Practice Policies & Patient Information
Comments & Complaints
We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have any comments, suggestions or complaints about our service, we want to hear about it.
Comments & Suggestions
Complaints
You should address your complaint in writing to the Complaints Management team and send it to us. This can be done via:
- Post – please send your letter of complaint to the address shown below:
- Islington Central Medical Centre/Roman Way Medical Centre, 28 Laycock Street, N1 1SW.
- E-mail – please email your complaint to islingtoncentralmc@nhs.net
Confidentiality & 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.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Data Choices
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
Electronic Patient Records
STATEMENT OF INTENT FOR ISLINGTON CENTRAL MEDICAL CENTRE
Nationally the way GP records are managed in the NHS is changing in three important ways.
- Summary Care Record (SCR)
- GP to GP Record Transfers
- Patient Online Access to Their GP Record
These changes do not let your records be shared outside of the team of professionals who look after you. They are designed to improve and speed up your care, and let you have more access to what is in your medical records.
If you want to find out more about these, or any other way in which your records are handled, please read the leaflets available in your practice or speak to a member of practice staff.
- Patient Online Access to Their GP Record
As you may know we already offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions on-line. Alongside this all patients in England will have access to their GP medical records online by 31st March 2015.This means you can have secure online access to relevant parts (Current medications, immunisations and allergies) of your record from device that can access the internet.
To get online access to your records you will need to come to the practice with photographic ID. We will then give you the login details you will need.
- Summary Care Record (SCR)
NHS England requires GP practices to upload any changes to patient’s summary information on their Summary Care Record by 31st March 2015.A Summary Care Record (SCR) is a brief summary of your medical records that will help anyone treating you in an emergency who does not have your full medical record. The SCR contains information like any medicines you may be taking, or any allergies you have. Your SCR is automatically updated at least daily to ensure that your information is as up to date as it can possibly be.
You can find out more by watching “What is a Summary Care Record” here Dr. Simon Eccles explains how Summary Care Records help in out-of-hours and emergency settings – YouTube
You do not have to have a SCR if you do not want one. If you don’t, then let us know. You can do this by informing our reception team at the practice.
- GP to GP Record Transfers
A new way of transferring patient records between GP practices has been developed to be used when a patient moves from one GP practice to another.NHS England requires this new method to be used for all new or de-registered patients by 31 March 2015. However, we are already using this new method here at Islington Central Medical Centre.
For your own medical care it is very important that you are registered with a GP practice. If you leave your GP and register with a new GP, your medical records will be forwarded on to your new GP. It can take up to two weeks for your paper records to reach your new surgery.
With the new system your electronic record is transferred to your new practice much sooner.
Dr Adel Hai & Dr Mervyn Rodrigues confirm that these GP to GP transfers are already active and we send and receive patient records via this system.
GP Net Earnings
All GP Practices are required to declare their mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in the practice of Islington Central Medical Centre in the last financial year was £51,471.00 before tax and National Insurance.
This is for 2 full-time GPs, 4 salaried GPs and 13 self-employed sessional GPs who worked in the practice for over six months.
Infection Control Statement
We aim to keep our practice clean, tidy and well maintained, providing a safe environment for our patients, staff and visitors. Our modern, purpose-built Medical Centre is cleaned and managed in accordance with national NHS guidance, including the National Standards of Healthcare Cleanliness 2021 and the National Infection Prevention and Control Manual (NIPCM) for England.
If you have any concerns about cleanliness or infection control, please report them at your earliest opportunity to the reception so that these can be addressed promptly. Alternative, please email the practice at islingtoncentralmc@nhs.net.
Our GPs and nursing staff follow the practice Infection Prevention and Control (IPC) Policy to ensure the care we provide, and the equipment we use, meets national standards and is safe for patient use.
We take 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. All concerns are discussed and reviewed to identify learning and prevent recurrence.
- Carry out an annual infection control audit to ensure our infection control procedure are effective. Any recommendations are reviewed and implemented wherever practicable.
- Provide annual staff updates and mandatory training on cleanliness, hand hygiene, PPE, decontamination and infection control, in line with national requirements.
- 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, ensuring reasonable steps are taken to remove or minimise infection risks.
- Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings and towels, ensuring these are cleaned, laundered or replaced frequently following risk assessment.
- Make alcohol hand-rub available throughout the building to support good hand-hygiene practice.
- Ensure waste, sharps and clinical materials are stored, segregated and disposed of safely in accordance with national waste management regulations.
SIGNIFICANT EVENTS
In the past year, there have been no significant events that related to infection control. Any minor issues raised were reviewed and dealt with promptly.
AUDITS
An annual infection control audit has been undertaken at the practice and recommendations that were financially feasible have been implemented. Further actions have been built into our ongoing IPC improvement plan.
CLEANING SPECIFICATIONS
The cleaning staff work to structure cleaning schedules, and the daily cleaning of the medical centre is contracted to a company who follow national NHS guidance. Compliance is monitored through visual checks and regular review of cleaning documentation.
INFECTION CONTROL POLICY
The Infection Prevention and Control Policy is reviewed and updated annually, and more frequently if national guidance changes. Staff are made aware of updates and their responsibilities within the policy.
INFECTION CONTROL AND DECONTAMINATION
The named Infection Control and Decontamination Leads for the surgery are Dr Rodrigues and Dr Hai. Please address any non-urgent concerns in writing for their attention. If the issue is urgent, please inform the reception staff verbally in the first instance. All infection control and decontamination matters are treated as a priority.
Statement of Purpose
Under the Health and Social Care Act 2008 (The Care Quality Commission (Registration) Regulations 2009 Part 4), the registering body (Islington Central Medical Centre) is required to provide to the Care Quality Commission, a statement of purpose.
