Practice Policies & Patient Information
Accessible Information Standard
All organisations that provide NHS or adult social care must follow the accessible information standard by law by 31st July 2016.
The aim of the accessible information standard is to make sure that people who have a disability, impairment or sensory loss get information that they can access and understand, and any communication support that they need.
As part of the accessible information standard, organisations that provide NHS or adult social care must do five things.
They must:
- Ask people if they have any information or communication needs, and find out how to meet their needs.
- Record those needs clearly and in a set way.
- Highlight or flag the person’s file or notes so it is clear that they have information or communication needs and how to meet those needs
- Share information about people’s information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
- Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.
If you need any of the information we send out to you in an alternative format (e.g. large print or easy read) or if you need help with communication with us (e.g. use British sign language or are hard of hearing) then please let us know to enable your records to be updated.
Allocated Named GP
| Surname A-G | Dr Roberts |
| Surname H-L | Dr Pepper |
| Surname M-S | Dr Berridge |
| Surname T-Z | Dr C Kendall |
Having a named GP does not prevent you seeing any other doctor in the Practice.
The Practice is required by the Government under the terms of the latest GP Contract to allocate all patients a named accountable GP.
Where a patient expresses a preference as to which GP they have been assigned, the Practice will make reasonable efforts to accommodate this request.
Comments and Complaints
Patient Complaints Guide
If you have a complaint, concern or comment about the service you have received from the doctors or any of the staff working in this Practice, please let us know.
As part of the NHS we operate a practice complaints procedure that meets national criteria.
These criteria mean that there are some complaints we cannot process.
For example if you wish to complain about any aspect of private treatment, or if it is your intention at the outset to seek litigation, these matters cannot be investigated under the NHS procedures.
In addition, complaints against personnel working in the Surgery but employed by another organisation, e.g. The Hospital or Social Services these must be directed to their employing organisation.
We will however try to put you in touch with the appropriate agencies to enable you to pursue your complaint through the correct channels.
The Complaints Procedure
The complainant should make their complaint to St Thomas Road Surgery contacting the Practice Manager, Mrs Ella Brownridge. Naturally we hope that, if you do have a problem, you will use our Practice Complaints Procedure. We believe that Local Resolution will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
However, if you feel you cannot raise your complaint with us you should contact
NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 22 33
How to Complain
We would 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 resolved in this way, we would like you to let us know as soon as possible, ideally within a few days, as we will then be able to establish the facts while they are still fresh in everyone’s mind. If for any reason this is not possible you must inform us:
- within 12 months of the incident giving rise to the problem; or
- within 12 months of discovering that there is a problem.
Please address your complaint or comment to Mrs Ella Brownridge, our Practice Manager. Alternatively, you may ask for an appointment with her in order to discuss your concerns. She will explain the complaint procedure to you and ensure that your concerns are dealt with promptly and thoroughly. It will obviously help her to do this if you are as specific as possible about your complaint.
What We Will Do
We will acknowledge your complaint within 3 working days and aim to have a written response to you within 40 working days of the date you raise it with us. When we investigate your complaint we shall aim to:
- Treat your complaint in the strictest of confidence.
- Discuss with you how the complaint will be handled and agree a timeframe for the investigation and response.
- Investigate your complaint and once completed, write a response letter to you with the outcome of the investigation.
- Inform you of any actions taken or proposed actions as a result of the investigation.
- Offer you the opportunity to discuss the response if you wish to.
- Make sure you receive an apology, where this is appropriate.
Confidentiality
Complaining on behalf of someone else
The Practice will always protect the rights of patients to confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. We will seek consent in writing from the patient before any response is issued from the Practice.
Disclosure of Information
You should be aware that it may be necessary to disclose information from your medical records to anyone involved in investigating or responding to your complaint.
Obviously the amount of information disclosed and the number of people will be kept to an absolute minimum, and everyone involved will be bound by the rules of confidentiality.
NHS Complaints Independent Advocacy Service
From April 1, 2013, individual local authorities have a legal duty to organise independent advocacy services to provide support for people who are making, or thinking of making, a complaint about their NHS care or treatment.
This service is free and provided by an independent charity, it is funded by the Local Wakefield Metropolitan District Council. Please contact “Voicability”.
Address: Voicability, Units 3, 4 & 5, The Gaslight, Lower Warrengate, Wakefield, West Yorkshire, WF1 1SA
Telephone: 0300 330 5454
Next step to resolution
Following the completion of local resolution, if you remain dissatisfied, you do have the right to ask the Health Service Ombudsman to independently review your case. The contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
LONDON
SW1P 4QP
Telephone: 0345 015 4033 who may be able to assist you
Confidentiality
We accept how vitally important confidentiality is to us as individuals and consequently to you as patients.
Any data we hold on computer or written records is treated with respect.
All members of staff are bound by our strict confidentiality guidelines and face instant dismissal if this is ever breached.
You can be confident that, if disclosure of information to a third party such as a solicitor or insurance is requested, this will only be provided on receipt of your written approval.
Confidentiality Code of Practice
Click Here to view.
Confidentiality Policy for Patients under 18 years of age
Click Here to view.
Data Choices – National Data Opt-out policy
Your Data matters to the NHS
Information about your health and care helps is 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 numbe rof doctoers 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.
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 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 nhs.uk/
GP Earnings
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working at St Thomas Road Surgery in the last financial year was £98,987 before tax and National Insurance.
This figure relates to 2 full time GPs, and 3 part time GPs.
Social Media Policy
We welcome comments and suggestions from our patients and these can be submitted via the suggestion box in the waiting room or in writing to the practice manager.
We have noticed a developing trend where a patient will use a Social Media site such as Facebook to comment on the practice and members of the surgery staff.
We would ask that if you have a complaint about our service we encourage you to report this to the practice manager.
The practice always investigates and responds to complaints.
The partners reserve the right to remove a patient from the surgery list and report them to the social networking site if they are found to have made libellous statements or defamatory comments about the surgery or a member of the surgery staff.
The legal definition is:
“any intentionally false communication, either written or spoken, that harms a persons reputation, decreases the respect, regard or confidence in which a person is held; or induces disparaging, hostile or disagreeable opinions or feelings against a person.”
Ethicial Social Networking
The GMC’s guidance: Doctor’s use of social medical states that social media sites should never be used to discuss individual patients or their care.
If a GP or other medical professional is contacted by a patient through their private profile for medical advice the patient will be asked to direct their query through the surgery.