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Patient Information Statement
The Wycliffe Medical Practice is committed to providing relevant information to people who use its services.
The Information provided by the Practice covers:
- The Aims, objectives and purpose of the service
- The facilities that are available for their care, treatment and support
- How their care, treatment and support is reviewed
- The cost of the services, where charges are applied
- How to raise a concern or complaint about the service, and how it will be dealt with
- How to raise a concern if they or another person are being abused or suspect abuse
- Health promotion to encourage patients to change lifestyle behaviours that are placing their health at risk, so they can make informed choices about whether they wish to lead a healthier lifestyle
- How to make a suggestion
- Local advocacy services, e.g. Customer Services NHS, ICAS
The following methods will be used to provide this information:
- During their consultation
- Information Leaflets
- Posters and leaflets displayed in patient communal areas
- Practice Information Booklet
- Posters and leaflets in our Health Information Room (Room 14)
- Practice website
- Practice Minor Illness Booklet
Patient Information & Confidentiality
We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, partners or spouses unless we have prior written consent, and we do not leave messages with others.
Sometimes patients wish to bring a family member or friend to their consultation with a doctor or nurse. We are very happy for you to do this but please note that you may be asked detailed questions about your medical history which could include events or problems that you do not wish to share with the person accompanying you.
You have a right to see your medical records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.
Communicating with our Patients
We communicate with our patients by telephone and by letter.
If we need to contact you by telephone we will ask for you by name on the contact number you have provided. If another person answers the telephone we will not disclose that we are calling from the practice unless you have specifically authorised us to do so.
From time to time our patients or their families may find this annoying. We apologise if this causes inconvenience for you at home. However, it is necessary as some people may not wish others in their household to know that they are currently receiving treatment from a doctor or nurse. At times, we too find the situation frustrating but must adhere to these procedures because of our duty of confidentiality.
We often send text reminders of appointments to patients who have provided us with a mobile telephone number.
For patients who have expressly advised us that they are happy to receive text messages from us, we may also send other appropriate messages, for example to tell you that a special prescription you have ordered is ready for collection.
If you receive test messages from us, but decide that you do not wish to do so in future, please do not hesitate to let us know. Please also tell us if you change your mobile phone number.
We do not currently communicate with our patients by email. We do have an email address,email@example.com, to which you may send suggestions and comments, but this should not be used for any communication about your health.
We use DOCMAIL, a secure mailing service, for sending out some information letters when we need to contact large numbers of patients.
We are confident this system provides a secure and confidential method of sending information to our patients and adheres to NHS Confidentiality Guidelines.
However, if you do not wish to receive letters sent by this system, please advise us.
Responsibilities & Tolerance
The Wycliffe Medical Practice works in partnership with the patients. This means both the surgery and the patients have a responsibility to each other to work together. The patient has a responsibility to ensure the services provided under the NHS are used appropriately, and any appointments made are kept or cancelled in order to reduce wastage.
The surgery operates a zero tolerance policy and will not endure abusive, violent or unreasonable behaviour. Patients who are deemed to be within this category will be removed from the surgery list, and will be required to register with a secure surgery in Leicester.
Respect & Dignity
The Wycliffe Medical Practice is committed to promoting an environment which provides for the support and well-being of patients and we offer a number of services to facilitate this:
- A private room in which to speak with a receptionist
- An alternative to the Patient Call Board
- A chaperone during consultations
- A translation service for patients whose first language is not English
- A hearing loop
- Disabled toilet facilities
- A private room for breast feeding
- A quiet waiting area
- Male and female Doctors, subject to availability
- Assistance dogs are permitted in all parts of the building
Please ask the Receptionist if you wish to use any of these facilities
Your Named GP
All registered patients have a named GP who has overall responsibility for the care and support that our practice provides to you. Where relevant, your named GP will work with other health and care professionals to ensure that your care package meets your individual need.
If you wish to know the name of your allocated GP, please ask at reception.
You do not need to always book to see your named GP - You may ask to be seen or treated by the GP of your choice. We will make every effort to ensure you do see the doctor of your choice, but this may not always be possible, particularly if you need to be seen urgently.
New patients will be allocated a named GP when they register with the practice.
Your Summary Care Record
Your Summary Care Record, SCR, is the part of your GP records that can be accessed by emergency doctors and Out of Hours services if you require treatment. The clinician treating you will always ask permission to access your SCR. Unless you have specifically previously dissented all patients will have a basic SCR which will include only your allergies and any drug sensitivities plus recently prescribed medication as detailed in your GP records.
The doctors of The Wycliffe Medical Practice would like to encourage you to take advantage of a new initiative called the Enhanced Summary Care Record which will enable other healthcare providers to access the following information with your permission:
- Allergies and adverse reactions
- Significant medical history and procedures
- Anticipatory care information
- End of life care information
- Communication preferences
- Next of Kin
You can find out more about Summary Care Records at https://digital.nhs.uk/summary-care-records
Please either print off and return the authorisation on the left below or complete the online form to let us know your preference.
