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Statement of Purpose

The name and address of the registered provider is:

The Greyswood Practice
66 Eastwood Street
London SW16 6PX
Website: www.greyswood.org.uk
 
Practice Business manager: Mr Olu Bankole
 
The surgery was built for purpose in 2004 in Streatham, South West London.
 
Under the Health and Social Care Act 2008 (The Care Quality Commission (Registration) Regulations 2009 Part 4), the registering body (The Greyswood Practice) is required to provide to the Care Quality Commission a statement of purpose.

Our Aims and Objectives:

  • - Provide a high standard of Medical Care
    - Be committed to our patients needs
  • - Act with integrity and complete confidentiality
    - Be courteous, approachable, friendly and accommodating
    - Ensure safe and effective services and environment
    - To improve as a patient centred service through decision making and communication
  • - To maintain our motivated and skilled work teams
    - Through monitoring and auditing continue to improve our healthcare services
    - Maintain high quality of care through continuous learning and training.
    - To guide our employees in accordance with diversity and equality.
    - To ensure effective and robust information governance systems
    - Treat all patients and staff with dignity, respect and honesty.

Our purpose is to provide people registered with the practice with personal health care of high quality and to seek continuous improvement on the health status of the practice population overall. We aim to achieve this by developing and maintaining a happy sound practice which is responsive to people’s needs and expectations and which reflects whenever possible the latest advances in Primary Health Care.

The Practice Area

The surgery covers a good proportion of SW16, some SW17 and some CR4.  The reception team has a list of the roads within the Practice Area Boundaries.

Home Visits

If you are too ill to attend the Surgery and you think you need a home visit, please call before 10.00 am explaining what the problem is to the receptionist.  This will help the doctor to see the most urgent cases first.  The on call doctor will call you to ascertain the nature of your illness and may agree to visit or alternatively may offer you advice over the telephone.

Wherever possible try to attend the surgery; this will often mean you will be seen quicker, and better facilities are available for your treatment.

If you need an urgent visit please make this clear in order that the doctor receives the correct message and can take the appropriate action.

Out of Hours

If the Surgery is closed 18.30-08.00 and you feel you are unable to wait until we re-open, you can telephone access local NHS healthcare services. You can call 111 when you need medical help fast but it’s not a 999 emergency. NHS 111 is a fast and easy way to get the right help when the Practice is closed.

NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones. You should however only ring 111 when we are closed. We will look after your healthcare needs during our opening hours.

Booking Appointments

Telephone 020 8769 0845 and reception staff will help you. Patient online access is also available which enables patients to book selected appointments online. Patients should bring ID to reception to register for this service. Once registered you will also be able to order repeat prescriptions online and view selected parts of your medical records.

Pre-bookable Appointments

You will always be offered the first available appointment with the clinician of your choice. If that clinician is not available you will be offered the first available appointment with another doctor or our Nurse Practitioner.

You can make a pre-bookable appointment by telephoning at any time however the busy period is first thing in the morning and you might want to avoid this time unless you need to be seen on the day.

All appointments are available to book in advance up to six weeks ahead.

The doctors do like to look after their own patients, if possible, but you may choose to see a particular doctor for general treatment or another one in relation to a particular condition.

On The Day/Emergency Appointments

If you become ill and need to make an ‘On The Day’ appointment, please call at 8.00 am for an appointment.  We try to offer sufficient appointments on the day, however, there may be occasion when we need to add you to a list where you will be seen in turn by the next available Doctor/Nurse Practitioner. Please note that this is not a booked appointment and you may have to wait a while to be seen.  The doctor may decide to see the most urgent patients first.

Some of our doctors have additional commitments to local health care and are therefore not available some mornings and afternoons.

Telephone Consultations

If you feel that your concerns may be answered by speaking to a doctor, you may ask the doctor to call you instead. Please note that this can be any time after 11.30 a.m. for a morning telephone consultation.  The exact time will depend on whether or not the doctor's surgery runs to time.

In the afternoon we have an on call doctor who will triage any urgent calls after 4pm and will decide if a patient needs to be seen that day or can wait for the next appointment.

Extended Hours

The Surgery offers extended hours on Monday evenings and Wednesday evenings to 6.30 pm. and Saturday mornings until 11.30a.m.

These appointments are especially beneficial to those patients who find daytime/weekday appointments difficult. For this reason these appointments are also available to book online.

The Surgery telephone service is not open during these extended hours.

We aim to give patients an appointment within 48 hours to see a doctor and 24 hours to see a healthcare professional in line with the government's 'Access Plan'.

