Signposting Directory for Pharmacies. NHS ENGLAND South (South Central)

Signposting Directory for Pharmacies NHS ENGLAND South (South Central) NHS England cannot be held liable for changes to contact details of third parties, or changes to websites, weblinks and email addresses. KEY CONTACT DETAILS FOR YOUR LOCALITY: Reference to these contact details is made elsewhere in this document. BaNES and pharmacies: Gina Bryant, Primary Care Team, NHS England, Bewley House, Marshfield Road, Chippenham,, SN15 1JW gina.bryant@nhs.net Tel: 0113 8251509 Fax: 01249 463058 Team email address: england.bgswareateamprimarycarebewley@nhs.net Gloucestershire and pharmacies: Sharon Hodges, Primary Care Team, NHS England, Sanger House, 5220 Valiant Court, Brockworth Business Park, Brockworth, Gloucester, GL3 4FE Sharon.hodges2@nhs.net Tel: 0113 8253512 Fax: 0300 421 1853 Team email address: england.bgsw-primarycare@nhs.net Key websites: Avon LPC http://psnc.org.uk/avon-lpc/ Gloucestershire LPC http://psnc.org.uk/gloucestershire-lpc/ and LPC http://psnc.org.uk/swindon-and-wiltshire-lpc/ NHS England Pharmacy Policies http://www.england.nhs.uk/pharmacy/ NHS Business Services Authority http://www.nhsbsa.nhs.uk/ NHS Prescription Services http://www.nhsbsa.nhs.uk/prescriptionservices.aspx PSNC http://psnc.org.uk/ NHS Choices http://www.nhs.uk/pages/homepage.aspx (then Services near you ) 1

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PHARMACY OPERATIONAL MANAGEMENT INFORMATION PHARMACY HOURS 100 Hour Monitoring A new process is under development, to be agreed with the LPC. Please continue to use the existing reporting procedures until notified otherwise. NOTIFICATION OF AD-HOC CLOSURES (UNPLANNED CLOSURES AND EXCEPTION REPORTING) If you need to close the pharmacy, open later than usual or open without a pharmacist present, use the following procedures: BaNES, Gloucestershire, and Pharmacies Email NHS Shared Business Services on SBS-I.SWPCE-FHS@nhs.net, requesting the form for Notification of unplanned temporary suspension of services. Alternatively the form can be downloaded from http://www.england.nhs.uk/pharm-openhrs/. Submit the completed form by 12 noon the next day to NHS Shared Business Services on SBS-I.SWPCE-FHS@nhs.net or fax to 0300 421 1886 Please note that closures should only be considered in exceptional circumstances and following every effort to obtain full pharmacist cover. 3

COMMUNITY PHARMACY ASSURANCE FRAMEWORK (CPAF) Below is a link to the NHS England internet pages with the monitoring documentation that NHS England South (South Central) uses. The 2013/14 CPAFs have been submitted, and you will be notified when the next one is required. http://www.england.nhs.uk/monitoring/ CPAF provides an assurance framework for the Community Pharmacy Contract. It covers matters that can be self-assessed, and apart from random verification purposes avoids the need for these matters to be covered during visits. You may find it helpful to refer to the Contract Workbook published by the Pharmaceutical Services Negotiating Committee (PSNC), when completing the questionnaire. The PSNC provides information about the CPAF on these pages: http://psnc.org.uk/?s=cpaf&post_type=all For the criteria used to monitor compliance please see the Procedure for monitoring compliance with the terms of service for pharmacy and dispensing appliance contractors : http://www.england.nhs.uk/wp-content/uploads/2013/07/proc-mon-comp-pharm-con-ts.pdf PHARM OUTCOMES A web-based system which helps community pharmacies provide services more effectively and makes it easier for commissioners to audit and manage these services. https://www.pharmoutcomes.org/pharmoutcomes/ The PSNC provides information about PharmOutcomes on these pages: http://psnc.org.uk/services-commissioning/pharmoutcomes 4

COMPLAINTS: ANNUAL RETURNS Under the provisions of the National Health Service (Pharmaceutical and Local Pharmaceutical Services) Regulations 2013 pharmacy contractors are required to make arrangements for the handling and consideration of complaints. As part of the requirements an annual report about complaints must be published, made available to anyone who requests it, and be sent to NHS England South (South Central). You should send your report to the NHS England Contact details for your locality Complaints Procedures. The PSNC publishes details of the responsibilities of pharmacies here: http://psnc.org.uk/wp-content/uploads/2013/09/psnc-briefing-091.13-nhs-complaints-procedure.pdf OPENING HOURS AND SEASONAL ROTAS The terms of service requirements for opening hours are set out in Schedules to the 2013 Regulations: Paragraphs 23 to 27, Schedule 4 for pharmacy contractors. Paragraphs 13 to 17, Schedule 5 for DACs. If a contractor wishes to change its core opening hours it must apply to the NHS England office in whose area the premises are located. However if it wishes to change the supplementary opening hours then it may notify the AT of the change and give at least three months notice. NHS England has discretion to allow the change in supplementary opening hours to take place within the three-month notice period. Where there is a clear benefit to patients then changes to supplementary opening hours will be allowed to take place as quickly as is possible, e.g. a pharmacy wishes to extend its supplementary opening hours. Use the following forms, which can be found on this website http://www.england.nhs.uk/pharm-open-hrs/ to give notice of or make changes to opening hours Annex 2 template notification of bank and public holiday opening hours V1 NHS England Annex 3 template change of core opening hours V2 NHS England Annex 5 template change of supplementary opening hours V1 NHS England Annex 6 template unplanned temporary suspension of services V2 NHS England Seasonal adjustments to opening hours (Christmas/New Year, Easter) will be finalised by your local NHS England office. 5

