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Contact Information
Pa�ord House Surgery Su�on Benger Surgery
8A Pa�ord Street Chestnut Road
Calne Su�on Benger
SN11 0EF SN15 4RP
Tel: 01249 815407 Tel: 01249 720244
Fax: 01249 823929 Fax: 01249 721165
For more informa)on about the surgeries, including informa)on
about registering with us, please visit our website at:
www.pa�ordhousepartnership.co.uk
Email: wccg.pa�[email protected] Email: wccg.su�[email protected]
Get Involved!
Find us on Facebook:
@Pa�ordHousePartnership
Tweet us at:
@Pa�ordHouse
Patient Information Booklet
Caring for patients in
Calne, Lyneham, Sutton
Benger and the surrounding
areas
Pa�ord House Surgery
Su�on Benger Surgery
2
27
26
Opening Hours
Monday 08:30 - 18:00*
Tuesday 08:30 - 18:00
Wednesday 08:30 - 18:00*
Thursday 08:30 - 18:00*
Friday 08:30 - 18:00
Weekend Closed
Morning A&ernoon
Monday 08:45 - 12:45 14:00 - 18:30*
Tuesday 08:45 - 12:45 Closed
Wednesday 08:45 - 12:45 15.30 - 18:30
Thursday 08:45 - 12:45 14:00 - 18:30
Friday 08:45 - 12:45 14:00 - 18:30
Weekend Closed Closed
Pa�ord House
* Late Monday evening surgeries (18:30-19:30) and early
Wednesday and Thursday morning surgeries (07:10-08:00) for pre
-booked appointments only.
Su�on Benger
* Late surgery appointments on Monday evenings (18:30-19:30)
for pre-booked appointments only
3
Contents
Contents 3
Who We Are 4
Our Statement of Purpose 5
Doctors 6
Nurses 7
Health Care Assistants 8
Clinics and Services 9
Complementary Therapies 10
Registra)on 11
Prescrip)ons 12
Appointments 13—15
Emergencies 16
General Informa)on 17—22
Local Numbers 23
Helplines and Organisa)on Numbers 24—25
Opening Hours 26
Contact Informa)on 28
4
Welcome to Pa�ord House Partnership
Our Prac)ce Manager
Helen Strevens manages both Pa�ord
and Su�on Benger Surgeries. The
Prac)ce Manager is involved in managing
all of the business aspects of the prac)ce
such as making sure that the right
systems are in place to provide a high
quality of pa)ent care, human resources,
finance, pa)ent safety, premises and
equipment and informa)on technology.
The prac)ce manager supports the GPs and other medical
professionals with delivering pa)ent services and also helps to
develop extended services to enhance pa)ent care.
Who We Are
We care for over 8800 pa)ents in Calne, Su�on Benger and
the surrounding areas. This booklet is designed to help you get
the best from your prac)ce and all the services it offers.
Deputy Prac)ce Manager
Anna Rushowski
Please read our latest CQC report
by typing in the URL below, or
searching for Pa�ord House
Partnership on the CQC website.
h�p://www.cqc.org.uk/sites/
default/files/new_reports/
AAAF2047.pdf
25
Useful Organisa<ons and Helplines MENCAP 0808 808 1111 www.mencap.org.uk
Narco)cs Anonymous 0300 999 1212 www.ukna.org
Na)onal Blood Services 0300 123 2323 www.blood.co.uk
Na)onal Dental Helpline 01788 539 780 www.na)onals milemonth.org/
dental-helpline/
Na)onal Childbirth Trust 0300 330 0700 www.nct.org.uk
Na)onal Stroke Associa)on - www.stroke.org
NHS Prescrip)on Pricing 0300 330 1349/ www.nhsbsa.nhs.uk/
Authority 0191 879 0568 Prescrip)onServices
NHS Smokefree 0300 123 1014 www.quitnow.smokefree.
nhs.uk
NSPCC 0808 800 500 www.nspcc.org.uk
Organ Donor Live 0300 123 23 23 www.organdona)on.nhs.uk
Pa)ent Advice and 01249 468261 Email: [email protected]
Liaison Service (PALS)
Pregnancy Advisory 0845 359 6666 www.smpclinic.co.uk
Service
Relate 0300 100 1234 www.relate.org.uk
Ac)on on Sight Loss (RNIB) 0303 123 9999 www.rnib.org.uk
Ac)on on Hearing Loss 0808 808 0123 www.ac)ononhearingloss.org.
