Lattice Barn Surgery Practice Leaflet. Please keep in a safe place.

1. Lattice Barn Surgery Practice Leaflet. Please keep in a safe place. 14 Woodbridge Road East Ipswich IP4 5PA Tel: 01473 726836 Fax: 01473 273567 CORE OPENING TIMES: MONDAY TO FRIDAY 8.00AM – 6.30PM www.latticebarnsurgery.co.uk 1

2. THE PRACTICE AREA: • Practice Area • The practice is located on the corner of Lattice Avenue and Woodbridge Road East in Ipswich. Our practice area covers most of the north and east of the town extending to these local villages: • Brightwell • Bucklesham • Culpho • Foxhall • Great Bealings • Grundisburgh • Hemley • Henley • Kesgrave • Levington • Little Bealings • Martlesham • Nacton • North East & South East Ipswich • Otley • Playford • Purdis Farm • Rushmere • Swilland • Tuddenham • Westerfield • Witnesham • Disabled Access • Wheelchair access is possible through the main entrance and in all ground floor consulting rooms. Some clinicians work upstairs however alternative arrangements can be made for patients who are unable to climb stairs, if we are advised in advance. LOCAL CATCHMENT AREA Registration enquiries: NHS Suffolk PCT, Rushbrook House, Paper Mill Lane, Bramford, Ipswich. Website: www.suffolk.nhs.uk 2

3. . APPOINTMENTS Our doctors and nurses offer appointments between 8.30am and 5.50pm according to individual timetables. There are also some “late” (until 6.45pm) appointments reserved primarily for patients who are unable to attend surgery during routine working hours. You can make appointments at the front desk or by telephoning our Reception team on 01473 726836 Please plan routine consultations in plenty of time so that you are able to obtain an appointment with your usual doctor. When this is not possible, you may be offered an appointment with another clinician. who will deal with your current symptoms; thereafter, your care will be continued by your usual doctor. Please note that our female doctors work part-time. Home Visits Home visits are for patients who are genuinely housebound or medically unfit to travel to surgery. They should not be requested where lack of transport is the primary reason. Please try to request visits before 11am and supply a telephone number as the doctor may phone you back. Help Us to Help You We strive to offer the best quality care and services possible within the constraints of the NHS and our current premises. We therefore ask our patients to use our service responsibly and with consideration for others. Most appointments are scheduled for 10 minutes although some of the appointments with specialist nurses are for 20 minutes. If you are unable to make an appointment, please let us know so that we may offer the appointment to another patient. It may not always be possible to see patients who arrive late for their appointments, and if you are late you may be asked to re-book. On occasions appointments may fall behind due to emergency consultations or home visits, in which case our Receptionists will inform you of any delays. Some appointments can be booked on-line however you will need to register for this scheme - please ask our Receptionists for details. A Chaperone is available if required, please discuss with the Doctor. Emergency cover is provided at all times either directly by the Surgery (in Practice opening hours) or through HARMONI. INFORMATION - appointments 3

