All Polices

Care Quality Commission

The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.

They do this by inspecting services and publishing the results on their website: www.cqc.org.uk

You can use the results to help you make better decisions about the care you, or someone you care for, receives.

Our CQC Inspection

Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.

This widget provides a summary of the results of the latest checks carried out by the CQC.

Feedback and Complaints

How was your experience at the surgery?

We hope you had a good experience when accessing our services. We value all feedback from patients and greatly appreciate positive comments submitted to us and shared with others.

If you have any ideas, comments or suggestions please feel free to speak to any member of staff, or ask for a card at reception which you can then put into the suggestion box, or write to Lucie Lehane

You can also leave us a Google Review. Please do not submit complaints on google or social media channels, as we are unable to respond to them in a meaningful way.

You can leave us your comments in a number of ways:

If you wish to submit your feedback directly to us or you have a complaint to make, you can:

Complaints

If you have a complaint or are concerned about the care you have received from the doctors, nurses or any of the staff working in this practice, please let us know.  We value comments and we rely on feedback from our patients in order to improve our service.

We hope that most problems can be sorted out easily and quickly, preferably 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.
  • Within 12 months of discovering that you have a problem, if more than 12 months

You can ask for an appointment with the Practice Manager to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.

You can make a complaint:

  • In person  – 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 Will Do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We will acknowledge your complaint within 3 working days and aim to have investigated your complaint as soon as possible. We aim to have looked into your complaint within 10 working days. We shall then be in a position to 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

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 consent form signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. Please let us know if this is the case.

Complaining to the commissioners

If you feel that you cannot raise your complaint with us, you can phone or write to the complaints department at South East London Integrated Care System. Their staff will aim try to sort out complaints and can make enquiries on your behalf.

Their contact details are:

Email: contactus@selondonics.nhs.uk
Tel: 0800 328 9712 or 0208 176 5337

Alternatively you can speak to the NHS Complaints Advocacy service (POhWER) that can assist you in making a complaint. They are available on the telephone on 0300 456 2370 via email at pohwer@pohwer.net

Taking your Complaint Further

If you are not happy with the way your complaint has been handled you can contact:

The Parliamentary and Health Service Ombudsman
Millbank Tower,

Millbank
London,

SW1P 4QP

Tel.: 0345 0154033

Website: www.ombudsman.org.uk

 

For more information about how to complain to the NHS, including other services, please see https://www.nhs.uk/using-the-nhs/about-the-nhs/how-to-complain-to-the-nhs/

Non-NHS Work

Why does my GP charge a fee for medical reports and letters?

Please “Contact Us Online” to request a medical report or a GP letter. Please do not book an appointment with a GP, unless instructed.

The NHS provides certain services which GPs offer and for which we are paid to offer by the NHS. The practice has a primary duty to provide services for the management of patients who are ill.

However, there are many things which patients request from GPs which are not covered by this. GPs do not have to carry out non-NHS work on behalf of their patients. However, we undertake some work as we appreciate that this service is valuable and of use to patients. Non-NHS services are chargeable.

Examples of non-NHS services for which GPs can charge their NHS patients are:

  • Accident/sickness insurance certificates
  • Private medical insurance reports
  • Statements of fact relating to general health e.g. fit to run a marathon
  • Holiday cancellation claim forms
  • Referral for private care forms (i.e. BUPA forms, Vitality forms)

Examples of non-NHS services for which GPs can charge other institutions are:

  • Medical reports for an insurance company
  • Some reports for the DSS/benefits agency
  • Examinations of occupational health
  • Requests from solicitors for patient record

When medical reports are provided they are a private service and as such, have to be completed in the GPs own time outside of their paid NHS working hours. These services incur a fee and we set our fees with reference to the British Medical Association guidance on private fees.

What if I cannot afford to pay a fee?

The practice recognises that many of our patients may have significant financial difficulties and would not wish to increase their financial stress. For this reason the practice offers two levels of support:

  • Provide the patient with a summary of their medical record including key diagnosis and current medications as previously recorded and read coded in their medical record. There is no charge for this level of support.
  • Provide a specific letter or report to patients for a fee.

Whilst we understand the financial pressures patients may be experiencing, we receive a high volume of these requests and set all of our fees based on the time the GP takes to complete the work, so that we are equitable to all patients and our doctors. We are not able to negotiate our rates or offer reduced prices.

Why does it sometimes take my GP a some time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients.

Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time, so many GPs find they are already doing extra NHS paperwork on their days off, in the evenings or at weekends. The time taken to complete a form will depend on their NHS workload and how many reports or letters have been requested by other patients at that time. We will try our hardest to turn around private work as efficiently as possible, but we cannot guarantee the work will always be done as rapidly as a patient hopes, and it may take up to 2 weeks.

I only need the doctor’s signature – what is the problem?

When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true.

In order to complete even the simplest of forms, the doctor might have to check the patient’s entire medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the Police.

