Practice Hand Book

NORTH HILL MEDICAL GROUP
PRACTICE INFORMATION BOOKLET FOR PATIENTS
Practice Handbook – Version 2.0 Page 1 of 36

Date Published – January 2013
Reviewed: June 2015
Next Review date: June 2016
Contents
Welcome to North Hill Medical Group 3

Our Practice Philosophy 3
Doctors 4
Practice Staf 4
Attached Staf 5
District Nurses/Health Visitors 6
Surgery Opening Times 8
When the surgery is closed 9
Making an Appointment 9
Daily Duty Team 9
Cancelling Appointments 10
Access to services 10
Home Visits 11
Out of Hours 11
Hospital Referrals 12
Repeat Prescriptions 12
Facilities available at the practice 14
Services Available at the practice 14
Additional Patients Services 17
Boundary/Catchment Area 18
Car Parking 18
Change in Personal Details 18
Chaperones 19
Comments & Complaints 19
Confidentiality 21
Freedom of Information 22
Immunisation Time Table 23
Interpreters 24
New Patients 24
111 25
Non NHS Services 25
Patient Participation Group 26
Prescription Collection 27
Practice Charter 28
Research/Surveys 29
Sickness Certificates 29
Social Services Information 30
Test Results 31
Useful Telephone Numbers 33
Zero Tolerance 34

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Welcome to NORTH HILL MEDICAL GROUP
North Hill Surgery West Bergholt Surgery Nayland Surgery

18 North Hill 2/3 Erle Havard Road 93 Bear Street
Colchester West Bergholt Nayland
CO1 1DZ CO6 3LH CO6 4LA
Telephone: Facsimile:
North Hill 01206 578070 01206 769880
West Bergholt 01206 241137 01206 241901
Nayland 01206 262202 01206 263185
North Hill Medical Group serves part of Colchester town centre and a large rectangular area to
the north of the town. We have three surgeries: one in town, one in West Bergholt and one in
Nayland. Each surgery is open five days a week and ofers a full range of routine services. In this
way the practice ofers a convenient local service where each surgery team gets to know its
patients well. At the same time, by working within a bigger group, we are able to ofer a wide
range of services. These include a dedicated Same Day team which ensures that patients can get
help on the day when needed, and in-house referrals to doctors and nurses with particular
expertise in certain areas.
Over the last ten years there has been continued major investment in each of our 3 sites, not
only in the premises themselves but in equipment and continued training and development of
all our practice staf. In 2005 we became an accredited training practice linked with Cambridge
University, providing training for medical students and GP Registrars.
The Partners and staf of this long-established practice are committed to providing the highest
level of patient care. We ofer a choice of mixed age, male or female doctors combined with
and highly qualified and trained nursing team . To provide continuity of care, we do recommend
that you book ahead to see the same doctor for any ongoing problem, when possible. But we
also ofer appointments at short notice with any of our doctors and nurse practitioners, so that
you can be seen promptly when a new problem arises
This booklet contains information about the facilities and services at the Practice and we hope
you will find it useful.
You can also gain updated information about the Practice from our website:
www.northhillsurgery.co.uk
THE DOCTORS:

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Patients are free to consult whichever doctor they choose, irrespective of the doctor with whom
they are registered. However, it is best if some continuity can be maintained by seeing the same
doctor for each problem.
If you have a preference for a particular doctor, please inform our Reception Staf.
All GPs are registered with the General Medical Council.
Partners:
Dr David Milne
MA, MB, BChir (Cantab), FRCP (London), DRCOG, PGDip Cardiology
Dr Louisa Polak
BM BCh Oxford 1979 MRCP (Paeds) DRCOG MRCGP
Dr Kilian Hochstein-Mintzel
MRCGP DRCOG TU Munich 1995
Dr James Hickling
MB, BS, Kings College London 1992, MRCGP, DCH, DFFP
Salaried GPs:
Dr Joshua Arkley
MBBS MRCGP DFSRH
Dr Claire Cooper
Dr Susannah Pettitt
Dr Katy Daniel
MBBS DCH
PRACTICE STAFF:
Business Manager - Mr Mark Galloway
Practice Manager - Miss Rachel Beales
Surgery Managers - Mrs K Hallpike
Mrs P Regan
Mrs D Carroll
Nurse Manager - Ms P Barnes

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They are supported by a large team of highly skilled and friendly personnel who undertake the
day to day tasks associated with a busy doctor’s surgery.
Attached Staff & Contact Telephone Numbers:
District Nursing Teams - 01206 715050

Health Visitors - 01206 747827
Chiropodist - 01206 286561
Midwife - 01206 742483
Business Manager
Mark Galloway is the Business Manager for the practice and is responsible for the overall
business management.
Practice Manager
Rachel Beales is the Practice Manager; she may be able to help you with any administrative or
non-medical aspects of your health and treatment.
Reception Staff and Administration Staff
Our Reception Staf are here to help you. When telephoning for medical attention our Reception
Staf may ask for a few details. The doctors have asked them to make these enquiries so that
they can help you in the most appropriate way. Our Reception Staf have undertaken special
training and always respect patient confidentiality.
Nurse Practitioners:-
Our Nurse Practitioners provide a wide range of services and are able to diagnose and prescribe
for most ailments. As well as coughs, colds, sore throats, skin rashes, urinary tract infections,
headaches etc., they can also assess more complex problems, and then arrange tests and
follow-up with your doctor if necessary.
Nurse Practitioners can ofer contraceptive advice, emergency contraception and prescribe
medication. They
can also refer patients to hospital if necessary.
Patients may have the option of consulting a doctor or nurse practitioner regarding their clinical
problems - whichever is the most appropriate. If our receptionists think your problem can be
dealt with by our Nurse Practitioner they will ofer you an appointment.

