Manor House Surgery

Emperor's Gate, Stevenage, SG2 7QX. Telephone: 01438 742639 Fax: 01438 746201

Website design by Creative Line Design

October 2016

♠ All patients registered here have Dr Michael Duggan as their named accountable GP.

The 2015-2016 GP contract in England now requires the named accountable GP to take responsibility for the co-ordination of all appropriate services and ensure they are delivered where required (based on the named GP's clinical judgement) to each of their patients. The named GP is largely a role of oversight, with the requirements being introduced to reassure patients they have one GP within the practice who is responsible for ensuring that this work is carried out on their behalf.  There is no condition within the requirement for patients to see the named GP when they book an appointment with the practice. Patients are entitled to choose to see any GP or nurse in the practice in line with current arrangements




There are many advantages to having your flu vaccination done by your own GP or nurse

·         Your GP practice has a copy of your full medical record so is able to best assess your risk and clinical needs, and will be able to record all the details of your vaccination in your record

·         We run open booked clinics so you can have your vaccination at a time to suit you

·         We can also check other aspects of your health at the same time, and even give you other vaccinations such as against pneumonia if this is clinically needed.

·         We can answer any of your clinical questions about the flu vaccination

Your GP practice has been running flu vaccination for many years, and is an important and central part of our work to help keep our patients and local community healthy.




Antibiotics will not relieve the symptoms of most colds, sore throats, earaches or coughs, and do not speed up recovery in adults or children

Antibiotics are powerful medicines and in some cases may do more harm than good. They can cause unpleasant side effects, such as diarrhoea, thrush or skin rash

Antibiotics will only be provided when the likely benefits outweigh the risks. This is not the case for most respiratory tract infections

If you take antibiotics you are at risk of carrying resistant bacteria for up to one year. This resistance may make it harder to treat other infections in the future.

Respiratory tract infections causing a runny or blocked nose, cough, sore throat or other cold symptoms are extremely common. A healthy immune system can fight these infections without antibiotic treatment and most healthy adults and children will recover in one to three weeks

Products for specific symptoms will help you or your child feel better while the body fights the infection. It is natural to worry about symptoms, especially in children who may find it hard to explain what is wrong.

Your doctor or pharmacy can:

help rule out more serious illness

provide advice on how you or your child can feel better

It is also important to seek advice if you have an underlying medical condition that could affect your ability to fight off infection.

PLEASE PICK UP LEAFLETS IN THE WAITING ROOM – A guide to understanding your symptoms & When should I worry.




There is an opportunity for you to let us know if you would recommend the Practice to friends and family on this website - see home page or on the form in our waiting room which includes a short Survey. I would be most grateful for any feedback with regard to improving our Services





The Survey questions and results for 2014/15 can be viewed on our website under the heading Patient Survey. We will be undertaking a current Survey in February 2016. However there is on-going opportunity for patients to feedback their satisfaction with the Practice available on our website

The priorities from the Survey were discussed with the Patient Group at the meeting and it was agreed that the priorities for addressing were as follows:-


The Practice action plan to instigate change is as follows:






The Practice will search for patients who have not engaged in this service and offer an appointment at this Practice to discuss this service and its benefits with a view to increasing patient awareness and acceptance of the screening




If you are aged between 40 and 74 years old and do not suffer with any chronic disease and do not take medication to lower your Cholesterol you may be entitled to an NHS Health Check. This will include, blood screening and Blood pressure monitoring which will assess your risk of developing a chronic disease such as diabetes or hypertension and cardiovascular disease.

Please contact the Surgery to make an appointment with our GP or Nurse by ringing 01438 742639 or by using our on-line booking facility.





Patients are now able to

      • Request repeat prescriptions

      • Cancel appointments

      • Change contact details

Via our website:


You can also download the SystmOnline app (TPP Medical) on your smartphone. The new free of charge app allows patients to conveniently and efficiently manage their healthcare on the move.




This information below has been taken from the CQC website -  We would like our patients to be aware of the inspections that are taking place within the Health Service. You maybe approached during an inspection at this Practice for your views on the Standard of Service we provide. In the meantime if you have any concerns about any aspect of the Practice we would be most grateful to hear about them so we have the opportunity to improve the Service we provide.

CQC inspections

We inspect care in hospitals, care homes, people’s own homes, dental and general practices, and other services against the National standards, and we publish our findings on our website and in our inspection reports.

We currently inspect most hospitals, care homes and home care services at least once a year, and we inspect dental services at least once every two years.

We also re-inspect services that aren’t meeting standards and we will inspect services more often if we think they are providing poor care that might be putting people at risk.

Are inspections unannounced?

Our inspections are unannounced unless there is a good reason for us to let the service know we are coming.

What do we do during the inspection?

