Whitley House Surgery
Crompton Building
Writtle Road
Chelmsford
Essex, CM1 3RW
Telephone: 01245 347539
01245 454600
Fax:
Website
www.whitleyhouse.co.uk
When the surgery is closed call 01245 347539
Whitley House Surgery Online
We are a long established training practice offering a personal, friendly service whilst delivering
a high standard of medical care. The practice was bought by Dr Theo Whitley in 1927 when it
was located at Thorneybrook, New London Road (opposite where Marks and Spencer is now).
Then it expanded and moved to Moulsham Street, where the surgery was named after Dr
Whitley.
The surgery continued to grow and moved to refurbished premises in Writtle Road in September
2003. The building was previously occupied by Marconi and before that Crompton and Co.
Opening Hours
Find out when our practice is open, what the GP consulting times are and what to do if you need
help when the practice is closed. Find out more
Repeat Prescriptions
Do you need to re-order your medication? Visit our prescriptions page and complete the online
form. Find out more
Like To Register?
New to the area and would like to join our practice? We would be happy to help you. Fill in our
registration forms and come see us. Find out more
Opening Times
Please note, the phone lines open for appointment booking from 8am
We have some early morning surgeries, but these are for pre-booked appointments only
Times
Monday
08:00 - 18:30
Tuesday
07:00 - 18:30
Wednesday
08:00 - 18:30
Thursday
07:00 - 18:30
Friday
07:00 - 18:30
Weekend
closed
GP Availability
Monday
Tuesday
Wednesday
Thursday
Friday
am
am
am
am
am
pm
Dr Towers
Dr Bell
Dr Monsell
Dr Newman
Dr Boon
Dr Hooper
When We Are Closed
pm
pm
pm
pm
Out of Hours Service
Primecare Service provides out-of-hours care from 6.30pm through to 8.00am each weekday,
and throughout the day and night at weekends and Bank Holidays. This service can be obtained
using the surgery telephone number (01245) 347539 or ringing direct on 0844 7360 276.
NHS Direct
In the case of urgent need when the practice is closed you can call NHS Direct
(www.nhsdirect.nhs.uk/) (0845 4647) to speak to a triage nurse. Your needs will be assessed and
advice offered or arrangements made for you to see a doctor.
Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the surgery
re-opens.
Call 999 in an emergency. Chest pains and / or shortness of breath constitute an
emergency.
Appointments
We are able to see you by appointment only. Please telephone us on (01245) 347539 or call into
the surgery personally between 8.00am and 6.30pm Monday to Friday.We also have an online
appointment booking service. Please ask at reception for details. A normal appointment is 10
minutes and is intended for one person. Please make a separate appointment for each person to
be seen. If you feel you need more time then please ask for a double appointment.
There is no restriction as to whom you see in the practice as the doctors provide cover for each
other in their absence.
In the event that you need to be seen by a doctor the same day, our receptionist will arrange for
you to be seen but not necessarily by the doctor of your choice. Please telephone before 10.00am
where possible.
The doctors and nurses will do their best to keep to time but illness is not always predictable and
unforeseen events may cause us to run late, in which case we apologise. Our receptionists will
keep you informed of any delays.
The surgery offers a chaperoning service. Please make your GP, nurse or receptionist aware if
you would like a chaperone present at your consultation.
Telephone Advice
Telephone advice is available from our doctors and nurses. Please ask our reception staff if you
require a telephone call and they will be happy to advise on our procedure for this service.
Hearing Disabilities
Our surgery reception is fitted with an induction hearing loop. Please switch your hearing aid to
the ‘T’ position and advise reception. Help with booking appointments over the telephone is
available from RAD (Royal Association for the Deaf). Please advise reception if you wish to use
this facility.
Language Translation
If you need an interpreter for your appointment with a doctor or nurse this can be arranged with
Language Line. Please inform reception of your requirement.
Home Visits
If possible please try to telephone reception before 10:00 if you require a home visit.
You may only request a home visit if you are housebound or are too ill to visit the practice. Your
GP will only visit you at home if they think that your medical condition requires it and will also
decide how urgently a visit is needed.
