About the Practice

The doctors, nurses and all staff at Medina Healthcare are committed to the provision of the best possible clinical, patient, partner and staff experience within available resources.

Everyone should wear a name badge, be polite to you and people close to you, and treat you with dignity and respect. You should also be polite and show respect to the team.

Values

• To uphold the Practice Vision, personally and as a Team.
• To work smartly aiming to achieve the most possible within available resources.
• To respect and trust individual strengths and weaknesses.
• There is a shared ownership and responsibility by partners, staff and patients.
• Be a positive ambassador for the practice and patients.
• Listen to and understand the needs of our patients, and wherever possible reflect those needs on our services.
• Provide excellent customer service, by ensuring we respond to patients in an open, caring and timely fashion and importantly keep our promises.

Objectives

• Provide an environment which is clean, safe, and conducive to high quality patient care.
• Continue to develop a culture of high trust and delegation – minimise micromanagement.
• Develop trust towards management and partners from employees, patients and from other parties.
• Ensure the Practice remains a viable going concern; meeting all parties’ aspirations where possible.
• Offer patients, with on-going health issues, a clinical programme, jointly owned by both of us, to ensure that reviews and medication are managed effectively.
• Ensure that clinical and non-clinical staff partake in Continuous Professional Development.
• Ensure we practice in accordance with national guidelines, recognise best practice, enable our patients and the Practice to benefit from continuous improvement and working with the wider healthcare environment to deliver innovative solutions.
• Utilise available technology to enable all our clinical staff to respond effectively to healthcare needs.
• Provide urgent appointments that enable patients, as a minimum, to talk to a clinician on the day.
• Ensure prescriptions are ready for collection with 48 hours.
• Provide non-NHS services in a timely fashion against an agreed tariff.
• Regularly communicate on Surgery performance.
• Respond quickly and pro-actively to any concerns about our services.
• Maximise individual professional fulfilment and pride in organisation.
• Maximise individual personal fulfilment.
• Improve internal communication.
• To be flexible in delivery of work and time.
• To be positive and maintain a forward looking attitude.
• Make quick clear decisions and deliver on decisions as agreed.
• Use external resources to inform and improve practice [CCG, appraisals, QOF etc].

🔷 What You Can Expect from Us

We will aim to:

✅ Provide Safe, High-Quality Care

• Deliver care in a safe, professional, and confidential environment.
• Follow national clinical and safeguarding standards.
• Involve you in decisions about your treatment and care options.

🌐 Ensure Accessible, Modern Digital Services

• Offer an online consultation system, available during core hours (8am–6:30pm), for non-urgent requests, medication queries, and admin support.
• Allow online appointment booking, prescription requests, and access to your medical record.
• Enable secure two-way messaging, where appropriate, for communication with the practice.
• Use GP Connect to share information safely and securely with authorised NHS services, such as pharmacies or hospitals.
• Provide video consultations where clinically appropriate.

📞 Offer Clear and Timely Communication

• Answer calls promptly and ensure information is available on our website and NHS profile.
• Keep you informed about services, waiting times, and any changes to your care.
• Explain treatments clearly and support you to make informed decisions.

🕓 Respond Promptly

• Process all online consultation requests in a timely manner, usually within two working days.
• Offer urgent same-day assessment if clinically required.
• Offer non-urgent appointments we aim to be within two weeks or provide alternative appropriate care.

🤝 Treat You with Dignity and Respect

• Welcome you without discrimination.
• Respect your rights, privacy, and preferences always.
• Actively seek and act upon your feedback.

🔷 What We Ask of You

Please:

👂 Be Involved and Informed

• Share accurate and complete information about your health and care history.
• Ask questions if you don’t understand something and be open about your concerns.

📆 Use Services Responsibly

• Attend booked appointments or cancel them in advance if they’re no longer needed.
• Use the online consultation system for non-urgent needs during practice hours.
• Order repeat prescriptions in good time using the NHS App or our website.

🧭 Be Respectful

• Treat staff and other patients with kindness and respect.
• Follow the practice’s guidance on communication, behaviour, and safety.

🔷 Working Together for Better Care

Together, we can:

• Promote your health and wellbeing
• Improve access to services
• Ensure your voice is heard in how we develop and deliver care

📄 Feedback and Complaints

We value your feedback and use it to help us improve our services.
All complaints about your GP are overseen by the Hampshire and Isle of Wight Integrated Care Board (ICB). If you do not feel you can complain directly to your GP Practice there is a specialist South East area complaints team who look at all complaints about GP practices, dentists, opticians and pharmacy services, and they can either be contacted directly: Frimleyicb.southeastcomplaints@nhs.net or via HIOW ICB Patient Experience and Complaints team at: hiowicb-hsi.patientexperience@nhs.net

Users of the National Health Service have rights. The following explains what they are. They fall into three main categories.