During our inspections we:

  • ask people about their experiences of receiving care.
  • talk to care staff.
  • check that the right systems and processes are in place.
  • look for evidence that the service isn’t meeting national standards.

Sometimes our inspectors will be accompanied by clinical experts and Experts by experience (people who have experience of receiving care) who will also talk to people who receive care.

We judge services against the national standards which are the standards that people can expect when receiving health or social care.

However, we are now in the process of changing what we look at so that we answer the following questions about services.

  • Are they safe?
  • Are they effective?
  • Are they caring?
  • Are they well led?
  • Are they responsive to people’s needs?

We will publish more information about the fundamental standards soon.

Types of inspections

We carry out three types of inspections.

  • Scheduled: these are unannounced inspections that focus on a minimum of five of the national standards, and they’re also tailored to the type of care that is provided at the service.
  • Responsive: these are unannounced inspections that are carried out where there are concerns about poor care.
  • Themed: these inspections focus on specific standards of care or care services.





What is the Summary Care Record?

The NHS in England is using an electronic record called the Summary Care Record to support patient care. All the settings where you receive healthcare keep their own medical records about you.

These places can often only share information from your records by letter, fax or phone. At times, this can delay information sharing and this can affect decision making and slow down treatment.

About your Summary Care Record

Your Summary Care Record contains important information about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced.

Allowing authorised healthcare staff to have access to this information will improve decision making by doctors and other healthcare professionals and has prevented mistakes being made when patients are being cared for in an emergency or when their GP practice is closed.

Your Summary Care Record also includes your name, address, date of birth and your unique NHS Number to help identify you correctly.

You may want to add other details about your care to your Summary Care Record. This will only happen if both you and your GP agree to do this. You should discuss your wishes with your GP practice.

Healthcare staff will have access to this information, so that they can provide safer care, whenever or wherever you need it, anywhere in England.

Who can see my Summary Care Record?

Healthcare staff who have access to your Summary Care Record:

Healthcare staff will ask for your permission every time they need to look at your Summary Care Record. If they cannot ask you (for example if you are unconscious or otherwise unable to communicate), healthcare staff may look at your record without asking you, because they consider that this is in your best interest.

If they have to do this, this decision will be recorded and checked to ensure that the access was appropriate.

What are my choices?

You can choose to have a Summary Care Record or you can choose to opt out.

If you choose to have a Summary Care Record and are registered with a GP practice, you do not need to do anything as a Summary Care Record is created for you.

If you choose to opt out of having a Summary Care Record and do not want a SCR, you need to let your GP practice know by filling in and returning an opt-out form (PDF, 245.9kB). Opt-out forms can be downloaded from the the website or from your GP practice.

If you are unsure if you have already opted out, you should talk to the staff at your GP practice. You can change your mind at any time by simply informing your GP practice and either filling in an opt-out form (PDF, 245.9kB) or asking your GP practice to create a Summary Care Record for you.

Children and the Summary Care Record

If you are the parent or guardian of a child under 16, you should make this information available to them and support the child to come to a decision as to whether to have a Summary Care Record or not.

If you believe that your child should opt-out of having a Summary Care Record, we strongly recommend that you discuss this with your child's GP. This will allow your child's GP to highlight the consequences of opting-out, prior to you finalising your decision.

Where can I get more information?

For more information about Summary Care Records you can





At this Practice we have 3 Nurses these are:

Karen Smith

Victoria Pearse

Jennifer Prior

Karen and Victoria are both Nurse Prescribers which mean that they can prescribe in their own right.

Patients can make an appointment to see these Nurses for any minor illness and if necessary they will be able to prescribe.

They are also trained in managing patients with Long Term Conditions such as Diabetes, Asthma, Chronic Obstructive Pulmonary    Disease and Hypertension




 NHS 111

Anyone,  can now call 111 when they need medical help fast, but it's not a 999 emergency, life-threatening situation. NHS 111 provides a new way to ensure people receive the right care, from the right  person, in the right place, at the right time. They will be assessed, given advice and directed straight away to the local service that can help them best.  That could be an out of hours GP, a minor injuries unit, community nurse, late opening pharmacist, an urgent care centre or A & E. The 111 number is available 24 hours a day, 7 days a week, 365 days a year. Calls from landlines and mobile phones are free. For less urgent health needs, such as flu or stomach upset, patients should still contact their GP or local pharmacist in the usual way.





If you are a carer for someone, please make yourself known to the office staff and especially Sonia Sharma-Ladd our Carers Champion. We have a list of Carers, so that we may assist you in your future wellbeing.

If you support someone who could not manage without you, you are a carer. As a carer, you need to look after your own health and wellbeing too.

Carers in Hertfordshire is a local charity providing free help and support to any carer living or working in the county.

Am I a carer?

