Registering as a Patient
Craghead, Grange Villa, Edmondsley, Stanley, Beamish, No Place, South Stanley, New Kyo &Tanfield.
All patients requesting to register with the practice will be asked to complete a new patient registration form or provide their medical card from their previous practice and produce one form of personal identification i.e. passport, driving licence etc. New patients will also be asked to fill in a medical questionnaire and all relevant past and present medical history/treatment and invited to attend to see a Health Professional for a new patient health check.
Choice of Practitioner
Patients will have a right to express a preference for a particular practitioner either for a single episode of care or generally.
- Patients may have to wait longer to see their chosen practitioner or may be asked to accept an alternative clinician if the service is provided by someone else.
Other Health Clinics
A patient between 16 & 74 who has not attended a consultation or a clinic at the practice in the last 3 years may request a consultation during which the practice will make “such inquiries and undertake such examination as appear to it to be appropriate in all the circumstances”.
If the patient is over 75 years this may take place in the patient’s home if their medical condition makes it inappropriate for them to attend the surgery.
Out of Hours Arrangements
Out of Hours arrangements are provided by a co-operative group of doctors.
Patients can ring directly to this service between 8:00-8:30am and 5:30-6:00pm on 0845 60 80 320. All other times ring 111. A recorded message with the out of hour’s telephone number is also available from the surgery.
NHS Direct Service is available by telephoning 0845 46 47 or via the internet www.nhsdirect.uk
Copies of Clinical Letters for Patients
The NHS plan has set out a clear commitment that patients should be able to receive copies of clinician’s letters about them as of right.
What constitutes a ‘Letter’?
A ‘letter’ includes communication between different health professionals. For instance those from and to GP’s, hospital doctors, nurses, therapists and other health care professionals.
A copy of the Department of Health’s ‘Copying letters to patients’ good practice guidelines is available from the Department of Health Website (www.doh.gov.uk) or master copy is available in practice for patients to view.
Violent / Abusive patients
This surgery operates zero tolerance. Any patient being violent or abusive to any of the staff or premises will be asked to leave by staff or escorted from the premises by the Police. Persistent attendance of violent or abusive patients will be removed from the list.
Craghead Medical Centre is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
This chaperone policy adheres to local and national guidance and policy – e.g. “NCGST Guidance on the Role and Effective Use of Chaperones in Primary and Community Care Settings”.
The chaperone policy is clearly advertised through patient information leaflets, websites (where available) and on notice boards,
Patients are encouraged to ask for a chaperone if required at the time of booking appointment wherever possible.
All Staff are aware of, and have received appropriate information in relation to this chaperoning policy. All formal chaperones understand their role and responsibilities and are competent to perform that role.
Checklist for consultations involving intimate examinations
- Establish there is a genuine need for an intimate examination and discuss this with the patient.
- Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions.
- Offer a chaperone or invite the patient to have a family member/friend present. If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.
- Obtain the patients consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.
- Record that permission has been obtained in the patients notes.
- Once chaperone has entered the room give the patient privacy to undress and dress. Use drapes where possible to maintain dignity.
- Explain what you are doing at each stage of the examination, the outcome when it is complete and what you propose to do next. Keep discussion relevant and avoid personal comments.
- If a chaperone has been present record that fact and the identity of the chaperone in the patients notes.
- Record any other relevant issues or concerns immediately following the consultation.
This policy is agreed on behalf of the above organisation.
We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care because it may be needed if we see you again.
We may use some of this information for other reasons : for example, to help us protect the health of the public generally and to see the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.
Sometimes the law requires us to pass on information: for example to notify a birth.
The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner. The register does not contain clinical information.
You have the right of access to your health records.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.
We only ever pass on information about you if people have a genuine need for it in your and everyone’s interest’s. Whenever we can we shall remove details which identify you. The sharing of some types of information is strictly controlled by law.
Anyone who received information from us is also under legal duty to keep it confidential.
