WWeellccoommee ttoo CChhuurrcchh LLaannee SSuurrggeerryy aanndd DDyymmcchhuurrcchh SSuurrggeerryy

1

This booklet is a guide to the full range of services both practices offer.

We hope you will take the time to read it.

January 2015 Edition

2 THE PARTNERS

Dr R F Cullen MB BS MRCGP PGDip.ENT Dr A S Quastel MB BS

SALARIED GENERAL PRACTITIONERS

Dr Haseena Iqbal MBBS DRCOG MCEM MRCGP

PRACTICE MANAGER

Mrs Ann Allaway

SENIOR RECEPTIONISTS

Church Lane Surgery Jackie Rogers Dymchurch Surgery Dawn Waddell

NURSE PRACTITIONERS

Gay Towndrow, Corinne Moran and Katie Wickens

NURSING TEAM

Sister Norma Hooper – Senior Nurse. Sister Karen Swoffer Sister Sam Parsler. Sister Karen Taylor

HEALTH CARE ASSISSTANT’S.

Linda Taylor Frances Taylor Phlebotomist, Debra Hughes

3 The Practice is supported by Community District Nurses, a Counsellor, Chiropodist, Midwife and Health Visitors.

THE PREMISES

Both surgeries are accessed just off the High Streets, within close proximity of bus stops and chemists.

Both surgeries have a disabled parking bay.

Church Lane Surgery is located in Church Lane just along from St Nicholas Church.

The Surgery at Dymchurch is located in Orgarswick Avenue next to the Village Hall.

4 CHURCH LANE SURGERY Opening Times

. Monday 8.30am – 6.30pm . Tuesday 8.30am – 6.30pm . Wednesday 8.30am – 6.30pm . Thursday 8.30am – 6.30pm . Friday 8.30am – 6.30pm

OUT OF HOURS

Telephone:

NHS Service: 111 – Free from Landline and Mobiles.

5

DYMCHURCH SURGERY Opening Times

. Monday 8.30am – 6.30pm . Tuesday 8.30am – 6.30pm . Wednesday 8.30am – 5.00pm . Thursday 8.30am – 6.30pm . Friday 8.30am – 6.30pm

OUT OF HOURS

Telephone

NHS Service: 111 – Free from Landline and Mobiles.

6

TELEPHONE INFORMATION

Church Lane Surgery and Dymchurch Surgery now have their own telephone number.

When you dial you will be offered a choice of options to help us deal with you call effectively:

Press 1 for Appointments

Press 2 for Home Visits (Available between 8.30 am – 11 am, Monday to Friday)

Press 3 for Test Results (Available between 2 pm – 4 pm, Monday to Friday)

Press 4 for Prescription Enquiries (Available between 10 am – 2 pm, Monday to Friday for Church Lane Surgery) (Available between 9 am – 1 pm, Monday to Friday for Dymchurch Surgery)

Press 5 for Medical Emergencies

Press 6 for Telephone Consultations (Please refer to Page 26 for further information)

7

HOW TO MAKE AN APPOINTMENT

Monday - Friday Mornings Book on the day: Appointments available from 9am

Monday and Friday afternoons Book on the day

Tuesday, Wednesday and Thursday afternoons Pre-bookable appointments only

The above applies to book Doctors and Nurse Practitioner appointments

Emergency only appointments will be Monday to Friday afternoons with the duty doctor.

All appointments with the Nursing team must be pre booked. There are a limited number of urgent slots available on the day.

This is to meet the growing demand of patients needing to be seen

Blood Tests are taken in the mornings only between 8:30am - 12:30pm.

Appointments can also be booked ‘on line’ at www.churchlaneanddymchurchsurgery.nhs.uk

* Please cancel any appointments ‘booked’ that are NO LONGER required – even at very short notice, Thank you.

8 EMERGENCY SURGERY

Every afternoon the Doctor ‘on call’ holds URGENT, on the day emergency surgery, for Medical Emergencies.

