Policies and Procedures

CAR PARK MANAGEMENT

Introduction

This policy sets out the basis of the provision of car parking facilities at the practice premises.

The speed limit for the site is [Insert figure] miles per hour.

Facilities

The practice provides [Insert number] patient car parking spaces

The practice provides [Insert number] staff designated car parking spaces

The practice provides [Insert number] designated disabled patient car parking spaces

Designated disabled patient car parking spaces will be at least 5% of the total number of patient spaces available.

Disabled spaces will be 2.5m wide with adjacent space of an additional 1.2m (which may be shared with the next parking bay)

Disabled spaces will be conveniently located close to the building or entry points.

The route to the building from disabled spaces will be wheelchair-accessible with dropped curbs where appropriate, and be clearly signed. The route will be at least 1200mm wide.

Design and Maintenance

Every traffic route in a workplace must have a driving surface that is suitable for its purpose. The surface of any traffic route must not be so uneven, potholed, sloped or slippery that any person could slip, trip or fall.

Pedestrians or vehicles must be able to use a traffic route without causing danger to the health or safety of people near it. Roadways and footpaths should be separate whenever possible. Pedestrian routes should represent the paths people would naturally follow (often known as ‘desire lines’), to encourage people to stay on them.

By law, traffic routes must also keep vehicle routes far enough away from doors or gates that pedestrians use, or from pedestrian routes that lead on to them, so the safety of pedestrians is not threatened.

Where pedestrian and vehicle routes cross, appropriate crossing points for people to use will be provided. Pedestrians, cyclists and drivers should be able to see clearly in all directions. Crossing points should be suitably marked and signposted, and should include dropped kerbs where the walkway is raised from the driving surface.

Where necessary, barriers or rails will be provided to prevent pedestrians from crossing at dangerous points and to direct them to the crossing places. Similarly, you can use paving to guide pedestrians to the crossing points.

The practice will:

• Minimise road and route junctions.
• Provide clear signed warning of any height or width restriction – both in advance and at the obstruction itself.
• Protect dangerous obstructions with goalposts, height posts or barriers, or remove them.
• If gates or barriers are to stay open, they will be secured and locked into position.
• Traffic routes will be suitably indicated where necessary including “way in” and “way out” as part of a one-way, or traffic flow system to ensure vehicles flow in an expected direction.
• Install clear signs to tell drivers and pedestrians about the routes they should use.
• Where signposts are used, they will be constructed to Highway Code standards and be consistent with the design of signage on public roads.
• Make sure the signs are kept clean and visible.

Drivers and pedestrians should be able to expect that the layout, signs, road furniture and markings on site will be similar to those on public roads. Signs will be placed so people have time to see and understand them, and take any action to reduce any risks before they reach the hazard.

The practice will make sure that signs are:

• clear and easy to understand
• obvious enough to be noticed
• clean and well maintained so that they are always visible
• reflective and lit if they need to be visible in darkness

A surface gradient (or road camber) of about 1 in 40 should be enough to provide drainage from most areas.

Run-off water will be directed into gullies or drainage channels wherever possible

All gratings and channel units and their covers will be strong enough to bear loads suitable to their location.

Traffic routes will be maintained to provide good grip for vehicles or people. For example, they should be roughened if too smooth, gritted or sanded if slippery, and kept free of oil, grease, rubbish and other debris. A surface providing extra grip may be needed on sloped surfaces.

Do not allow potholes to develop. Potholes will be repaired promptly.

All roads, manoeuvring areas, pedestrian areas, and anywhere traffic movements take place, will have suitable and sufficient lighting for safety, including seasonal needs for lighting in the darker months.

Lights will be kept in good working order, and the covers kept clean. Site lights will be generally on light-sensitive timers, and will be directed downwards, or be fitted with spillage-shields, to prevent light pollution to neighbouring properties. Motion-sensitive lighting may be used in appropriate locations.

Parking areas will:

• be clearly signposted
• be firm
• be level
• be well drained
• not be slippery
• be well lit
• be as close as possible to where people need to go

The type of parking area will depend on the vehicles used at the workplace (including visiting vehicles), where they go and what they are used for.

