WARE ROAD SURGERY PRACTICE LEAFLET
Transcription
WARE ROAD SURGERY PRACTICE LEAFLET
WARE ROAD SURGERY 77 Ware Road, Hertford, Herts SG13 7EE PRACTICE LEAFLET Website: www.wareroadsurgery.co.uk OPENING HOURS Monday to Friday 8:00am to 6:30pm Telephone lines open 8:30am Saturday 9.00am to 11:30am Telephone: 01992 414500 PLEASE USE OUR AUTOMATED CHECK-IN SCREENS CHECKING IN FOR AN APPOINTMENT? USE THE AUTOMATIC TOUCH SCREENS IT’S EASY – FOLLOW INSTRUCTIONS ON THE SCREEN It asks for the day and month of YOUR BIRTH not today’s date USE OUR WEBSITE TO BOOK A ROUTINE APPOINTMENT PLEASE REGISTER WITH THE PRACTICE FIRST. Revised Oct 2014 Partners Dr Jawad Shahzad MBBS (2000) MRCGP DFSRH Partner Dr Victoria Kerry MBChB DRCOG MRCGP Partner Dr Adeola Jimo MBBS DRCOG MRCGP Salaried Dr Sadia Naseer Salaried Practice Nurses Nicola Smith RN 1991, Practice Nursing ASI Glenda Grant RN Practice Staff Mrs Mrs Mrs Mrs Mrs Mrs Mrs Mrs Mrs Mrs Mrs Karen Cassell DPCHM Heather Wren Jan Cormack Fiona Stracey Sharon Wood Jacqueline Ronco Jackie Barton Denise Jones Debbie Taylor Tina Axford Lisa Hill Revised Oct 2014 Practice Manager Office Manager Secretary Registrations Reception Reception/Summariser Reception Reception Reception Reception Reception – Health Care Assistant/Reception OUR SURGERY Welcome to Ware Road Surgery. We are a long established practice in Hertford and moved to our current premises from Queens Road in 1988. This leaflet is for both new and existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our practice operates. DISTRICT NURSES We have a team of community district nurses who provide shared care for our patients who are unable to attend the surgery. MIDWIFE We maintain a close liaison with the community midwife. She holds a weekly antenatal clinic at the surgery. HEALTH VISITORS The health visitors are based at Hertford County Hospital and can be contacted by telephoning 01707 369148. They will be pleased to help and advise on all child health matters. THE STAFF All our staff will treat you with courtesy and respect at all times and do their best to assist you. By the same token we expect patients to treat our staff appropriately and would advise you that ANY PATIENTS WHO ABUSE STAFF will be asked to register elsewhere. Our reception staff deal with all aspects of your requests and enquiries and our Practice Manager supervises the efficient running of the Practice. PARKING AT THE PRACTICE Unfortunately there is very limited parking space at the surgery and we are not even able to accommodate our staff. Please do not park in either the doctors’ parking spaces. Also please do not block cars in as doctors need to get out to attend urgent visits. There is free car parking available in both Tesco and Wickes car parks, approximately a 10 minute walk away. Your co-operation will be greatly appreciated. Revised Oct 2014 PRACTICE AREA Our Practice area covers Hertford, and west of Ware High Street and the following villages of Brickendon, Bayford, Little Berkhampstead, Wadesmill, Hertford Heath, Letty Green and Cole Green. Please check the practice area map on our website to make sure you are within the catchment area. If you wish to register with the practice our Registrations Clerk, Fiona Stracey will be happy to answer your queries. You can contact her on 01992 414500. APPOINTMENTS Appointments with the doctor and practice nurses are made via reception, on the telephone or via the internet (see overleaf). Please remember for your convenience to book as far ahead as possible for a routine problem. Our surgeries are held between 9.00- 11:30 a.m. and 3:00 - 5:30 p.m. Monday to Friday then 09.00– 11:30 a.m. on Saturday. Appointments are bookable in advance and are at 10-minute intervals and we would encourage you to book an additional appointment if extra problems need to be addressed. Although you will be registered with the practice, you can express your wish to see the GP of your choice, should they be available. To allow for emergency access, a number of appointments are held for each GP and released on the day. Also we keep emergency appointments specifically for children. Revised Oct 2014 SATURDAY SURGERY Saturday morning appointments are available for pre-booking between 09.00 a.m. and 11:30 a.m. but there are no facilities for emergencies or home visits. These requests will be directed to our Out of Hours Provider, 111 SYSTEM ONE ONLINE ACCESS It is now possible to book your routine appointment in advance through SYSTEM ONE Access over the Internet. It is also possible to cancel appointments via the Internet. You can also order repeat prescriptions using this system. It will be necessary for you to register with the Practice to obtain the relevant access code and pin number. Please contact Reception in person as passwords cannot be given over the phone. AUTOMATED PATIENT CHECK-IN We have introduced an automated system which allows patients to check themselves in for any booked appointment whether with the doctors or nurses. It is very user friendly and has on-screen instructions. It will ask your gender, the month you were born and then the day of that month. The final screen will ask you