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The building at Elmham was built in the mid 1980s and has been extendextendeded to provide additional facilitiefacilities.s. The practice offers spacious consulting rooms for the GPs, nurses and for the exextendedtended attached professionals. We are a dispensing practice situatedsituated in rural mid 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 iiss well used by patients in Swanton MorMorleyley and nearby villages. The nurses provide the majority of services at the surgery, only referring patients to a GP when necessary.

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ELMHAM SURGERY OPENING & CONSULTING TIMES USEFUL CONTACT NUMBERS Opening Times Age UK Information, Advice & Support 0800 169 6565 AIDS Helpline Thursday 8.00pm – 10.00pm 0808 808 2468 Mon, Tue, Thu, Fri - 8.30am – 6.30pm, Wed - 8.30am – 6pm Alzheimer’s Disease Society 01603 785230 Doctors Consulting Times Nurses Consulting Times Benefit Enquiry Line Information on all benefits 0800 882200 Morning Surgery: 8.30am -11am Morning Surgery : 8.30am – 12.30pm Breast Care Imaging 01603 286727 Afternoon Surgery: 3.10pm – 5.30pm Afternoon Surgery : 2pm – 5.30pm BUPA Private Health Care 0800 600 500 (Wed 5pm) Careline Personal alarm network 01553 760671

Cancer Link 0808 8082020 Dispensary Citizens Advice Bureau Free advice on all issues 01362 697 776 8.30am – 6.30pm (Wednesday 8.30am – 6pm) Counselling Directory Database of UK Counsellors SWANTON MORLEY SURGERY OPENING & CONSULTING TIMES www.counselling-directory.org.uk 0844 8030 236 Crossroads Caring for Carers 0845 241 0968 Opening Times Compassionate Friends 0845 123 2304 Mon, Tue, Wed, Thu, Fri – 8.30am - 6pm Cromer & District Hospital 01263 513571 DoctorDoctorss Consulting Times Nurses Consulting Times CRUSE Bereavement Care 01603 219977 Afternoon Surgery: 3.10pm – 5.30pm Morning Surgery : 8.30am – 12.30pm Dereham Hospital 01362 692391 DHSS 01603 622277 (Wed 5pm) Afternoon Surgery : 2pm – 5.30pm 01553 760100 7:30am Commuter Clinics available at Swanton Morley on Mondays (Subject to Availability) Heron Local information on support www.heron.nhs.net Dispensary groups and voluntary services 8.30am – 6.00pm Help the Aged Advisory service line 020 7278 1114 Health Visitor 01362 692391 WHAT TO DO WHEN THE SURGERY IS CLOSED Home from Hospital (British Support and practical help after 01603 426 361 In the event of an emergency out of hours PHONE: 111 Red Cross) hospital Kings Lynn Hospital (QEH) 01553 613613 If you require urgent medical assistance out of surgery hours and cannot wait MENCAP 01362 69500 until the surgery re-opens, please call the NHS 111 Service. Calls to the NHS 111 Mental Health Advocacy Free independent confidential 01603 766890 service are free from both landlines and mobiles. Service support and information For life threatening emergencies please dial 999. NHS Direct Confidential medical/health advice 0845 4647 Norfolk & Hospital 01603 286286 For further advice and information: NHS Direct: 0845 46 47 (24 hour service) NORCAS Alcohol Advice 01603 660070 Norfolk Carers Helpline Support for Carers 0808 8089876 THE PARTNERS ASSISTANT DOCTORS (Crossroads) Dr Marc Epstein Dr Simon Hibberd Norfolk Deaf Association 01603 404440 BSc MBBS MRCP () (2004) BM (Southam(Southampton)pton) (1981) MRCP MRCGP DRCOG BSc MBBS MRCP (London) (2004) Open Door Confidential information (daytime) 01555 777666 Dr Simon Carroll Dr Jennifer Grice Service for young people (4-6pm) MBBS (Newcastle) (1991) BA FRCGP DRCOG DCH MB ChB (Leeds) (2002) Outlook Depression support 0161 9268480 Dr Ian Jennings DrDrDr Abigail Brun PALS Patients advice and liaison service 0800 5874132 The Pension Service Advice on Pensions & Allowance 0845 6060265 MBBS (London) (1993) MRCGP DFFP DRCOG MBBS (London) (2005) Quit line How to stop smoking 0800 00 22 00 Dr AlicAlicee GriffithsGriffiths----JonesJones Rape Crisis www.rapecrisis.www.rapecrisis.org.ukorg.uk 01603 667687 MBBChir (Cambridge) (2003) MRCGP Refuge – Women’s Aid www.refuge.org.uk 0808 2000 247 The doctors work in partnership and consult patients at both surgeries Relate Relationship support 01603 625333 Samaritans 08457 90 90 90 Senior Line Free national advice line 0808 8006565 PRACTICE CHARTER THE MANAGEMENT TEAM

