Practice Policies
Complaints Policy
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
- Find out what happened and what went wrong.
- Make it possible for you to discuss what happened with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Proxy Access
Proxy Access refers to giving a third party access to online services on behalf of a patient. Family members or carers can access a patient’s medical records online only in circumstances where the patient has consented to this, or if the patient lacks capacity AND the applicant can provide evidence that they have been granted the power to manage the patient’s affairs.
Patients will be advised about the risks associated with doing this as part of their access application. Proxy access is the recommended alternative to sharing login details.
A person with parental responsibility who wishes to access some or all of the records of a competent child aged between 11 and 16 should only be allowed to do so if the child or young person consents, and it does not go against the child’s best interests. If the records contain information given by the child or young person in confidence you should not normally disclose the information without their consent.
A person with parental responsibility for a child aged under 12 normally has automatic rights to access a child’s records – although not all parents have parental responsibility. Proxy access for people with parental responsibility to a child’s record is a practice-level decision.
Data Sharing
From 30th September 2021, your data will be shared with NHS Digital. NHS Digital will collect, analyse, publish and share this patient data to improve health and care services for everyone.
The NHS needs data about the patients it treats in order to plan and deliver its services and to ensure that care and treatment provided is safe and effective. For example patient data can help the NHS to:
- monitor the long-term safety and effectiveness of care
- plan how to deliver better health and care services
- prevent the spread of infectious diseases
- identify new treatments and medicines through health research
GP practices already share patient data for these purposes, but this new data collection will be more efficient and effective. Read more here.
GP Net Earnings
Records and Confidentiality
Most patient information is held on computer. All personal and clinical information is confidential and the consent of individual patients is needed before it can be given to anyone else. Sometimes, we may need to share information with other professionals involved in your care, but they also have a legal duty to keep it confidential. You are entitled to see your health records. If you want to do this, please ask at reception for details.
CQC
We are continually working to provide a Safe, Effective, Caring, Responsive and Well-Led Service in line with CQC guidance. This is a responsibility all staff take seriously. There is more information on our registration and inspections with the CQC at this link. Our named staff members for each of the CQC key questions are outlined below:
- Safe – Dr Surgeoner and Dr Keeble
- Effective – Dr Fraser and Dr Wallace
- Caring – Paula Culverhouse and Lisa Hornby
- Responsive – Christine Bunton and Danielle Sweeney
- Well-Led – Christine Bunton, Danielle Sweeney, Paula Culverhouse, Reception Supervisor, Data Management Supervisor, the Partners
Zero Tolerance
This practice has a zero tolerance approach and any patient who is violent, aggressive or abusive to GPs, nurses, practice staff or other patients may be taken off the practice’s list.
