Our Practice

Our Practice Charter

PPG

CQC

Complaints Procedure

Equality and Diversity Policy

Data Protections (GDPR)

Missed Appointments

Non-NHS Reports

All patients can be seen at either site by any of the doctors and nurses.

If you are a new patient you will be offered a routine health check. The Practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation disability or medical condition.

Like all our patients you will be treated with courtesy and with respect for your privacy and personal beliefs.

We aim to see you on time but delays occur. If this happens we shall try our best to keep you informed.

You can expect to be given a clear explanation of your treatment including any risks and alternatives before you agree to the treatment.

You can expect to be referred to a specialist if the doctor believes that you will benefit from this.

We can give you access to your health records in accordance with the General Data Protection Regulations (GDPR) 2019 or Access to Health Records. Please note there may be a fee attached to this request. Please give a week’s notice in writing so the surgery can facilitate your request. All staff at the Practice are bound to keep the contents of your records confidential.

Please arrive on time for your appointments and let us know if you cannot keep an appointment so that we can fit someone else in on your cancellation.

Please treat the team at the Practice with the same courtesy and consideration that you expect to receive.

If you need to see the doctor urgently, please telephone the surgery early in the morning and the receptionist will advise you when to come. Please be prepared to wait.

Interpreting Services can be booked in advance. Please ask at reception prior to booking appointments.

Volunteers

We are looking for VOLUNTEERS from our registered patients to participate in a Patient Group. We need patients from all ages and ethnicity, so that we can discuss your views on your experiences, both good and not so good, of the Practice, with a view to improving the care of our patients.

We should be very grateful if any one who feels that they can contribute to our discussions could contact the Practice giving us your name and contact details:

Phone: (0207) 272 9105/1337
Fax: (0207) 272 8996/561 1494
Email: junction.medicalpractice@nhs.net

Our Patient Group works with the practice to:

      • Offer patient perspective on services provided by the practice
      • Contribute to the continuous improvement of services
      • Foster improved communication between the practice and its patients
      • Help patients to take more responsibility for their health
      • Provide practical support and help to implement change

What does the Customer Quality Care do?

We monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and we publish what we find, including performance ratings to help people choose care.

Standards of care

We set out what good and outstanding care looks like and we make sure services meet fundamental standards below which care must never fall.

The Junction Medical Practice has not yet been inspected by the CQC. You can click on the link below for further information:

https://www.cqc.org.uk

If you have a complaint or concern about the service you have received at the practice, please let us know.

 

How to complain

We hope that most 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 you may wish to arrange a meeting with the Practice Manager to try and resolve the issue. Alternatively you can put your complaint in writing to the Practice Manager in a letter or online using the feedback form.

Please let us have details of your complaint within 12 months of the incident that gave rise to the complaint or within 12 months of when you became aware of the matter.

Complaints should be addressed to the Practice Manager, Mr Jim Knox.

 

What will we do?

We will acknowledge your complaint within three working days. We will then investigate your complaint to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned
  • Identify what we can do to make sure the problem doesn’t happen again

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

Support making your complaint

If you need support to make a complaint you can contact NHS Complaints Advocacy at VoiceAbility. They can provide you with an advocate; a person who will help you to complain. Your advocate will:

  • Ensure that you understand your options
  • Help you to achieve the outcome you are seeking

You can ask for an advocate to assist you at any point in your complaint. If you would like an advocate to work with you, contact VoiceAbility’s NHS complaints helpline:

  • Telephone: 0300 330 5454
  • Textphone: 0786 002 2939

The website www.nhscomplaintsadvocacy.org has resources to support you to make a complaint by yourself. These are available in a range of languages, as well as Easy Read and large print formats.

What if you’re still not happy?

If you’re unhappy with the result of your complaint you can appeal to the Parliamentary and Health Service Ombudsman. This cannot be your first port of call. You must first complain to either the GP practice or to NHS England. The Ombudsman can only help if:

By law you need to contact the Ombudsman within a year of the incident you are complaining about. If it was more than a year ago they may still be able to help if there were good reasons for the delay.

