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Practice Leaflet Elmcroft Surgery

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					Elmcroft Surgery
Elmcroft Surgery
5 Elmcroft Crescent
Harrow, HA2 6HL

Telephone: 0208 863 1337 / 2617
Fax:       0208 863 6826

Website      www.elmcroftsurgery.co.uk


When the surgery is closed call 0300 130 3017


Welcome to Elmcroft Surgery On line.
From 1st October the surgery will be closed and we will all be practicing on one site at Elliott
Hall Medical Centre. It is our intention to use this website for both practices but currently it only
refers to operations at Elmcroft Crescent. We are experimenting with new pages and you may
come across these; they are not finished nor functional and you should not rely on anything they
say !!! They are identified by being in this colour text.

Where is the Elliott Hall Medical Centre ?

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165-167 Uxbridge Road

Hatch End, Pinner

Middlesex

HA5 4EA

Tel:(020) 8428 4019 Fax: (020) 8420 1993

If possible use the Harrow Arts Centre Car Park, just behind EHMC. Entry is via Morrison's
access road by the roundabout. There are ‘DISABLED’ parking bays located outside of EHMC it
is imprudent and unethical to park in a bay unless you are a‘BLUE BADGE’ holder.
It is over 6 months since we introduced our appointment system. We made some changes in the
early days in response to patients views and the time has come to reconsider how it is working.

Patients have told us that they would prefer more appointments bookable in advance and to this
end we are going to be reducing the number of "on the day" appointments to accomodate this
change. We will still have "emergency" appointments for those whose medical condition cannot
wait until the next routine appointment.




Surgery Opening Hours

                                               Opening Times
                    Monday                     08:30 - 18:30
                    Tuesday                    08:30 - 18:30
                    Wednesday                  08:30 - 18:30
                    Thursday                   08:30 - 18:30
                    Friday                     08:30 - 18:30
                    Weekend                    closed




If you arrive at the surgery before 08.30 we will be unable to admit you.

There is full disabled access to the surgery. If you do have difficulty there is an intercom at
wheel chair level by the door to alert reception to come and help you.

Inside the front door is a wheelchair which may be used by patients who have difficulty walking.




Nurse Consulting Hours

Our nurses are able to advise on many health issues as well as carrying out procedures such as
ear syringing, removal of stitches and clips, wound dressings, blood pressure monitoring ,pill
checks and so on. We usually advise that Cervical Smears are done "midcycle". Phone reception
to book an appointment. Travel health is also provided but the nurse will need an exact itineray
of your travel.

Nurses are available by appointment on the following days.

Monday            Tuesday           Wednesday           Thursday                  Friday
08.40-1200        08.40-1200        08.40-1200          08.40-1200                08.40-1200
                                                        0900-1100 baby
                                                        immunisations
                                                        13.30-17.30


Blood Test Clinics are available by appointment only:

Wednesday 8.30 -9am

Thursday 8.30 -9am & 1.30pm - 2.30pm.

Out of hours

This means in the evening or night ,at weekends and bank holidays.

First if the problem is an emergency such as a stroke, chest pain or loss of consciousness don't
wait- call an ambulance. Paramedics are highly trained and it may save a life to call them first.

In the past there were few options other than to call the deputising service - now there are plenty
of options and it can get very confusing.

      Injuries or cuts or burns should attend Northwick Park Accident department or if
       relatively minor Mt Vernon minor injuries centre.
      Walk in centres at Alexandra Avenue or the Pinn Medical Centre will see you BUT they
       have recently changed their hours. Alexandra Avenue is open 0800-15.30 at the
       weekends only. It is no longer open during the week.The Pinn is still open during the
       week but for how much longer is not known.



To contact a doctor at weekends or overnight ring our answer phone 0208 863 1337
If you need to speak to a Doctor you can call the surgery between 8 - 8.20am & 3 - 3.30pm. You
will be asked to give the reason for your call and a contact telephpone number so that the Doctor
can call you back.

At other times we will not let our surgeries be interupted for non-urgent calls as it is very
disruptive for the patients we are seeing at the time. If however you need to speak to a doctor in a
very urgent situation you must state this and give the reason to the receptionist who will speak to
the Doctor and act in accordance with the Doctors instructions.

Appointments

Rules of the house



Appointments must be pre-booked. Phone reception to make an appointment. The numbers are

0208 863 1337 or 0208 863 2617


Our appointment system has been running for 6 months now and it is clear that there is a need
for more pre-booked appointments and to this end we are phasing out the "on the day"
appointments. If you have a medical condition that cannot wait until the next routine
appointment we will still have "emergency appointments" but this is only for genuine
emergencies.

Please ensure that when you arrive you make you book in with the receptionists. Patients arriving
late may be asked to wait until the end of surgery or rebook.




Talking to us on the phone

If you wish to speak to one of the doctors we are available between 15.00 –15.30. If you call at
other times leave a message with the receptionist and we will get back to you as soon as possible.




Home Visits
If possible please try to telephone reception before 11am if you require a home visit.
All too often we are called out to problems that have been going on all day. Having to attend
immediately before or during evening surgery causes long delays to our other patients. Please
use your common sense. If you are concerned about a problem ring as early as you can.

A home visit is not a “right”. We are only required to visit those who are too ill to come to the
surgery. In the past we have been asked to visit because the person has “no car today”, “its too
far to come” or even on one occasion because they were waiting in for the removal men! These
are not acceptable reasons for a visit and will be refused.

We can only visit you at the address that you were staying at when you registered with the
practice. If you have moved or are temporarily staying outside our practice area we will not be
able to visit you. In these circumstances you will be advised to contact a doctor nearer to where
you are living.

X rays & Test Results
If clinically indicated we can ask for X rays to be done at Northwick Park or the Pinn Medical
Centre in Pinner.

You will of course need to see the doctor first.

You can go to Northwick after 1300 hrs until 1900 for most x rays and no appointment is
needed. At the Pinn you will need an appointment and it is only between 0900-1700 but they are
pretty quick.

Ultrasounds and more complex X rays have to be done at NPH by appointment but we will make
these for you.

Blood tests are done at the surgery by the nurse by appointment only.

We are not able to take bloods on children and if they need a blood test they will be referred to a
specialist clinic.

We do let you know if there is a problem with any of your results. However for extra safety we
always suggest that you ring the surgery to check that your results have come back. Very
occasionally results get lost somewhere in the "system" and we are not aware there is a problem
until the patient rings for the results and we discover they have not come back.

X-rays take about a week to come in but blood tests are usually much quicker. It can vary
according to the test but typically they take a couple of days. Ring between 11.30 and 14.30
for results.

For a general overview of what tests can and cannot do please see the page opposite entitled
"Tests and Testing".

