Please view our Accessibility Policy here.

Please view our Chaperone Policy here.

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 manager who will deal with your concerns appropriately.

Further written information is available regarding the complaints procedure from reception.

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

NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

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 Medina Healthcare in the last financial year was £62,825 before tax and National Insurance. This is for 4 part time GPs and 2 Locums who worked in the practice for more than six months.

Please note the partners and any locum doctors working in our practice will no longer supply medical information in relation to applications or renewals from the Firearms Licensing Dept. at Hampshire Constabulary for gun licenses, under their right as conscientious objectors.

Hampshire Constabulary have said that they will accept this company, MEDCERT, to provide private medicals for new and re-licencing: https://www.medcert.co.uk/contact-us/

Please view our Information Governance policy here.

ICO Registration is: Z8537183 – Hampshire and Isle of Wight Healthcare NHS Foundation Trust

DSPT Registration is: RW1 – Hampshire and Isle of Wight Healthcare NHS Foundation Trust

SIRO is Paula.Anderson@southernhealth.nhs.uk

Caldicott is CaldicottGuardin@solent.nhs.uk

DPO is Sadie.bell@solent.nhs.uk

FOIs is FreedomOfInformation@solent.nhs.uk

IG / Data Protection / Record Request Enquires is InformationGovernanceTeam@solent.nhs.uk

Data Protection / Privacy Notice is https://hiowhealthcare.nhs.uk/your-care-and-information/your-information-your-rights

FOI Web page is https://hiowhealthcare.nhs.uk/about-us/freedom-information

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].

Patient Rights & Responsibilities

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.

We will ask you for information to enable us to give you the best health care and treatment. We then keep this information, together with details of your care, because it may be needed when we see you again. Some of this we will need to share with others concerned with your care.

Everyone working for the NHS has a legal duty to keep information about you confidential.  Information is kept in compliance with Regulation (EU) 2016/679 (the “General Data Protection Regulation” or “GDPR”) and the Privacy and Electronic Communications (EC Directive) Regulations 2003 and any guidance or codes of practice issued by the European Data Protection Board or the UK’s Information Commissioner from time to time (all as amended, updated or re-enacted from time to time).

If you would like to know more about how we use your patient information or your rights about opting out, please refer to our Patient Privacy Notice.

Please view our Patient Privacy Policy here.

General

Practice365 strives to ensure that its services are accessible to people with disabilities. Practice365 has invested a significant amount of resources to help ensure that its websites are made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

This accessibility statement applies to websites hosted by Practice365.co.uk.

Accessibility on Practice365

We want as many people as possible to be able to use this website. For example, that means you should be able to:

• change colours, contrast levels and fonts
• zoom in up to 300% without the text spilling off the screen
• navigate most of the website using just a keyboard
• navigate most of the website using speech recognition software
• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

• most older PDF documents are not fully accessible to screen reader software

Enabling the Accessibility Menu

Disclaimer

Practice365 continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

Here For You

If you are experiencing difficulty with any content on Practice365 website, widget, any of its services or require assistance with any part of our site or software, please contact us during normal business hours as detailed below and we will be happy to assist.

Contacting Us

If you wish to report a problem, have any questions or need assistance, please email us at hello@iatropartners.co.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS). If you are based in Northern Ireland, please reefer to Equalities Commission for Northern Ireland (ECNI) instead of the EASS and EHRC.

Please view our Zero Tolerance Policy here.