Practice Policies & Patient Information
Chaperones
Chaperones – What to Expect
The Practice is 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.
What is a Formal Chaperone:
In clinical medicine, a formal chaperone is a person who serves as a witness for both a patient and a medical practitioner as a safeguard for both parties during a medical examination or procedure and is a witness to continuing consent of the procedure. Family members or friend may be present but they cannot act as a formal chaperone.
Why do we need Chaperones:
There are two considerations involved in having a chaperone to assist during intimate examinations; namely for the comfort of the patient and the protection of the doctor/nurse from allegations of impropriety.
What is an intimate examination?
Obvious examples of an intimate examination include examinations of the breasts, genitalia and the rectum but it also extends to any examination where it is necessary to touch or be close to the patient for example conducting eye examinations in dimmed lighting, taking the blood pressure or palpating the apex beat.
The rights of the Patient:
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. Patients have the right to decline the offer of a chaperone. However the clinician may feel that it would be wise to have a chaperone present for their mutual protection for example, an intimate examination on a young adult of the opposite gender.
If the patient still declines the doctor will need to decide whether or not they are happy to proceed in the absence of a chaperone. This will be a decision based on both clinical need and the requirement for protection against any potential allegations of improper conduct.
Consultations involving intimate examinations:
- If an intimate examination is required, the clinician will:
- Establish there is a need for an intimate examination and discuss this with the patient.
- Give the patient the opportunity to ask questions.
- Obtain and record the patient’s consent.
- Offer a chaperone to all patients for intimate examinations (or examinations which may be construed as such). If the patient does not want a chaperone it will be recorded in the notes.
The Patient can expect the chaperone to be:
- Available if requested.
- Pleasant/approachable/professional in manner, able to put them at ease.
- Competent and safe.
- Clean and presentable.
- Completely confidential.
Where will the chaperone stand?
The positioning of the chaperone will depend on several factors for example the nature of the examination and whether or not the chaperone has to help the clinician with the procedure. The clinician will explain to you what the chaperone will be doing and where they shall be in the room should you have a concern about a chaperone.
Patients should raise any concerns/make any complaint via the practice’s usual comments/complaints procedure.
When a chaperone is not available:
There may be occasions when a chaperone is unavailable (for example on a home visit or when a chaperone of the appropriate sex is in the building). In such circumstances the doctor will assess the circumstances and decide if it is appropriate to go ahead without one.
Complaints
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.
How do I make a complaint?
To make a complaint in the first instance please write (see Contact Details tab above for address) ,email or speak with the practice at: nnicb-nn.complaints-drhc@nhs.net
Please see our complaints leaflet for more information.
DRHC Complaints Response
Once we have received your complaint we aim to resolve this as quickly as possible. We will acknowledge receipt of your complaint within three days and respond after investigation within ten working days where possible.
Making a complaint will not affect your ongoing healthcare at the practice.
We will deal with you fairly, compassionately and wish to resolve the situation to a satisfactory conclusion.
Whenever possible, we aim to learn from the complaint and take action so that the same event does not happen again.
This is a completely confidential process, however, we may share your complaint with other healthcare services if they were involved. This may include hospitals, social care or community health services to assist with resolving the complaint and addressing the issues raised.
Can I take my complaint to the Integrated Care Board (ICB)?
Patients cannot raise the same complaint with the practice and the ICB.
If you have a complaint about primary care, you can then take this to the Integrated Care Board (ICB):
Tel: 0115 883 9570 or Email: nnicb-nn.patientexperience@nhs.net
By post:
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Complaints should be made as soon as possible, up to one year after the event.
Anyone can make a complaint on your behalf as long as you have given them permission.
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
Can I get help and support?
Yes. Support can be provided by POhWER who are an independent organisation offering help and support when making an NHS Complaint. They can assist with writing letters, telephone calls and offer support through the complaints process. Tel: 0300 020 0093/0300 456 2370 or Email nhscomplaints@pohwer.net
Patients continue to have the right to escalate their complaint to the Health Service Ombudsman (see below) should they not be satisfied with the practice or ICB initial response.
What if I am not satisfied?
If you are not happy with the outcome provided by the practice or the ICB, then you can contact the Health Service Ombudsman to investigate your case.
The Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank, LONDON SW1P 4QP
Helpline 0345 015 4033
Monday to Thursday 8.30am to 5.00pm | Friday 8.30am to 12pm
Confidentiality & Medical Records
The practice complies with GDPR and is also bound by the Common Law Duty of confidentiality.
Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases.
- Anonymous patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Summary Care Record and Electronic Data Sharing Model (eDSM)
These are two of the methods in which your medical record may be shared with other organisations – please see the leaflet below for more information.
Click here to view our Information Sharing Leaflet
Access to Records
In accordance with the GDPR patients may request to see or obtain copies of their medical records.This will be free of charge.
Duplicated requests for medical information will be chargeable.
No information will be released without the patient consent unless we are legally obliged to do so.
Freedom of Information
Information about the General Practitioners 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.
