1. science
2. medicine
3. surgery

WARE ROAD SURGERY
77 Ware Road, Hertford, Herts SG13 7EE
PRACTICE LEAFLET
Website: www.wareroadsurgery.co.uk
OPENING HOURS
Monday to Friday 8:00am to 6:30pm
Telephone lines open 8:30am
Saturday 9.00am to 11:30am
Telephone:
01992 414500
PLEASE USE OUR AUTOMATED
CHECK-IN SCREENS
CHECKING IN FOR AN
APPOINTMENT?
USE THE AUTOMATIC TOUCH
SCREENS
IT’S EASY – FOLLOW
INSTRUCTIONS ON THE
SCREEN
It asks for the day and month of
YOUR BIRTH
not today’s date
USE OUR WEBSITE TO BOOK A
ROUTINE APPOINTMENT PLEASE REGISTER WITH THE
PRACTICE FIRST.
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Partners
Dr Jawad Shahzad MBBS (2000) MRCGP DFSRH
Partner
Dr Victoria Kerry MBChB DRCOG MRCGP
Partner
Dr Adeola Jimo MBBS DRCOG MRCGP
Salaried
Dr Sadia Naseer
Salaried
Practice Nurses
Nicola Smith RN 1991, Practice Nursing ASI
Glenda Grant RN
Practice Staff
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Mrs
Karen Cassell DPCHM
Heather Wren
Jan Cormack
Fiona Stracey
Sharon Wood
Jacqueline Ronco
Jackie Barton
Denise Jones
Debbie Taylor
Tina Axford
Lisa Hill
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Practice Manager
Office Manager
Secretary
Registrations
Reception
Reception/Summariser
Reception
Reception
Reception
Reception
Reception – Health Care
Assistant/Reception
OUR SURGERY
Welcome to Ware Road Surgery.
We are a long established practice in Hertford and moved to our current
premises from Queens Road in 1988.
This leaflet is for both new and existing patients and those considering
registering with us. It tells you about our services, how to access them
and some general information about how our practice operates.
DISTRICT NURSES
We have a team of community district nurses who provide shared care
for our patients who are unable to attend the surgery.
MIDWIFE
We maintain a close liaison with the community midwife. She holds a
weekly antenatal clinic at the surgery.
HEALTH VISITORS
The health visitors are based at Hertford County Hospital and can be
contacted by telephoning 01707 369148. They will be pleased to help
and advise on all child health matters.
THE STAFF
All our staff will treat you with courtesy and respect at all times and do
their best to assist you. By the same token we expect patients to treat
our staff appropriately and would advise you that ANY PATIENTS WHO
ABUSE STAFF will be asked to register elsewhere. Our reception staff
deal with all aspects of your requests and enquiries and our Practice
Manager supervises the efficient running of the Practice.
PARKING AT THE PRACTICE
Unfortunately there is very limited parking space at the surgery and we
are not even able to accommodate our staff.
Please do not park in either the doctors’ parking spaces. Also please do
not block cars in as doctors need to get out to attend urgent visits.
There is free car parking available in both Tesco and Wickes car parks,
approximately a 10 minute walk away.
Your co-operation will be greatly appreciated.
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PRACTICE AREA
Our Practice area covers Hertford, and west of Ware High Street and the
following villages of Brickendon, Bayford, Little Berkhampstead,
Wadesmill, Hertford Heath, Letty Green and Cole Green. Please check
the practice area map on our website to make sure you are within the
catchment area.
If you wish to register with the practice our
Registrations Clerk, Fiona Stracey will be happy to answer your queries.
You can contact her on 01992 414500.
APPOINTMENTS
Appointments with the doctor and practice nurses are made via
reception, on the telephone or via the internet (see overleaf). Please
remember for your convenience to book as far ahead as possible for a
routine problem. Our surgeries are held between 9.00- 11:30 a.m. and
3:00 - 5:30 p.m. Monday to Friday then 09.00– 11:30 a.m. on Saturday.
