Policies & Procedures


Access To Medical Records

Under the Access to Medical Records Act 1990, patients are allowed to view their medical records in the company of a member of staff on surgery premises, medical records from 1990 onwards can be accessed. There is no charge for this service.

Copies Of Your Medical Record

Under the Data Protection Act 1998 and Access to Medical Records Act 1990 you can obtain a full copy of your medical records. This will incur an administration fee of up to £50.00 and may take up to 21 working days from receipt of payment.

For more details on accessing your medical records please contact the branch manager of your branch surgery.

Chaperone Policy

The Netherfield House Surgery is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

This Chaperone Policy adheres to local and national guidance and policy i.e. :-

‘NCGST Guidance on the role and effective use of chaperones in Primary and Community Care settings’.

The Chaperone Policy is clearly advertised through patient information leaflets, website (when available) and can be read at the Practice upon request.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

Their role can be considered in any of the following areas:

• Emotional comfort and reassurance to patients
• Assist in examination (e.g. during IUCD insertion)
• Assist in undressing
• Act as interpreter
• Protection to the healthcare professional against allegations / attack)

Checklist for consultations involving intimate examinations

Chaperones are most often required or requested where a male examiner is carrying out an intimate examination or procedure on a female patient, but the designation of the chaperone will depend on the role expected of them, whether participating in the procedure or providing a supportive role.

Establish there is a genuine need for an intimate examination and discuss this with the patient and whether a formal chaperone (such as a nurse) is needed.

Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions. The chaperone would normally be the same sex as the patient and the patient will have the opportunity to decline a particular person as a chaperone, if that person is considered not acceptable for any reason.

Offer a chaperone or invite the patient to have a family member / friend present.

If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.

Obtain the patient’s consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.

Record that permission has been obtained in the patient’s notes.

Once the chaperone has entered the room, they should be introduced by name and the patient allowed privacy to undress / dress. Use drapes / curtains where possible to maintain dignity.

There should be no undue delay prior to examination once the patient has removed any clothing.

Explain what is being done at each stage of the examination, the outcome when it is complete and what is proposed to be done next. Keep discussion relevant and avoid personal comment.

If a chaperone has been present, record that fact and the identity of the chaperone in the patient’s notes.

During the examination, the chaperone may be needed to offer reassurance, remain alert to any indication of distress but should be courteous at all times.
Record any other relevant issues or concerns in the patient’s notes, immediately following the consultation.

Chaperones should only attend the part of the consultation that is necessary – other verbal communication should be carried out when the chaperone has left.

Any request that the examination be discontinued should be respected.

Healthcare professionals should note that they are at an increased risk of their actions being misconstrued or misrepresented, if they conduct intimate examinations where no other person is present.

Data Protection

Under the Data protection Act 2000, you are entitled to view your medical records. There is no charge, however if you require copies there will be a charge of 30p per photocopy.

Disabled Access

Netherfield House Surgery is designed to be accessible to patients with disabilities including wheelchair users.

Telephone Advice

If you would like advice from a nurse or doctor over the phone please ring during surgery hours. You may be asked to ring back or leave your number if the doctor or nurses are busy with patients.

Zero Tolerance Policy

We operate a zero tolerance policy towards physical or verbally abusive behaviour. Patients who are abusive risk removal from the surgery’s list.

Your Responsibility To Us

Customer Care

  • Patients should extend the same courtesy and politeness to the practice staff as they themselves would expect to receive.
  • We hope that patients will assist us by bringing any problems to our attention and showing respect for the surgery premises and surrounding area.
  • Wherever possible please try to arrive 5 minutes before the appointment time. If you find that you are going to be late please let us know.

Appointments

  • Please notify us as soon as possible if you are unable to keep an appointment as we could offer this appointment to someone else.
  • Prior to offering you an appointment the receptionist will enquire about your problem. This will be dealt with in the strictest confidence and is only used as a means to determine who is the most appropriate person in the surgery for you to be seen by. This could either be a doctor or a Nurse.
  • Many things can be dealt with over the telephone rather than bringing you into the surgery. This is a more efficient use of your time and the Doctor / Nurse time.