Reasons for which your information may be needed:
- Giving you health care and treatment
- Looking after the health of the general public
- Managing and planning the NHS, for example:
- Making sure that our services can meet patient needs in the future
- Paying your doctor, nurse, dentist, or other staff and the hospital which treats you for the care they provide
- Auditing accounts
- Preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified)
- Investigating complaints or legal claims.
- Helping staff to review that care they provide to make sure it is of the highest standard
- Training and educating staff (but you can choose whether or not to be involved personally)
- Research approved by the Local Research Ethics Committee (If anything to do with research would involve you personally, you will be contacted to see if you are willing)
If you agree, your relatives, friends and carers will be kept up to date with progress of your treatment.
(You can speak to the person in charge of care)
We endeavour to give you the best possible service, although there may be times when you feel that you have received less than this.
This enclosure explains the procedure to follow if you have a complaint or concern about the services you have received from Doctors or staff working for this practice. Te practice hopes that you will be able to use our In House complaints procedure to give us the opportunity to investigate and if necessary put right any problem or mistake that you have identified.
Please note that our practice procedure does not deal with matters of legal liability or compensation. This does not affect your right to make a formal complaint to County Durham Health Authority if you so wish, nor does it affect your right to seek compensation in law.
We would ask you to note that we do have to respect our duty of confidentiality to our patient: therefore the patient’s consent must be obtained if a complaint is made by another person.
Your complaint should be addressed to our Practice Manager Mrs Angela Cain who will ensure it is acknowledged and is investigated by the appropriate person as speedily as possible. You will be offered an appointment for a meeting if you wish to discuss the matter with the person concerned, and if you so wish you may bring someone with you to discuss the complaint.
We hope that at the end of the meeting of the investigation you will feel satisfied that we have dealt with the complaint thoroughly. However, if it is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities, who will be able to help you.
What to do if you feel dissatisfied with the service you have received?
- Your first point of contact may be one of our receptionists who are here to help you.
- Should the matter not be resolved at reception, your complaint should be addressed to the practice manager.
- You will be offered an appointment with the person to whom your complaint relates in the hope that the matter can be discussed and amicably resolved.
- If you are experiencing difficulty in expressing your complaint in writing, a standard form is available for completion. This will help us to investigate the situation.
- We aim to acknowledge complaints within two working days. Apart from exceptional circumstances the investigation should take no more than ten working days to complete. We will advise you if there will be a delay.
Health & Safety Policy Statement
Under the terms of Health & Safety at Work Act 1974, Dr Dhuny recognises his duty to provide and maintain the health, safety and welfare conditions of all staff, patients, contractors and visitors to the practice
In pursuance of the objective Dr Dhuny has devolved the task for daily management of the policy to the Practice Manager. They also seek to continuously re-assess any policies implemented under the Act and associated Acts, in order to maintain the quality of Health & Safety provision.
In order to achieve their objectives, Dr Dhuny will:
a. Identify the risks to Health & Safety by carrying our risk assessment.
b. Attempt, where applicable, to reduce risks identified and then take appropriate measures to deal with all risks.
c. Maintain safe premises and equipment and systems of work.
d. Ensure all equipment is used correctly and safely.
e. Provide information and training in Health & Safety matters as necessary.
f. Ensure that all measures to prevent fires are taken and that fire protection equipment is regularly maintained.
g. Ensure adequate provision of First Aid arrangements.
It is the duty of all employees to act responsibly with regard to all Health& Safety issues to ensure their well being, the safety of their colleagues, the patients and all other visitors to the practice.
Your are to:
a. Strictly adhere to any Practice Health & Safety guidelines and procedures.
b. Report any defect in equipment or breakdown in systems, which will compromise health & safety of all individuals within the practice.
a. If, during a visit to the practice, you observe, create or take part in any activity, which will cause a danger to you or anyone with you, you are to report it to any member of staff or the Doctor.
b. If working within the practice area, you are required to ensure that any equipment that is used regularly maintained and operated correctly. Any substances used are in accordance with Control of Substances Hazardous to Health Act (1994) (COSHH).
c. Parents, when accompanied by children must maintain control over them in order that nothing untoward happens to them, or that they do not cause an accident involving others.