Chaperone

Patients are entitled to be accompanied by a chaperone for any consultation, examination or procedure. Please ask at reception at the time of booking if you would like one. We have a full chaperone policy in place, if you would like a copy please ask at reception. 

Complaints & Suggestions

Our Practice Business Manager, Mr Adrian Eglington, would be happy to hear your views and suggestions about the services we provide. He will also help to resolve any complaints, which should be made to him using the following contact details:

  • Email: Adrian.Eglington@GP-A82026.nhs.uk
  • Telephone: 01539 718030 (direct line)
  • In writing: Helme Chase Surgery, Burton Road, Kendal, Cumbria. LA9 7AZ.
  • Appointment: You can arrange an appointment with Mr Eglington to discuss your concerns, he will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.

It would be helpful if you can give specific details of what you feel went wrong, and what outcome you would like.

We will endeavour to deal with patients’ complaints in a positive way, avoiding where possible the need for patients to directly complain to NHS England.

The aim of our complaints system is to:-

  • Resolve complaints quickly to the satisfaction of all parties involved.
  • Avoid unnecessary upset for all parties concerned
  • Avoid progression towards a formal complaint being lodged with the Ombudsman.
  • Learn from situations and improve our general practice services where possible.
Complaints and Suggestions Patient Information Leaflet

If you would like to see a full copy of our complaints policy, please ask at reception.

Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will ONLY be shared with others:

  • To provide further medical treatment for you e.g. from District Nurses and hospital services
  • To help you access other services e.g. the social work department. This requires your consent
  • When we have a duty to others e.g. in child protection cases
  • Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please visit www.nhs.uk/your-nhs-data-matters/.

Exceptional circumstances whereby your confidentiality may be unable to be maintained are if:

  • You share information whereby you or another person is at risk of / or is experiencing harm or abuse
  • You share information whereby a crime has been / or is going to be committed

There is a legal obligation for all health professionals to share this information and it is a requirement of our safeguarding responsibilities.

Confidentiality at Reception

When queuing at reception, we ask that all patients please respect the privacy of the patient speaking to the Care Navigator.

 A room is available if you wish to discuss anything in private.

 We have forms available if you would rather not discuss your reason for an appointment at the front desk, please ask for an appointment request form from our Care Navigator.

Care Navigators and Administration Staff require access to your medical records in order to do their jobs, they are here to help and are governed by the NHS code of confidentiality.

If you have any queries please discuss directly with your health professional.

Consent

This is a patient’s agreement for a health professional to provide care. Consent may be given non-verbally, orally or in writing. We have a full consent policy in place, if you would like a copy please ask at reception. 

GDPR & How Your Information Is Used

The new General Data Protection Regulation (GDPR), which came into force on 25th May 2018, gives you more control over how your personal information is used.

We continue to collect and store your information safely and securely. Your data is collected and used by us for the purposes of providing healthcare services, and this will not change.

The new GDPR changes do not affect your care in any way, and we are as committed as always to providing the best possible service to our patients.

If you would like to see our full privacy notice, please see the link below:

Privacy Notice

Or to read more about the changes in our patient information leaflets, see below:

Privacy Information Leaflet GDPR – Patient Information leaflet

Privacy Notice – update COVID 19

We are committed to protecting your personal information. In the fight against this global pandemic we are currently working with all of our partners in Health and Social Care to ensure information is shared with the right people at the right time to ensure you receive the best possible care.

General Practice Extraction Service (GPES) Data for Pandemic Planning and Research (COVID-19)
This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data
with NHS Digital. A General Practice Transparency Notice which supplements our main practice privacy notice can be found here.’

Please click on the link below for further information.

COVID-19 Privacy Notice
Prescribing for Patients Travelling Abroad

This policy outlines the procedure for patients travelling abroad for short and long periods of time.

NHS Policy

By law, the NHS ceases to have responsibility for the medical care of patients when they leave the UK. In addition GPs are not required by their terms of service to provide prescriptions for the treatment of a condition that is not present and may arise while the patient is abroad.

