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New Aggressive Patient Policy

At Bowland Road we do understand how frustrating it can be to try and get through on the busy phone line particularly at the current time.  We have developed new ways of getting in touch for administrative and medication queries to free up phone lines but like many GP surgeries we know that the demand is higher than the availability of appointments on some days.  However, despite these challenges, we want to reiterate that it is NEVER acceptable to be rude or aggressive towards any practice staff. We have created a new aggressive patient policy and will be following this in the few instances where patients are aggressive towards practice staff (see below).

NHS Zero Tolerance Policy

Thank you to the vast majority of our patients who treat our GPs and staff with courtesy and respect.

The Practice supports the government's 'Zero Tolerance' policy. The aim of this policy is to ensure that our patients and staff remain safe by tackling the problem of violent or aggressive behaviour.  This states that GPs and their staff have a right to care for others without fear of being attacked or abused. We expect our staff to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They are trained to understand that they may be dealing with patients who are unwell, under stress or both and will try to take this into consideration when dealing with a misunderstanding or complaint.

 

We ask you to treat our staff courteously and act in a reasonable manner. If you are unhappy with any aspect of your care, you have the right to raise concerns in a reasonable manner by asking to talk to our Practice Manager or by making a complaint.

 

Any patient who is aggressive, violent or abusive is at risk of being removed from the Practice list and, if warranted, the police will be called for support.

Please find below examples of the type of behaviours that will not be tolerated (this list is not exhaustive):

  1. Using bad language or swearing at practice staff
  2. Any physical violence towards any member of the Primary Health Care Team or other patients, this includes pushing or throwing things
  3. Verbal abuse of staff including projecting insults
  4. Racial abuse and sexual harassment
  5. Pressurising staff with persistent or unrealistic demands is unacceptable. Requests will not be unreasonably declined and explanations provided
  6. Causing damage to, or stealing from the Practice's premises, staff or patients
  7. Obtaining drugs and/or medical services fraudulently

Please treat our GPs and staff as you would wish to be treated.

 

Removal from the Practice List

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

 

Removing Other Members of the Household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

Aggressive patient policy


What does my test result mean?

The descriptions below give an explanation and details behind the phrases used. 

 

Normal. Take no action – The doctor has looked at the result and deemed it to be within the normal range for the test. No further investigation or treatment is needed.

 

Satisfactory. Take no action – The doctor has looked at the results and deemed it to be very close to the normal range for the test and the result is not concerning. Some patients have consistently abnormal results that are ‘normal’ to them.

 

Abnormal but expected. Take no action – The doctor has looked at the result and no further investigation or treatment is needed. This may be for the following reasons:

 

  • The result is in keeping with your known medical condition(s)
  • The result has already been discussed with you
  • You are already on the correct treatment

 

Specimen lost/unusable, repeat test – Unfortunately occasionally there are sample processing errors. This may be due to delay in samples reaching the laboratory, incorrect specimen containers being used, or errors from the laboratory side.

 

Abnormal – GP has called patient. The doctor has reviewed your test result and has contacted you with an appropriate treatment plan.

Abnormal – letter with advice sent to patient. The doctor has reviewed your test result and you will have received/be about to receive further information about this result in the post.

Abnormal – to review at prebooked appointment. The doctor has reviewed your result and can see that you have an upcoming appointment where this will be discussed OR you may have an upcoming ‘virtual appointment’ where the doctor takes the time to carefully review your results and medications but may not necessarily need to contact you about them if they are satisfied no specific action is needed.

Abnormal – already actioned by another doctor. A doctor has reviewed your result and dealt with it accordingly.

Abnormal – already on correct treatment: continue with this. The doctor has looked at the result and is satisfied you are already on the appropriate treatment.

 

Other messages you might see when checking test results:

 

Cholesterol is satisfactory: No action needed (QRISK < 10%). The doctor has reviewed the cholesterol result and may send you a text message with further advice about your cholesterol result or may be satisfied by just keeping an eye on this result annually.

Cholesterol is satisfactory: No action needed. Already taking a statin. The doctor has reviewed your cholesterol result and is satisfied you are already on appropriate treatment. 

