Dordon & Polesworth Group Practice 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.
There are occasions where there is the potential for abuse of a person placed in a vulnerable position, and conversely false allegations to be made. This can have serious, long-term consequences for all those involved and may not come to light for many years.
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examination or consultations.
Clinicians (male and female) should consider whether an intimate or personal examination of the patient( either male or female) is justified, or whether the nature of the consultation poses a risk of misunderstanding. There may be a rae occasion when an independent witness to a consultation might be prudent.
- Ensure that a suitable sign is clearly on display in each consulting or treatment room offering the chaperone service if required.
- The patient must be offered the choice to have a chaperone present in the room during an examination – It may be embarrasing to the patient if a staff member is known to them, so a choice of an alternative staff member may be necessary – the patient can refuse a chaperone, this must be recorded in the patient’s medical record.
- The clincian should give the patient a clear explanation of what the examination will involve while the chaperone is present.
- Always adopt a professional and considerate manner – be careful with humour as a way of relaxing a nervous situation as it can easily be misinterpreted.
- Always ensure that the patient is provided with adequate privacy to undress and dress.
This should remove the potential for misunderstanding. However, there will still be times when either the clinician, or the patient, feels uncomfortable, and it would be appropriate to consider using a chaperone. Patients who request a chaperone should never be examined without a chaperone being present. If necessary, where a chaperone is not available, the consultation/examination must be rearranged for a mutually convenient time when a chaperone can be present.
Complaints and claims have not been limited to male doctors with female patients – there are many examples of alleged homosexual assault by female and male doctors. Consideration should also be given to the possibility of a malicious accusation by a patient.
There may be rare occasions when a chaperone is needed for a home visit. The following procedure should be followed.
Who can act as chaperone?
Where the practice determine that non-clinical staff will act in this capacity the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role.
- The chaperone should only be present for the examination itself, and most discussion with the patient should take place while the chaperone is not present.
- Patients should be reassured that all practice staff understand their responsibility not to divulge confidential information.
The latest GMC guidelines for intimate examinations can be found by viewing: http://www.gmc-uk.org/ethical-guidance/ethical-guidance-for-doctors/intimate-examinations-and-chaperones
- The Clinician will contact reception to request a chaperone.
- The Clinician will record in the notes that the chaperone is present, and identify the chaperone (full name must be documented)
- Where no chaperone is available the examination will not take place.
- The patient should not normally be permitted to dispense with the chaperone once a desire to have one present has been expressed.
- The chaperone will enter the room discreetly and remain in the room until the Clinician has finished the examination.
- The chaperone will normally attend inside the curtain at the head of the couch and watch the procedure.
- To prevent embarrassment, the chaperone should not enter into conversation with the patient or GP unless requested to do so, or make any mention of the consultation afterwards.
- The chaperone will make a record in the patient’s notes after examination. The documented notes must give the date, time and state that there were no problems, or give details of any concerns or incidents that occurred.
- The patient can refuse a chaperone, and if so this must be recorded in the patients medical record.
- If the Clinician wishes to conduct an examination with a chaperone present but the patient does not agree to this, the Clinician must clearly explain why they want a chaperone to be present. The clincian ma choose to consider referring the patient to a colleague who would be willing to examine them without a chaperone, as long as the delay would not have an adverse effect on the patients health.
Covid Privacy Notice
Data Protection Privacy Notice for Patients
This privacy notice lets you know what happens to any personal data that you give to us, or any information that we may collect from you or about you from other organisations.
This privacy notice applies to personal information processed by or on behalf of the practice.
Please click here to read about our data protection privacy notice for patients
Our practice offers the following facilities:
- Step free accessor easy wheelchair accessibility, ramps are situated at both surgery sites
- Disabled WCDisabled toilets are also available at both surgery sites.
- Disabled parkingavailable at both surgery sites
To learn more, please ring our reception on 01827 892893.
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
2018 / 2019
The average pay for GPs working in Dordon & Polesworth Group Practice in the last financial year was £109,216 before tax and National Insurance. This is for 3 full time GPs and 3 part time GPs who worked in the practice for more than six months.
GP GDPR Candidate Privacy Notice
GP GDPR Children Privacy Notice
GP GDPR Employee Privacy Notice
GP GDPR Practice Privacy Notice
Interpretation & Translation Services
DA Languages Ltd provide face to face interpretation services to this practice. We can book interpreters via an online booking portal but this has to be done in advance of the appointment.
