- Suggestions and Complaints
- Rights and Responsibilities as a Patient
- Access to Medical Records
- Access Information - How We Can Help You
- The Health and Social Care Information Centre
- Making Your Local Health Record Work
- Health and Safety
- Patient Information
- Expert Patient Programme
- Information For Carers
- Contact Carers Direct
- Carers support groups
- Finance and Law
- Service For Which a Fee is Payable
- Consent Protocol
Suggestions and Complaints
If you would like to help us run the surgery as efficiently as possible, we welcome constructive suggestions, which should be addressed to our Practice Manager in writing please.
If you have a complaint or concern about the service you have received, from the doctors, or one of the staff working in the practice, please let us know. We operate a practice complaints procedure and a copy is available from reception.
Rights and Responsibilities as a Patient
The NHS constitution sets out the rights and responsibilities for patients, and governs what you can expect from the NHS and what the NHS expects in return. These rights have been summarised by the Citizens Advice Bureau and can be found on their website www.adviceguide.org.uk
Some of your rights and responsibilities include:
- Convenient and easy access to health services free of charge and within maximum waiting times
- A good quality of care and environment based on best practice
- Not to be discriminated against on the grounds of gender, race, religion and belief, sexual orientation, disability or age
- To receive drugs and treatment as recommended by the National Institute for Health and Clinical Excellence (NICE) for use in the NHS if your doctor feels it is clinically appropriate for you
- Decisions made in a clear and transparent way so you can understand how services are planned and delivered
- To be treated with dignity and respect in accordance with your human rights
- The right to privacy and confidentiality
- To recognise that you can make a significant contribution to your own and your family’s good health and take some personal responsibility for it
- Register with a GP practice as the main point of access to NHS care
- Treat NHS staff and other patients with respect
- Provide accurate information about your health, condition and status
- To attend your appointment, or let us know as soon as possible so that the cancellation may be offered to another patient
- Follow the course of treatment which you have agreed with your GP and talk to the doctor if this is difficult
The Medical Centre has a zero tolerance policy if a patient becomes violent or aggressive to a member of the team, the Police will be called on these occasions.
The Doctors and staff are required to preserve absolute confidentiality about all of our patients, irrespective of age, and all other matters connected with the surgery. The surgery is fully registered under the Data Protection Act.
From time to time, our practice is assessed by outside authorities such as the local Primary Care Trust, Royal College of General Practitioners, or for a GP training inspection.
These assessment teams will consist of General Practitioners and possibly other practice staff or lay persons. As part of an assessment members of the team may need to look at a sample of patients’ records in order to assess the quality of patient care. All members of the assessment teams have a duty of confidentiality and no personal information will be passed on to any other person by any member of the assessment teams.
You have a right to object. If you wish to do so, you should tell any member of the practice staff. Your objection will be respected and the care that you receive will not be affected in any way by your objection.
Access to Medical Records
If you wish to have online access to elements of your medical records please complete an application form either by downloading a form from our website or by asking for a form at reception. You will need to apply in person with identification as detailed on your application form.
Proxy access can not be given to the medical records of a child under the age of 16 years to parents or guardians.
If you wish to come into the practice to read your medical records please speak to reception to make an appointment. There will be a charge for photocopying any of the medical records you may require.
Access Information – How We Can Help You
Here at Caen Medical Centre we want to help you understand all the information you receive from us.
We can communicate with you in a number of ways such as letter (including larger print), text, telephone or face to face.
If you have a preferred way for us to contact you then please let reception know and we can make a note of this on your record.
If you need an interpreter then we are happy to accommodate this.
To book a British Sign Language interpreter you can contact Telephone: 0845 685 8000 or Textphone: 0845 685 8001 or click on the link below:
For other languages the practice can use Language Line to have the assistance of an interpreter.
When you book your appointment if you require an interpreter please let the receptionist know so we can have everything ready for when you come to the appointment.
The Health and Social Care Information Centre
Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that the NHS, can use this information to plan and improve services for all patients. The NHS would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help to provide a full picture. This will allow the NHS to compare the care you received in one area against the care you received in another, so we can see what works best.
Information such as your postcode and NHS number, but not your name, will be used to like your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
How your information is used and shared is controlled by law and strict rules are in place to protect your privacy. Reports that are published will never identify a particular patient.
You have the right to prevent information about you from being shared or used for any purpose other than providing care, except in special circumstances e.g. a public health emergency.
If you do not want information about you to be shared in this way please let us know so we can note this in your medical records.
If you would like further information please pick up one of the leaflets in the waiting room or visit www.nhs.uk/caredata
More Information Can Be Found at http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/overview.aspx
Making Your Local Health Record Work
How will a shared record help? A shared record means that:
• Your healthcare professionals have the most up to date and accurate information about your health, medications and treatment.
• You get better advice, safer and more effective care.
• Mistakes are avoided
• You will not have to repeat your medical history so often.
What Information will be shared? The information shared includes your name, address, and date of birth and a summary of your health information including:
• Diagnoses and test results
• Any allergies you have
• Medications and treatment you receive.
How will it work? The shared record puts you in control. At the start of your treatment, you will be asked for your permission to view your shared record. If you agree, then the health professional will only be able to view the record whilst you are being treated. You can change your mind at any time during your treatment and withdraw your consent.
Can I say no to a shared record? You are in control and can choose not to share any information with anybody outside of your surgery. You should contact the surgery if you choose not to have a shared record at all.
Who will be able to see my record? Only health professionals you give permission to and who are directly involved in your care will be able to view the shared record. This may include staff from:
• Emergency departments and Minor Injury Units
• GP’s including out of hours GP’s
• Community Nurses
• Physiotherapist and Occupational Therapists
• County wide services such as Ambulance services
• Local hospitals
If you are concerned about sharing sensitive information, please contact us here at the surgery or speak to the healthcare professional treating you.
