Download telephone advice? - Framfield House Surgery

January 15, 2018 | Author: Anonymous | Category: , Science, Health Science
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Welcome to Framfield Medical Centre

Framfield Medical Centre Ipswich Road Woodbridge Suffolk, IP12 4FD Telephone: 01394 615500 Fax: 01394 387632 Surgery Opening Times Mon, Tues 8am -8pm Wed – Fri 8am – 6:30pm

E-Mail contacts: [email protected] Practice Website –




THE DOCTORS Over 10,000 patients are already registered with the practice. Our five full-time GP partners each take a lead role in the management of the practice and they are supported by salaried GPs and registrars (doctors training to become GPs). Dr Jonathan Haigh. MBBS. MRCP (UK), MRCGP, DRCOG Qualified from Newcastle-upon-Tyne 1976 The Senior Partner – he is a GP trainer responsible for the training of GP registrars.


Dr Richard Verrill. MBBS, MRCGP, DRCOG, FPcert. Qualified from University College Hospital, London in 1981. Started GP training scheme in 1983. Worked in London, and Isle of Wight, followed by orthopaedic experience at U.C.H. London and Royal National Orthopaedic Hospital, Stanmore. Joined as a Partner in 1986. Dr John Lynch. MBChB, MRCGP, FPcert Qualified from University of Bristol 1991. Joined the Practice in 1995 . Dr Lynch is responsible for University of East Anglia medical student training in the practice, he has recently become the representative of the practice on the DHG commissioning group. John is also the Medical Officer to the Seckford Foundation. Dr Tim Reed. MBBS, MRCGP, DRCOG, DCH Qualified from St Mary’s Medical School, London 1985. Brought up in Suffolk, was a GP Partner in Felixstowe for 12 years before joining the Practice in 2003. Tim is a GP trainer responsible for the training of GP registrars. Tim supports the super blues! Dr Philippe Weeks. MBBS, MRCGP Qualified from Charing Cross & Westminster Medical School London, in 1992. Gained widespread general medical experience as a hospital doctor for 9 years with a special interest in cardiology. Worked in New Zealand for 3 years as a medical registrar, consultant physician, and emergency physician. Joined as a partner in 2004. Our Associates (Salaried GPs) Dr Debbie Fairweather. MBBS, DA, DRCOG Qualified from University College, London in 1982. Worked in Suffolk since1983, completed GP training in 1986. Has worked since locally as a GP locum, as a clinical assistant in Dermatology at Ipswich Hospital, and currently as a salaried GP both at Aldeburgh Surgery and Framfield House. Dr George Enslin MBChB, MRCGP. Qualified from University of Orange Free State, South Africa, 1986. Solo private practice for 13 years in rural farming community before immigrating to UK. GP training at Framfield House 2005 and has been working here since. George is also the doctor responsible for army personnel at Rock Barracks, Woodbridge.

Dr Alison Caney MRCGP, BMBS, DCH, BMedSci(hons) Qualified from University of Nottingham in 2002. Has worked in West London for the past 8 years, where she completed her GP training. She has recently relocated to Suffolk and started at Framfield House in April 2011 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 before joining their own practice. Medical Students are occasionally attached to the practice.

May 2011



INFORMATION – Staff & Services

Business Manager Administrators

Nurse Practitioner Practice Nurses Health Care Assistants Medical Secretaries Receptionists Dispensary Manager Dispensers

Carole Edwards, MBA Linda Hales – Finance Lindsay Baskett – Administration and Clinics Paul Jones– IT & Facilities Debs Hayward/Sue Potter - Clinical Catriona McCallum Sallie, Sarah, Nicky & Emma Tara, Sue & Jane Sue Munro, Debbie Roberts & Brenda Polly, Lisa, Hilary, Jane, Tracey, Colleen & Angela Trina Freezer Sarah, Anj & Nina

Framfield Medical Centre is purpose built with disabled access AND dedicated car park. In the event that our car park is full patients can use the Notcutts overflow car park. The surgery offers access to the following healthcare services: 1.

