CHAPERONE POLICY

This practice is committed to providing a safe, comfortable environment where patients and staff can be confident the best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure, where they feel one is required.  This chaperone may be a family member or friend.  On occasions you may prefer a formal chaperone to be present, i.e. a suitably trained member of our practice staff.

Wherever possible, we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way.  Where this is not possible, we will endeavour to provide a formal chaperone at the time of request.  However, occasionally it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy, or have any questions or comments regarding this, please contact Sarah Powell, Head of Operations

Chaperone Notice

THE DATA PROTECTION ACT 1998 – INFORMATION FOR PATIENTS

Doctors, Nurses and Health Care Assistants use the Practice computer system to record clinical data on patients.

Practice staff use the computer system to:- Prepare prescriptions, arrange appointments, recall patients’ personal data, e.g. cervical smears, immunisations, etc, transfer paper documentation onto computer, e.g. Consultants’ letters

As part of your care, when you come to the surgery, information about you is shared between members of a Health Care Team, some of whom you may not meet. It may be used to help train any staff involved in your care. Information we collect may also be used after you have been treated to help us maintain and improve the quality of our care, to plan services, or to research into new developments.

All information is treated as strictly confidential, and is not given to anyone who does not need it. If you have any concerns, please ask your Doctor, or the person caring for you. Under the Data Protection Act (1998).

The Hedon Group Practice is responsible for maintaining the confidentiality of any information we hold about you.

Comments & Complaints

We operate a formal, in-house complaints procedure to deal with any complaints patients may have regarding the service provided by either the Doctors or staff of the Practice.

The procedure does not deal with legal liability or compensation matters and, if the in-house procedure is not an appropriate form of investigation, you will be referred to the appropriate authority.

The complaints information leaflet is available here:

Practice Complaints Procedure

A complaints form is available below but of course you can detail in a letter if you so wish:

Complaints Form

Any comments or complaints should be directed to Joanne Middleton, Patient Services Manager

Comments & Suggestions

We are please to receive any constructive comments or suggestions about ways to improve services for patients.

The Hedon Group Practice – A G.P. Training Practice 

The Practice became a G.P. Training Practice in 2001 and has since been involved in the training of G.P. Registrars. In 2006 we also began training Foundation Year 2 Medical Students (F2). 

A G.P. Registrar is a fully qualified Doctor undergoing a period of higher professional training to become a G.P., in a specially selected and qualified Practice. These Doctors have usually been qualified for three years before they join us to complete their training for General Practice, having worked in a range of hospital departments to give them a broad experience of medicine. 

An F2 trainee often has the same level of expertise as a GP Registrar.  They work within the Practice to gain experience about the problems dealt with by GPs. 

Although the Registrar and F2 receive expert guidance and advice from all of the Partners, Drs  Mason, Ikpoh and Menon are the Practice Trainers and they plan the period of training for the Registrars and F2. 

Training Practices are visited from time to time by a panel of other Doctors to check that the Practice is of a high standard.  Patients should be aware that for training purposes, their records might be inspected and we occasionally videotape consultations. 

Patients should be assured that medical records and videotape recordings will only be viewed by other Doctors and you will always be asked for your consent before the consultation is videotaped, and you will always have the right to refuse.

QUALITY SERVICE FOR PATIENTS 

The Practice is dedicated to a quality policy to achieve the health services which meet the requirements of our patients, in particular:-

• Patients have a right to be greeted in a welcoming, friendly manner in all circumstances.
• Patients have a right to confidentiality.
• Patients should be seen usually within 20 minutes of their appointment time.  If there is likely to be a longer delay, patients have a right to be informed.
• Patients have a right to be treated with courtesy by G.P.s, employees and other providers of health services, both inside and outside the Practice.
• Patients have a right to ask a question and be answered about their own health, particularly any illness and its treatment, possible side-effects of treatment, duration and development of an illness, likelihood of recovery, prevention or avoidance of the illness recurring .
• The Practice will offer advice and seek to inform patients of ways to promote good health and avoid illness.
• Patients will be informed of developments in the Practice by means of posters/leaflets, made available in the Practice. 

Patients rights are accompanied by responsibilities, which mean:-

• Where an appointment has been made, patients are responsible for keeping it, of informing the Practice, giving adequate notice to the Practice that they wish to cancel, in order that it may be offered to someone else.
• Patients should remember that an appointment is for one person only.  If another member of the family needs to be seen, be it a childhood ailment or even if they have the same symptoms as the patient with the appointment, a separate appointment needs to be made.
• Wherever possible patients should attend the surgery if they do not have a serious illness or infirmity.  A Doctor can see many more patients within the surgery than when out visiting.
• Patients should advise Reception at the time of arranging their appointment if they are aware that the consultation may take a long time.
• Patients should treat the Reception and Dispensing staff with the same courtesy and friendliness they receive.  If a Doctor is delayed, it is not the Receptionist’s fault.
• All patients are responsible for their own health and should take appropriate action with, where necessary, advice from the Practice, to prevent ill-health, e.g. by not smoking. 

Patients’ comments and suggestions on the quality and type of service available are always welcome.  Should you feel the quality commitments stated above are not being met, please put your views in writing, addressed to:- 

Sarah Powell, Head of Operations, The Hedon Group Practice, Market Hill House, Hedon

Abusive Patients

The Practice will not tolerate violent or abusive behaviour by any any patients, towards any member of staff or other patients.

Threats of this nature will be dealt with robustly and may result in immediate removal of the individual from the practice list.

               Hedon Group Practice Consent Policy
 

When being examined or undergoing any procedure at the practice the doctor or nurse treating you will ensure that you fully understand and consent to any procedure, immunisation or investigation. They will ensure that you understand the reasons for the procedure and any significant risks involved and ensure that you have enough information to give ‘informed’ consent.

Consent can be implied (eg you offer your arm for a blood test) or expressed (written or verbal).We will endeavour to answer any questions you may have about the procedure honestly and fully.

In the case of children consent for a procedure , investigation or immunisation will be sought from the adult with parental responsibility. If a child is under 16 but has ‘sufficient understanding and intelligence to enable him/her to understand fully what is proposed (known as Gillick competence), then he/she will be legally competent to consent for him/herself. Young people aged 16 and 17 and legally ‘competent’ younger children may therefore sign a consent form for themselves but may like a parent to countersign as well.

Further information about consent is available in the practice leaflet 'Consenting to Investigations and Treatment'

Hull and East Riding Formulary:-

Hull & East Riding Drug Formulary

Wound Care Formulary:-

Wound Care Formulary