Policies & Procedures

The Data Protection Act 1998 gives every living person (or authorised representative) the right to apply for access to their health records.

Do you need information in a different format?

Do you need support?

Burney Street practice offers a variety of ways to aid effective communication between the patient and all members of staff.

If you need extra support, please speak to a member of staff who will document this on your records.

Interpreting Service

We can arrange interpretation and translation services in person or by phone for patients who do not speak English or need a British Sign Language interpreter. Please let us know if you need this service when booking an appointment.

Interpreters for languages and BSL can be pre-booked to sit in the appointment with you.

For language services a telephone service called Language Line can be used.

Specific Information for Hearing Impaired Patients

• Email correspondence can be used instead of telephone
• Services such as booking appointments and ordering repeat prescriptions can be done online at: patientservices.co.uk
• Please speak to reception for more information. You can ask reception a question online by completing the Ask Reception a Question form.

For more information please visit the “Council interpreting and translation services” page on the Royal borough of Greenwich site.

Introduction

There may be times when vulnerable patients and/or their carers need assistance in gaining the help, support and advice they need. This could be for a variety of reasons, including when they are looking to access benefits, support, or health and social services.

An advocate is a person independent of the NHS and social services, who is not one of the patient’s family or friends. They will help direct the patient to gain, argue the patient’s case and help to make sure that correct procedures are followed.

Not every area of the country has a dedicated advocacy service, however if they do it can usually be found through the local council. Patients can find this out by going to the local council website or visiting www.gov.uk.

Greenwich Mind

Telephone: 020 3198 2222

Greenwich Mind advocates work as instructed by the client. Therefore they work differently according to the needs and wishes of our individual clients. Some common examples of advocacy work include:

• Listening to you and helping you have your voice heard.
• Supporting you in making complaints regarding services.
• Supporting you with regard to accessing personal budgets (‘personalisation’).
• Supporting you in seeking to further your education, including accessing grants, etc.
• Supporting you in gaining legal advice and representation if necessary.
• Providing information on community groups and support networks.

If you have a care coordinator from your local social services or healthcare team, they could be another point of call for the patient.

Help can also be gained from services such as Age UK and Diabetes UK, who can help patients find the help and support they need.

Care UK have a free advice line for carers on 0808 808 7777, or you can visit their website at www.careuk.com.

All examinations may place patients in a situation in which they will feel uncomfortable, and this may be compounded further by the need to undress, consent to intimate touching or intrusive examination. The presence of a third party may alleviate some of these concerns and provide protection for both the patient and the clinician.

Ideally, the clinician will have explained the nature of the examination, the reasons for it, and what is involved prior to it commencing, and will have given the patient the opportunity to have a chaperone present.

Alternatively, the clinician may themselves have elected to have a chaperone present for their own security. Either way, it is important for at least one of the persons present that the third party is also there.

Further details can be found in our Chaperone Policy leaflet.

All staff & volunteers of this practice recognise they have a duty to safeguard children who present to this practice. This practice will take all reasonable steps to ensure that any evidence of child maltreatment in relation to physical abuse, emotional abuse, neglect and sexual abuse is identified and acted on.

Any suspected cases of child maltreatment will be brought to the attention of the lead GP and practice manager within 24 hours.

The lead GP will:

• Listen to the concern and if appropriate, notify social care
• Seek advice from safeguarding colleagues in health & social care
• In cases of immediate serious threat, the practice will inform the police and social care

The notification to social care will be by telephone and in writing within 3 working days.

All patient information is considered to be confidential and we comply fully with the Data Protection Act 2018 and Information Governance. All employees have access to this information in relation to their role. To ensure all employees understand their responsibilities they will each sign a confidentiality agreement.

It is our legal duty to keep information about you confidential. Our guiding principle is that we are holding your records in strict confidence.

We have a duty to

• Maintain full & accurate records of the care we provide to you
• Keep records about you confidential, secure & accurate
• Provide information in a format that is accessible to you

Information may be shared, in confidence, with other NHS organisation in the interests of patient care.