Is the problem life threatening?
      Sudden collapse
      Severe central chest pain.
      Sudden loss of use of an arm or leg
      Vomiting Blood in large amounts?

DIAL 999. Do not delay. Minutes matter. As a doctor If I had these symptoms I would not waste
time calling my own doctor; I would call An ambulance!

Is the problem less serious?

      Have you cut your self?
      Fallen over and think you may have a broken bone?
      Burnt yourself?
      Had a head injury or been knocked out ?

You will need to attendNorthwick Park Accident Department.

Mount Vernon Minor injury unit can also see minor cuts and suspected broken bones but they
may need to refer you to another hospital if the problem is more serious. Mt Vernon is open from
0800 to 2000 and the hospital number is 01923 826111. These problems cannot be dealt with in
the surgery and you will only delay things if we have to send you on to the hospital.

For all other problems

      During surgery hours (08.30—18.00) weekdays ring the main surgery number.
      Out of hours. This means in the evening or night ,at weekends and bank holidays. Ring
       the surgery number and you will be given another number to ring .This will be our out of
       hours provider “Harmoni” on 0300 130 3017 If you require advice we recommend “NHS
       Direct” a telephone advice service on 0845 46 47 . There is an online version at
       www.nhs.uk They will advise you on what care is needed and will liase with Harmoni for
       you to see a doctor or for a doctor to call if needed.
      At the weekends you can attend the "walk in" clinics at Alexandra Avenue until 16.00
       hours (last entry 15.30 hours) or the Pinn Medical Centre. PLEASE NOTE THAT
       THESE CLINICS HAVE NOW ALTERED THEIR ARRANGEMENTS.
       ALEXANDRA AVENUE IS NOT OPEN NOW DURING THE WEEK.

Appointments can also be booked on line . To do so click here .

In order to use this facility as well as ordering prescriptions please download a form ,complete it
and return it to reception. http://www.elmcroftsurgery.co.uk/Request_form.doc


Managing your medicines.

Requesting a repeat prescription
For legal reasons we are unable to take requests for repeat prescriptions over the telephone.
You may order repeats in one of the following ways.

      in person at the surgery by completing a written request form available at reception.
      By leaving or sending the right hand side of your repeat prescription to the surgery. You
       will need to indicate which medications you need. Please enclose a stamped addressed
       envelope if you require us to send it to you.
      By using this web site to email a request.
      Please note that not all local pharmacies collect prescriptions from the surgery. Please
       speak to your pharmacist for details.

You must allow 48 hours notice for prescriptions to be prepared. We are unable to
accommodate requests for same day prescriptions except in an emergency.

If you have difficulty remembering to take or order your tablets many chemists offer a home
delivery service of your medicines in a “dosett” box. A convenient way for you to remember to
take the medication. If you are interested speak to your chemist.

In an emergency when you cannot get to the surgery or for our house bound patients we will
accept telephone requests. The receptionist will check your name and address and will accept the
request only if you are able to tell her the names of the medication that you need.

Medicine has advanced considerably in the past few years with many new drug being
recommended to treat many old diseases. The practice has a policy to prescribe

      effective medication.
      in a cost effective manner.



We do this in the following ways.

Firstly we use a "formulary" of drugs that has been developed by doctors and pharmacists in
NHS Harrow following these principles. This formulary has been agreed with our hospital
colleagues but on occasions they may request drugs that are not on the formulary. Each
recommendation will be judged on an individual basis but we cannot guarantee to prescribe in
these circumstances. We will advised them of this and the reasons for not prescribing.

Secondly the practice prescribes “generically”. That is we always use the chemical name of the
medication not the manufacturers trade name. (The difference is between “corn flakes” the
generic name and “Kellogg's Corn Flakes ™” the trade name.) One effect of this is that you may
find that the appearance of the box the tablets come in will vary from time to time. You should
try and remember the chemical name.

With modern advances in medicine many of our patients find themselves taking several types of
medication.Initially when you are diagnosed with a problem we will need to see you quite often
until we can be sure that the treatment is both safe and effective.Once your condition is stabilized
however we will need to see you less often and will put your medication onto “repeats”.

Your medication will be reviewed regularly but if you are on repeat medication you will need to
see us at least once a year.
The review offers both doctors and patients the opportunity to

       assess your continuing need for medication.
      see if you have any side effects
      ensure you are taking the tablets correctly
      answer any questions you may have about your medication.

For some conditions you may need to be seen every 3 or 6 months. Before you medication
review you may need some blood tests .

If your medication review is over due we will send you up to three reminders. However if you
still have not responded by coming to see us then we are placed in a position where we are
unable to say whether you need the medication still or whether it is safe for you to continue
taking it.

Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed.
Any problems please telephone the surgery.

Clinics & Services
Baby Clinic

From Summer 2011 our health visitor has been withdrawn and there is no "in house" baby clinic.
The same has happened to other practices in Harrow. If you wish to see a health visitor you must
attend a childrens centre. You can choose to attend any one but our practice has been allocated to
Whitefriars Childrens centre.

If you have access to the internet you can find the nearest one to you at
http://www.childrenatthecentre.org.uk/ if not ring reception and they will direct you.

Examinations by the doctor are now done only at 6 weeks. You will need to make an
appointment for a Monday afternoon. We examine the child and discuss any worries or concerns
you may have. We take the opportunity to discuss vaccinations.

Child vaccinations start at 8 weeks+ and are done on Thursday mornings by appointment with
our nurse. You will be contacted when your child is due a vaccination.



Antenatal Clinic
14.30-15.30 THURSDAY By appointment .

If you are newly pregnant you will need to see the doctor to ”book” in and decide which hospital
you wish to go to. (Please note we do not undertake any home deliveries.) You may go to any
hospital but for obvious reasons people in this area go to either Northwick Park or Watford.

About a year ago the decision was made by NHS Harrow to withdraw midwives from small
practices on the grounds there were not enough women getting pregnant. We will book you at
the hospital and they will then arrange for you to see a midwife at one of the childrens centres.
However you will need to see us at the surgery for some of the visits.

Hospitals normally see you at about 12 weeks (calculated from the first day of your last period)
and will offer you antenatal testing– such as “Triple Testing” or if over 37 yrs, amniocentesis. It
is best to discuss these tests with us first so come to us as soon as you know you are pregnant.

Counsellor

Our in house counsellor , in common with several colleagues was made redundant and we no
longer have an in house service. If you wish to see a counsellor you must see a doctor first.

Dietician

Appointments are made by the doctor or nurse for people who have medical needs for a
dieticians help. Such conditions include diabetes and high cholesterol. We are not able to offer a
“weight watchers” type service.

Health checks

There is no special clinic for health checks. Come and see the doctor or nurse and we will
measure your blood pressure , weight an so on. If you would like your cholesterol checked you
will need to see the doctor or nurse in the morning for a blood test. For an initial check it is not
necessary to starve. If you are a man and would like to require about prostate screening you
should come and discuss this test with the doctor.




