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WHERE WE ARE: The building at Elmham was built in the mid 1980s and has been extendextendeded to provide additional facilities. The practice offers spacious consultinconsultingg rooms for the GPs, nurses and for the extended attachedattached professionals. We are a dispensidispensingng practice situated in rural mid Norfolk,Norfolk, close to the market town of Dereham, serving the surrounding 30 villages.

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Swanton Morley Surgery has been open since May 2005. It isi s well used by patients in Swanton Morley and nearby villages. The nursesnurs es provide the majority of services at the surgery, only referring patients to a GP when necessary.

Acknowledgement - ©Multimap.com - 2005

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Revised April 2016 EEEmmmeeerrrgggeeennnccciiiieeesss::: 000111333666222 666666888222111555 website: www.elmhamsurgery.com

ELMHAM SURGERY OPENING & CONSULTING TIMES

Opening Times Mon, Tue, Thu, Fri - 8.30am – 6.30pm, Wed - 8.30am – 6.00pm USEFUL CONTACT NUMBERS Doctors Consulting Times Nurses Consulting Times Age UK Information, Advice & Support 0800 169 6565 AIDS Helpline Thursday 8.00pm – 10.00pm 0808 808 2468 Morning Surgery: 8.30am -11.00am Morning Surgery : 8.30am – 12.30pm Alzheimer’s Disease Society 01603 785230 Afternoon Surgery: 3.10pm – 5.30pm Afternoon Surgery : 2.00pm – 5.30pm Benefit Enquiry Line Information on all benefits 0800 882200 (Wed 5.00pm) Breast Care Imaging 01603 286727 Dispensary BUPA Private Health Care 0800 600 500 8.30am – 6.30pm (Wednesday 8.30am – 6.00pm) Careline Personal alarm network 01553 760671 Cancer Link 0808 8082020 SWANTON MORLEY SURGERY OPENING & CONSULTING TIMES Citizens Advice Bureau Free advice on all issues 01362 697 776 Opening Times Counselling Directory Database of UK Counsellors Mon, Tue, Wed, Thu, Fri – 8.30am – 6.00pm www.counselling-directory.org.uk 0844 8030 236 Childline 0800 1111 Doctors Consulting Times Nurses Consulting Times Crossroads Caring for Carers 0845 241 0968 Morning Surgery: 8.30am -11.00am Morning Surgery : 8.30am – 12.30pm Compassionate Friends 0845 123 2304 Afternoon Surgery: 3.10pm – 5.30pm Cromer & District Hospital 01263 513571 (Doctors clinics varyvary)))) CRUSE Bereavement Care 01603 219977 (Wed 5.00pm) Afternoon Surgery : 2.00pm – 5.30pm Dereham Hospital 01362 692391 (Wed 5.00pm) Heron Local information on support www.heron.nhs.net groups and voluntary services Dispensary Health Visitor 01362 654906 8.30am – 6.00pm Home from Hospital (British Support and practical help after 01603 426 361 WHAT TO DO WHEN THE SURGERY IS CLOSED Red Cross) hospital Kings Lynn Hospital (QEH) 01553 613613 In the event of an emergency out of hours PHONE: 111 MENCAP 01362 695300 If you require urgent medical assistance out of surgery hours and cannot wait Mental Health Advocacy Free independent confidential 01603 766890 until the surgery re-opens, please call the NHS 111 Service. Calls to the NHS Service support and information NHS Advice Confidential medical/health advice 111 111 service are free from both landlines and mobiles. Norfolk & Hospital 01603 286286 For life threatening emergencies please dial 999. NORCAS Alcohol Advice 01603 660070 Norfolk Carers Helpline Support for Carers 0808 8089876 THE PARTNERS Salaried GP’s (Crossroads) Dr Simon Hibberd Dr Kirstie Chen Norfolk Deaf Association 01603 404440 BM (Southampton) (1981) MRCP MRCGP DRCOG MMMBBSMBBSBBSBBS (((East(East AngliaAnglia)) (2007) NSPCC 0808 800 5000 Dr Simon CCarrollarroll Outlook Depression support 0161 9268480 PALS Patients advice and liaison service 0800 5874132 MBBS (Newcastle) (1991) BA FRCGP DRCOG DCH Dr Samita Mukhopadhyay MBBS (1987) Calcutta The Pension Advisory Service Advice on Pensions & Allowance 0845 6012923 Dr Abigail Brun Quit line How to stop smoking 0800 00 22 00 MBBS () ((2005200520052005)))) Rape Crisis www.rapecrisis.www.rapecrisis.org.ukorg.uk 01603 667687 Dr Alice GriffithsGriffiths----JonesJones Refuge – Women’s Aid www.refuge.org.uk 0808 2000 247 MBBChir (Cambridge) (2003) MRCGP Relate Relationship support 01603 625333 Samaritans 08457 90 90 90 The doctors work in partnership and consult patients at both surgeries Senior Line Free national advice line 0808 8006565

