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WHAT-YOUR-PRACTICE-LEAFLET-SHOULD-INCLUDE

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WHAT-YOUR-PRACTICE-LEAFLET-SHOULD-INCLUDE

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									UPDATING YOUR PRACTICE LEAFLET

Schedule 3 of the new GMS Contract contains new requirements for your practice leaflet. Your leaflet should be reviewed every 12 months and be made available to patients and prospective patients. To help you go through the process, RCGP Scotland has pulled together this toolkit which has three sections: Section 1: Summary of Practice Leaflet Requirements The attached table summarises both required information and information which is desirable to include in your updated leaflet (pages 2 and 3):     Requirements from the GMS Contract are listed in standard text. These must be included in your leaflet Requirements marked in bold indicate information required to meet the Freedom of Information model Publication Text marked in italics indicates information required under the RCGP’s Practice Accreditation Where no text is given against a subject in the table, this is a suggested header which you may wish to include in your practice leaflet. It is not required, but may be helpful for your patients.

Section 2: Suggested Text for Practice Leaflets To supplement the table of requirements, the patient group of RCGP Scotland, Patient Partnership in Practice (P3), has considered the text you might use under each subject to help make practice leaflets as patient-friendly as possible. Click on the subject hyperlinks in the summary table to see the suggested wording for that topic. You are welcome to copy and paste this text into your own practice leaflet, however please bear in mind that some sections may need to be adapted to suit local circumstances. For example the text for section 15 on out of hours care says “transport to and from the centre is available if you cannot arrange this yourself”, which may not apply in all areas of Scotland. Section 3: Sample Leaflet A sample leaflet can be found at the end of this document (pages 9 and 10). We hope you find this document useful and would welcome your feedback. If you have any comments, or ideas and suggestions for additional categories of information, please e-mail us at p3@rcgp-scotland.org.uk. Thanks go to Ian Mackie at Glasgow LMC, the Guthrie Practice, and the Dollar Practice for allowing us to reproduce some of their sample text. We are also grateful to Marion Easton in Tayside for sharing her original guidance notes with us. Every effort has been made to ensure that the wording complies with the current requirements of the GMS Contract and the Freedom of Information Act as they stand at December 2004; however, RCGP Scotland cannot accept any responsibility for ensuring that your practice leaflet complies with these regulations. Practices must also ensure that any information that should be withheld, under the terms of the Data Protection Act 1998, is not included.
December 2004 1

Summary of Practice Leaflet Requirements

Summary of Practice Leaflet Requirements

Subject:

Requirements under:
 GMS Contract  Freedom of Information Act  Practice Accreditation

1

The Practice Name (and names of partners)

2

Staff List

3

Staff Qualifications

4

Teaching/Training

5 6 7 8

The Practice Location The Practice Address The Practice Contact Details Disabled Access Statement

9 10

Registration Process Preference of Practitioner

11

Services Available

12

Opening Hours / Accessibility

The name of the Contractor. In the case of a Contract with a partnerships a) whether or not it is a limited partnership; and b) the names of all the partners and, in the case of limited partnership, their status as a general or limited partner. The full names of each person performing services under the Contract including details of the Practice’s organisation structure, and key personnel, including the name of each Partner, and/or any other doctors in the Practice, stating whether they are full or part-time. Name and details of senior managers working in the Practice as well as other health professionals, e.g. Practice Nurses. A telephone number for the practice nurse, even if it’s just the main practice telephone number. In the case of each health care professional performing services 1 under the contract that person‟s professional qualifications . State if any doctors within the practice speak languages other than English, and the availability of interpreters if relevant. Any particular areas of clinical interest that any of the doctors have. Whether the Contractor undertakes the teaching or training of health care professionals or persons intending to become health care professionals. The contractor‟s practice area, by reference to a sketch diagram, plan or postcode. The address of each of the practice premises. The Contractor‟s telephone and fax number and the address of its website (if any). Whether the practice premises have suitable access for all disabled patients and, if not, the alternative arrangements for providing services to such patients. How to register as a patient Including what to do if you don’t have a medical card. The right of patients to express a preference of practitioner in accordance with clause 185 and the means of expressing such a preference. The services available under the Contract Information about your services (whether provided under the new GMS contract/or Section 17C arrangements), explaining the range of services that you provide yourself or together with other agencies, which you will specify. Information about the new GMS contract arrangements from 1 April 2004; with Primary Medical Services being categorised into Essential, Additional and Enhanced Services and noting that General Practices contract with their local NHS Board to provide whatever category of services is agreed… It should be noted that the contract held between each general practice and its local NHS Board provides comprehensive information on services provided by a practice. The opening hours of the practice premises and the method of obtaining access to services throughout core hours. A note of consultation times.

