Care At Emsworth Surgery
Emsworth Surgery is commited to offering the best quality and standards of care available in the NHS.
At present the NHS is suffering from a significant pressure of work and has suffered year on year reduction in funding at GP level for 6 yrs.
We are constantly trying to find new more efficient ways to provide high levels of clinical care.
We are not able to communicate with all patients when test results are normal or information provided to us by hospitals has been received.
We do promise to contact all patients if any results represents any risk to health and will contact you by your requested contact method.
This is often the telephone so we would be grateful for you to ensure that we have up to date contact details for you.
You may provide us with a mobile telephone number or email if you wish us to contact you regarding your health.
We will never pass your information to anyone but contact over the internet and via email is always a security risk and wish you to be aware that if you consent to contact via other methods this is with your consent that we will send you messages.
Every effort is taken to ensure that the information published on this website is accurate and informative.
This website is provided for information only. It is not intended to replace a consultation with an appropriately qualified medical practitioner. Neither the Practice nor any of its sub-contractors can accept responsibility for any loss, damage or injury that arises from the use of this website.
Links are provided for information and convenience only. We cannot accept responsibility for the sites linked to, or the information found there. A link does not imply an endorsement of a site; likewise, not linking to a particular site does not imply lack of endorsement.
We make every effort to ensure that this website is available 24 hours a day, 365 days a year. However, we cannot guarantee uninterrupted access to this website, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.
We are committed to protecting your privacy.
You can access our website without giving us any information about yourself.
But sometimes we do need information to provide services that you request, and this statement of privacy explains data collection and use in those situations.
In general, you can visit our web site without telling us who you are and without revealing any information about yourself.
However there may be occasions when you choose to give us personal information, for example, when you choose to contact us or request information from us. We will ask you when we need information that personally identifies you or allows us to contact you.
We collect the personal data that you may volunteer while using our services.
We do not collect information about our visitors from other sources, such as public records or bodies, or private organisations. We do not collect or use personal data for any purpose other than that indicated below:
• To send you confirmation of requests that you have made to us
• To send you information when you request it.
We intend to protect the quality and integrity of your personally identifiable information and we have implemented appropriate technical and organisational measures to do so. We ensure that your personal data will not be disclosed to State institutions and authorities except if required by law or other regulation.
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should be aware that we don’t have any control over the other website.
Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting these sites.
Please be reassured that all staff are bound by a confidentiality agreement to ensure your information is not shared.
PATIENT COMPLAINTS PROCEDURE
If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay.
Complaints can be made either orally or in writing to the Practice complaints manager, Sally Prior, or to any of the doctors.
What We Will Do
We will acknowledge receipt of your complaint within 3 working days either orally or in writing and will offer to discuss the matter with you.
We will offer you a meeting with complaints lead, Dr Slingsby, to agree a timeframe for resolution and to reach an agreement with you on how you wish the complaint to be handled and the likely period for completion of the investigation and response to you. If you would prefer not to accept the offer of a discussion we will determine a specified response period and notify you in writing of that period.
We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale.
All oral complaints will be recorded in writing by the Practice and you will be provided with a copy of the written record.
When we look into your complaints, we will aim to:
•find out what happened and what went wrong
•advise you what we will do to put the matter right
•make sure you receive an apology where this is appropriate.
• identify what we can do to make sure the problem does not happen again.
We hope that if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our Practice.
If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:
The Parliamentary and Health Services Ombudsman
Or phone: 0345 015 4033
If You Need Help
If you need assistance in making a complaint you can contact the Independent Complaints Advocacy Service at:
ICAS, 1st Floor, Clarendon House
9 – 11 Church Street
Hants RG21 7QG
Tel: 01256 463758 / 0845 600 8616
Although the Practice would welcome the opportunity to investigate your complaint, you may prefer to choose to make your complaint to the NHS Commissioning Board , details as follows:
Contact Number: 0300 311 2233
NHS Commissioning Board
PO Box 16738
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Violence or Abusive Behaviour
Emsworth Surgery operates a Zero Tolerance Policy.
We take seriously any threatening, abusive or violent behaviour against doctors, 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 if necessary, from our list of patients.
The police may also be informed.
Emsworth surgery is passionate about training and teaching Medical Students.
We feel that teaching encourages us to share our knowledge and they constantly ensure we are up to date!
