Your guide to local health services Published October 2009
www.enherts-pct.nhs.uk
Changing Services Spring House Medical Centre now open New Urgent Care Centres at Hertford and Cheshunt
Which NHS service is right for you? Where to go for more information Could you spot a stroke? How your money is making a difference
You’re four times more likely to quit smoking with our help Contact us at www.smokefreehertfordshire.nhs.uk or phone 0800 389 3998
Your Money
Welcome Welcome to our magazine, which gives you some useful information about local NHS services and showcases some important areas of our work over the past year. We also want to share with you the improvements that we are making to services. Please keep this guide handy – you never know when you might need it. We are NHS East and North Hertfordshire, also known as the primary care trust (PCT), and we are responsible for planning local NHS services and making sure that services are in the right place to meet your needs. We do this by assessing the health needs of our population then using our budget to buy services from hospitals and others to meet those needs. We hope this magazine gives you a flavour of what we do and you can find out more by visiting our website: www.enherts-pct.nhs.uk or by taking part in one of our patient groups.
Anne Walker Chief Executive
How your money is making a difference Alongside our partner organisation NHS West Hertfordshire, we work closely with GPs, dentists, community pharmacists, optometrists, hospitals, councils and the mental health trust to secure the best possible healthcare for our half a million residents. In order to commission these services we hold the vast majority of the NHS budget locally. Our funding from the Department of Health during 2008/09 was £691m. Most of our budget is spent on general hospital services for our patients (43.6%). Next comes prescribing (10.9%), and GP services (10.4%). Around 7% of total spending went on nursing and therapy services provided directly by us. This chart shows in more detail how the money was spent: 8
9 10
7 6
1
5
4
2 Key
3
1. General hospital services
43.6%
2. Prescribing
10.9%
3. GP services
10.4%
4. N ursing & therapy services provided by PCT
7.0%
5. Mental health
6.8%
6. Learning disabilities
6.6%
7. Dentists, pharmacies & opticians
6.5%
8. Other healthcare
4.0%
9. A&E
2.1%
10. Maternity
2.1%
Richard Henry Chair Continued overleaf…
Your Money continued from previous page… Although £691 million is a large amount of money, it works out at only £1,192 per person to commission and deliver a range of services across a large, diverse, rural and urban area. To put this into perspective, if one of our residents needs a coronary bypass operation, the average cost is £7,600; a hip replacement costs around £5,200 and a cataract operation is £750.
Investing to improve safety Reducing the number of healthcare associated infections, like MRSA and clostridium difficile (CDiff), was a key priority for the NHS over the past year. East and North Hertfordshire NHS Trust, which runs the Lister Hospital in Stevenage and the QEII Hospital in Welwyn Garden City made substantial progress, with just 18 MRSA infections reported compared to last year’s figure of 33 and 114 CDiff cases compared to last year’s figure of 267. Staff working in community settings also met their aim to reduce the number of CDiff incidents. To improve the environment for patients and to help beat infections we invested more than £1m over the past year to improve facilities such as Bull Plain Clinic in Hertford, QVM and Danesbury hospitals in Welwyn and the Minor Injuries Unit at Herts and Essex Hospital, Bishop’s Stortford. You can play your part in helping to wipe out infections by washing your hands thoroughly before visiting NHS buildings and using hand gel where you can.
Waiting times shortest ever We’ve also been investing in hospital services, so virtually all patients in Hertfordshire are now seen, diagnosed and start their hospital treatment within 18 weeks – the shortest waits since NHS records began.