The NHS does accept responsibility for supplying ongoing medication for temporary periods abroad of up to 3 months. However, if a person is going to be abroad for more than 3 months, then they are only entitled (at NHS expense) to a sufficient supply of regular medication in order to get to their destination, where they should the find an alternative supply of that medication.

Patients residing abroad for a period of more than 3 months should be removed from the registered patient list.

Our Policy

Travelling out of the country for less than 3 months
For patients who inform us they will be out of the country for less than 3 months, we will provide sufficient medicines for an existing condition (e.g. asthma, diabetes…) for the period while the patient is away where it is safe to do so. Drugs that require frequent monitoring may not be prescribed where there are safety concerns. 1 months supply only will be issued for drugs normally available over the counter, such as paracetamol.

Travelling out of the country for more than 3 months
Patients who inform us they will be leaving the country for more than 3 months will be prescribed sufficient medication to enable them to make alternative arrangements at their destination (up to 3 months supply where safe to do so).

They will also be removed from our patient list. We will be pleased to re-register patients on their return to residence in the UK and can reassure patient that their electronic notes are kept on file for reference on your return.

Patients and relatives should not seek medication for themselves while they are abroad as this constitutes NHS fraud.

Prescriptions for medicines in case of illness while abroad.

GP’s will only prescribe NHS prescriptions in this case for exacerbations of pre-existing illnesses, e.g antibiotics for patients who have frequent infections secondary to an underlying lung condition.

GPs may provide private prescriptions if it is clinically appropriate and they can be self-administered safely without medical assessment while abroad. These prescriptions are not free.

Patients should be aware that some drugs commonly prescribed in the UK may be illegal in certain countries and you should check with that countries embassy before you travel.

For further information, see:

NHS Website
Government Website 

Respect

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

Our Practice staff are recruited and trained to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They will, if necessary, respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a rational manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in patients being removed from the Practice list and, in extreme cases, the Police being contacted.

 

Unacceptable behaviour

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Persistent shouting and demanding of Practice staff
  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice’s premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and the practice staff courteously at all times

 

Removal from the Practice List

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-practice relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff.

The prospect of visiting patients that share residence with a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.

If you would like to see a full copy of our Violence and Aggression (Zero Tolerance) policy, please ask at reception.

 

The practice complies with Data Protection and Access to Medical Records legislation and follows the HSCIC Code of Practice on Confidential Information (2014).

Identifiable information about you will only be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

If you wish for information about you to be shared with another person (e.g. a family member or spouse), please read the James Cochrane Practice Patient Confidentiality Charter below, and download and complete our Consent to Disclose Confidential Medical Information form:

James Cochrane Practice Patient Confidentiality Charter

JCP Consent to Disclose Confidential Medical Information Form

We may also disclose confidential information to your relatives if they have Lasting Power of Attorney, please bare in mind that there are two different types. The practice requires a copy of Lasting Power of Attorney for Health and Welfare.

If you have lasting Power of Attorney for Property and Finance the practice will not be able to accept this.

If you have any queries regarding this please ask next time you’re in the practice.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

The two leaflets below describe in more detail how the surgery uses your health records and about the freedom of information act.

Info for patients on Freedom of Information

Info for patients on how we use your Health Records

Confidentiality at Reception

A room is available at both sites if patients wish to discuss anything in private.

When you are queuing at reception, please respect the privacy of the patient speaking to the receptionist.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.

How to Complain

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, let us know as soon as possible – ideally, within a matter of days or at most a few weeks. This makes establishing what really happened easier.

Sometimes there may be a delay; however you should submit the details of your complaint:

  • Within 6 months of the incident that caused the problem

Or

  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Mrs Victoria Taylor (Patient Services Manager) in writing or alternatively, you may wish to discuss your concerns with her over the telephone. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.

