Access Information Standard
What is the Accessible Information Standard?
The Accessible Information Standard – known officially as SCCI1605 Accessible Information – is a new ‘information standard’ for implementation by all organisations that provide NHS or adult social care.
Compliance with information standards of this type is a mandatory requirement, including for NHS Trusts and GP practices. This is set out in section 250 of the Health and Social Care Act.
The Accessible Information 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.
Full compliance with the Standard is required by 31 July 2016, although there are also some milestones in advance of this.
Which organisations does the Standard apply to?
All organisations that provide NHS or adult social care must follow the Standard. This includes NHS Trusts and NHS Foundation Trusts, independent contractors and providers from the private and voluntary sectors.
Which patients are affected by the Standard?
The Standard applies to patients and service users who have information and/or communication needs relating to a disability, impairment or sensory loss. It also applies to parents and carers of patients/service users who have such information and/or communication needs, where appropriate. Individuals most likely to be affected by the Standard include people who are blind or deaf, who have some hearing and/or visual loss, people who are deafblind and people with a learning disability. However, this list is not exhaustive.
What impact will implementing the Standard have?
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. It should lead to improvements in patient satisfaction and experience, patient safety, outcomes (for example to due to earlier diagnosis and treatment) and patients’ ability to self-care and adhere to clinical and medical advice.
The Standard is expected to benefit both patients and organisations, for example by reducing ‘did not attend’ (DNA) rates. For instance, the 2013 Action on Hearing Loss report, Access all Areas? included the statistic that 14% of people with hearing loss had missed an appointment due to not hearing their name being called in the waiting room. There are an estimated 10 million people with hearing loss across the UK, if 14% of them have missed an appointment due to not hearing their name being called, that is 1.4 million missed appointments.
The Standard should lead to some specific and significant benefits, including as follows:
- Improved health and wellbeing amongst patients in the key affected groups due to increased take-up of early intervention and prevention opportunities as part of national programmes (for example NHS Health Checks and ‘flu vaccination), ability to participate in decision-making and improved compliance with treatment / medical advice.
- Improved patient safety due to ability to understand and follow information regarding care and treatment, including medicines management and pre- and post-operative advice.
- More appropriate use of services by patients in affected groups including increased use of primary/routine care and services and reduction in urgent and emergency care usage.
- Improvement in the effectiveness of clinical care due to addressing barriers to communication.
- Improvement in patient experience and satisfaction, and reduction in complaints and litigation associated with failure to provide accessible information and communication support.
Further information can be found here – www.england.nhs.uk/ourwork/accessibleinfo/
Accessible Information Patient Form (.docx, 15KB)
At Tudor Lodge Health Centre, we will ask newly registered patients about their specific needs on our registration form
For existing patients, our staff will routinely ask when you visit. Please help us to communicate effectively with you by making us aware of your specific needs.
Data Protection Privacy Notice for Patients
Privacy Notice (.docx)
Privacy Notice – Simple Version (.docx)
Privacy Notice – Easy Read (.docx)
For the purpose of applicable data protection legislation including the General Data Protection Regulation (EU 2016/679) and the Data Protection Act 2018, the GP practice responsible for your personal data is Tudor Lodge Health Centre.
We, Tudor Lodge Health Centre, will be known as the ‘Controller’ of the personal data you provide to us.
Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights.
This Privacy Notice applies to personal information processed by or on behalf of the Practice. It applies to the personal data of our patients and to the data you have given us about your carers/family members. It covers the following topics:
- Why do we need your data?
- What data do we collect about you?
- What is the legal basis for using your data?
- How do we store your data?
- How do we maintain the confidentiality of your data?
- How long do we keep your data?
- What are your data protection rights?
- Who do we share your data with?
- Are there other projects where your data may be shared?
- When is your consent not required?
- How can you access or change your data?
- What should you do if your personal information changes?
- Our Data Protection Officer
- How to contact the appropriate authorities
Why do we need your data?
As your General Practice, we need to know your personal, sensitive and confidential data in order to provide you with appropriate healthcare services. Your records are used to facilitate the care you receive, and to ensure you receive the best possible healthcare.
Information may be used within the GP practice for clinical audit, to monitor the quality of the service provided.
What data do we collect about you?
Personal data: We collect basic personal data about you which does not include any special types of information or location-based information. This includes your name, postal address and contact details such as email address and telephone number.
By providing the Practice with your contact details, you are agreeing to the Practice using those channels to communicate with you about your healthcare, i.e. by letter (postal address), by voice-mail or voice-message (telephone or mobile number), by text message (mobile number) or by email (email address). If you are unhappy or have a concern about our using any of the above channels, please let us know.
