Age Concern 01872 266388 Alcoholics Anonymous 0845 7697555 Heading Benefits Office - Freephone 0800 882200 Brook Advisory Centre (Contraception advice) 01209 710088 THE & Community Hospital 01209 318000 Cardrew Drop In Centre 01209 340997 PENRYN SURGERY Carers Information Line 01872 270228 Carrick Lifeline 01872 224521 SARACEN WAY Childline 0800 1111 PENRYN Citizens Advice Bureau 0844 499 4188 Alcohol & Drugs Agency - CADA 01872 263001 CORNWALL TR10 8HX Cornwall Hospitals - Treliske 01872 250000 Cornwall Hospitals - Information Link 01872 253545 Tel: (01326 372502) Cornwall Rape and Sexual abuse Centre 01872 262100 Web site www.penrynsurgery.co.uk Cornwall Women's Refuge Trust 01872 277814 Email [email protected] CRUSE - Bereavement Care 01726 76100 Dental Helpline 01872 354375 Drug Abuse Advice - Freshfields 01872 241952 Place your message here. For maximum impact, use two or three sentences. Falmouth Hospital 01326 430000 Family Planning - Falmouth Clinic 01326 430060 Health Visitor - Penryn / Falmouth 01326 430050 Macmillan Service 01208 251300 Midwife Team 01326 430070 Minor Injuries Unit - Falmouth Hospital 01326 430030 Mount Edgcumbe Hospice 01726 65711 NHS 111 111 Mental Health Team (Carrick) 01872 221000 Red Cross Medical Loan Service 01872 267953 Relate - Cornwall Marriage Guidance 01726 74128 Samaritans 01872 277277 Sexually Transmitted Disease (GU Clinic) 01872 255044 BRANCH SURGERIES Social Services 0300 1234 131 Treliske Hospital (switchboard) 01872 250000 Surgery Smith Health Park 01875 221440 Crellow Lane The Square Xray Unit - Falmouth Hospital 01326 430013 Stithians TR3 7BA TR11 5EP 01209 860170 01326 250861 Access Welcome to The Penryn Surgery

The practice was established in the Manor House, Market Street, Penryn Surgery - The footpath from the town centre is suitable for Penryn in the 1920s. Our current purpose built surgery was opened wheelchair use. There are three disabled parking spaces near to the in the summer of 1990. We are a partnership of 13 doctors main surgery entrance at the top of the slope. If you are driving a with, practice nurses, district nurses, health visitors, midwives as disabled person to the surgery but are able-bodied yourself, please well as other health care personnel working from the building. We drop them off at the main entrance and then park in the car park. There are a training general practice and there is usually a GP Registrar is a wheel chair available for use in the reception lobby. working with us for a year at a time. Stithians & Mawnan Smith Surgery - There is a small parking area in We hope that you will find this booklet helpful. If you do have any front of the building for drivers. Both surgeries have been converted suggestions on how we might improve the service we offer, please from bungalows and all facilities are accessible on foot and have let us know. Patient feedback/suggestion forms can be located in wheelchair access ramps the waiting room or alternatively speak in person to your doctor, Confidentiality receptionist, or the practice manager. You can rest assured that ALL the members of the team are bound by the same strict rules governing absolute confidentiality of your medical details, as are the doctors themselves. You can help us by not asking for information about another patient unless they are very young or are not able to make decisions for themselves.

We provide a confidential service for young people in sexual and other health issues. This applies even if you are under 16. You can be sure that anything you discuss with any member of this practice doctor, nurse, dispenser or receptionist will stay confidential. This Leaflet in Other Formats

If English is not your first language we may be able to provide a translation. Please contact (01326 372502) should you require this.

NHS Contact details Practice Area: NHS England We are a large General Practice, centred around our main surgery at PO Box 16738 Penryn where most of the services and administration are based. Redditch B97 9PT We also operate branch surgeries at Mawnan Smith and Stithians 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank and provide clinical sessions at Penryn Campus during term times. Holidays) The surgery accepts patients from Penryn, Falmouth, and all villages and countryside shown on the above map. Friends of Penryn Surgery The Doctors

