Practice Policies & Patient Information
Chaperone Policy
We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.
You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.
Confidentiality
You can be assured that anything you discuss with any member of the surgery staff, whether doctor, nurse or receptionist, will remain confidential. Even if you are under 16, nothing will be said to anyone, including parents, other family members, care workers or teachers, without your permission. The only reason why we might want to consider passing on confidential information without your permission would be to protect either you or someone else from serious harm. In this situation, we would always try to discuss this with you first.
If you have any worries or queries about confidentiality, please ask a member of staff.
If you would like to discuss matters of a confidential nature, either with our receptionists or a member of the dispensary team, we have a side room available in reception for this purpose.
Data Protection
We need to hold personal information about you on our computer systems and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstance you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends or spouses unless we have prior written consent, and we do not, leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details about our patient information leaflet. An appointment may be required. In some circumstances a fee may be payable.
Disabled Access
There is access through the main door. We have a wheelchair available for use in surgery.
Hearing Difficulties
If you are experiencing hearing difficulties when being called in to see the doctor or nurse, please do let us know in order for us to set up an alert on your medical records and personally collect you from the waiting room. Alternatively, we do have the facility of a portable induction loop. If you would like to use this, please ask at reception for assistance.
General Data Protection Regulation
The General Data Protection Regulation (GDPR) came into effect on 25 May 2018. This will be supported by a new Data Protection Bill in due course which will bridge the gap, post Brexit. Together, these laws will replace the existing Data Protection Act 1998 and will provide a strengthened data protection framework.
The UK Data Protection Bill will become law when enacted as the Data Protection Act 2018. It will explicitly bring provisions of the EU General Data Protection Regulation (GDPR) 2016 into UK law and establish continuity of the GDPR. The Act will legislate in areas where the GDPR allows flexibility at national level. It will also introduce legislation on processing for law enforcement purposes (in support of the EU Law Enforcement Directive) and by the intelligence services, and make provision for the Information Commissioner (the UK supervisory authority). The current Data Protection Act (DPA) 1998 will be completely repealed when DPA 2018 comes in force.
Our Privacy Notice has been written in line with the EU GDPR 2016. The Privacy Notice will be reviewed when the DPA 2018 comes in force in order to align it with the Act.
CRMC Privacy Notice V2 September 2019
CRMC Practice-Fair-Processing-Privacy-Notice
GP Earnings
All GP Practices are required to declare mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in the practice of City Road Medical centre in the last financial year was £26,984 before tax and National Insurance.
This is for 4 full time GPs, 4 part time GPs and 1 locum GP who worked in the practice for more than six months.
However, it should be noted that the prescribed method for calculating earning is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgment about GP earnings, nor to make any comparison with any other practice.
IT Policy
This practice is committed to preserving, as far as is practical, the security of data used by our information systems. This means that we will take all reasonable actions to;
Maintain the Confidentiality of all data within the practice by:
- Ensuring that only authorised persons can gain access to our systems
- Not disclosing information to anyone who has no right to see it
Maintain the integrity of all data within the practice by:
- Taking care over input
- Ensuring that all changes are reported and monitored
- Checking that the correct record is on the screen before updating
- Reporting all apparent errors and ensuring that they are resolved
Maintain the availability of all data by:
- Ensuring that all equipment is protected from intruders
- Ensuring that backups are taken at regular, predetermined intervals
- Ensuring that contingency is provided for possible failure or equipment theft and that any such contingency plans are tested and kept up to date
Additionally we will take all reasonable measures to comply with our legal responsibilities under:
Named Accountable GP
All patients at City Road Medical Centre have a named accountable GP who is responsible for patients’ overall care at the practice. Your named GP has been allocated to you by the practice. If you have a repeat prescription you can find the name of your allocated GP at the bottom of this. If you do not have a repeat prescription and you wish to know who your allocated GP is, please contact the practice. You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.
If you have a preference to a particular GP at the practice, please talk to one of our receptionists. We will do our very best to accommodate your request, although this cannot be guaranteed due to the different workload of our GPs who work full time and part time. If you do not hear from us within 3 weeks of your request, please assume your preference of GP has been assigned to you.
