Useful Contact Information WOODBURY SURGERY Woodbury Surgery 01395 232509 Fulford Way, Woodbury, Exeter, EX5 1NZ Exmouth Hospital 01395 279684 Budleigh Salterton Hospital 01395 442020 Royal Devon & Exeter Hospital 01392 411611 NHS Walk-in Centre , 21 Sidwell Street, Exeter 01392 284983 NHS Walk-in-Centre, Bedford St, Exeter 01392 276892 Registrar of Births, Deaths & Marriages 0845 1557002 East Devon District Council 01395 516551 Care Direct 0845 155 1007 Travel Health Consultancy, Southernhay West, Exeter 01392 430590
PALS: The Patient Advice and Liaison Service 0300 123 1672 or Opening Hours 01392 267665 FREPOST EX184
County Hall Our Surgery, Dispensary Topsham Road and telephone lines are open from Exeter EX2 4QL or Email: [email protected] 8.30 am to 1.00pm and 1.30pm to 6pm NHS Northern Eastern and Western Devon Clinical 01392 205 205 or Mondays to Fridays 0845 140 5005 Commissioning Group Fax: 0845 140 4046 We are closed on Saturdays, Sundays and Newcourt House Bank Holidays Old Rydon Lane Exeter Telephone Number: 01395 232509 Devon EX2 7JU OUT OF HOURS Dial 111 Email: [email protected]
Health advice and information: Call NHS 111 Dial 111 from landline
or mobile free of charge. 12
We are a small and friendly surgery located in the beautiful East Devon village of Woodbury, on the edge of Woodbury Common. This is a mainly rural area and we serve a number of surrounding villages (see map below). We take pride in maintaining the traditional values of General Practice established by our predecessors, whilst delivering the highest standards of modern healthcare in a supportive and friendly environment. Woodbury Surgery We look after around 3,600 registered patients with our numbers swelling a little in the summer due to visitors. We are fortunate to have an on-site dispensary and can dispense medicines directly to many of our patients. Medical Students All patient areas including the parking area allow full wheelchair access. We are a recognised teaching practice and we would ask that you be A hearing loop is available at the reception desk. sympathetic if you are asked to see a student doctor or nurse initially. However We welcome new patients we do recognise that sometimes this may not be appropriate. You do of course have the right to decline, and your refusal will not affect your healthcare in any way.
Zero Tolerance We are committed to maintaining a safe and supportive environment for our patients, visitors and staff, and we ask for your full co- operation in achieving this. We will not tolerate either threatened or actual verbal or physical abuse. Should our staff be subjected to any form of abuse, the Practice will strongly support them in seeking appropriate redress. In such circumstances, the Practice may be unable to treat the patient. Our policy has the full support of NHS England and Devon and Cornwall police.
Complaints We always try to give you the best service possible, but there may be times when you feel this has not happened. Please allow us to look into, and endeavour to put right, any problem you have identified or mistake that has been made. If you wish to make a comment, complaint or suggestion please, in the first instance, telephone, speak to or write to our Practice Manager. We will strive to resolve it swiftly. Our catchment area includes Woodbury, Woodbury Salterton, Clyst St Mary, Aylesbeare, Farringdon, Colaton Raleigh, Yettington, Otterton, East Budleigh, Lympstone, Ebford, Clyst St George, Marsh Green, Venn Ottery, Southerton, Hawkerland, part of Exmouth, part of Newton Poppleford, Sowton and Topsham
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Data Protection and Data Sharing The Doctors Wherever your personal information is held, whether on paper or on computer, it is maintained in accordance with the Data Protection Act and Access to Medical Rec- ords legislation. How your information is used is controlled by law and strict rules Dr Elizabeth Crawford MB ChB (Liverpool), DRCOG, MRCGP are in place to protect your privacy. All staff are legally bound by the same rules of Dr Elizabeth Acheson MB ChB (Birmingham), MRCGP, DRCOG, DFFP confidentiality as doctors and nurses. To support your treatment and care, identifia- ble information about you is shared with others (on a need-to-know basis) in: Dr Matthew Harris MB ChB (Edinburgh)
providing further medical treatment eg hospitals, community nurses accessing additional services eg. Social Services (this requires your consent) informing others where we have a legal obligation to do so eg child protection matters The Staff
The NHS Summary Care Record (SCR). contains basic information about allergies, In addition to the Doctors, the following people make up the Surgery Team adverse reactions to medications, and prescriptions. SCR is intended to be available for clinicians in A&E Departments and ‘Out of Hours’ services to help them provide Practice Manager: Linda Richardson safe and effective treatment. You have a choice about having a Summary Care Rec- ord; if you do not wish information about you to be shared in this way, please let us Practice Nurses: Tamsin Proud, Paula Davison know.
