The Accessible Information Standard is a new ‘information standard’ for implementation by all organisations that provide NHS or adult social care.

The Standard aims to ensure that people who have a disability or sensory loss receive information that they can access and understand, for example in large print, braille or via email, and professional communication support if they need it, for example from a British Sign Language interpreter.

The Standard requires organisations that provide NHS or adult social care to:

• 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 is clear that they have information or communication needs and how to meet those needs.
• Share people’s information and 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.

Although not exhaustive, the standard is likely to apply to people who are blind and/or deaf, those who have some hearing or visual loss, and people with learning disabilities.

Successful implementation of the Standard aims to lead to improved outcomes and experiences, and the provision of safer and more personalised care and services to those individuals who come within the Standard’s scope.

At practice level we will be making sure that we amend our commonly used forms to ask patients if they have any special communication needs. We will then record any on the patient’s medical record so that anyone seeing the patient is aware that the patient may need assistance with communication. We will make sure that all our forms are available in larger print for patients.

If you do have any special communication needs please make sure that you let us know so that we can help.

The practice is committed to putting patients at ease wherever possible.

If you wish for a chaperone to be present during an examination, please do not hesitate to ask a clinician or one of our receptionists.

It may not be possible for such a person to be provided immediately and you may have to return for the examination to be carried out at a mutually convenient time.

Trust is important in the relationship between clinician and patient and we would, at all times, wish for you to feel able to ask for a chaperone. It is the policy of the practice to respect the privacy, dignity, cultural and religious beliefs of our patients.

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 health care 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.

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.

Useful Websites

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

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.

You can request our publication scheme leaflet at the surgery.

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, please see these websites:

• Legislation GOV.UK
• Information Commissioners Office

Paston Surgery takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.

Please use the links below to find more information about the practice and data protection.

• Transparency
• Telephone Recording
• Case Finding (ECLIPSE)
• Information Sharing Norfolk and Waveney
• Practice Processors

COVID-19 GDPR/Privacy Notice

Please be aware that we may use new providers or suppliers to help us quickly adapt during the outbreak and to continue your care effectively. For example, we may use a new provider for video consultations. We may not be able to add these to our transparency materials right away, and we apologise for this but please be assured that all of our processors are bound by contract to protect your data.

During COVID-19 we may ask you to send a photograph of your bruise or skin condition that you are concerned about whilst we conduct virtual consultations. This photograph will be used by the clinician to determine any medical treatment necessary and will be added to your medical record.

Please note that as this is sent via email, it may not be secure and we therefore ask that you only include your NHS number alongside your photograph in the email. The photograph should only be of the area requested and no other person should be visible in the shot.

How we look after your personal information during the COVID-19 pandemic when staff work from home

In accordance with government guidance and in order to protect the health and safety of our staff during this difficult period, we will requiring all administrative staff to work from home.

This means that staff may need to access any necessary personal and/or medical information remotely in order to look after your healthcare needs.

We would like to assure you that our staff are subject to all relevant security procedures and policies of the practice to ensure that any information is kept safe, secure and confidential at all times.

The average pay for GPs working in Paston Surgery in the 2022-23 financial year was £30,107 before tax and national insurance.

This is for 1 full time, 7 part time and 2 locum GPs who worked in the practice for more than 6 months.

NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown above.

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.

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our practice and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our reception staff.

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.

All patients at the surgery are able to see their GP of choice but each patient has a ‘named accountable GP’ on their clinical record.

If you do not already know who your named GP is, please ask reception.

Whilst your named GP has overall responsibility for you, please feel free to request an appointment with any GP at the practice.

This statement is designed to provide patients with details of the service we aim to achieve, and how you, the patient, can help by using services responsibly. We look forward to enjoying a good working relationship with all of our patients.

Responsibilities to patients

• Patients should be treated with respect, involved in discussions about their care and treatment and able to influence how the service is run.
• Before Patients are given any examination, care, treatment or support, they should be asked if they agree to it.
• Patients should get safe and appropriate care that meets their needs and supports their rights.
• Patients should get safe and coordinated care when they move between different services.
• Patients should be protected from abuse and staff should respect their human rights.
• Patients should be cared for in a clean environment and protected from the risk of infection.
• Patients should be given the medicines they need when they need them, and in a safe way.
• Patients should be cared for in safe and accessible surroundings that support their health and welfare.
• Patients should be safe from harm from unsafe or unsuitable equipment.
• Patients should be cared for by staff who are properly qualified and able to do their job.
• There should be enough members of staff to keep people safe and meet their health and welfare needs.
• Staff should be properly trained and supervised, and have the chance to develop and improve their skills.
• The service should have quality checking systems to manage risks and assure the health, welfare and safety of people who receive care.
• People should have their complaints listened to and acted on properly.
• People’s personal records, including medical records, should be accurate and kept safe and confidential.

Patient Responsibilities

• Patients are expected to treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted. We operate a Zero Tolerance policy which may lead to a possible removal from our patient list.
• If you are between 16-74 years old and have not seen a GP in the last three years please book a health check with the surgery.
• If you are over 75 years old and have not been seen by a GP for the last 12 months you may have a health check with the surgery.
• Patients are expected to act in a responsible and courteous manner whilst on the Surgery premises for the safety and comfort of others.

If you have any suggestions, comments or complaints, please contact the practice.

Complaints Procedure

If you have a serious and genuine complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How To Complain

We hope that most minor problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint within 12 months of the incident, or you discovering that you have a problem.

Complaints should ideally be in writing and be addressed to David Morter, practice manager, or to Dr Anna Malpas-Sands, GP partner, our clinical complaints lead. Please give as much detail as you can and be as specific as possible about your concerns. If you would like to discuss your complaint with someone please let us know. Make sure you also indicate what outcome you are seeking from your complaint.

What We Will Do

All complaints are formally noted. We aim to acknowledge written complaints within 3 working days of receipt and verbal complaints made by telephone are usually recorded. You are encouraged to complain in writing where possible. We aim to give our response to you within 21 working days but if the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.

When we look into a complaint, we aim to:

• Find out what happened and what went wrong.
• Make it possible 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 we can do to make sure the problem doesn’t happen again.

We will usually send our formal reply to you in writing. You may be invited to meet with the person(s) concerned to attempt to resolve the issue.

Complaining on Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, stating why they are unhappy with their treatment and that we can deal with someone else on their behalf. 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 a letter.

Complaining to NHS England

If you would prefer that the practice does not deal with your complaint, your complaint should be addressed to:

Customer Contact Centre at NHS England,
PO Box 16738,
Redditch,
B97 9PT
Email: england.contactus@nhs.net
Telephone: 0300 3112233

They will get our local area team’s input in trying to resolve problems.

Help With Complaining

The NHS Complaints Advocacy Service gives independent advice and support during a complaint investigation.

In Norfolk POhWER, Equal Lives and Age UK have advisers.
Telephone: 0300 456 2370

Norfolk Healthwatch helps patients get assistance and direction to local services.
Telephone: 0808 168 9669

Last Resort

As a last resort there is the Parliamentary and Health Service Ombudsman who investigate complaints that individuals have been treated unfairly or have received poor service from the NHS in England.

Telephone: 0345 015 4033
Textphone (Minicom): 0300 0614298

There is a 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. Over time it will build to include information about other health issues considered important to your wellbeing.

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 asking the surgery directly.

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 the Summary Care Opt Out form; this form can be obtained by contacting the practice.

More Information

For further information please visit the HSCIC Website.

Enhanced Summary Care Record

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.