Appointments are bookable in advance and are at 10-minute intervals
and we would encourage you to book an additional appointment if extra
problems need to be addressed.
Although you will be registered with the practice, you can express your
wish to see the GP of your choice, should they be available.
To allow for emergency access, a number of appointments are held for
each GP and released on the day.
Also we keep emergency
appointments specifically for children.
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SATURDAY SURGERY
Saturday morning appointments are available for pre-booking between
09.00 a.m. and 11:30 a.m. but there are no facilities for emergencies or
home visits. These requests will be directed to our Out of Hours
Provider, 111
SYSTEM ONE ONLINE ACCESS
It is now possible to book your routine appointment in advance through
SYSTEM ONE Access over the Internet. It is also possible to cancel
appointments via the Internet.
You can also order repeat prescriptions using this system.
It will be necessary for you to register with the Practice to obtain the
relevant access code and pin number. Please contact Reception in
person as passwords cannot be given over the phone.
AUTOMATED PATIENT CHECK-IN
We have introduced an automated system which allows patients to
check themselves in for any booked appointment whether with the
doctors or nurses. It is very user friendly and has on-screen instructions.
It will ask your gender, the month you were born and then the day of
that month. The final screen will ask you to confirm the entry is correct
and it will then search the appointment system and confirm you are
booked in with the doctor or nurse.
Our hope is that this will not only reduce the need for queuing but also
release the receptionists to answer the phones and queries at the desk.
REPEAT PRESCRIPTIONS
This is a computerised procedure and there will be a tear off slip on the
right-hand side of your prescription, which you can use to request
repeat medication. This may either by sent to us by post, as well as
bringing in personally by putting it in the box in reception. If you
require the prescription to be posted back to you, please ensure that
you enclose a stamped addressed envelope.
You can also order your repeat prescriptions on our website:
www.wareroadsurgery.co.uk
Whilst on repeat prescriptions you will be asked from time to time to
see the doctor to ensure that the medication is working and that the
dose is correct. Please ensure that you always have sufficient tablets to
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last over the weekend and public holidays when the surgery is closed.
As recommended by the Department of Health, and in line with other
local surgeries, the practice has introduced a 28-day repeat prescribing
policy for patients who are exempt from paying for their prescriptions.
This policy has been recognised by the NHS as achieving the best
possible balance between patient convenience, good medical practice
and minimal drug wastage. The surgery participates in repeat dispensing
which means that we can provide you with a batch of prescriptions for
up to 12 months. This saves you from having to come to the surgery to
request another prescription. This service is for patients who have
regular medication and are currently stable. Please ask your doctor if
you qualify and would like this option.
Most chemists in the area operate a prescription collection service from
the surgery. Your prescription request will need to be handed in to us
first and will then be collected by the chemist of your choice. Some
chemists will deliver to your home. Please ask the receptionist for
details.
If you require your prescription to be collected by a local Pharmacy,
please complete the relevant section on the repeat request slip.
We regret that we cannot accept requests for repeat prescriptions by
telephone.
PLEASE ENSURE THAT YOU ALLOW TWO FULL WORKING DAYS FOR YOUR
PRESCRIPTION TO BE READY AND ALLOW EXTRA TIME IF YOUR PRESCRIPTION IS
BEING COLLECTED BY A LOCAL PHARMACY.
Electronic Prescription Service (EPS)
A new way to get your medicines
The Electronic Prescription Service (EPS) is an NHS service. It gives you
the chance to change how your GP sends your prescription to the place
you choose to get your medicines from.
What does this mean for you?
 If you collect your repeat prescription from your GP you will not
have to visit your GP practice to pick up your paper prescription.
Instead your GP will send it electronically to the place you choose,
saving you time.
 You will have more choice about where to get your medicines from
because they can be collected from a pharmacy near to where you
live, work or shop.
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 You may not have to wait as long at the pharmacy as there will be
time for your repeat prescriptions to be ready before you arrive.
