Accessible Information Standard
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.
Care Quality Commission
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.
There are occasions when patients need to be examined by a clinician which may involve intimate examinations. A chaperone provides a safeguard for patients during such an examination or consultation and protects against verbal, physical, sexual or other abuse for both patient and clinician. A clinician has the right to request a chaperone if they feel it necessary.
Acle Medical Practice is committed to putting patients at ease wherever possible. If you wish a chaperone to be present during an examination please do not hesitate to ask a clinician or one of our receptionists. It may not be possible for such a person to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time.
Trust is important in the relationship between clinician and patient and we would at all times, wish you to feel able to ask for a chaperone. It is the policy of Acle Medical Practice to respect the privacy, dignity, cultural and religious beliefs of our patients.
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.
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.
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.
Enhanced Summary Care Record
What is the NHS Care Records Service?
The summary care record will initially consist of basic information from the patient record such as your date of birth and address, details of allergies, current prescriptions and bad reactions to medicines. Then, each time a patient uses an NHS service, more information may be added to it.
In Norfolk the majority of patients already have a Summary Care Records created, and these can be accessed – with patient consent – by the NNUH / A&E dept, the Out of Hours Services, 111 and the Ambulance Service.
Adding more information to your Summary Care Record
To enhance your summary care record you can fill out our online Enhanced Summary Care Record Opt-In form.
Additional information can be added to your SCR by your GP practice and is a summary of information about your medical history. It can include the following:
- Your long term health conditions – such as asthma, diabetes, heart problems or rare medical conditions.
- Your relevant medical history – clinical procedures that you have had, why you need a particular medicine, the care you are currently receiving and clinical advice to support your future care.
- Your healthcare needs and personal preferences – you may have particular communication needs, a long term condition that needs to be managed in a particular way, or you may have made legal decisions or have preferences about your care that you would like to be known.
- Immunisations – details of previous vaccinations, such as tetanus and routine childhood jabs.
Please note: specific sensitive information such as any fertility treatments, sexually transmitted infections, pregnancy terminations or gender reassignment will not be included, unless you specifically ask for any of these items to be included.
How will additional information help me?
Essential details about your healthcare can be very difficult to remember, particularly when you are unwell. Having additional information in your SCR means that when you need healthcare, you will be helped to recall this vital information.
There are already clear benefits for your care from having medication, allergy and adverse reaction information available through your SCR. If you choose to add additional information, this can further increase the quality of your care. Additional information can also empower you if you need some help to communicate your complex care needs.
Other forms and information
Please complete our online form to opt out of the Summary Care Record.
Please complete our online form to sign up to the Enhanced Summary Care Record.
Freedom of Information
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?
- 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:
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 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:
- Our Data Protection Videos
- Your Information
- Children and Young People
- What We Do with Your Information
- What Else Do We Use Your Information For?
- Sharing When Required by Law
- Information Rights
- Case Finding and Profiling
- Norfolk Sharing Partners
- Information Technology
- Keeping Your Information Safe
- How Long Do We Keep Your Information?
- Our Use of CCTV
- Our Use of Telephone Recording
- Our Use of Eclipse
- Norfolk Primary Care Networks
- Acle Medical Partnership Providers (Processors)
- Accessible Information Standard
- Information Governance
- Processing Activities Log
All GP Practices are required to declare the mean earnings (e.g average pay) for GP’s working to deliver NHS services to patients at each practice. The average pay for GP’s working in Acle Medical Partnership in the last financial year was £31,508 before tax and National Insurance. This is for 3 full time GPs, 6 part time GPs who worked in the practice for more than 6 months.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
Health Risk Screening – Your Information, Your Rights
What Information Do We Collect?
Your healthcare records contain information about your health and any treatment and care you have received, such as:
- Your name, address, date of birth and next of kin;
- Your NHS Number;
- Your medical history;
- Test results;
- Relevant information collected by other health professionals.
This information may be held electronically, on paper or a mixture of both, and is collected to ensure you receive the best possible care, help protect the health of the general public and enable us to manage delivery of NHS services.
What is Health Risk Screening?
Your GP Practice will be screening the electronic health records of patients aged 18 and over already diagnosed with a range of long term conditions. This information will enable us to determine whether you are at risk of an unplanned hospital admission in the next 12 months and will enable us to support you to manage your condition more effectively.
How Do We Use This Information?
The information will help us identify whether you could benefit from the assistance of a multi-disciplinary care team made up of other healthcare providers, social care professionals, a district nurse or support from voluntary sector organisations. Your information will be shared with this team so that we can identify the best support for you.
Do I Need to Do Anything to Give My Permission?
