PRACTICE MISSION STATEMENT
To provide a high level of quality patient care with a strong ethos of family medicine.
To be an efficient, business focused provider of Primary Care Services.
Our core values are :
Accessible Information Standards
The Accessible Information Standards is a law to ensure that people who have a disability, impairment or sensory loss are given information they can easily read or understand.
The standard tells the NHS and adult social care organisations that they must make sure people get information in different formats such as large print , email, sign language, advocate.
Please inform the practice if you have any communication support needs.
You can find more information www.england.nhs.uk/accessibleinfo
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.
Clinicians (male and female) should consider whether an intimate or personal examination of the patient (either male or female) is justified, or whether the nature of the consultation poses a risk of misunderstanding.
- The clinician should give the patient a clear explanation of what the examination will involve.
- Always adopt a professional and considerate manner – be careful with humour as a way of relaxing a nervous situation as it can easily be misinterpreted.
- Always ensure that the patient is provided with adequate privacy to undress and dress.
- Ensure that a suitable sign is clearly on display in each consulting or treatment room offering the chaperone service.
This should remove the potential for misunderstanding. However, there will still be times when either the clinician, or the patient, feels uncomfortable, and it would be appropriate to consider using a chaperone. Patients who request a chaperone should never be examined without a chaperone being present. If necessary, where a chaperone is not available, the consultation/examination should be rearranged for a mutually convenient time when a chaperone can be present.
Complaints and claims have not been limited to doctors treating/examining patients of the opposite gender – there are many examples of alleged assault by female and male doctors on people of the same gender.
Consideration should also be given to the possibility of a malicious accusation by a patient.
There may be occasions when a chaperone is needed for a home visit. The following procedure should still be followed.
Who Can Act as a Chaperone?
A variety of people can act as a chaperone in the practice, but staff undertaking a formal chaperone role must have been trained in the competencies required. Where possible, it is strongly recommended that chaperones should be clinical staff familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available, the examination should be deferred.
Where the practice determines that non-clinical staff will act in this capacity, the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions to that effect will be laid down in writing by the practice.
- The chaperone should only be present for the examination itself, and most discussion with the patient should take place while the chaperone is not present.
- Patients should be reassured that all practice staff understand their responsibility not to divulge confidential information.
Click here to link to the latest GMC guidelines for intimate examinations:
- The clinician will contact reception to request a chaperone.
- Where no chaperone is available, a clinician may offer to delay the examination to a date when one will be available, as long as the delay would not have an adverse effect on the patient’s health.
- If a clinician wishes to conduct an examination with a chaperone present but the patient does not agree to this, the clinician must clearly explain why they want a chaperone to be present. The clinician may choose to consider referring the patient to a colleague who would be willing to examine them without a chaperone, as long as the delay would not have an adverse effect on the patient’s health.
- The clinician will record in the notes that the chaperone is present, and identify the chaperone.
- The chaperone will enter the room discreetly and remain in the room until the clinician has finished the examination.
- The chaperone will attend inside the curtain/screened-off area at the head of the examination couch and observe the procedure.
- To prevent embarrassment, the chaperone should not enter into conversation with the patient or GP unless requested to do so, or make any mention of the consultation afterwards.
- The chaperone will make a record in the patient’s notes after examination. The record will state that there were no problems, or give details of any concerns or incidents that occurred. The chaperone must be aware of the procedure to follow if they wish to raise concerns.
- The patient can refuse a chaperone, and if so this must be recorded in the patient’s medical record.
Complaints & Comments
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.
Simply contact the Practice Business Manager (Louise Perkins) and she will set all the necessary wheels in motion. A copy of our Complaints leaflet is attached below.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Comments and Suggestions
If you wish to send a comment or suggestion with regard to the practice, please use click the link below
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 working in Rivergreen Medical Centre in the last financial year was £69,051 before tax and national insurance. This is for 7 part time GPs and 2 locums who worked in the practice for more than six months.
Named Accountable GP
All patients registered at Rivergreen Medical Centre have a named GP who is responsible for the patients’ overall care at the practice. If a patient wishes to know the name of their accountable GP, please enquire.
If a patient has a preference as to which GP is their accountable GP, the practice will make reasonable efforts to accommodate the request although please note that any request cannot be guaranteed.
PALS (Patient Advice and Liaison Service)
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
What does PALS do?
In particular, PALS will:
- Provide you with information about the NHS and help you with any other health-related enquiry
- Help resolve concerns or problems when you are using the NHS
- Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
- Provide you with information and help introduce you to agencies and support groups outside the NHS
- Inform you about how you can get more involved in your own healthcare and the NHS locally
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
- Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.
You Said – We Did
|YOU Said||WE Did|
|“I am fed up with calling day after day”||We are aiming to deal with all patients on the day. They will be booked in or signposted to the most appropriate clinician or service provider, many of whom work in surgery, some in the local area and some remotely.|
|“We can’t call at 8am how can we book?”||Patients are now able to book online, via telephone at any time in our working hours and we are rolling out a new online consultation system.|
|“I can’t get to see a GP”||We are fortunate with the numbers of GPs we have but do need to use their appointments carefully for those patients who can only see a GP. For other conditions you may be booked with a nurse, HCA, physician associate, social prescriber, mental health practitioner, clinical pharmacist, cancer care coordinator, health and wellbeing coach, Physiotherapist (called first contact practitioner) or Pharmacy, urgent care centre, NHS111. The specially trained receptionists will be able to allocate you to the correct person.|
|“Why don’t you fix the potholes in the car park?”||The drive belongs to the Methodist hub and not the practice. We do work with them and contribute towards filling them.|
|Why are you still wearing masks?
|The practice has many clinically vulnerable patients and some clinically vulnerable staff too. For this reason both staff and patients are asked to wear a mask to keep our patients safe and our staff safe and well to provide the service.|