Information from the PSNC about notifying NHS England of your service hours during the Christmas/New Year period can be found here: http://psnc.org.uk/our-news/reminder-notification-of-opening-hours-to-nhs-england-area-teams-2/ Further information and guidance on opening hours regulations can be found at http://psnc.org.uk/pharmacy-contract-funding/thepharmacy-contract/pharmacy-regulation/opening-hours/. Your Local Pharmaceutical Committee will also be able to advise you. CERTIFICATES OF CONFORMITY / ANALYSIS Applies to all Pharmacies in BANES, Gloucestershire, and. Please ensure that all Certificates of Conformity (CoCs) and Certificates of Analysis (CoAs) are sent to the Primary Care Team, NHS England South (South Central), Sanger House, Unit 5220, Valiant Court, Gloucester Business Park, Brockworth, Gloucester. GL3 4FE Certificates should be correctly endorsed and anonymised so that all patient identifiable information is redacted. QUARTERLY MUR AND NMS RETURNS Pharmacy contractors must be able to provide a summary of their MURs conducted on a quarterly basis to their NHS England South (South Central) local office. This data is used to demonstrate the activity and value of the MUR service. The dataset is defined and can be found on the PSNC website at: http://psnc.org.uk/services-commissioning/advanced-services/murs/mur-record-keeping-and-data-requirements/ For full MUR service specification please refer to:- http://psnc.org.uk/services-commissioning/advanced-services/murs/ Your local NHS England office contact is your contact for returns of MURs and for any further details. The local NHS England MUR Policy can be seen here Conducting Medicines Use Review and at Appendix 1 6

INFORMATION GOVERNANCE Community pharmacies must provide information governance assurances to the NHS annually. This must be done by completing an online NHS Information Governance Toolkit (IGT). Please note that the requirements change annually. Further advice can be obtained from the PSNC website on http://psnc.org.uk/contract-it/pharmacy-it/information-governance/ The information governance toolkit can be found here: https://nww.igt.hscic.gov.uk/ CONTROLLED DRUGS CD Accountable Officer Name and address Julie McCann Sanger House, 5220 Valiant Court, Brockworth Business Park, Brockworth, Gloucester, GL3 4FE Contact number Phone: 0113 825 3499 Safe haven fax: 0300 421 1853 PSNC Controlled Drugs advice Email the team on: england.bgsw-controlleddrugs@nhs.net http://psnc.org.uk/dispensing-supply/dispensing-controlleddrugs/ or Google: PSNC controlled drugs Guidance on CD discrepancies and guidance on destruction of Controlled Drugs can be found on this PSNC website page: http://psnc.org.uk/swindon-and-wiltshire-lpc/useful-information-for-pharmacies/resources-links/ Controlled Drug Disposal via the clinical waste contract: If Water Authorities prohibit disposal of Controlled Drugs in the waste water, then the CDs must be destroyed using CD destruction kits. After destruction has been completed, the resulting waste can be disposed as part of the regular normal NHS hazardous waste collections. If in doubt contact your clinical waste service provider (see NHS Clinical Waste: Service providers and contact numbers). 7

Methadone rinsings: When requesting permission to dispose of methadone rinsings into the waste water system each pharmacy is responsible for contacting the correct water authority. Below are contact details for some water authorities that cover the area of Bath, Gloucestershire, and. Up-to-date contact details can be found on the website operated by your Water Authority Wessex Water, Claverton Down Road, Bath, Somerset BA2 7WW. General enquiries: 0345 600 4 600 Monday to Friday, 8am to 6pm, emergencies only at other times. Trade Effluent: Phone: 0345 600 4 600 Email: trade.effluent@wessexwater.co.uk Webpage: http://www.wessexwater.co.uk/business/business---trade-effluent/ Trade Effluent, Wessex Water, Trowbridge STW, Off Bradford Road, Trowbridge, BA14 9AX Thames Water, PO Box 286,, SN38 2RA General Enquiries: 0800 316 9800 Trade Effluent: Phone: 0203 577 9200 9am to 5pm, Monday to Friday Webpage: http://www.thameswater.co.uk/business/9997.htm Wastewater Quality, Thames Water, Crossness Sewage Treatment Works, Belvedere Road, Abbey Wood, London, SE2 9AQ Severn Trent Water Ltd, Customer Relations, PO Box 5310, Coventry, CV3 9FJ Business enquiries: 02477 715000 Trade effluent Phone: 01332 683369 Email: commercial.waste@severntrent.co.uk Webpage: http://www.stwater.co.uk/businesses/waste-water-services/trade-effluent/trade-effluent 8

PHARMACEUTICAL NEEDS ASSESSMENT (PNA) The Health and Social Care Act 2012 transferred the responsibility to develop and update Pharmaceutical Needs Assessments (PNA) to Health and Wellbeing Boards from 1 April 2013. Each Health and Wellbeing Board had a statutory duty to complete a PNA for 1 April 2015. You will find the draft PNA for your area on these links: Gloucestershire: http://www.gloucestershire.gov.uk/chttphandler.ashx?id=62133&p=0 (2015 version) : http://www.swindonjsna.co.uk/dna/pharmaceutical-needs-assessment (2015 version) : http://www.intelligencenetwork.org.uk/health/ (2015 version) BANES: http://www.bathnes.gov.uk/services/your-council-and-democracy/local-research-and-statistics/wiki/pharmacies (2015 Version) Oxfordshire: http://insight.oxfordshire.gov.uk/cms/pharmaceutical-needs-assessment (2015 Version) PNAs can usually be found by searching the websites of the local county or borough council, or the local Health and Wellbeing Board or Joint Strategic Needs Assessment (JSNA). 9

SAFEGUARDING CHILDREN - Contact details: If a child or young person is in immediate danger then please dial 999 and ask for police assistance. Police Child Abuse Investigation Team: call 101 Police Domestic Abuse Investigation Team: call 101 Bath and North East Somerset (BaNES) Council Name of Team Contact number Office Hours Children and Families Assessment and Intervention Team 01225 396312 01225 396313 Outside of office hours Emergency Duty Team 01454 615165 Gloucestershire County Council Name of Team Contact number Office Hours Children's Helpdesk 01452 426565 (opening hours are 8am - 5pm, Monday to Friday) Outside of office hours Duty Team 01452 614194 Borough Council Name of Team Contact number Office Hours Family Contact Point 01793 466903 Outside of office hours Emergency Duty Service (out of hours) 01793 436699 County Council Name of Team Contact number Office Hours Multi-Agency Safeguarding Hub (MASH) 0300 4560108 (Immediate danger) Outside of office hours Emergency Duty Service 08456070888 10

