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PATIENT CHARTER AND PRACTICE INFORMATION

Hama Medical Centre 11 Nottingham Road

Kimberley Nottingham NG16 2NB

Telephone 0115 9382101 Fax 0115 9459208

Email: noweccg.c84624@nhs.net www.hamamedicalcentre.co.uk

Revised March 2016

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USEFUL TELEPHONE NUMBERS QMC 0115 9249924 CITY HOSPITAL 0115 9691169 ILKESTON COMMUNITY HOSPITAL 0115 9305522 KING’S MILL HOSPITAL 01623 622515 STAPLEFORD CARE CENTRE 0115 8835000 OUT-OF-HOURS – NHS 111 111 NOTTINGHAM WALK-IN CENTRE 0115 8838500 EASTWOOD CLINIC 01773 712218 KIMBERLEY CLINIC 0115 9163301 BOOTS KIMBERLEY 0115 9382123 MANOR PHARMACY, KIMBERLEY 0115 9383327 SOCIAL SERVICES 0300 5008080 CARERS 0115 9629310 REGISTRAR OF BIRTHS AND DEATHS 01773 712449 POLICE 101 CHILDLINE 0800 1111 CITIZENS ADVICE BUREAU 0844 848 7997 EASTWOOD VOLUNTEER BUREAU 01773 535255 BROXTOWE BOROUGH COUNCIL 0115 9177777 SAMARITANS 0845 790 9090 CRUSE BEREAVEMENT 01623 404554 SILVERLINE 0800 470 8090 ALZHEIMERS SOCIETY 0115 9343800 PARKINSONS UK 0808 800 0303

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WELCOME TO HAMA MEDICAL CENTRE

Hama Medical Centre is one of the 12 practices in Broxtowe, ranging from Eastwood and Kimberley to Beeston and Chilwell, who form NHS Nottingham West Clinical Commissioning Group. Nottingham West Clinical Commissioning Group is responsible for the planning and paying of NHS services for local patients. It is Hama Medical Centre’s aim to provide a high quality service that is centred around our patients’ needs. This leaflet is a guide to the services we provide and we hope you find it helpful and informative.

THE HEALTHCARE TEAM All staff, doctors, nurses, receptionists and administrative staff at Hama Medical Centre work together as a team to provide an effective, efficient and holistic health care service to the practice population. DOCTORS Dr Zahida Ansari Hama (Female) MBBS DCH DRCOG DFSRH (London 1982) Dr Tariq Mahmood Hama (Male) BSc (Hons) MBBS MRCP1 FP Cert (Newcastle 1985) Qualified locum doctors are also used during busy periods.

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PRACTICE NURSING STAFF Val Chamberlain Senior Practice Nurse Ann Connolly Practice Nurse Alison Askey Practice Nurse Joanne Stackhouse Healthcare Assistant The nursing team provides a comprehensive range of services including chronic disease management (maintaining those patients with coronary heart disease, diabetes, asthma and chronic obstructive pulmonary disease) - child immunisation - travel advice and vaccinations - family planning and contraception services – cervical smear tests - blood pressure monitoring – ECGs - stitch removal - dressings and wound care - ear syringing -blood tests - smoking cessation advice and support - adult health checks - assisting GPs during minor ops. MANAGEMENT Julie Thurlby Practice Manager Lisa Chevalier Crampton Reception Manager In addition we have a team of receptionists, administrative and secretarial staff.

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ATTACHED STAFF

MIDWIFE The midwife gives advice on all aspects of your pregnancy and visits mothers and babies after the baby is born. The midwife can be contacted by telephoning 01773 712218. HEALTH VISITOR The health visitor works closely with the practice and gives advice and monitors the health and development of all pre-school children. The health visitor can be contacted by telephoning 01773 712218. DISTRICT NURSING TEAM The district nursing team works closely with the practice and supports those patients who are housebound and need nursing care. The district nursing team are based at Eastwood Health Centre and can be contacted on 0300 0830100. ACCESS FOR THE DISABLED

The medical centre is designed to allow access for wheelchairs into the doctors’ rooms, treatment areas and toilets.

