Last Updated: 18.04.19

Patient Handbook

Visit our website; https://www.chippingnortonhealthcentre.nhs.uk/

Our Patient Participation Group has a Facebook page: https://www.facebook.com/CNHCPPG/

Useful websites:

https://www.nhs.uk/pages/home.aspx

https://patient.emisaccess.co.uk/account/login

Contents

Our Team

Doctors in Surgery

Our Care Navigators

Our Multi-disciplinary team

We are a training practice

Useful information

Home visits

Ordering prescriptions

Emergency Walk-in Clinic

Health clinics

Change of details

Appointments

Confidentiality

Privacy Notice

Safety and security

Leaflets available

Help us to improve

Patient Online: Records access

Patient Participation Group

Chipping Norton Pharmacy

What conditions can the Pharmacist treat?

Villager Bus information and timetable

Chipping Norton First Aid Unit

Our Team

Business Manager

Chris Bean

GP Partners

Dr Jane Pargeter – MB BS (London 1986), MRCGP, DCH, DGM Dr Caroline Keenan – BMedSci (Hons), BMBS, 1985 (Nottm), DRCOG, MRCGP Dr Neil Fisher – MB BS (London 2003), DRCOG, DFFP, MRCGP, Msc, DLSHTM, PGCertMedEd

Dr Isabel Welch – BSc (Hons), BM, MRCGP, DFSRH Dr Wendy Hall – MBChB (Leicester 1992), MRCGP, DCH, DROG Dr Jonathan Whittle – MB BS (London 2006), MRCGP, DFSRH, PGCertMedEd, Dip Occ Med Dr Caitlin Chasser – MBChB, MRCGP, MRCP, PGdipMedEd, DFSRH

Salaried GP’s

Dr Becky Eyles – MBChB, MRCGP, DFFP Dr Billie Gaydon - MB BS ( London 1987) Dr Felicity Lewis – BSc MBBS (London 2001), MRCP, MRCGP, DFFP Dr Rebecca Atterby - MBChB, MRCGP, DFSRH Dr Bethan Willis - MBChB (Liverpool 2007), DCH, MRCGP Dr Jo Sewell –

Our Team

Emergency Care Practitioner

Rich Atherton (Nursing team Manager)

Health Care Assistants

Chris Clifton

Anita Reichert Lisa Hyde

Claire Sykes

Patient Services & Care Navigation

Team Manager

Kristina Chodyniecki

Care Navigation Team

Janette Keeling (Deputy Manager) Pauline Mason Judy Kinchella

Jane Ward Yvonne Perrott

Suzanne Scarsbrook Penny Harvey Katie Houlton

Lisa Mayne Rachel Pyrah

Daisy Stannard

Nemone Young

Nurse Associate

Annette Pinfold

Practice Nurses

Jenny Gregory Shani Napier Kylie Unwin

Nikki Woodward Alison Butler

Dispensary Team

Gemma Weight (Manager) Trudie King (Supervisor)

Sandra Trevelyan (Dispenser)

1st Floor Care Navigator

Sorcha O’Flynn

Reception Services Manager

Avis Akers

Our Team

Clinical Pharmacist

Luis Fernandez-Orgado

Sandra Wiles

Mental Health Nurses

Louise Neville Carmel O’Malley

Administration Team

Jani Parsons - Administration Manager Lisa Ireson–Abbott - Private Rooms Manager

Rob Lowther - Building Support Priya Devi – IT Manager

Hilary Gayer – Administrator Jan Davidson - Administrator

Finance Team Nicky Barnard - Finance Manager

Louise Townsend - Finance Assistant

Secretarial Team Tina Dunn

Sorcha O’Flynn

Quality Team

Janet Cooper (Manager) Tara Smith

Our Care Navigators

Our Care navigation Team (formally known as our reception team) has undertaken specific training led by our allied professionals to enable them to signpost you towards the most suitable clinician from our Multidisciplinary Team to treat you. In order for them to do this they will need to ask you some questions. Your answers to these questions will enable them to direct you to:-

THE MOST APPROPRIATE APPOINTMENT, FIRST TIME

Our Multidisciplinary Team

At Chipping Norton Health Centre we have built a Multidisciplinary Team which includes allied professionals that you might not usually find within general practice.