These surgeries alternate between Church Lane Surgery and Dymchurch Surgery.

Please note: These are bookable only after 12 noon.

The surgeries are there to help you, our patients, in a wide range of family health services, including:

 Advice on health problems  Vaccinations  Examinations and treatment  Prescriptions for medicines  Referrals to other health services and social services

We also provide family planning/contraception services, NHS Health checks immunisations, screening services; such as smear tests and well person checks.

It is important that you attend your appointment, or notify the surgery if you have to cancel or change it.

9 PRACTICE AREAS

Church Lane Surgery accepts patients from , Greatstone, , Littlestone, on Sea, , and St Marys Bay.

The Surgery at Dymchurch accepts patients from , Dymchurch, Ivychurch, Newchurch, St Marys Bay and .

If you have a problem registering with a surgery in the area, please contact Primary Care Agency on telephone number: 0113 8248526

REGISTRATION

To register with the practice, patients need to come into the surgery and complete the new registration pack.

Please remember to bring a copy of your medications with you.

IF YOU CHANGE YOUR NAME AND ADDRESS

Please notify the surgery as soon as possible of any change of name or address; changes of address forms are available from the surgery. Could you please include your postcode and telephone/contact number. In an emergency this may be vital.

If you are ex-directory and are concerned about divulging your telephone number, we can assure you that this is required for surgery purposes only.

10 RECEPTIONIST

The receptionist is here to help you. Please register your arrival for your appointment on the checking-in machine situated in the waiting room. Questions regarding repeat prescriptions, appointments and other administrative problems should be discussed with the receptionist.

A – Z OF CLINICS AND SERVICES

APPOINTMENTS: (Page 8)

CHIROPODIST appointments are available for diabetic patients only and are made via the specialist nurse.

COUNSELLOR referrals can be made through the doctors or nurse practitioners.

DISTRICT NURSES are attached to the practice and will provide nursing care as arranged by your doctor or hospital. Messages can be left at the surgery for the District Nurses.

HEALTHCARE ASSISTANTS are available by appointment only, in the mornings to take blood samples and some afternoons for blood pressure checks, minor dressings and new patient medicals.

MIDWIFE and HEALTH VISITOR are based at New Romney Children’s Centre, Craythorne Lane, New Romney, for Church Lane patients, and Dymchurch Children’s Centre, Dymchurch Primary School, for Dymchurch patients .

NURSES with a special interest also run clinics for patients living with some chronic or long term illness, i.e. Asthma, Diabetes, Heart

11 Disease and Cancer. Appointments are sent to patients via the specialist nurse. We also offer the NHS Health Checks. These are usually by invitation.

NURSE PRACTITIONERS A nurse practitioner is a qualified nurse who has undertaken advanced education and training in the assessment and treatment of patients suffering from a wide range of common or minor illnesses. If necessary a nurse practitioner will arrange investigations, provide prescriptions and make referrals to other health professionals. They may also refer patients to the doctor if appropriate.

PHYSIOTHERAPIST appointments are made via the doctor.

PRACTICE NURSE is available by appointment only. Their care involves injections including baby immunisations and travel vaccines. major dressings, smears, ear syringing, ECG’s etc.

H.C.A. The health care assistant is available by appointment. Their duties include blood tests, blood pressure checks ECG’s and minor dressings.

NHS health checks are undertaken by the nursing team.

BLOOD TEST, URINE TEST AND X-RAY RESULTS

Following your blood test you need to contact the surgery in about 7 – 10 days to obtain the result.

For Church Lane Surgery please ring 01797 364756 between 2 pm and 4 pm Monday to Friday.

For Dymchurch Surgery please ring 01303 872293 between 2 pm and 4 pm Monday to Friday.

12 U R I N E S A M P L E S

Please return urine samples to the surgery before 1.00pm Monday to Friday for collection by the hospital.

