Miscellaneous Policies

Accessible Information

Accessible information is understood as information provided in formats that allow every user to access content “on an equal basis with others”. If you would like information in a format that is easier for you please ask a member of the Practice team. We are required to make this available as part of The Accessible Information Standard (“the Standard”) which states that health and care professionals have to identify, record, flag, share and meet the information and communication needs of patients with a disability or sensory loss.

“The Standard” also requires GPs and some other GP practice staff to record details of patients’ information and / or communication needs in their patient record using specific terms or “codes” which are listed in GP Practices’ clinical record systems.

Recording information in a patient’s GP record is especially important, as it enables the information to be shared with other health and care professionals, including through the Summary Care Record (SCR) – see On Line Services for more information.

If you have information and / or communication needs because of a disability or sensory loss, your GP should record your needs in your GP patient record. Please inform your GP to help us to comply with the requirements of “the Standard”.

Chaperones

Prescott Surgery 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.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions, a formal chaperone may be preferred for example a Practice Nurse or other member of the Practice Team.

The Healthcare Professional may also require a chaperone to be present for certain consultations.

Comments & Complaints

Our aim is to provide you with a high quality of general practice. If you have any comments about the practice please speak to our Senior Administrator in the first instance, or write to the Practice Manager.

If something has gone wrong and you wish to make a complaint, please follow our Complaints procedure as detailed below.

All information given to the Practice by its patients is protected by the Data Protection Act.

Prescott Surgery Complaints Procedure

At Prescott Surgery we offer a complaints procedure to deal with any problems or complaints you may have. Our aim is to resolve within the Practice any problems that may have arisen, to deal with them as quickly as possible, and to ensure that our service to you is of the highest standard. There are 2 complaint processes. The NHS Primary Care Complaints process dictates that you have to choose one process to follow.

EITHER

If you have a problem or a complaint, please speak to our Senior Administrator in the first instance, or write to our Practice Manager. Complaints must be made within 12 months of the event giving rise to the complaint, or within 12 months of becoming aware that there is a cause for complaint. We must respect patient confidentiality so if the complaint involves someone other than yourself; you must have the person’s permission. We have a consent form for this purpose.

We will acknowledge your complaint in writing or by telephone within 3 working days.
Your complaint will be thoroughly investigated by a senior member of staff who is not the subject of the complaint.
We will tell you who is dealing with the complaint when we acknowledge your complaint.
When he/she has gathered as much background information as possible, we shall let you know what we have found out.
If you are happy with our explanation we will not take it any further.
If you are not happy, however, or if there are more issues to be looked at, we may invite you to a meeting at which we can discuss your complaint. You are welcome to bring a friend or relative with you if you find it helpful. This will be an informal meeting which aims to explore the issues relevant to your complaint.
We aim to come to a mutual understanding of what has gone wrong and agree on any action needed to put things right.

We hope that any problems may be sorted out in an amicable way. If you would like independent advice or help on making a complaint, you can contact Healthwatch Shropshire on 01743 237884 or by sending an email to enquiries@healthwatchshropshire.co.uk.

You can write to NHS England at the following address, outlining your reason for the complaint.

NHS England
PO Box 16738
Redditch
B97 9PT

You can email NHS England at england.contactus@nhs.net.

If you are not satisfied with the way that the complaint has been dealt with either by us or by NHS England you can contact the Parliamentary & Health Service Ombudsman to request that your complaint is reviewed:

The Parliamentary & Health Services Ombudsman
Milbank Tower
Millbank, London
SW1P 4QP
T: 0345 015 4033
F: 0300 0641000

Email: phso.enquiries@ombudsman.org.uk

We cannot deal with legal matters or with compensation claims.

We value your comments and we need to know when things are not running as smoothly as they should. By dealing with these problems we shall be able to offer you the best possible service, which is our aim.

Confidentiality

The Practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at a local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt. Download the PDF here: Model Publication Scheme.

Infection Control Statement

We aim to keep our Practice clean and tidy and offer a safe environment to our patients and staff. We are proud of our Surgery and endeavour to ensure it is kept clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to Reception.

Our GPs and Nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
Carry out an annual infection control audit to make sure our infection control procedures are working.
Provide annual staff updates and training on cleanliness and infection control
Review our policies and procedures to make sure they are adequate and meet national guidance.
Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc, and ensure that these are laundered, cleaned or changed frequently to minimise the risk of infection.
Make Alcohol Hand Rub Gel available throughout the building

Cleaning Specifications

The cleaning contract is held with Vanguard cleaning.

Safeguarding – raising concerns about children or vulnerable adults

If you have concerns about a child or vulnerable adult please speak to one of the doctors.

If you think a child or young person is being harmed or at risk of being harmed you must contact the First Point of Contact (FPOC), Children’s Services and tell them your concerns. It might be you that’s being harmed. Don’t delay, please contact us or them straight away – we’re here to help you.

Please report your concerns to FPOC on 0345 678 9021. If you need to report concerns out of office hours then please contact the Emergency Duty Team on 0345 678 9040.

If you are a professional reporting concerns then you will need to follow this up in writing using the Multi-agency Referral Form (MARF).

Alternatively, you can report your concerns online to the NSPCC via the Report child abuse online – NSPCC website.

You can also speak to:

Protecting Vulnerable People (West Mercia Police): 0300 333 3000
NSPCC: 0800 800 5000
Childline: 0800 1111

If you think a child is in immediate danger, call the emergency services on 999.

Concerns in relation to adults may be reported by calling Shropshire’s Safeguarding Adult Board (SSAB) First Point of Contact team on 0345 678 9044 Monday to Thursday, 9am to 5pm, and Friday 9am to 4pm.

If you have urgent adult safeguarding concerns outside of these hours, please phone the Emergency Social Work Team on 0345 678 9040.