Special Category personal data: We also collect confidential data linked to your healthcare which is known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare context) ethnicity and gender. This is obtained during the services we provide to you and through other health providers or third parties who have provided you with treatment or care, e.g. NHS Trusts, other GP surgeries, Walk-in clinics etc.
Records which the Practice holds about you may include the following information:
- Details about you, such as your address, carer, legal representative, emergency contact details
- Any contact the Practice has had with you, such as appointments, clinic visits, emergency appointments etc.
- Notes and reports about your health
- Details about your treatment and care
- Results of investigations such as laboratory tests, x-rays etc
- Relevant information from other health professionals, relatives or those who care for you
NHS records may be electronic, on paper, or a mixture of both.
Use of CCTV: Closed circuit television is utilised to protect the safety of our patients, staff and members of the public. To maintain privacy and dignity, CCTV is not in place where examinations or procedures are being undertaken. The Practice remains the data controller of this data and any disclosures or requests should be made to the Practice Manager.
What is the legal basis for using your data?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 201
- The General Data Protection Regulations 2016
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentiality, Information Security and Records Management
Under the General Data Protection Regulation we will lawfully be using your information in accordance with:
Article 6 (e) – “processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller”
Article 9 (h) – “processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems”
For the processing of special categories data, the basis is:
Article 9 (2) (b) – “processing is necessary for the purposes of carrying out the obligations and exercising specific rights of the controller or of the data subject in the field of employment and social security and social protection law”
These articles apply to the processing of information and the sharing of it with others for specific purposes.
How do we store your data?
We have a Data Protection regime in place to oversee the effective and secure processing of your personal and special category (sensitive, confidential) data. No third parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place.
The Practice uses the system EMIS Web to manage clinical information for your care and health. This system is provided by a company called EMIS Health Ltd which acts as a data processor on behalf of the Practice. They also use a sub-processor, Amazon Web Services, which acts under written instructions from EMIS Health Ltd. Under no circumstances are any of these organisations allowed or able to access your information.
All the personal data we use is processed by our staff in the UK. However, for the purposes of IT hosting and maintenance this information may be located on servers within the European Union.
In certain circumstances you may have the right to withdraw your consent to the processing of data. These circumstances will be explained in subsequent sections of this document.
In some circumstances we may need to store your data after your consent has been withdrawn, in order to comply with a legislative requirement.
How do we maintain the confidentiality of your data?
Our Practice policy is to respect the privacy of our patients, their families and our staff and to maintain compliance with the General Data Protection Regulations (GDPR) and all UK specific Data Protection requirements. Our policy is to ensure all personal data related to our patients will be protected.
We use a combination of working practices and technology to ensure that your information is kept confidential and secure.
Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.
All employees and sub-contractors engaged by our Practice are asked to sign a confidentiality agreement. The Practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor for Tudor Lodge Health Centre an appropriate contract will be established for the processing of your information.
Some of this information will be held centrally and used for statistical purposes. Where this happens, we take strict measures to ensure that individual patients cannot be identified.
Sometimes your information may be requested to be used for research purposes. The Practice will always gain your consent before releasing the information for this purpose in an identifiable format. In some circumstances you can Opt-out of the Practice sharing any of your information for research purposes.
How long do we keep your data?
We are required under UK law to keep your information and data for the full retention periods as specified by the NHS Records Management Code of Practice for Health and Social Care and in accordance with National Archives requirements.
More information on records retention can be found online at: https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016
What are your data protection rights?
If we already hold your personal data, you have certain rights in relation to it.
Right to object: If we are using your data because we deem it necessary for our legitimate interests to do so, and you do not agree, you have the right to object. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases). Generally, we will only disagree with you if certain limited conditions apply.
Right to withdraw consent: Where we have obtained your consent to process your personal data for certain activities (for example a research project), or consent to market to you, you may withdraw your consent at any time.
Right to erasure: In certain situations (for example, where we have processed your data unlawfully), you have the right to request us to erase your personal data. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases) and will only disagree with you if certain limited conditions apply.
Right of data portability: If you wish, you have the right to transfer your data from us to another data controller. We will help with this with a GP to GP data transfer and transfer of your hard copy notes.