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SURGERY OPENING TIMES

Monday, Tuesday and Wednesday: 7:30am to 6:45pm Thursday: 7:30am to 1:00pm and 3:30pm to 6:45pm Friday: 7:30am to 6:45pm The doors close at 6:30pm. Closed on Saturday and Sunday CONSULTATION TIMES by Appointment

Morning Afternoon|Evening Monday Dr T M Hama 7:30 – 10:00 am 4:00 – 5:50 pm Dr Z A Hama 8:30 – 11:10 am - Tuesday Dr T M Hama 7:30 – 10:00 am 1:00 – 3:00 pm Dr Z A Hama - 4:00 – 5:50 pm - 3:40 – 6:20 pm Wednesday Dr T M Hama 7:30 – 10:00 am 4:00 – 5:50 pm Dr Z A Hama 8:30 – 11:10 am -

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Thursday Dr T M Hama 7:30 – 10:00 am - Dr Z A Hama - - 9:00 – 11:40 am 3:40 – 6:20 pm Friday Dr T M Hama 7:15 – 10:00 am 4:00 – 5:50 pm Dr Z A Hama 8:30 – 11:10 am - 9:00 – 11:20 am 3:00 – 5:20 pm In addition to the above, there are slots available at the end of the surgeries for telephone triage.

BOOKING DOCTOR APPOINTMENTS You can book an appointment to see the doctor by telephone, in person or online. Before you can start to book your GP appointments online, you will need to request a username and password from the receptionist. You will then be able to view, book and cancel your appointments by logging onto the practice website. You can manage your appointments quickly and easily wherever you are, 24 hours a day, 365 days a year.

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FREE TEXT MESSAGING SERVICE FOR APPOINTMENT REMINDERS To sign up for this service just provide the receptionist with your mobile number and tell us you’d like to consent to receiving messages.

CANCELLING BOOKED APPOINTMENTS

If you no longer need the appointment booked with doctor or nurse, please be good enough to let us know, in order that we can offer it to another patient who needs it. NURSE CLINICS

All nurse clinics are by appointment only which can be booked in person or by telephone. There is at least one nurse on the premises at all times except for Thursday evenings. You may have to wait longer to see the nurse of your choice.

CHILD HEALTH CLINIC The health visitor is based at Eastwood Clinic. Clinics are held at Eastwood and Kimberley Clinics. Please phone Eastwood Clinic on 01773 712218 to make an appointment. Dr Zahida Hama undertakes a child health and postnatal examination clinic on Tuesday afternoons, by appointment, alongside a child vaccination clinic with the practice nurse.

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ANTENATAL CARE

If you are newly pregnant simply make an appointment to see your doctor. CHAPERONES

If you would like someone to be present during your appointment with a doctor or other health professional, please ask and we will do our best to help.

HOME VISITS We are happy to visit all housebound people and those who are too ill to get to surgery. We visit after morning surgery so please phone before 10:30am if you are requesting a home visit, and be prepared to answer a few questions to help the doctors plan their calls and to give the doctors an idea of urgency. Please remember the doctor can see at least four patients in surgery in the time taken to do one visit.

LIFE THREATENING EMERGENCIES

If you are uncertain what to do in an emergency situation please do not hesitate to call our usual number 01159 382101, but do remember that many life-threatening emergencies such as choking, heart attacks or total collapse need immediate life-saving treatment from the emergency services. Please call 999 in these situations before calling the surgery.

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WHEN THE SURGERY IS CLOSED

If you require urgent medical assistance which cannot wait until the surgery reopens, please dial 111. Calls to the NHS 111 service are free from both landlines and mobiles. If you have a life threatening medical emergency please dial 999. NHS Urgent Care Centre The NHS Urgent Care Centre at Seaton House, London Road, Nottingham NG2 4LA (next to the BBC building) offers assessment and treatment for health conditions that are urgent but non-life threatening such as:

Minor burns and scalds

Minor head injury with no loss of consciousness

Skin infections and animal bites

Suspected broken bones, sprains and strains (X-ray will be available on-site)

Eye infections and minor eye injuries No appointment is needed; just drop in between 7am and 9pm 365 days a year. The NHS Urgent Care Centre has replaced the Walk-in service at Upper Parliament Street, Nottingham; Clifton Nurse Access Point, Clifton Cornerstone and Walk-in Centre, Seaton House, London Road, Nottingham.

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For more information please contact NHS Nottingham City Clinical Commissioning Group Patient Experience Team on 0115 8839570 or email: patientexperienceteam@nottinghamcity.nhs.uk Your local pharmacy can also offer you a range of services, including advice and medicines to relieve symptoms of minor ailments. ENQURIES AND TEST RESULTS

Telephone calls and enquiries at reception should be made after 2:00pm when the staff have more time to help. We cannot give medical information, including test results to anyone other than the person who had the test (unless we have consent on record). Please do not put pressure on the receptionists to divulge such information. The only exception to this rule is for young children who are unable to understand their treatment.

