THE ACCESSIBLE INFORMATION STANDARD

The Accessible Information Standard – known officially as SCCI1605 Accessible Information – is a new ‘information standard’ for implementation by all organisations which provide NHS or adult social care.

Compliance with information standards of this type is a mandatory requirement, including for NHS Trusts and GP practices. This is set out in section 250 of the Health and Social Care Act.

The Accessible Information Standard aims to ensure that people who have a disability or sensory loss receive information that they can access and understand, for example in large print, braille or via email, and professional communication support if they need it, for example from a British Sign Language interpreter.

The Standard requires organisations which provide NHS or adult social care to:

1. Ask people if they have any information or communication needs, and find out how to meet their needs

2. Record those needs clearly and in a set way

3. Highlight or flag the person’s file or notes so it is clear that they have information or communication needs and how to meet those needs

4. Share people’s information and communication needs with other providers of NHS and adult social care, when they have consent or permission to do so

5. Take steps to ensure that people receive information which they can access and understand, and receive communication support if they need it

Please do confirm your information or communication needs with the doctor or member of our team – if we have not confirmed these with you – so that we can meet these. Please also confirm any information or communication needs for a member of your family who is a patient here as appropriate.

We welcome feedback about your experiences, as it lets the practice know what we are doing well and where we could improve. Talk to us.

Our aim is to provide high quality care and person-centred care and treatment that is both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we will explain why it is not possible to do as you suggest. Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It is expected you show the same courtesy to them.

We hope that, if you have a problem, you will use our practice based complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.

You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. Most complaints are best resolved within the practice and formal complaints should be made via our Practice Manager Claire Cox.

To see further details please click on this link: Complaints Information – for Patients

If you feel unable to raise your complaint directly or if you believe this is not appropriate, you can raise your complaint with the ICB who commission and pay for the NHS services you use by: Email at wyicb.pals@nhs.net or Telephone 01924 552150* (Telephone Monday to Friday 9 – 4.30, excluding Bank Holidays). In writing: West Yorkshire Integrated Care Board Complaints Team, White Rose House West Parade, Wakefield WF1 1LT. Please note: The ICB is unable to consider or reconsider the same concerns or complaints you have raised with us.

If after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman – details below.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

Tel: 0345 015 4033 Lines open Monday to Thursday 8.30 – 5.00pm Friday 8.30 – 12pm
Email: phso.enquiries@ombudsman.org.uk
Write: Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Before considering taking this step, we hope that you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters. Citizens Advice Bureau also provides information and advice about making complaints.

Care Quality Commission

They inspect GP practices and other primary medical services in England to check that they are meeting the national standards of quality and safety.

Click on the Care Quality Commission tab on the right hand menu to read their reports on the inspections undertaken in 2015 and 2019.

All aspects of consultations and treatments at the surgery are confidential. Patients can be assured that all staff have a legal duty of confidence and are fully trained in this aspect. This applies whether you are over or under 16. If you are under 16 you may attend an appointment with the doctor or nurse without your parent or guardian if you wish. You may be reassured that your consultation will “go no further”. If you are under 16 there may be times when the doctor or nurse will encourage you to discuss your visit to the surgery with your parent or guardian.

Patients are reminded that on registration at BRS as a baby the mobile number of their parent/carer will be on their medical record. Young patients may wish to change the mobile contact number to their own at an age at which they are seen to be competent.

Before carrying out an examination or procedure the Doctor, Nurse or Health Care Assistant will seek consent or agreement.

Consent may be implied eg proffering an arm for a blood pressure reading implies consent or informed written consent may be taken for more complicated procedures eg minor surgery or joint injection.

Patients may decline to give consent.

When a patient is unable to give consent the Practice will apply the principles of the Mental Capacity Act 2005 to ensure that patients do not miss out on treatments.

The ICO published the Model Publication Scheme which the practice adopted by the required deadline of 1st January 2009.

Model Publication Scheme – further information

The management of all personal information we hold about our patients is a priority for all members of the Brig Royd team. In order to meet our obligations under the General Data Protection Regulation 2018 and Data Protection Act 2018 we have published two Privacy Notices – one for patients aged under 13 and the other for patients aged 13 and over. These can be found via the links on the “policies” tab.