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Practice Nurses:-
Our nurses are available by appointment for various treatments, health promotion advice and
screening, including smears, immunisations and vaccinations.
The nurses are qualified to advise and treat many minor conditions and it may prove quicker to
see a Practice nurse than wait for a consultation with your doctor, who is always available if you
have any cause for concern.
When booking an appointment with a Nurse Practitioner or a Practice Nurse, our Reception
Staf may need to ask you the reason for an appointment in order to determine how much time
to allocate. Consultations are by appointment.
Healthcare Assistants:-
Our Healthcare Assistants can check blood pressures, check weight and height, perform simple
ECGs, take blood tests and give flu, pneumonia and B12 injections.
If our receptionists think that your problem can be dealt with by a Health Care Assistant they
will ofer you an appointment.
All requests for blood tests must be made through one of the doctors, or nurse practitioners.
ATTACHED STAFF:-
Midwife
Midwives care for and support pregnant women, their partners and new babies before, during
and after the birth. They monitor the health of the mother, counsel her on health issues and
explain the options for delivery of the baby.
Their job also involves reassuring parents, running antenatal and parenting classes, taking care
of the mother and baby during labour and birth and giving advice on breast feeding.
We hold a Midwife Clinic at North Hill Surgery on a Friday morning and at our West Bergholt
Surgery on a Wednesday afternoon each week. We do not have a visiting Midwife at our
Nayland Surgery, your antenatal care will be arranged by your doctor. For Nayland patients
living in Sufolk this will be at either the Sudbury or Colchester Clinic. For Nayland patients living
in Essex this will be either at the Hospital or with the mid-wife at West Bergholt Surgery.
District Nurses
District nurses assess, plan and manage the care of sick and disable patients of all ages in the
patient's own home, general practices and residential nursing homes and also provide support
for their carers.

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Individual care is planned, and advice on further help or services is given including health
education They have a close liaison with the Hospital, GPs, the local hospice and other
specialized services.
They administer drugs, give injections, dress wounds, take blood samples and give personal
care.
The district nurses are in regular contact with the Practice and messages may be left on
01206 715050.
Health Visitors
For North Hill and West Bergholt surgeries they operate out of Greenstead Clinic and are usually
available by telephone on 01206 747827.
For Nayland surgery they operate from Meadow Lane Clinic, Sudbury 01787 313926, and also
ofer a monthly clinic at the surgery on the first Monday afternoon each month.
Health visitors are qualified nurses and have additional training in child health and
development, will monitor your child’s growth and development, answer any child health
queries and help mothers to cope with children under five, advising on things like hygiene,
safety, feeding and sleeping. They also co-ordinate child immunisation programmes and
organise special clinics or drop-in centres.
Health visitors can also provide you with help and information regarding such issues as
emotional problems, relationship difficulties, family planning and health problems and advise
on healthy eating, keeping warm and getting the right exercise.

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ACCESS TO THE SURGERY
Surgery Opening Hours:

North Hill:-
Monday 08.00 to 18.30
Tuesday 08.00 to 18.30
Wednesday 08.00 to 18.30
Thursday 08.00 to 18.30
Friday 08.00 to 18.30
Saturday 08.00 to 13.00
(usually the first week of every month by appointment only)
West Bergholt:-
Monday 08.00 to 18.30
Friday 08.00 to 18.30
(usually the second week of every month by appointment only)
Nayland:-
Monday 08.00 to 18.00
Friday 08.00 to 18.00
(usually the third week of every month by appointment only)
Please note- actual doctors consulting times and nurse’s clinics vary so for the most up to date
information please check on our website or ask at reception.
Emergencies
For life-threatening emergencies such as:

 Severe bleeding;
 Collapse or unconsciousness;
 Severe chest pains…

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…telephone 999 for an ambulance IMMEDIATELY, then inform your doctor.
When the Surgery is closed
For emergencies that cannot wait until the next surgery day, please telephone 111.
Please remember that this service is there to provide urgent medical attention for ill patients. If
the service is abused by calling the doctor for requests for repeat prescriptions, appointments or
minor illness which could wait until the next surgery session, then other patients could be put at
risk.
If you should have an urgent dental problem that cannot wait until your dental surgery opens,
you can contact the out of hours dental service on 111
In case of a medical emergency / if you require an ambulance dial 999
Making an Appointment
Some patients prefer to book an appointment at a time convenient for them. Others prefer to
make an appointment to be seen on the day. Our system will hopefully accommodate both
types of appointments.
Please give our receptionist some idea of why you wish to be seen so that you can be given an
appropriate appointment. Our receptionist will ask which doctor you usually see and whether
this is for follow-up of an existing problem or a new problem that has occurred.
Please contact your usual Surgery - if possible the receptionist will ofer you an appointment
with a doctor of your choice, which can be booked up to 1 month in advance.
If you wish to be seen the same day, your details will be taken and passed to the Duty Team (see
below).
You can register with our SystmOnline service which enables you to book or cancel
appointments online. Please speak to a member of our reception team who will be able to
register you for this service.
Same day service: The Duty Team
We have a Duty Team every day Monday - Friday 8am-6.30pm.

This comprises a Duty Doctor and 2-3 Nurse Practitioners.
The team is designed to help when you would like an appointment or advice that day.

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After the receptionist has taken your details, one of the Duty Team will ring you to see whether
you need to be seen at the surgery, or whether your problem can be dealt with over the
telephone.
If you do need to come in, the Team will arrange this for you.
The Duty Team also deals with requests for home visits.
If you are in doubt and thinking "I won't get an appointment" it is worth calling: the surgery
should be your first port of call for all minor illness and injury .
Cancelling Appointments
If you are unable to keep your appointment, please let us know as soon as possible so that we
can allocate it to someone else.
Access to Services by people with Disabilities
The Practice has done its utmost to be easily accessible and user-friendly for our disabled and
wheelchair-bound patients.
A wheelchair is available for those with difficulty in walking - this can be obtained through our
Reception Staf.
An induction loop is available to help the hard of hearing have clearer conversations. This can
also be provided for individual consulting rooms when necessary.
Surgery rooms located on the first floor at West Bergholt are accessible by using the lift.
If you experience any problems, please speak to our Reception Staf, who will do their utmost to
assist you.
Other Access Issues
Dogs
With the exception of assistance dogs, no dogs are permitted onto surgery premises.
Smoking & Food

The building and grounds are non-smoking areas.
We would also request that patients do not eat or drink whilst waiting for their appointments.