Staying healthy Be a quitter! Did you know that stopping smoking is the one single thing you can do to dramatically increase your chances of living longer? If you want to quit the habit and you live or work in East and North Hertfordshire, you’re in the right place! We have a broad range of local support services in locations and at times to suit you. From one-to-one clinics to drop ins at your nearest pharmacy, we’ve got the help that’s right for you. You are four times more likely to quit successfully if you use NHS services. In 2008/2009 the Hertfordshire Stop Smoking Service helped 1,768 people in East and North Hertfordshire to give up smoking. John Greaves who successfully quit using the Hertfordshire Stop Smoking Service said: “Until I met Liz from the Hertfordshire Stop Smoking Service I had no intention of giving up. I met her by chance at an event where I was working and arranged to meet her again for a chat about quitting. I remember thinking on my way to our first meeting that there was no way I would be giving up
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Healthy eating starts young If national trends continue, 90% of today’s children could be overweight or obese by 2050. That shocking statistic is the motivation behind the Department of Health-led campaign Change4Life. These days, ‘modern life’ can mean that we’re a lot less active. With so many opportunities to watch TV or play computer games, and with so much convenience and fast food available, we don’t move about as much, or eat as well as we used to. Which means that 9 out of 10 kids today could grow up with dangerous amounts of fat in their bodies. This can cause life-threatening diseases like cancer, diabetes and heart disease - so it’s really important that we do something about it. It can be hard these days to live a happy, healthy life but Change4Life can help. After all, none of us are perfect. The way we live in modern society means a lot of us, especially our kids, have fallen into unhealthy habits. But we can make small changes that make a big difference. If you join Change4Life you will receive lots of helpful information, games, tools, tips and a free welcome pack designed to help you to give your family a happier, healthier future. You can join Change4Life by visiting www.nhs.uk/ change4life or by phoning 0300 123 4567 for a chat. Offices are open 9am – 6.30pm, Monday to Friday
Be C-sure!
Chlamydia is the most common bacterial sexually transmitted infection. Aged 16 - 24? You can request a chlamydia home testing kit by visiting www.c-sure.org.uk Both the kit and postage are free so testing for chlamydia couldn’t be easier!
MMR The MMR vaccination provides protection against measles, mumps and rubella (German measles). MMR is given to children aged 12 to 15 months and again before starting school at three to five years of age. Measles, mumps and rubella are viruses that are easily passed on by close contact, coughing and sneezing. All three are often mild illnesses but can be more serious. If contracted during pregnancy they can cause miscarriage, and rubella can cause babies to be born with heart problems, deafness, blindness or other major problems. The uptake of the MMR vaccination in Hertfordshire is slightly lower than the national average. There were 37 confirmed cases of measles in Hertfordshire during 2008. It is important that parents immunise their children against measles, mumps and rubella to help protect them and to prevent these diseases becoming more widespread. Dr Jane Halpin, Director of Public Health at NHS East and North Hertfordshire, says: “Some parents are worried that MMR is linked to autism or bowel problems. Researchers have not found evidence of any link between MMR and these conditions. Parents need to be aware of how important it is for their children to receive this vaccination.” For further information on the MMR jab, speak to your health visitor or GP, or call NHS Direct on 0845 46 47 or go to: www.immunisation.nhs.uk/vaccines/mmr
Staying healthy HPV Nearly three-quarters of cervical cancers could be eliminated thanks to a new vaccination programme. The HPV, or ‘human papilloma virus’ vaccine is now being offered to all 12 and 13-year-old girls in school year 8 across Hertfordshire, with a ‘catch up’ programme planned for girls aged 15 - 18. The vaccine protects against the two types of HPV which cause more than 70% of cervical cancers. Dr Hilary Angwin, Public Health Consultant at NHS East and North Hertfordshire said: “New cases of cervical cancer have been falling for years thanks to the national cervical cancer screening programme. “The HPV vaccination should ensure the number of women who get cervical cancer in Hertfordshire will fall significantly in the years to come.” While the vaccine protects against the most dangerous types of HPV, it will still be necessary for girls, like their mothers, to take part in the NHS cervical cancer screening programme once they are old enough. Further information is available at www.immunisation.nhs.uk/Vaccines/HPV or by calling the national HPV helpline on 0845 602 3303.
Bowel Cancer Screening The bowel cancer screening programme in east and north Hertfordshire has helped to save the lives of 30 people since its launch in 2008. Nearly 37,000 screening kits have been sent to people aged between 60 and 69. The test is very simple and can be done in the comfort of your own home. Bowel cancer is the third most common cancer in the UK and claims the lives of more than 16,000 people every year. But research has shown that regular screening reduces the risk of dying from bowel cancer by 16%. Faye Beard, one of East and North Hertfordshire NHS Trust’s specialist bowel cancer screening sisters, said: “We hear lots of people saying they haven’t got any symptoms, are fit and well and don’t see why they have to do anything. But the fact is that there are often no symptoms of bowel cancer when it’s at such an early stage, which is why the screening test kits are designed to detect early traces of bleeding from a cancer that are invisible to the naked eye.” Susan Marsden, screening manager at NHS East and North Hertfordshire, says: “The NHS offers a range of cancer screening programmes including bowel, cervical and breast cancer screening. Routine screening aims to detect disease whilst it is in its early stages. The earlier we can start treating patients, the more likely they are to make a good recovery.” If you are aged between 60 and 69 you will automatically be sent a kit to your home every other year. Anyone over the age of 70 can request a kit by contacting 0800 707 60 60.
