Cheam Family Practice, Sutton, Surrey.

Our Aims - Your Rights

Patient Charter

Out of hours Emergencies:
We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.

Waiting Times:
  • We aim to start surgeries on time.
  • We expect patients to be seen within twenty minutes of their appointment time, and in the event of a delay we will offer an explanation.
  • To limit unplanned extended waiting times for patients we request patient’s presenting complex or multiple conditions request a double appointment.
  • When a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor if available.
With these rights come responsibilities and for the patients this means: 

In Return we expect you to:
  • Courtesy to the staff at all times - remember they are working to doctors' orders.
  • Responding in a positive way to questions asked by the reception staff. 
  • To attend appointments on time; in consideration of our other patients we reserve the right to cancel your appointment if you are more 15 minutes late.
  • To give the practice adequate notice that they wish to cancel.   Someone else could use your appointment!
  • An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
  • Patients should make every effort when consulting the surgery to make best use of clinician and nursing time – discussing the most urgent matter with the clinician first.
  • Patients wishing to discuss more than one problem should make a double appointment.
  • Home visits should be medically justifiable and not requested for social convenience.
  • When patients are asked to give 48 hours’ notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
  • Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary and an emergency.
  • Children should be accompanied by an adult at all times whilst visiting the Surgery; and supervised to ensure their behaviour does not cause harm or distress to other patients or themselves

Our surgery team is dedicated to the achievement of patient centred, quality health services that meet our patient's requirements. 

Surgery Premises

We aim to take all reasonable measures to meet the access needs of our patients, including patients with restricted mobility and sensory impairment.

Patients' rights to General Medical Services:

Patients have a right to: 

 

  • be registered with a GP Practice.
  • be assigned a named GP.
  • change to another GP Practice
  • be offered a health check on joining the Practice
  • receive emergency care at any time from the Practice
  • receive appropriate drugs and medicines
  • be referred for a specialist or a second opinion if they and the GP agree.
  • be allowed to choose where the referral takes place, if a choice exists.
  • view and receive copies of their medical records, subject to the relevant legislative Acts;
  • know that staff who are employed at the Surgery have a legal obligation to keep the contents of medical records and personal information confidential.
Changes to our services
When changes are introduced to Practice services that affect patients, we will ensure that these are clearly explained, by means of our Practice Leaflet; website, waiting room notice-board, newsletter or individual leaflets.  We endeavour to give as much notice as is practicable.
Repeat Prescriptions
Prescription requests are subject to the approval of a GP. Prescriptions will be processed within 48 (working hours) for collection by the patient or local pharmacy as appropriate.
Referrals

  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. 
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.
  • Patients may request copies of referrals.
Test Results
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.  Our reception staff will only provide information regarding routine results after 11am daily when they have been signed off by the Practitioner.
Transfer or Medical Records
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.  Our reception staff will only provide information regarding routine results after 11am daily when they have been signed off by the Practitioner.
Privacy and Confidentiality 
We will respect our patients' privacy, dignity and confidentiality at all times.
We do not share your information with any other party unless you have given expressed consent to do so: a leaflet explaining how your information is handled is available from reception.

Appointments
  • With a Doctor: For routine consultations we will endeavour to offer patients an appointment within two working days (48 hours) of the request.    For medically urgent requests, we will always try to offer an appointment on the same day. To ensure we are able to meet all our patient needs in terms of appointments we are unable to guarantee a consultation with a Dr of choice. We reserve a number of appointments for advance booking up to 2-4 weeks in advance.  Routine appointments are allocated at ten minute intervals. Double appointments for complex/multiple issues should be requested.
  • With a Practice Nurse:   There are nurse lead clinics and telephone triage services on a daily basis.
If there is a delay in the appointment wait (when you arrive) of more than 30 minutes we will let you know.  We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits:
We are unable to guarantee a specific doctor will visit you as this depends on GP availability and other factors. The decision to undertake a home visit will be at the doctors’ discretion.
*restricted criteria applies, please ask at the Reception office.

Mission Statement

We aim to demonstrate the love of Jesus for our patients and staff by providing the highest quality service and care and by recognising the dignity and worth of every individual person.

Explanation of our Mission Statement

As a Christian Practice we look to emulate the biblical example of Jesus Christ who demonstrated the highest possible level of care for all people, completely without prejudice or discrimination.

If you would like to know more about our motivation or beliefs, please feel free to ask a member of staff.

Complaints Procedure

In line with NHS policy we do have an official complaints procedure. Should you feel you have cause to complain about the service you have received from the surgery, please contact our Practice Manager, (based at Cheam).

Early discussion can often clear up misunderstandings. We will always take your complaint seriously.

Feedback on services, constructive criticism or compliments can be written, anonymously if you prefer, and put into the prescription box at reception.

See more information about Making a Complaint.