Pre-Conceptual Care
Preconception Care – a basic guide.

For more detailed information an advice leaflet is available or see the doctor.

Before starting a baby you should

      Stop smoking
      Stop drinking alcohol
      Stop taking illegal drugs
      Stop handling cat litter trays or raw meat (to avoid an infection called toxoplasmosis)
      Start eating a diet rich in vegetables
      Start folic acid supplements (400 micrograms) from the chemist
      Do see the doctor to get you German measles status checked
      Do see the doctor for advice about genetic counselling if there are genetic diseases in the
       family.
      Do see the doctor if you have a pre-existing medical problem such as diabetes
      Oh and by the way start having sex. Lots of it throughout the cycle. You do not have to
       worry about doing it at the right time.

Problems starting a baby?

About 90% of couples having sex two or three times a week will conceive in a year. Generally
doctors only become concerned there might be a problem if there has been no success after 1
year if older than 30 after 2 years if between 25 and 30 yrs old and after 3 years if under 25.

Obviously these are rough guidelines and individual circumstances must be taken into account. If
you are worried come and talk to us.

Family Planning
Family Planning

We do not offer a separate clinic for family planning but would be happy to advise on all aspects
including the coil although we are unable to fit this. You will need to see the doctor.

If you are on the pill we must see you to check your blood pressure every 6 months. If you run
out and are not able to see us immediately we will allow you one months additional supply after
that you must find the time to come in. You may see the nurse for this.

Emergency Contraception

If you are at risk of pregnancy, perhaps a condom split or came off , you missed the pill or you
were not using contraception at all ,then you need emergency contraception. Emergency
contraception can be obtained in several ways and there are two types of emergency
contraception.

The first type is a form of the pill and is effective if taken up to 72 hours after unprotected
intercourse. The second type is to insert an intrauterine device (coil) and this is effective for up to
5 days after unprotected sex. The pill can be obtained from
   1. The Practice. If you come within 72 hours then we will be able to prescribe it for you but
      you will need to see the doctor. All consultations are confidential Prescriptions from us
      are free.
   2. From a Family Planning Clinic. The nearest one is at the Caryl Thomas Clinic in
      Headstone Drive 0208 861 5924. Prescriptions from them are free
   3. From your local pharmacy. The commonest Pill used, Levonelle can be bought over the
      counter. It costs about £24. In some areas but not in Harrow it can be given by a
      pharmacist on the NHS.
   4. The coil can be obtained from the family planning clinic as above.

Its worth remembering that emergency contraception can fail and it does not stop pregnancies
outside of the womb known as ectopic pregnancy. It is therefore vital that if you miss a period
you must come back.

Emergency contraception is no substitute for regular family planning and you should discuss this
with us as well.

Cervical Smears
CERVICAL SMEARS

We recommend all women between the ages of 24 and 65 to have cervical smears . We try to do
them at mid-cycle if possible. Invitations for smears come from both the practice and the local
health authority. We feel that this dual approach helps prevent people being overlooked ! The
smears themselves are done by our nurse ,please ring for an appointment. Smear tests are always
done in the surgery

Prior to having a smear we request that you read an information leaflet about them. You will also
be asked to sign a consent form to have a smear. This is a relatively new idea and it is possible
that you will not have had to do this before. Ask at reception for this leaflet if you wish to know
more about the test.

Smear results take about 3 weeks to come back and if there is a problem we will write to you .
Again the health authority may also write to you and again we hope this duplication of effort will
help reduce any possible errors. The health authority will also tell you when the smear is normal.
If the smear is normal we do not normally write to you. There are many reasons why a smear
result may be abnormal. Do not jump to conclusions ! I know there has to be a first but in the last
20 years we have had nobody who has had cervical cancer.

If you do not wish to have a cervical smear the government has decreed that you must come in
and see the doctor and nurse and sign a form to say you don’t want a smear. Even if you don’t
want a smear they also require us to continue to invite you for a smear. This is not us trying to
exert undue pressure on you. It is the government who seem to think they know better than you!

Minor Surgery
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Minor Surgery can be carried out in our well equipped Treatment Room. You will need to see Dr
Vaughan toassess your need and these will be added to the waiting list.




Registration
From April 1st when the merger takes place we have adopted a common policy for accepting
new patients to our list. Both practices have been very popular and we have had to review the
catchment area from which we draw our patients.




Practice Area

The immediate practice area covers addresses within the red area on the map below.
The borders of this area are:

 To the West –the railway line running from Headstone Lane station up towards
    Carpenders Park
 To the North –the Harrow/Hertfordshire border
 To the East – Oxhey Lane /Courtenay Avenue
 To the South – a small section of Long Elms, between Courtenay Avenue and
    Headstone Lane station

Any patient living within this area is welcome to register at Elliott Hall Medical Centre

If you live in the area surrounding the immediate practice area, that is outlined in blue,
you may only register at the practice if you are

1. An existing patient moving from the red area to the blue area or
2. A relative or a carer of an existing patient registered at the Elliott Hall Medical Centre
    or
3. A new patient who has moved into the blue area and is not currently registered with a
    doctor

Now we have merged our computers registrations can only be done at Elliott Hall
  Medical Centre.
REMOVAL OF PATIENTS FROM LIST

Removal of patients from a doctor’s list often causes great annoyance but it may be necessary
from time to time. The commonest reason for removal is that you have moved away from the
area. We never remove patients from our lists because they are “old or costly” or have made a
complaint (fears that are sometimes expressed.) There are times however when the relationship
between doctor and patient breaks down.

We would hope to resolve any problems amicably but this is not always possible. In these
circumstances patients are free to change doctors and likewise we feel that it is correct that
doctors should have the choice to remove patients from the list. In these circumstances we will
notify you of our reasons in writing. If we do remove you from the list for other reasons we will
write to you and explain why. We automatically remove patients who have been violent or
aggressive to surgery staff. We will not hesitate to call the police to violent patients and will
prosecute if necessary.

Visitors
The rules on this are very complicated but here goes.

If you are from the EU there is no problem you will be treated free.

Patients from non EU countries attending a hospital are not entitled to free NHS treatment unless
their country has "reciprocal arrangements" with the UK. Hospitals have details of these
countries. In reality in an emergency hospitals treat foreign nationals and may or may not
charge.

The situation with regard to foreign visitors attending GPs is more complex.

The governments policy is that patients from abroad should normally be expected to pay. BUT
the regulations state that GP is expected to provide "emergency" treatment to anybody who falls
ill and attends him and is not allowed to charge!