(RNID)
Samaritans 116 123 www.samaritans.org
Talk to Frank (Drug helpline) 0300 123 6600 www.talktofrank.com
Wiltshire Council 01225 713000 www.wiltshire.gov.uk
24
Useful Organisa<ons and Helplines
Age UK 01793 687 018 ww.ageuk.org.uk
Alcoholics Anonymous 0800 9177 650 www.alcholics anonymous.org.uk
Al-Anon 020 7403 0888 www.al-anonuk.org.uk
Asthma UK 0300 222 5800 www.astha.org.uk
Asylum Aid 020 7354 9264 www.asylumaid.org.uk
Breast Cancer Care 080 800 6000 www.breastcancercare.org.uk
Bri)sh Dyslexia Associa)on 0333 405 4567 www.bsasylexia.org.uk
Bri)sh Heart Founda)on 020 7554 0000 www.bhf.org.uk
Bri)sh Medical 020 7713 9437 www.medical-acupuncture.co.uk
Acupuncture Society
Childcare Link 0800 234 6346 www.childcare.co.uk
Childline 0800 1111 www.childline.org.uk
Ci)zen’s Advice Bureau 0344 111 444 www.ci)zensadvice.org
Cruse Bereavement Care 0844 477 9400 www.cruse.org.uk
Domes)c Violence Help 0808 2000 847 www.na)onaldomes)c
violencehelpline.org
Epilepsy Helpline 0808 800 5050 www.epielpsy.org.uk
Fit for Travel - www.fi�ortravel.scot.nhs.uk
Gamblers Anonymous 0808 802 0133 www.gamblersanonymous.
org.uk
Gingerbread Advice Link 0808 802 0925 www.gingerbread.org.uk
Macmillan Cancer Care 0808 808 0000 www.macmillian.org
MIND 020 8519 2122 www.mind.org.uk
5
Under the Health and Social Care Act 2008 (The Care Quality
Commission (Registra)on) Regula)ons 2009 Part 4), the registering body
(Pa�ord House Partnership) is required to provide to the Care Quality
Commission a statement of purpose.
Our Aims and Objec<ves:
◊ Provide a high standard of Medical Care
◊ Be commi�ed to our pa)ents needs
◊ Act with integrity and complete confiden)ality
◊ Be courteous, approachable, friendly and accommoda)ng
◊ Ensure safe and effec)ve services and environment
◊ To develop our mo)vated and skilled Clinical and Non-Clinical Teams
◊ Maintain high quality of care through con)nuous learning and training
◊ To guide our employees in accordance with diversity and equality
◊ Ensure effec)ve and robust informa)on and clinical governance systems
◊ Treat all pa)ents and staff with dignity, respect and honesty
⇒ Our purpose is to provide pa)ents registered with the prac)ce a
high quality, flexible and personalised system of care. We aim to
con)nually improve the health and quality of life for all our
pa)ents. We will achieve this by delivering a responsive service
that meets people’s needs and expecta)ons, whilst incorpora)ng
the latest good prac)ce and advances in disease management.
⇒ We aim to provide our staff with a suppor)ve working
environment where they feel valued and are part of a team.
Our Statement of Purpose
6
Our Clinical Team
Dr Paul Harris (Senior Partner)
Leeds University (1983) MB ChB DRCOG Dip Occ Med
Specialist interests include: Pulmonology (Chest Disease),
Sports Medicine, Occupa)onal Medicine (Health in the
workplace) and Orthopaedics (Musculoskeletal Disorders).
Dr David Bowen (Partner)
University of Cape Town (1986) MB ChB
Specialist interest include: Diabetes, Dermatology (Skin
Disease) and Joint Injec)ons.
Dr Corinne Else (Salaried GP)
University of Wales (1987) MB BCh, MRCGP, DA, DFSRH
Specialist interests include: Women’s Health, Family
Planning, Children’s Health and Travel Health.
