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www.westkentpct.nhs.uk

Welcometo the NHS West Kent Good Health Guide 2010This guide will help you to get the best out of yourlocal health services:

Pages 3 to 5Get the righttreatment from theNHS or using selfcare advice

Pages 6 to 15A-Z of NHS andother servicesoffering help andsupport for health

Pages 16 to 23 Information aboutlocal NHSorganisations andhow to contactthem

Contents NHS West Kent: leading the local health service

NHS West Kent is your first port of call for the NHS.As NHS Commissioners we are responsible for planning,designing and contracting health services built around localpeople’s feedback and needs.

Our priority is to ensure that West Kent residents can enjoy thebest possible health. We manage over £1 billion, which isspent on a range of hospital services, GPs, dentists,community services and programmes to help people livehealthier lives, for example, stopping smoking, or beingscreened for certain kinds of cancer.

This guide has been developed in order to signpost servicesand treatment that people may need and to help to understandwhere these services can be found.

West Kent NHS Helpline 0800 0 850 850

West KentNHS Helpline 0800 0 850 850is a freephone helpline run by NHS WestKent Customer Services Team and shouldbe your first port of call for all questionsand comments about your local NHS.

We are here to:

• Listen to your suggestions, queries andconcerns; advise and support,particularly if you are a patient,carer or arelative of a patient or carer

• Offer a confidential ‘helpdesk’ service forpatients, public and NHS staff in WestKent through the Patient Advice andLiaison Service (PALS)

• Help sort out problems quickly, orformally investigate complaints under theNHS Complaints procedure dependingon what is appropriate for you

• Signpost you to other organisations thatcan offer expert help and advice

• Act as a ‘catalyst for change’ to helpimprove services

For compliments, concerns, complaints or suggestions about NHS services inWest Kent.

Freephone: 0800 0 850 850Email: [email protected] Write to:NHS West Kent Customer Services Team,Wharf House,Medway Wharf Road, Tonbridge, Kent, TN9 1RE

West KentCareCall is an innovative new telephone serviceprovided by NHS West Kent to supportpeople with long-term conditions. It is runby Health Coaches, who are highly trainednurses with specific skills, supportingthose with long term conditions to manageand improve their health and well-being athome, reducing the need for hospital staysand helping them achieve their own healthgoals. If you have a long-term condition,such as diabetes, asthma or chronic heartdisease, this service will complement andenhance the care you already receive.Please ask your GP for furtherinformation.

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For local health services to work effectively and give youthe care you need, it’s important you get the righttreatment in the right place at the right time. Why not tryyour local pharmacy, community services, your GPsurgery or a hospital depending on the care andtreatment you need?

Looking after yourself…is the right thing to do when you have minorailments like colds, coughs, indigestion andmany other complaints for which you canbuy medicines over the counter. If you needa regular prescription make sure you getyour new one before you run out of yourmedication – especially before a holiday.Keep a well-stocked and secure firstaid/medicine cabinet to treat commonailments and minor injuries at home.

It should include pain killers, indigestiontablets, cold and flu remedies, plasters anddressings. Always make sure you follow themanufacturer’s instructions. Always takeunused medicines to your pharmacy, so theycan be disposed of safely.

Ask your pharmacistfor expert advice on medicines and minorailments - you don’t need an appointment.Most are open 9-5 and there is always oneopen later and on Bank Holidays. A list isavailable from NHS Direct 0845 46 47 orwww.nhs.uk, or see your local newspaper.

Contact NHS Direct for confidentialhealth advice and information 24 hours aday, on what to do if you or your family arefeeling ill. It is a good source of informationabout local healthcare services and self-helporganisations. Call 0845 46 47 or visitwww.nhsdirect.nhs.uk

Visit your GP surgery…for general medical advice and treatment,prescriptions, vaccinations, tests or to bereferred to a specialist or hospital. You don’talways have to wait to see your doctor, aspractice nurses and some other members ofthe team can often help.If your condition is not urgent, you canexpect to see a doctor within two workingdays, or a health professional like a nursewithin one working day. You can also book inadvance if this is more convenient for you.

Visit your local Minor Injuries Unit orEmergency Care Centre (MaidstoneHospital) for care and treatment of minorillnesses or minor injuries without anappointment.

If your illness or injury is serious or evenpotentially life-threatening, visit your localA&E.

Get Emergency GP ServicesIf your surgery is closed and you cannot waituntil it next opens, phone the surgery for amessage about the out-of-hours service.This service is not for routine matters orrepeat prescriptions. If you need to see adoctor, you may be offered an appointmentat the out-of-hours centre. A doctor will onlymake a home visit if they think it isnecessary.Remember: for medical advice you can callNHS Direct 0845 46 47

Gettingthe righttreatment


Get Emergency DentistryCall your local dentist surgery for anappointment or a message about the out-of-hours service. Alternatively, callDentaLine 01634 890300 orNHS Direct 0845 46 47 for advice.For help finding an NHS dentist call theWest Kent NHS Helpline on 0800 0 850 850

Get Emergency ContraceptionThis is often called the ‘morning after pill’ andworks up to 72 hours after unprotectedsexual intercourse. It can be obtained from apharmacy (many provide it without aprescription), your GP or call the FamilyPlanning Association on 0845 122 8690

In a Mental Health EmergencyIn an emergency, you can contact your GPsurgery for their out-of-hours service, or inextreme cases go to your local accident andemergency department.Also see Mental Health in this guide

Visit our Minor Injuries Units (MIUs)For cuts that need cleaning, stitching ordressing, animal bites or stings, strains andsprains, minor burns and scalds, a foreignbody in the eye, nose or ear, or a scratch tothe eye.

