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Important Information, Polocies and Freedom of Information


Mission statement

Hoveton & Wroxham Medical Centre aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:

  • Provide a service which puts patient welfare at the heart of all we do


  • Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients


  • Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team


  • Nurture a culture which is innovative, forward looking and adaptable


  • Participate in research and take into account the evidence provided by scientific and medical research in our treatment



Caring for well being in body, mind, spirit and relationships

  • Conveying compassion in word and action
  • Assessing and responding to needs
  • Providing an appropriate range of services
  • Maintaining a health promoting environment


Respecting all

  • Showing courtesy
  • Seeking to understand
  • Treating all fairly
  • Valuing each person as a unique individual
  • Being especially supportive to the vulnerable


Working as a team

  • Relating well within the team
  • Valuing the contribution of each team member
  • Building a mutually supportive environment
  • Co-operating with other teams
  • Encouraging responsible involvement by our patients



  • Speaking and acting truthfully
  • Being accountable for our actions


Learning and improving

  • Adapting to change
  • Building on achievements
  • Developing our services


Routine access to a doctor of your choice and the availability of specialist health care at Hoveton & Wroxham Medical Practice is good, but 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.



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 for reasons detailed earlier in this leaflet, 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 are committed to achieving this, we would like you to feel the same.



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


Computerisation of all medical records produces many benefits for preventative medicine and prescribing and information held on computer systems could occasionally be used for research by authorised personnel only.Locked blue folder


All computerised records are protected under the terms of the Data Protection Act. If you would like additional information, or do not wish for your records to be used for research purposes, please advise our Reception staff



We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.


Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.


All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.


In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released - such as for medical reports for insurance, solicitors etc.


To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.


You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.



This privacy notice explains why the GP Practice collects information about you, how that information may be used and which organisations the information will be shared with to ensure you receive the best possible care.

What Information Do We Collect?
Your healthcare records contain information about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.).  NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Your healthcare record may include the following information;
Details about you, such as address and next of kin• Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.

Notes and reports about your health

Your NHS Number

Details about your treatment and care

Results of investigations, such as laboratory tests, x-rays, etc.

Relevant information from other health professionals, relatives or those who care for you

Why Do We Collect This Information?
To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may also be used for clinical audit to monitor the quality of the service provided. In addition your information will be used to identify whether you are at risk of a future unplanned hospital admission and/or require support to effectively manage a long term condition.

Health Risk Screening
Your local GP Practice in North Norfolk is planning to screen patients aged 18 and over already diagnosed with a long term conditions, such as diabetes, dementia, respiratory disease and heart disease.  Health risk screening is now a commonly used practice within the NHS that entails accessing healthcare records electronically, and using the data to identify patients who may be at risk of future hospital admissions. The data is then used to identify how best to support patients to avoid an admission and to manage their condition more effectively.

How Do We Use This Information?
The results of the screening will enable your GP to decide whether you would benefit from the assistance of a multi-disciplinary care team made up of other healthcare providers, social care professionals such as a district nurse or consultant physician and/or support from voluntary sector organisations.   Your information will need to be shared with this team to assist your GP to identify the best care for you.

Do I need to do anything to give my permission?  No. You do not need to do anything if you are happy to give your permission for health risk screening.  However if details from your healthcare records need to be shared as part of a clinical care discussion within the multi-disciplinary care team, we will contact you to obtain your consent. What if I do not want to give my permission?  If you have any concerns or wish to opt out of health risk screening you should speak to your Practice Manager. The Practice will ensure that your decision is recorded so your records will not be included in any screening process and/or multi-disciplinary care team discussion.

