01243 378 812
Your Surgery ( Cloned )2024-01-31T20:21:10+00:00

Welcome to Emsworth Surgery

E‐Consult is a new service being launched in August which enables patients to access 24/7 medical advice via the Practice website.

This provides self‐help guides and videos about the most common General Practice conditions, symptom checkers and signposting to other services and it also provides eConsults.This allows   patients to submit a condition based questionnaire to the GP for a response by the end of the next working day with feedback and treatment options.  This service is not for urgent problems and unfortunately is not available to those under the age of 18.

In 2014, a six‐month study examined the benefits of providing e‐Consult to 133,000 patients and resulted in a 400‐hour reduction in GP appointment time.E‐Consult has shown that 60% of patients were able to resolve their health concerns without visiting a GP. The features and benefits of e‐Consult are:‐

♦ Significant improvements in patient access to their GP

♦ Better health outcomes through earlier detection of significant symptoms and earlier intervention

♦ Better Practice efficiency with more focused use of clinical capacity, shorter waiting times and fewer requests for GP appointments

♦ Reduced attendance at urgent care settings such as walk‐in centres or A&E

♦ A safe, convenient way for patients to self‐manage or consult with their own GP

Emsworth Westbourne
Monday 0800 – 1830 0800 – 1200
Tuesday 0800 – 1830 0800 – 1200
Wednesday 0800 – 1830 0800 – 1200
Thursday 0800 – 1830 0800 – 1200
Friday 0800 – 1830 0800 – 1200

Additional extended opening hours are offered weekly for routine appointments as follows:

Wednesday to Friday            7.30am to 8.00 am

Monday to Thursday              6.30pm to 7.30pm

You only need a doctor’s note if you are unable to work and are ill for longer than seven calendar days. (this includes weekends or days you would not normally be in work)

Your employer will provide you with a copy of the Statutory Sick Pay (SSP) SC2 form for shorter periods of illness or complete it online here.

From 6 April 2010, the Government changed sick certificates to become the new Fit Note.

Please click here for further information.

If you still require a doctor to provide a Fit note please use the button below to request one. If acceptable it will be sent to your mobile by sms.

CQC – What standards you have a right to expect from the regulation of your GP practice

The Care Quality Commission

CQC inspection report date of publication 27/07/2020

(CQC) are the independent regulator of health and adult social care services in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage services to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety then publish their findings, including performance ratings to help people choose care.

They also protect the interests of vulnerable people, including those whose rights are restricted under the Mental Health Act. They put the views, experiences, health and wellbeing of people who use services at the centre of their work, and have a range of powers they can use to take action if people are getting for care.By law, all GP practices in England must make sure that the care and treatment they provide meet national standards of quality and safety. The CQC register GP practices if they can show them that they are meeting these standards.

If GP practices are not registered with the CQC they will not be able to provide services. The CQC inspect GP practices to make sure they are meeting these standards, and can do so at any time if there are concerns about the the care provided.

For more information on these standards please read through the ‘What standards you have a right to expect from the regulation of your GP practice’ page or visit www.cqc.org.ukCQC – What standards you have a right to expect from the regulation of your GP practiceYou can expect to be respected, involved and told what’s happening at every stage.You (or someone acting on your behalf) will be involved in discussions about your care and treatment.

You will get support if you need it to help you make decisions and and staff will respect your privacy and dignity.Before you receive any treatment you will be asked whether or not you agree to it.You can expect care, treatment and support that meets your needsYour personal needs will be assessed to make sure you get safe and appropriate care that supports your rights.

You will get the care that you and your GP agree will make a difference to your general health and wellbeing.

You can expect to be safe

You will be cared for in a clean environment where you are protected from infection. Where appropriate, you will get the medicines you need, when you need them, and in a safe way.

You will be treated in a safe and accessible place.

Your GP practice will take appropriate action if they suspect that a patient is at risk of harm. It is not possible to have a lift installed in the building. The practice has fitted secure handrails to the staircase and installed a buzzer at the door to call for help.

You can expect to be cared for by staff with the right skills to do the job properly

Your general health and welfare needs will be met by staff who are properly qualified.

There will always be enough members of staff available to provide safe care and meet your needs.

You will be looked after by staff who are well managed and have the chance to develop and improve their skills.

The practice regularly monitors waiting times and appointment times to make sure they have enough staff to meet the needs of patients. As a result, appointments are rarely cancelled or rescheduled. Your personal records will be accurate and kept safe and confidential. You, or someone acting on your behalf, can complain and will be listened to. Your complaint will be dealt with properly.

The partners of a large GP practice are committed to continuously improving the quality of the service they provide to patients. Patients are encouraged to provide feedback through a suggestion box.

The practice reception area has leaflets about how to complain, and their complaints procedure is on our website. The partners and practice manager review complaints and other feedback to agree how they will learn from the feedback and make improvements, where necessary.

The practice’s website gives information on how they have performed in national and local patient-satisfaction surveys, and what actions they’ve taken to improve the service they provide.

Extended hours are available from 0730 on Wednesdays, Thursdays and Friday mornings.

Late opening sessions are available each evening from 1830 for pre bookable appointments only.

We provide this service for all patients but hope that those who can see us in routine working hours may allow those unable to use these extended hours appointments.

Telephone Triage is a new service which we have provided.

This service is for any contact you require with a doctor in an urgent or soon time frame.

We continue to allow appointments to be booked in advance but if you wish to make an appointment before the next available appointment and you feel that it requires urgent attention please call.

When should I use this service?

If you would need to make an appointment on the day or within a couple of days.

What Are my other options?

You can use our quick enquiry or E consult of go online to book an routine appointment.

Please use our e consult service where you will hear from us with in 48 hours or call for an urgent triage appointment.

Home Visits

If you are too ill to attend surgery or if you are housebound you may telephone the surgery to request a home visit.

Routine health care is no longer provided by visiting at home and patient’s travel arrangements cannot be taken into consideration when deciding if a home visit is necessary or not.

The receptionist will require certain information when you are requesting a home visit and a doctor is likely to call you back to discuss your medical problem.

This is to ensure the doctor has all of the necessary details and so the doctor can ascertain how urgent the visit is.

Please help the receptionist by giving the information requested. If you need to arrange a home visit please telephone the surgery before 11.00am if at all possible.

It is up to the doctor to decide whether you need a home visit or not and so please expect the doctor to  phone you back.