Dr Mar<n Searle (Salaried GP)
Cambridge University / Kings College Hospital Medical
School (1982) MA, MB, BCir, MRCGP, DRCOG, DCH
Specialist interests include: Joint Injec)ons and GP
Training.
Dr Kathryn Hughes (GP Registrar)
University of Liverpool (2012) MB ChB
Special interests include: Women's Health/
Contracep)on, Respiratory and Pallia)ve Care.
Doctors
23
Useful Local Phone Numbers
1. Out of Hours 111
2. Emergency Dentist 0300 111 5717
3. Chippenham Minor Injuries Unit 01249 447100
4. Chippenham Birthing Centre 01249 456434
5. The Great Western Hospital, Swindon 01793 604020
6. Royal United Hospital, Bath 01225 428331
7. Bath Clinic (Private), Bath 01225 835555
8. Ridgeway Hospital (Private), Swindon 01793 814848
9. Boots, Calne 01249 813616
10. Lloyds, Calne 01249 822923
11. Northlands, Calne 01249 812889
12. Well, Calne 01249 822573
13. Boots, Chippenham 01249 652087
14. Lloyds (Midfield Rd - Chippenham) 01249 449142
15. Lloyds (St Lukes Dr - Chippenham) 01249 446715
16. Morrisons, Chippenham 01249 656992
17. Sainsburys, Chippenham 01249 444781
18. Well, Pewsham 01249 660323
19. Calne Health Centre 01249 812821
20. Carers in Wiltshire 01249 444110
www.carersinwiltshire.co.uk
21. Calne Link Transport Service 01249 816611
22. Patient Advice and Liaison Service (PALS) 0300 123 2103
23. NHS Wiltshire CCG (Formerly Wiltshire PCT) 01380 728899
(Southgate House, Pans Lane, Devizes, SN10 5EQ) Email—[email protected]
24. NHS England 0113 8251500
(PO Box 16738, Redditch, B97 9PT) Fax – 01249 463058
22
General Informa<on
Training
All members of our staff, both at Patford House
and Sutton Benger Surgery have continuing
training updates on fire safety, basic life support,
safeguarding and dementia.
Zero Tolerance
We operate a Zero Tolerance Policy for
abusive and aggressive behaviour within the
surgery. If any patient shows abusive or
aggressive behaviour, both physically or
verbally to any member of staff or other
patients / individuals, then we retain the
right to remove the offender from the surgery list forthwith.
Swindon Walk in Centre
The Swindon NHS Walk-In Centre is a nurse-led service and is
located in Carfax Street in the middle of the town centre. The
centre is open 365 days a year.
Opening Times:
Monday—Friday: 07:00AM— 08:00PM
Weekends and bank holidays: 08:00AM—08:00PM
Contact Details: 01793 541655
7
Sue White
Sue is our Senior Nurse and Team Manager at
Pa�ord House and Su�on Benger Surgeries. Sue is
responsible for the management of our pa)ents
with chronic condi)ons such as diabetes and heart
disease and works closely with the doctors in these
areas. Alongside this, Sue provides: wound care, cervical cytology,
contracep)on advice, female health and general health promo)on.
Lisa Gray
Lisa is responsible for the management of the
following services at Pa�ord House and Su�on
Benger Surgeries: Childhood immunisa)ons, ear
care, wound care, leg ulcers, travel health and
advice, cervical cytology, contracep)on advice,
smoking cessa)on and health promo)on.
Mandy Wa�s
Mandy is our acute illness nurse at Pa�ord House and
also a prac)ce nurse looking aRer day to day needs of
our pa)ents. Mandy is responsible for looking aRer
our pa)ents carers, providing them with support and
advice.
Kathy Lenehan
Kathy is our Emergency Nurse Prac))oner
responsible for dealing with on the day requests,
acute illness, asthma and COPD management.
Our Clinical Team
Nurses
8
Health Care Assistants
Lesley Woodhams
Lesley assists in taking a range of blood tests,
spirometry (a test used to help diagnose and
monitor certain lung condi)ons by measuring
how much air you can breathe out in one
forced breath), ear syringing, removing
sutures/clips, B12 injec)ons, 24 hours ECGs
and 24 hour blood pressures. Lesley assists the nurses with
dressings, wound care and our annual flu clinics. Lesley is the
lead of the in-house INR tes)ng service that we provide, and
also the NHS health checks.