You can be visited at home by a community nurse if you are referred by your GP. You should
also be visited at home by a health visitor if you have recently had a baby or if you are newly
registered with a GP and have a child under five years.
Sickness Certificates
You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your
employer may however require you to complete a self-certification form (SC2) which is
available from your employer or on the HMRC website (www.hmrc.gov.uk/forms/sc2.pdf) .
Evidence that you are sick
If you are sick for more than seven days, your employer can ask you to give them some form of
medical evidence to support payment of SSP (statutory sick pay).
It is up to your employer to decide whether you are incapable of work. A medical certificate,
now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence
that you are sick and would normally be accepted, unless there is evidence to prove otherwise.
You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist.
Your employer will decide whether or not this evidence is acceptable. If your employer has any
doubts, they may still ask for a medical certificate from your GP.
Statement of Fitness for Work - ’Fit Note'
The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help
you return to work sooner by providing more information about the effects of your illness or
injury.
For more information see the DirectGov website
(www.direct.gov.uk/en/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/Illorinjured/
DG_175850) (where this information was sourced)
Repeat Prescriptions
We require two working days to process repeat prescriptions. Please remember to make
allowances for weekends and public holidays. Repeat prescriptions for regular medication must
be requested in writing, preferably by using the tear-off slip attached to the computer-prepared
prescription. Please mark clearly with a tick against each item required.
You can post in your repeat prescription request to us, and if you enclose an SAE we will return
it to you once prepared. You can also order directly by completing the form below, but you must
register for this. Our receptionists can advise.
Medication Review
Your doctor will wish to review your treatment periodically and ask you to attend the surgery
when this is necessary. A message: 'Review is due on...................', together with the date, is
shown on the right hand side of your prescription, underneath your list of medications to remind
you to make this appointment with your doctor or practice nurse.
Online Services
Online booking, repeats and other associated services are now available through our new clinical
system. Unfortunately the user names and passwords used previously are not compatible with the
SystmOnline so you will need to obtain new ones from reception at the surgery. We apologise
for any inconvenience this may cause and greatly appreciate your patience during the transition
to the new system.
Prescriptions Charges and Exemptions
Extensive exemption and remission arrangements protect those likely to have difficulty in paying
charges (NHS prescription and dental charges, optical and hospital travel costs).
The NHS prescription charge is a flat-rate amount which successive Governments have thought
it reasonable to charge for those who can afford to pay for their medicines. Prescription
prepayment certificates (PPCs) offer real savings for people who need extensive medication.
NHS charges
These charges apply in England only. In Northern Ireland, Scotland and Wales
prescriptions are free of charge.



Prescription (per item): £7.40
12-month prepayment certificate (PPC): £104.00
3-month PPC: £29.10
If you will have to pay for four or more prescription items in three months, or more than 14 items
in 12 months, you may find it cheaper to buy a PPC.


Telephone advice and order line 0845 850 0030
General Public - Buy or Renew a PPC On-line
There is further information about prescription exemptions and fees on the NHS website
(www.nhs.uk/NHSEngland/Healthcosts/Pages/Prescriptioncosts.aspx)
Please allow 48 hours, excluding weekends and Bank Holidays, for your request to be processed.
Any problems please telephone the surgery.
GP Clinics & Services
GP Clinics
We are a busy 6 partner training practice. We run morning and afternoon surgeries, offering a
range of pre-bookable and book on the day appointments.
Nurse Prescriber Clinic
Heather is the latest addition to our skilled nursing team. Heather is a specialist Nurse Prescriber
who is available to diagnose and treat acute and chronic illnesses and prescribe and review
medications (excluding pregnant women and children under 12 years of age).
Repeat Prescriptions
You do not need to see a GP or a Nurse Prescriber for a repeat prescription, unless you are due a
medication review or are concerned about the medications you are on. You can order a repeat
prescription online (ask reception for a username and password). You can also bring your repeat
prescription slip into the surgery or post it in to us.
Fees
Certain services provided by your doctor are not covered by the NHS and for these services you
will be asked to pay a fee. Examples include pre-employment, taxi, HGV or private medicals,
insurance claims, holiday cancellation claims etc.