To find out more, including if this service is right for you and how to use
EPS, visit www.hscic.gov.uk/epspatients.
Alternatively, ask your
pharmacy or your Surgery.
CONSULTATIONS
Patients often have several reasons for seeing the doctor and it is
helpful if these are listed briefly at the beginning of the consultation. If
you are seen as an emergency the doctor will only be able to deal with
the urgent problem. Please remember that a separate appointment is
necessary for each patient and requests for ‘fitting in’ other members of
the family unnecessarily delays the doctor.
If you have any urinary symptoms please bring a urine sample with you
in a small clean container and complete a form detailing symptoms.
CHAPERONE
A chaperone will be provided if requested.
Please advise the
receptionist or the doctor at the time of consultation. If you would like
a copy of our Chaperone Policy, please ask the receptionist.
HOME VISITS
If you need a home visit please telephone before 10.30 a.m. if
possible. You may well be requested to attend surgery as home visiting
really should be restricted to the very elderly, disabled, or terminally ill
patients.
EMERGENCIES
If case of emergency, please ring 01992 414500 for advice giving full
details of the name, address, telephone number of patient and their
registered GP and the problem. At night our answer phone will supply
you with our Out-of-Hours contact details.
If you are experiencing Chest Pains you must call an ambulance and go
to hospital immediately.
CASUALTY SERVICES
There are no casualty facilities at the surgery. The nearest Accident
and Emergency Departments are at Lister Hospital, Stevenage or
Princess Alexandra Hospital, Harlow.
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OUT OF HOURS
The practice is a member of the NHS 111 Service.
Outside normal surgery hours please telephone 111. All calls to this
service are free.
You should use the NHS 111 service if you urgently need medical help or
advice but NOT in a life-threatening situation.
Call 111 if:
service
do next.
The 111 switchboard operators will assess each call and transfer it to the
appropriate service ie 999, A&E, Herts Urgent Care, Nurses and GPs etc.
When the surgery is closed our answering machine will tell you to call
111.
111 is not to be used for a life-threatening situation and should not
be called instead of 999
COMPLAINTS PROCEDURE
If you have a complaint which cannot be resolved by a member of staff,
the Practice Manager is always happy to discuss this with you.
Complaints should be made to Mrs Karen Cassell, the practice manager,
in writing. Mrs Cassell will acknowledge your complaint and give you
advice concerning the stages of the complaints procedure.
Please also refer to our complaints procedure which is located in the
waiting room and can also be found on our website.
CONFIDENTIALITY
Important Information About YOUR Information
Shortly after you register with the practice we will receive your NHS
medical record from your previous doctor. This will be updated to
record any healthcare you receive while with us and then be sent to
your next GP if you leave. In the past these records were on paper/card
but increasingly they are held on computer. At ware Road Surgery all
new information about you is now recorded on the computer.
All NHS staff have a duty to keep your personal information confidential.
You have the right to confidentiality and to know the circumstances in
which we would share this information with others. You also have the
right to decide whether your information can be disclosed or used in
particular ways.
At Ware Road surgery we take various steps to protect confidentiality.
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For instance we only give test results to the person concerned or their
parent, if a child. If you want someone else to be given your results
please arrange this with us in advance.
Young people of 16 or over can consent to treatment themselves and are
entitled to the same duty of confidentiality as adults. Those under 16
who have the capacity and understanding to take decisions about their
own treatment are also entitled to make decisions about the use and
disclosure of information they have provided in confidence.
We will use information about you in the course of providing you with
healthcare. For instance when we write to refer you to a specialist we
will include information on relevant past medical history and the
medication you take. Other health professionals who care for you, such
as district nurses and health visitors, will also be able to see your
medical record.
If you need social services we will discuss this with you and will tell
them what they need to know in order to provide you with appropriate
care.
We will also use your records to ensure that we are continually
improving our service to all the patients registered with us. This is
called 'clinical audit' and involves measuring the care we provide and
comparing it to national standards, guidelines etc. This is done by
practice staff and occasionally by pharmacists from the Primary Care
Trust working in the practice on our behalf.