Could you spot a stroke? You could save a life Every five minutes someone in the UK suffers a potentially deadly stroke. That’s more than 100,000 people every year, 1,000 of whom are under 30 years old. It’s an undeniably gloomy picture but it doesn’t have to be this way. The quicker a stroke is spotted and treated by specialists, the better the chance of survival and recovery. Dr Declan O’Kane from the QEII Hospital in Welwyn Garden City agrees. He says: “If someone fails the FAST test, you must call 999. Swift action can prevent further damage to the brain and help someone make a full recovery. On the other hand, delay can result in death or major long-term disabilities, such as paralysis, severe memory loss and communication problems. Everyone should remember to think FAST!” You can find out more about how to spot the symptoms of a stroke and read about how other people have coped with a stroke by visiting www.nhs.uk/stroke
Learning the FAST test could sav e your life, or the life of a loved on e.
F A S T
acial weakness
Can the person smile? Has their mouth or eye droope
d?
rm weakness
Can the person raise both arms?
peech problems
Can the person speak clearly and understand what you say?
ime to call 999
Stroke is a medical emergency
Stroke is definitely an emergen cy and if you suspect one, you shou ld dial 999 immediately.
Which NHS service should I use? These days, you have more choice than ever before about the way that you receive healthcare and information from the NHS. The NHS offers you a wide range of services that can help you to get the right treatment. As well as the services provided by your local GP surgery, or health centre, there are a range of other options, such as calling NHS Direct or asking your local pharmacist for advice. Healthcare at home
Community pharmacists
It is a good idea to keep a well stocked medicine cabinet at home to help cope with common illnesses such as colds and flu, coughs, sore throats, indigestion and headaches. If you have children, remember to include appropriate medicines for them. However, you should make sure that all medicines are in a secure place, out of the reach of small children and do not use them if they are past their use-by-date. To find out what your medicine cabinet should contain, please visit the ‘Live Well’ section of NHS Choices: www.nhschoices.nhs.uk/livewell
Community pharmacists are qualified to give health advice and help with everyday illnesses. They can answer questions about choosing the right medicine and help you to decide whether or not you need to see your GP. In Hertfordshire, community pharmacists can also help you to give up smoking and give you other advice on how to lead a healthy life including managing your weight. Some community pharmacists can give emergency hormonal contraception and offer services to drug users. They can also carry out medicines use reviews - to ensure you are getting the best from your prescription medication.
Your GP (family doctor) NHS Direct NHS Direct is a 24-hour service that offers advice about what to do if you are feeling unwell. As well as using the telephone service, you can access health information and advice online. Phone NHS Direct on 0845 46 47. Visit www.nhsdirect.nhs.uk
NHS Choices The NHS Choices website provides comprehensive details about all local NHS services, as well as health news and background information about the NHS. It also has videos and detailed information to help you manage your condition. Also available on NHS Choices is the online ‘choose and book’ service which allows you to book hospital or consultant appointments online. This service can be used after receiving a referral to hospital from your GP. www.nhschoices.nhs.uk
GPs offer a number of services such as vaccinations, health screenings, smear tests, chronic condition management and referrals to other health services and social services. Visit www.nhs.uk to find a GP in east and north Hertfordshire, or telephone 01707 361281. When you need to see a doctor quickly, you should be offered an appointment within two working days (one working day if you need to see your practice nurse). All GP surgeries should also allow you to book an appointment more than two days in advance, if you prefer. If you need advice about GP services please contact our Patient Advice and Liaison Service (PALS) on 01707 369699.
GP out of hours service For GP assistance when your usual surgery is closed ring 03000 333 333.
