Practice Policies & Patient Information
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients can request to see their medical records.
Requests should be made through the practice manager and may be subject to an administration charge.
No information will be released without the patient consent unless we are legally obliged to do so.
Complaints
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
Send your written complaint to:
The Practice Manager or if you prefer you may contact the complaints team at NHS England on 03003112233/email englandcontactus@nhs.net
Website: www.ombudsman.org.uk
Please see below, our complaints leaflet.
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation.
Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs.
These members of staff are bound by the same rules of confidentiality as the medical staff.
CQC Results
Please view our CQC results below…
Data sharing for planning and research
This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the GP Practice Privacy Notice for General Practice Data for Planning and Research
Did Not Attend (DNA) Policy
Policy statement
The purpose of this document is to provide guidance regarding the management of patients
who failed to attend their appointments. It is essential to make the best use of the GPs’
availability to ensure that all patients have access to appointments within an acceptable time
frame.
Status
This document and any procedures contained within it are non-contractual and may be
modified or withdrawn at any time.
Training and support
The practice will provide guidance and support to help those to whom it applies understand
their rights and responsibilities under this policy. Additional support will be provided to
managers and supervisors to enable them to deal more effectively with matters arising from
this policy.
Definition of terms
Did Not Attend
Failure to attend an appointment is commonly referred to as ‘Did Not Attend’ or DNA. For the
purpose of this policy, the acronym DNA will be used.
Policy
Statistical evidence
The effects of DNAs are:
• An increase in waiting times for patients
• A waste of clinicians’ time
• An adverse risk to patients’ health
Recording DNAs
All DNAs are to be recorded in each patient’s healthcare record and a letter will be sent out
within 1 week.
Preventative measures
In order to reduce the number of DNAs, the practice will:
• Enable patients to cancel appointments by calling the practice up to 1 hour before
the appointment time.
• Remind the patient via text when the appointment is booked and 1 day prior to
his/her appointment, staff will also telephone the patient to remind them of their
appointment on the following day for Practice Nurse and HCA appointments.
• Encourage patients to write down the information at the time of booking and repeat
this information to practice staff to confirm accuracy
Managing DNAs
If a patient fails to attend for an appointment, a letter will be sent to the patient
If the patient fails to attend a second appointment within a 12-month period, another letter
will be sent to the patient
If the patient fails to attend a third appointment within the same 12-month period, a decision
will be made by the practice manager and the partners as to whether the patient is to be
removed from the practice list and then write to the patient and notify PCSE, requesting the
patient to be removed from the practice list.
Patients who DNA 3 times within a 12-month period and who have received 3 letters and
have been deducted from the practice register will not be re-registered.
All letters are to be saved in each patient’s health records. Letters sent to patients are only
valid for a 12-month period.
By reducing the number of DNAs the practice will:
• Enhance the efficiency of clinical sessions
• Reduce costs
• Increase productivity
• Offer a more effective service to patients
Summary
DNAs continue to have a significant financial impact across the NHS. Having a robust
management system in place will help to reduce the number of DNAs at the practice of Dr I.
M. Raja & Partner and ensure that all patients have access to an appointment within an
acceptable time frame.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public.
All requests for information should be made to the practice manager.
GP Earnings
All GP practices are required to declare the mean earnings (e.g. average) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working at the surgery in the last financial year (2021-2022) was £85,000. This is for 2 GPs.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR).
It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website or the HSCIC Website
Downloads
Opt Out Form
Your Named GP
As part of the new GP Contract all patients now have a named GP and that GP will have overall responsibility for the care and support that Dr Mall and Partners provides to them.
They will also work with other relevant health and care professionals, who are involved in your care, to ensure that your care package meets your individual needs.
This does not mean that you will always have to see the same GP, you can see whichever GP you choose to, however, the named GP will ultimately be responsible for all your medical needs.