Practice Policies & Patient Information

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager, in writing at the practice address , who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

If you would like a copy of our complaints procedure click Complaint Procedure Leaflet.

Confidentiality & Medical Records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Practice Fees

Brief GP Letters or simple form – minimum £40.00- £80.00
Medicals and Reports for Insurance purposes/solicitors letters – Variable between £100.00 – £150.00 plus, depending on the type of medical and size of record
Holiday cancellation – £104.00
Confirmation medical fitness – £60.00
Private Sick -note – £40.00
RTA Letter – £21.30
Taxi medical – Private GP
HGV medical – Private GP
Adoption/foster – £80.00
Camp America – £60.00
Overseas Visitors outside of reciprocal agreement please refer to Alex/private GP
Subject access request – no initial charge, however repeated requests will incur a fee
Ofsted £85.00
Disability online or £40.00

This list is not exhaustive. Jan 24

If you would like to request any records please use the attachment below

Application to Request Medical Records

CQC Privacy Notice

Data Choices

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

Please follow this link for further information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters

Download a copy of the patient leaflet

Data Provision Notice sharing information with NHS Digital for Planning and Research

The Practice is required to comply with the Health and Social Care Act 2012. NHS Digital have the power under the Health and Social Care Act 2012 Section 259 (1) to issue a Data Provision Notice. This mandates us to share information about you unless you tell us not to.

To opt out please complete the opt out form before 23^rd June 2021 and return it to the Practice by email or hard copy.

List of the Data Provision Notices

Direct Care inc referral Privacy Notice

Easy Read Privacy Policy August 2024

Emergencies Privacy Notice

GP Net Earnings Feb 2023

NHS Digital Privacy Notice

Overarching Privacy Policy

Patient Charter

List all Doctors and Practitioners

Dr Meenal Gor
Dr Melanie Mather
Dr Rachel Kilroy
Dr Helen Flynn
Dr Rachel Dullehan
Dr Christopher Page
Dr Vicky La-Borde
Dr James Rangel

List of nurses

Sr Michelle Adshead – Practice Nurse
Miss Emma McConnell – Nurse Associate
Miss Sue Cripps – Healthcare assistant

ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY POLICY WITH THE AIM TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.

Practice Leaflet:

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.

Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients’ rights to General Medical Services:

Patients have the rights to:

•   be registered with a General Practitioner
•   change doctor if desired
•   be offered a health check on joining the practice
•   receive urgent care from the practice
•   receive appropriate drugs and medicines
•   be referred for specialist or second opinion if they and the GP agree
•   have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential

Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.

Repeat Prescriptions:

To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.

Referrals:

Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
We will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.

Test Results:

When a doctor or nurse arranges for a test to be taken the patient will be informed if there is something to follow up. (sometimes these can be repeated to confirm)

Transfer of Medical Records:

The Practice will endeavor to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.

Privacy and Confidentiality:

We will all respect our patients’ privacy, dignity and confidentiality at all times.

Appointments:

With a Doctor
For routine consultations we will endeavor to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment on the same day via the sit and wait clinic.

With a Practice Nurse:
For routine appointments we will offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.

Home Visits:

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion and is based on clinical need. Home visits are for the immobile, house bound or terminally ill.

Out of Hours Emergencies:

We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.

Waiting Times:

surgeries will normally start on time.
we expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation.
when a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor

With these rights come responsibilities and for the patients this means:

Courtesy to the staff at all times – remember they are working under doctors’ orders.
Responding in a positive way to questions asked by the reception staff.
To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
When patients are asked to give 48 hour’s notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

Practice Charter

At our Medical Practice we aim to provide our patients with the best quality care available. Our charter is a statement of what you can expect from this practice and what we feel we can expect in return from you.

All patients will be treated equally. We do not discriminate on the grounds of gender, gender identity, race, disability, sexual orientation, religion or age.
Our premises will be clean and comfortable and have facilities for the disabled
All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice
Strictest confidentiality may be expected
Patients will be informed of any delay of more than 20 minutes
Patients will be offered advice about how to stay healthy and avoid illness
New patients registering with the practice will be offered a health check
Patients will be referred to a consultant when the doctor feels this is necessary
Complaints will be dealt with by our practice manager who will refer complaints to the doctors where appropriate

We Aim:

To offer patients an appointment with a healthcare professional within 48 hours
To see all patients with genuine urgent problems as soon as possible
For all staff in the practice to wear identification badges indicating their name and job title

Policy On Patients’ Rights

In relation to primary care, patients have certain rights.

A Patient:

Has the right to be on a practice list and have a named GP
Has a right to see a GP or an Advanced Practitioner (this does not need to be their named GP) at the surgery during surgery hours. An appointment system is operated, if the patient does not have one, an appointment for a later surgery, which may be at another location, should be offered as long as the delay will not result in a risk to health
Named GP – This means that while a patient will not always be seen by their named GP, any test results or letters will always be seen by a doctor from their own team. Decisions on treatment will be taken by doctors from the team if a patient’s named GP is away or unavailable
Should have access to a telephone number where a GP can be reached 24 hours a day, every day of the year
Should have a home visit, if considered necessary by the GP
If temporarily away from home must receive treatment if it is considered to be required immediately, though the GP is not bound to accept them as a temporary resident
Has the right to change practice, by applying to another practice. No reason is required
Requires to give consent before being examined or treated. However, a visit to the GP is considered to constitute consent
Is entitled to a chaperone during intimate examinations
Is not bound legally to accept treatment. However, a doctor can give essential treatment if the patient is temporarily incapable of understanding or consenting to treatment as per the Adults with Incapacity Act
May refuse to be examined when a medical student is present
Is entitled to a full and truthful answer to questions unless the answers would result in anxiety, which may injure the person’s health
Has the right to complain about their GP if he has not followed his terms of service or behaves in an unprofessional or unethical way. The patient should then be kept informed about how the complaint is being dealt with and told of the outcome
Has the right to see medical reports requested by insurance companies or employers before they are forwarded. However, a GP may withhold them if access may cause harm to the patient or if they contain information regarding a third party
Has the right to confidentiality

With These Rights Come Responsibilities

We ask that patients attend their appointments at the arranged time. If they cannot attend they will inform the surgery immediately
We expect that patients will understand that appointments are for one person only. Additional appointments will be made if more than one person needs to be seen
Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy
We ask that requests for help or advice for non-urgent matters be made during surgery hours
Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery
Patients should realise that home visits are made at the doctor’s discretion
Requests for night visits should only be made for emergencies
Many problems can be solved by advice alone, therefore patients should not always expect a prescription at every consultation
We ask that patients treat the doctors and staff with courtesy and respect
Patients must inform the practice staff of any alterations in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory

Public Health Privacy Notice

Publication of Earnings 31.3.24

Risk Stratification Privacy Notice

Safeguarding Privacy Notice

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

Summary Privacy Fair Processing Notice May 2024

More Information

For further information visit the NHS Care records website or the HSCIC Website.

Download the opt out form >>>>

Telephone Recording

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

The Practice considers threatening behaviour to be either:-

attempted or actual, aggressive threatening physical actions (including fist clenching and finger pointing) made towards any member of staff or other users of the Health Centre

the use of aggressive or abusive verbal language, (including raising of the voice, swearing and cursing) intended to threaten or intimidate any member of Staff or other users of the Health Centre.

Any behaviour, verbal or physical, which causes others to feel uncomfortable, embarrassed or threatened, is totally unacceptable.