An alternative to parking ‘lots’ might be bays or lay-bys, offset from the flow of traffic and people, where vehicles can be left safely. These should also be firm, level, well lit and clearly marked.

Where vehicles have to be parked on a slope, they should:

• be parked facing up or down the slope, never sideways on.
• have their brakes applied
• be left in gear (when it is safe to do so).

Maintenance policies should also be developed for roadways, footpaths and the infrastructure items such as structures, drainage, lighting, barriers, signs and markings.

Roads, footpaths and surface drainage on site should be adequately maintained. Paved surfaces should be free from pot holes and other surface defects which may affect vehicles and pedestrians. Adequate spreading equipment and a supply of grit/sand etc should be readily available on-site for snow and icy conditions.

Adequate facilities and materials should be readily available on-site for clean-up of spillages. Any materials used should not directly affect the road surface.

There will be a system to ensure that routine checks of lights and mirrors are regularly carried out. Broken bulbs and other items will be replaced promptly. The surfaces of lights, bulbs and mirrors will be kept clean and clear of mud. Signs will be maintained so that they are fully visible, lit, and have not been obscured by trees or foliage.

Road markings

Markings will help to instruct drivers (for example, ‘SLOW’), and be used for marking:

• traffic lanes
• route edges
• priority at junctions
• stop lines
• no-parking areas
• pedestrian crossings
• pedestrian walking routes
• no-go areas for traffic

White road markings will be used to regulate traffic. Yellow markings will be used to regulate parking.

Double yellow lines should be applied along the edges of routes where parking is not allowed, preferably used with a system of enforcement. Failure to implement an adequate system of enforcement may be seen as a contributory factor in the event of an accident.

Road markings are usually applied as either a cement-based paint or as ‘thermoplastic’ markings. Thermoplastic markings have advantages over paint, but are slightly more expensive. Tyres can soon scrub away cement paint markings, whereas thermoplastic markings have a longer life because they grip the surface better. They also remain slightly raised for longer, making them easier to see and providing better grip for vehicles.

Road markings will be renewed when they fade.

If the overhead clearance on a route is limited, accurate signs will be provided to tell drivers this. If the clearance is less than 4.5m, signs will almost certainly be needed if road vehicles might use the route. Signs should be clear and easy to understand from a distance that will allow drivers to act in good time. If possible, they should also be placed to allow drivers to choose a safe route, or to make a decision not to enter. Height signage should accurately reflect the clearance available.

Materials

Suitable construction materials include:

• hot rolled asphalt (or tarmac) for flexible, outdoor road-type routes;
• concrete or another rigid material for other types of route; and
• semi-rigid ‘slab’-type constructions.

Speed humps

Speed humps are a proven way to limit the speed that vehicles move around a traffic system. Speed humps normally slow vehicles to an average of around 15 miles per hour. Individual humps should not be used on their own. Humps should be repeated at intervals along a route and should not be used within 15 m of a junction or bend. Humps are only suitable for routes where vehicles can go over the humps safely.

Speed hump warning signs should be clearly visible, and should be far enough away from the hump to allow drivers to change their speed safely. The humps themselves should also be clearly marked. For practices it is recommended that emergency vehicles (ambulances) are not required to negotiate speed bumps when on a call to the surgery premises. Where speed bumps are to be installed the ambulance route is recommended to be kept clear of humps to prevent patients with injuries having to go over these.

Enforcement

You may need a wheel-clamping scheme (where wheel clamping is legal) or other measures such as notices to patients to enforce parking restrictions on site. Use these measures if somebody parks where they are not supposed to, to make sure the schemes are effective.

Unauthorised parking may be a problem, as these vehicles are not subject to site rules and requirements. If parking is a significant problem, additional enforcement may be needed.

Risk Assessment

The practice will undertake a specific car park risk assessment [Insert number] times per year with a member of staff and / or a representative of the patient participation group. In the event of a major change or specific incident, an additional risk assessment will be undertaken. The findings (and any resultant action arising) will form the basis of a report to the Partners and to the Patient Participation Group.