National Data Opt-Out: The National Data Opt-Out is a service introduced on 25 May 2018 that allows people to opt out of their confidential patient information being used for research and planning purposes. The National Data Opt-Out replaces the previous Type 2 Opt-Out, which required NHS Digital not to share a patient’s confidential patient information for purposes beyond their individual care. Any patient who had a Type 2 Opt-Out has had it automatically converted to a National Data Opt-Out from 25 May 2018 and has received a letter giving them more information and a leaflet explaining the new service. If a patient wants to change their choice, they can use the new service to do this. You can find out more from the Practice or by visiting:
If you wish to raise a query or request relating to any of the above, please contact us. We will seek to deal with it without undue delay, and in any event in accordance with the requirements of any applicable laws. Please note that we may keep a record of your communications to help us resolve any issues which you raise.
Who do we share your data with?
We consider patient consent as being the key factor in dealing with your health information.
To provide around-the-clock safe care, we will make information available to trusted organisations for specific purposes unless you have asked us not to,
To support your care and improve the sharing of relevant information to our partner organisations when they are involved in looking after you, we will share information to other systems. The general principle is that information is passed to these systems unless you request that this does not happen, but that system users should ask for your consent before viewing your record.
Our partner organisations are:
- NHS Trusts / Foundation Trusts
- NHS Commissioning Support Units
- Independent Contractors such as dentists, opticians, pharmacists
- Private Sector Providers
- Voluntary Sector Providers
- Ambulance Trusts
- Clinical Commissioning Groups
- Social Care Services
- NHS England (NHSE) and NHS Digital (NHSD)
- Multi Agency Safeguarding Hub (MASH)
- Local Authorities
- Education Services
- Fire and Rescue Services
- Police and Judicial Services
- Voluntary Sector Providers
- Private Sector Providers
- Other ‘data processors’ which you will be informed of
You will be informed who your data will be shared with, and in cases where your consent is required you will be asked for it.
Below are some examples of when we would wish to share your information with trusted partners.
Primary Care Networks: We are a member of PRIME Primary Care Network. This means we work closely with a number of local practices and care organisations for the purpose of direct patient care. They will only be allowed to access your information if it is to support your healthcare needs. If you have any concerns about how your information may be accessed within our primary care network, we would encourage you to speak or write to us.
Extended Access: We provide extended access services to our patients which means you can access medical services outside of our normal working hours. In order to provide you with this service, we have formal arrangements in place with the Clinical Commissioning Group and with other practices whereby certain key “hub” practices offer this service on our behalf for you as a patient to access outside our opening hours. Those key “hub” practices will need to have access to your medical record to be able to offer you the service. We have robust data sharing agreements and other clear arrangements in place to ensure your data is always protected and used for those purposes only.
Medicines Management: The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up-to-date and cost-effective treatments. Our local NHS Clinical Commissioning Group employs specialist pharmacists and they may at times need to access your records to support and assist us with prescribing. This reason for this is to help us manage your care and treatment.
Individual Funding Requests: An Individual Funding Request is a request made on your behalf, with your consent, by a clinician, for the funding of specialised healthcare which falls outside the range of services and treatments that CCG has agreed to commission for the local population. An Individual Funding Request is considered when a case can be set out by a patient’s Clinician that there are exceptional clinical circumstances which make the patient’s case different from other patients with the same condition who are at the same stage of their disease, or when the request is for a treatment that is regarded as new or experimental and where there are no other similar patients who would benefit from this treatment. A detailed response, including the criteria considered in arriving at the decision, will be provided to the patient’s clinician.
Are there other projects where your data may be shared?
Other research projects: With your consent we would also like to use your name, contact details and email address to inform you of services that may benefit you. There may be occasions when authorised research facilities would like to invite you to participate in research, innovations, identifying trends or improving services. At any stage where we would like to use your data for anything other than the specified purposes and where there is no lawful requirement for us to share or process your data, we will ensure that you have the ability to consent or to opt out prior to any data processing taking place. This information is not shared with third parties or used for any marketing and you can unsubscribe at any time via phone, email or by informing the Practice.
When is your consent not required?
We will only ever use or pass on information about you to others involved in your care if they have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances.
There are certain circumstances where we are required by law to disclose information, for example:
- where there is a serious risk of harm or abuse to you or other people
- where a serious crime, such as assault, is being investigated or where it could be prevented
- notification of new births
- where we encounter infectious diseases that may endanger the safety of others, such as Meningitis or measles (but not HIV/AIDS)
- where a formal court order has been issued
- where there is a legal requirement, for example if you had committed a Road Traffic Offence
We are also required to act in accordance with Principle 7 of the Caldicott Review (Revised version 2013) which states: “The duty to share information can be as important as the duty to protect patient confidentiality.” This means that health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott Principles.