If you give unpaid help and support to a family member, friend or neighbour who would not be able to manage without you, then you are a carer.

The person you look after might have a physical or learning difficulty, be ill or frail, have mental health problems or misuse drugs or alcohol. They may be your child, partner or parent, or a friend or neighbour, and they might live with you or live elsewhere.

Whatever your situation, make sure your GP knows you are a carer and contact Carers in Hertfordshire for information and support.

Caring with Confidence

Carers in Hertfordshire runs free Caring with Confidence training courses for carers, covering all aspects of caring, including dealing with stress and emotions, balancing caring with a life of your own and maximising your income whilst caring. There are special courses for those caring for people with dementia.

Not only are these courses practical and informative, they are a great place to meet others in the same situation as you and to share experiences.

Make a Difference

Caring takes its toll. Make a Difference is a Carers in Hertfordshire initiative to provide funded breaks for carers. Grants are available for all sorts of things such as gym membership, massage, a weekend away or a new hobby – whatever will have the greatest benefits for your health.

As a carer, Make a Difference can give you a break and help you stay well. Talk to your GP about a referral or contact Carers in Hertfordshire for more information.

Prescription support for carers

GP surgeries in Stevenage operate a prescription support service for carers. Your GP can refer you for a package of support from Carers in Hertfordshire and Crossroads Care Hertfordshire North. Carers in Hertfordshire will discuss your individual circumstances and the type of support that is right for you, but this could include a supported break provided by Crossroads Care, something to enable you to pursue a hobby, or equipment to help improve your health. It will also include on-going information and advice, provided by Carers in Hertfordshire for as long as you need it. Talk to your GP about a referral.

Information and advice

Whether you need some help understanding benefits or accessing services, or longer term advice to support you in your caring role, Carer Support Advisors are just a phonecall away. They can help you understand what services are available nearby and how to access them, and help you to have a break from caring. Call today on 01992 58 69 69.

Carers in Hertfordshire also provides specific support for people caring for those with dementia, drug or alcohol issues, mental health problems or learning disabilities, as well as parent carers.




Pharmacists are experts in medicines and minor illnesses. They can give you advice on lots of common health problems, for example emergency contraception, and many can help you to give up smoking and advise you on how to lead a healthier life.

Most now have a private consultation room where you can speak to your pharmacist without other people hearing.

In Hertfordshire we have more than 200 pharmacies and Several open early (around 7am) and close late (around 11pm). You can find  out where these are by visiting and selecting the “find a service” option or you can phone NHS 111 who will help you find the one nearest to where you are.

You don’t need to make an appointment to speak to the pharmacist.




DURING November we have recorded 88 appointments that were missed where patients did not turn up for their appointments. These appointments could have been allocated to other patients. It also means that 14 hours of clinicians time has been wasted!


We have introduced an appointment reminder system by text message. Please ensure we have your current mobile number.

Thank you for your consideration




All our clinical staff are making a conscious effort to reduce the waiting time to see the Doctor or Nurse on your arrival at the Practice. During November the average waiting time was 8 minutes. We are pleased that the waiting time for patients has improved.

Our administration team are making every effort to keep patients aware of any  delays as they happen.

Most delays are due to the patient arriving with a shopping list of problems.

We will endeavour to deal with the  urgent issues but patients will be asked to rebook so that the team can deal with other problems.

Please do not expect that the Doctor or Nurse will be able to deal with several problems in one appointment slot— REMEMBER ONE APPOINTMENT ONE PROBLEM





Last year NHS Hertfordshire spent over £7 million treating minor conditions in A & E ! It costs this Practice £52 each time a patient presents at A & E - this is without any investigation or treatments! We have been targeted to try to reduce the number of patients that attend inappropriately. Please remember A&E departments are for accidents and people with critical or life-threatening conditions.

Only call 999 if someone has a suspected heart attack, lost consciousness, a suspected stroke, severe burns, a severe allergic reaction, lost a lot of blood, or difficulty breathing.

Remember, A&E is for accidents or  serious or life-threatening conditions only. Patients who continue to attend inappropriately will be at risk of removal from the Practice list !

See Out of Hours Service—Page 3




The Practice has an excellent out of hours service run by Herts Urgent Care. They cover emergencies  Monday—Friday 18.30—08.00 during  weekends and Bank holidays 

Please call: 03000 33 33 33 or 111 for advice

Please use this Service out of Hours rather than A&E for minor conditions.




If you would like to become involved in the priorities of the practice please join our Patient Participation Group ! We are especially looking for representatives from the younger population.

The group is meeting every 3 months.

Please leave your contact details at reception or email





Firstly, we would like you to think about your recent experiences of our service.










How likely are you to recommend our GP Practice to friends and family if they needed similar treatment?







Please provide us with any feedback or suggestions concerning the Service we provide