No. You do not need to do anything if you are happy to give your permission for health risk screening. However if details from your healthcare records need to be shared as part of a clinical care discussion within the multi-disciplinary care team, we will contact you to obtain your consent.
What if I DO NOT Want to Give My Permission?
If you have any concerns or wish to opt out of health risk screening you should speak to your Practice Manager. The Practice will ensure that your decision is recorded so your records will not be included in any screening process and/or multidisciplinary care team discussion.
If you require any further information or would like to ask any questions please contact the practice.
Infection Control Statement
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,
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.
The Link Practitioner for Infection, Prevention and Control for Acle Medical Practice is Di Barber, Practice Nurse, and Deputy is Practice Nurse Deborah Mann, supported by Practice Manager Adele Mancini and the Partners and other members of the Practice team.
- All of the Practice Nurses keep updated on Infection and Prevention Control.
- Diane and Deborah share necessary information with the team and service users.
There have been no recent significant events.
- An Infection Prevention and Control Audit was completed by Sue Fraser in January.
- 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 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.
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.
Information Governance (IG) is a set of multi-disciplinary structures, policies, procedures, processes and controls implemented to manage information at an organisational level. Information Governance supports Acle Medical Partnership’s immediate and future regulatory, legal, risk, environmental and operational requirements.
Information is a vital asset, both in terms of the commercial development and the efficient management of services and resources. It plays a key part in governance, service planning and performance management.
It is therefore of critical importance to ensure that information is appropriately managed, and that policies, procedures and management accountability and structures provide a robust governance framework for information management.
Acle Medical Partnership recognises the need for an appropriate balance between openness and confidentiality in the management and use of information. Acle Medical Partnership fully supports the principles of clinical and corporate governance and recognises the power of public accountability, but equally places importance on the confidentiality of, and the security arrangements to safeguard, both personal information about patients, the public and staff and commercially sensitive information. Acle Medical Partnership also recognises the need to share information with commissioners, partners and other third parties in a controlled manner consistent with the established lawful basis.
This overarching Information Governance Policy and the associated protocols sets out Acle Medical Partnership’s policy with respect to the governance of;
- Information and Cyber Security
- Data Quality and Records Management
Statutory Mandatory Framework
This policy serves to support Acle Medical Partnership to navigate and comply with the complex framework within which Information Governance operates.
This framework includes but is not limited to;
- NHS Act 2006
- Health and Social Care Act 2012
- Data Protection Act 2018
- Human Rights Act 1998
- Common Law Duty of Confidence
- Computer Misuse Act 1990
- General Data Protection Regulations (EU) 2016/679)
- Mental Health Capacity Act 2005
- Children Act 1989
- DH Records Management Code of Practice
- DH Information Security Code of Practice
- DH Confidentiality Code of Practice
The Acle Medical Partnership has overall responsibility for Information Governance at Acle Medical Partnership. As the senior accountable officer, he/she is responsible for the management of the organisation and for ensuring appropriate mechanisms are in place to provide the necessary assurance to internal and external stakeholders.
Acle Medical Partnership has a particular responsibility for ensuring that Acle Medical Partnership meets its corporate legal responsibilities, and for the adoption of internal and external governance requirements.
Senior Information Risk Owner (SIRO)
- leads and fosters a culture that values, protects and uses information for the success of the organisation and benefit of its customers.
- owns the organisation’s overall information risk policy and risk assessment processes and ensuring they are implemented consistently by Information Asset Owners / Administrators.
- owns the organisation’s information incident management framework.
Information Asset Owners (IAOs)
The IAO will;
- Hold local responsibility for information risk management, devolved to the relevant directors, department leads by the SIRO.
- Business function leads within Acle Medical Partnership have overall responsibility for the management of risks generated by their information assets and are supported on a daily basis by Information Asset Administrators.
Caldicott Guardian Function
The Caldicott Guardian will;
- produce procedures, guidelines and protocols to support staff in the appropriate management of patient information.
- provide a point of escalation and specialist advice for staff with respect to information sharing, acting as the conscience of the organisation.
- bring to the attention of the relevant manager any occasion where the appropriate procedures, guidelines and protocols may have not been followed and raise concerns about any inappropriate uses made of patient information where necessary.
Data Protection Officer (DPO)
The DPO Will;
- inform and advise the organisation and its employees about their obligations to comply with the data protection legislation.
- monitor compliance with the data protection legislation, including managing internal data protection activities, advise on data protection impact assessments; train staff and conduct internal audits.
- be the first point of contact for supervisory authorities and for individuals whose data is processed (employees, patients etc).
