The Accessible Information Standard is a new ‘information standard’ for implementation by all organisations that provide NHS or adult social care.

The Standard aims to ensure that people who have a disability or sensory loss receive information that they can access and understand, for example in large print, braille or via email, and professional communication support if they need it, for example from a British Sign Language interpreter.

The Standard requires organisations that provide NHS or adult social care to:

• Ask people if they have any information or communication needs, and find out how to meet their needs.
• Record those needs clearly and in a set way.
• Highlight or flag the person’s file or notes so it is clear that they have information or communication needs and how to meet those needs.
• Share people’s information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
• Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.

Although not exhaustive, the standard is likely to apply to people who are blind and/or deaf, those who have some hearing or visual loss, and people with learning disabilities.

Successful implementation of the Standard aims to lead to improved outcomes and experiences, and the provision of safer and more personalised care and services to those individuals who come within the Standard’s scope.

At practice level we will be making sure that we amend our commonly used forms to ask patients if they have any special communication needs. We will then record any on the patient’s medical record so that anyone seeing the patient is aware that the patient may need assistance with communication. We will make sure that all our forms are available in larger print for patients.

If you do have any special communication needs please make sure that you let us know so that we can help.

The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.

They do this by inspecting services and publishing the results on their website: www.cqc.org.uk

You can use the results to help you make better decisions about the care you, or someone you care for, receives.

Our CQC Inspection

Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.

This widget provides a summary of the results of the latest checks carried out by the CQC.

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 and Mental Health
• Confidentiality Guidance

Please be aware that we may use new providers or suppliers to help us quickly adapt during the outbreak and to continue your care effectively.

For example, we may use a new provider for video consultations.

We may not be able to add these to our transparency materials right away, and we apologise for this but please be assured that all of our processors are bound by contract to protect your data.

During COVID-19 we may ask you to send a photograph of your bruise or skin condition that you are concerned about whilst we conduct virtual consultations. This photograph will be used by the clinician to determine any medical treatment necessary and will be added to your medical record.

Please note that as this is sent via email, it may not be secure and we therefore ask that you only include your NHS number alongside your photograph in the email.

The photograph should only be of the area requested and no other person should be visible in the shot.

What is the NHS Care Records Service?

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/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 see these websites:

• Legislation GOV.UK
• Information Commissioners Office

COVID-19

Please read about how your information is being used for COVID-19 research.

We have an obligation to protect all our staff and employees’ health. For this reason, it is reasonable for us to ask you to tell us if you are experiencing COVID-19 symptoms. In such circumstances we may need to collect specific health data about you. Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.

It is unlikely that the practice will be asked to share information with authorities about you specifically but if this is necessary then data protection law will allow us to do so.

Please be aware that we may use new providers or suppliers to help us quickly adapt during the outbreak and to continue your care effectively. For example, we may use a new provider for video consultations. We may not be able to add these to our transparency materials right away, and we apologise for this but please be assured that all of our processors are bound by contract to protect your data.

During COVID-19 we may ask you to send a photograph of your bruise or skin condition that you are concerned about whilst we conduct virtual consultations. This photograph will be used by the clinician to determine any medical treatment necessary and will be added to your medical record.

Please note that as this is sent via email, it may not be secure and we therefore ask that you only include your NHS number alongside your photograph in the email. The photograph should only be of the area requested and no other person should be visible in the shot.

Your Information

Your practice takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.

Please use the links below to find more information about the practice and data protection:

• Transparency
• Information Sharing in Norfolk and Waveney
• Case Finding (ECLIPSE)
• CCTV
• Telephone Recording
• Processors Log
• Processing Activities Log

Mission Statement Infection Prevention & Control

At Acle Medical Partnership, the safety and health of our patients, carers and visitors are very important to us. To protect you and your family, and to ensure a safe working environment for all our staff, our Infection Prevention and Control policies and procedures are evidence-based, using Best Practice Guidelines.We feel that preventing and controlling infection is everybody’s responsibility. Therefore;We aim to promote an ethos of reducing the risk of acquiring and transmitting infection by;

• Education of Staff,
• Provision of Clinical advice to Service Users,
• Audit of procedures and environment,
• Surveillance.

