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Sarum House Surgery
 Sarum House Surgery

Reception: (01432) 265422
Prescriptions (01432) 271736
Fax: (01432) 271 610
sarum.web@nhs.net
Thursday 14th June 2018 - We have a problem with our telephones this morning. The telephone provider has been informed and is working on the problem. Please accept our apologies for any inconvenience.

 

A copy of our practice leaflet can be accessed by clicking here.  The information is also reproduced below.

 

 

3 St Ethelbert Street

Hereford HR1 2NS

 

Tel:  01432 265 422

 

 

 

 


Dr J Litchfield, Dr A Heal, Dr A Watts, Dr F Chataway

 

www.sarumhousesurgery.nhs.uk

 


 

 

Welcome to Sarum House Surgery

 

We are committed to providing a high quality NHS medical service to patients registered with the Practice.  We have a team of doctors, nurses, reception and administrative staff with attached district nurses, health visitors, midwives, counsellors and a physiotherapist who work together to promote good health and well being for our patients. 

 

Sarum House Surgery provides NHS services to patients living within Hereford.  Not all areas fall within the Practice boundary – please enquire at reception.

 

If you are thinking about registering with the Practice, please talk to one of our receptionists who will be happy to discuss this with you.  If you are already registered with the Practice please keep this leaflet as a reminder of Practice telephone numbers and services.

 

We regret there is no parking for patients on site but there is roadside parking and several public car parks are nearby. 

 

 

Telephone Numbers:

 

Main reception                          (01432) 265 422

Surgery Fax number                  (01432) 271 610

Repeat Prescriptions                 (01432) 271 736

District Nurses                          (01432) 370 373 

 

Surgery Opening Hours

 

Monday - Friday                                    8.00am - 6.00pm*

 

Surgery Appointment Times

Monday - Friday                                    8.30am - 1.00pm and 2.00pm - 6.00pm

 

Times may vary slightly from day to day.    

 

Extended Opening Hours

* There are also a limited number of doctor and phlebotomy appointments available to pre-book before 8.00am and after 6.30pm Monday - Thursday.   Unfortunately, during these times we are unable to offer any other services.  

 

 

 

 

 

Clinical Team

 

GP Partners

Dr Jennifer Litchfield                 BM  DCH  MRCGP  DRCOG

Dr Andrew Heal                         MB BS  DCH  DRCOG  DA

Dr Andrew Watts                       MB BS  FRCP  Dip PCR

Dr Fiona Chataway                    MB BS  MRCP  DRCOG Dip DERM

 

Other GPs

Dr Sarah Morgan-Jones              MBChB MRCGP DRCOG DFFP

Dr Gemma Llewellyn                   MBBCh, MRCGP, DFSRH, DRCOG

Dr Elizabeth Bullivant                 BMedSci, MBChB, MRCGP

Dr Hayley Driver                          MBChB, MRCGP, DFSRH

 

Named GP - Every patient at Sarum House Surgery has a named GP but all of the GPs works closely together as a team and you can choose to see any of the doctors who are available.  Please ask at reception if you would like to know who your named GP is.

 

GP Registrars

Sarum House is a training practice and we are regularly joined by experienced doctors who wish to gain further experience at the surgery for either six months or a year to complete their training in General Practice.

 

As part of the training process it is occasionally necessary for the doctors to use a video camera.  No consultation will be recorded without your knowledge and consent.  We will, of course, respect your wishes if you would prefer not to have your consultation recorded.

 

Nurse Practitioners

Karina Blunn                             

 

Practice Nurses

Julie Morris                                           Jayne Thursfield                       

Rebecca Livingston                               Angie Quinlan   

Louise McCall              

 

Health Care Assistant

Alison Harris                                         Laura Jones

 

Phlebotomists

Clare Morris                                          Diane Haines

Jack Phillips                                         Kay Coyle

 

 

 

Administrative Team

 

Practice Manager – Mr Ceri Chaplin
Deputy Practice Manager – Mrs Rebecca Semple

The Practice Manager or Deputy Practice Manager will deal with any queries relating to the running of the Practice and the service we provide.  If you have any comments, compliments or complaints you wish to discuss please telephone the surgery for an appointment.

 

Secretaries 

We have two medical secretaries who are responsible for correspondence, referrals and other administrative duties.    If you have any concerns with regards to hospital referrals, or an administrative query, please contact the secretaries between 9.00am  - 1.00pm or  2.00pm - 4.00pm.

 

Receptionists 

We have a team of reception staff available to help you when you telephone or visit the surgery.  They are responsible for booking appointments, dealing with telephone calls, answering queries and taking requests for repeat prescriptions.  If you have any queries about services, or comments about the surgery, please speak to one of our receptionists who will be able to advise you.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Services Available

The following services are available at the Surgery. Please enquire at reception. Please note that a prior consultation with a doctor is required before any minor surgical procedure, including joint injections, most blood tests and ECGs to ensure that you receive the most appropriate treatment.

