We open on a Saturday Morning from 8.30am - 11.30am for booked appointments only. With a GP or a Nurse.
We have an allocated emergency appointment surgery which will be available to patients (on the day) who need to be seen by a doctor urgently.
You need to call as close to 8.00am as possible for an emergency morning appointment or as close to 1.30pm as possible for an afternoon appointment.
Repeat prescriptionsPlease note, in keeping with the West Suffolk Clinical Commissioning Group (WSCCG) policy, your repeat prescription will from now on be issued for ONE MONTH at a time. This is a National requirement proven to reduce waste on a very large scale.
Cancelling your Appointment
Please call after 11am to get your test results from the receptionist team.
Please read the section in the right hand column about the summary care record. This affects you and you need to decide if you are happy for your medical records to be uploaded to a centrally held record which other health provders can access.
There are two pharmacies in Haverhill which open for 100 hours a week, one at Tesco's supermarket and one in the surgery building. Both supply medication to any patient, including those registered at the surgery.
There are four other dispensing chemists in Haverhill -
Sainsburys pharmacy is inside Sainsburys supermarket, Well Pharmacy is on Mill Road near the Drabbet Smock, David Holland chemist is next door to the Clements Surgery and Boots is on the High Street. Opening hours vary and may be found under the heading marked pharmacy, opposite.
What should you expect from us?
Your doctor will try to share decisions about your care with you, as health care benefits from a partnership between you and your doctor. Of course, being a partner in your care means you have responsibilities too.
We would respectfully ask that you:
As a patient you are responsible for your own health and that of your dependents. Our role is to advise and offer you choices and options where they exist. None of this works unless you too play your part, for instance by taking medication regularly or by attending the practice for check-ups and medication reviews.
Please also refer to our Fair Processing/Privacy Notice.
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Please feel free to pass on any comments you have about the service we provide.
We welcome complaints as a chance to address deficiencies on our part – and we welcome compliments as a means of telling us what’s right.
Complaints should ideally be put in writing and addressed to either Mrs Melanie Bowers or Mrs Julie Williams-Wilson, although you are of course free to discuss things informally with any of the doctors or with Melanie or Julie, first. Sometimes things go wrong and we will always do our best to address any deficiencies on our part. We would rather have your feedback if you are unhappy so that we can improve things for the future.
Making a complaint will not affect your care or treatment. We adhere to the NHS complaints policy and will always acknowledge and investigate your concerns. A copy of our full complaints policy is available from reception.
PALS (Patient Advice and Liaison Service) 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. What does PALS do?
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 , please go to email@example.com or write to: Patient and Liaison Service (PALS), Rushbrook House, Papermill Lane, Bramford, Ipswich, Suffolk IP8 4DE. Or Freephone: 0800 389 6819 (Option 1).
From this you can expect an impartial and objective reinvestigation into your complaint by a member of the West Suffolk Clinical Commissioning Group (WSCCG). Their investigation will also review how your complaint was handled at the Practice.
The Ombudsman can be contacted as follows:
Complaints helpline: 0345 015 4033 (Mon - Fri 8.30am - 5.30pm)
Other Agencies include:
The NHS Complaints Advocacy for Suffolk (VoiceAbility)
You may also make your complaint directly to NHS England, who commission our service:
Fair Processing Notice - 2019
Health Intelligence text to be included in GP Practice Privacy Notice on website:
The Practice shares your diabetes related data with the Diabetic Eye Screening Programme operated by Health Intelligence (commissioned by NHS England). This supports your invitation for eye screening (where you are eligible and referred by the Practice) and ongoing care by the screening programme. This data may be shared with any Hospital Eye Services you are under the care of to support further treatment and with other healthcare professionals involved in your care, for example your Diabetologist.
For further information, take a look at Health Intelligence’s Privacy Notice on the diabetic eye screening website: www.eadesp.co.uk
The law about how organisations hold and use information about people is changing, in the first major update to data protection laws in 30 years. The General Data Protection Regulation (GDPR) is a piece of EU-wide legislation which will apply to all organisations – including surgeries – from May 25, 2018 and will continue to apply even after the UK leaves the European Union.
One of the most important changes is a new requirement for organisations to clearly communicate how information they hold about you is used, the reason they hold it, and your rights. These are set out in what is called a ‘privacy notice’.
Our Fair Processing/Privacy Notice can be found on our website www.haverhillfamilypractice.co.uk under the heading ‘Policies’ or in paper form in our reception area. It explains what information we hold, why we hold it, what we do with it, and in what circumstances we share it with other people and organisations.
We haven’t changed the information we hold, and you do not need to do anything in response – but in line with the new laws we wanted to make sure you are fully aware of how we use information about you.
If you have any questions about our Fair Processing/Privacy Notice or would like to request a copy, you can email firstname.lastname@example.org or get in touch with the surgery.
National data opt-out programme (formerly Care.Data)
The national data opt-out is a new service that allows people to opt out of their confidential patient information being used for research and planning.
It is not related in any way to sharing care data with healthcare professionals i.e hospitals (SCR/full record sharing).
Any person who previously opted out via Care.Data will have it automatically converted to a national data opt-out from 25th May 2018 and will receive a letter giving them more information.
For further information visit: https://www.nhs.uk/your-nhs-data-matters/
To find out more about My Care Record and how your personal data is shared please go to:
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