Framfield House Surgery
Transcription
Framfield House Surgery
Welcome to Framfield House Surgery Framfield Medical Centre Ipswich Road Woodbridge Suffolk IP12 4FD Telephone: 01394 615500 Fax: 01394 387632 Practice website: www.framfieldhouse.com Our vision: We aim to offer excellent medical care to all our patients in accordance with best practice; and to offer the very best employment conditions and support for all our staff. We will do this with courtesy and respect in a welcoming environment and as efficiently as possible. NEW PATIENTS To register with the practice please complete a registration form which is available from reception or online from our website www.framfieldhouse.com Named GP All our patients have an allocated named GP. This does not mean that in the event of your named GP not being in the surgery you would not be seen - you would be offered an appropriate appointment with an alternative clinician. PRACTICE AREA Our practice area covers a 6 mile radius of Woodbridge and the following towns and villages are included: Boulge Brightwell Burgh Charsfield Culpho Debach Great Bealings Hasketon Kesgrave Little Bealings Melton Pettistree Rendlesham Sutton Wadringfield Wickham Market Bredfield Bromeswell Campsea Ashe Clopton Dallinghoo Eyke Grundisburgh Hemley Letheringham Martlesham Newbourn Playford Shottisham Ufford Wantisden Woodbridge If you have any enquiries concerning registration please contact Ipswich and East Suffolk CCG, Rushbrook House, Paper Mill Lane, Bramford, Ipswich OPENING HOURS The surgery is open: Monday Tuesday Wednesday Thursday 8am – 6.30pm 8am – 8pm 8am – 6.30pm 8am – 6.30pm Friday Saturday 8am – 6.30pm One Saturday each month During the hours 6.30pm -8pm and on Saturdays the surgery is open for pre-booked appointments only. DELAYS On occasions appointments may fall behind due to emergency consultations or urgent home visits, in which case our reception team if possible will inform you of any delays. Sometimes the emergencies take longer than anticipated so please respect this. DOCTORS Dr Debbie Fairweather MBBS, DA, DRCOG – University College London Dr Penelope Finn MBBS, MRCGP – London Hospital Medical College Dr Julia Howard-Griffin BM, MRCGP, MRCOphth, DFFP–University of Southampton Dr John Lynch MBchB, MRCGP, FPcert – University of Bristol Dr Alison Townsley MRCGP, MBBS, DCH, BmedSci – University of Nottingham Dr Richard Verrill MBBS, MRCGP, DRCOG, FPcert – University College London Dr Lucy Williams MbCHb, MRCP, MRCGP – University of Sheffield Dr Charlie Tinsley MRCGP SALARIED AND ASSISTANT DOCTORS Salaried and assistant doctors are fully qualified doctors and GPs who provide the same clinical service as GP partners. The only difference is that they take less responsibility for the business side of running the surgery. Framfield House Surgery is accredited to teach and train GP registrars. WHAT ARE GP REGISTRARS? GP registrars are doctors who qualified more than two years ago. They have already worked in hospital for those two years and most have other experiences in hospital or general practice in addition to this. The GP registrar is a three year GP training programme of which at the end they will be assessed for membership of the Royal College of General Practitioners (MRCGP) and will then be able to practice independently as a GP. WHAT CAN GP REGISTRARS DO? The GP registrar is fully qualified and is able to make diagnoses and offer treatments as any GP is able to do. At the end of each surgery one of the experienced GPs goes through any difficulties the GP registrar may have had to help with their training. Sometimes the GP registrar will ask one of the experienced GPs to come and see the patient as well if they are unsure about something. VIDEOING CONSULTATIONS As part of their assessments the GP registrars have to video some consultations to show the experienced GPs how well they communicate with patients. We will let you know before we video your consultation and gain your consent but you are within your rights to say you don’t want this to happen. NURSE PRACTITIONERS: Catriona McCallum Sue Lowe Jenni Ball (in training) Our nurse practitioners are nurses with additional training allowing them to consult patients very much like a doctor. They are able to make diagnoses and prescribe medications. You can make appointments in advance for our nurse practitioner. They work closely with the doctors on difficult problems. Catriona is fully qualified to deal with minor illnesses such as chest infection and urinary tract infections. NURSE TEAM: Sarah Williams, Nicky Menzies, Jenni Ball and Karen Knight The practice nurses are available by appointment for advice about any health matters, immunisations, travel advice, dressings, cervical smears and ear syringing. They carry out health checks for the elderly and patients with diabetes, asthma and high blood pressure. All of our nurse team have completed minor illness training as well as being experienced in chronic disease management and contraceptive advice. CERVICAL SMEARS All women aged 25 to 65 are strongly advised to have a regular cervical smear. The first smear is performed at 25 then 3 yearly up to age 49 and then 5 yearly from 50 to 64. Patients