Practice Policies

We know that some patients struggle to understand spoken English because either they do not speak or understand the language or they have medical reasons for why they need additional communication support when attending appointments at the surgery. If you feel you need an interpreter, you can either attend with a friend or family member to help you translate, or we are happy to arrange an interpreter for you.

For communication support, please try to give the surgery as much notice as possible for your appointments as we need 10 days’ notice in order to organise this for routine appointments.

Please ensure that you do not cancel appointments using the text back service if an interpreter has been booked for you as it is important we are notified so that we can cancel the interpreter services. Please also ensure we have plenty of notice if you need to rearrange an appointment with interpreter support.

Also, if you need to change or rebook an appointment we will need more time to be able to rebook the interpreter. Once appointments have been booked please do make sure you attend them as they are very costly to the NHS and extra time is always allowed for you.

What is Caldicott?

The Caldicott Principles help keep patient information safe and private. They ensure that the NHS and other health services only share personal details when necessary and always protect your privacy. These rules make sure your information is used properly and only by people who need it to provide care.

The eight Caldicott Principles are:

1. Justify the purpose – Only use patient information when necessary.
2. Use it only when absolutely necessary – Don’t use personal details if you don’t need to.
3. Use the minimum necessary – Only share the smallest amount of information required.
4. Access should be on a need-to-know basis – Only people who need it should see it.
5. Everyone must understand their responsibilities – Staff must keep information safe.
6. Follow the law – Always follow data protection laws.
7. The duty to share information can be as important as the duty to protect it – Sometimes, sharing information is necessary for patient care and safety.
8. Inform patients and service users about how their information is used – People have the right to know how their data is handled.

The Caldicott Guardian for Broad Street Health Centre (Provider: Dr Mittal and Partners) is Dr Mittal.

If you want to have someone with you during your appointment then you can request a chaperone. This could be a member of staff or a person of your choosing who is over 18 years of age. The clinician will consider whether or not it is appropriate for a relative or friend to act as a chaperone and may ask for a member of staff to also be present. Please let us know before your appointment if you would like a chaperone to be present.

If either the patient or the clinician would like a chaperone to be present or is uncomfortable with the choice of chaperone, the appointment may be delayed to a later date when an alternative chaperone is available.

The practice complies with the Data Protection Act. All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the Practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm.

All members of the primary health care team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality.

As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy.

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

Useful websites

• Confidentiality NHS Code of Practice
• Confidentiality Guidance

Introduction

Missed appointments are classified as “Did Not Attend” (DNA) – i.e. the patient did not turn up for the appointment and did not contact the surgery in advance to cancel / change appointment.

The effects of these are:

• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources
• A potential risk to the health of the patient

Policy

The policy will be displayed in the reception waiting area and on the surgery website.

If a patient fails to attend a pre-booked appointment on more than 3 occasions in the space of 12 months, an informal warning letter will be sent to the patient, advising them that a further occurrence could risk removal from the practice.

Whilst it is important to be consistent, there will be exceptions on an individual case-by-case basis.

If the patient fails to attend another appointment, the matter will be discussed at a practice meeting and a majority agreement will be reached as to whether the patient will be removed from the practice list. In this case a formal warning letter will be issued, and any further failed appointments will mean that the patient will be removed from our list.

Warning letters are valid for a period of 12 months.

The DNA must be coded onto the clinical system at each non-attendance.

The practice manager will be responsible for the issue of a monthly DNA clinical system report by clinician for clinician review. The clinician will then take the responsibility for informing the practice manager to send out letters to patients on an individual case-by-case basis.

Cancellation of appointments

If you are cancelling, please let us know as soon as possible, and at least 30 minutes before your appointment time. This will enable us to offer your appointment to someone else.

To cancel your appointment:

• use your NHS account (through the NHS website or NHS App)
• use the GP online system: Patient Access
• phone us on 0118 902 8300 during opening times

What is Duty of Candour?

Duty of Candour is an important rule in healthcare that means we must always be honest and open with patients, especially when something goes wrong with their care.

If a patient is harmed or there is a mistake, we must:

• Tell the patient what happened as soon as possible.
• Apologise and explain the situation clearly.
• Offer support and let them know what will be done to help.
• Learn from mistakes to make sure they don’t happen again.

This helps to build trust and ensures that patients always receive safe, honest, and high-quality care.

Here is a relevant leaflet for more information: Duty of Candour Leaflet

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 0118 902 8300

Making a complaint

We accept that there may be times when our service does not meet your expectations. If this is the case and you wish to make a complaint, you can in the first instance ask to speak to a member of the senior management team who will be able to address your concerns.