We will not visit if you request for the reason  that you cannot get transport to the surgery.

Test Results

We receive the results of most tests within one week, X rays or scans may take up to two weeks as do some unusual tests.

If the test result is normal it is usually filed and we will not routinely let you know.

If you are concerned please login to the NHS APP on your device or a computer and see your results.

If you do not have access online please call the reception team who will be happy to let you know if the result was normal.

The best time to phone us for results is in the afternoon between 1400 and 1600

Please always ensure that we have your correct postal address and post code along with your correct phone number and mobile number, if you have one.

This enables us to contact you should we need to – it may be that one of the medical team has called in sick and we want to prevent a wasted journey for you or simply that we need some information from you.

If you are happy to receive information from us by email, should we do so, please also ensure that we have an up to date email address.

You will need to have registered with us first and then you can order your repeat prescriptions from those listed .

You can also book an appointment with your GP through the same link.

Repeat prescriptions must be currently authorised by your GP and have been issued to you in the last 180 days.

Bring it to the surgery and pop it into the box on the reception counter or Post it with a stamped addressed envelope.

If you are using the non-web based methods and do not have your repeat prescription request slip to hand, please list medications clearly by name along with your name, date of birth and address and contact phone number.

• Your prescriptions will take 3 working days from receipt to process but please allow longer if possible.

• We do not take requests for repeat prescriptions over the telephone as this can result in errors.

• All repeat prescriptions are regularly reviewed so after a period of time the doctor may ask to see you.

The Out of Hours Service operates overnight on weekdays from 6.30pm to 8.00am, at weekends from Friday at 6.30pm to Monday at 8.00am and all day on Bank Holidays.

Out of hours cover is provided by the 111 service.

If you require urgent medical treatment or advice when the surgery is closed you can ring 111

Please note that the surgery has urgent appointments every weekday from 8.00am to 6.30pm.

There is an Out of Hours GP on duty at all other times.

The service will arrange a telephone consultation, a base surgery appointment or a home visit as appropriate.

The Community Nurses also operate through this service.

If it is felt your problem is more urgent, an ambulance or hospital review can be arrange at the Doctor’s / Nurse’s discretion.

The ambulance should be called on 999 if the problem is chest pain or severe breathlessness or if the patient has genuinely collapsed.

No Vacancies.

Common situations not covered by the NHS

Private sick notes
Holiday Insurance Certificates and cancellations
Employment medicals
HGV, PSV, Taxi driver medicals
Fitness to Drive certificate

Some travel vaccinations

*The above list is not exhaustive. We charge a fee for providing the above services. Please click to view our charges or ask at reception for up to date charges

Nurse Rose is our respiratory trained nurse with a specialist interest in both asthma and chronic lung disease (includes COPD).

Each year you will be asked to attend an annual review which you will receive notification of from Emsworth Surgery.

If you notice you are having problems with your inhalers or your condition is worsening then please make an appointment with Nurse Rose to discuss this.

If you would like routine advice regarding your care please consider using our E- Consult service

We offer baby vaccinations every Tuesday afternoon.

Our clinic is generally run with 2 nurses to reduce the impact for your child and ensure we offer the smoothest process for vaccinating your child and keeping them well.

To download your personal vaccination planner please click here

All women between the ages of 25 and 64 are eligible for a free cervical screening test every three to five years.

The screening intervals are:

Age group (years)

First invitation 25 – 49 3 yearly

50 – 64 5 yearly

65+ The NHS will only  screen those who have not been screened since age 50 or have had recent abnormal tests

The NHS call and recall system invites women who are registered with a GP.

It also keeps track of any follow-up investigation, and, if all is well, recalls the woman for screening in three or five years time.

It is therefore important that all women ensure their GP has their correct name and address details and inform them if these change.

Women who have not had a recent test may be offered one when they attend their GP or family planning clinic on another matter.

Women should receive their first invitation for routine screening at 25.

What if I have had a hysterectomy?

Women require 1 clear cervical vault smear after a hysterectomy, if this is clear then there is no routine screening necessary. If you have been called incorreclty for a smear please let us know.

Aged 16 – 24? Get tested for Chlamydia today…

Chlamydia is common sexually transmitted infection.

People under the age of 25 years are most at risk, and therefore need regular check ups.

Chlamydia is known as a very quiet disease because most people who contract it do not experience any noticeable symptoms.

Untreated, Chlamydia can cause long-term damage such as infertility.

All it takes to get tested is an appointment during surgery hours with the nurse and we urge our patients to come up and get tested.

If you would prefer not to talk with a nurse please complete an E Consult and we can leave a test form for you at the reception desk.

All you will to do is provide  a first catch urine sample from your first wee of the day and then leave the sample at the desk for completion by nurses.

You may self refer for counselling to talk a service provided for cognitive behaviour therapy and counselling

To be entitled to a free flu vaccination you must be in one of the

‘at risk’ categories below:

  • Aged over 65
  • All pregnant women
  • Diabetes
  • Chronic (long-term) respiratory disease such as severe asthma, chronic obstructive pulmonary disease (COPD) or bronchitis
  • Chronic heart disease, such as heart failure
  • Chronic liver disease
  • Chronic neurological disease such as Parkinson’s disease or motor neurone disease or learning disability
  • Chronic kidney disease
  • A weakened immune system due to disease aged 6 months and over
  • Dysfunction of the spleen
  • Morbid obesity
  • A carer
  • Household contacts of immunocompromised individuals 
  • Children and adolescents aged 6 months to 17 years (up to their 18th birthday) who are in one of the clinical risk group categories above
  • Health and social care staff, employed by a registered residential care/nursing home or registered domiciliary care provider, who are directly involved in the care of vulnerable patients / clients who are at increased risk from exposure to influenza

Children not in clinical risk groups that are eligible for vaccination in accordance with national recommendations 

  • Children aged two – three years but not yet four years on 31st August 2021 

.

Clinics are run at Southbourne Village Hall on Tuesday mornings 10am – 12pm.  For more information about the Health visitor service provided by Southern Health please click here.

New referrals – please self-refer to the midwife at St Richards Hospital.

You may wish to see the doctor to be referred to the midwife at Portsmouth Hospital.

Phlebotomy Clinics are held on Tuesday and Friday mornings at Emsworth Medical Practice and on Wednesday mornings at Westbourne Surgery.  You can book appointments online under ‘Blood Clinics’ or book at Reception.