Appointments 

Routine doctor appointments are usually 10 minutes in length.   However, if you feel you will need longer than this, please speak to one of the receptionists. 

 

We know that patients appreciate knowing who they will be seeing and there are some appointments available to book, up to 21 days in advance, with a named doctor.  Approximately half of our GP appointments are available to book before the day and give flexibility for those patients who have non urgent problems. Once the advance appointments have been booked, no more will become free until the day, unless there are any cancellations. 

Appointment Reminders

We now offer a free text reminder service for booked appointments.  If you would like to have a reminder, please ask reception to make sure that we have an up-to-date mobile telephone number. If you cannot make your appointment, please contact the practice so that your appointment can be offered to another patient.

Appointment bookings via the internet

You can now book your appointments with a doctor using the internet. It’s quick and easy to use and can be particularly useful during those times when the practice is closed or telephone lines are busy.   It’s simple for you to view, book or cancel appointments online – whatever time of day or night.    Please ask for more details at reception.

SMART Clinics

SMART clinics – These clinics have been developed to help the surgery to provide a better, and more consistent follow-up service for people with on-going conditions.

The Practice has developed protocols and plans to ensure that the most appropriate treatment and advice is made available to patients that attend.

District Nurses

District Nurses are a team of community nurses.   They are able to visit patients at home if they are unable to attend the surgery and require nursing care.  The care provided may include the following: wound care, continence management, diabetic care, care for those with terminal illnesses, health promotion, advice on social issues and supporting relatives of sick patients.   If you need to contact the district nurses you may leave a message at the surgery reception or ring them directly on 01432 370373

 

Private Services

Private medical examinations (HGV, taxi and insurance medicals, etc) - please note that these services are not covered by the NHS and a fee is payable.

 

Emergency Contraception

This can be given in pill form up to 72 hours (3 days) after unprotected intercourse.  The earlier it is given, the lower the failure rate.  After 72 hours, and before 5 days an intrauterine device (coil) can be inserted.  If you require emergency contraception please either phone ahead or ask at reception.  (Please ask if you wish to speak to the receptionist in private. You do not need to tell the receptionist what your appointment is for, just state you need to be seen the same day).

 

Seasonal ‘Flu’ clinics

We offer the seasonal flu vaccine to those patients who are eligible which includes over 65 year olds, carers, those with chronic diseases or suppressed immunity receive this free of charge). Please look out for details of the flu vaccination days.  

 

Health Care Assistants  (HCA)

We have a Health Care Assistant who works alongside the practice nurses.  She performs health checks for newly registered patients, ECGs (electrocardiograms - heart tracings), phlebotomy (taking blood samples), dietary advice, smoking cessation, dressings and a variety of other medical procedures.

 

Health Visitors

Health Visitors are trained to assess and advise on many specialised nursing and social issues in the community.  They have a particularly important role in monitoring child development.  They can also advise on many other health related problems.  They work closely with midwives and routinely visit the homes of new mothers.   Available by arrangement – please contact the surgery for details.

 

Home visits

The doctors will visit the homes of patients whose illness prevents them attending the surgery.  If a home visit is requested, the receptionist will usually transfer the caller to the duty doctor who will assess the necessity and urgency of the request.  It would greatly assist the practice if any requests for visits are made as early in the day as possible.

 

Midwives

Community midwives provide care and support for pregnant women registered with the practice.  They monitor the health of the mother and the development of the baby.  They work closely with the GPs and the hospital services and will visit the homes of mothers for up to a month after the birth of the baby.  They run antenatal clinics at the surgery on Monday and Wednesday afternoons.

 

Primary Care Mental Health Nurse (PCMHN)

Sarum House has a Primary Care Mental Health Nurse (PCMHN) who has specialist training in the assessment of mental health problems.   In order to access this nurse, you first need to be seen by the GP.

 

“Let’s Talk” is a referral service for talking therapies such as CBT (cognitive behavioural therapy) or course work to help with emotional well-being.

 

Nurse Practitioner

These are nurses who have undergone additional training.

 

Nurses

  • Anticoagulation clinic
  • Asthma management
  • Blood pressure checks
  • Blood tests
  • Breast and testicular self-examination advice
  • Cervical smears
  • Childhood vaccinations  (clinic Thursdays 2-3pm)
  • Diabetes management
  • Ear syringing
  • Family planning
  • General health advice
  • Heart disease management
  • Hormone replacement therapy (HRT)
  • Minor injuries
  • Removal of stitches
  • Travel vaccinations and advice
  • Weight control and dietary advice
  • Wound dressing.