If you wish to make a formal complaint, you must do so in writing, addressing your letter to practice manager, deputy practice manager or reception manager.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a comments form is located in the waiting area for patients to fill in if they desire. The practice operates a formal complaints procedure, a copy of which is displayed in the waiting room.

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place
• Allow public access to information held by public authorities.

The Act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• who we are and what we do
• what we spend and how we spend it
• what our priorities are and how we are doing it
• how we make decisions
• our policies and procedures
• lists and registers
• the services we offer

You can request our publication scheme leaflet at the surgery.

Who can request information?

Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use. 

How should requests be made?

Requests must:

• be made in writing (this can be electronically e.g. email)
• state the name of the applicant and an address for correspondence
• describe the information requested

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information visit:

• Legislation GOV.UK

Purpose

This annual statement will be generated each year in January in accordance with the requirements of the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. It summarises:

• Any infection transmission incidents and any action taken (these will been reported in accordance with our significant event procedure)
• Details of any infection control audits undertaken, and actions undertaken
• Details of any risk assessment undertaken for prevention and control
• Any review and update of policies, procedures and guidelines

Infection prevention and control (IPC) lead

• Broad Street Health Centre has a Lead for infection prevention and control: Dawn Kennedy (prescribing paramedic)
• The IPC Lead is supported by: Elena Orr (practice manager) & Ian Kennedy (clinical lead AHCP).

This team keeps updated with infection prevention and control practices and share necessary information with staff and patients throughout the year.

Infection transmission incidents (significant event)

Significant events (which may involve examples of good practice as well as challenging events) are investigated in detail to see what can be learnt and to indicate changes that might lead to future improvements. All significant events are reviewed in monthly practice meetings and learning is cascaded to all relevant staff.

As a result of these events, whilst Broad Street Health Centre has not had any significant events concerning infection control this year, has:

• Continued with an annual infection control update for both clinical and non-clinical staff.
• Ensured infection control guidance remains accessible to all staff.

The annual infection prevention and control audit was completed by IK/EO in 2023.

As a result of the audit, the following things have been changed:

• New waiting room chairs have been procured.

Risk assessments

Risk Assessments are carried out so that best practice can be established and then followed. In the last year the following risk assessments were carried out/reviewed:

• Legionella (water) risk assessment: The practice has conducted/reviewed its water safety risk assessment to ensure that the water supply does not pose a risk to patients, visitors, or staff.
• Immunisations: As a practice we ensure that all of our agreed staff are up to date with their Hepatitis B immunisations and offered any occupational health vaccinations applicable to their role (i.e., MMR, Seasonal Flu, COVID). We take part in the National Immunisations campaigns for patients and offer vaccinations in house and via home visits to our patient population. We also offer DTP.
• Curtains: Disposable curtains are used in clinical rooms and are changed every 6 months according to manufacturer instructions. All curtains are regularly reviewed and changed more frequently if damaged or soiled.
• A COSHH (Control of Substance Hazardous to Heath) risk assessment was completed, and appropriate action taken.

Training

All our staff receives annual training in infection prevention and control.

All new staff receives infection control and hand washing training within 2 months of employment.

Infection control lead have an annual update. Information is then disseminated to the clinical team within the monthly education meeting, and to non-clinical staff via an annual training presentation.

The nurse team either attends an annual infection control update led by the infection prevention & control nurse for Berkshire West ICB or complete and annual e-learning update.

Infection control advice to patients

Patients are encouraged to use the alcohol hand sanitiser dispensers that are available throughout the surgery.

There are leaflets and posters available in the surgery on:

• MRSA
• Norovirus
• Chicken Pox and Shingles
• Influenza
• The importance of immunisations
• Recognising symptoms of TB

Policies

All infection prevention and control related polices are in date for this year.

Polices relating to infection prevention and control are available to all staff and reviewed and updated annually, and all are amended on an ongoing basis as current advice, guidance, and legislation changes.

Infection control policies are circulated amongst staff for reading and discussed at meetings on an annual basis.

Responsibility

It is the responsibility of everyone to be familiar with this Statement and their roles and responsibilities under this.

Review date: 31 January 2026

Responsibility for review

The infection prevention and control lead and the practice manager are responsible for reviewing and producing the annual statement.

Dawn Kennedy (IPC lead (prescribing paramedic)
Elena Orr (practice manager)
Ian Kennedy (clinical lead AHCP)
For and on behalf of Broad Street Health Centre

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.