Personal Data
The following IT systems are in use at the practice:
- Referral Management (using NHS numbers in referrals)
- Electronic Appointment Booking (the facility to book routine appointments online and, similarly, to cancel appointments
- Online booking of repeat prescriptions
- Summary Care Record (uploading details of your current medication and allergies to the national “spine” so that these are available for doctors involved in your care elsewhere)
- GP to GP transfers (the electronic transfer of records from practice to practice when you re-register
- Patient Access to records (the facility to view your medical records online).
If you are not already registered for online access and would like to be please complete our online form.
If you would like access to your medical records enabled or would like to opt out of the local or national summary care record, please contact reception.
Privacy Policy
This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.
This privacy notice applies to personal information processed by or on behalf of the practice.
This Notice explains
- Who we are, how we use your information and our Data Protection Officer
- What kinds of personal information about you do we process?
- What are the legal grounds for our processing of your personal information (including when we share it with others)?
- What should you do if your personal information changes?
- For how long your personal information is retained by us?
- What are your rights under data protection laws?
The General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).
For the purpose of applicable data protection legislation (including but not limited to the General Data Protection Regulation (Regulation (EU) 2016/679) (the “GDPR”), and the Data Protection Act 2018 (currently in Bill format before Parliament) the practice responsible for your personal data.
This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights
How we use your information and the law.
The practice will be what’s known as the ‘Controller’ of the personal data you provide to us.
We collect basic personal data about you which does not include any special types of information or location-based information. This does however include name, address, contact details such as email and mobile number etc.
We will also collect sensitive confidential data known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare setting) ethnicity, and sex during the services we provide to you and or linked to your healthcare through other health providers or third parties.
Why do we need your information?
The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.
NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which the Practice hold about you may include the following information;
- Details about you, such as your address, carer, legal representative, emergency contact details
- Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
- Notes and reports about your health
- Details about your treatment and care
- Results of investigations such as laboratory tests, x-rays etc
- Relevant information from other health professionals, relatives or those who care for you
To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used within the GP practice for clinical audit to monitor the quality of the service provided.
How do we lawfully use your data?
We need to know your personal, sensitive and confidential data in order to provide you with Healthcare services as a General Practice, under the General Data Protection Regulation we will be lawfully using your information in accordance with: –
Article 6, e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller;”
Article 9, (h) processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems
This Privacy Notice applies to the personal data of our patients and the data you have given us about your carers/family members.
Risk Stratification
Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. Information about you is collected from a number of sources including NHS Trusts and from this GP Practice. A risk score is then arrived at through an analysis of your de-identified information is only provided back to your GP as data controller in an identifiable form. Risk stratification enables your GP to focus on preventing ill health and not just the treatment of sickness. If necessary, your GP may be able to offer you additional services. Please note that you have the right to opt out of your data being used in this way.
Medicines Management
The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost-effective treatments.
How do we maintain the confidentiality of your records?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 2018
- The General Data Protection Regulations 2016
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentiality, Information Security and Records Management
- Information: To Share or Not to Share Review
Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.
We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on and / or in accordance with the information sharing principle following Dame Fiona Caldicott’s information sharing review (Information to share or not to share) where “The duty to share information can be as important as the duty to protect patient confidentiality.” This means that health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott principles.
Our practice policy is to respect the privacy of our patients, their families and our staff and to maintain compliance with the General Data Protection Regulations (GDPR) and all UK specific Data Protection Requirements. Our policy is to ensure all personal data related to our patients will be protected.
All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. The practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor for the practice an appropriate contract (art 24-28) will be established for the processing of your information.
In Certain circumstances you may have the right to withdraw your consent to the processing of data. Please contact the Data Protection Officer in writing if you wish to withdraw your consent. If some circumstances we may need to store your data after your consent has been withdrawn to comply with a legislative requirement.
Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified. Sometimes your information may be requested to be used for research purposes – the surgery will always gain your consent before releasing the information for this purpose in an identifiable format. In some circumstances you can Opt-out of the surgery sharing any of your information for research purposes.
With your consent we would also like to use your information to
We would however like to use your name, contact details and email address to inform you of services that may benefit you, with your consent only. There may be occasions were authorised research facilities would like you to take part on innovations, research, improving services or identifying trends.