COMPLAINTS/QUERIES

The Practice takes all complaints and suggestions very seriously and will deal with them as quickly as possible. We strive to give the patient the best possible care and attention and if you are unhappy with our service, or have any suggestions, please let the receptionist know or ask to see the Practice Manager, who will be happy to discuss this with you.

HOME VISITS

All requests for home visits should be made to the surgery BEFORE 11am if possible.

The receptionists will ask for full details to enable us to plan the doctor’s visits. These are for patient who are seriously ill and cannot attend the surgery, such as terminally ill or bed-bound, frail, elderly patients.

Children with fever or diarrhoea and vomiting should be brought to the surgery.

If your home is difficult to find (e.g. does not have a number) please leave directions for finding it.

Please try to attend the surgery as the doctor can see many more patients at the surgery in the time it takes to attend to one patient at home.

13

IMMUNISATION General Considerations and UK Schedule

CHILD HEALTH SURVEILLANCE / IMMUNISATION

The doctors are authorised by the Trust to undertake the developmental assessment and immunisation under fives. All appointments are sent via the surgery. The Health Visitor can be contacted via New Romney Health Centre on 01797 246600.

UK 2014 Immunisation Schedule AGE Immunisation given….. Two months old Diphtheria, tetanus, pertussis, polio and Haemophilus influenzae type b (Hib) Pneumococcal disease Rotavirus (from July) Three months old Diphtheria, tetanus, pertussis, polio and Hib Meningococcal group C disease (MenC) Rotavirus (from July) Four months old Diphtheria, tetanus, pertussis, polio and Hib Pneumococcal disease Between 12 and 13 months Hib/MenC old – within a month of the Pneumococcal disease first birthday Measles, mumps and rubella (German measles) Three years four months Diphtheria, tetanus, pertussis and polio old or soon after Measles, mumps and rubella Girls aged 12 to 13 years Cervical cancer caused by human old papillomavirus types 16 and 18 (and genital warts caused by types 6 and 11) Around 14 years old Tetanus, diphtheria and polio MenC†

14

Travelling?

The above schedule is for residents in the . However if you are travelling abroad it may be wise to be protected against local infections if immunisations are available. It is recommended that you collect a Travel Health Questionnaire from reception at least 2 months prior to the anticipated departure. The Practice Nurse will then contact you with advice on what immunisations you will need and make an appointment for the injections to be given.

Special risk groups

Further immunisation in the United Kingdom is recommended for the following: . Influenza – recommended yearly to those who suffer from bad chests (for example asthma, chronic bronchitis etc), heart disease, kidney disease, diabetes and those who are elderly. . Pneumonoccus – is considered for people over the age of 2 who are more likely to get this infection. This includes those who have had their spleen removed or have a non- functioning disease, liver disease, diabetes and those who have HIV infection. . Hepatitis B – is considered for people who are of increased risk of Hepatitis B because of their occupation or lifestyle. . Adults – some adults are not fully immunised against polio and tetanus. These immunisations were first introduced into the UK in the late 1950s. If you were born before then you might not have received full protection from these illnesses. Your practice nurse will be able to advise if you are unsure.

Who should NOT receive immunisation? There are very few reasons why children should not receive their full course of immunisations. Immunisations are generally safe and effective.

15 LOCUM DOCTORS

When one of the partners is away on leave, it may be necessary to call on the services of a locum doctor to ensure the high standard of care. If any queries arise from seeing a locum doctor please raise it with the Practice Manager.

MEDICAL EMERGENCIES

Accident & Emergency (A&E) or 999: When emergency care is needed for serious injury or illness, you should get medical attention by either taking the patient to the nearest Accident & Emergency Department or by phoning 999 and asking for the ambulance service. An emergency is a critical or life threatening situation such as:

 Loss of consciousness  Heavy blood loss  Suspected broken bones  Persistent chest pain for 15 minutes or more  Difficulty breathing  Overdose, ingestion or poisoning

Remember to keep calm, do everything you can to help the person but do not put yourself in danger and do not give the person anything to eat, drink or smoke.