In addition we have reviewed all policies which relate to the management of personal information and updated these to ensure they meet the 2018 legal framework. If you have any questions about the 2018 regulation and law please contact the practice.

Please do ensure you advise the practice any time you change your contact details including your mobile number – we rely on patients to maintain their information up-to-date.

Privacy Notice Aug 24

Childrens Privacy Notice

National Data Opt Out Programme

From 25th May 2018 patients who wish to opt out of sharing their medical information for reasons other than direct care should do so via the national programme. This can no longer be done via your surgery. Please see the information below.

National Data Opt Out Information

All GP practices are required to declare the mean net earnings (eg. Average pay) for GPs working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GPs working in Brig Royd Surgery in the last financial year was £79,472  before tax and national insurance. This is for 10 part time GPs who worked in the practice for more than six months.

The practice is committed to the prevention and control of infection at all times. As part of this commitment the practice publishes an annual statement as shown below.

Infection Control Annual Statement 2021-2022

PURPOSE

Our Annual Statement is produced to summarize:

• Any infection transmission incidents and action taken (these will have been reported in accordance with our Significant Event procedure).
• Details of infection control audits undertaken and actions taken as a result.
• Details of infection control risk assessments undertaken and actions taken as a result.
• Reviews and updates of policies, procedures and guidelines.

INFECTION CONTROL LEADS

Dr. Emma Gayle is the Practice lead for infection control supported by the Advances Practice nurse Joanne Hallinan.

Annual risk assessments and audits are carried out by the Nurse team, led by Nurse Joanne Hallinan with support from the Claire Cox the Practice Manager.

SIGNIFICANT EVENTS

No significant IPC events have been reported in the last 12 months.

AUDITS

The annual infection control audit was carried out in May 2022 by AP Joanne Hallinan and Claire Cox.  The findings of the audit showed that all infection control policies and protocols were being adhered to. The COSHH Audit was undertaken in May 2022 by the housekeeper and the PM.

It was agreed that an appropriate cleaning schedule was in place. The housekeeper works to a high standard, is aware of COSHH requirements and the color coded system for housekeeping. Patient feedback refers to a “clean, light and airy building”. Carpet cleaning in both patient and staff areas is to be undertaken after the winter.

In addition, the IPC measures identified in the Gold Standard Infection Prevention Society audit from 2019 were found to continue to be in place. Our management of the closure and positioning of sharps bins has been maintained as has the documentation of the cleaning required and undertaken for equipment used in the surgery and loaned to patients (no equipment has been loaned out during the Covid-19 pandemic).

RISK ASSESSMENTS

A full Covid-19 Risk Assessment was undertaken and updated regularly from March 2020. This provides information regarding the highest standards of IPC for the practice when operating as the “hot site” and on return to practice-only working. An inspection was undertaken by a specialist IPC staff member from Calderdale MBC in April 2020 and all recommendations were adopted.

A Health and Safety Risk Assessment (including infection control) was carried out in June 2012 and updated in August 2013, October 2014, October 2015 and February 2017, February 2019 and will be repeated in May 2022. The 2021 general risk assessment was superceded by the specialist Covid-19 risk assessment.

Disposable curtains and disposable pillow covers are in use in clinical rooms. Disposable PPE is available in all clinical / treatment rooms from DaniCentres.

The practice’s Legionella Risk Assessment identified minimal risk and monthly checks of water temperatures are undertaken in-house. All mechanical and electrical systems are serviced twice annually by Pro-Active Maintenance.

STAFF TRAINING AND LEARNING

Training is undertaken on a bi-annual basis in accordance with guidelines from the then NHS Calderdale. In addition, as required, training and updates are undertaken by the nurse team. The Practice has signed up to the IPC Champions strategy led by Calderdale MBC and also receives IPC information from Harrogate and District NHSFT which is shared across the team as required by subject of the update and staff roles.

All staff are briefed on COSHH and IPC requirements on arrival and provided with the Method Statement and Cleaning Schedule (by day) for the time they provide cover. IPC forms part of the induction of any new staff.