Judith Wood MSMSMScMS c MCSP and Joanna Mullineaux BABABA BSc(Hons) RGN Our Responsibility to You: NURSE PRACTITIONERS We will treat everyone with dignity and respect, promote equal opportunities and eliminate all forms of discriminations regardless of Joanna Mullineaux BABABA BSc (Hons) RGN Katie Osley BSc (Hons) RGN race, nationality, disability, religion, gender or social status Natalie Ames BABABA (Hons) RGN (Trainee NP) AnAnAndrewAn drew Johnson BSc (Hons) RGN

We will endeavour to maintain the highest standards of medical practice Joanna is our Lead Nurse Practitioner and is responsible for the development and at all times creating a fully inclusive and accessible service management of Swanton Morley Surgery, working in close partnership with We will keep the consultation and your computer and written records Elmham Surgery. A Nurse Practitioner is an experienced nurse who has confidential undertaken a specific course of study to enable them to see patients with Seeing a doctor or nurse: the standards we aim fforor or undiagnosed problems. They are able to issue medication where needed. Urgent problems – A Health Professional on the same day. PRACTICE NURSES Routinely – The doctor or nurse of your choice – within five of their

working days. Alison Plumb RGN Clare Thatcher BSc RGN Your Responsibility to Us: Karen Burton RGN Stacy Cooper BSc RGN

We ask that you treat Doctors and Staff with courtesy and respect at all The Practice Nurses are highly trained with particular interests and skills and times manage a number of health promotion clinics and work at both surgeries. For Please tell us of any change of name, address or telephone number, so some problems, it may be more appropriate to see one of our practice nurses that our records can be kept accurate rather than a doctor. Their responsibilities include:

Please give as much information as possible to the receptionist who is Immunisations Asthma Management making your appointment to enable her to offer the most appropriate Travel advice Diabetic Control appointment Health checks for men and women Heart Disease Management

Please attend for review when asked before your next prescription is due Family planning advice COPD Management

If you cannot keep an appointment please let us know as soon as Ear Syringing Cervical Smears possible; this may enable someone else to be seen Advice on Healthy Living Minor Injuries If you are more than 5 minutes late for an appointment you may be asked Smoking Cessation Blood Pressure Checks to rebook; in exceptional circumstances you may be seen at the end of Removal of stitches Dressings / Wound Management surgery The Practice has a NO SMOKING policy within the building HEALTH CARE ASSISTANTS We ask you to PLEASE SWITCH OFF YOUR MOBILE PHONE in the waiting Julie Robinson Natalie Coomber and consulting rooms Susan Phillips Jane Cockaday

We operate a ‘Zero Tolerance’ PolPolicy.icy. This means tthehe Practice will not The Health Care Assistants are trained to undertake a range of duties under the tolerate any violence or aggression towards our staff and will invoke our right supervision of the nursesnurses.. They work at both surgeries.surgeries.

to remove abusive patients from our premises.

Elmham Surgery and these other agencies. Where pra cticable such disclosures may be discussed with those concerned. DISTRICT NURSES AnyoAnyonene who receives information from us is also underunder a legal duty to Based at Dereham Hospital and can be contacted via the surgery on keep it confidential. 01362 668215 OTHER HEALTH PROFESSIONALS ININCCCCLUDE:LUDE: THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE Health Visitor Lynsey Davey NEEDED ARE: Midwife Karen Nichols MMMentalMental Health Link Worker Maggie PennPenneyeyeyey giving you health care and treatment Primary Mental Health Practitioner Petra Herrington looking after the health of the general public Social Worker Sue Frost managing and planning the NHS. For example: Podiatrist (private --- fee payable) Michael Cummings making sure that our services can meet patient needs in the future The Health Visitor Team is based at Dereham Hospital 0101362362 692391 paying your doctor, nurse, dentist, or other staff, and the hospital (01362 66654 6545454906906 direct)direct). ... They work with individuals, families, groups and which treats you for the care they provide communities. They can see you at home, at the local surgery, clinic, or as part of auditing accounts a group and can help & advise on: preparing statistics on NHS performance and activity (where steps