All staff, whether clinical or administrative, who create, receive and use data have information governance responsibilities. Employees have a contractual and legal obligation to read and comply with all company policies and to attend mandatory training to support the appropriate management of information.
- Non-confidential information related to Acle Medical Partnership and its services will be available to the public through a variety of media, in line with Acle Medical Partnership’s overall commitment to transparency.
- Acle Medical Partnership will adopt and maintain clear procedures and arrangements for liaison with the press and broadcasting media.
- Acle Medical Partnership will adopt and maintain an Information Rights and Access Protocol and a Freedom of Information Protocol to provide guidance for handling queries from data subjects and the public.
Privacy and Information Rights
- Acle Medical Partnership is committed to the privacy of its patients, staff and the public. Acle Medical Partnership will undertake or commission annual assessments and audits of its compliance with privacy legislation and will adopt and maintain protocol for completion of Data Protection Impact Assessments.
- Acle Medical Partnership regards all Personal Data relating to staff as confidential except where national policy on accountability and openness requires otherwise.
- Acle Medical Partnership will adopt and maintain protocols to ensure compliance with the Data Protection Act, General Data Protection Regulations, Human Rights Act and the common-law confidentiality.
- Acle Medical Partnership will establish and maintain protocols for the controlled and appropriate sharing of personal information with other agencies, taking account of relevant legislation (e.g. Data Protection Act, Human Rights Act).
- Acle Medical Partnership will ensure that contractual or best practice documents are in place for routine sharing of information between sharing partners.
- Acle Medical Partnership will adopt and maintain protocols for the effective and secure management of its information assets and resources.
- Acle Medical Partnership will undertake or commission annual assessments and audits of its information and IT security arrangements.
- Acle Medical Partnership will promote effective information and cyber security practice to its staff through policies, procedures and training.
- Acle Medical Partnership will establish and maintain incident reporting procedures and will monitor and investigate all reported instances of actual or potential breaches of information and cyber security.
Information Quality and Records Management
- Acle Medical Partnership will establish and maintain protocols and procedures for information quality assurance and the effective management of records.
- Acle Medical Partnership will undertake or commission annual assessments and audits of its information quality and records management arrangements.
- Managers will be expected to take ownership of, and seek to improve, the quality of information within their services.
- Wherever possible, information quality will be assured at the point of collection.
- Data standards will be set through clear and consistent definition of data items, in accordance with national standards..
- Acle Medical Partnership will promote information quality and effective records management through protocols, procedures/user manuals and training.
This policy should be read in conjunction with;
- Risk Management Policy
- Change Management Policy
- Information Rights and Access Protocol
- Information Sharing and Privacy Protocol
- Information Lifecycle and Data Quality Protocol
- Information / Cyber Security Protocol
- Information Incident Protocol
- Information Risk and Audit Protocol
- Data Protection Impact Assessment Protocol
- Freedom of Information Protocol
Compliance with this policy will be audited and the results fed into the Plan, Do, Check, Act Cycle described in the Information Risk and Audit Protocol.
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 or dispenser will advise the appropriate fee following your consultation.
Please note that 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.
Practice and Patient Agreement
The Acle Medical Partnership welcomes you as a patient. The various services which we provide are set out in our practice leaflet. As an extension to this our Practice and Patient Agreement determines what you can expect from us and what we in return expect from you, so that we can provide the best service for the greatest number of our patients.
The care of your health is a partnership between yourself and the practice team. The success of this partnership depends on:
- Establishing a shared responsibility to prevent problems before they occur rather than trying to put them right later.
- Having a clear understanding of each other’s needs.
- Developing regular feedback on how you feel about our services.
Only by such co-operation will we be able to improve our services and achieve the ultimate goal of a healthier community.
Our Responsibilities To You
At registration your health needs will be discussed with you vital information obtained to enable us to care for you until your medical records arrive.
- In this practice we run an appointment system. You will be given a time at which the doctor or nurse hopes to be able to see you.
- We aim to see you on time, but some consultations take longer than others and we have no way of knowing about this in advance.
- If there is a patient with an emergency or a serious problem we will give them priority.
- Where there is a prolonged delay an explanation will be given by the receptionist.
- We will always see you on the day if you have an urgent need but not necessarily with a doctor of your choice.
- You will be treated as a partner in the care and attention you receive to give you the best possible service.
- Following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent.
- It is our job to give you treatment and advice. In the interest of your health it is important for you to understand all the information given to you.
- Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
- If you have not heard from us and would like the results of your test please phone after 14:00 at least one week following your test. We do not generally have access to test results ordered by the hospital. These will be discussed at your next hospital appointment.
