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Welcome to our Practice

St James Medical Practice County Court Road,

King’s Lynn, Norfolk

PE30 5SY

www.stjamesmp.co.uk

Telephone: 01553 774221 Fax: 01553 692181

E-mail: stjames.mp@nhs.net

Practice Opening Hours:

Mon 7.30am - 7pm Tues – Fri 7.30am – 6.30pm

Appointments: Mon - Fri 8am – 5.30pm

Prescriptions: Mon - Fri 8am – 5.30pm

For urgent problems and emergencies that occur in the evening, at weekends and over bank holidays, please telephone 111. Calls to the

NHS 111 service are free from both landlines and mobiles.

We are part of West Norfolk Clinical Commissioning Group.

www.westnorfolkccg.nhs.uk Tel: 01553 666900

St James Medical Practice is a well-established town centre practice offering a

broad range of services in a welcoming accessible environment. Managed by efficient courteous staff, we aim to provide an excellent service and are committed to your primary care

needs.

For further information please visit our website:

www.stjamesmp.co.uk

Clinics & Services

The practice provides the following specialised clinics and services.

For further information please ask at reception.

Ante-natal

Anti-coagulation

Asthma

COPD

Diabetes

Dietician

Endoscopy

Family Planning

Minor surgery

NHS Health checks

Phlebotomy – blood test

Treatment room

Vaccinations

Women’s Health

The Team

Doctors: Dr Frank Tigchelaar Arts Examen Rotterdam 1988 MRCGP – Senior Partner

Dr Antonia Moussakou MA, MB, BChir, MRCGP Cambridge 1999 Dr Muhammad Asif MBBS BSc MRCP FRCGP Pakistan 1990 Dr Prabir Mitra MBBS MRCP (UK) MRCGP (UK) 2007 Dr D M Nelicia Wijeyawardene MBBS MRCGP Dr George Wells MBBS MRCGP Dr Arafat M Mansour MUDr, MRCGP

Dr Andrew Sherwood MB BS DRCOG DA MRCGP London 1976 Dr Megan Robertson Murray MBBS MRCGP Dr Mark Steggles MBBS Bsc

Management: Practice Manager – Kathy Foley

Operations Manager – Simon Temple

Patient Information How to register with us Simply complete the registration documents available from reception or download from our website, complete at home and bring into reception at your convenience. New Patients If you are newly registered at the practice and on regular medication please make an appointment with a G.P at least two weeks before your medicine runs out. Appointments Our GPs have requested our admin team to ask the reason why you are requesting an appointment as it is not always necessary for you to see a GP. Some requests and queries, such as repeat prescriptions, results, sick note can be dealt with by our admin or nursing team. Appointments can be made at the surgery, by telephone or online. Every endeavour will be made for you to see the doctor of your choice. Please make a separate appointment for each person seeing the doctor. If you are unable to keep your appointment, please tell us as soon as possible – someone else needs it! We do try to keep to time but unavoidable delays do happen and we ask you to be patient if you do have to wait. Routine appointments cannot be booked for the same day; we aim to offer these within 72 hours. Emergency Appointments are available on the day for patients who are acutely ill.

On Line Services For your convenience you are able to book routine GP appointments and blood tests online. If you are interested in using this service please see a member of our reception team who will supply you with a username, password along with details on how to access the system through our website. Appointment Reminder We now operate a SMS text alert reminder service for any booked appointment. If you wish to use this service please see a member of our reception team. If you are unable to attend for your appointment please let us know as soon as possible, someone else could be seen in your place. Text messages Our preferred method of contacting our patients is via secure text message which links directly to our clinical system. Therefore it is important that you keep us informed of any changes to your personal details, ie mobile phone number and address. This can be done either in person or using our online service. Chaperone All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend but on occasions a formal chaperone may be preferred. Patients are advised to ask for a chaperone at the time of booking an appointment if possible so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