1

N.B. MRCGP and FRCGP should only be used by RCGP members „in good standing‟ (i.e. those who have paid their membership fees).

December 2004

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Summary of Practice Leaflet Requirements 13 14 15 Consultations Available Home Visits Out of Hours The consultations available to patients under Clause 34 and 35, 2 and 36 and 37 of the new GMS Contract . The criteria for home visits and the method of obtaining such a visit. The arrangements for services in the out of hours period and how the patient may contact such services. (If these services are not provided by the Contractor, the fact that the Health Board referred to below is responsible for commissioning these services). The telephone number of NHS24 and details of the NHS24 website. The method by which patients are to obtain repeat prescriptions. If the Contractor is a dispensing contractor the arrangements for dispensing prescriptions How patients may make a complaint or comment on the provision of service, including contact details for the person at the practice responsible for dealing with complaints. The rights and responsibilities of the patient, including keeping appointments. The action that may be taken where a patient is violent or abusive to the contractor or his staff or other persons on the practice premises. Details of who has access to patient information (including information from which the identity of the individual can be ascertained) and the patient‟s rights in relation to disclosure of such information. Information about any policies on information sharing (e.g. child protection conferences) with other agencies, data protection and protocols that you may have agreed with other agencies about information sharing arrangements. The name, address and telephone number of the Health Board which is a party to the contract and from whom details of primary medical services in the area may be obtained, including information about the local NHS Structure showing how the Practice relates to the Health Board. Recommended under PA. Details of guidance and information leaflets produced by the practice and available for patients and/or the general public.

16 17 18 19

NHS24 Repeat Prescriptions Dispensing Prescriptions Complaints Procedure

20 21

Patients Rights and Responsibilities Violence Statement

22

Confidentiality

23

Health Board

24 25 26 27 28 29 30 31 32 33 34 35

What to do in an Emergency Sources of Information Qualifications Explained 3 Self Treatment The Team Explained Data Protection Statement Advocacy Obtaining Medical Advice Self Referral First Aid Kits Obtaining Test Results Lifestyle Information

Designing your leaflet The front cover of your leaflet should ideally include the full name and contact details of your practice. Some useful guidance on how to design your leaflet is available in the NHS publication, ‘A guide to Practice Leaflets’, which is available on-line at http://www.nhsidentity.nhs.uk/gp/leaflettemplates.htm. Please note that this is an English NHS document, and therefore not all of the information will be relevant to Scottish practices.
2

Clause 34 - Patients between 16 and 75 years of age who have not been seen for at least 3 years Clause 35 - When a patient, referred to in Clause 34, has not been seen for at least 3 years the Contractor shall, in the course of the consultation, make such inquiries and undertake such examinations as appear to be appropriate in all the circumstances. Clause 36 - Patients 75 years or over who have not been seen for at least a year, and when they make a request for a consultation the Contractor shall, in the course of the consultation, make such inquiries and undertake such examinations as appear to be appropriate in all circumstances. Clause 37 - If the GP feels that it would be inappropriate for the consultation under Clause 36 to take place at the practice premises, the consultation shall take place at the patient‟s home. 3 Sample text for this section is being finalised and will be added to the document in due course.

December 2004

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Suggested Text for Practice Leaflets

Suggested Text for Practice Leaflets
Suggested patient-friendly text is given below for some of the subjects contained in the summary table above. The subject number and heading from the summary table is given followed by our suggested text for that section of your practice leaflet. You are welcome to copy and paste this text into your document. While much of the text will apply to practices across Scotland, some sections may need to be adapted to make them appropriate to your practice.

4. Teaching/Training Students Medical students and Nursing students attend the practice from time to time. We hope that you will cooperate with us and help the students to learn about general practice. However, you will be informed of their presence in advance, and if you do not want them to be present at a consultation, your wishes will be respected. This will not affect your treatment in any way.

8. Disabled Access Statement Disabled access Our health centre has suitable access for disabled patients, and all the patient areas including waiting room, consulting rooms and toilets have wheelchair access. A hearing loop is in place at the front reception desk. A wheelchair is available at reception. Designated disabled parking spaces are located nearest to the entrance to the Health Centre.