Framfield House Surgery providing General Practice services.


NHS Community Services eg.. District Nurses, chiropody, physiotherapy, and Children's services.


Private Healthcare (Hearing Care, osteopathy, physiotherapy, massage therapy, counselling, shiatsu and Thought Field Therapy )


District nurses - for home nursing care. 01394 389218 Health visitors - Tel 01394 615220. Midwives - Maternity Reception, Ipswich Hospital 01473 703108. Physiotherapy - 01394 615202 Podiatry and ECG - 01394 615203

May 2011



THE PRACTICE AREA: The practice area covers a 6 mile radius of Woodbridge and the following town/villages are included in it:

•Boulge •Brightwell •Burgh •Charsfield •Culpho •Debach •Great Bealings •Hasketon •Kesgrave •Little Bealings •Melton •Pettistree •Rendlesham •Sutton •Waldringfield •Wickham Market

Bredfield Bromeswell Campsea Ashe Clopton Dallinghoo Eyke Grundisburgh Hemley Letheringham Martlesham Newbourn Playford Shottisham Ufford Wantisden Woodbridge

Registration enquiries: NHS Suffolk PCT, Rushbrook House, Paper Mill Lane, Bramford, Ipswich. Website:

May 2011



INFORMATION - appointments

HOW TO MAKE AN APPOINTMENT Routine appointments are 10 minutes duration. There are three ways to make an appointment at our Surgery: 1.

Appointments can be booked on the phone by speaking to a receptionist on 01394 615500 between 0800 and 1830 any day Monday to Friday.


You can book appointments online on EMIS Access by registering for this service at our Reception Desk.


You can book appointments by using the Automated telephone booking service 'Patient Partner' which is available 24/7 on 01394 615000 and option 0.

I need to be seen today… Patients who request “same day” appointments are deemed to be in need of immediate, urgent or emergency care. If you phone up asking to be seen that day, our receptionists may ask you for some information about your condition as these appointments are mainly for immediate and necessary cases, as detailed above, rather than for routine checkups. Our Receptionists endeavour to offer “same day” appointments - but cannot guarantee these will be with your preferred GP. I’d like to book ahead… Patients who choose to pre-book appointments usually have routine or non-life threatening conditions. We try hard to ensure that appointments can be booked as far in advance as possible; this can be up to six weeks ahead; dependant upon GP availability.

There are evening Emergency clinics for patients who requested an urgent “same day” appointment after the GP clinics were fully booked. These are run by our Nurse Practitioner and trained Practice Nurses - they will assess and deal with your problem or refer you to the Duty Doctor if necessary. Appointments with a specific GP.. Demand for appointments with the GPs who you are registered with often exceeds the number of appointments available. Therefore patients are often disappointed to hear that there is a long delay in being able to get an appointment with them. Whilst we appreciate that many of you prefer being seen by your registered GP if, or when, there is a long wait we need to be able to offer an alterative - therefore appointments are routinely offered with our other GPs (Drs Fairweather, Enslin & Townsley). DELAYS? On occasions appointments may fall behind due to emergency consultations or home visits, in which case our Receptionists will inform you of any delays. If YOU are likely to be delayed please ring our surgery and let us know.

May 2011




The surgery is DDA compliant and accessible to patients with disabilities. If you have problems with mobility, specific occupational needs or have to make arrangements for other to transport you to the surgery please let us know.

EMERGENCY OUT OF HOURS COVER Out of hours emergency care is provided in Suffolk by 'Harmoni’ - the telephone number is 0300 130 3066. To contact a doctor in an emergency ring 01394 615500 - if the surgery is closed, stay on the line and you will be put through automatically.


8am to 6:30pm – with late opening on Mondays & Tuesdays until 8p.m – for pre-bookable appointments only.


Our Receptionists assist anyone visiting the practice, attending first floor treatment areas or using the services provided by private healthcare providers. They also meet and greet visitors attending the Practice for professional meetings and take telephone enquiries – they are often extremely busy as a result and would appreciate patients using the self-check in whenever possible.