As well as our GP, Practice Nurse and Health Care Assistant appointments we can also offer appointments with:

A Clinical Pharmacist

Mental Health Nurses

Physio first triage service (provided by Chipping Norton Physio)

Advanced Nurse Practitioners (who can treat minor illness and injuries and prescribe medication)

Chipping Norton Opticians are based at the Health Centre and are contracted by the CCG to carry out a Minor eye conditions service for our patients and those registered with other surrounding surgeries.

We are a training practice

We are an approved training practice for the training of General Practice Registrars. Being an approved training practice means that patients can directly contribute to the training of future GP’s. All our trainees are qualified doctors who have already worked in hospitals as

junior doctors for at least 3 years and have now decided they would like to specialise in general practice. For more information please visit www.northoxontraining.co.uk.

Useful Information

Opening Times:

Monday to Friday 08.00 – 18.30

Our doors open at 8.00

Our telephone lines open at 08.30

If you are calling us for test results it is best to call after 11.00.

If you wish to cancel an appointment please do this with as much

notice as possible so the appointment may be made available to

another patient.

To speak with one of our secretaries please call between 15.30 and

16.30.

Emergency Walk-in Clinic:

This runs daily from 08.30 to 10.30.

No need to book, just come to the Health Centre and your name will

be added to the walk in list.

Patients are prioritised in order of clinical urgency.

We offer late evening appointments until 20.00, every Thursday and

every other Wednesday.

For all OUT OF HOURS emergencies please call 111

Appointments

We have more than 15,500 patients registered and recognise that sometimes getting an appointment may not be easy. We ask that you trust our Care Navigation Team to offer you the most appropriate appointment for your condition. Every member of our team has your best interests at heart.

Home Visits

Home Visits are provided for those too unwell to travel, and for the permanently housebound. It is always better to be seen in the Health Centre as the clinician treating you will have access to all the resources needed to deal with your consultation to hand. All requests for home visits are assessed by the duty doctor, who may call you at home if more information is required. If you are requesting a home visit please telephone as early in the day as you can with full details of your illness. This will give the clinician time to visit and process any further steps that may be needed as a result of an examination, for instance if a hospital admission is required. In some cases the duty doctor may pass home visits to the Visiting Service. The Visiting Service will dispatch an experienced paramedic to assess you. They will then share their assessment with your GP. Home visits do consume a lot of the doctor’s time. Please do not ask for a home visit if you are able to travel to the Health Centre.

If you have requested a home visit and your condition changes, please call the health centre again or 999 in an emergency.

Ordering Prescriptions

You can order your repeat prescriptions securely on-line through Patient Online Access.

You will find more information about patient online access later in this booklet or please go

to www.chippingnortohealthcentre.nhs.uk

You can request repeat prescriptions from our dispensary by calling 01608 642742 - select

option 2 then option 1 to leave a voicemail with your request.

Receiving text messages

You will automatically be opted in to our text messaging service. This will include

appointment ‘reminders’ and ‘notifications’ and will allow our team to contact you by text

should we need to when we have not be able to reach you by telephone. If you would not

like to receive text messages, please speak to our Care Navigation team about this.

Your doctor or nurse can now send text messages to you directly using a system called

AccuRx chain SMS. If you ask one of our Care Navigators for a form, you can consent to

receive texts containing more detail, like test results, follow up advice or web links to health

advice.