Care Quality Commission

The Care Quality Commission (CQC) is the independent regulator of all health and social care services in England, including doctors' practices. They are there to make sure that all these services provide people with safe, effective, compassionate, and high-quality care and are encouraged to improve.
 
All GP practices in England must register with CQC and meet the national standard and will be inspected from time to time to make sure that this happens.
 
For further information please look at the CQC website: www.cqc.org.uk

Healthwatch

Healthwatch is an independent voice and consumer champion for people in the local community, helping to shape, challenge, and improve local health and social care.

For further information please look at the Healthwatch Sutton website www.healthwatchsutton.org.uk or call 020 8641 9540

Freedom of Information Act

The Freedom of Information Act 2000 aims to produce a culture of openness in public bodies, by providing members of the public with the right to access information held. Its main purpose is to show how public money is being used.

GP practices, although not government owned, are considered to be public bodies for the purpose of this Act. Therefore members of the public (not necessarily patients) can request information from them. This right came into force in 2005.

GP practices are required to make information available via a Publication Scheme. This may be held in paper from or by electronic means. It will include information commonly requested and is available on request.

Our practice's Publication Scheme follows the model scheme for GP practices approved by the Information Commissioner.

Accessing your Medical Records

Fees
The information contained in the publication scheme is available without charge.

In some circumstances, a fee may be charged for the provision of information, and the classes of information which incur a fee are listed in the Publication Scheme below.

Your Right to Confidentiality

Sometimes the need to protect your medical data may seem inconvenient!  For example, we are unable to discuss your medical details with other members of your family, leave messages with them, or give information to them without your consent! However, your relationship with your doctor is a very personal one, based on trust, and we have a responsibility to protect your confidence. It is your right. You may give permission, in writing, that you wish us share your details with a third party.

For more information please download our Our Aims and Your Rights Leaflet.

Data Protection Act and GDPR

Cheam Family Practice is registered under the Data Protection Act, which outlines the information we may hold about you and controls the use to which that information is put. So that you can receive proper care and attention, we do need to have certain personal details about yourself, such as your name, address and phone number. All this information is kept in our files, together with details of your medical care, because it may be needed if we see you again. 

Everyone working for the NHS has a legal duty to treat all information about you as confidential. The sensitivity of any information we hold about you is well understood by all the staff at our surgery and their duty of confidentially is written into their work contracts.

You have a right to see your own medical records, have photocopies made, or ask for an explanation of medical terms used, but because of administrative costs a fee is charged for these services.

Applications need to be made in writing and addressed to the Practice Manager.

Privacy Notice

Cheam GP Centre is a GP surgery that operates under an NHS contract. Like all GP surgeries, to enable us to provide the best standards in healthcare, we need to hold personal information about our patients. In this Privacy Policy, we provide information on when and why we collect your personal information, how we use it, the limited conditions under which we may disclose it to others and how we keep it secure.

Disabled Access

Our current premises are both converted homes, meaning that some consulting rooms are upstairs, with no lift access. If you have a disability that makes it difficult for you to be seen upstairs please let reception know when booking an appointment and we will ensure you are seen in a downstairs room.

Zero Tolerance

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 supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.


However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.


In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable: 

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible, and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently

We ask you to treat your GPs and their staff courteously at all times. 


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 a last resort in an impaired patient-practice relationship. 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. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved. 


Removing other members of the household


In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk. 

Security

Within the surgery, we keep all paper and electronic records secure to prevent unauthorised access or misuse.

Other Agencies

You may need to receive care from other people outside of the practice team. You may, for example, need to see a hospital consultant or require practical help at home. So that you can fully benefit from other specialists in health care, we may need to share some of your details with them.

We will not pass on personal information about you unless there is a genuine medical need to do so and it is in your best interest. Even so, we only pass on essential details needed for your continued care. Anyone who receives information from us is also under a legal duty to keep it confidential. The Law strictly controls the sharing of some types of very sensitive personal information.

The NHS Central Register for England and Wales contains basic personal data of all patients registered with a doctor. This register does not contain any clinical details - for example, there is no information about any illness that you may have, or medication you may be taking.

There are some instances where the law requires us to pass on information to a proper authority. For example, we are required to notify a birth. We also have a legal obligation to protect children or other vulnerable people who may be suffering from abuse or neglect.

Occasionally we are asked to provide medical information to a third party like an employer or an insurance company. We will only do so if we have your written consent.

Clinical Commissioning Group

We are a part of Sutton Clinical Commissioning Group.

NHS Sutton Clinical Commissioning Group
Sutton Civic Centre
St Nicholas Way
Sutton SM1 1EA

Phone: 020 7360 9566

Email: Suttccg.office@nhs.net

Website: www.suttonccg.nhs.uk

The NHS Constitution - Rights and Responsibilities

For information about the NHS Constitution please download this document: