Who to contact when you need medical advice

Telephone NHS 111 'Call NHS 111 when its less urgent than 999' This is a free NHS telephone number (from both landlines and mobile phones) which you can call 24 hours a day, 7 days a week, 365 days a year. Confidential health advice and information. You should use it when: You need medical help fast but it's not a 999 emergency You think you need to go to A&E or need another NHS urgent care service You don't know who to call or you don't have a GP to call You need health information or reassurance about what to do next Your GP surgery is closed and you need advice on a medical matter www.nhs.uk/111

You can visit any pharmacist when you have a common health problem that does not require being seen by a doctor or nurse. Drayton Medical Practice

They can provide advice on common illnesses such as coughs and colds, including the best medicine to treat them. Drayton, and St Faiths Surgeries

Your nearest pharmacies are:  Drayton Pharmacy, Manor Farm Close, School Road, Drayton. Tel:01603 869029  Lloyds Pharmacy, School Road, Drayton. Tel: 01603 260350  Pledgers Pharmacy, 205 Holt Road, Horsford. Tel: 01603 893993

Telephone 01603 867532 Open Monday to Friday, 08.00-18.30 for:  Urgent medical attention (non-life threatening)  Illness and injury that will not go away Opening Hours Drayton Medical Practice  Ongoing chronic conditions  Doctors and nurses available, pre-bookable and urgent on the day appointments We are open from 08:00—18:30 Monday to Friday www.drayton-stfaiths.co.uk

Walk-in Centre Open 9am to 7pm, 7 days a week for when you can’t get to the GP Surgery. Tel 01603 611785 http://www.nplhealthcentre.co.uk/ Cromer Minor Injuries Unit—run by experienced emergency nurse practitioners who can independently see and treat all forms of minor injury.

They can see patients over 1 year old with: Minor head injuries (with no loss of consciousness); Simple wounds - Simple eye conditions, foreign body, corneal abrasions, arc eye; minor burns; soft tissue injury- bites and stings with no associated complications or acute reaction and simple fractures.

Cromer and District Hospital, Mill Road, Cromer, , NR27 0BQ Tel: 01603 646200 http://www.nnuh.nhs.uk/dept.asp?ID=103

Telephone 999—A&E departments should only be used in a critical or life-threatening situation. They provide immediate emergency care for people who show symptoms of serious illness or are badly injured such as: Unconsciousness; heavy blood loss; a deep wound or stab; a suspected heart attack or stroke; Telephone 01603 867532 difficulty breathing; severe burns; severe allergic reaction and suspected broken bones Your nearest A&E department is at; Visit our website www.drayton-stfaiths.co.uk Norfolk & University Hospital, Colney Lane, Norwich, NR4 7UY 01603 286286 www.nnuh.nhs.uk

Details of all NHS services can be found on the NHS Choices Website www.nhs.uk Patient Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the personnel Drayton Medical Practice working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

Introduction How to Complain

Drayton Medical Practice is a dispensing, urban/rural medical practice situated to the north of the city of We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person Norwich. The practice area includes the residential suburbs of Norwich and extends into the outlying concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a villages. To cover this area, there are three fully equipped surgeries: Drayton, Horsford and Horsham St few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint Faith. Nine doctors and a full compliment of the primary care team provide care for approximately 17 500 should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering patients registered with the practice. that you have a problem. You should address your complaint in writing to the Practice Manager (a form is available should you wish to use one). They will make sure that we deal with your concerns promptly and in the correct way. In 2014 Drayton & St Faiths Medical Practice and Horsford Medical Centre merged, the practice is now You should be as specific and concise as possible. called “Drayton Medical Practice”. Complaining on behalf of someone else

Drayton Surgery is the largest of the three surgeries and is the administrative hub for the practice. There is If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An a pharmacy located next to the surgery. has its own dispensary and Horsford has a authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) pharmacy located next to the surgery. of providing this. A Third Party Consent Form is available on request.

What we will do The doctors and the nurses at the practice work at multiple sites during the week and while we try to provide appointments at all sites, you may be required to travel to any of the surgeries if you wish to see We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working your regular doctor. days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it The Drayton Medical Practice has been involved in the training of general practitioners since the inception possible for you to discuss the problem with those concerned; make sure you receive an apology if this is of the GP training scheme in the 1970s. The practice is a research active practice meaning from time to appropriate, and take steps to make sure any problem does not arise again. time we may contact you to see if you would be willing to take part in research activities. The practice is part of the Primary Care Research Network in the East of . You will receive a final letter setting out the result of any practice investigations

Taking it Further—If you remain dissatisfied with the outcome you may refer the matter to: Customer Contact Centre (CCC) NHS England PO Box 16738 Redditch B97 9PT Practice Mission Statement Telephone: 0300 311 22 33