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Out-of-Hours Appointments
Practice patients who have urgent medical problems that will not wait until normal working
hours may call 111 between the hours of 6.30pm – 08.00am and 24 hours on a Saturday &
Sunday.
Your call will automatically be transferred to our out-of-hours service who will take your
personal details and details of your medical problem.
The out-of-hours service will contact the most appropriate healthcare professional who will call
you back to discuss your problem and, after taking a full history, will either:
Give advice over the phone;
Ask to assess the patient at the GP base;
Visit the patient at home;
Admit the patient directly to hospital via 999 ambulance
Help and advice is also available 24 hours a day, seven days a week from 111 who can be
contacted by telephone on 111. For patients who are deaf or hard of hearing, a textphone
service is available on 0845 606 4647.
Hospital Referrals
Wherever possible, routine hospital referral letters will be done within 5 working days, or on the
same day, if very urgent.
Decisions regarding your treatment, including the options open to you, will be explained and
discussed with you before any referral is made.
Repeat Prescriptions
If you need to continue taking the same medication for a while, the doctor will authorise
monthly repeat prescriptions. This means that you do not need to come and see a doctor when
you need the next month’s prescription, until the medication is due for a review.
Please allow sufficient time to order your prescription before your current medication runs out,
especially on Public or Bank Holidays.
We need 48 hours’ notice in order to issue you with a repeat prescription.
You can order in the following ways:
 Bring in your request to the Surgery.
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 Post your request to the Surgery – if you enclose an S.A.E. we can post the prescription
back to you or direct to a Pharmacy of your choice.
 Use our website to request your repeat prescription. We are able to send your repeat
prescription direct to a Pharmacy of your choice for you to collect your medication.
We are able to send your repeat prescription direct to a Pharmacy of your choice for you to
collect your medication. This will save you coming to the Surgery to collect the prescription –
please ask our Reception staf about this service.
Repeat dispensing and electronic prescribing
If you always collect your medication from the same pharmacy, we can give you a batch of
repeat prescriptions to leave with them, so that you can get a new supply by simply asking the
pharmacist. Please ask about this, when your doctor or nurse authorises your next batch of
repeat prescriptions.
We are now starting to issue many prescriptions electronically, so that you will not even need to
take the paper prescriptions along – once it has been prescribed, you just go to the pharmacist
and ask for your medication.
If you wish to join our Online Prescription Service
Please visit our website to view all your repeat medication direct from your medical notes held
by the Surgery.
Before you can access this information you must contact the Surgery and ask for us to issue you
with a username and password. Please email the Surgery northhillsurgery@nhs.net, phone or
come into the Surgery to obtain a username and password.
IMPORTANT:
A separate application must be completed for each household member. For children aged over
12 years a username and password will need to be sent direct to the child, not the parent, for
confidentiality reasons
When accessing the online site:

 Please can all patients using this new site for the first time go to “change contact details”
tab and complete your telephone contact details and your email address.
 Go to the “current prescriptions” page.
 Tick which repeat medication you require
 If you cannot see a medication you require on the list please put the details in the NOTES
BOX.
 ALWAYS remember to add into the MEDICATION REQUEST NOTES section which Surgery
you usually attend.

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 Where do you wish to collect the prescription from e.g. a named Pharmacy of your
choice or the Surgery (please state which site).
-------oo00oo-------
FACILITIES AVAILABLE AT THE PRACTICE

We have:
 A room available for access by disabled people;
 A room to discuss matters in private on request;
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 A comfortable waiting area (our Practice is cleaned and checked every day).
We will keep you informed through:

 Our up-to-date health and Practice information booklets;
 Notice boards and television screen in the waiting room;
 Local press, newsletter, website.
SERVICES AVAILABLE AT THE PRACTICE
Antenatal Clinics
Women planning a pregnancy are advised to take supplements containing 0.4mg folic acid
(available from the Pharmacist) from the time of stopping contraception until 12 weeks into the
pregnancy.
You are welcome to make a brief appointment with the Doctor as soon as you know you are
pregnant in order to discuss any concerns you have. At this appointment your first ultrasound
scan can be arranged.
Around 8-10 weeks after the start of your last period you should have a "booking ante-natal
appointment" with the Midwife. This takes about 30 minutes.
We hold a midwife clinic at our North Hill Surgery on a Friday morning and at West Bergholt
Surgery on a Wednesday afternoon each week. We do not have a visiting midwife at our
Nayland surgery - your antenatal care will be managed by your GP.
Anti-Coagulation Therapy
Clinics are held weekly for patients on anti-coagulation therapy.
Asthma Clinic
In recognition of the increasing prevalence of asthma in our community we hold regular asthma
clinics. These are run by the Practice Nurse who will ensure that treatment is efective by
checking inhaler technique and measuring lung function regularly, referring you to your usual
doctor.
REMINDER: Would all patients attending for Asthma appointments please remember to always
bring along their inhalers.
Patients with asthma can either be referred by themselves or their own GP to the clinic.
OR
Patients receive prior assessment from a GP before being referred to this clinic.
Acute Asthma problems and emergencies should be seen within normal surgery consultations -
appointments can be made with our Reception Staf.
Cardiac Clinic
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This clinic provides a service for patients who currently have heart disease. It ofers advice about
maintaining health and reducing the possibility of any further heart problems. It is run by
specially trained nurses and assessed by invitation only.
Child Health Clinic and Vaccinations

We ofer your child a routine physical examination by the Doctor at birth, at six to eight weeks,
and at three and a half years. Other developmental checks are done by the Health Visitor. Please
remember to bring your child's personal health record book for your appointments at the
Surgery.
Coils
A full family planning service is available in the community at Cornerstone or at Essex County
Hospital. Dr Arkley is trained to fit coils. Dr van der Hoek, Dr Arkley and Ms P Barnes are
trained to insert Implanon contraceptive implants. Please ask at reception for details.
COPD
Chronic Obstructive Pulmonary Disease (COPD) is a chronic lung condition encompassing
diseases such as bronchitis and emphysema.
Patients sufering from this condition are usually over 40 years of age, get breathless on
exertion, may have a chronic cough and usually (but not always) have a history of smoking.
The Practice runs a specialised service to help patients with COPD, and appointments for the
clinics can be made with our Reception Staf.
Diabetic Clinic
This is a nurse-led clinic which is run weekly. Please ask our Reception Staf for details.
Flu Vaccinations
A yearly influenza vaccination is particularly recommended for patients over 65 or those with
heart, lung or kidney disease, diabetes and residents of nursing and rest homes.
Please contact our Reception Staf for details of the vaccination dates
Immunisation Clinics
We immunise against infectious diseases which can cause death and disability and strongly
recommend that all children should receive their full course of immunisation.
Adults should receive a Tetanus booster every 10 years.
Other immunisations (e.g. Hepatitis B; Flu or Rubella) are advised according to age or risk.
Please ask our Reception Staf for details.