REPEAT PRESCRIPTIONS If the doctor agrees you can have repeat prescriptions, please send or hand in your request at reception. Requests for repeat medication are not accepted over the telephone. Prescriptions are processed within 48 hours. Please indicate on the request slip the pharmacy from

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which you wish to collect your medication. You can also request your repeat prescription online via our website: www.hamamedicalcentre.co.uk - before you can request your repeat prescriptions online, you will need to ask the receptionist for a username and password.

CARERS – Do you look after someone? Carers are people who look after family, partners or friends who are ill, frail, have a disability or a mental health problem. They may be caring for another adult or be a parent of a disabled child. The care they provide is unpaid. An estimated 5% of people in Nottingham are carers. Please ask at reception for further information, advice and support. Dawn Adams (Receptionist) is the practice’s Carer Champion. Dawn runs a Carers’ surgery between 10am and 12.00pm the first Tuesday of every month.

NEW PATIENTS

If you are newly registered at the practice you will be invited to have a health check with the nurse or healthcare assistant. Please let staff know if you need to receive information in a format that you can understand, for example, large print, different language, braille, electronically, text etc.

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NAMED ACCOUNTABLE GP

As part of a new contractual requirement for 201516 all patients registered at a GP practice are to be allocated a named accountable GP. What does this mean for you? You are unlikely to see any notable change in the way care is delivered to you by our practice, just a formalisation of our current process. The responsibilities of your named GP (those patients with a surname starting alphabetically with A to M – Dr Tariq Hama will be your named GP – N to Z – Dr Zahida Hama will be your named GP) will be to:

Take the lead responsibility for ensuring that all appropriate services required by you from the GP practice are provided.

When required, use their professional judgement, to work with relevant health and social care professionals to deliver a care package that meets your needs.

Ensure your physical and psychological needs are recognised and responded to by the relevant clinicians in the practice.

These responsibilities will be carried out within the opening hours of the practice and do not change the way you or other patients currently access care outside of these hours.

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OUT OF AREA REGISTRATIONS

New arrangements introduced from January 2015 give people greater choice when choosing a GP practice. Patients may approach any GP practice, even if they live outside the practice area, to see if they will be accepted on to the patient list. GP practises have always had the ability to accept patients who live outside their practice area. Regardless of distance from the practice, the practice would still provide a home visit if clinically necessary. The new arrangements mean GP practices now have the option to register patients who live outside the practice area but without any obligation to provide home visits. Out of area registration (with or without home visits) is voluntary for GP practices meaning patients may be refused because they live out of area. If your application is considered the practice will only register you without home visits if it is clinically appropriate and practical in your individual case. To do this we may:

Ask you or the practice you currently registered with questions about your health to help decide whether to register you in this way.

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Ask you questions about why it is practical for you to attend this practice e.g. how many days during the week you would normally be able to attend.

If accepted, you will attend the practice and receive the full range of services provided as normal at the surgery. If you have an urgent care need and the surgery cannot help you at home we may ask you to call NHS 111 and they will put you in touch with a local service (this may be a face-to-face appointment with a local healthcare professional or a home visit where necessary). We may decide that it is not in your best interests or practical for you to be registered in this way. In these circumstances we may offer you registration with home visits, e.g. if you live just outside the practice area or we may not register you and advise you should seek to register (or remain registered) with a more local practice. If accepted but your health needs change we may review your registration to see if it would be more appropriate for you to be registered with a GP practices closer to your home. This new arrangement only applies to GP practices and patients who live in England. For further information visit the NHS Choices website (www.nhs.uk).

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TEMPORARY RESIDENTS

You are able to see a doctor anywhere in the UK if you are away from home and need medical help. You can do this by asking to be registered as a “temporary resident”, in the same way we are able to see any relatives or friends staying with you if they need to see a doctor. VIOLENT AND ABUSIVE PATIENTS

Hama Medical Centre supports the Government’s NHS Zero Tolerance Zone Campaign. We ask that you treat your doctor and practice staff properly, without violence or abuse. Violent patients will be removed from our list and will be reported to the police.

