Medical Centre. Eastfield. Medical Centre. Practice Information. Eastfield. Health Focus. 14 High Street, Eastfield Scarborough YO11 3LJ

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1 Eastfield Health Focus We are a group of patients who work closely with the Doctors and staff at Eastfield Medical Centre to promote the services that are offered, and also to act as a voice for the local community to improve patient care. We are always interested in suggestions from other patients. If you would like to know more about us or perhaps would like to join us please leave a message with the Reception Team and a member of the group will contact you. Eastfield Medical Centre Eastfield Medical Centre 14 High Street, Eastfield Scarborough YO11 3LJ

2 Eastfield Medical Centre 14 High Street, Eastfield, Scarborough YO11 3LJ Emergencies/Enquiries Appointments Monday Friday 8.00am 6.30pm Repeat Prescriptions Monday Friday 8.00am 6.30pm Fax Drs Noble, Hughes, Saffman, Firfirey & Sayo Practice Manager: Mrs Michelle Frankish WE ARE HERE How to find Us We are a 3 storey purpose built premises situated on High Street in Eastfield, located adjacent to the library and close to the community centre and Proudfoot s supermarket car park. Accessibility For patients with particular needs, we have wheelchair access, a lift to all floors, adapted toilets, baby changing and breast feeding facilities. We provide disabled parking spaces within the staff car park and patients are also permitted to use the shared car park at the side of the community centre. There is CCTV in operation for your protection and security. We offer additional language translation in Afrikaans, Hindi, Urdu and Filipino and can arrange other interpretation for patients who do not speak English. Please advise staff if you require this or any other additional service when you book an appointment. Joining the Practice We currently accept new patients who live in Eastfield, Cayton, Crossgates, East and West Ayton, Filey Road (south of Wheatcroft), Flixton, Folkton, Gristhorpe, Irton, Lebberston, Osgodby, Seamer, Staxton and Hutton Buscel. You will be asked to complete a registration form, once this is done please return it to our Reception staff who will check it through with you. If you are on repeat medication or have an ongoing health problem you will be asked to make a routine appointment to see one of the Doctors. If you do not need an appointment with the Doctor you are welcome to arrange a routine health check with our nursing team. Our Doctors We are a Partner led practice. Dr Elizabeth Noble MB ChB. DRCOG (Female) Qualified 1983 Aberdeen Dr Philip Hughes MB ChB. DCH. MRCGP (Male) Qualified 1985 Leeds Dr Charles Saffman MB ChB. DA. MRCGP (Male) Qualified 1986 Liverpool 2 3

3 Dr Asif Firfirey MB ChB (Male) Qualified 1996 Cape Town, South Africa Dr Aldwin Sayo MD. MRCGP (Male) Qualified 1997 Davao City, Philippines Dr Anna Kemp MB ChB. MRCGP. DFSRH (Female) Qualified 2004 Leicester Dr James Crick MB ChB. MPH. MRCGP. MFPH (Male) Qualified 2000 Leeds When you make an appointment you may choose to see any of our Doctors. At times fully qualified Doctors who wish to enter General Practice are invited to join our practice for 6 months or 1 year. They have experience in hospitals and come to us to gain an insight into the nature of General Practice. They work in practice as part of our integrated clinical team. Our Nursing Team Our Nursing Team consists of a Nurse Practitioner, 2 Practice Nurses and 2 Healthcare Assistants. They offer a wide range of services including diabetic, asthma, heart failure, COPD reviews, dressings, injections, cervical smears, ear syringing, vaccinations, blood tests, blood pressure checks and general health checks. Various clinics run Monday to Friday to accommodate your individual needs and circumstances. Attached Staff Antenatal care is a Midwife led service (unless under the care of a consultant). Routine antenatal care is by appointment. Our District Nursing team have a base within the practice and provide nursing care to housebound patients. Our Health Visitor team are available for health advice for families with children under the age of 5. They also run a baby clinic every Tuesday from 1.00pm 2.30pm and provide child development checks. Receptionists Your first point of contact will be with one of our Reception staff. They are trained to deal with many of your enquiries and to organise appointments. We have a separate room available should you wish to speak with them in private. Other service providers in our building include: Chiropody Physiotherapy Addictive Behaviour Service IAPT (Improving Access to Psychological Therapies) Retinal Screening AAA Screening Phlebotomy (blood taking) Family Planning All the doctors at the surgery are happy to see any patient (whether registered with the practice or not) for contraceptive advice. This is a completely confidential service for both patients aged over and under 16 years. We offer a full range of services including coil and implanon fitting and emergency contraception. The emergency contraceptive pill is effective for up to 72 hours after unprotected sex. However it is more effective the earlier it is taken. We therefore advise patients needing emergency contraception to see us as soon as possible and to tell the receptionists that they need to see someone that day. Minor Surgery Within the practice some of the doctors are able to carry out minor surgical procedures to remove small sebaceous cysts or skin lesions etc. Dr Kemp also runs a cryotherapy clinic. Please feel free to discuss any of these problems with your doctor who will either deal with it themselves or refer you within the practice as needed. Normal Surgery Hours Monday to Friday 8.00am 6.30pm ALL doctor and nurse appointments are pre-bookable. Appointments can be made in person at the reception desk, by telephone on or on line (you will need to ask at Reception to generate a password for this service). Each appointment with the Dr is for 10 minutes and is for 1 person only. Please advise the Receptionist if you are booking for more than 1 person. 4 5