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Minor Surgery and Cryotherapy
Sessions are held at regular intervals for the removal of skin lesions, moles, warts, verrucae, etc.
This is usually undertaken by the application of liquid nitrogen (Cryotherapy) or occasionally
with minor surgery.
It is essential that patients have an appointment with the GP first so that the lesion can be
properly assessed. If we are able to remove it at the surgery, we will arrange for patients to have
an appointment at the minor surgery clinic.
Pneumonia Vaccinations
If you are aged 65 or over, you are strongly advised to have the pneumonia vaccination.
Appointments with the nurse can be booked with our Reception Staf.
Smoking Cessation
Our Health Care Assistants have special training in this area and can ofer advice and support to
people who are motivated to stop smoking.
Travel Vaccinations
The travel clinic is run by nurses with special training in overseas health. Patients who are
planning to travel overseas, whether on business or pleasure should contact our Reception Staf
at least 8 weeks beforehand to enquire about their specific vaccination requirements.
Our Reception Staf will give you a questionnaire to complete which will help the Practice Nurse
ascertain what vaccinations you will require for your trip and enable them to give you the best
possible advice on all health issues, as well as administer the vaccinations.
There is a charge for some travel immunisations and prescriptions not covered by the NHS – a
list of these charges is available from our Reception Staf.

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ADDITIONAL PATIENT SERVICES & HEALTHCARE INFORMATION
The Practice is committed to provide relevant information to people who use its services and
the following methods will be used to provide this information:
 During their consultation;
 Information Leaflets;
 Posters displayed in patient communal areas;
 Information and health promotion boards within the patient waiting areas i.e. local
advocacy services;
 Practice booklet / leaflet;
 Patient waiting areas television / Health Promotion TV Screens;
 Practice website.
If you require information on a specific topic and are unable to find it, please ask our Reception
Staf, who will do their utmost to help you.

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BOUNDARY / CATCHMENT AREA / LOCATION OF THE PRACTICE
The boundary of the Practice is

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Please ask our Reception Staf if in doubt whether you fall into the correct catchment area.
If you move, please check that you are within the Practice catchment area. If not, you will need
to register with another Practice.
CAR PARKING
Parking is not available at North Hill Surgery except for disabled parking badge holders. Parking
is available in the surrounding area at both West Bergholt and Nayland Surgery.
CHANGE IN PERSONAL DETAILS
Please inform the Reception Staf if you change your name, address, marital status, occupation
or telephone number, so we can keep our records accurate.
If you move out of the Practice area see above, it will be necessary for you to register with a
doctor at another Practice which covers that area.
Our Reception Staf will help you with queries about practice boundaries.
CHAPERONES
Our Practice is committed to providing a safe, comfortable environment where patients and
staf can be confident that best practice is being followed at all times and the safety of every-
one 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. This chaperone may be a family member or friend.
On occasions you may prefer a formal chaperone to be present.
Your healthcare professional may also require a chaperone to be present for certain
consultations in accordance with our chaperone policy.
If you wish to have a member of the Practice staf present during your consultation please
mention this to our Reception Staf when booking your appointment, or to the doctor at your
consultation, and it will be arranged.
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COMMENTS AND COMPLAINTS
Comments
We welcome your views and constructive suggestions which will help us improve our service to
you. There is a ‘complaints & comments leaflet in reception.
Practice Complaints Procedure
If you have a complaint about the service you have received from any of the staf working at this
Practice, please let us know.
We operate a Practice complaints procedure as part of the NHS system for dealing with
complaints. Our procedure meets national criteria.
We hope that most problems can be sorted out easily and quickly, preferably at the time they
arise and with the person concerned.
In the first instance please discuss your complaint with the staf member concerned. Where the
issue cannot be resolved at this stage, please contact Rachel Beales, Practice Manager who will
try to resolve the issue and ofer you further advice on the complaints procedure. If your
problem cannot be resolved at this stage and you wish to make a formal complaint please let us
know as soon as possible, ideally within a matter of days. This will enable the practice to get a
clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your
complaint within the following timescales:
 6 months of the incident that caused the problem
OR
 Within 6 months of discovering that you have a problem, provided this is within 12
months.
The practice will acknowledge your complaint within two working days and aim to have looked
into your complaint within ten working days of the date you raised it with us. At this stage you
should be ofered an explanation or a meeting with the person(s) involved. When the practice
looks into your complaint it aims to:
Ascertain the full circumstances of the complaint

Make arrangements for you to discuss the problem with those concerned, if you would like this.
Make sure you receive an apology, where this is appropriate.
Identify what the practice can do to make sure the problem does not happen again.