4. Dr Charles B Wellingham MB BS (Barts 1976) MRCGP,Diploma Child Health, Diploma Royal College of Obstetrics and Gynaecology Dr Lucy A H Henshall MB ChB (Sheffield 1987) Diploma Royal College of Obstetrics and Gynaecology, MRCGP Completed GP training in Boston Lincolnshire 1991, then GP locums in East Anglia including 3 months at Lattice Barn in 1993. Part-time partner since 1995 – works four clinical sessions per week. Member of Suffolk Local Medical Committee since 2001 - including active Liaison role with Ipswich Hospital. Dr Jonathan C Knight MB BS (London 1990) MRCGP, Diploma Child Health, Diploma Royal College of Obstetrics and Gynaecology, Diploma Primary Care Therapeutics, Diploma in Practical Dermatology. Qualified from UCH and Middlesex Hospital Medical School in 1990, completed GP Training in 1994. A full-time partner since 1997. Dr Rajesh M Patel MB BS (London 1979) BSc Dr Paul A Bethell BA MB BS (London 1985) DGM, MRCGP, Diploma Child Health, Diploma Royal College of Obstetrics and Gynaecology. Dr Emily Balme BSc MBChB (Bristol 1990) DRCOG FPCert JCPGP Qualified in Bristol university in 1990,completed further Bsc in physiology and then took hospital posts around the south west. Completed GP training in Ipswich 1995 . Worked in General Practice Salaried posts until 2007 then started at Lattice Barn Surgery as a part time GP Partner working 4 clinical sessions. Dr Lubna Albazargi MB ChB (Baghdad 1997), MRCS, DOHNS (Diploma in ENT-Head and Neck Surgery), MD in Head and Neck Cancer, nMRCGP Qualified in Baghdad 1997 then moved to Jordan for a year. Postgraduate  Surgical then ENT training from 2000. Moved to Ipswich in 2005 working on research in Head and Neck Cancer, joining the GP training scheme in Ipswich in 2007. GP here since 2010. Dr Tatiana Leichenko DFFP, DRCOG, MRCP, MBBS Interests: Dermatology, Rheumatology & Womens Health. Dr Deborah Swinglehurst MSC VTS scheme 1995-98, GP registrar at Lattice Barn 1997-98. OUR DOCTORS… 4

5. Jill (Nurse Practitioner) • Diagnosis and treatment of Minor Illness • Telephone consultations and advice • Pre-Diabetes and Diabetes Care • Anna (Nurse Prescriber) • Diagnosis and treatment of Minor Illness • Telephone consultations and advice • Family Planning advice • Coil Insertion • Menopause advice • Catherine (Lead Practice Nurse) • General Nursing Care • Asthma, COPD, Lung Function tests • Smoking Cessation • Travel Advice • Helen (Nurse Prescriber) • General Nursing Care • Family Planning advice • Asthma, COPD, Lung Function tests • Travel Advice • Clare (Practice Nurse) • General Nursing Care • Family Planning advice • Asthma, COPD, Lung Function tests • Travel Advice • Coronary Heart Disease Care • Freezing Warts & Verrucas • Janette (Practice Nurse) • General Nursing Care • Smoking Cessation • Rachel (Practice Nurse) • Specialist in Diabetes Care • Coronary Heart Disease Care • Sue (HCA) • Blood Tests • ECGs • Weight monitoring & Dietary advice • Blood Pressure checks and monitoring • Health Checks • Carol (HCA) – as Sue plus: • Smoking Cessation advice • Flu/Pneumonia vaccinations OUR NURSE TEAM… 5

6. Practice Manager Denise Guy manages the non-clinical side of the practice She will be pleased to help you if you encounter any problems in using our services. Please feel free to contact her to raise any comments or concerns – her email address is Denise.guy@gp-d83052.nhs.uk Assistant Practice Manager Maggie Sinadinos deputises for the Practice Manager, in her absence and co-ordinates the Practices administrative workload. Secretarial/Administration Staff Rachael Shanks is our IT manager. We also have a dedicated team of “behind the scenes” admin staff engaged in administrative work to maintain accurate records, arrange clinics and communicate with hospitals and other agencies. Receptionists Our senior receptionist, Chris Steward, leads a team of reception staff who are your first point of contact with our practice. They work within strict guidelines and any dealings with them are fully confidential. Practice Nurses See page 5 for details of the services our Nurse team offer. District Nurses Although not employed directly by the practice, we work closely with the District Nursing Team and are happy to take messages for them. Health Visitors Our link health visitor, Lynn Burr and her colleagues all work closely with our clinicians in caring for young children. Lynn works from Gainsborough Clinic on Clapgate Lane and can be contacted on Ipswich 275273. District Midwife Our District Midwife, Dalise Stewart is employed by the PCT but works closely with the doctors in providing full maternity services and postnatal care. Messages may be left for the Midwife at the surgery or she can be contacted via her mobile phone in an emergency on 07710 646170. If you have had a positive home pregnancy test, please request a pregnancy Information Pack and make a first visit “booking” appointment with Dalise who will arrange referral to the hospital when necessary. However, we also ask that you see your own doctor once before 16 weeks. Your ongoing antenatal and postnatal care will be shared between the midwife and your own doctor. INFORMATION – Staff & Attached staff 6