We offer appointments in clinics run by our qualified Nurse Practitioner, Catriona McCallum. She works closely with our doctors and is able to assess, review and treat a wide range of conditions and is able to prescribe some medications independently.


Whilst we do not accept clinical enquiries via email (for security reasons) we are able to seek telephone advice from our GPs on request however this is a non-urgent service and we cannot guarantee a same-day response. Our receptionists may ask you for information about your condition to allow the GPs to prioritise these call back requests in terms of clinical need. We appreciate that some patients may well feel uncomfortable with this, and you are perfectly free to decline to give such information, however please be aware it may delay your response.


A Chaperone is available if required, please discuss with the Doctor.

May 2011




Nurse Practitioner – Catriona is a qualified Nurse Practitioner. She can review patients presenting with minor illnesses, offer emergency treatment and prescribe routine medications. Practice Nurses - Sallie, Sarah, Nicky & Emma run chronic disease monitoring clinics for patients with long-term chronic medical conditions – patients are usually invited to attend these. They also run emergency clinics in the evenings for patients who request a “same day” appointment after 11a.m. They will make an assessment and, if necessary, make arrangements for patients to be seen by a Duty Doctor. They also offer some contraceptive services, cervical smear checks, ear syringing, dressings/wound care, immunisations and travel advice. Our Health Care Assistants are trained to provide phlebotomy (blood tests and perform ECGs, routine Blood Pressure check and new Patient Health Checks. They also offer Alcohol and smoking cessation advice



All women aged 25 to 65 are strongly advised to have a regular cervical smear. The first smears are performed at 25 years of age, then 3 yearly up to 49 and then 5 yearly from 50 – 64. Patients will be recalled automatically.


The Practice provides a consultation on request to patients between 16 and 75 years of age who have not attended surgery during the last 3 years and also provides a consultation on request to patients over 75 years of age who have not attended the surgery over the last 12 months. If necessary, owing to a patients medical condition, this may take place in the patients home.

May 2011



TELEPHONE ADVICE Our telephones are very busy first thing in the morning, especially on Mondays. To help relieve this problem calls for test results and routine enquiries should be made from 10 a.m. onwards. Our clinical team will give advice over the telephone when they are not consulting. If appropriate our receptionists will take your contact details, along with an indication of your problem, and a message will be left for their attention. Receptionists have been asked not to interrupt the doctors in clinic and may therefore ask you to ring back between 11:30am and 12 noon unless your call is urgent. HOME VISITS

If you feel too ill to attend the surgery you may ring between 9:00am and 10:30am to request a home visit - regional guidelines suggest that home visits are reserved for emergencies and the elderly, housebound or terminally ill patients. Giving the receptionist an idea of the problem helps the Doctor assess the urgency of the visit. Information will be handled in the strictest confidence. OUT OF HOURS, BANK HOLIDAY & WEEKEND COVER Outside core Practice hours the answer phone will divert your call to the outof-hours service, HARMONI on 0300 130 3066. You can also contact NHS Direct (a confidential 24-hour telephone help line) for advice on Tel: 0845 4647 or has information on a range of healthcare providers. ACCIDENTS/EMERGENCY CARE We will review any emergency medical casualties at the surgery however, where possible, we ask you to telephone before bringing a casualty to us in order that we may alert a Doctor or Practice Nurse. Outside surgery opening hours - major injuries are dealt with at A&E, Ipswich Hospital, Heath Road, Ipswich. Tel: (01473) 712233 and Minor injuries are dealt with at the Minor Injury Unit at Riverside Clinic, Landseer Road, Ipswich (01473) 299622.

May 2011



DISPENSARY & PHARMACY Trina Freezer – Dispensary Manager We have a team of NVQ accredited dispensers. Our DISPENSARY is open Monday to Friday 8.00am- 7.30pm. Saturday 9.00am – 1.00pm and Sunday 10.00am -12.00noon Patients living 1.6km or more from a pharmacy are eligible to have their prescriptions dispensed here. Repeat prescriptions – can be requested in 3 ways: 1. 2. 3.

