Practice Policies & Patient Information

You can now request to see your test results and medical records from your NHS account.

What’s changed

You can apply see all the information within your health record.

If you are over 16 and have an online NHS account, such as through the NHS App or NHS website, you can apply to access this information.  Please complete a online request form from reception and return this with photographic ID

What health information you can see

You will be able to access:

• notes from GP appointments
• test results
• any letters saved on your records

This only applies to records from your GP, not from hospitals or other specialists.

Privacy advice

If you do not want to see your health record or if you have any concerns, please contact the practice.

The NHS app and website are secure so no one is able to access your information except you.

If you do not have the NHS app or an online account

These changes only apply to people with the NHS app or an online NHS account.

If you do not want an online account, you can still access your health records by asking at reception.

King's Medical Centre is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

This Chaperone Policy adheres to local and national guidance and policy –i.e.:- ‘NCGST Guidance on the role and effective use of chaperones in Primary and Community Care settings’.

The Chaperone Policy is clearly advertised through patient information leaflets, website (when available) and can be read at the Practice upon request. A Poster is also displayed in the Practice Waiting Area.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy.  All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.  Their role can be considered in any of the following areas:

• Emotional comfort and reassurance to patients
• Assist in examination (e.g. during IUCD insertion)
• Assist in undressing
• Act as interpreter
• Protection to the healthcare professional against allegations / attack)

Checklist for consultations involving intimate examinations

• Chaperones are most often required or requested where a male examiner is carrying out an intimate examination or procedure on a female patient, but the designation of the chaperone will depend on the role expected of them, whether participating in the procedure or providing a supportive role.
• Establish there is a genuine need for an intimate examination and discuss this with the patient and whether a formal chaperone (such as a nurse) is needed.
• Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions. The chaperone would normally be the same sex as the patient and the patient will have the opportunity to decline a particular person as a chaperone, if that person is considered not acceptable for any reason.
• Offer a chaperone or invite the patient to have a family member / friend present.
• If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.
• Obtain the patient’s consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.
• Record that permission has been obtained in the patient’s notes.
• Once the chaperone has entered the room, they should be introduced by name and the patient allowed privacy to undress / dress. Use drapes / curtains where possible to maintain dignity. There should be no undue delay prior to examination once the patient has removed any clothing.
• Explain what is being done at each stage of the examination, the outcome when it is complete and what is proposed to be done next. Keep discussion relevant and avoid personal comment.
• If a chaperone has been present, record that fact and the identity of the chaperone in the patient’s notes.
• During the examination, the chaperone may be needed to offer reassurance, remain alert to any indication of distress but should be courteous at all times.
• Record any other relevant issues or concerns in the patient’s notes, immediately following the consultation.
• Chaperones should only attend the part of the consultation that is necessary – other verbal communication should be carried out when the chaperone has left.
• Any request that the examination be discontinued should be respected.
• Healthcare professionals should note that they are at an increased risk of their actions being misconstrued or misrepresented, if they conduct intimate examinations where no other person is present.

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager Rebecca Stone either in person, by phone or in writing:

Tel: 01623 551015

Address: King's Medical Centre, 1-9 King Street, Sutton-in-Ashfield, Notts, NG17 1AT

Online: Complaints Form

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so by completing a third party consent form.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The required disclosure is shown below.

The average pay for GPs working at King's Medical Centre in the last financial year was £93,992. This was for 1 full time GP, two part time GPs, 1 employed salaried GP and 1 locum GP who worked in the practice for more than six months. 

However, it should be noted that the prescribed method for calculating earning is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgment about GP earnings, nor to make any comparison with any other practice.

Patients registered at the practice have a named, accountable doctor who is responsible for coordinating their care.

Your named doctor will be allocated to you by the practice.

You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.

If you have a preference and would like to request a particular doctor at the practice to be your named GP please talk to one of our receptionists.

Maximising Your Appointment Time

At King's Medical Centre, our GP appointments are 10 minutes long. While we aim to address your concerns efficiently and thoroughly, we kindly ask that patients adhere to the “One appointment, one problem” guideline. This ensures that each issue can be addressed properly and safely, and that we provide the best care possible during your visit.

Why this is important

This approach is essential for your clinical safety and well-being. We understand that it can be tempting to bring up multiple concerns at once, especially if you’ve been waiting for an appointment. However, trying to address several problems in a single 10 minute appointment may compromise the quality of care, as each medical issue requires adequate time for thorough assessment, treatment, and explanation.

Managing multiple concerns in a rushed appointment can lead to incomplete care, and in some cases, the conditions may not be properly managed. Moreover, if appointments run over, it can delay the rest of the clinic, impacting other patients.