Edenbridge HospitalMill HillEdenbridge TN8 5DAOpen 8.30am – 4.30pm every dayPhone: 01732 863164

Sevenoaks HospitalHospital RoadSevenoaks TN13 3PGOpen 8.00am – 8.00pm every dayPhone: 01732 470200

Gravesham Community HospitalBath StreetGravesend DA11 0DGOpen 9.00am – 9.00pm every dayPhone: 01474 360500

Darent ValleyHospitalDarenth Wood RoadDartford DA2 8DAPhone: 01322 428100 andask for A&E

Kent & SussexHospitalMount EphraimTunbridge Wells TN4 8ATPhone: 01892 526111Option 3 and ask for A&E

Maidstone HospitalEmergency Care CentreHermitage LaneMaidstoneME16 9QQPhone: 01622 226000

Many people go to A&E when they could go to a minor injuries unit or urgent care treatmentcentre. A&E staff must give priority to serious and life-threatening conditions, so it may bemore appropriate for people with minor injuries to be seen at an MIU.

Accident and Emergency Services (A&E)

Call 999 for an ambulance…for a life-threatening problem like severe chest pain, suspected heart attack or stroke,serious injury, loss of consciousness, severe breathing difficulties, heavy bleeding, suspectedbroken bones, poisoning or drug overdose. Ambulance clinicians will take you to the rightNHS facility for treatment.

Open 24 hours a day, every day


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AAccident & Emergency

Darent Valley Hospital,Darenth Wood Road,Dartford, DA2 8DA.Phone: 01322 428100

Kent and Sussex Hospital,Mount Ephraim, TunbridgeWells, TN4 8ATPhone: 01892 526111option 3

Maidstone Hospital, Hermitage Lane,Maidstone,ME16 9QQPhone: 01622 226000

Age Concern

www.ageconcern.org.uk

Maidstone 01622 753618

Tunbridge Wells01892 522591

Tonbridge 01732 366100

Sevenoaks 01732 454108

Gravesend 01474 564898

Northfleet 01474 567088

Malling 01732 848008 and

Malling Help and AdviceLine 01732 873977

Swanscombe andGreenhithe 01322 385135

Alcohol and Drug Misuse

Contact your GP to talkabout any alcohol or drugsquestions you have.

www.talktofrank.cominformation about drugs foryoung people

www.westkentpct.nhs.ukhas details of places whereyou can get help forproblems with drugs inWest Kent

www.drinking.nhs.uk hasinformation about theeffects of drinking

The Wealden CentreDrug and Alcohol MisuseService 01732 370413Call to refer yourself to aspecialist clinic inMaidstone, Larkfield,Tonbridge, Tunbridge Wells,Sevenoaks, Swanley orEdenbridge.

Alzheimer’s Support

Alzheimer’s SocietyMaidstone 01622 747181Tonbridge 01732 370330 24 hr Helpline0845 604 4391www.alzheimers.org.uk Helpline: 0845 300 0336

Alzheimer’s & DementiaSupport Services Gravesend, Dartford andSwanley 01474 533990

Arthritis Care

www.arthritiscare.org.uk Helpline: 0808 800 40 50

Asthma UK

Asthma UK Advice Line0800 1216244www.asthma.org.uk

BBereavementCounselling

Cruse Helpline 0844 477 9400 www.cruse.org.uk

Cruse Helping Young People 0808 808 1677www.rd4u.org.uk

Cruse Dartford, Gravesham,Swanley01474 360690

Cruse West Kent01732 353575

SANDS (Stillbirth and Neonatal Death Society) Helpline: 0207 4365881www.uk-sands.org

The A-Z of local health information and health services


Brain Injury

Headway (the Brain InjuryAssociation) www.headway.org.uk Helpline: 0808 800 2244

Blood and organdonation

For your nearest sessioncall 0300 123 23 23 or visit www.blood.co.uk

British Red Cross

www.redcross.org.ukFreephone: 0800 0280 831

CCancer

Breast Cancer Care Helpline: 0808 800 6000www.breastcancercare.org.uk

MacmillanCancer SupportHelpline: 0808 808 0000www.macmillan.org.uk

Cancer Research UK Helpline: 0808 800 4040www.cancerresearchuk.org

Bowel Cancer UK Advice line:0800 840 3540www.bowelcanceruk.org.uk

Beating Bowel Cancerwww.beatingbowelcancer.org Tel: 08450 719300Nurse Advisor Helpline: 08450 719301

Tunbridge Wells and DistrictBreast Cancer SupportGroup 01892 520103

Macmillan Breast CareNurse Service01892 632299

Tunbridge Wells BowelCancer Support Group01892 632587

Kent Oncology Centre – islocated at MaidstoneHospital. Please call themain hospital switchboardnumber on 01622 729000

