Accessible information

The Accessible Information Standard is a requirement that all NHS organisations, including GP practices must follow to make sure that people who have a disability, impairment or sensory loss or their carers are given information in a format they can easily read or understand.

So, we can help and support you we want to know;

• If you need information in a specific format e.g. braille, large print or easy read
• If you need to receive information in a particular way
• if you need someone to support you at appointments e.g. a sign language interpreter or an advocate
• We want to know if you lip read or use a hearing aid or communication tool

Please let us know if you require any type of support so we can record this information and add it to your record.  You can do this by telling our reception team, doctor or nurse the support you need. It is best you do this prior to needing an appointment, so the practice can make the necessary adjustments in advance.

NHS England has more information on the standard which is available in a range of formats including easy read, audio and BSL video with subtitles.  You can see these by clicking the link below:

NHS England » Patients

Healthwatch Sunderland have created a leaflet to explain this

Do you have communication needs? | Healthwatch Sunderland

Reasonable Adjustments

All disabled people have the right to reasonable adjustments. This includes when using healthcare, including GP practices.

We need to make it as easy for disabled people to use health services. This is called making reasonable adjustments.

Reasonable adjustments are changes which mean people with a disability can access the healthcare they need.

Reasonable adjustments are dependent on the person. Everyone has different needs.  Some examples might include:

• making sure there is good access for people who use a wheelchair in the surgery
• providing plain English or easy read appointment letters.
• giving someone a priority appointment if they find it difficult waiting in their GP surgery or hospital.
• offering a longer appointment if someone needs more time with a doctor or nurse to make sure they understand the information they are given.
• having a quiet space available for people waiting for their appointment.
• making sure there is a hearing loop system in consultation rooms
• using a communication chart to support a person with dementia during an appointment.

Please let us know if you require any type adjustment to access your appointments so we can record this information and add it to your record.  You can do this by telling our reception team, doctor or nurse the adjustments you need. It is best you do this prior to needing an appointment, so the practice can make the necessary adjustments in advance.

Did Not Attend Policy

Introduction

Approximately 170 appointments per month are classified as ‘Did Not Attend’ (DNA) – i.e. the patient did not turn up for the appointment and did not contact the surgery in advance to cancel/change appointment. The effects of this are:

• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources
• A potential risk to the health of the patient

Policy

It is important that any DNA policy is agreed as a practice and patients are made aware of the policy and the reason for implementing. Whilst it is important to be consistent, there will always be exceptions on an individual case-by-case basis.

The policy can be conveyed by notices in the waiting room, as well as a copy of the system on the surgery website. It should also be discussed by the patient participation group (PPG), as their support is important in supporting the process.

If a patient fails to attend a pre-booked appointment on 4 occasion(s) in the space of 12 months, an informal warning letter will be sent to the patient, advising them that a further occurrence could risk removal from the practice.

If the patient fails to attend another appointment, the matter will be discussed at a practice meeting and a majority agreement will be reached as to whether the patient will be removed from the practice list. In this case a formal warning letter will be issued.

Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid – in this case a further formal warning and period of grace will be required.

Screening Appointments

Where a patient with a chronic condition, or who is otherwise deemed to be “at risk”, fails to attend a screening or a recall appointment there may be an implied duty on the practice to follow-up the reason for non-attendance to ensure that the patient’s health is not at risk.

The responsible clinician (usually the doctor or the nurse holding the clinic) will be responsible for initiating action to contact the patient by telephone to determine the reason for the failure to attend and, where possible, re-arrange the appointment.

The clinician will have overall responsibility for the individual patient follow-up and attendance, although the administration aspects may be delegated.

The DNA must be coded onto the clinical system at each non-attendance and the DNA flowchart/process followed.

Please see here for the DNA Leflet

Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

View our Privacy Notice for Employment

Whilst we believe that online access will be very useful for many of our patients, we do ask that you read the important terms and conditions below as you will need to accept them before joining.

Use of EMIS Access: In using EMIS Access and our online facilities you agree with the terms and conditions under which this website is provided.

We will be monitoring the use of this service and we are sure that you will find it most useful.

If we find that any users are abusing the service, we will revoke their access to the service.

We consider the following as inappropriate use: sending inappropriate or abusive messages, booking appointments and not using them, consistently booking inappropriate appointments with a doctor, booking appointments for another person (except for a dependent child under the age of 16).

You are responsible for ensuring that your EMIS Access log-in details are kept confidential.

You will also be held responsible for any misuse of your account. You must inform us immediately if you believe an unauthorised person has gained access to your account.

Although EMIS Access uses high levels of internet security to protect your personal information, we do not warrant the service to be 100% secure and in using the service you are accepting a degree of risk.

EMIS Access is generally available 24 hours a day, but at certain times, for example when our computer system is backing up data or undergoing maintenance, you may be unable to use the service for a while.

Happy House Surgery does not guarantee that EMIS Access or our other online facilities will always be available and will not accept any liability for damages resulting directly or indirectly from the use of, or from any inability to use, EMIS Access or our other online facilities. EMIS have incorporated a “Current Status of EMIS Access “ link to the front screen of the EMIS Access Web site.

You may click on this link at any time to be redirected to a page showing the current status of the service. This page is updated at regular intervals and will display any operational problems and when they are due to be fixed.

EMIS Access is provided by EMIS, a trading name of Egton Medical Information Systems, the company that provides our patient records system.

Happy House Surgery cannot accept liability for damages resulting, directly or indirectly, from the use or misuse of the EMIS Access service.

In using EMIS Access, you agree to the terms and conditions and privacy statement on the EMIS Access website.

The NHS Constitution has been created to protect the NHS and make sure it will always do the things it was set up to do when it was established in 1948 – to provide high quality healthcare that is free and for everyone.

It has been created in conjunction with staff, patients and the public.

This means that it is based on ideas from the people who are closest to the NHS.

Click on the following document to see how we, as a Practice, implement the NHS Constitution.

How-Happy-House-Surgery-implements-the-NHS-Constitution

Staff and Patients

The Practice is committed to ensuring that, as far as is reasonably practicable, the way in which we provide services to the public and the way in which we treat our staff reflects their individual needs and does not discriminate against individuals or groups on any grounds.

To view our Statement of policy on Equality and Diversity, click here.

The following Document gives information about the Freedom of Information Act and what information we can provide.

Happy House Surgery

End of Life Care Patient Charter

A charter for the care of people who are nearing the end of their life

 We want to offer people who are nearing the end of their life the highest quality of care and support; we wish to help you live as well as you can, for as long as you can.

Therefore, if and when you want us to, we will:

• Listen to your wishes about the remainder of your life, including your final days and hours, answer as best we can any questions that you have and provide you with the information that you feel you need;
• Help you think ahead so as to identify the choices that you may face, assist you to record your decisions and do our best to ensure that your wishes are fulfilled, wherever possible, by all those who offer you care and support;
• Talk with you and the people who are important to you about your future needs. We will do this as often as you feel the need, so that you can all understand and prepare for everything that is likely to happen;
• Endeavour to ensure clear written communication of your needs and wishes to those who offer you care and support both within and outside of our surgery hours;
• Do our utmost to ensure that your remaining days and nights are as comfortable as possible, and that you receive all the particular specialist care and emotional and spiritual support that you need;
• Do all we can to help you preserve your independence, dignity and sense of personal control throughout the course of your illness;
• Support the people who are important to you, both as you approach the end of your life and during their bereavement.

We also invite your ideas and suggestions as to how we can improve the care and support that we deliver to you, the people who are important to you and others in similar situations.

For more information, please contact reception.

To download a copy of the Advanced Care Plan click here.