RAINWORTH SURGERY

PRACTICE INFORMATION LEAFLET

Healthcare for all the family

Drs Huggard, Bolsher, Wilkins and Bartholomeuz

Rainworth Primary Care Centre Lane Rainworth NG21 0AD

Telephone: 01623 794293 Option 1: for Chest Pain Option 2: for Prescription Requests Option 3: to speak to a Receptionist Fax: 01623 799218

Web address: www.rainworthsurgery.co.uk

Use your NHS appropriately

Choose Well

Make sure you choose well – get the right treatment for you and help the NHS do its job

Did you know that every time you attend A&E at your local hospital, it can cost the NHS £124? You may not be aware but your practice is charged for patient A&E attendances.

Please remember A&E is ONLY for real emergencies – Accident & Emergency NOT Anything and Everything.

It is important to remember that A&E and 999 services are only for life-threatening and emergency conditions. That is why the NHS has put in place other services to help you and your family if you have any of these common complaints: colds, coughs, sore throats, upset stomachs, aches and pains.

There are other local services available if you have a minor illness, ailment or injury, and need advice or treatment.

Self- care

NHS 111

Pharmacy

GP

A&E or 999

For more information pick up the leaflet ‘Right Care, Right Place, First Time’

Or the card: ‘Choose Well’

Walk-in Centre, PC24 – Kings Mill site

This is open between 0800 and 1930 hours, it is a Nurse led service and you will either be seen by an ANP (Advanced Nurse Practitioner) or Nurse Prescriber. There is no need to ring during the day-time, just go to PC24, by the side of the Emergency Department. There may be a wait depending upon how busy they are.

Patients are also triaged from the Emergency Department to the Walk-in Centre.

2 Updated June 2015 Merger with Sherwood Medical Partnership

On the 1st May 2015 Rainworth Surgery merged with and Surgeries as part of Sherwood Medical Partnership; this was following the retirement of Dr Corbyn after 32 years with the practice.

WELCOME

Welcome to Rainworth Surgery. We have designed this booklet to help you get the most out of the services that are on offer at this surgery. Please keep the booklet available for future reference, but should you require further information please feel free to contact the Deputy Practice Manager.

HISTORY OF THE SURGERY

The surgery itself historically dates back to the early 20th century when it served the whole area of Rainworth, and , then known as Fishpool, basically serving the needs of the mining community. As the population expanded over the years the practice separated into one surgery supplying the needs of the Rainworth population and another surgery supplying the needs of the Blidworth and Ravenshead patients. The new Primary Care Centre opened its doors on 23 April 2007, housing the existing Doctors Practice, PCT Administration team, District Nursing team, Health Visitors and Community Child Health team. The old health centre lasted over 30 years and saw many changes. In the new building there is an in-house chemist, more doctors consulting rooms, enabling them to have one each and a specific room for the midwife, double the number, and size, of nurse consulting rooms and a minor operation suite, also the car park has nearly tripled in size. There is a specific room for Counselling and Speech Therapy, the latter is a new service offered here which has been possible due to the new build; these are sited on the first floor and are accessible by the disabled as there is a lift on site. The surgery serves a registered population of approximately six thousand patients and we have four partners working in the practice. We consider ourselves to be a progressive practice seeking to achieve and maintain our standards of patient care.

We aim to give a high quality service that is appropriate to your needs; this leaflet tells you about our services and some of the standards of service we aim to achieve.

The Doctors

Dr Susan E Huggard (Female) MB ChB (Manchester 1983) DRCOG, Family Planning Certificate, DFSRH 2011 Regular days of work: Wednesday, Thursday, Friday

Dr Kirsten J Bolsher (Female) MB ChB (Leicester 1993) MRCGP, Family Planning Certificate Regular days of work: Monday, Tuesday, Wednesday

Dr Kerrie Wilkins (Female) MB BS (Newcastle 1995) DRCOG Family Planning Certificate Regular days of work: Monday, Tuesday, Wednesday

Dr Dayani N Bartholomeuz (Female) MBBS (Colombo), MRCGP, DRCOG, DFSRH Regular days of work: Monday, Tuesday, Thursday, Friday

The days of work given above are the doctor’s regular days, but these may be subject to change due to annual leave or sickness.

