The practice prides itself in maintaining professional standards. For certain examinations during consultations an impartial observer (a “chaperone”) will be required. Please contact our reception team in advance if you wish to have a chaperone with you during your appointment.

This impartial observer will be a practice nurse or healthcare assistant who is familiar with the procedure, and be available to reassure and raise any concerns on your behalf. If a nurse in unavailable at the time of your consultation then your examination may be re-scheduled for another time.

You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.

The role of a chaperone:

• Maintains professional boundaries during intimate examinations.
• Acknowledges a patient’s vulnerability.
• Provides emotional comfort and reassurance.
• Assists in the examination.
• Assists with undressing patients, if required.

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the practice manager.

Access to medical records

The practice is registered and complies with the Data Protection Act 2018. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the practice manager for further information.

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.

The practice welcomes patients’ comments and suggestions on how to improve on the services we offer our patients. We have a comment and suggestion box situated in the main entrance area; the box is checked regularly and the contents discussed at practice meetings. We also welcome feedback on anything that our patients feel we are doing well.

Giving feedback

To provide feedback:

• take part in the Friends and Family Test
• use our online form
• use the Klinik online service
• phone us on 01767 682525

Making a complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please ask to speak to the office manager or the practice manager, who will try to resolve the issue. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately, please let us have details of your complaint in writing within the following timescales:

• Within 12 months of the incident that caused the problem, or
• Within 12 months of the event, or
• Within 12 months of you realising that you have something to complain about.

The practice will acknowledge your complaint within three working days (or as soon as is reasonably possible) and you will receive a written summary and conclusion within ten working days (or as soon as is reasonably practicable). When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

This part of the process is called ‘local resolution.’

If you need further advice, you can also contact NHS 111 or the local Citizens Advice Bureau.

A summary of complaints received throughout the year is discussed quarterly by the doctors and practice manager.

Complaining to other authorities

The practice management team hope that if you have a problem you will use the practice complaints procedure. However, if you feel you cannot raise your complaint with us, you can contact;

NHS England phone: 0300 311 22 33

NHS England is there to help you with any issues or worries you may have about a service you or someone you care for is receiving and to help resolve issues before they become complaints.

If you need help with making your complaint you can contact;

The Health Complaints Advocacy Services phone: 0845 456 1082

HCAS is a national service that supports people who want to make a complaint about their NHS care or treatment. Your local HCAS service can be found at; POhWER, Hertland House, Primett Road, Stevenage, Herts, SG1 3EE.

Ombudsman

If you remain unhappy with the response after local resolution and independent review, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033. Millbank Tower, Millbank, London, SW1P 4QP.

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission.

Website: www.cqc.org.uk

Complaining on behalf of someone else

Please note that Sandy Health Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required.

The complaints procedure is reviewed annually.

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.

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/fax).
• 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, please see:

• Legislation GOV.UK

Please view our GDPR information in our printable GDPR Leaflet.

All GP practices are required to declare the mean earnings (average pay) for GP’s working to deliver NHS services to patients at each practice.

The average pay for GPs working in Sandy Health Centre practice in the financial year ended 31 March 2023 was £54,141 before tax and national insurance.

This is for 3 full time GPs and 1 salaried GP who worked in the practice for more than 6 months.

Sandy Health Centre is committed to providing you with the highest quality of care. To enhance our service, we now have access to Heidi Health, an AI-powered medical scribe.

To enhance the quality and efficiency of our consultations, clinicians (your GP or a member of the multidisciplinary team within practice) may use Heidi Health AI Scribe during your appointment. You can click here to visit their website and learn more about them.

What is Heidi Health?

Heidi Health is an advanced AI medical scribe designed to transcribe patient visits, generate clinical notes, complete documentation, and dictate letters.

It uses artificial intelligence to document medical notes, ensuring your clinician can focus on actively listening to your concerns and delivering personalised care, rather than spending time manually recording the notes themselves.

Any information that is captured is reviewed and approved before being saved in the medical record. There is no element of the AI programme influencing or advising the clinician’s thinking or decision-making process – Heidi Health is purely a note-taking tool, not a clinical assistance programme.

Benefits of Using Heidi Health

• Improved Consultations: Allows clinicians to focus solely on you, the patient, during your appointment.
• Accurate Documentation: Helps create precise, clear, and detailed medical notes for the patient record that can be reviewed and edited as needed.
• Time Efficiency: Streamlines administrative tasks, giving clinicians more time to spend with their patients.