PRACTICE CHARTER THE MANAGEMENT TEAM

Judith WWoodood MSMSMScMS c MCSP Our Responsibility to You: NURSE PRACTITIONERS

We will treat everyone with dignity and respect, promote equal Joanna Mullineaux BABABA BScBScBSc (Hons) RGN Katie Osley BSc (Hons) RGNRGNRGN opportunities and eliminate all forms of discriminations regardless of Andrew Johnson BSc (Hons) RGN Jon Gardner BA (Hons) RGN race, nationality, disability, religion, gender or social status We will endeavour to maintain the highest standards of medical practice Louise LanghamLangham----HillHill BSc (Hons) RGN Rachel Clegg Trainee NP RGN at all times creating a fully inclusive and accessible service Philippa Roache RGNRGNRGN We will keep the consultation and your computer and written records Joanna, Katie, Andrew and Jon are our Lead Nurse Practitioners and are confidential responsible for the development and management of Swanton Morley Surgery, SeeSeeSeeingSeeing a doctor or nurse --- the standards we aim forfor:::: working in close partnership with Elmham Surgery. A Nurse Practitioner is an Urgent problems – A health professional on the same day. experienced nurse who has undertaken a specific course of study to enable Routinely – The doctor or nurse of your choice – within five of their them to see patients with undiagnosed problems. They are able to issue working days. medication where needed.

Your Responsibility ttoo Us: PRACTICE NURSES

We ask that you treat doctors and staff with courtesy and respect at all Alison Plumb RGNRGNRGN Clare Starling BSc RGNRGNRGN Karen Burton RGNRGNRGN times Jayne Heaver RGNRGNRGN Rebecca Bennett RGNRGNRGN Please tell us of any change of name, address or telephone number so that our records can be kept accurate The Practice Nurses are highly trained with particular interests and skills and Please give as much information as possible to the receptionist who is manage a number of health promotion clinics and work at both surgeries. For making your appointment to enable her to offer the most appropriate some problems, it may be more appropriate to see one of our practice nurses rather than a doctor. Their responsibilities include: appointment Please attend for review when asked before your next prescription is due Immunisations Asthma Management If you cannot keep an appointment please let us know as soon as Travel advice Diabetic Control possible; this may enable someone else to be seen Health checks for men and women Heart Disease Management If you are more than 5 minutes late for an appointment you may be Family planning advice COPD Management asked to rebook; in exceptional circumstances you may be seen at the Ear Syringing Cervical Smears end of surgery Advice on Healthy Living Minor Injuries The Practice has a NO SMOKING policy within the building Smoking Cessation Blood Pressure Checks We ask you to PLEASE SWITCH OFF YOUR MOBILE PHONE in the waiting Removal of stitches Dressings / Wound Management and consulting rooms HEALTHHEALTHCARECARE ASSISTANTS We operate a ‘Zero Tolerance’ Policy. This means the Practice will not Julie Robinson Natalie Coomber Sara Fletcher---Huggins-Huggins tolerate any violence or aggression towards our staff and will invoke our TTThThhheeee HHHeHeeeaaaalllltttthhhh CCCaCaaarrrreeee AAAsAsssssiiiissssttttaaaannnnttttssss aaararrreeee tttrtrrraaaaiiiinnnneeeedddd tttotooo uuununnnddddeeeerrrrttttaaaakkkkeeee aaa rrraraaannnnggggeeee ooofofff ddduduuuttttiiiieeeessss uuununnnddddeeeerrrr ttththhheeee right to remove abusive patients from our premises. sssupervisionsupervision of the nurses. They work at both surgerisurgeries.es.