will be recalled for this service. HEALTHCARE ASSISTANTS: Tara Goldsmith, Sue Potter, Jane Lenihan & Colleen Keeble Our healthcare assistants are trained to do blood pressure checks, blood tests, some vaccinations, ECGs, patient health checks, alcohol advice, smoking advice and dementia screening. PRACTICE MANAGER: Julie Giles Julie is responsible for the overall management of the practice. The practice manager is the person to whom any complaints, compliments or suggestions should be directed NOT the doctors. DEPUTY PRACTICE MANAGER: Lindsay Baskett Lindsay is responsible for the day to day running of the practice. IT OPERATIONS MANAGER: Jayne Casey Jayne is responsible for all IT systems plus facilities RECEPTION TEAM LEADER: Sarah Burnham-Slipper The receptionists ease the flow of patients to the doctors and keep the practice running smoothly. They are here to help you. They will give you results of laboratory tests. Sometimes they may need to ask for further details. They are not being nosy and are bound by the same rules of confidentiality as the doctors and nurses. They do a difficult and demanding job and are working under pressure so please be understanding. The practice is supported by a dedicated team of medical secretaries who deal with all onward referrals, finance team and dispensers. Framfield House Surgery is a purpose built centre with disabled access and a hearing loop together with a dedicated car park with the car park at Notcutts available as an overflow car park. HEALTH VISITORS The health visitors are based at the surgery to give advice on health care, particularly for mothers and children. These can be contacted by telephoning 01394 615520. MIDWIFE The midwife provides full maternity care for our patients. She can be contacted at the surgery. APPOINTMENT SYSTEM The surgery looks after 12,000 patients. Appointments can be booked on the phone or online after registration with the reception team. Routine Appointments We offer daily routine 10 minute appointments. These should be booked with your own registered GP if possible to preserve continuity of care. If you wish to see an alternative GP we will do our best to accommodate this. If your problem is complex please book a double appointment. Urgent Appointments We will always see you during our opening hours if your problem requires an urgent appointment. Please consider carefully before booking whether this is what is needed. Minor coughs, colds and sore throats can be dealt with by pharmacists. Simple urinary tract infections and eye infections in those over 5 years can also be seen by pharmacists. Musculoskeletal problems can be self-referred to NHS physio via the following website www.ahpsuffolk.co.uk/referral or by telephoning 01473 770066. The nurse practitioner team can also deal with many illnesses and our receptionists may offer you an appointment with this team. The reception team also have minor illness leaflets. The urgent appointment slots are 5 minutes and are offered both morning and evening to deal with the single presenting problem. RESULTS Our telephones are very busy early in the mornings especially on Mondays. To help relieve this problem please call for test results and routine enquiries from 1pm onwards. You may be asked to come back to the surgery to discuss the results in person with an appropriate clinician. To comply with patient confidentiality results can only be given to the patient unless written signed permission has been given. Please allow seven working days for blood test results and ten working days for x-rays and scans. You will be notified of your smear result directly by post. You must allow at least ten working days for letters to come from the hospital. Please do not make appointments to discuss matters before these times are up. HOME VISITS If you feel too ill to attend the surgery you may ring between 8am and 10.30am to request a home visit. These visits are reserved for patients who are too ill to travel. Giving the receptionist an idea of the problem helps the doctor assess the urgency of the visit. The doctor may phone the patient before visiting. If a patient has a temperature or rash, coming into the surgery will do no harm or endanger others. It will not always be possible to see the doctor of your choice if you request a home visit. DISTRICT NURSES The district nurses provide nursing care for patients that are housebound, ill at home or recently discharged from hospital. They are based at the surgery and can be contacted there. MEDICAL EDUCATION We are a recognised training practice for the General Practitioner Training Scheme. From time to time fully qualified and experienced Doctors (GP registrars) work with us. The practice is committed to on-going education both with the practice through regular education meetings and with undergraduate medical students from UEA and Cambridge, GPs in training and employing administration apprentices. HEALTHCARE SERVICES FRAMFIELD HOUSE SURGERY Providing all general practice medical services NHS COMMUNITY SERVICES District nurses – for home nursing care – 01394 389218 Podiatry – 01394 615203 Physiotherapy – 01394 615202 Health visitors – 01394 615220 Midwives – Maternity reception Ipswich Hospital – 01473 703108 OUT OF HOURS, BANK HOLIDAY AND WEEKEND COVER Outside the core practice hours of 8am to 6.30pm Monday to Friday please dial 111 and speak to NHS 111 service if you need medical help. The surgery telephones are not covered between 6.30pm and 8.00am the following morning Monday – Friday or at weekends or on bank holidays. For all medical emergencies dial 999. REPEAT PRESCRIPTIONS These can be requested: 1. Online via our website – please register for this scheme with pharmacy. 