Accessible Information Standard
Accessible Information Standard
On Friday 3 July 2015, it was announced that The Accessible Information Standard (also known as SCCI1605) had been approved. The Accessible Information Standard sets out what health and social care providers need to do to make sure that they provide information in accessible formats and communication support for appointments where appropriate.
Who will benefit from this Standard?
“The scope of the standard extends to individuals (patients and service users, and where appropriate the parents and carers of patients and service users) who have information and / or communication support needs which are related to or caused by a disability, impairment or sensory loss.”
This means that if you are deafblind or have a dual sensory loss and need information such as appointment letters in a format other than standard print, or an interpreter for a health or social care appointment, this must be provided for you.
The Standard doesn’t cover those who need information translated because English isn’t their first language, or other aspects of accessibility in care such as signage or hospital transport.
Who needs to follow the Standard?
The Standard must be carried out by all providers of NHS and publicly funded social care. This will include hospitals, GPs, social care services, pharmacies and others.
How does the Standard work?
There are five steps that providers need to take to implement the standard:
- Identify the communication and information needs of those who use their service
- Record the communication and information needs they have identified: clearly and consistently on the individual’s record, recording their needs not why they have those needs i.e. “requires BSL interpreter” not “person is d/Deaf”.
- Have a consistent flagging system so that if a member of staff opens the individual’s record it is immediately brought to their attention if the person has a communication or information need.
- Share the identified information and communication needs of the individual when appropriate; for example a GP referring a patient to the hospital including the information that the person needs a deafblind manual interpreter in the referral letter so that the hospital can arrange it for the upcoming appointment.
- Meet the communication and information needs identified. For example, send an appointment letter in Braille or book an interpreter for an appointment.
When will this Standard come into force?
Services can start implementing the Standard immediately but must be completing steps one and two by 1 April 2016 and all five steps by 31 July 2016.
What do I need to do?
If you have information or communication needs:
- At your next contact with a health or social care provider highlight your needs and ask for them to be recorded in compliance with the Standard.
Information quoted from https://www.sense.org.uk/content/accessible-information-standard-England
EasyRead Guide – Accessible Information Standard https://www.england.nhs.uk/wp-content/uploads/2015/07/access-info-upd-er-july-15.pdf
The links below lead to websites which provide useful information relating to healthcare in different formats and languages:
Easy Read Health Leaflets http://www.easyhealth.org.uk/categories/health-leaflets
NHS leaflets in other languages http://www.nhs.uk/aboutNHSChoices/aboutnhschoices/accessibility/Pages/other-languages-section.aspx
Further information on advocacy services which can offer support when dealing with organisations:
Independent Advocacy http://independentadvocacy.org/
Beacon / Continuing Healthcare http://www.beaconchc.co.uk/
POhWER (support when making complaints to the NHS) http://www.pohwer.net/help-to-make-a-complaint-44.html
Red Roofs surgery has a car park for patients which is locked when the surgery is closed. If you use our car park for a surgery visit you will need to enter your car registration detail into the system in the surgery. We encourage patients to use public car parks as parking at the surgery is very limited.
Patients are asked NOT to:
- leave vehicles in the car park while shopping or use the car park for any other reason than to attend the surgery for an appointment
- park in the “reserved” parking bay as this space is reserved for the duty doctor
- double park as you may block in a doctor and stop them attending a medical emergency
Parking bays displaying the disabled sign are allocated for patients with disabilities. A disabled badge must be displayed in the car parked in the disabled space.
Select the link below to view our Chaperone policy
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints/suggestions procedure, drawn up to respond to patient grievances. Please feel free to download our explanatory leaflet.
Our practice procedure is not able to deal with questions of legal liability or compensation. Nevertheless, we hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to Healthcare Commission. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint/suggestion, please write to us or ask one of the receptionists for a complaints/suggestions form or download one here.
Your communication will be sent to our Practice Team who will register it, investigate and report back to you. We aim to inform you of any developments within 10 working days; however, there may be some instances when more time is required.
If, in the unlikely event, a patient sues one of the doctors then we feel that there has been a breakdown in the doctor/patient relationship. In such a circumstance it will be necessary to ask the patient and those living at the same address to register with another practice.
We ask for information about you so that we can give you proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.
We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow”s clinical staff and to carry out medical and other health research for the benefit of everyone. Sometimes the law requires us to pass on information: for example, to notify a birth.
The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The Register does not contain clinical information.
You have a right of access to your health records.
EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.
From time to time we are also involved in medical research.
Select the link below to view our policy document.
The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.
The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.
They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.
Our GP Practice has recently undergone a CQC inspection and the results are now freely available on the CQC Website. You can access the report below
Red Roofs Practitioners
Data Protection Act Overview – Patient Information
We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs.
Please help to keep your record up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. Your doctor is responsible for their accuracy and safe-keeping.
From time to time, it may be necessary to share information with others involved in your care. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.
Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.
Select the link below to view our Policy
The surgery car park has 2 spaces for disabled patients. Able-bodied patients are asked not to park in the disabled spaces.
The surgery”s ground floor is suitable for all disabled patients. If the doctor you are seeing is consulting upstairs, they will come downstairs to see you. Please let the receptionist know if you need to be seen downstairs.
If you have a disability and feel you may need extra help please let our reception staff know and we will do our best to help you.
A wheelchair is available if required.
The Average Pay for GP’s working in Red Roofs Surgery in the last financial year was £67,859 before Tax and National Insurance.
This is for 2 Full time GP’s, 8 Part Time GP’s who worked in the practice for more than 6 months.
We are a teaching practice and have qualified doctors who are training to become family doctors, as well as medical students from Leicester/Warwick University. Occasionally a medical student or additional doctor may be present when you consult your doctor; you will be informed by a receptionist if this happens. However, if you prefer to see your doctor alone this can easily be arranged, just let the receptionist know when you arrive at the surgery.
Occasionally we use video recording and observation of consultations. Video recording and analysis has been shown to be the most powerful method of improving general practice. We hope that you will feel able to help us by allowing your consultation to be recorded.
You will always be informed and your consent will be requested if a recorder is to be used in any consultation. If you would prefer not to take part in this venture, please feel free to say so.
In addition to clinical use, medical records may occasionally be used for medical education.
Why GPs sometimes charge fees, surely the doctor is being paid anyway?
It is important to understand that many GPs are not employed by the NHS.
They are self-employed and they have to cover their costs – staff, buildings, heating, lighting, etc – in the same way as any small business. The NHS covers these costs for NHS work, but for non-NHS work, the fees charged by GPs contribute towards their costs.
What is covered by the NHS and what is not?
The Government’s contract with GPs covers medical services to NHS patients, including the provision of ongoing medical treatment.
In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work.
Sometimes the only reason that GPs are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.
Examples of non-NHS services for which GPs can charge their own NHS patients:
- accident or sickness certificates for insurance purposes
- school fee and holiday insurance certificates
- reports for health clubs to certify that patients are fit to exercise
Examples of non-NHS services for which GPs can charge other institutions:
- life assurance and income protection reports for insurance companies
- reports for the Department for Work and Pensions (DWP) in connection with disability living allowance and attendance allowance
- medical reports for local authorities in connection with adoption and fostering
Do GPs have to do non-NHS work for their patients?
With certain limited exceptions, for example a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients.
In order for us to provide a good service we also require patients to act responsibly by following the procedures below:
- Remember to keep your appointment. If you are unable to attend, please let us know as soon as possible, failure to do so will result in a warning letter being issued.
- Repeated Non Attendance will not only result in your removal, but also the removal of any family or anyone else registered at that address.
- If more than one person needs to be seen, make a separate appointment for each person.
- Please remember that a prescription is not always necessary with every consultation. Your doctor will advise you accordingly.
- Please request out of hours home visits for emergencies only and routine home visits for those who are too ill to come to the surgery.
- Please be patient with the staff. They are doing their best and are only following the doctor”s instructions.
- Don”t abuse the doctors or staff, either physically or verbally.
- Look after your own health. Exercise regularly, eat healthily, drink moderately and don’t smoke. Ask the doctors or practice nurses for advice.
Sharing Patient Data
Sharing patient data
Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.
Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please see the section on the National Data opt out scheme.
Recording of Consultation for training purposes:
*We would like to record the upcoming consultation that you or your relatives are having have today with Doctor X
This is solely for training, education and assessment purposes. The recording, processing and storage of the consultation will comply with General Data Protection Regulations (GDPR) and is in line with guidance of the General Medical Council.
More information on how we will manage your data is given above.
You do not have to agree to your consultation with the doctor being recorded. If you do not want us to record the consultation, this is not a problem at all, and will not affect the care you receive in in any way.
If you do give your consent, then you will have the opportunity to withdraw this at any time in the future, including immediately after the consultation.