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Complaining on behalf of someone else
Please note that we keep strictly within the rules of medical confidentiality. If you are
complaining on behalf of someone else, we have to know that you have their permission to do
so.
A note signed by the person concerned will be needed, unless they are incapable (because of
illness) of providing this.
Complaining to other Authorities
The practice management team hope that if you have a problem you will use the Practice
Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are
dissatisfied with the response received from us, you can contact any of the following 2 bodies:-
Patient Advisory Liaison Service (PALS)

Turner Road, Colchester, CO4 5JL
01206 742683
www.pals.nhs.uk/officemapsearch.aspx
PALS provide a confidential service designed to help patients get the most from the NHS. PALS
can tell you more about the NHS complaints procedure and may be able to help you resolve
your complaint informally.
Independent Complaints and Advocacy Service (ICAS)

Essex ICAS, POhWER, PO Box 14043
Birmingham B6 9BL 0300 456 2370
www.pohwer.net/how we can help/icas providers.html
ICAS is a national service that supports people who want to make a complaint about their NHS
Care or treatment.
Contacting The Care Quality Commission

If you have a genuine concern about a staf member or regulated activity carried on by this
Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively
visit the following website:- http://www.cqc.org.uk
As a last resort, if you are not happy with the response from this practice, you can refer your
complaint to the Parliamentary and Health Service Ombudsman who investigates complaints

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about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015
4033 or http://www.ombudsman.org.uk or Textphone (minicom): 0300 061 4298
CONFIDENTIALITY
All staf in the Practice are bound contractually to maintain Patient confidentiality and any
proven breach of this will be treated extremely seriously.
We respect your right to privacy and keep all your health information confidential and secure.
Confidentiality also extends to patients‘ family members. Medical information relating to you
will not be divulged to a family member or anyone else, without your written consent.
As we are a computerised Practice, all our patient records are kept on computer and can assure
patients of complete confidentiality.
Your rights are protected as we are registered under the Data Protection Act 1998.
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.
However, for the efective functioning of a multi-disciplinary team it is sometimes necessary

that medical information about you is shared between members of the practice team.
The patient‘s rights in relation to disclosure of such information are covered by the Practice‘s
registration under the Data Protection Act and we follow the guidance issued by the GMC in
‘Confidentiality: Protecting and Providing Information’ which explains circumstances in which
information may be disclosed.
This information is only available to those involved in your care and you should never be asked
for personal medical information by anyone not involved in your care.
You have a right to know what information we hold about you. If you would like to see your
records, please speak to the Practice Manager.
We have a dedicated leaflet on Confidentiality – please ask our Reception Staf for a free copy.
CONSENT FOR CHILDREN’S TREATMENT (Under the Age of 16)
Where it is considered appropriate by parents, or where an adolescent does not wish the
presence of an adult, a child may give the legal consent to their own treatment.

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Under these circumstances, the clinician must be satisfied that the child has a full understanding
of the advice and treatment being provided.
FREEDOM OF INFORMATION – PUBLICATION SCHEME
The Freedom of Information Act 2000 obliges the Practice to produce a Publication Scheme.
A Publication Scheme is a guide to the ‘classes’ of information the Practice intends to routinely
make available. Details are available from our Reception Staf.
IMMUNISATION TIME-TABLE
Many potentially fatal childhood diseases have been virtually eradicated in the UK due to the
availability of vaccinations. It is very important that all children are fully immunised. Reminders
are sent out by the Health Authority.
Current recommendations are:
Two months 1st Diphteria, tetanus, pertussis (whooping cough), polio and
Haemophilus influenza type b (Hib)
1st Pneumococcal disease
1st Rotavirus
Reviewed: June 2015
Three months - 2nd diphtheria, tetanus, pertussis, polio and Hib
1st Meningococcal group C disease (Men C)
2nd Rotavirus
Four months - 3rd diphtheria, tetanus, pertussis, polio and Hib
2nd Pneumococcal disease
12 – 13 months - Hib/Men C
3rd Pneumococcal
1st MMR (measles, mumps and rubella
3 ½ Years - Diphtheria,tetanus, polio and pertussis booster
2nd MMR
14 -16 years - Men C booster
15 – 18 years - Tetanus, diphtheria and polio.
Tetanus infections may develop in wounds picked up in the garden or street. We recommend
that everyone has a booster every 10 years.
HIB (Haemophilus Influenzae Type B) can cause:

A type of Meningitis
A severe form of Croup (Epiglottitis)
Blood Poisoning (Septicaemia)
Joint & Bone Infections
Pneumonia
Each year about 1,300 children in the UK are infected by HIB and over half of these children
develop HIB Meningitis. HIB immunisation is now ofered to all babies and children up to four
years old. We strongly recommend that all children under four receive this immunisation.
INTERPRETERS
If required, an interpreter can be organised to accompany the patient during a consultation with
the doctor.
48 hours prior notification will be needed for our Reception Staf to arrange this.
MOBILE PHONES
We allow mobile phones to be used within the surgery building, but please ensure you turn
them of before going into the doctor's consulting room.
The surgery can contact you by text message for the purposes of health promotion and for
appointment reminders. Text messages are generated using a secure facility however they are
Reviewed: June 2015
transmitted over a public network onto a personal telephone and as such may not be secure,
the practice will not transmit any information which would enable an individual to be identified.
If you wish to be included in this service please complete the consent form provided in the new
patient information pack. A sample form is enclosed at the end of this handbook.
NEW PATIENTS
The practice is able to take new patients providing they live in the Practice area.
To register, please complete a registration form obtained from our Reception Staf (known as a
GMS1) for each member of the family registering.
For a new baby you will need to complete a registration form including their NHS number which
should be issued by the hospital when the baby is born.
Please fill in our new patient health questionnaire (downloadable from our website or available
from our Reception Staf), and provide suitable personal identification.
Two forms of identification are required; one to prove who you are - this would normally be
some form of photo identification, (such as a passport or driving licence); the other, to prove
where you live, (this could be a utility bill or a bank statement).
Your medical record often takes a considerable time to arrive from your previous doctor and this
gives us the opportunity of recording some basic information about you and ofering you any
immediate care you may need.
You will be registered with the Practice rather than a specific doctor, but you have a right to ask
to see a particular doctor, if you wish.
If you have a requirement for a prescription then you should arrange an appointment with a
doctor of your choice to discuss your ongoing care.
Please note that consent to contact via mobile phone (phone call or SMS) will be assumed if
no other option is marked on the registration form or when the mobile phone number is
provided to the Practice.
If you are taking regular medication you may be ofered a new patient appointment.
We do not exclude patients from the Practice on grounds of age, sex, colour, race, nationality,
ethnic or national origin or disability, sexual orientation, religion or religious or philosophical
belief or medical condition.
111
Reviewed: June 2015
111 operates a 24 hour nurse advice and health information service, providing information on:
What to do if you or your family are feeling ill
 Particular health conditions
 Local healthcare services, such as doctors, dentists or late night opening chemists
 Self help and support organisations
111 works in hand with other healthcare services provided by the NHS, helping you to make the
right choice to meet your needs.
Calls to 111 are charged at local rates and for patient’s safety all calls are recorded.
If you need health information or advice at any time of the day or night, call 111
NON-NHS SERVICES
Patients should be aware that fees may be charged for services not covered by the NHS (e.g.
private certificates, reports supporting private health insurance claims and other non-NHS
medical reports).
Medical reports and examinations for life insurance are usually paid for by the insurance
company requesting the examination.
Fees may be charged for services or other special purposes such as:
 HGV and PSV licences;
 Elderly drivers;
 Fitness-to-travel;
 Fitness-to-drive;
 Fitness-to-undertake certain sports: and
 Private Sick Notes
 Signing of passport application forms.
 Holiday cancellation forms
 Private prescriptions
The fee-scale is recommended by the BMA and details are available on a poster in the waiting
room, at Reception and on our website.
PATIENTS NOT SEEN WITHIN THE LAST 3 YEARS
If a doctor or other health care professional has not seen you within the last three years, please
contact our Reception Staf to arrange an appointment.