If during your consultation you require an intimate examination a chaperone may be offered. As the patient you have the right to decline. The chaperone offered will be another member of staff who has been trained in observing medical examinations.

The role of the chaperone is explained in the following document: Practice Chaperoning Policy

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, you can write to Hannah Northall (Practice Manager) at:

Horseley Heath Surgery,
14 Horseley Heath,
Tipton,
DY4 7QU

or

Tandon Medical Centre,
Kent Street,
Dudley,
DY3 1UX

E-mail address: [email protected]

Hannah will try to resolve the issue and offer you further advice on the complaints procedure.

The practice will acknowledge your complaint within 2 working days and look into your complaint as soon as possible. At this stage you should be offered an explanation or a meeting with the person(s) involved.

When we look into your complaint it aims to:
– Ascertain the full circumstances of the complaint
– Make arrangements 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 the practice can do to ensure this doesn’t happen again.

Escalating further
The practice management team hope that your concerns will be addressed through the discussions with us via the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 2 bodies:

Patient Experience Team
Birmingham and Solihull NHS Cluster,
7th Floor,
Triplex House,
Eckersall Road,
Kings Norton,
Birmingham,
B38 8SS
Tel: 0800 389 8391

Independent Complaints and Advocacy Service (ICAS)
Unit 2.1,
Clarendon Business Park,
Clumber Avenue,
Nottingham,
NG5 1AH
Tel: 0115 962 1776 

If you have a genuine concern about a staff member or regulated activity carried out by this Practice then you can contact the Local CCG via:
Time 2talk – [email protected]
Quality & safety – Sandwell & West Birmingham CCG – 0121 612 4110
or the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.

COL AND CHECKLIST
INC. GUIDE DOGS POLICY

Link: Guide Dogs / Assistance Dogs / Hearing Dogs Policy

Introduction

This document provides the basis for the practice in assessing the needs of its disabled patients, or those with mobility or other requirements to ensure that their access to services is, as far as practicable, maximised.

New Patients

The practice website will contain a “text only” version of the information presented to aid access by the partially sighted.

The practice website will contain a section for those patients with a disability outlining the facilities available at the Practice and their ease of access to the building based on the findings of the Access Audit (below). Consideration will be given to including photographs of relevant access points and facilities.

Disabled patients will be advised on new registration that they are able to telephone the practice from outside on arrival if they require any assistance in accessing the building or its services. Staff will be trained in the appropriate way to help with wheelchairs, partially or non-sighted patients, or those with other special needs.

Clinical staff will assist patients attending for a New Patient Visit including collecting them from the waiting area and escorting them to their consultation as appropriate. Patients benefiting from this will have a major alert message placed on the clinical system record.

Accessible Information Standard (NHS England)

Conforming to the Accessible Information Standard, part of the Health and Social Care Act 2012, is a requirement for practices in England.  It has been put in place to ensure people who have a disability, impairment or sensory loss are able to access and understand any information or communication support they need. The practice works to ensure 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 different formats if they need it, for example in large print, braille, easy read or via email. The practice will also make sure that people get any support with communication that they need, for example support from a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate.

The practice will:

• Ask people if they have any information or communication needs, and find out how to meet their needs.
• Record those needs clearly and in a set way.
• Highlight or flag the person’s file or notes so it’s clear that they have information or communication needs, and how to meet those needs.
• Share information about people’s communication needs with other providers of NHS and adult social care, when they have consent or permission to do so.
• Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it.

For further details see Communication Standards (Inc. Accessible Information Standard) ^[*]

Training and Skills

The practice will keep a record of training courses available, for example signing courses, disability awareness, or patient handling, and will support staff willing to attend these. The Practice will seek to have a member of staff on hand with these skills as far as practicable and will maintain a suitable skills register as part of the routine training needs analysis.

All staff will be offered disability training as part of induction skills training within 6 months of recruitment.

