There are occasions when patients need to be assessed by a clinician which might involve intimate examinations.

We are committed to putting patients at ease whenever possible, and if you wish a chaperone to be present during your examination please do not hesitate to ask the clinician.

It may not be possible for such a chaperone to be provided immediately and you might have to return for the examination to be carried out at a mutually convenient time. Trust is important in the relationship between clinician and patient and we would, at all times, wish you to feel able to ask for a chaperone, should you require it

Care professionals in England use an electronic record called the Summary Care Record (SCR). This can provide those involved in your care with faster secure access to key information from your GP record.

What is additional information?

Additional information can be added to your SCR by your GP practice and is a summary of information about your medical history. It can include the following:

• Your long term health conditions such as asthma, diabetes, heart problems or rare medical conditions.
• Your relevant medical history – clinical procedures that you have had, why you
  need a particular medicine, the care you are currently receiving and clinical advice to support your future care.
• Your healthcare needs and personal preferences – you may have particular communication needs, a long term condition that needs to be managed in a articular way, or you may have made legal decisions or have preferences about your care that you would like to be known.
• Immunisations – details of previous vaccinations, such as tetanus and routine childhood jabs.

How will additional information help me?

Essential details about your healthcare can be very difficult to remember, particularly when you are unwell. Having additional information in your SCR means that when you need healthcare, you will be helped to recall this vital information. There are already clear benefits for your care from having medication, allergy and adverse reaction information available through your SCR. If you choose to add additional information, this can further increase the quality of your care.

Additional information can also empower you if you need some help to communicate your complex care needs.

Adding more information to your Summary Care Record

Please note that specific sensitive information such as any fertility treatments, sexually transmitted infections, pregnancy terminations or gender reassignment will not be included, unless you specifically ask for any of these items to be included.

How do I include additional information in my SCR?

Your GP practice may recognise that having additional information in your SCR will be of benefit to you and may suggest this change. Alternatively, you can discuss your wishes with your GP practice and agree that information should be added to your SCR. Additional information will only be included in your SCR after discussion between you and your GP practice, and only if you give your permission.

Once you have chosen to add additional information to your SCR, your GP practice will continue to do this and keep it up to date. Remember that you can change your mind at any time by simply informing your GP practice.

Children and the SCR

If you are the parent or guardian of a child under 16 and feel that they are old enough to understand, then you should make the information in this leaflet available to them and support them to come to a decision as to whether to supplement their SCR with additional information. If your child cannot understand and you believe that they may benefit from additional information in their SCR, then you can discuss this with your GP practice.

Vulnerable Patients and Carers

Certain vulnerable patient groups such as those with dementia or with detailed and complex health problems can particularly benefit from additional information in their SCR. If you are a carer for another person and believe that they may benefit from additional information in their SCR, then you can discuss this with them and their GP practice.

Where can I get more information?

For more information about Summary Care Records you can:

• Talk to the staff at your GP practice
• Visit: www.digital.nhs.uk/services/summary-care-records-scr/
• Phone the Health and Social Care Information Centre on 0300 303 5678

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

• fill out a feedback form
• take part in the Friends and Family Test
• phone us on 01263 724500

Complaints Procedure

How to complain

We aim to provide patients with the best care that we can but sometimes we will fall short of the mark. By telling us when we have not met your expectations we can continue to build and improve upon the services we offer. We can also make sure you receive an apology where this is appropriate.

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 a few 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 the details of your complaint within 12 months of the incident that caused the problem.

The Business Manager responsible for complaints is Katie Doughty to whom your complaint should be addressed. Alternatively you may ask for an appointment with Linda Marquis in order to discuss your concerns. She will explain the complaints procedure to you and 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 shall do

• Acknowledge your complaint within three working days.
• Invite you to agree a plan of how the complaint will be handled and agree a reasonable timescale for investigating and concluding the complaint.
• If you decline a discussion to agree a plan we will inform you in writing how the complaint will be investigated and the expected timescales.
• Once a complaint has been investigated a letter will be sent to you explaining how the complaint was investigated, the conclusion reached and any actions to be taken as a result of the findings.
• After investigation details of how to take the complaint to the NHS Ombudsman will be included with the conclusion of the complaint.

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. We will require this authorisation in writing from the patient whom you making the complaint on behalf of.

If you are dissatisfied with result of a practice investigation

We hope that, if you have a problem, you will use our practice complaints procedure.

We believe that this will give you the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you feel that you are dissatisfied with the result of our investigation you have the right to ask for an independent review through the Parliamentary and Health Service Ombudsman (PHSO) if you do not feel this issue has been resolved locally.