What the practice will do

The practice will acknowledge your complaint within three working days and will launch an investigation into your complaint. You will then receive a response, usually in writing, offering an explanation into the circumstances.

The practice aims to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where this is appropriate
  • identify what can be done to make sure the problem doesn’t happen again

How to complain on behalf of someone else

If you are complaining on behalf of someone else, Mrs Taylor has to know that you have their permission to do so. A letter signed by the person concerned will be required, unless they are incapable (because of illness) of doing this.

If you remain dissatisfied

You may wish to contact the Patient Advice & Liaison Service (PALS, Westmorland General Hospital, Burton Road, Kendal LA9 7RG; Telephone 01539 795497). The PALS service is there to provide on the spot help to patients, carers and relatives and where necessary, deal with any concerns they may have quickly and effectively.

PALS leaflet

Alternatively, you may wish to seek further advice from the Independent Complaints Advocacy Service (ICAS). ICAS provides support to people wishing to complain about the treatment or care they receive under the NHS. Trained advocates (also known as case workers) with the knowledge of the NHS complaints procedure help people to understand whether they wish to pursue a complaint, and where required advocates provide support to people in making and progressing complaints.

ICAS Helpline: 0808 802 3000

Local office: The Executive Centre Newcastle, Cuthbert House, City Road, All Saints, Newcastle upon Tyne, NE21 2E.

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Health Service Ombudsman. Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Write: Millbank Tower, Millbank, London SW1P 4QP.

There is wheelchair access through the main entrance at both surgeries.

A wheelchair is available on request at reception at Helme Chase Surgery.

All consulting rooms at Maude Street Surgery are on the ground floor and we have a lift at Helme Chase Surgery.

If you are using a hearing aid with a ‘T’ switch, there is a built in induction loop at Helme Chase and a neck loop available at Maude Street.

Both surgeries are equipped with disabled toilet facilities. If you need any special assistance please ask any member of staff who will be pleased to help you.

The James Cochrane Practice believes fairness, equity and above all values diversity in all dealings, both as provider of health services and employers of the people.

The James Cochrane Practice is committed to eliminating discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We aim to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver modern healthcare.

The James Cochrane Practice intends to embed its equality and diversity values into every day practice, policies and procedures so that equality and diversity becomes the norm for all.

Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc.

The James Cochrane Practice supports working towards developing a workforce that is representative of the community it serves.

The point of contact for the practice for any enquiries relating to Equality and Diversity is Mr Adrian Eglington, Practice Business Manager.

The James Cochrane Practice has a full chaperone policy in place. Patients are entitled to be accompanied by a chaperone for any consultation, examination or procedure. If you would like a chaperone please advise reception at the time of booking your appointment, if a chaperone is not available you can reschedule your appointment. If you would like more details or a full copy of the policy please ask at reception.

The James Cochrane Practice has a full consent policy in place. This refers to a patient’s agreement for a health professional to provide care. Consent may be given non-verbally, orally or in writing. If you would like more details or a full copy of the policy please ask at reception.

The James Cochrane Practice has a full general data protection regulation policy in place. For further information on this matter please refer to the following materials.

How We Use Your Information

Privacy Information Leaflet

 

The James Cochrane Practice is committed to protecting your personal information. In the fight against this global pandemic we are currently working with all of our partners in Health and Social Care to ensure information is shared with the right people at the right time to ensure you receive the best possible care.

Data Protection rules will not hinder the sharing of personal information during these unprecedented times and we will continue to process information in accordance with national law and GDPR.

The processing of personal information relating to this is necessary for reasons of planning and providing health and social care to both individual data subjects and is in the substantial public interest in the area of public health and specifically to support the control of an epidemic. For more detailed information regarding the lawful basis to undertake these activities please see the links below:

• Public Task Art 6 (1e)
• Provision of Health and Social Care/Management of Health Care Systems Art 9(2h)
• Public Interest/Public Health Art 9(2i)
• Vital Interests of a Data Subject Art 9(2c)
• Monitoring Epidemics Recital 46