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Following your feedback, and the fact that we have lost 5 clinicians within the last 12 months due to work pressures and stress, we need to change the appointment system at both Manor Park and Park sites.


Before we do this, we need your help. We need a commitment from you all that you will use the service that we offer appropriately and in line with health care guidance.  You have to support us to support your health and wellbeing. We cannot continue as we are. We must change otherwise we are at serious risk of going under due to staff shortages. This is a real possibility. This is why I am seeking your help and support.


This will mean that first and foremost, we have to support the staff at both sites. This is everyone from the cleaner to the senior GP (Dr Mothersdale).

Our staff cannot continue to work as they are; the workload from patient demand and expectation is too great.  We currently have 3 members of the clinical team off sick. This is crippling our service delivery and team morale.  In turn, it is also affecting the amount of appointments that we can offer.  Your frustration from this is causing us to be stuck in a vicious circle of stress, staff shortages and high patient demand.


The new appointment system will be rolled out on Monday 15th July 2019.


The new appointment system is the “Doctor First” model. This system is being used by the majority of GP Surgeries across the country, as it helps to reduce unnecessary appointments and allows clinicians to manage the healthcare needs of their Patients more effectively.

The new system will work like this:


  1. Surgery phone lines are open from 8:00am Monday to Friday. If you need a same day appointment, please phone between 8am and 10am. Naturally, the phone lines will be busy, so please bear with us. The Care Navigator will ask you a series of questions relating to the reason that you are calling.  Based on the information that you share, they will upload this onto the clinical system so that the Clinical Team for that day can triage all calls appropriately.  The Care Navigator will then inform you that a clinician will call you back, they will ask you for the best contact number to reach you on.  Please ensure that you give us your up to date phone numbers. A clinician will then call you back based on priority. If, when the clinician calls you back, they feel that they cannot deal with your needs over the phone, they will book you into be seen at either Manor or Park site (depending on capacity and your personal circumstances) 

Each face to face appointment with our GP’s is for 10 minutes only so please be mindful that if you come with a list of problems not all of them can be dealt with. You may be asked to make a further appointment to address the outstanding issues.

  1. Why will the Care Navigator ask you what is wrong?


Our Care Navigation staff have been through a series of training and up skilling to be able to take down the details that you divulge to them in an appropriate and confidential manner. They are not there to judge you or criticise you, they are simply working under the clinician’s direction to enable us as a whole, to direct you to the most appropriate clinician or health care worker. (This will often be someone other than a GP) as we want to ensure that you receive:


  • The most appropriate medical care
  • From the most appropriate healthcare professional
  • At the most appropriate time
  • To help doctors prioritise house visits and phone calls
  • To ensure that your medication reviews are up to date.  This helps you to manage your medication and prevent you from running out of medication, or us having to refuse medication because your review is out of date (Please note that this is always a safety measure and not a control measure to antagonise patients)
  • To ensure that all patients receive the appropriate level of care
  • To direct patients to see the nurse or other health professional rather than a doctor where appropriate
  • Please remember, ALL of our staff are bound by confidentiality rules. Any information given by you is treated in the strictest confidence

The practice takes any breach of confidentiality very seriously and will deal with it accordingly

You can ask to speak to a Care Navigator in private, away from the reception counter

However, if you feel an issue is very private and do not wish to say, then we will respect your decision


  1. Working Patients: If you are a worker we have “workers appointments” available for you to access. These appointments are usually available after 4pm Mon – Fri and from 08.30am – 11am on Saturday’s. They are available to book on-line and over the phone.
  2. Nurse appointments: These appointments will not change.
  3. Blood taking appointments: We now receive funding from NHS England to be able to offer in house blood taking appointments. We have recently recruited 2 Phlebotomists (Alyssa at Park site and Charlotte at Manor site) they will have weekly clinics to allow our patients to have blood tests taken at the Surgery instead of having to go up to the Hospital.
  4. Patient’s Commitment to manage their health: If you have a long term health issue such as: Diabetes, COPD, Asthma, Heart Disease, High Blood Pressure, or you take long term medication such as, HRT, Opiate style pain relief or Anti-depressants, then you must attend the surgery for regular reviews of these conditions or medications. If we cannot monitor you, we cannot issue these medications. You need regular reviews to ensure that the medication prescribed is still effective and not causing you other side effects that may be harmful to other organs within your body. This is one of the most important aspects of our job. We need you to help us, to help you!
  5. Home Visit Policy

We are not contractually obliged to carry out home visits for Patients, however we realise that Patients who are coming towards end of life (Palliative Care) or are genuinely housebound (bed bound) need to receive appropriate care and we will always care for these Patients. All other Patients who can get out and about for Hospital Appointments and Social events will need to come into the Surgery for assessment and treatment.

