General Information

Dispensary

If you are registered with the practice and live outside the parish boundaries and more than one mile from the nearest pharmacy, you may be able to obtain any prescribed medication from the dispensary situated at the surgery.

To obtain this service you will need to be registered with the dispensary. Please ask at reception or the dispensary for more
information.

The dispensary is open:

If you urgently need medication outside opening times, Boots or Lloyds in Cromer open 12 to 1pm on Sundays/Bank Holidays. Otherwise phone NHS Direct 0845 4647 for information on open dispensaries.

Repeat prescriptions

Repeat prescriptions may be authorised when a patient is on regular medication. If your doctor tells you that you may order
repeat prescriptions, you can do this by:

• completing the tear off request form attached to your prescription

or

• in writing, provided you include your name, address and exact details about the medication you require.

or

• or access the practice website www.cromergrouppractice.co.uk where there is a facility for you to order prescriptions online by clicking here

In both cases the information can either be handed to the receptionist or posted to the surgery.

We cannot accept telephone requests for repeat prescriptions as this would increase the risk of error and tends to block the telephone lines. We offer a prescription delivery service to West
Runton, East Runton and Overstrand for dispensing patients who are over 60 and not required to pay for their prescriptions.

If you are not eligible for this, some local chemists will offer a delivery service for your repeat prescriptions, please ask the receptionists. Repeat prescriptions are normally available for collection two working days after the request has been made, this means within 48 hours.

How to obtain test results

Please telephone for your test results after 11am. Results can take up to 10 days to come through. In many cases where the result gives no cause for concern, your doctor may still wish to discuss the result with you. Remember results are confidential and are only given to the patient concerned.

Sick Certificates

If you are ill and away from work the following guidelines apply:

• For absences of less than seven days – You will need to complete a ‘Self - Certification Form’ which can be obtained from your employer.
• For absences of seven days or longer – You will need to obtain a signed sick certificate from your doctor.

Please note: Certificates required for the first seven days of sickness may be subject to a fee.

Changes to Personal Details
Please let us know immediately if you change your:

• name
  
• address
  
• telephone number

This information is very important for the surgery to have, particularly if we need to contact you in the case of an emergency.

Confidentiality

Computerisation of all medical records can produce many benefits for preventative medicine and prescribing. Information held on computer may be used by authorised clinical personnel for research.

All records are entirely confidential and we aim to keep them fully up to date.

All computer records are protected under the terms of the Data Protection Act.

If you would like further information or do not wish for your
records to be used for research please contact the surgery
reception.

Practice Policy – We need your help too

• Mutual Responsibility

Routine access to a doctor of your choice and the availability of specialist health care in Cromer Group Practice is good. Yet we cannot hope to give all patients the appointment of their choice all the time. If you require an urgent appointment, we cannot always arrange for you to see a doctor of your choice. All doctors have to respond to emergencies from time to time; so occasionally, your consultation may be delayed.

In such cases, all patients will get the best from our service if they are understanding and thoughtful of the needs of other patients.

• Your Responsibilities

We would like you to treat doctors and practice staff with the same level of respect that you expect from them. The doctors require the receptionists to gather information, please answer them as fully and clearly as possible. If you cannot keep an appointment or if you change your address and telephone number don’t forget to let us know.

We look forward to enjoying a good working relationship with all of our patients and we would like you to feel the same.

Complaints and Suggestions

All staff and partners are committed to treating everyone in a caring manner, fairly and with respect. We welcome the views of our patients as opportunities to improve levels or service.

The Business Manager, Sara Ponder, is always pleased to discuss suggestions with patients. Whilst complaints are a relatively rare occurrence at the practice, we do operate a formal complaints procedure. A copy of the procedure is displayed in the waiting area. If you are unhappy with the service you have received, it can often help to first have an informal talk with a member of staff.

Help with Transport

If you need help with transport to the hospital, please contact reception for more information.

What to do if someone dies

During normal surgery hours contact the surgery who will be able to give you futher advice.

At all other times contact your local funeral director who will be able to give you further help and advice. You can find contact numbers for these in your local telephone directory.

PCT information

This practice is part of NHS Norfolk. They are always keen to hear the views of patients.

Their address is:
Lakeside 400, Old Chapel Way,
Broadland Business Park,
Thorpe St. Andrew
Norwich,
NR7 0WG
Telephone: 01603 257000

You have an opportunity to become more involved in giving your views on local healthcare services through participating in the Norfolk Patient and Public Involvement Forum (PPI).

For more information on how to get involved contact:
NHS Norfolk Patient Advice and Liaison Service (PALS) see below for contact details:

Patient Advice Liaison Service (PALS)

If you have concerns, suggestions or queries relating to your
care or need information about local health services, you can
contact:

Norfolk PALS (see above address)

Telephone: 0800 587 4132 (freephone)

Email: pals@norfolk-pct.nhs.uk

PALS is a confidential service, which can be contacted between 9am - 5pm, Monday to Friday.

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