Infection and Control Annual Statement Purpose

This annual statement will be generated in September each year for the previous year. It will summarise:

• Any infection transmission incidents and any action taken (these will have been reported in accordance with our Significant Event procedure),
• Details of any Infection Prevention and Control Audits undertaken and actions undertaken,
• Details of Staff Training,
• Any review and update of policies, procedures and guidelines.

Background

The Link Practitioner for Infection, Prevention and Control for Acle Medical Practice is Practice Nurse Deborah Mann, supported by Practice Manager Victoria Docwra and the Partners and other members of the Practice team.

• All of the Practice Nurses keep updated on Infection and Prevention Control.
• Deborah share necessary information with the team and service users.

Significant Events

There have been no recent significant events.

Audits

• An Infection Prevention and Control Audit was completed
• An overall score of 85% was achieved.
• Annual audit to check no post operative infection following Minor Procedure in Practice scored 99%.
• Audit to check no infection following removal and/or insertion of Nexplanon scored 100%.

Risk Assessments

Risk Assessments are to be carried out so best practice can be established and then followed. Cleaning specifications, frequencies and cleaning schedules are to be firmly established and then followed.

No problems were identified in this year’s cleaning audit though subsequently a problem with dead insects in ceiling lights was noted and corrected.

Procedures are being revised to ensure cleaning specifications and frequencies are adequate for a General Practice Environment.

Staff Training

All Staff keep updated on Infection and Prevention Control by online training and are aware of the importance of hand hygiene, appropriate dress and washing of uniforms and the Sickness Policy.

Policies, Procedures and Guidelines

Policies relating to Infection Prevention and Control are reviewed and are all amended on an on-going as current advice, guidance and legislation changes.

All patients are allocated a Named Accountable GP. New patients will be advised who their named accountable GP is when they first register at the practice. If you are unaware of who your named GP is please contact the Reception team.

What does ‘accountable’ mean?

The named accountable GP is responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each of their patients where required (based on the clinical judgement of the named accountable GP).

Overall responsibility for patient care has not changed. This role is largely a role of oversight, with patients having one GP within the practice who is responsible for ensuring that this work is carried out on their behalf.

What are the named GP’s responsibilities to 75s and over?

For patients aged 75 and over the named accountable GP is responsible for:

• Working with relevant associated health and social care professionals to deliver a multi-disciplinary care package that meets the needs of the patient,
• Ensuring that these patients have access to a health check as set out in section 7.9 of the GMS Contract Regulations.

Does the requirement mean 24-hour responsibility for patients?

No. The named GP will not:

• take on vicarious responsibility for the work of other doctors or health professionals,
• take on 24-hour responsibility for the patient, or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week,
• be the only GP or clinician who will provide care to that patient.

Can I change my named GP?

We attempt to facilitate these requests and each decision is at the discretion of our GP partners, some GP lists are already unbalanced so we can’t honour many of these requests.

There are certain services not covered by the NHS and for which we make a charge.

If you require a medical examination for a special purpose, please inform the receptionist when you request an appointment so we can allow more time and inform you if a fee is payable. The receptionist will advise the appropriate fee following your consultation.

Please note that a minimum of a 30 minute appointment is necessary for all driving medicals and reports (HGV, PSV or taxi).

For your convenience a debit card machine is available for payment of fees.

Please ask reception for more information on any fees or non-NHS services available at the practice.

At this practice we are committed to making sure that you enjoy the best possible health. You and the practice staff have rights and responsibilities.

View more information on our Practice and Patient Agreement.

General Comments & Suggestions

We are committed to providing an efficient and caring service for our patients and would like to hear your views. To make your comments you can:

• use our online feedback form to let us know how you feel
• talk to any member of the practice

Complaints

We hope that you will be happy with the quality of service you receive. The Practice Manager is available to discuss any problems or concerns you may have. There is an in-house complaints procedure for dealing with any complaint which may arise, details of which are available at reception.

Violence Policy

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.

Your Practice Charter

Dear Patient,

GPs and their practice teams provide the vast majority of NHS care outside of
hospitals, supporting you and your family throughout your lives. In a perfect world, we
want to be able to offer every patient:

Safety – prompt access to a GP or practice nurse you trust, with well-staffed
surgeries and enough resource so that no patient feels left behind.
Stability – a family doctor who knows you, your medical history, and your community
– without the stress and difficulty of finding it difficult to get an appointment.