2. By ticking the items required on the repeat part of the prescription and place in the box in the dispensary. 3. In writing – please allow 2 full working days before medication is required. In the interest of safety and accuracy telephone requests are not accepted. There is an on-site pharmacy and all patients are able to collect their prescribed medication from Waterton Pharmacy even if they are registered at another practice. Waterton pharmacy is open from 8am to 7.30pm Monday to Friday, 9am to 1pm on Saturday and 10am to 12noon on Sunday. ACCESSIBILITY The surgery is DDA compliant and accessible to patients with disabilities. If you have any problems with mobility or specific needs accessing the surgery please speak to a member of the team. CARERS Do you know someone with a serious illness or disability? If so please let us know and we will make provision to assist you when visiting the practice. RECEPTION Our reception team are on hand to answer your queries or to assist patients and visitors to the practice. As they are an extremely busy team we would appreciate that patients check in for appointments using the self-check in system wherever possible. If you require a demonstration how to use this please ask a member of the team. TELEPHONE ADVICE Patients are able to contact the surgery to obtain advice from a GP. However this is for nonurgent advice as we cannot guarantee a same-day response. If your problem is more urgent then an urgent appointment is more appropriate. It would help the GPs to prioritise the call back request if you give the receptionist a brief summary of the clinical problem. CHAPERONES The practice offers a chaperone service is requested. If you would like a chaperone please either speak to the receptionist on arrival or with your clinician. PRIVATE SERVICES AND FEES Services such as private medical examinations, insurance claim forms and travel vaccinations are outside of NHS and clinicians are entitled to charge a fee. Details of these charges are available on request. CONFIDENTIALITY The practice complies with the Data Protection Act 1998 and will only disclose information about you with your full consent or where there is a risk to public health. All our staff are bound by these strict rules of confidentiality and we request that patients respect this when requesting information for others. INTERPRETATION SERVICES The practice provides a translation service through language line where appropriate. If you require this service please speak to a member of the team at the earliest possible time to avoid delays in provision. The practice will make provision for a longer consultation time to assist with any difficulties you may have. ZERO TOLERANCE The practice strongly supports the NHS policy on zero tolerance. Anybody attending the surgery who abuses GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever will risk removal from the practice list. The practice has a duty to provide a safe and secure environment for patients, staff and visitors. PATIENT PARTICIPATION GROUP The practice has an active patient participation group who meet on a regular basis to work in collaboration with members of the practice to continue to improve the services provided to our patients. This is a vital group and ensures that the practice is able to understand issues from patients themselves and through discussions able to changes procedures. If you are interested in joining this group please contact Jayne Casey at the practice. CHANGE OF PERSONAL DETAILS It is important to let the practice know if you change your name, address, home telephone number or mobile telephone number so that we can update your records. The practice may contact you by phone or letter concerning results and hospital letters and cannot be held responsible for correspondence that is not received. CANCELLING APPOINTMENTS If you cannot keep an appointment please let us know as soon as possible so we can offer it to another patient. SUGGESTIONS OR PRAISE We try to provide a quality and caring service for our patients within the resources available. We welcome any comments to the team of how you feel we can improve our service or even just to say how happy you have been with our service as the staff are always pleased to hear they have achieved their aim of an excellent patient service.We are also registered for the friends and family survey where you can comment within the surgery or I want great care and our online patient survey. We value your comments from all our surveys and do use this information to improve our service. COMPLAINTS Should you have any concerns about your experiences at the practice you can raise these by speaking to a member of the practice management