SAFEGUARDING VULNERABLE ADULTS - CONTACT details: If a vulnerable adult is in immediate danger then please dial 999 and ask for police assistance. Police Domestic Abuse Investigation Team: call 101 If the person you are concerned about is in a care home you can report it to the Care Quality Commission, 03000 616161 If possible you should try to get the person s permission to contact an agency. If this is not practically possible, you can still report the matter. People can refer themselves if they wish. If they want, they can have an advocate or a representative speak on their behalf. Bath and North East Name of Team Contact number Somerset (BaNES) Council Office Hours BANES Council 01225 396000 Outside of office hours BANES Council Emergency Duty team - 01454 615165 Office Hours Sirona Care and Health (works with BANES Council) (01225) 396000 http://www.sirona-cic.org.uk/aboutsirona/safeguarding/safeguarding-adults Outside of office hours Sirona Care and Health Emergency Duty Team (01454) 615165 Gloucestershire County Name of Team Contact number Council Office Hours Gloucestershire County Council (Adult Help Desk) 01452 426868 Outside of office hours Gloucestershire County Council (Adult Help Desk) Emergency Duty team - 0845 4090 1234 11

Borough Name of Team Contact number Council Office Hours Safeguarding Adults Investigation Unit, 01793 507828 or 01380 734212 Police Outside of office hours Out of hours Emergency Duty Service 01793 436699 County Council Name of Team Contact number Office Hours Social Care Help Desk 0300 456 0111 Office Hours Safeguarding Adults Investigation Unit, 01380 734212 Police Outside of office hours Emergency Duty Service 0845 6070 888 ELECTRONIC PRESCRIPTION SERVICE (EPS) What is EPS: http://systems.hscic.gov.uk/eps/library/pharmacyleaf.pdf Visit the Get Started section at this website: http://systems.hscic.gov.uk/eps/dispensing/getstarted For PSNC guidance on EPS go to: http://psnc.org.uk/dispensing-supply/eps/ Dispensers require dispensing tokens for EPS. Without them dispensers will not be able to operate EPS effectively. To order EPS tokens: make a Pharmacy Stationery Requisition via the NHS SBS Practitioner Support Services. See Ordering Pharmacy Stationery. NHS England/HSCIC guidance about patient nominations for EPS: To use EPS, patients choose where their prescriber will electronically send their prescriptions. This is called nomination http://systems.hscic.gov.uk/eps/library/nomination.pdf 12

Complaints about EPS nominations It is important that any complaint about nomination is investigated and dealt with appropriately. Guidance for complaints about nominations can be found on page 4 of the above NHS England/HSCIC guidance, and also includes the following link to register your complaint: http://www.england.nhs.uk/contact-us/complaint/ You will need a Smartcard to use EPS. See SMARTCARDS SMARTCARDS For details about which pharmacy staff need a Smartcard, and how to apply: http://systems.hscic.gov.uk/eps/dispensing/getstarted/smartcards To obtain a Smartcard or to find help about Smartcards contact the Smartcard office for NHS Central Southern CSU: BaNES, Gloucestershire, and Central Southern Commissioning Support Unit SmartCard Team, Priory Road Surgery, Priory Rd, SN3 3EZ cscsu.smartcardoffice@nhs.net, 01793 422336 13

TRANSLATION SERVICES Some interpreting service providers require an Access Code from you to confirm that you are eligible to access these services. If your service provider requires a code from you, your local NHS England office will issue those codes. To prevent abuse of NHS funds pharmacies must keep their code safe and not divulge it to patients. Service providers will invoice NHS England or its agents. BANES Interpretation/translation of spoken language: Language Line Solutions 0800 169 2879 Translation of British Sign Language: contact Action on Hearing Loss 0845 685 8003 Email: csusouthwest@hearingloss.org.uk Gloucestershire Translation of spoken language: Prestige Network. 01635 246 700 Telephone interpreting is quick and easy to arrange. For face to face booking allow 48 hours. Press 1 for Face to Face Interpreting or press 2 for Telephone Interpreting Enter your 6 digit pin code. Translation of British Sign Language: 01452 372999 Gloucestershire Deaf Association, Colin Road, Barnwood, Gloucester, GL4 3JL E:mail glosdeaf@btconnect.com Interpretation/translation of spoken language: Language Line Solutions 0800 169 2879 Translation of British Sign Language: contact Alpha Plus, 12 Hill Street, Stogumber, Taunton, Somerset. TA4 3TD E:mail office@alphaplus.eclipse.co.uk Hands on Communication Dawn Wheeler Trading as Hands on Communication Email: office@handsoncom.co.uk 01984 656751 01793 814148 Translation of spoken language: Language Line Solutions. 0800 169 2879 Translation of British Sign Language: contact Action on Hearing Loss Email: csusouthwest@hearingloss.org.uk 0845 685 8003 14

CLINICAL WASTE COLLECTIONS NHS clinical waste collections from pharmacies are commissioned by NHS England. This includes patient returned medicines and patients sharps. Service details are below. Needle Exchange Schemes and the collections of associated sharps bins are commissioned by the Public Health Department of your Local County or Borough Council. Collection and contact details should be in your Service Level Agreement you have signed with them for this service. Clinical Waste produced by the pharmacy from non-nhs commercial operations will not be collected by the NHS commissioned service and must not be mixed with NHS-commissioned collections. NHS Clinical Waste: Service providers and contact numbers: and PHS Group 029 2085 1000 BaNES SRCL 0333 240 4400 Gloucestershire: Tradebe 01179 802 990 Missed/overdue collections of clinical waste: If your waste collection has been missed or is overdue contact your clinical waste service provider as above. Provide your pharmacy name and postcode, and the nature of your request. Changing the container type or the collection frequency: If you require additional clinical waste collections or more/different bins, these must be authorised by the team commissioning that service (see contacts below). You must provide justification for any change that requires additional funds. Contacts: Gloucestershire: Estates Team (Security, Safety & Facilities), Gloucestershire Care Services NHS Trust. Tel 0300 421 8273 : Primary Care Team, Sanger House, Tel 011382 53496 and BaNES: Primary Care Team, Bewley House, Chippenham. Tel 011382 51509 Different pharmacies have different collection frequencies depending upon their average output of NHS clinical waste. 15