All patient information guides are available in other languages. Please contact us stating which information guide you would like and in which language. Please inform us in advance of your visit if you require an interpreter during your consultation.

Ask the receptionist if you would like an interpreter booked.

Your information, what you need to know

This privacy notice explains why we collect information about you, how that information will be used, how we keep it safe and confidential and what your rights are in relation to this.

Why we collect information about you

Health care professionals who provide you with care are required by law to maintain records about your health and any treatment or care you have received. These records help to provide you with the best possible healthcare and help us to protect your safety. We collect and hold data for the purpose of providing healthcare services to our patients and running our organisation which includes monitoring the quality of care that we provide. In carrying out this role we will collect information about you which helps us respond to your queries or secure specialist services. We will keep your information in written form and/or in digital form.

Our Commitment to Data Privacy and Confidentiality Issues

As a GP practice, all of our GPs, staff and associated practitioners are committed to protecting your privacy and will only process data in accordance with the Data Protection Legislation.

This includes the General Data Protection Regulation (EU) 2016/679 (GDPR) now known as the UK GDPR, the Data Protection Act (DPA) 2018, the Law Enforcement Directive (Directive (EU) 2016/680) (LED) and any applicable national Laws implementing them as amended from time to time. The legislation requires us to process personal data only if there is a legitimate basis for doing so and that any processing must be fair and lawful.

In addition, consideration will also be given to all applicable Law concerning privacy, confidentiality, the processing and sharing of personal data including the Human Rights Act 1998, the Health and Social Care Act 2012 as amended by the Health and Social Care (Safety and Quality) Act 2015, the common law duty of confidentiality and the Privacy and Electronic Communications (EC Directive) Regulations.

Data we collect about you

Records which this GP Practice will hold or share about you will include the following:

• Personal Data – means any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

• Special Categories of Personal Data – this term describes personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation.

• Confidential Patient Information – this term describes information or data relating to their health and other matters disclosed to another (e.g. patient to clinician) in circumstances where it is reasonable to expect that the information will be held in confidence. Including both information ‘given in confidence’ and ‘that which is owed a duty of confidence’. As described in the Confidentiality: NHS code of Practice: Department of Health guidance on confidentiality 2003.

• Pseudonymised – The process of distinguishing individuals in a dataset by using a unique identifier which does not reveal their ‘real world’ identity.

• Anonymised – Data in a form that does not identify individuals and where identification through its combination with other data is not likely to take place

• Aggregated – Statistical data about several individuals that has been combined to show general trends or values without identifying individuals within the data.

How we use your information

Improvements in information technology are also making it possible for us to share data with other healthcare organisations for the purpose of providing you, your family and your community with better care. For example, it is possible for healthcare professionals in other services to access your record with or without your permission when the practice is closed.

Where your record is accessed without your permission it is necessary for them to have a legitimate basis in law. This is explained further in the Local Information Sharing at Appendix A.

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment. The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

• improving the quality and standards of care provided by the service
• research into the development of new treatments and care pathways
• preventing illness and diseases
• monitoring safety
• planning services
• risk stratification
• Population Health Management

Safeguarding of children or vulnerable adults

If we have significant concerns or hear about an individual child or vulnerable adult being at risk of harm, we may share relevant information with other organisations, such as local authorities and the Police, involved in ensuring their safety.

Statutory disclosures

Sometimes we are duty bound by laws to disclose information to organisations such as the Care Quality Commission, the Driver and Vehicle Licencing Agency, the General Medical Council, Her Majesty’s Revenue and Customs and Counter Fraud services. In these circumstances we will always try to inform you before we are required to disclose and we only disclose the minimum information that the law requires us to do so

This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations.

Confidential patient information about your health and care is only used like this where allowed by law or with consent. Pseudonymised or anonymised data is generally used for research and planning so that you cannot be identified. A full list of details including the legal basis, any Data Processor involvement and the purposes for processing information can be found in Appendix A.

How long do we hold information for?

All records held by the Practice will be kept for the duration specified by national guidance from Records Management Code of Practice – NHSX. Once information that we hold has been identified for destruction it will be disposed of in the most appropriate way for the type of information it is. Personal confidential and commercially confidential information will be disposed of by approved and secure confidential waste procedures. We keep a record of retention schedules within our information asset registers, in line with the Records Management Code of Practice for 2021.