Please make an appointment at least three weeks (longer if you are planning an extensive trip) in advance of your holiday to ensure adequate cover.

We ask for a Travel Risk Assessment Form be completed and returned to the surgery before the appointment – this helps us to tailor your vaccinations and advice to your destination and nature of travel.

This form can be downloaded here.

A charge will be made for certain immunisations and vaccinations which are not covered by the NHS.

A list of these charges can be downloaded here

This service is currently not available.

We offer childhood vaccinations each Tuesday afternoon at Emsworth. You should receive reminders to make the vaccination appointments for your child but if you wish to download a personalised vaccination plan please click here

Administration

Kate Hope – Practice Manager.

Sally Prior – Operations Manager.

Michelle Lamb – IT Manager.

Nursing and extended Healthcare Team

Alexandra Kershaw  -Nurse Practitioner

Sara Pelling  –  Nurse Practitioner

Nurse  Tanya Rose(Senior Nurse) Respiratory clinics , Cardiovascular clinics and General Nursing

Nurse Kate O’Connor – General Nursing and Frailty Care Nurse

Nurse  Kirsty Morrison  – Diabetic clinics , Cardiovascular clinics and General Nursing

Nurse  Jane Bannister – Respiratory clinics.

Nurse  Sally Moss – Cardiovascular reviews and General Nursing.

Heather Strange – Health Care Assistant (HCA) and Diabetes Reviews

Debbie Shelly –  Health Care Assistant (HCA) and Diabetes Reviews

Kerry Jarvis – Health Care Assistant (HCA)

Amber Bessent  – Health Care Assistant (HCA)

Kira Todd  – Phlebotomist.

Care co-ordinators 

Nikki Gordon

Caitlin Harris

Doctors

 Andrew Slingsby

MBBA Lond.  MRCGP DRCOG  DFFP 

Senior Partner

 Jackie Lytton    

MBBS Lond.  BSc  MRCGP   DCH   DFFP  DRCOG 

Nicholas Woodruff   

MBBS Lond.  MRCGP

Abu Chinwala 

BM(Soton)  MRCGP

Elizabeth Lane

BSc,  BM (Soton), DRCOG, DFRSH, DCH, MRCGP.

William Denby

MBBS BSc (Hons) AICSM, MRCGP, FRACGP

Rachel Jennings

BSc (Hons)2003, MB ChB Bsc (Hons, Bristol)2005 DRCOG, DFSRH, MRCGP 2013

Hannah Morgan

BSc(Hons), MBChB, MSc, MRCP(2006), DRCOG, PGCert, MRCGP

Ee Laine Tang                                                                              

MBBS Lond 2013, MRCGP 2019

Dr Natalie Denby

MBBS (BSc Hons) ICSM 2007. Retired RAMC 2017. MRCGP 2019

GP Earnings

All GP Practices are required to declare the mean earnings (ie.average pay) for GPs working to deliver NHS services to patients at each Practice.

The average pay for GPs working in the Emsworth Surgery in 2015/16 was £99,649 calculated before tax and national insurance. This is for 8 doctors who worked in the Practice for 6 or more months, 3 worked full time and 5 were part time.

NHS England requires that the net earnings of doctors engaged in the Practice is publicised and the required disclosure is shown above.  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.

Your Privacy

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.

Please see our new Privacy Policy

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.

Accessibility Statement

Emsworth Medical Practice is committed to making its website accessible, in accordance with the Public Sector Bodies Websites  Accessibility Regulations 2018.

This accessibility statement applies to our website.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1  AA standard, due to the non-compliance listed below.

Software included in the site provides a toolbar for accessibility shown in high contrast red to the left of the screen:

Accessibility Toolbar allows sitewide

  • Resize font (increase/decrease)
  • Grayscale
  • Negative Contrast
  • High Contrast
  • Light Background
  • Links Underline
  • Readable Font
  • Link to Sitemap / Feedback / Help pages

Accessibility Features:

  • Enable skip to content

Remember Your Choice

Save your accessibility preferences automatically

Non-accessible content

The content listed below is non-accessible for the following reason(s):

(a) non-compliance with the accessibility regulations

  • The structure of all the pages throughout the site may affect users using assistive technology.
  • The text will not reflow in a single column when you change the size of the browser window.
  • You cannot modify the line height or spacing of text.
  • Some of our online forms are difficult to navigate using just a keyboard.
  • Some form elements are missing descriptions.
  • You cannot skip to the main content when using a screen reader.
  • Some links identified only by colour.
  • Some link text is used for multiple different destinations.
  • Colour contrast in some areas is insufficient.
  • Some image links are missing alternative text.
  • Heading is missing text in some areas.
  • Some heading elements are not consistent.
  • There’s a limit to how far you can magnify the map on our ‘contact us’ page.
  • HTML tags are used to format text in some places.
  • Readable quiklinks not active on some pages
  • PDF files attached  may not accessible to some reader software

Preparation of this accessibility statement

This statement was prepared on 30.01.2024.

Feedback and contact information

Please contact us at Emsworth Surgery for the attention of the IT Manager to advise of any difficulties accessing the website.

Telephone 01243 378812

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’).

If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Completing the Annual Statement for Infection Prevention and Control (Primary Care)

It is a requirement of The Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance that the Infection Prevention and Control Lead produces an annual statement with regard to compliance with good practice on infection prevention and control and makes it available for anyone who wishes to see it, including patients and regulatory authorities.

As best practice, the Annual Statement should be published on the Practice website.

The Annual Statement should provide a short review of any:

· known infection transmission event and actions arising from this;

· audits undertaken and subsequent actions;

· risk assessments undertaken for prevention and control of infection;

· training received by staff; and

· review and update of policies, procedures and guidance.

Below is a suggested template for the Annual Statement compiled from national guidance and examples of best practice found on the internet. Practices can (and should) adapt the template and add further detail/headings/examples but the five key headings (above) must be included. If the practice are unable to complete one or more of the five key headings, it is likely that the practice are not compliant with the health and Social Care Act.

Infection Control Annual Statement

Purpose

This annual statement will be generated each year in February in accordance with the requirements of The Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. It summarises:

· Any infection transmission incidents and any action taken (these will have been reported in accordance with our Significant Event procedure)

· Details of any infection control audits undertaken and actions undertaken

· Details of any risk assessments undertaken for prevention and control of infection

· Details of staff training

· Any review and update of policies, procedures and guidelines

Infection Prevention and Control (IPC) Lead

The Emsworth Medical Practice has a lead for Infection Prevention and Control: Alexandra Kershaw

The IPC Lead is supported by:

Alexandra Kershaw has attended an IPC Lead training course regularly each year and keeps updated on infection prevention practice.