Named GP for patients aged 75 years and above
Named GP for all patients aged 75 years and over
The practice is required by the Government under the terms of the GP contract to allocate all patients aged 75 years and over a named GP.
Individual patients are informed of their named GP at the first appropriate interaction with the practice or via letter. If you wish to know the name of your named GP, please ask the receptionist when you are next in the surgery.
Please do not telephone the practice for this information!
Having a named GP does not prevent you from seeing any other doctor within the group practice. Your named GP will not be available at all times and if your needs are urgent, you should discuss them with an alternative doctor.
Your named GP will have overall responsibility for the care and support that our surgery provides to you. They will work with other relevant health and care professionals, who are involved in your care, to ensure that the care you receive from our practice meets your individual needs.
Please note the surgery is a group practice, this means you are registered with the practice and can see any GP at the surgery, do not expect to see the named GP at every visit.
NHS Hospital Contract
A new NHS Hospital Contract came into force on 1st April 2017 which all NHS Organisations have signed.
What this means to you:
We endeavour to provide all our patients with the best standard of care within the resources available to us. Patients will be treated in a confidential and respectful manner at all times. All new patients will receive a practice booklet and be invited to a registration health check.
As a patient of this practice we aim to offer you:
- A clear explanation of any treatment proposed to you
- Privacy and confidentiality
- Courtesy from all staff
- We offer pre-bookable appointments with a GP of your choice but you may have to wait to see a particular GP
- Referral to a consultant when your GP agrees is necessary
- Expect your medication to be reviewed regularly and receive repeat prescriptions.
As patient of this practice we hope that you:
- Give as much notice as possible if unable to attend an appointment, this allows us to offer your appointment to another patient.
- If more than one family member wishes to be seen, please book an appointment slot for each person wishing to be seen. If more than one person is seen in one appointment slot, this can lead to a Clinician running late for the rest of the session which inevitably inconveniences other patients at the practice.
- If you have more than one medical condition, please make a double appointment so that the Clinician has enough time to deal with each problem without running late for the next patient.
- Treat the Practice staff courteously.
- Alongside the rest of the NHS, we have a zero tolerance policy to abuse or violence to any of our staff members.
Patient Complaint Information
DORDON & POLESWORTH GROUP PRACTICE
PATIENT COMPLAINTS INFORMATION LEAFLET
Practice Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff members working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
How To Complain
We hope that most problems can be sorted out easily and quickly, 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 a few weeks – because 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 6 months of discovering that you have a problem, provided this is within 12 months of the incident
All complaints should be addressed to the Practice Manager. Complaints may be made in person ask to speak to the Practice Manager; you may be offered an appointment to see her if she is not available at the time, or in writing addressed to the Practice Manager. The Practice Manager will explain the complaints 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.
Action Upon Receipt Of A Complaint
Verbal complaints will be acknowledged by the Practice Manager at the time of discussion. Written complaints will be acknowledged in writing within three working days, where that is not possible, as soon as reasonably practicable.
The practice aims to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the person/persons involved. When we look into your complaint, we shall 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 doesn’t happen again
Review of Practice Complaints
A full review of all complaints is carried out annually to identify any trends or additional actions/learning points.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone 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.
Where the patient is a child the practice may receive the complaint from:
- Either parent , in the absence of both parents, the guardian who has care of the child
- person authorised by a local authority whose care the child has been committed under the provisions of the Children Act 1989
Complaining To Ombudsman
We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the parliamentary and Health Ombudsman, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. The contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
You may also approach Patient Advice and Liaison Service (PALS) who provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. PALS contact details are:
Patient Advice and Liaison Service
Warwickshire Primary Care Trust
Tel: 01926 493 491
Patient Home Visit Protocol
DORDON & POLESWORTH GROUP PRACTICE
Home Visit Protocol for Patients
The practice home visit policy is based on the General Medical Service (GMS) contract, the Local Medical Committee (LMC) guidance and the British Medical Association (BMA) guidance.
Home visits are time consuming; several patients could be seen in the practice in the time it would take to carry out one home visit. Please help the practice to help our other patients by visiting the surgery whenever possible.
