family member. Medical information relating to you will not be divulged to family members or anyone else without your written consent. TRAINING We close for an afternoon each month for staff training and updates. During this time, for urgent problems that cannot wait until the next day, please telephone our emergency number 01543 412981 or 111. MEDICAL TRAINING The practice is privileged to be involved in medical education at several levels. Fully qualified doctors experienced in hospital medicine have to undergo training to specialise in general practice. These doctors are known as Registrars and usually spend one year in the practice. As part of Registrar training, consultations are occasionally video recorded but only after permission has been received from the patient. Additionally, hospital trainees and medical students occasionally sit in with our doctors as part of their training. The receptionists will inform patients of the presence of a student or trainee and, if the patient prefers, the student will leave the room for the duration of the consultation. HOW TO ORDER PRESCRIPTIONS Personally hand them in at reception. Fax Lichfield 01543 410162, Burntwood 01543 673467. Post enclose a stamped addressed envelope if you d like us to post it back to you. Email spires.practice@nhs.net although it s safer and easier to use EMIS Access. Internet (see EMIS Access section). Chemist many chemists now offer an order, collect and delivery service (speak to your usual chemist to see what they can offer). Please ensure you give all of your details including name, address, date of birth and the exact medication which should be taken from the repeat slip attached to your prescription. To avoid mistakes the receptionists have been instructed not to take requests over the phone. Routine Repeat Medication If you are on regular medication that you request on a repeat slip, your prescription will be ready to collect in two working days, unless a special drug needs a review please see below. Acute Medication Requests From time to time you may need to request something that is not on your usual repeat request slip. This request will take longer as it has to be authorised by a GP (even if you ve had this medication in the past), so please allow up to five working days for this prescription. If you have requested something extra at the same time as your routine repeat medication, they will all be produced at the same time so you will need to allow up to five working days. High Risk Drugs We classify certain medication as high risk. These drugs include benzodiazepines, sleeping tablets, anti-depressants, strong painkillers and anti-psychotic drugs. For the safety of our patients, the GPs keep a close eye on the prescribing of these drugs and, as such, they will take longer to produce, and you will need to allow up to five working days. If you are not sure if you take one of these, please just ask at reception. If you are late ordering and are concerned that you might run out of essential medication, please tell the receptionist, so we can prioritise your prescription. We wish to encourage you to always order well in time, up to two weeks before you need the prescription. If there is any reason you need to order earlier than two weeks (like going on holiday) please let us know, so we can accommodate you. If you wish a relative or friend to regularly collect your prescriptions for you, you will need to complete a consent form giving them the authority to do this; please ask at reception for a form.

o f ACCESS TO SERVICES BY PEOPLE WITH DISABILITIES The Practice has done its utmost to be easily accessible and user-friendly for our disabled and wheelchair-bound patients. There are designated parking spaces in the car park. A wheelchair is available for those with difficulty in walking please ask at reception if you require the use of one. Both surgeries are easily accessible by wheelchair and all surgeries are on the ground floor. There are also disabled toilet facilities available. If you experience any problems, please speak to our receptionists who will do their utmost to assist you. CHAPERONES All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This may be a family member, friend or a formal chaperone. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If you wish to have a chaperone present during your consultation, please mention this to the receptionist when booking your appointment or to the doctor at your consultation. SPIRES PATIENT REFERENCE AND INTERACTION GROUP (SPRING) We have formed a group to ensure that our patients are involved in decisions about the range and quality of services we provide, some of which may lead to changes in these services. This is a virtual group, the members of which communicate with the practice via email. If you are interested in becoming a member of SPRING, please ask for an application form at reception. WEBSITE The practice has a website - www.spires-practice.co.uk - where you will find a whole host of useful information. PRAMS AND BICYCLES Prams and bicycles may be left in the outer foyer of the main entrance at your own risk. DOGS All dogs, with the exception of assistance dogs, should be left outside the building. SMOKING AND FOOD The building is a non-smoking building. We would also request that patients do not eat or drink whilst on the premises. Water may be obtained from reception on request, if needed. INJURIES If you have a minor injury you can go directly to the Minor Injuries Unit of the Samuel Johnson Community Hospital. There you will be treated by experienced nursing staff, if necessary with the back-up of a doctor. Major casualties can be seen at the Accident and Emergency Departments of one of the three district general hospitals serving the area:- Good Hope Hospital,Sutton Coldfield Burton Queen's Hospital, Burton upon Trent Walsall Manor Hospital, Walsall. John Short & Son Ltd Funeral Directors Established 1866 Private Chapels of Rest Golden Charter Pre-paid Funeral Plans 24 Hour Service National Association Est 1905 3 High Street, Chasetown, Burntwood, Staffs WS7 3XE Tel: 01543 686204 Fax: 01543 673874 F u n e r a Let our practice publications promote your business for you! To place a business building advertising feature in our vitally important Practice Booklets and Appointment Cards simply phone Veronica Smith now on 0800 612 1516 l D i r e c o t s r Struggling to get from A to B and in receipt of the mobility allowance? You may be entitled to a brand new car, even if you can t drive. Contact a local Motability garage for more details today. Attract more business by placing your advert here. Simply call 0800 0234 196.

CCTV St Chad s Health Centre now has a CCTV system in place this has been installed for the safety of all staff, patients and visitors to the building. PRACTICE TEAM Together with the doctors the following people play an important role in The Spires Practice. THE PRACTICE MANAGER Mrs Sue Rogers is in charge of all non-medical matters relating to the practice. PRACTICE NURSES The Nurse Manager, Michele Hassell, along with Sisters Cheryl Jones, Sally Wayman, Sarah Porley and Yvonne Dearne assist the doctors in a wide variety of services including cervical smears, ear syringing and ECG recordings. They provide advice on promoting better health, travel immunisation, and weight reduction. They play an important part in the regular review of various chronic diseases like hypertension, diabetes, asthma and the review of contraception. All appointments can be made at reception. NURSE PRACTITIONERS Sister Chris Hickinbotham and Sister Sue Webb are our Nurse Practitioners. They have extensive experience dealing with minor illnesses and will be able to deal with many medical problems and if needed will refer you to one of the GPs. They do surgeries both in Lichfield and Burntwood. PHLEBOTOMIST/HEALTH CARE ASSISTANTS Becky Hawksley and Laura Steele-Simmonds are not qualified nurses but have undergone training to enable them to take blood, blood pressure, vaccinations, etc. RECEPTIONISTS The receptionists are here to help you. They have a difficult and busy job so please be patient. When telephoning for medical attention, the receptionist may ask for a few details; this will enable us to help you in the most appropriate way. OFFICE The practice is fully computerised and the admin team are responsible for all computer data collection. The practice secretary is Mrs Tina Grant and she is available to answer any queries regarding hospital referrals and insurance medical reports. HEALTH PROFESSIONALS ATTACHED TO THE PRACTICE MIDWIVES Midwives care for and support pregnant women, their partners and new babies, before, during and after the birth. They monitor the health of the mother, counsel her on health issues and explain the options for delivery of the baby. Their job also involves reassuring parents, running antenatal and parenting classes, taking care of the mother and baby during labour and birth and giving advice on breast feeding. HEALTH VISITORS Health Visitors are qualified nurses and have additional training in child health and development. They will monitor your child s growth and