Kent and MedwayCancer Network www.kentmedwaycancerguide.nhs.uk

Kent Cancer Trust www.kentcancertrust.org.uk

Pickering Cancer Drop In Centre27 Monson RoadTunbridge WellsKent TN1 1LS Phone: 01892 511880Open Tuesday, Wednesdayand Friday 10am-4pm

The Prostate Cancer Charitywww.prostate-cancer.org.uk Helpline: 0800 074 8383

Care Homes and Nursing Homes

For information on locatingand choosing a care homeor nursing home, contactthe Care QualityCommission www.cqc.org.uk Helpline: 03000 616161

Carers Support

Carers First01732 357555

Carers UKCarers UK Advice Line: 0808 808 7777www.carersuk.org

NW Kent CarersSupport Service01474 364733

Maidstone Carers Project 01622 685276

Citizens Advice Bureau

www.adviceguide.org.uk Edenbridge 01732 865131

Tonbridge 01732 440488

Sevenoaks and Swanley

01732 454443(Sevenoaks)

01322 664949 (Swanley)

Gravesend 01474 361239

Maidstone 01622 75242001622 757882

National Debtline 0808 808 4000


Comments

For concerns, complimentsand complaints about theNHS in West Kent.

West Kent NHS HelplineFreephone:0800 0 850 850 Fax: 01474 360618Email:[email protected]

Write to:NHS West KentFreepost RRJX JYURUYAC,Wharf House, MedwayWharf Road, Tonbridge,Kent TN9 1RE

Or contact the IndependentComplaints AdvocacyService throughwww.seap.org.uk/icas If you’re not happy with thecare you’ve received, oryou’ve been refusedtreatment for a condition,you have the right tocomplain, have yourcomplain investigated andbe given and full andprompt reply.

Health Service Ombudsmanwww.ombudsman.org.uk

Community Hospitals

Edenbridge and District WarMemorial HospitalMill Hill, Edenbridge, Kent TN8 5DATel: 01732 863164

GraveshamCommunity HospitalBath Street, Gravesend,DA11 0DGTel: 01474 360500

Hawkhurst HospitalHigh Street, Hawkhurst,TN18 4PUTel: 01580 753345

Livingstone HospitalEast Hill, Dartford, DA1 1SATel: 01322 622222

Sevenoaks HospitalHospital Road, Sevenoaks,TN13 3PGTel: 01732 470200

Tonbridge CottageHospitalVauxhall Lane, Tonbridge, TN11 0NETel: 01732 353653

Chiropody (see FootHealthcare)

Counselling

Counselling can helpaddress many problemsincluding anxiety,depression, educational oroccupational difficulties,interpersonal relationshipsor adjustment to physicalillness and other life events.Please note that you mayhave to pay for this service.

You can find a counsellor byvisiting your GP, looking inyour local telephonedirectory or go to the British

Association of Counsellorsand Psychotherapy (BACP)website where you cansearch for a therapist inyour area.

Website: www.bacp.co.ukSome employers can alsogive you information oncounselling.

UK Counselling DirectoryTel: 0844 8030240

DDentist

For help finding an NHSdentist or for queriesregarding treatment andcosts call the West KentNHS Helpline on 0800 0850 850 or call NHS Direct0845 46 47

For emergency dentaltreatment, contact yourlocal dentist or callDentaline 01634 890300

Diabetes

To find local information ondiabetes visitwww.diabetes.org.uk

Diabetes UK Careline: 0845 12 02 960Or visit: www.nhs.uk

Doctor (see GPs)

Domestic Violence

National Domestic ViolenceFreephone Helpline 0808 2000 247


West Kent Police DomesticViolence Unit 01892 502164

EEating Disorders

See also Young Peopleand Mental Health in thisguide

Beatwww.b-eat.co.uk Helpline: 0845 634 1414

Eating Disorders Service22 Oakapple Lane,Maidstone,Kent,ME16 9NWPhone: 01622 729980www.kmpt.nhs.uk/eatingdisorders

Epilepsy

Epilepsy ActionFreephone:0808 800 5050Website:www.epilepsy.org.ukEmail:[email protected]

Expert PatientProgramme

People with a long-termhealth condition who wantto take some control of itcan call West Kent NHSHelpline on 0800 0 850850 to join this programme.

Eyes

(see also Opticians)If you have an immediateproblem with your eye,such as a foreign body inyour eye, you should visityour GP or nearest MIU.Only in the most serious ofcases should you go toA&E (see Minor InjuryUnits and Accident andEmergency).

FFamily Planning

Free, confidential adviceand information oncontraception, sexualhealth and unwantedpregnancy. For clinic timesin your area, call NHSDirect on 0845 46 47

Also see Sexual Healthand Young People in thisguide.