Our Aims and Objectives
- We aim to provide personalised care in a family practice setting with high quality, safe and effective services.
- To provide monitored, audited and continually improving healthcare services.
- To provide healthcare which is available to a whole population and to create a partnership between patient and health professionals which ensures mutual respect, holistic care and continuous learning and training.
- The provision of accessible healthcare which is proactive to healthcare changes, efficiency and innovation and development.
- To improve Clinical Governance and Evidence Based Practice.
- To improve Clinical and Non-Clinical Risk management.
- To reduce risk in specific clinical risk areas and facilities.
- To improve environment and capacity.
- To improve vigilance for unforseen emergencies
- To optimise performance against key targets and core standards.
- To meet key targets.
- To implement payment by results.
- To become a patient centred organisation.
- To improve services offered to patients.
- To improve communication between the surgery and the patients.
- To recruit, retain and develop a highly motivated and appropriately skilled workforce.
- To enhance performance of the workforce.
- To develop management capability.
- To guide the employees in accordance with the Equalities Scheme.
- To continue the development of the medical centre when practical.
- To ensure effective management and governance systems.
- To ensure robust corporate processes at Partnership level.
- To ensure a robust Information Technology strategy to support the business of the Surgery.
- To ensure the financial stability and viability of the practice.
- To support and nurture this practice as a teaching and learning environment for medical students and GP trainees.
The registered activities and service types have been agreed by the Surgery Partners and Operations Manager in accordance with CQC guidance. Services are described under registered activity and Service Type.
The regulated activities under CQC are the services provided by the surgery:
- Routine medical checks and general medical services.
- NHS relevant prescriptions and medications or a private prescription can be issued.
- Immunisations, e.g. childhood immunisations.
- Foreign travel and immunisation.
- Executive & employee medicals – Our GP’s are able to carry out medical report and review.
- Assessment of employees returning to work after illness.
- Smoking Cessation – Any patient who is a smoker and ready to stop smoking will be referred to a nurse with in the practice.
- Family planning advice.
- Diabetic control.
- Flu vaccination – we offer ‘at risk’ groups the flu vaccine during the winter months each year to protect you against the flu virus.
- Phlebotomy – we offer clinics for all routine blood test at Islington Central Medical Centre on Monday 8.30am-16.30pm; Tuesday CLOSED, Wednesday 9.00am-12.30, Thursday 9.00am-11.00am, Friday 8.30am-16.30pm.
- Ear syringing – The Surgery has facilities for ear syringing by the practice nurses.
- Well person checks – These can be carried out with any practice nurse.
- Cervical screening - our nurse is qualified to carry out cervical screening and tests in the form of cervical smears.
Our practice ethos is to strive towards a partnership between patients and health professionals based on the following key facets:
- Mutual Respect
We endeavour to treat all our patients with dignity, respect and honesty. Everyone at Islington Central Medical Centre is committed to deliver an excellent service. We ask all patients to highlight any discrepancies and to offer the same commitment in return.
- ‘Holistic’ Care
We treat ‘patients’ and illnesses. This means that we are equally interested in the physical, psychological and social aspects of your individual care.
- Continuity of Care and the ‘Therapeutic relationship’
Building and maintaining a strong relationship between doctors, health professionals, and patients is essential to the way we work. This is especially so in the management of ongoing problems or long-term illness. In these circumstances we would encourage you to continue seeing the same health professional and wherever possible we will facilitate this through our appointments system. However, if you have a new problem, the doctor or nurse that you normally see is not available, or you would like to see someone else then we would encourage you to see any of the doctors or nurses at the practice.
- Learning and Training
We are committed to the ongoing professional development of our clinical and non-clinical team. We believe in “life-long learning” and all staff undergo an annual appraisal where learning and development needs are identified. We also recognise the benefit of supported learning for our patients and families in enhancing your ability to manage and deal with both ‘self-limiting’ and long-term illnesses.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
You and Your General Practice
This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below and by visiting the You and Your GP Practice (YYGP) document published by NHS England.
When and how can you contact your general practice?
Your general practice is open from 8.00am to 6.30pm, Monday to Friday.
Throughout these hours you, or your carer on your behalf, can:
- Visit the practice
- Call them
- Go online using the practice’s website or the NHS App.
You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them via phone or in person for urgent queries.
What if the practice is closed?
If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.
What if it’s an emergency?
If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.
What happens when you contact your practice to request an appointment?
Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.
This could be:
- An appointment that day or a subsequent day
- A phone call that day or a subsequent day
- A text message responding to your query
- Advice to go to a pharmacy or another NHS service.
Your practice will decide what is best for you based on your clinical need.
Your practice cannot tell you to just call back the next day.
Who might help you?
You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.
If you have a carer, they can speak for you with your consent.
You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.
It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.
From what age can you see a GP on your own?
If you are 16 or older, you can make and go to appointments by yourself.
If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.
What if you need extra help?
If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.
If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.
How do you choose a general practice?
You can:
- Call or visit a local practice
- Use Find a GP online.
If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.
Do you need ID or proof of address?
No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP. You can also register with a practice if you are homeless.
Can a practice say no to registering you?
They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.
Can you choose which hospital or clinic you are referred to?
If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.
If you are new to the UK
You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.
If you are away from home but still in the UK
If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.
You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.
Do general practices charge for anything?
NHS GP services are free. Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.
How should everyone be treated?
The practice should treat everyone fairly, kindly and respectfully. Likewise, you should also treat staff with respect. The practice can remove patients from their list if they are violent or abusive to staff.
To learn more about your rights, you can read the NHS Constitution.
How can you help your general practice?
- Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
- Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
- Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
- Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
- Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily. Please keep an eye out for messages.
- Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
- Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.
How can you give feedback or raise concerns?
If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.
You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.
Publication reference: PRN01907
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