1. INTRODUCTION TO STAFFA HEALTH 2. THE PRIMARY CARE TEAM 3. SYSTEMS AT STAFFA 4 IN-HOUSE SERVICES

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2 CONTENTS 1. INTRODUCTION TO STAFFA HEALTH a. Our Practice b. Our Principles c. Contact Details d. Opening Times e. Website 2. THE PRIMARY CARE TEAM a. General Practitioners (GPs)/Doctors b. Nursing Team c. Community Team d. Professionals Undergoing Training e. Administrative Staff PAGE SYSTEMS AT STAFFA a. Appointments b. Extending Opening Hours c. Fees d. Home Visits e. Obtaining Medicines Urgently (Emergency Only) f. Out of Hours Services g. Repeat Prescriptions h. Registration i. Testing Confidential Results Service j. Training IN-HOUSE SERVICES a. Child Immunisations b. NHS Health Check c. Minor Injuries Service d. Otago Fall Prevention Programme e. Self Help Blood Pressure and Weight Monitoring f. Virtual Ward

3 CONTENTS 5 HOSTED SERVICES a. Allied Health Professionals b. Carer Sitting Service c. Citizens Advice Bureau d. Continence Clinic e. Physiotherapy f. Speech and Language Therapy g. Talking Therapies 6. PATIENT ACCESS AND INVOLVEMENT a. Change in Personal Details b. Communication c. Patient Feedback d. Patient Participation Group e. Patient Newsletters f. Patient Reminders/Text Service 7. POLICIES AND PROCEDURES a. Care Quality Commission b. Chaperone Policy c. Complaints d. Confidentiality e. Consent f. Data Protection and Patient Information g. Freedom of Information Publication Scheme h. Information Governance i. Patients Who Do Not Attend (DNAs) j. Summary Care Records k. Zero Tolerance PAGE USEFUL CONTACTS COMMUNITY CONTACTS NHS CHOICES 23

4 WELCOME TO YOUR LOCAL GP SERVICES Surgery Covering Tibshelf, Holmewood, Pilsley and Stonebroom areas 1. INTRODUCTION TO STAFFA HEALTH a. Our Practice Staffa Health is a multi-disciplinary team providing primary care services for the villages of Holmewood, Pilsley, Stonebroom, Tibshelf and surrounding areas. We are a member of Hardwick Clinical Commissioning Group (CCG). b. Our Principles Staffa Health tries to ensure that patients are kept well-informed. As a team, Staffa Health aims to give patients the:- Advice and information needed to achieve and maintain better health Best healthcare possible using the resources available The members of the team believe that prevention is better than cure. As well as offering healthcare when it is needed, Staffa Health aims to work with the community to try to prevent problems from occurring. Therefore, the need for crisis services will decrease and the people served will enjoy a better standard of health. c. Contact Details HOLMEWOOD PILSLEY STONEBROOM TIBSHELF Surgery Surgery Surgery Health Centre Enquiries Address 19a Heath Road Holmewood Chesterfield Derbyshire S42 5RB Willow Close Pilsley Chesterfield Derbyshire S45 8JA 189 Birkinstyle Lane Stonebroom Alfreton Derbyshire DE55 6LD 3 Waverley Street Tibshelf Alfreton Derbyshire DE55 5PS Fax Prescriptions Health Visitors District Nurses As enquiries above - Option 4 - The line is open am pm There is an answer machine on the line There is an answer machine on the line admin.staffahealth@nhs.net 1