Protecting your Data

Your privacy and comfort are our top priorities. Heidi Health AI Scribe only processes information discussed during your appointment and operates within strict privacy and data protection regulations

• Data Security: Heidi Health AI Scribe complies with UK data protection laws, ensuring that your information is handled securely and confidentially.
• Data Protection Officer: The Heidi Health Data Protection Impact Assessment has been reviewed and approved by the Data Protection Officer for our practice.
• Data Security and Privacy: Heidi Health adheres to stringent UK compliance frameworks, including the Data Protection Act, UK GDPR, and NHS standards. This ensures that your personal information is handled securely and confidentially.
• Local Data Hosting: All data is hosted within the UK, enhancing security and compliance with local data protection regulations.
• Temporary Data Storage: Audio recordings used for generating notes are not stored permanently. They are processed and then deleted, ensuring your data remains private and secure.

If you prefer that your clinician not use Heidi Health to assist with note-taking, please inform them, and they can ensure it is not activated for your consultation.

All patients at Sandy Health Centre have a named, accountable doctor who is responsible for coordinating their care. If you do not know who your named GP is, please ask a member of our reception team.

Your named doctor will be allocated to you by the practice. You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.

If you have a preference and would like to request a particular doctor at the practice to be your named GP, please talk to one of our receptionists.

The practice cannot guarantee that you will be able to see the same GP each time you visit, but we will do our best to accommodate your request.

Charges For Non-NHS Services (Private Charges) Explained

Why do GPs charge fees? Your questions answered.

Isn’t the NHS supposed to be free?

The National Health Service provides most health care to most people free of charge, but there are exceptions, for example, prescription charges, and there are numerous other services for which fees are charged. This is because the service is not covered by the NHS, for example, medical reports for insurance companies, claim forms for referral to private care, and other letters and forms that require the GP to review the patient’s medical record.

Surely the GP is being paid anyway?

GPs are not employed by the NHS. They are self-employed and must cover their costs (staff, buildings, heating, lighting, etc) in the same way as any small business. The NHS pays the doctor for specific NHS work, but for non-NHS work, the fee has to cover the GP costs.

What is covered by the NHS and what is not?

The government’s contract with GPs covers medical services to NHS patients. In recent years, more and more organisations have been involving GPs in a wide range of non-medical work.

Examples of non-NHS services for which GPs can charge their NHS patients are;
• Certain travel vaccinations
• Private medical insurance reports
• Holiday cancellation claim forms
• Referral for private care forms
• Letters/forms requested by, or on behalf of, the patient
Examples of non-NHS services for which GPs can charge other institutions are;
• Medical reports for an insurance company
• Some reports from DSS/Benefits agency
• Examinations of local authority employees

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his / her patients. GPs have a very heavy workload, and paperwork takes up an increasing amount of their time.

I only need a GP’s signature. What is the problem?

When a GP signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. Therefore, to complete even the simplest forms, the GP needs to check the patient’s entire medical record. Carelessness or an inaccurate report can have serious consequences for the GP.

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions, for example, a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients. Whilst GPs will always attempt to assist their patients with completing forms, for example, for
insurance purposes, they are not required to do such non-NHS work.

How long will it take to process my request?

We aim to complete all requests within three weeks of receiving them and will promptly notify you once an update is available.
We understand that some patients may require non-NHS services to be completed urgently. While we will make every effort to complete the work promptly, we cannot guarantee that it will be done within the specified timeframe. You can search online for private medical companies that may be able to help you more quickly.

Fees

All fees must be paid by cash or card on collection.

You can find a list of our current fees below – please note that our website may not reflect accurate fees if it has not been updated.

Here’s your data formatted into a table:

1. Introduction

1.1 Policy Statement

Sandy Health Centre Medical Practice

This policy sets out how Sandy Health Centre will ensure that all patients are aware that the practice hosts a number of clinical and non-clinical personnel (student nurses, doctors, paramedics, those undertaking work experience) who will be referred to as ‘observers’ herein, for whom observing clinical consultations is beneficial for their professional development and learning. It is acknowledged that this, at times, can be perceived as intrusive by the patient and in such instances the trainee/observer will be asked to leave the consultation room.

1.2 Status

The practice aims to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have in regard to the individual protected characteristics of those to whom it applies.

