Practice Policies & Patient Information
Access to Medical Records
The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the Practice Manager for further information.
Chaperones Policy
It is our surgery policy to provide patients with a chaperone during certain examinations and procedures which might involve intimate examinations. If you would like a chaperone to be present during the consultation, please speak to the attending clinician and a chaperone will be made available to you. It may not be possible for such a chaperone to be provided always and you might have to return for the examination to be carried out at a mutually convenient time. Trust is important in the relationship between GP and patient and we would, at all times wish you to feel the same and able to ask for a chaperone, should you require it.
DNA Policy
If you have an appointment at the Surgery it is important that you arrive on time. You can self-check in by using the touch screen in reception. If you are late by more than 10 minutes for an appointment the practice has the right to ask you to reschedule your appointment. Please do not ask the receptionist if you can be seen as this can cause unnecessary problems.
If you are unable to keep an appointment you must contact the surgery on 0208 472 0669 to cancel the appointment at least 15minutes before your appointment time. If you fail to attend three appointments and do not cancel the appointments, you will be removed from the surgery list. You will receive a letter from the Health Authority informing that you will be removed from the Practice list, which means you will no longer be registered at the Practice.
Named Accountable GP
From 1 April 2015, practices are required under the GMS contract, to allocate a named, accountable GP to all patients, including children. All patients registered before 1 April 2015 will be allocated a GP before the end of June 2015. All new patients registering after 1 April 2015 will be informed about their named GP at registration. Please ask your doctor , or the reception staff, who your named, accountable GP is. If a patient requests a particular GP, reasonable efforts will be made to accommodate their preference, recognizing that there are occasions when the practice may not feel the patient’s preference is suitable.
Please be aware that this does not affect your ability to make an appointment with any of the GP’s in the practice of your choice.
Our Aims and Objectives
- We aim to ensure high quality, safe and effective personal medical services and the environment
- To provide monitored, audited, and continually improving healthcare services
- To provide healthcare which is available to a whole population and create a partnership between patient and health profession which ensures mutual respect, holistic care and continuous learning and training.
- The provision of accessible healthcare which is proactive to healthcare changes, efficiency and innovation and development.
- To improve Clinical Governance and Evidence-Based Practice
- To improve Clinical and Non-clinical risk management
- To reduce risk in specific clinical risk areas and facilities
- To improve environment and capacity
- To improve vigilance for unforeseen emergencies
- To optimize performance against key targets and core standards
- To meet key targets set by the Clinical Commissioning Group in Newham
- To participate effectively in the local Cluster Group of GP Practices
- To meet Annual Health Check targets
- To implement Payment by results
- To become a patient centered organization
- To improve services offered to patients
- To improve the facilities available for patients at the surgery
- To improve communication between the surgery and the patients
- To encourage the development of an active and effective patient participation group
- To recruit, retain and develop a highly motivated and appropriately skilled workforce
- To enhance the performance of the workforce
- To develop management capability
- To guide the employees in accordance with the Equalities Scheme
- To continue the development of the Estate
- To ensure effective management and governance systems
- To ensure robust corporate processes at the Commissioning Board level
- To ensure a robust Information Technology strategy to support the business of St Bartholomew’s Surgery
The registered activities and service types have been agreed upon by the St Bartholomew’s Surgery’s Registered Manager, the Partners, and the Practice Manager in accordance with CQC guidance. Services are described under registered activity and Service Type.
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.
This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.
Patients Rights and Responsibilities
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.
Privacy Policy
Please click here to view our privacy notice.
Suggestions, Compliments and Complaints policy
The surgery will welcome suggestions and complaints. If you wish to make a complaint regarding a GP or a member of staff please let us know as soon as possible – ideally within a matter of days or up to one year after the incident that gave rise to the complaint or the complainant became aware of it.
Complaints should be addressed to the Practice Manager. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 30 days. You may then receive a formal reply in writing or be invited to attend a meeting with the persons concerned in an attempt to review the issues.
If you feel you cannot raise your complaint with us or are dissatisfied with the result of our investigation you can contact the Health Services Ombudsman at:
Millbank Tower,
Millbank,
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
Patients who have a complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the Practice Manager, can contact NHS England using the details below.
NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays).
Email: england.contactus@nhs.net
Please click here to view our complaints leaflets.
Violent or Abusive Behavior Policy
We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately from the surgery if necessary and from our list of patients.