What to Expect During Your Appointment
During your 10 minute appointment, your clinician will:

• Listen to your concerns and ask relevant questions to understand your issue
• Order prescriptions, tests, or referrals as needed
• Perform any necessary examinations
• Provide advice and reassurance
• Document a comprehensive record of your consultation

Given the limited time, please keep in mind that addressing multiple concerns might result in a rushed and less effective consultation. If needed, we may suggest scheduling a follow-up appointment to address additional issues in more detail.

What You Can Do to Help Us Maximise Your Appointment
We understand that waiting for an appointment can be frustrating, and we want to ensure you get the most out of your time with us. Here are some tips to help:

• Be Prepared:

  • Inform the receptionist of the reason for your visit when booking. This allows us to allocate the appropriate amount of time for your concerns.
  • Write down your symptoms, concerns, and any medications (including non-prescription medicines or supplements) you’re taking.
  • Bring a pen and paper to note any important points from the appointment.
  • Wear accessible clothing if an examination is likely.

• Be on Time:
  Arriving on time helps ensure your consultation runs smoothly. If you are more than 5 minutes late, the clinician may not be able to see you, and you may need to reschedule.

• Prioritise Your Concerns:
  Focus on the most urgent or concerning issue first. If you have several problems, it may be more beneficial to address one at a time in order to allow for proper discussion and treatment. Please be prepared to schedule a follow-up appointment for other concerns.

• Ask Questions:
  If anything is unclear, don’t hesitate to ask for clarification. It’s important that you fully understand your diagnosis and any prescribed treatments.

• Be Direct:
  If you have an issue that feels embarrassing or difficult to discuss, bring it up early in the appointment. Your clinician is here to help, and no concern is too small or too awkward.

Appointments for Children or Family Members:

We kindly request that you do not ask the clinician to address issues for children or other relatives during your appointment. Please make separate appointments for each person who needs to be seen.

Your Ongoing Care:

We recognise that waiting for an appointment can be challenging, and we aim to provide the best care we can during the time available. We encourage you to make the most of your consultation by following the tips above.

Thank you for your cooperation and for your continued support. We are committed to your health and well-being, and we strive to ensure every appointment is as effective as possible.

As a patient you have the right to:

1. be registered with a named doctor
2. change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent)
3. receive emergency care
4. receive appropriate drugs and medicines
5. be referred for specialist or second opinion if they and GP agrees
6. see your medical records or a copy, subject to certain laws
7. know that by law, everyone working for the NHS must keep the contents of your medical records private. With these rights come responsibilities for the public

That means being:

1. courteous to staff at all times
2. as prompt as possible for all appointments
3. responsible for cancelling appointments in adequate time.

General practice data for planning and research (GPDfPR)

NHS Digital has been collecting data from GPs through its trusted General Practice Extraction Service.

This system is now being replaced with their new General Practice Data for Planning and Research (GPDPR) service, a broader general-purpose collection which will enable faster access to pseudonymised patient data for planners and researchers.

The NHS needs data about the patients it treats in order to plan and deliver its services and to ensure that care and treatment provided is safe and effective. The General Practice Data for Planning and Research data collection will help the NHS to improve health and care services for everyone by collecting patient data that can be used to do this.

GP practices already share patient data for these purposes, but this new data collection will be more efficient and effective.

This means that GPs can get on with looking after their patients, and NHS Digital can provide controlled access to patient data to the NHS and other organisations who need to use it, to improve health and care for everyone.

Opting out of NHS Digital collecting your data (‘Type 1 opt-out’)

If you do not want your identifiable patient data to be shared outside of your GP practice for purposes except for your own care, you can register an opt-out with your GP practice. This is known as a Type 1 opt-out.

Type 1 opt-outs were introduced in 2013 for data sharing from GP practices, but may be discontinued in the future as a new opt-out has since been introduced to cover the broader health and care system, called the National Data Opt-out. If this happens people who have registered a Type 1 Opt-out will be informed.

NHS Digital will not collect any patient data for patients who have already registered a Type 1 opt-out in line with current policy. If this changes patients who have registered a Type 1 opt-out will be informed.

How to register a Type 1 opt-out

To register a Type 1 opt-out you need to do the following.

1. Download the Type 1 opt-out form from the NHS website
2. Complete the form and return it to your GP practice – you can do this by post or email, or leave it in person.

You can also contact us for a form to be sent out to you.

You can register a Type 1 opt-out at any time. You can also change your mind at any time and withdraw a Type 1 opt-out. If you have already registered a Type 1 opt-out with your GP practice your data will not be shared with NHS Digital.

If you have previously registered a Type 1 opt-out and you would like to withdraw this, you can also use the form to do this.

Medical records hold information about you. They are sometimes called health records.

Your GP medical record includes:

• past conditions
• allergies
• medication
• test results
• appointment notes and letters

You will have different records for other NHS services you’ve used, including hospitals, dentists and opticians. To access these records, you’ll need to contact the relevant service.

Using the NHS App or website

The NHS app is a quick way to access NHS services. Using the NHS app means you do not need to enter your personal details each time you contact the surgery. You can read more about the app on the NHS website.