Most NHS management is done using total numbers and other
anonymised information but personal information is sometimes needed
such as for the recall systems for children's immunisations and cervical
smears. If you suffer a side effect of a new medication we will report
this in a partially anonymised form. The NHS keeps records about certain
conditions such as cancer and if you have received treatment for such a
condition we will be asked to update a central register on your progress,
also in a partially anonymised form.
Where information about you is requested for purposes other than
healthcare e.g. research, insurance or legal matters we will only divulge
it with your specific written consent.
There are certain situations in which we are legally obliged to give
information about you. For instance, if you suffer from certain infectious
diseases e.g. food-poisoning, we must report this to the public health
authorities. Also, if we have concerns that a child may be being abused
we are obliged to inform the statutory agencies.
If you have any questions or concerns about confidentiality or want to
make specific choices about the use of your information, please ask to
speak to Mrs Karen Cassell, Practice Manager or download our leaflet on
data protection and access to medical records leaflet.
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OUR PATIENT GROUP
Towards the end of 2013, we set up our Patient Participation Group.
The group is an opportunity for patients to be more involved in the
range and quality of services provided by the surgery and to give their
views on what the areas of priority are, and where they can be
improved. It will also give patients a change to help ensure services are
responsive to needs, and to be a voice for the needs of our patients.
So far the meetings have been very constructive and suggestions have
been made by members that we have already put in place.
We are always looking for new members who are willing to give a small
amount of their time, usually on a weekday evening every 3 months or
so, who would like to be a proactive partner to the surgery and not just
a passive recipient of the care we provide. Through this website patients
can also join the group virtually.
WHAT IS A PPG?
The main aim of the group is to create a dialogue between Doctors,
Patients and Employees of Ware Road to shape GP, hospital and
community services for the future.
We are also involved with other PPGs at locality meetings and in a wider
scale, represent our Area Group at Clinical Commissioning Group
meetings to develop the NHS for the future.
HOW CAN YOU BE INVOLVED
As a patient of Ware Road Surgery you are automatically a member of
the PPG and can be involved as much or as little as you wish. We hope
that you will attend some of our workshops or sessions organised with
the help of experts.
It would be good if you would like to be kept informed of the group’s
activities. Please register your interest by completing a PPG registration
from available at reception or on line to join our database.
Although as a group we are in our infancy, with your help we can kick
start the group to become more involved in the local NHS issues and
help arrange local help groups on a variety of topics such as diabetes,
healthy lifestyle and smoking.
We believe this new group will also help influence the decision making
process when redesigning existing services and creating new health
services locally, regionally and nationally.
The main purpose of the group is about patients taking ownership and
working with the practice to:
 Advise the practice on what matters most to patients
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 Identify solutions to problems
 Foster improved communication between the practice and its
patients
 Help patients to take more responsibility for their health
 Provide practical support and help to implement change
 Think about the wider patient interest and not just their own
personal concerns
 Always work constructively and positively, helping to identify
solutions
 Work in partnership with the practice and other local organisations
The group is not a:
 Forum of individual complaints and single issues
 Vehicle to resolve individuals own personal issues
Are you aged over 16 years and interested in joining our Patient Group
Email group?
If the answer is YES and you are happy for us to contact you periodically
by email, please complete the Patient Group form by filling out the form
on our website or in person at the surgery.
THIS IS YOUR HEALTH SERVICE AND YOUR GP PRACTICE- HELP US
MAKE IT BETTER.
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Facilities at the Surgery
Our aim is to keep our patients fit and healthy. Prevention is far better
than cure and many serious conditions can be prevented by a healthy
lifestyle.
