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42 High Street Chislehurst Kent, BR7 5AQTel: 0208 295 2464
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
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 surgery data security policies are available should you wish to view them. Please ask a staff member.
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
Model Publication Scheme - further information
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact The Practice Manager and she will deal with your concerns appropriately.
Complaints Information Leaflet
We are continually striving to improve our service. Any helpful suggestions/feedback would be much appreciated and a suggestion box is located in the lobby and on the 'contact us' page of this website.
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.
As a general guide, charges are as follows:
THE CHISLEHURST MEDICAL PRACTICE
PRIVACY INFORMATION LEAFLET
WHAT IS A PRIVACY NOTICE?
A privacy notice is a statement that discloses some or all of the ways in which the practice gathers, uses, discloses and manages a patient’s data. It fulfills a legal requirement to protect a patient’s privacy.
WHY DO WE NEED ONE?
To ensure compliance with the General Data Protection Regulation (GDPR), The Chislehurst Medical Practice must ensure that information is provided to patients about how their personal data is processed in a manner which is:
WHAT IS THE GDPR?
The GDPR replaces the Data Protection Directive 95/46/EC and is designed to harmonise data privacy laws across Europe, to protect and empower all EU citizens’ data privacy and to reshape the way in which organisations across the region approach data privacy. The GPDR came into effect on 25 May 2018.
HOW DO WE COMMINICATE OUR PRIVACY NOTICE?
At The Chislehurst Medical Practice, the practice privacy notice is displayed on our website, through signage in the waiting room, and in writing during patient registration (by means of this leaflet). We will:
WHAT INFORMATION DO WE COLLECT ABOUT YOU?
We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays, etc. and any other relevant information to enable us to deliver effective medical care.
HOW DO WE USE YOUR INFORMATION?
Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest. The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink or others when the law allows.
We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO).
Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including The Chislehurst Medical Practice; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.
Your information may be shared if you have received treatment, to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.
You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering a Type 1 opt-out, preventing your information from being shared outside this practice.
ACCESSING YOUR RECORDS
You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. Furthermore, should you identify any inaccuracies; you have a right to have the inaccurate data corrected.
WHAT TO DO IF YOU HAVE ANY QUESTIONS
The Data Protection Officer (DPO) for The Chislehurst Medical Practice is David Bennett Bromley Healthcare Global House Station Approach Bromley
National Data Opt Out
In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with The Chislehurst Medical Practice. For further details, visit chislehurstmedicalpractice.co.uk.
CHISLEHURST MEDICAL PRACTICE
Advice Notice Regarding Administration of Over the Counter Medication in Nurseries & Schools
Non-prescription/over the counter (OTC) medications DO NOT need a GP signature/authorisation in order for school/nursery/child-minder to give it.
The ‘Statutory Framework for the Early Years Foundation Stage,’ which governs institutions looking after and caring for children used to state that all medicines needed to be prescribed by a doctor, nurse or pharmacist. This has recently been amended to only state that prescribed medication needs this in written format.
The British Medical Association has advised that MHRA licences for medicine and classifies them when appropriate as OTC, based on their safety profile. This is to enable access to those medicines without authorisation from a GP which applies to both inside and outside an educational environment.
It is appropriate for OTC medicines to be administered by a member of staff in the nursery or school, or self-administered by the pupil during school hours, following written permission by the parents s they consider necessary.
It is a misuse of GP time to take up an appointment just to acquire a prescription for a medicine just to satisfy the needs of a nursery/school. This was agreed and supported by the Department of Childrens, School and families who confirmed in a letter aFP10 is not required unless it is a prescription drug.
We hope that this explains as a Practice why we will not be providing letters/prescriptions for medication available over the counter, for example, calpol so that your child’s nursery/school/child-minder can administer them.
We are grateful for your understanding.
THE CHISLEHURST MEDICAL PRACTICE
This document and the information contained therein is the property of THE CHISLEHURST MEDICAL PRACTICE.
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from The Chislehurst Medical Practice.
Author and Role
Jenny Wright, Practice Manager
The Chislehurst Medical Practice
Current Version Number
Current Document Approved By
Version Created By
Version Approved By
The policy applies to all employees and Partners, and also applies to other people who work at the practice e.g. self-employed staff, temporary staff and contractors.
