Contacting us
Greyfriars Health Centre
Phoenix House
Howard Street South
GREAT YARMOUTH
Norfolk
NR30 2PT
Tel: 01493 335340 / 01493 335341
Fax: 01493 335373
Email: GYWCCG.gfwalkincentre@nhs.net
GREYFRIARS HEALTH
CENTRE
A Guide to our
Services
Opening hours
You can visit Greyfriars Health Centre to see an experienced nurse for
treatment of minor injuries and illnesses seven days a week, 8am until 8pm.
You do not need an appointment.
Out of Hours
For urgent advice and treatment when our practice is closed, you can call 111
to access non-emergency treatment but it’s not a 999 emergency. Simply dial
111. Please do not attend A&E for non-emergencies.
Other local NHS services
In additional to Greyfriars, there are minor injuries centre at both Beccles and
Halesworth and another Walk-in Centre at Timberhill in Norwich.
Additionally, pharmacists can offer sound advice and also operate extended
hours on a rotational basis.
This leaflet can also be made available on request in braille, on audio cassette
tape, on disk and in large print.
Greyfriars Health Centre
Phoenix House
Howard Street South
GREAT YARMOUTH
NR30 2PT
Telephone: (01493) 335340 / 335341
Website: www.mhgreyfriars.co.uk
January 2014
Greyfriars Health Centre offers both the traditional services of a GP surgery
and is also a walk in centre serving the whole of Great Yarmouth as well as its
surrounding villages.
The Nursing Team
About us
Rolly Aldeguar - Nurse Practitioner
Malling Health has grown out of a tradition of general practice based on
‘good medicine’ which has been the ethos of our practices ever since our first
practice was opened in the 1940’s.
Stevie Hesse – Nurse Practitioner
Since opening in Phoenix House in October 2011, the team has grown and
now includes General Practitioners, Nurse Practitioners and Practice Nurses,
Reception and Administrative Staff including the management team. It is our
intention to give all of our patients a high quality service and our staffs are
committed to helping you. We are very proud of our newly refurbished and
modern surgery. It has a light, airy waiting room, easy access, parking
facilities and on bus routes.
Anne Teale – Senior Practice Nurse
Malling Health is a limited partnership (LLP) based in Kent
Regional Management
East of England Regional Manager – Julie Styles
Local Medical Director – Dr Taj Mirza
Management Team
Practice Manager – Mat Phillips
Nurse Manager – Fenella Rawlings
Deputy Practice Manager – Yvonne Ellis
GPs, GMC Numbers and Principal Qualification
Dr Tajammal Mirza (6063888, MBBS 1993)
Dr Patrick Frew (2782465, BChir 1982)
Dr Peter Rowan (2249861, MBBS 1974)
Dr Flora Hill (4329460, MBBS 1996)
Dr Keivan Maleki (6042387, MD 1992)
Dr Helen Kemp (1454590, MBBS 1970)
Dr Elian Perceli (6168851, Carol Davila)
Fenella Rawlings - Nurse Practitioner/Manager
Michelle Dimmock – Nurse Practitioner
Donna Blowers – Practice Nurse
Sharon Coates – Practice Nurse
Katrina Kelly – Health Care Assistant
The Practice Team
We would love to hear your ideas and suggestions to allow us to continually
improve the service we offer you. Either write to the practice manager directly or
speak with the reception team who will direct your comments to the most
appropriate person.
Greyfriars Health Centre provides services for
registered and non-registered patients
Services for Non-Registered Patients
Treatment minor injuries and illnesses, including:

Wounds, e.g. superficial cuts and bruises, minor burns and scalds, insect
or animal bites, risk of tetanus, minor head injuries

Muscle and joint injury, e.g. strains and sprains, back pain, tendonitis

High temperature.

Headaches and dizziness.

Coughs, colds, ‘flu-like’ symptoms and hay-fever.
 Ear, nose and throat infections (e.g. minor infections such as sore throats,
and ear aches).
See below a list of some of the services offered by Greyfriars:
 Eye care e.g. conjunctivitis, styes, removal of superficial foreign bodies.
Flu Vaccination
 Stomach ache, indigestion, constipation, vomiting and diarrhoea.
Flu vaccinations are offered to all patients aged 65 and over and for adults
and children who have:
 Dermatology and skin complaints e.g. rashes, minor allergic reactions,
scabies, head lice, sunburn.
 Genito-urinary problems e.g. urinary infections, thrush and menstrual
problems.
 Lifestyle/health promotion.
 Emergency contraception.
 Pregnancy testing and advice.

Lung disease, including those with asthma who have had drug
treatment within the past 3 years.

Chronic heart disease.

