Code of Conduct Policy

Download the NHS App

To access your medical records
To manage your prescriptions
To message your practice
For information on how to stay safe on-line CLICK HERE

‍

The main aim of this policy is to develop supportive organisation /patient relationships. However if there are continuing incidents which cause continual distress to our staff and leading to a breakdown of organisation/doctor -patient relationship then we may need to escalate this. We will not take this lightly and will always take external advice and agreement before removing a patient from a list due to breakdown of relationship.

(CC0) - First incidents of failing to keep this standard and noncompliance will result in a verbal discussion with patient and an offer of meeting
(CC1) - A second incident of failing to keep to this standard will result the first Code of Conduct letter to be sent
(CC2) - A Third incident will result in a second Code of Conduct letter
A Fourth incident will result in a letter stating that if this continues then we will consider it a breakdown of organisation /patient relationship.

If any incident escalates under the zero tolerance then a zero tolerance procedure will be followed.

The following are examples of behaviour that we hope will foster a supportive relationship. Please note this is not an exhaustive list:

‍

Please do

1 Respect our staff - we are all just doing our job

2 Be open with staff and with clinicians in express your concerns and expectations from the service and from the staff

3 Give us feedback on our services-positive and negative

4 We understand that sometimes you cannot make an appointment . Do give us sufficient notice to allow this appointment to be used by other patients

5 Respect other patient’s confidentiality . This includes giving space at reception

6 Have a open and supportive relationship with the admin team and GP within boundaries

7 Please be punctual and please understand that sometimes the clinician may run late to if there is an unexpected emergency

8 Be respectful to other patients in the waiting room who may be unwell

9 Reception is a very busy area – please be as patient and understanding as possible. If you are concerned about the length of time you are waiting please check with reception

10 It is very important that you have a interpreter if needed. Please arrange this in advance with reception. We understand if it is an emergency and will get an interpreter for you

11 If you think you have urgent problem please do let reception know so we can give you the same day appointment

12 Listen to us with no distractions. If there is an urgent call do let the clinician know.

‍

Please don't

1 Do not make unreasonable/unlawful request/demands to GPs or staff. Book appointments in advance just in case you need them. This affects access for other patients

2 As with the F4HG complaints policy you have every right to make a complaint and this will not affect your patient care. But do not make threat of complaint or using complaints as a way to make clinician /staff feel threatened. You are always entitled to a second opinion on a decision if needed

3 If you cannot attend a booked appointment, or no longer need it, please notify the surgery in order to avoid wasting valuable appointment time. Repeated failure to keep appointments will be reviewed by our management team

4 Unreasonable behaviour - Outside reasonable boundaries e.g. entering clinical area without explicit permission. This affects other patients privacy and confidentiality and we take this very seriously

5 Do not contact us via other methods for non clinical reasons for example social media

6 Persistently run late. This affects the clinician and they will be late for other patients

7 Do not shout/ make loud conversation

8 Please do not raise your voice at reception if the clinician is running late

9 Please do not come to a routine appointment without arranging an interpreter if needed via our reception team . Please do not bring children to translate

10 Please do consider appropriate use of these appointments. Urgent slots are not for ongoing problems. Accident and Emergency is only for emergencies

11 Do not use mobiles (or have family members use their mobiles) during consultations unless it is an urgent matter. It is very distracting for the doctors and they can make an error. You will be asked to stop the call.

‍

‍Our responsibility to You

Our reception team aim to notify patients when a GP is running late

Access - You have the right to access NHS services that are appropriate to your needs

Communication and participation - You have the right to get information about your health and the services available to you. You also have the rights to be involved in decisions about your care

Complaints - As with the F4HG complaints policy you have every right to make a complaint and this will not affect your patient care

Confidentiality - You have the right for your personal health information to be kept confidential, to know how it is used and how to access it

Respect - You have the right to be treated as an individual and with dignity and respect, no matter what

Safety - You have the right to the best care and treatment possible by qualified staff in a safe and clean setting

Feedback and complaints - You have the right to have a say about your health care and to have any concerns or complaints dealt with in the most appropriate way.

‍