This document and any procedures contained within it are non-contractual and may be modified or withdrawn at any time. For the avoidance of doubt, it does not form part of your contract of employment.

1.3 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.

2. Scope

2.1 Who It Applies To

This document applies to all employees of the practice. Other individuals performing functions in relation to the practice, such as agency workers, locums, and contractors, are encouraged to use it.

2.2 Why and How It Applies To Them

All clinical staff may at some point be asked to host an observer at Sandy Health Centre. Therefore, it is essential that clinical personnel are fully aware of their individual responsibilities when hosting such individuals, which will ensure that the patient’s privacy is respected at all times.

3. Definition of Terms

3.1 Observer

A person who watches what happens but has no active part in it. (Cambridge Dictionary)

3.2 Voluntary Consent

The decision to consent or not to consent must be made by the individual patient and must not be influenced by healthcare professionals, friends, or family members.

3.3 Capacity

The person must be capable of giving consent, which means that they fully understand the information given to them and can use it to make an informed decision.

4. Policy

4.1 Raising Patient Awareness

At Sandy Health Centre, the observer policy is clearly displayed in the waiting area, in all clinical areas, and annotated in the practice leaflet as well as on the practice website. When a patient arrives for their appointment, where applicable, they must be notified that the clinician they are about to see has an observer with them. They are to be offered the opportunity to request that the observer is not present during the consultation at the point of booking in for their appointment. The receptionist is then to advise the clinician using the clinical messaging system.

4.2 Reaffirming the Patient Decision

Upon greeting the patient in the consultation room, the clinician responsible for hosting and supervising the observer is to greet the patient using the following suggested wording:
“Good morning/afternoon, [state patient name]. I have [introduce observer] with me today, who’s a [state role, e.g., student nurse]. Are you happy for them to witness the consultation today? This is completely your decision and if you’re not happy, they’ll leave the consultation room.”

If the patient agrees to allow the observer to remain, this must be clearly documented in the patient’s healthcare record.

4.3 Considerations

In a diverse multicultural society, it is important to acknowledge the spiritual, social, and cultural factors associated with the patient population. Clinicians must respect the patient’s wishes and act accordingly to ensure that trust between the clinician and the patient is maintained.

Local guidance should be sought regarding patients who are suffering from mental illness or those with learning difficulties. A relative or carer will prove to be a valuable adjunct to an observer.

4.4 Confidentiality

Observers are to ensure that they adhere to the practice’s Caldicott and information governance policies. The clinician leading the consultation must reassure the patient that all observers at Sandy Health Centre fully understand their obligation to maintain confidentiality at all times.

5. Summary

It is essential that all patients are aware that Sandy Health Centre, from time to time, will host observers. They must also be informed that an observer will only be present if they give voluntary consent; if they opt not to do so, an observer will not be present during the clinical consultation. Effective communication and adherence to this policy will reduce confusion and ensure that patients continue to be content with the level of service provided.

Sandy Health Centre (the Practice)

Data Protection Privacy Notice for Members of Sandy Health Centre Patient Participation Group (PPG)

Introduction

This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

This privacy notice applies to personal information processed by or on behalf of the practice. This Notice explains:

• Who we are, how we use your information, and our Data Protection Officer
• What kinds of personal information about you do we process?
• What are the legal grounds for our processing of your personal information (including when we share it with others)?
• What should you do if your personal information changes?
• For how long your personal information is retained by us?
• What are your rights under data protection laws?

The UK General Data Protection Regulation (UK GDPR) became law on 24th May 2016. This is a regulation on the protection of confidential and sensitive information. It entered into force in the UK on 25th May 2018, repealing the Data Protection Act (1998), supplemented by the Data Protection Act 2018.

For the purpose of applicable data protection legislation (including but not limited to the UK General Data Protection Regulation (Regulation (UK) 2016/679) (the “UKGDPR”), and the Data Protection Act 2018, the practice responsible for your personal data is Sandy Health Centre.

This Notice describes how we collect, use, and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights.

This Privacy Policy applies to the personal data collected from members of the PPG.

What is the Patient Participation Group (PPG)?

Sandy Health Centre has established a PPG to help us gather views and experiences from people who use our services. The PPG aims to allow our service users to be actively engaged and involved in decision-making to help shape our services and culture, with the aim of supporting high-quality, sustainable services.