Updated June 2015 3 Practice Manager (SMP): Mr Matt Doig

Deputy Practice Manager (SMP): Mrs Julie Moyes

Practice Nurses: Mrs Viv Bower, RGN – Monday, Tuesday, Wednesday Miss Sara Black, RGN, BSc Hons – Monday, Wednesday, Thursday, Friday

Phlebotomist/HCA: Mrs Caroline Valentine

Reception/Administration Team: Mrs Cheryl Murray, Administration Manager, Miss Sharon Ridgwell, Location Manager, Miss Alison Rose, Ms Linda Harrison, Mrs Susan Ashford, Miss Vickie Simpson, Miss Leanne Gilby. Apprentice Miss Georgia O’Leary. Secretarial Support: Mrs Claire Kerry, Mrs Caroline Valentine

THE PRIMARY CARE TEAM

Location Manager, or SMP Deputy Practice Manager - will deal with any general problem you may have regarding the services we provide.

Reception Staff - they will organise your appointments. The reception team prides itself in being courteous and will try and help you wherever possible. The receptionists have a responsible job and they often work under a great deal of pressure, so please allow for this. Anything you tell them will be treated in absolute confidence, if you are unsure whether to consult your doctor, nurse, or health visitor etc, the reception staff will be able to advise you. If you are in doubt about anything, ask the receptionist. If she does not know the answer she will ask someone who does. Please help her to help you!

Practice Nurses: Viv: Monday – Wednesday providing travel advice/vaccination, chronic disease management clinics, cervical smears, health promotion, child/adult vaccinations and immunisations, ear- syringing. Sara: Monday – Friday provides nursing attention for dressings, removal of sutures, child/adult vaccinations and immunisations, cervical smears, health promotion, new patient checks, venepuncture, blood pressure, Hypertension monitoring, ECG’s etc.

Phlebotomist/HCA – we provide a service for taking blood tests so that on the vast majority of occasions patients can have their blood tests done very shortly after seeing a doctor, negating the need for returning another day with another appointment. The phlebotomist has also been trained in taking blood pressure and carrying out ECG’s. These all being as instructed by the doctor.

Community Nursing Team - carrying out treatment within your home environment. Offer expert nursing care in the home, including assessment of your needs, co-ordinating care to fulfil those needs, advice and support on any matter of concern to patients and carers. They take referrals from the hospital, GP’s and other agencies. They can be contacted on 01623 791035 between 8.30am and 5pm, Monday - Friday.

Midwives - provide maternity services. They are involved in antenatal and postnatal care, offering support and education and helping mothers and their partners prepare for parenthood.

Health Visitors - are registered nurses who have undergone further training in health education and promotion and they can offer support and advice on a different range of health issues. The child health clinic they hold gives parents the opportunity to discuss issues in relation to the health and development of their child. If some parents are unable to attend the child health clinic and have particular concerns regarding their children then home visits can be arranged.

4 Updated June 2015 Accessing our Services

Consulting times by Appointment (Surgery hours may vary)

Monday 8.30-11.30am 1.30-3.30pm 3.30-6pm Tuesday 8.30-11.30am 1.30-3.30pm 3.30-6pm Wednesday* ** 8.30-11.30am 1.30-3.30pm 3.30-6pm Thursday 8.30-11.30am 1.30-3.30pm 3.30-6pm Friday 8.30-11.30am 1.30-3.30pm 3.30-6pm

*We are closed certain Wednesday afternoons for protected learning time from 12.15pm; this is advised via prescriptions, Jayex board and Posters.

** The nurse will start at 8am on Wednesday morning.

Saturday morning clinics are held at Clipstone Health Centre 2 out of 3 Saturdays and Farnsfield Surgery 1 in 3 Saturdays. At Farnsfield a GP and nurse from Rainworth will be there to see our patients. You are able to access appointments on Saturday at both Clipstone and Farnsfield.

HOW TO REGISTER WITH THE PRACTICE

You may register with the practice if you live within our practice boundary, you will be asked to produce your medical card, or alternatively, to fill in a form for each member of the family. You can specify a preferred GP but must appreciate this would be subject to availability. At the time of registration you will be invited to come to the surgery for a registration medical, this will give us information on your present medical condition while we await the arrival of your records from your previous GP. Please bring proof of address, ie utility bill etc, also for children 7 years and under please bring the Red Book when registering in order that we can record their immunisations. Registration Form available on line.

