As your GP practice, we have been asked to provide you with access to your full medical record via the NHS app (and NHS website) if you have a suitable NHS login, from 31st October 2023. If you would like to access your record but are having problems doing so please contact us.

We are aware that not everyone will want access to their full record on the internet at this time, and some patients may have concerns about their personal medical records being made available on their smartphones or online, especially if other people have access to their devices.

If you know you will not want access, contact us. You can change your mind at any time by contacting the practice.

We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. Family and friends are not permitted to act as chaperones, however they can remain in the clinical room for reassurance to the patient.  Only the patient, the clinician and the chaperone can be behind the curtain during the examination

When booking an appointment, please let the team member know if you require a chaperone to accompany you to your consultation with a clinician. This way, arrangements can be made and the appointment is not delayed. The doctor or nurse may also require a chaperone to be present for certain consultations.

All trained chaperones understand their role and responsibilities and are competent to perform that role. There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

Their role can be considered in any of the following areas:

• Emotional comfort and reassurance to patients
• Assist in examination (e.g. during IUCD insertion)
• Assist in undressing
• Act as interpreter
• Protection to the healthcare professional against allegations/attack

The practice complies with the Data Protection Act. All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm.

All members of the primary healthcare team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality.

As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy.

Useful websites

• Confidentiality NHS Code of Practice Website
• Confidentiality and Mental Health Website
• Confidentiality Guidance Website

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

We use a secure electronic health records system called SystmOnline. With your permission, we can share your full records that are held here with other healthcare services that also use SystmOnline, who are providing care for you. These other services will ask your permission to view your record.

Many organisations may use SystmOnline including GP practices, out of hours services, children’s services, community services and some hospitals. Sharing your health record will help us deliver the best level of care for you. Please note we will need to share you information if you are referred for care outside of the GP surgery.

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

• take part in the Friends and Family Test
• leave a review on the NHS website
• phone us on 01767 316346
• Complete and submit a Compliment & General Feedback Leaflet

Making a complaint

In the first instance, please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please ask to speak to a manager who will try to resolve the issue and offer you further advice on the complaint’s procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint close to the time the event occurred.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
➢ 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

The practice will acknowledge your complaint within three working days and aims to have
investigated your complaint within 28 working days of the date you raised it with us.

If you are a registered patient, you can complain about your own care.

When the practice investigates your complaint, it aims to:
➢ Ascertain the full circumstances of the complaint
➢ Arrange to discuss the problem with those concerned
➢ Make sure you receive an apology, where this is appropriate
➢ Identify what the practice can do to make sure the problem does not happen again

The practice prefers to receive complaints in writing so that we can fully understand the nature of your concerns, this can be by letter to the address below or submitting the Complaints Form.

Complaints can be made in writing to:
Saffron Health Partnership
Saffron Road,
Biggleswade,
SG18 8DJ

We do realise however that this may not always be possible, we are therefore
happy to accept complaints verbally. If you wish to raise a verbal complaint, please ask
to speak to a manager.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Safffron Health Partnership Complaints Policy & Protocol

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place.
• Allow public access to information held by public authorities.

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• Who we are and what we do.
• What we spend and how we spend it.
• What our priorities are and how we are doing it.
• How we make decisions.
• Our policies and procedures.
• Lists and registers.
• The services we offer.

Who can request information?

Under the act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.

How should requests be made?

Requests must:

• Be made in writing (this can be electronically e.g. email/fax).
• State the name of the applicant and an address for correspondence.
• Describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information, see:

• Legislation GOV.UK

NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

 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 this practice in the last full financial year was £134,655 before Tax and National insurance. This is for 3 full time GPs, 5 part time GPs and 2 locum GPs who worked in the practice for more than six months.

We aim to keep our practice clean and tidy and offer a safe environment to our patients and staff. We endeavour to ensure our premises are kept clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our patient care navigators.

Our GPs and nursing staff follow our infection control policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
• Carry out an annual infection control audit to make sure our infection control procedures are working.
• Provide annual staff updates and training on cleanliness and infection control.
• Review our policies and procedures to make sure they are adequate and meet national guidance.
• Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc, and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
• Make alcohol hand rub gel available throughout the building.

Significant events

In the past year there have been no significant events raised that related to infection control.

Audits

An annual infection control audit is undertaken in the practice. This is based on the Department of Health’s Audit Tool (2005). The results from this year’s audit showed compliance in all areas.

Cleaning specifications

The cleaning staff work to structured cleaning schedules and the daily cleaning of the health centre is contracted to a company who follow national NHS guidance. The public areas are cleaned at lunchtimes as well as every evening

Infection control policy

The infection control policy is reviewed and updated annually if appropriate and updated on an ongoing basis as current advice changes.

We assign all new and existing patients with a named accountable GP to oversee their care.

For patients aged 75 and over, the named accountable GP is responsible for:

• working with health and social care professionals to deliver a care package that meets the needs of the patient
• ensuring that these patients have access to a health check

Patients can still choose to see any GP in the surgery. We will make reasonable efforts to accommodate their preference.

If you have a preference or want to know who your named GP is, you can contact us for more information.

