Practice Policies & Patient Information
Accessibility Policy
Please view our Accessibility Policy here.
Chaperone Policy
Please view our Chaperone Policy here.
Complaints Policy
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
GP Net Earnings
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.
Gun Licenses
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/
Information Governance
Please view our Information Governance policy here.
Information Governance & Digital Security
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
Named Accountable GP
All patients registered with Medina Healthcare Surgery have been allocated a named accountable GP.
From 1st April 2015 we are required by the Government, under the terms of the latest GP Contract, to allocate all patients a named accountable GP. This is purely an administrative exercise in order that patients can have a named responsible GP. This does not mean that they will be the only GP who will provide care to the patient. Patients are free to choose to see any GP in the Practice in line with current arrangements. If their preferred choice of GP is not available, an alternative will be offered.
The new contract requires the named accountable GP to be responsible for the co-ordination of all appropriate services required under the contract and ensure they are delivered to each patient where required. However, this does not mean that they will be the only GP or clinician who will provide care to that patient. These responsibilities will be carried out within the opening hours of the Practice and do not change the way you currently access care outside these hours. The allocation has been done for all existing patients, and all newly registered patients will be given a named accountable GP on registration.
Please be aware that you may still see any GP of your choice at the surgery and do not have to see your named accountable GP, nor does this mean that you will only be offered appointments with your named GP.
If you have not already been informed of the name of your accountable GP, please ask the receptionist when you are next in the surgery.
Our Visions, Values & Objectives
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].
Privacy Policy
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.
Zero Tolerance
Please view our Zero Tolerance Policy here.