APPOINTMENTS TO SEE THE DOCTOR

Patients are seen by appointment only. Our aim is for you to be seen by the doctor within 48 hours to meet NHS guidelines whether your appointment is urgent or not.

A limited number of GP appointments are available to pre-book when posted on the computer, others become available on the day. If the pre-bookable appointments have been taken then you may be advised to telephone the practice at 8.30am, or come down to surgery, when you may be given an appointment for that morning or given the opportunity to pre-book if non- urgent within the next few days. If your call is urgent you may be put through to the on-call doctor who will either give you advice over the telephone or make arrangements to see you as soon as possible in the surgery. Appointments are for one person only. If you come to the surgery for 8.30am you should collect a number from the counter and you will be called in turn. This only applies before 8.30am. From 16th December 2014 there will be a limited number of appointments available to book on line at www.rainworthsurgery.co.uk you will need to have a User name and Password created before you are able to log on to do this.

Appointments are 10 minutes in length and we would aim to see you within 30 minutes of your appointment time, however, please bear in mind that delays can happen, for example a doctor may be called out of the surgery to attend an emergency, if this happens we will endeavour to give an explanation and offer an alternative appointment if you choose not to wait.

If you are unable to keep an appointment please let us know as soon as possible, this will allow us to offer it to someone else who may be in pain. You can cancel appointments by ringing the surgery, or cancel on the surgery website: www.rainworthsurgery.co.uk, please speak to the receptionist to set up a User name and Password for you. We lose approximately

Updated June 2015 5 3 days per month of doctor’s surgery time by patients failing to turn up or cancel an appointment.

Emergency appointments will be allocated as need dictates, in the afternoon it is the duty doctor, and you may not be able to see the doctor of your choice.

APPOINTMENTS TO SEE THE NURSE

Appointments with the practice nurse are at 10-minute intervals.

The practice nurse runs the following clinics: childhood immunisations – you must bring the Red Book, routine adult injections, cervical cytology, chronic obstructive airways disease, asthma, diabetes, heart monitoring, stroke, well person, new patient checks, over 75 assessment and travel health advice – the length of these appointments is tailored to the clinic.

Please telephone reception and they will be happy to book you an appropriate appointment.

CHAPERONE POLICY

You can always have a relative or friend with you when you see your GP or Nurse; you can also ask the practice to provide a chaperone. If you would like a chaperone present please ask the receptionist when you make an appointment to see your GP or Nurse and the practice will try and arrange one.

YOUR MEDICAL RECORDS

The practice uses computers for record storage, repeat prescribing and preventative care. Please note we are a paperlite practice and do not use paper notes during consultation, we are in the process of summarising all patient’s medical information onto the computer in strict adherence to NHS guidelines. Your medical record may be utilised in audits undertaken in the surgery, this is mostly to provide information as to where we, as a practice, stand against national targets for provision or uptake of services, any outgoing audits are anonymised – we are the only ones to know the patients names selected. Audit is a means of checking the electronic summaries of new patient records for: allergies, immunisations, operations, conditions, and special information etc to see that it has been correctly entered to enable the doctor to have an informed record of a patient they do not yet know. Also for example audits are electronic stretched searches to determine the number of diabetic patients for example, insulin dependent or not, or asthmatic patients who have not had an asthma check in the last year, these will form part of a register within the practice in order that we can eventually call and recall those patients for their review as a matter of course.

CONFIDENTIALITY

Confidentiality is a condition of employment and written into our staff contract, we provide a confidential service to all our patients including under 16’s. The only time we might have to consider passing information on without your permission is to protect you, or someone else, from harm. We would always try to discuss this first – please ensure we have your correct telephone number. All staff are duty bound to maintain confidentiality at the risk of dismissal. If you are ringing on behalf of another patient for information the reception staff will ask for consent from the patient, verbal over the telephone will be accepted as long as the staff can hear it. If this is ongoing the patient will be asked to put their consent in writing for our records.

Please be assured we will not release information regarding you to external sources, including mortgage or insurance companies, without your signed form of consent. All data held is strictly confidential under the terms of the data protection act.

6 Updated June 2015 Your records are not sent out of the practice until such time as you leave and they are requested by NHS Shared Business Services, , Medical Records Department, in order for them to be forwarded to your new practice. This is done by secure courier.

GP Extraction System – Care.Data

The way that data is used in the NHS to plan healthcare is changing. From this autumn, data will be taken securely from practice IT systems so that the NHS can plan and improve services for all patients. To find out more about this change you can read this Patient Information Leaflet and for more detailed information you can also read the answers to these FAQS.

Care.Data is used for: Gathering information form Patient records for purposes OTHER than your direct care eg Research.

Medical staff in all settings will not have access to this data but organisations outside of the NHS, such as Universities and Commercial organisations will. By law we have no choice but to allow the Care.Data Body to extract this information.

However, as an individual you can instruct to prohibit the transfer of your data. To do this you will need to sign the relevant dissent form so that your instructions are recorded.

NOTE: Your decision can be changed at any time.

Summary Care Records

A new way of caring for you in an emergency, others can see it if they care for you too – it is your right to choose whether to have or not to have a Summary Care Record. You may have already received letters asking if you wish to have this created.

A Summary Care Record is electronic, meaning that other Healthcare staff involved in directly caring for you are able to see it. They will only see the information they need to do their job and their details will be recorded.

If you decide to have a Summary Care Record it will contain important information about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines you have had.

Giving healthcare staff access to this information can prevent mistakes being made when caring for you in an emergency, when your GP practice is closed or when you are away from home in another part of .

Your Summary Care Record will also include your name, address, date of birth and your unique NHS number to help identify you correctly.

You may want to add other details about your care to your Summary Care Record. This will only happen if you ask for the information to be included. You should discuss your wishes with the healthcare staff treating you.

Summary Care Records for patients at this practice will begin on 29th August 2012, with letters having been sent out from the beginning of the year. The completed forms for those who have opted out have been returned to the practice and coded appropriately on the computer system. A Summary Care Record will be created automatically for you unless you have completed an opt-out form.

Children will automatically have a Summary Care Record made for them. If you do not want your child to have a Summary Care Record you will need to fill out an opt-out form on behalf

Updated June 2015 7 of your child and return it to your child’s GP practice. In some circumstances your GP may feel it is in your child’s best interests to have a Summary Care Record. For example, if your child has a serious allergy that healthcare staff treating your child should know about.

You can change your mind at any time. Please speak to a receptionist.

If you choose after we have made your Summary Care Record that you do not want it – please speak to a receptionist.

If you do not want a Summary Care Record an opt-out form is available at reception, or you can download one at www.nhscarerecords.nhs.uk/options. Once you have completed the opt- out form please return it to reception.

If you require any further information please ask a receptionist.

For more information about Summary Care Records and your choices phone the Summary Care Record Information line on: 0300 123 3020.

SHARING OF ELECTRONIC PATIENT RECORD

This is used for Sharing Information between care services providing care for you eg GP / District Nurses / Podiatry.

It only applies where services use SystmOne Computer System.

Eg: Say you are receiving care from all of the above, you want the GP and DN to share information with each other and you want both of them to know your progress with the Podiatrist, BUT you don’t want the Podiatrist to see any details recorded by the other 2.

You can choose NOT to share your electronic record with other services and if so will need to sign the relevant form for this to be recorded in your record.

NOTE: Your decision can be changed at any time.

OUT OF HOURS SERVICE

After 6.00pm each evening and up to 8.00am the following morning, weekends and bank holidays the practice is closed. Please call 111.

You will be required to provide full information about your problem and once triaged your information may be passed to CNCS for a call back, you may possibly be asked to attend at Primary Care 24, situated on the Kings Mill site, if this is deemed appropriate, or in extreme circumstances a home visit may be arranged. If you feel unwell out of hours your first contact should be 111.

You should not go to A&E unless it is a more serious emergency ie broken bones, severe chest pain, etc.

HOME VISITING GUIDELINES

In order to ensure that the best use is made of your GP services please attend the surgery whenever possible. If you need advice, you can contact.

GP visit recommended: o The terminally ill. o The truly housebound patient for who travel to premises by car would cause deterioration in their medical condition.

