Practice Charter & Statement of Purpose

Practice Charter

The Partners and Staff at this Practice aim to work together in offering all our patients a high standard of health care delivered in a professional and caring manner.

We aim to achieve the following objectives

• You will be treated as an individual and will be given courtesy and respect at all times.
• You have the right to be treated with absolute confidentiality.
• All staff will either wear name badges or be happy to give you their name.
• We operate appointment systems and you will be offered an appointment with the Doctor of your choice as soon as possible.
• If you feel that your condition is urgent you will be triaged by an appropriate health care professional by telephone and, if they deem it appropriate you will be offered an appointment either on the same day in advance. They may however treat you over the telephone. If your visit is for a regular check up, please try to book an appointment as far in advance as is practical.
• Emergency cases will be fitted in to a surgery that day. For recent onset, minor illness, not already under the care of a Doctor, you will be offered the opportunity to consult our Nurse Practitioner who is trained and highly experienced in examination, diagnosis and treatment - including prescribing of drugs.
• All the Doctors may be contacted by telephone during the week. Members of the reception staff will advise you as to the best time to telephone.
• If your Doctor has ordered tests for you, he/she will tell you how to obtain the results. If in doubt, please telephone the surgery 2 days after the test to see if the result is available. A few special tests will take longer than this.
• For reasons of confidentiality, telephone results will only be released to the person to whom they apply unless prior arrangements have been made.
• After surgery hours, an emergency service is in operation. You should telephone the surgery to be put in touch with the Out of Hours service who will be able to give you advice, see you in the emergency care centre or make an emergency home visit.
• Home visits are available for patients who are too ill or infirm to be brought to the surgery.
• We retain the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and to our other patients.
• We welcome constructive suggestions as to how we can improve our service to you. In the event that you wish to make a suggestion or complaint, we would ask that you speak to the Practice Manager.
• You have the right to see your health records subject to any limitations of the law.
• The Practice will inform patients of services available by means of its leaflet, News Letters and notice boards.

The Practice will offer advice and information on:

• Steps to promote good health and avoid illness.
• Self help that can be undertaken without reference to a Doctor in case of minor ailments. We feel that to implement the above objectives it is important that patients also realise that they too have certain responsibilities.

We would ask you:

• To please let us know if you change your name, address or telephone number.
• Please only request a home visit when you really cannot attend the surgery.
• To treat the Doctors and Practice Staff with the same courtesy and respect you would wish shown to you.
• Please remember that a Doctor is on call at night and at weekends for URGENT cases only.

STATEMENT OF PURPOSE 

The Name and address of the registered provider is:

The Canford Heath Group Practice

9 Mitchell Road

Canford Heath

Poole

Dorset

BH17 8UE

Telephone: 01202 772540

Website: www.chgp.co.uk

Registered manager: Dr David Richardson 

Practice Manager: Mr James Leyland

Practice Manager: Mrs Melanie Dobson.

The Canford Heath Group Practice is a partnership.

There are four partners:

Dr David Richardson (Senior Partner) 

Dr Patricia Aizpitarte

Dr D Mcloughlin

Dr N McAlister

The Practice is located in the middle of Canford Heath (a large privately owned housing estate in the South of England.) The Practice owns its purpose built surgery and is located on one site catering for just over 12,000 patients. It does not have on-site parking for patients but there is a large free car park next to the nearby supermarket (Iceland.) It has a Pharmacy and dental practice (privately owned) and District Nurse teams within it.

It is open Monday to Friday from 8am to 6.30pm and offers extended hours appointments outside of these times and gives patients information regarding the Out of Hours services when the surgery is closed. 

Under the Health and Social Care Act 2008 (The Care Quality Commission (Registration) Regulations 2009 Part 4), the registering body (The Canford Heath Group Practice) is required to provide to the Care Quality Commission a statement of purpose which is as follows:

Our Aims and Objectives

×            The Practice aims to:

×             

Ensure high quality, safe and effective services in a high quality, safe and effective environment. Providing the best possible quality service for our patients within a confidential and safe environment by working together.

Monitor, audit and continually improve healthcare services that it provides for its patients and monitor and audit those services it refers its patients on to.

Provide healthcare available to the whole of its practice population and create partnerships between the patient and the health profession which ensures mutual respect, holistic care and continuous learning and training, show our patients courtesy and respect at all times irrespective of ethnic origin, religious belief, personal attributes, sexual orientation or the nature of their health problem.

Provide accessible healthcare which is proactive to healthcare changes, efficiency, innovation and development.

Improve Clinical Governance and Evidence Based Practice.

