We want to get better at communicating with our patients. We want to make sure you can read and understand the information we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.

We want to know if you need information in braille, large print or easy read. We want to know if you need a British Sign Language interpreter or advocate.

We want to know if we can support you to lipread or use a hearing aid or communication tool.

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 we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.

Information such as your postcode and NHS number, but not your name, will be used to link 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.

You have a choice

If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download a copy of the leaflet “How information about you helps us to provide better care” below.
We need to make sure that you know this is happening and the choices you have.

• How information about you helps us to provide better care
• Care Data – Frequently Asked Questions
• You can find out more on the NHS England Care Data website

We respect your right to privacy and keep all your health information confidential and secure. Doctors and staff in the practice are contractually bound to maintain patient confidentiality.

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 the best possible care. Confidential patient data may be shared within the practice team, and with other health professionals to whom you are referred for care.

Occasionally patient data may also be required for the broader purposes of health care and audit, research and the provision of health care services. Data disclosure will be kept to the minimum required, and if possible anonymised before disclosure. Confidential and patient identifiable information will not be shared without your explicit consent. In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

Access to your own medical records

Under the Data Protection Act 1998, you have a legal right to apply for access to health information held about you. This includes information held by your GP on computer and in paper form. You do not have to give a reason for your request. You may apply to view your medical records or request a copy. For copies of records and there is no facility for immediate access.

• My Access to My Medical Records
• NHS: How to get your medical records
• NHS: Abbreviations commonly found in medical records

It is NHS policy to treat all patients and employees fairly and equally regardless of their gender, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability. You can find details of the policy on the NHS Website.

NHS England require that the earnings of doctors engaged in the practice is published and the required disclosure is shown below. 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 comparisons with any other practice.
All GP practices are required to declare the mean earnings for GPs working to deliver NHS services at each practice.

The average pay for GPs working in Upper Norwood Group Practice in the last financial year was £65,740 before tax and National Insurance. This is for 5GPs and 5 part time doctors who worked in the practice for more than six months.

We aim to provide high quality health care in a responsive, supportive, courteous and cost-effective manner.

We aim to:

• Provide a service which puts patient self-empowerment and welfare at the heart of all we do
• Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients
• Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team
• Nurture a culture which is innovative, forward looking and adaptable
• Take into account the evidence provided by scientific and medical research in our treatment

Values

Caring for wellbeing in body, mind, spirit and relationships

• Conveying compassion in word and action
• Assessing and responding to needs
• Providing an appropriate range of services
• Maintaining a health promoting environment

Respecting all

• Showing courtesy
• Seeking to understand
• Treating all fairly
• Valuing each person as a unique individual
• Being especially supportive to the vulnerable

Working as a team

• Relating well within the team
• Valuing the contribution of each team member
• Building a mutually supportive environment
• Co-operating with other teams
• Encouraging responsible involvement by our patients

Integrity

• Speaking and acting truthfully
• Being accountable for our actions

Learning and improving

• Adapting to change
• Building on achievements
• Developing our services

What is non-NHS work and why is there a fee?

The National Health Service provides most health care to most people free of charge, but there are exceptions: prescription charges have existed since 1951 and there are a number of other services for which fees are charged.Sometimes the charge is because the service is not covered by the NHS, for example, providing copies of health records or producing medical reports for insurance companies, solicitors or employers.

The Government’s contract with GPs covers medical services to NHS patients but not non-NHS work. It is important to understand that many GPs are not employed by the NHS; they are self-employed and they have to cover their costs – staff, buildings, heating, lighting, etc. – in the same way as any small business.

In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.

Examples of non-NHS services for which GPs can charge their own NHS patients are:

• accident/sickness certificates for insurance purposes
• private medical certificates
• school fee and holiday insurance certificates
• reports for health clubs to certify that patients are fit to exercise
• private prescriptions for travel purposes

Examples of non-NHS services for which GPs can charge other institutions are:

• life assurance and income protection reports for insurance companies
• reports for the Department for Work and Pensions (DWP) in connection with
• disability living allowance and attendance allowance
• medical reports for local authorities in connection with adoption and fostering
• copies of records for solicitors

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions, for example a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients. Whilst GPs will always attempt to assist their patients with the completion of forms, they are not required to do such non-NHS work.

Is it true that the BMA sets fees for non-NHS work?

The British Medical Association (BMA) suggest fees that GPs may charge their patients for non-NHS work (i.e. work not covered under their contract with the NHS) in order to help GPs set their own professional fees. However, the fees suggested by them are intended for guidance only; they are not recommendations and a doctor is not obliged to charge the rates they suggest.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients. Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time. Our GPs do non-NHS work out of NHS time at evenings or weekends so that NHS patient care does not suffer.

I only need the doctor’s signature – what is the problem?

When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient’s ENTIRE medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the Police.

If you are a new patient we may not have your medical records so the doctor must wait for these before completing the form.

What will I be charged?