8 Updated June 2015 GP visit may be useful: o Following a conversation with a health professional, it may be agreed that a seriously ill patient may be helped by a GP’s visit. GP visit is not usual: o Heart Attack – severe crushing chest pain. The best approach is to call an emergency ambulance. DIAL 999. o Common symptoms of childhood: fevers, cold, cough, earache, headache, diarrhoea/vomiting and most cases of abdominal pain. These patients are usually well enough to travel to the surgery. It is not harmful to take a child with a fever outside. o Adults with common problems, such as cough, sore throat, influenza, general malaise, back pain and abdominal pain are also readily transportable to the doctor’s surgery. o Transport arrangements are the responsibility of the patients or their carers.

If you would like to request a home visit please telephone the surgery on 01623 794293, giving as much information as possible so the doctor can evaluate the urgency of the call. Please make your call as early as possible after 8.30am and note that any requests for home visits should be made before 10.30am.

The doctor can see at least 3 patients in the time taken to do a home visit as each visit takes four to five times as long as a surgery consultation. Home visits, therefore, are reserved for the elderly, the housebound and those deemed by the doctor too ill to attend surgery.

REPEAT PRESCRIPTIONS

How Do I Order A Repeat Prescription?

You can order on the surgery website: www.rainworthsurgery.co.uk – you will need to have a User name and Password created before you are able to log on to do this. Please contact reception – it is very easy.

Use the prescription-ordering box in reception to post your order, please order all required items together. Prescriptions will be ready for collection after 4pm the following day.

We are only able to take telephone requests from housebound patients, these should be rung through between 10am-12.15pm, Monday – Friday on 01623 794293, select Option 2 and leave your message. Please ensure that you have all the relevant information necessary to order your repeat prescription.

The local chemists have prescription ordering and collection services – please arrange with them if you wish to take advantage of this. This does take slightly longer, you should allow 48 hours to collect from the chemist. Electronic Prescribing You can now have your prescriptions sent electronically to a pharmacy of your choice. You don't need to come to the practice to collect your repeat prescription, saving you lots of time. Your prescription will be ready for collection in 48 hours; your prescription will be sent directly to your nominated pharmacy. Please allow 24 hours for the pharmacy to process the request. If you want to sign up just ask your pharmacist or ask a member of staff.

Updated June 2015 9 REFERRALS, LETTERS AND REPORTS

When your doctor has referred you to a hospital department he/she will usually send the letter directly to the consultant, however, if the appointment is urgent or is a private appointment you will be asked to collect a letter at the reception desk to take with you when you attend the clinic.

For those patients with Private Medical insurance please tell the doctor as you may wish to arrange a Private Referral.

Some examinations and reports are not covered by the National Health Service and a fee will be payable. A list of standard British Medical Association fees is available from reception; please ask if you are not sure.

MINOR SURGERY

Many small ‘lumps and bumps’ are surgically treatable at the practice. Please make an appointment with the doctor for an initial diagnosis to be made; following this a further appointment will be made with a doctor and nurse for this to be carried out.

TEST RESULTS

You are advised to find out the results of any tests you may have had by calling at reception personally, or telephoning, after 2pm each day, the receptionist will ask your date of birth, or address, in order to confirm your identity. The results are disclosed only to the person concerned, or a child’s parent or legal guardian.

TRAVEL ADVICE

Our practice nurse will advise with regard to travel requirements and will administer any vaccinations which may be necessary. A fee may be payable for some of these, please ask at reception. You should allow 8-weeks before you travel for your appointment, these are not emergency or priority appointments and we cannot guarantee an appointment if you are booking less than 8-weeks before travel.

This is not a Travel Clinic and if you are planning a detailed travel itinerary you would be advised to contact a more specialised clinic.

CHRONIC DISEASE MANAGEMENT CLINICS

Viv, the practice nurse manages such illnesses as asthma, chronic obstructive airways disease, diabetes, hypertension, heart and stroke clinics. Nurses are also available for dietary advice, monitoring weight loss and help with stopping smoking.

