Practice Policies and Procedures

Information from the Care Quality Commission

How to register as a Patient

First bring along your old medical card to the Surgery.  Do not worry if you cannot find it as the Health Authority  will send you a new one once you have registered  with us.

You will be given a Registration Form (GMS1) to complete.  Please ask a receptionist if you need  assistance.  You will be given a Practice Leaflet which tells you about us and gives telephone numbers, opening times etc.  You will also be asked to complete a Health Questionnaire.

The Receptionist will then book you an appointment with our Health Care Assistant for a New Patient Health Check.  You will be given a urine sample bottle and asked to bring a fresh urine sample for the appointment.

Please tell us about any regular medication you take.  It is very helpful if you bring in a Repeat Prescription print-out from your previous Surgery.  You will need to see one of the GPs before any repeat prescriptions can be issued, so we will try to book you an appointment with a GP after seeing the Health Care Assistant.

Once the registration process is complete, we can apply to your old Surgery for the medical records.

Privacy and Confidentiality

We will respect our patients' privacy, dignity and confidentiality at all
times.

Patient Information Leaflet - Confidentiality and your records

Breast Feeding Privacy

The practice supports breast feeding mothers. Please ask at reception if you require a private room for this purpose.

Patient Feedback

The Practice undertakes a Patient Questionnaire each year to gather feedback on the service we provide.  You may be asked to complete a questionnaire to help us with this.

The Practice tries to use the patient questonnaire results to shape changes and future services

Complaints Procedure

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

Complaints Procedure

Abusive or Threatening Behaviour

We expect you to be respectful towards all our Staff at all times.  Abusive or threatening language, or behaviour will not be tolerated under any circumstances. 

Our staff have instructions to call the Police immediately if they feel
threatened or intimidated in any way.  Any such incident will result in your immediate removal from our registered list and you will be transferred onto the violet patients scheme.

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of:

• waiting room notice board
• individual leaflets or
• giving as much notice as practicable.

Referrals

Urgent referrals to other health and social care agencies will be made
within one working day of the patient consultation.

When you ask a GP to refer you, you be offered a choice of provider.

We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Transfer of Medical Records

The Practice will endeavour to dispatch any medical record required
by the Health Authority within seven working days and same day if
the request is urgent.

Computers and Data Protection

The practice is fully computerised, the Doctors and Nurses use the computers to record Clinical data.

Practice Staff use the computer to prepare prescriptions, arrange appointments, book transport, recall patients etc.  All patient details are treated in strictest confidence.

Data Collection

The staff at this practice record information about you and your health so that you can receive the right care and treatment.

We need to record this information, together with the details of the care you receive, so that it is available each time we see you.

To find out more about Data Collection please download the document below:

• Data Collection Information

Information on Non-NHS Charges

The NHS provides most health services to people free of charge, but there are some exceptions. Prescription charges have existed since 1951. Sometimes a charge is made because the service is not covered by the NHS; for example Medical Reports for Insurance Companies.

More information Charges and Q&A's

Clinical Commissioning Group

New Queen Street and Stanground surgeries are part of Borderline Local Commissioning Group.

On 1st April Cambridgeshire and Peterborough Clinical Commissioning Group (CCG) came into being. It is made up of eight local commissioning groups which are groups of practices which have come together to commission (buy) health services for their local population.

Local Commissioning Groups are enabled and supported by the CCG to make local change happen and manage resources through delegated budgets and they report into the Governing Body of the CCG.

By having a local commissioning group structure we can ensure that the CCG is led locally by clinicians in partnership with their community, commissioning quality services that ensure value for money and the best possible outcomes for those who use them.

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