The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.

The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.

Our GP Practice has recently undergone a CQC inspection and the full report is now available on the CQC Website below.  Our overall result is GOOD!

Confidentiality And Access To Patient Information

Any information that the doctor holds about you is very strictly confidential. Your doctor will not divulge ANY information about you to ANYONE, including your employer, insurance company or relative, without your written permission.

If you are referred to another doctor or health professional at the hospital or within the practice then necessary information will go with the referral and it is assumed that you agree with this if you have agreed to the referral.

If you don’t, you must say so to your doctor.  ALL health professionals and staff within the practice are bound by the rule of confidentiality.

If you move to another practice your written and electronic records are transferred automatically to your new practice after you have registered with it.

There may be certain unusual circumstances where the doctor can be obliged to break the confidentiality rule, for instance if the patient is mentally incapacitated, or if it is in the interest of public safety, or if he or she is required by a court of law to do so.

National Data and Research

This practice is one of over 600 practices in England contributing pseudonymised data for national research and surveillance.

These data enable continuous monitoring of infections and diseases in the community and is used in ethically approved research. The RCGP RSC is the main source of information for Public Health England (PHE) and helps with prediction and management of flu out-breaks and pandemics.

Providing pseudonymised data does not affect patients, their care or privacy, however if you no longer wish to allow your information to be used, please speak to your GP.

WFHP & Church Street’s Patient Privacy Policy May 2018

Your Personal Data

We take your personal data extremely seriously and take every precaution to ensure it is safe and secure.

When you attend an appointment or contact the surgery you may be asked to confirm your contact details with a receptionist or clinician. This is to ensure that we have your correct details such as address, mobile number and email address associated with your clinical record; to enable us to communicate with you about your health in a quick, efficient and secure manner.

Our policy is that normally every young person 14 and above has their own mobile number on their records for confidentiality reasons. If this applies to you or a family member, please contact the surgery to make the necessary changes

WFHP Patients Privacy Notice

Below are 2 leaflets that explains how NHS England and our surgery are sharing your medical information to enable to offer the best possible care:

Patient Leaflet

About your Medical Records

About health records

Health records play an important role in modern healthcare. They have two main functions, which are described as either primary or secondary.

Primary function of health records

The primary function of healthcare records is to record important clinical information, which may need to be accessed by the healthcare professionals involved in your care.

Information contained in health records includes:

Secondary function of health records

Health records can be used to improve public health and the services provided by the NHS, such as treatments for cancer or diabetes. Health records can also be used:

• to determine how well a particular hospital or specialist unit is performing,
• to track the spread of, or risk factors for, a particular disease (epidemiology), and
• in clinical research, to determine whether certain treatments are more effective than others.

When health records are used in this way, your personal details are not given to the people who are carrying out the research. Only the relevant clinical data is given, for example the number of people who were admitted to hospital every year due to a heart attack.

Types of health record

Health records take many forms and can be on paper or electronic. Different types of health record include:

• consultation notes, which your GP takes during an appointment,
• hospital admission records, including the reason you were admitted to hospital,
• the treatment you will receive and any other relevant clinical and personal information,
• hospital discharge records, which will include the results of treatment and whether any follow-up appointments or care are required,
• test results,
• X-rays,
• photographs, and
• image slides, such as those produced by a magnetic resonance imaging (MRI) or computerised tomography (CT) scanner.

Important changes

The NHS is currently making some important changes to how it will store and use health records over the next few years. See the Service description section for more information.

Data Extraction

For more information please follow the links below.

• Sharing your information
• Care.data – modern data service for the NHS

Patient’s Rights to General Medical Services

• To be offered a health check on joining a doctor’s list for the first time.
• To have appropriate drugs and medicine prescribed.
• To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
• To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
• To choose whether to take part in research or medical student training.
• To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
• To receive a full and prompt reply to any complaints they make about the care they receive at the Church Street practice.

Church Street Practice Philosophy:

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.