Who Will We Share Your Information With?
For the purposes of Health Risk Screening we may need to share your information with the following organisations, with your consent:

Community Link Nurses and/or Community Matrons from Norfolk Community Health and Care Trust (NCHC)

Representatives from Adult Community Services, Norfolk County Council (NCC)

Representatives from Norfolk and Suffolk NHS Foundation Trust (NSFT)• Integrated Care Coordinators (ICCs) (employed by NCC and NCHC)

Voluntary Support Organisations commissioned by NNCCG

How Do We Maintain the Confidentiality of Your Records?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act 1998 (which is overseen by the Information Commissioner’s Office), Human Rights Act, the Common Law Duty of Confidentiality, and the NHS Codes of Confidentiality and Security. Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential. Anyone who receives information from an NHS organisation has a legal duty to keep it confidential. We maintain our duty of confidentiality to you at all times. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), or where the law requires information to be passed on.  Anyone who receives information from us is also under a legal duty to keep this information confidential.

How your records are used to help the NHS
Your information may be used to help assess the needs of the general population and make informed decisions about the provision of future services.  Information can also be used to conduct health research and development, monitor NHS performance, to help the NHS plan for the future and to investigate complaints in respect of the services we commission.

We will not publish any information that identifies you or routinely disclose any information about you without your express permission.  At any time you have the right to refuse/ withdraw consent to information sharing.  The possible consequences will be fully explained to you, such as potential delays in receiving care.
There may be circumstances where we are bound to share information about you owing to a legal obligation, such as for the benefit of public health in the event of a pandemic.

Invoice Validation
If you have received treatment within the NHS, North & East London Commissioning Support Unit – Anglia (NEL CSU Anglia) may require access to your personal information in order to determine which Clinical Commissioning Group is responsible for paying for the treatment or procedure you have received.  Information such as your name, address and date of treatment may be passed on to enable the billing process. These details are held in a secure environment and kept confidential. This information will only be used to validate invoices, and will not be shared for any further commissioning purposes.

Access to Your Information
You have a right under the Data Protection Act 1998 to access/view what information the surgery holds about you, and to have it corrected should it be inaccurate. This is known as ‘the right of subject access’. If we do hold information about you we will:

give you a description of it;

tell you why we are holding it;

tell you who it could be disclosed to

let you have a copy of the information in an intelligible form.

If you would like to make a ‘subject access request’ please contact the Practice Manager in writing.

Customer service form

Guide to Information provided by GPs under the model publication scheme


Under the Freedom of Information Act 2000 all public authorities are required to have and operate a publication scheme approved by the Information Commissioner. Doctors providing medical services under most contracts with the NHS in England, Wales and Northern Ireland are public authorities in respect of information relating to those services.


It is the intention of the Information Commissioner that all public authorities should adopt and operate the one model scheme that has been approved. This is a very general scheme based on the principal that all public authorities need to recognize the public interest in the transparency of the services provided for and paid for by the general public. It is a commitment to make information easily available to the public.


Note: The scheme is only for information held as a public authority and does not include any information that is not held, is held for other purposes or would be exempt from release. 


The scheme requires three documents to be considered:


the model scheme itself;   

our guidance on adopting and operating the scheme; and, 

a guide provided by the public authority indicating what information will be provided, how it will be provided and whether any charge will be made for its provision. 


To assist medical practitioners who are public authorities we have produced the outline of a guide for their use. They should consider expanding elements of it to provide greater explanation and additional information where this can be done. For example if there are specific plans for the provision of NHS services these could be detailed. It is not necessary to submit the guide completed by the practice for approval.   


We recognize that it is unlikely that GPs are going to have registers available for public inspection and while this remains the case “None Held” can be entered in this section. Under policies and procedures we have listed the policies we would expect practices to have. Again if this is not the case, “Not held” can entered in the relevant part. Any additional policies should also be listed.


Fees should be requested only where this is done in accordance our guidance.

Needs Profiling of 0-19 year olds - How your NHS records are used:

This practice is taking part in a new NHS service that helps your GP to spot whether more help is needed to manage children’s health. The service is called “needs profiling”.