Managing your waste output Pharmacies are responsible for controlling and auditing the content of their waste streams in accordance with the requirements of the Environment Agency. As of April 2015 the most recent version of HTM 07-01 Management and disposal of healthcare waste published 20/03/2013 can be found here: https://www.gov.uk/government/publications/guidance-on-the-safe-management-of-healthcare-waste Guidance is also available on the PSNC website at http://psnc.org.uk/services-commissioning/essential-services/disposal-of-unwanted-medicines/pre-acceptance-waste-audit/ (Check that the version of HTM 07-01 is not earlier than 20/03/13) And http://psnc.org.uk/services-commissioning/essential-services/disposal-of-unwanted-medicines/ (Check that the version of HTM 07-01 is not earlier than 20/03/13) Patients clinical waste and sharps Some Local Authority waste management services provide collections of clinical waste including sharps from domestic premises. Patients should be advised to contact their local authority for information about this service. Patients should return unused drugs to the pharmacy for correct disposal. INFORMATION GOVERNANCE Community pharmacies must provide information governance assurances to the NHS annually. This can be done by completing an online NHS Information Governance Toolkit (IGT). Please note that the requirements change annually. Further advice can be obtained from the PSNC website on http://psnc.org.uk/contract-it/pharmacy-it/information-governance/ The information governance toolkit can be found here: https://nww.igt.hscic.gov.uk/ 16

ORDERING PHARMACY STATIONERY To order pharmacy stationery contact NHS SBS Practitioner Support Services on Email SBS-I.SWPSS@nhs.net (This is the recommended method of submitting your order) Phone 01392 351351 Fax 01392 351383 Address Camberwell House, Grenadier Road, Exeter Business Park, Exeter, EX1 3LQ Operates a 10 working day lead time from receipt of requisition to delivery. If you do not have an order form they will provide one on request. Pharmacy Stationery Hints and Tips from SBS: http://www.nhsbsa.nhs.uk/documents/prescriptionservices/dispensing_contractors_-_issue_15_(v1.0)_25.04.2014.pdf Appx 2 NHS SBS Guidance is attached here: PharmacyStationeryS or at Appendix 2 Appx 3 An order form with catalogue is attached here NHS_SBS_Pharmacy_. You will need MS Excel. Or a MS Word version can be seen at Appendix 3. PRESCRIPTION ENDORSEMENT AND PAYMENT For PSNC guidance go to http://psnc.org.uk/dispensing-supply/endorsement-payment/ For NHS BSA Prescription Services guidance on endorsement go to http://www.nhsbsa.nhs.uk/prescriptionservices/1687.aspx 17

DRUG TARIFF Copies of the Drug Tariff are distributed by NHS SBS Practitioner Support Services, who can be contacted on: Email SBS-I.SWPSS@nhs.net Phone 01392 351351 Fax 01392 351383 (For full contact details see Ordering Pharmacy Stationery ) The most recent version of the Drug Tariff can be accessed here: http://www.nhsbsa.nhs.uk/prescriptionservices/4940.aspx For guidance on the Drug Tariff go to: PSNC: http://psnc.org.uk/dispensing-supply/drug-tariff-resources/virtual-drug-tariff/ NHS Prescription Service: http://www.ppa.org.uk/ppa/edt_intro.htm PHARMACY CONTRACT MONITORING See Community Pharmacy Assurance Framework PHARMACY CONTRACT REGULATIONS For PSNC guidance on the Regulations go to: http://psnc.org.uk/contract-it/pharmacy-regulation/ For PSNC guidance on Market Entry go to: http://psnc.org.uk/contract-it/market-entry-regulations/ For The Pharmacy Regulations go to http://www.legislation.gov.uk/uksi/2013/349/pdfs/uksi_20130349_en.pdf 18

INFORMATION FOR PATIENTS NHS England Complaints contacts for patients Contact Method By post: NHS England PO Box 16738 Redditch B97 9PT Advice on information required from service user by NHS England Address with subject line: For the attention of the complaints manager. Provide as much information as possible to allow NHS England to investigate the complaint. Include some or all of the following: o your name and a valid email or home address for reply; o a clear description of your complaint; o a statement giving NHS England permission to contact your GP, Dentist, Pharmacist or Optometrist to investigate your complaint o copies of previous communication about your concerns By email: england.contactus@nhs.net With For the attention of the complaints manager in the subject line. Then the information as above. By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) PSNC provides details of the NHS Complaints Procedure here: http://psnc.org.uk/contract-it/essential-service-clinical-governance/complaints/ 19

PATIENT ADVICE AND COMPLAINTS ABOUT HOSPITAL AND COMMUNITY SERVICES CCG Patient Advice and Complaints Team (PACT), NHS South Central and West Commissioning Support Unit, Priory Road Medical Centre, Priory Road, Park South,, SN3 2EZ 0300 200 8844 Email: feedback.swindonccg@nhs.net or CSCSU.corporatecomplaints@nhs.net CCG BaNES CCG Gloucestershire CCG PALS and Complaints Service NHS Clinical Commissioning Group, NHS CCG, Southgate House, Pans Lane, Devizes,, SN10 5EQ Email: WCCG.ComplaintsandPALS@nhs.net PALS and Complaints Team, NHS Bath & North East Somerset Clinical Commissioning Group, 1st Floor, Kempthorne House, Clara Cross Lane, Bath, BA2 5RP Email: BSCCG.Feedback@nhs.net Patient Experience and Safety Team, Gloucestershire Clinical Commissioning Group, 5220 Valiant Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4FE Tel: 0300 1232103 Fax: 01380 733737 Tel: 01225 831717 Tel: 0300 421 1458 20

ADVOCACY Advocacy supports and assists people, especially the vulnerable, to express their views and concerns, helps them to access information and services, defends and promotes their rights and responsibilities, and helps them explore choices and options. BANES SEAP 0300 343 5700 Email: BathNES@seap.org.uk Website: http://www.seap.org.uk/local-authority/bath-north-east-somerset.html Gloucestershire SEAP Email: gloucestershire@seap.org.uk Website: http://www.seap.org.uk/local-authority/gloucestershire.html Advice & Support Centre, Sanford House, Sanford Street, SN1 1QH Email: sara.nesbitt@healthwatch.org.uk Website: http://www.healthwatchswindon.org.uk/content/advocacy South Advocacy Network (SWAN), 26 Milford Street, Salisbury,, SP1 2AP Email: mail@swanadvocacy.org.uk Website: www.swanadvocacy.org.uk 0300 343 5710 01793 497777 01722 341851 21