Reviewed: June 2015
PATIENTS OVER 75
If you are aged 75 or over, you are eligible for an annual health check either by a doctor, or
other health care professional. This can be at the surgery or, for the housebound a home visit
can be arranged.
Please contact our Reception Staf to arrange this.
PATIENT PARTICIPATION GROUP
Are you interested in having a say in how your Practice is run?
Do you have some free time to attend meetings, usually every 6 to 8 weeks?
OR
Would you like to be part of an e-mail consultation group with whom we can consult on service
development and implementing planned changes?
New members are always welcome to join our active Patient Participation Group – please ask
our Reception Staf for more details.

Reviewed: June 2015
PRESCRIPTION COLLECTION SERVICE
If you take medication on repeat prescriptions, you may wish to take advantage of a free service
ofered by local pharmacies.
They ofer to collect prescriptions from the surgery and have the medication readily available for
collection at an agreed time at their premises.
In special circumstances, they may also be prepared to deliver (e.g. to the elderly, disabled or
housebound).
If you wish to take advantage of this service, you can find out which pharmacies participate by
phoning your usual pharmacy or asking our Reception Staf.
Please complete the form below and pass it to the pharmacy of your choice and then when you
need repeat medication in future, order the medication from the surgery and the pharmacy will
be able to arrange collection.
----------------------------------------------------------------------------------------------------------------------------
FREE PRESCRIPTION COLLECTION SERVICE
I am authorising the pharmacist at __________________________________Pharmacy to pick

up my repeat prescriptions from the surgery and then have them ready for me to collect.
Patient’s Name: _________________________________
Address: ______________________________________________________________
______________________________________________________________
______________________________Post Code: _______________________
Telephone: ______________________ Signature: _______________________________
North Hill Medical Group

18 North Hill, Colchester, CO1 1DZ
93 Bear Street, Nayland, CO6 4LA
2/3 Erle Havard Road, West Bergholt, CO6 3LH

Reviewed: June 2015
PRACTICE CHARTER
These are local standards set within this Practice for the benefit of our patients.
Our Responsibilities to you.
 You will be treated with courtesy and respect by all Practice personnel.
 An urgent appointment with a Doctor or Nurse Practitioner will be available on the
same day.
 A non-urgent appointment with a doctor will be ofered within 7 days
 Our standard is to see 80% of patients within 20 minutes of their appointment time.
If you have waited longer than this please ask our Reception Staf for an explanation.
 We aim to answer the telephone within six rings.
 An appointment with a Practice Nurse will be available within three working days.
 Requests for repeat prescriptions will be dealt with within 48 hours. This will be
dealt with within 48 hours.
 All comments and suggestions about the service are welcome.
 If you have a complaint please speak to any member of staf. Your complaint will be
dealt with in a professional and efficient manner.
 We wish to make the North Hill Medical Group as accessible as possible. If you have
hearing, visual or physical difficulties please let our Reception Staf know, so that we
can enable you to fully use our services.
Your Responsibilities to us..

 If you are unable to attend for an appointment please let us know so that we can ofer it
to someone else.
 If you are late for your appointment you may be asked to rebook at another time. Try to
let us know in advance if you are going to be unavoidably delayed, so that we can make
alternative arrangements to help you.
 A home visit should only be requested for those who are unable to come to the surgery
because of serious illness or infirmity. Please ring the surgery before 10.00am if at all
possible.
 An urgent appointment is for an urgent medical problem. Please speak to our Reception
Staf if you require a sick note or repeat prescription.
 We would ask you to be patient if the Doctor is running late. This is often due to
unforeseeable emergencies but please ask for an explanation from the Receptionist.
 Make a separate appointment for each patient that needs to be seen. This allows the
Doctor enough time to treat each patient with the time that they deserve.
 Please act in a responsible and courteous manner whilst on the Practice premises for the
safety and comfort of others.
 Please treat all surgery staf, fellow patients, carers and visitors politely and with respect.
Violence or verbal harassment will not be tolerated or accepted.
 If you are violent or abusive, you will be warned to stop the behaviour. If you persist, we
may exercise our right to take action to have you removed, immediately if necessary,

