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.
Our Practice Business Manager, Mr Adrian Eglington, would be happy to hear your views and suggestions about the services we provide. Adrian and his colleague Donna work closely together to investigate and find resolutions on all complaints and matters involving patient dissatisfaction. Where a learning point is identified, Donna works with the clinicians to discuss why the complaint occurred and what we can do as a practice to prevent it happening in the future. This may involve sharing with the relevant teams. Donna is also a point of contact should Adrian be unavailable.
Should you have any complaints or suggestions, please contact Adrian using the following contact details:
- Email: email@example.com
- 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.
If you would like to see a full copy of our complaints policy, please ask at reception.
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.
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.
Patients that wish to give their consent for another named person to have access to areas of their medical record, should read, print and complete the below form, and then return it to us.
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:
Or to read more about the changes in our patient information leaflet, see below:
National Data Opt-Out
If you do not want your GP to share your identifiable patient data for purposes except for your own care, you can opt-out by registering a Type 1 Opt-out. This prevents your data being shared with NHS Digital if you register your opt-out before 31st March 2022. You can still register your opt-out at any time after this date and it will prevent any more data being shared with NHS Digital.
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.
This policy outlines the procedure for patients travelling abroad for short and long periods of time.
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.
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:
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.
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.