A & E / EMERGENCY DEPARTMENTS BANES Royal United Hospital Bath NHS Trust, Combe Park, Bath, BA1 3NG Emergency Dept 01225 824391/ 824007 Gloucestershire Gloucestershire Royal Hospital, Great Western Road, Gloucester, GL1 3NN General Hospital, Sandford Road,, L53 7AN 0300 422 2222 0300 422 2222 Great Western Hospital, Marlborough Road,, SN3 6BB Main Switchboard 01793 604020 Salisbury District Hospital, Odstock Road, Salisbury,, SP2 8BJ 01722 336262/ 429163 22

MINOR INJURIES AND ILLNESSES BANES Gloucestershire Urgent Care Centre, Royal United Hospital, Combe Park, Bath BA1 3NG Open 24 hours a day, every day Cirencester Hospital, Tetbury Road, Cirencester, GL7 1UY 24 hours a day, every day Dilke Memorial Hospital, Cinderford, GL14 3HX 8.00 a.m. to 11.00 p.m. Lydney and District Hospital, Lydney, GL15 5JF 8.00 a.m. to 11.00pm North Cotswolds Hospital, Stow Road, Moreton-in-March, GL56 0DS 8.00 a.m. to 8.00 p.m. Stroud General Hospital, Trinity Road, Stroud, GL5 2HY 24 hours a day, every day Tewkesbury Hospital, Barton Road, Tewkesbury, GL20 5GJ 8.00 a.m. to 8.00 p.m. The Vale Hospital, Dursley, GL11 4BA 8.00 a.m. to 8.00 p.m. 01225 428331 01285 655711 0300 421 8640 0300 421 8722 0300 421 8770 0300 421 8884 0300 421 6100 0300 421 8494 23

Walk in Centre: Health Centre, Carfax Street, SN1 1ED Open every day of the year. 7am - 8pm Mon to Fri 8am - 8pm Sat/Sun/Bank Hols Blood tests: 7am - 12 noon Mon to Fri Children s Health Clinic: Moredon Medical Centre, Moredon Road,, SN2 2JG Open Monday to Sunday between 8am and 8pm. Provides services for youngsters, toddlers and infants suffering from common colds, aches or pains who are unable to get an appointment with their own GP. Not those with life-threatening conditions. To access the service you must telephone first and a specialist nurse will make an appointment time with you. Minor Injury Unit, Trowbridge Community Hospital, Adcroft Street, Trowbridge, BA14 8PH Open 24 hours a day, every day Minor Injury Unit, Chippenham Community Hospital, Rowden Hill, Chippenham SN15 2AJ Open from 7am - 1am every day Salisbury Walk-in Health Centre, Avon Approach, Salisbury,, SP1 3SL Open from 8am - 8pm, every day 01793 541655 01793 646466. 01225 711329 01249 456403 01722 331191 24

MENTAL HEALTH CARE CRISIS BANES Hill View Lodge, Royal United Hospital, Combe Park, Bath, BA1 3NG 01225 362700 Gloucestershire, Tewkesbury and North Cotswolds Stroud and Cotswolds Gloucester and Forest Contact any of the three above on: http://www.2gether.nhs.uk/emergency-contact-details 2gether NHS Foundation Trust Headquarters, Rikenel, Montpellier, Gloucester, GL1 1LY Avon and Mental Health Partnership NHS Trust, Sandalwood Court, Highworth Rd,, SN3 4WF Avon and Mental Health Partnership NHS Trust, Green Lane Hospital Devizes, Marshall Road, Devizes, SN10 5DS Avon and Mental Health Partnership NHS Trust Fountain Way, Wilton Road, Salisbury, SP2 7FD Avon and Mental Health Partnership NHS Trust, Jenner House, Langley Park, Chippenham, SN15 1GG * If driving to Jenner House and using satellite navigation, please use the postcode SN15 1DG. 0800 1690398 (press 3) 0800 1690398 (press 1) 0800 1690398 (press 2) 01793 836800 01380 731282 01722 820329 Advice and support 01225 325680 Administration 01249 468000 25

CARERS BANES Gloucestershire by visiting: North East Somerset Carers' Centre, 1 Riverside Cottages, Radstock BA3 3PS Bath Carers' Centre, The Woodlands, Lower Bristol Road, Bath BA2 9ES by freepost (no stamp needed): The Carers Centre FREEPOST (SWB 10722) Radstock BA3 3ZZ Carers Gloucestershire, 2nd Floor, 35 St Michael s Square,Gloucester, GL1 1HX http://carersgloucestershire.org.uk/ Carers Centre, Advice and Support Centre, Sanford Street,, SN1 1QH carers@swindoncarers.org.uk Carer Support, Independent Living Centre, St George s Road, Semington, BA14 6JQ Info@carersinwitlshire.co.uk Freephone for carers: 0800 0388 885 Office: 01761 431388 01452 386283 01793 531133 01380 871 690 0800 1814 118 SEXUAL HEALTH SERVICES Check NHS Choices Website for Services Near You, then Sexual Health for service locations, opening times and additional details. This is especially relevant for Emergency Hormonal Contraception when time is critical. BANES Check NHS Choices Website for current opening times and additional details http://www.nhs.uk/service-search/sexual-health-information-andsupport/locationsearch/734 CASH Clinic, Bath Riverside Health centre, James Street West, Bath, Somerset, BA1 2BT Sexual Health Clinic, Royal United Hospital, Combe Park, Bath, Somerset, BA1 3NG Tel: 01225 474242 Tel: 01225 824617 26

Gloucestershire Check NHS Choices Website for current opening times and additional details Alternatively, for details of services in your area ring Or go to the Sexual Health in Gloucestershire website: http://www.sexhelpglos.nhs.uk/ Check NHS Choices Website for current opening times and additional details Sexual Health Clinic, First Floor, Health Centre, Carfax Street, SN1 1ED Includes Walk-in Clinic, Youth Clinic and Contraception Clinic See website for opening times http://www.swindonsexualhealth.nhs.uk/clinics/ Sexual Health Clinic, 4 th floor, Great Western Hospital, Marlborough Road,, SN3 6BB Appointments only. See website for opening times http://www.swindonsexualhealth.nhs.uk/clinics/ New College, New College Drive,, SN3 1AH Students have access to contraceptive services and STI testing. See website for opening times http://www.swindonsexualhealth.nhs.uk/clinics/ College, North Star Ave, SN2 1DY Students have access to contraceptive services and STI testing. See website for opening times http://www.swindonsexualhealth.nhs.uk/clinics/ Tel: 0300 421 6500 Telephone: Clinic times apply. Tel: 01793 604038 01793 604038 27

