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Practice Policies

Medication Changes

Kingston CCG is responsible for managing the drugs budget spent by doctors in the Royal Borough of Kingston. During 2011 more than 18 million pounds was spent in Kingston on nearly 2.2 million prescription items. NHS Kingston may advise changes to your medicines for many reasons, including:

  • new safety concerns
  • new evidence about the benefits of a drug
  • new treatment guidelines

It is also important that we make the best use of the money we spend on medicines, without reducing the quality of the treatment patients receive. If more money is spent on medicines than is available, the extra money has to come from other areas of healthcare. This means that NHS Kingston may not be able to provide all the services that patients need.

NHS Kingston continually checks the cost of the medicines to see if savings can be made, and suports practices to make such changes to patients’ medication when necessary. You can see more information about these changes and why by looking at this leaflet from NHS Kingtson: Medication Changes: A Guide for Patients

 

Patient Confidentiality & How we use information about you

health_clipboardWe respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care. 

The staff at this practice record information about you and your health so that you can receive the right care and treatment.  We need to record this information, together with the details of the care you receive, so that it is available each time we see you.

Whilst personally identifiable information is only ever available to those involved in your care, the information recorded about you may be used for reasons other than your personal care, for example, to help to protect the health of the general public, to plan for the future, to train staff and to carry out medical and other health research.

One example of this type of project is the National Diabetes Audit, whereby data is collected nationally from GP Practices and Hospitals to provide reports on the standards of care being given to patients. You can find more information about this project and the type of data used by clicking here.

A leaflet from Kingston CCG about how they may use your information can also be found here - printed copies are available in reception.

We are also involved in research studies which require access to anonymous information from patients’ notes.  You cannot be identified from these notes as all personal details (name, address, post code, full date of birth) are removed.  Individual patients’ records are added into a much larger anonymous database from many patients across the UK which is used by researchers outside this practice. This data may be anonymously linked to other data, such as hospital data. You can find more information about Medical Research Data Collection by clicking here.

If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be collected for use in the anonymous research database.  This will not affect your care in any way.

If anything to do with the research would require that you provide additional information about yourself, you will be contacted by your GP to see if you are willing to take part; you will not be identified in any published results.

For information on the Summary Care Record, please see the relevant link on the right hand menu.

You can also click on this link to see our Patient leaflet about How We Use Your Health Records

Everyone who works here signs a confidentiality agreement. We work as a team and may need to share information with other professionals. Whenever possible we will ask for your permission before we do this. All the doctors take part in occasional teaching of medical or nursing students. You will be asked if you would prefer not to have a student present.

Under the Freedom of Information Act, members of the public have rights to request access to certain levels of information held by any public authority, this includes General practice. The Information Commissioners Office publishes detailed guidance notes that provide organisations and individuals with all the information they need to know about the Freedom of Information Act. http://www.ico.gov.uk 

In order to comply with the requirements of the ICO we are required to adopt a Model Publication Scheme in line with all other public authorities. Details of our Model Publication Scheme can be found by following the link below;

Claremont Medical Centre - Model Publication Scheme 2009

 

Patient Access  to Medical Records

You have the right to know what information we hold about you. If you would like to see your records, please speak to one of our receptionists. There is also a practice policy on Patient Access to Medical Records, this can be accessed by clicking on the underlined link. 

Please note that there is a minimum fee of £10 for access to medical records which is payable upon receipt of the initial request. 

You can also sign up for online access to certain aspects of your medical records - please refer to the Online Services link on the right under Quick Links for more information.

 

Comments, Suggestions & Complaints

clipboardWe welcome any suggestions you have to help us improve the service. You can speak directly to any of us, or write to us. Forms for your comments and suggestions can also be obtained from reception.

If you wish to make a complaint, please speak to a receptionist or put it in writing. We will take the matter seriously and respond to you as soon as possible.

A copy of the patient leaflet for Suggestions, Comments or Complaints can be obtained at reception: Complaint form JANUARY 2016.pdf

There is also a template form for you to send us your complaint on, you can find that by clicking here.

If you wish to complain on behalf of someone else about the care or service that they have received, you must provide us with confirmation that they are happy for us to talk to you about it on their behalf. You should ask them to complete a Third Party Consent Form which can be found by clicking here.

Our policy for violent or abusive behaviour is displayed at reception

 

Help, Advice & Signposting

If you need help regarding Hospital, Mental Health or Community Services, you should contact the CCG Customer Care Officer, Leigh Broggi. She can be contacted by telephone on 020 8339 8107or by e-mail on leigh.broggi@kingstonccg.nhs.uk

If you need help to find the most appropriate NHS Service locally, you could contact Kingston HealthWatch on 020 8974 6629 ( http://www.healthwatchkingstonuponthames.org.uk/) or the local Primary Care Support Service on 020 8335 1400 who have details of all doctors and dentists in the Kingston area.

Further Information

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

  • Provide you with information about the NHS and help you with any other health-related enquiry

  • Help resolve concerns or problems when you are using the NHS

  • Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint

  • Provide you with information and help introduce you to agencies and support groups outside the NHS

  • Inform you about how you can get more involved in your own healthcare and the NHS locally

  • Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise

  • Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link .

Practice Equality Policy

Claremont Medical Centre places great importance on treating all patients equally and fairly.

We attempt to give all patients the best possible treatment whatever their race, age, gender, religion, sexual orientation, social class, appearance, disability, ethnicity, marital status or medical condition.

We endeavour to treat all patients with the utmost levels of courtesy and respect. We expect all of our patients to extend the same level of courtesy to all of our staff. Physically or verbally threatening behaviour will not be tolerated on any level and the practice reserves the right to remove any patient demonstrating such behaviour from its list.

We are only able to accept patients on to our list who are happy to abide by these guidelines; are entitled to NHS care and live within our practice boundary.



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