We will not share information that identifies you for any reason, unless

• You ask us to do so
• We ask you for specific permission
• We have to do this by law
• We have special permission because the interests of the public are thought to be of greater importance than your confidentiality

For more in depth information about how we handle your personal data and your rights, please view the full information leaflets for you to download and print.

• How we use your Health Records
• Freedom of Information Act 2000

Main Surgery at Burney Street

Located right in the heart of historic Greenwich, our main surgery is on the doorstep of the fabulous Greenwich Park. There is a public car park opposite as well as several parking meters right outside.

We recognise that despite the ramp, the main door can be awkward for wheelchairs and buggies. If you need help, any of our staff will be happy to assist you. Should you be unable to manage the stairs for the upstairs consulting rooms, please inform the receptionists and they will arrange for you to be seen downstairs.

There is a disabled toilet in the downstairs waiting room, which also has baby changing facilities.

Branch Surgery at The Wallace Health Centre

Our branch surgery is just a short walk away from the centre of Greenwich, in the Creekside area. As parking here is limited, with some free public bays in Glaisher Street, we would encourage attending by either public transport or on foot. Please do not park on the forecourt of the neighbouring establishment as they enforce parking for their own customers only, and you may be clamped.

We have full disabled access and all consulting rooms are on the ground floor. There is a disabled toilet in the downstairs waiting room, which also has baby changing facilities.

Due to an increase in the number of patients failing to attend for their appointment it has become necessary to introduce a Did Not Attend (DNA) policy.

Unfortunately if a patient repeatedly fails to attend appointments they may be removed from this practice list and will have to find an alternative doctor.

Therefore if you cannot attend your appointment for any reason please be considerate and let us know as soon as possible so that we can offer the appointment to someone else so that they may get to see the doctor of their choice on the day that they wish to. You can cancel an appointment online by completing the Cancel an Appointment triage.

Please make use of our free texting appointment reminder service – Ask reception by completing our online form for more details.

Please do not consume food or drink whilst in the surgery, it is a health hazard and can be upsetting for unwell patients waiting to be seen.

If you feel you need a drink of water, please ask one of our receptionists.

Burney Street Practice will:

• Ensure that all visitors are treated with dignity and respect
• Promote equality of opportunity between men and women
• Not tolerate any discrimination or perceived discrimination against, or harassment of, any visitor for reason of age, sex, gender, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief
• Provide the same treatment and services (including the ability to register with the practice) to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, medical condition, religion or belief

The practice actively promotes and supports the ethos and the requirements of the Equality Act 2010.

More information can be found in the Equal Opportunities Anti-Discrimination policy document.

All information at Burney Street Practice is held, retained and destroyed in accordance with NHS guidelines.

Our commitment to publish information excludes any information which can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000.

Where individual classes are subject to exemptions, the main reasons are the protection of commercial interests and confidential personal information under the Data Protection Act 1998. This applies to all classes within the Publication Scheme.

The information on this Scheme is grouped into 7 broad categories:

• Who we are – Details of the practice, organisational structures, key personnel and how we fit into the NHS
• Our services – The range of services we provide under contract to the NHS
• Financial and funding information – Funding details and charging policies
• Regular publications and information for the public – Guidance and information leaflets
• Complaints – Policies, procedures and contacts for complaints
• Our policies and procedures – General policies and procedures in use within the practice. These include, but are not restricted to, data protection, prescribing and prescription, health and safety
• This Publication Scheme – In this class we will publish any changes we make to this Publication Scheme, the criteria on which our information management policies are made and a referral point for all enquires regarding information management generally in the Trust. We will also publish any proposed changes or additions to publications already available

• This practice handles medical records in line with laws on data protection and confidentiality
• We share medical records with those who are involved in providing you with care and treatment
• In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill
• We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe
• You have the right to be given a copy of your medical record
• You have the right to object to your medical records being shared with those who provide you with care
• You have the right to object to your information being used for medical research and to plan health services
• You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice or speak to a member of staff for more information about your rights
• For more information ask reception using our online form for a leaflet

If you are more than 10 minutes late for your appointment, you may be asked to wait until the end of the surgery before you are seen.