It is recommended that GPs tell patients in advance if they will be charged, and what the fee will be. It is up to individual doctors to decide how much they will charge. The surgery has a list of fees based on these suggested fees which is available on request.

What can I do to help?

• Not all documents need a signature by a doctor. You can ask another person in a position of trust to sign such documents free of charge. Read the information that comes with these types of forms carefully before requesting your GP to complete them.
• If you have several forms requiring completion, present them all at once and ask your GP if he or she is prepared to complete them at the same time to speed up the process.
• Do not expect your GP to process forms overnight: urgent requests may mean that a doctor has to make special arrangements to process the form quickly, and this may cost more. Usually, non-NHS work may take up to 28 days to process.

As part of our ongoing development, we would like to learn from you. We like to hear about what we are doing well and we also want to hear about what we are not doing so well. Please feel free to give us your feedback.

We aim to provide a professional, friendly and courteous service to all our patients. We hope that any problems can be sorted out quickly and easily, preferably at the time they arise and with the person concerned. If you wish to make a complaint we would ask that you do this in writing and address it for the complaints manager’s attention. If you wish to complain on another person’s behalf you will need their written permission to do so.

If you have a complaint about another service within the NHS, for example a hospital, you will need to direct it to the complaints department of the relevant service.

We comply with the NHS Complaints Procedure.

How to give feedback or make a complaint about NHS Services

For help making a complaint or to provide feedback, please see information at: NHS England » Feedback and complaints about NHS services

There are two ways you can complain about NHS services:

• Directly with the NHS service provider (e.g. your GP surgery), or
• Directly to the Commissioner of the service (e.g. South West London Integrated Care Board (SWLICB)):
  • Telephone 0800 026 6082
  • Email contactus@swlondon.nhs.uk
  • Postal address: NHS South West London, 120 the Broadway, Wimbledon, London SW19 1RH

You cannot complain to both.

If you are unhappy with the local resolution from either your GP surgery, or the Commissioner, you can complain to the Parliamentary and Health Services Ombudsman (PHSO) NHS complaints in England.

Your Summary Care Record contains important information from the record held by your GP practice and includes details of any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced. Healthcare staff will have access to this information, so that they can provide safer care, whenever or wherever you need it, anywhere in England.

Your Summary Care Record also includes your name, address, date of birth and your unique NHS Number to help identify you correctly. As part of a mandatory national programme each GP Practice had to make a summary care record for each patient by March 2015 (unless the patient has already opted out).

You can choose to opt out of this scheme at any time. If you wish to opt out of the Summary Care Record scheme please complete our opt-out form.

For more information read the Summary Care Record patient information.

Patient’s Rights

We are committed to giving you the best possible service. This will be achieved by working together. Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect
• You will be treated as a partner in the care and attention that you receive
• All aspects of your visit will be dealt with in privacy and confidence
• You will be seen by a doctor of your choice subject to availability
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you, however you may be asked to be seen on your own during the consultation
• Repeat prescriptions will normally be available for collection within two working days of your request
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws (note that a fee is payable for a copy of your medical records).
• If you require an interpreter, you must advise reception when you book your appointment of your requirements. Interpreters can usually be arranged for non-emergency appointments.

Patient’s Responsibilities

With these rights come responsibilities and for patients we would respectfully request that you:

• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
• Please ensure that you order your repeat medication in plenty of time allowing 3 working days
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• Please follow up any test or investigations done for you with the person who has requested the investigation
• Attend appointments on time and check in with Reception, or if available please use the check in screen.
• Patients who are late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

• GOV.UK – The NHS Constitution for England

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

The Practice abides by a Zero Tolerance policy for its staff.

This states that GPs and their staff have a right to care for others without fear of being attacked or abused whether physically or verbally.

The staff courteously reminds its patients that we deal with a multitude of difficult tasks and situations and we have the right to work in peace.

However, unreasonable behaviour towards any member of staff (clinical or non-clinical) will not be tolerated under any circumstance and will result in you being removed from the Practice list and if necessary having the Police contacted!

such examples of unreasonable behaviour include the following:

• Using bad language or swearing with foul language at practice clinicians and staff.
• Any physical intimidating or actual violence towards any member of the practice staff or even other patients e.g. pushing or shoving.
• Verbal intimidation or abuse towards the clinicians and staff in any form.• Racial abuse and sexual harassment.
• Causing damage/stealing from the Practice’s premises, staff or even other patients.
• Obtaining drugs and/or medical services fraudulently.

You are reminded that CCTV is actively recording.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is often a last resort for us. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice.

We reserve the right to call the police and immediately removal on the grounds of any verbally or physically intimidating/ threatening/ actual violence.

Removing other members of the household

We also reserve the right to remove the whole household i.e. family members or other residents who dwell in the same home who are registered with our practice. This is on the grounds that there may still need to be contact with a person removed on grounds of the same examples mentioned e.g. a relative.