Amy Chalk
Amy assists in taking a range of blood tests, in-
house INR tes)ng, blood pressures, 24 hour
ECGs and NHS health checks. Amy also
administers B12 injec)ons and assists with the
annual flu clinics.
Emma Matano
Emma is the newest member of the clinical
team and is responsible for taking blood tests,
ECG’s, blood pressures and performing NHS
health checks.
Our Clinical Team
21
General Informa<on
Patient Participation Group (PPG)
The PPG is a group of pa)ents that voluntarily
meet over the course of the year to discuss
different elements of the prac)ce. The PPG represent the pa)ents
at Pa�ord House Partnership and bring forward any sugges)ons,
view points and concerns that our pa)ents may have. The PPG
allows there to be a strong link between patients and the practice,
ensuring that patients’ voices are heard.
If you are interested in getting involved, please visit our website to
download our ‘pa)ent sign up form’. You can complete and submit
this online, or print it out and return it to the surgery. Alternatively,
you can contact Helen Strevens, the Practice Manager on
Complaints
If you would like to make a complaint about the surgery, then
please speak to the prac)ce manager. On receipt of a wri�en
complaint an acknowledgement will be sent within 3 working days.
If the complaint isn’t met to your sa)sfac)on, you can write a
formal le�er to the prac)ce manager, who will endeavour to
respond within 10 days. If you s)ll feel your complaint hasn’t been
dealt with appropriately, then you can extend your concerns to the
Parliamentary Ombudsman.
The Pa)ent Advice and Liaison Service (PALS) are also available to
advise and support pa)ents, their families and carers. They provide
informa)on on NHS services and listen to your sugges)ons, as well
as answering any queries you may have about the care we provide.
20
General Informa<on
Summary Care Record
At a )me of emergency, it is important that clinicians can
securely access you recent medical history in order to
understand the best way to help you. For example, if you are
seen by an out of hours doctor or in A&E.
If you would not like your informa)on to be shared with other
NHS organisa)ons, please complete a form which can be
obtained in recep)on.
All individuals with access to your data have a duty of
confiden<ality. If you are concerned about how your
confiden<al data is being used, further informa<on can be
obtained from the prac<ce manager.
If you have any concerns regarding this, please contact
9
Clinics and Services
Pa�ord House Partnership run a range of clinics. Please speak to
recep)on for more informa)on if desired.
Clinics
• Long term health condi)ons
• Acute Illness
• Childhood immunisa)ons
• Health promo)on
• Travel health and advice
• Ear care
• Wound care
• Cervical cytology
• Carers’ clinics
• Blood tests
• Flu clinics
• 24 hour blood pressures
• ECGs (Electrocardiogram)
Travel Services
• We offer a full range of travel services at Pa�ord House and
Su�on Benger Surgeries. We are an approved yellow fever
centre and also provide travel vaccina)ons and prescrip)ons.
• If you would like to access any of our travel services then you
will need to complete a travel ques)onnaire. You can collect
this from the surgery or fill it in on our website. Please return
to recep)on aRer comple)on and the nurses will be in
contact aRerwards with advice on what you may need before
travelling.
• It is very important that you hand the ques)onnaire in 6-8
weeks prior to travelling as many vaccines take 3-4 weeks to
become fully effec)ve.
10
Complementary Therapies
Complementary Therapies
We have therapists working from Pa�ord House Surgery
offering services including Counselling, Osteopathy and
Chiropody.
To book an appointment for these therapies, please contact
the therapists directly on the numbers below:
• Fiona Stubbs (Chiropody) 01380 830730
• Carol Plumridge (Osteopathy) 01249 655088
• Helen Key (Counselling) 07803 505949
If you would like to know more about these clinical
therapists, please visit our website or ask a member of staff
at recep<on.
Free online support for young people can be accessed on the
website www.kooth.com.
Online confiden)al chatroom with qualified counsellors are
available, allowing you to remain anonymous if you wish.
Counsellors are available online Mon-Fri 12 noon to 10pm and
weekends 6pm to 10pm.