Infection transmission incidents (Significant Events)

Significant events (which may involve examples of good practice as well as challenging events) are investigated in detail to see what can be learnt and to indicate changes that might lead to future improvements. All significant events are reviewed in the quarterly nurse and practice meetings and learning is cascaded to all relevant staff.

In the past year there have been no significant events raised that related to infection control.

Infection Prevention Audit and Actions

The Annual Infection Prevention and Control audit was completed by Alexandra Kershaw in May 2023

As a result of the audit, the following things have been changed in Emsworth Medical Practice:

· Completed annual statement and uploaded to the website.

· Dust found on curtain rails, fed back to the cleaning company and they now do a monthly audit of their cleaning practice.

· Face masks in store room out of date and swabs in clinican trolleys out of date – disposed of.

· Curtains out of date in clinical rooms – creating folders in each of the treatment rooms to sign of to monitor IPC adherence

An audit on Minor Surgery was undertaken by Alexandra Kershaw in Jan 2024.

No infections were reported for patients who had had minor surgery at the Emsworth Medical Practice.

As a result of the audit, the following things have been changed:

· Update Joint injcetion policy

· Disseminate the policy among the GPs undertaking the minor surgery

An audit on hand washing was undertaken in [insert date]. This was discussed at the practice / staff / partner meeting.

The Emsworth Medical Practice plan to undertake the following audits in 2024:

· Annual Infection Prevention and Control audit

· Minor Surgery outcomes audit

· Domestic Cleaning audit

· Hand hygiene/asepsis audit

· Waste Management Audit

· Vaccine cold chain audit

· Sharps bin audit

Risk Assessments

Risk assessments are carried out so that best practice can be established and then followed. In the last year the following risk assessments were carried out / reviewed:

Legionella (Water) Risk Assessment: The practice has conducted/reviewed its water safety risk assessment to ensure that the water supply does not pose a risk to patients, visitors or staff.

Immunisation: As a practice we ensure that all of our staff are up to date with their Hepatitis B immunisations and offered any occupational health vaccinations applicable to their role (i.e. MMR, Seasonal Flu). We take part in the National Immunisation campaigns for patients and offer vaccinations in house and via home visits to our patient population.

Other examples:

Curtains: The NHS Cleaning Specifications state the curtains should be cleaned or if using disposable curtains, replaced every 6 months. To this effect we use disposable curtains and ensure they are changed every 6 months. The window blinds are very low risk and therefore do not require a particular cleaning regime other than regular vacuuming to prevent build-up of dust. The modesty curtains although handled by clinicians are never handled by patients and clinicians have been reminded to always remove gloves and clean hands after an examination and before touching the curtains. All curtains are regularly reviewed and changed if visibly soiled.

Toys: We have no toys in the practice.

Cleaning specifications, frequencies and cleanliness: We have a cleaning specification and frequency policy which our cleaners and staff work to. An assessment of cleanliness is conducted by the cleaning team and logged. This includes all aspects in the surgery including cleanliness of equipment.

Hand washing sinks: The practice has clinical hand washing sinks in every room for staff to use. Some of our sinks at our Westbourne site do not meet the latest standards for sinks but we have removed plugs, covered overflows and reminded staff to turn of taps that are not ‘hands free’ with paper towels to keep patients safe. We have also replaced our liquid soap with wall mounted soap dispensers to ensure cleanliness.

Training

All our staff receive annual training in infection prevention and control via the e-learning platform e-learning for health.

Policies

All Infection Prevention and Control related policies are in date for this year.

Policies relating to Infection Prevention and Control are available to all staff and are reviewed and updated annually, and all are amended on an on-going basis as current advice, guidance and legislation changes. Infection Control policies are circulated amongst staff for reading and discussed at meetings on an annual basis they are accessable on our shared H- drive.

Responsibility

It is the responsibility of each individual to be familiar with this Statement and their roles and responsibilities under this.

Review date

Feb 2025

Responsibility for Review

The Infection Prevention and Control Lead and the Kate Hope (Practice manager) are responsible for reviewing and producing the Annual Statement.

Alexandra Kershaw

IPC lead and ANP

For and on behalf of the Emsworth Medical Practice

EMSWORTH MEDICAL PRACTICE  – 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 Mrs Sally Prior, our Complaints Manager.

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 Andrew 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.

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.

Integrated Care Board

From the 1st July 2023, the way patients make a complaint about Primary Care services to the commissioner is changing.  Rather than contacting NHS England, they will contact their local integrated care board (ICB).   Our ICB is Hampshire and Isle of Wight

They are committed to ensuring that NHS services across Hampshire, the Isle of Wight, Portsmouth and Southampton are as good as they can be, and value feedback on your experiences.  Your comments, concerns, compliments or complaints about any of the services are welcomed.  They recognise the value that feedback can provide in planning for the future and in improving services.

The NHS can sometimes be complicated to understand, if you feel you need support, the Patient Experience Service can help you to guide your way through the NHS complaints procedure, assist with your concern and advise on any queries you may have regarding any services commissioned, or share any details of organisations that can support you.

Please email: hiowicb-hsi.patientexperience@nhs.net

Ombudsman

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 have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. The PHSO is not obliged to investigate every complaint, they will normally review a complaint once it has been through the local resolution stage.   Contact details for the Parliamentary and Health Service Ombudsman are as follows:

Telephone: 0345 015 4033

Visit: www.ombudsman.org.uk

Violence or Abusive Behaviour

Emsworth Medical Practice 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.

Medical Students

Emsworth Medical Practice 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

Introduction

This Publication Scheme is a complete guide to the information routinely made available to the public by the Emsworth Medical Practice.

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 at http://www.emsworthmedical.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 Medical Practice 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 Medical Practice 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.

Feedback

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 Medical Practice  provides services in accordance with a personal medical services contract held with the NHS England.   A map of the practice area is available 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 Medical Practice receives money from Hampshire, Southampton & Isle of Wight CCG, 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

5. Complaints
The Emsworth Medical Practice 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 Medical Practice 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.