PHLEBOTOMISTS Bev Cardew Rebecca Richardson DISTRICT NURSES THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE Based at Dereham Hospital and can be contacted via the surgery on NEEDED ARE: 01362 668215 OTHER HEALTH PROFESSIONALS ININCCCCLUDE:LUDE: giving you health care and treatment

Midwife/Health VisitoVisitorrrr Dereham Team looking after the health of the general public

Social Worker Titus McCready managing and planning the NHS. For example:

Admiral Nurse (Dementia Support) Zena Aldridge making sure that our services can meet patient needs in the Podiatrist (private ––– fee payable) Michael Cummings future

Health Trainer Cheryll McKay paying your doctor, nurse, dentist, or other staff, and the hospital which treats you for the care they provide

auditing accounts The Health Visitor Team is based at Dereham Hospital 01362 01362 692391 preparing statistics on NHS performance and activity (where steps (01362 654654654906 654 906 direct)direct). ... They work with individuals, families, groups and will be taken to ensure you cannot be identified) communities. They can see you at home, at the local surgery, clinic or as part of investigating complaints or legal claims a group and can help & advise on: helping staff to review the care they provide to make sure it is of Children’s Immunisation Community Services the highest standard Children’s Development 0-5yr Care of Infants training and educating staff (but you can choose whether or not Healthy Lifestyles Antenatal and Postnatal Care to be involved personally) nd th The Health Visitor Team holds clinics at Dereham Childrens Centre 2 and 4 research approved by the Local Research Ethics Committee. (If st Wednesday in the month 10.00am – 11.30am. Toftwood Village Hall 1 anything to do with the research would involve you personally, Thursday in the month 1.30pm-3.00pm. In addition there are self weigh scales you will be contacted to see if you are willing ) available at Dereham Childrens Centre which can be accessed Monday to Thursday 9.00am – 5.00pm and Friday 9.00am – 4.00pm. If you agree, your relatives, friends and carers will be kept up to date The Midwife visits Elmham Surgery on a Monday and also holds a clinic on a with the progress of your treatment. Thursday morning. For emergencies, contact Medicom on 01603 481222

If at anytime you would like to know more about how we use your HOW TO ARRANGE A CONSULTATION If at anytime you would like to know more about how we use your informinformationation you can speak ttoooo tttth hhheeee ppppe eeerrrrssssoooonnnn iiiin nnn cccch hhhaaaarrrrggggeeee oooof fff yyyyo ooouuuurrrr cccca aaarrrreeee oooor rrr To make an appointment with a doctor or nurse, please ring or call in to the contact The Management Team on 01362 668215. surgery as early as possible in the working day. You may consult any of the doctors. Non-urgent appointments can be booked in advance with a doctor of your choice

Please note that the average length of time of an appointment with the doctor or the nurse is ten minutes. You can help us to improve our service by telling us as soon as possible if you cannot attend for an appointment. We can then offer your appointment to another patient. THE PATIENT PARTICIPATION GROUPS These groups consist of patients of the Elmham and Swanton Morley Surgeries If you wish to speak to your doctor on the telephone, please leave a message and members of the practice team. Their aim is to foster good relations between with the receptionist before 10.30am. The doctor can then phone you back practice and patients. They meet every two months and discuss matters that when he or she is free. affect General Practice. The group will not discuss the interaction between a Chaperones patient and their clinician; the discussions relate to the administration of the Patients are entitled to have a chaperone present during examinations should practice in its contact with patients. For the Elmham Participation Group they wish. If you require a chaperone please inform the reception staff. Contact: Roger Thornley - Chairman or Ted Sansom, Secretary 01362 668734 HOME VIVISITSSITS and for the Swanton Morley Participation Group contact: Gina Eames Chairman, Please telephone the surgery 01362 668215 before 10.30am if possible. You Maggie Richards Vice-Chairman 01362 637566. will be asked for the patient’s full name and address, where the patient is to be seen, your telephone number and details of the patient’s condition. This PATPATPATIENTPAT IENT INFORMATION information will enable the visiting clinician to assess the priority of the visit. The Protection and Use of Patient Information Please ask for a home visit only if the patient is too ill to be brought to the We ask you for information so that you can receive proper care and treatment. surgery. We regret that lack of transport is not a justifiable reason. We do not We keep this information, together with details of your care because it may be normally visit children with minor illnesses. If you feel that the patient is too ill needed if we see you again. We may use some of this information for other to wait for the clinician’s normal rounds, please stress this fact to the reasons: for example, to help us protect the health of the public generally and receptionist on the telephone. Please try to attend the surgery whenever to ensure that the NHS runs efficiently, plans for the future, trains its staff, pays possible, as this is the best place for us to conduct medical examinations and its bills and can account for its actions. carry out any necessary tests.