to confirm the entry is correct and it will then search the appointment system and confirm you are booked in with the doctor or nurse. Our hope is that this will not only reduce the need for queuing but also release the receptionists to answer the phones and queries at the desk. REPEAT PRESCRIPTIONS This is a computerised procedure and there will be a tear off slip on the right-hand side of your prescription, which you can use to request repeat medication. This may either by sent to us by post, as well as bringing in personally by putting it in the box in reception. If you require the prescription to be posted back to you, please ensure that you enclose a stamped addressed envelope. You can also order your repeat prescriptions on our website: www.wareroadsurgery.co.uk Whilst on repeat prescriptions you will be asked from time to time to see the doctor to ensure that the medication is working and that the dose is correct. Please ensure that you always have sufficient tablets to Revised Oct 2014 last over the weekend and public holidays when the surgery is closed. As recommended by the Department of Health, and in line with other local surgeries, the practice has introduced a 28-day repeat prescribing policy for patients who are exempt from paying for their prescriptions. This policy has been recognised by the NHS as achieving the best possible balance between patient convenience, good medical practice and minimal drug wastage. The surgery participates in repeat dispensing which means that we can provide you with a batch of prescriptions for up to 12 months. This saves you from having to come to the surgery to request another prescription. This service is for patients who have regular medication and are currently stable. Please ask your doctor if you qualify and would like this option. Most chemists in the area operate a prescription collection service from the surgery. Your prescription request will need to be handed in to us first and will then be collected by the chemist of your choice. Some chemists will deliver to your home. Please ask the receptionist for details. If you require your prescription to be collected by a local Pharmacy, please complete the relevant section on the repeat request slip. We regret that we cannot accept requests for repeat prescriptions by telephone. PLEASE ENSURE THAT YOU ALLOW TWO FULL WORKING DAYS FOR YOUR PRESCRIPTION TO BE READY AND ALLOW EXTRA TIME IF YOUR PRESCRIPTION IS BEING COLLECTED BY A LOCAL PHARMACY. Electronic Prescription Service (EPS) A new way to get your medicines The Electronic Prescription Service (EPS) is an NHS service. It gives you the chance to change how your GP sends your prescription to the place you choose to get your medicines from. What does this mean for you? If you collect your repeat prescription from your GP you will not have to visit your GP practice to pick up your paper prescription. Instead your GP will send it electronically to the place you choose, saving you time. You will have more choice about where to get your medicines from because they can be collected from a pharmacy near to where you live, work or shop. Revised Oct 2014 You may not have to wait as long at the pharmacy as there will be time for your repeat prescriptions to be ready before you arrive. To find out more, including if this service is right for you and how to use EPS, visit www.hscic.gov.uk/epspatients. Alternatively, ask your pharmacy or your Surgery. CONSULTATIONS Patients often have several reasons for seeing the doctor and it is helpful if these are listed briefly at the beginning of the consultation. If you are seen as an emergency the doctor will only be able to deal with the urgent problem. Please remember that a separate appointment is necessary for each patient and requests for ‘fitting in’ other members of the family unnecessarily delays the doctor. If you have any urinary symptoms please bring a urine sample with you in a small clean container and complete a form detailing symptoms. CHAPERONE A chaperone will be provided if requested. Please advise the receptionist or the doctor at the time of consultation. If you would like a copy of our Chaperone Policy, please ask the receptionist. HOME VISITS If you need a home visit please telephone before 10.30 a.m. if possible. You may well be requested to attend surgery as home visiting really should be restricted to the very elderly, disabled, or terminally ill patients. EMERGENCIES If case of emergency, please ring 01992 414500 for advice giving full details of the name, address, telephone number of patient and their registered GP and the problem. At night our answer phone will supply you with our Out-of-Hours contact details. If you are experiencing Chest Pains you must call an ambulance and go to hospital immediately. CASUALTY SERVICES There are no casualty facilities at the surgery. The nearest Accident and Emergency Departments are at Lister Hospital, Stevenage or Princess Alexandra Hospital, Harlow. Revised Oct 2014 OUT OF HOURS The practice is a member of the NHS 111 Service. Outside normal surgery hours please telephone 111. All calls to this service are free. You should use the NHS 111 service if you urgently need medical help or advice but NOT in a life-threatening situation. Call 111 if: service do next. The 111 switchboard operators will assess each call and transfer it to the appropriate service ie 999, A&E, Herts Urgent Care, Nurses and GPs etc. When the surgery is closed our answering machine will tell you to call 111. 