Care Navigation: New ways for your local GP practice to help you get the right support.
Across County Durham all GP practices want to make sure their patients are seen quickly and by the right healthcare professional. We realise that when you are feeling unwell you just want to get better quickly.
Your GP practice staff have received specialist training, developed by clinicians, to help them provide you with information and to signpost you to the most appropriate person for your different healthcare needs; sometimes a GP is not the best person to see. For example, a Practice Nurse may be more appropriate for matters including dressings, immunisations, or ear syringes. You could also be directed to a healthcare professional in the community, such as a community pharmacist, optician, or sexual health nurse.
So, when you contact your GP practice, the receptionist may ask you a few questions to help navigate you to the best person to help you quickly. They won’t try to diagnose your problem, but you may need to give them a few details about why you are calling. However, you don’t have to, the choice is yours and you can always still request to see your GP, but you may be able to be seen faster by someone who is able to provide the right care for you.
We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at the quick resolution of problems. Please initially either speak directly to your GP or write to our Practice Manager, John Blackburn.
The doctors and staff at Queens Road Surgery strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative, and are realistic enough to appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service he has received.
In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered, one mechanism is the complaints procedure.
- As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Complaints Procedure to assist you through this.
- Any complaint you wish to make can be accepted either in writing or verbally, and should preferably be addressed in either case to the Practice Manager. If you feel the doctor is the most appropriate person to approach, you are free to do so.
- If your complaint is written, you will receive acknowledgement within five working days from receipt.
- Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcomes of the investigations and, where appropriate, the steps are taken to ensure the situation does not recur.
- If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice as to the discussion and the outcome.
- Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.
- The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.
It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate or that you need some support the Independent Complaints Advocacy Service (ICAS) can assist you they can be contacted locally:
North East NHS Independent Complaints Advocacy
312 Aidan House
Sunderland Road
Gateshead
NE8 3HU
or you may not be happy with the results of the complaints procedure. You have the right, therefore to refer your complaint to:
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
Did you know you can now have your say to help improve more services across the NHS?
The Friends & Family Test is about giving patients the opportunity to provide quick feedback on their care and treatment experience. It's already in use in many parts of the NHS and is expanding to a lot more.
You can say what is going well and what can be improved so that people who make decisions about local healthcare can take your views into account.
It doesn't take long and you don't need to give your details.
Look for details in the reception area or waiting room.
You can complete the test on-line by following the appropriate link below, or by using the yellow kiosk situated opposite the reception desk in Queens Road, or beside the reception desk at Moorside.
Please select the appropriate surgery:
Queens Road - Friends and Family Test
Moorside Surgery - Friends and Family Test
Results
- January to December 2015
- Would you recommend this practice ?
- Extremely likely/likely 88%
- Unlikely/extremely unlikely 7%
- Would you recommend this practice ?
Further information can be found regarding all local practices at the following website:
http://www.elephantkiosks.com/software/north-durham-ccg/website
GDPR – Your data, Privacy and the Law
Remove all contents currently there apart from the 'Access to medical records' link and replace with:
The way in which patient data gathering is done by NHS Digital is changing. There is currently a lot of information online and in the news about your choices and opting out of these collections. You can opt out of your GP record being shared with NHS Digital for planning and research and this should be done before the commencement date.
For more information, please follow the link below to our privacy notice to find out more.
NHS England require that the net earnings of doctors engaged in the practice is published 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 for any judgement about GP earnings, nor to make
any comparisons with other practices.
The average earnings for GPs working in the Queens Road Practice in the last financial year was £82,133 before taxation and national insurance.
This is for 7 full time GPs and 5 part time GPs who worked in the practice for more than 6 months.
GP Letters of Support
Queens Road Surgery is committed to supporting our patients. However, when applying for benefits, housing, passes, adjustments or any other matter where medical conditions may be relevant, we will only supply this information when approached formally by a third party for a factual report.
We will not supply letters of support directly to patients.
Please note all requests from the third party will require the patients’ formal consent.
We will only complete factual responses. We are not able to give an opinion. If in doubt we will refuse to complete the request and may issue a copy of medical records instead with your consent.
Be aware we charge for any requests.
Housing Applications
We do not provide letters for housing, so please do not request these. Whilst we appreciate that housing problems can be stressful, this is a matter for the council housing office. If the council requires additional medical information, they will send a specific form to the GP surgery. You will need to provide your written consent for this.
If you are intending to apply for a council home for health reasons you do not need to send a letter from the GP.
The Council will write, in confidence, to your doctor if further information is required.
GPs receive frequent requests for medical letters and reports in support of housing applications from a variety of sources – the local authority, housing associations, directly from patients and from patients via Citizens Advice Bureau. The arrangements for seeking GP reports and for payment vary from local authority area to local authority area, and even when clearly agreed are often not implemented by local authority staff. However, all requests should come via the Council or Housing Association and not the patient.
Information in support an application based on health grounds should be supplied by the applicant using a form provided by the Housing Department (self-assessment). This should not require any input from the GP/practice.
Only if additional information is required, should the Housing Department Medical Officer obtain it from the applicant’s doctor, preferably using a standard form, provided the patient has given written consent. The Medical Officer should seek information which is only available to the GP, for example:
- the diagnosis;
- severity of the illness;
- medication
We understand that patients are often wrongly advised to get a letter from their GP and we can supply you with a letter outlining the above that you can show to anyone wrongly directing you to us for such documentation.
Confidentiality & Medical Records
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.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the Practice Manager.
Subject Access Requests
You have the right to access the information we hold about you. To do this, you will need to submit a Subject Access Request.
The details are provided in the following Policy:
Complaints
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 who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed. This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
GP surgeries are working under increasing pressure and must prioritise the services they can provide. We no longer offer a full travel service. The NHS has a very comprehensive website, giving the information you need to identify any vaccines advised for trips abroad, and ensure that you stay as healthy as possible.
There is further information about countries and vaccinations required on the Fit For Travel website.
| Disease | Vaccines | Boosters |
| DTP (Diphtheria, Tetanus, Polio) | Revaxis | 10 yearly (if had 5, no booster needed) |
| Hepatitis A | Havrix, Avaxim | 25 years after 2nd dose |
| Typhoid | Typherix, Typhim vi | 3 yearly |
| Cholera | Dukoral** |
** Not commonly required.
Other vaccinations may be necessary for more exotic or unusual destinations, complex travel itineraries, or long stay vacations. These need to be given at a high street travel clinic. There will be a charge for these. If you would rather have all of your vaccinations done at these clinics, they can also give the vaccines above but they will charge for these.
We strongly advise you to check your requirements at least three months before travel, as sometimes a course of up to three vaccinations needs to be given over the course of several weeks.
It is your responsibility to ascertain which vaccinations (and, if relevant, anti-malaria tablets) you need, and also to inform yourself fully of recommended travel safe precautions. To do this, you should visit Travel Health Pro or the Fit For Travel website and read the information relevant to the country you are visiting.
The ‘vaccinations for some travellers’ section usually relates to back-packers, people travelling for more than 4 weeks, or special situations, e.g. working in health care projects, or with animals. If you are planning such a trip you need to make arrangements to have these at a high street travel clinic.
If you think that you need any of the vaccinations provided by the NHS, please attend a travel clinic and then hand your form in at reception clearly marking what country you are visiting. Our practice nurse will check our stock and your travel form then you will be contacted with an appointment. Please do not make appointment without visiting a travel clinic and having your printout as this will be a wasted appointment.