At any stage where we would like to use your data for anything other than the specified purposes and where there is no lawful requirement for us to share or process your data, we will ensure that you have the ability to consent and opt out prior to any data processing taking place. This information is not shared with third parties or used for any marketing and you can unsubscribe at any time via phone, email or by informing the practice DPO as below.
Where do we store your information Electronically?
All the personal data we process is processed by our staff in the UK however for the purposes of IT hosting and maintenance this information may be located on servers within the European Union.
No 3rd parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place. We have a Data Protection regime in place to oversee the effective and secure processing of your personal and or special category (sensitive, confidential) data.
Who are our partner organisations?
We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations;
- NHS Trusts / Foundation Trusts
- GP’s
- eMBED Health
- Independent Contractors such as dentists, opticians, pharmacists
- Private Sector Providers
- Voluntary Sector Providers
- Ambulance Trusts
- Clinical Commissioning Groups
- Social Care Services
- NHS England (NHSE) and NHS Digital (NHSD)
- Local Authorities
- Education Services
- Fire and Rescue Services
- Police & Judicial Services
- Voluntary Sector Providers
- Private Sector Providers
- Other ‘data processors’ which you will be informed of
You will be informed who your data will be shared with and in some cases asked for consent for this to happen when this is required.
We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor for the practice an appropriate contract (art 24-28) will be established for the processing of your information.
How long will we store your information?
We are required under UK law to keep your information and data for the full retention periods as specified by the NHS Records management code of practice for health and social care and national archives requirements. More information on records retention can be found online at (https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016)
How can you access, amend move the personal data that you have given to us?
Even if we already hold your personal data, you still have various rights in relation to it. To get in touch about these, please contact us. We will seek to deal with your request without undue delay, and in any event in accordance with the requirements of any applicable laws. Please note that we may keep a record of your communications to help us resolve any issues which you raise.
Right to object: If we are using your data because we deem it necessary for our legitimate interests to do so, and you do not agree, you have the right to object. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases). Generally, we will only disagree with you if certain limited conditions apply.
Right to withdraw consent: Where we have obtained your consent to process your personal data for certain activities (for example for a research project), or consent to market to you, you may withdraw your consent at any time.
Right to erasure: In certain situations (for example, where we have processed your data unlawfully), you have the right to request us to “erase” your personal data. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases) and will only disagree with you if certain limited conditions apply. If we do agree to your request, we will Delete your data but will generally assume that you would prefer us to keep a note of your name on our register of individuals who would prefer not to be contacted. That way, we will minimise the chances of you being contacted in the future where your data are collected in unconnected circumstances. If you would prefer us not to do this, you are free to say so.
Right of data portability: If you wish, you have the right to transfer your data from us to another data controller. We will help with this with a GP to GP data transfer and transfer of your hard copy notes
Access to your personal information
Data Subject Access Requests (DSAR): You have a right under the Data Protection legislation to request access to view or to obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. To request this, you need to do the following:
- Your request should be made to the Practice – for information from the hospital you should write direct to them
- There is no charge to have a copy of the information held about you
- We are required to respond to you within one month
- You will need to give adequate information (for example full name, address, date of birth, NHS number and details of your request) so that your identity can be verified, and your records located information we hold about you at any time.
What should you do if your personal information changes?
You should tell us so that we can update our records please contact the Practice Manager as soon as any of your details change, this is especially important for changes of address or contact details (such as your mobile phone number), the practice will from time to time ask you to confirm that the information we currently hold is accurate and up-to-date.
Downloadable Documents
Protecting Your Child Online in 2021
The Ultimate Guide to Protecting Your Child Online in 2021
Click on the link below to access the website:
Rights and Responsibilities
Patients have a right to:
- Be treated with respect and courtesy at all times.
- Be treated as an individual and to discuss the care and treatment we can provide.
- Be given full information on the services we offer.
- Be given the most appropriate care by suitably qualified staff.
- Be provided with emergency care when needed.
- Be referred to a consultant acceptable to the patient when necessary.
- Have access to their clinical records or any other personal information held about them.
Patients are responsible for:
- Treating all staff of The City Road Medical Centre with respect and courtesy at all times. The practice operates a zero tolerance policy and violent and abusive behaviour towards any member of staff may result in removal from the practice list.