Check NHS Choices Website for current opening times and additional details http://www.nhs.uk/service-search/sexual-health-information-andsupport/locationsearch/734 Chippenham Community Hospital, Rowden Hill, Chippenham,, SN15 2AJ Monday 6.00pm - 8.30pm CASH Clinic - Calne Health Centre Broken Cross, Calne,, SN11 8BN Contraception information and advice, Emergency contraception, testing for STIs and pregnancy. CASH Clinic, Melksham Community Hospital, Spa Road, Melksham,, SN12 7NZ CASH Clinic, Devizes Community Hospital, New Park Street, Devizes,, SN10 1EF Bradford on Avon Health Centre, Station Approach, Bradford-on-Avon,, BA15 1DQ Salisbury Central Clinic, Avon Approach, Salisbury,, SP1 3SL Salisbury District Hospital, Odstock Road, Salisbury,, SP2 8BJ Cash Clinic, Trowbridge Community Hospital, Adcroft Street, Trowbridge,, BA14 8PH Downton Pharmacy, 5 High Street, Downton Salisbury,, SP5 3PG Free emergency contraception (EHC) for young people aged 19 and under. Free pregnancy testing for young people aged 19 and under. Free condom distribution for young people aged 19 and under. Boots the Chemist, 40 Salisbury Street, Amesbury,, SP4 7HD Free emergency contraception (EHC) for young people aged 19 and under. Free pregnancy testing for young people aged 19 and under. Free condom distribution for young people aged 19 and under. Telephone: Clinic times apply. Tel: 01249 456412 01249 812821 for appointments Tel: 01225 701005 Tel: 01380 725089 Tel: 01225 865660 Tel: 01722 328595 Tel: 01722 410069 Tel: 01725 510388 Tel: 01980 622188 28

SOCIAL SERVICES BANES Gloucestershire Access Team, P.O. Box 3343, Bath, BA1 2ZH Access_Team@bathnes.gov.uk http://www.bathnes.gov.uk/services/adult-social-care-and-health Adult Social Care Helpdesk Email: socialcare.enq@gloucestershire.gov.uk Children & Families Helpdesk Email: childrenshelpdesk@gloucestershire.gov.uk 01225 396000 01452 426868 01452 426565 http://www.gloucestershire.gov.uk/socialcarecontacts Adults http://mycaremysupport.co.uk//home-page.aspx Children http://children.mycaremysupport.co.uk/ Family Contact Point email: fcp@swindon.gov.uk www.mycaremysupport.co.uk Social Care Helpdesk, County Council, Bythesea Road, Trowbridge, Wilts, BA14 8LE Email: socialcarehelpdesk@wiltshire.gov.uk Website: www.wiltshire.gov.uk/healthandsocialcare.htm 0800 085 6666 01793 466903 Emergency and Out of Hours: 01793 436699 Tel: 01225 713001 Fax: 01225 713355 29

SMOKING: STOP SMOKING SERVICES All areas BANES Gloucestershire NHS Stop Smoking Services www.smokefree.nhs.uk/ www.nhs.uk/livewell/smoking/pages/stopsmokingnewhome.aspx Sirona Care and Health http://www.sirona-cic.org.uk/health-care-services/health-improvement/stop-smokingservice Gloucestershire NHS Stop Smoking Service http://www.stopsmokingglos.nhs.uk/ Borough Council http://www.swindon.gov.uk/sc/schealthmedicaladvice/healthandyourlifestyle/pages/stop-smoking.aspx 0800 022 4322 01225 831 852 0300 421 0040 0800 389 2229, 01793 465513, text 07881 281797 or email besmokefree@seqol.org Stop Smoking Service http://www.wiltshirestopsmoking.co.uk/ 0300 003 4562 GPs, Dentists, Pharmacies, and Opticians Separate appendices contain lists of the above. NHS Choices provides an easy way to find contact details for providers of NHS Health Care and can be searched by town or postcode. Website: www.nhs.uk, select Services Near You then GP, Dentist, etc. (or Google search for NHS Choices) You are advised to use NHS Choices in preference to the fixed/printed lists appended. Some contact details on lists will become out-of-date. NHS England takes no responsibility for the continued correctness of the listed information. 30

Appendix 1 NHS England South (South Central) BaNES, Gloucestershire, and Conducting Medicines Use Reviews (Version 21/04/15) Medicines Use Reviews (MURs) should be conducted in the pharmacy face to face as a general rule. In exceptions MURs can be conducted in patients homes where agreed with the NHS England South (South Central - BaNES, Gloucestershire, and ). It is NHS England Policy that a pharmacist wishing to conduct MURs in patients homes has an enhanced disclosure and barring service (DBS) certificate (the updated CRB check). The service specification states that permission needs to be given for each patient every time a MUR is to be undertaken. Aims for the Service To improve patient knowledge, adherence and use of their medicines by: Establishing the patients actual usage, understanding and experience of taking their medicines Identifying, discussing and resolving poor or ineffective use of their medicines Identifying side effects and drug interactions that may affect adherence Improving the clinical cost effectiveness of prescribed medicines and reducing medicine wastage Working with other professionals In order to ensure cost effective and integrated services are delivered NHS England South (South Central - BaNES, Gloucestershire, and ) requires pharmacists to work in collaboration with the local GP surgery within their local Clinical Commissioning Groups (CCGs). This is intended to ensure that the MUR activity is co-ordinated with any medication reviews undertaken by others within the CCG e.g. GPs, nurses. As Offsite MURs are, by definition, not carried out in the pharmacy it is essential that patients and other Health Care Professionals can see that this is part of integrated NHS medicines optimisation services and does not lead to any confusion about who is doing what. Pharmacist will be required to give assurance that this contact has been made, and there is local agreement and understandings of how all MURs are to be carried out off the pharmacy premises. Gaining consent Pharmacy contractors wishing to carry out consultations off the pharmacy premises must gain consent from the NHS England South (South Central - BaNES, Gloucestershire, and ), and this consent can be for: a specific premises e.g. specific room in a GP practice a specific premises or a category of premises for a category of patients e.g. care home for care home residents specific premises for a specific patient e.g. in a patients own home 31

