This area of the website lists the current practice policies:
As of April 2013 the practice complies with Policies & Procedures as outlined in the new CQC Care Quality Commission – please feel free to browse the CQC website for further information regarding their work on quality regulation in the care network.
Our practice has signed up to the NHS Zero Tolerance Campaign which makes verbal abuse, threat and physical violence to all NHS staff unacceptable. Any such behaviour from any patients may result in their removal from our practice list.
Those that DO NOT regularly attend for their Long Term Condition reviews or medication reviews will be subject to our non compliance protocol:
What is the doctor’s role?
A doctor’s primary concern is to do their best for their patients; this includes giving advice and treatment, and arranging investigations in accordance with the current evidence base and the patient’s best interests.
Why can non-compliant patients present difficulties?
All practices will have a cohort of patients whose autonomous choices conflict with the suggested course of action of their doctor. Given that there is no obligation to provide a treatment requested by a patient that is not to their overall benefit, this can give rise to clashes between doctor and patient.
What are the commonest scenarios in relation to non-compliance?
- A patient has been started on a treatment, but declines to attend for subsequent review and/or monitoring checks. This scenario puts a GP in an invidious position, in that a decision has already been taken that it is in the patient’s best interests to commence a particular treatment. This can create a new risk that must be balanced when judging what is in the best interests of the patient.
- A patient who declines the investigation or treatment of symptoms with a potentially serious and/or treatable underlying cause.
After a failed review you will receive a letter regarding your compliance. After your 3rd notification we will seek to remove you from the practice due to breakdown in doctor/patient relationship. This is of course a last resort, you are a very important member of your healthcare team. To be involved in your own health care may mean for you, or your family member, to take part in every decision possible. This will give you greater control over your situation. It will also help to ensure your health choices are influenced by what matters most to you.
Comments, Complaints and Suggestions
We aim to offer a friendly, personal, comprehensive and high standard of family health care to all our patients. We always welcome your feedback and value your comments and suggestions. Please get in touch via our online form, or by telephone and let us know your thoughts. We endeavour to listen to your comments and act appropriately on the constructive feedback to deliver the best for you and your family.
Please keep in mind that it is also nice to receive positive comments about the practice.
Please see “How to complain” and the timeline from the full policy below:
Complaints Procedure Policy
We have a robust complaints procedure, which is summarised here. If you wish to make a complaint you can do so verbally to any member of staff, in writing to the practice manager or email: firstname.lastname@example.org
The Practice follows 6 principles when dealing with complaints:
- Getting it right
- Being open and accountable
- Putting things right
- Being customer focused
- Acting fairly & proportionately
- Seeking continuous improvements
There are four parts to the complaints procedure. Our complaints procedure is based on these four parts:
- The Initial Stage
- The Investigation
- The Informal Meeting/Written Explanation
- Follow-up and Conclusion
There is a dedicated member of staff who is the complaints lead and ensures the complaints process is followed in a timely fashion.
The Practice Manager has overall responsibility for the complaints system.
A Complaint – The Investigation
Presuming that the practice complaints procedure is to be used, the complainant needs to be assured that the Practice will:
- deal with matters promptly – the aim being to complete enquiries within 14 days, with a maximum of four weeks
- undertake a detailed investigation
- offer a meeting to discuss the outcome of the investigation if appropriate
- advise the complainant that they may bring a ‘friend’ to the meeting
- inform the complainant if there appear to be any delays or problems
A Complaint – Informal Meeting/Written Explanation
If there is an informal meeting, the practice should reassure the complainant that:
- the matter has been taken seriously
- the complaint has been fully investigated
- they will receive a detailed explanation
- they will receive an appropriate apology if necessary, but will always receive a statement of regret that the incident has occurred
A Complaint – The Follow-up
The action taken is entered in our complaints log and a record of any relevant meeting/s and/or a copy of the letter sent is kept in the complaints file in case further action results.
Learning from Complaints and Patient Feedback
Complaints and patient feedback logs are regularly reviewed in the Clinical Governance and Audit meetings to:
- Determine whether any audits are required as a result
- Determine whether and process needs to be reviewed
- Determine how to measure the effectiveness of any changes already implemented
Sharing of learning and actions from complaints
The information from the annual complaints audit and the anonymised summary of learning & action points from complaints will be shared via the next practice training session and there will be a multi-disciplinary discussion.