- Telling us if they are unsure about the treatment being offered.
- Asking for a home visit only when they are unable to attend the medical centre through illness or infirmity
- Requesting such a visit before 11:00.
- Asking for an out-of-hours visit only when necessary.
- Keeping their appointments and contacting the medical centre in advance if they are unable to keep their appointment.
- Being punctual for appointments and making separate appointments for each member of the family wishing to see the doctor.
- Not expecting a prescription from every consultation with a doctor; there may be other options for treatment
- Taking medicines according to the instructions and only asking for a repeat prescription if they need one.
- Letting us know when they change their address or telephone number.
Statement of Intent – Online Access
ELECTRONIC PATIENT RECORDS
STATEMENT OF INTENT FOR CITY ROAD MEDICAL CENTRE
Nationally the way GP records are managed in the NHS is changing in three important ways.
- Summary Care Record(SCR)
- GP to GP Record Transfers
- Patient Online Access to Their GP Record
These changes do not let your records be shared outside of the team of professionals who look after you. They are designed to improve and speed up your care, and let you have more access to what is in your medical records.
If you want to find out more about these, or any other way in which your records are handled, please read the leaflets available in your practice or speak to a member of practice staff.
- Patient Online Access to Their GP Record
As you may know we already offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions on-line. Alongside this all patients in England will have access to their GP medical records online by 31st March 2015.
This means you can have secure online access to relevant parts (Current medications, immunisations and allergies) of your record from device that can access the internet.
To get online access to your records you will need to come to the practice with photographic ID. We will then give you the login details you will need.
- Summary Care Record (SCR)
NHS England requires GP practices to upload any changes to patient’s summary information on their Summary Care Record by 31st March 2015.
A Summary Care Record (SCR) is a brief summary of your medical records that will help anyone treating you in an emergency who does not have your full medical record. The SCR contains information like any medicines you may betaking, or any allergies you have. Your SCR is automatically updated at least daily to ensure that your information is as up to date as it can possibly be.
You can find out more by watching “What is a Summary Care Record” here https://www.youtube.com/watch?feature=player_embedded&v=V0KIN0Tq5_w
You do not have to have a SCR if you do not want one. If you don’t, then let us know . You can do this by informing our reception team at the practice.
- GP to GP Record Transfers
A new way of transferring patient records between GP practices has been developed to be used when a patient moves from one GP practice to another.
NHS England requires this new method to be used for all new or de-registered patients by 31 March 2015. However, we are already using this new method here at City Road GP practice,
For your own medical care it is very important that you are registered with a GP practice. If you leave your GP and register with a new GP, your medical records will be forwarded on to your new GP. It can take up to two weeks for your paper records to reach your new surgery.
With the new system your electronic record is transferred to your new practice much sooner.
Dr Coleman, Sauvage & Partners confirm that these GP to GP transfers are already active and we send and receive patient records via this system.
Suggestions & Complaints
Want to make a suggestion to the practice?
Your comments and suggestions are important to us, please click on the link below and complete the form to send them to us. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.
Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.
Click Here to send us your suggestions
Want to make a complaint?
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We make every effort to give the best service possible to everyone who attends our practice.
If you have a complaint or concern about the service you have received from the doctors or the staff working at this practice, please let us know. We operate a practice based complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to Complain
We hope that most problems can be sorted out quickly and easily, often at the time they arise, and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most, weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- within 6 months of the incident that caused the problem; or
- within 12 months of discovering that you have a problem, providing that this is within 12 months of the incident
Complaints should be addressed to the Practice Manager or any of the doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns and the Practice Manager will explain the procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What We Will Do
We will normally acknowledge your complaints within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer an explanation, or a meeting with the people involved. When we look into a complaint, we will aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where this is appropriate
- identify what we can do to make sure the problem does not happen again
Complaining On Behalf Of Someone Else
Please note we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of somebody else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Confidentiality
Your complaint will be treated as confidential. Only people involved in it and the member of staff investigating it will have knowledge of it. Any paper work about your complaint will be kept separately from your medical records.