How We Use Your Information and the Law

Sandy Health Centre will be what’s known as the ‘Controller’ of the personal data you provide to us. Participation in the PPG is entirely voluntary. If you are interested in joining our PPG, you will need to email office.sandy@nhs.net or speak to a member of staff.

If you have expressed an interest in attending our PPG, we will collect the following information about you:

• Name
• Contact number
• Email address
• Preferred contact method
• Age
• Ethnicity
• Area in which you live

Your information will be used to:

• Keep a register of current members
• Contact you with details of PPG meetings
• Progress any comments or suggestions
• Collect views and experiences from people from a range of equality groups

You may be asked for your views and experiences in relation to:

• How the Practice can achieve its aims in providing the best possible provision to its patients
• Developments in the community that may impact healthcare
• What other health services are doing and providing feedback to the Practice
• What patients and individuals who have not accessed our services think of the Practice

A standard PPG will be held every three months, but we may hold additional PPGs for more bespoke topics. We will inform you whether the PPG will be held in person or via video conference. Where PPGs are held remotely, we will provide instructions for joining ahead of the meeting.

Each PPG will, where possible, have up to 12 participants in attendance, plus relevant healthcare team members. Your identity and any views or comments you express at the PPG will therefore be shared with the other attendees.

How Do We Lawfully Use Your Data?

As a healthcare provider, we are regulated by the Care Quality Commission (CQC) and have established our PPG to support us in meeting our CQC requirements. Specifically, the PPG assists us in responding to the CQC’s Key Lines of Enquiry relating to the ‘well-led’ domain.

The output of the PPG will be used to help influence how we provide our healthcare services, which we have been commissioned to provide under the NHS Act 2006 and the Health and Social Care Act 2012.

• Article 6 (1) (e) – the processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.
• Article 9 (2) (h) – processing is necessary for the provision of health or social care or treatment or the management of health or social care systems and services.

Changing Your Mind

You can withdraw from the PPG at any time. We will remove your contact details from our PPG register, and you will not receive any further contact relating to our PPG.

If you wish to withdraw from the PPG, please email office.sandy@nhs.net.

Your direct care will not be impacted in any way should you choose not to take part.

How Do We Maintain the Confidentiality of Your Records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

• Data Protection Act 2018
• The UK General Data Protection Regulation 2016
• Human Rights Act 1998
• Common Law Duty of Confidentiality
• NHS Codes of Confidentiality, Information Security, and Records Management

We will only ever use or pass on information about you if others who have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e., life or death situations) where the law requires information to be passed on.

Our practice policy is to respect the privacy of our members and to maintain compliance with the UK General Data Protection Regulation (UK GDPR) and all UK-specific Data Protection Requirements. Our policy is to ensure all personal data will be protected.

All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement.

Where Do We Store Your Information Electronically?

All the personal data we process is processed in the UK. However, for the purposes of IT hosting and maintenance, this information may be located on servers within the European Union.

No third parties have access to your personal data unless the law allows them to do so, and appropriate safeguards have been put in place. We have a Data Protection regime in place to oversee the effective and secure processing of your personal and special category (sensitive, confidential) data.

Who Are Our Partner Organisations?

We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations:

• NHS Commissioning Support Units
• Clinical Commissioning Groups
• NHS England (NHSE) and NHS Digital (NHSD)
• Local Authorities
• CQC
• Private Sector Providers providing employment services
• Other ‘data processors’ (whom you will be informed of)

You will be informed who your data will be shared with and, in some cases, asked for consent for this to happen when required.

We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor for Sandy Health Centre, an appropriate contract (Article 24-28) will be established for the processing of your information.

How Long Will We Store Your Information?

We are required under UK tax law to keep your information and data for the full retention periods as specified by NHS England, which currently is up to 6 years.

How Can You Access, Amend, or Move the Personal Data That You Have Given to Us?

Even if we already hold your personal data, you still have various rights in relation to it. To get in touch about these, please contact us. We will seek to deal with your request without undue delay and, in any event, in accordance with the requirements of any applicable laws.

Please note that we may keep a record of your communications to help us resolve any issues which you raise.