Interpreting Service

If English is not your first language and you will need an interpreter present at your consultation, please let us know.  We will book the first available appointment with the interpreting service on your behalf and inform you by post of the date and time once booked. We are happy for you to bring a friend or relative to interpret for you however we will assume that you are satisfied with their ability to do so. Where a medical procedure is to take place we would advise that a professional interpreter should be used.

Cancelling an Appointment

If you are unable to keep your appointment please make every effort to cancel it well in advance so that it may be offered to someone else.
Please note that if you are late for an appointment you may not be seen if you are more than 10 minutes late.  The doctor or nurse may still agree to see you if you are late but you may have to wait to be seen after those patients who arrive on time for their appointments.

Prescriptions

Repeat prescription requests can be left at reception or in the prescription box situated on the left-hand side of the reception Desk.  We also accept faxed or posted requests. You can request via our website using the link to Patient/Emis access. You must have a registered ID and password for this service. Please bring ID to reception to sign up.

All requests must state clearly your name and address, date of birth, and the items you require including strengths and dosages.  Alternatively you may tick the boxes on the reverse side of you printed prescription and hand it in at reception.  You can also request your prescription by post by enclosing a stamped, addressed envelope with your request.  We will post your prescription back to you or your chemist if you prefer. (Please allow a week for this service).

PLEASE ALLOW A FULL 48 HOURS FOR COLLECTION (excluding weekends and bank/local holidays).

We do not accept telephone requests other than exceptional circumstances and housebound patients.

The Regulated Activities Under CQC

General medical services and routine medical checks involving a holistic approach.

Management of Chronic Disease

This encompasses a wide range of conditions which require long term treatment and care such as Diabetes, Stroke, CHD, COPD, etc. Our priority is to ensure this care is on-going and appropriate; to this end we shall endeavour to review patients’ medication on an annual basis.

General Nursing Care

Our nurses and HCAs manage wound care, contraceptive services, smoking cessation advice, well person checks, new patient checks, blood pressure monitoring and travel advice; they also perform vaccinations, ear syringing and smear tests. They also monitor some of the chronic disease management by seeing patients for reviews of COPD, diabetes and asthma.

Maternity Services

The doctors also provide ante-natal and postnatal care. Appointments for these services are booked with a GP within the normal booking service.

Cervical Screening

This service is provided by specially trained nurses.

Family Planning and Contraceptive Services

This is provided by doctors and nurses. Nurses are able to provide follow up contraception monitoring for all methods initiated by the doctor.

Dr Scott can fit IUD’s and will need to see the patient prior to the fitting to discuss the procedure, suitability and to discuss any possible or likely side effects/complications. A Practice Nurse assists with fitting at the follow up appointment

Child Health Surveillance

Baby weigh-in and general advice clinics are held weekly at the surgery with the health visitor team.

Vaccinations and Immunisations

The Practice strongly supports the childhood immunisation programme. All routine childhood immunisations are performed at the surgery by a nurse following an automatic invitation. Our HCA Rebecca Warwick does weekly audits to check on children not up to date and sends out invites and reminders.

We also offer all ‘at risk’ patients the seasonal influenza vaccine from September to January every year.

Travel Health

We are a registered Yellow Fever Centre.

All of the Practice Nurses have been trained to provide an up to date service that includes vaccinations if necessary.

Patients planning to travel to areas where vaccination is required should make an initial appointment with a nurse to ascertain what vaccinations are required. It is important to make this initial appointment as early as possible  as some vaccinations are a course and you will need to allow plenty of time to both have the vaccinations and for them to become effective.

Some travel vaccines/medications are ordered on a private prescription and these incur a charge over and above the normal prescription charge.  This is because travel vaccination is not included in the services provided by the NHS and therefore is a chargeable service.

We also recommend visiting www.fitfortravel.nhs.uk website for further information.

Counselling

We use the Wandsworth Psychological Therapies Service and three of their counsellors come to the surgery twice a week.  If appropriate, we will refer our patients to this service or patients can self-refer to this  - ring 0203 513 6264

We also have access to private counsellors who will see patients.

Smoking Cessation

Rebecca Warwick HCA is our trained Stop Smoking Advisor. She has a high successful quit rate and is regularly in the Top 5 in Wandsworth. When booking an appointment please tell reception what it is for so they can book the appropriate time allowance.

Physiotherapy/Podiatry

Currently physio and podiatry are by referral to external clinics however we hope to provide this service soon from the Practice.

Joint Injection

Dr Nabila Alam is trained to administer joint injections – please book a routine appointment initially to discuss this treatment 

Access to Patient Information

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care.

Confidential patient data will be shared within the health care team at the practice and with other health care professionals to whom a patient is referred. Those individuals have a professional and contractual duty of confidentiality.

Under the Health and Social Care Act 2012, NHS England can now instruct the Health and Social Care Information Centre to extract data from all NHS care providers including general practice. Data used to extract is limited to NHS number, date of birth, gender and postcode and extractions will only be coded data - no free text will be taken.