Foot Healthcare (NHS)

(Also called Podiatry) Youcan be referred by SocialServices or any HealthProfessional to one of ourclinics. For information oradvice in your area call:

Maidstone area: 01622226066

Tonbridge and TunbridgeWells area: 01732 376810

GGPs

To register with a GP, youcan contact the surgerydirect, call NHS Direct 0845 46 47 orcall Kent Primary CareAgency on 01622 655000. If you need a GP outsidesurgery hours, ring thesurgery for an informationmessage or call NHS Direct 0845 46 47

HHealth Visitors

Dartford Locality (incl.Swanley)01322 622321Helpline 01474 324557 (9.30am-12pm)

Maidstone Locality (incl.Staplehurst and Cranbrook)01622 225790Helpline 01622 225518(9.30am-12pm)

Tonbridge & Malling (incl.Sevenoaks andEdenbridge)01732 221145Helpline 01732 221144(9.30am-12pm)

Tunbridge Wells & Weald(incl. Paddock Wood,Pembury and Cranbrook)01892 524673Helpline 01892 839428(9.30am-12pm)


Gravesend Locality01474 534795Helpline 01474 324557(9.30am-12pm)

Or visitwww.westkentpct.nhs.uk For 24 hour advice, youcan contact NHS Direct0845 4647

Healthy Living

Health TrainersA new service provided byNHS West Kent to supportlocal residents who want tohave more control overtheir health and makehealth improving lifestylechanges.Tel/Answerphone: 01622723824Email:[email protected]

NHS Choices websitewww.nhs.uk/livewell

NHS West Kent website www.westkentpct.nhs.uk

Explore Kent Healthy walks and outdooractivitieswww.kent.gov.uk/explorekent

Kent Sport websitewww.kentsport.org

Active Kentwww.activekent.co.ukLocal council websites arealso a good source ofinformation

Hearing

Hi Kent (West Kent office) 01622 691151 (voice or text)Email:[email protected] hearing aid clinicsplease visit their website: www.hikent.org.uk

RNIDwww.rnid.org.uk Helpline: 0808 8080123 Textphone: 0808 808 9000Free hearing check online:www.rnid.org.uk/check

Hearing Concern LINKwebsitewww.hearingconcernlink.org Helpline: 01323 638 230

HIV/AIDS

Sexual Health Information 0800 567123

Terrence Higgins Trust www.tht.org.uk Helpline: 0845 12 21 200

Hospices

EllenorLions HospicesEllenorLions Centre,St Ronans View,Dartford, DA1 1AETelephone: 01322 221315

EllenorLions HospiceColdharbour Road,Northfleet,Kent, DA11 7HQTelephone: 01474 320007

Hospice in the WealdMaidstone Road,

Pembury,Tunbridge Wells,TN2 4TAPhone: 01892 820500

The Heart of Kent HospicePreston Hall,Aylesford, ME20 7PUPhone: 01622 792200

IInfections & InfectiousDiseases

The Health ProtectionAgency website providesinformation aboutinfectious diseases www.hpa.org.uk

Immunisation (andvaccinations)

www.immunisation.nhs.uk

LLearning Disabilities

Down’s SyndromeAssociation0845 230 0372

Kent Integrated LearningDisability TeamsCall Kent County Councilcontact centre’s 24 hourtelephone line. See belowfor local offices in WestKent: 08458 247 100


Dartford, Gravesham andSwanley Locality LearningDisability TeamJoynes House,New Road, Gravesend,DA11 0ATTel: 01474 328664

Maidstone and MallingIntegrated Team for Peoplewith Learning Disabilities17 Kings Hill Avenue,West Malling,Kent, ME19 4QGTel: 01732 525714

South West Kent Learning Disability Team(Tunbridge Wells,Tonbridge and Sevenoaks)Croft House,East Street,Tonbridge,TN9 1HPTel: 01732 362442

Mencap's LearningDisability Helpline0808 808 1111 Email:[email protected] www.mencap.org.uk

MMaternity

You can contact your GPfor information or contactyour local CommunityLiaison Office for moreinformation:

Maidstone and Malling,including Hawkhurst01892 638158If urgent, call the deliverysuite at Maidstone Hospitalon 01622 224426

Tunbridge Wells, Tonbridge,Sevenoaks and PaddockWood area 01892 633488If urgent, call the deliverysuite at Pembury Hospitalon 01892 633500

Dartford, Gravesham andSwanley 01322 428753If urgent, call the deliverysuite at Darent ValleyHospital on 01322 428278 / 428280

ME

Action for MEwww.afme.org.uk 0845 123 2380

Meningitis

Meningitis ResearchFoundationwww.meningitis.org.ukHelpline: 0808 800 3344

The Meningitis Trustwww.meningitis-trust.org24-hour nurse-led helpline(UK):0800 028 18 28

Mental Health

If you are worried aboutyour mental health, or thatof someone you know, youcan get help from your

local GP or NHS Direct on0845 46 47.

In an emergency, go toyour local accident andemergency department, orcall 999 for an ambulance.(Also see Samaritans andYoung People)

Mental Health MattersHelpline0800 107 0160Provides confidentialemotional support andinformation on local &national mental healthservices. You do not needa diagnosed illness to call.They can also help withthings like bereavement,relationship problems,loneliness and stress.Weekdays 5pm to 9amWeekends and BankHolidays 24 hour service.Online support service atwww.mentalhealthmatters.com

MINDNational Association forMental Health in the UnitedKingdom campaigns onbehalf of those with mentalillness.www.mind.org.uk has linksto your nearest office.Helpline: 0845 766 0163(9am-5pm weekdays)

RETHINKWorks to help everyoneaffected by severe mentalillness, includingschizophrenia, to recover a


better quality of life.www.rethink.orgwww.mentalhealthshop.org Rethink National adviceline:0845 456 0455 (10am-2pm)

Asian Mental HealthHelpline (Kent)0808 800 2073

Kent and Medway NHS andSocial Care PartnershipTrust (KMPT)01732 520400There are communitybased Mental Healthteams in most towns.