What fee should I expect to pay?

We have provided below details of our fees. Whenever we receive a request for a letter or report the doctor will review the request to work out how long they need to complete the report and therefore what fee to charge.

We will always tell the patient what the fee will be before the report is completed, so they can decide whether they want to go ahead.

Fees

Service item

Standard fee

Electronic print out of records

Free

Very short letter/certificate

£20

Housing letter

£25

Private Sick note

£25

Holiday Cancellation Certificate

£30

Firearms Renewal Form

£30

Freedom from infection certificate, eg for school, travel or employment

£30

Health club/fitness certificate

£30

School fees

£30

Sickness/accident claim form

£30

Private medical/insurance form

£30

Proforma report with no examination (travel/health insurance)

£50

Written report with no examination

£50

Fitness for sports event with exam

£60

Medical report (solicitor / health insurance / employer) Any supplementary report / info requested in addition to initial report.

£85.00 – £100.00 (depending on the complexity of the patient’s medical history £25.00

DVLA/HGV/PCV appointment without eye test

£100

Access to Medical Records

Date of Policy: 21 May 2024

Author: Lucie Lehane

Review Date: May 2025

  1. Patients are entitled to view their medical records under the Access to Medical Records Act and the Data Protection Act 1998, though some checks need to be made. In particular, the practice needs to make a judgement that there is nothing in the record that could be harmful to the patient, and that there is no third party information (e.g. names and information about others)

 

  1. We strongly encourage patient to register for on-line access which provides patient with greater flexibility and instant access to their records. Patients can access their medical records online by registering to NHS App or Patient Access or similar application.

 

  1. The patient should be encouraged to download NHS App and verify their identity via the app.

 

  1. Patient needs to fill out the application form online via our website attaching selfie photo holding their ID. Alternatively, patient can also complete the paper application form at the practice.

 

  1. If patient does not have a photo ID, staff member can verify their identity by asking questions from the medical records.

 

  1. If patient requires access to their full medical records, they can request it via email or by filling out “Enhanced Access to medical records” form at reception. Patient identity needs to be verified.

 

  1. Access to records can only be granted to third parties with full written consent from the patient, which must be signed and dated. A record of this should be kept.

 

  1. Patients may select to request on-line access to their records (preferred method) or for a printed copy.

 

  1. We do not charge patients for print outs of notes, unless the requests are excessive, any charge in such situation needs to be agreed with Practice Manager.

 

  1. If a request is deemed manifestly unfounded or excessive, the practice can refuse to respond to such requests. This will be done on a case by case basis and is in accordance with Data Protection Act 2018.

 

  1. Patients should provide photo ID (such as a photo driving licence or passport / national identity card) in order to view their notes. If patients request the access to all notes including free text and all documents, or asks for all copies, the notes should be checked by senior administrator. If there is sensitive information in there, third party information or when in doubt, the notes need to be reviewed by a named GP, and if sensitive information found, then an appointment would be offered with a GP to go through the notes before releasing them to a patient.

 

  1. Receptionists should follow Access to Medical Records Flowchart for step by step instructions

 

  1. Requests for access must be fulfilled within 1 calendar month from receiving the request.

 

  1. Patients may request amendments or corrections to be noted. Entries should never be deleted or removed, instead a note should be made that the patient requests an amendment. This can only be approved by named GP. For more guidance see https://transform.england.nhs.uk/information-governance/guidance/amending-patient-and-service-user-records/

 

  1. From 3rd May 2023 all patients registered (with few exceptions assessed by named GPs in view of patient safeguarding) have future (prospective) records access enabled. This means access to information and data added to the patient record from 3rd May 2023 onwards or from the date that a patient joined the practice or from a date when access has previously been granted.

Patients who have had future (prospective) access set up before the change will continue to be able to view this information.

  1. Medical records of deceased patients stay at the practice. If requested, please follow the guidance: https://transform.england.nhs.uk/information-governance/guidance/access-to-the-health-and-care-records-of-deceased-people/

 

MP 21/05/2024

Online Access for Patients

If you wish to, you can use the internet to book appointments with a GP, request repeat prescriptions for any medications you take regularly and look at your medical record online.

Being able to see your record online might help you to manage your medical conditions. It also means that you can access it from anywhere in the world should you require medical treatment on holiday.

If you decide not to join or wish to withdraw, this is your choice and practice staff will continue to treat you in the same way as before. This decision will not affect the quality of your care.

You will be given login details, so you will need to think of a password which is unique to you. This will ensure that only you are able to access your record – unless you choose to share your details with a family member or carer.

The practice has the right to remove online access to services for anyone that doesn’t use them responsibly.

If signed up, you can get access to:

  • Booking GP appointments online
  • Repeat prescriptions online
  • Viewing your GP records online

From 3rd May 2023, patients will have automatic access to their prospective (future) consultations.

It will be your responsibility to keep your login details and password safe and secure. If you know or suspect that your record has been accessed by someone who does not have your permission to see it, then you should change your password immediately.