The Friends of Penryn Surgery are a registered charity who support us by giving their time to fund raise and help during the flu clinics.  Rob Beckett MB ChB 1984 DRCOG The Friends use the funds they raise and donations left to the  Alison Best MB ChB 1995 charity to provide equipment to enhance the services which we  Ian Bishop MB ChB 1989 MRCGP DCH DGM provide to our patients.  Ian Brown MB BS 1986 DGM DCH DRCOG  Helen Burns MB BS 1982 The Friends are always looking for new ‘Friends’. If you have time  Chrissie Dunne MB ChB 1991 MRCGP and ideas please contact Gill Glover, Chairperson on  Mike Ellis MB BS 1979 DRCOG MRCGP 01326 375295 or speak to Carly Whitbread at Penryn Surgery.  Charlotte Harvey MB BS 2007  Ryan Jackson MB BS 2002 MRCGP  Jonathan Katz MB ChB 1991 DCH DRCOG MRCGP Verbal or Physical Abuse  Jess Munro MB BS 1996 MRCGP  Kate Sanders MB ChB 2006 MRCGP We are committed to taking all reasonable precaution to ensure the  Stephen Seale MB BCHMA MRCGP MTD MED health, safety and wellbeing of our staff, patients and visitors and endeavor to protect them from physical or verbal abuse at all times. Opening Hours The practice acknowledges there may be instances of violent and aggressive forms of patient illnesses. These will be discussed with the GP and the patients medical record will be updated. Penryn

Abuse will not be tolerated and may result in removal from the Doors Open Monday-Friday 8.30 am - 6.30 pm* practice list. Extended Access Appointments 07.00 am-8.00 am two days per week

Telephone Monday-Friday 8.00 am - 6.00 pm Access to Notes *closed from 1-3 pm on the first Friday Should you wish to see your medical notes you will need to fill out of each month for staff training a form which is available from our receptionists. Once you have completed and returned this form we will make an appointment for Monday 8:30 am - 5:30 pm you to view your notes. If you have not seen a doctor for 40 days Stithians Tues/Thurs 8:30 am - 2:00 pm a charge of £10 will be made. Wed/Fri 8:30 am - 4:30 pm

Mawnan Monday - Friday 8:30 am -12:30 pm Nurse clinics Tuesdays and Thursdays

Penryn Mon/Tue/Fri varies from 8:30 am - 11:30 pm Campus Wed/Thurs varies from 2:00 am - 4:30 pm

How to Register with the Practice Immunisations Please ask for a registration form and patient questionnaire from one of our receptionists, or download a registration form from our Website Due to immunisation programmes the most serious childhood illnesses such www.penrynsurgery.co.uk The completed form is sent to the Health as polio and diphtheria have been eliminated from the UK. As not everybody Authority to request your records from your previous GP. The notes has had immunisation against whooping cough, mumps, measles, rubella normally arrive within a few weeks. If you have a serious illness we can and Hib, these potentially serious illnesses still occur. It is still vitally request your notes urgently to arrive within a couple of days. The important that every child is immunised against all these diseases. questionnaire provides us with basic information about your health, this is transferred to your personal health record.

The current schedule is How do I see a Doctor or a Practice Nurse We encourage our patients to book their appointments online with the GP in advance. Simply see one of the reception team with a form of When to immunize What is given How it is given photo ID to obtain your username and password. Appointments and prescription requests can be booked online through our website www.penrynsurgery.co.uk. Practice Nurse appointments are booked through reception. Two months old Dipththeria, Tetanus, Alternatively you can phone our friendly reception team who will book Pertussis, Polio & Hib, Two injections you an appointment, please phone the surgery you wish to be seen at. Pnuemovax, Rotavirus Oral drops

Appointment mix Three months Dipththeria, Tetanus, The doctors offer a mix of 'same day' and 'advanced booking' Pertussis, Polio & Hib, Two injections appointments. Meningitis C, Rotavirus Oral drops

Nurse appointments are advance booking appointments although we Four months Dipththeria, Tetanus, may be able to offer an appointment on the same day if required. Pertussis, Polio & Hib, Two injections Pneumovax If you need an appointment for a coil or an implant fitting or removal, Between Twelve and Meningitis C/Hib Three injection please make this clear at the time of booking. This will enable us to Thirteen months MMR (measles, mumps and order your device. rubella) Pneumovax Appointments are 10 minutes long. Double appointments are available Three and half years MMR on request for complex or multiple problems. Dipththeria, Tetanus, Two injection Unless there are extenuating circumstances we ask that one Pertussis, Polio & Hib booster appointment is to discuss one ailment/problem. This does help us to ensure appointments run on time and the patient after you is not Girls 13-18 year old HPV– cervical cancer vaccina- Course of kept waiting. tion Three

Please make your appointment with a Practice Nurse instead of the 13– 18 year old Dipthereia, Tetanus, Polio. Two injections doctor for the following: ear syringing, dietary and lifestyle advice, Men C cervical smears, childhood immunisations and for travel advice and vaccinations.