Staff training was undertaken for Covid working including cleaning, mask wearing, PPE and sanitising.

Staff training will be undertaken in May 2022 in conjunction with a review of the Risk Assessment.

POLICIES, PROTOCOLS AND GUIDELINES

The practice reviews all policies, protocols and guidelines relating to Infection Prevention and Control at least bi-annually or as required.

The practice ensures compliance with The Health and Social Care Act 2008 Code of practice on the prevention and control of infections and uses NICE guidance, QS61 and the policies of CHFT as sources of IPC information and good practice.

FURTHER INFORMATION is available from the Practice Manager, to whom any patient feedback regarding any matters regarding infection control and prevention should be addressed.

For more information regarding the use and/or sharing of confidential information for planning and research purposes, and to record a Type 2 Opt Out if this is your wish, please visit

https://digital.nhs.uk/about-nhs-digital/our-work/keeping-patient-data-safe/how-we-look-after-your-health-and-care-information/your-information-choices/opting-out-of-sharing-your-confidential-patient-information

Type 1 opt outs should be sent to the practice in hard copy and we will record them in line with your wishes.

Your entitlement to free NHS treatment depends on the length and purpose of your residence in the UK, not your nationality. There may be charges for some NHS services, for example, your dental treatment, and you may be entitled to help with these charges.

Have a look at the excellent website from the Citizen’s Advice Bureau (click) which provides detailed information for people from abroad. For instance, you may be British but live abroad and may not be eligible for NHS care.

Patients at Brig Royd Surgery can request access to their full and detailed coded medical record online.  This record will include consultations, correspondence, medication, allergies, immunisations, test results and values, problems and diagnoses as well as references to referrals to specialists and other services, and procedures undertaken.

Log in details are the same as those for our other online services i.e. booking appointments and requesting medication.  Please ensure that you keep your password secure.

If you know or suspect that your record has been accessed by someone that you have not agreed should see it, then you should change your password immediately.  If you can’t do this please contact the practice so we can suspend online access until you are able to reset your password.  Be careful that nobody can see your records on screen and be especially careful if you use a public computer.

If you print out any information from your record, it is your responsibility to keep this secure.  If you are at all worried about keeping printed copies safe, we recommend that you do not make copies at all.

The information that you can see online may be misleading if you rely on it alone to complete insurance, employment or legal reports or forms.

To request access to your medical record online please complete an application form which can be downloaded from Brig Royd Surgery website or can be collected from reception.  The completed form should then taken in person to the surgery when the receptionist will need to confirm your ID. one of which must be a photograph and one with a current address.  Please be aware that it may take up to 28 days for us to have your record available for you to view and in some rare instance maybe longer, we will inform you if it is going to take longer than 28 days.  Once your record is available to view we will inform you either by text or email

Basic checks will be undertaken by the team to ensure that access should be granted.  It is up to your GP to decide if you should have access to your online records and if they consider it is not in your best interest they will discuss the reasons with you.

Access for “proxies” e.g. parents or carers can also be granted after completion of the proxy application form and basic checks.  Access for young people’s records will be available to their parents until the age of 11.   At the age of 12 access will be limited to requesting medication and booking appointments only unless the young person specifically gives consent for access to their medical record to continue to be available online to their parent/s or carer.  All online access by parent/carers to young people’s records including prescriptions and online booking ceases on their 16^th birthday.

Before you apply for online access to your record, there are some other things to consider.  In all of these cases please contact the practice and we will assist.  Initially enquiries should be made to our receptionist who will pass your enquiry on to the most appropriate member of the team.  You may not receive an immediate reply to your enquiry.

For more information about online access to your medical record please contact the surgery on 01422 822209.

Although the chances of any of these things happening are very small, you will be asked that you have read and understood the following before you are given access to your medical record online.

Forgotten history – there may be something you have forgotten about in your record that you might find upsetting, or something in your record about which you were unaware.

Abnormal results or bad news – you may see something that you find upsetting in your record. We may set your record so that certain details are not displayed online e.g. test results that you might find worrying until we have had an opportunity to discuss the information with you.

Coercion – if you think you may be pressured into revealing details from your patient record to someone else against your will, it is best that you do not register for access at this time.