CONFIDENTIALITY We have a duty to keep personal information about you confidential - but we will keep records, and will share information with other NHS professionals involved in your care. We shall ask your permission before giving information to anyone outside the NHS, such as family members or an employer. In exceptional circumstances confidentiality may be broken, for example, if a child is at risk, or if there is immediate danger to yourself or others. We do not give medical information, including test results or appointment details to anyone other than the person who had the test or appointment (unless we have consent

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on record). Please do not put pressure on the receptionists to divulge such information. ACCESS TO HEALTH RECORDS (Paper format)

Under the Data Protection Act 1998 all patients can access their medical records. The requirement does not come under the terms and conditions of the NHS, so unfortunately there will be a charge for this service. Please ask at reception for further details or look on our website.

ACCESS TO ONLINE HEALTH RECORDS

You can request to view your online record by completing the requisite consent form. Please ask at Reception for further details. FREEDOM OF INFORMATION

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 routinely makes available (please see leaflet available from reception).

COMMENTS, COMPLAINTS AND SUGGESTIONS We are always interested to hear any complaints or observations you have so that we can act upon them and improve the service we give.

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We hope that most problems can be sorted out easily and quickly, preferably at the time they occur and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. In the first instance please speak with our practice manager. We operate a practice complaints procedure and details of this are available from reception. Your complaint will be thoroughly investigated and you will be kept informed at each stage of the procedure. We hope that if you have a problem you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity for us to improve our practice. We have a suggestion box in the waiting area – you can place your suggestion in the box or, if you prefer, speak with a member of staff.

RIGHTS AND REPONSIBILITIES

As a patient with the practice you have a right to:

Receive treatment regardless of your age, sex, sexuality, ethnic origin, religious beliefs, disability or nature of your health problems as long as you reside within the practice boundaries and qualify for NHS treatment. Details of the practice boundary can be found in this booklet.

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Confidentiality

Gain access to an interpreter

Have your treatment explained to you

Refuse to be treated in front of any medical students

Complain, without discrimination if there is a problem

Consult with a primary care professional within 24 hours for urgent medical problems.

You are responsible for:

Making and keeping appointments. Please notify the surgery in good time if you are unable to keep a booked appointment.

Ordering repeat prescriptions in good time using the advised methods.

Behaving in an acceptable manner.

Informing the practice of any change of name, address or telephone number.

Switching off mobile phones whilst on surgery premises.

Keeping young children in your care under supervision and ensuring they behave appropriately.

CHANGE OF ADDRESS, NAME OR TELEPHONE NUMBER

Remember to keep us informed if you move house or change your name, including any other family members registered at the practice. We may ask for proof of ID if changes are to be made to your records. We aim to

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ensure that your records are always up-to-date. A contact number is crucial. TEACHING

We are a teaching practice for medical students. This means, on occasions, a trainee doctor will be sitting in during consultations. You will be notified of this and if you have any objection it is your privilege to ask that the trainee should not be present.

NON-NHS SERVICES Like other professionals your doctor is entitled to charge a fee for work which is not paid for by the NHS. This includes insurance reports, private sick notes, holiday cancellation forms and letters to non-NHS organisations e.g. leisure centres, school and work places. Please see the notice in the waiting room for a list of these together with the charges payable.

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PRACTICE AREA

Selston Bagthorpe Underwood Brinsley Hucknall Eastwood Greasley Langley Mill Heanor Newthorpe Watnall Bulwell Giltbrook Shipley Hama Medical Centre Hempshill Vale KIMBERLEY Nuthall Awsworth Ilkeston Cossall Strelley Trowell Wollaton

Practice Inner Boundary Practice Outer Boundary Patients living within the inner boundary who move to within the outer boundary may be considered to remain with the practice if their care provision is best served by Hama Medical Centre.

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PATIENT PARTICIPATION GROUP

We (members of the Patient Participation Group

(PPG)) at the Hama Medical Centre are proud of

our Patient Participation Group and the work it

carries out to help improve facilities at the

surgery and discuss any issues raised by patients.

Currently, we are looking to increase our group

membership and would welcome applications from,

in particular, younger patients and the ethnic

minorities.

We meet once a month at the surgery with the

medical and administration staff of the practice.

Meetings usually last for an hour (approx.) and

more details regarding the group can be found on

the notice board in the surgery waiting area.

Anyone interested in joining the PPG should

contact Julie Thurlby, Practice Manager, at the

surgery on 01159 382101.

NEW MEMBERS WELCOME ……….