For your nearest team callKMPT Patient Advice andLiaison Service (PALS) inWest Kent on 0800 587 6757

Shaw Trust (TonbridgeCentre)Provides training intransferable work skills forpeople who have severeand enduring mental healthproblems. Ask yourcommunity mental healthteam to be referred.01732 357751

Improving Access toPsychological Therapies Referrals are made byGPs.For more information visit:www.iapt.nhs.uk

NHS Stressline0300 123 2000

Minor Injuries Units(MIUs)

Our MIUs are managed byspecialist nurses calledEmergency NursePractitioners. You can beassessed and treated atMIUs for cuts that needcleaning, stitching ordressing, animal bites orstings, strains and sprains,minor burns and scalds, aforeign body in the eye,nose or ear. Our MIUshave access to X-ray andwill interpret and treatsimple fractures wherepossible. MIUs do not seechildren under the age of 1.

Edenbridge HospitalMill Hill, Edenbridge, TN8 5DAOpen: 8.30am-4.30pmevery day.Phone: 01732 863164

Sevenoaks HospitalHospital Road, Sevenoaks, TN13 3PGOpen: 8.00am-8.00pmevery day.Phone: 01732 470200

Gravesham CommunityHospitalBath Street, Gravesend,DA11 0DGOpen: 9.00am-9.00pmevery day.Phone: 01474 360500

Motor Neurone Disease

Motor Neurone DiseaseAssociation

North West Kent Branch01322 228169Multiple SclerosisSupport

MS SocietyEmail:[email protected] Freephone Helpline: 0808800 8000

Bexley and Dartford Branch

020 8306 7050

Gravesend and District

01474 363 383

Maidstone and District

01622 675556

Tunbridge Wells and District0845 6037882

Local MS Nurses:Ask your GP about howyou can get in touch withyour local MS nurse.

Social Services:08458 247 100

NNHS Direct

Contact NHS Direct to getconfidential advice onappropriate healthcare foryour condition, includingcaring for yourself orothers at home when appropriate fromwww.nhsdirect.nhs.uk Phone: 0845 46 47


NHS Choices

www.nhs.uk for informationon health conditions andgeneral health issues, plusa search facility using youpostcode to find yournearest NHS service

Nursing Homes and CareHomes

For Nursing Homes, seeCare Homes and NursingHomes (under ‘C’)

OOlder People (see alsoAge Concern)

Citizens Rights for OlderPeople (CROP)Barham Court BusinessCentre,Teston, Maidstone, Kent,ME18 5BZTel: 01622 812228Email:[email protected]

First Stop Advice Line:0800 377 7070www.firststopcareadvice.org.uk

The Gr@nd43 New Road, Gravesend, Kent, DA11 0ABTel: 01474 32 01 23Cyber Café that offersSilver Surfers Programmesrunning for 8 weeks on aMonday and Tuesday 1pm-2.30pm

Opticians

Contact NHS Direct 08454647 or visit www.nhs.ukfor a list of opticians in thearea.

Out-of-hours GPservices

Call your GP surgery anddepending on the surgery,you will either beredirected automatically orhear a recorded messagetelling you to dial anothernumber to reach theout–of-hours service. Moreinformation: www.southeasthealth.com

PPALS Patient Advice &Liaison Services

For answers to questionsor to raise concerns aboutNHS services, contact thePALS adviser in the NHSTrust concerned, or call the NHS West Kent Helpline tospeak to CustomerServices Freephone 0800 0 850 850

To find your PALS adviserlook at www.pals.nhs.uk

Parenting

Kent Children and FamiliesInformation Service08000 32 32 30Email:[email protected]

Website:www.kent.gov.uk/cfis

Kent Trust Web for familiesand childrenwww.kenttrustweb.org.uk

Parentline Plus 0808 800 2222www.parentlineplus.org.uk

Resources on child healthand parentingwww.nhs.uk/livewell

Parkinson’s

Parkinson's UK0800 800 0303www.parkinsons.org.uk

Pharmacists

For expert advice aboutminor ailments including:coughs, colds, sorethroats, headaches,allergies, skin conditions,hayfever and diarrhoeaand which over the countermedicines will relieve yoursymptoms. For a list ofpharmacies in your areacall NHS Direct 0845 46 47 or visit www.nhs.uk For late night/Sundayopenings look in your localnewspaper.