9. Registration Process Registering as a patient When registering, please bring your NHS medical card and birth certificate to the practice and those of any other persons registering with you. If you do not have a medical card, you will be asked to complete a registration form for each person registering with the Practice. In addition, all patients will be asked to complete a new patient questionnaire, allowing us to provide medical care in the interim period, while your medical records are transferred from your old practice to this one. If you move out of the practice area, you will need to register with a new practice as soon as you move. We can provide information about how to find a new practice.

10. Preference of Practitioner You and your doctor Patients are registered with the practice, not an individual GP. For administrative reasons your medical card will be issued in the name of one of the doctors; however, you can at any time express a preference for a particular doctor, for either all of your medical needs or on a case-by-case basis. This preference will be recorded in your medical notes and we will do our best to respect your choice. However, not all the doctors in the practice provide all services and specific doctors may not be immediately available.

11. Services Available Services available from the Practice All GP practices are contracted to provide “essential services”, that is, basic treatment of ill people. We also provide the following “additional services”:  [List any additional services provided by your practice such as those in the examples below.]  Child health surveillance, together with the Health Visiting team  Contraceptive services. Specialist services such as IUCD insertion are available at the Family Planning clinic in the Health Centre  Maternity services in the ante natal and post natal period, together with the midwives from the Queen Mother‟s Hospital/Southern General/Princess Royal  Routine immunisation of children, together with the Health Visiting team December 2004 4

Suggested Text for Practice Leaflets    Immunisation for adults in relation to travel. Not all travel immunisations are available on the NHS, please ask our practice nurse for details Cervical smears Freezing of warts and other small skin lesions

We also hold contracts with [name of NHS Health Board] for the following “enhanced services”:  [List any enhanced services provided by your practice such as those in the examples below. Further examples might include clinics for stroke, IUCD, homeless, etc]  An annual flu immunisation programme to protect the elderly and at risk  Regular monitoring, by blood and urine tests, for patients on a range of drugs for arthritis and bowel problems  Annual comprehensive reviews for patients with heart disease  Annual comprehensive review for patients with diabetes; this includes appointments with the dietician and podiatrist  A methadone substitution programme for patients with drug abuse problems.

12. Opening Hours/Accessibility; and 13. Consultations Available Health Centre Opening Times Monday - Friday 8.00 a.m. to 6.00 p.m. Saturday Closed Sunday Closed (Description of consulting times / which doctors work when). Out with these times the doctors have other duties to undertake including but not limited to specialist clinics and home visits. Times may vary due to other commitments and also to address patient needs. (Description of Emergency appointments) If you need an urgent appointment you will be seen as soon as possible on that day. Please help the receptionists by telling them whether or not your problem is urgent. If you have not been seen at the surgery for three years (or one year for those over 75) you can request a check up appointment if you wish.

14. Home Visits Home visits If possible please try to telephone before 10am. A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance. House visits are only available for patients who are housebound because of illness or disability. Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. There are also better facilities for examining and treating patients at the Health Centre.

15. Out of Hours; and 16. NHS24 Out of Hours Between 6pm and 8am Mon-Fri, and 6pm Fri-8am Mon, the surgery is closed. In order to obtain medical advice at these times, please call xxxx. A receptionist in the emergency call centre will answer your call. They will either: 1) Arrange for you to speak to a doctor or nurse 2) Invite you to attend the centre to be seen by the doctor. 3) Arrange a home visit if you are too ill to visit the centre. Transport to and from the centre is available if you cannot arrange this yourself. Please take a leaflet for further details from reception. Out of hours cover is now the responsibility of [name of NHS Health Board]. December 2004 5

Suggested Text for Practice Leaflets Further advice and information can also be obtained from NHS24, whom you can call direct on 08454 24 24 24 or visit www.nhs24.com IN SERIOUS EMERGENCIES DIAL 999 FOR AN AMBULANCE ANY DIFFICULTIES IN CONTACTING NHS24 DIAL THE OPERATOR - 100

17. Repeat Prescriptions Repeat prescriptions Please telephone xxxxx between……, or complete a request form (the tear off page opposite your last prescription) and put it in the “post box” for Dr West & partners just outside the surgery entrance. Prescriptions will be ready for collection by…, or alternatively you can arrange for your regular chemist to collect the prescription for you.