Using information from your health records, a secure NHS computer system will look at any recent treatments children have had in the community or at this surgery, and any existing health conditions that they have, and alert the doctor to the likelihood of a possible future hospital admission. This may include screening service and technologies that help us search all of our patient’s records to identify patients that would most benefit from a particular treatment, sometimes by linking the information we hold with information about you from other organisations providing your care. The clinical team at the surgery will use the information to help patients get early care and treatment where it is needed.


The information will be seen only by qualified health workers involved in your care. NHS security systems will protect your health information and patient confidentiality at all times.

If you don’t want your information being used in this way, or have any other concerns, please contact Annette Blackburn, Practice Manager, on 01603 782155.


Information available from Hoveton & Wroxham Medical Practice providing medical services under contract to the NHS under the Freedom of Information Act model publication scheme


Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service.


Information to be published

How the information can be obtained

(eg hard copy, website)

Class1 - Who we are and what we do


This publication scheme is a complete guide to the information routinely made available to the public by Dr Clare Singh, Dr Vivienne Fowler, Dr Matthew Morley, Dr Carsten Dernedde, Dr William Brookings.


It is a description of the information about the Hoveton & Wroxham Medical Practice and the General Practitioners that work there that is available to the public.


It will be reviewed at regular intervals and we will monitor its effectiveness.


The Practice is part of NHS Norfolk and provides services for patients living within the boundaries of Hoveton & Wroxham and surrounding localities.


The Hoveton and Wroxham Medical Practice is located at:

Stalham Road, Hoveton, Norwich NR12 8DU


The Practice supplies services in accordance with a Personal Medical Services contract held with NHS Norfolk.


A full list of local General Practices can be found on NHS Choices website


For further details about any of the information on this form please access the Practice




Contact Annette Blackburn - Practice Manager/ Mrs Heather Leishman - Business Manager


There may be a charge made to cover the costs of copying, printing, postage and the administrative costs involved in responding to requests under the Freedom of Information Act.


You will be notified of such charges at the time of request.

Doctors in the practice 



Dr Clare Singh

Dr Vivienne Fowler

Dr Matthew Morley

Dr William Brookings

Dr Carsten Dernedde

GP Registrars:

On rotation from Health Education East of England



Contact Details for the Practice

The Practice can be contacted by telephone on 01603 782155.

The Practice can be contacted by fax on 01603 782189.

The Practice can be emailed on (please do not use this email address for any clinical correspondence).

To write to the Practice please use the following address: Hoveton & Wroxham Medical Centre, Stalham Road, Hoveton, Norwich, NR12 8DU

The Practice website is available at 



Opening hours


The Practice is open from 8.30am to 6pm Monday to Friday. 



Other staffing details


The full names of the GPs at the Practice are listed in the introduction to this publication scheme.  The Practice also employs:

-   Nurse Practitioners

·  Practice Nurses

·  Dispensers

·  Administrative & Reception Staff

-  Business Manager

·  Practice Manager

·  Data and Quality lead






Class 2 – What we spend and how we spend it

(Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit)


The Hoveton & Wroxham Medical Centre receives money from NHS Norfolk according to its contract for Personal Medical Services.


Please see also publication of earnings below



There may be circumstances where material cannot be released because it is confidential or commercial information or the appropriate officer for these purposes, under the Act, has taken the view that it maybe prejudicial to the conduct of the Practice’s affairs.


Audit of NHS income


NHS Income is audited in several ways using software such as CQRS or other search based audits as requested by North Norfolk CCG and NHS England.


Publication of Earnings


All GP Practices are required to declare the mean earnings (eg average pay) for GPs working to deliver GP services to patients at each practice.


The average pay for GPs working in the Hoveton and Wroxham Medical Centre in the last financial year was £55,064 before tax and National Insurance. In 2014 this figure was £72,8528. This is for 2 full time GPs, 4 part-time GPs and one locum GP who worked in the practice for more than six months.


Source Practice Accountants - Lovewell Blake LLP.


