Welcome to Framfield Medical Centre Framfield Medical Centre

Welcome to Framfield Medical Centre Framfield Medical Centre Ipswich Road Woodbridge Suffolk, IP 12 4 FD Telephone: 01394 615500 Fax: 01394 387632 Surgery Opening Times Mon, Tues 8 am -8 pm Wed – Fri 8 am – 6: 30 pm E-Mail contacts: IESCCG. framfieldhouse@nhs. net Practice Website – www. framfieldhouse. com IF YOU REQUIRE THIS INFORMATION IN LARGER PRINT PLEASE ASK AT RECEPTION July 2013 1

THE DOCTORS More than 11, 700 patients are now 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). Our Partners OUR DOCTORS… 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. MBCh. B, 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 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. Dr Julia Howard-Griffin BM, MRCGP, MRCOphth, DFFP Qualified from University of Southampton and has worked in the Ipswich and Suffolk area for many years, before this she practiced in Jamaica for 18 months and she has specialised in Ophthalmology and has been a chairman of governors for Ipswich high school. Our Salaried Dr Diar A Aref, MBCh. B, MRCP, MRCGP Qualified in 1996 at Al-Mustansirya University, Baghdad. Dr Aref is new to the Woodbridge area (having more recently worked in the Colchester and Frinton area of Essex). Dr Debbie Fairweather. MBBS, DA, DRCOG Qualified from University College, London in 1982. Worked in Suffolk since 1983, 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 Alison Townsley MRCGP, BMBS, DCH, BMed. Sci(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. (Dr Townsley is currently on maternity leave) Dr Thein Soe, MBBS, MRCGP Qualified in 1998 at the Institute of Medicine I, Yangon, Myanmar and completed training as a GP to attain membership of the Royal College of General Practitioners. Dr Soe originally came to Framfield House as a Registrar and has returned to us now as a fully qualified GP having more recently been a GP at Derby Road and Pinewood in Ipswich. He has a specific interest in the care of the elderly. 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. July 2013 2

INFORMATION – Staff & Services THE SURGERY STAFF: Business Manager Administrators Carole Edwards, MBA Linda Hales – Finance Lindsay Baskett – Administration and Clinics Jayne Casey-Operations Debs Hayward/Sue Potter - Clinical Nurse Practitioners Catriona Mc. Callum, Vivien Fong Practice Nurses Sallie, Sarah and Nicky Health Care Assistants Tara, Sue, Jane & Colleen Medical Secretaries Sue Munro, Debbie Roberts & Jeanette Collins Receptionists Tara, Polly, Lisa, Jane, Tracey, Colleen, Laura Dawn and Sarah Superintendant Pharmacist Kieron Watson Dispensers Sarah, Anj, Nina & Emma 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. 2. NHS Community Services eg. . District Nurses, chiropody, physiotherapy, and Children's services. 3. Private Healthcare (Hearing Care, osteopathy, physiotherapy, massage therapy, counselling, chiropody, shiatsu and Thought Field Therapy ) NHS COMMUNITY SERVICES CONTACT DETAILS: • • • 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 July 2013 3

LOCAL CATCHMENT AREA 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: www. suffolk. nhs. uk July 2013 4

INFORMATION - appointments APPOINTMENT SYSTEM 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. 2. You can book appointments online on Systm. Online by registering for this service at our Reception Desk. You will only be offered appointments with your registered GP. 3. 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. 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. Our dedicated number for cancellations is: 01394 615533 July 2013 5

SURGERY INFORMATION OTHER INFORMATION ACCESSIBILITY • 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 the NHS 111 service - the telephone number is 111. 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. OPENING HOURS • 8 am to 6: 30 pm – with late opening on Mondays & Tuesdays until 8 p. m – for pre-bookable appointments only. RECEPTIONISTS • Our Receptionists may 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. NURSE PRACTITIONER APPOINTMENTS • We offer appointments in clinics run by our qualified Nurse Practitioners, Catriona Mc. Callum and Vivien Fong. They work closely with our doctors and are able to assess, review and treat a wide range of conditions and are able to prescribe some medications independently. TELEPHONE ADVICE? • • 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. CHAPERONES • A Chaperone is available if required, please discuss with the Doctor. July 2013 6