development, answer child health queries and help parents to manage issues related to children under five. DISTRICT NURSES Our district nurses work closely with us and are able to provide treatment at home and advice about care and convalescence after discharge from hospital. They may be contacted via the surgery. COUNSELLING SERVICE If you feel you need to see a counselor, please speak to one of the doctors who will refer you to the Wellbeing Team. This service treats anxiety and depression as well as those events in life which lead us to feel depleted and feeling unable to cope or low. The therapists liaise with other services to provide a comprehensive counselling service through self-help, telephone and face-to-face sessions making use of voluntary organisations and links with Community Mental Health Teams. OTHER SERVICES FAMILY PLANNING We provide confidential advice and offer a full family planning service, including coil and implant fitting. CERVICAL SMEARS These are done by the practice nurses. The National screening campaign will invite you to a repeat smear every three years, from the age of 25 to 50 and every five years from the age of 50 to 64. If you feel an appointment is overdue, please check with reception. MINOR SURGERY AND CRYOTHERAPY Minor surgery is performed at the practice. If necessary your doctor will discuss this with you first. CHILD HEALTH CLINICS In these clinics you have the opportunity to discuss your baby/child s health with the health Visitor, get advice on problems (eg eating, sleeping problems) and get your child weighed. The clinics are held every Monday afternoon from 2.00pm onwards, alternately between St Chad's Health Centre, Lichfield and Burntwood Health Centre. TRAVEL CLINIC We can give you all vaccinations needed for travel abroad including Yellow Fever and advice regarding antimalarial medication. Discuss your requirements with the practice nurse at least eight weeks in advance. ANNUAL REVIEWS Any patient suffering from a chronic disease (asthma, diabetes, heart disease, etc) will be invited annually for a review with the practice sister/doctor. This will usually happen during the month of your birthday. PATIENTS OVER THE AGE OF 75 We recommend that patients over 75 are seen every year for a check-up. If you are housebound, we can arrange for a member of the practice team to visit you at home.

MATERNITY CARE The community midwife holds clinics regularly for the care of pregnant women and mothers post delivery. Antenatal care will be shared by her and the doctor. Many of our patients deliver in the GP Maternity Unit at Samuel Johnson Community Hospital, Lichfield, as an alternative to one of the larger hospitals. FLU AND PNEUMONIA VACCINATIONS A yearly flu vaccination is strongly recommended for all patients with certain chronic diseases (such as asthma, COPD, diabetes, heart disease, etc), and all patients of 65 and over and children, in line with the most current flu guidelines (which may change from year to year). We run flu clinics in September and October so, if you are eligible, please call reception in September to reserve your vaccine and book your appointment. If you are uncertain whether or not you are eligible, please contact reception who can check for you. Pneumococcal vaccinations are recommended for patients with chronic diseases and everyone of the age of 65 and over. These will be offered at the same time as the flu vaccine if you are eligible but can also be offered all year round. (Please note that this is a single vaccine and does not need to be repeated). SHINGLES VACCINATIONS There is currently a shingles vaccination programme. If you are eligible, the surgery will contact you to arrange for this to be done. NON-NHS EXAMINATIONS Medical examinations for special purposes eg elderly drivers, pre-employment, insurance medicals, etc can be arranged by appointment. A fee, as recommended by the British Medical Association, will be payable for these examinations. ACCESS TO PATIENT RECORDS If you wish to have access to your records, your request must be put in writing to the Practice Manager. There will be a charge for this, which will be explained to you at the time of your request PATIENT FEEDBACK In the Spires Practice we aim to give our patients the best possible service and we want you to be happy with the care we provide. If you have had a good experience, or if you feel that any member of staff has given you a particularly good service, please let us know. Knowing that we do things well will encourage us to keep trying to improve even more! We know we don t always get it