Other Services Available Locally Appointments Please see the attached “How to make an appointment” leaflet. Minor Injuries Unit (mini Casualty). This unit is based at Falmouth Hospital, Trescobeas Road, Falmouth, 01326 434739. It is open every Appointments can be booked in advance online or by telephone day of the year from 8.00 am to 8.00 pm. It is a walk-in service for minor and on the day. injuries such as cuts, sprains and suspected fractures. If you are telephoning on the day to make an appointment it is advisable to call as close to the telephone opening time of the NHS 111– This service is for when you need medical help fast , but is not surgery you wish to be seen at. a 999 emergency. The service is manned 24 hours a day 365 days a year. If all the appointments are filled for the day, you will be offered the It offers help and advice to callers on what action to take about immediate next advance/available appointment, or may be asked to call back health concerns and information on general health matters. the next day. If your problem cannot wait the receptionist will take your name, contact details and a brief description of your symptoms to pass on to the oncall duty team to be triaged. You will then Clinics receive a call back from a member of the oncall duty team with appropriate advice or a sit and wait appointment with the

In conjunction with the doctors the following clinics are held in Penryn by emergency GP for that day at Penryn Surgery. the nurses. Appointments on request from reception. We also offer extended surgeries for working patients from Asthma 7:00a.m—08.00am . These access appointments are also booked in Aural hygiene advance and online. Diabetes Cancer Care If you have booked an appointment with either the doctor or the Doppler nurse and you no longer wish to attend please cancel this Diet and exercise appointment. This will enable us to offer the appointment to Health Protection - blood pressure, heart disease, stroke follow up someone else Influenza Phlebotomy/technician If you need transport help to get to the Surgery, this can be Spirometry arranged through Transport Access People (TAP) on 01872 223388 Stop smoking Travel vaccines and advice Urgent Appointments Warfarin control If you need to be seen urgently please advise the receptionist. If we Well Woman have run out of routine appointments, the receptionist will take details of your symptoms and a member of the on-call team will call Complaints and Suggestions you back with advice or an appointment for you to be seen by the on-call duty doctor. The oncall duty doctor carries out visits and has

We do recognise that sometimes our standards may not be up to surgeries throughout the day and if the doctor is on a visit or expectations and we want to hear your suggestions. At Penryn Surgery we attending an emergency you may be required to wait. operate a standard, nationally agreed, NHS procedure for handling complaints. Please ask a receptionist for a complaint form or telephone Home Visits the surgery to speak to the duty manager. Complaint forms can be If you need a home visit, please phone Penryn, Mawnan Smith or downloaded from the internet or available from the reception by request. Stithians Surgery before 10.00 am This will help the doctors plan

their rounds and avoid unnecessary delays. Visits are for the We appreciate all feedback; this helps us to improve our services. housebound and those too ill to go out. If you are unwell, but able to travel it is often quicker to be seen in the surgery. Appointment and Telephone booking Times

We try to offer all patients an appointment on the day of request. We suggest you phone the surgery you wish to attend on the day. Dietician

The dietician, Carey Sumpter, is available at the surgery by referral from Penryn 01326 372502 (from 8.00 am) your GP or the practice nurse for advice about a range of dietary related Stithians 01209 860170 (from 8.30 am) conditions particularly diabetic and cholesterol lowering diets.

Mawnan 01326 250861 (from 8.30 am) Penryn Campus 01326 372502 (from 8.00 am) Macmillan Nurse (community palliative care specialist)

Doctors Appointments The Macmillan service is based in Truro. They give care and advice to patients with cancer and other terminal illnesses, and give support to their Morning Afternoon Mornings families. The Macmillan service can be contacted on 01208 251300 (Tues & Thurs) Stop Smoking Advisor PENRYN Monday-Friday 8.30-11.30 3.00-5.00 07.00-08.00 Christine Cowe works at the surgery through the Health Promotion service to provide counselling and support for patients who wish to stop smoking. STITHIANS You can ask your doctor to refer you or you can self-refer through our Monday 8.30-11.30 3.20-5.00 receptionists. Once referred, patients will receive information from Christine about how to stop smoking and this will be followed up with Tuesday-Friday 8.30-11.30 counselling sessions and support medication. MAWNAN