4 Open Surgery In addition to pre-bookable appointments we also offer a daily open surgery that runs between 11.00am and 12noon Monday to Friday. This is a sit and wait service and you will be seen by the first available Doctor. You cannot stipulate which Doctor you see but can be seen for either routine or urgent problems. Please be aware that waiting times will vary depending on demand and the number of Doctors working that day. It s a good idea to ring the surgery initially as there may be a pre-bookable appointment available that may be more convenient to you. Extended Hours Monday & Friday 7.30am 8.00am Pre-bookable appointments are available with clinicians to accommodate working patterns and individual circumstances of patients who find it difficult attending appointments within normal surgery times. This service is NOT an emergency surgery. Outside of opening hours If you require medical advice or treatment outside of our opening times please ring NHS 111. NHS 111 can be contacted 24 hours a day further information and advice can be obtained from Attending Appointments When you attend the surgery for your appointment please register at reception so that we know you have arrived. Please do not hesitate to ask our staff if you need assistance in any way. For example: let the receptionist know if you have difficulty hearing or if you think you have an infectious illness or if you feel too poorly or distressed to wait in the waiting room. A separate room can be provided in which you can speak to a member of staff or we can provide a room in which you can wait in private if you think you have an infectious illness or if you feel too poorly or distressed to wait in the waiting room. Some people feel very nervous when they see a Doctor or Nurse and forget some of the things they intended to say. It could help to write down your symptoms before you come to the surgery. If during your consultation there is anything that you don t understand please tell the Doctor or Nurse and they will explain it again to you. If you wish to be accompanied during your consultation you may bring a friend or relative with you. You may request a chaperone during your consultation. Please ask at reception and we will be happy to ask one of our clinical staff members to do this. We are a Training Practice, which means from time to time we will have Doctors working with us to learn about General Practice. Videotaping of consultations has been used for many years to help train and assess General Practitioner s skills. The tape is used to improve their skills and allow others to assess them. The video concentrates on the Doctors side of the consultation, not the patient. You will always be asked before being recorded. If you choose not to take part in video this will not affect your care or treatment in any way. Patients Rights and Responsibilities All patients have the right to be treated with respect and not to be discriminated against on the basis of their race, gender, sexuality or disability. Patients also have the responsibility to ensure they treat all the practice staff with the same respect. We operate a zero tolerance policy throughout the surgery and abusive, threatening or intimidating behaviour will not be accepted. Patients displaying this kind of behaviour could result in them being removed from our practice list and having to register elsewhere. Violence towards Doctors, staff or other patients will be reported to the police and the patient(s) involved will be removed from the practice list with immediate effect. Home visits Home visits are only for those patients who are truly housebound or too ill to attend. The best place for patients to be seen is at the surgery where we have the equipment and staff to deal with problems. Home visits will be performed by the duty Doctor for that day who may not be your usual Doctor. When asking for a home visit please be prepared to give some details of the problem to the reception staff so that the Doctor can judge the urgency. The Doctor may telephone you back to discuss the visit. Requests for home visits should be made before 10 am except for emergencies and on