Email: [email protected] The practice is committed to providing the highest quality health care to our patients, their families and other service users. We achieve this by delivering safe and compassionate care. The Parliamentary and Health Service Ombudsman If you remain dissatisfied after contacting NHS England you can address your concerns to:

Our values are based on the things that matter most to our patients; continuity, good access and The Parliamentary and Health Service Ombudsman systematic care. Millbank Tower Millbank We adhere to the principals of the NHS Constitution (https://www.gov.uk/government/ London publications/the-nhs-constitution-for-england) . SW1P 4QP Tel 0345 0154033 The practice actively promotes and supports the ethos and the requirements of the Equality www.ombudsman.org.uk Act 2010. More information about our complaints procedure can be found on our website at www.drayton- stfaiths.co.uk/information/complaints Your information—what you need to know Personal information and health records are kept about our patients on our electronic record system— Useful Contact Information emisWeb. It is important to remember that:

 We ask you for information so that you can receive proper care and treatment Drayton Surgery Horsford Surgery Horsham St Faith Surgery  We keep this information together with details of your care because it may be needed if we see you Manor Farm Close 205 Holt Road 20 Norwich Road again School Road Horsford Horsham St Faiths  We may use some of this information to help us protect the health of the public generally, to see Drayton Norwich Norwich that the NHS runs efficiently; plans for the future; trains its staff; pays its bills and accounts for its Norwich NR10 3DX NR10 3LB actions. Information may also be needed to help educate tomorrow's clinical staff and to carry out NR8 6EE 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 of England and Wales contains basic personal details of all patients Tel 01603 867532 Tel 01603 867532 Tel 867532 registered with a General Practitioner. The Register does not contain clinical information  You have a right of access to your medical records

 EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU Telephone Numbers CONFIDENTIAL

 You may be receiving care from other people as well as the NHS. So that we can all work together Appointments 01603 867532 for your benefit we may need to share some information about you. We only ever use or pass on All Enquiries 01603 867532 information about you if people have a genuine need for it in your and everyone's interests.

Whenever we can we shall remove details which identify you

 Anyone who receives information from us is also under a legal duty to keep it confidential You can contact us by email at [email protected]  If you agree, your relative, friend and carers will be kept up to date with the progress of treatment if appropriate The practice is a member of NHS Clinical Commissioning Group (NNCCG). For more

information about the CCG visit the website www.northnorfolkccg.nhs.uk If at any time you would like to know more about how we use your information you can speak to the Practice Manager or your own GP. The practice is registered with the Care Quality Commission to provide primary medical services, more More information about how we use your information can be found in our “Your Information: What you information about the CQC can be found at their website www.cqc.org.uk need to know” leaflet. This can be obtained from our website or from any of our surgeries. Practice Website The Drayton Medical Practice uploads records to the Summary Care Record to enable other clinicians providing care for you access to your current and recent medication and details of any allergies. You can Our practice website is available at http://www.draytonmedical.nhs.uk/ opt out at any time of the Summary Care record. The website contains The Drayton Medical Practice is required by law to release your data to the Health & Social Care Information Centre (HSCIC). Up-to-date news from the practice Downloadable copies of our practice newsletter and other publications For more information about the above please visit our website or ask one of our reception team for our Important Information about some of our services leaflet concerning your data. Online appointment booking Online appointment cancellation Research and Information We Hold About You Online repeat prescription requests There are two ways in which your information may be used for research purposes: Online access to a summary view of your medical record Useful contact information

1. We might write to you asking to participate in a research project - we are often approached to take Facebook. part in “recruiting” studies where a research team wants us to recruit some patients for them. In these cases we generate and send the letters to you. The researchers only know about you once you have We now have a facebook page. Just search Drayton Medical Practice signed up and consented to be part of the project.

2. Your data might be used anonymously in a research project – this is typically when research teams are looking at trends of co-morbidities and prescriptions. At no point is any identifiable information released to the research team. Registering at the Practice Patient Services Administrators The receptionists are normally the first point of contact with the practice and primarily arrange the If you wish to register with our practice and you consultations of the patients with the doctors and nurses in as efficient a manner as possible. The reside within our practice area, you will need to receptionists will answer the telephone and also handle any personal enquiries at the reception. They are visit the surgery in person and ask to register. You also process all your repeat medication requests at Drayton & Horsford Surgeries. will be asked to fill in a registration form and a new patient questionnaire which will enable us to Bobbie Pye Denise Barker register you and obtain your medical records from Karen Parsons Hannah Jones your previous practice. Louise Norman Louise Norman

You are registered with the whole practice and we Carol Acheson Diane French do not have any strict rules about only seeing one Holly Thomson Amy Watts doctor. However where possible we would ask you to keep to the same doctor for an “on-going” Laura Johnson Diane Robson problem. Jenny Davis Sam Brewer