The purpose of this document is to ensure conformity in order to achieve a good standard of medical practice. This is achieved by enabling the patient to have a chaperone present during the consultation and clinical examination of the patient. Medical examinations can, at times, be perceived as intrusive by the patient, having a chaperone present protects both the patient and staff member.
This document and any procedures contained within it are non-contractual and may be modified or withdrawn at any time. For the avoidance of doubt, it does not form part of your contract of employment.
TRAINING AND SUPPORT
The Practice will provide guidance and support to help those to whom it applies understand their rights and responsibilities under this policy. Additional support will be provided to managers and supervisors to enable them to deal more effectively with matters arising from this policy.
WHY AND HOW IT APPLIES
All clinical staff may at some point be asked to act as a chaperone at The Chislehurst Medical Practice. Therefore it is essential clinical personnel are fully aware of their individual responsibilities when performing chaperone duties.
The Practice aims to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have in respect to the individual protected characteristics of those to who it applies.
DEFINITION OF TERMS
A Chaperone can be defined as an “independent person, appropriately trained, whose role is to independently observe the examination/procedure undertaken by the doctor/health professional to assist the appropriate doctor-patient relationship” .
RAISING PATIENT AWARENESS
At The Chislehurst Medical Practice, the chaperone policy is clearly displayed in the waiting area (see Annex A), in all clinical areas and annotated in the practice leaflet as well as on the practice website. The importance of a chaperone should not be underestimated nor understated.
PERSONNEL AUTHORISED TO ACT AS CHAPERONES
A variety of people can act as a chaperone in the practice. Where possible, it is strongly recommended that chaperones should be clinical staff familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available the examination should be deferred.
Where the practice determines that non-clinical staff will act in this capacity the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions to that effect will be laid down in writing by the practice.
Patients must be advised that a family member or friend are not permitted to act as a chaperone as they have not received the requisite training nor do they have the clinical knowledge required. However, they may be present during the procedure / examination if the patient is content.
It may be appropriate to offer a chaperone for a number of reasons. All clinicians should consider using a chaperone for some or all of the consultation and not solely for the purpose of intimate examinations or procedures. This applies to whether the clinician is the same gender as the patient or not.
Before conducting any intimate examination, the clinician should:
Ensuring the patient fully understands the why, the what and the how of the examination process should mitigate the potential for confusion.
The role of the chaperone varies on a case by case basis, taking into consideration the need of the patient and the examination or procedure being carried out. A chaperone is present as a safeguard for all parties and is a witness to continuing consent of the examination or procedure. Chaperones may be expected to:
The clinician carrying out the examination or procedure must ensure they satisfy themselves that the chaperone will:
If any doubt exists, the clinician should discuss the sensitivity of the role with the chaperone, prior to carrying out the procedure or examination.
Chaperones should undergo training which enables them to understand:
Training will be undertaken by all staff who may be required to act as a chaperone at The Chislehurst Medical Practice Training is provided in-house by a GP Partner. The practice manager will provide further information on local training.
In a diverse multicultural society, it is important to acknowledge the spiritual, social and cultural factors associated with the patient population. Clinicians must respect the patient’s wishes and where appropriate refer them to another practitioner to have the examination or procedure undertaken.
Local guidance should be sought regarding patients suffering from mental illness or those with learning difficulties. A relative or carer will prove to be a valuable adjunct to a chaperone.
Chaperones are to ensure they adhere to the practice Caldicott and information governance policies. The clinician carrying out the examination or procedure should reassure the patient that all clinical staff within the practice fully understand their obligation to maintain confidentiality at all times.
If a chaperone was not requested at the time of booking the appointment, the clinician will:
Should an individual refuse to have a chaperone present, this is also to be annotated using the read code 9NP2. If, for reasons outwith the control of the clinician there are not chaperones available, this should also be recorded using the read code 9NP4.
The relationship between the clinician and patient is based on trust and chaperones are a safeguard for the both parties at The Chislehurst Medical Practice The role of a chaperone is vital in maintaining a good standard of practice during consultations and examinations. Regular training for staff and raising patient awareness will ensure this policy is maintained.
