NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings 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 judgement about GP earnings, nor to make any comparison with any other practice.

All GP Practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver GP services to patients at each practice.

The average pay for GPs working at Fakenham Medical Practice in the last financial year was £98,676 before tax and National Insurance. This is for 5 full time GPs, 5 part time GPs and 2 locum GPs who worked in the Practice for more than six months.

We 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. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

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 Surgery, 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.

Any young person has the right to seek advice from a health professional, doctor or nurse on their own or with a friend without their parent or another adult knowing about it.

• We do not have the right to tell anybody about what you have discussed with us, without your permission. However some decisions may be difficult and mean that the support of a trusted adult is important. For this reason we do try to encourage you to discuss things with a trusted adult or parent where possible.
• When you are seen by a doctor or nurse, the decision to offer you treatment/medication without an adult being present depends on how happy we are that you fully understand a) what the treatment means and the advice given, b) the options that you have been given regarding different types of treatment c) whether or not you understand possible risks or side effects of the treatment and finally that you know to come back to us if you have any problems.
• Being able to agree to treatment on your own is not dependent on your age it is dependent on your understanding of what is being offered.

Young people in the care system often have worries about what information is being given to different people about them. Your information would only be shared with those who really need to know and with your knowledge and permission so that you have control over your own information.

• Limitations to confidentiality – this part is very important. We have what is called a ‘duty of care’ to you which means that we must be sure that you are safe and that decisions you are making or advice and treatment that we are giving is in the best interests of your health and wellbeing and that of other people.
• If the doctor or nurse that you are seeing has a concern that you may be in danger or putting others in danger we have a duty to disclose that information without your consent to an appropriate person who will look into the situation.
• People under the age of 13 years old are not legally capable of agreeing to have sex or be involved in sexual activity. This means that the nurse or doctor may feel that to protect you this information needs to be shared with an appropriate person. This would normally be done with your knowledge and the doctor or nurse would help support you through this time and fully explain the reasons why this is needed so that you understand.

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our Reception staff.

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
• Carry out an annual infection control audit to make sure our infection control procedures are working.
• Provide annual staff updates and training on cleanliness and infection control
• Review our policies and procedures to make sure they are adequate and meet national guidance.
• Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
• Make alcohol hand rub gel available throughout the building.

Your Information

Fakenham Medical Practice takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.

Please use the links below to find more information about the practice and data protection.

• Transparency
• CCTV
• Telephone Recording
• Case Finding (ECLIPSE)
• Information Sharing Norfolk and Waveney

Reports

Our practice has decided to outsource our medical reporting to MediData, who will process your medical report using their system, eMR.

What is eMR/MediData?

MediData is a NHS Digital accredited company who have developed a digital system called eMR, which enables GP practices to create digital, GDPR compliant medical reports.

eMR helps GP Surgeries with data security, speed and efficiency eMR also helps you to easily see your medical data, stay in control of it and decide who you
want to share it with.

MediData has worked hard to develop their NHS GP IT Futures accredited technology, eMR, which interfaces with our GP practice’s system to extract your medical record. This means you can receive a full copy of that information securely and share it with others as you wish, keeping your data safe.

If you wish to speak to a member of the MediData team regarding your medical report, or any concerns you may have regarding your data, please contact MediData directly on:

Phone – 0333 3055 774
Email – connect@medi2data.com

Your Rights

We are committed to giving you the best possible service. This will be achieved by working together.

Help us to help you. You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect.
• You will be treated as a partner in the care and attention that you receive.
• All aspects of your visit will be dealt with in privacy and confidence.
• You will be seen by a clinician of your choice, subject to availability.
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
• You can bring someone with you, however you may be asked to be seen on your own during the consultation.
• Repeat prescriptions will normally be available for collection within two working days of your request. Visit our Prescriptions Room where you will be able to find your nearest pharmacies, request or review your medication and register for electronic prescribing.
• Information about our services on offer will be made available to you by way of news posts and newsletters on our site.
• You have the right to see your medical records or have a copy subject to certain laws.

Your Responsibilities

The NHS belongs to all of us. There are things that we can all do for ourselves and for one another to help it work effectively, and to ensure resources are used responsibly.