NHS “Care.Data” -Commencing in the spring of 2014, NHS England will introduce a Nurse Assistants Ruth Harris, Anna Jacques new national programme which will securely extract identifiable data from GP sur- geries’ computer records. The programme, Care.data, is intended to make better Receptionists: Mairead Timms, Sally Dye, Vivien Lake- use of health information to plan and improve services for patients. Extracted infor- Bullen, Anna Jacques, Susan Bird , Clare mation will include date of birth, postcode and NHS number but not name or ad- Jacklin, Janet Broughton and Nina Ellis dress. Non-identifiable information may then be used by others such as researchers and those planning health services. Dispensers: Sally Dye (Dispensary Manager),
Audrey Beresford, Laura Gilhooly, Teresa You have a choice. If you are happy for your information to be shared for Care.Data Hawkins, you need not do anything. If you do not want information that identifies you to be shared in this way please let us know and we will make a note on your record. Administrators/ Kim Angell, Alison Learnihan, Anna Jacques Coders: For more information go to www.hscic.gov.uk or read NHS England’s leaflet “How information about you helps us to provide better care”. A copy is enclosed and fur- ther copies are available at reception. COMMUNITY STAFF Sue Griffin and her team carry out nursing care in the Community Home Nursing Please note SCR and Care.Data are completely separate programmes. Opting out of one does not automatically exclude you from the other. Midwife: Laura Ford
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PATIENT GROUPS Repeat Prescriptions A repeat prescription is a list of medications that can be supplied to you without Friends of Woodbury Surgery (FOWS) seeing your doctor again. You will receive a “repeat slip” for any medicine that your FOWS is a support group that helps patients with transport, befriending, wheelchair doctor authorises for repeat issue. To obtain further supplies of those medicines, loans, outings and other needs. Their message is:“Volunteers are urgently needed! just tick those items which you need and hand in or post the slip to the surgery. We are a small and friendly organisation supporting the work of Woodbury Surgery by helping patients and their carers. As a volunteer you will be free to do as much or It is now also possible to request your repeat prescription items online. If you wish as little as you want. You could help by giving someone a lift to the surgery or local to use this service, ask us to register you for online services when you next come in hospitals, or by befriending, which gives a lonely person a lot of support and help and to the surgery. We will give you a user name and password. If you apply in writing of course does not need a car. Please do consider being a volunteer...” enclosing a stamped addressed envelope we can post you your log in details. For FOWS co-ordinator Nita Goffron can be contacted via reception. security reasons, we cannot give you your log on details over the phone. Once registered, you can log in at https://systmonline.tpp-uk.com Patient Voice: have your say Can you get involved on-line, 3-4 times a year? Are you able to access -e mail? Do In all cases you should allow at least 2 full working days (excluding weekends and you want to help shape our services and offer independent feedback? Bank Holidays) for preparation of your prescription items. This allows our If you answered “yes” to all 3 questions, then we would like to hear from you. We dispensers time to have them ready for collection (some drugs may not be in are recruiting patients to act as our “Patient Voice”. Volunteers will be invited to stock). Please do not telephone to request repeat prescriptions. This increases the possibility of mistakes and ties up the telephone lines. participate in confidential surveys (where your identity will be anonymous). Your participation will allow you to make suggestions on how our services develop and If you think you may need multiple prescription items over a period of time, please offer your opinion on existing services. Simply email [email protected] ask our dispensers about a Pre-Payment Certificate. to register your interest, marking your email “Patient Voice”.
Carers Our Services We provide a wide range of Caring for a friend or relative can be very demanding. If you are a New patient health checks services, with a strong carer please let us know. We offer Carer Assessments which provide an opportunity to talk about your needs and the needs of the person Asthma / COPD checks emphasis on preventative you care for. Devon Carers Link provides information on relevant topics like entitle- Counselling medicine and promoting ment to benefits and respite care, or simply someone to talk to when things get too good health much. There is no charge for these services. Further information is available from Diabetes checks Devon Carers on 08456 434 435 or www.devoncarers.org.uk or simply ask us for a Flu vaccinations leaflet.
Smoking cessation advice Privacy Child Health surveillance / Immunisations If you would like to discuss a query or problem with a member of staff in a quiet Healthy heart / coronary disease checks area away from the reception/dispensary please just ask. Weight management / health promotion advice
Minor surgery
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Travel Clinic Online Services Some travel vaccines are available under the NHS. These are diphtheria / tetanus / polio (combined vaccine), hepatitis A, typhoid and cholera. The NHS does not pro- Patients are now able to view, book and cancel GP appointments, and to request vide other travel vaccines or antimalarials. Travel advice and information is available repeat prescriptions via the internet. These services are available 24 hours a day. If at www.fitfortravel.nhs.uk and www.nathnac.org/travel. If you require non-NHS you wish to use these services just ask us to register you for online services when vaccines or advice about complex travel, you should contact a specialist travel clinic. you next come to the surgery. We will give you a user name and password which If you would like us to administer NHS vaccines please book an appointment 3 will allow you to log in to the website. months prior to travelling. Your schedule will depend on which countries you will be Home Visits visiting. Unfortunately we are unable to accommodate the last minute traveller. Home visits are appropriate only in certain circumstances. A home visit should only be requested if you are unable to get to the surgery due to ill health, and not Family Planning because of a lack of transport or other reasons. If you need to be seen and are too ill to come to the surgery, it is helpful if you ring us before 10.30am. Our We provide a full range of family planning services including preconception advice. receptionist will ask for enough details so that the doctor can assess the urgency of Please indicate if you need to be seen urgently for emergency contraception. the visit. We cannot guarantee which doctor will visit. Confidentiality is assured and prescriptions are free for contraception.