If the complainant is not satisfied, they should be alerted to their right (under the practice complaints procedure) to take the matter to the Parliamentary and Health Service Ombudsman which is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033 or write to them at:
Parliamentary and Health Service Ombudsman
A conciliation service, Independent Complaints advocacy Service (ICAS) – Telephone 01823 275037
RINGING FOR RESULTS
If you have investigations or tests carried out during a hospital attendance it is their responsibility to inform you of the result. We are responsible for tests and investigations done at our request.
We will try, where possible, to provide the result on behalf of the hospital if they are unable to but results can take longer to reach the Practice. Please do not get upset with staff if the result is not returned within the timescale suggested by the hospital, this is out of our control.
Thank you for your co-operation.
Urgent Prescription Policy
Due to an increasing number of requests for repeat prescriptions to be issued urgently we have had to review how we handle these requests in order to provide safe and consistent service to all of our patients. Requests for prescriptions outside the normal prescription protocol impacts significantly on both doctor and administration staff time, meaning there is less availability to a doctor for other patients and a higher risk of a prescribing error occurring. We require 2 full working days for prescriptions.
If you ask for an urgent repeat prescription you will need to give a reason for your request. You may also be required to contact the police, in some cases, if the medication has been lost and it is a controlled drug and also provide a crime number.
Many medications can be safely missed for a few days. We will not issue urgent prescriptions for items that can be bought over the counter or for non- essential medication and you may be informed that your medication will be processed following the normal repeat prescription process. If your medication cannot be missed, the item will be issued as required. All urgent prescriptions must be collected in person from the surgery. We reserve the right to withdraw the service to patients requesting urgent prescriptions on a regular basis.
Medications that WILL NOT be issued urgently
- Anything that can be purchased over the counter eg paracetamol, emollients, ibuprofen, low dose co-codamol
- Nutritional supplements/ vitamins/ iron
- Sleeping tablets
- Erectile dysfunction drugs
- Skin creams
- Eye drops
- Regular painkillers
- Oral contraceptives
- Oral medications for diabetes
- Prescriptions following discharge from hospital and outpatient clinics
We apologise for any inconvenience this may cause and appreciate that you may find this frustrating. This step has been implemented as a necessity to protect Doctors time for more clinically urgent matters.
HYLTON MEDICAL GROUP’s Patient’s Charter
We aim to provide you with the best quality care available. Our charter is a statement of what you can expect from the practice and what we feel we should expect from you in return.
- Has a right to see a GP (this does not need to be their named GP) at the surgery during surgery hours. If an appointment is not available, the next routine appointment will be offered as long as the delay will not result in a risk to health.
- Should an urgent appointment not be available, be offered telephone triage by a clinician.
- Should have access to a telephone number where a GP can be reached when the surgery is closed.
- Should have a home visit, if considered necessary by the GP.
- If temporarily away from home must receive treatment if it is considered to be required immediately, though the GP is not bound to accept them as a temporary resident.
- Is required to give consent before being examined or treated. However, a visit to the GP is considered to constitute consent.
- Is entitled to a chaperone during intimate examinations.
- Is not bound legally to accept treatment. However, a doctor can give essential treatment if the patient is temporarily incapable of understanding or consenting to treatment as per the Adults with Incapacity Act.
- May refuse to be examined when a medical student is present.
- Is entitled to a full and truthful answer to questions about their treatment unless the answers would result in anxiety, which may injure the person’s health.
- Has the right to complain about their GP if he/she has not followed the terms of service or behaves in an unprofessional or unethical way. The patient should then be kept informed about how the complaint is being dealt with and told of the outcome.
- Has the right to see medical reports requested by insurance companies or employers before they are sent. However, a GP may withhold them if access may cause harm to the patient or if they contain information regarding a third party.
- Has the right to confidentiality.
With These Rights Come Responsibilities:
- We ask that you attend your appointments at the arranged time. If you cannot attend please inform the surgery immediately.
- One 10 minute appointment is for one person only. Please make additional appointments if more than one person needs to be seen.
- Patients are responsible for their own health and the health of their children and should co-operate with the practice in endeavouring to keep themselves healthy.
- We ask that requests for help or advice for non-urgent matters be made during surgery hours.
- Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery.
- Patients should understand that home visits are made at the doctor’s discretion.
- Many problems can be solved by advice alone therefore patients should not always expect a prescription at every consultation.
- We ask that patients treat the doctors and staff with consideration and courtesy.
- Patients must inform the practice staff of any change in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory.
- Children, the elderly and those with life limiting conditions have priority access.