At St. Martin Medical Centre, we are dedicated to providing the highest quality of care to our patients. We are continuously working to enhance the patient experience while maintaining a safe and respectful environment for everyone. We have a zero-tolerance policy against discrimination, aggression, and violence, and we stand firmly against any form of racial abuse.

Any violation of this policy may result in the removal of the patient from our surgery, as we must prioritise the safety, well-being, and professionalism of both our staff and patients.

Dealing with Unreasonable, violent and abusive patients policy

Zero Tolerance Poster

The Safeguarding Handbook

Freedom to Speak Up Policy and Procedure 24

Chaperone Policy

Patient Complaint Form

Complaint Desktop Aid

Complaints Procedure England 24

Complaint Leaflet

GDPR Policy

This annual statement will be generated each year  in accordance with the requirements of the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. The report will be published on the practice website and will include the following summary:

• Any infection transmission incidents and any action taken (these will have been reported in accordance with our significant event procedure).
• Details of any infection control audits undertaken and actions undertaken.
• Details of any risk assessments undertaken for the prevention and control of infection.
• Details of staff training.
• Any review and update of policies, procedures and guidelines.

Infection Prevention and Control (IPC) lead

Joanna, the practice nurse, is responsible for leading infection control. She is supported by HCAs Honey and Guste.

Infection Transmission Incidents (significant events)

Significant events involve examples of good practice as well as challenging events.

Positive events are discussed at meetings to allow all staff to be appraised of areas of best practice.

Negative events are managed by the staff member who either identified or was advised of any potential shortcoming. This person will complete a Significant Event Analysis (SEA) form that commences an investigation process to establish what can be learnt and to indicate changes that might lead to future improvements.

All significant events are reviewed and discussed at several meetings each month. Any learning points are cascaded to all relevant staff where an action plan, including audits or policy review, may follow.

In the past year there have been under 10 significant events raised that related to infection control. There have also been 0 complaints made regarding cleanliness or infection control.

Our Infection Prevention Control Handbook

Infection Prevention and Control Policy 24

This will enable health and care professionals to have better medical information about you when they are treating you at the point of care. This change will apply for the duration of the coronavirus pandemic only. Unless alternative arrangements have been put in place before the end of the emergency period, this change will be reversed.

All patients registered with a GP have a Summary Care Record, unless they have chosen not to have one. The information held in your Summary Care Record gives health and care professionals, away from your usual GP practice, access to information to provide you with safer care, reduce the risk of prescribing errors and improve your patient experience.

Your Summary Care Record contains basic information about allergies and medications and any reactions that you have had to medication in the past.

Some patients, including many with long term health conditions, have previously agreed to have additional information shared as part of their Summary Care Record. This additional information includes information about significant medical history (past and present), reasons for medications, care plan information and immunisations.

During the coronavirus pandemic period, your Summary Care Record will automatically have additional information included from your GP record unless you have previously told the NHS that you did not want this information to be shared.

There will also be a temporary change to include COVID-19 specific codes in relation to suspected, confirmed, Shielded Patient List and other COVID-19 related information within the additional information.

By including this additional information in your SCR, health and care staff can give you better care if you need health care away from your usual GP practice:

• in an emergency
• when you’re on holiday
• when your surgery is closed
• at outpatient clinics
• when you visit a pharmacy

Additional information is included on your SCR

In response to the coronavirus (COVID-19) pandemic we are temporarily removing the requirement to have explicit consent to share the SCR additional information. This change of requirement will be reviewed when the pandemic is over.

You can be reassured that if you have previously opted-out of having a Summary Care Record or have expressly declined to share the additional information in your Summary Care Record, your preference will continue to be respected and applied.

Additional information will include extra information from your GP record, including:

• health problems like dementia or diabetes
• details of your career
• your treatment preferences
• communication needs, for example if you have hearing difficulties or need an interpreter

This will help medical staff care for you properly, and respect your choices, when you need care away from your GP practice. This is because having more information on your SCR means they will have a better understanding of your needs and preferences.

When you are treated away from your usual doctor’s surgery, the health care staff there can’t see your GP medical records. Looking at your SCR can speed up your care and make sure you are given the right medicines and treatment.

The only people who might see your Summary Care Record are registered and regulated healthcare professionals, for example doctors, nurses, paramedics, pharmacists and staff working under their direct supervision. Your Summary Care record will only be accessed so a healthcare professional can give you individual care. Staff working for organisations that do not provide direct care are not able to view your Summary Care Record.

Before accessing a Summary Care Record healthcare staff will always ask your permission to view it, unless it is a medical emergency and you are unable to give permission.

Protecting your SCR Information

Staff will ask your permission to view your SCR (except in an emergency where you are unconscious, for example) and only staff with the right levels of security clearance can access the system, so your information is secure. You can ask an organisation to show you a record of who has looked at your SCR – this is called a Subject Access Request.

Find out how to make a subject access request.

Opting Out

The purpose of SCR is to improve the care that you receive, however, if you don’t want to have an SCR you have the option to opt out. If this is your preference please inform your GP or fill in an SCR opt-out form and return it to your GP practice.

Regardless of your past decisions about your Summary Care Record consent preferences, you can change your mind at any time.

You can choose any of the following options:

1. To have a Summary Care Record with additional information shared. This means that any authorised, registered and regulated health and care professionals will be able to see a enriched Summary Care Record if they need to provide you with direct care.
2. To have a Summary Care Record with core information only. This means that any authorised, registered and regulated health and care professionals will be able to see information about allergies and medications only in your Summary Care Record if they need to provide you with direct care.
3. To opt-out of having a Summary Care Record altogether. This means that you do not want any information shared with other authorised, registered and regulated health and care professionals involved in your direct care, including in an emergency.

To make these changes, you should inform your GP practice or complete the SCR patient consent preferences form and return it to your GP practice.

More information on your health records

Read more about your medical records.