Where can I find out more?
You can pick up a leaflet ‘Making your local health record work better for you’ here at the practice, or contact:
New Devon CCG on D-CCG.firstname.lastname@example.org
Or the Patient Advice and Complaints Team on email@example.com to call them on Tel: 01392 267665/ 0300 123 1672
Health and Safety
We take as much care as possible to ensure all dangerous substances are locked away, we ask all parents not to leave children unattended in the building. If you discover any damage around the building, please report it to reception to make sure it doesn’t constitute a hazard to others.
Full Health & Safety, Fire and Public liability policies are available for inspection if necessary.
If you require further information regarding your treatment, any specific medical condition, self help group or other support groups, then please discuss with Reception.
If you have been referred for further treatment by your GP and you would like a copy of the referral letter please ask at Reception. Please note that you will need to wait 5 working days from the date of your GP appointment before making this request to allow sufficient time for the letters to be typed and processed into your medical records. This service is only offered to patients making the request in person at Reception.
We publish a quarterly newsletter which contains information about the practice and services we offer. This also contains relevant topics within the NHS.
We use a secure print and mailing company, DocMail, to handle bulk mailing to our patients such as the invitations to attend flu clinics and annual recall for our health screening clinics. DocMail, which is provided by CFH Total Document Management Ltd, provides a print and mailing service for many businesses in the private and public sector to include local government, exam boards, banks etc. Throughout the UK, DocMail guarantees the security of all the data which is posted to you by them and meets with the terms and conditions of the Department of Health Information Governance policy. The records provided to DocMail will only contain enough data to provide the mailing service and this data is deleted within 28 days of the mailing. If you would prefer not to be invited in this way please let us know.
Expert Patient Programme
The Expert Patient Programme courses are an opportunity for people living with long term conditions to develop more skills to help them to cope with the difficulties of long term health problems.
It involves attending a weekly session of two and a half hours for six consecutive weeks.
Research shows that the benefits from attending a course include:
- Making effective use of limited energy
- A more active lifestyle
- Raised self esteem and confidence
- Fewer visits to hospital and shorter stays
- Developing a partnership with health care professionals
- More effective use of resources
- Improved quality of life
Anyone over 18 years of age who is living with a long term condition e.g. Diabetes, Asthma, MS, Arthritis is eligible for the EPP.
“Looking After Me” Courses are also run for carers who may or may not have long term conditions themselves, but are looking after a person WITH a long term condition.
For more information on theses courses please contact the Expert Patients Programme Team on Telephone number: 0800 988 5560 or visits www.expertpatients.co.uk
Information For Carers
If you regularly care for another person, we maintain a carers register. Please discuss with reception.
There is a wealth of information on NHS Choices about carers and caring. Below are some links into the site that we hope you will find useful.
- Caring for a parent
Watch this video on: caring for a parent at home
- Telling people
Caring responsibilities can make it difficult to maintain friendships or develop new ones. Telling your friends you’re a carer is important so they understand and can support you.
- Taking a break
Caring for someone can be a full-time job, but it’s essential that you take time out for yourself too. Read our guide to accessing breaks and respite.
- Housing and carers
Do you know your tenancy rights as a carer? Are you aware of all your care at home options? Do you need tips on moving someone around the home?
Contact Carers Direct
- Telephone 0808 802 0202
- Email: CarersDirect@nhschoices.nhs.uk
- Office Hours Lines are open 8am to 9pm Monday to Friday, 11am to 4pm at weekends. Calls are free from UK landlines.
Carers support groups
Finance and Law
Help claiming benefits, looking after your bank balance and understanding the legal issues of caring.
- Benefits for carers
Directing carers to the benefits that can help them in their caring role
- Benefits for the person you care for
Advice and information on helping the person you look after get the benefits that they are entitled to
- Death and benefits
How your benefits maybe affected after the death of the person you look after and what happens to their benefits
- Managing someone’s legal affairs
Advice for when carers find they have to take over the legal affairs of the person they are looking after
- Other benefits
Advice for carers and the people they are looking after on claiming a whole host of other benefits unrelated to their disability or caring
- Personal and household finance
Advice on keeping a tight rein on household and personal finance for carers
- Social fund
- Tax credits Information on claiming tax credits and whether you might be eligible.
Service For Which a Fee is Payable
The NHS does not cover some services provided by the doctors, and you will be asked for the appropriate fee. A list of such services, and applicable fees is available at reception. This includes services such as private certificates, PSV/HGV licence examinations, driving licence applications, holiday cancellation insurance forms etc.
Click to view: ‘Consent Protocol’
This practice has a Personal Medical Service contract with NHS England.
We aim to follow national guidelines for good clinical care; N.I.C.E and NSF’s Freedom of Information “Publication Scheme” – This is a complete guide to the information routinely made available to the public by the doctors. Freedom Of Information Publication Scheme.
NHS England Area Team should be contacted if you require details about Primary Medical Services in North Devon. They can be contacted at Kingsmill Road, Tamar View Industrial Estate, Saltash, Cornwall, PL12 6LE, Telephone Number 01752 679250.
Caen Medical Centre is part of the North, East & West Devon Clinical Commissioning Group. Dr John Womersley is the Chair of the North.
Telephone Number: 01769 575100
Address: Crown Yealm House, Pathfields Industrial Estate, South Molton, Devon EX36 3LH
GP Net Earnings
All practices are required to declare the mean earnings (eg average pay) for GP’s working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.
The average pay for GP’s working at Caen Medical Centre in the last financial year was £59043 before tax and national insurance. This is for 2 full time GPs and 9 part time GPs