• Right to Object: If we are using your data because we deem it necessary for our legitimate interests to do so, and you do not agree, you have the right to object. We will respond to your request within 1 month (although we may be allowed to extend this period in certain cases). Generally, we will only disagree with you if certain limited conditions apply.
• Right to Withdraw Consent: Where we have obtained your consent to process your personal data for certain activities (e.g., for a research project), or consent to market to you, you may withdraw your consent at any time.
• Right to Erasure: In certain situations (e.g., where we have processed your data unlawfully), you have the right to request us to “erase” your personal data
  • We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases) and will only disagree with you if certain limited conditions apply.

• Right of Data Portability: If you wish, you have the right to transfer your data from us to another data controller.

Access to Your Personal Information

Data Subject Access Requests (DSAR): You have the right under Data Protection legislation to request access to view or obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. To request this, you need to do the following:

• Your request should be made in writing to the Practice
• There is no charge to have a copy of the information held about you
• We are required to respond to you within one month

What Should You Do If Your Personal Information Changes?

You should tell us so that we can update our records. Please contact the Practice Manager as soon as any of your details change. This is especially important for changes of address or contact details (such as your mobile phone number). The practice will, from time to time, ask you to confirm that the information we currently hold is accurate and up to date.

Objections / Complaints

Should you have any concerns about how your information is managed at the Surgery, please contact the GP Practice Manager or the Data Protection Officer as below. If you are still unhappy following a review by the GP practice, you have a right to lodge a complaint with a supervisory authority:

Information Commissioner’s Office:
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 01625 545745
https://ico.org.uk/

Data Protection Officer Contact Details:

The Practice Data Protection Officer is Paul Couldrey of PCIG Consulting Limited. Any queries in regard to Data Protection issues should be addressed to him at:

Email: Couldrey@me.com
Postal Address:
PCIG Consulting Limited,
7 Westacre Drive,
Quarry Bank,
Dudley,
West Midlands,
DY5 2EE

Changes:

It is important to point out that we may amend this Privacy Notice from time to time. If you are dissatisfied with any aspect of our Privacy Notice, please contact the Practice Data Protection Officer.

All patients registered with a GP have a Summary Care Record, unless they have chosen not to have one.

The information held in your Summary Care Record gives registered and regulated healthcare professionals, away from your usual GP practice, access to information to provide you with safer care, reduce the risk of prescribing errors and improve your patient experience.

Your Summary Care Record contains basic (Core) information about allergies and medications and any reactions that you have had to medication in the past.

Some patients, including many with long term health conditions, previously have agreed to have additional information shared as part of their Summary Care Record.

This additional information includes information about significant medical history (past and present), reasons for medications, care plan information and immunisations.

Change to information held in your Summary Care Record

In light of the current emergency, the Department of Health and Social Care has removed the requirement for a patient’s prior explicit consent to share additional information as part of the Summary Care Record.

This is because the Secretary of State for Health and Social Care has issued a legal notice to healthcare bodies requiring them to share confidential patient information with other healthcare bodies where this is required to diagnose, control and prevent the spread of the virus and manage the pandemic.

This includes sharing additional information through Summary Care Records, unless a patient objects to this.

If you have already expressed a preference to only have core information shared in your Summary Care Record, or to opt-out completely of having a Summary Care Record, these preferences will continue to be respected and this change will not apply to you.

For everyone else, the Summary Care Record will be updated to include the additional information. This change of requirement will be reviewed after the current coronavirus (COVID-19) pandemic.

Why we have made this change

In order to look after your health and care needs, health and social care bodies may share your confidential patient information contained in your Summary Care Record with clinical and non-clinical staff in other health and care organisations, for example hospitals, NHS 111 and out of hours organisations. These changes will improve the healthcare that you receive away from your usual GP practice.

Your rights in relation to your Summary Care Record

Regardless of your past decisions about your Summary Care Record preferences, you will still have the same options that you currently have in place to opt out of having a Summary Care Record, including the opportunity to opt-back in to having a Summary Care Record or opt back in to allow sharing of additional information.

You can exercise these rights by doing the following:

• Choose to have a Summary Care Record with all information shared. This means that any authorised, registered and regulated health and care professionals will be able to see a detailed Summary Care Record, including Core and additional information, if they need to provide you with direct care.
• Choose to have a Summary Care Record with Core information only. This means that any authorised, registered and regulated health and care professionals will be able to see limited information about allergies and medications in your Summary Care Record if they need to provide you with direct care.
• Choose to opt-out of having a Summary Care Record altogether. This means that you do not want any information shared with other authorised, registered and regulated health and care professionals involved in your direct care. You will not be able to change this preference at the time if you require direct care away from your GP practice. This means that no authorised, registered and regulated health and care professionals will be able to see information held in your GP records if they need to provide you with direct care, including in an emergency.