right and really would appreciate your feedback on anything you think we could do better. You can do this by letter, email or using the feedback forms available at reception. We also would like to encourage you to use the Friend and Family Test after every visit to the surgery. We will review your comments and suggestions on a regular basis and will try to change things if possible. COMPLAINTS If you have a complaint and would like a response from the practice, please follow the practice complaint procedure, as set out below. Our practice complaints procedure is fully in line with and part of the NHS Complaints procedure, the purpose of which is to: Find out what happened and what went wrong Provide an apology where this is appropriate Identify ways in which similar problems can be prevented We look very carefully at complaints received, and will always investigate the circumstances leading to the complaint in order to both monitor and improve the quality of the services we provide. HOW TO MAKE A COMPLAINT. If you are concerned about any aspect of our services, be it in relation to a doctor, nurse or other member of our team; please let us know as soon as possible. You can do this by talking to a member of our team who will try to sort out your concern on the spot. If you do not feel able to do this you can complain in writing, in person or by telephone. Please contact us as soon as possible as this will enable us to investigate what happened more fully. If you have any specific information such as dates, times and names this also helps in our investigation. WHO TO COMPLAIN TO Complaints should be directed to Mrs Sue Rogers, our practice manager, or to any of the partners of the Practice. If you wish to, Mrs Rogers will be happy to make an appointment to speak with you to discuss your concerns. You can also directly complain to NHS-England (see contact details below) COMPLAINING ON BEHALF OF SOMEONE ELSE Please be aware that we cannot breach the rules of medical confidentiality. If you are complaining on behalf of someone else we shall require their consent to inform you of the outcome of our investigations. WHAT WE SHALL DO We shall acknowledge your complaint within 3 working days either by telephone or in writing. We shall make every attempt to investigate and respond to that complaint within 28 working days. However, if the issues are complex or staff members are on leave this may take a little longer. In response we may write or offer you a meeting with the people involved. WHAT WE SHALL NOT DO Patients who make a complaint will not be discriminated against. All issues you raise will be treated in the strictest confidence and will not affect your current or future care.

ADVICE AND SUPPORT FOR YOU If you would like to speak to someone for advice or help with making a complaint or if you find it difficult to make a complaint yourself and want someone to speak for you, you can contact the local independent advice and support service (ICAS) on 0845 337 3054 or at Shropshire and Staffordshire ICAS, Unit 25 & 32, Stafford Business Village, Dyson Way, Staffordshire Technology Park, Stafford, ST18 0TW. Alternatively; Healthwatch provides an advice and advocacy service. Telephone; 0800-1615600 Email; advocacy@ecstaffs.co.uk Write to; Healthwatch Staffordshire NHS complaints Advocacy, Suite 2, Opus House, priestly Court, Staffordshire Technology park, Stafford, ST18 0LQ Website; www.healthwatchstaffordshire.co.uk/nhs-complaints A Healthwatch leaflet is available on request from our reception. IF YOU ARE NOT HAPPY WITH OUR RESPONSE If you feel that we have not responded to your concerns fully please do not hesitate to come back to us to discuss these further. However, if you feel this is not possible, please contact the NHS England Customer Contact Centre, PO Box 16738, Redditch, B97 9PT. Phone 0300 311 22 33 or email england.contactus@nhs.net If you remain unhappy after you have received responses from both the practice and NHS England, you can contact the Parliamentary and Health Service Ombudsman. Pos t: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Email: phso.enquiries@ombudsman.org.uk Telephone: 0345 015 4033 ZERO TOLERANCE TO ABUSE GPs, Practice Nurses and other Practice staff have the right to care for others without the fear of being attacked or abused. We ask that you treat your GP and Practice staff properly without violence or abuse as we strongly support the NHS policy on zero tolerance. Anyone either phoning or attending the Practice who abuses any staff member or patient, be it verbally, physically or in any