Appointments for the following health clinics can be made through the
reception staff:
Diabetes
Asthma
COPD
Smoking cessation
Full maternity care - the GPs do not attend home deliveries but they can
be arranged with midwives in attendance
Well-person screening
Heart disease
Hypertension
Menopause advice
IUCD (coil fitting & removal) Contraceptive implants
CHILD HEALTH SURVEILLANCE
All the doctors are eligible to provide CHS services. An appointment will
be offered by your doctor when your child is 8 weeks of age. It is
therefore very important that you register your baby as a patient of the
Practice as soon as possible.
DISTRICT NURSES
Our District Nurses provide a domiciliary service for the care of acutely
and chronically sick patients as well as advising on incontinence and the
supply of various aids. They are based at Hoddesdon Health Centre.
HEALTH VISITORS
The Health Visitors will be pleased to advise on health matters for the
under 5s, e.g. feeding difficulties, hearing problems etc.
MATERNITY SERVICES
Antenatal Clinic
Wednesday 1.30 - 4.30pm. Patients are seen by the midwife at the clinic
by appointment.
Baby Clinic
The baby clinics are held at Hertford County Hospital on Tuesday
afternoons for child development checks and immunisations and to allow
an opportunity to discuss other problems, eg sleeping, feeding and child
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health worries with a health visitor. Childhood immunisations are carried
out during routine nursing surgeries by appointment.
PRACTICE NURSES
Asthma Clinic
This is run by the practice nurse by appointment.
COPD Clinic
This is run by the practice nurse by appointment.
Travel Vaccinations
Travel vaccinations are done by appointment system with the nurse. In
the first instance a Travel Questionnaire should be requested from the
surgery, or downloaded from our website, completed and returned to
enable the nurse to determine what vaccinations you need. Ideally this
should be planned six weeks before travelling; however, if time is
limited, the nurses can still offer valuable advice.
Please remember that it is essential to follow the necessary preventive
measures before travelling abroad. You can obtain from the information
from the Department of Health website http://www.dh.gov.uk where
you can also apply for a European Health Insurance Card which replaces
Form E111 – free of charge.
If you have left booking your travel vaccinations too late, you can visit
this website for further information www.fco.gov.uk/travel.
Flu Vaccination
An influenza vaccination is particularly recommended for patients with
asthma, heart, neurological disease, immuno suppression, liver, lung or
kidney disease, diabetes, carers, patients over 65 years of age and
residents of nursing and rest homes. Please contact the reception staff
in September for details of the vaccination dates and to make an
appointment. If you are housebound, a home visit will be arranged to
undertake this facility.
Named GP for patients aged 75 plus
From April 2014, all patients aged 75 and over will have a named GP who
will have overall responsibility for the care and support that our surgery
provides to them. They will work with other relevant health and care
professionals who are involved in your care, to ensure that your care
package s your individual needs.
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TEST RESULTS
If you have had a blood or urine test it usually takes approx. one week
for the result to be received back at the surgery. X-rays take on average
ten days to be reported backed to us.
Please avoid telephoning for results early in the morning when surgery is
very busy and wherever possible phone after 2 pm.
IMMUNISATION SCHEDULE
2 months
Diphtheria, Tetanus, Whooping Cough, HIB,
Pneumococcal and Polio
3 months
Diphtheria, Tetanus, Whooping Cough, HIB,
MenC and Polio
4 months
Diphtheria, Tetanus, Whooping Cough HIB,
MenC, Pneumococcal and Polio
12 months
HIB and MenC
13 months
MMR (Mumps,
Pneumococcal
3-5 years
Booster Diphtheria,
Cough, MMR and Polio
10-14 years
Rubella for girls who have not had MMR
previously
15–18 years
Tetanus and Polio
Measles,
Rubella)
Tetanus,
and
Whooping
BCG is not given routinely - only to people at risk.
Tetanus Booster as required.
All immunisation procedures are given by the Practice Nurse except
BCG.
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DISABLED PATIENTS
Wheelchairs can be used to access the Health Centre, including toilet
facilities. A special Disabled Reception Desk is available which can be
opened for your convenience and a consulting room has been specially
adapted to accommodate wheelchairs. In case of any difficulty
whatsoever please do not hesitate to ask a member of our staff for
assistance.