With regard to foreign visitors the governments definition of an "emergency" is “any condition
that cannot wait until the patient returns home.” This does not include forgotten or lost
medication.
Temporary Residents
Temporary Residents

If you are staying in the area temporarily we will be able to see you if you fall ill . Simply come
to an ordinary surgery and explain the situation to the receptionist. She will need details of your
home address and so on to complete a form. We use this form to record the problem and it is
then sent to your home GP. You will not have to pay.

Our role is to help in an emergency ; we do not give second opinions or advise on routine
matters. These should be discussed with your own doctor.

Confidentiality
Confidentiality

Our Consultations are confidential. This means that we will not tell anybody what is wrong with
you or what you have said during the consultation unless you give us your permission to do so.
Normally we will require written permission from you to disclose such information.

“Anybody” by the way means just that. We are not free to disclose information about you to your
husband/wife/mother or father without your permission.

The rules governing what information we disclose to other health workers is dealt with later
under data protection.

If you wish to bring another person with you to the consultation (e.g. your partner) then you must
accept that it will not be possible to maintain confidentiality. There are a very few exceptions to
this rule which you should know about.

   1. The Secretary of State for Health has the right to see your records without your
      permission.
   2. The Courts may order disclosure in a legal case.
   3. If you have epileptic fits and drive you are obliged by law to contact the DVLA and you
      must not drive. The DVLA normally write to us advise us that they have withdrawn your
      licence. If we believe that you have not told the DVLA we are permitted to inform them
      without your consent.
   4. Rarely if the patient withholds consent, personal information may be disclosed in the
      public interest where the benefits to an individual or to society of the disclosure outweigh
      the public and the patient's interest in keeping the information confidential.

Teenagers and children under 16.

Teenagers have the same right to confidentiality as adults even if they are below the age of
consent. If a teenager consults us we do not disclose this fact even to their parents.
Many parents may be surprised at this so a word of explanation is needed. We act in accordance
with what have become known as the Fraser principles.

In essence the doctor must be sure that the child understands the nature of the problem that they
have come with. We must be convinced that they understand the harm the illness may cause
them and that they understand the potential harm of any treatment as well as its benefits.

The doctor must try to get the child to agree to him speaking to the parents or allow him to speak
to the parents on the child's behalf.

However if the child refuses to allow disclosure of information then this must and will be
respected.

Complaints
Comments and Suggestions

We hope that you will not have cause to make a complaint. However if you feel that a problem
has arisen that you wish to make a complaint about the practice runs a complaints procedure.

1. Suggestions.

There is a suggestion box in the entrance hall, which may be used for minor problems or
suggestions. We are happy to consider any suggestions to improve things and will reply to you if
you put your name on it.

2. NHS complaints procedure

You may make a complaint in two ways.

      Through the local Primary care trust
      To the practice directly.

Complaints can be made by any one who is affected by the actions or decisions of the practice. It
does not have to be the patient or a relative. The regulations do not state if the consent of the
patient has to be sought but it would be best to do so as in order to respond fully we might have
to disclose confidential information and this cannot be done without the patients written consent
.There are regulations stating time limits but in practice you can complain at any time.

If you wish to complain directly to the practice please write , giving details of your complaint , to
the complaints manager , Mrs Marie Jolly or to one of the doctors.

The complaints manager or one of the doctors will contact within two working days of the
complaint being received. This may be by phone or letter.
We will aim to investigate the complaint and respond to the complaint within 25 working days.

When investigating the complaint we will aim to :

   1. Find out what happened and identify if and where things went wrong.
   2. Identify ways to ensure that a problem cannot occur again.
   3. Issue an apology.

If after investigating the complaint you are still not happy then you may use the appeals
procedure described on the next page.

RIGHT OF APPEAL

We hope that if you have a problem it can be resolved but if not the practice has a duty to
cooperate

PALS
PALS (Patient Advice and Liaison Service)
(www.pals.nhs.uk/) The NHS employs over a million staff in thousands of locations. It is a large
and complex organisation providing a broad range of services. It is not surprising that sometimes
you or a loved one may feel bewildered or concerned when using the NHS. And this can be at
times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS
expects all members of staff to listen and respond to you to the best of their ability. But
sometimes, you may wish to talk to someone employed especially to help you. The Patient
Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens
to patients, their relatives, carers and friends, and answers their questions and resolves their
concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their
loved ones and making changes, when appropriate.



What does PALS do?

In particular, PALS will:

      Provide you with information about the NHS and help you with any other health-related
       enquiry
      Help resolve concerns or problems when you are using the NHS
      Provide information about the NHS complaints procedure and how to get independent
       help if you decide you may want to make a complaint
      Provide you with information and help introduce you to agencies and support groups
       outside the NHS
      Inform you about how you can get more involved in your own healthcare and the NHS
       locally
      Improve the NHS by listening to your concerns, suggestions and experiences and
       ensuring that people who design and manage services are aware of the issues you raise
      Provide an early warning system for NHS Trusts and monitoring bodies by identifying
       problems or gaps in services and reporting them.



Find out more

If you would like more information about PALS, the functions it is intended to provide and the
standards it should strive to achieve , follow this link (www.pals.nhs.uk) .

Data Protection
The practice is registered with the Information Commissioner http://www.ico.gov.uk/
(www.ico.gov.uk/) for data protection purposes. You should refer to their site for full details but
there are two principle acts which all organisations holding electronic and other data have to
comply with ;

   1. Data protection Act ; this allows you to see your medical records, ensure that the data we
      hold is accurate and if there are factual errors you are able to have them corrected.
   2. Freedom of Information Act ; this is concerned with official information that may be held
      by the practice such as emails, minutes of meetings etc. The rules are more complicated
      here and you would be advised to read the ICO guidance on the link above.

The guidance from the ICO website on how to ask for information is given below and should be
sent to the Practice Manager or her Deputy if she is away.

      "Personal information (Data Protection Act and Privacy and Electronic
       Communications Regulations)

       In writing or by email, stating your full name and any names you may have been known
       by (for example, your maiden name) and your full address including postcode. An
       organisation can ask you for relevant information that will help them identify you and
       find the information you want.

      Official information (Freedom of Information and Environmental Information
       Regulations)
       In writing or by email, stating your name and an address to reply to, and clearly
       describing the information you want. It helps the organisation if you say you are making
       the request under the Freedom of Information Act or the Environmental Information
       Regulations. Requests made under the Environmental Information Regulations can also
       be made verbally."

Care Quality Commission
According to reports in the medical press the CQC (Care Quality Commission) will have access
to your medical records without your consent or knowledge. Apparently the CQC claims that
the Health and Social Care ACt 2008 allows them to access your notes on the grounds of "public
interest". It is further reported that "inspectors will let the service (the GP'S) select which records
to review. "If a GP knows a patient would not wish their records to be shared our inspectors will
honour that wish."