Online via the website. To arrange online repeats please register for this scheme with dispensary. By ticking the items required on the repeat part of your prescription In writing - please apply in writing at least 48 working hours before the medication is required.

In the interests of safety and accuracy telephone requests are not accepted. If you are taking regular medication your prescription will be printed from your computer medical record. Please allow 48 hours (2 working days) before you collect your medication. If you are a temporary resident we can dispense for you. WATERTON PHARMACY – all patients are able to collect their prescribed medication from Waterton Pharmacy, even if they are registered at another practice. There is also a varied choice of retail and medical products available – including vitamins and supplements, products for travel and disability aids. We now accept cash, cheques and debit cards. PRIVATE SERVICES & FEES Services such as private medical examinations, insurance claim forms, BUPA/PPP vaccination certificates, Passport and Licence authorisations are outside the NHS and the Doctors are entitled to charge a fee. Details of fees are displayed in our waiting areas. Our Private Healthcare service providers should indicate their fees either in their leaflets or in their consulting rooms – if not please ask before agreeing to treatment.

May 2011


PATIENT CHOICE Patients have the right to express a preference to receive services from a particular clinician, either generally or in relation to a specific medical condition, as long as they notify the Practice of this preference in writing.


ACCESS TO MEDICAL RECORDS As providers of healthcare services, our staff ask you for information so that you can receive appropriate care and treatment. Everyone working for the NHS has a legal duty to keep information about you confidential. You may be receiving care from other people as well as NHS staff. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need to know and it is in your and everyone's interest. Whenever we can, we remove details that identify you – the same rules of confidentiality apply. You have a right of access to your health records. The Data Protection Act (1998) gives you the right of access to all information that the Practice holds about you on manual and computer records. It is your legal right to see your records and if you so wish, to obtain a photocopy of them. Only in exceptional circumstances can access be withheld. If you would like to apply for access to your health records or receive further information about this please contact the Business Manager. An administration fee is payable for copies provided. VIOLENT/ABUSIVE BEHAVIOUR The Practice has a duty to provide a safe and secure environment for patients, staff and visitors. Violent or abusive behaviour will not be tolerated and decisive action will be taken to protect staff, patients and visitors. CONFIDENTIALITY The practice adheres to the Data Protection Act 1998, and will only disclose information about you with your full permission, or where there is a medical need to do so. All our staff are bound by strict rules of confidentiality. PATIENT GROUP Our Patient group (HELP) has recently folded owing to the relocation of the Chairman. This group provided a voluntary service providing Health Education Links for Patients and was intended to assist patients. Although we have no firm plans to establish a new group at this time we would be interested in hearing from anyone interested in either participating in a future patient group or wishing to offer their services as a volunteer. Please pass your details to the receptionists who will forward them to the Business Manager.

May 2011



NEW PATIENTS To register with the practice, please complete a registration form which is available from reception (or our website - checking that you DO you live within our practice area. You will be offered a health check with a Health Care Assistant to enable us to record your medical history before your records are received from your previous surgery. SICK NOTES If you are employed and absent from work for up to 7 days, you should complete a self -certification form, SC2, available from your employer. Your employer may request a private sick note for Occupational Health reasons for which a charge is payable. If you are self-employed you need to complete a DSS SC1 available from DSS. HOME VISITS We request that patients think carefully before requesting a home visit as often a more thorough and meaningful examination can be made in the surgery. Requests should be made before 10.30am. A brief summary of the problem is necessary to help the doctor prioritise visits. The visiting doctor may not be the doctor you are registered with. If you are waiting for a visit and feel the patient’s condition has deteriorated, please contact the surgery again to let us know. CHANGE OF PERSONAL DETAILS? It is important to let us know if you change your name, address or telephone number(s) so that we can update your record. If you leave the area you will have to register with another Surgery. CANCELLING APPOINTMENTS If you cannot keep your appointment, please let us know as soon as possible, so we that can offer it to another patient PRAISE, COMMENTS OR CRITICISM? Framfield House Surgery aims to provide a quality, caring service but we recognise that there is always room for improvement. We welcome any helpful comments, concerns or complaints - these can be directed in writing or over the telephone to our Senior Partner, Dr J. Haigh or to the Business Manager, Ms C. Edwards (01394) 615518 - e.mail [email protected]. We have a formal procedure which ensures that issues raised are recorded, discussed, remedial actions are agreed and, where contact details have been provided, written responses are issued. Copies of our Complaints Policy can be provided on request.

