We welcome constructive comments and suggestions.
If you have a complaint we will deal with it in a constructive way. This will not impact your care.
Please write or speak to the Practice Manager
If you are dissatisfied with our response, you can contact NHS England:
Everyone working for the NHS has a legal duty to keep all information about you confidential.
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.
Clinicians (male and female) should consider whether an intimate or personal examination of the patient (either male or female) is justified, or whether the nature of the consultation poses a risk of misunderstanding.
The clinician should give the patient a clear explanation of what the examination will involve.
Always adopt a professional and considerate manner - be careful with humour as a way of relaxing a nervous situation as it can easily be misinterpreted.
Always ensure that the patient is provided with adequate privacy to undress and dress.
Ensure that a suitable sign is clearly on display in each consulting or treatment room offering the chaperone service if required.
This should remove the potential for misunderstanding. However, there will still be times when either the clinician, or the patient, feels uncomfortable, and it would be appropriate to consider using a chaperone. Patients who request a chaperone should never be examined without a chaperone being present. If necessary, where a chaperone is not available, the consultation / examination should be rearranged for a mutually convenient time when a chaperone can be present.
Complaints and claims have not been limited to male doctors with female patients - there are many examples of alleged homosexual assault by female and male doctors. Consideration should also be given to the possibility of a malicious accusation by a patient
There may be rare occasions when a chaperone is needed for a home visit. The following procedure should still be followed.
A variety of people can act as a chaperone in the practice. Where possible, it is strongly recommended that chaperones should be clinical staff familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available the examination should be deferred.
Where the practice determine that non-clinical staff will act in this capacity the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions to that effect will be laid down in writing by the practice.
The chaperone should only be present for the examination itself, and most discussion with the patient should take place while the chaperone is not present.
Patients should be reassured that all practice staff understand their responsibility not to divulge confidential information.
There are GMC guidelines for intimate examinations.
The clinician will contact Reception to request a chaperone.
The clinician will record in the notes that the chaperone is present, and identify the chaperone.
Where no chaperone is available the examination will not take place – the patient should not normally be permitted to dispense with the chaperone once a desire to have one present has been expressed.
The chaperone will enter the room discreetly and remain in room until the clinician has finished the examination.
The chaperone will normally stand where indicated by the Doctor.
To prevent embarrassment, the chaperone should not enter into conversation with the patient or GP unless requested to do so, or make any mention of the consultation afterwards.
The patient can refuse a chaperone, and if so this must be recorded in the patient’s medical record.
Wheelchair access to the surgery is made via the main entrance. There is a lift to gain access to the upper level and a hearing loop is installed.
The practice is required by the Government under the terms of the latest GP contract to allocate all patients a named accountable GP.
Individual patients will be informed of their named accountable GP at the first appropriate interaction with the practice.
For convenience if you have a medical card your Accountable GP will be the named doctor you are registered with. Patients registering over the last 2-3 years will not have received a medical card as these are no longer routinely sent when registering with a new GP.
However, the practice does keep a record of your registered (accountable) GP. If you wish to be told the name of your Accountable GP, please ask the receptionists when you are next in the surgery.
Please note: there is no need to telephone the practice for this information.
Where a patient expresses a preference as to which GP they have been assigned, the practice will make reasonable efforts to accommodate this request.
Having a named GP does not prevent you seeing any other doctor in the practice. Your named GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative doctor.
Aggressive or abusive patients will be removed from the practice list.
Please complete a request form and email it to us. It can also be posted or handed in to reception. Please mark these for the Practice Manager
If the request is made by a third party, e.g solicitor you will be sent a SAR form to completed and the notes supplied to yourself to deliver to the third party.
Once you have your medical notes it is your responsibility to keep them safe
Please read the following:
As the guardian of your medical record we are responsible for ensuring only necessary and relevant information held on your record is shared with third parties, however we also have a duty to comply with a Subject Access Request made by you as a patient.
We will provide you, the patient, with your records. You can then pass these onto the third party once you have checked the information in them.
Please bring ID with you when you collect your records. If you provide an email address it will be possible to email your records to you.
Due to the changes in the General Data Protection Regulations, we need to make you aware that the records you request remain your property even if sent to a solicitor.
You may wish to ask for them to be returned to you once they have dealt with your legal issue. Our reason for highlighting this is that if another request for your medical records were to be received by the practice, a reasonable fee based on administrative costs would be chargeable.
Once the SAR is received at the surgery we will deal with your request as quick as possible. We will contact you to let you know when your notes are ready to be collected.
If you provide an email address it will be possible to email your records to you.
Please bring ID with you when you collect your records.
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used. You can choose whether your confidential patient information is used for research and planning. Find out more
To ensure the practice holds the correct information about you, it is very important that you inform us of any changes e.g. name, marital status, address or telephone number.