Home Visits

  • Please ring before 10.30am if you need a home visit.
  • Only request a home visit if you cannot attend the surgery for medical reasons.
  • Lack of transport is not a justifiable reason for a house visit.
  • When the surgery is closed you should only call a doctor out for urgent problems

Prescriptions

  • Please remember that a Doctor may ask to see you concerning a request for a prescription and will need to review repeat medications regularly (usually 6 months).
  • Please do not wait until your medication has run out. Give yourself 3-4 working days overlap between prescriptions.
  • If at all possible please collect your prescription after 2.00pm Monday to Friday from the surgery or after 4pm from your chosen chemist. Please allow 48hrs for your prescription to be processed.
  • Do not leave messages on the prescription line number, as we have no provisions for recovery.

Disabled Access

  • The surgery building is constantly being reviewed for disabled access and new automatic doors have been fitted to the front of the premises. All rooms and areas inside the building comply with DDA regulations. A lift operates between ground and first floor levels. Disabled toilets also exist on the ground floor.

Car Parking

  • Unfortunately there are no car parking facilities outside the surgery other than for staff. Patients can use the large car park adjacent.

Our Responsibility To You

Our Responsibility

All members of staff will treat you courteously and extend to you the utmost respect and dignity. You will also be afforded the high level of privacy, which you would expect from such an establishment.
We will provide a safe, warm, clean and comfortable premises with disabled access

Waiting Times

We will aim to keep to appointment times, but unforeseen circumstances may make this difficult on occasions.

Appointments

We will aim to see all urgent cases within 24 hrs and routine within 48hrs. The nursing team will see all urgent nursing cases promptly

Telephones

We will aim to answer the telephone promptly, courteously and introduce staff name on answering. The doctors will respond to telephone messages only after surgery.

Home Visits

We will visit all patients who need to see a doctor. However they must be too ill or infirm to come to the surgery. Request calls for emergency visits will be put through to the doctor on call and dealt with appropriately (at any time).

Prescriptions

  • Repeat prescriptions will be issued within 48 hrs
  • Unless the medications you require is an urgent medical necessity the practice can no longer issues prescriptions on the same day.
  • Outside of normal hours you can place a repeat prescription request through our letterbox. Please remember to include:-
  • The NAME of the patient who requires the medication.
  • The ADDRESS of that person.
  • A CONTACT TELEPHONE NUMBER wherever possible.
  • The NAME of the MEDICATION REQUIRED.
  • AND the DESTINATION of the completed prescription – ie. where you want the prescription to go to.

Tests and Investigations

  • We will contact you with the results of tests ordered by the practice only if urgent action is required.

Forms & Reports

  • We will aim to complete all reports and forms within 14 working days. If your own GP is on holiday this may take a little longer.
  • We will inform you when a charge is necessary.

Patients Records

Under the Data protection Act 2000, you are entitled to view your medical records. However there is a £10 Access to records fee and if you require copies there will be an additional charge, which is dependent on the number of copies required.

Complaints & Suggestions

  • The practice has a complaints procedure. Any complaint should be addressed to Paul Atkinson, Practice Manager.
  • A complaint will be acknowledged within 48hrs and a response within 10 working days.
  • A patient suggestion box is situated in the reception area and all patients are freely invited to contribute to the suggestion scheme on the service we provide. These suggestions are evaluated by the management team on a constant basis

Contact Details

Surgery Tel: (0191) 237 0643
Health Visitors: (0191) 237 4612
District Nurses: (0191) 298 0944
Email: NORCCG.NetherfieldAdmin@nhs.net

Book Appointments and order Prescriptions online - Please ask at reception for your Systmonline access letter that provides your login details to allow you to place your orders at any time of the day. Call 0191 2370643 to arrange. Many thanks.