Emergency Walk-In Clinic

Are these appointments just for medically urgent problems? Yes. These are shorter appointments designed to deal with an urgent problem. If you have longstanding medical complaints or a more complex problem it would be better to book a routine appointment with your usual doctor. Please see or speak with one of our Care Navigators at reception. Can I request to see a particular doctor? No. These appointments are for urgent problems. If you would like to book an appointment with a particular doctor please book a routine appointment. For chronic problems we encourage you to see the same doctor each time. A doctor who knows you and your medical history will be able to offer you the best care. What if I want a booked time for my appointment? It will be better for you to book a routine appointment. While a clinician will try to see you as soon as possible, you may have to wait if we are experiencing an extreme emergency or if the clinic is particularly busy. What happens if I cannot make it to the doctor before 10.30am? If you cannot attend before 10.30am but your problem is an emergency for that day, please call reception. We will get the duty doctor to call you back to assess your problem.

How it works 1. Book in at reception. You may be asked to write down your reason for attendance so the Care Navigator can add this to your appointment notes.

2. A health care assistant may call you in to take your blood pressure or other measurements while you wait.

3. One of the clinical team will call you through as soon as they are available. We have several doctors and clinical practitioners on hand to see patients every morning so hopefully you won’t be waiting long.

Chipping Norton Opticians are available to treat Minor eye conditions during this clinic.

Health Clinics

Our Nursing team carry out health checks for certain chronic diseases. If you suffer with a condition such as Diabetes, Asthma, COPD, Hypertension, Heart Failure or have had a Stroke or TIA in the past, you will receive a ‘birthday recall’ for review. This means we will remind you on your birthday month that you are due an annual review for your condition. Our Care Navigators will advise you of the appointments you need to make.

We also offer; NHS health checks For patients aged 40-74 who are not on a chronic disease register. Family planning and advice Coil and implant fitting, oral contraceptives and contraceptive injections.

Leg Ulcer Clinic Once a week we hold a dedicated leg ulcer clinic where patients with leg ulcers may have their legs washed and the ulcers encouraged to heal with the different types of dressings available and recommended by the Oxfordshire Tissue Viability team. Drug and Alcohol support Dr Whittle holds a joint addictions clinic once a week with an addictions specialist from Turning Point. Our nurses also hold child immunisation clinics twice weekly and carry out cervical smear tests.

Change of Details

If you change your address or telephone number please notify us as soon as you can. Please refer to our website for guidance regarding registration if you live at or move to an address outside of our practice boundary. The postcode areas’ that are within Chipping Norton Health Centre’s practice boundary are as follows:

OX7 OX15 – Wigginton and Hook Norton ONLY GL56 – Adelstrop, Barton on Heath, Chastleton, Daylesford, Kitebrook, Little Compton, Lower Oddington, Upper Oddington, Oddington ONLY CV36 – Ascott, Long Compton and Whichford ONLY

Confidentiality

Everyone has the right to privacy and confidentiality. Our staff do need to access patient information at various levels in order to carry out their duties. They all receive training aimed at ensuring confidentiality is maintained throughout the Health Centre at all times. Should the occasion arise that you wish to speak to a Care Navigator in private, please ask and we will do our utmost to accommodate your request. You can also ask for a confidentiality slip if you would prefer to write information down to hand to one of the Care Navigation team. In line with the above, we are unable to disclose any information regarding a patient, unless they are deemed a minor, to anyone other than the patient themselves, unless written consent is given that this disclosure can be made. You can ask at reception for a consent form if you wish for someone else to speak on your behalf regarding your clinical care.

Privacy Notice

We collect and hold data about you for the purpose of providing safe and effective healthcare

Your information may be shared with our partner organisations to audit services and help provide you with better care

Information sharing is subject to strict agreements on how it is used

We will only share your information outside of our partner organisations with your consent*

If you are happy with how we use your information you do not need to do anything

If you do not want your information to be used for any purpose beyond providing your care please let us know so we can code your record appropriately

You can object to sharing information with other health care providers but if this limits your treatment options we will tell you

Our guiding principle is that we are holding your information in the strictest confidence

For more information about who are our partner organisations and how your data is used please see the privacy notice on our website or ask at reception. Please visit our website to view our full privacy notice. You will find it in the ‘Practice Information’ section. If at any time you wish to change your preferences regarding how we contact you, please visit our website and complete a ‘Contact the practice’ form.

