Rose Medical Practice140 Fitzwilliam StreetHuddersfield, HD1 5PUTel: 01484 500921
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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.
Simply contact the Practice Manager and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception or via the link below.
When you contact us with a written complaint we need to then request consent from the party to whom the complaint applies, which might be you or someone else if you are complaining on behalf of another. This consent enables us to investigate the complaint by speaking to members of our team, by accessing the medical record, by speaking to other agencies involved in your care, and also, our Indemnity Insurance Provider.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area, via the link on our home page or via the Friends & Family Test. See also our Patient Group area accessible via the right hand side menu bar.
If you need help and support to make a complaint, please contact, CLOVERLEAF Kirklees Advocacy Service
9 Wellington Rd, Dewsbury WF13 1AU or Telephone: 01924 438438
Complaints Leaflet March 2019
Friends & Family Test
Clinical and administrative staff have access to patient information as well as certain staff employed by the local health authority. All NHS staff have a confidentiality clause their contracts which applies even after employment ends. Your rights are protected by our Policies and Procedures. For more information please contact the Practice Manager.
We will ask for your permission before passing your information on to other NHS agencies. Please find attached the leaflet ‘How We Use Your Personal Information’ and the 'Privacy Notice for Patients' below for more details on this and also how to gain access to your records should you require it (see also Access to Medical Records tab above).
How we use your personal information leaflet
The Practice FIO Publication Scheme is available at reception and on the link below which lists the non-confidential information we have readily available under the FOI Act.
Freedom of Information List
This Practice seeks to ensure that patients are afforded privacy and dignity, and are treated respectfully, in all appropriate circumstances where there is the potential for embarrassment or for the patient to feel “ill at ease”.
The requirement to respect patients is the responsibility of all staff, not just those in direct clinical contact with the patient. Vulnerable patients in this respect may include;
The Practice will not stereotype patients based on perceived characteristics and patients will be referred to with respect even in private discussions in the surgery. Patients will be addressed by their preferred method and titles (Mr, Mrs etc) will be used as a first preference by staff. Staff in reception will be willing to offer the facility of a private discussion with a receptionist if required.
Under no circumstances will staff enter through a closed consultation room / treatment room door without first knocking, and waiting for permission to enter (if occupied), or pausing to determine that the room is empty
Patients can choose the gender of clinician they see, where available, and will be able to wait or delay an appointment to see their choice of clinician. Where clinically urgent, patients will be encouraged to see a clinician appropriate for their “best care” however undue pressure is not appropriate.
Consultations will not be interrupted unless there is an emergency, in which case the room will be telephoned as a first step, before knocking at the door and awaiting specific permission from the clinician to enter. A chaperone will be offered where an examination is to take place. (See Chaperone Policy tab above)
Clinical staff will be sensitive to the needs of the individual and will ensure that they are comfortable in complying with any requests with the potential to cause embarrassment. Patients will be afforded as much time and privacy as is required to recover from the delivery of “bad news”, and the clinical staff will, where possible, anticipate this need and arrange their appointments accordingly.
Patients will be able to dress and undress privately in a Consulting/treatment room. Patients using this facility will be requested to advise the clinician when they are ready to be seen, and they will be afforded sufficient time to do this bearing in mind infirmity etc. A couch roll will be available in each examination / treatment room, changed after each patient, and the patient will be advised of its availability.
Patients will be given adequate opportunity, time and privacy for the provision of samples on the premises without feeling under duress or time limitation.
Patients with difficulty in understanding due to language may have a family member or friend available to interpret or assist although there may be occasions where an independent interpretation is required. Communication by staff to patients will be individual according to the needs of the individual patient (e.g. those with speech difficulties, hearing, or learning difficulties may need an individual approach).
Where an intimate examination is considered necessary to be performed on a patient with difficulty in understanding due to language or other issues (e.g. consent or cultural issues) it is recommended that a Chaperone or family member / carer should always be present. Patients who may have difficulty in undressing may be offered the services of a second (same gender) clinician or trained Chaperone to assist. Patients will be requested only to remove a minimum of clothing necessary for the examination.
Consultations in the patient’s home will be sensitive to the location and any other persons who may be present or may overhear.
Clinicians and staff will respect the dignity of patients and will not discuss issues arising from the above procedures unless in a confidential clinical setting appropriate to the care of the patient (respectful of the patient even when not there).
We operate the NHS Zero Tolerance Policy to safeguard staff and patient welfare. Our Team shall always show due respect and courtesy when dealing with Patients. In turn, we would request Patients to reciprocate the same. No form of aggression, verbal or physical in nature would be tolerated and may result in Patient removal and being reported to the Police. Sadly, we have had to remove patients from our list in the recent past.