5 Repeat Prescriptions If you are on regular medication your Doctor may give you a repeat prescription ordering slip. To obtain a repeat prescription either tick the items needed and bring or post it to the surgery. Alternatively you can telephone on If you request your Prescription by phone if possible please do not call until after 10am. This helps us keep our lines free at peak times for emergencies and appointments. Please do not ask for anything that is not on the slip. Please allow 2 working days before collecting your prescription. Some local chemists offer a prescription collection service; please note that they may require extra time in addition to our 48 hours before it is available for delivery/ collection. Please speak directly with them to arrange this service. You will however need to see the Doctor intermittently for a review in order to check that you are still receiving the best treatment for your illness. The review date on the right-hand side of your prescription tells you when you should attend for this review. If you are unsure about this please ask at reception. Results If your doctor has asked you to contact the surgery for the result of a test you should telephone on The line is open between 8.00am and 6.00pm. Due to confidentiality we will not give out results to anyone who telephones on your behalf. Please note that Receptionists will only be able to give information that has been authorised by the Dr and they do not have clinical knowledge. Sick Notes The first 7 days off work are covered by self-certification. The person who pays your wage or allowance will advise how to self certify. The Doctor will issue a Medical Statement after 7 days if appropriate. We do not usually give certification for schools or colleges unless you are missing a public exam or have a particularly long illness. Services not available on the NHS Medical Examinations for employment, travel, licenses, private certificates and reports, passport countersigning and some travel vaccinations are not normally available under the NHS. Current fees for these services are available from reception. Medical Records Your medical record is a life long history of your consultations, investigations, prescriptions and other treatments. The practice currently uses paper notes and computer records to store this information. Your GP is responsible for the accuracy and safekeeping of your medical records. You can help to keep this accurate by letting us know of any change of name, address, telephone number and marital status. If you feel any of your records are not accurate please let us know and we will correct them. You have a right to keep your personal health information confidential between you and your Doctor, unless: The Law courts insist that we disclose medical records to them You develop certain infectious diseases that mean we have to notify the Public Health Department (e.g. meningitis or measles) We need to share information to protect another person s health and safety There is a balance between your privacy and safety and we will normally share some relevant information about you with other health professionals involved in your care unless you specifically ask us not to. This could include doctors, nurses, or therapists. Practice staff has limited access to medical records. This is to allow them to tell you the results of tests, deal with your repeat prescriptions and home visit requests and perform various administration and filing tasks associated with your care. All the staff in the practice will protect your privacy and confidentiality. We may need to use limited information from your medical records to: Update the primary care trust/ health authority about which patients are registered with us Update the primary care trust about certain areas of our work for which we are paid e.g. minor surgery, coil and implanon fittings, vaccinations quality care standards for chronic illness, mental health and cancer 8 9

6 Update the primary care trust regarding people entitled to vaccinations and screening programmes Review the service we are providing to ensure it is of the highest standard Notify the committee for safety of medicine and drug research prescribing unit of any major or new drug side effects you have experienced. This is to help protect the general public s health If you do not want us to do this please let us know. Occasionally we are asked to provide reports for Social Services, the benefits office, employers, solicitors or insurance companies. This information will only be provided if you have given your signed consent. By law you are entitled to see your medical records. If you wish to do so please put this in writing addressing it to Michelle Frankish the Practice Manager who will contact you to arrange an appointment with one of the Doctors to be with you so that they can interpret any technical medical language for you. Patients Views Our aim is to provide a high quality, friendly confidential service. We do provide a suggestion box in the waiting room to encourage ideas to improve our service to patients. Comments & Complaints If you have a comment or complaint about the surgery please address this to Michelle Frankish the Practice Manager. A full copy of our complaints procedure can be obtained from reception. Alternatively you can address any complaints to: Cloverleaf Advocacy Service, Tower Court, Oakdale Road, Clifton Moor, York, YO31 4XL Telephone: helpwithnhscomplaintsnorthyorks@cloverleaf-advocacy.co.uk Website: NHS Commissioning Board, PPO Box 16738, Redditch, B97 9PT Telephone: nhscommissioningboard@hscic.gov.uk The NHS Commissioning Board can help refer unresolved complaints to the Independent Parliamentary and Health Service Ombudsman write to Millbank Tower, Millbank, London, SW1P 4QP or telephone Eastfield Medical Centre is a member of: NHS Scarborough and Ryedale Clinical Commissioning Group Scarborough Town Hall, York House, St Nicholas Street, Scarborough YO11 2 HG Telephone: nyy-pct.srccg@nhs.net This leaflet is available in larger print on request