Reviewed: June 2015
from our list of patients and asked to register at another surgery. In some cases, where
necessary, the Practice will involve the police.
 Hand sanitation dispensers are available at all receptions and waiting rooms. Please
sanitise your hands when you visit the surgery as this will limit the spread of germs from
other patients
RESEARCH / SURVEYS
The Practice participates in studies and surveys to improve Patient Care and we are also
externally evaluated as a training Practice and for re-accreditation of nationally recognized
quality awards.
Qualified assessors come into the Practice and are bound by the same stringent rules of
confidentiality as are all members of the NHS.
You may be asked to complete questionnaires from time to time but you have our assurance
that these will be handled in an entirely confidential manner, as is all Patient-related data.
Your participation in any aspect of external evaluation or re-search is optional.
SAFETY AND SECURITY
As a practice Health & Safety is taken very seriously. Should you have any concerns please
report them to the reception staf.
SICKNESS CERTIFICATES
Under current legislation a Patient can “self certificate” for the first 7 working days of any illness.
The self certificate (Form SC2) is available from the DSS office or your employer. We do not
normally issue doctors certificates for the first week.
After the first week, if you require a free Statement of Fitness for Work (Fit Note), please make
an appointment as these are obtained as part of a consultation with a doctor.
Form SC1 (Incapacity Benefit Claim Form) is available from this Practice for people who have an
illness or disability and are unable to work.
People who are in work but require special medical treatment (e.g. dialysis, radiotherapy,
chemotherapy) may also be eligible for this benefit.
If you require one for insurance or other purposes, please ask your doctor (a fee will be payable
in this instance – details are available on a poster in the waiting room, at reception and on our
website).

Reviewed: June 2015
A receipt will be issued if requested.
SOCIAL SERVICES - SOME USEFUL INFORMATION

Social Services provide information about, and access to, a wide range of social care services for
people in need. Such services include care at home services, day care, respite care and long-
term residential and nursing home care.
Services are provided directly by the County Council or by arrangement with the private or
voluntary sector. The staf you are likely to be in touch with will include social workers,
occupational therapists, home care assistants and day service workers.
Access to services is subject to assessment by Social Services staf who will take into account
your views as well as information from any health professionals or others involved in your care
and will often include financial assessment as some services are charged for.
If you meet the criteria which establish your eligibility for a service, a care plan will be agreed
with you.
What Sort Of Help Can Social Services Provide?
Social Services for Adults aim to:

 Maintain an individual’s ability to live independently in the community
 Provide relief for family carers
 Enable provision of residential and nursing home care when independent living is not
possible
The Main Types of Services are:

 Information and advice
 Domiciliary services
 Home care (for help with personal care such as washing and dressing). Help with
housework and shopping is given where there are personal care needs, or to relieve a
family carer
 Community meals
 Equipment or adaptations to property to enable independent living with advice from
occupational therapists
 Day services
 Residential or nursing home care
 Carers support

Reviewed: June 2015
STAFF TRAINING
The Practice is closed for an afternoon approximately once a quarter so that doctors, nursing
staf and admin staf can attend essential training.
The aim of the training is to allow doctors and staf protected time for Continued Professional
Development (CPD).
TELEPHONE ANSWER TIMES

We will aim to answer the telephone within 6 rings.
If you need to speak to a doctor / nurse in an emergency we will endeavour to put you through
without delay.
If this is not possible, the doctor / nurse will return your call as soon as reasonably practicable
after receiving your message.
TEMPORARY / SHORT –TERM RESIDENT

We provide a Temporary Patient service for anyone staying within our Practice area (e.g. whilst
on holiday, staying with relatives etc.)
Just call into the Surgery, obtain a Temporary Resident Form from our Reception Staf, return it
to us completed and we will be happy to assist you.
TEST RESULTS
Blood and urine tests:-
Please allow 2-3 working days for test results to come back to the surgery.
X-Ray and Other Diagnostic Tests:-

Reviewed: June 2015
Urgent results are usually received back with the surgery within a few days. Non-urgent results
usually take 2 to 3 weeks.
Please telephone the surgery after 2.00pm to obtain your results or visit the Practice.
To ensure confidentiality and security, test results will only be given to the patient direct and not
to relatives or friends, unless alternative arrangements have been agreed in writing.
We will, of course, make every efort to contact you should your returned result need urgent
action. However, it is your responsibility in all cases to find out the result of your test.
The doctors check the results before our Reception Staf are able to give any information to you.
Our Reception Staf will only be able to state that the result is normal or that you will have to
see the doctor.
Please do not expect our Reception Staf to relay any other information regarding the test
results.
If the doctor needs to speak to your personally, our Reception Staf will suggest the best
possible time to ring, so as to avoid interruptions during the surgeries, which is upsetting for
both the doctors and our patients.
For your safety please contact us for your results, do not assume that they are normal just
because we have not contacted you.
A leaflet with further details is available from the surgery
-------oo00oo-------

Reviewed: June 2015
USEFUL TELEPHONE NUMBERS (this list is not exhaustive)
Age Concern - 0800 169 6565

Aids Helpline - 0808 800 6013
Alcoholics Anonymous - 0845 769 7555
Alzheimer‘s Society - 0300 222 1122
Autism Society - 020 7833 2299
Attention Deficit - 020 8952 2800
Benefits Agency - 0845 604 3719
Breast Cancer Care - 0808 800 6000
Carers Support Agency - 0800 694 4555
Citizens Advice Bureau - 0844 4770 808
Childline - 0800 11 11
Childline Minicom - 0800 400 222
Colchester Borough Council - 01206 282222
Colchester General Hospital - 01206 747 474
CRUSE Bereavement Care - 01206 363008
Department of Work & Pension - 0845 712 3456
District Nurses - 01206 715050
Drugsline (Antidrug campaign) - 0800 526475
Environmental Health Department - 01206 282581
Epilepsy - 0808 800 5050
Family Health Service Authority - 01223 597 500
Fire Safety - 01376 576 000
Health in Mind - 01206 217450
Hospice (St Helena) - 01206 845 566
Homestart - 01206 865 349
Local / District Council - 01206 282 222
Macmillan Cancer Relief - 0808 808 0000
Miscarriage - 01924 200 799
Multiple Sclerosis - 0808 800 8000
NSPCC - 0800 800 500