111 is not to be used for a life-threatening situation and should not be called instead of 999 COMPLAINTS PROCEDURE If you have a complaint which cannot be resolved by a member of staff, the Practice Manager is always happy to discuss this with you. Complaints should be made to Mrs Karen Cassell, the practice manager, in writing. Mrs Cassell will acknowledge your complaint and give you advice concerning the stages of the complaints procedure. Please also refer to our complaints procedure which is located in the waiting room and can also be found on our website. CONFIDENTIALITY Important Information About YOUR Information Shortly after you register with the practice we will receive your NHS medical record from your previous doctor. This will be updated to record any healthcare you receive while with us and then be sent to your next GP if you leave. In the past these records were on paper/card but increasingly they are held on computer. At ware Road Surgery all new information about you is now recorded on the computer. All NHS staff have a duty to keep your personal information confidential. You have the right to confidentiality and to know the circumstances in which we would share this information with others. You also have the right to decide whether your information can be disclosed or used in particular ways. At Ware Road surgery we take various steps to protect confidentiality. Revised Oct 2014 For instance we only give test results to the person concerned or their parent, if a child. If you want someone else to be given your results please arrange this with us in advance. Young people of 16 or over can consent to treatment themselves and are entitled to the same duty of confidentiality as adults. Those under 16 who have the capacity and understanding to take decisions about their own treatment are also entitled to make decisions about the use and disclosure of information they have provided in confidence. We will use information about you in the course of providing you with healthcare. For instance when we write to refer you to a specialist we will include information on relevant past medical history and the medication you take. Other health professionals who care for you, such as district nurses and health visitors, will also be able to see your medical record. If you need social services we will discuss this with you and will tell them what they need to know in order to provide you with appropriate care. We will also use your records to ensure that we are continually improving our service to all the patients registered with us. This is called 'clinical audit' and involves measuring the care we provide and comparing it to national standards, guidelines etc. This is done by practice staff and occasionally by pharmacists from the Primary Care Trust working in the practice on our behalf. Most NHS management is done using total numbers and other anonymised information but personal information is sometimes needed such as for the recall systems for children's immunisations and cervical smears. If you suffer a side effect of a new medication we will report this in a partially anonymised form. The NHS keeps records about certain conditions such as cancer and if you have received treatment for such a condition we will be asked to update a central register on your progress, also in a partially anonymised form. Where information about you is requested for purposes other than healthcare e.g. research, insurance or legal matters we will only divulge it with your specific written consent. There are certain situations in which we are legally obliged to give information about you. For instance, if you suffer from certain infectious diseases e.g. food-poisoning, we must report this to the public health authorities. Also, if we have concerns that a child may be being abused we are obliged to inform the statutory agencies. If you have any questions or concerns about confidentiality or want to make specific choices about the use of your information, please ask to speak to Mrs Karen Cassell, Practice Manager or download our leaflet on data protection and access to medical records leaflet. Revised Oct 2014 OUR PATIENT GROUP Towards the end of 2013, we set up our Patient Participation Group. The group is an opportunity for patients to be more involved in the range and quality of services provided by the surgery and to give their views on what the areas of priority are, and where they can be improved. It will also give patients a change to help ensure services are responsive to needs, and to be a voice for the needs of our patients. So far the meetings have been very constructive and suggestions have been made by members that we have already put in place. We are always looking for new members who are willing to give a small amount of their time, usually on a weekday