Improve Clinical and Non-clinical risk management

Reduce risk in specific clinical risk areas and facilities

To improve vigilance for unforeseen emergencies

To optimise performance against key targets and core standards and to meet key targets and to involve our patients in decisions regarding their treatment

To meet Annual Health Check targets and to promote good health and well being to our patients through education and information

To become a patient centred organisation and to encourage our patients to get involved in the practice through an annual survey, patient participation group and encouragement to comment on the care they receive

To improve services offered to patients and  to involve allied healthcare professionals in the care of our patients where it is in their best interests.

To recruit, retain and develop a highly motivated and appropriately skilled workforce and to enhance performance of the workforce by ensuring that all members of the team have the right skills and training to carry out their duties competently

To ensure effective management and governance systems

To ensure a robust Information Technology strategy to support the business of The Canford Heath Group Practice.  

The registered activities and service types have been agreed by The Canford Heath Group Practice partners in accordance with CQC guidance. Services are described under registered activity and Service Type.

The regulated activities under CQC are:

Diagnostic and screening procedures
Surgical procedures
Family planning
Treatment of disease, disorder or injury
Maternity and midwifery services

Collaborative Working

Our practice is a shareholder of Castleman Healthcare Ltd and we are therefore working collaboratively and participating (where relevant) in shared delivery of care across our locality. We also work an a Primary Care Network (Network Poole North) with our locality practices. (Harvey, Hadleigh & Birchwood) as well as accessing Spirometry services from St Leonards, provided by Castleman Healthcare Ltd.

CCTV Policy and Code of Practice

As a practice it is important to us that you are aware of the NHS Constitution. 

The NHS belongs to the people.

It is there to improve our health and wellbeing, supporting us to keep mentally and physically well, to get better when we are ill and, when we cannot fully recover, to stay as well as we can to the end of our lives. It works at the limits of science – bringing the highest levels of human knowledge and skill to save lives and improve health. It touches our lives at times of basic human need, when care and compassion are what matter most.

The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients and public – and the staff who work for it.

This Constitution establishes the principles and values of the NHS in England.

Please do look on the link below for further information. 

https://www.gov.uk/government/publications/the-nhs-constitution-for-england/the-nhs-constitution-for-england 

The Canford Heath Group Practice and the NHS Constitution

The Practice:

• Provides a comprehensive service, available to all irrespective of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status, and has a duty to respect their human rights.
• Promotes equality through the services it provides, paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
• Provides access to services based on clinical need, not on an individual’s ability to pay.
• Aspires to the highest standards of excellence and professionalism, providing safe, secure and effective high-quality care focused on patient experience.
• Ensures that it is effectively led and managed, and that staff receive necessary education, training and development.
• Ensures that in line with the Armed Forces Covenant, those in the armed forces, reservists, their families and veterans are not disadvantaged in accessing health services in the area they reside.
• Ensures its services reflect the needs and preferences of patients, their families and carers, who will be involved in and consulted on all decisions about their care and treatment.
• Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
• Is accountable to the public, communities and patients that it serves.
• Implements a system of responsibility and accountability for taking decisions that is transparent and clear to the public, patients and staff.

Patients have the right:

• To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
• To access NHS services and not be refused access on unreasonable grounds.
• To receive care and treatment that is appropriate to them, meets their needs and reflects their preferences.
• To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
• In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
• Not to be unlawfully discriminated against in the provision of NHS services, including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.
• To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
• To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
• To be cared for in a clean, safe, secure and suitable environment.
• To be treated with dignity and respect, in accordance with their human rights.
• To be protected from abuse and neglect, and care and treatment that is degrading.
• To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
• To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
• To access their own health records and to have any factual inaccuracies corrected.
• To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
• To be informed about how their information is used.
• To request that their confidential information is not used beyond their own care and treatment, and to have their objections considered, and where their wishes cannot be followed, to be told the reasons including the legal basis.
• To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
• To express a preference for using a particular doctor within their GP practice, and for the practice to try to comply.
• To transparent, accessible and comparable data on the quality of local healthcare providers, and on outcomes, as compared to others nationally.
• To make choices about their NHS care and to information to support these choices.
• To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
• To an open and transparent relationship with the organisation providing their care.
• To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
• To have any complaint they make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman.
• To discuss the manner in which any complaint is to be handled.
• To be kept informed of progress and to know the outcome of any investigation into a complaint. · To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
• To compensation where they have been harmed by negligent treatment.

Patient Responsibilities

• To make a significant contribution to their own, and their family’s, good health and wellbeing, and take some personal responsibility for it.
• To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
• To provide accurate information about their health, condition and status.
• To keep appointments, or cancel within reasonable time.
• To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
• To participate in important public health programmes such as vaccination.
• To ensure that those closest to them are aware of their wishes about organ donation.
• Patients are encouraged to give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.