This practice is committed to providing a safe and comfortable environment and strives to achieve good practice at all times.
All patients are entitled to have a chaperone present during any consultation, examination or procedure. Clinicians at this practice will advise patients a chaperone is necessary during any intimate examination; this is to safeguard both the clinician and you, the patient.
Where a chaperone is not available, the clinician will ask you to make an appointment and request the presence of a chaperone at the time of booking.
We only use staff who have received the appropriate training as chaperones they have knowledge of the examination or procedure you may be undergoing.
Family and friends are not permitted to act as chaperones as they do not have the knowledge required nor have they had the necessary training.
Should you wish to see the full chaperone policy please ask to speak to the Practice Manager. A copy of the policy is available on the practice website www.chislehurstmedicalpractice.co.uk
If you have any questions, please speak to the reception staff who will direct you to an appropriate member of the team.
 Definition of a Chaperone
 Intimate Examinations and Chaperones: Guidance
 Intimate Examinations and Chaperones: Guidance
CHISLEHURST MEDICAL PRACTICE ZERO TOLERANCE POLICY
SOCIAL MEDIA ZERO TOLERANCE POLICY
The Chislehurst Medical Practice is aware from time to time that derogatory comments about the Practice and staff are posted on social media.
If any such posts are brought to our attention they could be viewed as a potential breakdown in the doctor-patient relationship, and may result in you being removed from our list.
We welcome all feedback, as it gives us the opportunity to review the services that we provide and where necessary or appropriate, make any changes or improvements. However, we would ask that rather than posting derogatory or hurtful comments about the practice or staff on social media, or if there are any aspects of the service that you are not entirely happy with, please speak to us about this or put your comments to us in writing giving us the opportunity to respond.
YOU WOULD NOT EXPECT TO READ DEROGATORY COMMENTS ABOUT YOURSELF AT YOUR OWN PLACE OF WORK, NEITHER DO WE.
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 aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would 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 reasonable 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 you 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:
The Legal Position
As a responsible employer, the Practice has a duty as a provider of NHS healthcare to protect the health, safety and welfare of staff under the Health & Safety at Work Act. This includes a risk assessment of violence towards staff and taking steps to mitigate this under the Management of Health and Safety at Work Regulations 1999.
Staff members who are victims of violent conduct or assault have the right to sue their employers for compensation if the risk of violence could have been reduced or removed completely, but the employers did not act upon this information.
Examples of security issues:
The practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness. In these circumstances, the issue will be discussed with the patient and form part of their care planning.
This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone.
Social Media Policy
The Practice takes any bullying/threatening or undermining remarks about staff on social media very seriously and this will not be tolerated. Any such action may result in reporting the patient to the police in regard to sections 2, 2a, 4 or 4a Protection from Harassment Act 1997, or offences under the malicious Communications Act 1988 and Communications Act 2003.
Those accused of an offence under the malicious Communications Act 1988 and Communications Act 2003 are unlikely to be familiar with the legal system and unaware that what may have been thought of as an innocent message on social media can have life-changing consequences, including imprisonment.
This includes any article or electronic communication that is in whole, or part, of an indecent or grossly offensive nature The above only applies if the senders purpose or one of their purposes was to cause distress or anxiety to the recipient. The mental state of the sender is a key element of the offence and the prosecution must prove their case beyond reasonable doubt. In other words they must make the court or jury sure that a person intended, or one of the intentions was to cause distress or anxiety. A person found guilty could face a prison term not exceeding 2 years on indictment or up to 12 months custody at the Magistrates Court
Similar to offences under the Malicious Communications Act, one offence under the Communication Act 2003 requires the content of the message to be grossly offensive, indecent obscene or if a menacing character. However the mental element of the offence is broader as it includes circumstances where a person should have awareness or recognition that sending the message may create insult or risk of insult to the person to whom the message relates. In addition an offence will be committed under Section 127(2) of the Act where a person had specific intent to cause annoyance, inconvenience or anxiety with a message that is false.
"Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work".
"A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff".
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-doctor 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.
Removing other members of the household
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 is the residence of 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.