As a Practice we have a number of policies that help to ensure the quality, safety and legal compliance of the services that we provide to our patients. These include
We aim to provide the highest standards of care to you and would like to hear from you if you feel that there is something we could have done better.
We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most a few weeks – because this will enable us to establish what happened more easily.
Complaints can be made by contacting our Practice manager by phone, in writing or by email at ncccg.C84064@nhs.net.
For more information please see our complaints and concerns leaflet that is available here.
We are one of many organisations working in the health and care system to improve care for patients and the public).
Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.
The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:
• improving the quality and standards of care provided
• research into the development of new treatments
• preventing illness and diseases
• monitoring safety
• planning services
This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.
Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.
You have a choice about whether you want your confidential patient information to be used in this way.
If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.
To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:
• See what is meant by confidential patient information
• Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
• Find out more about the benefits of sharing data
• Understand more about who uses the data
• Find out how your data is protected
• Be able to access the system to view, set or change your opt-out setting
• Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
• See the situations where the opt-out will not apply
You can also find out more about how patient information is used at:
https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and
https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)
You can change your mind about your choice at any time.
Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.
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.
Sometimes it may be necessary for our doctors and nurses to perform examinations and procedures that are invasive, intimate or sensitive in nature as part of your care.
Chaperones are used to
o Ensure your privacy and dignity are protected
o Ensure you understand all the information given to you
o Provide support and reassurance
o Protect the healthcare professional
If you would like to have a chaperone present during any of these examinations or procedures please ask and one will be provided.
You have the right to see your medical records and information held about you. Please contact the Practice for further information.
The Information Commissioners Office has published a new Model Publication Scheme that all public authorities are required to adopt. We undertake to support relevant public bodies in meeting these obligations.
The practice has a number of policies and procedures in relation to the safeguarding of adults, children and young people. These are necessary to ensure that we take all reasonable steps to ensure the safety of our patients and the people that they may come into contact with. These policies are required by law and are fully compliant with the local authority’s multi-agency safeguarding framework.
All staff receive training in safeguarding appropriate to their role within the practice.
In line with the wider NHS, the Practice operates a zero tolerance policy regarding violence and aggression. Any persons committing an act of violence/abuse against any member of staff, patient or visitor at the practice will be reported to the police and maybe removed from the practice list.