It is worth bearing in mind that few of their inspectors will be doctors or nurses .How we are
supposed to know that you do not wish to have your medical records inspected is another matter.

We suggest that in your own interest you may wish to let us know this so we can make a note on
your records.


Research
Elliott Hall Medical Centre is a member of the Medical Research CouncilGeneral practice
Research Framework.

From time to time, the practice is invited to join the work of thisorganisation. Research is
carefully monitored and all projects receive officialapproval. All staff involved are specially
trained.

Sometimes, the practice is involved with supporting University projects,patients may, be
approached to take part, although there is no obligation for them to do so.

Teaching and Training

The practice is very strongly committed to teaching the doctors and nurses of the future.

Dr Jenner and Dr Majus and Dr Kelshiker are recognized teachers and trainers of undergraduate
medical students and GP registrars .Dr Jenner has the position of Honorary Senior Lecturer and
Teaching Facilitator at Imperial College, London. Dr Naomi Vaughan trains our F2 doctor.

Dr's Pearce and Charlton have trained undergraduate medical students for the Royal Free
Hospital and University College Hospital.
Sister Jenner has the Post-Graduate Certificate for Teachers in primary careand is a nurse Tutor.

Doctors in Training

After qualification doctors undertake a two year "Foundation Programme" of training. Initially
foundation years one and two had to be undertaken in hospital but now F2, or foundation year 2
doctors can train in General Practice. We normally have one F2 doctor with us in the practice.

GP registrars are fully qualified doctors who have decided to make a career in General Practice.
After completion of their F2 year they embark on a three year training course in general practice.
Currently this is 18 months in hospital medicine and 18 months in general practice. In future the
length of training is to be increased to four years of which 24 months must be in general practice.
The practice normally has three GP registrars in training.


General Practice Associates have completed their general practice training . In the past most
doctors on completion of their training would become partners but nowadays increasing numbers
of doctors, are choosing to develop their career as associates instead. They do so for a variety of
reasons, for example as it offers more flexible working. The practice has four general practice
associates.

Partners have been in practice for a number of years and within our practice generally undertake
the care of patients with complex and long-standing conditions. In order to concentrate on
patients with the most complex needs the partners do not routinely see urgent cases and have
longer appointments.These measures have improved the waiting time to see these doctors (now
usually 3-4 days) and the waiting time in surgery. ALL urgent cases are now seen by the nurse
practitioners and the junior doctors.

In addition,at varying times, we also have the following learners in the practice


MEDICAL STUDENTS from ImperialCollege, UniversityCollege – London and KingsCollege,
London.

QUALIFIED NURSES under training for higher qualifications.

NURSING STUDENTS

MIDWIFERY STUDENTS

Patients are asked for their support and co-operation in helping us teach the next generation of
health professionals.

Merger- FAQ
Following our two public meetings, one for our patients on 17th November and one for the
patients of Elliott Hall Medical centre I have updated this section to reflect concerns that patients
expressed ?

Why can't the practice continue as it has always done ? We believe that small practices have a
limited future in the modern NHS. We could continue on as we have done but when we retire
fully and finally in two or three years the practice will close. We do not believe we would find
any successors.

Will I have to change doctors ? No. Not unless you want to. Once the merger takes place in April
2012 you will be automatically registered with the new merged practice.

What if I don't want to join the merged practice ? If you do not wish to remain a patient of the
practice then the PCT on 0208 427 7888 will be able to help you find a new doctor.

Does your retrement mean that you are giving up medicine ? No! There is a peculiar entity
known as "24 hour retirement". This allows you to draw your pension and then return to practice
after this 24 hours. However in the first month after retirement you are not able to work more
than 16 hours per week. Hence the changes to our appointments system. From April Dr Pearce
will be working only two days a week but Dr Charlton will continue to work full time.

Will I still be able to see the same doctor ? Yes; we believe continuity of care is important and
both doctors will be practicing after the merger. Dr Pearce will be working part time from 1st
April and we will be employing a doctor to cover the sessions he will not be doing. This doctor
will be "permanent" ; we will not be employing a succession of locums. Again this should
preserve continuity of care. We should remember that new patients are joining all the time who
have no particular preference for one doctor or the other so hopefully those that wish to see Dr P
will not have too much difficulty doing so.

Will you still visit us ? Yes. If your condition requires it we will visit you as we have always
done. This only applies to your address currently. If for example you move away from the
address where we registered you then we may not visit if you have moved out of our catchment
area (see below).

What if I move house ? As long as you are within the current practice area of the Elmcroft
surgery or Elliott Hall Medical Centre then you can continue to be registered with the practice at
the new address.

Why does the open access system have to end ? The open access system is a victim of its own
success. Surgeries are getting longer , patients are arriving later in the session -which makes it go
on for a lot longer, many patients come with minor problems that will eventually sort themselves
out, some come several times a month , we cannot employ locums as patients don't see them
when they have the choice of the resident doctor the list goes on...............Having said that as a
matter of personal preference the doctors do prefer open access its just that a system which was
fine 20 years ago when we could go home and play a round of golf after surgery (!) is not
effective in the modern NHS where there are so many different calls upon our time.
How will the appointments system work ? I will be discussing this shortly in a separate section.

When can we start going to the Elliott Hall Medical Centre ? Although we will be merged from
1st April 2012. EHMC will be engaged in building works to accommodate our patients. As you
may appreciate building works can induce a sense of stress !!! so it is unlikely that they will be
ready to see our patients at the EHMC until this work is completed in approximately October
2012.




Merger- Time Line
The time line for our merger is described here. Red text indicates a milestone that we have
passed and completed.


1st January 2012

      We move to an all appointments system
      Dr Pearce takes "24 hour retirement". He will only be available for 16 hours per week.
      Dr Charlton will be available full time
      Dr Kleinberg and Dr Khand join us as locums. They will continue to work with us during
       the next three months to cover absences of the permanent partners.

1st February 2012

      Dr Pearce returns to full time work.
      Dr Pearce on leave 20th-24th February
      During February both practices will be changing their computer systems to a mutually
       compatible one. This is vitally important for the smooth transfer of patient records to the
       new merged practice.

1st March 2012

      Dr Charlton takes "24 hour retirement" .He will be available for reduced hours during the
       first part of the month.
      Dr Pearce will be available full time.
      Dr Charlton will be away 20th-28th March.
      I nterviews take place for the replacement for Dr Pearce.

1st April 2012
       Merger takes place between Elmcroft Surgery and Elliott Hall Medical Centre. This will
        form a new partnership although it will retain the name of the Elliott Hall Medical
        Centre.
       Dr Pearce reduces commitment to 2 days per week.
       Dr Charlton continues to work full time.
       "New" GP appointed to cover the sessions at Elmcroft left by Dr Pearce's reduced hours.
       Patients continue to be seen at Elmcroft as building work commences at Elliott Hall.
        Some building work has already begun.

