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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 Website: www.hamamedicalcentre.co.uk

Revised December 2018

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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

DERBY ROYAL HOSPITAL 01332 340131

STAPLEFORD CARE CENTRE 0115 8835000

OUT-OF-HOURS – NHS 111 111

KIMBERLEY CLINIC 0115 9163301

BOOTS KIMBERLEY 0115 9382123

MANOR PHARMACY, KIMBERLEY 0115 9383327

SOCIAL SERVICES 0300 5008080

REGISTRAR OF BIRTHS & DEATHS 0300 5008080

POLICE 101

CHILDLINE 0800 1111

EASTWOOD VOLUNTEER BUREAU 01773 535255

BROXTOWE BOROUGH COUNCIL 0115 9177777

SAMARITANS 116 123

AGE UK 0115 8440011

SILVERLINE 0800 4708090

PARKINSONS UK 0808 8000303

ALZHEIMERS SOCIETY (DEMENTIA SUPPPORT) 0115 9343800

CRUSE BEREAVEMENT 01623 404554

RELATE 0115 9584278

RAPE CRISIS CENTRE 0115 9470064

ALCOHOLICS ANONYMOUS 0115 9417100

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WELCOME TO HAMA MEDICAL CENTRE

Hama Medical Centre is one of 10 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 including doctors, pharmacist, nurses, receptionists and administrative staff at Hama Medical Centre work together as a team to provide effective, efficient and holistic healthcare services 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 PRACTICE PHARMACIST Dawn Gajree BPharm Hons Clin Dip IP PRACTICE NURSING TEAM Val Chamberlain RGN Practice Nurse Ann Connolly RGN Practice Nurse Emma Dye RGN Practice Nurse Jo Stackhouse Trainee Nurse Associate The nursing team provides a comprehensive range of services including chronic disease management (looking after those patients with coronary heart disease,

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diabetes, asthma and chronic obstructive pulmonary disease) – child immunisation – travel advice and vaccinations – family planning and contraception services – cervical smear tests – blood pressure monitoring and pulse checks – ECGs – stitch removal – dressings and wound care – ear syringing – blood tests – adult health checks – assist the 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. Together they are responsible for the day-to-day administration of the practice. They will be able to answer any queries regarding our services.

ATTACHED STAFF MIDWIFE The midwife gives advice on all aspects of your pregnancy and visits mums and babies after the baby is born. Contacting a midwife early in pregnancy ensures you benefit from health advice and the full range of pregnancy screening tests available. Community Midwife Advice Line (Hucknall/Eastwood Teams): 0115 8832127/39. HEALTHY FAMILIES TEAM This service brings together care provided by the Specialist Public Health Practitioners (formerly known as Health Visitors and School Nurses). This team provides care for children aged 0 – 19 years. Parents and young people can refer themselves to the service by calling 0115 8835500. DISTRICT NURSING TEAM District nurses, who work closely with the practice, provide nursing care, advice and support to patients and carers within their own homes who are unable to attend the surgery.

PATIENTS WITH DISABILITIES

The medical centre is designed to allow access for wheelchairs into the consulting rooms, treatment room and toilets.

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SURGERY OPENING TIMES

Monday to Friday the surgery is open between 07:30 am to 06:45 pm

The surgery is 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 Hama 8:00 – 11:10 am - Tuesday Dr T M Hama 7:30 – 10:00 am - Dr Z Hama 7:30 - 10:30 am 4:00 – 5:50 pm 1:30 – 6:00 pm Wednesday Dr T M Hama 7:30 – 10:00 am 4:00 – 5:50 pm Dr Z Hama 8:00 – 11:10 am Thursday Dr T M Hama 7:30 – 10:00 am - Dr Z Hama - - 8:00 – 12:00 pm 3:30 – 6:00 pm Friday Dr T M Hama 7:30 – 10:00 am 4:00 – 5:50 pm Dr Z Hama - - 1:30 – 6:00 pm In addition to the above, there are slots available at the end of the surgeries for telephone triage.

* Extra evening and weekend appointments available in local area

You can now book routine GP and Nurse appointments in the evening, at weekends and over bank holidays in your local area. Pre-bookable appointments are available Monday – Friday, 6.30 pm – 8.00 pm, plus weekends and bank holidays, and you can be seen by a GP, Nurse or Healthcare Assistant. To book your appointment, contact the surgery during normal opening hours. Please be aware that the appointment may take place at another GP practice in the area.

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If you need urgent medical advice when the surgery is closed, you should continue to call NHS 111.

