Change Of Address
Please let us know as soon as possible if you change your address. Remember you may not have to register at another practice if you are moving within the Norwich outer ring road. The map will help you to decide whether you need to re-register elsewhere. If in doubt, please ask at reception.
General Enquiries And Requests For Test Results
If you are telephoning with a general enquiry or for test results, please telephone between 10.30am and 3.30pm. This will give the doctors an opportunity to read their morning post when most of the results are sent to us from the pathology laboratories.
Our patient records are computerised. The surgery is registered under the Data Protection Act. Standards of confidentiality throughout the surgery are high. No information can be disclosed outside the practice without your authority.
Patients who feel a chaperone is required are entitled to have one present where for example they will be having an intimate examination. The purpose of the chaperone is to act as a safeguard not only for the patient but also the doctor or nurse.
All of our nursing and healthcare assistant team have received specialist training and to increase the availability of chaperones within the surgery we are currently finalising arrangements for 2 members of the administration team to undertake this role.
Patients are asked to specifically mention at the time of booking an appointment that they would like to have a chaperone present. This will help us to ensure that one of the team is available. Please note that it is unlikely that we will be able to provide a chaperone at one of our Saturday morning clinics.
There are occasions where a Clinician feels that a chaperone should be present. They will discuss this with the patient during the consultation and every effort will be made to provide one at the time. Regrettably, there may be occasions where it is necessary for the patient to make another appointment when a chaperone is available.
It is an important role of healthcare professionals to provide lifestyle information to patients who may need to change certain lifestyle behaviours which could be placing their health at risk. The doctor or nurse may discuss and advise on issues during consultations and provide helpful information. A range of leaflets will be available within the Practice waiting areas and at Reception, and patients may find the Patient.Co.UK and NHS Choices websites helpful in providing leaflets and information on various conditions, problems and treatments. Please click on the links below to access the websites.
Patient.Co.UK website - www.patient.co.uk/health
NHS Choices website - www.nhs.uk/Conditions
You will also find an A-Z of information on a range of conditions on the Home page of this website.
Summary Care Record
Lakeham Surgery is a Summary Care Record (SCR) practice. The NHS is currently modernising the way that patients health information is both stored and managed with part of this process being the introduction of 'Summary Care Records' (SCR).
The SCR is a secure electronic summary of your key health information and will improve the quality of healthcare delivered to you in the NHS, especially in urgent and unscheduled care situations (like A&E or Out of Hours care) where often little, or no, patient information would be available to guide health care professionals.
Clinicians who are treating you will be able to access those parts of your records that they are allowed to see whenever they need it to provide you with care. If you are happy for a Summary Care Record to be created, you don't need to do anything; your records will automatically become part of the Summary Care Record. If you have any concerns please speak to a member of the reception team.
Further information is available from www.nhscarerecords.nhs.uk or by contacting the NHS Norfolk Patient Advice and Liaison Service on 0800 587 4132 (firstname.lastname@example.org). Advisers are available on weekdays between 9am and 5pm.
Confidential information from your medical records can be used by the NHS to improve the services offered to all patients.
This information, including postcode and NHS number (but not names and addresses) is sent to a secure system where it can be linked with health information from other sources such as hospitals and community services. Once the information has been linked the data is anonymised allowing those involved in planning the NHS or carrying out research to use information from different parts of the NHS in a way that does not identify individual patients.
What are the benefits of sharing information?
Sharing information can help improve understanding, locally and nationally, of the most important health needs and the quality of the treatment and care provided by local health services. It may also help researchers by supporting studies that identify patterns in diseases, responses to different treatments and potential solutions. Information will also help to:
- find more effective ways of preventing, treating and managing illnesses;
- guide local decisions about changes that are needed to respond to the needs of local patients;
- support public health by anticipating risks of particular diseases and conditions, and help us to take action to prevent problems;
- guide decisions about how to manage NHS resources fairly so that they can best support the treatment and management of illnesses for the benefit of patients.
Do I have a choice?
Yes you have the right to prevent confidential information about you being shared or used for any purpose other than providing your care, except in special circumstances. If you do not want information that identifies you to be shared outside the practice then please email email@example.com confirming this. A note will then be made in your medical records which will prevent your confidential information from being used other than when necessary by law (for example if there is a public health emergency).
Where can I get more information?
Further information is available at www.nhs.uk/caredata or by contacting the helpline on 0300 456 3531.
Zero Tolerance towards unacceptable behaviour
Fortunately, there are very few instances of problems within the surgery but we do support the NHS policy of Zero Tolerance in connection with behaviour towards staff.
We do have to take into consideration that patients, including children, could be affected should they witness any such behaviour whilst with us.
The NHS policy of Zero Tolerance which defines violence as:
“Any incident where staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health”.
Violence and aggression towards a person may also be defined as:
“A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff”.
As you would expect the practice takes a serious view of any incidents of physical or verbal abuse against any member of the team.
- Our practice staff are here to help you.
- Our aim is to be polite and helpful to all patients.
- If you consider that you have been treated unfairly or inappropriately, please speak to the Practice or Reception Manager, who will be happy to address your concerns.
- Inappropriate behaviour, including shouting and swearing, will not be tolerated and any patient behaving in this way will be asked to leave the surgery. Depending upon the severity of the situation a patient may be removed from our list and asked to register with a different surgery.