Therefore, we would respectfully request that you:

• Our Practice supports the NHS zero tolerance zone campaign. Please treat practice staff and other patients with the same consideration and courtesy you would like for yourself. Please understand that violence, or the causing of nuisance or disturbance on NHS premises, could result in prosecution.
• Please recognise that you can make a significant contribution to your own, and your family’s, good health and well being, and take personal responsibility for it.
• Please provide accurate information about your health, condition and status.
• Please participate in important public health programmes such as vaccinations.
• Please request home visits before 11:00, where possible.
• Please ensure that you order your repeat medication in plenty of time allowing 48 hours.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family if you feel competent to do so.
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend.
• Attend appointments on time, patients who are more than 10 minutes late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel your appointment.
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.
• Patients should make every effort to present at the practice to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
• Read the practice news and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us.
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service. If a family member or someone you are a carer for is a patient and unable to provide feedback, you are encouraged to give feedback about their experiences on their behalf.

NHS England require practices to enable successful automated uploads of any changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR).

Having your Summary Care Record (SCR) available will help anyone treating you without your full medical record. They will have access to information about any medication you may be taking and any drugs that you have a recorded allergy or sensitivity to.

Of course, if you do not want your medical records to be available in this way then you will need to let us know so that we can update your record. You can do this via the opt out form.

The practice confirms that your SCR is automatically updated on at least a daily basis to ensure that your information is as up to date as it can possibly be.

How can we help you?

• All patients, their families and carers will be treated with courtesy and respect, irrespective of their age, gender, ethnic origin, religious beliefs or the nature of their health concern.
• We accept our responsibility for protecting the confidentiality of patients and will comply with all relevant legislation in this regard.
• We will work in partnership with patients to deliver the best possible medical care and clinical outcomes.
• We will involve patients and listen to their opinions and views in all aspects of their care and treatment.
• If you make a complaint, we will investigate the full circumstances and make sure you receive an apology when this is appropriate. We will also make sure you are not discriminated against, or subjected to any negative impact as a result of your complaint.
• An urgent appointment with a doctor or nurse will be made available on the same day should a patient require one.
• We aim to see patients within 20 minutes of their appointment time. If you have waited longer than this please ask at reception for an explanation.
• Treatment and care will always be provided by a suitable and qualified person and no care or treatment will be provided without patient consent.
• Those involved in the care of patients will offer their names and ensure patients know how to contact them.
• We will provide full information about the services we offer and how to access them.
• We will take whatever time is necessary to help patients understand their conditions, treatment options and medication and will answer all questions openly and honestly.

How patients can help us

• Treat our staff with courtesy and respect, irrespective of their age, gender, ethnic origin, religious beliefs or role – they are all here to help.
• Be on time for each and every appointment made for you.
• Cancel any unwanted appointments in good time so that it can be allocated to others.
• Be aware of the needs of your fellow patients and keep noise levels to a minimum when visiting the surgery.
• Keep your children close by and well behaved when visiting the practice and do not let them play with any medical equipment in the consulting rooms.
• Be informed about your health and answer questions about your care openly and honestly.
• Let us know in good time if you are running late or are unable to attend.
• Request a home visit only if you are genuinely too unwell to visit the surgery.
• Make all requests for urgent or same day care as early in the day as possible.
• Stay by the phone number provided to make it easier for us to return your call.
• Do not smoke, drink alcohol or take recreational drugs on the premises or in the grounds of the practices.
• Do not bring your pets into the surgery – assistance dogs are permitted
• Use the wheelchairs available in the entrance lobby should you need assistance moving around the building and do not bring personal scooters into the building.

As part of the commitment to more personalised care for patients, NHS Employers and the General Practitioners Committee of the British Medical Association have agreed that all patients will have a named accountable GP.

The named GP will:

• Take lead responsibility for ensuring that all appropriate services required under the contract with the practice are delivered to you
• Where required, based on the professional judgement of the ‘named’ GP, work with relevant associated health and social care professionals to deliver a multidisciplinary care package that meets your needs.
• Ensure that your physical and psychological needs are recognised and responded to by the relevant clinicians in the practice
• Ensure that patients over 75 years of age have access to a health check if requested, which is already a requirement of the GP contract regulations. ​​​

The practice will ensure that there is a named accountable GP assigned to each patient.

New patients will be allocated a GP at the time of registration.

Your named accountable GP will be the same as your usual GP however this does not affect your ability to see any GP of your choice as you currently do.