Safety and security

We operate CCTV in the building for your safety and for security management.

Phone calls to and from the Health Centre may be recorded for security

purposes.

Leaflets Available

We have a selection of Health Centre Leaflets available for your information

including;

Complaints procedure

Working together to provide first class care

(Our Multidisciplinary Team)

Primary Care Mental Health Nurse

Non-general medical services

(Fees for non NHS work)

Let your GP know you are a carer

Chipping Norton Pharmacy

Please ask at reception if you cannot find these displayed in the waiting room or you can visit our website.

Patient Online: Records Access

Key information

If you wish to, you can now use the internet to view test results, request repeat prescriptions for any

medications you take regularly and look at your medical record online. You can also still use the

telephone or call in to the Health Centre for any of these services as well. It’s your choice.

The ability to see your record online might help you to manage your medical conditions. It also

means that you can access it from anywhere in the world should you require medical treatment on

holiday. If you decide not to join or wish to withdraw, this is your choice and practice staff will

continue to treat you in the same way as before. In general this decision will not affect the quality of

your care.

You will be given login details, so you will need to think of a password which is unique to you. This

will ensure that only you are able to access your record – unless you choose to share your details

with a family member or carer.

It will be your responsibility to keep your login details and password safe and secure. If you know or

suspect that your record has been accessed by someone that you have not agreed should see it,

then you should change your password immediately.

If you can’t do this for some reason, we recommend that you contact the practice so that they can

remove online access until you are able to reset your password.

If you print out any information from your record, it is also your responsibility to keep this secure.

If you are at all worried about keeping printed copies safe, we recommend that you do not make

copies at all.

It’s your choice Things to consider when applying for patient access

Forgotten history - There may be something you have forgotten about in your record that you

might find upsetting.

Abnormal results or bad news - If your GP has given you access to test results or letters, you may

see something that you find upsetting to you. This may occur before you have spoken to your doctor

or while the surgery is closed and you cannot contact them.

Choosing to share your information with someone - It’s up to you whether or not you share

your information with others– perhaps family members or carers. It’s your choice, but also your

responsibility to keep the information safe and secure.

Coercion - If you think you may be pressured into revealing details from your patient record to

someone else against your will, it is best that you do not register for access at this time.

Misunderstood information - Your medical record is designed to be used by clinical professionals

to ensure that you receive the best possible care. Some of the information within your medical

record may be highly technical, written by specialists and not easily understood. If you require

further clarification, please contact the surgery for a clearer explanation.

Information about someone else - If you spot something in the record that is not about you or if

you notice any other errors, please log out of the system immediately and contact the practice as

soon as possible.

Patient Participation Group

We have a Patient Participation Group (PPG), which represents the interests of registered patients and provides a means of communicating with their health care provider.

The Patient Participation Group at the Health Centre has the following aims;

To promote the highest possible standard of primary healthcare for patients living in Chipping Norton.

To work collaboratively to improve services and facilities. To support the Health Centre in understanding patient concerns and

developing solutions.

All patients over the age of 16 are eligible to join the Patient Participation Group.

If you would like to learn more about the PPG you can email them directly at cnhc.ppg@nhs.net.

Our Current PPG members are as follows;

Moira Packer (Chair), Peter Branson (secretary), Chris Knowles, Sue Chapman, Jan Cottle, Betty Griffiths, Nick Parker, Sue Butterworth and Stephanie Harrison.

You can view the minutes to previous meetings on our website. You will also find there copies of previous Newsletters which are a collaboration between the PPG and the Health Centre. The PPG have a Facebook page https://www.facebook.com/CNHCPPG/

Chipping Norton Pharmacy

We have an onsite pharmacy that can fulfil your prescription requests.