How can you access or change your data?
You have a right under the Data Protection legislation to request access to view or to obtain copies of the information the Practice holds about you and to have it amended should it be inaccurate.
Your request should be made to the Practice and we have a form (SAR – Subject Access Request) which you will need to complete. We are required to respond to you within one calendar month.
For information from the hospital you should write direct to them. You will need to give adequate information (full name, address, date of birth, NHS number and details of your request) so that your identity can be verified and your records located.
There is no charge to receive a copy of the information held about you.
What should you do if your personal information changes?
Please contact the Practice Manager as soon as any of your details change. This is especially important for changes of address or contact details (such as your mobile phone number).
The Practice will from time to time ask you to confirm that the information we currently hold is accurate and up-to-date.
It is important to point out that we may amend this Privacy Notice from time to time.
Our Data Protection Officer
The local CCG has appointed Umar Sabat to act on behalf of GP Practices to be the Data Protection Officer.
He can be contacted on the following e-mail address:
If you have any concerns about how your data is shared, or if you would like to know more about your rights in respect of the personal data we hold about you, then please contact the Practice Data Protection Officer.
How to contact the appropriate authorities
If you have any concerns about how your information is managed at your GP Practice, please contact the GP Practice Manager or the Data Protection Officer in the first instance.
If you are still unhappy following a review by the GP Practice, you have a right to lodge a complaint with the UK supervisory authority, the Information Commissioner’s Office (ICO), at the following address:
Tel: 01625 545745
The practice aims to provide a comprehensive and integrated service to patients who misuse drugs and alcohol. We provide advice, information and support. We have good links with clinical substances misuse teams and we can arrange and co-ordinate aftercare.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
GP Net Earnings
2019/2020 GP Earnings Report
All GP Practices are required to declare the mean earnings (e.g. average pay) for GP’s working to deliver NHS services to patients at each Practice.
The average pay for GPs working in the Tudor Lodge Health Centre in the last financial year was £43,248 before tax and National Insurance. This is for 1 full time GP, 4 part time GP’s, and no locum GP’s who worked in the Practice for more than six months.
Date taken: 01.04.19
Named Accountable GP
Named GP’s For All Patients
All patients are allocated a named accountable GP when you register with the practice.
Who is my named GP?
Simply ask at your next appiointment or speak to Reception.
What does ‘accountable’ mean?
By having a named GP, we have a requirement to reassure you that you have one GP within the practice who is responsible for ensuring that care if carried out on your behalf.
What are the named GP’s responsibilities to people aged 75 and over?
If you are aged 75 or over, your named accountable GP is responsible for:
- working with relevant associated health and social care professionals to deliver a multi-disciplinary care package that meets the needs of you as the patient
- ensuring that you have access to a health check as set out in section 7.9 of the GMS Contract Regulations.
Does the requirement mean 24-hour responsibility for patients?
No. The named GP will not:
- take on vicarious responsibility for the work of other doctors or health professionals
- take on 24-hour responsibility for the patient, or have to change their working hours. The requirement does not imply personal availability for GPs throughout the working week
- be the only GP or Clinician who will provide care to that patient
Can I choose their own named GP?
In the first instance, patients are simply allocated a named GP. However, if you prefer a particular GP, reasonable efforts can be made to accommodate your preference, recognising that there are occasions when the practice may not feel the patient’s preference is suitable.
Do I have to see the named GP when I book an appointment with the practice?
No. Patients can and should feel free to choose to see any GP or nurse in the practice in line with current arrangements. However, some practices may see this change as a way to encourage and promote a greater degree of continuity of care for patients.
All patients registered with this practice have an allocated named GP at the point of registration. If you would like clarification of who your named GP is, please speak to reception.
Online Access to Medical Records
The surgery has a clinical system (EMIS Web) that, through a website, allows patients to easily and quickly view some of the electronic medical information held about them by their GP practice.
The information is easy to navigate and has links to other resources such as patient information leaflets about diseases, tests, investigations, support groups and medications.
There are also links to websites such as NHS Direct Online and Patient.Co.Uk where you can find additional information to help you understand and educate yourself about what you read in your health record.
You will need to be connected to the Internet and have a PC with a web browser such as Internet Explorer (version 6 or later)
You will need to understand what the system does, what your responsibilities are and how your data is stored. An information leaflet has been written with this in mind and you are advised to read this carefully BEFORE applying for online access to your health records. An information leaflet (PDF, 247KB) is also available with recommendations on keeping your record secure.