Monday, Wednesday & Friday 8.30-11.30 Other Facilities Available Through the Surgery

X-rays and physiotherapy may be suggested by your doctor and these can

Practice Nurse /HCA Appointments be arranged at various locations. Morning Afternoon Mornings (Tues & Osteopathy is offered to some patients who fit the referral criteria, this is Thurs) arranged by the GP

PENRYN Referring to secondary care and Patient Choice Monday-Friday 8.30-11.30 3.00-5.00 07.00-08.00 STITHIANS Referrals to a consultant or to another service for more treatment are sent through to the Referral Management Service. The RMS have been tasked to Monday-Friday 8.30-11.30 fulfil the choice criteria for patients. All patients are telephoned within a MAWNAN few days of receipt of the referral letter and offered a choice of venue and Tuesday & Thursday 8.30-11.30 suitable dates for their treatment.

If you would like a copy of the referral letter, please ask the GP at the time of referring.

Health Visitors There are a team of Health Visitors based in the Falmouth and Telephone Advice from Doctors and Nurses Penryn area, they hold clinics here and locally, as below. If you wish to speak to a doctor or nurse please request this through All families with children under 5 years have a named health the receptionist. The information given over the telephone is for visitor. Our health visitors hold well baby clinics; no appointment advice only and is not an alternative to a doctor/nurse consultation. necessary.

Penryn Surgery Tuesday 10.00 am—12.00 pm

Childrens Tuesday 2.00 pm -3.00 pm How do I see a Doctor Out of Hours? Centre, Penryn Ring 01326 372502

Stithians 2nd Wednesday 11.00 am—12.00 pm Surgery of each month If you phone the surgery outside of opening hours you will be automatically transferred to the out of hours emergency service They also provide a great deal of valuable health information, provided by NHS111. Please do not call unless you require urgent advice and support for all age groups and have a special interest medical attention. In your interests NHS111 Urgent Care record all in health promotion. They can be contacted on 01326 430050 incoming calls. These recordings are strictly confidential and are stored with exactly the same care as your written medical records. Community Midwife Alternatively Cardrew Drop In Centre is open everyday 8.00am to Our community midwives provide care and advice to women 8.00pm 7 days a week. They are based at: before, during and after pregnancy. Antenatal clinics are held at Penryn Surgery two days a week. The midwives can be contacted Cardrew Health Centre, through the Penryn receptionists or by telephone on 01326 60 Cardrew Industrial Estate, 430070 Redruth, TR15 1SS , Psychology Services Telephone Number: 01209 340997

Patients are referred by the GP to outside providers Outlook South West and BeMe. Patients can self-refer to these providers. Results

If you have been asked to telephone for the result of tests, please do Chiropodist so after 2.00 pm. If the result requires you to make an appointment to see your doctor, the receptionist will be able to advise you when Chiropody clinics for the over 65's and diabetic patients are held the doctor has a surgery and to make you and appointment. in the Penryn Surgery. Please ask the receptionists for details. Your doctor can also refer you for treatment of specific foot conditions at any age or you can self-refer.

Who Works Here How to order your repeat prescription The GPs as listed at the front of this brochure There are a number of ways to obtain your repeat prescription. By telephoning your surgery.– see below Registrar and Other Doctors On-line at www.penrynsurgery.co.uk. To use this service, you will We are a training practice which means we have a GP registrar need to obtain a password from our reception team; (photo id must working with us for a year at a time. The registrar is a fully trained be shown, to obtain a username and password) doctor with several years of wide ranging experience working in By post or in person (there are repeat prescription letter boxes in hospital before coming to general practice. The registrar year is all our premises) please supply a written request or clearly generally the final step before seeking a permanent post as a GP. marked prescription counterfoil From time to time you may be offered an appointment with a locum. There are also times when we have medical and nursing students Telephone Ordering of Repeat Prescriptions sitting in with the doctor - if you would rather be seen alone please do not hesitate to say so. At Penryn : 01326 371421 after 10.00 am Monday-Friday

Practice Nurses At Stithians : 01209 860170 after 09.00 am Monday-Friday

We have a team of 10 Practice Nurses and 4 Health Care Assistants At Mawnan Smith : 01326 250861 Monday-Friday led by Heather Pascoe. Our practice nurse team consist of Heather Pascoe, Rosie Lawrence, Jill Stephens, Becci Keast, Sue Young, Please telephone during opening hours to order your medication. Sue Pentecost, Patricia Rooney, Gemma Watt and Jenny Tregenza.

