About Our Surgery - Crabbs Cross Surgery

Access to Records

Comments and Compliments

Complaints Procedure

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please either contact the practice manager who will deal with your concerns appropriately. Further guidance and a complaint form can be found by clicking on the following link

Confidentiality and Medical Records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Consent Policy

When being examined or undergoing any procedure at the practice the doctor or nurse treating you will ensure that you fully understand and consent to any procedure, immunisation or investigation. They will ensure that you understand the reasons for the procedure and any significant risks involved and ensure that you have enough information to give ‘informed’ consent.

Consent can be implied (eg you offer your arm for a blood test) or expressed (written or verbal).We will endeavour to answer any questions you may have about the procedure honestly and fully.

In the case of children consent for a procedure , investigation or immunisation will be sought from the adult with parental responsibility. If a child is under 16 but has ‘sufficient understanding and intelligence to enable him/her to understand fully what is proposed (known as Gillick competence), then he/she will be legally competent to consent for him/herself. Young people aged 16 and 17 and legally ‘competent’ younger children may therefore sign a consent form for themselves but may like a parent to countersign as well.

Data Protection Officer

Equality, Diversity and Discrimination

The practice is committed to providing equality and fairness for all patients in their treatment, to eliminating discrimination and encouraging diversity amongst our workforce and to not discriminating on grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, medical condition, sexual orientation, religion/belief or age. The practice will not tolerate any form of unlawful or unfair discrimination, including comments or jokes which may be considered offensive.

Our commitment is:

To treat all patients, staff and visitors fairly and with dignity and respect.
To create an environment in which individual differences and the contributions of all our patients, staff and visitors are recognised and valued.
To offer equal opportunities to all patients, staff and visitors
To not tolerate any discrimination against any patient (including those wishing to register), staff or job applicant or visitor for any of the above reasons; any such discrimination will be considered as a disciplinary offence.
To review all our policies and working practices and procedures to ensure fairness.

If you feel that you are being discriminated against or not offered equal opportunities, you should bring the matter to the attention of the practice manager as quickly as possible, who will investigate the matter thoroughly and confidentially, establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation in writing within ten working days and finally take appropriate action to prevent further discrimination and discipline the offender(s), if appropriate, via the practice’s disciplinary procedure.

Freedom Of Information

GP Net Earnings

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 for GPs who worked for six months or more in Crabbs
Cross Surgery in the last financial year was £68,085 before Tax and
National Insurance. This is for 2 full-time GP’s, 1 part-time GP and 2
locum GP’s.

However, it should be noted that the prescribed method for calculating earning 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 judgment about GP earnings, nor to make any comparison with any other practice.

Proxy Access

Race Relations Act 2000

Crabbs Cross Surgery is committed to race equality in our workforce and in all our work with and for the public. Our priorities for action include training and staff development to ensure that all staff have the skills and knowledge to put race equality into practice. We encourage feedback from black and ethnic minority service users. To assist us with this work, we need to compile data and you may be asked questions relating to your ethnic origin. If you have any comment on how we can improve our service, please forward these to the practice manager.

Shared Care Partners Organisation Policy

Shared Care Privacy NoticeDownload

Statement Of Purprose

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

For further information visit the NHS Care records website

Text Message Reminders

Zero Tolerance

In line with the rest of the NHS, Crabbs Cross Surgery has a Zero Tolerance Policy towards violent or aggressive patients. Aggression includes verbal aggression or threatening behaviour. Any patient behaving in an aggressive or threatening manner towards any member of the Crabbs Cross Surgery team, other patients or visitors, will receive a letter detailing the behaviour and warning they may be removed from the practice list. Any repeat of the behaviour will result in removal from the practice list. An act of violence by a patient to a member of the Crabbs Cross Surgery team, another patient or visitor or damage to Crabbs Cross Surgery property will result in the police being called, removal of the patient from the premises, possible criminal proceedings and immediate removal from the practice list.

Practice Policies & Patient Information