Support for Teenagers
19
General Informa<on
Sick Certificates
• For the first 7 days you are off work, your absence needs to
be covered by a ‘self certification’ note (SC2). These can be
obtained from your employer or at either Patford House or
Sutton Benger reception. This is a legal requirement. If your
employer insists on a sickness certificate to cover this initial
period, we will have to charge a fee for this.
• A doctor will be able to issue you a sick note if you have
seen them and your illness has lasted over 7 days.
• If you have been seen or admitted to hospital, ask the
hospital to issue you a sick note before you leave. The
doctors are unable to back date sick certificates for time
already taken off, before they have seen you. However,
repeated sick notes to cover long term illness can be back
dated on a patient by patient basis. Please ask reception.
Charges for Non-NHS Services
Patford and Sutton Benger provide a variety of non–NHS services.
Our doctors will sign passport applications if you have been
registered with the practice for 2 years or over. They will also
complete and sign most insurance documents. At the surgeries,
we also carry out private medical examinations for registered and
un-registered patients. These services incur a charge. Please
phone the surgery if you would like to enquire about prices
before proceeding with your request.
18
Self-Help
www.nhschoices.co.uk
www.pa<ent.co.uk
These websites are designed to provide advice for pa)ents on
health topics and common ailments. Listed on our website are
common ailments and the links to the above websites. Please
refer to this if you experience any colds, cons)pa)on etc. for
example.
Pa)ent Advice and Liaison Service (PALS)
PALS advises and supports pa)ents, their families and carers by
providing informa)on on NHS services, listening to your
sugges)ons, as well as answering any queries or sor)ng out any
concerns you may have about the care provided. See the back of
this booklet, for the contact details.
Pa)ent Transport
The pa)ent transport scheme is ran by ARRIVA, a company
working on behalf of our local NHS trust. ARRIVA provide non-
emergency pa)ent transport for those who have a medical need
and require some help geVng to a treatment centre or hospital.
Calne Link Scheme is also a local voluntary service available to
pa)ents registered at Pa�ord House. This service can take
people in need to and from medical appointments. They offer a
free confiden)al service, but accept dona)ons.
General Informa<on
11
Registration
Registering as a New Patient
If you would like to register as a new patient at Patford House or
Sutton Benger Surgery, please visit the surgery to collect a
registration pack or complete a registration form online, which can
be found on our website. Also, please check the map above to see
whether you live within the outer boundaries. If you live outside the
outer boundary, you may still be able to register. Please contact the
surgery for more information.
Main Surgery—Patford House
Branch Surgery—Sutton Benger
12
Prescrip<ons
Repeat Medica)on
• If you are on regular medica)on, you can request your medica)on
via a repeat prescrip)on form— this will be a�ached to your last
medica)ons from the chemist. If the chemist do not give you a
form, then you can fill out a form at the surgery, or you can request
your repeat prescrip)on online. We cannot take repeat
prescrip)on requests over the phone for safety. We also do not
encourage pa)ents to arrange pharmacies to order on their behalf
as this leads to increased NHS cost.
• Once we have received your request, please allow 48 hours for
your prescrip)on to be ready for collec)on. You will need to state
which pharmacy you would prefer to collect your prescrip)on from,
or whether you would like to pick it up from the surgery. If you
would like it posted, please provide a stamped addressed envelope.
• Su�on Benger Surgery have a dispensary within the surgery where
pa)ents can collect their medica)on from. To be eligible for this
service, you must live more than a mile away from a pharmacy.
• At the bo�om of your prescrip)on, there is a review date,
indica)ng when your medica)on needs to be reviewed by a GP or
nurse. If this date is exceeded, the administrators are unable to
issue your medica)on un)l you book an appointment with a GP or
nurse.
• If you request an urgent prescrip)on (giving us less than 48 hours
no)ce), you may find that only 7 days worth will be prescribed.
When reques<ng repeat medica<on, please don’t alter the dosage
without consul<ng your doctor first.
17
General Informa<on
Disabled Access
There is a ramped entrance within
an automa)c door at Pa�ord House
Surgery for our disabled visitors. This is to the leR of the main
entrance. If you require access through this door, please press the
buzzer and recep)on will open it for you. We also have a pa)ent
liR making our first floor consulta)on rooms accessible for all
pa)ents. Su�on Benger Surgery is all on one floor, so it is
accessible to all pa)ents.