Standard Operating Procedure The pharmacy will need to have in place a SOP of how it will deliver offsite MURs and this will need to include the following: How patients will be targeted, How the pharmacy will gain approval for the MUR, How the pharmacy will obtain consent from the patients for an offsite MUR What areas will be covered in the MUR How improved outcomes will be recorded during the MUR How these details will then be collated for the offsite MUR review summary for reporting to the NHS England South (South Central - BaNES, Gloucestershire, and ) The SOP will need to be shared with the NHS England South (South Central - BaNES, Gloucestershire, and ) prior to authorisation being given. MURs over the Telephone MURs can only be provided in exceptional cases by telephone, but only where NHS England South (South Central - BaNES, Gloucestershire, and ) gives approval for a particular patient, and on a particular occasion. It should be noted that it is extremely unlikely that NHS England South (South Central - BaNES, Gloucestershire, and ) approval for these will be given. The Directions require a telephone MUR to be carried out such that no-one can overhear the consultation. MURs at a patient s home There may be circumstances where a patient is housebound and is unable to attend the pharmacy premises but would benefit from an MUR. In this instance a contractor may apply to the relevant NHS England South (South Central - BaNES, Gloucestershire, and ) to provide an MUR to a specific patient on a specific occasion. The pharmacist undertaking the MUR must have an enhanced Disclosure and Barring Service (DBS) certificate. MURs at other premises There may be circumstances where a contractor wishes to provide the service at premises or a category of premises to a particular category of patient e.g. residents of a care home who are self-medicating. The pharmacist undertaking the MUR must have an enhanced Disclosure and Barring Service (DBS) certificate. Service Specification If a pharmacy wishes to provide MURs in another location they must seek the prior approval of the NHS England South (South Central - BaNES, Gloucestershire, and ). Carrying out the MUR service away from the pharmacy could include an area for confidential consultations at premises other than the pharmacy (e.g. at a GP practice); at premises to provide the service to a particular patient on a particular occasion (e.g. in a patient s home); or at premises to provide the service to a particular category of patient (e.g. at a care home). Where a pharmacy wishes to provide an MUR via telephone to a particular patient on a particular occasion, they must seek the prior approval of NHS England South (South Central - BaNES, Gloucestershire, and ). Only when it is not practical for the 32

patient to get to the pharmacy or for the pharmacist to attend the patient s home, should an MUR be conducted by telephone. The MUR must be conducted in such a way as to ensure that the telephone conversation can only be overheard by someone whom the patient wants to hear the conversation, for example a carer. For full MUR service specification please refer to:- http://psnc.org.uk/services-commissioning/advanced-services/murs/ Forms Pharmacy contractors can use PSNC s PREM2 forms to make applications to NHS England South (South Central - BaNES, Gloucestershire, and ): Application to undertake MURs off the pharmacy premises at alternative premises with a consultation area: Form PREM2A http://www.psnc.org.uk/wp-content/uploads/2013/07/prem2a-2013.doc Application to undertake MURs off the pharmacy premises at alternative premises for a particular patient on a particular occasion: Form PREM2B http://www.psnc.org.uk/wp-content/uploads/2013/07/prem2b-2013.doc Application to undertake MURs off the pharmacy premises at alternative premises or a category of premises for a particular category of patients: Form PREM2C http://www.psnc.org.uk/wp-content/uploads/2013/07/prem2c-2013.doc Application to undertake an MUR by telephone for a particular patient on a particular occasion: Form PREM2D http://www.psnc.org.uk/wp-content/uploads/2013/07/prem2d-2013.doc DBS checks DBS application must be arranged through the NHS England South (South Central - BaNES, Gloucestershire, and ), only one pharmacist per pharmacy will be eligible for a DBS check, only if that pharmacist leaves will the NHS England South (South Central - BaNES, Gloucestershire, and ) allow for a second DBS check to be completed per pharmacy. Further information on DBS checks can be found at www.gov.uk.dbs Procedure for DBS check:- 1. The Pharmacy request a DBS application form from NHS Shared Business Services (SBS-I.contractssw@nhs.net). Please ensure the name and address of the pharmacist conducting the MURs is included in the email. 2. NHS Shared Business Services send the applicant the form for the Pharmacist to complete 3. The applicant arranges to meet with NHS Shared Business Services to hand over the completed application form along with originals and copies of documents proving their identity. These checks can be undertaken at any of the offices detailed. Please confirm which office is more convenient at the time of email NHS Shared Business Services for an application form:- Sanger House, Gloucester Bewley House, Chippenham 33

Southgate House, Devizes 4. NHS Shared Business Services sends the application to DBS for processing 5. DBS issues a certificate to the applicant. 6. The Applicant sends a copy of the certificate to NHS Shared Business Services 7. NHS Shared Business Services provides a copy of the certificate to the Area Team NHS England South (South Central - BaNES, Gloucestershire, and ) Contract Details Gloucestershire and Pharmacies Sharon Hodges, Primary Care Administration Support Email: england.bgsw-primarycare@nhs.net Address: Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4FE Telephone number: 0113 825 3512 BaNES and pharmacies Gina Bryant, Primary Care Commissioning support Email: england.bgswareateamprimarycarebewley@nhs.net Address: Bewley House, Marshfield Road, Chippenham,, SN15 1JW Telephone number: 0113 825 1509 34

Appendix 2 NHS SBS Project Name: Date: Version: Primary Care Services SW PSS Change Document 13/05/2015 1.0 Primary Care Services SW PSS Change Document V1.0 35

1) DOCUMENT CONTROL 1. History Version Date Change Description Changed By 1.0 5 th March 2015 Initial Draft Christopher Perkins 2. Issue This document is issued by NHS Shared Business Services, to whom any change requests or queries should be directed. The master for this document shall be maintained/accessed electronically. Any copy-controlled printed copies shall be suitably identified. A printed copy that is not suitably identified is not copy-controlled and will not be automatically updated. It is therefore the responsibility of the reader to ensure that it is a currently valid copy. 3. References No. Reference Title Note: Unless a specific version is referred to above, reference should be made to the current version of the document. 36