The doctors and nurses in the Accident & Emergency Departments are equipped to deal with serious injuries and illnesses, not routine and minor ailments.

NON N.H.S. SERVICES

The doctors are able to perform private medicals for such things as HGV, reports for insurance claims and other services which do not form part of their NHS work. These are subject to a fee. Medicals

16 are not carried out during routine appointments and arrangements need to be made with the receptionist.

Forms (BUPA/PPP), passport applications (please ask receptionist for details), etc, can be left for completion by the doctor. The doctor may request you to make an appointment and some are subject to a fee. The receptionist will advise you when the form is ready for collection, so please leave contact details.

OUT OF HOURS COVER

The out of hours commitment of the practices are handled by the 111 service. The 111 service have a permanently manned switchboard to receive emergency out of hours calls from patients. Doctors and nurses are available during the out of hours times to offer advice and when necessary to see patients at an emergency surgery or to visit patients at home.

Call 111 free from Landline and Mobile telephones.

We hope you will use this service only in cases of an emergency and please inform us of any difficulties that you experience with the service.

PATIENT RESPONSIBILITIES

. Please provide as much notice as possible if you are unable to attend your appointment.

. Please understand that some patients may need a longer consultation time than the ten minutes normally allocated

. Please turn off your mobile phone when entering the surgery

17 . Physical or verbal abuse of practice staff will not be tolerated and will be reported to the practice manager who will log all incidents. All physical abuse on any member of staff will be reported to the Police and the patient will be immediately removed from our practice list.

. Smoking is forbidden on surgery premises.

PATIENT RIGHTS

. Confidentiality will be upheld

. Mutual respect for each other abiding to our Equality Mission Statement

. We will deal with complaints and minor grievances swiftly and satisfactory

. We will provide a safe clinical environment

. Equipment used in the surgery will meet current safety standards

. To request a chaperone

. Facilities available for patients with special needs. The surgery conforms to the Disability Discrimination Act.

. The practice conforms to The Freedom of Information Act

18 REPEAT PRESCRIPTIONS

All patients will be given a computer printout of their entire repeat medication. Please use this to re-order your medication by ticking the items you require and returning the printout either in person or through the post to the surgery.

Prescriptions must be in surgery by 10.30 a.m. to be included in that days’ workload. Please give 3 clear working days notice for your prescription to be generated. We have the facility for sending prescriptions to the chemist of your choice.

Prescriptions may be requested 14 days prior to due date. If an item is requested prior to this, a valid reason must be given (going on holiday etc) or it will be rejected by our system. In this case, a ‘too soon’ attachment will be added to your repeat telling you that an item is being requested too soon. This will either be returned to your allocated chemist or kept at the surgery with your prescription.

Alternatively you can order your ‘Repeat’ medication electronically via our surgery website. Please make sure you register for this service by either visiting this link: https://patient.emisaccess.co.uk/Account/Login or contacting the surgery. You will then be issued with your own unique PIN number to access the service. This service should only be used to order regular repeat medication.

SICKNESS CERTIFICATES

NHS doctors certificates (form Med3) are not issued unless an illness lasts for more than seven days. Your employer may however require you to complete a self certification (form SC2) which is available from your employer.

Only GPs can issue Med 3 forms.

19 SUGGESTIONS

We want to provide a good service to our patients and therefore welcome any suggestions / comments you may have to improve our service. The surgery has a Patient Participation Group who are Representative of our patients, so ideas and suggestions can be received and responded to directly:  email to: [email protected]  comment on our website  or written and placed into suggestion box in the surgery.

Although we try our best to be helpful, we do appreciate that occasionally a misunderstanding can occur.

If you have a cause for dissatisfaction please speak to the Practice Manager. With mutual understanding and co-operation we hope to maintain a good relationship with our patients.