Pregnancy (seeMaternity)

Podiatry (see FootHealthcare)

www.westkentpct.nhs.ukwww.westkentpct.nhs.uk

Primary Care BookingService

If you have been referredby your GP to anotherhealth professional youcan ring the Primary CareBooking Service with non-medical queries about yourreferral, e.g. about waitingtimes, dates, or if you areeligible for transport to andfrom your firstappointment, depending onyour medical needs. Atleast 48 hours notice isrequired for bookingtransport. Follow-upappointment transport canonly be arranged at thehospital. Phone: 01622 791472

SSamaritans

(also see Mental Health)For confidential non-judgemental emotionalsupport 24 hours a day forpeople with feelings ofdistress or despair,including those whichcould lead to suicide:www.samaritans.org Phone: 08457 909090 Email: [email protected]

School Nurses

Can be contacted throughyour child’s school or yourlocal health clinic (Also seeHealth Visitors in thisguide)

Sexual Health

For confidential advice andtreatment, you can visityour local Contraceptionand Sexual Health (CASH)Clinic. To find out whereyour local CASH clinic is,visitwww.westkentpct.nhs.ukGo to You and Your Health- Live Well - Sexual Healthand Contraception.Sexual Health Line0800 567123www.condomessentialwear.co.uk

Sexual Health Services forthe under 20sYour GP, school nurse,college or youth club cangive you information andadvice on sexual health.See Young People in thisguide for useful websitesand information onChlamydia. C-card - under 20s can getfree condoms in WestKent. Visit:www.foryoungpeople.co.uk to find out more about this,emergency contraception,CASH clinics andChlamydia screening.

Smoking

For free sessions for thosewho want to give upsmoking call 01622 723836

Visit the NHS Smokefreewebsite for more

information and advice www.nhs.uk/smokefree or call their helpline 0800 022 4 332

Action on Smoking andHealth www.ash.org.uk Phone: 020 7739 5902

Social Care

Kent County CouncilWest Kent Area Office,17 Kings Hill Avenue, Kings Hill, West Malling, ME19 4ULTel: 01732 525000 To contact Social Servicesout-of-hours call thecontact centre on 08458247 100 www.kent.gov.uk/adultsocialservices

Stroke

Stroke Association Stroke Helpline:03033033100

If you think someone mayhave suffered a strokecheck the following F.A.S.T! Face - has their face fallenon one side? Can theysmile?

Arms - can they raise botharms and keep themthere?

Speech - is their speechslurred?

Time - time to call 999immediately if you see anyone of these signs.

www.nhs.uk/Actfast


VVisual Impairment

Kent Association for theBlind (KAB)01622 691357

Royal National Institute forthe Blind (RNIB) www.rnib.org.uk Helpline: 0303 123 9999

Volunteering

For those interested inhelping others, visit:www.do-it.org.uk

To find your localvolunteering centre, visit:www.volunteering.org.uk

Voluntary Action WithinKent (VAWK)Tel: 01892 530330www.vawk.org.uk

WWalk-in Centre

GP-led walk-in healthcentre for registered andnon registered patientswho urgently need to see aGP. No appointmentrequired.

White Horse Surgery andWalk In Centre Vale Road, Northfleet, Kent, DA11 8BZPhone: 0300 0300 000Open 8am-8pm every day.

Weightloss

Go towww.nhs.uk/livewell/loseweight for a wealth ofinformation and advice orvisit your GP who can giveyou personalised advice onlosing weight.

YYoung People

(see also Sexual Health)www.foryoungpeople.co.ukPhone: 0800 0728 748Advises on a number ofissues that affect youngpeople (drugs, alcohol,sexual health etc.)

ChildLine 0800 1111

Eating disorders www.b-eat.co.uk/YoungPeople/Home Email: [email protected] Youthline: 0845 634 7650 Mon-Fri 4.30pm-8.30pm and Sat 1pm-4.30pm

Connexions Direct: Information for youngpeoplewww.connexions-direct.com

Connexions Kentwww.connexionskentandmedway.co.uk Information and advice for13-19 year olds acrossKent.

Kent Youth Serviceswww.togogo.info Information for youngpeople (13-19) on placesto go, things to do andadvice & support acrossKent

West Kent YMCAwww.westkentymca.org.ukSupportedaccommodation, vocationaltraining, outreach,information and advice foryoung people in need

The Gr@nd43 New Road, Gravesend,Kent, DA11 0ABTel: 01474 32 01 23Cyber Café that offersinternet access, as well ashealth advice. There is asexual health clinic:Thursdays 4pm-6pm. CCard services available.

Chlamydia You can request a freepostal testing kit by calling:01622 713108 or texting:07879 486714. You canalso visit www.whatsinyourpants.co.uk


Primary Care ServicesFor more information visitwww.westkentpct.nhs.uk or if you have aquestion or comment call NHS West KentCustomer Services 0800 0 850 850

Hospital ServicesDartford and Gravesham NHSTrust - www.dvh.nhs.uk Darent Valley Hospital is a modern 21stcentury acute general hospital with 470+beds. Built to the highest standards itoffers a comprehensive range of services.Rated highly by the Care QualityCommission, its investment and growth inspecialties, including cardiology andmaternity, make Darent Valley a popularchoice both locally and increasingly forpatients from neighbouring districts.

Darent Valley Hospital Darenth Wood Road Dartford, DA2 8DA01322 428100

Maidstone and Tunbridge WellsNHS Trust - www.mtw.nhs.uk

Main Switchboard for all hospitals: 0845 155 1000

This 787-bed acute hospital trust providesa full range of general hospital services toits local communities and has a specialistcancer centre that delivers to the whole ofKent, Hastings and Rother, whichincludes radiotherapy and complexchemotherapy.