Table of Contents 1) DOCUMENT CONTROL... 36 1. HISTORY... 36 2. ISSUE... 36 3. REFERENCES... 36 1. INTRODUCTION... 38 1.1 BACKGROUND... 38 2. ORDER FORM... 38 2.1 USING THE NEW FORM... 38 1.2 SECURE STATIONARY ORDERS... 40 2) SUBMITTING AN ORDER... 41 2.1 ORDER PROCESS... 41 2.2 EMAIL SUBJECT HEADINGS... 41 37

1. Introduction 1.1 Background In an effort to increase efficiency within the PSS service we have streamlined the process of ordering. With this streamline come some small changes in the way we would like to take orders. 2. Order Form The current form is a word document with a product catalogue. To make the ordering easier we have created an excel order form. The new form is simple to fill out and also contains a product catalogue. 2.1 Using the new form Fill the form in from left to right: 38

The mandatory fields that need to be filled in with every order are: Area Contractor Name Address Postcode Contact Number Order Date Catalogue number Description (This is filled in automatically) Quantity Unit Type (This is filled in automatically) Fill Area to Order Date only once and then add each item under the other, please see below for an example: 39

1.2 Secure Stationary Orders For secure stationary orders the form is very similar as you fill in the same details but with a few additional fields. The mandatory fields in this form are: Area Contractor Name Address Postcode Contact Name Contact Number Order Date Catalogue number Description (This is filled in automatically) Quantity Unit Type (This is filled in automatically) GP Prescriber Code and Name or Pin Number (Nurses & Health Visitor) 40

2) Submitting an Order All orders will need to be submitted attached to an email, if you do not have access to the internet please contact Sarah Thompson to inform her you will only be able to fax orders. 2.1 Order Process When submitting an order it is very similar to the current process. Once you have filling in the form correctly you will need to attached the excel order form to an email and send it to SBS- I.SWPSS@nhs.net.When. When sending the email you will need to put the word Order only into the subject heading. This is so that the automatic submission of orders can be completed. 2.2 Email Subject Headings For all emails please follow the guide below for subject headings. All order emails will have Order only in the subject heading All receipt email will have Receipt only in the subject heading All other emails will have Query only I the subject heading 41

42

Appendix 3 Area Contractor Code Practice Code Contractor Name Address Post code Order Date Catalogue Number Only Description Only Quantity (Number Only) Unit Type See PSS catalogue over the page. 43

PSS Catalogue Appendix 3A PSS Type Product code Product Type Product Name Unit Type Pharmacy FP57 Receipt for prescription charges Box Pharmacy FP92A Application for prescription charge exemption (medical) Pads Pharmacy FP95 Prescription charges prepayment certificate Box Pharmacy FP1010 Peak flow charts Packs Pharmacy Oatbooks Anti-coagulant therapy forms Packs Pharmacy STC Steroid treatment cards Packs Pharmacy HC1 Claim form for help with NHS charges Forms Pharmacy HC5 Refund claim forms Forms Pharmacy HC12 Help with Health Costs Forms Pharmacy RD1 Patient Agreement Form Repeat Dispensing Arrangement Forms Pharmacy RD2 Repeat Dispensing Information Leaflet for Patients Forms Pharmacy FW8 Application for prescription charge exemption (maternity) Forms Pharmacy RE26 Pre-Paid Envelopes for Prescription Pricing Authority Envelopes Pharmacy Oatpacks Anti-coagulant packs Packs Pharmacy FP10DT EPS Dispensing Tokens Box Pharmacy FP30P Pharmacy requisition forms Forms 44

Dentists Appendix 4 In postcode order Name of Dental Practice Address Postcode Phone Green Park Dental Surgery 40 Green Park, Bath BA1 1HZ 01225 421096 Avon SPCDS Salaried Dental Service, BA1 2BT 01225 474243 Riverside Health Centre, James Street West, Bath Circus Orthodontic Practice - 20 The Circus, Bath BA1 2EU 01224 424051 Cloudshill Limited Laser-Dent Limited - Queen 1a Queen Square, Bath BA1 2HA 01225 424336 Square Dental Practice Charlotte Street Dental 15a Charlotte Street, Bath BA1 2ND 01225 318455 Practice Gay Street Dental Practice 25 Gay Street, Bath BA1 2PD 01225 330011 RUH Orthodontic Department Combe Park, Bath BA1 3NG 01225 824324 - Royal United Hospital Larkhall Dental Practice 1a St Saviours Road, Bath BA1 6RT 01225 313914 Batheaston Dental Surgery 211 London Road East,, BA1 7NB 01225 859394 Batheaston, Bath Mere Dental Practice Duchy Manor, Springfield Road, BA12 01747 860365 Mere, Warminster, 6EW Chantry Dental Practice 48 High Street, Warminster, BA12 9AF 01985 846576 Wylye Valley Dentistry Limited 1 Station Road, Warminster, BA12 9BR 01985 212777 Dentalcare Limited 11 The Mall, Edward Street, BA13 3DR 01373 858580 Westbury, Mr M Saliba 1 Hospital Road, Westbury, BA13 3EQ 01373 822229 White Horse Dental Practice White Horse Health Centre, Mane BA13 3FQ 01373 859136 Way, Leigh Park, Westbury, Haynes Road Dental 29 Haynes Road, Westbury, BA13 3HB 01373 865084 Cottage Dental Practice The Cottage, 26B Roundstone BA14 8DE 01225 754638 Street, Trowbridge, The Halve Trowbridge, BA14 8SA 01225 752423 Dentalcare (Southern) Limited The Halve, Trowbridge, BA14 8SA 01225 430545 IDH Limited Trowbridge Dental Centre, BA14 8TJ 01225 351333 Meadow Court, The Slipway, Staverton Marina, Oasis Dental Care Ltd 28 St Georges Terrace, Stallard Street, Trowbridge, BA14 9AB 01225 755620 The Health Centre Dental Practice Station Approach, Bradford-on- Avon, BA15 1DQ 01225 860038 Community Dental Centre Walwyn Close, Twerton, Bath BA2 1ER 01225 339882 Limited (CDC) Twerton St. Michael's Dental Surgery Walwyn Close, Bath BA2 1SX 01225 334733 Whitecross Dental Care - Rush Hill Dental Access Centre Lower Ground Floor, 20 Rush Hill, Bath BA2 2QH 01225 487790 45