5 d. Opening Times Mon Tues HOLMEWOOD PILSLEY STONEBROOM TIBSHELF 8.30am 6.00pm 8.30am 1.00pm 8.30am 12.00pm 2.00pm 6.00pm 8.30am 12.00pm 2.00pm 6.00pm 8.30am 6.00pm 8.30am 6.00pm 8.00am 6.30pm 8.00am 8.00pm* Wed 8.30am 6.00pm 8.30am 12.30pm 8.30am 6.00pm 8.00am 6.30pm Thurs 8.30am 6.00pm 8.30am 12.00pm 2.00pm 6.00pm 8.30am 6.00pm 8.00am 8.00pm* Fri 8.30am 1.00pm 8.30am 12.30pm 8.30am 6.00pm 8.00am 6.30pm Sat Surgery Closed Surgery Closed Surgery Closed 7.00am 12.00pm* *Saturday morning & evening opening (between pm) at Tibshelf is for pre-booked appointments only. Patients who require an urgent response within the extended opening times are asked to contact the Emergency Out of Hours number Freephone NHS 111 e. Website Our website provides information for patients and families about: Our services and staff Latest Information & updates Surgery opening times Online services Making appointments Ordering prescription Newsletters Practice area Patient Handbook Further links & downloads And much more Image of Patient Newsletter Dec

6 2. THE PRIMARY HEALTH CARE TEAM Staffa Health is a multi-disciplinary team of health professionals from many different disciplines, who have a vast wealth of experience covering a wide variety of specialisms. a. General Practitioners (GPs)/Doctors Name Role THE GP TEAM Tim Scott Senior GP Partner Qualifications MB ChB (Sheffield 1987) Specialism Lead Clinical Area Name Role Qualifications Specialism Lead Clinical Area Name Role Qualifications Specialism Lead Clinical Area Name Role Qualifications Specialism Lead Clinical Area Cardiovascular Medicine, Cryotherapy, Joint Injections & Minor Surgery Caldicott Guardian & Clinical Governance Ruth Cooper GP Partner MB ChB D (Obst) RCOG DGM (Birmingham 1987) Dermatology, Family Planning & Gynaecology Clinical Commissioning, Safeguarding (Adults) & Community Support Team Paul Gadsden GP Partner and GP Trainer MB ChB DRCOG MRCGP DFFP (Sheffield 1997) Diabetes & Joint Injections Safeguarding (Children) Natasha Humes GP Partner and GP Trainer BMedSci (Hons) 2001, BMBS (Nottingham 2003) Family Planning & Gynaecology Learning Disabilities 3

7 Name Role Phil Parker GP Partner and GP Trainer Qualifications MB ChB MRCGP DCH (Birmingham 1989) Specialism Lead Clinical Area Name Role Cryotherapy, Minor Surgery, Ear, Nose & Throat GP Trainer Dan Stinton GP Partner Qualifications MB CHB, JCPTGP (Sheffield 2000) Specialism Lead Clinical Area Name Role Qualifications Specialism Name Role Qualifications Specialism Name Role Care of the Elderly & Palliative Care, Palliative Care Tolu Taylor GP Partner MBBS DRCOG (Nigeria 1990) MRCGP Mental Health Rebecca Davenport GP Associate MBBS, MRCP, DRCOG, DFFP, MRCGP (Newcastle1993) Diabetes, Family Planning & Gynaecology, Georgia Page GP Associate Qualifications MA. MBBS, DCH, DRCOG (London 1999) Specialism Lead Clinical Area Name Role Qualifications Family Planning & Gynaecology Mental Health Faye Geeson GP Associate BSc, MBBS, MRCGP, DRCOG, DFSRH, Specialism PGCME (London 2004) Family Planning & Gynaecology 4

8 The doctors role is to provide general medical services; to see patients, examine them, diagnose illness and agree treatment. If GPs consider that patients need specialist advice or access to more specialised treatment, they may refer the patient to a hospital consultant or a team therapist. Once a chronic (long-term or on-going) illness is stabilised, GPs may refer the patient to the nursing team for long-term support and monitoring. b. Nursing Team i. Nurse Clinicians Nurses play an increasingly important part in the modern health service. Sometimes patients may prefer to see a nurse instead of the GP; reception staff can help patients decide. The Nurse Clinicians have a general nursing background with extensive experience of practice nursing. They have also undertaken training which includes examination and diagnostic assessment with advanced prescribing so they are able to examine, diagnose common conditions, order investigations, agree treatment, and refer to other team members and hospital consultants. ii. Practice Nurse If you have a long-term condition such as Diabetes, Heart Disease, Asthma or COPD, the Practice Nurse will help and support your care and monitor your condition. 5