evening every 3 months or so, who would like to be a proactive partner to the surgery and not just a passive recipient of the care we provide. Through this website patients can also join the group virtually. WHAT IS A PPG? The main aim of the group is to create a dialogue between Doctors, Patients and Employees of Ware Road to shape GP, hospital and community services for the future. We are also involved with other PPGs at locality meetings and in a wider scale, represent our Area Group at Clinical Commissioning Group meetings to develop the NHS for the future. HOW CAN YOU BE INVOLVED As a patient of Ware Road Surgery you are automatically a member of the PPG and can be involved as much or as little as you wish. We hope that you will attend some of our workshops or sessions organised with the help of experts. It would be good if you would like to be kept informed of the group’s activities. Please register your interest by completing a PPG registration from available at reception or on line to join our database. Although as a group we are in our infancy, with your help we can kick start the group to become more involved in the local NHS issues and help arrange local help groups on a variety of topics such as diabetes, healthy lifestyle and smoking. We believe this new group will also help influence the decision making process when redesigning existing services and creating new health services locally, regionally and nationally. The main purpose of the group is about patients taking ownership and working with the practice to: Advise the practice on what matters most to patients Revised Oct 2014 Identify solutions to problems Foster improved communication between the practice and its patients Help patients to take more responsibility for their health Provide practical support and help to implement change Think about the wider patient interest and not just their own personal concerns Always work constructively and positively, helping to identify solutions Work in partnership with the practice and other local organisations The group is not a: Forum of individual complaints and single issues Vehicle to resolve individuals own personal issues Are you aged over 16 years and interested in joining our Patient Group Email group? If the answer is YES and you are happy for us to contact you periodically by email, please complete the Patient Group form by filling out the form on our website or in person at the surgery. THIS IS YOUR HEALTH SERVICE AND YOUR GP PRACTICE- HELP US MAKE IT BETTER. Revised Oct 2014 Facilities at the Surgery Our aim is to keep our patients fit and healthy. Prevention is far better than cure and many serious conditions can be prevented by a healthy lifestyle. Appointments for the following health clinics can be made through the reception staff: Diabetes Asthma COPD Smoking cessation Full maternity care - the GPs do not attend home deliveries but they can be arranged with midwives in attendance Well-person screening Heart disease Hypertension Menopause advice IUCD (coil fitting & removal) Contraceptive implants CHILD HEALTH SURVEILLANCE All the doctors are eligible to provide CHS services. An appointment will be offered by your doctor when your child is 8 weeks of age. It is therefore very important that you register your baby as a patient of the Practice as soon as possible. DISTRICT NURSES Our District Nurses provide a domiciliary service for the care of acutely and chronically sick patients as well as advising on incontinence and the supply of various aids. They are based at Hoddesdon Health Centre. HEALTH VISITORS The Health Visitors will be pleased to advise on health matters for the under 5s, e.g. feeding difficulties, hearing problems etc. MATERNITY SERVICES Antenatal Clinic Wednesday 1.30 - 4.30pm. Patients are seen by the midwife at the clinic by appointment. Baby Clinic The baby clinics are held at Hertford County Hospital on Tuesday afternoons for child development checks and immunisations and to allow an opportunity to discuss other problems, eg sleeping, feeding and child Revised Oct 2014 health worries with a health visitor. Childhood immunisations are carried out during routine nursing surgeries by appointment. PRACTICE NURSES Asthma Clinic This is run by the practice nurse by appointment. COPD Clinic This is run by the practice nurse by appointment. Travel Vaccinations Travel vaccinations are done by appointment system with the nurse. In the first instance a Travel Questionnaire should be requested from the surgery, or downloaded from our website, completed and returned to enable the nurse to determine what vaccinations you need. Ideally this should be planned six weeks before travelling; however, if time is limited, the nurses can still offer valuable advice. Please remember that it is essential to follow the necessary preventive measures before travelling abroad. You can obtain from the information from the Department of Health website http://www.dh.gov.uk where you can also apply for a European Health Insurance Card which replaces Form E111 – free of charge. If you have left booking your travel vaccinations too late, you can visit this website for further