To make these changes, you should inform your GP practice or complete the opt out form and return it to your GP practice.

We are a training practice and you may be offered an appointment with a GP registrar. These doctors are fully qualified and will have had experience in several hospital specialities. They are completing their specialist training as a GP.

We also teach medical students and sometimes you may be asked to see the doctor or nurse with a student present. You will always be asked beforehand if this is acceptable and you may ask for the student to withdraw if you prefer to have your consultation in private.

Diazepam in the UK is a Class C/Schedule IV controlled drug. The following short guide outlines the issues surrounding its use with regards to flying and why the surgery no longer prescribes such medications for this purpose.

People often come to us requesting the doctor or nurse to prescribe diazepam for fear of flying or assist with sleep during flights. Diazepam is a sedative, which means it makes you sleepy and more relaxed. There are a number of very good reasons why prescribing this drug is not recommended.

According to the prescribing guidelines doctors follow (British National Formulary) diazepam is contraindicated (not allowed) for treating phobias (fears). It also states that “the use of benzodiazepines to treat short-term ‘mild’ anxiety is inappropriate.” Your doctor would be taking a significant legal risk by prescribing against these guidelines. They are only licensed short term for a crisis in generalised anxiety. If this is the case, you should be getting proper care and support for your mental health and not going on a flight. Fear of flying in isolation is not a generalised anxiety disorder.

Although plane emergencies are a rare occurrence, there are concerns about reduced awareness and reaction times for patients taking Diazepam, which could pose a significant risk to themselves and others due to not being able to react in a manner which could save their life in the event of an emergency on board necessitating evacuation.

The use of such sedative drugs can make you fall asleep, however when you do sleep it is an unnatural non-REM sleep. This means you won’t move around as much as during natural sleep. This can cause you to be at an increased risk of developing a blood clot (Deep Vein Thrombosis – DVT) in the leg or even the lungs. Blood clots are very dangerous and can even prove fatal. This risk is even greater if your flight is greater than 4 hours, the amount of time which has been shown to increase the risk of developing DVT whether in an aeroplane or elsewhere.

Whilst most people find Diazepam sedating, a small number have paradoxical agitation and aggression. They can also cause disinhibition and lead you to behave in a way that you would not normally which can pose a risk on the plane. This could impact on your safety as well as that of other passengers and could also get you into trouble with the law. A similar effect can be seen with alcohol, which has led to people being removed from flights.

Diazepam and similar controlled drugs are illegal in a number of countries. They may be confiscated, or you may find yourself in trouble with the police. The passenger may also need to use a different strategy for the homeward-bound journey and/or other legs of the journey.

It is important to declare all medical conditions and medications you take to your travel insurer. If not, there is a risk of nullifying any insurance policy you may have.

Given the above, we will no longer be providing Diazepam or similar drugs for flight anxiety and instead suggest the below aviation industry-recommended flight anxiety courses.

Flight anxiety does not come under the remit of General Medical Services as defined in the GP contract, so we are not obliged to prescribe it.  Patients who still wish to take benzodiazepines for flight anxiety are advised to consult with a private GP.

For further information:

https://www.fearlessflyer.easyjet.com
https://thefearofflying.com/programs/fly-and-be-calm/
https://www.flyingwithoutfear.com/
https://www.britishairways.com/en-gb/information/travel-assistance/flying-with-confidence

Patients who are violent and abusive towards any member of the practice team will be removed from the practice list, the police will be notified and an incident number will be logged.

If this happens, you will then be offered alternative medical care by the Primary Care Trust and at present, this would mean travelling to Luton for an agreed period of time.

Zero Tolerence

NHS Staff must be able to come to work without fear of violence, abuse or harassment from patients or their relatives. The NHS has a zero-tolerance attitude towards violence.

Violent, threatening or abusive behaviour including shouting and swearing will not be tolerated at this practice.

Patients who act in such a manner will be asked to leave the premises; the Police may be called, and you could be removed from our patient list.

Our staff are here to help you, please treat them with respect.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

Patient’s rights

• 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 phone 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

• 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 48 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 20 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 if you change personal details form when you move home, change your name or phone 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 this website:

• GOV.UK Website