team or in writing to the practice manager. The practice has a formal complaints procedure which is available either by contacting the practice directly or downloading a copy from our website. All complaints to the practice are fully investigated and a written reply sent. The practice also discusses the complaints in their education meetings to learn from them to continue to improve our service to our patients. FREEDOM OF INFORMATION The Freedom of Information Act 200 aims to produce a culture of openness in public bodies, by providing members of the public with the right access to information held. The main purpose of this is to show how public money is being used. The practice is considered to be a public body for the purposes of this Act. Therefore members of the public (not necessarily patients) can request information from them. We can confirm that no patient information is disclosed. SELF-TREATMENT OF COMMON ILLNESSES BACK PAIN Back pain causes millions of lost working days in Britain each year. Usually too much or inappropriate lifting or gardening is the cause. Be sensible, take things easy, prevention is better than cure. Rest and painkillers will relieve most cases within a few days. Your doctor will not mind if you approach a qualified physiotherapist, osteopath or chiropractor directly. BURNS AND SCALDS Apply large quantities of cold water to the burn as soon as possible and maintain this for several minutes. A loose dressing is suitable for unbroken or mildly blistered skin. Larger burns and burns in children should be seen by a nurse or doctor. COUGHS, COLDS AND SORE THROATS No magic cure has been found for these common ailments. Viruses cannot be treated with antibiotics. Aspirin or paracetamol, soothing drinks and other remedies help relieve the symptoms until they pass naturally in a few days or so. DIARRHOEA AND VOMITING Again normally caused by viruses. Even holiday diarrhoea can be treated by small amounts of clear fluids, not milk, taken frequently to rest the stomach and prevent dehydration. In children, mixtures of glucose and salts purchased over the counter can be used. If the patient appears very ill, or in babies who can become dehydrated more quickly, consult the doctor if symptoms persist. EARACHE Usually earache accompanies coughs and colds. Paracetamol will relieve the pain. If symptoms persist, and with children, consult the doctor at the next surgery session. HEAD LICE Very common in children, head lice prefer clean hair and are not a sign of poor hygiene. Lotions are available from the pharmacy for all the family. THREADWORMS All children will get these at some stage. An itching bottom, especially at night, is the most common complaint. Threadworms resemble small pieces of white cotton. The pharmacy can advise you about treatment, again for all the family. HEAD INJURIES/CONCUSSION Most bumps on the head cause no damage. A slight headache can be helped with paracetamol. If the patient is knocked out for more than a few seconds, consult the doctor who may advise that the patient is taken to hospital if a more serious injury is suspected even though the patient can at first appear well. SPOTS Most childhood spotty illnesses are minor and often cause little upset. Measles is more serious, but is rare now that children are immunised. The doctor will not mind you attending the surgery with a spotty child to confirm diagnosis. All of these illnesses are contagious before the spots appear. INSECT BITES/STINGS Antihistamine tablets are available from the pharmacy which relieves itching as does calamine lotion. Antihistamine cream is not recommended. NOSEBLEEDS Pinch the nose between thumb and forefinger gently for 5 to 10 minutes below the nasal bone. Persistent bleeding or a clot of blood down the throat may need further medical intervention. If heavy bleeding continues for more than 20 minutes you should go to A & E. SPRAINS R.I.C.E. – Rest, ice, compression, elevation. A cold compress of ice (a bag of frozen peas) applied to the strain for 30 minutes reduces and prevents swelling. A crepe bandage can be used and elevation continued until all swelling subsides. Gradual resumption of movements and exercise over a few days is recommended. SUNBURN Treat as other burns. Calamine lotion and paracetamol will help. Avoidance, especially in children is most important. High factor sunblock and hats etc are advisable in all but the mildest of exposure to the harmful effects of the sun. PRIVATE PROVIDER SERVICES AT THE SURGERY The surgery provides access to additional private healthcare services within the centre. Full details of all these services together with the fees payable are available from reception. Acupuncture Acupuncture Clinic Dr Haiguo Hong 01394 615500 Audiology The Hearing Care Centre Karen Finch Freephone 0800 096 2637 Chiropody/Podiatry Graham Galaway 01394 615500 Advanced Electrolysis Maureen Gillanders 01394 615500 Mental Health & Emotional Issues Osteopathy Val Chater 07775 600230 East Coast Osteopaths Susan Kimber 01394 615500 Physiotherapy Newman Physiotherapy Mark Newman/James Potter 01394 615500 or 07931 611321 Psychology Flexible Psychological Solutions LLP Martin Wilks 01473 356302 or 07950 802613