Practice Policies & Patient Information
Complaints
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 contact the Practice Supervisor (Mrs Catherine Spare) and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.
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.
Complaints Procedure: Complaint Leaflet
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. NHS England will direct you to the complaint manager who provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide.
You can contact the Integrated Care board:
From 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively,
Email [email protected]
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
The Health Service Ombudsman in England
You also have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed. The address is:
The Parliamentary & Health Services Ombudsman
Millbank Tower
Millbank
LONDON SW1P 4QP
Telephone 0345 0154033
Email is [email protected]
Fax is 0300 0614000
The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain. However, you are encouraged to make the approach as soon as possible after local resolution is complete”.
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
Dignity at work & 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. Our staff come to work to care for others, and it is important for all our staff to be treated with respect.
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 and rudeness that cause stress to staff will not be accepted.
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.
Infection Prevention Control Policy
IPC Annual Statement – Linden Medical Group
Annual Statement
Linden Medical Group
18/09/2024
It is a requirement of the Health and Social Care Act 2008 Code of Practice on the
prevention and control of infections and related guidance that the Infection
Prevention and Control Lead produces and annual statement with regard to
Compliance with good practice on infection prevention and control.
It summarises: –
• Any infection transmission incidents and any action taken (these will have been
reported in accordance with our Significant Event Procedure).
• Details of any infection control audits undertaken, and actions undertaken.
• Details of any risk assessments undertaken for prevention and control of infection.
• Details of any staff training.
• Any review and update of policies, procedures, and guidelines.
Infection Control Lead
The practice’s clinical lead for infection control is Karen Kidger (Practice Nurse) .
The infection control lead has the following duties and responsibilities within the practice:
• Keep up to date with changes in Infection Control
• Check PPE
• Checking the Surgery for Cleanliness
Infection Transmission Incidents (Significant Events)
Significant events (which may involve examples of good practice as well as challenging
events) are investigated in detail to see what can be learnt and to indicate changes that
might lead to future improvements. All significant events are reviewed in the monthly
Practice Meetings and learning is cascaded to all relevant staff.
As a result of these events, The Linden Medical Group has
• Continued with two yearly infection control updates for both clinical and non-clinical
staff.
• Ensure infection control guidance remains accessible to all staff.
• Training is logged on Team Net and in Personnel Files.
In the past year there have been no significant events raised that related to infection control.
Infection Prevention Audits and Actions
The practice carries out an Infection Prevention and Control audit every 6 months; the last
in-house audit was completed on 15/8/2024. Infection Control audit from the Infection
Control team was 28/8/2024. This involves a comprehensive review of all aspects of
infection prevention and control within the surgery.
As a result of this audit, the following changes are planned:
• Aim to replace certain chairs in waiting area that are ripped or damaged.
• To replace carpeted area in reception with vinyl -responsibility of Health Centre
Manager
• To replace sink taps to the dirty utility room in line with current guidance-
responsibility of Health centre manager .
• Health centre manager/Mitre to review domestic cleaning cupboard and equipment,
ensuring both are cleaned and included in the cleaning schedule.
Risk Assessments
Risk assessments are carried out so that best practice can be established and then
followed. In the last year the following risk assessments were carried out/reviewed.
• Legionella (Water) Risk Assessments: The Stapleford Care Centre Manager reviews
its water safety risk assessment to ensure that the water supply does not pose a
risk to patients, visitors, or staff.
• Cleaning specifications, frequencies, and cleanliness: The Stapleford Care Centre
manager employs and works with our cleaners to ensure that the surgery is kept as
clean as possible.
• Immunisation: As a practice we ensure that all our staff are up to date with their
Hepatitis B immunisations and offered any occupational health vaccinations
applicable to their role (i.e., MMR, Seasonal Flu). We take part in the National
Immunisation campaigns for patients and offer vaccinations and home visits to our
housebound patient population.
• Curtains: Disposable curtains are used in clinical rooms and are changed every 6
months. All curtains are regularly reviewed and changed more frequently if
damaged or soiled.
• Hand washing sinks: The practice has clinical hand washing sinks in every room for
staff to use. Our sink in the dirty utility does not meet the latest standards for sinks
but we have mitigated this by removing plugs; covering overflows and reminding
staff to turn taps off with paper towels.
• Audits: Infection control audits are carried out every six months, Handwashing
annually, medical fridges are checked daily, Sharps bin are changed by clinical staff
as required.
Training
All our staff receives two yearly training in infection prevention and control via online learning
on Team Net
Hand Hygiene training and audit is carried out annually by our Practice Nurse for training
and education.
Policies
All Infection Prevention Control related policies are in date.
Policies relating to Infection Control are available to all staff and are reviewed and updated
as appropriate, and all are amended on an on-going basis as current advice, guidance, and
legislation changes. Infection Control policies are available on the Linden Medical Group
Teamnet site.
Responsibility
It is the responsibility of everyone to be familiar with this Statement and their roles and
responsibilities under this.
Review Date
29/8/2025
Responsibility for Review
The Infection Prevention and Control Lead is responsible for reviewing and producing the
Annual Statement.
Named Accountable GP
Patients registered with The Linden Medical Group will have one of the partners as their named accountable GP. Reception will be able to advise who your named accountable GP is.
What does ‘accountable’ mean?
The contract requires the named accountable GP to take responsibility for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each of their patients where required (based on the clinical judgement of the named accountable GP).
The contract remains ‘practice based’, so overall responsibility for patient care has not changed. This is largely a role of oversight, with the requirements being introduced to reassure patients that they have one GP within the practice who is responsible for ensuring that this work is carried out on their behalf.
You can see any of the GP’s at the practice, it doesn’t need to, and won’t necessarily, be your named accountable GP.
The role of the named GP will not:
- take on responsibility for the work of other doctors or health professionals;
- take on 24-hour responsibility for the patient, or have to change their working hours:
- imply personal availability for GPs throughout the working week;
- be the only GP or clinician who will provide care to that patient.
There is no condition for patients to see the named GP when they book an appointment with the practice.
Patients are entitled to choose to see any GP or nurse in the practice in line with current arrangements.
Practice Privacy Notice
This privacy notice lets you know what happens to any personal data that you give to us, or any
information that we may collect from you or about you from other organisations.
This privacy notice applies to personal information processed by or on behalf of the practice.
This Notice explains:
• Who we are and how we use your information
• Information about our Data Protection Officer
• What kinds of personal information about you we hold and use (process)
• The legal grounds for our processing of your personal information (including when we share it
with others)
• What should you do if your personal information changes?
• For how long your personal information is retained / stored by us?
• What are your rights under Data Protection laws
Click here to view the practice privacy notice
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.
More Information
For further information visit the NHS Care records website