Practice Policies & Patient Information
Access to Medical Records
You can now see your test results and read notes from your appointments in your NHS account.
This will help you see your test results and read notes from your appointments.
What’s changed
You will now be able to see all the information within your health record automatically.
If you are over 16 and have an online NHS account, such as through the NHS App or NHS website, you can now see all your notes from your GP.
For most people, access will be automatic and you won’t need to do anything.
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 talk to your GP.
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.
Complaints
Make a formal complaint
Most issues can be sorted out at the time they happen and with the person involved. You should try to resolve the issue this way before you submit a complaint.
If you cannot resolve the issue this way, you can then submit a formal complaint.
Before you do this you can get free, confidential advice from your local Healthwatch team.
Who can make a complaint
If you’re a registered patient you can make a complaint about your own care.
You can complain on behalf of someone else if you have their written consent.
When to make a complaint
It’s best to make a formal complaint within a few days of the incident. This makes it easier to confirm what happened.
If that’s not possible, you should make the complaint within 12 months of the incident, or of you discovering the problem.
How to make a complaint
You can either:
- get a complaint form from the practice reception
- write your own letter
If you write your own letter, you need to include:
- your full name
- your date of birth
- the GP practice you’re registered with
- details of the incident, including dates, times and names of people involved, if you know them
Send your complaint to the surgery. You can send it by email or post.
What happens next
We’ll let you know we’ve received your complaint within 3 working days.
Within 30 working days we may:
- reply to you in writing
- invite you to meet with the people involved, if you want
If it’s likely to take longer than 30 working days we’ll let you know, and we’ll update you as things change.
What we look at
We look at:
- what happened and why
- how we can help you talk to the people involved, if you want
- what we can learn
If more than one organisation is involved:
Other organisations might be involved, for example social services. If so, we’ll talk to them and you’ll receive one coordinated reply. We may need your consent to do this.
If your complaint gets sent to the wrong organisation to begin with, we may ask for your consent to forward it to the right place.
Outcome
We’ll write to tell you the outcome of your complaint.
We’ll also explain how to escalate the issue if you’re not happy with the outcome.
If you’re unhappy with the outcome
If you’re unhappy with the outcome, you can contact the Health Service Ombudsman. They may be able to look further into your complaint.
Get advice if you’re unhappy with the outcome
Contact the Patient Advice and Liaison Service (PALS) to get free, confidential advice. You can find your nearest PALS office on the NHS website.
Complain on behalf of someone else
To complain for someone else, you need their written consent. They need to confirm that they:
- are unhappy with their treatment
- allow the practice to deal with someone else about the issue
We cannot discuss the issue with you until the patient gives their written consent.
We may also still need to talk directly with the patient.
How to complain on behalf of someone else
Ask at the practice reception for the complaints form. The patient needs to sign this to give their consent.
If the patient cannot give consent
If the patient cannot give consent because of illness or an accident, it might still be possible to deal with the complaint for them. Please write a letter which gives precise details of why they cannot give consent.
Confidentiality
This process is in place because we keep to strict rules of medical and personal confidentiality.
Did Not Attend (DNA) Policy
What a DNA is:
A DNA appointment is when a patient does not turn up for appointments, and does not contact the surgery to cancel or change the appointment.
This creates a significant strain on the NHS.
We understand that there are situations that can make it impossible for you to cancel your appointment, for example being admitted to hospital.
Our DNA policy
- If you fail to attend 2 or more appointments in the the previous month, you will get a warning letter.
- If you’ve had a warning letter and you miss another appointment, you’ll get another letter. This will say that you can only book appointments on the day, and not in advance.
- If you do not attend same day appointments, we will invite you to discuss a contract and an appointment plan. This will include you calling to confirm an appointment, if not it will be cancelled.
Warning letters last 12 months.
Cancelling appointments
To avoid DNA appointments, you can use the NHS app or online services to cancel your appointments.
You can also get a text reminder of your appointment, and you can reply to this to cancel if necessary. Please make sure we have the right mobile number for you.
Contact us
If you would like to discuss DNAs, please contact the surgery.
GP Net Earnings
NHS England requires 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 NHS services to patients at each practice.
The average earnings for GPs working at Helston Medical Centre in the last financial year was £52,656 before tax and National Insurance. This is for 7 part-time partners, 1 full-time partner, and 13 part-time salaried GP’s, who worked in the practice for more than six months.
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.
This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.
Your confidentiality is important to us
You can be sure that anything you discuss with any member of this practice – family doctor, nurse, receptionist – will stay confidential.
Even if you are under 16 nothing will be said to anyone – including parents, other family members, carer workers or tutors – without your permission. The only reason why we might want to consider passing on confidential information without your permission, would be to protect you or someone else from serious harm. We would always try to discuss this with you first.
If you are being treated elsewhere – for example at a hospital or Brook centre – it is best if you allow the doctor or nurse to inform the practice of any treatment you are receiving.
If you have any worries about confidentiality please feel free to ask a member of staff.
Privacy Policy
For the purpose of applicable data protection legislation including the General Data Protection Regulation (EU 2016/679) and the Data Protection Act 2018, the GP practice responsible for your personal data is Helios Health Partnership, and will be known as the ‘Controller’ of the personal data you provide to us.
Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights.
Please view our Privacy Policy here.
Violent and Abusive Behaviour
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.