Patient Facilities

The practice will:

• Provide large font practice leaflets
• Promote the Induction Loop system and provide staff training. Loop signs will be clearly displayed in Reception and patients will be asked to indicate if they wish to use this
• Loop refresher training will take place at least annually and within 1 month of new recruit induction.
• Ensure signage is clear and non-obstructive
• Provide a clearly marked and wider disabled parking bay(s)
• Allow guide or other assistance dogs into the premises
• Provide a range of high-backed winged-chairs with a high seat base to assist elderly or disabled patients in standing or sitting.
• Offer private room facilities for patients who may have communication, reading, or writing difficulties
• Provide a spoken CD version of the practice leaflet
• Provide a spoken CD version of its website information
• Allow disabled patients to make appointments by unusual methods, e.g. text messages, on line booking, or letter. The practice will respond to these requests using the method most appropriate to the needs of the patient.

Checking and Recording

The practice will audit its facilities on an annual basis or at significant changes to the premises (see below).

The results will be recorded within a file maintained for the purpose along with any action plans or other documentation required. The file will maintain a summary report of the access facilities available to disabled patients as detailed above.

The practice will seek to establish contact with appropriate disabled patients with a view to an annual consultation with them regarding disability access, at which time the file will be provided to them for assessment and comments.

GUIDE DOGS / ASSISTANCE DOGS /
HEARING DOGS POLICY

Introduction

It is unlawful for service providers to treat disabled people less favourably for a reason related to their disability, and “reasonable adjustments” for disabled people, such as providing extra help or making changes to the way they provide their services are now required. This includes adjustments to physical features of premises to overcome physical barriers to access for people with disabilities, and facilitating such visitors to use services.

The nature of general practice is such that guide dog / hearing dog (“assistance” dog) access is common and desirable. The purpose of this policy is to set out a few simple principles for dogs on the premises. It is not intended to cover the use of assistance dogs in relation to employees of the practice, which would encompass a wider range of disability employment law considerations.

General Considerations

• The practice welcomes assistance dogs. This includes dogs in training where a “walker” is in control of the dog rather than a disabled owner.
• The practice will manage the presence of assistance dogs without recourse to the owner and will pay particular attention to infection control and housekeeping whilst dogs are on the premises
• Physical contact with a dog by clinical staff will be resisted during consultations or examinations, and whilst a general surgery is in progress
• Hand washing or alcohol hand gel will be used by staff after any physical contact with a dog, whether during a consultation or not
• Care will be taken by clinical staff to identify other patients in the surgery list for that session who have been identified as potentially being adverse clinically to the presence of dogs. This will include patients who:
  • are allergic to dogs
  • are immunosuppressed
  • are phobic to dogs
  • have another medical reason.

Consideration will be given to allowing them to wait, or be seen, in an alternative room.

• Cleaning staff will be advised to pay particular attention to a room known to have accommodated a dog that day
• In the event of an incident involving a dog, a significant event record will be created where necessary.
• Owners of assistance dogs will be given the opportunity to “tour” the practice and the grounds with their assistance dog. This will enable the dog to become familiar with routes throughout the building, including those routes seldom used. This will include routes to and from:
  • Public / disabled toilets
  • Through fire exits and on to assembly areas
  • To usual GP and nurse rooms
  • Accessing and exiting the building by normal routes

The opportunity for “refresher” practice will be offered on a regular basis.

As part of the high level of training an assistance dog receives, there are unlikely to be any incidents giving rise to special concern, and the following aspects of these dogs on the premises are likely to be standard behaviour for these animals:

• Dog will remain on a lead and in close contact with the owner
• The dog will usually lie quietly with the owner when waiting to see a clinician and is trained to behave well in public places
• Dog is unlikely to foul any area not within its usual habit and is trained to go to toilet on command, and will be well-groomed (minimal loose hair)
• The dog will be in good health, physically fit, with vaccinations and care programme up to date
• The dog will wear a special identifying harness and collar tag

Resources

Equality Northern Ireland

Equality and Human rights Commission – Making reasonable adjustments

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Horseley Heath Surgery & Tandon Medical in the 2022/23 financial year was £74,232 before tax and National Insurance. This is for 1 Full Time GP and 9 Less Than Full Time GPs who worked in the practice for more than 6 months.