Equality and Diversity Policy

Our policy is designed to ensure and promote equality and inclusion, supporting the ethos and requirements of the Equality Act 2010 for all visitors of our practice.

We are committed to:

  • ensuring that all visitors are treated with dignity and respect
  • promoting equality of opportunity between men and women
  • not tolerating any discrimination or perceived discrimination against, or harassment of, any visitor for reason of age, sex, gender, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief
  • providing the same treatment and services (including the ability to register with the practice) to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, medical condition, religion or belief

This policy applies to the general public, including all patients and their families, visitors and contractors.

Procedure

Discrimination by the Practice or Visitors / patients against you.

If you feel discriminated against:

  • You should bring the matter to the attention of our Practice Manager
  • Our Practice Manager will investigate the matter thoroughly and confidentially within 14 working days
  • Our Practice Manager will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 14 working days

If you are not satisfied with the outcome, you should raise a formal complaint through our Complaints Procedure

Discrimination against our Practice staff.

The Practice will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against or harassment of any member of our staff will be required to leave the practice premises immediately. If the visitor is a patient they may also be removed from the practice list if any such behaviour occurs at the discretion of the Practice Management.

What we record at Our Practice

Healthcare professionals in our practice record information about the care we provide. The type of information that is recorded includes the following:

  • Demographics, e.g. address, telephone number, e‐mail, date of birth, gender, etc.
  • What you tell us when you see us in consultations e.g. about your physical health etc.
  • Diagnoses, investigations, treatments, referrals, family background.
  • Social information e.g. housing status, alcohol, smoking data
  • Third party sources e.g. hospital letters, A&E attendances, relatives,  carers, insurance companies, solicitors

 

What we already share about you:


We share different types of information about our patients. These include:

  • Personal information about you and your illness, when needed for your direct care, e.g. referral to hospital, consultants,  district nurses,  health visitors,  midwives,  counsellors,  the summary care record
  • Patient identifiable information to public health, in order to arrange programs for: childhood immunisations, communicable diseases, cervical smears,  retinal screening
  • With explicit consent, personal information to other organisations outside the NHS, e.g. insurance companies, benefits agencies
  • Limited information about you, if relevant, to protect you and others, e.g. to social services child protection investigations
  • Under certain acts of parliament to protect you and others e.g. court order
  • Summary information which is anonymised (can not identify you) e.g. quality and outcome frameworks (QoF), medical research and clinical audit.

 

It is also important to understand that currently a limited amount of patient information or data is used mostly at local level to help design health services or undertake clinical audit. Some information is used at a national level. Information from lots of individual patients allows the NHS to build a picture of what is happening to the nation’s health. The majority of this information is anonymised before it leaves the healthcare professional, in other words no one can identify who the information relates to.

How we protect your personal information:


Currently, your GP is responsible for protecting your information and to do this they comply with the Data Protection Act 1998 (DPA). As part of the DPA, all healthcare professionals have an obligation only to share information on a need to know basis. For further information on the DPA please go to:
www.legislation.gov.uk/ukpga/1998/29/contents

The physical storage of information is on secure servers which are protected. Access to the information is by authenticated password. The number of people who have access to your information is limited to members of the practice team and in a few instances some pre-agreed data is shared with other health care professional e.g. District Nurses but on a need to know basis.

If you would like to view our Confidentiality Code of Practice Policy, please contact us to arrange.

Missed Appointments

If you are unable to keep your appointment please call the surgery on the number above to cancel your appointment.

10% of all appointments are missed. This affects your and others’ ability to get an appointment when needed. If you have received a text regarding a missed appointment, please view our letters if you have:

Missed One Appointment
Missed Two Appointments

Non-NHS Reports

We complete various medical reports including but not limited to insurance, occupational, disability and housing reports. We aim to complete all reports within 2 weeks from the date of receipt. For all enquiries please contact us.

If the report does not form part of the NHS services a charge may apply (please see the list of Private Fees below).  Where possible, we base our fees in line with the British Medical Associate (BMA) Guidance which is issued yearly.

You can view our list of Private Fees here.

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