You may have noticed that whilst we have remained open and available to patients during the pandemic and have continued to offer services according to clinical need, the way we have been delivering some care has been slightly different as we manage coronavirus (Covid-19) following instructions from the Department of Health.

We want to start off by saying thank you for adapting so quickly to these new ways of working – it has been the fundamental change needed to keep you and our staff safe while ensuring you get the care you need.

This is why we ask you to continue what you have been doing to access your GP services and we encourage patients to get in touch for any health concerns that cannot be dealt with by self-care or the local pharmacy or the Walk in Centre.

We thought it would be useful to just update you on how you can access health care as we head into winter with all the associated illness that we tend to see. That way you can be assured that we are open for you albeit with some new ways of working.

Our Services

You can communicate with a member of our healthcare team either through our website, over the phone, video or if needed by face to face consultation. This should support you to see the right person to help you, much quicker. To submit a message to the surgery, this can be done via this website www.castle-partnership.co.uk (or if no internet access by telephone as usual)

• To contact Reception, please us our Ask Reception a Question form.
• To request a repeat prescription, please use our Repeat Prescription Request triage.
• To request an appointment, please use our Request an Appointment with a Nurse or Healthcare Assistant form.
• To contact a GP or Nurse Practitioner, please use our Get Help form.

We have been advised by NHS England, to continue to triage (screen) all patients prior to any face to face appointments taking place, to ensure the appropriate care provision is made available to meet your needs by other routes if appropriate e.g. Phone or video . Face to face appointments continue to be available to those where the doctors and nurse practitioners feel necessary and a clinician will make this decision with you as part of the triage process.

This means:

• You will get seen promptly and in the most appropriate setting;
• You are reducing your risk of catching/spreading coronavirus by avoiding a waiting room;
• You are helping to keep staff healthy and safe;
• The practice is able to maintain a clean environment and protect you from the virus;

We ask you to please not visit the GP practice without speaking to us first.

Please also remember that if you are offered an appointment then it might be with the local Improved Access Service based at the Lionwood and Roundwell Practices. This scheme is part of the commitment to offer quick access to quality GP services outside of our usual hours and during days of high demand. You may speak to or see a clinician you are not familiar with.

The Walk in Centre on Rouen Road remains available to you between 07:00 – 21:00 as a drop-in alternative as long as you do not have Covid Symptoms or contact with Covid positive patients.

A home visiting service, for patients who are unable to leave their home continues to be provided following triage.

There is a wealth of information available at www.gov.uk/coronavirus and from time to time you may be advised to look here for answers to your important questions.

It is important that all our patients are aware that you should not attend the practice if you have coronavirus symptoms as this risks passing the virus onto others. You need to self-isolate and can seek help via NHS 111 111.nhs.uk.

If you have any comments, questions or concerns, then please do get in touch with us to let us know how we can continue to support you.

We have included some FAQ’s below for further advice.

Thank you once again for your support and understanding as we all adapt to a new way of working.

FAQs

Why can’t I walk into my GP practice?

Whilst we have remained open to meet the needs of our patients throughout the pandemic, the coronavirus (Covid-19) pandemic has forced us all to work differently to help slow down the spread of the virus. All healthcare settings are taking special measures to protect you, the public and our staff. We are, and have always been, open and are working as hard as ever, just differently.

Where possible we want to avoid patients having to wait inside a waiting room together, as we know this increases the risk of the virus spreading. Like hospitals and dentists, we have also had to change how we offer our services to you.

If you do need to come in, then we can ensure there are a minimal number of people in the practice, we can maintain social distancing and keep patients and staff safe.

How do I get an appointment?

The easiest and most effective method is to contact us using the practice website via the links above. You can also telephone us although due to high call volumes, it may take some time to get through. We are working as hard as we can to ensure that patients have access to clinicians.

After you have made us aware of what you need, you will be contacted by a clinician to talk through your symptoms either over the phone, through messages or if needed and you have the available technology, through a video consultation.

Why can’t I book a face-to-face appointment?

We have adapted the way in which you can get an appointment quickly and safely. Most patient’s health concerns can be managed over the phone or via video consultation. This is why we are providing you with either an initial phone call or video consultation to decide what would be the best way to help. If we can support you without needing you to come into the practice then we reduce the need for you to travel and reduce the risk of the virus spreading.

If you do need a face-to-face appointment, this will be discussed as part of the triage process between you and the clinician to support you to access your care in the most appropriate way.  If we can ensure there are a minimal number of people in the practice, we can maintain social distancing and keep patients and staff safe.

It is for this reason we have also switched off the ability to book an appointment through SystmOnline.