Doctors will be able to sign in and out one of 2 emergency home visit drug boxes located at Horseley Heath Surgery and Tandon Medical Centre. They will be locked in the drug cupboard in the treatment room. If required they are to be signed out by a GP prior to taking them to a visit and returned immediately upon return from the visit and being signed back in.

This approach has been taken instead of each doctor being responsible for their own drugs to avoid waste and improve safety by having only the necessary amount of drugs required and having them kept locked away on site.

Included within the boxes are:

1. GTN Spray
2. Benzylpenicillin 600mg powder for injection x 2
3. Adrenaline 1mg/ml ampoules x 2
4. Water for injection ampoules (2mls each) x 2
5. Aspirin 300mg or 4 x 75mg
6. Salbutamol inhaler x 1
7. Aerochamber x1
8. Glucogel x 1
9. Prednisolone 8 x 5mg tablets
10. Rectal diazepam (10mg ) tube x 1
11. Diclofenac 75mg/3ml ampoule x 1
12. Cyclizine 50mg/1ml ampoule x 1
13. small sharps bin yellow x 1
14. Green needles x 3
15. Blue needles x 3
16. 2ml syringes x 3
17. 5ml syringes x 3
18. Filter needles x3
19. Alcohol wipes x 3

The boxes will be checked every 3 months to ensure the contents are up to date and completely stocked. If stock is used it is the responsibility of the Doctor to inform a member of nursing staff that it needs to be restocked.

Introduction

Some staff may be required to work by themselves either within the surgery or out on home visits. The purpose of this policy document is to establish basic principles to ensure that any personal risks are properly assessed and controlled.

The practice is responsible for health and safety of its workers whether in the surgery or on location, and, wherever necessary, will undertake a risk assessment sufficient to adequately assess the individual circumstances applicable to each member of staff.

Lone Workers Working Within the Surgery

Ensure that:

• All external doors and accessible windows are locked where patient/public access is to be prevented.
• Lone workers should not admit anyone into the premises who is unknown to them.
• Ensure that you are familiar with the locations of telephones with direct access to outside lines, and that you know how to access them.
• Keep your keys secure and not accessible to visitors.
• Use the most secure door for access and exit, preferably one that has a security camera or a door-viewer available. Where the building has CCTV available to monitor the external area, use the system to check visible areas before exiting.
• Do not undertake high-risk physical activity such as lifting / carrying, working on ladders, or undertake manual work whilst alone in the building.
• Lock all doors and windows behind you when you leave an area.
• When moving around the building, ensure access to other areas is prevented or controlled to ensure that intruders cannot access another part of the building without your knowledge.
• Keep a mobile telephone on your person.
• Be aware of the number of the local police station and key practice contacts or keyholders who live locally.
• Be aware of the intruder alarm system, the procedure for calling the security control centre (where used) and the method by which a duress call may be activated.

• Ensure that a colleague or family member is aware of the time that you are expected home. Call that person if you are delayed. Call them to tell them that you are leaving the building and what time you expect to be home. Ensure that the person knows what to do should you fail to arrive in a reasonable time, and that they have the means to contact you both in person (mobile phone) and in the surgery after hours.

Home Visits

Patients who are unwell or suffering from stress may be unpredictable or act in an unusual way. The practice will take all necessary steps to remove the risks associated with visits that have the potential to cause the staff member alarm. Home visits will not be made to patients who are known to be generally aggressive, or where other members of their household pose a similar threat.

Where a staff member perceives that a home visit may be inappropriate for personal safety reasons, an alert will be placed on the clinical system and an alternative means of delivery of the health service will be investigated.

Where a repeat home visit is a normal part of a particular patient’s care then the risk associated with this may be minimal. Where a home visit is requested for the first time, it may be considered appropriate for two staff members to attend initially to assess any potential risk.

Staff may:

• Decline a visit where they feel uncomfortable.
• Decline a visit where the house or the area causes concern.
• Decline a visit where other aspects of the visit may cause concern, e.g. aggressive animals not fully controlled, aggressive or intimidating family members, threats to person or property.