9 iii. Treatment Room Nurse These nurses carry out childhood immunisations, wound care, ear syringing, blood tests and smears as well as assisting the GPs with minor operations and coil fits. iv. Health Care Assistants Support the GPs and nursing team by performing tasks such as taking blood, performing lung function tests, measuring blood pressure and weight. Health care assistants are not trained nurses but have undergone training within the Practice and are supervised by the clinicians. c. Community Services i. Community Matron Is a qualified nurse who identifies, assesses and manages the care of complex patients with long term conditions. They are responsible for managing a caseload of patients, coordinating care packages, all the health and social care a patient needs and ensuring people get the right help at the right time. ii. Community Midwifery Team Provide support and care for expectant mothers throughout pregnancy and may include the delivery. They share this responsibility with the doctor and the hospital. Prior to the birth, parenting classes are run by the midwifery team. iii. Community Nursing Team Provides specialist nursing care in the home for housebound patients. Patients whose illness or condition prevents them from coming to surgery are given care and support to enable them to achieve and maintain the best possible quality of independent life. The Community Nursing Team will regularly assess patients health needs, monitor progress and discuss the details of care with them. They will liaise with other professionals involved in patients care, including hospital nurses and social services. iv. Health Needs Advisor Offers advice and support to patients, carers and their family when experiencing difficulties with routine daily activities. This service provides a link with the Practice and other agencies such as social services, occupational therapy, welfare rights and voluntary organisations. 6

10 v. Wellbeing Worker These professionals help people to set goals by developing personal health plans, giving practical support to increase motivation and fitness and make healthier choices. They work closely with facilities supporting exercise in the community. vi. Health Visitor These are nurses who have received additional training to work in the community, helping to prevent ill health and promote wellbeing. Their activities include work with young families, offering advice on feeding, sleeping and child development. d. Professionals Undergoing Training Some of our GPs are registered trainers and offer work placement for health professionals who are undergoing post-graduate training. This can include qualified doctors who are training to become GPs or nurses who are going to become community specialists. Patients will always be asked if they have any objections to be seen by a professional undergoing training. In order to provide feedback to the trainees, occasionally video-recordings may be made of patient s consultations with the doctor. This will only be done with the patient s consent and intimate physical examinations will not be recorded. Any planned video-recording will be explained fully to patients when they book an appointment and they will have a full opportunity to give or withdraw their consent. Their decision will not affect the consultation or future care with the doctor. The session will only be recorded if the patient has handed the GP a signed consent form. e. Administration Staff i. Patient Service Co-ordinator Team These are the people at the front line supporting the clinical team. At each surgery there is a team leader and a group of supporting staff. Their role is to ensure patients are directed to the right service, arrange appointments and deal with their enquiries. They will explain what the different health professionals offer and how to book to see them. Staff can help patients find more information regarding how to take care of their medical conditions. 7

