(MAIN SURGERY - St Saviours Rd)Tel: 01622 756888
(BRANCH SURGERY - Loose)Tel: 01622 744644
Text Messaging Service
We have a new NHS text messaging service which allows the Practice to send out appointment and other reminders and gives you an option to cancel by reply. Please inform the Practice if you change your mobile number so that we can ensure our records are kept up to date. If not, the Practice cannot be held responsible for messages sent to or received by the wrong person.
The practice number will appear as - +447800008339
In order to improve our service to you, administrative and medical details are largely held on computer. We are of course fully registered under the Data Protection Act and you have every right to know and check the personal data, which we hold. Please just ask. If you move house, change name or telephone number please inform the receptionist.
All our staff that have access to patient information have signed a confidentiality agreement and no details of our patient records are ever discussed without the patient's permission.
The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted. In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
We ask you to treat your GPs and their staff courteously at all times.
Removal from the practice list - A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household - In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
The Mote Medical Practice has produced a publication scheme under the Act which provides on request standard information about the use of NHS funding by the practice. Should you require a copy please ask at reception.
We hope that you find our services efficient, accessible and relevant to your needs. We welcome any suggestions you may have for improvements. If you have a comment or a complaint regarding the practice you have a number of options:
We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints.
If you are unhappy with this response, then you have the right to refer your complaint to the Health Service Ombudsman. Before you do that I would hope that you would come back to us to see if there is anything more that we can do to help resolve this. If you do refer your complaint to the Ombudsman she will require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Helpline: 0845 015 4033
Or you may wish to contact
NHS Complaints Advocay Service
SEAP Hastings, Upper Ground Floor, Aquilla House, Breeds Place, Hastings, East Sussex, TN34 3UY
Tel: 0330 440 9000
Fax: 01424 204687
All General Practices in England are currently being visited by the Care Quality Commission.
We received our visit on Thursday 22nd September 2016, please see below for our rating and full report:
You may wish to read more about what standards you can expect from your GP Surgery.
Further information about the Care Quality Commission (CQC) is available from www.cqc.org.uk
The CQC can be contacted on:
What to expect when you are referred to a Specialist:
Converting a Private prescriptions over to an NHS one (FP10)
Our NHS Contract does not oblige the Drs to automatically convert a private prescription in to an NHS one. The Drs can only do this if they are willing and have the specialist knowledge to take on the responsibility for the prescribing of that particular medication.
Private Charges to Patients
(Updated August 2018)
Completion of certain forms fall outside the scope of the GMS (General Medical Services) which general practitioners are required to provide free of charge. As such, some things are classed as a private service.
Non-NHS Services, Why do GPs sometimes charge fees? (BMA Guidance)
Our fees are listed below:
Photocopying and printing of record (per side)
Sick note of incapacity certificate (for Employers)
Private sick note
Private Prescription for travel abroad
Fitness to Travel/Fly
Holiday Cancellation/Accident/Sickness Insurance Forms
Driving Licence application/Photo
Private Insurance Claim Form (BUPA/AXA PPP etc)
Road Traffic Act 1988
To Whom It May Concern Letter (TWIMC) e.g. Airlines etc
Health Club – fit for exercise
Private Health Questionnaire
Lasting Power of Attorney
Other work will be charged pro-rata @ £252 per hour
DID NOT ATTEND (DNA) POLICY
As a practice we have approximately 700-800 unattended appointments per month. We deal with non-attendance and lateness proactively so that our services are not strained. We normally send two notifications for missed or late appointments before further action is considered.
Wasted appointments may mean another patient who wants to see their GP or Practice Nurse is unable to due to limited availability. We respectfully request that if something arises meaning you may miss or be late for an appointment in the future, you kindly let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.
PRACTICE DNA POLICY
A DNA occurs when an appointment is not attended and the patient has not contacted the practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another patient who needs treatment.
The practice will code this DNA and this will prompt a retrospective check on the number of DNAs recorded against that person.
A monthly search will be performed to identify patients who have three or more DNAs in the previous six months (not extending prior to the notice period commencing 1st January 2016); letter one will be sent.
Again a monthly search is carried out to identify patients who have received letter 1 and DNAd again and letter 2 will be sent.
Again a monthly search is carried out to identify patients who have DNAd in the previous months. Where a further, beyond letter 2, DNA has occurred, the practice will review the individual case at a practice meeting and a decision will be taken with regard to addressing the patient’s future ability to pre‑book routine appointments. The practice will consider whether consistent failure to adhere to our practice policy constitutes a breakdown between the Patient and the GP (where the GP practice has given clear instruction on policy and service provision and the patient has chosen to disregard this on several occasions in spite of due warning). If the decision is agreed to remove the patient a formal removal letter will be sent to the patient and the Kent Primary Care Agency to arrange removal. The patient will be given 30 days’ notice to find another practice.
If you have any concerns in respect of this Policy please ask to speak to the Practice Manager.
Please click on the link below to view our policy:
Copyright 2006 - 2019 My Surgery Website | Privacy & Usage | Edit | Staff Home | Site Map | Accessibility | Site T&C's | Service T&C's