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WHERE WE ARE:WHERE WE ARE:WHERE WE ARE:WHERE WE ARE:
provide additional facilities. The practicprovide additional facilities. The practicprovide additional facilities. The practicprovide additional facilities. The practiceeee ooooffffffffeeeerrrrssss ssssppppaaaacccciiiioooouuuussss ccccoooonnnnssssuuuullllttttiiiinnnngggg rrrroooooooommmmssss ffffoooorrrr tttthhhheeee
at the surgery, only referring patients to a GP when necessary. at the surgery, only referring patients to a GP when necessary. at the surgery, only referring patients to a GP when necessary. at the surgery, only referring patients to a GP when necessary.
Dr Dr Dr Dr Simon HibberdSimon HibberdSimon HibberdSimon Hibberd BM (Southampton) (1981) MRCP MRCGPBM (Southampton) (1981) MRCP MRCGPBM (Southampton) (1981) MRCP MRCGPBM (Southampton) (1981) MRCP MRCGP DRCOGDRCOGDRCOGDRCOG
Dr Simon Carroll Dr Simon Carroll Dr Simon Carroll Dr Simon Carroll MBBS (Newcastle) (1991) BA FRCGP DRCOGMBBS (Newcastle) (1991) BA FRCGP DRCOGMBBS (Newcastle) (1991) BA FRCGP DRCOGMBBS (Newcastle) (1991) BA FRCGP DRCOG DCHDCHDCHDCH
Dr Abigail Brun Dr Abigail Brun Dr Abigail Brun Dr Abigail Brun MBBS (London) (2005)MBBS (London) (2005)MBBS (London) (2005)MBBS (London) (2005)
Dr Alice GriffithsDr Alice GriffithsDr Alice GriffithsDr Alice Griffiths----JonesJonesJonesJones MBBChir (CambridgeMBBChir (CambridgeMBBChir (CambridgeMBBChir (Cambridge (2003) MRCGP(2003) MRCGP(2003) MRCGP(2003) MRCGP
Refuge – Women’s Aid www.refuge.org.ukwww.refuge.org.ukwww.refuge.org.ukwww.refuge.org.uk 0808 2000 247
Relate Relationship support 01603 625333
Samaritans 116 123
PRACTICE CHARTERPRACTICE CHARTERPRACTICE CHARTERPRACTICE CHARTER
Our Responsibility to You:Our Responsibility to You:Our Responsibility to You: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 Seeing a doctor or nurse Seeing a doctor or nurse Seeing a doctor or nurse ---- the standards we aim for:the standards we aim for:the standards we aim for:the standards we aim for:
Urgent problems – A health professional on the same day.
All new first time issues/problems to see a nurse practitioner.
The doctor or nurse – routine appointments available.
Your Responsibility to Us:Your Responsibility to Us:Your Responsibility to Us: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 We operate a ‘Zero Tolerance’ Policy. This means the Practice will not We operate a ‘Zero Tolerance’ Policy. This means the Practice will not We operate a ‘Zero Tolerance’ Policy. This means the Practice will not
tolerate any violence or tolerate any violence or tolerate any violence or tolerate any violence or aggression towards our staff and will invoke our aggression towards our staff and will invoke our aggression towards our staff and will invoke our aggression towards our staff and will invoke our
right to remove abusive patients from our premises.right to remove abusive patients from our premises.right to remove abusive patients from our premises.right to remove abusive patients from our premises.
THE MANAGEMENT TEAMTHE MANAGEMENT TEAMTHE MANAGEMENT TEAMTHE MANAGEMENT TEAM PHARMACISTPHARMACISTPHARMACISTPHARMACIST
Julie Robinson Natalie Coomber Sara Fletcher-Huggins Rebecca Richardson
Healthcare Assistants are trained to undertake a range of duties under the supervision
of the nurses. They work at both surgeries.
PHLEBOTOMISTPHLEBOTOMISTPHLEBOTOMISTPHLEBOTOMIST
Bev Cardew
DISTRICT NURSESDISTRICT NURSESDISTRICT NURSESDISTRICT NURSES
Based at Dereham Hospital and can be contacted via the surgery on
01362 66821501362 66821501362 66821501362 668215
OTHER HEALTHOTHER HEALTHOTHER HEALTHOTHER HEALTH PROFESSIONALS INCLUDE:PROFESSIONALS INCLUDE:PROFESSIONALS INCLUDE:PROFESSIONALS INCLUDE:
Midwife/Health Visitor Dereham Team
Social Worker Titus McCready
Mental Health Practitioner Amanda Frost
Podiatrist (private – fee payable) Michael Cummings
The Health Visitor TeamHealth Visitor TeamHealth Visitor TeamHealth Visitor Team is based at Dereham Hospital 01362 692391 01362 692391 01362 692391 01362 692391
(01362 654906 direct).(01362 654906 direct).(01362 654906 direct).(01362 654906 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 hold clinics at Dereham Childrens Centre on 2nd and
4th Wednesday in the month at 10.00am – 11.30am. Toftwood Village Hall 1st
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
ElmhamElmhamElmhamElmham Surgery only on a Monday and Thursday.... For emergencies, contact
Medicom on 01603 481222
HOW TO ARRANGE A CONSULTATIONHOW TO ARRANGE A CONSULTATIONHOW TO ARRANGE A CONSULTATIONHOW 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
Please note that the average length of time of an appointment with the doctor
is 15 minutes and 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.
THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE
NEEDED ARE:NEEDED ARE:NEEDED ARE: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, other staff members 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 agrIf you agrIf you agrIf you agreeeeeeee,,,, yyyyoooouuuurrrr rrrreeeellllaaaattttiiiivvvveeeessss,,,, ffffrrrriiiieeeennnnddddssss aaaannnndddd ccccaaaarrrreeeerrrrssss wwwwiiiillllllll bbbbeeee kkkkeeeepppptttt uuuupppp ttttoooo ddddaaaatttteeee
with the progress of your treatment.with the progress of your treatment.with the progress of your treatment.with the progress of your treatment.
If at anytime you would like to know more about how we use yourIf at anytime you would like to know more about how we use yourIf at anytime you would like to know more about how we use yourIf at anytime you would like to know more about how we use your
contact The Management contact The Management contact The Management contact The Management Team on 01362 668215.Team on 01362 668215.Team on 01362 668215.Team on 01362 668215.
THE PATIENT PARTICIPATION GROUPSTHE PATIENT PARTICIPATION GROUPSTHE PATIENT PARTICIPATION GROUPSTHE 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 01362 668804,
Secretary is Liz Waddy and for the Swanton Morley Participation Group contact
PATIENT INFORMATION PATIENT INFORMATION PATIENT INFORMATION 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 recordsYou have a right of access to your health recordsYou have a right of access to your health recordsYou have a right of access to your health records
EVERYONE WORKING FOR THE NHS HASEVERYONE WORKING FOR THE NHS HASEVERYONE WORKING FOR THE NHS HASEVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION A LEGAL DUTY TO KEEP INFORMATION A LEGAL DUTY TO KEEP INFORMATION A LEGAL DUTY TO KEEP INFORMATION
ABOUT YOU CONFIDENTIAL.ABOUT YOU CONFIDENTIAL.ABOUT YOU CONFIDENTIAL.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 toAnyone who receives information from us is also under a legal duty toAnyone who receives information from us is also under a legal duty toAnyone who receives information from us is also under a legal duty to keep it confidential.keep it confidential.keep it confidential.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.
CHAPERONESCHAPERONESCHAPERONESCHAPERONES
Patients are entitled to have a chaperone present during examinations should
they wish. If you require a chaperone please inform the reception staff.
HOME VISITSHOME VISITSHOME VISITSHOME VISITS
Please telephone the surgery 01362 668215 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 NEW PATIENT REGISTRATION NEW PATIENT REGISTRATION NEW PATIENT REGISTRATION PROTOCOLPROTOCOLPROTOCOLPROTOCOL
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 Nurse
Practitioners to ensure a supply of monthly prescriptions.
Please allow 2 working daysPlease allow 2 working daysPlease allow 2 working daysPlease 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’‘Review Date’‘Review Date’‘Review Date’ on your prescription means we need to review the treatment
you are taking. This can usually be done via a phone call to our Pharmacist.
Sometimes it would mean coming in to see a GP or NP which you will need to
make an appointment for. 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 01362 668625 or via
our online repeat prescription form.
Please note that we do not accept prPlease note that we do not accept prPlease note that we do not accept prPlease note that we do not accept prescription requests over the phone, escription requests over the phone, escription requests over the phone, escription requests over the phone, but If
you have an enquiry phone 01362 66821501362 66821501362 66821501362 668215 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 VAN DELIVERY & COLLECTION SERVICE VAN DELIVERY & COLLECTION SERVICE 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 Please allow 3 working days for processing of Please allow 3 working days for processing of Please allow 3 working days for processing of
prescriptions going to remote or home deliveriesprescriptions going to remote or home deliveriesprescriptions going to remote or home deliveriesprescriptions going to remote or home deliveries. We deliver and collect from the
Post Offices on TuesdaysTuesdaysTuesdaysTuesdays, WednesdaysWednesdaysWednesdaysWednesdays and FridaysFridaysFridaysFridays, 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
HorningtoftHorningtoftHorningtoftHorningtoft ElsingElsingElsingElsing Broom GreenBroom GreenBroom GreenBroom Green St Nicholas CtSt Nicholas CtSt Nicholas CtSt Nicholas Ct TittleshallTittleshallTittleshallTittleshall
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 TeamThe Management TeamThe Management TeamThe Management Team on 01362 01362 01362 01362
668215668215668215668215. 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.
ACCESSACCESSACCESSACCESS
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.
CCCCOMMUNITY CAR SCHEMEOMMUNITY CAR SCHEMEOMMUNITY CAR SCHEMEOMMUNITY CAR SCHEME
There are services available in Bawdeswell, Beetley, Bylaugh, Elsing Foxley,
Gressenhall, Lyng, Longham and Swanton Morley . Please contact the surgery
on 01362 668215 for further details.
NHS SERVICES AVAILABLE INNHS SERVICES AVAILABLE INNHS SERVICES AVAILABLE INNHS SERVICES AVAILABLE IN----HOUSEHOUSEHOUSEHOUSE
Contraception General Medical Advice
Health Promotion Child Development
Immunisation Long Term Condition Care
Maternity care Minor surgery
NONNONNONNON----NHS WORK AND COSTSNHS WORK AND COSTSNHS WORK AND COSTSNHS 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 ie medicals passport photos holiday
cancellation forms Other services are available, please contact Reception on
01362 668215 for a list of our current charges.
THE FRIENDS OF ELMHAM SURGERY CHARITABLE TRUSTTHE FRIENDS OF ELMHAM SURGERY CHARITABLE TRUSTTHE FRIENDS OF ELMHAM SURGERY CHARITABLE TRUSTTHE 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