If you feel you would like a chaperone present at your consultation please inform your doctor/nurse who will be happy to arrange this for you.

The practice prides itself in maintaining professional standards. For certain examinations during consultations an impartial observer (a ‘chaperone’) will be required.

This impartial observer will be a member of the practice team who will be available to reassure and raise any concerns on your behalf. If a chaperone is unavailable at the time of your consultation then your examination may be re-scheduled for another time.

You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.

The role of a Chaperone

A chaperone is there to:

• Maintain professional boundaries during intimate examinations
• Acknowledge a patient’s vulnerability
• Provide emotional comfort and reassurance
• Assist in the examination
• Assist with undressing patients, if required

Please click here to read our  Complaints procedure.

The ICO recognises the unprecedented challenges the NHS and other health professionals are facing during the Coronavirus (COVID-19) pandemic.

The ICO also recognise that ‘Public bodies may require additional collection and sharing of personal data to protect against serious threats to public health’.

The government have also taken action in respect of this and on 20th March 2020 the Secretary of State for Health and Social Care issued a notice under Regulation 3(4) of The Health Service (Control of Patient Information) Regulations 2002 requiring organisations such as GP Practices to use your information to help GP Practices and other healthcare organisations to respond to and deal with the COVID-19 pandemic.

In order to look after your healthcare needs during this difficult time, we may urgently need to share your personal information, including medical records, with clinical and non clinical staff who belong to organisations that are permitted to use your information and need to use it to help deal with the COVID-19 pandemic. This could (amongst other measures) consist of either treating you or a member of your family and enable us and other healthcare organisations to monitor the disease, assess risk and manage the spread of the disease.

Please be assured that we will only share information and health data that is necessary to meet yours and public healthcare needs.

The Secretary of State for Health and Social Care has also stated that these measures are temporary and will expire on 30 September 2020 unless a further extension is required. Any further extension will be will be provided in writing and we will communicate the same to you.

Please also note that the data protection and electronic communication laws do not stop us from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.

It may also be necessary, where the latest technology allows us to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place
• Allow public access to information held by public authorities.

The Act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland. However, it does not cover personal information such as patient records, which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

For more information, please visit the “ICO What is Freedom of Information Act?” page.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• who we are and what we do
• what we spend and how we spend it
• what our priorities are and how we are doing it
• how we make decisions
• our policies and procedures
• lists and registers
• the services we offer

You can request our publication scheme leaflet at the surgery.

Who can request information?

Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him/her. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use. 

How should requests be made?

Requests must:

• be made in writing (this can be electronically e.g. email)
• state the name of the applicant and an address for correspondence
• describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information see these websites:

• Legislation GOV.UK
• Information Commissioners Office

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our reception staff.

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards, these are:

• Encouraging staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems
• Carrying out an annual infection control audit to make sure our infection control procedures are working
• Providing annual staff updates and training on cleanliness and infection control
• Reviewing our policies and procedures to make sure they are adequate and meet national guidance
• Maintaining the premises and equipment to a high standard within the available financial resources and ensuring that all reasonable steps are taken to reduce or remove all infection risk
• Using washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensuring that these are laundered, cleaned or changed frequently to minimise the risk of infection
• Making alcohol hand rub gel available throughout the building

All patients have been assigned a named GP who is responsible for coordinating their care. If you would like to know who your registered GP is, please ask at reception.

Regardless of who you are registered with, you can still see any GP.

We want everyone to feel welcome and able to visit our practice. Here’s how we make it easy for people to get around and use our building:

Getting In and Around

• Step-Free Access: There are no steps at our entrance, so it’s easy for wheelchairs, walking aids, or prams to get in.
• Accessible Parking: We have special parking spaces for people who need extra help.
• Automatic Doors: Our doors open by themselves, so you don’t have to push or pull them.
• Wide Spaces: The hallways and doorways are wide enough, making it possible to move around in a wheelchair or with a walking aid.
• Accessible Toilets: There’s a large toilet with grab rails and an emergency cord to make it safer and easier to use.

Communication

• Hearing Loop: If you use a hearing aid, we have a system to make it easier for you to hear at reception.
• Assistance Animals: Service dogs are welcome. Let us know if you’re bringing one.
• BSL Interpreting Services: We provide British Sign Language (BSL) interpretation through Capita Interpreting Service. Please inform us when booking your appointment if you require this service.

• Translation and Interpretation Services: Language Support: Translation services, are available to ensure effective communication. Translation requests can be made at the time of booking an appointment. Please inform us in advance to ensure the appropriate interpreter is available for your visit and there is appropriate time allocated for the appointment.

Services for Blind or Partially Sighted Patients

• Large Print Materials: We can provide a large print version of our practice leaflet upon request. Please ask at Reception for further assistance.
• Support and Resources: For more advice and support for blind and partially sighted individuals, please visit: Royal National Institute of Blind People (RNIB)

Need Help?

If you need extra help when you visit, our staff are happy to assist. Just ask us if you need help opening a door, finding your way, or anything else.

If you need someone to translate sign language or help you communicate, let us know before your visit so we can arrange it for you.

Commitment to Accessibility

We are continually assessing and improving our facilities to ensure they meet the needs of our patients. Your feedback is invaluable and helps us enhance the services we provide.

Please click here to see a list of our private fees.

Information about all NHS users and the care they receive is shared, in a secure system, by healthcare staff to support your treatment and care. Having access to this information means that healthcare staff can make an informed decision about your treatment when you need unplanned care or when the surgery is closed. The aim is to improve patient safety, efficiency and effectiveness of care, and to improve the patient experience.

For more information please visit www.digital.nhs.uk/services/summary-care-records-scr.

Please inform a member of staff if you would like more information.

Help us to help you

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Doctor’s Responsibilities

• You will be greeted courteously
• You have a right to confidentiality
• You have the right to see your medical records subject to the limitations of the law
• You will be seen the same day, if your problem is urgent
• You will be seen by your doctor whenever possible
• You will be informed if there will be a delay of more than 20 minutes for your appointment
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation on request or at your next appointment
• Your repeat prescription will be ready for collection 3 days after your request. More information can be found on the Prescriptions page
• Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly. More information can be found on the Suggestions, Comments and Complaints page

Patient’s Responsibilities

• Please treat all surgery staff with the same respect – we are all just doing our job
• Do not ask for information about anyone other than yourself
• Tell us of any change of name or address, so that our records are accurate. You can let us know of any changes to your details by completing the Change Personal Details form
• Only request an urgent appointment if appropriate. Home visits should only be requested if you are housebound. More information can be found on the Appointments page
• Please cancel your appointment if you are unable to attend.  More information can be found on the Appointments page
• Please be punctual but be prepared to wait if your own consultation is delayed by an unexpected emergency
• Please allow sufficient time for your consultant’s letter of the results of any tests to reach us. If you would like to request your test results, you can do so online
• You will be advised of the usual length of time to wait
• Use the tear-off slip to request your repeat prescription whenever possible. Please attend for review when asked, before your next prescription is due
• Do let us know whenever you feel we have not met our responsibility to you
• We would, of course, be pleased to hear when you feel praise is due. You can provide feedback online by completing the Feedback form

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning letter. After a second incident you may be removed from the practice list if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abuse, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.