We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

We are dedicated to ensuring that practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Our Practice Charter

• You will be treated with courtesy and respect by all practice personnel.
• An urgent appointment with a doctor or nurse Practitioner will be available on the same day.
• A non-urgent appointment with a doctor will be offered within 24 hours
• Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation.
• We aim to answer the telephone within six rings.
• An appointment with a practice nurse will be available within three working days.
• Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person or by telephoning 01562 744641 between 10:00 am – 12:00 pm and 2.00pm to 5.00pm.
• All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
• If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
• We wish to make the Church Street practice as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

Patient’s Responsibilities

• If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
• If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
• A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before ***Insert time*** if at all possible.
• An urgent appointment is for an urgent medical problem. Please speak to the receptionist if you require a sick note or repeat prescription.
• We would ask you to be patient if the doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the receptionist.
• Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time that they deserve.
• Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.
• Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.

Practice Staff have the duty

• To accept professional accountability and maintain the standards of professional practice as set by the appropriate regulatory body applicable to their profession or role.
• To take reasonable care of health and safety at work for themselves, their team and others, and to co-operate with employers to ensure compliance with health and safety requirements.
• To act in accordance with the express and implied terms of their contract of employment.
• Not to discriminate against patients or staff and to adhere to equal opportunities and equality and human rights legislation.
• To protect the confidentiality of personal information that they hold unless to do so would put anyone at risk of significant harm.
• To be honest and truthful in applying for a job and in carrying out that job.
• To play their part in ensuring the success of the NHS and delivering high-quality care by:

1. 1. Maintaining the highest standards of care and service, taking responsibility not only for the care they personally provide, but also for their wider contribution to the aims of their team and the NHS as a whole;
   2. Taking up training and development opportunities provided over and above those legally required of their particular post;
   3. Actively taking part in sustainably improving services by working in partnership with patients, the public and communities;
   4. Raising any genuine concern they may have about a risk, malpractice or wrongdoing at work (such as a risk to patient safety, fraud or breaches of patient confidentiality), which may affect patients, the public, other staff or the Practice itself, at the earliest reasonable opportunity;
   5. Being open with patients, their families, carers or representatives, including if anything goes wrong; welcoming and listening to feedback and addressing concerns promptly and in a spirit of co-operation. Staff should contribute to a climate where the truth can be heard and the reporting of, and learning from, errors is encouraged;
   6. Viewing the services they provide from the standpoint of a patient, and involve patients, their families and carers in the services they provide, working with them, their communities and other organisations, and making it clear who is responsible for their care.

Source

The NHS Constitution (March 2013):

www.gov.uk/government/publications/the-nhs-constitution-for-england

This link contains the following documents;

• The NHS Constitution for England
• Handbook to the NHS Constitution
• Public Health Supplements to the NHS Constitution
• NHS Constitution for England (Easy Read Version)
• NHS Constitution (Easy Read Poster)

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website

Principles

The Practice:

• Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.
• Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
• Provides access to services based on clinical need, not on an individual’s ability to pay.
• Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
• Ensures that it is effectively lead and managed and its staff receive relevant education, training and development.
• Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
• Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
• Is accountable to the public, communities and patients that it serves.
• Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.

Patient Rights

Patients have the right:

• To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
• To access NHS services and not be refused access on unreasonable grounds.
• To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
• In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
• Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.
• To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
• To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
• To be treated with dignity and respect, in accordance with their human rights.
• To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
• To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
• To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
• To access to their own health records.
• To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
• To express a preference for using a particular doctor within their GP Practice.
• To make choices about their NHS care and to information to support these choices.
• To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
• To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
• To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.
• To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
• To compensation where they have been harmed by negligent treatment.

Patient Responsibilities

• To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
• To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
• To provide accurate information about their health, condition and status.
• To keep appointments, or cancel within reasonable time.
• To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
• To participate in important public health programmes such as vaccination.
• To ensure that those closest to them are aware of their wishes about organ donation.
• To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.

Practice Staff Rights

Practice Staff have the right:

• To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
• To have a fair pay and contract framework;
• To be involved and represented in the workplace;
• To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
• To be treated fairly, equally and free from discrimination; and
• To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;
• To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.

NHS Pledge to Staff Members

The NHS Commits:

• To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;
• To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;
• To provide support and opportunities for staff to maintain their health, well-being and safety;
• To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;

To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.