Individuals Rights under UK GDPR

Under UK GDPR 2016 the Law provides the following rights for individuals. The NHS upholds these rights in a number of ways:

1. The right to be informed
2. The right of access
3. The right to rectification
4. The right to erasure (not an absolute right) only applies in certain circumstances
5. The right to restrict processing
6. The right to data portability
7. The right to object
8. Rights in relation to automated decision making and profiling

Your right to opt out of data sharing and processing

The NHS Constitution states, ‘You have a right to request that your personal and confidential information is not used beyond your own care and treatment and to have your objections considered’.

Type 1 Opt Out

This is an objection that prevents an individual’s personal confidential information from being shared outside of their general practice except when it is being used for the purposes of their individual direct care, or in particular circumstances required by law, such as a public health screening, or an emergency like an outbreak of a pandemic disease. If patients wish to apply a Type 1 Opt Out to their record, they should make their wishes known to the Practice Manager.

National data opt-out (NDOO)

The national data opt-out was introduced on 25 May 2018, enabling patients to opt-out from the use of their data for research or planning purposes, in line with the recommendations of the National Data Guardian in her Review of Data Security, Consent and Opt-Outs. The national data opt-out replaces the previous ‘Type 2’ opt-out, which required NHS Digital not to use a patient’s confidential patient information for purposes beyond their individual care, for Planning or Research. Any patient that had a type 2 opt-out recorded on or before 11 October 2018 has had it automatically converted to a national data optout. Those aged 13 or over were sent a letter giving them more information and a leaflet explaining the national data opt-out.

To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:

• See what is meant by confidential patient information
• Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
• Find out more about the benefits of sharing data
• Understand more about who uses the data
• Find out how your data is protected
• Be able to access the system to view, set or change your opt-out setting
• Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
• See the situations where the opt-out will not apply

Right of Access to your information (Subject Access Request)

Under Data Protection Legislation everybody has the right of access to, or request a copy of, information we hold that can identify them, this includes medical records. There are some safeguards regarding what patients will have access to and they may find information has been redacted or removed for the following reasons;

• It may be deemed to risk causing harm to the patient or others
• The information within the record may relate to third parties who are entitled to their confidentiality, or who have not given their permission for the information to be shared

Patients do not need to give a reason to see their data. And requests can be made verbally or in writing. Although we may ask them to complete a form in order that we can ensure that they have the correct information required.

Where multiple copies of the same information is requested, the surgery may charge a reasonable fee for the additional copies. Patients will need to provide proof of identity to receive this information. We will not share information relating to you with other individuals without your explicit instruction or without sight of a legal document.

Patients may also request to have online access to their data, they may do this via the NHS APP, or via the practice’s system. If you would like to access your GP record.

Patients may access their Covid passport via the NHS COVID Pass – NHS (www.nhs.uk), the practice cannot provide this document as it is not held in the practice record. If you have any issues gaining access to your Covid Passport or letter you should call: 119

Change of details

It is important that you tell the surgery if any of your contact details such as your name or address have changed, or if any of your other contacts details are incorrect including third party emergency contact details. It is important that we are made aware of any changes immediately in order that no information is shared in error.

Mobile telephone number

If you provide us with your mobile phone number, we will use this to send you text reminders about your appointments or other health related information. It is within our legal duty as a public authority to keep our patients updated with important information. We also use the NHS Account Messaging Service provided by NHS England to send you messages relating to your health and care. You need to be an NHS App user to receive these messages. Further information about the service can be found at the privacy notice for the NHS App managed by NHS England.

Email address

Where you have provided us with your email address, we will use this to send you information relating to your health and the services we provide. If you do not wish to receive communications by email, please let us know.

Notification

Data Protection Legislation requires organisations to register a notification with the Information Commissioner to describe the purposes for which they process personal and sensitive information.

We are registered as a Data Controller and our registration can be viewed online in the public register at: www.ico.org.uk

Any changes to this notice will be published on our website and in a prominent area at the Practice.

Data Protection Officer

Should you have any data protection questions or concerns, please contact our Data Protection Officer via the surgery at: bobicb-bw.bshc@nhs.net.

What is the right to know?

The Freedom of Information Act 2000 (FOIA) gives people a general right of access to information held by or on behalf of public authorities, promoting a culture of openness and accountability across the public sector. You can request any non-personal information that the GP Practice holds, that does not fall under an exemption. You may not ask for information that is covered by the Data Protection Legislation under FOIA. However, you can request this under a right of access request – see section above ‘Access to your information’.

Right to Complain

If you have concerns or are unhappy about any of our services, please contact the Practice Manager via email address: bobicb-bw.bshc@nhs.net 0r via the ICO details listed below.