11 ii. Central Support Staff Their roles are to co-ordinate and support the team. They also have a wide range of responsibilities including:- accounts, audit, communications with other health care providers, computer system, personnel, quality assurance. Practice Manager - Ruth Cater (BSc) - Manages the practice ensuring appropriate quality services are available for the registered population and ensures the practice is engaging with relevant external organisations to ensure continued service development. 3. SYSTEMS AT STAFFA HEALTH a. Appointments An appointment is needed to access most of the services. The Patient Service Coordinators can offer patients further guidance in complete confidence. It is helpful if patients can give as much information as possible when booking an appointment. This allows staff to discuss the options available with the patient to ensure they receive the best care possible. Staffa Health tries to offer the length of consultation which suits the individual circumstances. In order to facilitate this, patients should make sure their needs are known to staff. b. Routine Appointments Generally available 2-3 days after contacting the surgery but can be booked up to 6 weeks in advance. However, if patients require a specific clinician or location, the wait for a routine appointment may be longer. c. Urgent Appointments If you request an urgent appointment, you will be offered an appointment for that day whenever possible. This may be with a doctor or a nurse clinician. All of our nurse clinicians are very experienced and skilled to deal with all conditions that a GP may see. d. Telephone Consultations Many problems can be dealt with entirely over the telephone by a telephone consultation. This saves you an unnecessary visit to surgery. If you think your problem could be something that could be resolved over the telephone, please ask for a telephone consultation when you book your appointment. Our clinician will then telephone you for your consultation. 8

12 b. Extended Opening Hours Staffa Health s aim is to improve access for people who cannot come to surgery during regular working hours. At Tibshelf Surgery extended opening times are available from: pm on Tuesday and Thursday evenings and 7.00 am 12.00pm on Saturday mornings. These extra services are for pre-booked non-urgent doctor appointments only. Patients requiring urgent medical assistance during the extended opening times should contact the Emergency out of Hours Freephone NHS 111 c. Fees Most of the services provided are available free under the NHS. However, certain services incur charges such as some travel vaccinations, report signing, insurance documents, etc. Patients will be advised in advance when there is a charge. There is a list of fees available at each surgery. d. Home Visits We conform to the national policy on home visits, which is to offer this service only for those who are housebound or too unwell to come to surgery. Generally, the home environment is less suitable than the surgery for carrying out examination and diagnosis. For this reason, the doctor will decide whether telephone advice, attendance at surgery or a home visit is the best course of action. Home visit requests to the surgery should be made if possible before am on the day. e. Obtaining Medicines Urgently (Emergencies Only) If a patient runs out of their medication and the surgery is closed, they are advised to ring the Emergency out of Hours number Freephone NHS 111 where they will be advised on how to obtain an emergency supply of medication. f. Out-Of-Hours Services/Freephone NHS 111 Service Patients who call the surgery out of hours will be advised to ring Freephone NHS 111 for advice on any health problems. This service provides medical care out of normal surgery hours between 6.30 pm and 8.00 am and at weekends, it is staffed by a team of fully trained advisers, supported by experienced clinicians. The caller will be asked questions to assess their symptoms and then given the healthcare advice needed or directed straightaway to the local service that can help best. 9

13 Please note this is an Emergency out of Hours service for patients urgently needing medical assistance (but not a life-threatening situation). 10

14 g. Repeat Prescriptions At least 2 working days/48 hours notice is required for ordering a prescription so it can be prepared and signed by the doctor. Repeat medication is normally issued in sufficient quantity for 28 days and can be repeated for as long as they are authorised by the clinician. Prescriptions may be collected from the surgery or forwarded directly to a specific pharmacy. Please note repeat prescriptions cannot be issued at weekends, on public holidays or out of normal surgery hours. Prescriptions can be ordered several ways:- In person - the required items can be ticked on the tear-off slip from the previous prescription and returned to the surgery or the local pharmacy. Post as above but posted to your local surgery Telephone the local surgery (see page 1 for details) between Monday-Friday between am 2.00 pm Online - To use this service you must register with the surgery h. Registration Registration with Staffa Health entitles patients to use the services within all four of the Staffa Health sites. Patient Service Coordinators can provide the necessary registration documents. The map at the rear of this booklet shows the geographical area covered by Staffa Health. It is advised to keep this booklet as a reference to the services provided and the contact details. i. Testing Confidential Results Service When a laboratory test or x-ray has been carried out, patients will be advised how to obtain the result and whether a follow-up appointment is recommended. It is possible, by arrangement, to obtain the result either in person or on the telephone. This confidential service is carried out by trained staff at specific hours, after the doctor or nurse has looked at the result. Many results require a fuller explanation; in these cases the doctor or nurse may choose to give patients the result themselves and may ask that patient to book an appointment. 11