19. Complaints Procedure Suggestions or Complaints We make every effort to give the best service possible to everyone who attends our practice. However, we‟re aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

20. Patients Rights and Responsibilities Patient Rights and Responsibilities You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too. We will:  Ensure our patients have 24-hour access to medical advice.  Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.  Work in partnership with you to achieve the best medical care possible.  Involve you and listen to your opinions and views in all aspects of your medical care.  The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:  Let us know if you intend to cancel an appointment or are running late.  Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.  Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it‟s ex-directory. As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

21. Violence Statement Zero Tolerance policy The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. December 2004 6

Suggested Text for Practice Leaflets

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

22. Confidentiality Information sharing The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:    To provide further medical treatment for you e.g. from district nurses and hospital services To help you get other services e.g. from the social work department. This requires your consent When we have a duty to others e.g. in child protection cases

Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.

25. Sources of Information Leaflets and other written information about various illnesses and conditions are available on display and from the practice nurses. We do not have any leaflets produced by the Practice, or We have leaflets 4 produced by the Practice on the following topics:  [List the leaflet titles produced by your practice] 34. Obtaining Test Results Obtaining Test results The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate until that person has given prior permission for the release of the results or they are not capable of understanding the results.

35. Lifestyle Information Lifestyle Smoking - We are keen to give all our patients who smoke as much help as possible to stop. Please ask at reception or at any consultation for information and support. Walking - Even the smallest effort can improve your quality of life and make you feel healthier and livelier. As walking is a very good exercise which most people are able to do, and don‟t need special equipment for, then why not get started on your fitness campaign. Simply start by walking for 15 or 20 minutes at a brisk enough pace to get your heart beating faster, 3 times a week regularly. When you can easily walk for an hour you are ready to move on to swimming, cycling or running! Healthy eating - A healthy diet doesn‟t need to be a boring one. Health experts tell us we are all eating too much fat, salt etc, but what exactly does this mean? Why not speak to your doctor/nurse or pick up some of our information leaflets so you can enjoy a healthier diet?

4

Delete whichever is inapplicable December 2004

7

Sample leaflet The Practice We are Dr West & Partners, Glasgow LMC Practice, 40 Main Road, Glasgow G4 9AB. Phone no: (0141) 300 8000, Fax no: (0141) 300 6000. We hold a General Medical Services (GMS) contract with Greater Glasgow NHS Board (GGNHSB). Dalian House, 350 St Vincent St, Glasgow G3 8YZ Tel 0141 201 4444. Details of this contract are available from our Practice Manager, Mrs Marilyn Monroe. 5 Our health centre is fully accessible to disabled patients . Our area comprises the postal districts G1, G2, G3 and G4. The Doctors Dr Patricia West Part time MBChB MRCGP Dr John South Part time MBChB MRCGP Dr Susan East Part time MBChB MRCGP Dr James North Full time MBChB MRCGP Dr North speaks Spanish. An interpreting service can be arranged via…. for asylum seeker patients. Practice Staff Practice Manager Marilyn Monroe Senior Receptionist Greta Garbo Receptionist/Typist Lucille Ball Receptionist Bette Middler Receptionist Jessica Lange Receptionist Jennifer Aniston Health Care Assistant Anna Chancellor The Health Care Assistant runs blood pressure & routine blood clinics, collection and testing of urine, routine height and weight management. Practice Nurse Margaret Atwood RGN, RSCN Gail Porter RGN, RSCN Margaret and Gail are responsible for well women & contraceptive advice, asthma clinics, blood pressure clinics, diabetic and heart disease clinics, and a travel vaccine clinic. Margaret and Gail can also offer advice on weight management, diet and many other health related issues including smoking cessation. Please telephone and make an appointment. Margaret & Gail are also available for advice over the telephone between 12.30-1.30. Please telephone them on 0141 200 6000 Health Visitor Marie Curie RGN, BSc, PGD, HV Marie offers health advice and support mainly to families with young children. This includes help with parenting and behaviour management and also support to women with Post Natal depression. She sees children for development checks and immunisation at the GP surgery on Tuesday afternoons by appointment. At other times she is available for home visits as necessary. Please telephone her on 0141 200 6000.
5

