We offer the facility for patients to view online, export, or print, any summary information from their records relating to medications, allergies and adverse reactions.

Complaints procedure

If you would like to make a complaint, please do so in writing addressed to the manager (Michaela Campbell) as soon as possible after the event.

Please use our Feedback Triage to contact the practice directly or email the surgery on wheatfield.surgery@nhs.net with your relevant personal information.

We will acknowledge your complaint in writing within 3 working days and aim to have looked into the matter within 10 working days. When the investigation takes place, you may be invited to meet with the person(s) concerned to attempt to resolve the issue.

We will keep you informed as the investigation progresses and once complete, your complaint will be determined and a final response will be sent to you. If you are dissatisfied with the response, you have a right to escalate the matter further. If you wish to approach the Ombudsman, the contact details are as follows:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 0154033

Website: www.ombudsman.org.uk 

If you are a registered patient, you are able to complain about your own care. You cannot complain about someone else’s treatment without their written consent.

You may also approach PALS for help or advice. The Patient Advice and Liaison Service (PALS) is based at NHS Bedfordshire to provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS

NHS Bedfordshire
Gilbert Hitchcock House
21 Kimbolton Road
Bedford MK40 2AW

Praise procedure

If you would like to praise the surgery as a whole or an individual staff member, please do so by one of the following:

• In writing 
• On the NHS Choices website

This will then be discussed at our next Clinical Governance meeting in which all staff members attend. We appreciate all praise that we receive from patients as well as other organisations.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the complaints form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

Wheatfield Surgery is committed to taking all reasonable precautions necessary to ensure the health, safety, welfare and wellbeing of its employees, patients and visitors. We endeavours to ensure that all employees are protected from physical and verbal abuse while they are working.

The practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness. In these circumstances, the issue will be discussed with the patient and form part of their care planning.

This information will be recorded in the patient’s medical record and flagged to ensure that staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff member does not see the patient alone.

Definition of physical and verbal abuse and violence:

Physical and verbal abuse includes:

• Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes.
• Sexual and racial harassment.
• Threatening behaviour (with or without a weapon).
• Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.
• Attacks on Partners, members of staff or the public.
• Discrimination of any kind.
• Damage to employee’s or employer’s property.

The practice supports the NHS policy of zero tolerance which defines violence as:

“Any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health”.

Violence and aggression towards a person may also be defined as:

“A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff”.

Types of difficult / angry patients

• Withdrawn, secretive, vague – limits information as a form of control.
• Critical – everything is wrong, bad.
• Intimidating – highly sarcastic, cutting.
• Sad sack – dwell on all the misfortunes, make others feel guilty.

Anger can be a common and normal reaction

• Often due to a loss of control, feelings of powerlessness.
• Can sometimes be justified – e.g. due to late/missed diagnosis, medical errors, fatalities, poor quality care, inadequate pain control, excessive waiting times, rudeness, etc.

How you might recognise when someone is angry:

• Raised voice/shouting.
• Flushed face.
• Wild gesticulations.
• Angry words.
• Rigid body.
• Withdrawal.
• Sarcasm.
• Dismissive comments.
• Gritted teeth, clenched jaw.

Policy

This document sets out our policy for dealing with violence and aggression whether it is committed by or against any patient, visitor, or person working in the practice.

This policy applies throughout the practice premises, including car parks, grounds and any outbuildings.

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. You can request your repeat prescriptions via our online form.
• 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.

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 48 working hours. You can use the Repeat Prescriptions Request form to request your repeat prescriptions.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
• Please attend any specialist appointments that have been arranged for you, or cancel them by using the Cancel an Appointment forms 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.
• Patients who are more than 20 minutes 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 through our online form. 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. Please visit our Consulting Room to book an appointment.
• 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 visit our Home Visits page for further information.
• Please inform us via our Change Personal Details form 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 by completing our Feedback form. 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:

We have allocated a named accountable GP for all of our registered patients. If you do not know who your named GP is, please ask a member of our reception team. Unfortunately, we are unable to notify patients in writing of any change of GP due to the costs involved.

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report to our reception staff either in person or via our online contact form.

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
• Carry out an annual infection control audit to make sure our infection control procedures are working.
• Provide annual staff updates and training on cleanliness and infection control.
• Review our policies and procedures to make sure they are adequate and meet national guidance.
• Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
• Make alcohol hand rub gel available throughout the building.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay, before tax and National Insurance, for GPs working in Wheatfield Surgery in the last financial year was £99,139.

The number of full time GPs that this relates to is 3. The number of part time GPs that this relates to is 5. The number of locum GPs working in the practice for over six months, that this relates to is 0.