Diabetes is well controlled: Continue medication and/or working on diet/exercise measures: The doctor has reviewed the result and is satisfied that your diabetes is well controlled.  

SMS with advice sent to patient: The doctor has reviewed your result and sent you a text message with what steps they would like you to take next.

Your sugar test result continues to be in the pre-diabetic range: continue annual check and lifestyle changes. The doctor is happy to keep an eye on your blood test annually but at this stage is satisfied you are not in the diabetic category. With continuation of a healthy diet and lifestyle this result with hopefully remain out of the diabetic range.


Coronavirus vaccination

Every adult in Manchester should now have a Covid-19 booster jab as part of the plan to fight the spread of the Omicron variant.

People registered with a Manchester GP can also call the Gateway on 0161 947 0770 or 0800 092 402. Lines are open Monday to Friday, 8am – 6pm. Ask them about a free taxi to and from your vaccination appointment if you need help with transport.

You can book a booster jab online using the national booking system or by calling 119. 

You can book your jab online at https://bit.ly/2Z8qurw or by calling 119.

Have your NHS number to hand to speed up the process, find yours here https://tinyurl.com/2p93em9e

If you have received a text message from your GP practice about booking a vaccination you can also follow the instructions in the message.

Sites across Manchester have extended their opening times to make it easy for people to get their life-saving jabs.

You can also find details of local walk-in sites on the Manchester City Council website. You don’t need an appointment to attend these walk in clinics.

Please make sure that you wear a face covering at all vaccination sites.

Remember, it’s never too late to get vaccinated. If you haven’t had your first, second or your booster jab then please do. It’s important that you do all you can to keep yourself, your friends and your family safe

It is important we have up to date contact information (mobile number if possible) so we can text you when vaccination appointments become available.

If you receive a text to book an appointment at Wythenshawe Forum Health Centre then this is from the surgery and not a hoax, please go ahead and book an appointment. 

Please see frequently asked questions regarding vaccination here https://www.wythenshawecovidvaccination.com/


Coronavirus testing

You can now apply for a coronavirus test if you have symptoms - we cannot test at the GP surgery 

https://www.nhs.uk/conditions/coronavirus-covid-19/testing-for-coronavirus/ask-for-a-test-to-check-if-you-have-coronavirus/



Vulnerable patients 

If you are vulnerable and need further support with shopping, prescriptions or attending appointments please contact the Manchester City Council Helpline on 0800 234 6123.

Vulnerable patients www.gov.uk/coronavirus-extremely-vulnerable

Isolation notes https://nhs.uk/isolation-note/

Benefits https://www.gov.uk/universal-credit


Facemask advice and exemption cards

https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own

Exemption cards (for mobile phones)

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/903452/Exemption_from_face_covering_badge_for_mobile_phone.pdf

Exemption cards (to print)

https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/903453/Exemption_from_face_covering_badge_to_print.pdf


Self-isolation

If you have been given instructions to self-isolate by 111, you MUST follow this advice.

You DO NOT need a GP Medical certificate (MED3) for this (see below). 


Support for those affected/Sick Pay/Medical Certificates

To support people affected by COVID-19, various new measures have been introduced including:

  • eligibility for Statutory Sick Pay from day 1
  • no requirement for a GP MED3 to evidence self-isolation where this has been recommended, and
  • measures for those applying for Universal Credit who have been advised to self-isolate.

Please see here for further information.

We will NOT be able to provide medical certificates in these situations, please direct your employers to this link if there is any doubt.

For a self isolation note please click here https://111.nhs.uk/isolation-note/


Letters regarding cancellation of travel plans and working from home

We are not able to give advice about working from home (see here) or issue letters supporting cancellation of travel plans (see here).

Please do not call regarding these questions.


Benefits 

For advice on Universal Credit see https://www.gov.uk/universal-credit


What can you do to reduce your risk?

DO

  • wash your hands with soap and water often – do this for at least 20 seconds
  • always wash your hands when you get home or into work
  • use hand sanitiser gel if soap and water are not available
  • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
  • put used tissues in the bin straight away and wash your hands afterwards
  • try to avoid close contact with people who are unwell

DON'T

  • do not touch your eyes, nose or mouth if your hands are not clean

Visit NHS 111 for more information about how it spreads and how to avoid infection


Equality and diversity policy

Equality and Diversity


Research into Coronavirus

General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19)

This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital.