Please encourage other members of your family to let us know their preferences as well.
Using Your Information Confidentially for Risk Stratification
What is risk stratification?
There are two kinds of risk stratification:
1. The first kind is a process for identifying some patients within a Practice who might benefit from extra assessment or support with self-care because of the nature of their health problems. The process is a mixture of analysis of information by computer followed by review of the results by a clinical team at the Practice.
The analysis can, for example, help predict the risk of an unplanned hospital admission so that preventative measures can be taken as early as possible to try and avoid it. In the end, it is the clinical team of the GP Practice that will decide how your care is best managed.
2. The second kind is a process for identifying patterns of ill health and needs across our local population. This will be done by pulling together all the information in an anonymised file (where your identity has been removed) to look at patterns and trends of illness across Leicester, Leicestershire and Rutland as a whole. This will help our Public Health Department and those in the NHS who are responsible for planning and arranging health services across Leicester, Leicestershire and Rutland (known as commissioners) better understand the current and possible future health needs of the local population. This will help them make provision for the most appropriate health services for the people of this area. This group of staff will not be able to identify you as an individual under any circumstances.
In both cases the NHS systems and will processes will protect your health information and patient confidentiality at all times.
Click on the links below to read more about Risk Stratification
Fees for Non NHS Services
Access to RecordsAccess to computerised / manual records
Up to £50.00
Child MinderOfsted Health Declaration Form
(This may be paid by you or your employer and you will need to confirm this before we can agree to complete the form)
EmploymentSick note – Private
Hepatitis for Occupational PurposesFull Course – please ask for details
InsuranceValidation of Claim Form for BUPA / PPP / WPA
MedicalsDriving Licence Medical (HGV/LGV/PSV)
Medical ReportsOn Pro Forma with no exam
Full report for insurance purposes
Miscellaneous FormsDependent on information required
£15.00 - £50.00
e.g. Weight Loss Organisations Fitness Form
Road Traffic AccidentExamination following a road traffic accident
Statement of Fact LetterAccording to details – price on application
e.g. Simple statement of fact
TravelHoliday Cancellation Claim Form
Private Prescription for Travel AbroadPer prescription item
Visitors from abroadNon NHS Consultation
Help with Health Costs
Click below for more information about getting help with health costs:
Click the link below to view our medicines formulary
You can also view the mobile version of our medicines formulary using the link below
The average pay for GPs working in Wycliffe Medical Practice in the last financial year was £43,794 before tax and national insurance. This is for 4 full time GPs and 4 part time GPs who worked in the practice for more than 6 months.
Freedom of Information (FOI)
The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities. FOI replaced the Open Government Code of Practice, which has been in operation since 1994.
Data Protection and FOI – how do the two interact?
The Data Protection Act 1998 came into force on 1 March 2000. It provides living individuals with a right of access to personal information held about them. The right applies to all information held in computerised form and also to non-computerised information held in filing systems structured so that specific information about particular individuals can retrieved readily.
Individuals already have the right to access information about themselves (personal data), which is held on computer and in some paper files under the Data Protection Act 1998.
The right also applies to those archives that meet these criteria. However, the right is subject to exemptions, which will affect whether information is provided. Requests will be dealt with on a case by case basis.
The Freedom of Information Act and the Data Protection Act are the responsibility of the Lord Chancellor’s Department. A few of its strategic objectives being:
- To improve people’s knowledge and understanding of their rights and responsibilities
- Seeking to encourage an increase in openness in the public sector
- Monitoring the Code of Practice on Access to Government Information
- Developing a data protection policy which properly balances personal information privacy with the need for public and private organisations to process personal information
The Data Protection Act does not give third parties rights of access to personal information for research purposes.
The FOI Act does not give individuals access to their personal information, though if a request is made, the Data Protection Act gives the individual this right. If the individual chooses to make this information public it could be used alongside non-personal information gained by the public under the terms of the FOI Act.
Complaints and Concerns
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 12 months of the incident that caused the problem; or
- Within 12 months of discovering that you have a problem, provided that is within 12 months of the incident.
Our Practice Manager, Mrs Alison Shenton, will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person or by telephone – ask to speak to the Practice Manager.
In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of the practice manager as soon as possible
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and in negotiation with you agree a timescale for providing a response to you. We shall then offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we shall aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where appropriate
- identify what we can do to make sure the problem doesn’t happen again
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However, this does not affect your right to approach the local NHS England if you feel you cannot raise your complaint with us. Their contact details are as follows:
PO Box 16738
Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Additionally you may obtain advice and support from the NHS Complaints Advocacy Service
PO Box 14043
Telephone: 0300 200 0084
If you remain dissatisfied with the responses to your complaint, you have the right to ask the Ombudsman to review your case.