Did you know that 1 home visit equates to 4 in-surgery appointments?

Patients who are normally fit and well who call to request a home visit will be assessed over the phone. If you do not fulfil the criteria of housebound or receiving Palliative Care then you will be asked to attend Surgery or alternatively you will be sign posted to emergency care depending on your presenting symptoms.

I am mindful that this is a lot to take in but, I hope that you understand that we really do care about you, and your family’s health, but we cannot continue to offer the current service.  I have included a “frequently Asked Questions” sheet that contains some useful information regarding Care Navigation and the Doctor First appointment model.

I would also like to invite you to attend a Patient Meeting to enable you to ask questions about the new service. I have booked an open meeting event at both sites. I will be available for group discussions in the waiting room at both sites.


Please be reassured that our priority is always your care and wellbeing.


The open meeting dates are:


  • Monday 8th July 4pm – 5.30pm at the Park site
  • Wednesday 10th July 4pm – 5.30pm at the Manor site

I look forward to seeing you at one of the above meetings


Many thanks for your continued support.


Yours faithfully

Clare Normington

Managing Partner


Doctor First Frequently Asked Questions


  1. Why is the surgery changing the appointment system?

You have told us that sometimes you find it difficult to get the appointment you need, when you need it. By offering telephone appointments and giving advice, this way we can make sure that everyone is able to speak to, or see a doctor on the day that they call or on the day that they choose.


We have also recognised that we need to look after the wellbeing of our staff. The Care Navigators (formally Receptionist) and the Clinicians, struggle to meet the demands and expectations of our patients. We need to address this urgently as we have lost 5 clinicians in the last 12 months. We do not want to lose any more staff.


Many people do not need to come into the surgery to be seen at all; their problem can be dealt with by telephone. This gives your doctor more time to see those people that need an appointment in the surgery, and, because the doctor is the one making the appointments, he or she can judge how much time you might need and give you a long or a short appointment. This helps appointments to run to time and means you are more likely to be seen on time. We also know that when people make an appointment close to the date that they call, they are more likely to keep the appointment.


  1. What if I do not have a telephone?

If you genuinely do not have access to a telephone please inform of us of this. We will then code up your records to inform all staff that you have no means of using a phone. If this code is not on your records we will request a telephone number from you to enable us to call you back.


  1. I am hard of hearing and unable to communicate using the   


If you are deaf or hard of hearing you are welcome to come down to the surgery to access your GP. You may have to wait a little while but the GP will endeavour to see you as soon as possible.


  1. How do I access my GP of choice?

Please let the Care Navigator know if you wish to access a particular GP and if possible, you will be added to that GP’s call-back list. Clearly, all GPs have holiday leave, including half-days but, if you would prefer to wait until a particular GP is available rather than speak to another GP on the same day, just let the Care Navigator know and they will make the necessary arrangements.


For ongoing problems that do not require urgent follow up, we would advise that you wait and speak to the same GP where possible. Please let the Care Navigator know if you have previously seen a particular GP for your problem.


  1. What if I do not wish to share brief details of my problem with the Care Navigator?

Any information provided to our Care Navigation team is confidential but we understand that some patients may not wish to share even the briefest details. This will not prevent you from accessing your GP. Just tell the Care Navigator that you do not wish to give this information and your name will be added to the call-back list. The only reason we ask for brief details is to assist the GP in identifying any calls that may need to take priority, for example, a small child with a fever and a rash that could potentially have meningitis, as opposed to an adult with flu like symptoms.


  1. What if I am unable to wait in for a call-back?

Please let the Care Navigator know if you are genuinely unable to wait around for a call-back and you will be offered the option of waiting on the line until the GP finishes the call they are on. Alternatively, the Care Navigator can add a note for the GP asking them to call you back at a particular time. We are happy to call you on your mobile if that is more convenient for you.


  1. What if I am unable to take private calls?

If you are unable to take a private call at some point in the day, let the Care Navigator know what time that is so the doctor can avoid calling you within those time. Our Doctors work between the hours of:  8am and 6pm, so we are confident that you can be free at some point during those 10 hours.


  1. Are telephone appointments safe?

During your call with the doctor, they will ask questions to help them make a decision about whether you need to be seen in person or not. For example, if your doctor needs to look at something or examine you, you will be asked to come into the surgery for the appointment. If your doctor thinks you need to be seen, he or she will always ask you to come into the surgery.


  1.  What if I am unable to attend a face to face consultation during normal opening hours?

Unfortunately, the Practice does not normally offer appointments outside of normal opening hours. However, because you are booking your appointment direct with the GP, you can agree a mutually convenient date and time for your appointment and may be offered more flexibility than the Care Navigator would be able to offer.