Information may also be needed to help educate tomorrow’s clinical staff and to NEW PATIENT REGISTRATION PROTOCOL carry out medical and other health research for the benefit of everyone. New patients will be accepted only if they live within the practice boundary and Sometimes the law requires us to pass on information: for example, to notify a at the Partners’ discretion. If you are currently on long term treatment or birth. The NHS Central Register for & Wales contains basic personal medication you will need to book an appointment with one of the doctors to details of all patients registered with a general practitioner. The Register does ensure a supply of monthly prescriptions. not contain clinical information. REPEAT PRESCRIPTIONS You have a right of access to your health records Please allow 2 working days EVERYONE WORKING FOR THE NHS HAS A LEGAL DDUTYUTY TO KEEPKEEP INFORMATION Patients requiring regular prescriptions will be given a record slip which enables ABOUT YOU CONFIDENTIAL. them to re-order and a review date for a further consultation. Elmham Surgery treats all personal information it h olds about its patients as confidential. However, the Surgery works closely with a number of statutory external agencies A ‘Review DateDate’’’’ on your prescription means your doctor wants to review the including Social Services and other allied professi onals such as midwifery, health visitors treatment you are taking. You may need to make an appointment for this to be and community nursing and in exceptional circumstan ces, where necessary for the done. Please always check your review date and allow yourself enough time. medical wellbeing or safety of patients, personal i nformation may be shared between Such prescriptions may be requested and returned to dispensary, either in the Elmham Surgery and these other agencies. Where pra cticable such disclosures may be box provided, by post, by fax on 01362 668625 or via our online repeat discussed with those concerned. prescription form. Anyone who receives information from us is also under a legal duty to keep it confidential. Please note that we do not accept prescription requests over the phone, but If you have an enquiry phone 01362 668215 Monday – Friday between 8.30am – ACCESS 6:00pm (8:30am – 5:30pm Wed). For those who have to pay the current Both practices are designed for easy access by disabled patients. A wheelchair prescription charge please check with dispensary. is available and there are 2 tarmac parking spaces designated for disabled drivers and Emergency vehicles. Please do not block access to these spaces. Elmham Surgery and Swanton Morley Surgery are working with NHS Norfolk to reduce the expenditure on commonly prescribed drugs. The Cambridgeshire Prescribing Formulary is CCCOMMUNITYCOMMUNITY CAR SCHEME acknowledged as best practice. There are services available in , , , , VAN DELIVERY & COLLECTION SERVICE , Lyng, , , Swanton Morley and . Please contact the surgery on 01362 668215 for further details. Elmham Surgery and Swanton Morley Surgery operate a free home delivery and collection service for medication. Please allow 3 w3 workingw orking days for processing of prescriptions going to remote or home deliveriesdeliveries. We deliver and collect from the NHS SERVICES AVAILABLE ININ----HOUSEHOUSE Post Offices on TuesdaysTuesdays, Wednesdays and FridaysFridays, please see table below. The Contraception General Medical Advice service is available to all of our patients – if you pay for your prescriptions please Health Promotion Child Development send your payment with your repeat request. Any uncollected medications will be Immunisation Long Term Condition Care returned to the surgery. Please note that you can only collect your prescription Maternity care Minor surgery during Post Office opening hours.

Monday Tuesday Wednesday Thursday FriFriFriday Fri daydayday Foulsham Spar Shop Bawdeswell Stores North Elmham Gressenhall P/O NONNON----NHSNHS WORK AND COSTS P/O Swanton Morley Gressenhall Mileham P/O The NHS does not pay for some services. Sometimes you may be asked to pay a Lyng P/O Bawdeswell East Bilney S/ Morley Stores fee for the work that you ask the doctor to do for you. The fees are a guide Swanton Morley Billingford Hoe Longham recommended by the British Medical Association to cover work, which a family Elsing Broom Green St Nicholas Ct Swanton Morley Foxley North Elmham Swanton Morley Swanton Morley doctor is not normally required to do. Other services are available, please Dereham Guestwick Stanfield contact Reception on 01362 668215 for a list of our current charges. North Elmham Hindolveston Worthing Whissonsett Lyng ,Stibbard Twyford THE FRIENDS OF ELMHAM SURGERY CHARITABLE TRUST Wood Norton , Guist This is a registered charity and has three trustees, two of whom are independent North Elmham of the surgery, who ensure that money donated to the surgery is used for the

benefit of our patients.

COMPLAINTS & ENQUIRIES The practice has a complaints procedure run according to NHS Guidelines. If you wish to make complaints or have enquiries about any non-medical aspect of your care at the surgery, please contact The Management Team on 01362 668215 . They will be able to help you deal promptly with your enquiries and advise you on any further action which may be appropriate. We are always keen to provide the best service possible for our patients and we welcome any suggestions for the improvement of our care.