The practice is committed to both eliminating discrimination and encouraging diversity amongst our workforce and in relation to our patients and service users. The practice and its staff will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, sexual orientation, religion or age. All employees, whether part-time, full-time or temporary, will be treated fairly and with respect. Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability. All employees will be helped and encouraged to develop their full potential to meet practice and personal needs.
The practice will:
It is unlawful for service providers to treat disabled people less favourably for a reason related to their disability, and “reasonable adjustments” for disabled people, such as providing extra help or making changes to the way they provide their services are now required, and this includes adjustments to physical features of premises to overcome physical barriers to disabled access.
We do not have the facility to provide Foreign Language Interpreters and would ask that you bring someone to accompany you who can interpret. For some appointments the clinician may be able to make use of a telephone interpreter service but this is not suitable for all types of consultation. Sign Language Interpreters can be arranged to accompany you to your appointment. We are able to book these for you with a minimum of 2 days notice.
The nature of general practice is such that guide dog / hearing dog (“assistance” dog) access is common and desirable.
Owners of assistance dogs will be given the opportunity to “tour” the Practice and the grounds with their assistance dog to enable the dog to become familiar with routes throughout the building, including those routes seldom used. This will include routes to and from:
As part of the high level of training an assistance dog receives there are unlikely to be any incidents giving rise to special concern, and the following aspects of these dogs on the premises are likely to be standard behaviour for these animals:
The Data Protection Act 1998, gives every living person the right to apply for access to his or her health records. The exception to this is the records of the deceased persons, which are still governed by the Access to Health Records Act 1990.
The Act does not give applicants the right to directly inspect their health records, although this can, of course, be agreed between themselves and the GP. However, it remains Practice policy that patients who wish to actually see what is written about them in their records should be allowed to do so, subject to some exemptions and unless there are compelling reasons to the contrary.
Please request access to your records in writing and give this to reception detailing the particular date period you wish to view or have copies of. From the date of your request being received with your consent, the surgery has one calendar month within which to process the request. If, in exceptional circumstances, it is not possible to comply within this period you will be informed.
The GP is responsible for approving all access requests. To comply with an access request the GP has must have sufficient information to;
Individuals are entitled to apply for access to their whole health record as it was at the time the request was received by the Practice, without giving a reason for their request. However, it is more likely that you will only want to see part of the record, therefore the request needs to confirm which aspects are required.
There are certain circumstances in which the GP may withhold information. Access may be denied, or limited, where;
NB: The decision to refuse access on the above grounds will be made by the GP.
You can find advice on the Information Commissioner's (ICO) website on how to make a subject access requests [ico.org.uk/sar] and information on their powers and the action they can take [ico.org.uk/action] or call them on 0303 123 1113.
Smoke free environment
We are required by law not to put our staff at risk of second-hand smoke. We therefore politely ask if you can do everything possible to provide a smoke free environment when a member of our staff visits you in your home.
There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination or procedure being carried out. In this practice, a chaperone is present as a safeguard for all parties (patient and practitioners) and is a witness to continuing consent of the procedure, however, a chaperone cannot be a guarantee of protection for either the examiner or examinee.
Generally patients inform reception if they are told to book a joint appointment for the Dr & Nurse but on occasion a patient may attend the GP with an acute issue and no other clinician is available. If that is the case, a trained receptionist may be used. Generally this will be a female member of staff although on occasions a male member of staff may be available if required.
Details of the examination including presence/absence of chaperone and information given must be documented in the patient’s electronic medical records by the clinician and chaperone. The appropriate clinical codes should be used and a clinical system template is provided for staff to record chaperone use on SystmOne.
If the patient expresses any doubts or reservations about the procedure and the healthcare professional feels the need to reassure them before continuing then it would be good practice to record this in the patient’s notes. The records should make clear from the history that an examination was necessary.
In any situation where concerns are raised or an incident has occurred and a report is required this should be completed immediately after the consultation.
The relationship between a patient and their practitioner is based on trust. A practitioner may have no doubts about a patient they have known for a long time and feel it is not necessary to offer a formal chaperone. Similarly studies have shown that many patients are not concerned whether a chaperone is present or not. However this should not detract from the fact that any patient is entitled to a chaperone if they feel one is required.
This policy is for the protection of both patients and staff and should always be followed. The key principles of communication and record keeping will ensure that the practitioner/patient relationship is maintained and act as a safeguard against formal complaints, or in extreme cases, legal action.
Gx Chaperone Policy v7 Apr15
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