Maternity and Antenatal Services Telephone Advice Our doctors work in conjunction with Community Midwife and Health Visitor teams Should you need to speak to a doctor, nurse or a dispenser the best time to ring is to look after mothers before and after their babies are born. Ante-natal clinics are after 11am when our telephone lines are less busy. It is helpful to outline to the run weekly. Please ask the doctor or midwife about ante-natal classes. receptionist the reason for your call, to ensure your query is dealt with There is a nappy changer in the patient’s toilet, and if you need somewhere to feed appropriately. You can call NHS 111 free of charge from a landline or mobile if you your baby, a quiet place can usually be found. have a non-urgent medical query or would like information about another health related issue Screening Out of Hours Cervical screening, aortic aneurysm screening and retinopathy screening, are carried out here at the Practice. Eligible patients will receive an invitation to attend. At any time, day or night, a doctor will always be available to deal with urgent prob- Eligibility for each type of screening is determined by your age, gender and various lems. A message handling service is used between 6pm and 8am and during week- risk factors. ends and bank holidays. Telephone the normal surgery number for advice on how to access help when the surgery is closed. You may be asked to attend Exmouth Hospitals Community Hospital or a Treatment Centre. Our doctors work in the local Community Hospitals for those who need more care
If you encounter a medical emergency than can be given at home. We enjoy close working relationships with the Royal and need an ambulance at any time, dial 999 Devon and Exeter Hospital. Referral to a wide range of specialist services beyond Exeter is available when required. NHS Walk-In Centres Medicines NHS Walk-In centres offer convenient access to healthcare advice and treatment for minor injuries and illnesses. They don't replace GP or hospital services but are Woodbury Surgery is a Dispensing Practice. This means we are intended to complement existing local services. The Walk-In Centre at 31D Sidwell permitted to dispense medicines directly from our on-site dispensary to Street Exeter EX4 6NN is open 7:30-6pm Mon-Fri, 8:30-6 Saturday and 10-4 Sunday. to those patients who live more than one mile (as the crow flies) from a community pharmacy. 8 5
How to register: What we ask from you:
If you live within our catchment area and wish to register with us, just either call into We respectfully ask that you: reception to collect an application form, or alternatively you can download one from Keep your appointments and arrive on time. If you are unable to keep your our website. appointment please let us know as soon possible so that it can be offered to We do not currently accept applications online as we would rather meet you in per- someone else. If you are late for your appointment you may be asked either to son. You are welcome to drop in and check us out before you register. Feel free to rebook or to wait until the end of surgery. ask the receptionist if you have any queries. Keep us updated with your personal details. Remember to let us know if you We ask you to bring some documents with you when you register, to prove that you change your address or your home, work or mobile telephone numbers, in case are entitled to NHS services. we need to contact you. Our receptionists will ask for the following :- Park in the surgery car park immediately in front of the building. Do not block the residential parking bays or the road leading to the surgery. Permanent Patients Treat our staff with courtesy. It may not be immediately obvious why , for ex- Proof of identity, preferably passport or photo driving license ample a clinic runs late or why a member of staff is unable to fulfil a request. If Proof of your current home address (eg a recent utility bill or a bank statement you need clarification about something please ask. in your name) Cooperate with us as partners in your healthcare. Name and address of your last GP practice
NHS number if possible (if you are unsure of this ask your last GP practice) APPOINTMENTS Your previous address including postcode All clinics are by appointment only, the exception being on Monday mornings, when Temporary Patients there are usually two doctors available running an “open surgery” between 9am and 10.30am. Patients are seen in order of arrival. If you are a student, holiday visitor or temporary worker you can register with us for up to 3 months. Your main medical record remains with your usual GP, whom we Each day we reserve a number of appointments for any urgent problems that need will update with any medical issues. You will be asked to provide: to be seen that day. If you feel you need to be seen urgently contact us as early in Proof of your name/ identity the day as possible and tell the receptionist. We will try to ensure you are seen by the doctor of your choice, however he/she may not be available at short notice. Name and address of your usual GP practice We are now offering a limited number of early evening and early morning “Extended Overseas Visitors Hours” appointments . These are primarily aimed at improving access for working Limited free NHS services may be available to non-UK residents depending on the patients, though they are not exclusively for full-time workers. If you would like to country you come from. We can advise you regarding your particular circumstances. book one of these appointments please ask. Please note that our usual range of If you are not entitled to free treatment under the NHS we may offer to provide our administrative and dispensing services will not be available during these times. services on a private basis. Our receptionists will advise you about fees.
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