This information is available in other formats on request to Annette Blackburn Practice Manager.

Class 3 – What our priorities are and how we are doing

(Strategies and plans, performance indicators, audits, inspections and reviews)


Our priority is to provide high quality services as commissioned by North Norfolk CCG under our PMS Contract.


In addition under the Quality And Outcomes Framework (QOF) we satisfy a range of clinical and administrative performance indicators which are subject to audit and review by the Department of Health, North Norfolk CCG and NHS England.


The Practice trains GP registrars and medical students as we believe this enhances educational opportunities and the quality of clinical practice.




Plans for the development and provision of NHS services

During 15/16 our priorities are to:

· Maintain our excellent level of care provided to our patients

· Provide a variety of appointments to improve access for all our patients

· Discuss our priorities and level of service with our Patient Participation Group








Class 4 – How we make decisions

(Decision making processes and records of decisions)


Practice Meetings with Partners and staff.


Attending Council or Members Group meetings for NNCCG


GP Forums/GP Training meetings


Practice Manager Forums


Meeting with Patient Participation Group


Feedback through Friends and Family cards and suggestion box


The practice holds weekly meetings with the management team and the clinical staff, covering the following topic a week, Significant Events (events that we think we can learn from), Safeguarding, Prescribing, Clincal updates, internal Operations, MDT and care of our terminally ill patients, review of patients who have recently deceased as well as the discussions about the partnership business.


Available on request from Annette Blackburn Practice Manager or Heather Leishman Business Manager



Records of decisions made in the practice affecting the provision of NHS services

Available on request from Annette Blackburn Practice Manager/ Heather Leishman Business Manager



Class 5 – Our policies and procedures

(Current written protocols, policies and procedures for delivering our services and responsibilities)


Current information only (mark “not held” against any policies not actually held)


Available on request from Annette Blackburn Practice Manager/ Heather Leishman Business Manager

General Policies and procedures about the employment of staff

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Internal instructions to staff and policies relating to the delivery of services

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Equality and diversity policy

Available on request from Annette Blackburn Practice Manager or Heather Leishman Business Manager


Health and safety policy

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Complaints procedures (including those covering requests for information and operating the publication scheme)

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Records management policies (records retention, destruction and archive)

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Data protection policies

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager

Policies and procedures for handling requests for information

Available on request from

Annette Blackburn Practice Manager or Heather Leishman Business Manager





Class 6 – Lists and Registers


Currently maintained lists and registers only



Any publicly available register or list (if any are held this should be publicised; in most circumstances existing access provisions will suffice)

None held





Class 7 – The services we offer

(Information about the services we offer, including leaflets, guidance and newsletters produced for the public)


The practice has an up to date booklet available in Reception and on the Practice website entitled ‘Information for Patients’. This booklet provides information about the Doctors and staff who work at the surgery and the services we offer. 


Other information is available on the practice notice boards and display tables in the waiting areas.


The Practice publishes a regular newsletter for patients with information about events and campaigns running in the practice.


Available in the Practice or from the Practice website 




The services provided at the Practice are



· Carers support group (for carers of people with Alzheimers and Demetnia)

· Cervical cytology

· Child health surveillance

· Contraceptive services

· Disease management clinics

· District nurse

· Health promotions clinics 

· Health visiting through community services

· Immunisations

· Maternity medical services

· Mental Health Link Worker

· Minor surgery services

· Occupational Health Medicals

· Travel Clinics

· Yellow Fever centre

· Physiotherapy through community services



Charges for any of these services


The following may attract an additional fee

· Some travel vaccinations (such as yellow fever)

· Some medicals and reports (such as HGV medicals and insurance reports)

· Occupational health services


Information leaflets


Information leaflets on a number of health matters are available on request or from either of our reception areas.



Out of hours arrangements 


Out of Hours cover is contracted by NHS Norfolk to the East of England Ambulance NHS Foundation Trust


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