You will need to sign a consent form and bring with you two forms of identification before you are able to start using the system for viewing medical records even if you are already using patient access to request repeat prescriptions and to book appointments.
Patient Complaints Procedure
If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
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 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.
You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay.
Complaints can be made either orally or in writing to the Practice Manager, Mr Prash Thurairatnam, or to any of the doctors. Any written complaint needs to be addressed to Prash, or you can email him at [email protected]
What We Will Do
We will acknowledge receipt of your complaint within 3 working days either orally or in writing and will offer to discuss the matter with you.
We will offer you a meeting with complaints lead, Mr Prash Thurairatnam, to agree a timeframe for resolution and to reach an agreement with you on how you wish the complaint to be handled and the likely period for completion of the investigation and response to you. If you would prefer not to accept the offer of a discussion we will determine a specified response period and notify you in writing of that period.
We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale.
All oral complaints will be recorded in writing by the Practice and you will be provided with a copy of the written record.
When we look into your complaints, we will aim to:
- Find out what happened and what went wrong
- Advise you what we will do to put the matter right
- Make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the problem does not 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 the services provided by our Practice.
If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:
The Parliamentary and Health Services Ombudsman
Although the Practice would welcome the opportunity to investigate your complaint, you may prefer to choose to make your complaint to NHS England, details as follows:
Email: [email protected]
Contact Number: 0300 311 2233
PO Box 16738
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 letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.
The information is only available to those involved in your care and you should never be asked for medical information by anyone not involved in your care.
You have a right to know what information we hold about you. If you would like to see your records, please contact our practice manager. We aim to treat all our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.
GDPR, Data Extraction/Data Sharing, and your right to object
General Data Protection Regulations (GDPR) come into force in May 2018. Basically these cover much the same ground as Information Governance (see above), but they lay more emphasis on written policies and procedures, and on organisations such as surgeries taking responsibility for informing staff and patients of the data they hold and how it is managed.
Most of the data we hold about our patients is on our clinical computer system (EMIS Web), which is managed offsite via the EMIS server based in Leeds. Patients should be aware that this data (and in fact all computerised GP records in doctors’ surgeries across the UK) is regularly accessed by a data extraction service called the General Practice Extraction Service (GPES), but that this service only extracts anonymised data for the sake of national statistics about patients and their health (for example the National Diabetes Audit).
Some non-anonymised, personal data for individual patients is also routinely shared with the national Summary Care Record service, which allows other health professionals to see things like your allergies and repeat prescriptions: this information can be very helpful if you have to be admitted to hospital as an emergency.
There may also be instances where we ask permission to share your personal details with other health services – for example if we have a Care Plan for an elderly or vulnerable patient, including next-of-kin details and emergency contact telephone numbers, we might ask your permission to share it with the out-of-hours services and the ambulance service, so that they would have access to the information if something happened when the surgery was closed.
You are entitled to refuse permission for any of these data extractions or data sharing arrangements: if you do so then your decision will be recorded on your notes and the data extractions and data sharing will not take place for you.
We operate a zero-tolerance policy towards any form of abuse or bad behaviour towards our staff, doctors or other patients. Physical, verbal and online abuse included.
GPs and staff have a right to care for others without fear of being attacked, abused or poorly treated in any way. To successfully provide our services, mutual respect between staff and patients has to be in place.
All our team aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. After all, patients usually contact their GP practice when they are unwell and can be upset, scared or worried about their health. We understand that and are here to help.
But we respectfully remind patients that staff can often be dealing with many different, and sometimes complex, tasks and situations, all at the same time. Patience and understanding on both sides are therefore vital.
To protect our team and other patients, aggressive behaviour, whether physical, verbal or online, will not be tolerated. It may result in you being removed from the practice list, and in extreme cases, we may need to call the police.
The practice wants to maintain good relations with our patients, so we ask all patients to read and take note of the rare types of behaviour that we deem unacceptable:
- Using bad language, shouting or raising of voices at practice staff.
- Any physical violence towards any member of our team or other patients.
- Verbal abuse towards staff or patients in any form, including shouting.
- Racist, xenophobic, sexist, homophobic or other intolerant Language, discrimination or sexual harassment are never acceptable.
- Persistent or unrealistic demands that cause stress to staff will not be accepted. We will always try to meet requests wherever possible, but our team shall explain if or when they cannot.
- Being perceived to bully or manipulate a staff member to obtain something.
- Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients.
- Obtaining drugs and/or medical services fraudulently.