20 PATIENT NOTICE Access to Medical Records and Data Protection Act 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 help us ensure the NHS runs efficiently is able to plan for the future, train its staff, pay its bills and account for its actions. Information may also be needed to help educate tomorrows 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 and Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain any clinical information.

You have a right to access your own health records.

Everyone working for the NHS has a legal duty to keep information about you confidential.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you.

We only ever use or pass on information about you if people have a genuine need for it and it is in everyone’s interests. The sharing of some types of very sensitive, personal information is strictly controlled by law. 21

Anyone who receives information from us is also under legal duty to keep it confidential.

22 SELF CARE

A well stocked medicine chest will help you treat many everyday illnesses and minor ailments at home. For example, a small supply of Paracetamol or Ibuprofen (available as syrup for children) and other remedies will help you treat common ailments such as coughs, colds, sore throats, indigestion, toothache, headaches and constipation.

You can also ask the pharmacist (chemist) who is an expert on medicines and how they work. They can also offer advice on common complaints such as coughs, colds, aches and pains and other health issues, such as healthy eating and giving up smoking. They can help you decide whether you need to see a doctor. You can talk to pharmacists in confidence – even about the most personal symptoms and you do not need to make an appointment.

23 A – Z of Self Help and Helpful Information

. Alcohol In small quantities alcohol can be beneficial to health but you should be aware of the safe limits per week. Men can have up to 28 units and women 21 units per week spread over the course of that time. When you are consuming alcohol try to drink plenty of water to help your body deal with the effects of alcohol consumption.

. Back Pain Back pain causes 13 million working days to be lost in Britain each year. The spine supports the whole weight of the body so it is understandable that it sometime goes wrong. Because of the complex nature of the spine it is advisable to contact the doctor if the back pain persists for more than a few days. If the pain has been caused lifting heavy weights etc, be sensible and take things easy. Take Paracetamol which will not only relieve the pain but will help relieve the inflammation. Take care to sit as upright as possible with support for the small of the back. If symptoms persist contact the doctor who may prescribe you stronger painkillers or physiotherapy etc.

. Bedsores Bedsores are easier to prevent than cure. They are caused by prolonged pressure to certain parts of the body when lying in bed for long periods. They can be prevented by encouraging the patient to shift position as often as possible. Take care to smooth out the creases in the bottom sheet to avoid irritation. If red marks appear at pressure points such as heels, elbows, buttocks and hips, inform the doctor before they get worse.

. Chickenpox The rash appears as small red patches with small blisters in the centre. During the next 3 or 4 days, further patches will appear and the earlier ones will turn crusty and fall off. The rash is itchy and fever may occur. Calamine lotion and Calpol give relief.

24 . Cold and flu like symptoms There is no known cure for the common cold. Go to bed and take plenty of drinks. If you have a headache or are feverish, take Paracetamol. Antibiotics do not have any effect.

. Diarrhoea or Gastroenteritis Gastroenteritis describes a group of diseases affecting the stomach or part of the intestine. Symptoms are often diarrhoea, sickness and stomach ache. Because the lining of the stomach is likely to be inflamed, food and medicines are often vomited up. These should therefore be avoided and large quantities of water, cordials or squashes should be sipped but not milk. Consult the doctor if symptoms persist for more than 48 hours. In young children and babies use oral rehydration fluids which are available from the chemist and consult the doctor is symptoms last for more than a day or are particularly severe.

. German Measles (Rubella) A rash appears during the first day and covers the body, arms and legs in pink patches. It is infectious from 2 days before the rash appears and up to about 7 days afterwards. It can be harmful to the unborn child, it is therefore important to inform all contacts especially anyone who is pregnant, so they may contact their doctor for advice. All children should be immunised by the MMR vaccine at about 18 months.

. Headlice These prefer clean hair and are not a sign of poor hygiene. Medicated head lotions and combs are available from the chemist.

. Healthy Diet Eat plenty of fresh fruit and vegetables. Cut your fat intake by eating lean meats and using low fat spreads or cooking oils. Choose wholemeal bread, pasta and rice. Try replacing chocolate and sweets with nuts and dried fruit. Drink at least 2 pints of water a day. Reduce your salt intake and try not to overcook vegetables.