Copyright


Material available through this Publication Scheme is subject to the Emsworth Medical Practice’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

Disclaimer

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.

E‐Consult is a new service being launched in August which enables patients to access 24/7 medical advice via the Practice website.

This provides self‐help guides and videos about the most common General Practice conditions, symptom checkers and signposting to other services and it also provides eConsults.This allows   patients to submit a condition based questionnaire to the GP for a response by the end of the next working day with feedback and treatment options.  This service is not for urgent problems and unfortunately is not available to those under the age of 18.

In 2014, a six‐month study examined the benefits of providing e‐Consult to 133,000 patients and resulted in a 400‐hour reduction in GP appointment time.E‐Consult has shown that 60% of patients were able to resolve their health concerns without visiting a GP. The features and benefits of e‐Consult are:‐

♦ Significant improvements in patient access to their GP

♦ Better health outcomes through earlier detection of significant symptoms and earlier intervention

♦ Better Practice efficiency with more focused use of clinical capacity, shorter waiting times and fewer requests for GP appointments

♦ Reduced attendance at urgent care settings such as walk‐in centres or A&E

♦ A safe, convenient way for patients to self‐manage or consult with their own GP[/fusion_toggle][/fusion_accordion]

Emsworth Westbourne
Monday 0800 – 1830 0800 – 1200
Tuesday 0800 – 1830 0800 – 1200
Wednesday 0800 – 1830 0800 – 1200
Thursday 0800 – 1830 0800 – 1200
Friday 0800 – 1830 0800 – 1200

Additional extended opening hours are offered weekly for routine appointments as follows:

Wednesday to Friday            7.30am to 8.00 am

Monday to Thursday              6.30pm to 7.30pm

You only need a doctor’s note if you are unable to work and are ill for longer than seven calendar days. (this includes weekends or days you would not normally be in work)

Your employer will provide you with a copy of the Statutory Sick Pay (SSP) SC2 form for shorter periods of illness or complete it online here.

From 6 April 2010, the Government changed sick certificates to become the new Fit Note.

Please click here for further information.

If you still require a doctor to provide a Fit note please use the button below to request one. If acceptable it will be sent to your mobile by sms.

The Care Quality Commission

CQC inspection report date of publication 27/07/2020

(CQC) are the independent regulator of health and adult social care services in England. They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage services to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety then publish their findings, including performance ratings to help people choose care.

They also protect the interests of vulnerable people, including those whose rights are restricted under the Mental Health Act. They put the views, experiences, health and wellbeing of people who use services at the centre of their work, and have a range of powers they can use to take action if people are getting for care.By law, all GP practices in England must make sure that the care and treatment they provide meet national standards of quality and safety. The CQC register GP practices if they can show them that they are meeting these standards.

If GP practices are not registered with the CQC they will not be able to provide services. The CQC inspect GP practices to make sure they are meeting these standards, and can do so at any time if there are concerns about the the care provided.

For more information on these standards please read through the ‘What standards you have a right to expect from the regulation of your GP practice’ page or visit www.cqc.org.ukCQC – What standards you have a right to expect from the regulation of your GP practiceYou can expect to be respected, involved and told what’s happening at every stage.You (or someone acting on your behalf) will be involved in discussions about your care and treatment.

You will get support if you need it to help you make decisions and and staff will respect your privacy and dignity.Before you receive any treatment you will be asked whether or not you agree to it.You can expect care, treatment and support that meets your needsYour personal needs will be assessed to make sure you get safe and appropriate care that supports your rights.

You will get the care that you and your GP agree will make a difference to your general health and wellbeing.

You can expect to be safe

You will be cared for in a clean environment where you are protected from infection. Where appropriate, you will get the medicines you need, when you need them, and in a safe way.

You will be treated in a safe and accessible place.

Your GP practice will take appropriate action if they suspect that a patient is at risk of harm. It is not possible to have a lift installed in the building. The practice has fitted secure handrails to the staircase and installed a buzzer at the door to call for help.

You can expect to be cared for by staff with the right skills to do the job properly

Your general health and welfare needs will be met by staff who are properly qualified.

There will always be enough members of staff available to provide safe care and meet your needs.

You will be looked after by staff who are well managed and have the chance to develop and improve their skills.

The practice regularly monitors waiting times and appointment times to make sure they have enough staff to meet the needs of patients. As a result, appointments are rarely cancelled or rescheduled. Your personal records will be accurate and kept safe and confidential. You, or someone acting on your behalf, can complain and will be listened to. Your complaint will be dealt with properly.

The partners of a large GP practice are committed to continuously improving the quality of the service they provide to patients. Patients are encouraged to provide feedback through a suggestion box.

The practice reception area has leaflets about how to complain, and their complaints procedure is on our website. The partners and practice manager review complaints and other feedback to agree how they will learn from the feedback and make improvements, where necessary.

The practice’s website gives information on how they have performed in national and local patient-satisfaction surveys, and what actions they’ve taken to improve the service they provide.

Extended hours are available from 0730 on Wednesdays, Thursdays and Friday mornings.

Late opening sessions are available each evening from 1830 for pre bookable appointments only.

We provide this service for all patients but hope that those who can see us in routine working hours may allow those unable to use these extended hours appointments.

Telephone Triage is a new service which we have provided.

This service is for any contact you require with a doctor in an urgent or soon time frame.

We continue to allow appointments to be booked in advance but if you wish to make an appointment before the next available appointment and you feel that it requires urgent attention please call.

When should I use this service?

If you would need to make an appointment on the day or within a couple of days.

What Are my other options?

You can use our quick enquiry or E consult of go online to book an routine appointment.

Please use our e consult service where you will hear from us with in 48 hours or call for an urgent triage appointment.

Home Visits

If you are too ill to attend surgery or if you are housebound you may telephone the surgery to request a home visit.

Routine health care is no longer provided by visiting at home and patient’s travel arrangements cannot be taken into consideration when deciding if a home visit is necessary or not.

The receptionist will require certain information when you are requesting a home visit and a doctor is likely to call you back to discuss your medical problem.

This is to ensure the doctor has all of the necessary details and so the doctor can ascertain how urgent the visit is.

Please help the receptionist by giving the information requested. If you need to arrange a home visit please telephone the surgery before 11.00am if at all possible.

It is up to the doctor to decide whether you need a home visit or not and so please expect the doctor to  phone you back.

We will not visit if you request for the reason  that you cannot get transport to the surgery.

