NEW WEB SITE COMING
We will be launching a new website in May which we hope will be easier for patients to navigate
Easter Opening times
Please note the surgery will be closed during the following bank holidays:
- Friday 29th March
- Monday 1st April
We return to our normal opening times from Tuesday 2nd April 2024. When we are closed, Dial 999 if your condition is life threatening or 111 for medical help and advise
Please click on link for Pharmacy opening times during the Easter break: Norfolk-Waveney-1.pdf (england.nhs.uk). .
Change of Surgery Email Address
Our email address has changed. To contact us via email, please use: nwicb.churchhillsurgery@nhs.net
New Nurse Practitioners
The Surgery is pleased to announce that we have two Advanced Nurses Practitioners starting with us in April 2024
Feedback from our patients
I called the surgery for an appointment and was offered a same day appointment with clinician Jeremy within 3 hours. Jeremy made me feel at ease and the appointment was not rushed. I had a follow up call from Jeremy couple of weeks later to see how I was doing. This is astounding. I would like to thank the team and particularly Jeremy for the service I have received. Comment from patient S.B
I saw Nurse Ellena for my health check the other week, she was brilliant, positive and informative. For the first time in my adult life, Ellena managed my Blood test with no pain or bruising whatsoever. The receptionists have also been friendly and efficient whenever I speak with them . Big thank you to the surgery and especially Ellena and the reception team. Comment from patient C.T
Thank you to all of you. Every time I had to contact the surgery or see a clinician, I have been so impressed. You are all courteous, helpful and cheerful. This is very much appreciated. Comment from patient C.C
A very good doctor's surgery. We have had never had a problem with their service, they are always polite and respectful. Comment from patient A.B
Dispensary always brilliant especially Hayley
Church Hill Surgery Latest CQC Inspection Report- Good
Church Hill Surgery had a CQC inspection on the 17th of February 2022 . The report from this inspection can be found on the Church Hill Surgery CQC page following this link: Church Hill Surgery (cqc.org.uk)
Statement From The Practice Regarding The Latest CQC Report
We are pleased to let all our patients know that since our reinspection by the CQC on the 17th of February 2022 the practice has now been taken out of special measures and we have been rated Good by the CQC. We would like to thank all our patients and colleagues for their support whilst the practice was under special measures. We look forward to the future and our continued care and service to our patients.
Please note we are NO longer able to provide supportive letters at patients request for services such as housing applications, ESA and PIP. If they are needed the requesting organisation should write to the surgery seeking further information.
Polite reminder- GP's have a limited amount of time per patient please book a double appointment if you have more than one problem to deal with.
We have improved our Dispensary service by introducing a Managed Repeat System. When you are collecting your medications, you will be asked by the Dispenser to tick the medications you need for collection after 4 weeks on a specified date to your convenience.
EXTENDED ACCESS
Our Practice is engaging in a scheme providing extended access for patients to access a range of healthcare professionals. Working within a group of eight local Practices, we will be offering a range of appointments each weekday evening between 6.30pm and 8pm and during selected times at weekends, to registered patients, in at least one of the participating Practices. Please contact our reception team for more details.
If you require non urgent medical attention after 6.30pm call NHS 111. Call 999 ONLY in a medical emergency.
Church Hill Surgery Complaints Procedure
We have recently reviewed our complaints process at our practice to ensure our patients are fully supported and are aware of the procedures for reporting all complaints.
If a patient is not satisfied with the care and service they have received at our practice, please find useful contact details that can help support patients in the process of making a complaint :
Practice Contact Details
Church Hill Surgery
Station Road
Diss
IP21 4TX
Telephone: (01379) 676227
Email: churchhill.surgery@nhs.net
If a patient is not satisfied with the response from the practice below are some useful addresses our patients can write to for further escalation
Some Useful Addresses
Patient complaints should be directed to:
NHS England
P.O. Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233
E-mail: england.contactus@nhs.net
PALS (Patient Advisory Liaison Service)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to
help you resolve your complaint informally. Your local PALS office can be found on
http://www.pals.nhs.uk/officemapsearch.aspx
NHS Complaints and Advocacy,
Pohwer, P.O. Box 14043,
Birmingham, B6 9BL
Tel: 0300 456 2370
E-mail: pohwer@pohwer.net
The Parliamentary & Health Ombudsman,
Millbank Tower, Millbank,
London, SW1P 4QP
Tel: 0345 015 4033
Many resources, including time, effort and money are put into offering our patients the best possible service and facilities that can be provided within the National Health Service and some that are outside the NHS.
We feel, however, that misunderstandings can occur, perhaps because patients are not aware of how the administrative systems work – for example, how to request a Doctor to visit a patient in an emergency situation or during the weekend, or the best way to leave a message for their own Doctor.
To try to rectify any possible misunderstandings, the Practice has a procedure in place which informally tries to discuss any suggestions or problems directly with patients.
The Practice would like to hear from patients who wish to discuss a suggestion or complaint.
After discussion, a course of action will be agreed which should ensure the patient feels that he/she has been listened to fairly and impartially, and action where appropriate will be taken.
Patients should note that this procedure does not affect their right to make a formal complaint, addressed to the local Health Authority, and such complaint should be made within 12 months of the episode which caused offence.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 28 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
FURTHER ACTIONS
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service
Ombudsman,
Millbank Tower,
30 Millbank,
London, SW1P 4QP
Patients should note that the Practice must ensure strict medical confidentiality and cannot provide confidential information about another person without the appropriate authority to do so.
If there is anything that you would like to discuss or know more about, please ask to speak to The Practice Manager.