information www.fco.gov.uk/travel. Flu Vaccination An influenza vaccination is particularly recommended for patients with asthma, heart, neurological disease, immuno suppression, liver, lung or kidney disease, diabetes, carers, patients over 65 years of age and residents of nursing and rest homes. Please contact the reception staff in September for details of the vaccination dates and to make an appointment. If you are housebound, a home visit will be arranged to undertake this facility. Named GP for patients aged 75 plus From April 2014, all patients aged 75 and over will have a named GP who will have overall responsibility for the care and support that our surgery provides to them. They will work with other relevant health and care professionals who are involved in your care, to ensure that your care package s your individual needs. Revised Oct 2014 TEST RESULTS If you have had a blood or urine test it usually takes approx. one week for the result to be received back at the surgery. X-rays take on average ten days to be reported backed to us. Please avoid telephoning for results early in the morning when surgery is very busy and wherever possible phone after 2 pm. IMMUNISATION SCHEDULE 2 months Diphtheria, Tetanus, Whooping Cough, HIB, Pneumococcal and Polio 3 months Diphtheria, Tetanus, Whooping Cough, HIB, MenC and Polio 4 months Diphtheria, Tetanus, Whooping Cough HIB, MenC, Pneumococcal and Polio 12 months HIB and MenC 13 months MMR (Mumps, Pneumococcal 3-5 years Booster Diphtheria, Cough, MMR and Polio 10-14 years Rubella for girls who have not had MMR previously 15–18 years Tetanus and Polio Measles, Rubella) Tetanus, and Whooping BCG is not given routinely - only to people at risk. Tetanus Booster as required. All immunisation procedures are given by the Practice Nurse except BCG. Revised Oct 2014 DISABLED PATIENTS Wheelchairs can be used to access the Health Centre, including toilet facilities. A special Disabled Reception Desk is available which can be opened for your convenience and a consulting room has been specially adapted to accommodate wheelchairs. In case of any difficulty whatsoever please do not hesitate to ask a member of our staff for assistance. MEDICALS Insurance Company medicals and other medical examinations, e.g. fitness to drive, HGV etc. are carried out by some of our doctors, for which a charge is made. Please contact reception for details of how appointments are organised and the current list of fees. MEDICAL CERTIFICATES There is no need for you to consult the doctor to obtain a selfcertification of illness (SC2) form for your first five working days of sickness. This form can be downloaded from the HMRC website. PRIVACY If you have a private matter to discuss, away from the reception desk, please do not hesitate to ask and we will accommodate you. CHLAMYDIA Around 50% of men and 70-80% of women who get the chlamydia infection will have no symptoms. The important things to know about chlamydia are: For most people chlamydia has no symptoms, so you probably won't know if you or your partner(s) have it without having a test. Chlamydia is the most commonly diagnosed STI in England and rates are increasing. Untreated chlamydia can have serious long term health implications, and may lead to infertility (being unable to have children). If you are sexually active and under 25 years old, you should be tested for chlamydia annually or on change of sexual partner. Chlamydia is easily tested for and easy to treat – you don’t need to be examined. Any form of unprotected (without a condom) sex can put you at risk of Revised Oct 2014 catching chlamydia, including oral sex. If you are 16 to 24 years old you can get a free and confidential chlamydia test here at the surgery. WASTED APPOINTMENTS We unfortunately have a number of wasted appointments each week where patients fail to advise us in advance that they will not be attending. You are able to cancel an appointment via our telephone system 24 hours a day or via our website if you have registered with us for use of System One online. If you are unable to keep a booked appointment please advise us as soon as possible so that this time may be offered to another patient. TEXT MESSAGING We now have a text messaging service which reminds patients 24 hours before their appointment is due. Please let us have your mobile number to allow us to remind you! CCG SHUTDOWNS The GPs are required to attend clinical seminars for their continuing education which are arranged by the Upper Lea Valley CCG. On these occasions the surgery will be closed at 12:30 p.m. Therefore there will not be any clinical staff at all on the premises during these shutdowns. Prior notice is given by publishing notice in the waiting room and on our front doors. We also send a copy of these notices to all pharmacists who deliver/collect prescriptions. PRACTICE WEBSITE As you will see from our front cover, we now have a website. You are able to make a request for an appointment or cancel your appointment via System One online and also order your repeat prescriptions. You can also downlaod registration forms and many other useful leaflets to save you time visiting