Misunderstood information – your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care.  Some of the information within your medical record may be highly technical, written by specialists and not easily understood by a lay person.

Information which may need correcting – if you find something which you do not think is correct please contact us. We will address your concerns and amend as necessary. Please bear in mind that you cannot change the record yourself.

Information about someone else – if you spot something in the record that is not about you or you notice any other errors, please log out of the system immediately and contact us.

More information

For more information about keeping your healthcare records safe and secure please follow this link:

http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Documents/PatientGuidanceBooklet.pdf

The practice has the right to remove online access to services.  This is rarely necessary but may be the best option if you do not use them responsibly or if there is evidence that access may be harmful to you.  This may occur if someone else is forcing you to give them access to your record or if the record may contain something that may be upsetting or harmful to you.  The practice will explain the reason for withdrawing access to you and will re-instate access as quickly as possible.

The Summary Care Record (SCR) 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. Patients can also now view their SCR via our online services facility. Should you wish to view your Summary Care Record please contact our reception team to request access.

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.

More Information

For further information visit the NHS Care records website or the HSCIC Website

Download the opt out form >>>>

VISIONS AND VALUES

Our aims are to provide high quality care and friendly, efficient service.

We aim to treat all patients as individuals and to recognise their privacy and dignity, and their values, diversity and human rights. We acknowledge that these may influence the care agreed between our GPs and nursing team and our patients.

We welcome feedback from patients. A Compliments and Comments book is provided in our waiting room as is a Suggestion Box.

Claire Cox, Practice Manager, is available to speak with patients, providing an opportunity for patients to raise issues relating to our practice. We provide care within an environment of openness, transparency and candor.

Our Patient Reference Group meets twice annually and feedback from the wider practice population is encouraged on an ongoing basis.

For more information please speak with the GP Partners or Claire Cox.

Patients’ Charter Our Responsibilities

• The services we provided are detailed on this website and the practice complies with all GMC guidance in the provision of these services.
• The practice accepts the principles which guide the NHS, the NHS values and patient rights as defined in the NHS Constitution. www.nhs.uk/choiceintheNHS/rightsandpledges/NHSConstitution.
• The practice does not discriminate on the grounds of age, disability, gender (including reassignment), pregnancy and maternity, race, religion or belief, nor sex or sexual orientation.
• An appointment will be available the same day if your need is urgent (excluding weekends and Bank Holidays.)
• When the need arises, a home visit will be provided. Emergency visits will be provided the same day.
• We will treat patients in a pleasant manner.
• If your appointment is delayed by more than 30 minutes, an explanation will be offered.
• Suggestions/complaints can be directed to our Practice Manager or to any of the partners.
• Staff have access to medical records but will only do so when medically necessary. Medical information is only disclosed to eg insurance companies on written authority given by the patient.
• Patients have a right to confidentiality and we have a duty to respect this at all times.
• Personal health information will only be used in accordance with the relevant Acts of Parliament, GMC guidance and local policy.Note: GMC guidance (2009) states that patients’ personal information may be disclosed within the healthcare team for the sake of their health or for local clinical audit.

Your Responsibilities

• The practice expects patients to accept their responsibilities as detailed in the NHS Constitution. www.nhs.uk/choiceintheNHS/rightsandpledges/NHSConstitution.
• Please attend the surgery if possible, as this gives the best opportunity for diagnosis and treatment
• Please request home visits before 10.00am
• Please treat practice staff and other staff in a pleasant manner.
• The practice reserves the right to remove from its list any patient who is violent or abusive against any staff or other patients
• Please use an appointment for ONE person only. If you wish to have an appointment for more than one person, please make this clear when making the appointment
• Please attend for your appointment or give adequate notice of cancellation. Another patient could have used your appointment.
• Please keep details of your address and phone numbers up-to-date. It is important for your care and well-being that we have up-to-date contact details.

Information about your health and care helps the NHS to improve local care, plan local services and research new treatments. In line with GPDR 2018 the strict rules about how this data can be used were strengthened. Patients can choose whether confidential patient information is used for research and planning. To find out more click the document below and visit www.nhs.uk/your-nhs-data-matters.

Your data matters to the NHS