Policies

PATIENTS’ RIGHTS AND RESPONSIBILITIES

Please cancel appointments which are no longer needed; arrive on time for your appointment; book one appointment for each person.

Please treat our staff with courtesy and respect.

Please notify us if you change your name, address or contact numbers.

The practice will provide any inquiries and examinations as appear to be appropriate for any patients who have not been seen at the practice in the previous three years when they attend surgery.

COMMENTS/COMPLAINTS

If you have any comments or complaints concerning the service you receive from the practice, please contact Mrs Hope, the practice manager, in writing or telephone 01676 935000.

CONFIDENTIALITY

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer. We are registered under the Data Protection Act, under which you have statutory rights. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary for medical information about a patient to be shared between members of the team. Details of how the practice shares information is included in the practice Freedom of Information Publication Scheme available from the practice manager.

PATIENTS' HEALTH RECORDS

How we use your medical records - Important information for patients 

·       This practice handles medical records in-line with laws on data protection and confidentiality.

·       We share medical records with those who are involved in providing you with care and treatment.

·       We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.

·       You have the right to be given a copy of your medical record.

·       You have the right to object to your medical records being shared with those who provide you with care.

·       You have the right to object to your information being used for medical research and to plan health services.

·       You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office.

 

Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.

 

If you have any questions, our data controller is Joanne Hope who is also our Practice Manager

You can decide to opt out of sharing your data for NHS research and planning purposes. If you decide to opt out, this will be respected and upheld by NHS Digital at first. NHS Digital collects, processes and releases health and social care data on a national basis. Your decision will also be respected and upheld by all other organisations that use health and care information by March 2020.

 

NHS ENGLAND ACCESS TO PATIENT RECORDS

From time to time it is possible that your records may be assessed by, for example, members of Solihull Primary Care Trust or members or members of staff working for the Trust. These members of staff (who will all have signed a duty of confidentiality) are required to review the quality and consistency of patient records in monitoring the management of healthcare services in the NHS.

Wherever it is practicable, patient information will be anonymised and/or aggregated.

If this is not possible and patient identifiable information is disclosed, a note of this will be made in your records.

If you have any questions or comments about the confidentiality of patient records, or if you would prefer that your records are not accessed for these purposes, please contact the Practice Manager, Mrs Joanne Hope.

Reference: Department of Health Code of Practice, 'Confidentiality and Disclosure of Information: General Medical Services (GMS) Personal Medical Services (PMS), and Alternative Medical Services (APMS) Code of Practice March 2005'. A copy of this document can be obtained from the Practice Manager, Mrs Joanne Hope.

SUMMARY CARE RECORDS

The Balsall Common and Meriden Group Practice are participating in the Summary Care Record Programme.  A Summary Care Record is a summary of important information about your health which can be accessed via NHS computers by NHS staff only.  This programme offers a real chance to improve patient safety and clinical care while providing important safeguards about consent and confidentiality.  It means that if you have an Accident or become ill, Healthcare staff will be able to immediately access vital health information about you to help provide you with the best possible care.

The only medical information included on the Summary Care Record at the moment is allergies, repeat prescriptions and previous reactions to medicines

 This information is particularly helpful in the following situations

·         If you attend an Out Of Hours Centre, Walk-In Centre or Accident & Emergency

·        If you are a temporary patient from another practice and do not have a clinical record on their GP system

·        In an emergency situation where the patient is unconscious

 In the future the following information may also be added

·         Significant Illnesses and Health Problems

·        Illnesses that you take regular medication for, such as Asthma and Diabetes

·        Important test results and Immunisations

 If there is any information that you do NOT want to be included in your Summary Care Record, you must let your GP Practice know

Please note that staff accessing your Summary Care Record must do so with your prior consent on each occasion, so even though you may have a Summary Care Record a member of staff will not be able to view it until they have received your verbal consent.

If however you choose not to have a Summary Care Record, we will need this in writing.  An Opt out form should be completed (for children – the parent will need to complete this on their behalf). Opt Out Forms are available from Reception at both surgeries.

If you have any further questions, please do not hesitate to contact the Practice.  Additional information can also be found on the following website.

 www.nhscarerecords.nhs.uk

 or by telephoning 0845 603 8510 (7.00am – 10.00pm – Every day except Bank Holidays)

If you decide at a later date that you Do wish to have a Summary Care Record please contact the surgery to complete a Summary Care Record OPT IN Form

CARERS INFORMATION

We try to make sure that as a practice we are aware of any patient who needs to be supported by a friend or relative. We would also like to know who is caring for the patient so that we can also support them as well. Sometimes when people are looking after someone they can get tired or frustrated and could be comforted by the knowledge that there is someone outside the family who might understand how they are feeling and be able to offer help. It is therefore important that our doctors and nurses know which patients can be classed main Carer and who they care for. We can then ensure that support from the practice is made available when necessary. So if you are cared for, or are yourself a carer, please ask at reception for a carers leaflet.