We have displayed leaflets and posters in the surgery giving patients information about this. The link below is to the website with patients FAQ's. Patients do have the right to object to this and opt out and if you would like to do so please contact the surgery. However we would urge you to read the FAQ's and other information on the link below so you are clear on whether you wish to object. By using this data Secondary care and primary care will be better linked making your care in either setting more cohesive.

http://www.england.nhs.uk/ourwork/tsd/care-data/

Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless it is a matter of life and death or there is a serious risk to the health and safety of the patients or it is overwhelmingly in the public interest to do so.

In these circumstances the minimum identifiable information that is essential to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose.  That individual will also have a professional and/or contractual duty of confidentiality. Data will otherwise be anonymised if possible before disclosure if this would serve the purpose for which data is required.

Data Protection Policy

The practice is committed to security of patient and staff records.

The practice will take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally compliant. This will include training on Confidentiality issues, DPA principles, working security procedures, and the application of Best practice in the workplace.

The practice will undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event.

The practice will maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance.

DPA issues will form part of the practice general procedures for the management of Risk.

Specific instructions will be documented within confidentiality and security instructions and will be promoted to all staff.

Patients' Rights and Responsibilities

You have a right to expect a high standard of care from our practice and we will try at all times to provide the very best care possible within the resources available.

In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given. In addition, if you feel that your medical problem is complicated, or you have more than one problem to discuss with your doctor, we would suggest that you consider making more than one appointment. Please remember that your appointment is for you alone and your doctor will not be able to give medical advice to anyone accompanying you unless they have made a separate appointment.

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

You have the right to express a preference of practitioner when you make an appointment.

Violent and Abusive Patients – Zero Tolerance

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent and/or abusive patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and circumstances leading to it.

The Health Authority s then responsible for providing further medical care for such patients.

Comments, Suggestions and Complaints

We welcome comments and suggestions on our service. If we fail to provide the highest care possible, please make any observations known to our practice manager who will, where appropriate, use our complaints procedure to try to correct the problem.

All our staff is here to help you.

Friends and Family Test

Please use the tablet in reception to give feedback or use the link on our website. You will be asked simple questions with the option to add comments of your choice.

General Information

Access to Health Records

The Data Protection Act allows you to find out what information about you is held on computer.

This applies to your health records. If you want to see them, you should make a written request to the practice. You are entitled to receive a copy, but should note that a charge will be made.

Carers

A carer is someone who, without payment, provides help and support to a partner, child, relative, friend or neighbour who could not manage without their help. This could be due to age, physical or mental illness, substance misuse or disability. Anyone can become a carer - carers come from all walks of life, all cultures and can be of any age.

Please inform our reception staff if you are a carer or are cared for by another person. They will give you a form to complete. This will alert us to your possible needs in this role.

Website: www.nhs.uk/carersdirect or call 0808 802 0202 for free confidential advice or www.carerswandsworth.org.uk or www.csmerton.org

Change of Personal Details

Patients are asked to notify the practice as soon as possible of any change of name, address or telephone number; not forgetting to indicate all the persons involved in this change. In an emergency this could be absolutely vital.

Chaperone

Should you need a professional chaperone present at a consultation or procedure then please alert reception staff who can ensure that the doctor/ nurse you are booked to see can arrange for another clinician/trained chaperone is available for the appointment. 

Confidentiality

As you are aware, we ask you for personal information in order that you can receive appropriate care and treatment. This information is recorded on a computer; consequently, we are registered under the Data Protection Act.

The practice will ensure that patient confidentiality is maintained at all times, by all members of the practice team. However, for the effective functioning of a multi-disciplinary team, which is what we are, it is sometimes necessary that medical information about you is shared with other members of the team.

Policy on Environmental Management

We recognise the need to minimise any adverse environmental effects caused as a result of the surgery’s activities or products, achieving our business objectives in a manner that reflects the changing environmental priorities of our patients and the community.

The practice acknowledges responsibility for and a commitment to protection of the environment at all levels. The practice will comply with applicable environmental regulations, laws and codes of practice whilst committing to continuous improvement of our environmental management performance and the prevention of pollution. We recognise that our key adverse environmental impacts are energy, fuel consumption and waste generation.

Patient Participation Group

The Greyswood Practice is committed to continually improve our services by learning from and listening to our patients.

We have a Patient Participation Group and we are always looking for new members, please ask reception for a form or submit the form on our website.

Information regarding upcoming meetings and events is advertised in the surgery and on our website on the “noticeboard”

The Greyswood Practice Statement of Purpose
Date: 11.3.15
Review Date March 2016



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