Spring House Medical Centre Is a new GP service open 8am to 8pm every day. The service is located in Welwyn Garden City but is open to anyone living or working in east and north Hertfordshire. Find out more at www.springhouse.nhs.uk
Which NHS service should I use? losing blood. A&E departments are usually open 24 hours a day, 365 days a year. In an emergency you should dial 999 to ask for an ambulance. Unless you need emergency medical attention, it is best not to go to A&E. A&E doctors and nurses are equipped to deal with serious medical cases, not routine and minor ailments. For routine and minor ailments you should visit your nearest minor injuries unit or Urgent Care Centre.
Dialling 999 To request an ambulance dial 999, but you should only do this for a serious medical emergency. Arriving at A&E by ambulance does not automatically guarantee quicker treatment. Calling an ambulance for non-emergency cases could endanger the lives of seriously ill patients, who need emergency treatment. However if you think a patient is suffering from one of the following, you must dial 999:
Minor Injuries Unit Minor Injuries Units are for injuries, such as sprains, cuts and grazes. Many people go to Accident and Emergency (A&E) when they could be treated just as easily, and sometimes quicker, at a minor injuries unit. In A&E staff must give priority to serious and life-threatening conditions, so if you go there with a minor injury, you may have to wait longer to be seen. It is better to go to a minor injuries unit if there is one locally. You don’t need an appointment to visit a minor injuries unit. They are run by a team of highly qualified nurses with a lot of experience and expertise in treating minor injuries.
Your nearest minor injuries units are: Herts and Essex Hospital Haymeads Lane Bishop’s Stortford Hertfordshire CM23 5JH Phone: 01279 655191 (ext 4298) Open Monday to Friday, 9am – 5pm (last registration 4.30pm). St Albans City Hospital Waverley Road St Albans Hertfordshire AL3 5PN Phone: 01727 897182 or 01727 897184 Open every day 9am – 8pm
Urgent Care Centre These new facilities can treat most minor injuries or illnesses. See the next page for more details about your nearest centre.
Accident and emergency (A&E) You should go to your local A&E department if you need emergency care for a serious injury, or illness - for example, if you are experiencing breathing difficulties, or
• • • • • •
a heart attack a stroke sudden, unexplained shortness of breath heavy bleeding unconsciousness (even if the patient has regained consciousness) traumatic back/spinal/neck pain
Be prepared - choose your ‘flu friends’ now You can be prepared for swine flu this autumn by making some ‘flu friends’. A flu friend is a relative, workmate, neighbour or friend who can collect your medicines if you get swine flu, so that you don’t have to leave home. They should be someone who has a car or who can access public transport easily. It is a good idea to find several flu friends just in case one of them has flu at the same time as you. Please offer to be a flu friend for a vulnerable person. If you have elderly neighbours, talk to them about swine flu and volunteer to help them. Anyone collecting antiviral drugs (eg Tamiflu) will need to produce some identification for themselves and for the person with swine flu. Find some suitable ID now and put it somewhere handy so you can give it to your flu friend easily. You can find out more by visiting www. enherts-pct.nhs.uk Remember that for most people, swine flu is a relatively mild illness. Many people will be able to recover from swine flu without the need for antivirals and may choose to look after themselves with bed rest, plenty of fluids and paracetamol. If you have symptoms of swine flu please call 0800 1 513 100 or go online to www.direct.gov.uk/pandemicflu
New health centre provides extra GP services A new kind of GP surgery – Spring House Medical Centre is now open in Welwyn Garden City, close to the QEII Hospital. Open from 8am to 8pm, 7 days a week, every day of the year, Spring House is open to anyone who wants to use it – and you don’t need to be registered with the centre to use its services.
Urgent Care Centres come to Hertford and Cheshunt Brand new Urgent Care Centres opened at Hertford County and Cheshunt Community hospitals in October 2009. Open from 8am to 8pm, seven days a week, these urgent care centres can treat most patients with minor injuries and minor medical emergencies, saving you a trip to A&E. The new urgent care centres are open to all patients and you don’t have to live in Hertford or Cheshunt to use them. More urgent care facilities are planned across the county over the next few years. Look out for more information in your local newspaper and on our website: www.enherts-pct.nhs.uk
Spring House Medical Centre offers: • • • •
P re-booked appointments to people registered with the centre Pre-booked appointments to people not registered with the centre, and A walk-in service (no appointment needed)
You can contact the centre on 01707 294354 or to find out more online go to: www.springhouse.nhs.uk
More surgeries open for longer More GP surgeries are now open for longer – making it easier for you to see a doctor or nurse at a time convenient to you. Andrew Parker, Director of Primary Care at NHS East and North Hertfordshire said: “We understand that people would like more choice about when they can see their doctor, which is why we have been working with local surgeries to ensure that many stay open for longer. Almost 64% of GP practices in east and north Hertfordshire now offer extended hours, exceeding the current Government target of 50%.” Some surgeries are staying open longer in the evenings, others are offering early morning appointments from 7am and some are opening their doors on Saturday mornings. Over the past year more than 26,000 appointments were held during these additional hours. To find out more about the opening hours of your practice, contact them by phone or visit www.nhschoices.nhs.uk and use the ‘Find Services’ feature.