7. CERVICAL SMEARS All women aged 25 to 65 are strongly advised to have a regular cervical smear. The first smears are performed at 25 years of age, then 3 yearly up to 49 and then 5 yearly from 50 – 64. Patients are recalled automaticallyby letter. PATIENTS NOT SEEN AT SURGERY RECENTLY The Practice will provide a consultation on request to patients between 16 and 75 years of age who have not attended surgery during the last 3 years and also to patients over 75 years of age who have not attended the surgery over the last 12 months. If necessary, owing to a patients medical condition, this may take place in the patients home. PATIENT PARTICIPATION GROUP SURGERY INFORMATION • We currently have 12 members. • THE ROLE OF THE GROUP: • To provide Practice support and help implement change • To become involved in the overall healthcare improvement of our local population • To help patients take more responsibility for their health • THE PATIENT PARTICIPATION GROUP IS NOT: • A forum for complaints – if you have a grievance there is a formal procedure for dealing with this, ask our receptionists for details. • WHAT DOES IT INVOLVE? • We invite members to attend a meeting at the surgery (in the evening) every three months to discuss issues affecting the Practice. • WHO CAN BECOME A MEMBER? • Anyone over 18 who is a registered patient can apply. We are keen to ensure members are as representative of our Practice population as possible and therefore particularly welcome applications from all genders, ages, ethnicity and with specific healthcare needs. We reserve the right to refuse membership if we consider it is in the best interests of the individual or the Practice. 7

8. Prescriptions If your doctor has initiated medication for you to continue long term, you will have been given a repeat prescription slip on the right hand side of your prescription. Please use this to reorder supplies by ticking the items you require and hand the slip in at Reception. We require a minimum of 72 working hours to process a prescription request and ask that you plan ahead at busy times of year such as Bank Holidays. If you post your request to us, please allow extra time and enclose a stamped addressed envelope for the prescription to be returned. In order to ensure safe use of your medicines, you may be required To attend for routine check ups from time to time and will be advised by your doctor accordingly. We do not accept telephone requests (to avoid any possible Prescribing errors). You can email your requests to: prescriptions@latticebarn.co.uk It is also possible to order your prescriptions on-line – ask our receptionists for details. Test Results Where possible please contact the surgery for test results in the afternoon, as our phone lines are particularly busy in the mornings and your results may not have been received or checked until after Noon. PRESCRIPTIONS & TESTS

9. TELEPHONE ADVICE Our telephones are very busy first thing in the morning, especially on Mondays. To help relieve this problem calls for test results and routine enquiries should be made from 12 Noon onwards. Our clinical team will give advice over the telephone when they are not consulting. If appropriate our receptionists will take your contact details, along with an indication of your problem, and a message will be left for their attention. Receptionists have been asked not to interrupt the doctors in clinic and may therefore ask you to ring back between 11:30am and 12 noon unless your call is urgent. HOME VISITS If you feel too ill to attend the surgery you may ring between 9:00am and 11am to request a home visit - regional guidelines suggest that home visits are reserved for emergencies and elderly, housebound or terminally ill patients. Giving the receptionist an idea of your problem helps the Doctor assess the urgency of the visit. All information is handled in the strictest confidence. EMERGENCY CARE & ADVICE OUT OF HOURS, BANK HOLIDAY & WEEKEND COVER Between 6.30pm and 8.00am Monday to Friday Provision of the out-of-hours service is the responsibility of, and is commissioned by NHS Suffolk. The out-of-hours service provider is Harmoni. Out of hours calls are for medical emergencies that cannot wait until the next working day. When Harmoni is providing the out of hours’ service, you may be asked to attend the Riverside Clinic at Unit 4, Landseer Road Business Park, Ipswich IP3 0AZ Outside core Practice hours our answer phone will divert your call to the out-of-hours service, HARMONI on 0300 130 3066. You can also contact NHS Direct (a confidential 24-hour telephone help line) for advice on Tel:0845 4647 or www.nhsdirect.nhs.uk. www.nhs.uk has information on a range of healthcare providers. Outside surgery opening hours - major injuries are dealt with at A&E, Ipswich Hospital, Heath Road, Ipswich. Tel: (01473) 712233 and Minor injuries are dealt with at the Minor Injury Unit at Riverside Clinic, Landseer Road, Ipswich (01473) 299622 . . 9