For independent advice about data protection, privacy, and data-sharing issues, you can contact:
The Information Commissioner,
Wycliffe House,
Water Lane,
Wilmslow,
Cheshire,
SK9 5AF

Phone: 0303 123 1113
Website: www.ico.org.uk/global/contact-us

The NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. It sets out the rights patients, the public and staff are entitled to. These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programs available to you, confidentiality, information, and your right to complain if things go wrong.

General practice data for planning and research (GPDPR), NHS Digital

• General Practice Data for Planning and Research (GPDPR) – NHS Digital

We are working with the Berkshire West Primary Care Alliance as part of a Community Wellness Outreach Project to increase NHS health checks, we are using third party providers who will have access to aspects of patient data only where this would be relevant. All parties have completed a Data Protection Impact Assessments. If you have any questions, please get in touch with RVA at 0118 304 8841.

We hope you find this information useful and that you will choose not to opt out of sharing your data.

Appendix A

• The practice will share patient information with these organisations where there is a legal basis to do so: download the list.

About your Summary Care Record

Your Summary Care Record contains important information about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced.

Allowing authorised healthcare staff to have access to this information will improve decision making by doctors and other healthcare professionals and has prevented mistakes being made when patients are being cared for in an emergency or when their GP practice is closed.

Your Summary Care Record also includes your name, address, date of birth and your unique NHS Number to help identify you correctly.

You may want to add other details about your care to your Summary Care Record. This will only happen if both you and your GP agree to do this. You should discuss your wishes with your GP practice.

Healthcare staff will have access to this information, so that they can provide safer care, whenever or wherever you need it, anywhere in England.

FAQs

Who can see my Summary Care Record?

Healthcare staff who have access to your Summary Care Record:

• need to be directly involved in caring for you
• need to have an NHS Smartcard with a chip and passcode
• will only see the information they need to do their job and
• will have their details recorded every time they look at your record

Healthcare staff will ask for your permission every time they need to look at your Summary Care Record. If they cannot ask you (for example if you are unconscious or otherwise unable to communicate), healthcare staff may look at your record without asking you, because they consider that this is in your best interest.

If they have to do this, this decision will be recorded and checked to ensure that the access was appropriate.

What are my choices?

You can choose to have a Summary Care Record or you can choose to opt out.

If you choose to have a Summary Care Record and are registered with a GP practice, you do not need to do anything as a Summary Care Record is created for you.

If you choose to opt out of having a Summary Care Record and do not want a SCR, you need to let your GP practice know by filling in and returning an opt-out form. Opt-out forms can be downloaded from the website or from your GP practice.

If you are unsure if you have already opted out, you should talk to the staff at your GP practice. You can change your mind at any time by simply informing your GP practice and either filling in an opt-out form or asking your GP practice to create a Summary Care Record for you.

Children and the Summary Care Record

If you are the parent or guardian of a child under 16, you should make this information available to them and support the child to come to a decision as to whether to have a Summary Care Record or not.

If you believe that your child should opt-out of having a Summary Care Record, we strongly recommend that you discuss this with your child’s GP. This will allow your child’s GP to highlight the consequences of opting-out, prior to you finalising your decision.

Where can I get more information?

For more information about Summary Care Records you can

• talk to the staff at your GP practice
• phone the Health and Social Care Information Centre on 0300 303 5678
• Read Summary Care Record – NHS England Digital

With the introduction of new data protection laws (GDPR) we are required to have your permission if you wish for a third party to collect any items (e.g. prescription, letters, blood requests) on your behalf.

Please come into the practice to complete the relevant form.

Broad Street Health Centre is in the process of becoming a training practice.

On certain occasions there may be medical students present during consultations, please be assured that this will only occur with patient consent.

Patient’s rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect
• You will be treated as a partner in the care and attention that you receive
• All aspects of your visit will be dealt with in privacy and confidence
• You will be seen by a doctor of your choice subject to availability
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you, however you may be asked to be seen on your own during the consultation
• Repeat prescriptions will normally be available for collection within two working days of your request
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws

Patient’s responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
• Please ensure that you order your repeat medication in plenty of time allowing 72 working hours
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• Please follow up any test or investigations done for you with the person who has requested the investigation
• Attend appointments on time and check in with reception
• Patients who are more than 10 minutes late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings

NHS constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

• • UK – The NHS Constitution for England

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 doctors and their staff have a right to care for others without fear of being attacked or abused.

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 doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a first incident or removed from the practice list after a second 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.