May 2011



You now have access to these additional private healthcare services: The Hearing Care Centre Computerised Hearing tests Outstanding aftercare Latest digital technology Home visits Sessions held all day Wednesday. For an appointment to have your hearing assessment call 0800 0962637 or visit our website at Osteopathy services - Susan J. Kimber BSc, (Hons.)Ost. Osteopathy can safely and naturally treat many conditions, including: Headaches Whiplash/Neck pain Sports Injuries Arthritis Sciatica Backache Muscular and joint problems in any part of the body, or associated with pregnancy. Sessions held on Monday & Friday (afternoons) and Tuesday & Thursday (mornings) For appointments please call Framfield Medical Centre on 01394 615500 Physiotherapy services Newman Physiotherapy offers treatment and advice on all muscle and joint pains including pulled muscles and sports injuries. Acupuncture treatment is also available. For further details please call 0793 1611 321 Sessions are held on Tuesday (afternoons) and Wednesday & Friday (all day) For appointments please call Framfield Medical Centre on 01394 615500

May 2011



Shiatsu Practitioner – Val Chater B.Ed; ITEC; Dip EASS; TFT Dx Adv. •Are you unable to “switch off” and relax? •Have you aches and pains? •Do you want to feel nurtured and nourished? •Are you prepared to take responsibility for your health? Shiatsu (Japanese from shi, meaning finger, and atsu, meaning pressure) is a traditional oriental practice, closely related to acupuncture, but using hands instead of needles to treat the body. Suitable for any age and whatever your condition, tailored to individual needs. Barefoot Shiatsu is available on request. Val also offers a new treatment for removing phobias usually within one or two sessions Thought Field Therapy (TFT) a powerful, safe, simple technique for unwanted emotions such as panic, anxiety, trauma, obsessive thoughts and addictive cravings. TFT involves tapping on certain acupressure points in a specific order while focussing on and thinking about the issue/problem. Ultimately for self-use, you can instantly reduce emotional distress quickly and when you need to. People have reported astounding results with TFT see file of testimonials/feedback on table in reception area. Val’s sessions are held on Tuesdays afternoon & evening. Shiatsu £45 Thought Field Therapy £69 (treatment time one hour) For further information please ring 07775600230

May 2011



Counselling services Counsellor - Sue Ward-Booth MSc CPsychol Chartered Counselling Psychologist Work with stress, anxiety, depression, post traumatic stress, relationship difficulties. Counselling short-term or long-term for individuals and couples. Over 16 years counselling/supervision experience. Works both at home and in Framfield Medical Centre Confidentiality respected. Sessions held on Monday (afternoons) For an appointment contact: 01394-388987 | e-mail [email protected] Counsellor - Lyz Mole MBACP (Accred) BA (Hons), Postgrad Dip Counselling, Associate University Counselling Service, UEA. BACP Accredited Counsellor. •Depression •Tension •Anxiety •Life-change •Relationships •Effects of abuse, loss and stress? Sessions held on Thursday (afternoons) For an appointment contact : 01394 384274 Chinese medicine & Acupuncture Doctor Haiguo Hong (Mmed, MATCM MCAA) •Addictions •Allergies (including asthma, hayfever) •Ear, nose and throat conditions •Mens and Womens disorders •Skin diseases •A range of other medical conditions (although, as a Medical Practice, we recommend you consult your GP for traditional therapies or treatment in the first instance) •For an appointment contact: 01394 615500

May 2011


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