You can view your GP medical record online using your NHS account.

You will need the NHS app or your NHS account login details.

Find out more

For more information about how to request your medical records from other health services, such as hospitals and dentists, see NHS advice on medical records.

As an employer, the practice has a duty to care for the health and safety of its staff.

The practice also has a legal responsibility to provide a safe and secure working environment for staff.

All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning zero tolerance.

The practice has a policy of zero tolerance of verbal and physical violence towards GPs, staff or other patients.

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.

We report all physical abuse to the police as an assault.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs.

Any alteration of prescriptions is illegal and will not be tolerated.

If you’re unhappy with the quality of service you have the right to register with another practice without notifying us.

On the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.

Unacceptable behaviour

Examples of unacceptable behaviour include:

• violence
• excessive noise eg recurrent loud or intrusive conversation or shouting
• threatening or abusive language involving swearing or offence remarks
• derogatory racial or sexual remarks
• malicious allegations relating to members of staff, other patients or visitors
• offensive sexual gestures or behaviours
• abusing alcohol or drugs on practice premises
• drug dealing on practice premises
• wilful damage to practice property
• threats or threatening behaviour
• theft

Zero tolerance

Our staff have the right to be treated with dignity and respect at all times.

They should be able to do their jobs without being physically or verbally abused.

Anyone found abusing the staff in person or on the telephone will be asked to leave the practice.

This behaviour will not be tolerated.

Removal from the patient list

In exceptional circumstances, a breakdown may occur between a doctor and their patient.

If the breakdown is serious, for example physical or verbal abuse to any member of the practice team, the doctors may feel that the relationship has been compromised.

We may take steps to remove the patient from the doctor’s list. Where possible, we prefer to discuss with the patient to try to find a solution.

We give reasons for removal in writing.

King's Medical Centre is proud to be a training practice with Dr Yadlapalli as our GP trainer who oversees the training of qualified doctors from the Mansfield Vocational Training Scheme. 

GP Registrars are fully qualified doctors who undertake a period of training in hospital before coming to General Practice. They have regular debriefs and assessments within the practice and have to work towards completing the national General Practice qualification MRCGP.

GP Registrars spend 4-12 months with us. They can be consulted in the same way as any of the other GPs in the practice. 

Video Recording of Consultations

This is an important training tool for registrars to learn about communication / consultation skills. You may be asked for permission to video your consultation, and if you are happy, your written consent will be sought. You will be informed when booking the appointment if the registrar is videoing consultations during that session. You will have the right to opt out and this will not affect your consultation or care. 

All videos are only viewed by the registrar and other GPs in the practice.

King's Medical Centre is a General Practice Partnership open to all patients living within our practice boundary in Ashfield and the surrounding areas. We work in partnership with our patients and our patient participation group to provide medical care for our patients. 

We are a General Medical Services (GMS) practice offering primary care services for the diagnosis and prevention of disease. We help patients to manage their health and prevent illness. Our GPs assess, diagnose, treat and manage illness. They carry out screening for diseases and promote general health and wellbeing. Our GPs act as a patient's advocate, supporting and representing a patient's best interests to ensure they receive the best and most appropriate health and/or social care. Our GPs also provide the link to further health services and work closely with other healthcare colleagues. They may also arrange hospital admissions and referrals to other services and specialists and they link with secondary and community services about patient care, taking advice and sharing information where needed. They also collect and record important information from other healthcare professionals involved in the treatment of our patients.

Our GPs are actively involved with our Primary Care Network attending regular monthly meetings. 

Our Mission Statement - to improve health, well-being and lives of those we care for.

Vision - to work in partnership with our patients and staff to provide the best primary care services possible working within local and national governance guidance and regulations. 

Our Aims and Objective 

• To provide high quality, safe, professional primary health care general practice services to our patients
• To focus on prevention of disease by promoting health and wellbeing and offering care and advice to our patients
• To work in partnership with our patients, their families and carers towards a positive experience and understanding, involving them in decision making about their treatment and care
• To be a learning organisation that continually improves what we are able to offer patients
• To treat patients as individuals and with the same respect we would want for ourselves or a member of our families, listening and supporting people to express their needs and wants and enabling people to maintain the maximum possible level of independence, choice and control
• To work in partnership with other agencies to tackle the causes of, as well as provide the treatment for ill health and where appropriate involve other professionals in the care of our patients
• To encourage our patients to communicate with us by joining our patient participation group, talking to us, participating in surveys, and feeding back on the services that we offer 
• To ensure all staff have the competency and motivation to deliver the required standards of care ensuring that all members of the team having the right skills and training to carry out their duties competently. 
• To take care of our staff offering them support to do their jobs and to protect them against abuse
• Have a zero tolerance of all forms of abuse
• To provide our patients and staff with an environment which is safe and friendly 
• To operate on a financially sound basis