 

Out of hours

If you need to contact a health care professional outside normal surgery hours – (evenings and weekends) – you only need phone one number: (NHS 111) Call: 111

You will be put through to staff trained in making sure that you receive the right sort of help quickly.  You may be asked to travel to a community hospital or primary care centre, if you are fit to do so.  Please DO NOT use this number for prescriptions, test results or routine matters – it is for urgent problems only.  Advice is also available from NHS Direct 0845 46 47.

 

In an emergency dial 999.

 

 

Patient Participation Group (PPG)

We would like to hear your views on how we can improve services at Sarum House.

You can have your say by becoming part of the Sarum House Virtual Patient Participation Group.  We realise that people are generally very busy and do not have time to come to the surgery for meetings, therefore, we have created a “virtual group” that can exchange views, participate in practice surveys and with whom we can consult from time to time by e-mail.   We would like patients of all ages to be part of this group so that we have a true representation of our practice population.

If you are interested in joining our PPG please fill in and submit our online form on our website: www.sarumhousesurgery.nhs.uk and we will be in touch. The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998.

 

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.   This information is only available to the healthcare team and those involved in your care.  There are times when we have to pass information about you to other people, such as hospitals or NHS Herefordshire (formerly the PCT), this is always done confidentially or by removing identifying details when they are not essential.  We will not disclose personal information to a third party such as a solicitor, without your consent.   You have a right at any time to refuse the release of your details.

 

Patient Information & How it is Used.

Information regarding any patient registered at the GP Centre will only be disclosed to the patient concerned unless we have your written consent that it may be disclosed to a third party.  All information received, shared and communicated is covered by the Data Protection Act (2000). 

 

We have Freedom of Information and Access to Health Records Policies which are available on our website, or please ask at reception if you would like a copy.

Phlebotomists

Several members of staff have completed training courses to enable them to take blood samples.  We now have dedicated phlebotomy clinics every morning.   The phlebotomy room is located on the first floor. If you have difficulty managing stairs, please let a receptionist know, and we will arrange for you to be seen on the ground floor.

 

 

Repeat Prescriptions

Patients on regular medication do not always need to see a doctor for a repeat prescription.   Most conditions, eg high blood pressure, will need to be reviewed at intervals by the doctor or nurse.  If you are due for a review, you will see a message on the tear off portion of your prescription asking you to make an appointment before your next prescription is due.

 

We now send most prescriptions electronically, directly to the pharmacy of your choice.  Please advise us of your nominated pharmacy when you order a prescription.

 

There are a variety of ways to request your repeat prescription but please allow 2 working days (48 hours) before collection.

·         Return your computerised printed slip

Tick the right hand side of your prescription tear-off slip and either post it back to us or drop it into the prescription box in reception. 

·         Online

You can request prescriptions online at www.patient.co.uk/access.  If you wish to use this service, please ask at reception for a free account.  Further information can be found on our website:   www.sarumhousesurgery.nhs.uk

·         Submit a written request – forms available in reception

Write clearly in block capitals and include your name and address, the name of the drug eg Paracetamol, the strength of the tablet e.g. 500mg and the dosing instructions, eg 2 tablets to be taken four times daily.  Supplies of our request form are available from reception.  We regret that we are unable to process any requests that are not legible or do not contain the correct information.

·         By fax:   (01432) 271610 anytime

List the items that you require. Write clearly in block capitals and include your name and address, the name of the drug eg Paracetamol, the strength of the tablet eg 500mg, and the dosing instructions eg 2 tablets to be taken four times daily.  A fax request form is available from reception.  We regret that we are unable to process any requests that are not legible, or do not contain the correct information. 

·         By telephone:   (01432) 271736    between 10.15am and 3.30pm

Please have the exact drug details to hand when you ring

 

 

 

 

Results of Tests

At your appointment you will be asked how you would like to receive your results. ie landline call, e-mail, text, letter.  This information will be recorded in your records and you will be contacted by this method once your results have been received.    Tests that have been ordered by the hospital are not routinely sent to the surgery, but will be available to the hospital consultant that requested them.

 

Suggestions and Complaints

We are always looking for ways to improve our service and we would be very pleased to receive suggestions from our patients.  We hope that our patients do not have cause for complaint or dissatisfaction.  However, if this situation does arise, please ask the receptionist to give you a copy of our complaints procedure.

Telephone Advice Line

Every weekday morning between 8.30am and 11.00am one of the doctors is available to provide advice on medical matters.  Patients registered with the Practice can simply ring the surgery and either the receptionist will transfer your call to the doctor, or they will take your details and the doctor will ring you back.

 

If you need to speak with a particular doctor, the receptionist will advise you when that doctor is likely to be available, or will take your details so that the doctor can ring you back.

 

Training Afternoons

All of the GP Practices in Hereford have a programme of staff training sessions.  At present these occur one afternoon every three months.  During this time routine appointments are not available, but emergency advice and treatment is provided by a neighbouring GP surgery.