The practice nurse’s responsibilities include general nursing such as Emergency Contraception routine injections, travel advice and inoculations, dressings and follow up of injuries, removal of sutures, ear syringing and The practice is able to provide emergency contraception. Patients telephone advice on minor illness. They also hold clinics for asthma, who need emergency contraception should make an urgent aural hygiene, coronary heart disease, diabetes, prostatic appointment with the doctor or one of our Pharmacists at the Surgery assessment, spirometry, eldercare, cancer care and well person. or at Hendras Market St Pharmacy within 72 hours of unprotected sexual intercourse. This service is free to patients under 25 years. Health Care Assistants Patients over 25 years will be charged a fee for this service. If you require an emergency coil removal, fitting and are unable to obtain Our Health Care Team consist of Jacqui Parsons, Hannah Wilson, an appointment at the surgery you can call THE HUB in Truro to make Ann Kerr and Julie Warren. You can make an appointment with them an appointment on 01872 255044. for your blood tests, ECG’s and Blood Pressure readings. Long Acting Reversible Contraception Chaperones Contraceptive Implants and injections are available to patients The doctors and nurses at the surgery are acutely aware of the through consultation and assessment by a doctor. The contraceptive difficulties faced by both their patients and themselves when injections should be repeated every 12 weeks. Patients must carrying out intimate examinations in the consulting room. Please remember to make their appointment in advance of their repeat time, do not be afraid to request a chaperone to be present in the room, please advise reception that you need to have your appointment on a we will not be offended. specific date with the practice nurse.

Pharmacy and Dispensing The Managers Penryn Surgery have a partnership with Hendras Pharmacy and can Business Manager Mark Taylor, Practice Manager Emma Berry and provide pharmacy and dispensing services to our Penryn Surgery Site in Assistant Manager Angela Adams are responsible for the day to day addition to pharmacy services from Hendras Pharmacy, Market St, running of the practice - anything non medical. They will be able to Penryn. All our patients can obtain their medication from our pharmacy help you with any administrative problems you may have. or branch surgery dispensaries. The Receptionists Our pharmacists can offer advice on medication, provide over the They answer all incoming phone calls to the surgery, deal with all in- counter sales of medicines, vitamins and mineral supplements and coming enquiries and are available Monday—Friday 8am-6.30pm. advise on medical requirements for travellers including anti-malaria Their job is very demanding so please be patient with them. treatment. Our pharmacists can also be consulted on a range of Minor Ailments, Prescription Clerk listed below, which may save you a trip to the GP. We have a prescription desk where all medication orders and queries

can be dealt with. This service is available Monday—Friday 10am-3pm. Pharmacy Minor Ailments The Prescription clerk can be contacted directly on 01326 371421 Conjunctivitis, Cystitis, Impetigo, Nappy rash and Emergency

Contraception. They can also advise on medication which may also save you a trip to the GP. The Admin Team This team type the referrals and other letters, update the computer If you live more than a mile from a chemist you can apply to collect your records with information, scan letters, keep the records in order and medication from our dispensary. For patients living in Mabe, Mylor, help us keep our quality targets up to date! Rame, Perranwell and Ponsanooth, we offer a delivery service to a local Community (District) Nursing post office. Please ask for a form from Penryn Surgery pharmacy . Once this has been completed any prescription requested before 2 pm will be Simon Pamphilon leads the team of up to 6 nurses. Our community ready at your local post office after 4.30pm two working days later. nurses provide nursing care and advice to patients who are housebound due to illness or infirmity, and to patients recently discharged from hospital. They can be contacted through the receptionists at Penryn. You can help us by Community Matron Making sure you have not run completely out of your medication before ordering more. If ordering on a Friday make sure you have enough to Samantha Mullins is our Community Matron who provides expert last until Wednesday. advice to patients with various long term conditions. She works with the doctors and community nurses to maintain care for these patients. Make sure you clearly identify the name and strength of the medication you require. Ideally keep hold of the counterfoil from your last prescription and use this for your next order. Social Services Social Services help with all kinds of social problems. Their teams Please enclose a stamped addressed envelope if you require us to send include homecare organisers, social workers and occupational your prescription back to you. therapists. Social services can be contacted on 0300 1234 131.