Hope for the future – care that focuses on keeping you well, not just treating illness.
We want more time for meaningful consultations, joined-up support closer to your
home, from modern GP surgery premises with safe and effective technology to make
this possible.

The government talks of “bringing back the family doctor” but what politicians
promise is often not planned properly or funded fairly to be able to be delivered
in reality.

We aim to respond to all appointment and advice requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.
For safety reasons, urgent medical requests cannot be accepted via our online system. For something urgent, pick up the phone or walk in to our reception.
The need to prioritise urgent cases to keep patients safe can result in longer waiting times for routine/non-urgent appointments.
The new requirement to allow patients unlimited online access for non- urgent medical requests, throughout core hours, makes it more likely that we will have no choice but to create hospital-style waiting lists to meet patient need.

We want to guide you through the NHS, co-ordinate your care, and support you to
stay healthy. We want every patient to feel safe and confident in their GP practice –
now and in the future.

GPs are on your side.

The Challenges Your Practice Faces

Rising demand, fewer GPs – GPs care for 17% more patients than in 2015, but with
fewer GPs. Funding has not kept pace, so many patients find it hard to see their GP
quickly, leading to the stressful scramble to secure an appointment.
Practice closures – Around 2,000 practices have been lost since 2010, that’s one
in four surgeries, leaving fewer local practices and longer waits or travel for patients.
Funding pressures – Practices receive just 31p per patient per day to provide
unlimited consultations with our doctors and nurses, making it hard to employ
enough staff and sustain services.

Workforce challenges – More GPs are leaving the NHS than joining. While our staff
work tirelessly, system pressures and patient frustration can affect everyone’s morale
and wellbeing. We have unemployed GPs now – and practices lack funds to
hire them.

Unsafe workloads – Many GPs see far more than the accepted safe limit of patients
per day, often working over 60 hours a week. Recent government changes risk
making this worse.

Ageing buildings – One in five GP surgeries is now over 75 years old – older than the
NHS itself which started in 1948. There is very little investment to provide modern
facilities fit for today’s needs.

Access versus continuity – Government policy means speed of an appointment
comes before choice. This lack of continuity of care, means patients often don’t get
to see a familiar face who knows them well.

Demand management – We always aim to respond to all appointment and advice
requests promptly, prioritising those most in need. Sometimes we may need to offer
you an appointment on another day or direct you to another suitable service.

For safety reasons, urgent medical requests cannot always be accepted via
our online system. For something urgent, pick up the telephone or walk in to
our surgery.

The need to prioritise urgent cases to keep patients safe can result in longer waiting
times for routine/non-urgent appointments.

The new requirement to allow patients unlimited online access for non-urgent
requests, throughout core hours, makes it more likely that we will have no
choice but to create hospital style waiting lists to meet demand.

We may unfortunately sometimes face challenges beyond our control:

– difficulties with accessing services at the local hospitals and long waiting lists
– workforce challenges – not enough GPs to look after you
– the need to provide our teams with compulsory NHS training and education
– unforeseen events
– NHS IT challenges with old and slow equipment
– lack of investment in practice buildings and development
– public health emergencies

– Our core contract hours are Monday – Friday, 8am– 630pm.
– Our consulting times are between these hours.
– Please note at certain times, e.g. lunch or the ends of the day, a clinician may not be present in the building (e.g. out on home visits).
– In any emergency, please dial 999 for an ambulance or attend the nearest – Accident & Emergency department.

We believe patients deserve more
– At present, GPs and their teams are under huge pressure – caring for more people with fewer resources.
– Without proper investment, the safety, stability and continuity of care that patients value most are at risk.
– As your GP practice, we will always do what we can to deliver the best service possible for you and your family. With the right resources and support, we could expand our services, employ more staff, and deliver the safe, timely, and
personalised care you deserve.
– Please remember that our current GP contract funds patient care on average at 31p per day per patient, which is not enough to meet rising demand and to provide the care you and your family deserve.

So please bear with us – and thank you for your support as we try our best for you and your family.

See NHS England’s You and Your General Practice document here: You and Your General Practice

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 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 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:

• GOV.UK – The NHS Constitution for England
• NHS – NHS Constitution

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 second incident or removed from the practice list after a third 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.