•
Hertford County Hospital, North Road, Hertford, SG14 1LP Cheshunt Community Hospital, King Arthur Court, Crossbrook Street, Cheshunt, EN8 8EW
Choose your hospital! Did you know that if your GP refers you for hospital treatment, you can choose which hospital you go to? You can choose to go anywhere in England where your treatment is being offered. You can pick somewhere local, the hospital with the best reputation, the first available appointment or simply the hospital that is nearest to you. You can also select a date and time for your appointment to suit you and your family. Making your choice is simple. You can discuss your options with your GP and your appointment can be booked there and then. Or, if you would like some time to think your options through, your GP can give you a unique password which you can use to make your own appointment online or by phone. More information is available at www.nhs.uk/choices
Improving access to services Hotline to NHS dental appointments Getting an NHS dental appointment has been made easier this year with the launch of a new dental appointments helpline. Hertfordshire residents can telephone 01707 369645 or email dentalappointments@herts-pcts.nhs.uk to find their nearest practice that is offering NHS appointments. Across the county, there are 204 dental practices offering approximately 47,000 appointments every month. So there really are plenty of appointments out there.
How much is NHS dental treatment? NHS dental charges are now simpler and easier to understand, and your dentist should always tell you how much you need to pay before starting your treatment. Some people will not have to pay anything at all.
“
It’s a popular misconception that NHS dental appointments are rare - but that is simply not the case” says Jane Robinson, Dental Lead at NHS East and North Hertfordshire.
You will only have to pay one charge for each course of treatment – even if you need to visit your dentist more than once to finish it. The three NHS charge bands are: Band 1: £16.50. This includes an examination. It also includes X-rays, scale and polish and planning for further treatment if you need it. Band 2: £45.60. This includes everything covered by the £16.50 charge, plus additional treatment, like fillings, root canal treatment or extractions. Band 3: £198. This charge includes everything covered above, plus more complex procedures, like crowns, dentures and bridges.
Do I have to choose a dentist near my home? You no longer need to register with a dentist to get regular treatment. Simply contact any practice near where you live or work that offers NHS dentistry.
What about emergencies? Even if you do not have a regular dentist, you can always get urgent NHS dental care or be treated out of normal surgery hours if necessary. Contact NHS Direct on 0845 46 47.
Talking therapies now available Over the past year, we’ve invested more money into mental health services to make ‘talking therapies’ available across Hertfordshire. Talking therapies can help people with mild to moderate mental health issues get support quickly. Each patient is given a fast-track service and a choice of therapy sessions in their GP surgery, over the phone or even online. This allows people to fit therapy around their busy lives and helps many to remain in work while undergoing treatment. One local patient, suffering from agoraphobia, took part in talking therapy. After 10 sessions with a psychologist, and attending an anxiety management group, he was discharged. In a letter, he wrote: “Our sessions have encouraged me to build on the lessons from the anxiety management course and the ‘targets’ you have set me have given me something to aim for. All of this has helped me to improve and gradually increase my quality of life. I aim to make the most out of it – thank you.” To find out more, talk to your GP.
Changing Services NHS East and North Hertfordshire has an ambitious strategy to improve and modernise health services across the county. Some achievements of the past year include:
Decision on site of new local general hospital In July 2008, NHS East and North Hertfordshire confirmed that a new local general hospital will be built on the QEII hospital site in Welwyn Garden City. Work on redeveloping the QEII site is expected to start at the end of 2011 with the new hospital ready to open by the end of 2013.
Urgent Care As well as the two new Urgent Care Centres which opened in October 2009 in Hertford and Cheshunt, we plan to improve access to urgent care in St Albans, Welwyn Garden City and Stevenage over the next few years.