Test Results

We receive the results of most tests within one week, X rays or scans may take up to two weeks as do some unusual tests.

If the test result is normal it is usually filed and we will not routinely let you know.

If you are concerned please login to the NHS APP on your device or a computer and see your results.

If you do not have access online please call the reception team who will be happy to let you know if the result was normal.

The best time to phone us for results is in the afternoon between 1400 and 1600

Please always ensure that we have your correct postal address and post code along with your correct phone number and mobile number, if you have one.

This enables us to contact you should we need to – it may be that one of the medical team has called in sick and we want to prevent a wasted journey for you or simply that we need some information from you.

If you are happy to receive information from us by email, should we do so, please also ensure that we have an up to date email address.

You will need to have registered with us first and then you can order your repeat prescriptions from those listed .

You can also book an appointment with your GP through the same link.

Repeat prescriptions must be currently authorised by your GP and have been issued to you in the last 180 days.

Bring it to the surgery and pop it into the box on the reception counter or Post it with a stamped addressed envelope.

If you are using the non-web based methods and do not have your repeat prescription request slip to hand, please list medications clearly by name along with your name, date of birth and address and contact phone number.

• Your prescriptions will take 3 working days from receipt to process but please allow longer if possible.

• We do not take requests for repeat prescriptions over the telephone as this can result in errors.

• All repeat prescriptions are regularly reviewed so after a period of time the doctor may ask to see you.

The Out of Hours Service operates overnight on weekdays from 6.30pm to 8.00am, at weekends from Friday at 6.30pm to Monday at 8.00am and all day on Bank Holidays.

Out of hours cover is provided by the 111 service.

If you require urgent medical treatment or advice when the surgery is closed you can ring 111

Please note that the surgery has urgent appointments every weekday from 8.00am to 6.30pm.

There is an Out of Hours GP on duty at all other times.

The service will arrange a telephone consultation, a base surgery appointment or a home visit as appropriate.

The Community Nurses also operate through this service.

If it is felt your problem is more urgent, an ambulance or hospital review can be arrange at the Doctor’s / Nurse’s discretion.

The ambulance should be called on 999 if the problem is chest pain or severe breathlessness or if the patient has genuinely collapsed.

No Vacancies.

Common situations not covered by the NHS

Private sick notes
Holiday Insurance Certificates and cancellations
Employment medicals
HGV, PSV, Taxi driver medicals
Fitness to Drive certificate

Some travel vaccinations

*The above list is not exhaustive. We charge a fee for providing the above services. Please click to view our charges or ask at reception for up to date charges

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Nurse Rose is our respiratory trained nurse with a specialist interest in both asthma and chronic lung disease (includes COPD).

Each year you will be asked to attend an annual review which you will receive notification of from Emsworth Surgery.

If you notice you are having problems with your inhalers or your condition is worsening then please make an appointment with Nurse Rose to discuss this.

If you would like routine advice regarding your care please consider using our E- Consult service

We offer baby vaccinations every Tuesday afternoon.

Our clinic is generally run with 2 nurses to reduce the impact for your child and ensure we offer the smoothest process for vaccinating your child and keeping them well.

To download your personal vaccination planner please click here

All women between the ages of 25 and 64 are eligible for a free cervical screening test every three to five years.

The screening intervals are:

Age group (years)

First invitation 25 – 49 3 yearly

50 – 64 5 yearly

65+ The NHS will only  screen those who have not been screened since age 50 or have had recent abnormal tests

The NHS call and recall system invites women who are registered with a GP.

It also keeps track of any follow-up investigation, and, if all is well, recalls the woman for screening in three or five years time.

It is therefore important that all women ensure their GP has their correct name and address details and inform them if these change.

Women who have not had a recent test may be offered one when they attend their GP or family planning clinic on another matter.

Women should receive their first invitation for routine screening at 25.

What if I have had a hysterectomy?

Women require 1 clear cervical vault smear after a hysterectomy, if this is clear then there is no routine screening necessary. If you have been called incorreclty for a smear please let us know.

Aged 16 – 24? Get tested for Chlamydia today…

Chlamydia is common sexually transmitted infection.

People under the age of 25 years are most at risk, and therefore need regular check ups.

Chlamydia is known as a very quiet disease because most people who contract it do not experience any noticeable symptoms.

Untreated, Chlamydia can cause long-term damage such as infertility.

All it takes to get tested is an appointment during surgery hours with the nurse and we urge our patients to come up and get tested.

If you would prefer not to talk with a nurse please complete an E Consult and we can leave a test form for you at the reception desk.

All you will to do is provide  a first catch urine sample from your first wee of the day and then leave the sample at the desk for completion by nurses.

You may self refer for counselling to talk a service provided for cognitive behaviour therapy and counselling

To be entitled to a free flu vaccination you must be in one of the

‘at risk’ categories below:

  • Aged over 65
  • All pregnant women
  • Diabetes
  • Chronic (long-term) respiratory disease such as severe asthma, chronic obstructive pulmonary disease (COPD) or bronchitis
  • Chronic heart disease, such as heart failure
  • Chronic liver disease
  • Chronic neurological disease such as Parkinson’s disease or motor neurone disease or learning disability
  • Chronic kidney disease
  • A weakened immune system due to disease aged 6 months and over
  • Dysfunction of the spleen
  • Morbid obesity
  • A carer
  • Household contacts of immunocompromised individuals 
  • Children and adolescents aged 6 months to 17 years (up to their 18th birthday) who are in one of the clinical risk group categories above
  • Health and social care staff, employed by a registered residential care/nursing home or registered domiciliary care provider, who are directly involved in the care of vulnerable patients / clients who are at increased risk from exposure to influenza

Children not in clinical risk groups that are eligible for vaccination in accordance with national recommendations 

  • Children aged two – three years but not yet four years on 31st August 2021 

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Clinics are run at Southbourne Village Hall on Tuesday mornings 10am – 12pm.  For more information about the Health visitor service provided by Southern Health please click here.

New referrals – please self-refer to the midwife at St Richards Hospital.

You may wish to see the doctor to be referred to the midwife at Portsmouth Hospital.

Phlebotomy Clinics are held on Tuesday and Friday mornings at Emsworth Medical Practice and on Wednesday mornings at Westbourne Surgery.  You can book appointments online under ‘Blood Clinics’ or book at Reception.