The following policy sets out a possible approach to the Freedom of Information (FOI) Act 2000 by the practice.

Introduction

The Freedom of Information (FOI) Act was passed in 2000, and replaced the Open Government Code of Practice that has been in place since 1994. The Act gives the public a general right of access to all types of recorded information held by public authorities.

The Act places a statutory obligation on all public bodies to publish details of all recorded information that they hold and to allow, with a few exceptions, the general public to have access to this information on request.

The practice recognises the importance of the Act, and it will ensure that appropriate systems are put in place to publicise what recorded information is kept by the practice, and how this information can be accessed on request by the general public.

1.0 The FOI act

The main features of the Act are:

• A general right of access to information held by public authorities.
• Exemptions from the duty to provide information.
• A requirement on public authorities to exercise discretion; they may have to disclose information even when exempt under the Act (the ‘public interest test’).
• Arrangements in respect of costs and fees.
• A duty on public authorities to adopt publication schemes.
• Arrangements for enforcement and appeal.
• A duty to provide advice and assistance to people who wish to make, or have made requests for information.
• Codes of practice.

The UK legislation is wholly retrospective, and applies to all information held by public authorities regardless of its date.

The Act is overseen by the Information Commissioner, who will have the power to issue enforcement notices and, if needs be, initiate court proceedings to ensure compliance.

The practice recognises its corporate responsibility under the Act to provide the general right of access to information held. The overall responsibility for this policy is with Dr Sanjay Sharma.

2.0 Employee responsibilities

All employees will, through appropriate training and responsible management:

• Observe all forms of guidance, codes of practice and procedures about the storage, closure, retention and disposal of documents and records.
• Be aware that ultimately the general public may have access to any piece of information held within the practice and must pay due regard to how they record information as part of their normal duties.
• On receipt of an information request immediately notify the IG/FOI lead.
• Provide information promptly when requested from the IG/FOI lead.
• Understand that breaches of this policy may result in disciplinary action, including dismissal.

3.0 Organisation responsibilities

The practice will:

• Comply with the FOI Act and sees it as an opportunity to enhance public trust and confidence in the practice.
• Ensure that there is always one person with overall responsibility for FOI.
• Maintain a comprehensive ‘Publication Scheme’ that provides information which is readily accessible without the need for a formal FOI Act request.
• Seek to satisfy all FOI Act requests promptly and within 20 working days. However, if necessary we will extend this timescale to give full consideration to a public interest test. If we do not expect to meet the deadline, we will inform the requester as soon as possible of the reasons for the delay and when we expect to have made a decision.
• Continue to protect the personal data entrusted to us, by disclosing it only in accordance with the Data Protection Act 2018.
• Provide advice and assistance to requesters to facilitate their use of FOI Act. We will publish our procedures and assist requesters to clarify their requests so that they can obtain the information that they require.
• Work with the Clinical Commissioning Group, NHS England, the local Area Team and other bodies with whom we work to ensure that we can meet our FOI Act obligations, including the disclosure of any information that they hold on our behalf.
• Apply the exemptions provided in the FOI Act and, where qualified exemptions exist, the practice will disclose the information unless the balance of public interest lies in withholding it.
• Consult with third parties before disclosing information that could affect their rights and interests. However, according to the FOI Act, the practice must take the final decision on disclosure.
• Charge for information requests in line with the FOI Act fees regulations or other applicable regulations, including the Data Protection Act 2018.
• Record all FOI Act requests and our responses and will monitor our performance in handling requests and complaints.
• Ensure that all staff are aware of their obligations under FOI Act and will include FOI Act education in the induction of all new staff.

Wheatfield Surgery have a ‘do not attend’ policy to ensure that patients are followed up and are aware they cannot ‘not attend’ appointments without cancelling their appointment in advance, as it’s unfair on other patients that cannot obtain an appointment.

Reception run a report on a daily basis that shows us who did not attend their appointment’s the day before. This list is then checked against the appointment ledger to ensure there wasn’t a genuine reason for the no show, i.e. admitted to hospital etc.

The remaining list is then read coded as ‘DNA letter sent to patient’, and sent a letter informing them of the affect on the surgery by not attending their appointment’s and that it isn’t fair on other patients. It also mentions that it is important they attend their own appointments to be reviewed on a regular basis.

Wheatfield Surgery holds a three-strike policy. If the patient receives a DNA letter three times within a 12-month period they will be removed from the surgery list and informed.

The secretary also sends letters to patients who do not attend their appointments at the hospital or community services. They are informed of the seriousness of this and asked to make an appointment with their usual GP to follow up from this.

We also have a DNA board in the waiting area which informs patients how many appointments were missed and how many hours of time this equates too.