- Please do not ask for or arrange a specialist appointment without first discussing the matter fully with your own doctor.
- If you later decide you no longer need an appointment made for you, please inform both the hospital and us.
- We will try to answer the phone promptly and to ensure that sufficient staff are available to do this.
- If you have undergone tests or X-rays through the practice we will inform you if you need a further appointment.
- If we consider that you need a second opinion or treatment not available in the practice we will try to inform you of the best way of achieving this.
- We will provide you with information about how to make suggestions or complaints about the care we offer.
- We want to improve services and aim to satisfy the majority of our patients; we therefore welcome your comments.
Confidentiality and Courtesy
- You will be treated as an individual and given courtesy and respect at all times.
- You have the right to see your health records, which will be kept confidential, subject to any limitations in the law.
- We will preserve your right to confidentiality at all times. Any enquiries we receive about you by another person will only be given if we have your written permission, this applies to other professionals (solicitors, insurance companies) and members of your family.
- We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information, which directly affects your health and the care being offered.
- People involved in your care will give you their names and ensure that you know how to contact them.
Emergency and Urgent Needs
We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to the surgery.
We have arranged for a doctor to be available for emergencies occurring outside surgery hours. It is unlikely to be a doctor from this practice.
Your Responsibilities To Us
- Please do everything you can to keep appointments. Tell us straight away if you cannot attend your appointment to enable us to offer the appointment to another patient.
- Please try to be punctual. If you arrive later than your appointment time you may not be seen as this may cause delays and inconvenience to other patients.
- Please ask for more than one appointment if you want more than one patient to be seen or if you have a number of complex problems to discuss.
- If we are running late, please be patient, on another occasion it might be you that needs the extra time. Please do not blame the receptionist.
- Please only ask for an appointment on the day if you have an urgent medical need that will not wait until the next available routine appointment. Every year the doctors and nurses undertake over 43,000 consultations.
Being a partner means we have responsibilities to each other and you need to work with us to achieve the best possible outcome for your health.
In return we would ask you to try and follow the medical advice offered, and to take any medication as advised.
Please ask the doctor, nurse or other health care professional involved with your care questions if you are unsure of anything.
Confidentiality and Courtesy
- We ask that you treat doctors, nurses and all practice staff with the same courtesy and respect. This courtesy is also requested for their families.
- The receptionist will need to obtain authority from the doctor for you to view your records on the practice premises and in accordance with the Access to Health Records Act. You may be charged a fee.
- We ask that you preserve the rights of doctors and staff confidentiality by not discussing your health problems or issues affecting the surgery outside the surgery. Please use the appropriate comments system in the practice during opening hours.
- Please read our practice leaflet, which will help you get the best out of the services we offer. In addition, we constantly aim to improve services and changes will be notified on the patient information board.
- Please let us know if you change your name or address and telephone numbers, especially if ex-directory so we can contact you if necessary.
Emergency and Urgent Needs
Suggestions, Comments and Complaints
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.
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
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.
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.
Summary Care Records
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.
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.
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
We are very pleased to announce that from September 2015 Acle Medical Centre have been taking part in the teaching of Medical students. A group of 10 students in their second year of study will come to the practice on some Fridays throughout the year. The students will be in the surgery seeing patients and gaining knowledge and experience of working in Primary Care.
- This medical practice has been approved as meeting the high standards required for the teaching of medical students.
- Teaching, taking place in this practice, is regularly inspected to ensure quality.
- So far, GP surgeries in our region have helped Norwich Medical School to train more that 14,000 doctors.
The Medical Students will need to gain experience, seeing and talking to real life patients within a consultation. Each Medical Student is bound by the same confidentiality duty as all other NHS Staff. The students will not discuss your
personal details with anyone. They may discuss the things they have learnt with fellow students in their group and medical teachers for educational purposes.
If a student is working with your doctor or nurse on the day of an appointment, you will be advised and have the right to object to their presence if you so wish.
Can you see Medical Students?
We would really appreciate your help with teaching the next generation of doctors. If you have any of the following conditions and are willing to take part please let reception know and we may be in contact:
- Heart Conditions
- Lung Conditions
- Chest Conditions
- Skin Conditions
- Blood Disorders
Each patient will be seen by 2 medical students for around 45 minutes. The whole group is supervised by Dr Chandler and Dr Thallon. This will not be like a normal consultation as the students will not be able to advise upon or treat your condition.
The Registrar will on occasion be making video recordings of patient consultations. Under no circumstances will a recording be made without the patient’s consent. Intimate physical examinations will not be recorded.
If you require any more information you can ask reception.
Your Rights and Responsibilities
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.
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.
The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:
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.