If you arrive more than 15 minutes late, you will be asked to re-book your appointment.

We would ask all patients to switch their mobile phones off and not use them whilst on the surgery premises.

They interfere with electrical equipment and disturb others whilst waiting or working.

Fees For Non-NHS Services Explained

Why do I have to pay?

The NHS will provide most health care to people free of charge; however there are a few exceptions.

The NHS will cover the costs for NHS work but not the costs for any non-NHS work. Subsequently, any fee charged for non-NHS work will cover the GP’s costs for providing the service.

Charges are made to cover the costs of the treatment to the patient, or because the service is not covered by the NHS.

GP’s are self employed and as such have to cover the increasing costs of staff, buildings, heat and light etc.

What is covered by the NHS and what is not?

The government’s contract with GP’s covers medical services to NHS patients. In recent years, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GP’s are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to be sure that information provided is true and accurate.

Examples of non-NHS Services for which GP’s can charge their patients are:

Medicals for pre-employment driving requirements (HGV, PSV etc.)

Prescriptions for taking medication abroad

Private sick notes

To Whom it May Concern letters

Accident/ sickness insurance certificates

Some travel vaccinations

Examples of non-NHS Services for which GP’s can charge other institutions are:

Medical reports for insurance agencies

DVLA reports and medicals

Examinations of local authority employees

How are charges decided?

The British Medical Association (BMA) issue guidelines on suggested fees although each individual practice will set their own charges for each of the services they provide. Burney Street Practice carries out periodic reviews of charges and endeavours to follow a fair charging policy.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his/her patients. Most GP’s have a very heavy workload, the majority of GP’s work can add up to 60 hours a week and paperwork takes up an increasing amount of their time. In addition non-NHS work must be undertaken outside of NHS contracted time.

I only need the doctor’s signature, what is the problem?

When a GP is required to complete a certificate or a report it is a condition remaining on the Medical Register that they sign only what they know to be true and accurate from a patient’s medical record.

Inaccurate reporting can have serious consequences for the GP from the General Medical Council or even the police.

The GP may have to check the patient’s medical record and this can be very time consuming in addition to their already heavy clinical workload.

The Practice endeavours to provide a 4-6 week turnaround for this type of work. We are aware that there may be occasions when a request is deemed as urgent, however if not given adequate time then this may not be possible to complete at short notice.

Note

We do not provide letters to support housing applications unless we are written to by the housing association or council, together with a letter of consent from the patient.

We do not provide letters supporting immigration applications

We do not sign passport application forms

Private Fees/Non NHS service price list

The services shown are not provided under the National Health Service (NHS) contract and the following fees will be charged.

Fee is paid prior to delivery of service unless by prior written agreement, where payment will be via invoice

Non-NHS services charge other institutions are:

(Fee is charged to institution prior to report being completed)

We do not sign passport applications

Medical Records Request under GDPR

Update

Due to a large increase in clinical workload Burney Street Practice has decided to outsource our insurance reports and other factual report requests to Medi2Data who will process your request using their system eMR.

What is Medi2Data?

Medi2Data is an NHS Digital accredited company who have developed a digital system called eMR which enables GP practices to create digital, GDPR compliant medical reports.

You can view and download our privacy notice below:

• Privacy Notice_SCR_20231013
• Privacy Notice_Safeguarding_20231011
• Privacy Notice_Public Health_20231013
• Privacy Notice_Payments_20231011
• Privacy Notice_National Screening Programs_20231013
• Privacy Notice_General Practice_20231010
• Privacy Notice_Direct Care Emergencies_20231013
• Privacy Notice_CQC_20231013
• Privacy Notice_Commissioning, Planning, Risk stratification, Patient Identification_20231011
• Privacy Notice_Call Recording_20231013

We are committed to protecting your privacy. You can access our website without giving us any information about yourself. But sometimes we do need information to provide services that you request, and this statement of privacy explains data collection and use in those situations.