15 j. Training One afternoon a month, usually the third Wednesday, all surgeries close to enable staff to participate in training. Dates for the forthcoming year are on the website and posters will be on display at each surgery a few days before each closure. Patients who require medical assistance during these closures should contact the NHS Emergency out of Hours number Freephone IN-HOUSE SERVICES a. Child Immunisation Parents are encouraged to give their children the full range of recommended immunisations at the prescribed times. b. Minor Injuries Service Available at the Tibshelf surgery, this is a nurse-led service for treating minor injuries like sprains, eye abrasions and cuts for those patients who do not require the full facilities of Accident and Emergency (A&E). If patients are unsure whether their condition can be treated at the Minor Injuries Service, they are advised to call the surgery on c. NHS Health Check The check is part of a national scheme to prevent the onset of health problems and helps to identify potential risks of heart disease, stroke, type 2 diabetes or kidney disease. Patients who have not been diagnosed with these conditions and are aged between will be invited for a check once every 5 years. The check will take about 20 minutes and will include questions about patient s family health and lifestyle as well as recording the patient s weight, height, age, sex and ethnicity. Blood pressure and cholesterol tests will also be taken. d. Otago Fall Prevention Programme The 12 week programme is aimed at patients 65+ and is designed to reduce falls by improving leg muscle strength and balance retraining. Exercises classes, usually an hour long, are individually prescribed and delivered by a trained instructor and are held on Tuesday afternoons in Tibshelf Village Hall. In addition, participants need to complete the exercises three times per week at home. Whilst attending the programme a Nurse Clinician will also review the patient s health and medications to reduce any other factors which might be contributing to their condition. 12

16 e. Self Help Blood Pressure and Weight Monitoring Patients are supported in looking after and monitoring their own health. Blood pressure and BMI machines are available free of charge in the waiting room at each surgery. f. Community Support Team (Virtual Ward) This team facilitates care for people across health and social care. Its purpose is to avoid unnecessary admissions to hospital and prevent extended lengths of stay by ensuring people can be cared for in the community in their own home. The team consists of a named care co-ordinator, the community matron, a social worker and a health care assistant. There are plans to expand this team to include clinical staff from other services to enable us to provide much more integrated and joined up care in the community. This Programme is delivered with the support of: 13

17 5. HOSTED SERVICES a. Allied Health Professionals Patients can gain access to many other health professionals including dieticians, physiotherapists, podiatrists, mental health professionals, speech and language therapists, and audiologists, often at one of our own sites. These are trained and registered as therapists with their professional associations. b. Carer Sitting Service Specialise in caring for adults in the comfort of their own homes. It is accredited by Derbyshire County Council Social Services and by the Care Quality Commission. Telephone for further details. c. Citizens Advice Bureau (CAB) The CAB officer is available to offer free, independent and confidential advice on a range of social issues including legal matters, money and other problems. Appointments can be arranged through reception at each site. d. Continence Clinic Patients suffering from bladder or bowel incontinence can be referred by their GP or Nurse Clinician to the Continence Clinic. The Clinic is held on Thursday mornings at Tibshelf Surgery, where the Continence Physiotherapist will assess and advise incontinence treatment options. Alternatively to make an appointment call Emma on or Carol on e. Physiotherapy Physiotherapists help and treat people with physical problems caused by illness, accident or ageing. They regard human movement as central to the health and well-being of individuals. They identify and maximise movement through health promotion, preventive healthcare, treatment and rehabilitation. Referrals are made through GPs and Nurse Clinicians. f. Speech and Language Therapy This service is available for adults and children who have speech, language and communication difficulties. Referrals are made through GPs, Nurse Clinicians and Health Visitors (for children under age 5 years). 14