At both Pa�ord House and Su�on Benger, pa)ent toilets are fi�ed
with disabled facili)es. Hearing loops are also installed at
recep)on, so those who are hearing impaired can communicate
effec)vely with our staff members.
Closed Circuit Television
To ensure the safety and security of all of our pa)ents, visitors and
staff, all public areas are covered with CCTV at Pa�ord House. This
includes the wai)ng areas and administra)ve areas of the surgery.
The CCTV does not extend to consul)ng rooms or toilets, so does
no way invade your personal privacy and confiden)ality.
Safe Place
Pa�ord House Surgery is a safe place prac)ce,
which is indicated with a s)cker on the front
window. It aims to provide a valuable
community service for all vulnerable
residents.
16
What to do in an emergency?
If you have any of the problems listed below then phone 999
immediately:
• Severe chest pains
• Unconsciousness
• Very heavy bleeding
• Severe difficulty in breathing
• Any other life threatening condi)on
Urgent Appointments
If you need to be seen urgently, please let the recep)onist know
why and they will try to book you in on the same day.
Out of Hour Services
If you need to be seen out of our surgery hours, then please phone
111, so they can assist you where necessary.
Emergencies
13
Appointments
How to make an appointment?
Telephone:
Please phone numbers (located on the back). Our busiest )mes are
between 08:30 and 11:00 AM.
Online:
Please visit our website (located on the back). To access our websites
services, you will need an online username and password. To obtain
these details please come in to recep)on with a form of photo
iden)fica)on, and the recep)onist will print your details off for you.
Please feel free to come into your surgery and book an appointment
face to face with the recep)onists.
Confiden)ality
The recep)onists will ask you a few relevant ques)ons regarding
your telephone call in order to book you in with the most
appropriate clinician. Recep)onists are governed by the same
confiden)ality laws as all clinicians.
Preferred Clinician
When making an appointment, please ensure you let the recep)onist
know which doctor or nurse you would like to see. We try our
hardest to get you an appointment with your preferred clinician.
14
Appointments
Named GP
When you register at either surgery, you
are allocated a named GP. Your named GP
will take responsibility for your care and
ensure any services are implemented if
necessary. However, this does not mean
that you have to see your named GP
when you book an appointment.
Home Visits
If you are unable to a�end the surgery due to a medical condi)on,
please telephone the surgery before 10AM and the recep)onists
can organise an appointment at your home. Unfortunately, it isn’t
possible to request a par)cular doctor for home visits.
Appointment Times
A standard appointment is 10 minutes long. If you would like a
longer consulta)on, please men)on that to the recep)onist when
booking.
How to cancel an appointment?
If you no longer need an appointment, please give us a call to cancel
this as soon as possible (preferably 48 hours in advance). You can
also cancel your appointment online, you will need the password
and username to do this.
15
Appointments
Lateness for appointments
If you arrive late (15 minutes or less) then you may be required to
wait un)l the end of surgery to be seen. This is to avoid
inconveniencing other pa)ents and delaying the clinic. If you arrive
later than 15 minutes aRer your appointment )me, you will not be
seen and you will need to re-book the appointment.
Failure to a�end an appointment
• If you cannot a�end an appointment for any reason, please
inform the surgery as soon as possible in order for us to give
the appointment to another pa)ent. Our phone system is on
24 hours, 7 days a week, so you can leave a message on the
answer phone. Or if preferred you can email or cancel your
appointment online.
• If you fail to a�end 3 appointments at the surgery within a 12
month period then you will receive a le�er explaining if you
fail to a�end a further appointment (without cancelling) then
you will be removed from the prac)ce list. Thank you for your
co-opera)on.
Temporary Residents
If you are visi)ng the area and need to be seen by a GP, you can be
seen at either Pa�ord House or Su�on Benger Surgery. You will
need to come into recep)on to fill out a registra)on form. If you
phone, the recep)onist can provisionally book you an appointment,
but you will need to arrive 10 minutes before the appointment so
you can complete a registra)on form and your details can be put on
our system.
