Practice Policies

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 of 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 patients' individual needs and circumstances.  We 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 the patient being removed from the Practice list and, in extreme cases, the Police being contacted.

The Practice provides training for staff in techniques that provide them with (1) skills to manage and deal with aggression and/or physical violence and (2) information about triggers for aggression and violence.  The aim is to give them an understanding and knowledge to defuse and de-escalate potentially dangerous situations before they become physical.  Practice staff must attend refresher courses as and when required.  Additional training will be made available to those members of staff who need to develop practical skills and confidence in handling different situations.

Definition

The definition of violence is not limited to physical assault or injury; it also includes verbal aggression.  The Practice accepts the Health & Safety Executive's working definition of violence, namely:

'Any incident in which an employee is abused, threatened or assaulted by a member of the public in circumstances arising out of the course of his or her employment.'

The following behaviours will also not be tolerated:

• Any physical violence towards any member of the Primary Health Care Team
• Excessive noise, for example, loud, intrusive conversations, shouting
• Threatening or abusive language in any form including swearing or offensive remarks
• Derogatory, racial, bigoted or sexual remarks
• Persistent or unrealistic demands that cause stress to staff. Requests will be met wherever possible and explanations given when they cannot
• Rude or aggressive behaviour which staff find intimidating even when not couched in foul or abusive language
• Malicious allegations relating to staff, other patients or visitors
• Offensive sexual gestures or behaviours
• Obtaining drugs and/or medical services fraudulently
• Substance abuse in our facilities
• Causing damage / stealing from the Practice's premises, staff or patients.

We ask patients to treat GPs and our staff courteously at all times.

Duty of the Practice

Under the Health & Safety Work Order (NI) 1978 and the Management of Health & Safety at Work Regulations (NI) 2000, the Practice has a duty to ensure so far as is reasonably practicable the health, safety and welfare of all employees.  The duty of care at common law extends to taking reasonable precautions to protect employees from criminal attack.  We also have a duty to our patients to provide for them a safe environment.

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, for example, 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 they 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 be doctors or their staff at risk.

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:

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 Business 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 Business 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.

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 Business Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Further information is available at the following link:

COMPLAINTS POLICY - PATIENT INFORMATION LEAFLET

Child Protection

The Practice has a Child Protection Policy which is regularly updated.  There is also a designated Child Protection Officer.  If you have any concerns regarding a child's health or wellbeing, please contact one the doctors for further assistance.

Lost and Early Prescription Policy

Lost Prescriptions

The Practice has been directed by the Health & Social Care Board to reduce our prescribing of Controlled and pain relief medication.    

From time to time prescriptions will become lost and there may be genuine reasons for this.  However in order to minimise the potential for abuse of certain drugs and to minimise these occurrences, the Practice will apply the following procedure if a prescription appears to be 'lost':

1. The patient will be asked to complete a Lost Prescription Statement, giving details of the prescription/medication lost.  Copies of the Lost Prescription Statement are available at Reception.
2. Someone requesting a replacement for a lost prescription must speak to a doctor directly.
3. Only the doctor will initiate a replacement prescription and only if this is deemed appropriate.
4. The occurrence of a lost prescription and the circumstances will be recorded in the patient's computer record by the doctor issuing the replacement prescription.
5. The trigger point for taking further action in an individual case is 2 lost prescriptions within any six month period.
6. In cases where there has been 2 lost prescriptions within a six month period, the patient will be invited to attend the surgery to see a doctor.  Consideration at this stage will then be given to commencing weekly dispensing for this patient.
7. For individuals who, after warnings and weekly dispensing orders etc, continue to report lost scripts/medications etc, consideration will be given to removal from the Practice list.

Early Prescription Requests

Early requests of prescriptions will be dealt with as a lost prescription.  Such requests must be accompanied by clear evidence of travel arrangements when additional medication will be required.  This could include flight or travel documentation and must be printed for review by a GP.

Monitoring

The Practice Pharmacist will be responsible for monitoring of lost prescriptions and the findings will be reported at monthly Practice meetings.

Chaperone

The Practice has a policy which sets out the guidance and use of chaperones and procedures that should be in place for consultations and examinations.  It is intended to safeguard both patients and health professionals from misinterpretation of actions taken as part of consultation, examination, treatment and care.

For further information please click on the link below

Chaperone Policy

Private Fees & non-NHS Services

Why do GPs sometimes charge fees?  For answers to your questions, please click on the link below

Private Fees & Special Medical Examinations