BOOKING DOCTOR APPOINTMENTS You can book an appointment to see the doctor by telephone, in person or online. Before you can begin 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 GP appointments by logging into the practice website: www.hamamedicalcentre.co.uk You will be able to manage your appointments quickly and easily wherever you are, 24 hours a day, 365 days a year.

FREE TEXT MESSAGING 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 receive 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. You may have to wait longer to see the nurse of your choice. If you cannot keep an appointment please inform us as early as possible so that it can be used for someone else.

CHILD HEALTH CLINIC

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 healthcare 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 10:30 am 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: 0115 9382101, 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.

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 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

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No appointment is needed; just drop in between 7:00 am and 9:00 pm 365 days a year. For more information please contact the Patient Experience Team for the NHS on 0115 8839570 or email ncccg.patientexperience@nhs.net Your local pharmacy can also offer you a range of services, including advice and medicines to relieve symptoms of minor ailments. Patients who are entitled to free prescriptions can get treatment for minor ailments for free using the Pharmacy First scheme. Please ask your local pharmacist for details.

DENTAL EMERGENCIES If you have a dental emergency there is a walk in service at the Integrated Dental Unit (IDU) located at Seaton House on London Road, Nottingham. This service is open Monday – Saturday. Please note we do not treat dental problems.

ENQUIRIES AND TEST RESULTS Telephone calls and enquiries at reception should be made after 2:00 pm 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 working hours. Please indicate on the request slip the pharmacy from which you wish to collect your medication. You may 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.

SELF TREATMENTOF MINOR ILLNESSES Please think twice if you have a minor ailment before contacting your GP. There are many simple home remedies that can be tried and which can be very effective. Your

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local pharmacist can provide help, advice and recommend over the counter medicines for most ailments.

MEDICAL CERTIFICATES It is not necessary for a doctor to issue a medical certificate for sickness absence of seven days or less. Patients should provide their employer with a self-certificate for such periods of absence. The certificate can be obtained directly from your employer.

CARERS – DO YOU CARE FOR 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. Receptionists Sue Fee and Zoe Fox are our Carers Champions. In addition, there is a Carers drop in on the last Tuesday of the month between 1:00 – 2:30 pm.

NEW PATIENT REGISTRATION

You can register as a patient of the practice provided that you are resident within the practice area. You can register in person at the surgery, or alternatively, you may complete the application form and health questionnaire online and submit it to us electronically for approval - you will however need to come into the surgery to sign the paperwork before you can be formally registered. Upon registering you will be invited to a new patient health check with a member of the nursing team which usually takes around 20 minutes. Please let staff know if you need to receive information in a format that you can understand, for example, large print, different language, braille, Makaton, electronically, text etc.

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.

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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.

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.

Ask you questions about why it is practical for you to attend this practice eg 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.

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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)

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 on record). Please do not put pressure on the receptionists to divulge such information.

ACCESS TO HEALTH RECORDS Under the Data Protection Act 1998 all patients can access their medical records. You will be required to complete the requisite request form – please ask the receptionist for further details.

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FREEDOM OF INFORMATION The Freedom of Information Act 2000 entitles anybody to ask a public authority for any recorded information they keep. All public authorities have a publication scheme, which lists the information which is required to be available. For further information please ask at reception for Hama Medical Centre publication scheme.

COMMENTS, COMPLAINTS AND SUGGESTIONS We value feedback from our patients. If you have any comments or suggestions about the service we provide, or any other aspects of the practice, please contact the practice manager. Alternatively, patients may wish to use the suggestion box which is situated in the waiting area or leave feedback by completing our Friends and Family Survey – the forms are available in the practice or via our website: www.hamamedicalcentre.co.uk We aim to provide our patients with a high standard of care delivered efficiently. If you are not happy about the service you have received please contact the practice manager. Complaints will be dealt with according to the practice complaints procedure. Our complaints procedure leaflet is available at reception.

From 1 April 2013 the way in which complaints are dealt with has changed. If your complaint relates to primary care (e.g. GP, Dentist etc) you will need to contact the Area Team of the National Commissioning Board which are contactable by phone on 0300 311 2233 or by email england.contactus@nhs.net

For complaints which relate to other aspects of healthcare please contact the Complaints Team as follows:

Contact the Patient Experience Team

Telephone: 0115 8839570

Email: ncccg.patientexperience@nhs.net

In writing: Patient Experience Team Greater Nottingham Clinical Commissioning Partnership Standard Court 1 Park Row Nottingham NG1 6GN

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RIGHTS AND RESPONSIBILITIES 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

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

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 such as school and work places. A list of our most common non NHS charges is available upon request.

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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 ……..

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PRACTICE AREA

Patients living within the boundary who move outside may be considered to remain with the practice if their care provision is best served by Hama Medical Centre.