10. PRIVATE SERVICES & FEES Services such as private medical examinations, insurance claim forms, BUPA/PPP vaccination certificates, Passport and Licence authorisations are outside the NHS and the Doctors are entitled to charge a fee. Please note - you may be asked to provide payment in advance. At the present time we only accept cash and cheques. Details of our non-NHS services and fees are displayed in our waiting room. Child Health & Immunisation We recommend full immunisation for all pre-school children, commencing at 2 months. Your health visitors offer developmental and health checks for infants and children, and will refer you to your doctor when relevant. Baby Immunisation Clinics (Nurse) Tuesdays 1.15pm – 2.30 pm Family Planning We have three Family Planning trained nurses, and appointments can be made in the usual way through our team of receptionists. Your usual doctor and the nurses will be happy to deal with any family planning issues by appointment in either the Family Planning Clinic or in routine surgery. Sexual Health for Young People We are committed to reducing teenage pregnancies and sexually transmitted infections such as chlamydia, and as part of a local initiative, our nurses (Anna, Helen & Clare) are able to provide free condoms to patients up to the age of 23. Please request a free chlamydia test kit from reception and/or make an appointment with these nurses, as appropriate. Health Promotion – Disease Management All new patients are routinely offered a health check appointment with one of our Health Care Assistants. Patients suffering chronic diseases such as diabetes, high blood pressure, heart disease or asthma, will be offered ongoing care with their usual doctor or in a dedicated clinic run by our nurses PRIVATE SERVICES 10

11. How to Register Provided you live within our Practice Area you can register with us. Our reception staff will give you the details of our registration procedure which includes the completion of some paperwork and making an appointment for a health check with one of our health care assistants. Details on our website www.latticebarnsurgery.co.uk Minor Surgery Some minor surgical procedures can be undertaken at the surgery. Your usual doctor can discuss this with you when relevant. Minor Injuries Minor injuries such as bruises, grazes and minor burns and scalds can be dealt with by the practice nurse or your doctor here at the surgery. There is also a Minor Injuries Unit at Riverside Clinic in Landseer Road. If you have suffered a more serious injury such as to the eyes or the head you should attend the Accident & Emergency Department at Ipswich Hospital. Women’s Health We offer well woman screening appointments in addition to advice and help with the menopause, osteoporosis prevention and treatment. Cervical smears are taken by our practice nurses. Travel Advice Once you know your holiday destination please make an appointment to see a practice nurse for travel advice. Please note - we are unable to administer travel vaccinations to patients who are travelling within two weeks as it is too late to provide you with all the vaccinations you may require for your holiday. Private travel Clinics may be able to provide this service - our Receptionists will provide contact details. Counselling The practice has attached counselling staff, and referral may be arranged through your usual doctor if it is felt to be appropriate. It is now possible to self-refer to IAPT services (for anxiety, depression) - see www.iapt.nhs.uk for details. OTHER PRACTICE SERVICES