threatening manner, whatsoever, will risk removal from the Practice list and be reallocated with the assistance of NHS England. In extreme cases we may summon the Police to remove offenders from the Practice premises. SOURCES OF ADVICE NHS 111 is the NHS non-emergency number. It s fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals. They will ask you a series of questions to assess your symptoms and immediately direct you to the best medical care for you. NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobiles phones. NHS CHOICES The website www.nhs.uk provides information on all NHS services and the management of a wide range of conditions. It is well worth having a look at this website to familiarize yourself with its content when you don t need it yet! PATIENT WEBSITE Patient (www.patient.info) is one of the most trusted medical resources online, supplying evidence based information on a wide range of medical and health topics to patients and health professionals. Amongst others it contains many of the leaflets we print off for you when you see us in surgery. CARE QUALITY COMMISSION From 1st April 2013 the Care Quality Commission will regulate, monitor and inspect practices to ensure they meet essential national standards of quality and safety. They can be contacted via their National Customer Service Centre by calling 03000 616161, fax 03000 616171. They are open 8.30am to 5.30pm Monday to Friday, excluding Bank Holidays. FREEDOM OF INFORMATION PUBLICATION SCHEME The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the classes of information the practice intends to routinely make available. This scheme is available from reception. STATEMENT ON DISCRIMINATION We will treat our patients with respect and courtesy and will not discriminate against them in any way including on the grounds of age, sex, colour, race, nationality, ethnic or national origin or disability, sexual orientation, religion or religious or philosophical beliefs. The practice would The like practice to thank would the like various to thank advertisers the various who advertisers have helped who to produce have helped this booklet. to produce However, this booklet. it must However, be pointed it must be pointed out that the accuracy out that of any the statements accuracy of cannot any statements be warranted, cannot nor be any warranted, products nor services any products advertised, or services be guaranteed advertised, or be endorsed. guaranteed or endorsed. ZZ/DP 03.17 PRACTICE BOOKLETS ARE SPECIALLY PREPARED BY Neighbourhood Direct Ltd Barons Gate, Graceways, Whitehills Business Park, Blackpool, Lancs FY4 5PW Tel: 01253 608014 Fax: 01253 608015 Website: http://www.opg.co.uk Email: info@opg.co.uk COPYRIGHT WARNING: All rights reserved. No part of this publication may be copied or reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopy, recording or otherwise without the prior written permission of the publisher. S286350

Cannock Road Lichfield Road Avenue USEFUL PHONE NUMBERS Emergencies and Out Of Hours... 01543 412981 or 111 Lichfield Surgery...01543 412980 Burntwood Surgery...01543 682654 Email spires.practice@nhs.net Website www.spires-practice.co.uk Samuel Johnson Community Hospital...01543 412900 Good Hope Hospital...0121 424 2000 Burton Queen's Hospital...01283 566333 Walsall Manor Hospital...01922 721172 Lichfield Social Services...01543 510800 Lichfield Citizens Advice Bureau...01543 252730 Burntwood Citizens Advice Bureau...0844 856 3400 Help with common ailments www.patient.co.uk NHS Direct...111 www.nhs.uk NHS England,Towers Business Park, Anglesey House, Wheelhouse Road, Rugeley, Staffordshire, WS15 1UL. NHS England Customer Contact Centre, PO Box 16738, Redditch, B97 9PT. Phone 0300 311 22 33 or email england.contactus@nhs.net NHS local walk-in centre (open seven days a week 8am to 8pm) - Burntwood Health and Wellbeing Centre, High Street, Chasetown, Burntwood, WS7 3XH......01543 687440 WHERE TO FIND US IN BURNTWOOD & LICHFIELD Traffic Lights FRIARY SPORTS CENTRE EASTERN AVENUE Grange Lane Dimbles Lane ST CHAD'S HEALTH CENTRE Purcell Ave Wheel Ln Little Barrow Hotel Anson Curborough Road Weston Rd St Chad's Church Netherstowe Lane Chase Road BURNTWOOD HEALTH CENTRE Hudson Drv Swan Island Rugeley Rd A51 to RUGELEY Stafford Road Bird Street Cathedral Stowe Pool Samuel Johnson Community Hospital Pipe Hill Walsall Rd Roundabout Bowling Green St John's Street Lichfield Library A map indicating the boundaries of the practice area can be inspected at the surgery Practice Booklets are published by Neighbourhood Direct Ltd. 01253 608014