Statement of Intent - Patients & Information

New contractual requirements from 1 April 2015 required NHS General practices to offer and promote:

 · On-line appointments

 · On-line access to ordering of repeat prescriptions

 · Patient on-line access to certain parts of their medical record

Practices must also;

 · Transfer relevant information to a patient’s Summary Care Record (SCR)

 · Transfer a patient’s record electronically between practices when patients register or deregister (GP2GP)

At Boultham Park Medical practice we  provide the following services:

On-line appointments*

On-line access to ordering of repeat prescriptions*

The transfer of relevant information to patients Summary Care Record (SCR)

The transfer of patient’s records electronically between practices when patients register or deregister (when moving to or from other participating practices)

Patient on-line access to their medical record (this provides details of recorded allergies and sensitivities, past and current repeat medication, details of major health conditions. *

* To gain access to these services marked with an asterix * please ask one of our reception team for more details.

If you would like to provide any feedback to the practice, regarding any of the above items or would like any further information, please speak to a member of our reception team.

N HEWSON

Practice manager

Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases.
• The Care Quality Commision (CQC) have full powers to access records should the need arise.
• Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

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 and he will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception and is contained in the leaflet below.

How to complain

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Ombudsman Services

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

NHS Compaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

Website: http://www.pohwer.net/in-your-area/where-you-live/Lincolnshire

Telephone: 0300 456 2370

Email: pohwer@pohwer.net

Trainee/Work experience: 

Patient Responsibilities & Obligations

We aim to maintain a high standard of care but with over 9000 patients registered at the practice it is necessary for all patients to work with us.

You should always notify the surgery should you need to cancel or rearrange your appointment as soon as you are aware you cannot attend to allow re-booking for our other patients.

If a doctor or nurse has asked you to return for another appointment or to be reviewed it is important that you make a new appointment and remember to attend.

Remember an appointment is for one person only.

Wherever possible patients are expected to attend the surgery and turn up for their appointment.

Genuine housebound and seriously ill patients have a right to a home visit when necessary.

We expect patients to extend to staff the same courtesy that is given to them.

Violence and Aggression

The Partners at Boultham Park Medical Practice re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm damage or distress.

Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.

The reception team look after all our patients and are your first point of contact with the surgery. Trying to please everyone all day, everyday is their job but it is not easy and they cannot possibly 'magic' up some of the things we are often asked for.  Please be reasonable in your expectations and listen carefully to the advice given - it is always offered with the best of intentions. We have no motive other than to be helpful and offer you the best possible standards of care and service that we are able to provide.