Please make an appointment at least three weeks (longer if you are planning an extensive trip) in advance of your holiday to ensure adequate cover.

We ask for a Travel Risk Assessment Form be completed and returned to the surgery before the appointment – this helps us to tailor your vaccinations and advice to your destination and nature of travel.

This form can be downloaded here.

A charge will be made for certain immunisations and vaccinations which are not covered by the NHS.

A list of these charges can be downloaded here

This service is currently not available.

We offer childhood vaccinations each Tuesday afternoon at Emsworth. You should receive reminders to make the vaccination appointments for your child but if you wish to download a personalised vaccination plan please click here

Administration

Kate Hope – Practice Manager.

Sally Prior – Operations Manager.

Michelle Lamb – IT Manager.

Nursing and extended Healthcare Team

Alexandra Kershaw  -Nurse Practitioner

Sara Pelling  –  Nurse Practitioner

Nurse  Tanya Rose(Senior Nurse) Respiratory clinics , Cardiovascular clinics and General Nursing

Nurse Kate O’Connor – General Nursing and Frailty Care Nurse

Nurse  Kirsty Morrison  – Diabetic clinics , Cardiovascular clinics and General Nursing

Nurse  Jane Bannister – Respiratory clinics.

Nurse  Sally Moss – Cardiovascular reviews and General Nursing.

Heather Strange – Health Care Assistant (HCA) and Diabetes Reviews

Debbie Shelly –  Health Care Assistant (HCA) and Diabetes Reviews

Kerry Jarvis – Health Care Assistant (HCA)

Amber Bessent  – Health Care Assistant (HCA)

Kira Todd  – Phlebotomist.

Care co-ordinators 

Nikki Gordon

Caitlin Harris

Doctors

 Andrew Slingsby

MBBA Lond.  MRCGP DRCOG  DFFP 

Senior Partner

 Jackie Lytton    

MBBS Lond.  BSc  MRCGP   DCH   DFFP  DRCOG 

Nicholas Woodruff   

MBBS Lond.  MRCGP

Abu Chinwala 

BM(Soton)  MRCGP

Elizabeth Lane

BSc,  BM (Soton), DRCOG, DFRSH, DCH, MRCGP.

William Denby

MBBS BSc (Hons) AICSM, MRCGP, FRACGP

Rachel Jennings

BSc (Hons)2003, MB ChB Bsc (Hons, Bristol)2005 DRCOG, DFSRH, MRCGP 2013

Hannah Morgan

BSc(Hons), MBChB, MSc, MRCP(2006), DRCOG, PGCert, MRCGP

Ee Laine Tang                                                                              

MBBS Lond 2013, MRCGP 2019

Dr Natalie Denby

MBBS (BSc Hons) ICSM 2007. Retired RAMC 2017. MRCGP 2019

GP Earnings

All GP Practices are required to declare the mean earnings (ie.average pay) for GPs working to deliver NHS services to patients at each Practice.

The average pay for GPs working in the Emsworth Surgery in 2015/16 was £99,649 calculated before tax and national insurance. This is for 8 doctors who worked in the Practice for 6 or more months, 3 worked full time and 5 were part time.

NHS England requires that the net earnings of doctors engaged in the Practice is publicised and the required disclosure is shown above.  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.

Your Privacy

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.

Please see our new Privacy Policy

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.

Accessibility Statement

Emsworth Medical Practice is committed to making its website accessible, in accordance with the Public Sector Bodies Websites  Accessibility Regulations 2018.

This accessibility statement applies to our website.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1  AA standard, due to the non-compliance listed below.

Software included in the site provides a toolbar for accessibility shown in high contrast red to the left of the screen:

Accessibility Toolbar allows sitewide

  • Resize font (increase/decrease)
  • Grayscale
  • Negative Contrast
  • High Contrast
  • Light Background
  • Links Underline
  • Readable Font
  • Link to Sitemap / Feedback / Help pages

Accessibility Features:

  • Enable skip to content

Remember Your Choice

Save your accessibility preferences automatically

Non-accessible content

The content listed below is non-accessible for the following reason(s):

(a) non-compliance with the accessibility regulations

  • The structure of all the pages throughout the site may affect users using assistive technology.
  • The text will not reflow in a single column when you change the size of the browser window.
  • You cannot modify the line height or spacing of text.
  • Some of our online forms are difficult to navigate using just a keyboard.
  • Some form elements are missing descriptions.
  • You cannot skip to the main content when using a screen reader.
  • Some links identified only by colour.
  • Some link text is used for multiple different destinations.
  • Colour contrast in some areas is insufficient.
  • Some image links are missing alternative text.
  • Heading is missing text in some areas.
  • Some heading elements are not consistent.
  • There’s a limit to how far you can magnify the map on our ‘contact us’ page.
  • HTML tags are used to format text in some places.
  • Readable quiklinks not active on some pages
  • PDF files attached  may not accessible to some reader software

Preparation of this accessibility statement

This statement was prepared on 30.01.2024.

Feedback and contact information

Please contact us at Emsworth Surgery for the attention of the IT Manager to advise of any difficulties accessing the website.

Telephone 01243 378812

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’).

If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Completing the Annual Statement for Infection Prevention and Control (Primary Care)

It is a requirement of The Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance that the Infection Prevention and Control Lead produces an annual statement with regard to compliance with good practice on infection prevention and control and makes it available for anyone who wishes to see it, including patients and regulatory authorities.

As best practice, the Annual Statement should be published on the Practice website.

The Annual Statement should provide a short review of any:

· known infection transmission event and actions arising from this;

· audits undertaken and subsequent actions;

· risk assessments undertaken for prevention and control of infection;

· training received by staff; and

· review and update of policies, procedures and guidance.

Below is a suggested template for the Annual Statement compiled from national guidance and examples of best practice found on the internet. Practices can (and should) adapt the template and add further detail/headings/examples but the five key headings (above) must be included. If the practice are unable to complete one or more of the five key headings, it is likely that the practice are not compliant with the health and Social Care Act.

Infection Control Annual Statement

Purpose

This annual statement will be generated each year in February in accordance with the requirements of The Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. It summarises:

· Any infection transmission incidents and any action taken (these will have been reported in accordance with our Significant Event procedure)

· Details of any infection control audits undertaken and actions undertaken

· Details of any risk assessments undertaken for prevention and control of infection

· Details of staff training

· Any review and update of policies, procedures and guidelines

Infection Prevention and Control (IPC) Lead

The Emsworth Medical Practice has a lead for Infection Prevention and Control: Alexandra Kershaw

The IPC Lead is supported by:

Alexandra Kershaw has attended an IPC Lead training course regularly each year and keeps updated on infection prevention practice.