25 . High temperatures If a child has a high temperature, remove all clothing and cool the skin by sponging with tepid water. Give small amounts of water to drink often. Give Calpol. If temperatures remain high consult the doctor.

. Insect bites and stings Antihistamine tablets can be obtained from the chemist and will usually help relieve the symptoms. Please note: Bee stings should usually be scrapped away rather than plucked in order to avoid squeezing the contents of the venom sac into the wound.

. Measles This usually can cause a high temperature, cough and sore eyes. The rash is red and blotchy and appears on the face and body. It is contagious from 2 or 3 days before the rash appears and up to 10 days afterwards. MMR can prevent this.

. Minor cuts and grazes Wash the wound thoroughly with a little antiseptic solution. To stop the bleeding apply a clean dressing or cloth firmly to the wound for about 5 minutes. Cover with a clean dry dressing if needed.

. Mumps A painful swelling of the gland in front of one or both ears occurs. The patient is infectious from 2 or 3 days before swelling appears until abut 8 to 10 days afterwards.

. Nose bleeds Sit in a chair leaning forward with your mouth open and pinch your nose just below the bone for approximately 10 minutes, by which time the bleeding should have stopped. If symptoms persist consult the A&E Department.

. Smoking Giving up smoking is all about motivation. Every cigarette you smoke can shorten your life by an average of five and a half minutes.

26 Set a date in the future when you are going to stop and tell all your friends so they can support your decision. Plan that day carefully to avoid situations which may tempt you to have a cigarette and keep yourself busy. Put the money that you would usually spend aside so that you can treat yourself. If you have tried everything and still want to give up consult your local pharmacist or the doctor for extra help.

. Sunburn Treat as other burns with cold water to remove the heat. Calamine lotion will relieve the irritation and Paracetamol will help relieve the heat. Children are particularly susceptible to sunburn; a high factor suntan lotion should always be applied before playing in the sun.

27

USEFUL CONTACTS

Buckland Hospital 01304 201624

Royal Victoria Hospital 01303 850202

William Harvey Hospital 01233 633331

Kent & Canterbury Hospital 01227 766877

Social Services 01303 253476

NHS England 03003 112233 (Enquiries and Complaints in Primary and Secondary Care)

Patient Service Centre for East Kent Hospitals (appointments/queries) 01227 868686

Walk-in Centre (Minor Injuries Unit) Royal Victoria Hospital, Radnor Park Avenue, , CT19 5BN. Tel: 01303 854494 Opening times: 7.00 a.m. - 10.00 p.m. Monday – Friday 9.00 a.m. – 10.00 p.m. Weekends/Holidays

Hospital Opening Times for Routine Blood Tests William Harvey Hospital, Ashford – Call 01233 616060 between 11am – 4pm Mon – Friday. Opening hours for blood tests are Mon – Friday 8:45am – 4:30pm

Royal Victoria Hospital, Folkstone – Call 01303 854484 between 10:30am – 12pm or 4pm – 5pm. Opening hours for bookable appointments are 8:30am – 2pm Mon - Friday. Appointments after 2pm Mon – Friday or Saturday mornings 9am – 12pm DO NOT REQUIRE APPOINTMENT.

28 All patient services are overseen by:

NHS South Kent Coast Clinical Commissioning Group District Council White Cliffs Business Park Whitfield Dover Kent CT16 3PJ

Tel: 03000 424 700

Email: [email protected]

Web: www.southkentcoastccg.nhs.uk

Complaints about commissioning decisions by any of the CCGs should be sent to:

KMCS Kent House 81 Station Road Ashford TN23 1PP

E: [email protected]. T: 03000 424244

Enquiries and complaints about primary care and specialist healthcare commissioned by NHS England should be directed to NHS England at [email protected] or on 03003 112233.

29