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Cheviot Road SurgeryTel: 023 8077 3174
Shirley Avenue SurgeryTel: 023 80 773258
We want to get better at communicating with our patients. We want to make sure you can read and understand the information we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.
We want to know if you need information in braille, large print or easy read. We want to know if you need a British Sign Language interpreter or advocate.
We want to know if we can support you to lipread or use a hearing aid or communication tool. You are also welcome to use support facilities provided by Relay UK to reach us. Relay UK (Previously Next Generation Text) - helps people with hearing and speech difficulties to communicate with anyone over the phone, using the national relay service. They also offer their services using smart phone you can down their app following this link (Relay UK App).
Accessible Information Form
We are wish to make our service open and accessible by all possible means. You are welcome to call surgery to book an appointment to your GP. We have also set up systems to help you access our services online. Please click here (Health at Home) for more information regarding accessing services online and we have outlined below some commonly used resources that you can use to access our advice and help.
Please note any digital image submitted as part of an online consultation, will be stored within your clinical notes.
You can now register for the new NHS app to order repeat medication, make appointments and much more. Why not check it out by going to:www.nhs.uk/using-the-nhs-services/the-nhs-app/
eConsult enables you to contact us or other health professionals over the internet. It saves you waiting for an appointment or coming into the surgery. You can share your health related questions or concerns using online platform. This allows patients to submit their symptoms or requests to their own GP electronically, and offers around the clock NHS self-help information, signposting to services, and a symptom checker. We aim to provide an initial response to your query by end of next working day, your GP may review your request further and provide more detailed response if needed.
Please follow links below to learn more about e-Consult as a platform and how it works to provide you with useful advice and support.
How e-Consult works: eConsult how it works and frequently asked questions or visit here to look at a short video to understand how it works or visit frequently asked questions link to discover more about eConsult and how you can make most use of this facility.
eConsult provides facility to submit information related to your health particularly if you are taking medications regularly or suffer from long term conditions for example Asthma, COPD, Diabetes, High Blood Pressure, Thyroid disease. You can also use this facility to share with us your own review of medications and contraceptive pills.
Please follow this link to access the facility and help us review your on going care.
Our website pages are designed so that you can change the style, size and colour of the font used, as well as the background colour. If you wish to do so, please see the guides below.
Customise settings in:
then we recommend you visit the BBC website My Web My Way, which provides advice on how to make your computer easier to use, whether you are a Windows, Mac or Linux user.
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:
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.
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such 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.
Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.
Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download a copy of the leaflet “How information about you helps us to provide better care” below.
We need to make sure that you know this is happening and the choices you have.
Privacy Notice explain how we manage your data held at the practice and what you can do to ensure that your wishes are fully understood and applied to the way we manage your data.
You can find out more on the NHS England Care Data website
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). The Summary Care Record is meant to help emergency doctors and nurses help you when you contact them when the surgery is closed. Initially, it will contain just your medications and allergies.
Later on as the central NHS computer system develops, (known as the ‘Summary Care Record’ – SCR), other staff who work in the NHS will be able to access it along with information from hospitals, out of hours services, and specialists letters that may be added as well.
Your information will be extracted from practices such as ours and held on central NHS databases.
As with all new systems there are pros and cons to think about. When you speak to an emergency doctor you might overlook something that is important and if they have access to your medical record it might avoid mistakes or problems, although even then, you should be asked to give your consent each time a member of NHS Staff wishes to access your record, unless you are medically unable to do so.
On the other hand, you may have strong views about sharing your personal information and wish to keep your information at the level of this practice. Connecting for Health (CfH), the government agency responsible for the Summary Care Record have agreed with doctors’ leaders that new patients registering with this practice should be able to decide whether or not their information is uploaded to the Central NHS Computer System.
For existing patients it is different in that it is assumed that you want your record uploaded to the Central NHS Computer System unless you actively opt out.
For further information visit the HSCIC Website
If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.
Visit the Hampshire Health Record website
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.
This should remove the potential for misunderstanding. However, there will still be times when either the clinician, or the patient, feels uncomfortable, and it would be appropriate to consider using a chaperone. Patients who request a chaperone should never be examined without a chaperone being present. If necessary, where a chaperone is not available, the consultation / examination should be rearranged for a mutually convenient time when a chaperone can be present.
There may be rare occasions when a chaperone is needed for a home visit. The following procedure should still be followed.
For further details please click here to read more about latest GMC guidelines for intimate examinations.
Clinicians (male and female) should consider whether an intimate or personal examination of the patient (either male or female) is justified, or whether the nature of the consultation poses a risk of misunderstanding.
The clinician should give the patient a clear explanation of what the examination will involve.
Always adopt a professional and considerate manner - be careful with humour as a way of relaxing a nervous situation as it can easily be misinterpreted.
Always ensure that the patient is provided with adequate privacy to undress and dress.
Ensure that a suitable sign is clearly on display in each consulting or treatment room offering the chaperone service if required.
A variety of people can act as a chaperone in the practice. Where possible, it is strongly recommended that chaperones should be clinical staff familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available the examination should be deferred.
Where the practice determine that non-clinical staff will act in this capacity the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions to that effect will be laid down in writing by the practice.
The chaperone should only be present for the examination itself, and most discussion with the patient should take place while the chaperone is not present.
The clinician will contact Reception to request a chaperone.
The clinician will record in the notes that the chaperone is present, and identify the chaperone.
Where no chaperone is available the examination will not take place – the patient should not normally be permitted to dispense with the chaperone once a desire to have one present has been expressed.
The chaperone will enter the room discreetly and remain in room until the clinician has finished the examination.
The chaperone will normally attend inside the curtain at the head of the examination couch and watch the procedure.
To prevent embarrassment, the chaperone should not enter into conversation with the patient or GP unless requested to do so, or make any mention of the consultation afterwards.
The chaperone will make a record in the patient’s notes after examination. The record will state that there were no problems, or give details of any concerns or incidents that occurred.
The patient can refuse a chaperone, and if so this must be recorded in the patient’s medical record.
Literature suggests that complaints and claims have not been limited to male doctors with female patients - there are many examples of alleged homosexual assault by female and male doctors. Consideration should also be given to the possibility of a malicious accusation by either side.
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