Moatfield SurgerySt Michael's RoadEast GrinsteadWest Sussex, RH19 3GWTel: 01342 327 555
At times you may be asked to complete a patient questionnaire in order to maintain our record of all patients. The computer requires good discipline in maintaining accurate records which is to everyone's advantage and holds the key to many benefits, particularly in preventative medicine.
The practice is registered under the Data Protection Act and confidentiality will remain our prime concern. For routine audit purposes, representatives from the Clinical Commissioning Group or NHS England will be required to look at patients' medical records. The auditors may not be medically qualified but are all bound by their contract of employment to respect confidentiality. However, if you do not wish your notes to be used in this way, please inform us at the front desk and your notes will be annotated accordingly.
Insurance companies and solicitors will ask for access to your medical records in certain circumstances, eg mortgage applications and accidents. We will only release this information if we have your signed authority to do so. Equally, we will only release prescriptions, letters or any other information to relatives, neighbours or friends provided you have given your consent in writing to the practice first.
Under the Data Protection Act you have the right to get a copy or have sight of the information that is held about you. This is known as a subject access request. Please check the charge for this with the receptionist.
Data - how we use yours
Freedom of Information (FOI)
The practice complies with Information Commissioner's Office stipulations. Before requesting information, patients are asked to consult the ICO's website and consider whether this information is already or more easily available elsewhere.
ICO home page
We constantly strive to give you the highest possible standard of service and we try to give you the best possible care and attention. If you have any suggestions or feel you have reason to complain about the service you received, please contact the Practice Manager. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
Our practice complaints leaflet gives details of the procedure and is available in our patient waiting area. You are also welcome to print a leaflet from the link below.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: email@example.comWrite: Millbank Tower, Millbank, London SW1P 4QP.
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
If you would like more information about PALS, please contact individual hospitals. PALS for primary care no longer exists. They have posted the following message:
follow this link.
We all have bad days, and when we feel ill we may feel 'down' and a little more irritable than normal. All our staff are here to help you. Reception staff are following procedures that help the practice to function efficiently. Staff have the right to work in a safe and secure environment and we, as employers, have the legal responsibility to provide that safe and secure environment.
The practice will not tolerate:
The GPs have the right to remove from their list with immediate effect any patient who behaves in the above manner.
Moatfield Code of Conduct
PATIENT PARTNERSHIP & CONSENT MISSION STATEMENT
Whatever the context in which medical decisions are made, clinicians and their staff must work in partnership with patients to ensure good care. In so doing, clinicians and their staff must:
Moatfield Surgery works under the guidance of the GMC guidelines of consent. Each member of staff is encouraged to use these guidelines in their personal practice.
If patients wish for a friend or family member to be involved in any part of their care e.g. collect prescriptions or make appointments, these patients must ensure that consent has been granted in writing to the surgery first for this to be actioned.
A significant amount of time is invested at this surgery to create an appointment system that will adequately manage supply and demand. All factors including doctors training, annual leave and known “higher demand times” eg winter and after bank holidays are taken into account.
Failure to attend NHS doctor and nurse appointments is serious time-wasting of expensive resources.
This practice actively manages patients who persistently fail to attend an appointment and in some cases will take steps to de-register a patient.
It is a myth that doctor and nurse time is not affected.
It is common for patients who fail to attend, to then request a further appointment within 48 hours – busying appointment system and reception further, directly affecting the care of fellow patients.
Staff are instructed to take the following steps:
First missed appointment – recorded on computer system as Did Not Attend.
If a patient rings to cancel an appointment within 15 minutes of appointment time, this will still be recorded as Did Not Attend. A letter will be sent advising of our policy.
Second Missed Appointment - recorded on computer as Did Not Attend.
Letter sent to patients registered address advising details of two missed appointments and advising a 3rd missed appointment may result in de-registration.
Third missed appointment (within 12 month period) - recorded on computer as Did Not Attend.
Final letter sent advising of de-registration or requesting a meeting with the registered GP and/or Practice Manager to discuss consequences.
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