Nurse Clinics & Services
Nurse Led Clinics
Our practice nurses are qualified and registered nurses. Our team consists of:
Nurse Heather, Sandra, Anne, Sarah, Marian and Healthcare Assistant Colleen
Nurse Prescriber Clinic
Heather is the latest addition to our skilled nursing team. Heather is a specialist Nurse Prescriber
who is available to diagnose and treat acute and chronic illnesses and prescribe and review
medications (excluding pregnant women and children under 12 years of age).
General Clinics
All our nurses can see you for general nursing including family planning, health living advice,
blood pressure checks, dressings, vaccinations, contraception advice, smears etc.
Chronic Disease Management
Nurse Sandra can also see you for chronic disease management of Diabetes, Asthma, COPD and
Hypertension. Nurse Anne can also see you for chronic disease management of Diabetes and
Hypertension
Travel Clinics
In order to allocate sufficient resources to core areas of disease management and general health
issues, the practice regrets that it is unable to provide a full travel clinic service. Nonetheless, we
do still have a limited service in place. For more information please click here:
Travel Health Information
Flu Clinic
Flu clinics for specific patients commence during October each year. Look out for signs in the
surgery and reminders on prescription counterfoils regarding the timing of these then contact
reception to make your appointment if you are eligible.
Other Clinics & Services
Antenatal Clinics
We have community midwives attached to the surgery. Antenatal clinics are held here at Whitley
House on Monday morning 10.00 - 11.20am and Tuesday afternoon 1.30 - 3.40pm.
Baby Clinic
The baby clinic is run by our Health Visiting Team. It is held on the first and third Wednesday of
the month between 1.00 - 3.00pm. Here you can see a health visitor, have your baby weighed or
seek advice.
Health Visiting Team
The Health Visiting Team for our surgery is run by Therese Mccarrick-Roe RM, RGN, ADM BSC
Community Specialist Practitioner and Post graduate Cert in Medical and Health care.
The team's role is to to support and advise following the birth of baby to aged five years giving health
promotion advice and support with evidenced based advice signposting mothers and children on to other
support services.
They also offer home visiting, health assessments post natal support groups child health clinics, parenting
support breast feeding support, sleep management, play skills , behaviour management and support.
Therese can be contacted on 01245 397720
Private Services
The following services are run from the Whitley House Surgery building. They are private
services. The staff running these services are not employed by Whitley House Surgery.
Counselling / Psychotherapy
HELEN GODDARD BACP Accredited Counsellor/Psychotherapist working with both
individuals and couples. I have extensive experience as a counsellor and psychotherapist in GP
Surgeries and Private practice working with a range of issues and presenting difficulties. I offer
longer- term or short-term counselling support, to individuals and couples. Sessions are for 50
minutes and my fee is £40 per session. I work from this Surgery and all counselling is
confidential. Emergency appointments are available.
Current problems, distress or confusion, can often stem from past events. The counselling I offer
will help you to come to a better understanding of yourself and your life enabling you to make
better choices for the future.
Please call me on 07879 994516 or email helen1@live.co.uk please pick up a card in reception.
Physiotherapy
ELITE Physiotherapy Services, is a private physiotherapy clinic, based within Whitley House
Surgery. It offers reduced rate physiotherapy for self funding practice registered patients. As well
as accepting GP referrals, they are registered with all main health insurance companies
(e.g. BUPA / Axa PPP) and you can also self refer for physiotherapy assessment and treatment.
For all appointments and enquiries please contact by telephone 0845 544 0456 leaving a message
as prompted, by email info@elite-physiotherapy.co.uk or via the website www.elitephysiotherapy.co.uk (www.elite-physiotherapy.co.uk)
Test Results
Test Results
We give test results out between 2.00 and 6.00pm Monday to Friday and these can be obtained
by telephoning the surgery on (01245) 347539 or calling into the surgery in person.
Note that the practice has a strict policy regarding confidentiality and data protection and we will
only release test results to the person to whom they relate unless that person has given prior
permission for the release of this data or they are not capable of understanding the results.
When you take your test you will be told how long it will be before the results are returned to the
practice.
It is your responsibility to check your results and to make an appointment to discuss them with
your doctor if your are advised to do so.
