Continuity of Care - IMPORTANT!

Our patients are able to see any of the surgery doctors for a consultation, but we strongly recommend that you continue to see the same doctor for a single episode of illness.  This enables the GP to assess your symptoms, progress and, if necessary, make adjustments to your treatment plan.

If you alternate between different doctors for the same period of illness it becomes far more difficult to get an overall picture of your condition.

Appointments

Appointments with a doctor or nurse are available every weekday.

If you want to see a specific doctor you may have to wait for an appointment as several of our partners only work part-time at the surgery.

If you need to see one of our specialist nurses our receptionist will confirm her appointment availability.

You may need to come to a specific clinic session to see one of specialist nursing team or if you require a minor surgical procedure to be carried out.

All our doctors and nurses have access to your computerised clinical records.

Daily Assessment Clinic

Our Assessment Clinic ensures that patients who feel that they need to see a clinician urgently for an acute problem (i.e. an illness or condition that has started that day) can do so easily and quickly.

This clinic is not suitable for routine medical consultations that can be planned ahead. You are unlikely to have to wait more than half an hour to be seen unless the clinic is full or the clinician is called out on a visit, or if patients before you have a complex problem.

We cannot guarantee which clinician (doctor or nurse) you will see and because the Assessment Clinic session time may vary each day, you will ideally need to contact us before you arrive so that we can give you a time.

Extended Hours Appointments

Since October 2008 we have offered appointments during extended hours from 6.30 p.m. until 7.30 p.m. every weekday.  Our nurses also offer extended hours appointments on three evenings each week.

Home Visits

Requests for home visits should be made before 10.30 a.m. if possible.

Unless it is an absolute emergency, the doctor is unlikely to interrupt a consultation to speak with you immediately.  They will ask our receptionist or secretary to let you know that they will return your call as soon as they can after their surgery session has finished.

Your call will be logged on our clinical system and the Receptionist will ask you for your contact information, confirmation of the patient's details and a brief reason as to why you need to speak to the doctor - this is especially important if you are calling on behalf of a relative or friend.  This information helps the doctor to deal effectively with telephone messages.

Wherever possible, we prefer patients to come to the surgery for assessment where we have better facilities and equipment to treat you. Our practice does not consider that lack of transport to the surgery a valid reason for requesting a home visit.

Referrals

At present our practice usually makes referrals to consultants at the Norfolk & Norwich University Hospital and Queen Elizabeth II Hospital, King's Lynn.

Choice & Booking  

Our practice uses the national Choice & Booking system.  This means that your doctor will discuss with you the options for where your treatment may take place and explain how you can be involved in selecting a convenient time and day for your appointment. 

Waiting Times  

Some hospital departments may have long waiting times.  For example, in August 2012, patients referred for physiotherapy were waiting 16 to 18 weeks to be seen.  Unfortunately this is something that GPs (despite having put pressure on the department) have been able to improve thus far.

Hospital Transport

Eligibility for hospital transport is based purely on clinical need - this need generally being assessed by the hospital department to whom you are being referred. Our Reception Team will be happy to provide you with a detailed NHS leaflet on this subject.

Phlebotomy (Blood Testing)

Urgent Tests

We offer a comprehensive phlebotomy service within the practice. Patients who require urgent blood tests on the instruction of their G.P. and those who need blood tests because they are on Warfarin or specialised blood therapy monitoring will have an appropriate appointment arranged.

Non-urgent Tests

Patients who require non-urgent tests of blood requested by hospital clinics may have to choose either to wait for the next available appointment with our phlebotomist.

Alternatively, patients can choose to have their blood taken at the hospital in Norwich where there is a walk-in clinic on various days/times.  Please ask at reception for details.

Test Results

We receive automated transmission of test results from the Pathology and Microbiology Laboratories at the Norfolk & Norwich University Hospital.  Your doctor will tell you when the results are likely to arrive and you may be asked to either call in or telephone to discover the outcome of your test.

Regular Blood Monitoring

Some patients need regular blood test monitoring e.g. INR and anticoagulation testing.  This may involve bringing in and collecting their record book from the surgery each time a test is done so that their doctor can update the dosage instruction in their record book.  Our staff will explain the process to you but if you are worried about the process please don't hesitate to ask for advice.  It is very important that if you are a patient undergoing regular blood monitoring that you keep your dosing book readilly available.

Dereham Community Car Scheme

This scheme is sponsored by Breckland Council and Dereham Town Council and is available only to those people who live in the parish of Dereham (including Toftwood) and who satisfy certain conditions such as being unable to make an essential journey by public or private hire transport.  An essential journey includes such places as hospital, GP surgery, dental surgery, optician, chiropodist etc. 

The Community Care Scheme organiser can be contacted on 07827 972 163 between 9.00 a.m. and 1.00 p.m. on Monday, Tuesday and Thursday (messages cannot be left).

Fares are payable at the start of the journey where a set fare applies.  Passengers will be charged the rates on the standard journey list e.g.:-

• Norfolk & Norwich Hospital or BUPA/Spire Hospital - £7.20p
• Queen Elizabeth Hospital, King's Lynn - £12.60p
• Addenbrook's Hospital, Cambridge - £28.60p
• Dereham - £1.80p

Any journey not on the standard fare list will be charged at 20p per mile subject to a minimum fare of £2.00p.

Children aged between 5 and 16 years travel at half price when with a fare paying adult and children under 5 travel free (with a fare paying adult).  All persons under the age of 17 must be accompanied by an adult.

Alternatively, for emergency transport contact Transport Link on 01603 422 807 (who charge £0.40p per mile with a minimum charge of £2.00p).

Please be aware that the surgery cannot book Community Car Scheme transport on behalf of patients.

If you have any queries regarding the scheme please contact Dereham Town Council at the Assembly Rooms, Ruthen Place, Dereham. NR19 2TX or telephone 01362 693 821.