The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.
The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff 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.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Abuse towards the staff in any form (written or verbal)
- Racial abuse and sexual harassment will not be tolerated within this practice
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
- Causing damage/stealing from the Practice's premises, staff or patients
- Obtaining drugs and/or medical services fraudulently
We ask you to treat your GPs and their staff courteously at all times.
Attending for appointments
If for any reason you are unable to keep your appointment or no longer need it, please let us know as soon as possible so that it can be reallocated. Please remember that there is always a shortage of appointments and when you fail to attend (DNA) you have prevented someone else from being seen in your place. Patients who repeatedly fail to attend appointments may be asked to find an alternative GP. For more information about our Did not Attend (DNA) policy please click here.
The Accessible Information Standard
In England, people with a sensory impairment and/or learning disability, as well as parents and carers, have the right to accessible information and/or communication support when using health and social care services.
Please tell us if your speech, language or communication needs (SLCN) require us to provide information in a in a different format or offer communication support.
SLCN needs can include the following:
The scope of the Standard extends to individuals (patients and service users, and where appropriate the parents and carers of patients and service users) who have information and / or communication support needs which are related to or caused by a disability, impairment or sensory loss.
This means that if a person is deafblind or has a dual sensory loss and needs information such as appointment letters in a format other than standard print, or an interpreter for a health or social care appointment, this must be provided for them.
Whilst the Accessible Information Standard does not cover those who need information translated because English isn't their first language, or other aspects of accessibility in care such as signage or hospital transport, language interpretation services can be arranged by prior appointment.
Confidentiality and Access to Records
We make every effort to ensure that information about you is not given to other people without your permission.
If you wish members of your family or other named individual(s) to ask for test results on your behalf, collect your repeat prescriptions or cancel appointments, etc., please let us know as we will require your consent.
We consider the NHS England Confidentiality Policy for primary care confidentiality to be best practice and we endeavour, as far as is reasonably practical, to act in accordance with the NHS model.
Freedom of Information
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.
For further information about the scheme click here.
Your medical record card is a life long history of any consultations, treatment, investigations, etc that you have had with your doctor since birth. It follows you around wherever you live in the UK and for that reason you should always let us know of any change of circumstances so that we can ensure that the information we hold about you is accurate.
Even though these days most surgeries use computers, the information held on computer is printed out and a copy placed into your medical record card should you move to another doctor.
Your Right to Privacy
You have a right to keep personal information confidential between you and your doctor. This applies to everyone over the age of 16 and in certain cases those under 16, however, in order look after you properly we normally share some information about you with others involved in your care, unless you ask us not to. This could include doctors, nurses or others involved in the treatment or investigation of your medical problems.
Because we are a teaching practice, involved in the training of medical students and GP registrars, if you see a registrar or medical student during a consultation, they would be allowed access to your medical record.
The practice staff also have access to medical records. They need to perform tasks such as filing of letters, processing repeat prescriptions and provide information about blood tests, etc.
Everyone working for the NHS has a legal duty to keep information about you confidential.
Where Else Do We Send Patient Records?
We are required by law to notify the Government of certain infectious diseases for public health reasons, eg meningitis, mumps, salmonella and other similar infections (but not AIDS).
Doctors cannot refuse to co-operate with a Court of Law without risk of serious punishment.
Solicitors ask for sight of medical records, however, in every such instance, the request will be accompanied by your signed consent. A Solicitor would usually need sight of your entire medical record since limiting access usually means he is unable to fully represent your case. If you do not want to grant full access, you can ask that the records be supplied between two relevant dates rather than allowing a solicitor unrestricted access.
Insurance Companies ask for medical reports on prospective or current clients. Similarly, prospective employers may also wish to investigate your medical history before confirming your appointment to a job. Your signed consent will always accompany such requests. GPs must disclose all relevant medical conditions unless you ask us not to, however, we would then have to inform the requestor that you have instructed us not to make a full disclosure to them, You have the right to see such reports before they are sent, however, if you elect to exercise that right but then do not attend to see the report it will be dispatched to the requestor after 21 days.
Anyone who receives information from us is under a legal duty to keep it confidential.
Can I Find Out What is in My Medical Record?
We are happy for you to see what is in your medical records. If you wish to see your record please put your request in writing to the Practice Manager. We are allowed by law to charge a fee to cover administration and costs for providing you with access to your record.
We have a duty to keep your medical record accurate and up-to-date. Please inform us if you believe there is an inaccuracy in your record.
Please note: Medical records in this practice contain statements of opinion about the likely diagnosis accounting for your problem at a particular time. This diagnosis is entered in order that we can monitor the basis of our actions such as prescribing interventions, etc. Since it is an opinion expressed at the time, it is not unusual for the diagnosis in any episode to differ from it. Often when illnesses are first presented to a doctor, the range in severity of symptoms does not allow more than a tentative diagnosis.
NHS Information Security Management
Read the NHS official documentation here.
'Continuity of Care' Philosophy at Garswood Surgery
We have now been in practice here in Garswood since May 2004 and know most of our patients as individuals, ie care should be ‘personal’ to a large degree. We know this is what people want; this is what we want to deliver; and this is usually linked to important benefits in health and in other ways.
In order to make our system clearer for everyone to understand we have consulted patients and their representatives on the ‘Garswood Steering Group’. Following their suggestions we would like to explain how our appointment and other systems are designed to enhance personal, continued care.
When you contact the practice about your health, if you require an appointment with a doctor the staff will ask you to give some indication of the problem. This is to help us to direct you to the most appropriate person or service to deal with your needs. However, you do not need to tell the staff the reason and we shall always respect your wishes. The staff will also ask you which doctor you normally see and they will try to give you a timely appointment with them, although this may not always be possible owing to annual leave etc.
If the doctor asks you to make a further appointment, at the end of the consultation, this will normally be for you to see that doctor again.
Our records are available at all times for all the practice team so that we can know what has happened already [eg. any recoded drug allergies] and can continue your care in the event that you do now see the same person on a subsequent occasion.
For terminally ill patients we make particular efforts to give continued care, especially when home visits are required. We also inform ‘St.Helens Rota’ out-of-hours GP service so that they can be aware of any particular needs in case they are contacted.
Patients' Access to Medical Reports
If a patient wishes to see a medical report, this must be marked clearly by attaching a piece of paper to the report so that it is not sent off inadvertently.
When the report is ready we will contact the patient and asked to come and view the report.
When they have had the chance to read the report, they must sign a declaration on both copies of the report as follows:
'I have read the attached report of …' (enter number of pages) pages.
The report will then be sent and the copy will be retained at the surgery.
If there is something that a patient objects to, they should make a routine appointment to discuss the report with the doctor who has written it. They cannot take a copy of the report away in the meantime – ‘because the doctor wants to discuss the medical content of the report’.
Emailing Reports on Patients
We cannot offer this service since we do not know who the recipient is.
We need written consent to provide any report that the patient will not be collecting in person themselves.