18 g. Talking Therapies Mental well-being is vitally important to everyone s general health.. This service offers self-help packages and individual or group therapy from counsellors to support people with mental health and lifestyle problems. Patients may refer themselves or by contacting their GP or Nurse Clinician. 6. PATIENT ACCESS AND INVOLVEMENT a. Change in Personal Details In order to keep records up to date, Patients are advised to let the Practice know of any changes in personal details, ie change of name, address or telephone number. b. Communication Staffa health continually strives to make communication with patients easier and more efficient. We now offer patients the opportunity to access electronically, via their personal computers or mobile devices, the following:- Book appointments Order repeat prescriptions We are working towards offering electronic access to patients to view their own personal medical records. More details will become available once this service is live. c. Patient Feedback Patients suggestions, compliments and comments are welcomed patients are asked to complete our patient survey for any ideas, praises or grumbles they may have. Complaints, comments and suggestions received are reviewed and changes or improvements are made. We conduct a survey each year across the surgery with the report of our results being published on our website at 15

19 d. Patient Participation Group (PPG) The group consists of patients and healthcare professionals and its aim is to promote the highest possible care for all patients. The Group is led by patients and is there to hold the practice to account for the services being provided. The group meets regularly and the role is developing. They play an important part in giving the patient view and ensuring services are appropriate. Further information can be obtained from the Practice Administrator at Stonebroom or reception at each surgery. Meeting details are on the notice board in each waiting room. The PPG also has a section on the practice web site. Please note the Group is not responsible for communicating with the Practice on matters of individual clinical care or complaints. It is also possible to request to be part of a virtual group of patients who are willing to be contacted about services so that their views can be heard without attending meetings. Please let the Practice Administrator know if you would like to be a part of this group. e. Patient Newsletter We produce regular practice newsletters which report on new developments and articles of interest for our Practice population. f. Patient Reminders/Text Service Staffa Health are now sending SMS (text message) confirmation and appointment reminder messages. Patients who give their consent to receive SMS messages from the surgery receive an SMS message to confirm the appointment details when they book an appointment and a second SMS message will be sent 48 hours before the appointment is due reminding them about their appointment. If you wish to start receiving the messages please let a member of the surgery staff know next time you contact us, and we will record your consent to receive the messages. The SMS messages are free - there is no charge to the patient receiving the message. It will be your responsibility to keep us informed if your mobile number is no longer in use or if you have changed your number. If you wish to opt out of this service please inform us. 16

20 7. POLICIES AND PROCEDURES a. Care Quality Commission (CQC) Staffa Health has been registered with the Care Quality Commission (CQC) since April This is a requirement for all GP practices, together with other providers of health and adult social care. The CQC is an independent body that regulates all health and adult social care services in England. b. Chaperone Policy Staffa Health is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure, where they feel one is required. A chaperone may be a family member or friend or a trained member of staff from the surgery. Patients are asked to make this request when booking an appointment so that arrangements can be made and the appointment is not delayed. If this is not possible, a formal chaperone will try to be provided at the time of request. However, occasionally it may be necessary to reschedule your appointment. If patients wish, they may refuse a chaperone and this will be recorded in their medical records. Clinicians may also request a chaperone for intimate examinations. The chaperone can be organised by the surgery. c. Complaints Staffa Health constantly strives to provide high quality care to all patients and welcomes patients comments and complaints. Sometimes patients concerns can be alleviated with an informal conversation and explanation. Patients wishing to make a more formal complaint about any aspect of the service should put this in writing to the Practice Manager. Our Complaints Procedure explaining the full process is available at reception. On receipt of a complaint the Practice Manager will endeavour to acknowledge it within 3 working days and aim to investigate within 1 month of the date when it was raised. Patients will be notified if the procedure is likely to take longer. 17