The national data opt-out was introduced on 25 May 2018, enabling patients to opt out from the use of their data for research or planning purposes, in line with the recommendations of the national data guardian in the Review of data security, consent and opt-outs.

Patients can view or change their national data opt-out choice at any time by using the online service at www.nhs.uk/your-nhs-data-matters or by calling 0300 3035678.

By 30 September 2021 all health and care organisations are required to be compliant with the national data opt-out policy.

For further information, please see National data opt-out – NHS digital.

We use the NHS account messaging service provided by NHS Digital to send you messages relating to your health and care. You need to be an NHS App user to receive these messages.

Further information about the service can be found at the privacy notice for the NHS App managed by NHS Digital at https://www.nhs.uk/using-the-nhs/nhs-services/the-nhs-app/privacy/.

In 2023, NHS England published the Sexual Safety Charter.

The charter was developed by NHS England, in collaboration with lived experience organisations, professional bodies, employers and partners across healthcare. The charter is about ensuring that the workplace is a safe place to work for all NHS staff and that patients are adequately protected. Where sexual misconduct does occur, organisations should:

• know how to support people who report it
• have policies in place to help staff and patients report it
• make sure investigations take place

Saffron Health Partnership has signed up to the Sexual Safety Charter.

These are the Charter’s 10 Principles

1. We will actively work to eradicate sexual harassment and abuse in the workplace.
2. We will promote a culture that fosters openness and transparency and does not tolerate unwanted, harmful and/or inappropriate sexual behaviours.
3. We will take an intersectional approach to the sexual safety of our workforce, recognising certain groups will experience sexual harassment and abuse at a disproportionate rate.
4. We will provide appropriate support for those in our workforce who experience unwanted, inappropriate and/or harmful sexual behaviours.
5. We will clearly communicate standards of behaviour. This includes expected action for those who witness inappropriate, unwanted and/or harmful sexual behaviour.
6. We will ensure appropriate, specific, and clear policies are in place. They will include appropriate and timely action against alleged perpetrators.
7. We will ensure appropriate, specific, and clear training is in place.
8. We will ensure appropriate reporting mechanisms are in place for those experiencing these behaviours.
9. We will take all reports seriously and appropriate and timely action will be taken in all cases.
10. We will capture and share data on prevalence and staff experience transparently.

Chaperone policy

Patients may request a suitably trained chaperone for any procedure, test or examination.

Friends and family are not permitted to act as chaperones.

We are a training practice and you may be offered an appointment with a GP registrar. These are fully qualified doctors who are undertaking their specialist training as a GP.

We also teach medical students from the University of Cambridge and sometimes you may be asked to see the doctor or nurse with a student present. You will always be asked beforehand if this is acceptable and you may ask for the student to withdraw if you prefer to have your consultation in private.

We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may enter a behaviour agreement or exercise our right to take action to have them removed, immediately if necessary, from our patient list.

This includes any abuse received via telephone, face to face, social media or in any other form.

Practice charter

You will be treated as a partner in the care and attention you receive. Suitably qualified people will give you the most appropriate care for you. No care or treatment will be given without your informed consent.

In return you are asked to take responsibility for your own health, in partnership with your doctor, by accepting offers of screening and health promotion activities, and by following a healthy life style. You should also be prepared to provide the doctor or nurse with details of your passed illnesses or medication, hospital admissions and any other relevant information. If you are unsure of anything, please ask questions and try to follow the medical advice offered.

We produce a practice leaflet describing the services we offer. This will help you get the best out of the service we offer, along with the information contained on our website.

Patient’s rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect.
• You will be treated as a partner in the care and attention that you receive.
• All aspects of your visit will be dealt with in privacy and confidence.
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
• Please note that once a patient is 16, they will be treated as an adult and we cannot speak to parents without the normal consent process being completed.
• You can bring someone with you, however you may be asked to be seen on your own during the consultation.
• Surgeries will start on time (unless an emergency arises) and you will not be kept waiting for more than 20 minutes for your appointment without an explanation by a member of staff.
• Repeat prescriptions will normally be available for collection within two working days of your request. You can request your repeat prescriptions via our online form.
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters.
• You will be able to see your health records, subject to legal limitations, and all members of staff will keep the contents of patient records confidential, in conjunction with the Data Protection Act.

Patient’s responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you.
• Please ensure that you order your repeat medication in plenty of time allowing 48 working hours. You can use the Repeat Prescriptions Request form to request your repeat prescriptions.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
• Please attend any specialist appointments that have been arranged for you, or cancel them by using the cancel an appointment forms if your condition has resolved or you no longer wish to attend.
• Please follow up any test or investigations done for you with the person who has requested the investigation.
• Attend appointments on time and check in with reception.
• Patients who are more than 10 minutes late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel through our online form. Appointments are heavily in demand, and missed appointments waste time and delay more urgent patients receiving the treatment they need.
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.
• Please inform us via our Change Personal Details form when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.
• Let us have your views by completing our Feedback form. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.
• You are responsible for ensuring that any medical records you are given to keep (such as child health records) are available for your doctor or other health workers to see when necessary.
• If you have any complaints, comments or suggestions about us or the services we offer, please raise them with the business manager.

NHS constitution

The NHS constitution establishes the principles and values of the NHS in England. For more information see these websites:

• GOV.UK Website