Children’s Immunisation Community Services will be taken to ensure you cannot be identified) Children’s Development 0-5yr Care of Infants investigating complaints or legal claims Healthy Lifestyles Antenatal and Postnatal Care helping staff to review the care they provide to make sure it is of

The Health Visitor Team holds monthly clinics at Elmham Surgery on the 1st the highest standard

Wednesday of each month from2.30pm – 3.30pm (no appointment needed); training and educating staff (but you can choose whether or not to please ask at Reception for further information. There will be no Health Visitor be involved personally)

Clinics at Swanton Morley Surgery. research approved by the Local Research Ethics Committee. (If The Midwife visits Elmham Surgery on a Monday and also holds a clinic on a anything to do with the research would involve you personally, Thursday morning. For emergencies, contact Medicom on 01603 481222 you will be contacted to see if you are willing )

HOW TO ARRANGE A CONSULTATION If you agree, your relatives, frfriendsiends and carers wiwillll be kept up to date with To make an appointment with a doctor or nurse, please ring, or call in to the the progress of your treatment. 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 If at anytime you would like to know more about how we use your your choice informinformationation you can speak to the person in charge ooff youryour care or contact

Please note that the average length of time of an appointment with the doctor or The Management Team on 01362 668215. 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 FRIENDS OOFF ELMHAM SURGERY CHARITABLE TRUST If you wish to speak to your doctor on the telephone, please leave a message This is a registered charity and has three trustees, two of whom are independent with the receptionist. The doctor can then phone you back when he or she is of the surgery, who ensure that money donated to the surgery is used for the free. benefit of our patients. Chaperones THE PATIENT PARTICIPATION GROUPS Patients are entitled to have a chaperone present during examinations should These groups consist of patients of the Elmham and Swanton Morley Surgeries they wish. If you require a chaperone please inform the Reception Staff. and members of the practice team. Their aim is to foster good relations between HOME VIVISITSSITS Practice and patients. They meet every two months and discuss matters that Please telephone the Surgery 01362 668215 before 10.30am if possible. You affect General Practice. The group will not discuss the interaction between a will be asked for the patient’s full name and address, where the patient is to be patient and their doctor; the discussions relate to the administration of the seen, your telephone number and details of the patient’s condition. This practice in its contact with patients. For the Elmham Participation Group Contact: information will enable the Doctor to assess the priority of the visit. Please ask John Mallen - Chairman 01362 688627 or Ted Sansom, Secretary 01362 668734 for a home visit only if the patient is too ill to be brought to the surgery. We and for the Swanton Morley Participation Group contact: Ted Peachment regret that lack of transport is not a justifiable reason. We do not normally visit Chairman 01362 637539 or Rosemary Northall, Secretary 01362 637620. children with minor illnesses. If you feel that the patient is too ill to wait for the PATIENT INFORMATION Doctor’s normal rounds, please stress this fact to the receptionist on the The Protection and Use of Patient Information telephone. Please try to attend the surgery whenever possible, as this is the best place for us to conduct medical examinations and carry out any necessary tests. 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 NEW PATIENT REGISTRATION PROTOCOL needed if we see you again. We may use some of this information for other New patients will be accepted only if they live within the practice boundary and at reasons: for example, to help us protect the health of the public generally and to the Partners’ discretion. On completion of the registration paperwork you will be ensure that the NHS runs efficiently, plans for the future, trains its staff, pays its asked to make an appointment with a Health Care Assistant for a new patient bills and can account for its actions. health check. If you are currently on long term treatment or medication you will

Information may also be needed to help educate tomorrow’s clinical staff and to be offered an appointment with one of the Doctors to ensure a supply of monthly carry out medical and other health research for the benefit of everyone. prescriptions.

