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Our aim is to provide all our patients with
comprehensive healthcare services
within available resources.
To provide excellence in patient care for each individual and family.
Each patient to be given care that recognises the individual.
Commitment to Quality Care
Respect and Dignity
Compassion and Empathy
Working Together for patients
Learning and Improving
Your health care is a partnership between you and the Primary Health Care Team. The success of this partnership depends on a number of factors.
Only by such co-operation will we be able to improve our services and achieve the ultimate goal of a healthier community.
To enable you to get the most out of the practice, we will ensure that
With your rights come certain responsibilities that will enable us to give you the best possible service. We ask you to note the following:
All staff are bound by rules of professional confidentiality. An interview room is available for confidential enquiries.
As a patient it is your right, with certain exceptions, to ask for all information regarding your health, whether kept on paper or on the computer, confidential - and to this end, all staff are required to sign a statement of confidentiality to ensure that the highest possible standards of confidentiality are maintained.
When you first register with a practice certain personal details, such as your name, address and date of birth are passed to the Health Authority and to the NHS Central Register. This enables your previous medical records to be located and passed to your new practice. Although the Health Authority database holds information on childhood vaccinations and immunisations and cervical cytology no other clinical information is held either there or at the Central Register.
It is possible, however, that it may be necessary to share some information regarding your medical history with other health care professionals such as hospital consultants, to ensure you receive appropriate treatment. In addition there are certain statutory requirements that require a doctor to pass on information to the authorities, for example notification of birth or death, infectious diseases and gunshot wounds.
In other cases, such as releasing medical records to solicitors when dealing with complaints or legal claims or to insurance companies or employers, information is only released with your written authority to do so.
If you do have any concerns regarding the confidentiality of your personal medical history, or you would like further information. Please do not hesitate to discuss this with your doctor or the Practice Manager, Richard Reed.
A leaflet regarding use of personal information is available at the surgery or click here.
& Young People
Whether or not we look after children, young people and their families directly, as a professional or member of the public we all have a duty to keep those children and young people safe. Every staff member within health services has a key role to play in safeguarding and promoting the welfare of unborn babies, children and young people.
Cranleigh Gardens Medical Centre
has a duty to ensure we have systems and procedures in place to protect children and young people from abuse and/or neglect.
A child is defined as anyone who has not reached his or her 18th birthday. If a child or young person discloses they are being abused:
DOING NOTHING TO PROTECT CHILDREN IS NOT AN OPTION!
Categories of Abuse
Possible indicators of abuse include:
• Children who are excessively withdrawn, fearful, or anxious,
• Parents or carers who withdraw their attention from their child,
• Parents or carers blaming their problems on their child,
• Parents or carers who humiliate their child.
• Unexplained injuries or delay in medical help,
• Inconsistencies in history given,
• Unusual Bruising
• Bite marks or cigarette burns,
• Female genital mutilation
• Failure to provide adequate food, shelter or clothing,
• Failure to seek timely and appropriate medical advice,
• Lack or inappropriate supervision, including a child home alone,
• Lack of protection from danger/ harm.
• Physical sexual health problems
• Sexual knowledge inappropriate for age or sexualised behaviour in young children,
• Sudden or unexplained changes in behaviour.
Accessible Information Standard – Overview 2017/2018
The Accessible Information Standard aims to make sure that people who have a disability
, impairment or sensory loss get information that they can access and understand, and any communication support that they need from health and care services.
The Standard tells organisations how they should make sure that patients and service users, and their carers and parents, can access and understand the information they are given. This includes making sure that people get information in accessible formats.
The Standard also tells organisations how they should make sure that people get support from a communication professional if they need it, and about changing working practices to support effective communication.
section 250 of the Health and Social Care Act 2012), all organisations that provide NHS care or adult social care must follow the Standard in full from 1st August 2016 onwards.
Organisations that commission NHS care and / or adult social care, for example Clinical Commissioning Groups (CCGs), must also support implementation of the Standard by provider organisations.
What does the Standard tell organisations to do?
As part of the Accessible Information Standard, organisations that provide NHS care or adult social care must do five things. They must:
What does the Standard include?
The Standard says that patients, service users, carers and parents with a disability, impairment or sensory loss should be able to
There is more information about the Accessible Information Standard on the NHS England website at www.england.nhs.uk/accessibleinfo.
For more information please email NHS England at firstname.lastname@example.org or telephone
0300 311 22 33.
Or you can write to Accessible Information Standard,
NHS England, 7E56, Quarry House, Quarry Hill, Leeds, LS2 7UE.
The Data Protection Act contains eight Data Protection Principles. These state that all data must be:
The Data Protection Act requires that appropriate security measures are in place to safeguard against unauthorised or unlawful access/processing of personal data.
You are entitled to see any information about you held by us, subject to certain conditions. If you wish to view or have a copy of your records, please ask for an application form or click here.
Please note that telephone calls to the practice may be recorded for training and monitoring purposes.
Violent or abusive behaviour towards any member of the practice team will not be tolerated and will almost certainly result in your being asked to obtain medical services elsewhere
We strive to give the best service possible to everyone who attends our practice.
However, we are aware that sometimes things can go wrong and if this happens we want the matter to be settled as quickly and as amicably as possible.
If you have a complaint about the practice, please contact the Practice Manager in the first instance who will deal with your concerns appropriately.
Further written information regarding the complaints procedure is available from reception or by clicking here and a complaints form is available to download here.
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