You will be offered the opportunity to have a “New Patient Health Check”. This will allow us to Sharon Chapman Sally Lambert assess your needs and get to know more about you. Ami Reynolds Gabrielle Sexton Carla Hipperson Rianna Martin Patient Access—Online Appointments and Repeat Prescriptions Kelly Smith Amelia Johnson Patient Access gives you the ability to book online appointments and to be able to request your repeat medication and see your laboratory results. Patient Access will also let you manage your Dispensers These teams issue drugs to our patients and process repeat medication requests. appointments and repeat medication using an iPhone or Android App. There are two ways of Our dispensary team are: registering: Carol Solomon Senior Dispenser Tracey Wright Dispenser 1. In person at any of the surgeries. Gemma Franklin Dispenser  You will be asked to show the receptionist some identification, or answer 3 security Jessica Cooper-Rose Dispenser questions once you have confirmed your identity with them you will be given your Alexa Pardon Dispensary Assistant username and password. Claire Brooks Dispensary Assistant Alex Jermy Dispensary Assistant  Or go to our website and request online access and we will email your username and

password once you have answered 3 security questions. Administrative and I.T. Staff We have a team of administrative and I.T. staff that are seldom seen by our patients. They are a very 2. Online at https://patient.emisaccess.co.uk important part of our staff team and help to keep the surgery running smoothly. You may have contact with one of this team if you have a query about a referral to a hospital consultant or you have a condition  You can register online at the above website such as diabetes or asthma.  When you are asked for the postcode of the practice please use NR8 6EE  When you have completed this you will only be able to make one appointment and Carol Burton, Referrals Administrator Kay Armstrong, Patient Data Administrator you will NOT have access to any repeat medication. You will still need to complete the registration by presenting your id in person. Lara Referrals Administrator Sarah Steeples, Patient Data Administrator Ami Reynolds Referrals Administrator Michelle Pauling, Clinical Administrator Access for Children Dianne Tobias, Referrals Assistant Margaret Rose, Document Processing We will be allowing children access to the system, in most cases we will allow the parents of Hazel Geary, Document Processing Alison Taylor, Patient Data Administrator children under 15 to register on behalf of their child. Sarah Buchanan Referral & Document Processing Lindsay Rose Management Administrator When a child reaches 15 (or earlier in some circumstances) we will suspend access to the system Rachel Aldred IT & Communications Administrator Sally Lambert Digital Champion until the child attends the surgery and requests access in person. This to help maintain There are a number of staff from the Primary Health Care Team attached to the practice who you may confidentiality for the child as they grow into adulthood. need to see from time to time, these include Physiotherapists, Health Visitors, Midwives and Mental We maintain the right to revoke access at any time for patients who abuse the system or where Health Link workers.

Practice Partners & Staff The GP Partners Opening Hours Dr Stephen Daykin MBBS DRCOG MRCGP Guys 1983 Dr Alan Lee MBChB Sheffield 1993 We are open from 08:00—18:30 Monday to Friday Dr Michael Macbeth MBChB DRCOG MRCGP Liverpool 2002 (our door close at 18:00, our telephones close at 18:30) Dr Rebecca Ely MBChB Aberdeen 2006 Dr Mark Everard MBBS MRCGP University College of London 2009 Making Appointments Dr Jocelyn Bindley MBChB DRCOG MRCGP University of East Anglia 2007 Dr Rowan Needham MBBS MRCGP University of Newcastle 2009 The telephone number for appointments is 01603 867532

Doctors All consultations are by appointment. Dr Jim Hammond BM BS MRCGP University of Nottingham 2011 Dr Jennifer Heylings MBBS MClinEd MRCGP University of East Anglia 2011 We have three types of appointment available: Dr Shrey Putatunda We are fortunate in being a training practice which means we also have GP registrars who are completing 1. You can pre-book with a doctor or nurse. This type of appointment is most suitable for people specialist training to become a GP. We benefit greatly from these doctors’ recent hospital experience, so with ongoing medical problems who need to see the same GP or nurse. please accept them as one of us. 2. We have an On the Day system where we can provide a minor illness appointment with a nurse practitioner. This is for acute conditions where you need to be seen urgently. This operates in Management Team the mornings across all three surgeries and in the afternoon at Drayton Surgery and whilst we Wayne Bolt BSc (Hons) - Practice Manager cannot guarantee who you will be seen by we will make sure you are seen. Lynda Sowter— Dispensary Manager 3. We can also offer appointments for telephone consultations. If you have a query which you Donna Bracey—Clinical Manager feel can be dealt with over the phone, then please ask for a telephone appointment. In these Dawn Turner— Operations Manager cases, the time you will be given will be approximate.