Chronic kidney disease, chronic liver disease, chronic neurological
disease, people with suppressed immune system due to illness or
treatment, diabetes.
 Weight management.
We will be advertising the service during September each year and will
contact those registered patients who fall into the categories mentioned. If
you feel you should be offered a flu vaccine, please speak to a member of the
reception team.
 Health screening and chronic disease surveillance.
Travel Vaccines
 Sexual health/lifestyle advice.
 Smoking cessation.
 Monitoring of chronic disease, such as blood pressure checks.
 A dressings service
We offer a full range of travel vaccines and our Practice Nurses are fully
trained in not only administering travel vaccines, but also in offering essential
travel health advice. A charge may be made for certain vaccines. If you would
like travel vaccines, please call the surgery and book a travel consultation 6 8 weeks before departure to ensure you get the right vaccines before
travelling.
Services for Registered Patients
Antenatal Clinics
In addition to the services available to non-registered patients, registered
patients have the full resources available to them as a ‘normal’ GP Practice.
The significant benefit to Greyfriars registered patients is that you have the
comfort of knowing that within this area, we are the only practice that offers
patients access to a doctor at their own practice every day of the year!
We will be running antenatal clinics. If you know you are pregnant, please
arrange with reception to see a midwife.
 Phlebotomy.
 Cholesterol and blood sugar testing.
 Nurse-led musculo-skeletal assessment.
We advise you to telephone the surgery to make an appointment so
you do not have to wait.
Family Planning
A full range of family planning services are available
Cervical Smears
Medical examinations relating to: Fitness to drive, fitness for certain sports,
pre-employment, HGV, PSV licenses etc.
Cervical screening can prevent cancer of the cervix by finding and identifying
any abnormal cell changes. Regular smear tests can save your life.
Appointments
If you require a smear, please let the reception team know that this is what
you need in order that they can make a longer appointment for you.
Contact our reception staff on 01493 335340 to book an appointment.
Cervical smears are given to women aged 25 and over every 3 years then
every 5 years to women aged over 50. We will send out automatic reminders
to our registered patients.
Information
We have a wide selection of booklets available for your information. If you
can’t find what you’re looking for, please just ask at reception or our nurse
team and they will try and help you.
Immunisations
It is very important to make sure that children continue to be protected from
infections such as measles, mumps and rubella. Immunisations are carried
out by the practice nurse and reception can provide information regarding
the correct age to administer different childhood immunisations. Make sure
your child remains protected.
Minor Operations
We can carry out minor operations at Greyfriars Health Centre should there
be a requirement. Please discuss with our staff.
Non NHS Services - Medical Certificates and Examinations
The NHS does not cover certain certificates and examinations. For these a
fee is charged according to the British Medical Association recommended
scales as displayed in the surgery.
These include: Private sickness certificates, holiday cancellation certificates,
fitness to travel, freedom from infection certificates, insurance certificates for
continued sickness and passports etc.
 Urgent cases are seen on the day.
 If your condition is non-urgent, you can expect to see a GP within two
working days, though you may have to wait longer if you want to see a
particular GP. If you don’t need an appointment within two working days,
you also have the option to book up to 2 weeks in advance if this is more
convenient to you.
 Nurses based in our practice treat patients for a wide range of common
conditions. You can expect to see a nurse within one working day.
 Let us know if more than one person in the family needs to be seen. We
can give you a longer appointment if necessary.
 Tell us if you want someone to accompany you during an examination or a
private room to discuss any matters. Remember that the results of tests
can only be given to the patient.
You can book to have a telephone consultation with a doctor. He or she will
ring you at an agreed time on the telephone number you have given.
Patient Participation Group
Greyfriars Health Centre has a Patient Participation Group which meets on a
regular basis. If you wish to join the group, need further information or have
any comments or suggestions for the group please ask at reception or email:
GYWCCG.gfwalkincentre@nhs.net
Should you not be able to commit to attending the meeting, why not
consider becoming a ‘virtual’ member of the PPG? Simply email or call
through your suggestions for the agenda and they will be discussed. As for
those who attended, you will receive a copy of the minutes.
Repeat Prescriptions
Our repeat prescription system is computer run. If you take medication on a
regular basis, you will be given a list of your repeat medication with your
prescription. Bring this list to the surgery approximately one week before
you run out of medication.
Please allow 48 hours before returning to collect your prescription.
To ensure there is no prescribing error we are unable to accept telephone
requests. If you are given medication by the hospital, which needs to be
repeated, please bring the container with any other details, to the surgery.
If you would prefer to have some time to think before deciding where and
when to have treatment, you will be offered the option of calling the practice
later and we will be able to book your appointment then.
Blood and Other Test Results
On average please allow 4 working days for test results to come back unless
your doctor or nurse has advised you otherwise. Items such as X-Rays and
Smear Test results will take longer and this will be explained. For your test
results, please telephone the surgery after 2pm.
Home visits
Please bring your own repeat prescription list with you whenever you see the
doctor or nurse.
Our doctors typically see four patients in the practice in the time it takes to
do a single home visit. For this reason, we ask our patients to come to the
practice if at all possible.
For ease you can order your repeat prescription online at:
www.mhgreyfriars.co.uk
However, we can visit you at home if your condition means you cannot
attend Greyfriars. Please ring before 10am to arrange a visit and let us know
if your condition is urgent.
How to Register
After hours treatment
To register with the practice please bring your NHS Medical Card to the
Surgery. It is possible to register if you cannot find your medical card, simply
ask the receptionist for a registration form.
NHS 111 is a new service that has been introduced to
make it easier for you to access local NHS healthcare
services. You can call 111 when you need medical help
fast but it’s not a 999 emergency. NHS 111 is a fast and
easy way to get the right help, whatever the time.
The Practice Nurse will offer new patients on medication or anyone over the
age of 15 a registration check. Should any patients under the age of 15 be
taking multiple or specialist medications, then it would always be safest to
request a new patient check for them.
You should use the NHS 111 service if you urgently need
medical help or advice but it's not a life-threatening situation.
Specialist and Hospital Care
Your local pharmacist
If a GP or another member of our health care team believes you need
hospital treatment or specialist care elsewhere, they will ask you where and
when you would like to go. They can then book your appointment
electronically.
Your local pharmacist will be able to give you free health advice at any time you do not need an appointment. Many pharmacies operate extended hours
on a rotational basis.
NHS England
As from 01 April 2013, NHS England was established and is the overarching
governing body within the NHS. Its aim is to increase transparency in the NHS
and improve services for patients.
If you are Dissatisfied with the Outcome and wish to escalate your
complaint, you have the right to approach the Ombudsman. The contact
details are:
Their mission statement is: “We work with NHS staff, patients, stakeholders
and the public to improve the health outcomes for people in England - The
NHS belongs to the people.” - The NHS Constitution. Further information can
be found at: http://www.england.nhs.uk/
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
LONDON
SW1P 4QP
Tel: 0345 0154033
Complaints
Website: www.ombudsman.org.uk
NHS Greyfriars Health Centre aims to give a friendly and professional service
to all our patients. However, if you have any concerns about any aspect of
our service, please let us know. The complaints manager is the Practice
Manager, he will involve you at all stages of the investigation and you have a
right to know what changes are made as a result of your complaint, what
lessons have been learnt, and how services will be improved. Making a
complaint will not affect any care and treatment you may be receiving and all
complaints are dealt with in the strictest confidence.
Patients with particular needs
Greyfriars is accessible to patients using a wheelchair. There is a ramped
entrance and patients with a disabled badge may park near to the
entrance. However we do request that patients do not park immediately
outside the front doors as this may hinder emergency vehicle access.
We can arrange interpretation in person or by phone for patients who do
not speak English.
Other bodies who to complain to:
Emergency Dental Treatment
NHS England
PO Box 16738
REDDITCH
B97 9PT
Tel: 0300 311 2233 (Local Rate Charges Apply)
Email: England.contactus@nhs.net
The Patient Advice and Liaison Service (PALS) provide confidential advice
and support.
Tel: 0800 587 4132
Email: norpct.pals@nhs.net
Greyfriars Health Centre medical team does not treat/deal with dental
problems as the General Dental Council prohibits GP’s and other medical
health care professionals from doing so. However, we do not wish any of our
patients to be in pain and as such we could offer help with pain relief.
Please see below link to advice on what to do to get an emergency dentist:
www.getmeadentist.co.uk/emergency_dental_treatment.asp
Patient’s Confidentiality
Your responsibilities to us
We respect your right to privacy and keep all you health information
confidential and secure.