Your local NHS organisations andhow to get in touch

Kent and Sussex Hospital Mount Ephraim,Tunbridge Wells, TN4 8AT0845 155 1000

Pembury Hospital Tonbridge Road,Pembury,Tunbridge Wells, TN2 4QJ0845 155 1000

Maidstone Hospital Hermitage Lane, Maidstone, ME16 9QQ 0845 155 1000

Kent and Medway NHS andSocial Care Partnership Trust -www.kmpt.nhs.uk The main focus of this Trust is on mentalhealth services, including forensic mentalhealth, learning disability and substancemisuse services. For more informationabout mental health services and supportsee Mental Health in the A-Z of this guide.

Trust Headquarters 35 Kings Hill Avenue, Kings Hill, West Malling, ME19 4AX 01732 520400

South East Coast AmbulanceService NHS Trust -www.secamb.nhs.uk The Trust responds to 999 calls from thepublic, urgent calls from healthprofessionals and in Kent and Sussex,


provides non-emergency patient transportservices (pre-booked patient journeys toand from healthcare facilities).

Kent Office Heath Road, Coxheath,Maidstone, ME17 4BG01622 747010

Community responders play a vital role inemergency care. These members of thepublic have been trained by theambulance service to deliver life-savingskills in their local areas before anambulance arrives. If you are interested inbecoming a community responder, visitthe ambulance websitewww.secamb.nhs.uk or ring 01273897861Email: [email protected]

Social CareKent County Council provides social carefor children and families, older people,people with disabilities and people withmental health problems. It includes homesupport and residential care.

West Kent Office 17 Kings Hill Avenue, Kings Hill,West Malling, ME19 4UL01732 525000

Kent County Council County Hall, Maidstone, ME14 1XQ24 Hour help line: 08458 247 100

Kent Health WatchHelping you comment on social care:08458 247 [email protected]

Not going to make yourappointment?If you can’t keep an appointment pleasetell the surgery, clinic or in-patientdepartment involved. Not turning up for anappointment stops someone else havingthe appointment instead, wastes staff timeand costs the NHS millions of poundseach year.

Free Choice and Chooseand BookIf your GP refers you to see a hospitalspecialist, you now have more choiceabout when and where you are treated, formost conditions. This helps you ensurethat you go to the place that best suitsyour needs, at a time convenient to you.You can choose which hospital you’retreated at, based on what’s important toyou - for example, proximity to family,waiting times or somewhere you havebeen to before and liked.

Your choice If you need to be referred tosee a hospital specialist you can chooseto go to any appropriate hospitalaccredited to provide care under the FreeChoice scheme. This includes NHS,Foundation Trust and many independenthospitals. All these hospitals will meetNHS standards and your treatments willbe paid for by the NHS.

Ask your GP for help or phone the NHSon 0845 608 8888 for information onhospitals and clinics. You can make yourchoice based on what’s important to you. Once you have made your choice, youcan Choose and Book your firstappointment in the GP surgery, bytelephone or online. Choose and Book isan electronic system which gives you a


choice of hospital and appointment time.Choosing and booking your appointmentmeans that you can fit your treatment intoyour life, not fit your life around yourtreatment.

Your referralIf you are referred by your GP to ahospital specialist:1) Choose your hospital from a shortlist ofclinically-appropriate hospitals chosen byyour GP. 2) You can then choose the time and dateof your first appointment. 3) You will be seen at the place of yourchoice and any treatment you require willbegin within 18 weeks.

Your treatment When you see your specialist for your firstappointment, if it is agreed that you needtreatment, the maximum you will wait for itto start is 18 weeks from GP referral - butyou may be treated sooner. www.chooseandbook.nhs.uk/patients

18 Weeks – what does it mean?Since December 2008, in line with theNHS Constitution, NHS West Kent hasbeen working to ensure that the longesttime most people have to wait from beingreferred to starting treatment is 18 weeks.Any appointments, tests, scans or otherprocedures you may need beforetreatment will all happen within thistimeframe.

This approach means that NHS servicesare more streamlined, bringing realbenefits to all our patients. For furtherinformation please visitwww.18weeks.nhs.uk or contact the

West Kent NHS Helpline 0800 0 850 850for a leaflet explaining more.

Improvements have been made to enableachievement of reductions in waiting timesfor treatment to 18 weeks or less with 91%of patients requiring admission fortreatment and 97% of patients who aretreated without being admitted waiting lessthan 18 weeks in January 2010. Inaddition, the majority of patients wait lessthan 6 weeks for a diagnostic test.

Waiting times for digital hearing aids havebeen reduced, with all patients referred foraudiology access being assessed within 6weeks and treated within 18 weeks. Inaddition direct referrals to this service cannow be made by GPs, further reducing thewaiting times for patients.

For further information on ourperformance please visit our websitewww.westkentpct.nhs.uk and go to 'ThePCT' section.

For more information about the NHSConstitution visitwww.dh.gov.uk/nhsconstitution

The Kent LINk (LocalInvolvement Network) is an independent network of local peopleand community groups working togetherto influence and improve Kent’s healthand social care services.