For patients with COPD a service has been developed by the Met Office called Healthy Outlook for COPD, this is being provided by the NCC within the Primary Care Centre and was developed for those living with Chronic Obstructive Pulmonary Disease. There is a sign up cost of £29 per year for non-Co-op Members and £19 for Co-op Members. Every week the Met Office provides a COPD risk forecast for the week ahead. When conditions in the environment are expected to increase the risk of your symptoms becoming worse you will be alerted and reminded of the precautionary steps you should take by an automated pre- recorded message informing you of the potential risk of your symptoms worsening and reminding you of the steps you should take to protect yourself. Packs are available from the NCC.

10 Updated June 2015 HEALTH PROMOTION CLINICS

It is our policy to encourage prevention of illness and we invite patients to come for health checks. The practice nurses runs these clinics and they are by appointment only, please ask at reception for details.

ANTENATAL CLINIC

Antenatal clinics are held every Thursday afternoon, run by the community midwife, through an appointment system. The midwife takes care of you through the pregnancy and provides care before, during and after childbirth. The first antenatal clinic attendance requires a longer time than an average consultation so a special appointment for the first time must be made, the receptionist will be able to help you there. Pregnancy tests are available at the chemist - an early morning sample of urine is required. These tests are not normally carried out by the National Health Service unless there is a medical reason. If the test is positive please make an appointment to see the midwife at approximately 8-9 weeks in order to arrange the first blood tests at approximately 9 weeks.

BABY CLINIC

The health visitors and community paediatric nurse offer health care to parents and babies at Baby Clinic every 2nd and 4th Tuesday of the month at Rainworth Children Centre, Road, 1.30pm – 3pm. They will also arrange parentcraft and postnatal sessions and hearing assessments. Contact Health Visitor Kim Oram 01623 791051, or Jackie Caunt on 01623 791052.

PIP GROUP

The practices patient participation group – Patients In Practice, meeting every 2/3 months, in the summer months it may be an early evening meeting and in the winter months it is an afternoon meeting. There is a Notice board in the entrance – please take time to look and see what items are on the board as you enter and leave the building, also the board in the front of the waiting room along with a suggestion box. Check out the website for the results of the Patient Survey, or to take part in any current survey (carried out ad hoc).

If you are interested in joining the group please contact Yvonne Purdy, Secretary, on 01623 472252, or Lynn Hall, Chair, on 01623 468460. If you would like to be involved but are unable to get to meetings perhaps you would be interested in joining a ‘Virtual Patient Group’ via email? Please complete the ‘Contact Form’ on the surgery Web Site and return it to the Surgery.

SELF HELP FOR MINOR AILMENTS

COLDS: These are caused by a virus infection for which there is no known cure; antibiotics have no effect. Symptoms are troublesome but, in normally healthy people, not dangerous and include fatigue, high temperature, runny nose, sneezing and often including sore throat and cough. Symptoms may last for a week or longer and treatment includes drinking plenty of fluids, rest and, if you have a headache or high temperature, taking regular paracetamol (Calpol or Disprol for children).

COUGHS: Most coughs, particularly in children, are caused by viral infections and antibiotics are unhelpful. Most seem to get worse at night. Drinking plenty of fluids helps. Cough mixtures are often unhelpful. Paracetamol should be taken if there is a high temperature. Most will settle in about a week; however, if they do not or there is difficulty breathing; large amounts of

Updated June 2015 11 phlegm being coughed up or the patient appear generally unwell, the doctor should be consulted.

SORE THROATS: The majority again are caused by a virus infection and only about one in ten people will require antibiotics. The most effective treatment is gargling with soluble aspirin (provided you are not allergic to this or taking medicine that interacts with it). Symptoms usually last for about five days and might be accompanied by a high temperature. See your doctor if symptoms persist or are severe.

INFLUENZA (‘FLU’): This is a virus infection that causes a high temperature with sweating, shivering severe fatigue, headache, and often generalised aching. Some people might also experience vomiting. Rest (in a cool room), drinking plenty of fluids and taking regular paracetamol are essential. Most of the symptoms will subside after about seven days, but the fatigue might persist for a week or two after. The illness is extremely uncomfortable but, in the majority of people, not serious.

