The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

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.

Simply contact the Practice Manager who will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception or you can download a copy here.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.

To help you get other services e.g. from the social work department. This requires your consent.

When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

You will be treated with respect and as a partner in your care. We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your Initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.

The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.

We respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to help us provide you with the best service.
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you follow information and advice given to you by health professionals and co-operate with the practice in endeavouring to keep you healthy.

A Caldicott Guardian is a senior person responsible for protecting the confidentiality of people’s health and care information and making sure it is used properly. All NHS organisations and local authorities who provide social care must have one.

They are guided by the Caldicott Principles which originated from the 1997 department of health review of Patient Identifiable Information and its use which was led by Dame Fiona Caldicott. These were updated in a further Information Governance review in 2013.

The Caldicott guardian at Nunwell Surgery is Dr Louise Mottram.  If you need to contact her please use nunwell.secretaries@nhs.net and put FAO Caldicott Guardian in the subject line.

The area served by Nunwell Surgery is in the district covered by NHS Herefordshire and Worcestershire ICB, which is responsible for ensuring you receive all the services you need. For details of all primary care services in the area, go to their website at https://herefordshireandworcestershire.icb.nhs.uk/ or get the information you need at www.nhs.uk

Their contact details are as follows:

NHS Herefordshire and Worcestershire,
Kirkham House,
John Comyn Drive,
Perdiswell,
Worcester,
WR3 7NS

Telephone

0330 053 4356

Website

herefordshireandworcestershire.icb.nhs.uk

Email

• Media enquiries—hw.comms@nhs.net
• Freedom of Information request—MLCSU.FOITeam@nhs.net
• Complaints—hw.complaints@nhs.net

All organisations that provide NHS or adult social care must following the Accessible Information Standards (AIS) in full from 31st July 2016.
The AIS aims to make sure that disabled people have access to information that they can understand and any communication support they might need.

The standards tells organisations how to make information accessible to the following people:

• Patients
• Service users
• Their carers and parents

This includes making sure that people get information in different formats if they need it, such as:

• Large print
• Braille
• Easy read
• Via email

The AIS also tells organisations how to support people’s communication needs. As part of the AIS organisations must:

• Ask people if they have information or communication needs and find out how to meet their needs
• Record those needs in a set way
• Highlight a person’s file so it is clear that they have information or communication needs, and clearly explain how those needs should be met
• Share information about a person’s needs with other NHS and adult social care providers, when they have permission or consent to do so
• Make sure that people get information in an accessible way and communication support if they need it

We will always do our best to try and provide this information as soon as possible but in some cases this may not be an instant service and further enquiries may need to be made.

Additional information can be found by following the links below:

Accessible Information Patient Leaflet
Access Information Guidance – NHS England

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website

Download the opt out form >>>>