Sometimes the law requires us to pass on information: for example, to notify a REPEAT PRESCRIPTIONS birth. The NHS Central Register for & Wales contains basic personal Please allow 2 working days details of all patients registered with a general practitioner. The Register does Patients requiring regular prescriptions will be given a record slip which enables not contain clinical information. them to re-order and a review date for a further consultation. You have a right of access to your health records

A ‘Review Date’ on your prescription means your doctor wants to review the EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL. treatment you are taking. You may need to make an appointment for this to be Elmham Surgery treats all personal information it h olds about its patients as confidential. done. Please always check your review date and allow yourself enough time. However, the Surgery works closely with a number of statutory external agencies Such prescriptions may be requested and returned to Dispensary, either in the including Social Services and other allied professi onals such as midwifery, health visitors box provided, by post, by fax on 01362 668625 or via our online repeat and community nursing and in exceptional circumstan ces, where necessary for the prescription form. medical wellbeing or safety of patients, personal i nformation may be shared between Please note that we do not accept prescription requests over the phone, but If ACCESS you have an enquiry phone 01362 668215 Monday – Friday between 8.30am – Both practices are designed for easy access by disabled patients. A wheelchair is 6:00pm (8:30am – 5:30pm Wed). For those who have to pay the current available and there are 2 tarmac parking spaces designated for disabled drivers prescription charge is £7.65 per item. 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 CCCOMMUNITYCOMMUNITY CAR SCHEME expenditure on commonly prescribed drugs. The Cambridgeshire Prescribing Formulary is There are services available in , , , , acknowledged as best practice. , Lyng & Swanton Morley. Please contact the surgery on 01362 VAN DELIVERY & COLLECTION SERVICE 668215 for further details. Elmham Surgery and Swanton Morley Surgery operate a free home delivery and NHNHNHSNH S SERVICES AVAILABLE ININ----HOUSEHOUSE collection service for medication. PlePlePlePleasease allow 3 working days for processing of Contraception General Medical Advice prescriptions going to remote or home deliveriesdeliveries. We deliver and collect from the Health Promotion Child Development Post Offices on TuesdaysTuesdays, Wednesdays and FridaysFridays, please see table below. The Immunisation Long Term Condition Care service is available to all of our patients – if you pay for your prescriptions please Maternity care Minor surgery send your payment with your repeat request. Any uncollected medications will be returned to the surgery. Please note that you can only collect your prescription during Post Office opening hours. NONNON----NHSNHS WORK AND COSTS The NHS does not pay for some services. Sometimes you may be asked to pay a Monday Tuesday Wednesday Thursday Friday fee for the work that you ask the doctor to do for you. These fees are a guide P/O Bawdeswell Stores S/ Morley Surgery Gressenhall P/O Spar Shop Swanton Morley Gressenhall P/O recommended by the British Medical Association to cover work, which a family P/O Bawdeswell East Bilney P/O doctor is not normally required to do. Other services are available, please contact Lyng P/O Billingford Hoe S/ Morley Stores Reception on 01362 668215 Swanton Morley Broom Green St Nicholas Ct Bawdeswell Stores Swanton Morley Elsing North Elmham Swanton Morley SERVICESERVICESSSS COST Dereham Foxley Stanfield Worthing Passport Photographs £21.15 Hindolveston Driving Licence (with photograph) £21.15 Lyng , Holiday Cancellation and letters to confirm illness £30.00 Twyford School Exemption £30.00 Wood Norton Bintree, Guist Fitness to Travel (Simple) £15.00

Vaccination Certificate £13.00

Patients are reminded that some certificates & photographs can be COMPLAINTS & ENQUIRIES countersigned by other professionals who may or may not charge The practice has a complaints procedure run according to NHS Guidelines. If you Full medical for 3 rd Party including HGV,PSV & Motor Racing Licence £90.00 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 . Medical for Taxi Drivers and Medical for Childminders (OFSTED) £40.00 They will be able to help you deal promptly with your enquiries and advise you Letter to confirm fitness for Gym Membership £40.00 on any further action which may be appropriate. We are always keen to provide Elderly Drivers Fitness No Charge the best service possible for our patients and we welcome any suggestions for the Private Health Insurance Application £30.00 improvement of our care. “To Whom it May Concern Letter” £15.00 Medical Questionnaire £25.00