Blood Tests
Blood Tests
A blood test is when a sample of blood is taken for testing in a laboratory. Blood tests have a
wide range of uses and are one of the most common types of medical test. For example, a blood
test can be used to:



assess your general state of health
confirm the presence of a bacterial or viral infection
see how well certain organs, such as the liver and kidneys, are functioning
A blood test usually involves the phlebotomist taking a blood sample from a blood vessel in your
arm. and the usual place for a sample is the inside of the elbow or wrist, where the veins are
relatively close to the surface. Blood samples from children are most commonly taken from the
back of the hand. The child's hand will be anaesthetised (numbed) with a special cream before
the sample is taken.
You can find out more about blood tests, their purpose and the way they are performed on the
NHS Choices website.
X-Ray
X-Ray
An X-ray is a widely used diagnostic test to examine the inside of the body. X-rays are a very
effective way of detecting problems with bones, such as fractures. They can also often identify
problems with soft tissue, such as pneumonia or breast cancer.
If you have a X-ray, you will be asked to lie on a table or stand against a surface so that the part
of your body being X-rayed is between the X-ray tube and the photographic plate.
An X-ray is usually carried out by a radiographer, a healthcare professional who specialises in
using imaging technology, such as X-rays and ultrasound scanners.
You can find out more about x-ray tests, how they are performed, their function and the risks by
visiting the NHS Choices website.
Registration
New Patient Registration
It is the policy of this practice that all new patients applying to register with us provide evidence
of their residency in our practice area. Patients already residing in the UK will need to provide
either a current driving licence or a copy of a utility bill, a solicitor's letter or rent book, dated
within the last three months.
New patients arriving from overseas need to provide similar proof of residency plus their
passport and any relevant visas.
If you have been issued with an NHS medical card you will also need to bring this with you
when registering. If you have been registered previously with a doctor in the UK, you will need
to know their name and address to complete your registration.
The receptionist will provide you with a registration pack and take you through the registration
procedure, ie using the equipment provided you will need to take your blood pressure, measure
your height and weight, complete the forms enclosed, retake your blood pressure, then return the
completed pack to the receptionist for processing. Any regular medication, including
contraception will need to be recorded on the form.
Please ensure that you book a routine appointment with a doctor to obtain your first prescription
from the surgery. We will not refuse an application for registration on the basis of the applicant's
race, gender, age, sexual orientation, social class, religion, appearance, disability or medical
condition. We will however refuse applications made by those living outside our practice area.
Patient Guide to GP Services
The Royal College of General Practitioners has produced a useful guide for patients about the
services on offer at GP Surgeries and how to access them. You can download the guide below.
A Patient Guide to GP Services (www.rcgp.org.uk/pdf/rcgp_iyp_full_booklet_web_version.pdf)
Practice Area
Practice Area
Temporary Residents
Temporary Registration
If you are ill while away from home or if you are not registered with a doctor but need to see one
you can receive emergency treatment from the local GP practice for 14 days. After 14 days you
will need to register as a temporary or permanent patient.
You can be registered as a temporary patient for up to three months. This will allow you to be on
the local practice and still remain a patient of your permanent GP. After three months you will
have to re-register as a temporary patient or permanently register with that practice.
To register as a temporary patient simply contact the local practice you wish to use. Practices do
not have to accept you as a temporary patient although they do have an obligation to offer
emergency treatment. You cannot register as a temporary patient at a practice in the town or area
where you are already registered.
Download the Temporary Resident Registration Form
Practice Policies
Confidentiality & Medical Records
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:



To provide further medical treatment for you e.g. from district nurses and hospital
services.
To help you get other services e.g. from the social work department. This requires your
consent.
When we have a duty to others e.g. in child protection cases anonymised patient
information will also be used at local and national level to help the Health Board and
Government plan services e.g. for diabetic care.
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.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act
can be made available to the public. All requests for such information should be made to the
practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients
may request to see their medical records. Such requests should be made through the practice
manager and may be subject to an administration charge. No information will be released
without the patient consent unless we are legally obliged to do so.