VERBAL AND PHYSICAL ABUSE

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service. 

The staff in this practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right. 
At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

 

FREEDOM OF INFORMATION – PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

COLLECTING INFORMATION ABOUT YOUR ETHNIC GROUP

Everyone belongs to an ethnic group so all our patients and service users are being asked to describe their ethnic group.  We are collecting this information to help the Practice and NHS Community Services to:

·        Understand the needs of patient and service users from different groups and so provide better and more appropriate services for you.

·        Identify Risk Factors - some groups are more at risk of specific diseases and care needs so ethnic data can help treat patients and support service users by alerting staff to high-risk groups

·        Improve public health by making sure that our services are reaching all of our local communities and that we are delivering our services fairly to everyone who needs them.

·        Comply the law as the Race Relations (Amendment) Act 2000 gives public authorities a duty to promote race equality and good race relations and ethnic monitoring is important in making sure that race discrimination is not taking place.

You do not have to disclose your ethnicity but providing the information is very important.  It will help us with diagnosis and assessment of your needs, and it will also help us plan and improve our service.  Experience shows that when people are asked their ethnic group, the proportion of people who choose not to answer is small.

The information you provide will be treated as part of our confidential NHS or care notes and will not be shared with any other organisation.  The NHS has strict standards regarding data protection and your information will be carefully safeguarded.

GENERAL PRACTICE INFORMATION

As a patient you have the right to: a) be registered with a doctor b) See a doctor in an emergency c) receive emergency care d) receive appropriate drugs and medicines e) be referred for specialist or second opinion if your doctor agrees f) see your medical records or a copy, subject to certain laws g) know that by law, everyone working for the NHS must keep the contents of your medical records private. With this right come responsibilities for the public. That means being: a) courteous to staff at all times b) as prompt as possible for all appointments (Please note that if you arrive late for an appointment it is at the doctors discretion whether you will be seen or whether you are required to make another appointment) c) responsible for cancelling appointments in adequate time.

Only surgery staff have access to your medical records. All staff are trained regarding patient confidentiality. Other outside agencies may request access to your medical records but firstly we MUST receive your written permission.
We ask for personal information so that you can receive appropriate care and treatment. This information is recorded on computer. We are registered under the Data Protection Act, under which you have statutory rights. The practice will ensure patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary for medical information about a patient to be shared between members of a team. details of how the practice shares information is included in the practice Freedom of Information Publication Scheme available from the Practice Manager

A Zero Tolerance Policy towards violent, threatening or abusive behaviour is now in place throughout the National Health Service.

The staff in this practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our practice list.

Please notify the practice immediately if you change your address, name or telephone number, this will ensure that your records with us are always up to date.

Nurses based at our practice treat patients for a wide range of common conditions (e.g. minor injuries/illnesses, removing stitches, travel vaccinations, immunisations and so on). You can expect to see a nurse within one working day. Our practice nurses are also specially trained to run routine clinics for certain conditions, such as diabetes and heart disease. (Each of our nurses specialises in a different area, so you need to book ahead with the most appropriate person). Our reception staff will be able to advise whether a nurse appointment is appropriate.

Our nurses have been specially trained to undertake healthcare monitoring for patients with long-term conditions. If patients see our nurses for routine healthcare needs or for straightforward medical help it means that our doctors have more time to see patients with more complex healthcare needs. It also means that our GPs have more time to undertake procedures, such as minor surgery, that used to be done only in hospital. The reception staff can generally advise whether an early appointment with the nurse will be satisfactory for your particular health problem. However, you do not have to inform the reception staff if you prefer to wait for an appointment with a GP.

We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors. These services are provided by the Solihull Primary Care Trust (PCT) and are based (at the surgery/other location). By contacting the surgery with your requirements we are then able to relay messages back to these Health Care Professionals. If you have an illness or incapacity that means that you need nursing care in your own home, the district nursing team, will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care. Your GP may also be willing to continue to care for you, or a number of GPs may provide services for the residents of local care homes.

We always welcome comments and suggestions from our patients. If you wish to share your views with the practice, please write to Mrs Joanne Hope, Practice Manager, Balsall Common Health Centre, 1 Ashley Drive, Balsall Common, Coventry, CV7 7RW

TRAINING AT THE PRACTICE

As we are a training practice we occasionally have medical students sitting in on GP consultations. You will be notified by the Receptionist if a medical student is present and you have the right to refuse this.

We also have GP registrars holding clinics at the surgery. GP Registrars are usually with us for 6 or 12 months.  They hold appointments and are overseen by GP Trainers at the Practice (Dr M S Bhandal and Dr T Nadeem)

Balsall Common Surgery - Balsall Common Health Centre, 1 Ashley Drive, Balsall Common, Coventry, West Midlands, CV7 7RW
Meriden Surgery - Old School House, 200 Main Road, Meriden, CV7 7NG
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