MEDICALS
Insurance Company medicals and other medical examinations, e.g.
fitness to drive, HGV etc. are carried out by some of our doctors, for
which a charge is made.
Please contact reception for details of how appointments are organised
and the current list of fees.
MEDICAL CERTIFICATES
There is no need for you to consult the doctor to obtain a selfcertification of illness (SC2) form for your first five working days of
sickness. This form can be downloaded from the HMRC website.
PRIVACY
If you have a private matter to discuss, away from the reception desk,
please do not hesitate to ask and we will accommodate you.
CHLAMYDIA
Around 50% of men and 70-80% of women who get the chlamydia
infection will have no symptoms.
The important things to know about chlamydia are:
For most people chlamydia has no symptoms, so you probably won't
know if you or your partner(s) have it without having a test.
Chlamydia is the most commonly diagnosed STI in England and rates are
increasing.
Untreated chlamydia can have serious long term health implications,
and may lead to infertility (being unable to have children).
If you are sexually active and under 25 years old, you should be tested
for chlamydia annually or on change of sexual partner.
Chlamydia is easily tested for and easy to treat – you don’t need to be
examined.
Any form of unprotected (without a condom) sex can put you at risk of
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catching chlamydia, including oral sex.
If you are 16 to 24 years old you can get a free and confidential
chlamydia test here at the surgery.
WASTED APPOINTMENTS
We unfortunately have a number of wasted appointments each week
where patients fail to advise us in advance that they will not be
attending.
You are able to cancel an appointment via our telephone system 24
hours a day or via our website if you have registered with us for use of
System One online.
If you are unable to keep a booked appointment please advise us as
soon as possible so that this time may be offered to another
patient.
TEXT MESSAGING
We now have a text messaging service which reminds patients 24 hours
before their appointment is due. Please let us have your mobile number
to allow us to remind you!
CCG SHUTDOWNS
The GPs are required to attend clinical seminars for their continuing
education which are arranged by the Upper Lea Valley CCG. On these
occasions the surgery will be closed at 12:30 p.m. Therefore there will
not be any clinical staff at all on the premises during these shutdowns.
Prior notice is given by publishing notice in the waiting room and on our
front doors. We also send a copy of these notices to all pharmacists who
deliver/collect prescriptions.
PRACTICE WEBSITE
As you will see from our front cover, we now have a website. You are
able to make a request for an appointment or cancel your appointment
via System One online and also order your repeat prescriptions.
You can also downlaod registration forms and many other useful leaflets
to save you time visiting the surgery.
EMERGENCY DENTAL TREATMENT
If you need emergency dental care when your dentist is closed, you can
phone 03000 33 32 24.
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LOCAL PHARMACIES
Tesco In store pharmacy
Ware Road
Hertford
Herts SG14 1QA
Tel No: 0845 6779347
Sheffields Pharmacy
64 Fore Street
Hertford
Herts SG14 1BT
Tel No: 01992 582965
Sanjivani Pharmacy
34 Fleming Crescent
Sele Farm
Hertford
Herts SG14 2OJ
Tel No: 01992 534299
Co-operative Pharmacy
14 Maidenhead Street
Hertford
Herts SG14 1DR
Lloyds Pharmacy
5-7 St. Andrew’s Street
Hertford
Herts SG14 1HZ
Boots
17 Bircherley Green
Hertford
Herts SG14 1BN
Tel No: 01992 583233
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LOCAL WALK IN CENTRES
SPRINGHOUSE WALK-IN MEDICAL CENTRE
Healthcare advice and treatment is provided at Springhouse Walk-In
Medical Centre at Ascots Lane, Welwyn Garden City, Herts, AL& 4HL. Tel:
01707 294354
Seven days a week 8.00am – 8.00pm.