Full steam ahead for Lister Surgicentre Work has now started on building a multi-million pound Surgicentre at the Lister Hospital in Stevenage. A Surgicentre is a new facility which will treat around 15,000 NHS patients a year from across east and north Hertfordshire and south Bedfordshire who need routine surgery such as hip and knee replacements, hernia repairs and cataracts. The three-storey, high-tech building will have six operating theatres, a dedicated eye theatre and around 26 short-stay beds. The Surgicentre will also house day surgery, outpatient and ophthalmology services, including urgent eye clinics.
Nick Carver, Chief Executive of East and North Hertfordshire NHS Trust which runs the Lister Hospital said: “Patients are always the driving force behind any decisions we make and the development of the new Surgicentre is excellent news for them. By helping us to separate planned and emergency surgery, this exciting new facility should mean that our patients experience much shorter waiting times and fewer cancelled operations.” The Surgicentre is expected to open in 2011.
Major boost to maternity services In 2008, further steps were taken towards a major £15.4m expansion of the maternity unit at the Lister hospital in Stevenage, which will create state-of-the-art midwife and consultant-led units. The project will expand the Lister’s current maternity unit and will be designed with new delivery rooms – some of which will have water birth facilities – and neonatal cots. The new facility, when it opens in late 2011 is expected to assist more than 5,500 births every year. The unit will enable the hospital trust to bring together all of its specialist maternity staff on to a single site, providing women with more choice in how they give birth. These choices may include home birth, a midwife-led birth, or specialist care in a consultant-led unit. Whichever option is chosen, women will continue to receive their ante and post natal care close to where they live, just as they do now.
Elsewhere in Hertfordshire Changes are also afoot in neighbouring West Hertfordshire. Over the past year, A&E services have transferred from Hemel Hempstead to Watford General Hospital and a state-of-the-art Acute Admissions Unit at Watford has also opened. The Urgent Care Centre at Hemel Hempstead has opened and agreement has been reached on plans for a new local general hospital for Hemel Hempstead.
How you can get involved Speak to our PALS team Patient Advice and Liaison Service (PALS) is a confidential service that gives support, information and help for patients, their carers and families in Hertfordshire. All NHS organisations have PALS - ours is here to help you with your questions about GPs, practice nurses, health visitors, district nurses, therapists, dentists, pharmacists and opticians as well as community services within East and North Hertfordshire.
A PALS enquiry could be: • • • • •
request for information on NHS and other A related services A request for help with a particular problem A concern about one of our services A suggestion for change A compliment you would like us to pass on
Our service is available Monday to Friday 9am- 5pm (excluding Bank Holidays).
Join a local patient group Groups of GPs in different parts of the county have joined together to design health care services that best meet the needs of local people. They can only do this successfully by fully understanding the needs of patients and to do this your contribution is vital. Your experience of using NHS services, and those of your family and friends, could make a significant contribution to improving their quality. We are setting up a network of patient groups. These groups help GPs and other health professionals in a number of ways - some examples include reading patient leaflets prepared by doctors and nurses and making sure that it is ‘user-friendly’, taking part in discussions on particular health services that you use and providing a common sense, public perspective in deciding how limited resources should be spent. Find out more about patient groups by getting in touch with Heather Aylward by email at heather.aylward@herts-pcts.nhs.uk or write to Heather Aylward, Freepost 145, Hertfordshire PCTs, Charter House, Parkway, Welwyn Garden City, AL8 6BR (no stamp required)
Telephone 01707 369699 or 01707 369704 Text 07818 417599 Fax 01707 361213 Email pals@herts-pcts.nhs.uk Or write to: Patient Advice and Liaison Service NHS East and North Hertfordshire Charter House Parkway Welwyn Garden City Hertfordshire AL8 6JL
How you can get involved NHS Constitution launched Local patient groups in Hertfordshire got a preview of the first ever NHS Constitution last summer, when we sought their views on the contents of this historic document. We passed on people’s comments to the Department of Health and were pleased to be given the opportunity to witness first hand the official launch of the Constitution at a Downing Street reception in January 2009. Heather Aylward from our public engagement team attended the launch. She said: “This landmark document puts in one place what patients, staff and the public can expect of the health service. It is designed to safeguard the future of the NHS, making sure it continues to be relevant to the needs of patients, the public and staff for many years to come. We were delighted that the NHS in Hertfordshire was able to be present at this historic event.”