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a
genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly,
and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns
appropriately. Further written information is available regarding the complaints procedure from
reception.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has
the right to remove violent patients from the list with immediate effect in order to safeguard
practice staff, patients and other persons. Violence in this context includes actual or threatened
physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we
will notify the patient in writing of their removal from the list and record in the patient’s medical
records the fact of the removal and the circumstances leading to it.
Staff Details
Doctors
Dr Elizabeth Towers Qualified: 1980 St Bartholomew's MB BS
Dr Martin Bell
Qualified: 1982 London MB BS MRCGP DA DRCOG
Dr Neil Monsell
Qualified: 1987 London MB BS DRCOG MRCGP
Dr Cathy Boon
Qualified: 1989 Cambridge MB BCh DRCOG DCH MRCGP
Dr Stuart Newman
Qualified: 1988 London MB BS DGM DRCOG MRCGP
Dr Deanne Hooper
Qualified: 1996 UCLMS MB BS DRCOG DCH DFFP
Nurses
Practice nurses are qualified and registered nurses. They can help with
health issues such as family planning, healthy living advice, blood
pressure checks and dressings. The practice nurses run clinics for longterm health conditions such as asthma or diabetes, minor ailment clinics
and carry out cervical smears.
Heather
Martin
RGN Lead Nurse and Nurse Prescriber
Heather the latest addition to our skilled nursing team. Heather is a
specialist Nurse Prescriber who is available to diagnose and treat acute and
chronic illnesses and prescribe and review medications (excluding
pregnant women and children under 12 years of age).
Sarah
Wells
RGN
Marian
Borton
RGN
Sandra
Swales
RGN
Anne
Francis
RGN
All the above nurses can see you for general nursing including dressings,
vaccinations, contraception advice etc.
Sandra can also see you for chronic disease management of Diabetes,
Asthma, COPD and Hypertension
Anne can also see you for chronic disease management of Diabetes and
Hypertension
Healthcare Assistants
Colleen
Hurren
Healthcare assistants support practice nurses with their daily work and
carry out tasks such as phlebotomy (drawing blood), blood pressure
measurement and new patient checks. They may act as a chaperone when
a patient or doctor requests one.
Practice Management
We would like to welcome Amy Brass - our new Practice Manager - to the
Whitley House Surgery Team. Amy is new to Practice Management but has
worked alongside over 40 GP Practices for over 7 years in her previous role
at Tower Hamlets Primary Care Trust.
The practice manager is involved in managing all of the business aspects of
the practice such as making sure that the right systems are in place to
provide a high quality of patient care, human resources, finance, patient
safety, premises and equipment and information technology. The practice
manager supports the GPs and other medical professionals with delivering
patient services and also helps to develop extended services to enhance
patient care.
Mrs
Amy
Brass
Administration
We have a dedicated Administrative Team who work tirelessly
behind the scenes, helping the practice to run smoothly.
Our Administrative Assistants include David Moffat, Joy
Richardson and Julie Bishop, James Bell
Jane Davey
Assistant Practice Administrator
Karen Barnes
Medical Secretary
Alex Lione
Medical Secretary
Sandra Christie- Administrative Assistant - Medical
Walker
Fiona Luck
Reception Manager
Anna Moffat
Administrative Assistant and Finance Assistant
Reception
Receptionists provide an important link for patients with the practice and are your
initial contact point for general enquiries. They can provide basic information on
services and results and direct you to the right person depending on your health
issue or query. Receptionists make most of the patient appointments with the GPs
and nurses. They also perform other important tasks such as issuing repeat
prescriptions and dealing with prescription enquiries, dealing with financial claims,
dealing with patient records and carrying out searches and practice audits.
Our Reception Manager is Fiona Luck
Our Reception Team comprises: Jill Cotton, Barbara Hastie, Marjie Islin, Hazel
McIntyre, Joanne Reval and June Charrington
Community Midwives
Cathy Ross
Ms Gemma Bellhouse
Amber Jones
Health Visitors
A health visitor is a registered nurse who has received training
particularly related to babies, children and pregnant women. Their
role is to provide families with children under five years old with
support and advice around the general aspects of mental, physical and
social wellbeing.
Therese
McCarrickRoe
Counsellors
Helen Goddard