Disability Access

If you have any special needs please let our staff know so that we can help and ensure you get the same support in the future.

Disabled Parking – Blue Badge Scheme:

The Blue Badge scheme is for people with severe mobility problems. It allows Blue Badge holders to park close to where they need to go.

Blind/Partially Sighted

If you or family members are blind or partially sighted we can give you large print of our practice leaflet upon request. Please ask Reception for further information.

For more advice and support for blind people please see the following websites:

Guide Dogs

Guide dogs are welcome at the surgery but we ask that you be aware of other patients and staff who may have an allergy or fear of dogs.

Further Information:

Guide Dogs

Hearing and language

We have a hearing loop at reception and our clinical staff have access to a sign language service. We also have access to a translation service and depending on what your main language is, we may have a clinician who speaks it.

Other Disability Websites

Please let us know if…..

You are experiencing temporary mobility issues, or have any difficulties which may not be obvious to our reception team, or if you have any special requirement that might improve how we can support you, or if for any reason you would like a chaperone during your appointment.

Chaperones

The Surgery prides itself in maintaining professional standards. For certain examinations during consultations an impartial observer (a “Chaperone”) can be requested.

This impartial observer will be a practice Nurse or Health Care Assistant who is familiar with the procedure and be available to reassure and raise any concerns on your behalf. If a nurse is unavailable at the time of your consultation then your examination may be re-scheduled for another time.

You are free to decline any examination or choose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.

The role of a Chaperone:

• Maintains professional boundaries during intimate examinations.

• Acknowledges a patient’s vulnerability.

• Provides emotional comfort and reassurance.

• Assists in the examination.

• Assists with undressing patients, if required.

Privacy Notice For Recording Of Telephone Conversations

PRIVACY NOTICE FOR RECORDING OF TELEPHONE CONVERSATIONS

We may record telephone calls to:

Review and improve services
Monitor and review quality of care
Train, develop and manage staff and medical trainees
Prevent, detect, investigate and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations or Holderness Health staff
Protect staff and patients

We do this in the interests of offering a good service to our service users, patient safety, being a good employer and to protect public funds.

How will call recordings be used:

Quality monitoring: Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand patient and staff experience and assess the processes applied. This can help us identify any improvement areas.
Training and development: Listening to a sample number of calls allows managers to identify training needs. Call recordings may also be used as part of training for medical students, GP registrars and other clinical staff in training at the practice. This is part of their clinical skills development.
Gaining a better understanding of our patients: Many calls are verbally resolved without the need to complete records. Listening to sample calls will help us better understand our patient and staff needs and gain a more informed view of organisations we signpost to.
Complaints and disputes: Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if possible), may provide additional information to help us investigate and resolve
Employee safety and wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual or in dealing with employment-related matters.

How your information is shared

Generally, call recordings are not shared. In certain circumstances, for example to comply with a court order or carry out a legislative requirement, we may share call recordings.

How long we keep your call recording

General call recordings will be retained for 1 month from the date of creation.

Can I request a copy of my call record?

If the recording is still available, you can request a copy of your conversation by contacting the surgery. This information will be provided to you in accordance with the terms of the Data Protection Act 1998.

What we use your data for (including call recordings). Your data is processed to:

Review and improve services
Check and review quality of care
Train, develop and manage staff and medical trainees
Prevent, detect, investigate, and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations, or our staff
Protect staff and patients

Phone System

OUR NEW TELEPHONE SYSTEM

We have switched to a new and better phone system at the surgery.

Please note that all calls are now recorded to help us review and improve services, monitor and review the quality of care, and train, develop and manage staff and medical trainees

Call recording also helps us to prevent, detect, investigate, and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations, or our staff

It will also help to protect staff and patients from abuse.

We do this in the interests of offering a good service to our service users, patient safety, being a good employer and to protect public funds.

How will call recordings be used?

Quality monitoring: Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand patient and staff experience and assess the processes applied. This can help us identify any improvement areas.

Training and development: Listening to a sample number of calls allows managers to identify training needs. Call recordings may also be used as part of training for medical students, GP registrars and other clinical staff in training at the practice. This is part of their clinical skills development.

Gaining a better understanding of our patients: Many calls are verbally resolved without the need to complete records. Listening to sample calls will help us better understand our patient and staff needs and gain a more informed view of organisations we signpost to.

Complaints and disputes: Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if possible), may provide additional information to help us investigate and resolve

Employee safety and wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual or in dealing with employment-related matters.

How your information is shared

Generally, call recordings are not shared. In certain circumstances, for example to comply with a court order or carry out a legislative requirement, we may share call recordings.

How long we keep your call recording?

General call recordings will be retained for up to 36 months from the date of creation. The retention period is in line with the Records Management Code of Practice for Health and Social Care 2016.

Can I request a copy of my call record?

GDPR / Statement of Intent

Under the new GDPR regulation which comes in effect on 25th May 2018 we may need to ask your permission to provide you with information about health care services which are not related to your direct care. You will also be asked to express a preference in choosing services such as your designated pharmacy for prescriptions. You can find out more about the information we hold on you and your choices about how you share through:

How We Use Your Information:

We collect and hold data about you for the purpose of providing safe and effective healthcare
Your information may be shared with our partner organisations to audit services and help provide you with better care
Information sharing is subject to strict agreements on how it is used
We will only share your information outside of our partner organisations with your consent*
If you are happy with how we use your information you do not need to do anything
If you do not want your information to be used for any purpose beyond providing your care please let us know so we can code your record appropriately
You can object to sharing information with other health care providers but if this limits your treatment options we will tell you
Our guiding principle is that we are holding your information in the strictest confidence

*Unless the health & safety of others is at risk, the law requires it or it is required to carry out a statutory function

For more detail Click Here