 

 

Patient Rights and Responsibilities

  • You have the right to be offered appropriate medical care, and to be treated with respect and courtesy, and in complete confidence. 
  • You have a responsibility to observe our processes and procedures for making appointments, ordering repeat prescriptions and disclosing information.
  • If you make an appointment, please be punctual or cancel in good time if you cannot keep it. 
  • Make sure you inform the Practice of changes of address or personal details.
  • Please be patient when there are delays as this is often unavoidable and last but not least treat our doctors and staff with respect and courtesy. 

 

Violent or abusive behaviour

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly, respectful, way.  We adopt a zero tolerance policy in terms of verbal and non-verbal, threatening, aggressive, offensive, prejudice and violent behaviour towards doctors, staff and other patients. Such behaviour will not be tolerated in any form and offenders may be de-registered from the Practice.

 

 

Self-Help for Minor Illness

Many illnesses, whilst uncomfortable, are not serious and will settle without any treatment within a week or so. In these cases, there are a number of measures which you can take to relieve some of the symptoms, and avoid the need to see a doctor.   If you are confident you have one of the illnesses listed below, follow the advice given. If your symptoms do not appear to be settling as you would expect, or you are unsure of a diagnosis, please contact the surgery for advice from a doctor.                                                                                                  

 

Colds   

These are caused by a virus infection for which there is no known cure.  Symptoms are troublesome, but, in normally healthy people, not dangerous and include fatigue, high temperature, runny nose, sneezing and often a sore throat and cough.  Home remedies are usually all that is required ie Paracetamol for aches and pains and reducing temperature, and lots of fluids.  Antibiotics do not help unless there are any complications, e.g. chest infection, ear infection or sinusitis.  If the symptoms do not settle with treatment, it may be necessary to consult your doctor.

 

Coughs

Most coughs, particularly in children, are caused by virus infections, and antibiotics are unhelpful. Most seem to get worse at night. Drinking plenty of fluid helps. Cough mixtures are often unhelpful. Paracetamol should be taken if there is a high temperature. Most will settle in about a week; if they do not, or there is difficulty breathing, large amounts of phlegm being coughed up, or the patient appears generally unwell, the doctor should be consulted.

 

Diarrhoea and Vomiting 

Again, this is usually caused by a viral infection. Adults and children should drink plenty of fluid to avoid dehydration. ‘Little and often’ is the best policy in patients who are vomiting.  Kaolin and morphine and similar preparations are not recommended. Consult your doctor if the diarrhoea does not settle after three or four days. Babies can become dehydrated quite rapidly if diarrhoea and/or vomiting persists, and advice should be sought within the first 12-24 hours.

 

High Temperature

Many illnesses can cause a high temperature including those mentioned above. Adults should take Paracetamol or aspirin, drink plenty of cool fluid until symptoms subside. Children should take Paracetamol (this includes Calpol and Disprol).  Children under 16 should not take Aspirin.

 

Influenza ('Flu')

This is a virus infection that causes high temperatures with sweating, shivering, severe fatigue, headache, and often general aching. Rest (in a cool room), drinking plenty of fluid and taking regular Paracetamol are essential. Most of the symptoms will subside after about seven days, but the fatigue might persist for a week or two after that. Influenza is very uncomfortable but, in the majority of people, not serious.

 

Symptoms that might suggest the onset of meningitis rather than ordinary flu include severe headache, a rash that does not disappear under pressure from a glass, vomiting and drowsiness.  If such symptoms occur, contact the surgery.

 

Sore Throats

The majority, again, are caused by a virus infection and only about one in ten people will require antibiotics.  The symptoms should be treated by drinking plenty of fluid and taking Paracetamol or Aspirin (avoid Aspirin in children under 16 years of age). Symptoms usually last for about five days and might be accompanied by a high temperature. See your doctor if symptoms persist, or are severe.

 

Contacts and Useful numbers

 

Surgery access:

Ramped entrance

  • Low level computerised self arrival system
  • Ground floor consulting rooms for both doctors and nurses
  • Disabled toilet.

 

 

Waiting Room Music

As a result of comments from patients, music is played in the waiting rooms to increase the confidentiality of patients, both at reception, and in consulting rooms.

 

 

Useful telephone numbers:

County Hospital, Hereford                     (01432) 355 444

NHS 111                                                  111            

 PALS                                                   075 406 68541

(Patient Advice & Liaison Service)

Family Planning Clinic, Gaol Street         (01432) 378 915

Sexual Health Clinic, Gaol Street            (01432) 378 915

 

Adult Social Services                            (01432) 364 050

Children’s Social Services                      (01432) 260800

Samaritans (24 hours)                            08457 90 90 90

 

Sarum House Surgery

3 St Ethelbert Street

Hereford

HR1 2NS

www.sarumhousesurgery.nhs.uk

 

 


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