Data Extraction & Research
NHS Digital (NHSD) extract GP data for Research purposes (known as the GPDPR) and in 2020 they reviewed the way in which this data is collected and the way in which patients can opt out of the extraction of their GP data was changed.
The following changes were introduced respecting the patient’s choice for using their data. NHSD have introduced the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time::-
- Patients do not need to register a Type 1 opt-out to ensure their GP data will not be uploaded.
- NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
- The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.
This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes. Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.
We will update you when we know more about the NHSD plans to change how you can control who has access to your data.
NHS Data Sharing Update – January 2023
The NHS application to use your data was reviewed by the Confidentiality Advisory Group (CAG). They are an independent group of lay people and professionals which provides expert advice on the use of confidential patient information without consent. CAG recommended that our application should be supported, and the Secretary of State for Health approved this. You can choose whether your confidential patient information is used.
For any questions on how we use your data locally or you require this information in a different language text or call Katie Swinburn on Mobile: 07385 360071 or email nnicb-nn.engagement@nhs.net.
If you’d like to opt out of your confidential patient information being used nationally, please contact the National NHS Digital opt-out programme on 0300 303 5678, (Monday to Friday, 9am to 5pm, excluding bank holidays).
Click here to view our NHS Data Sharing Leaflet
General Data Protection Regulation (GDPR)
The practice processes medical records and shares them with appropriate staff who are involved in providing direct care for individual patients. For more information what data we process and on how we comply with GDPR please see our privacy notice below:
Click here for our Privacy Notice
Click here for our COVID 19 Privacy Policy
GP Net Earnings
PUBLICATION OF EARNINGS – 2021/22
“All GP practices are required to declare the mean earnings (e.g. average) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in the Derby Road Health Centre in the last financial year before tax and National Insurance was £67,977
This is for 0 full time GPs, 8 part time GPs, and 2 locum GPs who worked in the practice for more than 6 months.
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 judgment about GP earnings, nor to make any comparison with any other practice.
In view of the fact that there are few hard and fast guidelines in place we must issue a disclaimer against any actions which may or may not be taken with regard to the publication of this information.”
Updated: 29th March 2023
GP Training Practice
The practice has been accredited by the East Midlands Deanery as a GP Training Practice. This means the practice usually has two to three trainee Doctors (F2s and Registrars) training to specialise in General Practice. Each doctor will remain with us for a period of 4-6 months. You may therefore be offered an appointment with the Registrar or F2.
As part of their training and assessment they may have to video record some of their consultations and you will be asked if you would be happy to take part. At any time you are able to say “no” to being videotaped and this will not prejudice your consultation in any way.
If you are happy to be videotaped the receptionist will ask you to sign a consent form. At the end of your consultation, if you don’t wish the tape to be used, you can state this and the tape will be erased. You may also be asked to complete a questionnaire about your consultation which is optional.
Independant Information and Advice
Find out more information about data sharing from the Information Commissioners Office. The ICO is the UK’s independent body set up to uphold information rights. Click HERE to go to their website.
LGBTQ+
There are approximately 80,000 people in Nottinghamshire who identify as lesbian, gay, bisexual and/or trans.
People who identify as LGBTQ+ experience disproportionately worse health outcomes and have poorer experiences when accessing health services. Derby Road Health centre is committed to providing an inclusive and welcoming environment for all of our LGBTQ+ patients.
We have compiled a list of useful links below for patients seeking further advice on support for the LGBTQ+ community.
LGBT+ Service Nottinghamshire (lgbtplusnotts.org.uk)
Notts LGBT Network lesbian, gay, bi, trans information
Overview – Notts LGBT+ Network – NHS (www.nhs.uk)
CAMHS supporting LGBT+ young people (nottinghamshirehealthcare.nhs.uk)
LGBT+ Nottinghamshire | Health for Teens | Nottinghamshire
Help for mental health problems if you’re LGBTQ – NHS (www.nhs.uk)
Patients Charter
We are committed to providing the best possible service to our patients. Your health care is based on a partnership between yourself and our primary care team. The success of this partnership depends on an understanding of each other’s needs and the co-operation between us.
We aim to deliver excellent clinical care.
We will treat you with respect and in return you should treat the practice staff respectfully.
We will at all times have to deal with unexpected emergencies and we ask that you be understanding in the event of there being a delay.
We will not tolerate verbal or physical abuse and this may result in you being asked to register at another practice.
We listen and respond to our patients’ complaints and suggestions.
If you are are unable to attend your appointment you are expected to cancel.
If you frequently miss your appointments without explanation, we will contact you to discuss the matter further.
If your health genuinely prevents you from leaving your house you can request a GP visit. Home visits are very time consuming for the doctors. They may telephone you before deciding if you need to be visited. If you are NOT house bound please book an appointment at the practice.
We operate a completely confidential services and will only share your details with health professionals involved in your care, unless you give us written permission to do otherwise.
We are unable to share with you any information regarding other patients even if they are family members.
You have the right to see your medical record. Please ask for details.
Visions & Values
Click here to view our Visions and Values Policy
Zero Tolerance Policy
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS. The doctors, nurses and staff at this practice have the right to work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right. At no time will any such behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our patient list