21 d. Confidentiality The Practice will ensure that patient confidentiality is maintained at all times by all members of staff. This includes the right of patients to ask for, and receive, a private discussion with any member of the team. Upon request, there is a room available for this at each surgery. Young people aged 16 or 17 are regarded as adults for the purpose of consent to treatment and are therefore entitled to the same duty of confidentiality as adults. Young people under 16 years of age, who have the capacity and understanding to take decisions about their own treatment, are entitled also to decide whether personal information may be passed on and generally to have their own confidence respected. e. Consent Consent is required from a patient regardless of the treatment, from a blood test to operations. Staffa Health ensures that patients are given sufficient information, in a way they can understand, to enable them to exercise the right (protected in law) to make informed decisions about their care. Some people cannot give consent to treatment, i.e. because they do not understand things or they are under 16. In these cases, consent may be given on their behalf ie by parent/guardian. Consent may be given:- verbally non-verbally, for example, raising a hand to indicate they are happy for a nurse to take a blood sample in writing, by signing a consent form Further information can be obtained from the Patient Consent leaflets which are in all waiting rooms. f. Data Protection and Patient Information To ensure that appropriate care and treatment is given, patients personal information is required and is recorded electronically. Staffa Health is registered to process personal and sensitive data under the Data Protection Act (1998) and staff have a duty to comply with the Act to ensure that personal information, given in confidence, remains confidential. This duty of confidentiality is conferred by common law, statute, disciplinary codes and contract of employment. 18

22 g. Freedom Of Information - Publication Scheme The Freedom of Information Act 2000 gives the general right of access to all types of recorded information held by the practice. The intention of the Act is to encourage a spirit of openness and transparency in the NHS and the whole public sector. If patients require any information, please contact the Practice Manager. h. Information Governance We believe that accurate, timely and relevant information is essential to deliver the highest quality health care. We recognise the need for an appropriate balance between openness and confidentiality in the management and use of information. Staffa Health fully supports the principles of corporate governance and recognises its public accountability but equally places importance on the confidentiality of and the security arrangements to safeguard, both personal information about patients and staff and commercially sensitive information. Staffa Health also recognises the need to share patient information with other health organisations and agencies in a controlled manner consistent with the interests of the patient and, in some circumstances, the public interest. If necessary, patient information may be shared with other professionals involved in their care. In some circumstances a court of law may ask for the patient s details to be released to statutory or other official bodies, for example if a court order is presented or in the case of public health issues. In other circumstances written consent may be required from the patient before information is released such as for medical reports for insurance, solicitors etc. Staffa Health is required by law to submit information for use by public health and for statistical purposes. Confidential information from your medical records can be used by the NHS to improve the services offered so best possible care is provided for everyone. This information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you. 19

23 i. Patients Who Do Not Attend (DNA) There is always a tremendous demand for appointments so it is disappointing when patients fail to turn up. The situation is monitored closely and, where a pattern is developing, patients are contacted to discuss the situation and to point out that it is not something which can continue. Wherever possible, we will work with the patient to try to overcome whatever is causing the difficulty but if the pattern continues, the patient may be removed from the Practice list. j. Summary Care Record The new Central NHS Computer System called the Summary Care Record (SCR) aims to improve the safety and quality of patient care. It will enable the healthcare professional to easily access essential patient information in an emergency or when the surgery is closed. It contains information about current medication, any allergies and bad reactions to medication previously taken. Existing patient s records have been uploaded unless patients have actively opted out. New patients registering with the Practice will be able to decide whether or not their information shared. Patients wishing to opt out should complete the form which is available from reception or available at k. Zero Tolerance Staffa Health strongly supports the NHS policy on zero tolerance. Anyone who attends the surgery and abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the Practice list. In extreme cases, police may be summoned to remove offenders from the Practice premises. 20