HARLOW WALK-IN CENTRE
Healthcare advice and treatment is provided at Harlow NHS Walk-in
Centre in the ambulance station at Wych Elm, Harlow. Tel: 01279
694775
Monday to Friday 7.00am - 10.00pm
Saturday, Sunday and Bank Holidays 9.00am - 10.00pm
ZERO TOLERANCE - VIOLENCE AND ABUSE
The practice will not tolerate violence or abuse from patients. Violence
against practice staff is a crime and we will press for the maximum
possible penalty for anyone who behaves in a violent or abusive way.
Patients who are violent or abusive will be removed from the practice list.
CLINICAL COMMISSIONING GROUP
We are part of the East and North Hertfordshire CCG whose principal aim
is to improve the health of its population.
East and North Hertfordshire Clinical Commissioning Group (CCG) is the
organization responsible for commissioning (planning, designing and paying
for) your NHS services. The CCG is made up of local GPs and health
professionals, working together with other clinicians and patients, to
decide how the local NHS budget of £611m should be spent.
The CCG serves over half a million people (552,900) registered at 60 GP
Practices across east and north Hertfordshire. Our GPs understand
the health needs of their patients, and we believe this local approach to
commissioning helps ensure good quality services that meet the needs of
the population.
The CCG’s mission is:
 To reduce health inequality and achieve a stable and sustainable
health economy by working together, sharing best practice and
improving expertise and clinical outcomes.
 To work with patients, manager and clinical colleagues from all
sectors to commission the best possible healthcare for our patients
within available resources.
Find out more about your Locality Group, the lead GPs and the health
priorities in your area click on the following website
http://www.enhertsccg.nhs.uk/about-us
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PUTTING CHILDREN FIRST
Please remember that no matter how difficult your
problems are your Midwife, Health Visitor, School Nurse
or GP is there to help and support you in caring for your
child/children.
Below are some contacts you may find useful in a crisis.
Parentline Plus
0808 800 2222
www.parentlineplus.org.uk
Young Minds
Freephone 0800 0182138
www.youngminds.org.uk
Childline
0800 1111
www.childline.org.uk
NSPCC
Freephone 0808 800 5000
www.nspcc.org.uk
CRY-SIS
08451 228669
www.Cry-sis.org.uk
Citizens Advice Bureau
08444 111 444
www.nacab.org.uk
Women’s Aid 24hr Helpline
0808 2000 247
www.womensaid.org.uk
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A Policy Statement
One of the aims of the Partnership is to provide
achieve a healthy, happy and fulfilled life.
WHAT WE HOPE TO DO FOR YOU
 Treat you with courtesy and respect
 Treat you as a partner and discuss with you the care and
treatment we can provide
 Maintain confidentiality at all times
 Give you full information of the services we provide. Keep
our practice booklet and website updated
 Provide the most appropriate care for you by qualified staff
 Refer you to a specialist acceptable to you when necessary
 Refer you for a second opinion when you and your GP agree
it is needed
 Give you access to your health records within the limitations
of the law
 Give you a full and prompt reply to any complaints you make
about our service
Quality health care for our patients to help
them; this is possible if we can work together.
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WHAT YOU CAN DO TO HELP US
 Treat us with courtesy and respect
 Feel free to discuss any uncertainties you may have about the
treatment we are offering you
 Make use of the information leaflets we provide
 Use the emergency service only in a genuine emergency
 Ask for a home visit only when necessary
 Keep your appointments and let us know as early as possible if you
are unable to attend
 Let us know if you change your name, address or contact numbers
 Tell us about any complaints or misunderstandings as soon as
possible to allow us to deal with them
 Let us know when we have done well
Revised Oct 2014
USEFUL TELEPHONE NUMBERS
Princess Alexandra Hospital, Harlow
01279 444455
Hertford County Hospital, Hertford
01707 328111
QEII Hospital, Welwyn Garden City,
01707 328111
Lister Hospital, Stevenage
01438 314333
Spring House Medical Centre, Welwyn Garden
01707 294354
HARLOW WALK-IN CENTRE
01279 694775
Adult Care Services (Blue Badges etc.)
Revised Oct 2014
0300 123 4042