October 2012 approx

       Building work completes at Elliott Hall
       Transfer of "paper" notes and equipment to Elliott Hall.
       Staff now commence working at Elliott Hall .
       Dr Pearce ,Dr Charlton and "new" doctor commence seeing patients at Elliott Hall.
       Elmcroft Surgery closes.




Tests and Investigations

There are numerous types of test and a brief description is given of the main ones :

       Blood tests are the commonest tests of all and the principle types of test look at the cells
        contained within the blood [haematology tests] or the minerals, salts, sugars, fats,
        hormones and vitamins in the blood [biochemistry] or for evidence of immune disease
        [immunology]. One of the best resources for learning about individual tests , or indeed
        tests in general is to be found at

http://www.labtestsonline.org.uk/ (www.labtestsonline.org.uk/)

    


Our letter to all patients.
Over the past few months we have been giving a lot of thought to the future of the practice. The
following letter will be sent to all households where patients are registered with us . The letter
explains our plans for the future of the practice ; in short we are planning a merger with a neighboring
practice in Hatch End - The Elliott Hall Medical Centre.
Dear Patient,




I am writing to inform you of changes to the ElmcroftSurgery that we wish to make and which will
affect you.

I trust this letter will give you backgroundinformation, the principle reasons and an understanding of
the options that DrCharlton and I have considered before finally reaching the decision we have.




Background




The previous Government proposed the formation oflarger General Practices, the development of
Polyclinics and the closure ofsmall General Practices. The change ofGovernment together with the
economic state of the country has meant theabandonment of more Polyclinics. Theresimply isn’t the
money to build any more. Nevertheless there persists a strongfeeling amongst those in charge of the
NHS, as well as many GPs, that large Practicesare the future. Larger Practices are seen as offering
economies of scale, awider range of services and in future they will be able to exert more
influencewithin the new GP commissioning groups. In 2013 Practices will be responsiblefor a “real”
budget to manage patient care and the risks of balancing thisbudget are much greater for small
Practices. In the future, size will matter.




A second factor relates to the regulation of GeneralPractice. In 2013 GP surgeries will have to be
registered with the Care QualityCommission (CQC). Registration was to have begun in 2011 but
various highprofile failings of the CQC have meant that the process will now begin in 2012with
registration being in place by April 2013. The British Medical Association(BMA) estimates that 40% of
current GP premises will fail registration becausethey would not meet the CQC criteria. In
London,where many Practices still operate out of what are basically converted houses,the percentage
may be higher. For us atthe Elmcroft Surgery, failure to register successfully with CQC would mean
wecould not practise from the current building. Our Practice does not meet the required CQC
standards, as we understandthem, and we do not have the space or the money to make major
structuralchanges.




In 2013 Harrow PCT (along with all other PCTs) willbe abolished and the responsibility for the contract
which GP Practices have withthe NHS will pass to a “National Commissioning Board”. This organisation
willhave little local knowledge or be sympathetic to local needs. We have workedclosely with Harrow
PCT over many years and we wanted our future plans to beagreed and implemented in association
with them as they do have a deepunderstanding of local needs.




Against this background of change Dr Charlton and Ibegan to plan the future of our Practice, Elmcroft
Surgery. We sought advicefrom colleagues locally and with representatives of the PCT. We considered
theimplications of the changes that the new government proposed and all theoptions that we could
think of. Webalanced these with our own needs as well as the future needs of our patients.
Several options were available but one thing that both of us were clear aboutwas that after
some 27 years (Dr Pearce) and 22 yrs (Dr Charlton) in this Practicewe did not simply want
the Practice to close and our patients be abandoned totheir fate. At the same time we
realizedthe practice could not continue in its current form.




Options weconsidered:




       1. Dr Pearce would leave full time practice in April 2012 and work parttime only. Dr Charlton
           would continue in practice. We would find another Doctor to cover theremainder of Dr
           Pearce’s hours. We have considered this option but feel it isunlikely that we could attract
           anyone suitable. It would not be possible for DrCharlton to run the Practice on his own
           without drastically reducing thepatient list size. The surgery would still have to go through
           CQC registrationwhich it might fail in 2013. We do notconsider this option to be in the
           best interests of our patients.

       2. We could both resign from the NHS with effect from 31/3/2012. In thesecircumstances the
           responsibility for providing GP services to our patientsfalls on the PCT. They would consult
           with patients about the future of thesurgery and it is possible they would allow the
           establishment of another Practice.However events surrounding the closure of the Village
           Surgery lead us tobelieve that they would seek to “disperse the list”. That is to say, they
           wouldallocate patients to other local surgeries or leave patients to find their owndoctor.
           This would be disastrous for ourpatients.

       3. We could merge our Practice with another Practice. This has several advantages and is
           our preferred option.




Ourpreferred option:




To merge successfully we defined certaincharacteristics of the other Practice that we considered
essential:




       1. The Practice must be big enough for the merger to be worthwhile, interms of impending
           changes in the NHS. We would not want our patients tohave to go through the process
           again in the future;

       2. It must have the same ethos that we have. We wanted the “small” Practicefeel in a larger
            organization;

       3. We needed the other Practice to understand our approach and be willingto work with us to
           make the changes and merge successfully;
       4. Geographically the Practices should be close together and if possibleoffer better parking,
           better disabled access and better bus access than we do.




Such a Practice is to be found in the Elliott Hall Medical Centre (EHMC) in HatchEnd. Merging with
this Practice would meet all the above criteria.




We approached them in March of this year and werepleased to find that they were keen to entertain
the idea of a merged Practice.They also viewed our Practice as one with which a merger would be
beneficial toboth current Practices. We begandiscussions with the PCT shortly after and the PCT were
keen to see a Practicemerger. Since then we have had many meetings and we have now progressed
to thestage where both Practices are ready to share their plans with their patients.EHMC is writing to
their patients today (03/09/2011) and details can be foundon their website www.ehmc.co.uk
(www.ehmc.co.uk/)




We have sought to minimize the impact of the changeon our patients and there are several
advantages to the merger:




   1. A merger means that allour patients will become patients of the new merged Practice. This will
       happenautomatically. You will not have to doanything. We will continue to see and treat you
       and if necessary visit you athome as before;

   2. Dr Pearce and Dr Charlton willbecome partners of the merged Practice and will continue to work
       in the newPractice, thus ensuring there is continuity of care for our patients;

   3. Our staff will be employed inthe merged Practice provided they want to be. This is very
       important as they often have more contact with patientsthan the clinical staff (!) and, again, it
       is important for continuity of care;

   4. Both Practices will be using acomputer system that enables easy access of medical records. This
       is vitally important for continuity ofcare;

   5. Our patients will have accessto a wider range of services at Elliot Hall Medical Centre (EHMC).
       These currently include in-housephysiotherapy, phlebotomy (blood tests) and Warfarin
       monitoring. EHMC also hasa special interest in the care of the elderly;

   6. EHMC has access to betterparking, is on a bus route and has good disabled access;

   7. In the short term, the ElmcroftSurgery will continue but eventually the premises will close and
        all serviceswill transfer to Elliot Hall Medical Centre. The EHMC is situated about 1.5m further
        from us.