Complaints and compliments NHS East and North Hertfordshire aims to provide the highest possible standard of care for everybody using our services. Unfortunately sometimes things can go wrong and we recognise that you may not always be happy with the services that you receive. In such circumstances we would be pleased to hear any comments, complaints or compliments about our services, so that we can build on our strengths and make improvements. You can raise your concerns immediately by speaking to any of the following: • •
•
T he health care professional or person who provided the service, such as your nurse or doctor. The Patient Advice and Liaison Service (PALS) who may be able to resolve your concerns immediately without the need to make a more formal complaint. The GP or practice manager, dentist, optometrist or pharmacist concerned. If you would like advice on making a complaint please contact the Complaints Team on 01707 390855 or email enquiries@herts-pcts.nhs. uk or write to us at Charter House, Parkway, Welwyn Garden City AL8 6JL.
The constitution sets out patients’ rights as well as their responsibilities to look after their own health, and also contains a range of pledges to patients, public and staff, which the NHS is committed to achieving. The NHS Constitution can be found at: www.eoe.nhs.uk/nhs_constitution
The Local Involvement Network (LINk) LINks are independent networks of organisations and individuals representing the views of local people, providing the opportunity for as many people as possible to have a say in how health and social care services are planned, developed and implemented locally. The independent Hertfordshire Local Involvement Network (LINk) was launched in 2008 as a way for everyone in the community – from individuals to voluntary groups to: • • •
S ay what they think about local health and social care services – what is working and what is not Influence how services are planned and run See how their feedback helps services to improve
The LINk has focused its work on issues such as access to dentists, the location of family planning clinics and cancer screening. More information on the LINk can be found at: www.communityvoicesonline.org
Where to go for further information Our website www.enherts-pct.nhs.uk contains information on a wide range of local health services NHS Choices www.nhschoices.nhs.uk contains a huge amount of useful information, from healthy living to coping with long term conditions. You can also learn more about hospital services and share your experiences in the ‘Find and choose services’ section NHS Direct www.nhsdirect.nhs.uk or 0845 46 47 provides health advice and information 24 hours a day, 7 days a week Look out for our NHS roadshows - coming to a town near you soon
Other useful contacts
Lister Hospital, Stevenage 01438 314333
Adult Care Services (adult social services), Hertfordshire County Council 0300 123 4042
Minor Injuries Unit, St Albans 01727 897182
Age Concern Hertfordshire 01707 323272 Carers in Hertfordshire 01992 586969 Children, Schools and Families (children’s social services), Hertfordshire County Council 0300 123 4043
Minor Injuries Unit, Bishop’s Stortford 01279 655191 (ext 4298)
National Pandemic Flu Service – Recorded information 0800 1 513 513 National Pandemic Flu Service – Treatment 0800 1 513 100 NHS East and North Hertfordshire (switchboard) 01707 390855
Chlamydia testing – free confidential testing for 16 – 24 year olds. Visit www.c-sure.org.uk
PALS (Patient Advice and Liaison Service) 01707 369699
Dental Hotline – need an NHS dentist? 01707 369645
QEII Hospital, Welwyn Garden City 01438 314333
Emergencies – Dial 999 for an ambulance
Registering with a GP 01707 369720
FRANK (the national drugs helpline) 0800 776 600
Spring House Medical Centre, Welwyn Garden City 01707 294354
GP Out of Hours Service (evenings and weekends) 03000 333 333 Help with Health Costs – People on low incomes can get help with the cost of prescriptions, eye tests, dental treatment and travel to hospital. Please ask your optician, dentist or GP for a copy of the HC1 leaflet and application form. Or you can phone the Prescription Pricing Authority on 0845 850 1166 Hemel Hempstead Hospital 01442 213141 Hertfordshire Partnership NHS Foundation Trust (Mental health) 01727 804700
St Albans City Hospital 01727 866122 Stop Smoking Service – giving up smoking is the single most important thing you can do to improve your health. Free NHS help is available on 0800 389 3998 Watford General Hospital 01923 244366 West Herts Medical Centre, Hemel Hempstead 03000 33 22 33
Do you need an NHS dentist?
To find an NHS dentist in Hertfordshire phone 01707 369645 or email dentalappointments@herts-pcts.nhs.uk