Please be punctual, but be prepared to wait if your own
consultation is delayed for whatever reason.
It is important that the NHS keeps accurate and up-to-date records about
your health and treatment so that those treating you can give you the
best possible advice and care. This information is only available to those
involved in your care and you should never be asked for personal medical
information by anyone not involved in your care.
Tell us if you need to cancel your appointment.
You have a right to know what information we hold about you. If you
would like to see your records, please discuss with our Practice Manager.
If you would like to know more, please see link below.
www.greatyarmouthandwaveneyccg.nhs.uk/_store/documents/healthrec
ordsleaflet_april2013_healtheastversion.pdf

Zero tolerance
We aim to treat our patients courteously at all times and expect our
patients to treat our staff in a similarly respectful way. We take seriously
any threatening, abusive or violent behaviour against any of our staff or
patients. If a patient is violent or abusive, they will be warned to stop their
behaviour and receive a letter from us.
Should this behaviour be repeated, we may exercise our rights to take
action to have the patient removed, immediately if necessary from our
list.

Call for a home visit or urgent appointment before 10am.

Ring for test results after 2pm.

Please treat all surgery staff with respect.

Do not ask for information about anyone other than yourself.

Tell us of any change of name or address, so that our records are
accurate.
Only request an urgent appointment if appropriate.

Home visits should only be requested if you are really too ill to
attend surgery.

Please allow sufficient time for your consultant’s letter or the
results of any tests to reach us. You will be advised of the usual length of
time to wait.

Do let us know whenever you feel we have not met our
responsibilities to you

We would, of course, be pleased to hear when you feel praise is
due as well.