The health and social care system is facing significant pressures due to the coronavirus (COVID-19) outbreak. Health and care information is essential to deliver care to individuals, to support health, social care and other public services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the coronavirus outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations. This practice is supporting vital coronavirus planning and research by sharing your data with NHS Digital, the national safe haven for health and social care data in England. 

Our legal basis for sharing data with NHS Digital

NHS Digital has been legally directed to collect and analyse patient data from all GP practices in England to support the coronavirus response for the duration of the outbreak. NHS Digital will become the controller under the General Data Protection Regulation 2016 (GDPR) of the personal data collected and analysed jointly with the Secretary of State for Health and Social Care, who has directed NHS Digital to collect and analyse this data under the COVID-19 Public Health Directions 2020 (COVID-19 Direction).

All GP practices in England are legally required to share data with NHS Digital for this purpose under the Health and Social Care Act 2012 (2012 Act). More information about this requirement is contained in the data provision notice issued by NHS Digital to GP practices.

Under GDPR our legal basis for sharing this personal data with NHS Digital is Article 6(1)(c) - legal obligation. Our legal basis for sharing personal data relating to health, is Article 9(2)(g) – substantial public interest, for the purposes of NHS Digital exercising its statutory functions under the COVID-19 Direction.

The type of personal data we are sharing with NHS Digital

The data being shared with NHS Digital will include information about patients who are currently registered with a GP practice or who have a date of death on or after 1 November 2019 whose record contains coded information relevant to coronavirus planning and research. The data contains NHS Number, postcode, address, surname, forename, sex, ethnicity, date of birth and date of death for those patients. It will also include coded health data which is held in your GP record such as details of:

  • diagnoses and findings
  • medications and other prescribed items
  • investigations, tests and results
  • treatments and outcomes
  • vaccinations and immunisations

How NHS Digital will use and share your data

NHS Digital will analyse the data they collect and securely and lawfully share data with other appropriate organisations, including health and care organisations, bodies engaged in disease surveillance and research organisations for coronavirus response purposes only. These purposes include protecting public health, planning and providing health, social care and public services, identifying coronavirus trends and risks to public health, monitoring and managing the outbreak and carrying out of vital coronavirus research and clinical trials. The British Medical Association, the Royal College of General Practitioners and the National Data Guardian are all supportive of this initiative.

NHS Digital has various legal powers to share data for purposes relating to the coronavirus response. It is also required to share data in certain circumstances set out in the COVID-19 Direction and to share confidential patient information to support the response under a legal notice issued to it by the Secretary of State under the Health Service (Control of Patient Information) Regulations 2002 (COPI Regulations).

Legal notices under the COPI Regulations have also been issued to other health and social care organisations requiring those organisations to process and share confidential patient information to respond to the coronavirus outbreak. Any information used or shared during the outbreak under these legal notices or the COPI Regulations will be limited to the period of the outbreak unless there is another legal basis for organisations to continue to use the information. 

Data which is shared by NHS Digital will be subject to robust rules relating to privacy, security and confidentiality and only the minimum amount of data necessary to achieve the coronavirus purpose will be shared. Organisations using your data will also need to have a clear legal basis to do so and will enter into a data sharing agreement with NHS Digital. Information about the data that NHS Digital shares, including who with and for what purpose will be published in the NHS Digital data release register.

For more information about how NHS Digital will use your data please see the NHS Digital Transparency Notice for GP Data for Pandemic Planning and Research (COVID-19).

National Data Opt-Out

The application of the National Data Opt-Out to information shared by NHS Digital will be considered on a case by case basis and may or may not apply depending on the specific purposes for which the data is to be used. This is because during this period of emergency, the National Data Opt-Out will not generally apply where data is used to support the coronavirus outbreak, due to the public interest and legal requirements to share information.

Your rights over your personal data

To read more about the health and care information NHS Digital collects, its legal basis for collecting this information and what choices and rights you have in relation to the processing by NHS Digital of your personal data, see:

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