Infection transmission incidents (Significant Events)

Significant events (which may involve examples of good practice as well as challenging events) are investigated in detail to see what can be learnt and to indicate changes that might lead to future improvements. All significant events are reviewed in the quarterly nurse and practice meetings and learning is cascaded to all relevant staff.

In the past year there have been no significant events raised that related to infection control.

Infection Prevention Audit and Actions

The Annual Infection Prevention and Control audit was completed by Alexandra Kershaw in May 2023

As a result of the audit, the following things have been changed in Emsworth Medical Practice:

· Completed annual statement and uploaded to the website.

· Dust found on curtain rails, fed back to the cleaning company and they now do a monthly audit of their cleaning practice.

· Face masks in store room out of date and swabs in clinican trolleys out of date – disposed of.

· Curtains out of date in clinical rooms – creating folders in each of the treatment rooms to sign of to monitor IPC adherence

An audit on Minor Surgery was undertaken by Alexandra Kershaw in Jan 2024.

No infections were reported for patients who had had minor surgery at the Emsworth Medical Practice.

As a result of the audit, the following things have been changed:

· Update Joint injcetion policy

· Disseminate the policy among the GPs undertaking the minor surgery

An audit on hand washing was undertaken in [insert date]. This was discussed at the practice / staff / partner meeting.

The Emsworth Medical Practice plan to undertake the following audits in 2024:

· Annual Infection Prevention and Control audit

· Minor Surgery outcomes audit

· Domestic Cleaning audit

· Hand hygiene/asepsis audit

· Waste Management Audit

· Vaccine cold chain audit

· Sharps bin audit

Risk Assessments

Risk assessments are carried out so that best practice can be established and then followed. In the last year the following risk assessments were carried out / reviewed:

Legionella (Water) Risk Assessment: The practice has conducted/reviewed its water safety risk assessment to ensure that the water supply does not pose a risk to patients, visitors or staff.

Immunisation: As a practice we ensure that all of our staff are up to date with their Hepatitis B immunisations and offered any occupational health vaccinations applicable to their role (i.e. MMR, Seasonal Flu). We take part in the National Immunisation campaigns for patients and offer vaccinations in house and via home visits to our patient population.

Other examples:

Curtains: The NHS Cleaning Specifications state the curtains should be cleaned or if using disposable curtains, replaced every 6 months. To this effect we use disposable curtains and ensure they are changed every 6 months. The window blinds are very low risk and therefore do not require a particular cleaning regime other than regular vacuuming to prevent build-up of dust. The modesty curtains although handled by clinicians are never handled by patients and clinicians have been reminded to always remove gloves and clean hands after an examination and before touching the curtains. All curtains are regularly reviewed and changed if visibly soiled.

Toys: We have no toys in the practice.

Cleaning specifications, frequencies and cleanliness: We have a cleaning specification and frequency policy which our cleaners and staff work to. An assessment of cleanliness is conducted by the cleaning team and logged. This includes all aspects in the surgery including cleanliness of equipment.

Hand washing sinks: The practice has clinical hand washing sinks in every room for staff to use. Some of our sinks at our Westbourne site do not meet the latest standards for sinks but we have removed plugs, covered overflows and reminded staff to turn of taps that are not ‘hands free’ with paper towels to keep patients safe. We have also replaced our liquid soap with wall mounted soap dispensers to ensure cleanliness.

Training

All our staff receive annual training in infection prevention and control via the e-learning platform e-learning for health.

Policies

All Infection Prevention and Control related policies are in date for this year.

Policies relating to Infection Prevention and Control are available to all staff and are reviewed and updated annually, and all are amended on an on-going basis as current advice, guidance and legislation changes. Infection Control policies are circulated amongst staff for reading and discussed at meetings on an annual basis they are accessable on our shared H- drive.

Responsibility

It is the responsibility of each individual to be familiar with this Statement and their roles and responsibilities under this.

Review date

Feb 2025

Responsibility for Review

The Infection Prevention and Control Lead and the Kate Hope (Practice manager) are responsible for reviewing and producing the Annual Statement.

Alexandra Kershaw

IPC lead and ANP

For and on behalf of the Emsworth Medical Practice

EMSWORTH MEDICAL PRACTICE  – 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 Mrs Sally Prior, our Complaints Manager.

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 Andrew 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.

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.

Integrated Care Board

From the 1st July 2023, the way patients make a complaint about Primary Care services to the commissioner is changing.  Rather than contacting NHS England, they will contact their local integrated care board (ICB).   Our ICB is Hampshire and Isle of Wight

They are committed to ensuring that NHS services across Hampshire, the Isle of Wight, Portsmouth and Southampton are as good as they can be, and value feedback on your experiences.  Your comments, concerns, compliments or complaints about any of the services are welcomed.  They recognise the value that feedback can provide in planning for the future and in improving services.

The NHS can sometimes be complicated to understand, if you feel you need support, the Patient Experience Service can help you to guide your way through the NHS complaints procedure, assist with your concern and advise on any queries you may have regarding any services commissioned, or share any details of organisations that can support you.

Please email: hiowicb-hsi.patientexperience@nhs.net

Ombudsman

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 have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. The PHSO is not obliged to investigate every complaint, they will normally review a complaint once it has been through the local resolution stage.   Contact details for the Parliamentary and Health Service Ombudsman are as follows:

Telephone: 0345 015 4033

Visit: www.ombudsman.org.uk

Violence or Abusive Behaviour

Emsworth Medical Practice 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.

Medical Students

Emsworth Medical Practice 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

Introduction

This Publication Scheme is a complete guide to the information routinely made available to the public by the Emsworth Medical Practice.

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 at http://www.emsworthmedical.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 Medical Practice 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 Medical Practice 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.

Feedback

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 Medical Practice  provides services in accordance with a personal medical services contract held with the NHS England.   A map of the practice area is available 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 Medical Practice receives money from Hampshire, Southampton & Isle of Wight CCG, 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

5. Complaints
The Emsworth Medical Practice 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 Medical Practice 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.

Copyright


Material available through this Publication Scheme is subject to the Emsworth Medical Practice’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

Disclaimer

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.

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