Confidentiality

Whatever a patient tells a doctor is treated confidentially.

Normally a record is kept either in the written notes or on a computer, sometimes both.

The law normally gives you access to this information and we will provide you with help to understand it. It may be necessary to charge for this, but the charges are restricted by law. Photocopies of our records may be provided but we do have to charge for this.

Access to any details of your attendance or treatment is provided to doctors and staff at the surgery, or when seeing other health services on a “need to know” basis.

From time to time other people ask for information about you; we do not provide this information without your written consent, or knowledge. The exception to this is when information is requested for administration of the NHS, or audit and inspection of our work. Those who are given this information work under strict rules of confidentiality and will usually be dismissed, or even prosecuted for disclosure. You may, however, ask our Management Partner to mark your records as 'closed' to such activity.

Sometimes we are required to give information about you by law, or in the interests of others; this includes notification of births, deaths and certain infections, information concerning child protection and records that we are required to produce to the courts; normally we will seek your consent, or at least inform you, in such cases.

When can Young People see the Doctor or Nurse on their Own?

All in the above about confidentiality applies to young people too.

If you are 16 years of age or over you can give your permission to have any treatment and we will not involve your parent or guardian without your consent. This means that you can choose to be seen on your own by a doctor or a nurse.

If you are under 16 years of age, ideally we would like you to involve your parent or guardian in any medical matter. However, if you do not want to involve your parent or guardian we are willing to treat you provided you understand what the treatment is about.

Contraception and Young People

The doctors and nurses are happy to talk to any young person of any age about contraceptive matters and they are able to prescribe treatment if appropriate.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

All of the doctors and staff in this surgery try at all times to provide the best care they can. Sometimes our best is not up to the standard that we would like and we hope that by working together any deficiencies will be remedied.

If you are not happy with any aspect of the service we provide we will be pleased to discuss this with you through the practice suggestions and complaints system.

If you wish to suggest any improvements to the services we provide we will be keen to discuss them with you.

To access the suggestion and complaints procedure please ask one of the receptionists for details or write to the Management Partner.

If you are still unhappy after using the practice based complaints procedures. You may approach the Parliamentary and Health Service Ombudsman (see below) who will undertake an independent review of your complaint.

Details are available in our complaints policy leaflet.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

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: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

How we can Work Together

Zero Tolerance

The practice will not tolerate unacceptable behaviour from patients or visitors to the practice. If any member of the practice team, or any other person who is in the practice, is the subject of violent or abusive behaviour, or feels threatened for their safety, the practice reserves the right to take immediate action. Such action may include requesting the attendance of the police, and immediate removal from the practice’s list of patients.  

How We Can Help

Good health involves patients, doctors, nurses and others working together. Our practice team will do everything we can to keep you healthy. We will treat you as an individual and make every effort to respect your privacy and personal beliefs. We will also try and ensure that whatever your condition you have easy access to the services we provide and that you fully understand what it is we are trying to do. By working together we will be able to agree on the best ways of keeping you as healthy as possible.

• We expect that you will normally be able to see the doctor of your choice within a week. Please remember that all the doctors have professional and personal commitments outside the practice.
• If you have an urgent medical problem and can get to the surgery, we will see you as soon as possible that day. Please contact the surgery to make the necessary arrangements.
• We are prepared to visit you at home if you are ill and if as a result of illness you cannot get to the surgery. You should contact the surgery before 10 am to be visited that day.
• We will ensure you know the names of all the practice staff that you see.
• We will provide you with practice leaflets which explain surgery times, the services we offer and how to contact us in an emergency.
• We try to work as a team within the practice with each member having special skills and expertise and although you may be asked to attend a particular clinic or team member we will respect your choice not to accept this.
• We will endeavour to explain the effects of any drugs we prescribe for you and will review long term medicines with you at agreed times
• We have a practice code of confidentiality which can be obtained from reception.
• We will refer you for a specialist opinion if we believe you will benefit and, if necessary, will arrange a follow up discussion with you after you have seen the specialist.
• If you are concerned or have a query about any treatment you have received here please contact Mr S Donlan, our Management Partner.
• When you leave our practice we shall return your medical records to the NHS within 14 days of their request so that your new family doctor will have the information he/she requires as soon as possible.
• We guarantee that anybody in our team who treats or cares for you will be suitably qualified and attends regular updating programmes.

How You Can Help

Good health involves a partnership between you and the practice team. We would like you to agree to the following as your part of the deal in keeping yourself as healthy as possible and making the best use of our services.

• I recognise that my lifestyle and habits have a major effect on my health and it is up to me to make any changes that may be necessary to ensure good health.
• I will try to do all I can to help myself remain well but if I feel ill I shall contact you for advice.
• If you prescribe medicines, or other treatment, for me, I will take them as advised. I also accept that there are times when I may not need any medicines at all.
• I will contact the surgery before 10 am to ensure a visit that same day.
• I will only contact you or your deputy outside normal working hours if my medical problem is urgent and cannot wait until the next surgery.
• I will be at home when a visit has been arranged.
• If I am unable to keep an appointment, I will, whenever possible, give 24 hours notice.
• If I require an explanation of the treatment at the surgery or at the hospital I will make an appointment to discuss this with you.
• I shall let you know if I change my name, move house, or change my telephone number.
• If you do not have my medical record I shall tell you about past illnesses, hospital admissions, medication, and any allergies.
• I realise I may see any doctor although it is usually better to see the same doctor each time.
• As all the doctors are not full time, and that even the full time doctors have other medical commitments, I am aware that it may not be possible to see a particular doctor at short notice.
• I accept that this is a training practice for young doctors and for medical students and that I will be asked for my permission before being involved. I will inform the practice if I do not wish to participate.

This practice is a training practice.

Fully qualified doctors spend six to twelve months gaining experience and training in general practice. You may be offered an appointment with one of these doctors, known as Registrars, or one may be observing your doctor consulting.

Sometimes you may be asked to have your consultation video taped. If you are unhappy with this please say so, it will not cause offence.

The practice also teaches student doctors and nurses. Some times one or more may observe your doctor or nurse consulting; you may also be approached to help us with our teaching. If you are unhappy with this please say so, it will not cause offence.

Endeavour Practice & NHS Constitution

How THE ENDEAVOUR PRACTICE implements the NHS Constitution

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 led 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.

Practice Staff Responsibilities

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:
• 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;
• Taking up training and development opportunities provided over and above those legally required of their particular post;
• Actively taking part in sustainably improving services by working in partnership with patients, the public and communities;
• 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;
• 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;
• 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):

https://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)