DIARRHOEA AND VOMITING: Again, this is usually caused by a viral infection. Adults and children should take plenty of fluids preferably with one of the oral rehydration powders – Dioralyte, Rehidrat or Electrolade – to avoid dehydration. Kaolin and morphine and similar preparations are not recommended. Consult your doctor if the diarrhoea does not appear to be settling after three or four days. Babies in particular can become dehydrated quite rapidly if diarrhoea and/or vomiting persist and advice should be sought within the first 12-24 hours.

HIGH TEMPERATURE: Many illnesses can cause a high temperature including those mentioned above. Adults should take paracetamol or aspirin (unless you have been told to avoid aspirin), drink plenty of cool fluids and keep clothing and room temperature to a minimum until symptoms subside. Children should take paracetamol (this includes Calpol and Disprol), clothing removed and the room temperature reduced as far as possible. If the temperature still remains high, dab the child’s body with a sponge soaked in tepid (not cold) water.

OUR PATIENTS CHARTER

Our practice is committed to providing you and your family with quality health care.

o You will be treated in a friendly and courteous manner by all our staff. o You can expect confidentiality to be maintained at all times. o We aim to see patients within 30 minutes of their scheduled appointment and if this is not possible you will be informed of any delays. o You can expect to be given an urgent appointment with an unspecified doctor within 24 hours of the request and you should be able to see a doctor for a routine appointment with 48 hours. o We offer free health promotion services. o All children are offered immunisations. o Annual health checks are available to those over 75. o Cervical smears are recommended every five years and a reminder is sent to eligible women. o We will provide training for all our staff to improve our services to you. o If you require a chaperone present during your consultation please inform the receptionist when you attend for your appointment.

12 Updated June 2015 PATIENTS HAVE RESPONSIBILITIES TOO….

o Please keep your appointment, if you are unable to attend please let us know as soon as possible. o Do make more than one appointment, if more than one patient needs to be seen, when you come to the surgery. o Please remember that a prescription is not always necessary with every consultation. o Please request out of hour’s home visits for Emergencies only and routine home visits for those that are too ill to come to the surgery. o If you are unwell out of hours you should contact the appropriate service ie NHS 111 before going to A&E. o Please be patient with the receptionists. They are doing their best and are only following the doctor’s instructions. o You have a responsibility to look after your own health, exercise regularly, have a healthy lifestyle and watch your diet. Please ask the doctors or practice nurse for advice.

ADDITIONAL INFORMATION

Car Parking: The Primary Care Centre, this is not just the doctors surgery, has a patient/visitor car park which has a number of disabled parking spaces in front of the Chemist, these should be kept free at all times for those eligible to use them. When there are no spaces in the car park and the waiting room is empty it causes patients to wonder why – often this is because there are a number of visitors to the site attending meetings.

The centre has meeting rooms which may be in use throughout the day making the car park extremely busy. We do apologise for any inconvenience and hope that you will bear with us. If the car park is full and you need to park on the road please make sure you do not cause a safety hazard or obstruct visibility. We have approached the County Council to ask if they could put yellow lines down but they are unable to do so.

Entrance: The entrance to the building is automatic with doors which open outwards – please be aware of this.

Toilet Facilities: All toilets are both Unisex and Disabled friendly.

Animals: Patients are reminded that no pets (other than guide dogs) are permitted in or on the premises.

Mobile Phones: When in the surgery please ensure that your mobile phone is switched off. This is especially important during your consultation with the doctor or practice nurse.

Loop System: A Loop System pad is available from Reception; please ask if you need it taking into a consultation with either doctor or nurse.

Medical Records Access: This practice follows current legislation with regard to patient access to records, Data Protection Act and other confidentiality matters. Your medical records do not belong to you but to the Secretary of State for Health. In reality the responsibility for your records is passed down to the various health bodies which produce and store your records. The Data Protection Act allows you to ask to see any records containing information about you; this includes your medical records. If you want to see your records you will need to put your request in writing, you do not have to say why you want to see your records, however you should say if you plan to take legal action based on the contents. Once you have requested, in writing, to view your records then a convenient time and date will be arranged. If you would like help to access or view your records you can ask the local Patient Advice and Liaison Service (PALS) to help you. If your doctor feels it would be upsetting or adversely affect your mental health, you may be refused access until you can demonstrate you have put

Updated June 2015 13 in place the necessary support systems. You may be charged a maximum of £10 to view your records in the practice; this is to cover staffing and administration purposes. If you require further information please contact the SMP Deputy Practice Manager. Please be aware that medical information may be used for audit purposes. If you do not wish this to happen please notify a member of the reception team.