Legislated Rights

Rights that have been written into law by means of Parliamentary Acts or Bills. (For example, UK GDPR and DPA 2018). As a patient of the NHS you have 7 rights.

• You are entitled to receive health care on the basis of clinical need, regardless of your income.
• You are entitled to be registered with a Medical practice. You are entitled to change your practice at any time. You do not have to give a reason for your decision.
• You are legally entitled to accept or refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medication, operations, etc.
• You can refuse to be involved in research trials. If you do not agree to be involved in research trials, you can withdraw at any time.
• You are entitled to equal treatment regardless of race, gender, age or disability.
• You have a right to information on GP practices in your area and the services they provide. All practices must provide an information leaflet.
• You have a right to confidentiality. Personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment, you can consent to share with other individuals outside of the NHS

Access to your Health Records.

You have a legal entitlement to see a copy of the records held about you. All records stored on computer can be accessed. If you wish to see your records you should apply in to the practice for a Subject Access Request.

Guideline Rights

• You are entitled to have reasonable access to high quality service and facilities.
• You are entitled to information on what is wrong with you and the treatment options available. Ask questions. You should be given truthful, clear answers.
• You are entitled to ask for a second opinion on your diagnosis or treatment.
• You can ask to have someone with you (friend, relative, interpreter) at any time. You may find this beneficial, particularly if you are asking questions or need moral support.

Human Rights

It is your right to be treated as a human being by another human being and as they would wish to be treated themselves, i.e. with dignity, politeness, respect and consideration. These may not necessarily be covered legally or even be contained in guidelines, but human rights will come into many of the areas mentioned above and are certainly just as important.

Consent

A doctor, nurse, or anyone else looking after your health, has to have your agreement before they can examine or treat you. This policy applies to both children and adults. Your consent will be sought before any of your information is shared with any individual not connected with your direct health care.

Patient Responsibilities

Patients, too, have certain responsibilities:

• Keeping appointments:  Please try to arrive on time. If you are unable to attend an appointment, please inform the clinic or surgery in good time. Address. If you move house, change address or telephone number, or the postcode is changed, please inform your GP practice or outpatient clinic.
• Treat all healthcare staff in a reasonable, courteous manner.
• Use emergency services in a responsible manner. Please use the out-of-hours services for emergencies only and not for routine care.
• Take care with medicines. Medicines are for one person only and should not be shared. Keep them safely away from children and in the original container. Take any unwanted medicines to a chemist for safe disposal.

Hampshire and Isle of Wight ICB
Omega House
112 Southampton Road
Eastleigh
SO50 5PB

Telephone: 0300 561 2561

https://www.hantsiow.icb.nhs.uk/

NHS England
South East Regional Team
Oakley Road
Southampton
SO16 4GX

Tel: 023 80296914
www.nhs.uk/services

Isle of Wight County Council
Customer Service Centre
County Hall, High Street
Newport, Isle of Wight
PO30 1UD

Tel: 01983 821000
https://www.iow.gov.uk/

A GP partnership is a collaborative arrangement where General Practitioners (GPs) come together to manage and operate a medical practice. This partnership model allows GPs to share responsibilities, resources, and expertise, ensuring the delivery of high-quality healthcare services to patients.

Key Features of GP Partnerships:

1. Shared Responsibilities: Partners work collectively to manage the practice, including clinical duties, administrative tasks, and financial management.
2. Collaborative Decision-Making: Decisions regarding the practice’s operations, patient care, and strategic direction are made jointly, ensuring a balanced approach that considers diverse perspectives.
3. Resource Sharing: By pooling resources, GP partnerships can offer a wider range of services and invest in better facilities and equipment, enhancing patient care.
4. Financial Management: Partners share the financial risks and rewards of running the practice, which can include managing budgets, expenses, and revenues.
5. Legal Structure: Most GP partnerships operate under a partnership agreement, which outlines the obligations, responsibilities, and rights of each partner. This agreement is crucial for ensuring smooth operations and resolving any disputes that may arise.
6. Flexibility and Support: Being part of a partnership provides GPs with support from their colleagues, allowing for flexible working arrangements and shared on-call duties.

Why Choose a GP Partnership?

GP partnerships offer a supportive and collaborative environment that benefits both practitioners and patients. By working together, partners can provide comprehensive care, improve practice efficiency, and maintain a sustainable healthcare service for the community.

For more information about our GP partnership and how we operate, please feel free to contact us directly.

Our Commitment to You:
We are committed to delivering exceptional healthcare services in a supportive and collaborative environment. Our team works closely to ensure that every patient receives personalised care tailored to their individual needs.