The Parliamentary & Health Service Ombudsman
Telephone: 0345 015 4033
Help us get it right
We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better
The Wycliffe Medical Practice
Lutterworth Medical Centre
Telephone 01455 553531
Dr G S Johnson, Dr S Maity, Dr C E Kendall, Dr B Shapiro, Dr N E Rhodes
Mrs Alison Shenton
Text Message Reminders
Please complete the form below if you would like to receive text reminders to your phone about appointments you have booked and other appropriate messages.
We offer a range of online services which include appointment booking, ordering repeat prescriptions and the ability to view aspects your medical records. This service is known “SystmOnline”
You may already be registered for some on these services but from April 2016 you can also request access to your detailed coded records.
SystmOnline is quick and easy to use. It is very useful for busy people who might want to order their repeat prescriptions at 11pm! In order to protect your personal information we do have a strict registration process – you can find the details in the documentation section below – bit once this has been done we will issue your log-on details and you will be able to start using SystmOnline.
We appreciate that people who will find the service most useful are the ones who will find it difficult to attend in the first place to present their ID documents. We apologise for this inconvenience but it is important in order to protect our patients’ security. You can present your documents at any time the Practice is open – including during our Extended Hours session on Wednesdays from 7am.
Once you have completed the above process you will find it quick and easy to access in future.
You can access SystmOnline from the button below, or the one located on our Welcome Page.
Requesting Repeat Prescriptions Online
This is the most popular use of SystmOnline – you can order repeat prescriptions quickly and easily at a time that is convenient for you. You can collect the prescription from the surgery two working days later, or have it sent directly to a local pharmacy. Using this “click and collect” method means you only have to make one trip, to collect the medication from the pharmacy. If you need your prescription more urgently or have any special requests then please contact us on 01455 553531.
Booking GP Appointments
SystmOnline is suitable for making standard 10 minute appointments with a Doctor. If you need a longer appointment or wish to see another member of our team, please call us on 01455 553531. If there are no suitable appointments available online then please call us. You will also be able to cancel appointments if they are no longer required.
Changing Contact Details
Please log on and submit the new information, a member of our team will access this on the following working day and contact you if clarification is required.
Accessing your Summary Health Record
Patients aged 16 and over are able to view their Summary Health Record. This includes your repeat medication, recently prescribed prescription items and records of any allergies or sensitivities. If you would like to use this facility please call us to discuss.
Accessing your Detailed Coded Records
Fully registered patients aged 16 and over can request access to their Detailed Coded Records. This relates to all coded entries (including test results) from birth to the present day.
There are some important things to consider before applying for online access to your detailed coded records:
- Forgotten History – there may be something you have forgotten in your record that you may find upsetting.
- Choosing to share your information with someone – this is your decision and your responsibility to keep the information safe and secure.
- Coercion – if you think you may be pressured into revealing details from your record to someone else it may be preferable that you do not have access at this time.
- Misunderstood information – some of the information in your record may be highly technical and written by Specialists and not easily understood. Please contact the surgery if you require clarification.
- Abnormal results and bad news – there is a risk that you may read something you may find upsetting.
We have a patient leaflet that gives more details – you will need to confirm that you have read this leaflet when you apply for the service. Click below to read the leaflet.
For more information about keeping your healthcare records safe and secure, you will find a helpful leaflet produced by the NHS in conjunction with the British Computer Society: Keeping your online health and social care records safe and secure http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Documents/PatientGuidanceBooklet.pdf
Two forms of documentation must be provided as evidence of identity, one of which must contain a photograph. Acceptable documents include passports, photo driving licences and bank statements. Patients who previously registered for general online access but who, from 1 April 2016, request access to their Detailed Coded Records will be required to re-register.
We will be able to grant access to patients who present with the correct identification for Appointments, Repeat Prescriptions and Summary Information within 7 days. If patients request access to their detailed coded information it can take the Practice up to 28 days to review their application and grant access if appropriate. This is a guide only and in some circumstances may take longer. The Practice will not approve on-line access to detailed coded information if it is deemed that it may cause physical and/or mental harm the patient.
A competent patient can choose and consent to allow access to relatives and/or carers using the form below. Please note this relates only to appointment booking, ordering repeat medication and summary record access.
Access for children, parents and guardians
Access to Detailed Coded Records will not be sanctioned for patients under the age of 16, but we can sanction access for appointment booking and repeat prescription ordering to parents of children aged up to 13. Additional arrangements exist for young people aged 13 to 16, please ask us.
The Practice reserves the right to review and remove access at any point in the future if it is thought that it is in the best interests of the patient or if the services are being misused.