   8. EHMC does not run an openaccess service – it is an all appointments system. Many people will
       bedisappointed at the loss of open access but we should point out that EHMC hasan excellent
       record for patients being able to access a doctor speedily. Inpreparation for a merger we have
       decided that we will move to an appointments system at the Elmcroft Surgery from
       1stJanuary 2012.
We hope that you will understand that we have hadsome difficult decisions to make in the past few
months. We believe that ourplans offer the best option for our patients and we hope you will
supportthem. This letter is being sent to allpatients who are currently registered with us and released
simultaneously withthe letter to EHMC patients. It is also available on our website. Wewill be
organizing a meeting for patients to discuss the merger on 17thNovember at Nower Hill High
School. ( Please check with the surgery nearer thetime to confirm this)




Keypoints and time-line for the merger:




    At the Elmcroft Surgery therewill be no open access from 1st January 2012. It will be an
        appointments system only.




    Until April 2012 we willcontinue working as separate Practices, although some services (such as
       takingblood, for example) may move to EHMC.




    On 1st April 2012 all thepartners at EHMC (Dr Jenner, Dr Majus and Dr Kelshiker) and ourselves
       will signa new contract with the PCT thus merging the two Practices.




    From 1st April 2012all the patients registered with us and all the patients registered with
        EHMCwill be patients of the new enlarged Practice. We have agreed that the name of the
        new Practice will remain ElliottHall Medical Centre (EHMC).




    Dr Charlton will continue towork full time and Dr Pearce part time for Elliot Hall Medical Centre
       fromApril 2012.




    If still operating from separatepremises, doctors from EHMC will consult at Elmcroft Surgery to
        cover thosedays when Dr Pearce is not working.




    Once building works at EHMC arecomplete, the Elmcroft Surgery premises will close and all
       services will betransferred to Elliot Hall Medical Centre.
Inaddition….




Within the next 6 months Nurse Pearce, DoctorPearce will be drawing their pension; due to legislative
requirements, theymust take 24 hours off and then only work a maximum of 16 hours per week in
thefirst month after drawing the pension. Nurse Pearce will do this in Novemberand Dr Pearce in
January.




Due to this, the Elmcroft Surgery will be fullycovered by Dr Charlton in January 2012 but Dr Pearce
will only be part time inJanuary. We will be employing additional doctors to cover his sessions and
whenDr Charlton is away in March on holiday. We hope to employ a doctor who alsoworks at EHMC ;
we believe thiswill smooth the transition when themerger occurs. We will also be employing locums
during this time. We willpublish a timetable of the changes as soon as possible,




Ear ache in children
If your child develops earache suddenly the best treatment to give is painkillers such as
ibuprofen or paracetamol. Antibiotics are not needed in the first 24 hours as the majority (60%)
of children will be pain free by the next day whether they take antibiotics or not. If the childs ear
has discharged or if they are still in pain we should see the child at the next surgery. They do not
need to be seen immediately. Use a flannel to clean the OUTSIDE of the ear and NEVER
NEVER NEVER use cotton buds to clean an ear EVER.


Private Fees
Sadly the good things in life are not free and we are entitled to charge a fee for filling in some
types of forms, private certificates, and for doing some medical examinations. These fees are
charged as they are not covered by the NHS and are a private arrangement between the patient
and doctor.

Pre-Employment, Racing Driver, HGV,PSV,Taxi Driver - £120.00

Additional requirements such as ECG’s or CXR’s will be charged separately. Other reports or
examinations are charge on an individual basis according to the work involved

Road Traffic Act 1988
The driver of a vehicle involved in a road accident must pay the first doctor who administers care
a fee for attending each person involved in the accident. The fee is payable even if the driver is
not the injured person. The fee is payable even if you attend hospital and you will be given a
receipt so you may reclaim it from the insurance company. In itself this fee does not affect your
no claims bonus. The current fee is £21.30

PASSPORT APPLICATIONS

We are sorry but we do not complete passport applications any longer.

PRIVATE HEALTH CLAIM FORMS - £20

We charge a fee for completing claim forms for BUPA PPP WPA etc. The fee is for confirming
that you have been referred by us. We do not charge for the referral as such and we do not get
any fees from the consultant for referring. If you refer yourself to a specialist without consulting
us we will not be able to verify the claim and the insurance company may not pay you.

PRIVATE CERTIFICATES - £15

E.G. to confirm fitness to fly etc.. Certificates for employers for periods of
illness less than one week.



FREEDOM OF INFORMATION ACT

At the time of writing the fees had not been set. Most information will be free but we reserve the
right to charge for some forms of information.

Staff Details
These pages tell you about all our staff and their different roles. Elliott Hall Medical Centre is
exceptionally well regarded as a practice that trains our future general practitioners to a very high
standard. For more information about general practice training please see the page opposite
entitled Teaching and Training.

Sister Jenner ,Sister Goss and Sister Mann are nurse practitoners and independent nurse
Prescribers. They can see a whole range of problems from a tummy upset to chest pain,
emergency contraception to ear ache or flu-like illness. All staff support and help each other, if
anybody is in doubt about a problem there are always others in the practice who can advise.

For the smooth running of the practice and for the benefit of our patients it is essential we have a
strong management team and this is ably provided by Rupa our practice manager supported by
Marie our deputy practice manager and Carole our IT manager. We have in addition 17
receptionists -my apologies for not expanding on each of their roles.
Doctors
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            Status :Partner

            Qualifications : BSc, MBBS, DGM, FHEA, FRCP, FRCGP

            Dr Jenner joined the practice in 1989. He qualified at University College
            London. He has special interests in diabetes, asthma, elderly care and
            teaching and research in general practice.. Chris is the Primary Care Trust
            clinical lead for Older People which entails developing services for older
            people in Harrow. He also chairs the Medicines Management Comittee
            for older people helping to develop better prescribing for older people. He
            is also the Provost for the North West London Faculty of the Royal
            College of General Practitioners.
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            bidi-language:#0400;}

            Partner

            MBBCh, MRCP(UK), FRCGP

            Dr Majus joined the practice in 1996. She qualified at the University of
            Witwatersrand (South Africa) in 1977. Her special interests lie in
            paediatrics, palliative care, family planning, mental health and teaching.
Dr Ashok    /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table
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            bidi-language:#0400;}
            Partner

            MBChB, DCH, DGM, MRCGP, DipPracDerm

            Dr Kelshiker joined the practice in November 2002. He qualified at
            Manchester Medical School in 1993. He has special interests in
            dermatology, diabetes, and elderly care. He also enjoys teaching medical
            students.
Dr Kevin    Partner
Pearce
            BSc MB BS DCH DRCOG MRCGP Qualified in 1980 from the
            Middlesex Hospital London. Particular interests: skin problems and the
            role of mathematics in medicine! Worked as a clinical assistant in
            Dermatology at Northwick Park Hospital for 16 years before he had had
            enough!