For more information about your localLINk:Visit: www.thekentlink.co.ukCall: 01303 297050Email: [email protected]


page 19

Fighting Infection Together

What are healthcare associatedinfections?• Healthcare associated infections are

infections that people occasionally pickup while being treated for something else

• The most common ones are MRSA andC Difficile. Healthy people are veryunlikely to catch them

• In recent years, the impact of healthcareassociated infections has changedconsiderably and cases have beensignificantly reduced in West Kent

• The best approach is prevention andeveryone has a vital part to play:patients, families and friends, as well asdoctors and other health service staff

• Wash your hands and use alcohol gelprovided by the hospital before and after visiting

• Wash your hands carefully at home too,especially before eating or preparing food

• Make sure any health professionalexamining you or your relative washestheir hands first – remind them ifnecessary

• Don’t visit anyone in hospital if you havebeen sick or had diarrhoea in theprevious 48 hours

• Always follow your doctor’s instructionson taking antibiotics and finish thecourse

Remember you can help too

What are we doing?NHS West Kent is well prepared andworking hard to combat healthcareassociated infections:

• All staff are trained in the importance ofgood infection control and controltechniques

• Hand hygiene is one of the key areas toreduce infection. Alcohol hand-rub andhand-washing facilities are providedthroughout hospitals for patients, visitorsand staff

• Every ward in community hospitals hasan ‘Outbreak Pack’, which tells staff whatsteps need to be taken in the event of anoutbreak, from isolating patients to deepcleaning


page 20

NHS ConstitutionThe first NHS Constitution was signed on21 January 2009 at a historic ceremony atDowning Street, after an in-depthconsultation process with organisations,staff and patients across the country.

The Constitution brings patient and publicrights together in one place so you knowwhat you are legally entitled to, how youcan exercise your rights and understandyour responsibilities. It also contains arange of pledges to patients and staff,which the NHS is committed to achieving.

The Constitution is designed to safeguardthe values of the NHS for the future,making sure that the NHS continues to berelevant to the needs of patients, thepublic and staff in the 21st century - itensures that we protect the NHS forgenerations to come.

The core values of the NHS are:

• Respect and dignity

• Commitment to quality of care

• Compassion

• Improving lives

• Working together for patients

• Everyone counts

The Constitution clearly sets out yourrights as a patient. This includes 7 keyareas each with a range of rights andpledges:

• Ensuring everyone has access to healthservices

• Providing quality of care andenvironment

• Making nationally approved treatments,drugs and programmes available

• Ensuring consent, confidentiality andrespect for both patients and staff

• Enabling access to information andadvice so you can make informed andfree choices

• Making it possible for you to have a sayin your healthcare

• Ensuring complaints are investigatedand dealt with efficiently

At the same time, it is important thatpatients recognise they haveresponsibilities too. The Constitution alsosets out expectations of how people cancontribute to the effective working of theNHS, including:

• Ensure you are registered with a GP

• Treat NHS staff and other patients withthe same courtesy you would expect

• You should provide accurate informationabout your health

• Please keep appointments, or cancelwithin a reasonable time

• You should follow the course oftreatment which you have agreed withyour doctor

Every 10 years, the Government of the day isobliged by law to renew the Constitution, justas the BBC renews its Charter. This ensuresthat any changes to the Constitution are theresult of consultation and cannot be madewithout involving staff and patients. There isalso a new legal duty on all providers of NHSservices to take account of the Constitution inthe decisions that they make.

For more information about the NHSConstitution visit

www.constitution.nhs.uk/south_east_coast


Have your say in what thoseservices look like bybecoming a member of theHealth Network.

Being part of the Network:• Share your experience of health services

• Join meetings or focus groups on issuesyou are interested in

• Meet key decision makers to share yourviews face to face

• Access FREE training to enhance yourskills to influence our decision making.

Plus you will receive a monthly newsletterto keep you up to date with health in WestKent.

Become a member and participate asmuch or as little as you like.

Everyone is eligible to join…. We want tohear from you, your family, colleagues,friends and neighbours.

NHS West Kentspends millionsof pounds a yearto make sureWest Kent has theright healthservices…

Have anopinion?

Your voicecounts!

We’relistening...

“Your voice counts”Email: [email protected]: 01732 375287Website:www.westkentpct.nhs.uk/Have_Your_Say

To join the Health Network completeand return the registration form(overleaf) to the following address:

Health NetworkNHS West KentFreepost RRJX JYUR UYACWharf House,Medway Wharf Road,Tonbridge,Kent, TN9 1RE

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This information is also available inBraille, audio tape, large print and otherlanguages on request.

0800 0 850 850

West Kent NHS Helpline0800 0 850 850

Health Network01732 375 287

Health Trainers01622 723 824

CareCall0800 169 1824

Stop Smoking Service01622 723 836

NHS Direct0845 46 47

Useful Numbers

You may like to use this section to keep your own useful numbers handy:

Doctor:

Dentist:

Local Pharmacy:

Opticians:

Health Visitor:

Clinic:

Other:

This Guide has been produced by NHS West KentYou can contact us at our headquarters:

NHS West Kent, Wharf House, Medway Wharf Road, Tonbridge TN9 1RECall us on the West Kent NHS Freephone Helpline: 0800 0 850 850

HQ Switchboard: 01732 375200Email us at: [email protected]

Check out our website:


Freephone:

0800 0 850 850

All information was correct at time of print to the best of our knowledge. NHS West Kentcannot be held responsible for the content held on external organisations’ websites orchanges in contact details. This guide will be delivered to all residential households

covered by NHS West Kent postcodes, however there may be some inevitable overlapwith other PCT areas which is beyond our control. However, we hope the information in

this guide proves useful to all. (Produced March 2010)

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