Test Results Results of tests ordered by the doctor can be obtained after 9am Monday to Friday. Please be aware that only results actioned by the doctor can be given over the telephone. Test results will only be given to the patient. Home Visits Due to an increase patient numbers and demand, we are no longer able to provide a service which is over and above that which we are contracted to provide, ie providing home visits for patients who do meet the contractual requirements as set out by NHS England. Home visits are extremely time consuming, in the time taken to carry out one home visit, 3 -4 patients can be seen at the practice. Home Visits are strictly for patients who fall into the following categories:

Terminally ill

Housebound

Patients who are severely ill in bed

All requests for visits must be received by 10.30am. The following ARE NOT reasons for the practice to provide a home visit:

Transport issues for the patient – it is not the

responsibility of the practice to arrange transport, or to

provide a home visit because the patient has difficulty

arranging transport. In these circumstances patients should

seek transport help from relatives, friends or taxi firms. This

is non-clinical

Childcare issues for a patient – if a patient has difficulty

arranging for someone to care for their children whilst

attending appointments, the patients are welcome to bring

their children with them to the practice. This is non-clinical

Poor mobility – Whilst it is understood and recognised that

having poor mobility is inconvenient and unpleasant, GP

practices are designed with this in mind, having lift access

and disabled toilets . If patients are able to attend

appointments with other healthcare providers, e.g. The

Queen Elizabeth Hospital, opticians etc., they are expected

to attend the practice for their GP appointment.

An unwell child – It is in the best interest for the child to

attend the surgery where they can be properly assessed and

treated. The GP can make a more informed clinical

judgement when seeing the child in surgery.

Residents of Care homes – Care home residents are no

different to patients in their own homes. The need to visit

should be based upon clinical need, not the availability of

transport or staff to attend with the patient. It is the

responsibility of the care home to make transport available

for residents to enable them to travel to their medical and

non-medical appointments. Routine visits can be requested,

however these will be deferred until it is reasonably

practicable for the GP to attend.

Prescriptions Many local pharmacies will re-order and collect your prescriptions for you, enabling you to collect them at a time most convenient to you. Alternatively, you can use our online repeat prescription service, please ask a member of staff for further details or place a written request in the box provided at the prescription office. We do not accept telephone repeat prescription requests. Prescriptions will be ready for collection from the surgery 48 hours after receiving them (this does not include Saturdays and Sundays)

Non – NHS Services Fees are chargeable for services falling outside NHS regulations, such as private sick certificates, private referral forms, holiday cancellation forms, insurance reports, examinations, pre-employment, HGV, PSV etc. A list of fees is available to view on our website or alternatively at reception. Training Practice We are an approved training practice and often have doctors working with us who are training to be general practitioners. The doctors in training are fully qualified and may have several years’ experience in hospital. Medical students and student nurses may also spend a short time with us. Should you not wish a student to be present during your consultation please inform the receptionist or the doctor. Your decision will not influence the treatment you receive. Interpreting When you come and see us, we rely primarily on the information you provide to help us determine what may be the problem and to help us decide on the most appropriate treatment. Occasionally an examination or specialist tests may help but most importantly it is the description and the history of your problem that you provide that usually gives us the best clues to the diagnosis. Clarity of communication therefore is of paramount importance. There may be occasions or circumstances where we have difficulties in understanding what you may say. If you do not speak English fluently we can provide you with access to an interpreter who can help you get your story understood. Please let the receptionist know in advance when you telephone to book an appointment and we will arrange for an appropriate interpreter to join you in your consultation.

Practice Area Our practice area covers King's Lynn, North and South Wootton, Clenchwarton, West Winch, North Runcton, Middleton and Leziate.

Provided you live within this area you may register as a patient. Should you move out of the normal practice area, you can remain registered with us under the Out of Area Scheme. This means that you will be registered with us without home visits if it is clinically appropriate and practical in your individual case.

If you are not sure if the Practice covers the area where you live, please see the map below or ask a member of staff.

Patient Participation Group We have a well-established Patient Participation Group (PPG) who meet bi-monthly here at the practice and are always looking to recruit new members to ensure a patient population representative group. The PPG aims to act as the 'voice of patients', reflecting local views and opinions and thereby having a say in changes and decisions taken within the Practice. The practice can also use the PPG as a 'sounding board' for new ideas they may wish to try.