In addition, where the house is occupied by persons smoking, or where the atmosphere in the house is affected by recent smoking or is otherwise smoke affected, the staff member may decline to enter or remain on the premises.

In these circumstances, the staff member may return to the practice and make a report. The clinical system will normally be endorsed with an alert message to the effect that a visit has been declined due to smoking, and the patients will be written to with an explanation, which will include the future requirement to ensure a healthy atmosphere prior to a visit request.

Each Home Visit must be recorded in a recognised format and / or location, including the estimated time of arrival and departure. Where the Home Visit is one of a series of visits the records must have a clear indication of the order / sequence and the duration of each. The record should include:

• Who you will see
• Their contact telephone number
• Time of Appointment
• Duration of visit
• Reason for visit
• Time of return to the surgery or arrival at next visit
• Time of arrival at home if not returning to the surgery

Where the visit is a first to a particular patient or house, then the visit record will be endorsed prominently to that effect to emphasise a greater risk element. A sample record is provided at Appendix A.

• Each visitor should be provided with, or have access to, a mobile phone and / or a personal attack alarm.
• Each visitor should be trained in dealing with aggressive patients and in self-defence / avoidance techniques.
• Each person visiting and using a car should be a member of one of the driving recovery organisations.
• Arrange a distress code or phrase with the practice – its use via a mobile will alert the practice staff to a situation where the police may be called without alarming the patient / householder.
• The visitor should park as close as possible to the house, ensuring the area is well-lit.
• If the visitor is unhappy in visiting a particular home or a particular area then do not go. Alternative arrangements will be made, including, if appropriate, the need for two people to attend. This may include visits to high-crime areas or isolated rural locations.
• Visits during “unsocial” hours or finishing after dark should be avoided.
• Establish a procedure whereby the visitor contacts the surgery before and after each visit to confirm that each one has been safely completed. Where this confirmatory call is not received within a defined time after the estimated duration, the surgery should contact the visitor on the mobile phone provided.
• When returning directly home after visits, you should establish a system whereby you phone the surgery to confirm that you have safely completed your visits and arrived home. In the event this call is not received, a system should be established within the practice to initiate follow-up action including contacting the visitor or relatives as appropriate.
• Reception staff are to ensure the effective management of the above procedures and ensure there is an effective “handover” when practice staff change during the day.
• When undertaking a home visit there may be times when, on arrival, you feel uncomfortable about either entering or remaining in the house. In these circumstances, do not enter, make a suitable excuse, and leave immediately. If necessary, make a mobile phone call to the surgery and pretend that an urgent call has arisen.
• It is the responsibility of Hannah Northall Practice Manager to ensure that systems are in place whereby the whereabouts of the visitor(s) are always known, and to start enquiries where there is cause for concern.

We will register you with a GP, and you do have a right to request to see a GP of your choice. All patients aged over 75 years will have a named GP.

You can find out who your named GP is by asking at reception; this information is also shown on your repeat prescription form.

If you are managing the health of another, you can apply for proxy access.

This provides access to the person’s online account for:

• book and view appointments
• order medication
• access to medical records

Proxy access on behalf of children

People with parental responsibility for children have rights to access their children’s records. This is in most cases. Not all parents have parental responsibility. Proxy access for parent and guardian to a child’s record is a practice-level decision.

Proxy access on behalf of another adult

A person must be registered for online access at the practice where the patient they are acting for is registered. Proxy is the recommended alternative to sharing login details.

In 2015-16 representatives of the practice attended training on identifying what our surgeries should be doing- our overall vision and what values are important to us. This was important to establish in order to ensure everything we do holds to these values, to provide the best care for patients by providing the same level of compassion and respect for our staff.

We’ve been here a while and we don’t experience staff changes that often- this is something we highly value as experience and knowledge of our population through continuity of care enables us to provide the high level of clinical care you have fed back to us in patient questionnaires.

It’s one of the key aspects of General Practice: the privilege of getting to know our patients and their families.

…The level of patients’ trust is a privilege to be earned,

Maintained by our actions, satisfaction is returned…