Your Rights to Information: The Freedom of Information Act 2000 (FOIA) was passed on 20 November 2000. Under the Act it gives members of the public the right to know how public services are organised and run and how much they cost. This information is set out in a publication scheme.

From 1 January 2005 General Practice must respond to requests about information it holds. However, the request will have to satisfy a number of conditions. For further information contact the Practice Manager.

Zero Tolerance: This practice operates a Zero Tolerance Policy which sets out how the practice deals with violence and aggression; we do not tolerate abuse, violence or aggression towards our staff.

Equality and Diversity Policy: This practice is committed to equality opportunity for all staff and patients regardless of age, race, gender, disability, faith, sexual orientation or any other grounds. Applying equally to the treatment of patients, other agencies, professionals and other people who have contact with the practice. We expect that all patients and staff are treated with Dignity and Respect when on practice premises.

Smoke Free Policy: The practice upholds the CHP Smoke Free Policy applicable for the Rainworth Primary Care Centre site. There is clear no smoking signage both externally and internally within the premises, also at the vehicular and pedestrian access points onto our site.

SUGGESTION/COMMENT BOX

The practice has a Suggestion/Complaints Box in the Waiting Room which is monitored daily (when the script box is emptied). These are reviewed and dealt with accordingly. The practice is always happy to receive constructive suggestions.

PRACTICE COMPLAINTS PROCEDURE

We care about what you think and are happy to receive your views on the service that we provide. We welcome complaints; they help us to improve the service we give to patients. Your comments will be totally confidential and there is no need to give your name and address unless you would like a response.

The practice operates an in-house complaints procedure. In the first instance please contact the practice manager by letter, telephone or in person, so your complaint can be investigated and dealt with quickly. It is our policy to give you a full explanation and advise you of the outcome.

If we are unable to resolve the problems you may wish to contact someone independent. PALS (Patient Advice and Liaison Service) can be contacted for information, support or advice about local health services: they can also help you with Compliments, Comments, Concerns and Complaints. If PALS cannot help resolve your concerns they will advise you how to make a complaint. Alternatively, you can write to:

NHS England PO Box 16738 Redditch B97 9PT

14 Updated June 2015 Telephone: 0300 311 2233 (Mon-Fri 8am-6pm excluding Bank Holidays) Email: [email protected]

IS THERE A TIME LIMIT? Yes. The time limits are set by the NHS and are as follows:

Within 12 months of the date of the incident that caused the problem or within 12 months of becoming aware of the incident.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

USEFUL CONTACT INFORMATION

Derbyshire and Nottinghamshire Area Team NHS England Birch House Ransom Wood Business Park Southwell Road West Rainworth Nottinghamshire NG21 0HJ Telephone: 0300 300 1234 www.england.nhs.uk

NHS 111 Call 24 hours on Telephone: 111 Textphone: 18001 111 www.nhs.uk/111

Out of Hours NHS 111 – 111 If you need to be seen they will refer you on to: Central Nottinghamshire Clinical Services (CNCS) Primary Care 24 Kings Mill Hospital Sutton-in-Ashfield NG17 4JL

NHS Emergency Dental Treatment: NHS England Local Area Team Derbyshire & Nottinghamshire 0300 300 1234 or NHS 111

PALS Newark & Sherwood CVS 67 Northgate Newark Nottinghamshire NG24 1HD Telephone: 0800 028 3693, Option 1 Monday – Friday 9am – 5pm NHS Complaints Advocacy Service POhWER 0300 020 0093 (charged at local rate)

Updated June 2015 15

The Commission for Patient and Public Involvement in Health (CPPIH) Patient and Public Involvement forums www.cppih.org

Patient Advice and Liaison Services (PALS) www.doh.gov.uk/patientadviceandliaisonservices

NHS Complaints Advocacy Service POhWER – advocacy, making your voice heard. POhWER is a charity and membership organisation providing information, advice, support and advocacy to people who experience disability, vulnerability, distress and social exclusion. http://www.pohwer.net/

PRACTICE AREA

16 Updated June 2015