District Nurses Jane Austen RGN, BSc in Community Health, Dip. DN Linsey Buckingham EN The district nursing team carry out nursing care for the patient at home as well as providing a leg ulcer clinic within the Health Centre. Please telephone them on Tel. No. 0141 200 6000. Out of hours 0141 500 6000 Elderly Visitor Irene Handl Irene visits patients 65 years and over to offer support and health advice. Irene will also offer advice in the surgery. Please telephone her on Tel No: 200 6000 Registration In order to register with the practice you should bring your NHS medical card. If you don‟t have a medical card a receptionist will ask you to fill in a form and will offer you a registration medical appointment if you wish one. If you prefer a particular type of doctor e.g. female for a female patient and vice versa we will note this and do our best to respect your choice. However not all the doctors in the practice provide all services and specific doctors may not be immediately available. Services available from the practice All GP practices are contracted to provide “essential services”, that is, basic treatment of ill people. We also provide the following “additional services”: Child health surveillance, together with the Health Visiting team  Contraceptive services. Specialist services such as IUCD insertion are available at the Family Planning clinic in the Health Centre  Maternity services in the ante natal and post natal period, together with the midwives from the Queen Mother‟s Hospital/Southern General/Princess Royal  Routine immunisation of children, together with the Health Visiting team  Immunisation for adults in relation to travel. Not all travel immunisations are available on the NHS, please ask our practice nurse for details  Cervical smears  Freezing of warts and other small skin lesions We also hold contracts with GGNHSB for the following “enhanced services”  An annual flu immunisation programme to protect the elderly and at risk  Regular monitoring, by blood and urine tests, for patients on a range of drugs for arthritis and bowel problems  Annual comprehensive reviews for patients with heart disease  Annual comprehensive review for patients with diabetes; this includes appointments with the dietician and podiatrist  A methadone substitution programme for patients with drug abuse problems. And stroke, IUCD, homeless etc…….

Or alternative arrangements December 2004

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Sample leaflet Routine appointments are available every day in the am & pm. Medical emergency appointments are available every day in the am & pm. If you need an urgent appointment you will be seen as soon as possible on that day. Please help the receptionists by telling them whether or not your problem is urgent. The surgery is open continuously from 8am-6pm for telephone calls, closed to personal callers between 1pm – 2pm. Doctors are available for telephone advice between 12:30 and 1:30 every day. The GPs consult between 9 and 11 am and 2 and 6 pm If you have not been seen at the surgery for three years (or one year for those over 75) you can request a check up appointment if you wish. Home visits If possible please try to telephone before 10am. A doctor or nurse may phone you back as it may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance. House visits are only available for patients who are housebound because of illness or disability. Repeat prescriptions Please telephone 200 6000 between……, or complete a request form (the tear off page opposite your last prescription) and put it in the “post box” for Dr West & partners just outside the surgery entrance. Prescriptions will be ready for collection by…, or alternatively you can arrange for your regular chemist to collect the prescription for you. Leaflets and other written information about various illnesses and conditions are available on display and from the practice nurses. We do not have any leaflets produced by the Practice, or We have leaflets produced by the Practice on the 6 following topics: Out of Hours Cover Between 6pm and 8am Mon-Fri, and 6pm Fri-8am Mon, the surgery is closed. In order to obtain medical advice at these times, please dial the surgery number: 200 6000 as usual. A receptionist in the emergency call centre will answer your call. She will either: 1) Arrange advice from a doctor or nurse 2) Invite you to attend the centre to be seen by the doctor. 3) Arrange a home visit if you are too ill to visit the centre. Transport to and from the centre is available if you cannot arrange this yourself. Please take a leaflet for further details from reception. Out of hours cover is now the responsibility of GGNHSB. Further advice and information can also be obtained from NHS 24 Telephone no. ….. Web address ……. Students Medical students and Nursing students attend the practice from time to time. We hope that you will co-operate with us and help the students to learn about general practice. However, you will be informed of their presence in advance, and if you do not want them to be present at a consultation, your wishes will be respected. This will not affect your treatment in any way. Information sharing The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances: To provide further medical treatment for you e.g. from district nurses and hospital services To help you get other services e.g. from the social work department. This requires your consent. When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know. Suggestions or Complaints We make every effort to give the best service possible to everyone who attends our practice. However, we‟re aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. Simply contact the Practice Manager and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. Access to Doctors/Nurses In keeping with Government guidelines we are working towards an appointment system that allows access to a doctor or nurse within 48hrs. Given our current staffing levels we are not always able to meet this, particularly at times of high demand. However, we guarantee to see anyone the same day if the patient considers this to be necessary. Rights & Responsibility Enclosed in this leaflet is a copy of the Practice Charter. In the rare event of a patient being violent or threateningly abusive to staff or other people in the surgery, we may call the police, and we may ask the Health Board to remove you from our list. There is a special GP practice in the city to which violent patients will be referred.

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Delete whichever is inapplicable December 2004

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