  1. Will I be seen quicker if I come into the surgery?

Unless your problem is an emergency, you will not be seen more quickly if you come into the surgery to make an appointment. The Care Navigator will ask for your contact details and add your name to the doctor’s call-back list.

The doctor will then call you back in order of clinical priority.


  1. What do I do if I need an emergency appointment?

Telephone the main surgery number and tell the Care Navigator that your health problem is urgent. He or she will put you straight through to a doctor if one is free. If all of the doctors are busy, the Care Navigator will make sure that a doctor calls you back as soon as they can.

Manor and Park Opening Times

See below for all opening times - Please note that there have been changes to the times the phone lines operates

Door Opening Times

Monday -         8:15am - 12pm       1:30pm - 6pm 
Tuesday -        8:15am - 12pm       1:30pm - 6pm 
Wednesday  -  8:15am - 12pm       1:30pm - 6pm 
Thursday -      8:15am - 12pm       1:30pm - 6pm  - MANOR SITE DOES NOT OPEN IN THE AFTERNOON ON THURSDAY'S
Friday -          8:15am - 12pm       1:30pm - 6pm 

Phone Opening Times

Monday -         8am - 12pm       1:30pm - 6pm 
Tuesday -        8am - 12pm       1:30pm - 6pm 
Wednesday  -  8am - 12pm       1:30pm - 6pm 
Thursday -      8am - 12pm       1:30pm - 6pm 
Friday -          8am - 12pm       1:30pm - 6pm
Saturday - Closed
Sunday - Closed

The Process for Ordering Medication

All requests for repeat medication should now be made through the designated NHS Sheffield Prescription Order Line. The number for this service is 0114 3723000. You can access this service from 09.00 -15.00 Monday – Friday.

Requests for medication take up to 48 working hours to process so please ensure that you order medication in a timely manner to avoid you running out as the Reception teams no longer have the authority to order last minute prescriptions.

You can also request your medication online securely if you have access to the internet. To find out more about this service please contact the Reception team who will be happy to help.

Zero Tolerance

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services, a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

The team understands that patients who are ill do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with all of our patients, the practice would like to ask all patients to read and take note of the occasional types of behaviour that would be found unacceptable:

    • Using bad language or swearing at practice staff or other patients

    • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

    • Verbal abuse towards the staff/patients in any form including verbally insulting the staff or other patients

    • Racial abuse and sexual harassment will not be tolerated within this practice

    • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

    • Causing damage/stealing from the Practice's premises, staff or patients

    • Obtaining drugs and/or medical services fraudulently

    • We ask that you to treat all of our staff courteously at all times please.

Removal from the practice list

A good patient-doctor relationship is based on mutual respect and trust. This is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

Patient Participation Group

The Practice strives to provide excellent healthcare. We welcome constructive feedback and suggestions to help shape our services to serve the needs of all of our patients. Our Patient Participation Group (PPG) meets at the practice quarterly to provide a forum for discussion about the practice.

If you are a patient registered at the practice, with a positive contribution to make, please join the group. Any patient aged 16 or over, can apply or be invited to become a member of the Group. We welcome applicants from all walks of life with the aim that the group will consist of a representative cross-section of our patients.

The aim of Manor and Park PPG is to work with as many different patients as possible and to make sure that the group is as fair representation of our entire patient population as possible. To join the PPG please ask the reception team for further information or ask to speak to our PPG coordinator Melanie Hawley.

I hope that this letter provides you with enough information to reassure you that we are coming together as one Surgery to enable the best possible treatment and care for all Patients. The merger also secures our staffs jobs and allows us to recruit more clinical and admin staff to be able to care for you all in a safe and professional manner.

We look forward to continuing to provide you with the best possible care.

Many thanks,

Yours sincerely

Mrs Clare Normington,

Managing Partner

We would like to know how we can improve our service to you and how you perceive our surgery and staff. Read more HERE



GP Earnings Notice:

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The average pay for GPs working in Manor Park Medical Centre in the last financial year was £50,319 before tax and National Insurance. This is for 2 full time GPs and 1 part-time GP who worked in the practice for more than six months.

Practice Privacy Notice for Patients

This practice keeps data on you relating to who you are, where you live, what you do, your family, possibly your friends, your employers, your habits, your problems and diagnoses, the reasons you seek help, your appointments, where you are seen and when you are seen, who by, referrals to specialists and other healthcare providers, tests carried out here and in other places, investigations and scans, treatments and outcomes of treatments, your treatment history, the observations and opinions of other healthcare workers, within and without the NHS as well as comments and aide memoires reasonably made by healthcare professionals in this practice who are appropriately involved in your health care.