The contact details are:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Phone
0345 015 4033

Email
phso.enquiries@ombudsman.org.uk

Complaining about another NHS service (including hospitals)

Each organisation has their own complaints procedure. We can help you with a complaint concerning another organisation if this is required.

Complaining to NHS England

The NHS England contact centre details as follows:

BY POST

NHS England
PO Box 16738
Redditch
B97 9PT

Phone
0300 311 2233

Email
england.contactus@nhs.net

Need some independent help making your complaint?

The NHS Complaints Advocacy Service is a free and independent service that can

help you make a complaint about a National Health Service (NHS).

The NHS Complaints Advocacy Service is:

• Free
• Independent
• Confidential

Helpline
0300 330 5454

Website
NHS Complaints Advocacy

Your information

Mundesley Medical Centre takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.

Please use the links below to find more information about the practice and data protection.

• Transparency
• CCTV
• Telephone recording
• Case finding (ECLIPSE)
• Information Sharing Norfolk and Waveney
• Confidentiality
• Data sharing information
• Non-NHS work
• Summary care records

All GP Practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver GP services to patients at each practice.

The average pay for GPs working at Mundesley Medical Centre in the last financial year was
£108,731 before tax and National Insurance.

This is for 1 full time GP, 2 part time GPs and 2 locum GPs who worked in the Practice for more than 6 months.

Summary Care Record (SCR)

NHS England require practices to enable successful automated uploads of any changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR) or have published plans in place to achieve this by 31st of March 2015.

We can confirm that at this practice your SCR is already automatically updated on at least a daily basis to ensure that your information is as up to date as it can possibly be.

Having your Summary Care Record (SCR) available will help anyone treating you without your full medical record. They will have access to information about any medication you may be taking and any drugs that you have a recorded allergy or sensitivity to.

Of course if you do not want your medical records to be available in this way then you will need to let us know so that we can update your record. You can do this via or enhanced summery care record

GP to GP record transfers

NHS England require practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration).

We confirm that at this practice GP to GP transfers are already active and we send and receive patient records via this system.

If you leave your GP and register with a new GP, your medical records will be removed from your previous doctor and forwarded on to your new GP via NHS England. It can take your paper records several weeks to reach your new surgery.

With GP to GP record transfers your electronic record is transferred your new practice much sooner.

Patient online access to their GP record

As required by NHS England we are able to offer the facility to enable patients online access to appointments, prescriptions and a summary of patient information to include allergies and adverse reactions.

We confirm that at this practice we are able to offer you access to your full patient record for entries after 31st March 2017 and all historic coded entries.

All these services are provided by the SystmOne Online facility.

To request online access you will need to fill out our online registration form.

We assign all new and existing patients with a named accountable GP to oversee their care.

For patients aged 75 and over, the named accountable GP is responsible for:

• working with health and social care professionals to deliver a care package that meets the needs of the patient
• ensuring that these patients have access to a health check

Patients can still choose to see any GP in the surgery. We will make reasonable efforts to accommodate their preference.

If you have a preference or want to know who your named GP is, you can contact us for more information.

We are proud to be a learning environment, offering a wide range of learning experiences for all our staff and clinical students from apprenticeship level to GP.

This means that sometimes you will have an extra member staff involved in your care/interaction with the practice as the member of staff is being trained or assessed.

We hope you will be supportive of the development of our staff.

• We expect you to treat all our clinicians and staff with respect. We will not put up with violent or abusive patients and we may remove them from the practice list. You can view our zero tolerance statement here.
• If the clinicians need the receptionists to ask you for more information, please answer them as fully and clearly as possible.
• If you cannot keep an appointment, please let us know immediately.
• Our Practice staff are here to help you. Our aim is to be as polite and helpful as possible to all patients.
• If you consider that you have been treated unfairly or inappropriately, you can leave feedback using our online feedback form and staff will respond to your feedback as soon as possible.

The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that clinicians and their staff have a right to care for others without fear of being attacked or abused. This includes sexual harassment. No member of our team should be subject to comments about their physical appearance, sexual innuendo or uninvited verbal or physical advances.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your clinicians and their staff courteously and act reasonably.
All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

We will not accept patients who demonstrate these behaviours:

• Use force that results in physical
  injury or personal discomfort
• Use bullying behaviour
• Use bad language or shout
• Are rude both verbally and in
  writing
• Exhibit uncooperative and
  unreasonable behaviour
• Aggressive or violent behaviour
  towards our staff
• Vandalise property