12. USEFUL TELEPHONE NUMBERS SURGERY CONTACTS Appointments & District Nurses…………………….……… 01473 726836 Health Visitors: ….……………………….…………..………. 01473 275273 Midwife:…………………………….. ………………………. 07710 646170 OTHER SERVICE PROVIDERS NHS Suffolk (Primary Care Trust) ..………………………….. 01473 770000 Harmoni (Out of Hours service)………………………………. 0300 130 3066 Ipswich Hospital:……………………………..……………….. 01473 712233 Riverside Minor Injuries Clinic……………………………….. 01473 299622 St Clements:……………………………..…………………….. 01473 329000 Suffolk Nuffield:………………………………………………. 01473 279100 Social Services………………………………………… ……… 08456 023023 NHS Direct…………..………………………………………… 0845 46 47 Age Concern:………….……………………………………….. 01473 288048 Disability Advice Service……………………………………… 01394 387070 MIND (advice on mental health issues)……….………….…… 01473 230609 PALS (Patient Advice & Liaison Service)……………………. 0800 3284714 Samaritans:…………………………………..…………….…… 01473 211133 Community Drug Team:……………………….……….……… 01473 236069 Alcoholics Anonymous:………………………..…….………… 01473 212224 Red Cross………………………………………………………. 01394 382614 NSPCC: ………………….…………………….…………..… 01473 212576 Suffolk Family Carers……………………………………….. 01473 286746 Suffolk Domestic Violence Forum: …………………………. 0800 783 512

13. Useful Websites… CARERS www.suffolk-carers.co.uk Suffolk Family Carers aim to increase the wellbeing of family carers by offering information and support. CHILD BEREAVEMENT www.childbereavement.org.uk Information regarding support for bereaved families. CHLAMYDIA www.amiclear.com Chlamydia is one of the most common sexually transmitted infections. You may not know you have Chlamydia as you may not feel any different or notice any symptoms. Around 1 in 10 young people under the age of 25 have chlamydia and it can cause serious long-term health problems, even infertility. It can easily be treated with antibiotics – we offer free screening, please request a test pack at reception. ELDERLY www.helptheaged.org.uk MENTAL HEALTH www.smhp.nhs.uk Suffolk Mental Health Directory – the website provides information about services available including Counselling, General and Specialist Mental Health conditions. www.iapt.nhs.uk Self-referral for anxiety and depression NHS DIRECT www.nhsdirect.nhs.uk

14. PATIENT CHOICE Patients have the right to express a preference to receive services from a particular clinician, either generally or in relation to a specific medical condition, as long as they notify the Practice of this preference in writing. ACCESS TO MEDICAL RECORDS As providers of healthcare services, our staff ask you for information so that you can receive appropriate care and treatment. Everyone working for the NHS has a legal duty to keep information about you confidential. You may be receiving care from other people as well as NHS staff. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need to know and it is in your and everyone's interest. Whenever we can, we remove details that identify you – the same rules of confidentiality apply. You have a right of access to your health records. The Data Protection Act (1998) gives you the right of access to all information that the Practice holds about you on manual and computer records. Patients may apply for access to their own records, or may authorise a third party, such as their lawyer, to do so on their behalf. Only in exceptional circumstances can access be withheld. If you would like to apply for access to your health records or receive further information about this please contact the Practice Manager. An administration fee is payable for copies provided. VIOLENT/ABUSIVE BEHAVIOUR The Practice has a duty to provide a safe, secure environment for patients, staff and visitors. Violent or abusive behaviour will not be tolerated and action will be taken to protect staff, patients and visitors. CONFIDENTIALITY The practice adheres to the Data Protection Act 1998, and will only disclose information about you with your full permission, or where there is a medical need to do so. All our staff are bound by strict rules of confidentiality. COMMENTS & COMPLAINTS Whilst the surgery endeavours to offer a high quality and standard of care there may be areas where we can improve. Our Practice Manager, Denise Guy welcomes any constructive comments – email Denise.guy@gp-d83052.nhs.uk or visit our website to download a copy of our Complaints Policy. PATIENT RIGHTS & RESPONSIBILITIES 14