When registering for NHS care, all patients who receive NHS care are registered on a national database, the database is held by, a national organisation called NHS Digital which has legal responsibilities to collect NHS data.


GPs have always delegated tasks and responsibilities to others that work with them in their surgeries; on average an NHS GP has between 1,500 to 2,500 patients per GP for whom he or she is accountable. It is not possible for the GP to provide hands on personal care for each and every one of those patients in those circumstances, for this reason GPs share your care with others, predominantly within the surgery but occasionally with outside organisations.

If your health needs require care from others elsewhere outside this practice we will exchange with them whatever information about you that is necessary for them to provide that care. When you make contact with healthcare providers outside the practice but within the NHS it is usual for them to send us information relating to that encounter. We will retain part or all of those reports. Normally we will receive equivalent reports of contacts you have with non NHS services but this is not always the case.


Your consent to this sharing of data, within the practice and with those others outside the practice is assumed and is allowed by the Law.


People who have access to your information will only normally have access to that which they need to fulfil their roles, for instance admin staff will normally only see your name, address, contact details, appointment history and registration details in order to book appointments, the practice nurses will normally have access to your immunisation, treatment, significant active and important past histories, your allergies and relevant recent contacts whilst the GP you see or speak to will normally have access to everything in your record.


You have the right to object to our sharing your data in these circumstances but we have an overriding responsibility to do what is in your best interests. Please see below.


We are required by Articles in the General Data Protection Regulations to provide you with the information in the following 9 subsections.


1) Data Controller contact details



Manor and Park Group Practice

Main Site: 190, Duke Street, Sheffield, S2 5QQ

Branch site: 204, Harborough Avenue, Sheffield S2 1QU

Telephone 0114 2727768

2) Data Protection Officer contact details

Sheffield CCG has appointed a shared service to deliver the DPO role provided by eMBED Health Consortium.


If you wish to contact the DPO then please use the following contact details stating in the heading which organisation you are enquiring about:


3) Purpose of the  processing

Direct Care is care delivered to the individual alone, most of which is provided in the surgery. After a patient agrees to a referral for direct care elsewhere, such as a referral to a specialist in a hospital, necessary and relevant information about the patient, their circumstances and their problem will need to be shared with the other healthcare workers, such as specialist, therapists, technicians etc. The information that is shared is to enable the other healthcare workers to provide the most appropriate advice, investigations, treatments, therapies and or care.

4) Lawful basis for  processing

The processing of personal data in the delivery of direct care and for providers’ administrative purposes in this surgery and in support of direct care elsewhere  is supported under the following Article 6 and 9 conditions of the GDPR:

Article 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’.

Article 9(2)(h) ‘necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services...” 


We will also recognise your rights established under UK case law collectively known as the “Common Law Duty of Confidentiality”*

5) Recipient or categories of recipients of the processed data

The data will be shared with Health and care professionals and support staff in this surgery and at hospitals, diagnostic and treatment centres who contribute to your personal care.  [if possible list actual named sites such as local hospital)(s) name]

6) Rights to object

If you wish to discuss or exercise any of your rights, please contact the practice in the first instance:

Practice Manager: Diane Townend

Practice IG lead: Clare Normington, Managing Partner

7) Right to access and correct

You have the right to access the data that is being shared and have any inaccuracies corrected. There is no right to have accurate medical records deleted except when ordered by a court of Law.

8) Retention period

The data will be retained in line with the law and national guidance.

or speak to the practice.

9)  Right to Complain

You have the right to complain to the Information Commissioner’s Office, you can use this link 


or calling their helpline Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate)

There are National Offices for Scotland, Northern Ireland and Wales, (see ICO website)


* “Common Law Duty of Confidentiality”, common law is not written out in one document like an Act of Parliament. It is a form of law based on previous court cases decided by judges; hence, it is also referred to as 'judge-made' or case law. The law is applied by reference to those previous cases, so common law is also said to be based on precedent.

The general position is that if information is given in circumstances where it is expected that a duty of confidence applies, that information cannot normally be disclosed without the information provider's consent.

In practice, this means that all patient information, whether held on paper, computer, visually or audio recorded, or held in the memory of the professional, must not normally be disclosed without the consent of the patient. It is irrelevant how old the patient is or what the state of their mental health is; the duty still applies.

Three circumstances making disclosure of confidential information lawful are:

  • where the individual to whom the information relates has consented;
  • where disclosure is in the public interest; and
  • where there is a legal duty to do so, for example a court order.

A Guide to GDPR (General Date Protection Regulation) can be found here: 

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