Do you have something to say?

But don't have the time to attend meetings

Do you have ideas on how to improve your local practice?

Join the "Virtual Patient Group"

Virtual Patient Group:

We realise that many patients are unable to attend the meetings due to pressure from work or family commitments but may want to have a say in what we do. We need and value the input from a wide range of patients especially the ones who are too busy to attend. Why not join our "virtual" community? We can keep in touch by email or telephone and you can play a very important role in our PPG.

As a member of the Virtual Patient Group we will email you asking for your opinion on a range of topics.

To join the Virtual Patient Group either: Complete a form available from reception or download a form from our website: www.stjamesmp.co.uk

Or contact the PPG Chairperson, Ian Gutteridge: Email: ian.gutteridge@talktalk.net

Practice Charter We aim to provide a high standard of personal medical care to all our patients at all times. We could not achieve this without the participation and support of our practice nurses, our reception and administrative staff. This charter sets out the standards that we undertake to achieve and also ways in which you can help us to help you. Our Commitment to You

You can expect to be greeted in a friendly, helpful and professional manner.

For routine appointments we hope to be able to offer you an appointment with a doctor within 72 hours. If that is not possible, we will offer you an appointment with another doctor or healthcare professional.

All home visit requests will be met the same day where medically necessary.

Every effort is made to make surgeries run on time, but you will appreciate that some consultations take much longer than others and it is not possible to predict in advance which these will be. If the delay is more than 20 minutes, the receptionist will offer an explanation.

You can be assured of complete confidentiality by all the staff members dealing with your medical records.

Referral letters to the hospital will be sent electronically within 5 working days of your appointment.

We will respect your need for dignity, privacy and your religious and cultural beliefs.

If you are disabled or have special needs please ask at reception who will be happy to assist you.

You can expect a full and prompt reply to any complaint you make about our services.

General Data Protection Regulation GDPR

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances. Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss. In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc. To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others. Under the new GDPR regulation patient requests for copy medical records are no longer chargeable. If you wish to request a copy of your medical records please obtain the Subject Access Request form which is available to download from our website or from reception.

Comments and Complaints We strive to offer the best service to all our patients. If you feel we have fallen short please feel free to discuss this with any staff member or complete a Complaints and Comments leaflet available in our reception.

Violent or Abusive Behaviour

This practice supports the government's Zero Tolerance Campaign towards physical or verbal abuse in line with other NHS practices. Our staff have the right to carry out their work without threat of violence or abuse.

Violent patients will be reported to the police and we will remove from our practice list any patient who is physically or verbally abusive or threatening towards any member of staff or other patients. We are committed to treating all our patients with respect; we ask only that our staff be treated with the same respect. Access to Medical Records

Patients have right of access to their medical record. For details of how to do this please refer to the GDPR section of this booklet. Data Protection Act

The Practice is registered under the Data Protection Act. Freedom of Information – Publication Scheme The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available. Please visit our website for more information:

What to do for:

Life threatening emergency:

Chest pain, possible stroke, breathing difficulties, serious illness or injury

DON’T WAIT – CALL 999 – YOU NEED A & E

Persistent pain, other urgent problems

During opening hours – Call the practice 01553 774221

Out of hours – Call 111

Your pharmacy may be able to help with:

mild skin conditions, such as acne, eczema, psoriasis, impetigo, athlete's

foot

coughs and colds, including blocked nose (nasal congestion), and sore

throats

bruises, sunburn, and minor burns and scalds

constipation and piles (haemorrhoids)

hay fever, dry eyes and allergies (including rashes, bites and stings)

aches and pains, including earache, headache, migraine, back pain and

toothache

vomiting, heartburn, indigestion, diarrhoea and threadworms

period pain, thrush and cystitis

head lice (nits)

conjunctivitis, cold sores and mouth ulcers

warts and verrucas

nappy rash and teething

Useful names & telephone numbers

www.stjamesmp.co.uk

The Practice is registered with the Care Quality Commission. www.cqc.org.uk