24 8. USEFUL CONTACTS Alcohol and Drug Advice Addaction (Alcohol Advice) (General Enquiries) Derbyshire Alcohol Advisory Service (DAAS) Dent s Chambers, 1st Floor, 81 New Square, Chesterfield, S40 1AH (for referrals Mon, Weds, Fri 9.30am pm; Tues, Thurs 9.00am pm) Derbyshire T3 (Alcohol and Drug Advice Support for U 18 s SPODA (support for those affected by someone else s drugs misuse) Care Homes Barnfield Manor Nursing Home, Holmewood Heathfield Gardens, Tibshelf Holmlea Care Home, Tibshelf Morton Grange, Morton Helplines and Advice Citizens Advice Bureau, Chesterfield Chesterfield Law Centre Connexions, Alfreton (careers support, advice & guidance for young people & adults) Connexions, Chesterfield Bolsover & Clay Cross Community Mental Health Team, The Old Vicarage, High Street, Bolsover, Chesterfield, Derbyshire, S44 6HF CRUSE (Bereavement) Helpline Derbyshire County Stop Smoking Service Domestic Violence - Derbyshire Domestic Abuse Helpline Family Solutions Derbyshire (Mediation Service) Kidscape - Anti-bullying (Helpline for parents) Non-Emergency Healthcare Advice/Out of Hours Service 111 Relate (Marriage Guidance) (appointment bookings, Mon-Fri 9.00am pm) Samaritans Unit 10 (Young Peoples Information Shop) A drop-in service 'one stop shop' providing information, support and advice on a range of issues for young people -no appointment needed Welfare Rights (Monday - Friday 11.00am pm)

25 Hospices Ashgate Hospice, Ashgate Road, Old Brampton, Chesterfield, Derbyshire, S42 7JD John Eastwood Hospice, Mansfield Road, Sutton in Ashfield, Nottinghamshire, NG17 4HJ Hospitals Barlborough Treatment Centre (orthopaedic specialist care), 2 Lindrick Way, Barlborough, Chesterfield, S43 4XE Bolsover Hospital, Welbeck Road, Bolsover, Chesterfield, Derbyshire, S44 6DH Chesterfield Royal Hospital (CRH) Calow, Chesterfield, Derbyshire, S44 5BL Genito-Urinary Medicine (GUM) Clinic Help Desk 8.30 am-8.00 pm Kings Mill Hospital, Mansfield Road, Sutton in Ashfield, NG17 4JL Clay Cross Hospital, Market Street, Clay Cross, S45 9DZ Pharmacies Location Location Pilsley Stonebroom Holmewood -Boots Tibshelf Skegby (Gilbody) Social Services Location Location Bolsover Clay Cross Chesterfield Mansfield and Ashfield Crisis Support (Option 1) Job Centre Plus Chesterfield and Mansfield (National Number Option 7 and ask to be put through to local office) Local Government Location Location Ashfield District Council Bolsover District Amber Valley District Council North East Derbys Derbyshire County Council

26 9. COMMUNITY SERVICES ORGANISATION SERVICE OFFERED Active Tibshelf Carers Sitting Service Enable Housing Exercise for All Ltd Services include: Providing a range of activities for adults, individuals and families which are accessible and incorporate fun, fitness and friendship. Caring for adults in the comfort of their own homes. Provide housing, support and care for adults with learning difficulties. High quality fitness suite with a wide range of exercise equipment Weight Management Class Part of the GP Referral Scheme Beauty and Massage Therapy Provides Community Equipment Services shelf.kk5.org NHS CHOICES NHS Choices is the online 'front door' to the NHS. It is the country's biggest health website and gives all the information patients need to make choices about their health. The website helps patients make choices about their health, from decisions about lifestyle, such as smoking, drinking and exercise, to finding and using NHS services in England. It includes more than 20,000 regularly updated articles. There are also more than 50 directories which can be used to find, choose and compare health services in England. Along with articles and reports, the site offers hundreds of videos, interactive tools and listings that allows comparison of services, such as hospitals, GPs, care homes or dentists. Services can also be rated and commented upon. Private user accounts can be created so that the contents are personalised on the NHS Choices homepage. There is also an automated translation system allowing most content to be displayed in more than 50 23

27 NOTES 24

28 Published January 2015