Reviewed: June 2015
Out of Hours Doctor Deputising Service - 0845 602 5215
Parkinson‘s Disease - 0808 800 0303
Police Station - 01206 762212
Registrar of Births, Deaths and Marriages - 0845 603 7632
Relate Helpline - 0300 100 1234
Samaritans - 08457 909 090
Social Services - 01206 574900
St. John Ambulance - 0844 770 4800
Walk-in Centre - 01206 314 015
TRAINING PRACTICE
The surgery has been accredited as being suitable as a training practice for those Doctors
intending to become GPs and is proud to have ofered this service for a number of years.
The GP Registrar (the Trainee) is a fully qualified doctor who already has much experience of
hospital medicines and who will gain invaluable experience by being based within the Practice.
They work full-time in the practice for a period of 6 or 12 months. We are aware that this
means that patients build up a relationship with a GP registrar to find they have left us after a
relatively short period of time. However, we are keen to help doctors train and qualify as GPs so
we hope our patients will accept this small consequence of the training process.
At all times they provide care of the same standard as that provided by the other doctors –
please accept them as a valued addition to our team.
Consultations are sometimes videoed for training purposes. You will be notified beforehand if
this is the case and will be asked to sign a consent form. The recording will only take place if you
agree to this; there is no obligation for you to do so.
You will occasionally be asked whether you are willing to see your doctor in the presence of a
student.
ZERO TOLERANCE
We will treat our Patients with respect, courtesy and will not discriminate against them in any
way on the grounds of age, sex, colour, race, nationality, ethnic or national origin or disability,
sexual orientation, religion or religious or philosophical belief.
Physical violence and verbal abuse is a growing concern. GPs, Practice Nurses and other Practice
staf have the right to care for others without fear of being attacked or abused. We ask that you
treat your GP and Practice staf properly – without violence or abuse.

Reviewed: June 2015
We strongly support the NHS policy on zero tolerance.
Anyone either phoning or attending the Practice who abuses any staf member or patient, be it
verbally, physically or in any threatening manner whatsoever, will risk removal from the Practice
list.
In extreme cases we may summon the Police to remove ofenders from the Practice premises.
North Hill Medical Group
Text Messaging Protocol
Appendix A- SAMPLE
PATIENT CARE TEXT MESSAGING
CONSENT FORM
DECLARATION
I consent to the practice contacting me by text message for the purpose of health promotion
and for appointment reminders.
I acknowledge that appointment reminders by text are an additional service and that these may
not take place on all / or on any occasion, and that the responsibility of attending appointments
or cancelling them still rests with me. I can cancel the text message facility at any time.
The surgery does not ofer a reply facility to enable patients to respond to texts directly.
Text messages are generated using a secure facility however I understand that they are
transmitted over a public network onto a personal telephone and as such may not be secure,
however the practice will not transmit any information which would enable an individual
patient to be identified.

Reviewed: June 2015
I agree to advise the practice if my mobile number changes or if this is no longer in my
possession.
PATIENT NAME…………………………………………………………………
MOBILE PHONE NUMBER…………………………………………………
DATE OF BIRTH…………………………………………………………………
SIGNATURE OF PATIENT……………………………………………………
DATE………………………………………………………………………………..
The practice does not share mobile phone contact details with any external organisation.

Reviewed: June 2015

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NORTH HILL MEDICAL GROUP

PRACTICE INFORMATION BOOKLET FOR PATIENTS

Practice Handbook – Version 2.0 Page 1 of 36

Welcome to North Hill Medical Group 3

Practice Handbook – Version 2.0 Page 2 of 36

North Hill Surgery West Bergholt Surgery Nayland Surgery

Practice Handbook – Version 2.0 Page 3 of 36

Practice Handbook – Version 2.0 Page 4 of 36

Attached Staff & Contact Telephone Numbers:

District Nursing Teams - 01206 715050

Reception Staff and Administration Staff

Practice Handbook – Version 2.0 Page 5 of 36

Practice Handbook – Version 2.0 Page 6 of 36

Practice Handbook – Version 2.0 Page 7 of 36

Surgery Opening Hours:

For life-threatening emergencies such as:

Practice Handbook – Version 2.0 Page 8 of 36

When the Surgery is closed

In case of a medical emergency / if you require an ambulance dial 999

Same day service: The Duty Team

We have a Duty Team every day Monday - Friday 8am-6.30pm.

Practice Handbook – Version 2.0 Page 9 of 36

Access to Services by people with Disabilities

Other Access Issues

Smoking & Food

Practice Handbook – Version 2.0 Page 10 of 36

Repeat dispensing and electronic prescribing

If you wish to join our Online Prescription Service

When accessing the online site:

Practice Handbook – Version 2.0 Page 12 of 36

FACILITIES AVAILABLE AT THE PRACTICE

We will keep you informed through:

SERVICES AVAILABLE AT THE PRACTICE

Child Health Clinic and Vaccinations

Adults should receive a Tetanus booster every 10 years.

Please ask our Reception Staf for details.

Practice Handbook – Version 2.0 Page 15 of 36

Practice Handbook – Version 2.0 Page 16 of 36

Practice Handbook – Version 2.0 Page 17 of 36

The boundary of the Practice is

CHANGE IN PERSONAL DETAILS

On occasions you may prefer a formal chaperone to be present.

Practice Complaints Procedure

Ascertain the full circumstances of the complaint

Practice Handbook – Version 2.0 Page 19 of 36

Complaining to other Authorities

Patient Advisory Liaison Service (PALS)

Independent Complaints and Advocacy Service (ICAS)

Contacting The Care Quality Commission

Practice Handbook – Version 2.0 Page 20 of 36

However, for the efective functioning of a multi-disciplinary team it is sometimes necessary

CONSENT FOR CHILDREN’S TREATMENT (Under the Age of 16)

Practice Handbook – Version 2.0 Page 21 of 36

FREEDOM OF INFORMATION – PUBLICATION SCHEME

Current recommendations are:

HIB (Haemophilus Influenzae Type B) can cause:

PATIENTS NOT SEEN WITHIN THE LAST 3 YEARS

Practice Handbook – Version 2.0 Page 25 of 36

PATIENT PARTICIPATION GROUP

Are you interested in having a say in how your Practice is run?

Practice Handbook – Version 2.0 Page 26 of 36

FREE PRESCRIPTION COLLECTION SERVICE

I am authorising the pharmacist at __________________________________Pharmacy to pick

Patient’s Name: _________________________________

________Post Code: _

Telephone: Signature: _________