Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.

Complaints Procedure

Introduction

Manor Road Surgery, its GP’s and staff, always tries to provide the best possible service, however there may be times when a patient or a patient’s representative feels this has not happened.  The following information explains our complaints procedure.  This procedure is not able to deal with questions of legal liability or compensation.  If this procedure is used it will not affect the patient’s or the patient’s representative’s right to complain to NHS England or any other appropriate body.

First level resolution

The NHS Complaints procedure includes complaints made by a person about any matter connected with the provision of NHS Services by this practice.  Local resolution at practice level aims to resolve complaints quickly as close to the source of the complaint as possible.

1. Any patient or person affected or likely to be affected by the actions or decisions of the practice can make a complaint.  A complaint can also be made by someone acting on behalf of the patient or person but only with his or her written consent.  (In circumstances where the patient is unable to complain due to a medical condition, a doctor will determine the extent to which it is appropriate for written consent to be absent.)
2. A complaint can be made directly to the Practice Manager or to NHS England.

3. The practice manager will acknowledge receipt of the complaint within 2 working days.

4. The practice manager will investigate the complaint, which will include discussion with all persons involved.  A written report on the investigation will be sent to the complainant or the complainant’s representative within 2 weeks.  In addition the complainant will be given the opportunity to discuss the report findings at a meeting.

5. Issues raised by patients will be routinely discussed at Practice Meetings where possible

6. Complaint records will be kept in a separate file and not in the patient’s notes.

7. An Annual Review of patient complaints will be done to identify learning points and introduce any changes, if appropriate.  Discussion will take place at all appropriate staff levels in the practice.

Resolution at other levels

Ombudsman.  If the patient or the patient’s representative is unhappy with the response from NHS England or the practice, a request can be made to the Parliamentary and Health Service Ombudsman for an “Independent Review” of the case. The ombudsman can be contacted at: –

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

Telephone: 0345 015 4033
Email: [email protected]
Website: http://www.ombudsman.org.uk/make-a-complaint/how-to-complain

Disabled access is via the main entrance in Manor Road, where a mobile ramp can be placed at the front door. Please let the surgery know in advance if you need the ramp.

Please tell the receptionist if you wish to see a particular doctor. Otherwise you will be offered the first available appointment with any of the doctors. We will always try and accommodate you but it may sometimes be necessary to wait if you wish to see a particular doctor.

We are pleased that incidents of unacceptable behaviour in the surgery are rare.   We treat our patients with courtesy and respect and ask the same in return. We ask that you treat your GP and all other Practice Staff courteously.  It is important that our Surgery is always a safe place to work and visit. Any behaviour verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health.

Practice staff will always work with patients to resolve difficulties when they arise. This process is helped by a positive and calm manner from both the patient and staff member. If the patient displays hostile behaviour or an angry attitude this can make staff and other patients feel threatened.  This can be either face to face, during a telephone conversation, via email or written communication on posted on social media platforms.

The practice follows the NHS guidance concerning Zero Tolerance.

Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work is unacceptable and not tolerated.

This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language.

Staff should not be left upset and distressed following an interaction with a patient.

All instances of actual physical abuse or threatening behaviour on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

The General Medical Council states In Good Medical Practice that: “In rare circumstances, the trust between you (the Practice) and a patient may break down, and you may find it necessary to end the professional relationship. For example, this may occur if a patient has been violent to you or a colleague, has stolen from the premises, or has persistently acted inconsiderately or unreasonably.”

This includes unnecessarily persistent or unrealistic service demands that cause disruption.

Examples of this include, but are not limited to:

• Demanding to only speak to a specific team member
• Refusing appointments with an appropriate clinician for the presenting care need i.e. insisting on a GP appointment when seeing a pharmacist or nurse prescriber is most appropriate or refusing to see an available GP for your presenting care need when your preferred GP is unavailable
• Refusing to access the service in the appropriate manner i.e. sending emails/texts instead of using the NHS Digital approved digital consultation service
• Demanding a same day appointment for a routine clinical need – this deprives access to urgent care services for those who genuinely need it
• Contacting individuals directly via social media or personal email instead of through the practice contact channels

The practice has a finite number of available appointments and you may be directed to a clinician who is not a GP, or your preferred GP, but who is appropriately qualified to manage the presenting care need. We provide a named GP service but we cannot always accommodate requests to speak to the same GP due to high patient demand for appointments.

If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient breaches this policy, we have the right to remove the patient from our Practice list.

Examples of Unacceptable Standards of Behaviour

In exceptional circumstances, a breakdown may occur between a doctor and their patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.

Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first and final warning.

You will be removed from our patient list immediately when we have needed police assistance or have made a report to the police.

The following are example of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.

• Violence.
• Excessive noise e.g. recurrent loud or intrusive conversation or shouting.
• Threatening or abusive language involving swearing or offensive remarks.
• Racial or sexual remarks.
• Aggressive, forceful tone and/or language that upsets staff.
• Malicious allegations relating to members of staff, other patients or visitors.
• Offensive gestures or behaviours.
• Abusing alcohol or drugs on practice premises.
• Drug dealing on practice premises.
• Wilful damage to practice property.
• Threats or threatening behaviour.
• Theft.
• Persistent and/or unrealistic demands on the service
• Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms
• Not engaging with the staff positively
• Being pushy or trying to intimidate staff

This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list.  If you are unhappy with the practice we have a complaints procedure to assist you or you have the choice to register with another practice – there really is no need for unpleasant behaviour with these options available to support you.

This policy applies throughout premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

The policy includes patient’s representatives displaying unacceptable behaviour and in extreme circumstances the practice will ask the patient to nominate a new representative to speak on their behalf.

Patients will be warned if their behaviour is unacceptable and asked to stop.

• Where patients do not comply they will receive a FIRST BEHAVIOUR WARNING
• Where patient’s behaviour is unacceptable on a subsequent occasion, they will receive a FINAL BEHAVIOUR WARNING.
• Any further display of unacceptable behaviour will result in REMOVAL from the practice list.

We trust this policy is clear and supports a mutually respectful environment for patients and staff.