The management team is responsible for the day to day administration of the practice, and if you have If you have booked an appointment and find you no longer need it OR have to change that any non medical problems, useful suggestions or concerns, they will be happy to talk to you on the phone appointment, please inform us so that it can be given to someone else. or to see you. Nurse Practitioners Home visits A nurse practitioner is an advanced practice registered nurse who has completed additional training If your illness prevents you from attending the surgery, you may be visited at home. If you think you beyond that of a registered nurse. need a visit please telephone before 10.30am and be prepared to give a brief account of your Donna Bracey problem to the Receptionist. Although you have requested a visit the doctor may phone you to see Karen Greeves if telephone advice is appropriate. Julie Keene Paul Bloomfield Out of Hours Emergencies Debbie Blake When the surgery is closed your telephone call will be answered directly by NHS 111. They will deal with your problem, giving you advice, asking you to go to an Out of Hours Primary Care Centre or Practice Nurses & Healthcare Assistants visiting you at home. The nurses provide routine services for patients including dressings, vaccinations, cervical smear tests and ear syringing. Many of our nurses see patients with minor problems and have specialist interests. Our Online Appointment Booking healthcare assistants and phlebotomists perform routine blood tests. Our healthcare assistants also If you have internet access, you will be able to book and cancel appointments online. Please visit our undertake routine investigations, perform health checks and record information for new patients. The website www.draytonmedical.nhs.uk for information about accessing this. receptionists will help you decide which nurse it is best to see. Sonia Ingram Practice Nurse Cancelling Appointments Clare Chittock Practice Nurse If you are unable to attend or no longer require an appointment, please let us know so we can offer Alison Watkins Practice Nurse the appointment to someone else, you can call us on 01603 867532 and leave a message (so no Linda Hindle Practice Nurse waiting in queues) or by signing up to our online services. Claire Ashton Practice Nurse Rachel Brooks Practice Nurse Lauren Keen Practice Nurse Sue Jarrald Healthcare Assistant Jodie Lines Healthcare Assistant Rachael Wright Healthcare Assistant Paula Metcalf Healthcare Assistant

Extended Opening Hours Dispensing Medicine at St Faiths Surgery

We currently offer some extra appointments during the following hours: Dispensary Opening Hours Alternative Saturday morning from 8.00am St Faiths: Monday to Friday 8.30am—6.00pm We are also offering telephone consultations with the GPs 18.30 - 19:00, We are only able to dispense medicines to patients who DO Monday to Friday. NOT live within one mile of a dispensing chemist. All other The “Extended Opening Hours” surgeries are intended for patients who are not in a position to patients will have to visit a pharmacist to receive their attend during the practice’s normal 8:30 am to 5:30 pm Monday to Friday surgeries medication. We can advise you if you are in any doubt as to They are solely and exclusively for pre-booked appointments your rights. These are government regulations and unfortunately we have no discretion in the matter.

Prescriptions charges are set at the current rate by the government and should be paid as your drugs are collected. We are obliged to ask for proof of exemption to charges and you will be asked to sign the back of the prescription indicating your entitlement to free medicines. Patient & Carers Participation Group Repeat prescriptions We are fortunate to have a small group of volunteers who Those patients on regular medication are allowed a certain number of repeats of this medication have helped us form a Patient & Carers Participation Group for without seeing the doctor or nurse. The number of repeats is decided on by the doctor or nurse, the practice. who will want to review your progress from time to time.

The group meets a minimum of twice yearly with practice staff One months supply of drugs will normally be supplied on each occasion. Repeat prescription to support the work of the practice in various ways, for requests will be dealt with within two working days of receipt either by sending it through by example by advising on service provision, providing feedback on patients’ needs, concerns and post or by using our Patient Access service. For non-dispensing patients, please enclose a interest and helping to give patients a voice in the organisation of their care. stamped addressed envelope if you would like your prescription mailed to you. If you wish to collect your prescription from the local chemist please indicate this to the dispenser who will The Group also helps in more practical ways such as providing support at ‘flu clinics. record this on your computer record.

We are also looking for patients who would be happy to join our “Virtual Patient & Carers If you have queries regarding you medicines please call: 01603 867532 Participation Group”. We want to seek the views of a wider range of our patients, so if you are happy to receive the occasional email from us asking for your views please let us know. You can email [email protected] or let one of our receptionists know. Please visit our website www.draytonmedical.nhs.uk to find out how to order your repeat requests via the internet. If you'd like to know more about us, you can visit our website or see the notice boards in all three surgeries. For medication advice when the surgery is closed contact NHS 111 (call 111 from any phone)

Patient Feedback You can let us know about your experience of your care at the practice by leaving us feedback via the “contact us” form on the website.

We collect feedback via the Friend & Family Test, which is available in the three surgeries and on our website.