The practice will carry out home visits for:
- Terminally ill patients
- Housebound – a patient who is defined as being an individual who is unable to leave their home environment due to a physical or psychological illness
- Patients who are severely ill in bed
Patients are asked to request home visits before 11am. This allows the practice to access the request for necessity and urgency so that it can be appropriately managed. The practice may arrange for another member of the community team to carry out the home visit.
The following ARE NOT valid reasons to request a home visit:
Transport issues for patient
It is not the practice’s responsibility to arrange transport or to perform home visits because the patient has difficulty arranging transport. In these circumstances patients should seek transport help from relatives, friends or taxi firms.
Childcare issues for a patient
If a patient has difficulty arranging for someone to care for their children whilst attending appointments, the patients are welcome to bring their children to the surgery.
Whilst it is understood that having poor mobility is in convenient and unpleasant, GP surgeries re designed to cater for patients with restricted mobility, if patients are able to attend appointments at other healthcare settings, then they should also be expected to attend appointments in the surgery.
It is in the best interest of the child to attend the surgery where they can be properly assessed and treated. The Clinician can make a more informed clinical judgement when seeing the child in surgery.
If a parent believes that the child is too unwell to travel to surgery, and is a medical emergency then it would be advisable for them to seek help from the emergency services by calling 999.
Residents of care home
Care home residents are no different to patients in their own homes. The need to visit should be based upon clinical need, not the availability of transport or staff to attend the surgery. It is the responsibility of care facilities to make transport available for residents so that they can get to medical and non-medical appointments. Routine visit requests for care homes can be requested however will be deferred until appropriate clinical resource available.
Practice Telephone Calls
Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes. The purpose of call recording is to provide an exact record of the call which will:
- Protect the interests of both parties;
- Help improve Practice performance and best practice;
- Help protect Practice staff from abusive or nuisance calls;
- Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
- Establish the facts and assist in the resolution of any medico-legal claims made against the practice or its clinicians;
- A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy.
For further information please contact the surgery
Removal of patients from Practice List
REMOVAL OF PATIENTS FROM PRACTICE LIST
The Practice aims to provide the best possible health care for its patients. However there may be circumstances when it would be considered reasonable, or in the best interests of the patient, to remove patients from the list.
This protocol defines the practice guidelines for when it is reasonable to remove a patient from the practice list.
Reasons for removal from Practice List:
- When a patient is physically violent or threatening towards a doctor, a member of the practice staff or other patients on the practice premises.
- Causes physical damage to practice premises or other patient’s property.
- Gives verbal abuse or makes threats towards the doctor, practice staff or other patients
- · Gives racial abuse, orally or physically.
- · Is violent or uses or condones threatening behaviour to doctors (or some other members of the primary health care team) while visiting the patient’s home. Such behaviour may involve the patient, a relative, a household member, or pets (such as unchained dogs)
- · Where a patient fraudulently obtains drugs for non-medical reasons.
- · Deliberately lies to the doctor or other members of the primary health care team e.g. by giving a false name or false medical history) in order to obtain a service or benefit by deception.
- · Attempts to use the doctor to conceal or aid any criminal activity
- · Steals from practice premises.
- · Where a patient has moved out of the designated practice area and failed to register with another GP.
- · Embarkation.
- · Where a patient has moved abroad for a period of 3 months or more.
- · Failure to attend pre-booked appointments.
- · Where a patient fails to attend pre-booked appointments on a number of occasions during a given period.
- · Irretrievable breakdown of Doctor-Patient relationship
- · Where a patient’s behaviour falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor-patient relationship.
Statement of intent – Online Patient Services
Practice contact details
Practice name: Dordon & Polesworth Group Practice
Address: 162 Long Street, Dordon, Tamworth, Staffordshire, B78 1SY
Telephone: 01827 892893
Email address: firstname.lastname@example.org
Current online patient services
GP system supplier – EMIS
GP system version – EMIS Web
This practice plans to offer the facility for patients to view online, export or print detailed coded information held in their own records from 31st March 2016.
These dates are subject to the necessary NHS GP systems and software being available to the practice.
This practice currently offers the facility for patients:
- to book, view, cancel and print appointments online
- to order online, view and print a list of their repeat prescriptions for drugs, medicines or appliances
- to view online, export or print summary information from their record, relating to medications, allergies and adverse reactions.
We will publicise and promote our online services to our practice’s patients through the practice website, practice waiting room leaflets, posters and the Patient Participation Group.