Opening hours: Monday 7am - 10pm Tuesday 7am - 11pm Wednesday 7am - 11pm Thursday 7am - 11pm Friday 7am - 11pm Saturday 7am - 10pm Sunday 10.30am - 4.30pm Tel: 01608 648002 We are a healthy living pharmacy and our services include; Repeat dispensing, unwanted medication service, health advice and self-care, medication use reviews, new medication service, medication sales, holiday healthcare and emergency supplies. You can order your repeats prescriptions by;

Leaving a voicemail on our answerphone system: dial 01608 642742 press option 2 for Pharmacy.

Leaving your prescription order form at the dispensary in our post box.

If you have a query about your medication dial 01608 642742 and select option 3. Or you can use patient online access, please ask at reception for more information regarding this. We offer a FREE medicines delivery service. Please visit our website for more information https://www.chippingnortonpharmacy.co.uk/deliveries

Visit your local pharmacy with conditions such as;

Mild skin conditions, such as acne, eczema, psoriasis and

athletes foot

Coughs and colds, including blocked nose (nasal congestion)

and sore throats

Bruises, sunburn, and minor burns and scalds

Constipation and piles (haemorrhoids)

Hayfever, dry eyes and allergies (including rashes, bites and

stings)

Aches and pains including ear discomfort (not earache),

headache, migraine, back pain and toothache

Vomiting, heartburn, indigestion, diarrhoea and threadworms

Period pain, thrush and cystitis

Head lice (nits)

Conjunctivitis, cold sores, mouth ulcers and gum disease

Warts and verruca’s

Nappy rash and teething

Visiting your pharmacy about common health problems, will free

up time for GPs and A&E departments, which are already stretched,

especially during the winter months.

VOLUNTEER DRIVERS! If you have D1 on your licence you could be one of our valued drivers! Can you spare a few

hours? Please email:

Dave Watts at davidwobblywatts@gmail.com

V3 Villager Bus - Chipping Norton

"Good Neighbour" Shuttle

Thanks to the generosity of Chipping Norton Rotary and other sponsors we have a Villager Bus serving the Health Centre.

Timetable

Last updated May 2018

9am to 5pm Mon-Fri, £1 adults, 50p children, all passes accepted

Buses leave Health Centre at five minutes past the hour. Aldi stop is at top of new path at Hospital, not Aldi car park.

At 9:32 & 10:32, buses wait at West St for Witney & Charlbury X9.

15:00 bus does not stop at Chipping Norton School.

The bus picks up at official bus stops or anywhere else along the route as long as it's safe, just wave it down. Drop-offs can also at bus stops, safe places or just off the route - ask your driver.

Chipping Norton First Aid Unit

Chipping Norton First Aid Unit, Chipping Norton War Memorial Community

Hospital, Out-Patient Unit, Russell Way, Chipping Norton, OX7 5FA.

Opening Times Monday - Friday (excluding Bank Holidays) from 5.00pm - 9.00pm. Weekends and Bank Holidays from 10.00am - 9.00pm. You do not need to make an appointment the FAU is a drop-in service. What injuries are treated by FAU? Staffed by an emergency care practitioner FAU treats the following types of injuries:

Simple injuries that cannot be treated/managed with a home first aid kit

Cleaning and simple stitching of wounds Insect bites and stings Minor burns and scalds (not involving the face, neck, feet,

hands and genital area) A foreign body in the eye Bumps to the head where there has been no loss of

consciousness Bruises Sprains (If the emergency care practitioner thinks that you have

broken a bone you will be referred onto a minor injuries unit or an A&E department)

Your notes….

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Help us to improve

If you have any feedback for the Health Centre you can ask at

reception for a feedback form to complete. If you have a complaint,

please email us at cnhc.reception@nhs.net or ask at reception for a

complaints procedure form.

Thank you