SURGERY INFORMATION NURSE CLINICS Nurse Practitioners – Catriona and Vivien are qualified Nurse Practitioners. They can review patients presenting with minor illnesses, offer emergency treatment and prescribe routine medications. Practice Nurses - Sallie, Sarah and Nicky 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 11 a. 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 . CERVICAL SMEARS 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. PATIENTS NOT SEEN AT SURGERY RECENTLY 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. July 2013 7

EMERGENCY CARE & ADVICE 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: 30 am and 12 noon unless your call is urgent. HOME VISITS If you feel too ill to attend the surgery you may ring between 9: 00 am and 10: 30 am 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 please dial 111 and speak to the NHS 111 service if you need medical help fast but it's not a 999 emergency. www. nhs. uk 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. July 2013 8

DISPENSING & PRIVATE SERVICES DISPENSARY & PHARMACY We have a team of NVQ accredited dispensers. Our DISPENSARY is open Monday to Friday 8. 00 am- 7. 30 pm. Saturday 9. 00 am – 1. 00 pm and Sunday 10. 00 am -12. 00 noon Patients living 1. 6 km 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. July 2013 9

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. PATIENT RIGHTS & RESPONSIBILITIES 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. July 2013 10

PATIENT RIGHTS & RESPONSIBILITIES NEW PATIENTS To register with the practice, please complete a registration form which is available from reception (or our website www. framfieldhouse. com) - checking that you DO 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, SC 2, 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 SC 1 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. 30 am. 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. You can leave a message on our dedicated answering machine on 01394 615533, 24/7. 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 to our Business Manager, Ms C. Edwards (01394) 615518 - e. mail carole. edwards@gp-d 83057. nhs. uk. 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. July 2013 11

PATIENT – PRIVATE HEALTHCARE You now have access to these additional private healthcare services: The Hearing Care Centre Ltd – Karen Finch RHAD FSHAA FRSA With many years experience in the Hearing Care industry, The Hearing Care Centre is local, multi-award winning, family run business, offering independent and private hearing care service to patients throughout East Anglia. Hearing assessments and the fitting of the latest digital hearing instruments are the core business, but The Hearing Care Centre also offers other services including custom made earplugs, hearing aid repairs, earwax removal and tinnitus management. Actually anything that comes under the umbrella of hearing. Sessions are held at the surgery on Wednesdays. The company also offers home visits for those in the Woodbridge area who are not able to get out and about easily. For an appointment call Freephone 0800 0962637 or visit www. hearingcarecentre. co. uk 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 July 2013 12

PATIENT –PRIVATE HEALTHCARE. … 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 www. shiatsuval. co. uk www. tftval. co. uk July 2013 13

PATIENT –PRIVATE HEALTHCARE. … 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 Counselling Services Martin Wilks, Chartered Psychologist, Registered Counselling Psychologist, Coaching Psychologist, MSc. Couns Psych, Dip. Couns. Psych, Dip. PC Counselling is a Chartered Counselling Psychologist, Associate fellow of the British Psychological Society (AFBPs. S) and a Senior Practitioner member of the register of Psychologists specialising in Psychotherapy (ROPSIP). He has more than 20 years experience of helping clients in a variety of contexts, from a wide range of ages, cultural, and socio-economic backgrounds. Having accumulated 16 years experience in the development, management and supervision of counselling services in a frontline London, public-sector institution he now works independently offering counselling, psychotherapy, coaching, mediation, supervision, training and mentoring. For an appointment contact : the surgery on 01394 615500 or Martin directly 07950 802613 July 2013 14