WHERE TO GO FOR FURTHER INDEPENDENT ADVICE
We hope that if you have a problem, you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach an independent advisor if you feel you cannot raise your complaint with us, or you are unhappy with the results of the investigation.
NHS England Complaints Team
PO Box 16738
Redditch B97 9PT
Telephone: 0300 311 22 33
Email: england.contactus@nhs.net
Islington Clinical Commissioning Group
Email: islington.ccg@nhs.net
www.islingtonccg.nhs.uk/listening-to-you
Independent Complaints Advocacy Service
The Independent Complaints Advocacy Service (ICAS) is a national service that supports people who wish to make a complaint about their NHS care or treatment. Contact your local ICAS office as follows:
NHS Complaints Advocacy
VoiceAbility, United House,
39-41 North Road, London N7 9DP
Helpline: 0300 330 5454
Textphone: 0786 002 2939
Fax: 0330 088 3762
Email: nhscomplaints@voiceability.org
Website: www.nhscomplaintsadvocacy.org
Parliamentary and Health Service Ombudsman
If patients remain dissatisfied with the local resolution of complaints, they can seek a review by the Ombudsman and contact details are included below.
Millbank Tower
Millbank,
London,
SW1P 4QP
Complaints Helpline
Tel: 0345 015 4033
Fax: 0300 061 4000
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Summary Care Record
Your patient record is held securely and confidentially on the electronic system at your GP practice. If you require treatment in another NHS healthcare setting such as an Emergency Department or Minor Injury Unit, those treating you would be better able to give you appropriate care if some of the information from the GP practice were available to them.
This information can now be shared electronically via: The Summary Care Record, used nationally across England
The information will be used only by authorised health care professionals directly involved in your care. Your permission will be asked before the information is accessed, unless the clinician is unable to ask you and there is a clinical reason for access.
If you would like to opt out, please ask reception for our opt out form.
A parent or guardian can request to opt out children under 16 but ultimately it is the GP’s decision whether to create the records or not, because of their duty of care to the child. If you are the parent or guardian of a child under 16 and feel that they are able to understand, then you should make this information available to them.
Who Has Access?
Across all health care settings, including urgent care, community care and outpatient departments in England.
Information Source
GP record
Content
- Your current medications
- Any allergies you have
- Any bad reactions you have had to medicines
- Additional information (upon request to your GP)
For more information visit:
Training
GPs in Training
Our practice is approved to train fully qualified doctors who wish to specialise in general practice. Our GP registrar will have had 2-4 years of experience as a qualified hospital doctor working in various specialities. They consult patients on their own, under the mentorship of our trainer, Dr xxxxx. Occasionally we ask permission to video a consultation. You will always be asked in advance and are given the option not to take part, and this will not affect your care in any way. No recording will be taken without your consent and the camera will be switched off on request. These videos are used only for educational purposes with the doctor doing the consultation and are destroyed after use.
Medical Students
Medical students are sometimes attached to the practice for 2 – 3 weeks as part of their training. If you do not wish a student to be present during your consultation, please inform the receptionist.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Zero Tolerance
Zero tolerance / Unacceptable behaviour
We expect all employers, staff, colleagues and patients to have inclusive and respectful behaviour when attending the healthcare premises, to avoid disruption or offend others. Examples of this include but are not limited to:
- Refusing appointments with an appropriate clinician due to their background, appearance, accent or skin colour.
- Refusing to access the service in the appropriate manner i.e. making rude and humiliating comments to staff members.
- Demanding change of team members due to discrimination relating to race, gender, religion or other protected characteristics.
- Violent, threatening or abusive behaviour towards a member of staff or colleagues
- Micro-aggressions (“something that has made an individual feel uncomfortable, marginalised and small” [8]) towards a member of staff or colleagues, examples of micro-aggressions.
- Serious or persistent use of verbal abuse, aggressive tone and/or language, offensive gestures and swearing/foul language within the healthcare premises.
- Repeated derogatory comments about the practice/organisation or individuals either verbally, in writing/digitally or on social media platforms.
- Intentionally false malicious allegations relating to members of staff, other patients or visitors.
The list above explains what sort of behaviour and attitudes will not be tolerated and may result in ending a healthcare relationship with a patient and being removed from the practice/organisation list and, in extreme cases, the Police being contacted