If you can’t do this for some reason, we recommend that you contact the practice so that they can remove online access until you are able to reset your password.

If you print out any information from your record, it is also your responsibility to keep this secure. If you are at all worried about keeping printed copies safe, we recommend that you do not make copies at all.

How to sign up

1. Download NHS App

Did you know that patients can access online services directly via the NHS App, without the need to request access from The Exchange Surgery?

The NHS App is a simple and secure way to access a range of NHS services on your smartphone or tablet. You can also access NHS App services from the browser on your desktop or laptop computer. To find out more go to www.nhs.uk/apps-library/nhs-app

After you download the app, you will need to set up an NHS login and prove who you are as follows:

  • 1. take a photo of your I.D.
  • 2. record your face using your device
  • 3. enter your NHS number if you know it

If your device supports fingerprint detection or facial recognition, you can use it to log in to the NHS App each time, instead of using a password and security code.

If you have any issues using or downloading the app, please check the NHS App help and support page.

2. Fill out our Register for Online Services form

If you want to be able to access your medical record, order repeat prescriptions and book appointments online, please register for online services by completing our Register for Online Services form.

Online Access for Adults

You will need to provide photo ID when you sign up. Please allow two working days for us to process your request.

To complete your online registration, we request that you upload a photo of yourself holding a proof of your ID, with both your face and the ID clearly visible in the photo.

The ID must be either a passport or a driving licence which is currently in date.

Alternatively, you can bring your ID to the practice for staff member to verify you. If you do not have a photo ID, please come to the practice and speak to our receptionist to verify your identity.

If you are requesting proxy access, we require proof of ID for both yourself and the patient.

Online Access for Children under 11 years old

Parents and guardians of children who are under 11 years old can request access to full medical records and it is essential to establish that they have parental responsibility and right of access to the child’s record.

  • Follow same steps as you would for adults
  • ID documents needed are: child birth certificate and parent’s photo ID

Advise parent/guardian that access to medical records and requesting medication will be revoked upon child’s 11th birthday. Once child reaches 11 years old, they can make a request to review records and be approved on case to case basis by named GP and manager.

Online Access for Children 11-13 years old by proxy

Please request proxy access again online. The named GP will review the child’s records to approve the request. Access will be given until 13th birthday only. Please allow 10 working days to process the request.

Online Access for Children 13-15 years old by proxy

To grant proxy access we need the child’s consent.

You can fill out a request online on our website and a member of staff will call your child to confirm their consent. If your child has a mobile number, please confirm it, so we can call your child directly after school hours.

Alternatively, your child can fill out the Teenage Proxy Access Request Form at the reception in person.

The named GP will review the child’s records to approve the request. Access will be given until 16th birthday only. Please allow 10 working days to process the request.

Online Access for Children 16 years and over by proxy

After their 16th birthday young people who have the NHS App and an NHS Login will have automatic access to all GP Online Services, including future information recorded into their notes.

Online Access for Adults by proxy

We encourage patients to have access to their own records, but anyone can consent to proxy access to GP online services.

Fill out this form:

Enhanced Access to medical records

Sometimes you might need access to your full medical records. We encourage patients to access them online. Please send us an email to lamccg.exchangesurgeryreception@nhs.net to request this, attaching a photo with you holding a photo ID. Alternatively, you can fill out the Enhanced Access form at the practice and bring your photo ID so we can verify your identity.

When we receive your request, we have to check with the doctor who usually sees you, that nothing in your notes could harm either your (or someone else’s) physical or mental state. Or if there is information from, or about, a 3rd party who has not given consent. We have a legal right to decide not to disclose these parts of your medical records to you.

Your records will not be ready for you to view on the same day. We will arrange a time within 21 days for you to view your records.

You can also request a printout of all your records or parts of your records. Please consider your request carefully and request only the necessary information.

Before you apply for online access to your record, there are some other things to consider.

Although the chances of any of these things happening are very small, you will be asked that you have read and understood the following before you are given login details.

Things to consider

Forgotten history

There may be something you have forgotten about in your record that you might find upsetting.

Abnormal results or bad news

If your GP has given you access to test results or letters, you may see something that you find upsetting to you. This may occur before you have spoken to your doctor or while the surgery is closed and you cannot contact them.

Choosing to share your information with someone

It’s up to you whether or not you share your information with others – perhaps family members or carers. It’s your choice, but also your responsibility to keep the information safe and secure.

Coercion

If you think you may be pressured into revealing details from your patient record to someone else against your will, it is best that you do not register for access at this time.

Misunderstood information

Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information within your medical record may be highly technical, written by specialists and not easily understood. If you require further clarification, please contact the surgery for a clearer explanation.

Information about someone else

If you spot something in the record that is not about you or notice any other errors, please log out of the system immediately and contact the practice as soon as possible.

More information

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:

Please also see our Access to medical Records Policy.