In general, you can visit our web site without telling us who you are and without revealing any information about yourself. However there may be occasions when you choose to give us personal information, for example, when you choose to contact us or request information from us. We will ask you when we need information that personally identifies you or allows us to contact you.

We collect the personal data that you may volunteer while using our services. We do not collect information about our visitors from other sources, such as public records or bodies, or private organisations. We do not collect or use personal data for any purpose other than that indicated below:

• To send you confirmation of requests that you have made to us
• To send you information when you request it.

We intend to protect the quality and integrity of your personally identifiable information and we have implemented appropriate technical and organisational measures to do so. We ensure that your personal data will not be disclosed to State institutions and authorities except if required by law or other regulation.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should be aware that we don’t have any control over the other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting these sites.

Please see the Privacy Notice for HealtheIntent here https://www.lewishamandgreenwich.nhs.uk/privacy-notice

From the 1st of July 2007 it became illegal to smoke anywhere on or surrounding these premises. Can we ask all patients that should you need to smoke that you move away from the building and windows and do not smoke around the front entrance.

Please view our Smoking Ban Policy for more information.

The Summary Care Record (SCR) is a secure, electronic patient record that contains key information derived from patients’ detailed GP records. It is accessed in emergency and unplanned care scenarios, where such information would otherwise be unavailable.

What does the SCR contain?

The core dataset contains information about a patient’s medication, allergies and any previous adverse reactions to medicines. Other information such as significant medical history, care plans, patient wishes or preferences (and other relevant information) can be added with the consent of the patient.

Please click on the links below to find out more about Summary Care Records, how your information will be used and what decisions you need to make.

• Summary Care Records Patient Additional Info Letter
• Summary Care Records Patient Leaflet
• SCR Fact Sheet
• Letter for new patients
• Summary Care Records Opt Out form

The Burney Street Practice is an accredited training practice for fully qualified doctors entering general practice (GP registrars), who will often remain with us for one year.

We are also involved in training medical students and nurses who may sometimes accompany one of the doctors. You will always be informed if a doctor has a student with them, and if you prefer to be seen alone, we will of course respect your wishes.

Safeguarding confidential patient information is the responsibility of all NHS staff. The Burney Street Practice will ensure that your confidentiality is respected and maintained at all times in the following ways:

• Confidentiality means that when you see a doctor or nurse at the practice for any health issue, including sexual health, the doctor or nurse will not share the information you give them with anyone else, provided we think you are ‘competent to consent’ to the treatment (competent to consent means that you are fully capable of understanding the treatment and any possible consequences)
• Doctors and nurses seeing young people for sexual health information, advice or treatment will ask you if you wish to inform a parent, carer or other trusted adult. However, if you do not wish to inform an adult, we will respect your wishes and still offer you treatment

A doctor, nurse or other health professional may only break confidentiality if they think that you or someone else is at significant risk of harm. However, they will not break confidentiality without informing you first. This means that if you see a doctor or nurse at the practice for personal issues, sexual health information and advice, contraception, screening for sexually transmitted infections (STI’s), or information and referral for abortion we will see you, even if you are under 16, without having to inform your parents or carers.

Download the Greenwich Young People’s Services document for a list of telephone numbers and links to websites on a range of topics that may affect you.

Here at the Burney Street Practice we have a Zero Tolerance Policy for aggressive, rude and unreasonable behaviour. Our staff are here to help you and have the right to carry out their duties without fear of being attacked, either verbally or physically.

We will not tolerate any such behaviour directed at them and ask that you treat all members of staff with respect. However, if whilst attending the surgery, you do behave unacceptably, you will be asked to leave the premises and removed from our list and possibly reported to the police.