            He joined EHMC from the Elmcroft Surgery with the planned merger of
            the practices.As from April he now only works two days a week on
            Monday and Tuesday.
Dr          Partner
Jonathan
Charlton    MB BS DRCOG MRCP(UK) Qualified from Newcastle University in
            1978. He has worked as a clinical assistant in rheumatology and
            dermatology. His expertise in rheumatological problems means he
            undertakes joint injections for patients who require one.

            He joined EHMC from the Elmcroft Surgery with the planned merger of
            the practices.He continues to work full time.
Dr Sharon   General practice Associate
Kleinberg
            Qualifications : MBBS DCH DFSRH MRCGP

            Dr Kleinberg originally joined the practice in August 2000.She qualified
            from University College London Medical School in 1996. Dr Kleinberg
            has special interests in paediatrics and genitourinary medicine (GUM) as
            well as taking part in teaching medical students.
Dr Naomi    General Practice Associate
Vaughan
            Qualifications :MBBS FRCS(Eng) DRCOG DCH DFFP MRCGP

            Dr Vaughan joined the practice in February 2003. She qualified from St
            Mary's Hospital, London (now Imperial College) in 1991. She has special
            interests in women's health and minor surgery, having previously worked
             as a surgeon in hospitals.
Dr Ali       General Practice Associate
Dhankot
             Qualifcations :

             Dr Dhankot joins us having worked at the Enderley Road surgery. He
             joins us at ES on Fridays as well as working at Elliott Hall during the rest
             of the week.
Dr Lisa      General Practice Associate
Francis
             Qualifications
Dr Jane      GP registrar
Williams
             Qualifications
Dr Rakhee    GP registrar
Lakhani
             Qualifications
Dr Sumi      GP Registrar
Sukumar
             Qualifications ;
Dr           Foundation Year 2 Doctor
Catherine
Atkin        Qualifications


Nurse Practitioners
Sister      Helen is our most senior nurse responsible for organising the nursing
Helen       within the practice. As a nurse practitioner she regularly sees patients with
Jenner      acute medical problems . She is also actively involved with the training of
            student nurses.
Sister
Mary
Goss
Sister
Julia
Mann


Nurses
Sister Ann Mrs Pearce has been our principle nurse at Elmcroft for the past 16 years
Pearce     having previously been a sister on a surgical ward.During this time she
           has undertaken her Diploma in Practice nursing, Diploma in Asthma and
             has also become a nurse prescriber. She undertakes the majority of our
             nursing duties.
Sister Ruth Ruth is our nurse with an interest in diabetes and is responsible for doing
Godfrey     all our "diabetic" checks. She is with us on Wednesday morning and all
            day Thursday.
Sister
Angela
Bradley
Sister
Sally
Pople


Practice Management
Mrs Rupa     Rupa is our practice manager and as such has overall responsibility for
Yagnip       seeing that all things managerial run smoothly in the practice.


Mrs Marie Marie is our deputy Practice Manager. She is second in line to Rupa in all
Jolly     things managerial and has particular responsibility for ensuring that the
          reception works smoothly.

Mrs Carole Carole is our IT wizard responsible for ensuring the practices IT runs
Dixey      smoothly.


Administration
Ms         Laura is our IT and training coordinator and helps Carole implementing our
Laura      IT needs.
Knight
Mrs        Sue is our QOF and recall administrator. QOF ? well it stands for Quality
Susan      and Outcomes Framework a series of benchmarks set by the government
Knott      against which the practice is judged. The QOF is measured in a series of
           "points" and as everybody knows "points means prizes" in our case literally
           as our pay depends on us scoring highly in the QOF. The practice regularly
           achieves maximum QOF points.


Reception
Ms Cathy Morell     Cathy has a dual role , she is a member of the reception team as
                    well as being one of the practices phlebotomists.
Ms Chris Elton      Chris works for our reception team and also works as a
                    phlebotomist.
Ms Jackie           Jackie is a member of our reception team.
McHardy
Ms Helen Gordon Helen is a member of our reception team.
Ms Gloria Smith     Gloria is a member of our reception team.
Ms Bhavini Popat Bhavini is a member of our reception team.
Ms Manjula Nanji Manjula is a member of our reception team.
Ms Carole Trump Carole is a member of our reception team.
Ms Emer             Emer is a member of our reception team.
Coleman
Ms Linda Walters Linda is a member of our reception team.
Ms Julia Cronk      Julia is a member of our reception team.
Mrs Val Pelling     Val is a member of our reception team.
Mrs Tara Cross      Tara is a member of our reception team.
Mrs Nayna Mistry Nayna is a member of our reception team.
Mrs Susan Finch     Susan is a member of our reception team.
Mrs Linda Ward      Linda is a member of our reception team.
Miss Evelyn         Evelyn is a member of our reception team.
Paluzskevit


Community Nurses
 The district nurse can be contacted on : 020 8863 0640 . She operates from Caryl
 Thomas Clinic in Headstone Drive


Health Visitors
 Our Health visitor runs the baby clinic and advises on all aspects of child care. Health
 visitors can be contacted on 020 8427 4488


Attached Staff
Ms Jemma      Chiropodist (Private only)
Klein
              Qualifications BSc (Hons) MChs SRCh

              Private Appointments Tel: 020 8922 0426 / 020 8203 3078 Mobile: 0781
              43852
Mr Martin   Registered Osteopath
Tunwell
            Qualifications BSc (Hons) DO( Hons)

            Private appointments only . Martin is in attendance Monday am,
            Tuesday pm, Wednesday am and pm, and Friday am.

            Private appointments only - Tel: 01923 2221303
Mrs         Rosemary is familiar to patients at both EHMC and ES as she has been
Rosemary    the dietician at both practices for some years.Based at Northwick Park
Seddon      Hospital, Nutrition & Dietetics Department, the Dietician runs a clinic at
            Elliott Hall Medical Centre. Access to this service requires referral from
            one of the clinicians in the practice.
Sister      Debbie works for the local Consultant led diabetes team. Every month
Debbie      she comes to the practice to help and advise with the care of our more
Lawrence    complex diabetes cases.

				
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