Will I need to wear a face mask if I come into my practice for an appointment?

To help limit the spread of the virus, we are asking for all patients, excluding children, to wear a face covering when they come the practice. This doesn’t have to be a face mask, but a cloth covering which covers your mouth and nose while allowing you to breathe comfortably. It can be as simple as a scarf or bandana that ties behind the head. You can find additional information by visiting www.gov.uk/government/publications/how-to-wear-and-make-a-cloth-face- covering/how-to-wear-and-make-a-cloth-face-covering

If you arrive at the surgery without a mask or covering, one will be supplied for you.

How do I see/contact a GP during the evening and weekends?

For evening and weekend access to GPs please either visit https://111.nhs.uk/ or call NHS 111. There is also the Walk in Centre open seven days a week from 07:00 to 21:00 and located at:

Rouen House
Rouen Road
Norwich
NR1 1RB

The nearest car park is Rouen Road car park which is 50 yards away. From Golden Bull Street / Cattle Market Street turn into Rouen Road follow the road 200 yards and then turn right into the Car Park. There is also meter parking close by along Rouen Road and Ber Street.

Why is the Mile End Surgery Closed and when will it re-open?

The choice to close the Surgery at Mile End Road was not taken lightly and was closed for reasons relating to business continuity as well as being able to better coordinate our staffing more effectively in light of this new virus.  The Surgery was used to house those members of admin staff who may have been more at risk of contracting the virus as it is often not possible to work from home for many staff.

As from week commencing 28^th September, we are starting to reopen Mile End Road in a phased approach where we will see patients

If I select “today” if I feel the problem needs to be dealt with, will I definitely be contacted today?

We are not able to guarantee that if you select “today” that you will be dealt with. All incoming messages are triaged by staff and those that are decided are urgent will be answered first.  We will always try to ensure that all patients are dealt with in an efficient and appropriate manner, but we cannot guarantee that it will be dealt with on the day.

If not urgent for “today” but there are certain days that you are available and you think it can wait until another day then please let us know within the text boxes

If you submit an online message on our website out of hours, then we will review these the next working day.

If you feel that your problem can wait a few days then please selected this option where appropriate. However if you feel it is a life threatening emergency, then you should call 999 at once.

Should I still come into the surgery for a routine cervical screening appointment?

Yes. Cervical screening is one of the best ways to protect yourself from cervical cancer. Cervical screening checks a sample of cells from your cervix for certain types of human papillomavirus (HPV). Finding high risk HPV early means you can be monitored for abnormal cell changes. Abnormal changes can be treated so they do not get a chance to turn into cervical cancer

Should I still bring my child/baby in for routine immunisations?

Yes, routine vaccinations for babies are continuing as normal. One of the best ways to protect your baby against diseases like measles, rubella, tetanus and meningitis is through immunisation. Your baby needs their first injections at eight weeks, then 12 weeks, 16 weeks and one year. Vaccinations are offered free of charge in the UK – just contact the surgery to book an appointment.

Remember, as well as protecting your own baby, you’re also protecting other babies and children by preventing the spread of disease.

What if I am not registered with your GP practice?

We are still accepting new registrations and would be happy to register you to one of our surgeries. To register, please complete our New Patient Registration form.

You can call any GP surgery to get emergency treatment for up to 14 days if you are not registered with a GP or are away from home, however during the Pandemic you own surgery should be able to help you with a telephone or video appointment.

What do I do if I think I have coronavirus (Covid-19)?

The main symptoms of coronavirus are:

• high temperature – this means you feel hot to touch on your chest or back
• new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
• loss or change to your sense of smell or taste – this means you’ve noticed you cannot smell or taste anything, or things smell or taste different to normal

If you are experiencing one or more of these symptoms then DO NOT visit your GP practice. You should visit 111.nhs.uk/covid-19  or call NHS 111 if you cannot get help online.

You must self-isolate for ten days from when your symptoms started. Anyone you live with, or in your support bubble, who does not have symptoms must self-isolate for 14 days from when the first person started having symptoms.

You must also ask for a test as soon as you start showing symptoms. You can do this online – visit www.nhs.uk/ask-for-a-coronavirus-test or by calling 119.

Can I get a Covid-19 test at the surgery?

No. Currently all testing for the coronavirus in the community is being arranged by the NHS centrally. We have no testing kits at the surgery. You can do this online – visit www.nhs.uk/ask-for-a-coronavirus-test or by calling 119.

What should I do if I have been told to isolate at home due to household member having symptoms or by Track and Trace and I need health advice?

You can still contact us via the website or telephone, for advice and guidance on health matters. We can then help you access care safely at the most appropriate location.