Student Feedback continues to show that they gain so much from you sharing your medical history with them. It is felt to be one of the best places to learn medicine!
We hope that you will be happy to be seen by a student or with a student present but it is your right to ask to be seen by your doctor and the student will be happy to step out.
It is important for you to advise us if you do not wish to be seen by a student. Please advise the receptionist or the doctor and even mid way through a consultation you may still ask the student to leave.
If you are booked into a surgery with a student you will always be seen and reviewed by a GP.
It is possible that during the consultation the doctor will ask the student many questions which may relate to you or any conditions that are being considered.
If you have any questions at any time please interupt and ask! It is your appointment and you are the most important part of any learning!
Freedom Of Information
This Publication Scheme is a complete guide to the information routinely made available to the public by the Emsworth Surgery.
How much does it cost?
The publications are all free unless otherwise indicated – see ‘Cost of Information’
How is the information made available?
The information within each Class is either downloadable from the practice website atwww.emsworthsurgery.co.uk or available in hard copy from the Practice Manager. Requests for information need to be made to the Practice Manager in writing.
Your rights to information
- The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made.
- From January 1st 2005 it will oblige the Emsworth Surgery to respond to requests about information that it holds, and is recorded in any format and it will create a right of access to that information. These rights are subject to some exemptions that have to be taken into consideration before deciding what information it can release.
- In addition to accessing the information identified in the Publication Scheme, you are entitled to request information about the Emsworth Surgery under the NHS Openness Code 1995.
- Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you and you can contact the Practice Manager to do this.
If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the Scheme, please write to the Practice Manager
CLASSES OF INFORMATION
Our commitment to publish information excludes any information that can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000. The main reasons for exemptions are the protection of commercial interests and personal information under the Data Protection Act 1998. This applies to all Classes within the Publication Scheme. The information on this Scheme is grouped into the following broad categories:
1. Who we are
The Emsworth Surgery provides services in accordance with a personal medical services contract held with the NHS England. A map of the practice area is available in North Street House and on the Surgery web site.
Key Personnel: These are shown on the Practice web site.
2. Our Services
The range of services, opening hours, out-of-hours services and contact numbers are available from either the web site or from the Surgery Practice Leaflet.
3. Financial and funding information
The Emsworth Surgery receives money from the East Hants PCT, in exchange for services provided for patients.
Information on the total income received from the NHS may be obtained from the Practice Manager.
4. Regular publications and information for the public
The following published information is available:
– Practice Leaflet
– Bi-annual Information sheet – Quack
– Numerous clinical guidance leaflets
The Emsworth Surgery follows the NHS complaints procedure; a copy of the procedure is available from the Practice Manager.
6. Policies and procedures
General policies and procedures in use within the practice include, but are not restricted to, data protection, confidentiality, prescribing and prescription, and health and safety.
7. This Publication Scheme
Cost of Information
For the most part, we will charge you only for hard copies or copying onto media (e.g. CD ROM). Charges are as follows:[a) Via the Emsworth Surgery Web Site – no charge.
For those without Internet access, a single print-out, as on the website, would be available by post from the Practice Manager – the practice charges 33p per sheet plus a postage and packing charge. Also, requests for copies of archived documents, which are no longer accessible or available on the web, will attract an additional charge for their retrieval. We will let you know the cost, which will need to be paid in advance.
b) Leaflets and brochures – free of charge for leaflets or booklets on, for example, services we offer to the public.
Material available through this Publication Scheme is subject to the Emsworth Surgery’s copyright unless otherwise indicated. Unless expressly indicated to the contrary, it may be reproduced free of charge in any format or medium provided it is done so accurately in a manner that will not mislead. Where items are re-published or copied to others, you must identify the source and acknowledge copyright status. This permit does not extend to third party material, accessed through the scheme. For HMSO Guidance Notes see www.hmso.gov.uk/guides.htm
Accessibility – Emsworth Surgery
Full wheelchair and disabled access is available via the main entrance at both sites.
We have 1 consulting room at Emsworth which is not possible to access for those with disabilities and we ask you to advise us if you cannot manage to make it upstairs.
For those hard of hearing, a telephone service is available on 0845 606 4647.
We have hearing loops at Emsworth
Interpretation and translation services in person or by phone can be arranged for patients who do not speak English.
(Please let reception know if you need this service when booking an appointment)