the surgery. EMERGENCY DENTAL TREATMENT If you need emergency dental care when your dentist is closed, you can phone 03000 33 32 24. Revised Oct 2014 LOCAL PHARMACIES Tesco In store pharmacy Ware Road Hertford Herts SG14 1QA Tel No: 0845 6779347 Sheffields Pharmacy 64 Fore Street Hertford Herts SG14 1BT Tel No: 01992 582965 Sanjivani Pharmacy 34 Fleming Crescent Sele Farm Hertford Herts SG14 2OJ Tel No: 01992 534299 Co-operative Pharmacy 14 Maidenhead Street Hertford Herts SG14 1DR Lloyds Pharmacy 5-7 St. Andrew’s Street Hertford Herts SG14 1HZ Boots 17 Bircherley Green Hertford Herts SG14 1BN Tel No: 01992 583233 Revised Oct 2014 LOCAL WALK IN CENTRES SPRINGHOUSE WALK-IN MEDICAL CENTRE Healthcare advice and treatment is provided at Springhouse Walk-In Medical Centre at Ascots Lane, Welwyn Garden City, Herts, AL& 4HL. Tel: 01707 294354 Seven days a week 8.00am – 8.00pm. HARLOW WALK-IN CENTRE Healthcare advice and treatment is provided at Harlow NHS Walk-in Centre in the ambulance station at Wych Elm, Harlow. Tel: 01279 694775 Monday to Friday 7.00am - 10.00pm Saturday, Sunday and Bank Holidays 9.00am - 10.00pm ZERO TOLERANCE - VIOLENCE AND ABUSE The practice will not tolerate violence or abuse from patients. Violence against practice staff is a crime and we will press for the maximum possible penalty for anyone who behaves in a violent or abusive way. Patients who are violent or abusive will be removed from the practice list. CLINICAL COMMISSIONING GROUP We are part of the East and North Hertfordshire CCG whose principal aim is to improve the health of its population. East and North Hertfordshire Clinical Commissioning Group (CCG) is the organization responsible for commissioning (planning, designing and paying for) your NHS services. The CCG is made up of local GPs and health professionals, working together with other clinicians and patients, to decide how the local NHS budget of £611m should be spent. The CCG serves over half a million people (552,900) registered at 60 GP Practices across east and north Hertfordshire. Our GPs understand the health needs of their patients, and we believe this local approach to commissioning helps ensure good quality services that meet the needs of the population. The CCG’s mission is: To reduce health inequality and achieve a stable and sustainable health economy by working together, sharing best practice and improving expertise and clinical outcomes. To work with patients, manager and clinical colleagues from all sectors to commission the best possible healthcare for our patients within available resources. Find out more about your Locality Group, the lead GPs and the health priorities in your area click on the following website http://www.enhertsccg.nhs.uk/about-us Revised Oct 2014 PUTTING CHILDREN FIRST Please remember that no matter how difficult your problems are your Midwife, Health Visitor, School Nurse or GP is there to help and support you in caring for your child/children. Below are some contacts you may find useful in a crisis. Parentline Plus 0808 800 2222 www.parentlineplus.org.uk Young Minds Freephone 0800 0182138 www.youngminds.org.uk Childline 0800 1111 www.childline.org.uk NSPCC Freephone 0808 800 5000 www.nspcc.org.uk CRY-SIS 08451 228669 www.Cry-sis.org.uk Citizens Advice Bureau 08444 111 444 www.nacab.org.uk Women’s Aid 24hr Helpline 0808 2000 247 www.womensaid.org.uk Revised Oct 2014 A Policy Statement One of the aims of the Partnership is to provide achieve a healthy, happy and fulfilled life. WHAT WE HOPE TO DO FOR YOU Treat you with courtesy and respect Treat you as a partner and discuss with you the care and treatment we can provide Maintain confidentiality at all times Give you full information of the services we provide. Keep our practice booklet and website updated Provide the most appropriate care for you by qualified staff Refer you to a specialist acceptable to you when necessary Refer you for a second opinion when you and your GP agree it is needed Give you access to your health records within the limitations of the law Give you a full and prompt reply to any complaints you make about our service Quality health care for our patients to help them; this is possible if we can work together. Revised Oct 2014 WHAT YOU CAN DO TO HELP US Treat us with courtesy and respect Feel free to discuss any uncertainties you may have about the treatment we are offering you Make use of the information leaflets we provide Use the emergency service only in a genuine emergency Ask for a home visit only when necessary Keep your appointments and let us know as early as possible if you are unable to attend Let us know if you change your name, address or contact numbers Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with them Let us know when we have done well Revised Oct 2014 USEFUL TELEPHONE NUMBERS Princess Alexandra Hospital, Harlow 01279 444455 Hertford County Hospital, Hertford 01707 328111 QEII Hospital, Welwyn Garden City, 01707 328111 Lister Hospital, Stevenage 01438 314333 Spring House Medical Centre, Welwyn Garden 01707 294354 HARLOW WALK-IN CENTRE 01279 694775 Adult Care Services (Blue Badges etc.) Revised Oct 2014 0300 123 4042